CN109005305B - Call processing method and device for call center - Google Patents
Call processing method and device for call center Download PDFInfo
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- CN109005305B CN109005305B CN201810778771.1A CN201810778771A CN109005305B CN 109005305 B CN109005305 B CN 109005305B CN 201810778771 A CN201810778771 A CN 201810778771A CN 109005305 B CN109005305 B CN 109005305B
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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
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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
- H04L65/1066—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
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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
- H04L65/60—Network streaming of media packets
- H04L65/65—Network streaming protocols, e.g. real-time transport protocol [RTP] or real-time control protocol [RTCP]
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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
- H04M3/523—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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Abstract
The embodiment of the application provides a call processing method and a device of a call center, wherein in the call processing method of the call center, a call request of a calling party is received; judging whether the call request comprises an automatic answering identifier or not; if the call request comprises an automatic answering identifier, judging whether an idle automatic answering agent which is off-hook exists or not; and if the idle automatic answering seat which is off-hooked exists, establishing the communication between the calling party and the idle automatic answering seat which is off-hooked. The automatic answering agent is always in an off-hook state, namely, the automatic answering agent is in an idle state without being on-hook after the last conversation is finished, so that the automatic answering agent can receive the upcoming call request more quickly.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a call processing method and apparatus for a call center.
Background
With the development of society and the enhancement of service awareness, the application of a call center system in life is more and more common. The call center system is a system formed by a plurality of call answering agents and the voice gateway, and the call answering agents answer the questions provided by the users by answering the calls dialed by the users, so that the system is beneficial to improving the understanding degree of the users on products and the use experience of the users.
However, when the attendant provides the answering service to the user, the frequent off-hook is required to answer and on-hook is required to terminate the session. The off-hook action and the on-hook action consume part of time, and if the attendant does not off-hook for answering, the user can be caused to wait for a long time, so that the call completing rate of the call center is reduced, and the use experience of the user is reduced.
Content of application
In view of this, the present application provides a call processing method and apparatus for a call center.
In a first aspect, an embodiment of the present application provides a method for processing a call in a call center, where the method includes: receiving a call request of a calling party; judging whether the call request comprises an automatic answering identifier or not; if the call request comprises an automatic answering identifier, judging whether an idle automatic answering agent which is off-hook exists or not; and if the idle automatic answering seat which is off-hooked exists, establishing the communication between the calling party and the idle automatic answering seat which is off-hooked.
Firstly, judging whether an automatic answering identifier exists in a call request; if yes, further judging whether an automatic answering agent is in an off-hook idle state; if yes, establishing the communication relation between the idle automatic answering agent which is off-hook and the calling party. Because the automatic answering agent is in an off-hook state, namely, the automatic answering agent is not on-hook and is in an idle state after the last conversation is finished, the upcoming calling request can be received relatively quickly, the time consumed by frequently carrying out off-hook and on-hook actions is saved, and the answering rate of a calling center is improved.
In one possible design, before the receiving the call request of the calling party, the method further includes: after any automatic answering agent signs in, controlling any automatic answering agent to pick up the phone, opening a SLIC (subscriber line interface circuit) channel corresponding to any automatic answering agent, and establishing the association between the SLIC channel and a corresponding DSP (digital signal processor) channel.
The agent which is off-hooked in advance can become an automatic answering agent, the subscriber line interface circuit SLIC channel corresponding to the base telephone is opened by off-hooking in advance, the channel is correlated after the relation between the client and the agent is determined, and the conversation is realized.
In one possible design, after the determining whether the call request includes an automatic answering identifier, the method further includes: if the call request does not include an automatic answering identifier, judging whether an automatic answering agent is configured or not; if the automatic answering agent is configured, executing the step of judging whether an idle automatic answering agent which is off-hook exists in the automatic answering agent, otherwise, executing a normal call processing flow.
If the call request has no automatic answering identifier, whether an automatic answering agent is configured in advance in the plurality of call agents is also judged, and if the automatic answering agent is configured, a step of judging whether an idle automatic answering agent which is off-hook exists in the automatic answering agent is executed, so that the possibility of possibly communicating with the automatic answering agent is provided for the call request without the automatic answering identifier, the waiting time of a calling party who initiates the call request without the automatic answering identifier can be reduced, and the user experience of the calling party is improved.
In one possible design, the establishing the call between the calling party and the idle automatic answer agent that has gone off-hook includes: and associating the voice real-time transport protocol (RTP) signal stream of the calling party to a DSP channel corresponding to the idle automatic answering seat which is off-hooked.
In one possible design, the method further includes: after receiving the on-hook message of the calling party, removing the association between the voice RTP signal flow of the calling party and the DSP channel corresponding to the idle automatic answering agent which is off-hooked; and the idle automatic answering agent which is off-hook waits for establishing a call with a new calling party.
When a calling party hangs up, the association between the voice RTP signal flow of the calling party and the DSP channel corresponding to the idle automatic answering seat which is off-hooked is only removed, the SLIC channel of the automatic answering seat is still associated with the corresponding digital signal processing DSP channel, and if a new calling party initiates a calling request, the idle automatic answering seat which is off-hooked can quickly establish association with the new calling party.
In a second aspect, an embodiment of the present application provides a call processing apparatus, where the apparatus includes: the signaling receiving module is used for receiving a calling request of a calling party and sending an analysis result to the control module; the control module is used for judging whether the call request comprises an automatic answering identifier or not according to the analysis result; if the call request comprises an automatic answering identifier, notifying an agent management module; the agent management module is used for distributing an idle off-hook automatic answering agent to the call requesting party; and the driving module is used for establishing the communication between the calling party and the idle automatic answering seat which is off-hooked.
The control module judges whether the call request has an automatic answering identifier or not; if yes, the seat management module further judges whether an automatic answering seat is in an off-hook idle state; if yes, the seat management module is used for allocating the idle off-hook automatic answering seat to the calling request party, and the driving module establishes a communication relation between the off-hook idle automatic answering seat and the calling party. Because the automatic answering agent is in an off-hook state, namely, the automatic answering agent is not on-hook and is in an idle state after the last conversation is finished, the upcoming calling request can be received relatively quickly, the time consumed by frequently carrying out off-hook and on-hook actions is saved, and the answering rate of a calling center is improved.
In a possible design, the agent management module is further configured to control any automatic answering agent to be off-hooked after any automatic answering agent is signed in, and notify the driving module; and the driving module is also used for opening a SLIC (subscriber line interface circuit) channel corresponding to any one automatic answering seat and establishing the association between the SLIC channel and a corresponding DSP (digital signal processing) channel.
The agent which is off-hooked in advance can become an automatic answering agent, the subscriber line interface circuit SLIC channel corresponding to the base telephone is opened by off-hooking in advance, the channel is correlated after the relation between the client and the agent is determined, and the conversation is realized.
In one possible design, the apparatus further includes: the seat management module is further used for judging whether an automatic answering seat is configured in the call seat or not if the call request does not include the automatic answering identifier; if the automatic answering agent is configured, the idle off-hook automatic answering agent is allocated to the call requesting party, otherwise, a normal call processing flow is executed.
If the call request has no automatic answering identifier, whether an automatic answering agent is configured in advance in the plurality of call agents is also judged, and if the automatic answering agent is configured, a step of judging whether an idle automatic answering agent which is off-hook exists in the automatic answering agent is executed, so that the possibility of possibly communicating with the automatic answering agent is provided for the call request without the automatic answering identifier, the waiting time of a calling party who initiates the call request without the automatic answering identifier can be reduced, and the user experience of the calling party is improved.
In one possible design, the establishing the call between the calling party and the idle automatic answer agent that has gone off-hook includes: and associating the voice real-time transport protocol (RTP) signal stream of the calling party to a DSP channel corresponding to the idle automatic answering seat which is off-hooked.
In a possible design, the agent management module is further configured to, after receiving an on-hook message of the calling party, remove association between a voice real-time transport protocol (RTP) signal stream of the calling party and a DSP channel corresponding to the idle automatic answering agent that has been off-hooked; and the idle automatic answering agent which is off-hook waits for establishing a call with a new calling party.
When a calling party hangs up, the association between the voice RTP signal flow of the calling party and the DSP channel corresponding to the idle automatic answering seat which is off-hooked is only removed, the SLIC channel of the automatic answering seat is still associated with the DSP channel corresponding to the digital signal processing, if a new calling party initiates a calling request, the idle automatic answering seat which is off-hooked can quickly establish association with the new calling party, the time consumed by frequently carrying out off-hooking and on-hook actions is omitted, and the answering rate of a call center is improved.
In a third aspect, the present application provides an electronic device, comprising: a processor, a memory and a bus, the memory storing machine-readable instructions executable by the processor, the processor and the memory communicating via the bus when the electronic device is running, the machine-readable instructions when executed by the processor performing the method of the first aspect or any of the alternative implementations of the first aspect.
In a fourth aspect, the present application provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, performs the method of the first aspect or any of the alternative implementations of the first aspect.
In a fifth aspect, the present application provides a computer program product which, when run on a computer, causes the computer to perform the method of the first aspect or any possible implementation manner of the first aspect.
In order to make the aforementioned and other objects, features and advantages of the present invention comprehensible, preferred embodiments accompanied with figures are described in detail below.
Drawings
For a clearer explanation of the embodiments of the present application or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Fig. 1 is a flowchart of a call processing method of a call center according to a first embodiment of the present application;
fig. 2 is a flowchart of a specific implementation of a call processing method of a call center according to a first embodiment of the present application;
fig. 3 is a block diagram of a call processing device according to a second embodiment of the present application.
Detailed Description
In the prior art, a call center system constructed by a voice gateway is more and more commonly applied, a plurality of call answering operators are arranged in the call center system, and the call answering operators can provide services such as technical consultation and after-sale treatment for users in a call answering mode. In the working process, the seat staff usually needs to frequently go off-hook to answer the call and hang up to terminate the call, the off-hook action and the on-hook action consume part of time, and if the seat staff does not go off-hook after the call is hung up and a new user calls, the newly-called user waits for a long time, so that the call completing rate of the call center system is reduced.
In the prior art, the problems of low call completing rate and long-time waiting of users are often relieved by increasing the number of seat personnel, and telephone traffic and call completing rate are improved. However, increasing the number of seat personnel results in increasing more call devices and personnel cost, and still cannot avoid the problem that the user waits for a long time and the user experience is affected due to untimely manual answering.
The above-mentioned drawbacks of the prior art are considered by the applicant to be the result of the practical and careful study, and therefore, the discovery process of the above-mentioned problems and the solution proposed by the following embodiments of the present invention to the above-mentioned problems should be the contribution of the inventor to the present invention in the course of the present invention.
In order to solve the above technical problem, embodiments of the present application provide a method and an apparatus for call processing of a call center, which will be described in detail below with reference to the accompanying drawings.
First embodiment
Referring to fig. 1, fig. 1 is a schematic flow chart illustrating a call processing method of a call center according to a first embodiment of the present application, which specifically includes the following steps:
step S110, receiving a call request of a calling party.
The signaling receiving module is used for receiving a call request of a calling party and sending the call request to the control module, and the control module can receive the call request sent by the signaling receiving module and transmit the call request to the agent management module.
The seat management module can distribute the telephone number input by the user to the currently suitable seat personnel according to the answering states of the plurality of current seat personnel. The Control module may be specifically an Abstract Call Control module (ACC module for short), which is a core of the whole Call center system, and completes a Call Control function based on a received Protocol and signaling, specifically, receives a Session Initiation Protocol (SIP) signaling Control driver module to complete the Call Control function.
In an embodiment, a process of the control module receiving the call request sent by the signaling receiving module is specifically as follows:
the signaling receiving module receives a call request generated by a user dialing a telephone, specifically receives an Invite call request of Session Initiation Protocol (SIP) signaling, and analyzes the call request to determine whether the call request carries an automatic answering identifier. After obtaining the analysis result of the call request carrying the automatic answering identifier or not carrying the automatic answering identifier, the signaling receiving module sends the analysis result as the call request to the control module. The control module processes the SIP signaling information, realizes signaling interaction of the SIP call and transmits the path call to the agent management module.
The automatic answering identifier is a character string in the call request, and the character string indicates that the call request with the automatic answering identifier is preferentially allocated to the automatic answering seat. The automatic answering agent is an agent which is pre-off-hook before an agent calls for the first time and does not perform an on-hook action, so that a telephone corresponding to the agent is always in an off-hook conduction state.
Step S120, determining whether the call request includes an automatic answering identifier, if yes, executing step S130.
The agent management module obtains the analysis result in the call request, the analysis result can be notified by the control module, the agent management module makes a judgment whether the call request includes an automatic answering identifier according to the analysis result, if yes, the call request is preferentially allocated to an automatic answering agent, and then step S130 is executed.
Step S130, judging whether an idle automatic answering seat which is off-hook exists, if yes, executing step S140.
The automatic answering agent in the idle state means that the automatic answering agent is off-hooked in advance before the conversation with the previous user is finished or the agent person is in a state of waiting to be connected with the conversation with the next user at any time before the conversation is firstly carried out, namely, the agent management module can find all automatic answering agents from a plurality of agents including the automatic answering agent and the common answering agent according to pre-stored agent data; and then judging whether an automatic answering seat in an idle state exists in the automatic answering seats.
If the automatic answering seat in the idle state exists, the user corresponding to the call request can be communicated with the automatic answering seat in the idle state.
In a specific embodiment of the present application, the control module is further connected to an Interactive Voice Response (IVR) module, and the IVR module can play a Voice prompt according to the current call state. For example, for an auto-answer agent in an idle state, the IVR module may send a voice prompt to the auto-answer agent to "please wait for customer incoming call".
Step S140, establishing a call between the caller and the idle automatic answering agent which has been off-hooked.
The agent management module determines a communication relationship between a calling party initiating a session communication request and an idle automatic answering agent, and after the agent management module determines the relationship, the agent management module specifically establishes a call between the calling party and the idle automatic answering agent which is off-hooked by the driving module. The establishing of the call between the calling party and the idle automatic answering agent which is off-hooked comprises the following steps: and associating the voice real-time transport protocol (RTP) signal stream of the calling party to a DSP channel corresponding to the idle automatic answering seat which is off-hooked.
Specifically, the agent management module may determine the communication relationship between the communication client of the caller and the automatic answering agent by:
the agent management module sends a voice associated control command to the control module, wherein the voice associated control command comprises identity information (specifically comprising an IP address, an MAC address and a port number of a call request initiated by the communication client) of a communication client corresponding to a calling party and identity information (specifically comprising an agent number or an agent manual number, a Digital Signal Processor (DSP) channel number and the like) of an automatic answering agent in an idle state, the control module receives the voice associated control command sent by the agent management module and then sends a control instruction to the driving module, the driving module can pack the voice of the agent into a Real-time transport protocol (RTP) voice packet, and then the driving module sends the RTP voice packet to the communication client held by a user according to the IP address, the MAC address and the port number of an RTP voice media stream of the communication client, the voice of the user is packed by an opposite terminal, and the local terminal equipment is reached through the network. The voice RTP stream of the user is transmitted to the DSP and the user line interface circuit of the corresponding seat person according to the IP, the MAC address and the RTP port number, thereby realizing the voice intercommunication between the communication client and the automatic answering seat.
The method further comprises the following steps: after receiving the on-hook message of the calling party, removing the association between the voice RTP signal flow of the calling party and the DSP channel corresponding to the idle automatic answering agent which is off-hooked; and the idle automatic answering agent which is off-hook waits for establishing a call with a new calling party.
When a calling party hangs up, the association between the voice RTP signal flow of the calling party and the DSP channel corresponding to the idle automatic answering seat which is off-hooked is only removed, the SLIC channel of the automatic answering seat is still associated with the corresponding digital signal processing DSP channel, and if a new calling party initiates a calling request, the idle automatic answering seat which is off-hooked can quickly establish association with the new calling party.
And after the user of the automatic answering agent and the communication client finishes the conversation, the user hangs up to finish the current conversation. The SIP protocol sends the user on-hook information to the control module, and the control module can control the driving module to remove the voice association between the communication client and the automatic answering seat, namely the DSP chip does not send the RTP voice packet of the seat person to the user of the communication client any more, and does not receive the RTP voice packet of the user of the communication client any more.
It should be noted that, at this time, although the voice association between the communication client and the automatic answering seat is removed, a channel between a Digital Signal Processor (DSP) chip and a Subscriber Line Interface Circuit (SLIC) is in a conducting state, and only the DSP may not receive and transmit RTP voice packets.
The IVR module receives the user on-hook information sent by the control module and transmits the user on-hook prompt voice to the seat personnel who automatically answer the seat through the control module. At this time, the agent management module sets the automatic answering agent to be in an idle state, so as to wait for the incoming call of the next user.
The control module firstly judges whether an automatic answering identifier exists in the call request; if yes, further judging whether an automatic answering agent is in an off-hook idle state; if yes, establishing the communication relation between the automatic answering agent in the off-hook idle state and the calling party. Specifically, if there are multiple automatic answering seats in an idle state, a communication relationship between one automatic answering seat in the idle state and a calling party initiating a call request may be allocated according to time, priority, and a uniform allocation mechanism, and the specific allocation manner should not be construed as a limitation to the present application. Because the automatic answering agent is always in an off-hook state, namely, the automatic answering agent is not on-hook after the last conversation is finished and is in an idle state or is off-hook in advance before the agent calls for the first time, the upcoming calling request can be received quickly, the time consumed by frequently carrying out off-hook and on-hook actions is saved, and the answering rate of a call center is improved.
Optionally, before step S110, the method further includes: after any automatic answering agent signs in, controlling any automatic answering agent to pick up the phone, opening a SLIC (subscriber line interface circuit) channel corresponding to any automatic answering agent, and establishing the association between the SLIC channel and a corresponding Digital Signal Processing (DSP) channel.
And the seat person signs in the seat management module and carries out telephone off-hook action. And after detecting an off-hook signal initiated by an agent, the driving module sends the off-hook signal to the control module. The control module receives an off-hook Signal, and controls the driving module to associate a channel between a Digital Signal Processor (DSP) chip and a Subscriber Line Interface Circuit (SLIC).
For the automatic answering seat, the channel between the DSP chip and the SLIC is always in a conducting state. For a common answering agent, when an agent of the common answering agent goes off the hook, the channel between the DSP chip and the SLIC is conducted, and when the agent of the common answering agent goes on the hook, the channel between the DSP chip and the SLIC is closed.
The agent can sign in the agent management module by dialing a telephone number, or can also sign in the agent management module automatically at a preset time point, for example, 9 am, and the mode of the agent signing in the agent management module should not be construed as limiting the application.
The seat management module receives a seat on-hook message sent by the control module, wherein the seat on-hook message comprises a seat identity identifier; and the seat management module sets the automatic answering seat corresponding to the seat identity identification as a common answering seat. When the on-hook of the seat person is automatically answered, the driving module sends an on-hook signal corresponding to the on-hook action of the seat person to the control module. The control module controls the driving module to complete the closing of the channel between the DSP chip and the SLIC. Meanwhile, the control module sends the seat on-hook message to the seat management module, and the seat management module sets the automatic answering seat as a non-automatic answering common answering seat.
Specifically, the closing of the channel between the DSP chip of the automatic answer agent and the SLIC further includes the following situations:
the agent signs out to the agent management module, the agent management module sets the agent corresponding to the agent to be in an unavailable state, and the agent management module sends the agent unavailable state information to the control module, so that the control module controls the driving module to complete the closing of the channel between the DSP chip and the SLIC.
The management personnel initiatively modify the automatic answering seat of a certain seat person into a common answering seat, the seat management module sets the corresponding seat state into the common answering seat after receiving the modification signal, and sends the state information of the common answering seat to the control module, so that the control module controls the driving module to complete the closing of the channel between the DSP chip and the SLIC.
When an agent corresponding to the line configured to automatically answer the agent executes an on-hook action, the control module receives an agent on-hook message sent by the driving module and sends the agent on-hook message to the agent management module. And the seat management module sets the automatic answering seat corresponding to the on-hook action as a common answering seat according to the seat identity identification in the seat on-hook message. The automatic answering seat needs to continuously answer the call request initiated by the user for a long time, so that the work challenge is great for the seat, and therefore when the seat hangs up, the line where the seat is located is adjusted to be the ordinary answering seat, and the physical and psychological health of the seat is facilitated.
Referring to fig. 2, fig. 2 shows a specific implementation of the call processing method according to the first embodiment of the present application, which specifically includes the following steps:
step S110, receiving a call request of a calling party.
Step S120, judging whether the call request comprises an automatic answering identifier, if so, executing step S130; if not, go to step S160.
Step S130, judging whether an idle automatic answering seat which is off-hook exists or not, if yes, executing step S140; if not, go to step S150.
Step S140, if there is an idle automatic answering agent which has been off-hooked, establishing a call between the calling party and the idle automatic answering agent which has been off-hooked.
Steps S110 to S140 shown in fig. 2 are the same as steps S110 to S140 shown in fig. 1, and are not repeated herein.
Step S150, executing a normal call processing procedure.
If the current automatic answering agent is not in the automatic answering agent in the idle state, in order to avoid the user from consuming more time by waiting for the automatic answering agent to be idle for a long time, the normal call processing flow can be executed, namely the communication relation between the calling party and the common answering agent is established.
Step S160, judging whether an automatic answering seat is configured or not, if so, executing step S130; if not, go to step S150.
If the call request does not include the automatic answering identifier, in order to shorten the waiting time of the call request, whether an automatic answering agent is configured in the agent or not can be judged, if so, whether an off-hook idle automatic answering agent exists or not still needs to be judged, and then the step S130 is skipped to; if not, the communication with the common answering seat is naturally established.
If the call request does not have the automatic answering identifier, the seat management module also needs to judge whether an automatic answering seat is configured in advance in the plurality of call seats, and if the automatic answering seat is configured, the step of judging whether an off-hook idle automatic answering seat exists is executed, so that the possibility of possibly communicating with the automatic answering seat is provided for the call request without the automatic answering identifier, the waiting time of a user corresponding to a communication client side without the call request with the automatic answering identifier can be reduced, and the user experience is improved.
Second embodiment
Referring to fig. 3, fig. 3 shows a call processing apparatus according to a second embodiment of the present application, where the apparatus 300 includes:
the signaling receiving module 310 is configured to receive a call request of a calling party and send a parsing result to the control module.
A control module 320, configured to determine whether the call request includes an automatic answering identifier according to the analysis result; and if the call request comprises an automatic answering identifier, notifying an agent management module.
And the agent management module 330 is configured to allocate an idle automatic answering agent that is off-hook to the call requester.
And the driving module 340 is configured to establish a call between the calling party and the idle automatic answering agent that is off-hook.
The agent management module 330 is further configured to control any automatic answering agent to go off-hook after any automatic answering agent is signed in, and notify the driving module 340; the driving module 340 is further configured to open an SLIC channel corresponding to any one of the automatic listening agents, and establish a relationship between the SLIC channel and a corresponding DSP channel.
The agent management module 330 is further configured to, if the call request does not include an automatic answering identifier, determine whether an automatic answering agent is configured in the call agent; and if the automatic answering agent is configured, distributing the idle off-hook automatic answering agent to the call requesting party. (ii) a After receiving the on-hook message of the calling party, removing the association between the voice RTP signal flow of the calling party and the DSP channel corresponding to the idle automatic answering agent which is off-hooked; and the idle automatic answering agent which is off-hook waits for establishing a call with a new calling party.
It is clear to those skilled in the art that, for convenience and brevity of description, the specific working process of the apparatus described above may refer to the corresponding process in the foregoing method, and will not be described in too much detail herein.
The present application further provides an electronic device, comprising: a processor, a memory and a bus, the memory storing machine-readable instructions executable by the processor, the processor and the memory communicating via the bus when the electronic device is operating, the machine-readable instructions when executed by the processor performing the method of the first embodiment.
The present application also provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, performs the method of the first embodiment.
The present application also provides a computer program product which, when run on a computer, causes the computer to perform the method of the first embodiment.
It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working process of the system described above may refer to the corresponding process in the foregoing method, and will not be described in too much detail herein.
The embodiment of the application provides a call processing method and a device of a call center, wherein in the call processing method of the call center, a call request of a calling party is received; judging whether the call request comprises an automatic answering identifier or not; if the call request comprises an automatic answering identifier, judging whether an idle automatic answering agent which is off-hook exists or not; and if the idle automatic answering seat which is off-hooked exists, establishing the communication between the calling party and the idle automatic answering seat which is off-hooked. Because the automatic answering agent is always in an off-hook state, namely, the automatic answering agent is not on-hook and is in an idle state after the last conversation is finished, the upcoming call request can be received quickly, the time consumed by frequently carrying out off-hook and on-hook actions is saved, the work flow of an agent worker is simplified, the work efficiency of the agent worker is improved, the telephone traffic and the answering rate of a call center are improved, long-time waiting of a client is avoided, and the experience degree of the client is improved.
It should be noted that, in the present specification, the embodiments are all described in a progressive manner, each embodiment focuses on differences from other embodiments, and the same and similar parts among the embodiments may be referred to each other. For the device-like embodiment, since it is basically similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment.
In the embodiments provided in the present application, it should be understood that the disclosed apparatus and method can be implemented in other ways. The apparatus embodiments described above are merely illustrative, and for example, the flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of apparatus, methods and computer program products according to various embodiments of the present application. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
In addition, functional modules in the embodiments of the present application may be integrated together to form an independent part, or each module may exist separately, or two or more modules may be integrated to form an independent part.
The functions, if implemented in the form of software functional modules and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present application or portions thereof that substantially contribute to the prior art may be embodied in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes. It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The above description is only a preferred embodiment of the present application and is not intended to limit the present application, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present application shall be included in the protection scope of the present application. It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, it need not be further defined and explained in subsequent figures.
The above description is only for the specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present application, and shall be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (8)
1. A method for call processing in a call center, the method comprising:
receiving a call request of a calling party;
judging whether the call request comprises an automatic answering identifier or not;
if the call request does not include an automatic answering identifier, judging whether an automatic answering agent is configured or not;
if the automatic answering agent is configured, executing the following steps: judging whether an idle automatic answering agent which is off-hook exists in the automatic answering agents or not;
if the automatic answering agent is not configured, executing a normal call processing flow;
if the call request comprises an automatic answering identifier, judging whether an idle automatic answering agent which is off-hook exists or not;
and if the idle automatic answering seat which is off-hooked exists, establishing the communication between the calling party and the idle automatic answering seat which is off-hooked.
2. The method of claim 1, wherein prior to said receiving a call request from a calling party, the method further comprises:
after any automatic answering agent signs in, controlling any automatic answering agent to pick up the phone, opening a SLIC (subscriber line interface circuit) channel corresponding to any automatic answering agent, and establishing the association between the SLIC channel and a corresponding Digital Signal Processing (DSP) channel.
3. The method of claim 2, wherein said establishing a call between said calling party and said idle automatic answer agent that is off-hook comprises:
and associating the voice real-time transport protocol (RTP) signal stream of the calling party to a DSP channel corresponding to the idle automatic answering seat which is off-hooked.
4. The method of claim 3, further comprising:
after receiving the on-hook message of the calling party, removing the association between the voice RTP signal flow of the calling party and the DSP channel corresponding to the idle automatic answering agent which is off-hooked;
and the idle automatic answering agent which is off-hook waits for establishing a call with a new calling party.
5. A call processing apparatus of a call center, the apparatus comprising:
the signaling receiving module is used for receiving a calling request of a calling party and sending an analysis result to the control module;
the control module is used for judging whether the call request comprises an automatic answering identifier or not according to the analysis result;
the control module is also used for judging whether an automatic answering agent is configured or not if the call request does not include the automatic answering identifier; if the automatic answering agent is configured, executing the following steps: judging whether an idle automatic answering agent which is off-hook exists in the automatic answering agents or not; if the automatic answering agent is not configured, executing a normal call processing flow;
the control module is also used for notifying the seat management module if the call request comprises an automatic answering identifier;
the agent management module is used for allocating an idle off-hook automatic answering agent to a calling request party;
and the driving module is used for establishing the communication between the calling party and the idle automatic answering seat which is off-hooked.
6. The device of claim 5, wherein the agent management module is further configured to control any automatic answering agent to go off-hook and notify the driver module after any automatic answering agent is signed in;
and the driving module is also used for opening a SLIC (subscriber line interface circuit) channel corresponding to any one automatic answering seat and establishing the association between the SLIC channel and a corresponding DSP (digital signal processing) channel.
7. The apparatus of claim 6,
the agent management module is also used for removing the association between the voice real-time transport protocol (RTP) signal flow of the calling party and a DSP channel corresponding to the idle automatic answering agent which is off-hooked after receiving the on-hook message of the calling party;
and the idle automatic answering agent which is off-hook waits for establishing a call with a new calling party.
8. A computer-readable storage medium, having stored thereon a computer program which, when executed by a processor, performs the method of any one of claims 1-4.
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| CN112511703B (en) * | 2020-12-02 | 2023-01-03 | 中国建设银行股份有限公司 | Processing method and device for automatic answering of telephone and electronic equipment |
| CN113793020A (en) * | 2021-09-10 | 2021-12-14 | 中移在线服务有限公司 | Traffic scheduling and shunting method, device, electronic equipment and computer storage medium |
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