CN108200298A - Method of calling and system based on call center system - Google Patents
Method of calling and system based on call center system Download PDFInfo
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- CN108200298A CN108200298A CN201611208328.8A CN201611208328A CN108200298A CN 108200298 A CN108200298 A CN 108200298A CN 201611208328 A CN201611208328 A CN 201611208328A CN 108200298 A CN108200298 A CN 108200298A
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- banquet
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/23—Processing of content or additional data; Elementary server operations; Server middleware
- H04N21/231—Content storage operation, e.g. caching movies for short term storage, replicating data over plural servers, prioritizing data for deletion
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
- H04N21/25—Management operations performed by the server for facilitating the content distribution or administrating data related to end-users or client devices, e.g. end-user or client device authentication, learning user preferences for recommending movies
- H04N21/258—Client or end-user data management, e.g. managing client capabilities, user preferences or demographics, processing of multiple end-users preferences to derive collaborative data
- H04N21/25808—Management of client data
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- Multimedia (AREA)
- Databases & Information Systems (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Graphics (AREA)
- Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
Abstract
The present invention provides method of calling and system based on call center system, receives the call request information of client, wherein, the call request information includes：The type of service of business that the client needs are handled；At least one end of attending a banquet for handling the type of service is searched from the correspondence relationship information, and is sorted according to default queue discipline, one of them is selected to attend a banquet to hold and attend a banquet end as target from ranking results；It attends a banquet to hold to the target and sends the call request information；When detect the target attend a banquet end send call answering information when, the call answering information is sent to the client, so as to establish the calling relationship of both sides.The present invention can the call center services based on network transmission to client provide more accurately service, improve user experience, improve business processing efficiency.
Description
Technical field
The present invention relates to call center field, more particularly to method of calling and system based on call center system.
Background technology
Call center system is widely used in the industry-by-industries such as bank, insurance, government, telecommunications, mainly passes through network electricity
The modes such as words are realized.With the continuous improvement of the network bandwidth and communication quality of each operator, call center system compels to be essential
Audio and video is supported to interact, so as to provide the good service of " face-to-face " for the client in strange land and attendant.
Invention content
In view of the foregoing deficiencies of prior art, the purpose of the present invention is to provide the callings based on call center system
Method and system, for solving the problems, such as that call center system does not support audio and video to interact in the prior art.
In order to achieve the above objects and other related objects, the present invention provides a kind of caller based on call center system
Method, the call center system prestore at least one attend a banquet end of at least one type of service with handling each type of service
Correspondence relationship information, the method includes：The call request information of client is received, wherein, the call request information includes：
The type of service of business that the client needs are handled；It is searched from the correspondence relationship information and handles the type of service
At least one end of attending a banquet, and sorted according to default queue discipline, one of them end of attending a banquet is selected from ranking results as target
It attends a banquet end；It attends a banquet to hold to the target and sends the call request information；The calling of transmission is held when detecting that the target is attended a banquet
During response message, the call answering information is sent to the client, so as to establish the calling relationship of both sides.
In one embodiment of the invention, the basis presets queue discipline sequence, one of them is selected from ranking results
End of attending a banquet is attended a banquet end as target, including one or more combinations in the following manner：Mode 1) exclude out of service attend a banquet
End, and will be serviced by free time longest end of attending a banquet and attended a banquet end as target for end sequence of attending a banquet by service free time length；
Mode 2) end of attending a banquet out of service is excluded, and by service busy extent to end sequence of attending a banquet, it is minimum by busy extent is serviced
End of attending a banquet is attended a banquet end as target.
In one embodiment of the invention, for the both sides of calling relationship have been established, the method further includes：Step is assisted in calling
Rapid and/or calling corrigendum step, the calling assist step to include：Hold what is sent to need to assist when detecting that the target is attended a banquet
During the request of transacting business, other assistance for handling the types of service is selected to attend a banquet end, and establish the assistance attend a banquet end and
The target attend a banquet end and the client calling relationship；The calling corrigendum step includes：When detecting that the target sits
When what Xi Duan was sent needs the client to re-establish the request of calling, according to the target attend a banquet corrigendum type of service that end provides from
It is searched in the correspondence relationship information and corrects end of attending a banquet accordingly, and establish the calling for correcting and attending a banquet and holding with the client
Relationship.
In one embodiment of the invention, for the both sides of calling relationship have been established, the method further includes：Detect the visitor
Family end and/or the target, which are attended a banquet, holds the audio/video flow information of generation, and be transmitted to other side.
In one embodiment of the invention, the method further includes：Record the client detected and/or the target
It attends a banquet and holds the audio/video flow information of generation, and category is filed.
In order to achieve the above objects and other related objects, the present invention provides a kind of calling system based on call center system
System, the call center system prestore at least one attend a banquet end of at least one type of service with handling each type of service
Correspondence relationship information, the system comprises：Receiving module, for receiving the call request information of client, wherein, the calling
Solicited message includes：The type of service of business that the client needs are handled；Enquiry module, for believing from the correspondence
At least one end of attending a banquet for handling the type of service is searched in breath, and is sorted according to default queue discipline, from ranking results
One of them end of attending a banquet is selected to attend a banquet end as target；Sending module, please for attending a banquet the end transmission calling to the target
Seek information；Detection module, the call answering information held and sent for the target to be detected to attend a banquet, when detecting by the calling
Response message is sent to the client, so as to establish the calling relationship of both sides.
In order to achieve the above objects and other related objects, the present invention provides a kind of call center system, including：It is lined up single
Member prestores the correspondence relationship information at least one attend a banquet end of at least one type of service with handling each type of service, uses
In the call request information for receiving client, wherein, the call request information includes：The business that the client needs are handled
Type of service；At least one end of attending a banquet for handling the type of service is searched from the correspondence relationship information, and according to pre-
If queue discipline sorts, one of them end of attending a banquet is selected to attend a banquet end as target from ranking results；Calling unit, described in connection
Queued units send the call request information for attending a banquet to hold to the target；It is sent detecting that the target attends a banquet to hold
Call answering information when, the call answering information is sent to the client, so as to establish the calling relationship of both sides.
In one embodiment of the invention, the basis presets queue discipline sequence, one of them is selected from ranking results
End of attending a banquet is attended a banquet end as target, including one or more combinations in the following manner：Mode 1) exclude out of service attend a banquet
End, and will be serviced by free time longest end of attending a banquet and attended a banquet end as target for end sequence of attending a banquet by service free time length；
Mode 2) end of attending a banquet out of service is excluded, and by service busy extent to end sequence of attending a banquet, it is minimum by busy extent is serviced
End of attending a banquet is attended a banquet end as target.
In one embodiment of the invention, the calling unit is additionally operable to：Detect the target attend a banquet end send need assist
Help the request of transacting business；It establishes to assist to attend a banquet and holds the calling relationship of attend a banquet with the target end and the client；The row
Team's unit is additionally operable to：According to the request for needing assist business, other is selected to handle the assistance of the type of service and is sat
Xi Duan；And/or the calling unit is additionally operable to：Detect the target attend a banquet end send client is needed to re-establish calling
Request；It establishes and corrects attend a banquet end and the calling relationship of the client；The queued units are additionally operable to：Client is needed according to described
Re-establish the target included in the request of calling attend a banquet end provide corrigendum type of service believe from the correspondence
It is searched in breath and corrects end of attending a banquet accordingly.
In one embodiment of the invention, the system also includes：Streaming Media administrative unit and Streaming Media connected to it turn
Bill member, the Streaming Media administrative unit are used for：For the both sides of calling relationship have been established, the client and/or institute are detected
Target is stated to attend a banquet the audio/video flow information that end generates, and a specified Streaming Media retransmission unit；The Streaming Media retransmission unit is used for：
It receives the client and/or the target attends a banquet and holds the audio/video flow information of generation, and be transmitted to other side.
In one embodiment of the invention, the system also includes：It is single to connect the Streaming Media forwarding for Streaming Media recording elements
Member attends a banquet for recording the client and/or the target and holds the audio/video flow information of generation, and category is filed.
As described above, the method for calling and system based on call center system of the present invention, compensates in calling at this stage
It feels concerned about system and does not support the shortcoming of audio and video interactive function, the high-quality clothes of " face-to-face " are provided for the client in strange land and attendant
Business improves the business processing efficiency of the industry-by-industries such as bank, insurance, government, telecommunications.
Description of the drawings
Figure 1A is shown as the calling configuration diagram of one embodiment of the invention.
Figure 1B is shown as the method for calling flow chart based on call center system of one embodiment of the invention.
Fig. 1 C are shown as the calling system module map based on call center system of one embodiment of the invention.
Fig. 2 is shown as the calling configuration diagram of another embodiment of the present invention.
Fig. 3 is shown as the calling configuration diagram of further embodiment of this invention.
Fig. 4 is shown as the calling configuration diagram of yet another embodiment of the invention.
Specific embodiment
Illustrate embodiments of the present invention below by way of specific specific example, those skilled in the art can be by this specification
Disclosed content understands other advantages and effect of the present invention easily.The present invention can also pass through in addition different specific realities
The mode of applying is embodied or practiced, the various details in this specification can also be based on different viewpoints with application, without departing from
Various modifications or alterations are carried out under the spirit of the present invention.It should be noted that in the absence of conflict, following embodiment and implementation
Feature in example can be combined with each other.
It should be noted that the diagram provided in following embodiment only illustrates the basic structure of the present invention in a schematic way
Think, component count, shape and size when only display is with related component in the present invention rather than according to actual implementation in schema then
It draws, kenel, quantity and the ratio of each component can be a kind of random change during actual implementation, and its assembly layout kenel
It is likely more complexity.
A is please referred to Fig.1, the present invention provides a kind of method of calling, between being established client using call center system and attended a banquet
Calling relationship, can be widely applied to the industry-by-industries such as bank, insurance, government, telecommunications, intelligently for client arrange handle
The service of related service is attended a banquet.As shown in Figure 1B, the call center system prestores at least one type of service and processing is every
The correspondence relationship information at least one end of attending a banquet of kind type of service, the method for calling mainly include the following steps：
Step S101：The call request information of client is received, wherein, the call request information includes：The client
End needs the type of service of business handled；
Step S102：At least one end of attending a banquet for handling the type of service is searched from the correspondence relationship information, and
It is lined up according to default queue discipline, and one of them end of attending a banquet is selected to attend a banquet end as target from being lined up in result；
Step S103：It attends a banquet to hold to the target and sends the call request information；
Step S104：When detect the target attend a banquet end send call answering information when, the call answering is believed
Breath is sent to the client, so as to establish calling relationship.
Please refer to Fig.1 C, the present invention provides a kind of with corresponding the exhaling based on call center system of above method embodiment
System 10 is, is realized as the software for being equipped on the call center system.The call center system can be set for server
It is standby, prestore the correspondence relationship information at least one attend a banquet end of at least one type of service with handling each type of service.Institute
System 10 is stated to include：Receiving module 11, enquiry module 12, sending module 13, detection module 14.
Receiving module 11 receives the call request information of client, wherein, the call request information includes：The client
End needs the type of service of business handled；Enquiry module 12 searches the processing type of service from the correspondence relationship information
At least one end of attending a banquet, and according to default queue discipline be lined up, and from be lined up result in select one of them attend a banquet end as
Target is attended a banquet end；Sending module 13, which attends a banquet to hold to the target, sends the call request information；Detection module 14 detects described
Target, which is attended a banquet, holds the call answering information of transmission, and the call answering information is sent to the client when detecting.
As shown in Fig. 2, in one embodiment, the call center system includes：Call-management server, queuing service
Service corresponding to device, at least one type of service and each type of business attend a banquet end information be pre-stored in it is described be lined up clothes
It is engaged in device, for example, in bank service field, the corresponding service of type of service " saving " attends a banquet and has 3, and seating stand is respectively
ID1, ID2, ID3 or IP address 1, IP address 2, IP address 3 etc., the method for calling includes the following steps：
Step 1, queuing service device receive the call request information of client, wherein, the call request information includes：Institute
State the type of business that client needs are handled；
Step 2 and 2 '：Correspondence of the queuing service device between " type of service " of storage and " service seating stand "
In information, all ends of attending a banquet for handling such business are searched, and sort according to default queue discipline, it is selected from being lined up in result
In an end of attending a banquet attend a banquet end as target, and the attend a banquet information at end of the target is sent respectively to client, call management service
Device；It should be noted that default queue discipline can be：First, the state at all ends of attending a banquet for handling the type business is obtained
Information, such as：Seat is left, takes a break, servicing, servicing free time etc.；Then, it excludes that attending a banquet for service cannot be provided
End, and will be serviced by free time longest end of attending a banquet and attended a banquet end as target for end sequence of attending a banquet by service free time length；
Alternatively, end of attending a banquet out of service is excluded, and by service busy extent to end sequence of attending a banquet, the seat minimum by busy extent is serviced
Xi Duan attends a banquet end as target, and attends a banquet current queue number to client transmission, so as to which client be enabled to wait for.
Step 3：Call-management server, which attends a banquet to hold to the target, sends the call request information；
Step 4：Call-management server detect and receive the target attend a banquet end send call answering information；
Step 5：Call-management server sends it to the client after the call answering information is received.
After above-mentioned steps 1~5, building for calling is just completed between client and the end of attending a banquet for handling target service
It is vertical.
Referring to Fig. 3, in one embodiment, the call center system further includes：Stream media management server, Streaming Media
Forwarding server, the method for calling further include：
Step 6 and 6 '：When the client or target attend a banquet end produce audio/video flow information when (client and operator attendance
Between exchanged by voice, video) can to the stream media management server send obtain a Streaming Media forwarding server
The information such as IP address instruction；
Step 7 and 7 '：When stream media management server receives the instruction, a Streaming Media forwarding server is specified, and will
The information such as the IP address of the Streaming Media forwarding server are sent to the client for sending the instruction or target is attended a banquet end；It needs
Illustrate, the Streaming Media forwarding server being connect with the stream media management server there can be multiple, each Streaming Media turn
Hair server can service one or more pairs of clients and the end of attending a banquet for its service, optionally, each Streaming Media forwarding service
The service logarithm of device can set a upper limit value, so as to alleviate the service pressure of each Streaming Media forwarding server, and can improve
Efficiency of service, further, it is also possible to be quantified by the working condition for setting different threshold value streaming media forwarding servers, example
Such as, setting service logarithm represents " free time " within 50, and " busy " is represented more than 50 and less than 150, and more than 150
" saturation " etc. is represented, so set, stream media management server can be according to the service feelings of each Streaming Media forwarding server
The Streaming Media forwarding server of condition, the reasonably specified relative free in end of attending a banquet for certain to client and for its service；
Step 8 and 8 '：When the client or target end of attending a banquet receive the IP address of Streaming Media forwarding server specified
Afterwards, the audio/video flow information of oneself generation is just sent to, Streaming Media forwarding server receives either one audio/video flow sent
Information will be forwarded to other side, so as to enable client, target attend a banquet end between can swimmingly carry out business handling.
During business handling, end of attending a banquet may may require that other people assist to be jointly processed by this business, at this point, described
Method of calling further includes calling and assists step：
1) target attend a banquet end according to traffic needs by inviting function that other is invited to attend a banquet into the calling, i.e., to exhaling
Management server transmission is made to need the request of assist business；
2) call-management server forwards the request to queuing service device；
3) queuing service device finds other ends of attending a banquet for the business for handling the type from the correspondence relationship information of storage, and
One or more is selected to be sent to call-management server as end of attending a banquet is assisted；It should be noted that the mistake of selection
Journey may refer to above-mentioned default queue discipline, not repeat to repeat here；
4) call-management server establishes attend a banquet end, target of each assistance according to above-mentioned steps 1~5 and attends a banquet end and client
Between calling relationship, so as to allow invite successfully after each party in the calling relationship established can receive the sound of its other party and regard
Frequency stream information.
During business handling, there may be attend a banquet with finding that client exhales asking for wrong business after customer communication
Topic, that is to say, that the target, which attends a banquet to hold, can not actually handle such business, and end can help client at this point, the target is attended a banquet
The calling is turned to exhale end of correctly attending a banquet, the specific method for correcting that calls includes：
1) target attends a banquet to hold needs the request for re-establishing calling by more orthofunction to call-management server transmission；
2) call-management server forwards the request to queuing service device；
3) queuing service device extracted from the request target attend a banquet end provide corrigendum type of service, from the correspondence
It is searched in relation information and corrects end of attending a banquet accordingly, be sent to call-management server；
4) call-management server establishes the calling relationship corrected and attended a banquet between end and client according to above-mentioned steps 1~5.
Referring to Fig. 4, in one embodiment, the call center system further includes：Streaming Media Video Record Processor, it is optional
, each Streaming Media forwarding server is each so as to alleviate equipped with multiple Streaming Media Video Record Processor for communicating with connection
The recording pressure of Streaming Media Video Record Processor improves and records efficiency.The method of calling further includes step 9：Streaming Media is recorded to turn
Client, the audio/video flow information that end generates of attending a banquet that server receives are sent out, in recording process, keeps the more of video file
The time synchronization of road audio and video, and press the classifications filing such as calling front end number, the number of attending a banquet, call business, call time.
Referring to Fig. 4, in one embodiment, the call center system further includes：Signaling forwarding server, respectively with institute
State each server and client in call center system, end communication connection of attending a banquet, the communication of any of the above method and step
Instruction is realized by the signaling forwarding server.By taking step 1 as an example, client sends call request to queuing service device
Information is to pass through：The call request information is first sent to signaling forwarding server by client, then will by signaling forwarding server
The call request information is sent to queuing service device, so as to be conducive to the unified management to entire call center system.
Referring to Fig. 4, in one embodiment, the call center system further includes：State server connects the signaling
Forwarding server, so as to be connect with each server communication of the call center system, for whether detecting each server
In normal working condition, convenient for being diagnosed when the call center system breaks down.
In conclusion the method for calling and system based on call center system of the present invention, the calling based on network transmission
Center service is provided to client and is more accurately serviced, and improves user experience, is improved business processing efficiency, is effectively overcome existing skill
Various shortcoming in art and have high industrial utilization.
The above-described embodiments merely illustrate the principles and effects of the present invention, and is not intended to limit the present invention.It is any ripe
The personage for knowing this technology all can carry out modifications and changes under the spirit and scope without prejudice to the present invention to above-described embodiment.Cause
This, those of ordinary skill in the art is complete without departing from disclosed spirit and institute under technological thought such as
Into all equivalent modifications or change, should by the present invention claim be covered.
Claims (11)
1. a kind of method of calling based on call center system, which is characterized in that the call center system prestores at least one
The correspondence relationship information at least one attend a banquet end of the kind type of service with handling each type of service, the method includes：
The call request information of client is received, wherein, the call request information includes：The industry that the client needs are handled
The type of service of business；
At least one end of attending a banquet for handling the type of service is searched from the correspondence relationship information, and is advised according to default be lined up
It then sorts, one of them end of attending a banquet is selected to attend a banquet end as target from ranking results；
It attends a banquet to hold to the target and sends the call request information；
When detect the target attend a banquet end send call answering information when, the call answering information is sent to the visitor
Family end, so as to establish the calling relationship of both sides.
2. the method for calling according to claim 1 based on call center system, which is characterized in that the basis presets row
Team's rule compositor selects one of them end of attending a banquet to attend a banquet end as target, including one kind in the following manner from ranking results
Or multiple combinations：
Mode 1) exclude out of service end of attending a banquet, and by service free time length to end sequence of attending a banquet, during by the service free time
Between longest end of attending a banquet attend a banquet end as target；
Mode 2) end of attending a banquet out of service is excluded, and busy extent will be serviced most to end sequence of attending a banquet by service busy extent
It attends a banquet end as target at low end of attending a banquet.
3. the method for calling according to claim 1 or 2 based on call center system, which is characterized in that for having been established
The both sides of calling relationship, the method further include：Step and/or calling corrigendum step are assisted in calling,
The calling assists step to include：The request for needing assist business of transmission is held when detecting that the target is attended a banquet
When, other assistance for handling the types of service is selected to attend a banquet end, and establish that end is attended a banquet in the assistance and the target is attended a banquet end
And the calling relationship of the client；
The calling corrigendum step includes：Hold what is sent client is needed to re-establish asking for calling when detecting that the target is attended a banquet
When asking, the corrigendum type of service held and provided of being attended a banquet according to the target is searched corresponding corrigendum from the correspondence relationship information and is sat
Xi Duan, and establish the calling relationship for correcting attend a banquet end and the client.
4. the method for calling according to claim 1 based on call center system, which is characterized in that for calling has been established
The both sides of relationship, the method further include：It detects the client and/or the target attends a banquet and the audio/video flow generated is held to believe
Breath, and it is transmitted to other side.
5. the method for calling according to claim 4 based on call center system, which is characterized in that further include：Record inspection
The client and/or the target measured, which is attended a banquet, holds the audio/video flow information of generation, and category is filed.
6. a kind of calling system based on call center system, which is characterized in that the call center system prestores at least one
The correspondence relationship information at least one attend a banquet end of the kind type of service with handling each type of service, the system comprises：
Receiving module, for receiving the call request information of client, wherein, the call request information includes：The client
End needs the type of service of business handled；
Enquiry module, for searching at least one end of attending a banquet for handling the type of service from the correspondence relationship information, and
It is sorted according to default queue discipline, one of them end of attending a banquet is selected to attend a banquet end as target from ranking results；
Sending module sends the call request information for attending a banquet to hold to the target；
Detection module, the call answering information held and sent for the target to be detected to attend a banquet, and when detecting by the calling
Response message is sent to the client, so as to establish the calling relationship of both sides.
7. a kind of call center system, which is characterized in that including：
Queued units prestore the corresponding pass at least one attend a banquet end of at least one type of service with handling each type of service
It is information, for receiving the call request information of client, wherein, the call request information includes：The client needs
The type of service for the business handled；Described at least one of type of service of processing is searched from the correspondence relationship information to attend a banquet
End, and sorted according to default queue discipline, one of them end of attending a banquet is selected to attend a banquet end as target from ranking results；
Calling unit connects the queued units, and the call request information is sent for attending a banquet to hold to the target；It is detecting
When attending a banquet the call answering information of end transmission to the target, the call answering information is sent to the client, so as to
Establish the calling relationship of both sides.
8. call center system according to claim 7, which is characterized in that the basis presets queue discipline sequence, from
One of them end of attending a banquet is selected to attend a banquet end as target in ranking results, including one or more combinations in the following manner：
Mode 1) exclude out of service end of attending a banquet, and by service free time length to end sequence of attending a banquet, during by the service free time
Between longest end of attending a banquet attend a banquet end as target；
Mode 2) end of attending a banquet out of service is excluded, and busy extent will be serviced most to end sequence of attending a banquet by service busy extent
It attends a banquet end as target at low end of attending a banquet.
9. call center system according to claim 7 or 8, which is characterized in that
The calling unit is additionally operable to：Detect the target attend a banquet end send the request for needing assist business；Establish association
It helps to attend a banquet and holds the calling relationship of attend a banquet with the target end and the client；
The queued units are additionally operable to：According to the request for needing assist business, other is selected to handle the service class
The assistance of type is attended a banquet end；
And/or
The calling unit is additionally operable to：Detect the target attend a banquet end send the request that client is needed to re-establish calling；It builds
It is vertical to correct attend a banquet end and the calling relationship of the client；
The queued units are additionally operable to：According to it is described client is needed to re-establish the request of calling included in the target sit
The corrigendum type of service that Xi Duan is provided is searched from the correspondence relationship information corrects end of attending a banquet accordingly.
10. call center system according to claim 7, which is characterized in that further include：Streaming Media administrative unit and with
Its Streaming Media retransmission unit connected,
The Streaming Media administrative unit is used for：For the both sides of calling relationship have been established, the client and/or the mesh are detected
Mark, which is attended a banquet, holds the audio/video flow information of generation, and a specified Streaming Media retransmission unit；
The Streaming Media retransmission unit is used for：It receives the client and/or the target attends a banquet and the audio/video flow generated is held to believe
Breath, and it is transmitted to other side.
11. call center system according to claim 10, which is characterized in that further include：Streaming Media recording elements, connection
The Streaming Media retransmission unit attends a banquet for recording the client and/or the target and holds the audio/video flow information of generation, and
Category is filed.
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| CN109166340A (en) * | 2018-07-25 | 2019-01-08 | 厦门路桥信息股份有限公司 | Unattended cloud queuing strategy, medium and system |
| CN109889758A (en) * | 2019-01-30 | 2019-06-14 | 平安科技（深圳）有限公司 | Video adapting method, electronic device, computer equipment and readable storage medium storing program for executing |
| CN109922215A (en) * | 2019-01-08 | 2019-06-21 | 平安科技（深圳）有限公司 | Client service center's work dispatching method, device, computer equipment and storage medium |
| CN110111069A (en) * | 2019-04-22 | 2019-08-09 | 深圳市即构科技有限公司 | Business handling method, server and storage medium |
| CN110138987A (en) * | 2019-05-15 | 2019-08-16 | 北京首汽智行科技有限公司 | A kind of customer service cut-in method promoting high-quality user's viscosity |
| CN110493481A (en) * | 2019-08-19 | 2019-11-22 | 福建工程学院 | A kind of queuing optimization method and device of customer service call center |
| CN111131639A (en) * | 2019-12-31 | 2020-05-08 | 亚信科技（中国）有限公司 | Customer service seat allocation method, customer service seat allocation device, server and storage medium |
| CN111669535A (en) * | 2020-06-15 | 2020-09-15 | 中国建设银行股份有限公司 | Method and system for remotely handling financial services based on multi-channel videos |
| CN113225439A (en) * | 2021-05-14 | 2021-08-06 | 上海井星信息科技有限公司 | Automatic call distribution method, device, electronic equipment and storage medium |
| CN113660381A (en) * | 2021-08-16 | 2021-11-16 | 马上消费金融股份有限公司 | Voice service processing method, device, equipment and storage medium |
| CN114500752A (en) * | 2021-12-31 | 2022-05-13 | 深圳市道旅旅游科技股份有限公司 | Call center control method, device, system and storage medium |
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| CN109166340A (en) * | 2018-07-25 | 2019-01-08 | 厦门路桥信息股份有限公司 | Unattended cloud queuing strategy, medium and system |
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| CN109889758A (en) * | 2019-01-30 | 2019-06-14 | 平安科技（深圳）有限公司 | Video adapting method, electronic device, computer equipment and readable storage medium storing program for executing |
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| CN111131639A (en) * | 2019-12-31 | 2020-05-08 | 亚信科技（中国）有限公司 | Customer service seat allocation method, customer service seat allocation device, server and storage medium |
| CN111669535A (en) * | 2020-06-15 | 2020-09-15 | 中国建设银行股份有限公司 | Method and system for remotely handling financial services based on multi-channel videos |
| CN113225439A (en) * | 2021-05-14 | 2021-08-06 | 上海井星信息科技有限公司 | Automatic call distribution method, device, electronic equipment and storage medium |
| CN113660381A (en) * | 2021-08-16 | 2021-11-16 | 马上消费金融股份有限公司 | Voice service processing method, device, equipment and storage medium |
| CN114500752A (en) * | 2021-12-31 | 2022-05-13 | 深圳市道旅旅游科技股份有限公司 | Call center control method, device, system and storage medium |
| CN114500752B (en) * | 2021-12-31 | 2023-01-06 | 深圳市道旅旅游科技股份有限公司 | Call center control method, device, system and storage medium |
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