CN109151231B - Customer service system, incoming service processing method and service processing method - Google Patents
Customer service system, incoming service processing method and service processing method Download PDFInfo
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- CN109151231B CN109151231B CN201710502236.9A CN201710502236A CN109151231B CN 109151231 B CN109151231 B CN 109151231B CN 201710502236 A CN201710502236 A CN 201710502236A CN 109151231 B CN109151231 B CN 109151231B
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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
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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
- H04M3/5133—Operator terminal details
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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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
- H04N7/142—Constructional details of the terminal equipment, e.g. arrangements of the camera and the display
Abstract
The invention provides a customer service system, a processing method of incoming service and a processing method of service, wherein in the customer service system, a plurality of split screens are arranged for a seat, each split screen corresponds to different telephone traffic channels, and each split screen can serve one user, so that the problem that in the related technology, a seat representative cannot serve a plurality of users at the same time, the labor cost is wasted, the seat representative can communicate with the users at the same time, and the labor resources are saved.
Description
Technical Field
The invention relates to the field of communication, in particular to a customer service system, a processing method of an incoming service and a processing method of a service.
Background
In the related technology, a customer service system or a contact center is almost ubiquitous at present, is widely applied to government services, enterprise and public departments and the like, and relates to various industries such as finance, insurance, telecommunication, energy, education, logistics and the like.
With the development of network technology, video customer service systems have been widely used, and various application scenarios put new demands on the contact center. For example, in a customer service system for vehicle insurance survey case processing, after a field surveyor contacts a customer service representative, only a small amount of voice communication is needed, after the customer service representative knows the dangerous situation on the field, voice communication is basically not needed, then the processes of taking pictures and uploading by the surveyor, recording the video of the field by a platform automatic video and the like are carried out, and the customer service representative and a user only need a small amount of voice communication or participation in processing. At the moment, a customer service representative has leisure time to process new cases, and if a plurality of cases can be served simultaneously, the efficiency can be greatly improved, and the labor cost can be saved.
Aiming at the problem that a seat representative in the related art cannot serve a plurality of users at the same time and manpower cost is wasted, no effective solution is available at present.
Disclosure of Invention
The embodiment of the invention provides a customer service system, a processing method of an incoming service and a processing method of the service, which at least solve the problems that a seat representative cannot serve a plurality of users at the same time and the labor cost is wasted in the related technology.
According to an embodiment of the present invention, there is provided a customer service system including: the seat comprises a plurality of split screens, wherein the split screens are connected to different traffic channels; and the control center is used for distributing different services for the plurality of split screens.
Optionally, in a case that the control center receives an incoming service and the seat is in an idle state, the control center simultaneously allows the incoming service of only one traffic channel to access the seat.
Optionally, after the incoming service of a traffic channel is accessed in a split screen mode of the seat, a virtual seat is formed, and the control center uses the identifier of the traffic communication as the seat number of the virtual seat.
Optionally, the agent performs one of the following services through one of the split screens: calling service, answering service, hanging up service, consulting service and switching service.
Optionally, the agent controls the multiple split-screen windows by controlling a window handle.
Optionally, a one-to-one correspondence fixed connection relationship exists between a plurality of split screens of the seat and the plurality of traffic channels.
According to another embodiment of the present invention, there is provided a method for processing an incoming call service, including: receiving an incoming call service; and under the condition that the idle split screen exists in the seat, distributing the incoming call service to the idle split screen of the seat, wherein the seat comprises a plurality of split screens.
According to another embodiment of the present invention, a method for processing a service is provided, including: the seat selects a first split screen from a plurality of split screens included in the seat; the agent performs one of the following services through the first split screen: call service, answer service, hang-up service, consultation service and transfer service.
According to another embodiment of the invention, a storage medium is provided, comprising a stored program, wherein the program is operative to perform the method of any of the above-described alternative embodiments.
According to another embodiment of the invention, a processor for running a program is provided, wherein the program when running performs the method as described in any one of the above-mentioned alternative embodiments.
According to the invention, in the customer service system, a plurality of split screens are arranged for the seat, each split screen corresponds to a different telephone traffic channel, and each split screen can serve one user, so that the problem that a seat representative cannot serve a plurality of users at the same time and manpower cost is wasted in the related art is solved, the seat representative can communicate with a plurality of users at the same time, and manpower resources are saved.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the invention and together with the description serve to explain the invention without limiting the invention. In the drawings:
FIG. 1 is a schematic diagram of a seating interface according to an embodiment of the present invention;
FIG. 2 is a diagram illustrating an exemplary system architecture for a binary screen in accordance with an embodiment of the present invention;
FIG. 3 is a flowchart of a sign-on customer service platform illustrating a split screen according to an embodiment of the present invention;
FIG. 4 is a flow chart illustrating an incoming call from a user, according to an embodiment of the present invention;
FIG. 5 is a flow diagram illustrating an outgoing user according to an embodiment of the present invention;
FIG. 6 is a flowchart illustrating an exemplary process of switching a currently active user according to an embodiment of the present invention;
Fig. 7 is a flowchart of a method for processing an incoming call service according to an embodiment of the present invention;
fig. 8 is a flowchart of a service processing method according to an embodiment of the present invention.
Detailed Description
The technical scheme can be applied to a customer service system and comprises seats and a control center, wherein each seat corresponds to a plurality of split screens, and the split screens can provide services for users.
Example one
According to an embodiment of the present invention, there is provided a customer service system including: a seat comprising a plurality of split screens, wherein the plurality of split screens are connected to different traffic channels; and the control center is used for distributing different services for the plurality of split screens.
According to the invention, in the customer service system, a plurality of split screens are arranged for the seat, each split screen corresponds to a different telephone traffic channel, and each split screen can serve one user, so that the problem that a seat representative cannot serve a plurality of users at the same time and manpower cost is wasted in the related art is solved, the seat representative can communicate with a plurality of users at the same time, and manpower resources are saved.
Optionally, in a case where the control center receives the incoming service and the seat is in an idle state, the control center simultaneously allows the incoming service of only one traffic channel to access the seat. It is necessary to supplement that, allowing only one traffic channel to access simultaneously avoids the messy work caused by simultaneous ringing of multiple traffic channels, and when there are multiple incoming services simultaneously, it is possible to ring or remind in sequence among multiple incoming services according to a predetermined sequence, and set other traffic channels to a mute state first. The agent representative is accessing an incoming service, and if there is a gap during the processing of the service, the next incoming service can be accessed to serve the next user. The gap in processing a service period can be the gap time for uploading data and the like by a user without direct communication between the two parties.
Optionally, after the incoming service of the traffic channel is accessed by split screen of the seat, a virtual seat is formed, and the control center takes the identification of the traffic communication as the seat number of the virtual seat.
Optionally, the agent performs one of the following services through one of the split screens: calling service, answering service, hanging up service, consulting service and switching service.
Optionally, the agent controls the multiple split-screen windows by controlling window handles.
Optionally, a one-to-one correspondence fixed connection relationship exists between a plurality of split screens of the seat and the plurality of traffic channels.
The following detailed description will be given with reference to preferred embodiments of the present invention.
Aiming at the problem that a customer representative cannot provide service for a plurality of users at the same time in the related art, the preferred embodiment of the invention provides a multi-split-screen seat which can achieve the purpose that the customer representative can provide video call service for the plurality of users at the same time.
Specifically, the customer service platform provides a plurality of traffic channels for a seat, each channel corresponds to a video split screen, and the video call traffic function can be performed in parallel. Visually, the seat appears to have a split, with each traffic channel being a split.
When the call comes in, the seat sets idle, and only one channel without telephone traffic is allowed to access the telephone traffic at the same time, so as to avoid the simultaneous ringing of a plurality of channels; when calling out, the operator can select a split screen without calling to make calling out. The operator can select each split screen to perform independent call control such as answering, hanging up, consulting or transferring.
The following are specific embodiments of preferred embodiments of the invention
The invention will be described in detail hereinafter with reference to the accompanying drawings in conjunction with embodiments. It should be noted that, in the present application, the embodiments and features of the embodiments may be combined with each other without conflict.
The specific implementation manner of the preferred embodiment of the present invention supports multiple video split screens, the number of split screens can be configured according to actual requirements, for convenience of description, this embodiment takes two split screens as an example, and more than three split screens can be implemented in the same manner.
Fig. 1 is a schematic diagram of a seat interface by taking a two-split screen as an example according to a specific embodiment of the present invention, and fig. 1 is a schematic diagram of an interface presented to a user when two split screens are displayed, which is only used as an illustration, and other service-related information is omitted.
Fig. 2 is a system architecture diagram illustrating an example of a two-split screen according to an embodiment of the present invention, and fig. 2 is a system architecture for implementing a two-split screen seat.
The platform access component in fig. 2 is composed of a call control interface module (MultiCall) and a plurality of channel modules (channelx), wherein the call control interface module opens an easy-to-use secondary development interface for the seat application, so that the seat application concentrates on service development (i.e., concentrates on a service client) without paying attention to platform call implementation (which may include a flow problem of technical implementation such as access to a telephone), and the module may be in the form of an ActiveX control, a java package, a java script, and the like. Meanwhile, MultiCall management controls the channel.
The split screen windows embedded in the seat interface in fig. 2 are respectively connected to the channel module, and have a function of rendering the media stream sent from the channel module into a video image, and the split screen windows may be ActiveX controls or other implementation manners.
The channel module in fig. 2 is a call core implementation module, performs signaling and media interaction with the customer service platform, and each channel module shares a sound card device and sends a video media stream to a split screen window, and the implementation form of the channel module may be an independent process or thread.
In this embodiment, the call control interface module and the split screen window are all described in an ActiveX control implementation form, where the call control interface module is abbreviated as multicall.
The customer service platform in fig. 2 includes modules such as a zero configuration server and a management desk. The zero configuration server is used for storing configuration information of the seat so as to facilitate centralized management of seat configuration. The management desk is a portal of the customer service system and is used for configuration and management of the customer service system.
When the customer service platform in fig. 2 configures a seat job number, a unique identifier, namely, a channeld, of each channel is automatically allocated according to the number of channels, the channeld is a virtual job number and is invisible to an attendant, one seat job number has multiple channelds, and the corresponding relationship between the job number and the channeld is stored in a platform database.
Sign-on process
Fig. 3 is a flowchart of a check-in customer service platform according to an embodiment of the present invention, and as shown in fig. 3, the seat check-in process is as follows:
1) ocx's sign-in interface is called by the seat application, and the work number is carried by the parameters carried in the calling process, and the website of the server is configured in zero.
2) Ocx first obtains configuration information from the zero configuration server (a in fig. 3), and reports parameters of the zero configuration server including the job number and the number of channels, where the returned configuration information includes: the channeld, the telephone number, and other configurations of the employee number for each channel.
3) Ocx sends the channel id, the telephone number, and the actual job number to each channel module, respectively, and calls the sign-on method of the channel module (B1, B2 in fig. 3).
4) The channel module takes the channeld as a work number parameter, carries a subordinate seat work number agentid and a telephone number obtained by the zero configuration, and sends the work number to the customer service platform, the customer service platform generates a seat data area, the seat work number of the seat data area is filled as the channeld, namely, the channeld is taken as a virtual operator work number, but the identity authentication and the telephone traffic skill are still processed by the agentid. Thus, each channel appears to the platform as a different virtual operator, except that their authentication criteria and traffic skills are the same, and traffic functions are independent of each other.
5) Ocx receives the successful signing result returned by the two channel modules, and responds to the successful signing of the seat application.
6) And the seat application calls a method for acquiring window handles of the split-screen window control to acquire the handles of the two split-screen windows, and the handles are transmitted to the multicall.
Incoming call flow
In the multiple channels, only one channel is allowed to be in an idle state at the same time, so that the condition that multiple users call in and ring at the same time to cause operator refusal is avoided. Fig. 4 is a flowchart of incoming call of a user according to an embodiment of the present invention, where the flowchart is as follows:
1) After the seat is successfully signed in, the state is a 'login' state, and the line cannot be led in. The operator selects the "service" button and the seating application calls the "call idle" method of multicall.
2) Ocx stores the current state of each channel, so that a channel without a call, in this example, channel 2, can be selected and the idle interface of the channel can be called. If there are no channels without a call, i.e. all channels are in call, "idle failure" is returned to the seating application.
3) The channel module 2 requests a change to the idle state. And the customer service platform finds the memory data area according to the channelId, changes the memory data area into an idle state, and returns 'indicating idle success'.
4) Since channel 2 has all the skills of the operator and is in an idle state, similar to the ordinary routing queuing process, when a user calls in, the channel (corresponding to a virtual operator) is selected, and then the telephone number of the channel is called.
5) And after receiving the ringing message of the customer service platform, the channel module 2 forwards the ringing message to multicall.
6) Ocx notifies the agent application in the form of a ringing event, the channel number 2 is carried in the parameter, the agent application thus knows that channel 2 is ringing, and a response request dialog box is popped up.
7) After the operator clicks the response, the seat application calls a response method of multicall. ocx, the method parameter carries channel number 2, multicall. ocx sends a response request message to channel2, and channel2 sends a response request message to the customer service platform.
8) The response request processing of the customer service platform is similar to that of the ordinary seat, and is not described again, so that the call is connected. The media stream of the channel module 2 (from which the window handle of display2.ocx has been obtained earlier) is sent to display2.ocx, so that the user video is displayed in the split screen 2.
9) Ocx receives the call event of channel2, and automatically sets other channels to be silent (in this example, only channel 1) so as to ensure that the operator only hears the currently accessed call sound.
Exhalation flow
When the operator calls out, the operator needs to select a channel for the call, and from the aspect of use, the operator selects a certain split-screen window without the telephone traffic (for example, in fig. 1, the split-screen window 1 is selected), and initiates an outbound call. Fig. 5 is a flowchart of an outgoing user according to a second split screen as an example in the specific embodiment of the present invention, and as shown in fig. 5, a seat application calls an outgoing method of multicall. The NGCC platform in fig. 5 is a Next Generation Call Center (Next Generation Call Center).
Switching current call subscriber
When the customer service representative serves two split-screen users at the same time, the customer service representative can simultaneously watch videos of a plurality of users, but cannot simultaneously communicate with voice of the plurality of users, and the embodiment hopes that when a certain split screen is selected, only the split-screen user can communicate with the user. Since the video media stream and the voice media stream are separated, the video media stream can be transmitted and received as usual, and only the voice media stream of the channel corresponding to the currently selected split screen (for example, the activated window 1 in fig. 1) is transmitted and received, and the channels corresponding to other unselected split screens are set to be silent (not to transmit and receive voice), fig. 6 is a flow chart for switching the current call user by taking two split screens as an example according to the specific embodiment of the present invention, and fig. 6 is a flow chart for performing a call by selecting the split screen 1.
1) Ocx calls the "activate channel" method, with channel number 1 carried in the parameter.
2) Ocx sends message to inform channel 1, cancel mute, that is, send and receive voice media stream; and simultaneously sending a message to inform the channel 2, and setting silence, namely not sending and receiving voice media stream.
In the above-mentioned flows, only the basic call flow of incoming and outgoing calls is taken as an example for explanation, and similar to the ordinary seat call function, each channel can also perform various complex telephone traffic functions such as consultation, forwarding, conference and the like, and detailed description is omitted.
In conclusion, the multi-split-screen seat customer service system provided by the invention can be realized by simple modification on the basis of the original customer service system, and is easy to implement. The preferred embodiment of the invention is suitable for various application scenes that a customer service representative simultaneously serves for multi-user video call, improves the working efficiency, saves the labor cost and has good market prospect.
Through the above description of the embodiments, those skilled in the art can clearly understand that the method according to the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but the former is a better implementation mode in many cases. Based on such understanding, the technical solutions of the present invention or portions thereof contributing to the prior art may be embodied in the form of a software product, which is stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal device (which may be a mobile phone, a computer, a server, or a network device) to execute the method according to the embodiments of the present invention.
Example two
In this embodiment, a method for processing an incoming service running in a control center in a customer service system is provided, and fig. 7 is a flowchart of a method for processing an incoming service according to an embodiment of the present invention, as shown in fig. 7, the flowchart includes the following steps:
Step S702, receiving incoming call service;
and step S704, under the condition that the idle split screen exists in the seat, the incoming call service is distributed to the idle split screen of the seat, wherein the seat comprises a plurality of split screens.
In this embodiment, a method for processing a service of a seat running in the customer service system is provided, and fig. 8 is a flowchart of a method for processing a service according to an embodiment of the present invention, as shown in fig. 8, the flowchart includes the following steps:
step S802, the seat selects a first split screen from a plurality of split screens included in the seat;
step S804, the agent performs one of the following services through the first split screen: calling service, answering service, hanging up service, consulting service and switching service.
EXAMPLE III
According to another embodiment of the invention, a processor for running a program is provided, wherein the program when running performs the method as described in any of the above-mentioned alternative embodiments.
Example four
According to another embodiment of the invention, a storage medium is provided, which comprises a stored program, wherein the program is operative to perform the method as described in any of the above-mentioned alternative embodiments.
It will be apparent to those skilled in the art that the modules or steps of the present invention described above may be implemented by a general purpose computing device, they may be centralized in a single computing device or distributed across a network of multiple computing devices, and alternatively, they may be implemented by program code executable by a computing device, such that they may be stored in a memory device and executed by a computing device, and in some cases, the steps shown or described may be executed out of order, or separately as individual integrated circuit modules, or multiple modules or steps thereof may be implemented as a single integrated circuit module. Thus, the present invention is not limited to any specific combination of hardware and software.
The above description is only a preferred embodiment of the present invention and is not intended to limit the present invention, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (7)
1. A customer service system, comprising:
The seat comprises a plurality of split screens, wherein the split screens are connected to different traffic channels;
the control center is used for distributing different services for the plurality of split screens; after the incoming service of a telephone traffic channel is accessed in the split screen of the seat, a virtual seat is formed, and the control center takes the identifier of the telephone traffic channel as the seat number of the virtual seat; when the control center receives an incoming service and the seat is in an idle state, the control center allows the incoming service of only one traffic channel to access the seat at the same time;
the agent receives at least one split-screen video media stream while receiving and transmitting the currently activated split-screen voice media stream.
2. The system of claim 1, wherein the agent performs one of the following services through one of the plurality of split screens:
calling service, answering service, hanging up service, consulting service and switching service.
3. The system of claim 1, wherein the agent controls the plurality of split-screen windows by controlling a window handle.
4. The system of claim 1, wherein a plurality of split screens of the agent have a one-to-one fixed connection relationship with a plurality of traffic channels.
5. A method for processing an incoming service, comprising:
receiving an incoming call service;
under the condition that idle split screens exist in a seat, the incoming call service is distributed to the idle split screens of the seat, wherein the seat comprises a plurality of split screens; after the split screen of the seat is accessed to the incoming service of a telephone traffic channel, a virtual seat is formed, and the control center takes the identifier of the telephone traffic channel as the seat number of the virtual seat; when the control center receives incoming service and the seat is in an idle state, the control center allows the incoming service of only one traffic channel to access the seat at the same time;
the control center allows the seat to receive at least one split-screen video media stream while receiving and transmitting the currently activated split-screen voice media stream.
6. A method for processing a service, comprising:
the seat selects a first split screen from a plurality of split screens included in the seat; after the split screen of the seat is accessed to the incoming service of a telephone traffic channel, a virtual seat is formed, and the control center takes the identifier of the telephone traffic channel as the seat number of the virtual seat; when the control center receives incoming service and the seat is in an idle state, the control center allows the incoming service of only one traffic channel to access the seat at the same time;
The agent performs one of the following services through the first split screen: calling service, answering service, hanging up service, consulting service and switching service;
the agent receives at least one split-screen video media stream while receiving and transmitting the currently activated split-screen voice media stream.
7. A storage medium, characterized in that the storage medium comprises a stored program, wherein the program when executed performs the method of claim 5 or 6.
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| CN111526254B (en) | 2020-07-03 | 2020-11-03 | 支付宝(杭州)信息技术有限公司 | Telephone traffic distribution method and device and electronic equipment |
| CN111901486A (en) * | 2020-07-15 | 2020-11-06 | 北京优锐科技有限公司 | Voice call processing method and device and electronic equipment |
| CN113364918B (en) * | 2021-05-28 | 2022-11-25 | 拉卡拉支付股份有限公司 | Call processing method, device, electronic equipment, storage medium and program product |
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| US6972761B1 (en) * | 2000-08-09 | 2005-12-06 | Avaya Technology Corp. | Method and apparatus for monitoring work center operations |
| CN101355610B (en) * | 2008-09-10 | 2011-03-30 | 魏中华 | Method for providing client service information, self-help client service module and system |
| WO2011116190A1 (en) * | 2010-03-18 | 2011-09-22 | Jacob Munns | Method and system for simultaneously managing a plurality of simulated real-time conversations |
| CN102075647A (en) * | 2010-12-03 | 2011-05-25 | 北京佳讯飞鸿电气股份有限公司 | Method for realizing multi-connecting of manpower attendant console |
| CN102868880B (en) * | 2011-07-08 | 2017-09-05 | 中兴通讯股份有限公司 | It is a kind of based on the media transmission method remotely presented and system |
| US8866877B2 (en) * | 2012-10-15 | 2014-10-21 | Bank Of America Corporation | Split screen presentation of functionality during a hold period prior to a customer-service video conference |
| CN105072173A (en) * | 2015-08-03 | 2015-11-18 | 谌志群 | Customer service method and system for automatically switching between automatic customer service and artificial customer service |
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