CN108347537A - Call center management system - Google Patents
Call center management system Download PDFInfo
- Publication number
- CN108347537A CN108347537A CN201711497676.6A CN201711497676A CN108347537A CN 108347537 A CN108347537 A CN 108347537A CN 201711497676 A CN201711497676 A CN 201711497676A CN 108347537 A CN108347537 A CN 108347537A
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- CN
- China
- Prior art keywords
- module
- seat
- call
- user
- state
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- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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Classifications
-
- 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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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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
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
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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
- H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
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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
- H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Multimedia (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
Abstract
The present invention provides a kind of call center management systems, including：Log-in module, for inputting account number, password and the server address registration of administrator's offer to server；Cancellation module, for nullifying Entered state；State changes module, for will the state of attending a banquet change into it is ready, show it is not busy, show busy, leave state；Incoming call module, when seat is in ready state, phone will be given seat by user according to intelligent method of distribution, when seat is in ring, it will incoming call prompt occur, and occur answering and refusing button, click answers, starts to converse；Module is breathed out, for for outside outbound calling of attending a banquet.The present invention provides complete call manager systems, and the seamless connection between attending a banquet, which may be implemented, using the present invention coordinates, and preferably calling experience can be provided for the user of Inbound Calls.
Description
Technical field
The present invention relates to field of software development, and in particular to a kind of call center management system.
Background technology
With the development of computer technology and telecommunication path technology, call center is in enterprise applies gradually from phone
Marketing center changes towards CTI (computer telephone integration) rich calls center, that phone, computer, internet etc. is more
Kind medium integrated application is in the multinomial work such as marketing, service.The application of call center also tends to generally, all kinds of enterprises
With according to enterprises characteristics, customization enterprise grade call center.
Meanwhile with the growth of call center's portfolio, it is desirable that call center system is run steadily in the long term, is especially attended a banquet
Hold the softphone that is closely interacted with CTI platforms, it is desirable that can the various CTI events of efficient process, when any failure of single-point appearance, energy
Enough fast and smooth handoffs, client can perceive the action less than backstage and softphone with seat personnel, and no matter caller client is in
Still being lined up in call can accomplish that speech channel is not interrupted, business does not break.
Existing call center system generally ensures business continuity by the way of dual-host backup, when a traffic server
When delay machine, another traffic server can start automatically, and the contact between softphone and traffic server can be switched on standby host.
But when two traffic server all delay machines, softphone must then log off, reselection check-in to other call service
On device, traffic interruption, business broken string are thereby resulted in.
Invention content
It is an object of the invention to be directed to the problems of the prior art, a kind of call center management system is provided.
To achieve the above object, the present invention uses following technical scheme：
A kind of call center management system, including：
Log-in module, for inputting account number, password and the server address registration of administrator's offer to server；
Cancellation module, for nullifying Entered state；
State changes module, for will the state of attending a banquet change into it is ready, show it is not busy, show busy, leave state；
Incoming call module, when seat is in ready state, phone will be given seat by user according to intelligent method of distribution,
When seat is in ring, it will incoming call prompt occur, and occur answering and refusing button, click answers, starts to converse；
Module is breathed out, for for outside outbound calling of attending a banquet；
Call keeps module, when seat is being conversed with user, clicks " call is kept " button and carries out holding call, this
Shi Shuanfang will be unable to hear that other side's sound, user will hear waiting voice, restores call and clicks " call continues " button.
Further, further include：
Seat module is seeked advice from, the call of temporary suspension seat and user is used for, attends a banquet to other and send out counsel requests then
Answer user back again；
The outer wire module of consulting is dialed after outside line seeked advice from, then look for for the call of temporary suspension seat and user
Continue to converse in reuse family.
Further, further include：
Switching seat module, for when seat A and user converse, the talk line of user to be transferred to seat B,
Current seat A will terminate to converse after transfer, and user continues to converse with seat B；
The outer wire module of switching, for when seat and user being conversed, user being transferred to outside line, works as front stall after transfer
Seat will terminate to converse；
Three-Way Calling module, for carrying out Three-Way Calling.
Further, further include：
Call queue module, the Subscriber Queue for checking current incoming call；
Connection module is robbed, subscriber phone is connect for being robbed in the Subscriber Queue of incoming call.
The present invention provides complete call manager systems, and the seamless connection between attending a banquet, which may be implemented, using the present invention matches
It closes, preferably calling experience can be provided for the user of Inbound Calls.
Specific implementation mode
Below in conjunction with specific embodiments, technical scheme of the present invention is described in detail.
A kind of call center management system, including：
Log-in module, for inputting account number, password and the server address registration of administrator's offer to server；
Cancellation module, for nullifying Entered state；
State changes module, for will the state of attending a banquet change into it is ready, show it is not busy, show busy, leave state；
Incoming call module, when seat is in ready state, phone will be given seat by user according to intelligent method of distribution,
When seat is in ring, it will incoming call prompt occur, and occur answering and refusing button, click answers, starts to converse；
Module is breathed out, for for outside outbound calling of attending a banquet；
Call keeps module, when seat is being conversed with user, clicks " call is kept " button and carries out holding call, this
Shi Shuanfang will be unable to hear that other side's sound, user will hear waiting voice, restores call and clicks " call continues " button.
Further, further include：
Seat module is seeked advice from, the call of temporary suspension seat and user is used for, attends a banquet to other and send out counsel requests then
Answer user back again；
The outer wire module of consulting is dialed after outside line seeked advice from, then look for for the call of temporary suspension seat and user
Continue to converse in reuse family.
Further, further include：
Switching seat module, for when seat A and user converse, the talk line of user to be transferred to seat B,
Current seat A will terminate to converse after transfer, and user continues to converse with seat B；
The outer wire module of switching, for when seat and user being conversed, user being transferred to outside line, works as front stall after transfer
Seat will terminate to converse；
Three-Way Calling module, for carrying out Three-Way Calling.
Further, further include：
Call queue module, the Subscriber Queue for checking current incoming call；
Connection module is robbed, subscriber phone is connect for being robbed in the Subscriber Queue of incoming call.
Several embodiments of the invention above described embodiment only expresses, the description thereof is more specific and detailed, but simultaneously
Cannot the limitation to the scope of the claims of the present invention therefore be interpreted as.It should be pointed out that for those of ordinary skill in the art
For, without departing from the inventive concept of the premise, various modifications and improvements can be made, these belong to the guarantor of the present invention
Protect range.Therefore, the protection domain of patent of the present invention should be determined by the appended claims.
Claims (4)
1. a kind of call center management system, which is characterized in that including：
Log-in module, for inputting account number, password and the server address registration of administrator's offer to server；
Cancellation module, for nullifying Entered state；
State changes module, for will the state of attending a banquet change into it is ready, show it is not busy, show busy, leave state；
Incoming call module, when seat is in ready state, phone will be given seat by user according to intelligent method of distribution, work as seat
When seat is in ring, it will incoming call prompt occur, and occur answering and refusing button, click answers, starts to converse；
Module is breathed out, for for outside outbound calling of attending a banquet；
Call keeps module, when seat is being conversed with user, clicks " call is kept " button and carries out holding call, double at this time
Side will be unable to hear that other side's sound, user will hear waiting voice, restores call and clicks " call continues " button.
2. call center management system according to claim 1, which is characterized in that further include：
Seat module is seeked advice from, the call of temporary suspension seat and user is used for, is attended a banquet to other and is sent out counsel requests and then return again
To answer user；
The outer wire module of consulting is dialed after outside line seeked advice from, then give use for change for the call of temporary suspension seat and user
Continue to converse in family.
3. call center management module according to claim 2, which is characterized in that further include：
Seat module of transferring is shifted for when seat A and user converse, the talk line of user to be transferred to seat B
Current seat A will terminate to converse afterwards, and user continues to converse with seat B；
The outer wire module of switching, for when seat and user are conversed, user to be transferred to outside line, current seat will after transfer
It can terminate to converse；
Three-Way Calling module, for carrying out Three-Way Calling.
4. call center management module according to claim 3, which is characterized in that further include：
Call queue module, the Subscriber Queue for checking current incoming call；
Connection module is robbed, subscriber phone is connect for being robbed in the Subscriber Queue of incoming call.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711497676.6A CN108347537A (en) | 2017-12-30 | 2017-12-30 | Call center management system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711497676.6A CN108347537A (en) | 2017-12-30 | 2017-12-30 | Call center management system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN108347537A true CN108347537A (en) | 2018-07-31 |
Family
ID=62961328
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201711497676.6A Pending CN108347537A (en) | 2017-12-30 | 2017-12-30 | Call center management system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN108347537A (en) |
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109040988A (en) * | 2018-09-03 | 2018-12-18 | 中国联合网络通信集团有限公司 | Multiplexing method and system between a kind of call center |
| CN109040491A (en) * | 2018-09-27 | 2018-12-18 | 平安科技（深圳）有限公司 | On-hook behavior processing method, device, computer equipment and storage medium |
| CN109194531A (en) * | 2018-11-07 | 2019-01-11 | 泰康保险集团股份有限公司 | Communication system, method and apparatus |
| CN112261235A (en) * | 2020-10-22 | 2021-01-22 | 中邮科通信技术股份有限公司 | Cloud call center platform based on FreeWITCH |
| CN112770007A (en) * | 2020-12-31 | 2021-05-07 | 深圳市珍爱捷云信息技术有限公司 | Call center outbound based method, device, electronic equipment and computer readable storage medium |
| CN113965647A (en) * | 2021-09-26 | 2022-01-21 | 西安震有信通科技有限公司 | Night service mode entering method, system and terminal in scheduling system |
-
2017
- 2017-12-30 CN CN201711497676.6A patent/CN108347537A/en active Pending
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109040988A (en) * | 2018-09-03 | 2018-12-18 | 中国联合网络通信集团有限公司 | Multiplexing method and system between a kind of call center |
| CN109040988B (en) * | 2018-09-03 | 2021-04-27 | 中国联合网络通信集团有限公司 | Multiplexing method and system between call centers |
| CN109040491A (en) * | 2018-09-27 | 2018-12-18 | 平安科技（深圳）有限公司 | On-hook behavior processing method, device, computer equipment and storage medium |
| CN109040491B (en) * | 2018-09-27 | 2021-04-27 | 平安科技（深圳）有限公司 | Hanging-up behavior processing method and device, computer equipment and storage medium |
| CN109194531A (en) * | 2018-11-07 | 2019-01-11 | 泰康保险集团股份有限公司 | Communication system, method and apparatus |
| CN112261235A (en) * | 2020-10-22 | 2021-01-22 | 中邮科通信技术股份有限公司 | Cloud call center platform based on FreeWITCH |
| CN112770007A (en) * | 2020-12-31 | 2021-05-07 | 深圳市珍爱捷云信息技术有限公司 | Call center outbound based method, device, electronic equipment and computer readable storage medium |
| CN113965647A (en) * | 2021-09-26 | 2022-01-21 | 西安震有信通科技有限公司 | Night service mode entering method, system and terminal in scheduling system |
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Legal Events
| Date | Code | Title | Description |
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| PB01 | Publication | ||
| PB01 | Publication | ||
| WD01 | Invention patent application deemed withdrawn after publication | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20180731 |