CN109005305A - A kind of call processing method and device of call center - Google Patents
A kind of call processing method and device of call center Download PDFInfo
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- CN109005305A CN109005305A CN201810778771.1A CN201810778771A CN109005305A CN 109005305 A CN109005305 A CN 109005305A CN 201810778771 A CN201810778771 A CN 201810778771A CN 109005305 A CN109005305 A CN 109005305A
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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
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/40—Support for services or applications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/60—Network streaming of media packets
- H04L65/65—Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
-
- 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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- Signal Processing (AREA)
- Multimedia (AREA)
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- Business, Economics & Management (AREA)
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Abstract
The embodiment of the present application provides the call processing method and device of a kind of call center, in the call processing method of the call center, receives the call request of caller；Judge in the call request whether to include that auto-pickup identifies；If including that auto-pickup identifies in the call request, the idle auto-pickup for judging whether there is off-hook is attended a banquet；If there is the idle auto-pickup of off-hook to attend a banquet, establish the caller and the off-hook idle auto-pickup attend a banquet between call.It is attended a banquet due to auto-pickup and is constantly in off hook state, i.e., it is after a upper end of conversation and permanent and be in idle condition, therefore more can quickly be connected to upcoming call request.
Description
Technical field
This application involves fields of communication technology, in particular to the call processing method and device of a kind of call center.
Background technique
With social development, the reinforcement of service awareness, call center system in life using more and more common.Calling
Centring system is the system collectively formed by multiple persons of attending a banquet to receive calls and voice gateways, and the person of attending a banquet is dialled by listening user
That makes a call answers the problem of user proposes, uses body conducive to user is improved to the degree of understanding of product and user
It tests.
However the person of attending a banquet user provided answer service when, need frequent off-hook to answer and on-hook terminates pair
Words.Off-hook movement needs to consume part-time with on-hook movement, and if the person of attending a banquet off-hook is not answered, it will when causing with the head of a household
Between wait so that the percent of call completed of call center declines, and reduce the usage experience of user.
Apply for content
In view of this, the embodiment of the present application provides the call processing method and device of a kind of call center.
In a first aspect, the embodiment of the present application provides a kind of call processing method of call center, which comprises connect
Receive the call request of caller；Judge in the call request whether to include that auto-pickup identifies；If being wrapped in the call request
Auto-pickup mark is included, the idle auto-pickup for judging whether there is off-hook is attended a banquet；If there is the idle auto-pickup of off-hook to sit
Seat, establish the caller and the off-hook idle auto-pickup attend a banquet between call.
First judge whether there is auto-pickup mark in call request；If so, having further determined whether auto-pickup seat
Seat is the idle state of off-hook；If so, the idle auto-pickup for then establishing the off-hook attend a banquet it is logical between caller
Gateway system.Since auto-pickup is attended a banquet in off hook state, i.e., after a upper end of conversation and it is permanent and in the free time
State, therefore it more can be quickly connected to upcoming call request, frequent progress off-hook is omitted and on-hook acts institute
The time of consumption, improve call center answers rate.
In a possible design, before the call request for receiving caller, the method also includes: it is in office
One auto-pickup is attended a banquet after check-in, is controlled any auto-pickup and is attended a banquet off-hook, is opened any auto-pickup and is attended a banquet pair
The channel subscriber line interface circuit SLIC answered, and establish the association in the channel SLIC with the corresponding channel DSP.
Preparatory attending a banquet for off-hook can attend a banquet as auto-pickup, and preparatory off-hook is opened the corresponding subscribers' line of the base and connect
The channel mouth circuit SLIC, association channel after determining client and relationship of attending a banquet, realizes call.
In a possible design, it is described judge in the call request whether to include auto-pickup mark after,
The method also includes: if not including that auto-pickup identifies in the call request, judge whether that configuring auto-pickup attends a banquet；If
Configuration auto-pickup is attended a banquet, and " judging whether auto-pickup has the idle auto-pickup of off-hook to attend a banquet in attending a banquet " step is executed,
Otherwise normal call process flow is executed.
If there is no auto-pickup mark in call request, also need to judge whether multiple calls are pre-configured in attending a banquet
Auto-pickup is attended a banquet, if being configured with, is executed and " is judged whether auto-pickup has the idle auto-pickup of off-hook to sit in attending a banquet
Seat " step, so that the call request for no auto-pickup mark provides the chance for the call that may attend a banquet with auto-pickup, from
And the waiting time of the initiation caller of the call request of no auto-pickup mark can be reduced, improve its user experience.
In a possible design, the idle auto-pickup for establishing the caller and the off-hook attends a banquet it
Between call, comprising: by the voice real time transport protocol RTP signal stream of the caller be associated with the off-hook it is idle from
It is dynamic to answer the corresponding channel DSP of attending a banquet.
In a possible design, the method also includes: after the on-hook message for receiving the caller, remove institute
The voice RTP signal stream of caller and the idle auto-pickup of the off-hook is stated to attend a banquet the association in the corresponding channel DSP；It is described
The idle auto-pickup of off-hook attends a banquet to wait establishing with new caller and converse.
When caller on-hook, the only idle auto-pickup of the voice RTP signal stream of dismantling call side and the off-hook
It attends a banquet the association in the corresponding channel DSP, the channel SLIC and the corresponding digital signals processing channel DSP which attends a banquet are still
It is associated with, if there is new caller to initiate call request, the idle auto-pickup of off-hook, which has been attended a banquet, quickly to exhale with new
The side of crying establishes association.
Second aspect, the embodiment of the present application provide a kind of call-processing arrangement, and described device includes: that signaling receives mould
Block, for receiving the call request of caller and parsing result being sent to control module；Control module, for according to the solution
Whether analysis result judges in the call request to include that auto-pickup identifies；If in the call request including auto-pickup mark
Know, notifies management module of attending a banquet；It attends a banquet management module, distributes to the calling for the idle auto-pickup of off-hook to be attended a banquet
Requesting party；Drive module, the idle auto-pickup for establishing the caller and the off-hook attend a banquet between call.
Control module judges whether there is auto-pickup mark in call request；If so, management module of attending a banquet then further is sentenced
It is the idle state of off-hook that whether break, which has auto-pickup to attend a banquet,；If so, management module of attending a banquet, for by idle off-hook from
It is dynamic answer to attend a banquet distribute to the call request side, the auto-pickup that drive module establishes the idle state of off-hook attend a banquet with
Correspondence between caller.Because in off hook state, i.e., after a upper end of conversation not auto-pickup is attended a banquet
On-hook and be in idle condition, therefore more can quickly be connected to upcoming call request, frequent progress is omitted and plucks
Machine and on-hook act the consumed time, and improve call center answers rate.
In a possible design, the management module of attending a banquet is also used to, after any auto-pickup attends a banquet check-in, control
It makes any auto-pickup to attend a banquet off-hook, and notifies drive module；The drive module is also used to, and is opened described any automatic
The channel corresponding subscriber line interface circuit SLIC of attending a banquet is answered, and establishes the channel SLIC and corresponding digital signals processing
The association in the channel DSP.
Preparatory attending a banquet for off-hook can attend a banquet as auto-pickup, and preparatory off-hook is opened the corresponding subscribers' line of the base and connect
The channel mouth circuit SLIC, association channel after determining client and relationship of attending a banquet, realizes call.
In a possible design, described device further include: the management module of attending a banquet is also used to, if the calling is asked
Do not include that auto-pickup identifies in asking, judges whether call configures auto-pickup and attend a banquet in attending a banquet；If configuration auto-pickup is attended a banquet,
The idle auto-pickup of off-hook is attended a banquet and distributes to the call request side, otherwise executes normal call process flow.
If there is no auto-pickup mark in call request, also need to judge whether multiple calls are pre-configured in attending a banquet
Auto-pickup is attended a banquet, if being configured with, is executed and " is judged whether auto-pickup has the idle auto-pickup of off-hook to sit in attending a banquet
Seat " step, so that the call request for no auto-pickup mark provides the chance for the call that may attend a banquet with auto-pickup, from
And the waiting time of the initiation caller of the call request of no auto-pickup mark can be reduced, improve its user experience.
In a possible design, the idle auto-pickup for establishing the caller and the off-hook attends a banquet it
Between call, comprising: by the voice real time transport protocol RTP signal stream of the caller be associated with the off-hook it is idle from
It is dynamic to answer the corresponding channel DSP of attending a banquet.
In a possible design, the management module of attending a banquet is also used to receive the on-hook message of the caller
Afterwards, the idle auto-pickup of the voice real time transport protocol RTP signal stream of removing the caller and the off-hook is attended a banquet pair
The association in the channel DSP answered；The idle auto-pickup of the off-hook attends a banquet to wait establishing with new caller and converse.
When caller on-hook, the only idle auto-pickup of the voice RTP signal stream of dismantling call side and the off-hook
It attends a banquet the association in the corresponding channel DSP, the channel SLIC and the corresponding digital signals processing channel DSP which attends a banquet are still
It is associated with, if there is new caller to initiate call request, the idle auto-pickup of off-hook, which has been attended a banquet, quickly to exhale with new
The side of crying establishes association, and frequent progress off-hook is omitted and on-hook acts the consumed time, improve call center answers rate.
The third aspect, the application provide a kind of electronic equipment, comprising: processor, memory and bus, the memory are deposited
The executable machine readable instructions of the processor are contained, when electronic equipment operation, the processor and the storage
By bus communication between device, execution first aspect or first aspect when the machine readable instructions are executed by the processor
Method described in any optional implementation.
Fourth aspect, the application provide a kind of computer readable storage medium, store on the computer readable storage medium
There is computer program, any optional realization of first aspect or first aspect is executed when which is run by processor
Method described in mode.
5th aspect, the application provide a kind of computer program product, and the computer program product is transported on computers
When row, so that computer executes the method in any possible implementation of first aspect or first aspect.
Above objects, features, and advantages to enable the embodiment of the present application to be realized are clearer and more comprehensible, be cited below particularly compared with
Good embodiment, and cooperate appended attached drawing, it is described in detail below.
Detailed description of the invention
Illustrate the technical solutions in the embodiments of the present application or in the prior art in order to clearer, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is only this
Some embodiments of application for those of ordinary skill in the art without creative efforts, can be with
It obtains other drawings based on these drawings.
Fig. 1 is the flow chart of the call processing method for the call center that the application first embodiment provides；
Fig. 2 is a kind of specific embodiment of the call processing method for the call center that the application first embodiment provides
Flow chart；
Fig. 3 is a kind of structural block diagram of call-processing arrangement of the application second embodiment.
Specific embodiment
In the prior art, apply more and more common by the call center system that voice gateways construct, system of call center
There are multiple persons of attending a banquet to receive calls in system, the person of attending a banquet can provide technical advice by way of receiving calls for user, sell
The service such as post-processing.The person of attending a banquet is during the work time, it usually needs frequent off-hook receives calls and on-hook terminates electricity
Words, off-hook movement will consume part-time with on-hook movement, if the person's of attending a banquet not off-hook after phone on-hook and when new user makes
The user newly made will be will lead to fall into a long wait, declined so as to cause the percent of call completed of the call center system.
In the prior art, alleviate that percent of call completed is low, user falls into a long wait often through the mode for increasing the person's of attending a banquet quantity
The problem of, improve telephone traffic and percent of call completed.However, increase the person of attending a banquet will lead to increase more verbal systems and personnel at
This, and not can avoid the problem of answering not in time manually and user is caused to fall into a long wait, influence user experience still.
Drawbacks described above existing in the prior art, applicants contemplate that being inventor after practicing and carefully studying
It is obtaining as a result, therefore, what the discovery procedure of the above problem and the hereinafter embodiment of the present invention were proposed regarding to the issue above
Solution all should be the contribution that inventor makes the present invention in process of the present invention.
In order to solve the above technical problems, the embodiment of the present application provides the call processing method and dress of following call center
It sets, below in conjunction with attached drawing, describes in detail to the call processing method and device of the call center in the embodiment of the present application.
First embodiment
Referring to Figure 1, Fig. 1 shows the process of the call processing method of the call center of the application first embodiment offer
Schematic diagram specifically comprises the following steps:
Step S110 receives the call request of caller.
Signaling receiving module is used to receive the call request of caller, and can be sent to control module, and control module can
To receive the call request of signaling receiving module transmission, and the call request is passed into management module of attending a banquet.
Management module of attending a banquet can answer state according to current multiple persons of attending a banquet, and the phone that user is squeezed into, which is distributed to, works as
The preceding suitable person of attending a banquet.Control module is specifically as follows call control layer module (Abstract Call Control, abbreviation ACC
Module), it is the core of entire call center system, control module completes Call- Control1 based on the agreement received and signaling
Function specifically receives the control driving of session initiation protocol (Session Initiation Protocol, abbreviation SIP) signaling
The function of module completion Call- Control1.
In one embodiment, control module receives the process for the call request that signaling receiving module is sent specifically such as
Under:
Signaling receiving module receives the call request that user makes a phone call generation, specifically receives session initiation protocol
The Invite call request of (Session Initiation Protocol, abbreviation SIP) signaling, and the call request is carried out
Parsing, to judge whether to carry auto-pickup mark in the call request.Signaling receiving module is taken in the acquisition call request
After the parsing result for identifying or not carrying auto-pickup mark with auto-pickup, sent the parsing result as call request
To control module.Control module handles SIP signaling information, realizes the Signalling exchange of SIP calling, and road calling is passed to
It attends a banquet management module.
Auto-pickup is identified as one section of character string in the call request, and character string characterization is with auto-pickup mark
Call request preferentially distributes to auto-pickup and attends a banquet.Auto-pickup attend a banquet converse for the first time for the person of attending a banquet before preparatory off-hook, without
On-hook movement, so that the corresponding phone of the person of attending a banquet is constantly in attending a banquet for off-hook on state.
Whether step S120 judges in the call request to include that auto-pickup identifies, if so, executing step S130.
Management module of attending a banquet obtains the parsing result in call request, which can specifically be led to by control module
Know, management module of attending a banquet makes whether the call request includes the judgement of auto-pickup mark according to parsing result, if wrapped
It includes, then illustrates that the call request should preferentially distribute to auto-pickup and attend a banquet, then follow the steps S130.
Step S130, the idle auto-pickup for judging whether there is off-hook are attended a banquet, if so, executing step S140.
The auto-pickup being in idle condition, which is attended a banquet, refers to that the auto-pickup is attended a banquet with the call of a upper user
Terminate or the person of attending a banquet converse for the first time before preparatory off-hook sat in the state connected with the call of next bit user is waited at any time
Seat management module according to the pre-stored data can attend a banquet data, from including that auto-pickup attends a banquet and commonly answers the multiple seats attended a banquet
All auto-pickups are first found in seat to attend a banquet；Then in judging that auto-pickup is attended a banquet again, if having oneself being in idle condition
Dynamic answer is attended a banquet.
It, can be by the corresponding user of the call request and in the free time if there is the auto-pickup being in idle condition to attend a banquet
The auto-pickup of state is attended a banquet connection.
In a kind of specific embodiment of the application, control module is also connected with interactive voice response
(Interactive Voice Response, abbreviation IVR) module, IVR module can be according to current talking state plays voices
Prompt.For example, attending a banquet to the auto-pickup being in idle condition, IVR module can issue the voice of " please wait client's incoming call "
Prompt to auto-pickup is attended a banquet.
Step S140, establish the caller and the off-hook idle auto-pickup attend a banquet between call.
Management module of attending a banquet determine the caller for initiating session communication request and the auto-pickup of free time attend a banquet between it is logical
Gateway system after management module of attending a banquet determines the relationship, caller is specifically established by drive module and the free time of off-hook is automatic
Answer the call between attending a banquet.The idle auto-pickup for establishing the caller and the off-hook attend a banquet between it is logical
Words, comprising: the voice real time transport protocol RTP signal stream of the caller is associated with to the idle auto-pickup of the off-hook
It attends a banquet the corresponding channel DSP.
Specifically, management module of attending a banquet can be determined as follows the communication customer end of caller and auto-pickup is sat
Correspondence between seat:
Management module of attending a banquet sends voice association control command to control module, includes calling in voice association control command
The identification information of the corresponding communication customer end in side (specifically includes IP address, MAC Address and communication customer end and initiates calling
The port numbers of request) and the identification information attended a banquet of the auto-pickup being in idle condition (specifically include number of attending a banquet
Or attend a banquet artificial number, Digital Signal Processing (Digital Signal processor, abbreviation DSP) channel number etc..Control module
The voice association control command for receiving management module transmission of attending a banquet, then sends control instruction to drive module；Drive module
The voice for the person of attending a banquet can be packaged as to real-time transport protocol (Real-time transport protocol, abbreviation RTP) language
Sound packet, then drive module is according to the port numbers of IP address, MAC Address and communication customer end RTP audio medium stream by RTP language
Sound packet is sent to the communication customer end that user holds.The voice of user is packaged by the equipment of opposite end, reaches local terminal by network
Equipment.The voice rtp streaming of user is passed to the DSP and user's line of the corresponding person of attending a banquet according to IP, MAC Address and RTP port numbers
Road interface circuit, thus realize communication customer end and auto-pickup attend a banquet between voice intercommunication.
The method also includes: after the on-hook message for receiving the caller, remove the voice RTP letter of the caller
Number stream and the idle auto-pickup of the off-hook are attended a banquet the association in the corresponding channel DSP；The free time of the off-hook connects automatically
It listens to attend a banquet to wait establishing with new caller and converse.
When caller on-hook, the only idle auto-pickup of the voice RTP signal stream of dismantling call side and the off-hook
It attends a banquet the association in the corresponding channel DSP, the channel SLIC and the corresponding digital signals processing channel DSP which attends a banquet are still
It is associated with, if there is new caller to initiate call request, the idle auto-pickup of off-hook, which has been attended a banquet, quickly to exhale with new
The side of crying establishes association.
After auto-pickup is attended a banquet with the user's communication of communication customer end, user's on-hook terminates current talking.Session Initiation Protocol
User's on-hook message is sent to control module, it is automatic with this to remove communication customer end that control module can control drive module
Answer the voice association between attending a banquet, i.e. dsp chip use of the RTP voice packet to the communication customer end that does not retransmit the person of attending a banquet
Family also no longer receives the RTP voice packet of the user of the communication customer end.
It should be noted that although communication customer end is removed with the voice association that auto-pickup is attended a banquet at this time, number
Signal processing (Digital Signal processor, abbreviation DSP) chip and subscriber line interface circuit (Subscriber
Line Interface Circuit, abbreviation SLIC) between channel it is in the conductive state, only DSP can not receive and dispatch RTP language
Sound packet.
IVR module receives user's on-hook message that control module is sent, and by user's on-hook suggestion voice through control module
It is transferred to the person of attending a banquet that auto-pickup is attended a banquet.At this point, the auto-pickup is attended a banquet and is set as idle state by management module of attending a banquet, from
And wait the incoming call of next user.
Control module first judges whether there is auto-pickup mark in call request；If so, having further determined whether certainly
It is dynamic to answer that attend a banquet be the idle state of off-hook；If so, the auto-pickup for then establishing the idle state of off-hook is attended a banquet and is exhaled
Correspondence between the side of crying.Specifically, if there is multiple auto-pickups being in idle condition to attend a banquet, can according to the time,
Priority evenly distributes the modes such as mechanism and distributes auto-pickup that one is in idle condition and attends a banquet and initiate call request
Establish correspondence between caller, it is limitation to the application that the specific method of salary distribution, which should not be construed,.Due to connecing automatically
Listen to attend a banquet and be constantly in off hook state, i.e., after a upper end of conversation and it is permanent and be in idle condition or the person of attending a banquet for the first time
Preparatory off-hook before conversing, therefore more can quickly be connected to upcoming call request, be omitted frequent progress off-hook with
On-hook acts the consumed time, and improve call center answers rate.
Optionally, before step S110, this method further include: after any auto-pickup attends a banquet check-in, described in control
Any auto-pickup is attended a banquet off-hook, is opened any auto-pickup and is attended a banquet the channel corresponding subscriber line interface circuit SLIC,
And it establishes the channel SLIC and handles being associated with for the channel DSP with corresponding digital signals.
The person of attending a banquet checks in management module of attending a banquet, and carries out phone off-hook movement.Drive module detects what the person of attending a banquet initiated
After off hook signal, off hook signal is sent to control module.Control module receives off hook signal, and control drive module believes number
Number processing (Digital Signal processor, abbreviation DSP) chip and subscriber line interface circuit (Subscriber
Line Interface Circuit, abbreviation SLIC) between channel association.
For auto-pickup is attended a banquet, the channel between dsp chip and SLIC can be constantly on state.For general
It connects for listening and attending a banquet, when commonly answering the person of attending a banquet to attend a banquet off-hook, channel conductive between dsp chip and SLIC, when general
It connects when listening the person's of the attending a banquet on-hook attended a banquet, the channel between dsp chip and SLIC is closed.
Wherein, the person of attending a banquet can check in management module of attending a banquet by way of dialing, can also with preset time point,
Such as management module of attending a banquet is checked at the morning 9 automatically, the mode that the person of attending a banquet checks in management module of attending a banquet, which should not be construed, is
Limitation to the application.
The management module of attending a banquet receives the on-hook message of attending a banquet that control module is sent, wherein the on-hook message of attending a banquet
Including identity of attending a banquet；The management module of the attending a banquet corresponding auto-pickup of identity that will attend a banquet with this attends a banquet and is set as general
It connects to listen and attend a banquet.When the person's of attending a banquet on-hook that auto-pickup is attended a banquet, the on-hook of drive module to the person of attending a banquet acts corresponding on-hook letter
Number, on-hook signal is then sent to control module.Control module then controls drive module and completes between dsp chip and SLIC
The closing in channel.The control module on-hook message that will attend a banquet is sent to management module of attending a banquet simultaneously, and management module of attending a banquet is automatic by this
Answer attend a banquet be set as it is non-automatic answer commonly answer and attend a banquet.
Specifically, the closing in the channel between dsp chip and SLIC that auto-pickup is attended a banquet further includes following several situations:
The person of attending a banquet checks out to management module of attending a banquet, and management module of attending a banquet sets unavailable for corresponding attend a banquet of the person of attending a banquet
State, and management module of attending a banquet sends down state information of attending a banquet to control module, drives to be controlled by control module
Module completes the closing in the channel between dsp chip and SLIC.
The auto-pickup of certain person of attending a banquet actively is attended a banquet to be revised as commonly answering and be attended a banquet by administrative staff, and management module of attending a banquet connects
After receiving modification signal, the corresponding state of attending a banquet is set as commonly answering and is attended a banquet, and is sent to control module and commonly answers seat
Seat status information, to complete the closing in the channel between dsp chip and SLIC by control module control drive module.
When being configured as the corresponding person of attending a banquet of route that auto-pickup is attended a banquet and executing on-hook movement, control module is received
The on-hook message of attending a banquet that drive module is sent, and the on-hook message that will attend a banquet is sent to management module of attending a banquet.Management module of attending a banquet root
According to the identity of attending a banquet in on-hook message of attending a banquet, on-hook is acted into corresponding auto-pickup attends a banquet and be set as commonly answering seat
Seat.It is attended a banquet due to auto-pickup and needs the call request that continual listening user is initiated for a long time, had to the person of attending a banquet larger
Work challenge therefore when the person of attending a banquet carries out on-hook movement, be commonly to answer and attend a banquet by the line adjustment where it, be conducive to
The physical and mental health for the person of attending a banquet.
Fig. 2 is referred to, Fig. 2 shows a kind of specific embodiment parties for the call processing method that the application first embodiment provides
Formula specifically comprises the following steps:
Step S110 receives the call request of caller.
Whether step S120 judges in the call request to include that auto-pickup identifies, if so, executing step S130；If
It is no, execute step S160.
Step S130, the idle auto-pickup for judging whether there is off-hook are attended a banquet, if so, executing step S140；If it is not, holding
Row step S150.
Step S140 establishes the sky of the caller Yu the off-hook if there is the idle auto-pickup of off-hook to attend a banquet
Not busy auto-pickup attend a banquet between call.
Fig. 2 shows step S110 to step S140 it is identical to step S140 as step S110 shown in fig. 1, herein just not
It repeats.
Step S150 executes normal call process flow.
If current auto-pickup attends a banquet and always is not on the auto-pickup of idle state and attends a banquet, in order to avoid user's long-time
Waiting auto-pickup attend a banquet the free time to consume more times, then can execute normal call process flow, that is, establish this and exhale
The side of crying and commonly answer the correspondence attended a banquet.
Step S160 judges whether that configuring auto-pickup attends a banquet, if so, executing step S130；If it is not, executing step
S150。
If not including that auto-pickup identifies in call request, in order to shorten the waiting time of the call request, it can be determined that
Auto-pickup whether is configured in attending a banquet to attend a banquet, if if, still need to judge whether there is the idle auto-pickup of off-hook
It attends a banquet, then go to step S130；If not, it establishes naturally and commonly answers the communication attended a banquet.
If not having auto-pickup mark in call request, management module of attending a banquet also needs to judge that multiple calls are in attending a banquet
The no auto-pickup that has been pre-configured with is attended a banquet, if being configured with, what the idle auto-pickup that execution judges whether there is off-hook was attended a banquet
Step, so that the call request for no auto-pickup mark provides the chance for the call that may attend a banquet with auto-pickup, thus
The waiting time that the corresponding user of communication customer end of the call request of no auto-pickup mark can be reduced, improve its use
Family experience.
Second embodiment
Fig. 3 is referred to, Fig. 3 shows the call-processing arrangement of the application second embodiment offer, which includes:
Signaling receiving module 310, for receiving the call request of caller and parsing result being sent to control module.
Control module 320, for judging in the call request whether to include auto-pickup mark according to the parsing result
Know；If including that auto-pickup identifies in the call request, management module of attending a banquet is notified.
Management module of attending a banquet 330 distributes to the call request side for the idle auto-pickup of off-hook to be attended a banquet.
Drive module 340, the idle auto-pickup for establishing the caller and the off-hook attend a banquet between it is logical
Words.
The management module 330 of attending a banquet is also used to, and after any auto-pickup attends a banquet check-in, controls described any connect automatically
Off-hook of attending a banquet is listened, and notifies drive module 340；The drive module 340 is also used to, and is opened any auto-pickup and is attended a banquet pair
The channel SLIC answered, and establish the association in the channel SLIC with the corresponding channel DSP.
The management module 330 of attending a banquet is also used to, if not including that auto-pickup identifies in the call request, judges to converse
Auto-pickup whether is configured in attending a banquet to attend a banquet；If configuration auto-pickup is attended a banquet, the auto-pickup of idle off-hook is attended a banquet distribution
To the call request side.；After the on-hook message for receiving the caller, the voice RTP signal stream of the caller is removed
It attends a banquet with the idle auto-pickup of the off-hook the association in the corresponding channel DSP；The idle auto-pickup of the off-hook is sat
Seat is waited establishing with new caller and be conversed.
It is apparent to those skilled in the art that for convenience and simplicity of description, the device of foregoing description
Specific work process, no longer can excessively be repeated herein with reference to the corresponding process in preceding method.
The application also provides a kind of electronic equipment, comprising: processor, memory and bus, the memory storage is
The executable machine readable instructions of processor are stated, when electronic equipment operation, between the processor and the memory
By bus communication, method described in first embodiment is executed when the machine readable instructions are executed by the processor.
The application also provides a kind of computer readable storage medium, is stored with computer on the computer readable storage medium
Program executes method described in first embodiment when the computer program is run by processor.
The application also provides a kind of computer program product to be made when the computer program product is run on computers
It obtains computer and executes method described in first embodiment.
It is apparent to those skilled in the art that for convenience and simplicity of description, the system of foregoing description
Specific work process, no longer can excessively be repeated herein with reference to the corresponding process in preceding method.
The embodiment of the present application provides the call processing method and device of a kind of call center, at the calling of the call center
In reason method, the call request of caller is received；Judge in the call request whether to include that auto-pickup identifies；If described exhale
Crying in request includes that auto-pickup identifies, and the idle auto-pickup for judging whether there is off-hook is attended a banquet；If there is the free time of off-hook
Auto-pickup is attended a banquet, establish the caller and the off-hook idle auto-pickup attend a banquet between call.Due to automatic
It answers to attend a banquet and is constantly in off hook state, i.e., it is after a upper end of conversation and permanent and be in idle condition, therefore can be with
It is more quickly connected to upcoming call request, frequent progress off-hook is omitted and on-hook acts consumed time, essence
The letter person's of attending a banquet workflow improves the person of attending a banquet working efficiency, improves the telephone traffic of call center and answers rate, avoids client
Fall into a long wait, promotes customer experience degree.
It should be noted that all the embodiments in this specification are described in a progressive manner, each embodiment weight
Point explanation is the difference from other embodiments, and the same or similar parts between the embodiments can be referred to each other.
For device class embodiment, since it is basically similar to the method embodiment, so being described relatively simple, related place ginseng
See the part explanation of embodiment of the method.
In several embodiments provided herein, it should be understood that disclosed device and method can also pass through it
Its mode is realized.The apparatus embodiments described above are merely exemplary, for example, the flow chart and block diagram in attached drawing are aobvious
The device of multiple embodiments according to the application, architectural framework in the cards, the function of method and computer program product are shown
It can and operate.In this regard, each box in flowchart or block diagram can represent one of a module, section or code
Point, a part of the module, section or code includes one or more for implementing the specified logical function executable
Instruction.It should also be noted that function marked in the box can also be attached to be different from some implementations as replacement
The sequence marked in figure occurs.For example, two continuous boxes can actually be basically executed in parallel, they sometimes may be used
To execute in the opposite order, this depends on the function involved.It is also noted that each of block diagram and or flow chart
The combination of box in box and block diagram and or flow chart can be based on the defined function of execution or the dedicated of movement
The system of hardware is realized, or can be realized using a combination of dedicated hardware and computer instructions.
In addition, each functional module in each embodiment of the application can integrate one independent portion of formation together
Point, it is also possible to modules individualism, an independent part can also be integrated to form with two or more modules.
It, can be with if the function is realized and when sold or used as an independent product in the form of software function module
It is stored in a computer readable storage medium.Based on this understanding, the technical solution of the application is substantially in other words
The part of the part that contributes to existing technology or the technical solution can be embodied in the form of software products, the meter
Calculation machine software product is stored in a storage medium, including some instructions are used so that a computer equipment (can be a
People's computer, server or network equipment etc.) execute each embodiment the method for the application all or part of the steps.
And storage medium above-mentioned includes: that USB flash disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), arbitrary access are deposited
The various media that can store program code such as reservoir (RAM, Random Access Memory), magnetic or disk.It needs
Illustrate, herein, relational terms such as first and second and the like be used merely to by an entity or operation with
Another entity or operation distinguish, and without necessarily requiring or implying between these entities or operation, there are any this realities
The relationship or sequence on border.Moreover, the terms "include", "comprise" or its any other variant are intended to the packet of nonexcludability
Contain, so that the process, method, article or equipment for including a series of elements not only includes those elements, but also including
Other elements that are not explicitly listed, or further include for elements inherent to such a process, method, article, or device.
In the absence of more restrictions, the element limited by sentence "including a ...", it is not excluded that including the element
Process, method, article or equipment in there is also other identical elements.
The foregoing is merely preferred embodiment of the present application, are not intended to limit this application, for the skill of this field
For art personnel, various changes and changes are possible in this application.Within the spirit and principles of this application, made any to repair
Change, equivalent replacement, improvement etc., should be included within the scope of protection of this application.It should also be noted that similar label and letter exist
Similar terms are indicated in following attached drawing, therefore, once being defined in a certain Xiang Yi attached drawing, are then not required in subsequent attached drawing
It is further defined and explained.
The above, the only specific embodiment of the application, but the protection scope of the application is not limited thereto, it is any
Those familiar with the art within the technical scope of the present application, can easily think of the change or the replacement, and should all contain
Lid is within the scope of protection of this application.Therefore, the protection scope of the application shall be subject to the protection scope of the claim.
Claims (10)
1. a kind of call processing method of call center, which is characterized in that the described method includes:
Receive the call request of caller；
Judge in the call request whether to include that auto-pickup identifies；
If including that auto-pickup identifies in the call request, the idle auto-pickup for judging whether there is off-hook is attended a banquet；
If there is the idle auto-pickup of off-hook to attend a banquet, establishes the caller and the idle auto-pickup of the off-hook is attended a banquet
Between call.
2. the method according to claim 1, wherein it is described receive caller call request before, it is described
Method further include:
It after any auto-pickup attends a banquet check-in, controls any auto-pickup and attends a banquet off-hook, open described any connect automatically
Corresponding subscriber line interface circuit SL I C-channel of attending a banquet is listened, and establishes the SL I C-channel and corresponding digital signals processing
The association in the channel DSP.
3. method according to claim 1 or 2, which is characterized in that it is described judge in the call request whether include
After auto-pickup mark, the method also includes:
If not including that auto-pickup identifies in the call request, judge whether that configuring auto-pickup attends a banquet；If configuration connects automatically
It listens and attends a banquet, execute " judging whether auto-pickup has the idle auto-pickup of off-hook to attend a banquet in attending a banquet " step, otherwise execute just
Normal call flows.
4. according to the method described in claim 2, it is characterized in that, the free time for establishing the caller Yu the off-hook
Auto-pickup attend a banquet between call, comprising:
The idle auto-pickup that the voice real time transport protocol RTP signal stream of the caller is associated with the off-hook is attended a banquet
The corresponding channel DSP.
5. according to the method described in claim 4, it is characterized in that, the method also includes:
After the on-hook message for receiving the caller, remove the caller voice RTP signal stream and the off-hook
Idle auto-pickup is attended a banquet the association in the corresponding channel DSP；
The idle auto-pickup of the off-hook attends a banquet to wait establishing with new caller and converse.
6. a kind of call-processing arrangement of call center, which is characterized in that described device includes:
Signaling receiving module, for receiving the call request of caller and parsing result being sent to control module；
Control module, for judging in the call request whether to include that auto-pickup identifies according to the parsing result；If institute
Stating in call request includes that auto-pickup identifies, and notifies management module of attending a banquet；
It attends a banquet management module, distributes to the call request side for the idle auto-pickup of off-hook to be attended a banquet；
Drive module, the idle auto-pickup for establishing the caller and the off-hook attend a banquet between call.
7. device according to claim 6, which is characterized in that the management module of attending a banquet is also used to, and is connect automatically any
It listens after attending a banquet check-in, controls any auto-pickup and attend a banquet off-hook, and notify drive module；
The drive module is also used to, and it is logical to open any auto-pickup corresponding subscriber line interface circuit SL I C that attends a banquet
Road, and establish the SL I C-channel and handle being associated with for the channel DSP with corresponding digital signals.
8. device according to claim 6, which is characterized in that
The management module of attending a banquet is also used to, if not including that auto-pickup identifies in the call request, judges that call is attended a banquet
Auto-pickup whether is configured to attend a banquet；
If configuration auto-pickup is attended a banquet, the idle auto-pickup of off-hook is attended a banquet and distributes to the call request side.
9. device according to claim 6, which is characterized in that
After the management module of attending a banquet is also used to receive the on-hook message of the caller, the voice for removing the caller is real
When transport protocol RTP signal stream and the idle auto-pickup of the off-hook attend a banquet the association in the corresponding channel DSP；
The idle auto-pickup of the off-hook attends a banquet to wait establishing with new caller and converse.
10. a kind of computer readable storage medium, which is characterized in that be stored with computer journey on the computer readable storage medium
Sequence, when which is run by processor, perform claim requires the described in any item methods of 1-5.
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| CN201810778771.1A CN109005305B (en) | 2018-07-16 | 2018-07-16 | Call processing method and device for call center |
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|---|---|---|---|
| CN201810778771.1A CN109005305B (en) | 2018-07-16 | 2018-07-16 | Call processing method and device for call center |
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| CN109005305B (en) | 2020-11-10 |
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