CN109413290B - Telephone switching method and system - Google Patents
Telephone switching method and system Download PDFInfo
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- CN109413290B CN109413290B CN201811453676.0A CN201811453676A CN109413290B CN 109413290 B CN109413290 B CN 109413290B CN 201811453676 A CN201811453676 A CN 201811453676A CN 109413290 B CN109413290 B CN 109413290B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—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
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
- H04M3/541—Arrangements for diverting calls for one subscriber to another predetermined subscriber based on information specified by the calling party
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
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Abstract
The invention provides a method and a system for switching a telephone, which configure a switching button on a telephone control display interface installed on an agent terminal by using a configuration terminal, a service terminal sends a call request to a first agent terminal capable of responding to the call request in a plurality of agent terminals when receiving the call request initiated by a client terminal, the first agent terminal generates a pseudo hang-up parameter when monitoring that the switching button is pressed down, sends a hang-up request carrying the pseudo hang-up parameter to the service terminal, and executes a switching operation when determining that the parameter carried by the hang-up request is the pseudo hang-up parameter, wherein the switching operation is used for sending the call request to a second agent terminal capable of responding to the call request and cutting off the call between the first agent terminal and the client terminal. According to the invention, the switching function of the telephone can be realized by configuring a switching button on the display interface of the telephone control installed at the seat end.
Description
Technical Field
The present invention relates to the field of information processing technologies, and in particular, to a method and a system for forwarding a telephone call.
Background
In the surface signing process of the current automobile financial loan industry, an agent uses a telephone control to realize online surface signing on a client. The face signing process comprises a primary examination and a secondary examination, and the client needs to be immediately subjected to the secondary examination after the primary examination is finished. Because the service volume of the surface labels is larger, the outsourcing seat is added on the basis of the line editing seat of the bank so as to share the workload of the line editing seat.
In order to ensure the smooth proceeding of the face sign service, the authority set by the bank for the outsourcing seat is small, only the primary auditing duty of the face sign service can be carried out, and after the primary auditing of the outsourcing seat is completed, the seat is required to be edited for the customer switching bank to carry out the reexamination work. The existing call forwarding method is initiated by one end of the call, and the initiating time and the user receiving the call forwarding are controlled by the initiator.
However, in the automobile financial loan industry, the telephone control used by the seat only has two functions of answering and hanging up, and cannot be realized as a switching function of a client.
Disclosure of Invention
The invention aims to provide a telephone switching method and a telephone switching system, which are used for solving the problems in the prior art.
In order to achieve the above object, the present invention provides a call forwarding method, which may include the following steps:
configuring a switching button on a telephone control display interface arranged at a seat end by using a configuration end;
when receiving a call request initiated by a client, a service end sends the call request to a first seat end capable of responding to the call request;
the first seat end responds to the call request, generates a pseudo hang-up parameter when monitoring that a transfer button on a telephone control display interface arranged on the first seat end is pressed down, and sends a hang-up request carrying the pseudo hang-up parameter to the service end;
and when determining that the parameter carried in the on-hook request is the pseudo-off-hook parameter, the service end executes a transfer operation, wherein the transfer operation is to send the call request to a second seat end capable of responding to the call request and cut off the call between the first seat end and the client.
Preferably, the first and second electrodes are formed of a metal,
the method further comprises the following steps: when monitoring that an on-hook button on a telephone control display interface installed on the first agent end is pressed, the first agent end generates an on-hook parameter and sends an on-hook request carrying the on-hook parameter to the service end;
and when determining that the parameter carried in the hang-up request is the hang-up parameter, the service end executes a hang-up operation, wherein the hang-up operation is to cut off the conversation between the first agent end and the client.
Preferably, the first and second electrodes are formed of a metal,
the method further comprises the following steps: configuring a corresponding relation table in the service end by using the configuration end; the correspondence table at least includes: the corresponding relation between the pseudo hang-up parameter and the transfer operation and the corresponding relation between the hang-up parameter and the hang-up operation;
and after determining the parameters carried in the hang-up request sent by the first agent end, the service end queries the corresponding relation table to determine the operation to be executed.
Preferably, after the service end sends the call request to the first agent end capable of responding to the call request, the method further includes: and recording the compiling information of the first seat end.
Preferably, after the service end determines that the parameter carried in the on-hook request is the on-hook parameter and before performing an on-hook operation, the method further includes: determining the recorded compiling information of the first seat end, and executing the on-hook operation when the compiling information of the first seat end is row compiling; and when the compiling information of the first seat end is outsourcing compiling, executing the switching operation.
Preferably, the second seat end capable of responding to the call request is an idle seat end, and the compiling information is row compiling.
To achieve the above object, the present invention provides a telephone switching system, comprising: the system comprises a configuration end, a service end and a plurality of agent ends; wherein the content of the first and second substances,
the configuration end is used for configuring a switching button for a telephone control display interface installed on each seat end;
the service end is used for receiving a call request initiated by an external client and sending the call request to a first seat end which can respond to the call request in the plurality of seat ends; when determining that the parameter carried in the on-hook request sent by the first agent end is a pseudo-off-hook parameter, executing a transfer operation, wherein the transfer operation is to send the call request to a second agent end which can respond to the call request in the plurality of agent ends and cut off the call between the first agent end and the client;
and the first seat end is used for responding to the call request, generating a pseudo hang-up parameter when monitoring that a transfer button on a telephone control display interface installed on the first seat end is pressed down, and sending a hang-up request carrying the pseudo hang-up parameter to the service end.
Preferably, the first and second electrodes are formed of a metal,
the first seat end is further configured to generate an on-hook parameter when it is monitored that an on-hook button on a telephone control display interface installed at the first seat end is pressed, and send an on-hook request carrying the on-hook parameter to the service end;
the service end is further configured to execute an on-hook operation when determining that the parameter carried in the on-hook request is the on-hook parameter, where the on-hook operation is to cut off a call between the first agent end and the client.
Preferably, the first and second electrodes are formed of a metal,
the configuration end is further used for configuring a corresponding relation table in the service end; the correspondence table at least includes: the corresponding relation between the pseudo hang-up parameter and the transfer operation and the corresponding relation between the hang-up parameter and the hang-up operation;
the service end is specifically configured to query the correspondence table after determining a parameter carried in the hang-up request sent by the first agent end, so as to determine an operation to be executed.
Preferably, the first and second electrodes are formed of a metal,
the service end is further configured to record the compiling information of the first seat end, and further determine the recorded compiling information of the first seat end after determining that the parameter carried in the hang-up request is the hang-up parameter; when the compiling information of the first seat end is row compiling, executing the on-hook operation; and when the compiling information of the first seat end is outsourcing compiling, executing the switching operation.
The invention provides a telephone switching method and a system, which configure a switching button on a telephone control display interface installed on an agent terminal by using a configuration terminal, when a service terminal receives a call request initiated by a client terminal, the service terminal sends the call request to a first agent terminal capable of responding to the call request in a plurality of agent terminals, the first agent terminal generates a pseudo hang-up parameter when monitoring that the switching button is pressed, sends a hang-up request carrying the pseudo hang-up parameter to the service terminal, and when the service terminal determines that the parameter carried by the hang-up request is the pseudo hang-up parameter, the service terminal executes a switching operation, wherein the switching operation is to send the call request to a second agent terminal capable of responding to the call request, and cut off the call between the first agent terminal and the client terminal. According to the invention, the switching function of the telephone can be realized by configuring a switching button on the display interface of the telephone control installed at the seat end.
Drawings
FIG. 1 is a flowchart of a first embodiment of a call forwarding method of the present invention;
FIG. 2 is a diagram of a first embodiment of a call forwarding system;
fig. 3 is a flowchart of a second embodiment of a call forwarding method.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The invention provides a telephone switching method and a telephone switching system, which are suitable for the technical field of information processing and are used for realizing the switching function of a client under the condition that a telephone control used by a seat end has no switching function. The method comprises the steps that a call control display interface installed on an agent end is configured with a transfer button by a configuration end, when a service end receives a call request initiated by a client, the call request is sent to a first agent end capable of responding to the call request in a plurality of agent ends, when the first agent end monitors that the transfer button is pressed, a pseudo hang-up parameter is generated, a hang-up request carrying the pseudo hang-up parameter is sent to the service end, when the service end determines that the parameter carried by the hang-up request is the pseudo hang-up parameter, transfer operation is executed, the transfer operation is that the call request is sent to a second agent end capable of responding to the call request, and the call between the first agent end and the client is cut off. According to the invention, the switching function of the telephone can be realized by configuring a switching button on the display interface of the telephone control installed at the seat end.
Example one
Referring to fig. 1, a telephone forwarding method of this embodiment is applied to a telephone forwarding system, where the telephone forwarding system includes a configuration end, a service end, and a plurality of agent ends; the call forwarding method may include the steps of:
and step 01, configuring a transfer button on a telephone control display interface installed on the seat end in advance by using the configuration end.
Install the telephone control who carries out face and sign business at the seat end, the seat can register in advance, can use user name and password login telephone control after the registration is successful, after the telephone control is gone up in the seat login, the telephone control demonstrates there is corresponding display interface, is provided with the button on the display interface, and different buttons correspond different functions, mainly include following button: the seat can use the telephone control to receive and send a call request initiated by the client, and use the telephone control to call with the client, thereby providing a face-to-face sign service for the client.
In the prior art, only the answering button on the telephone control realizes the answering function, and the on-hook button realizes the on-hook function, so that the switching function of the telephone cannot be realized. After the configuration is successful, the agent logs in the telephone control again, and the transfer button is displayed on the display interface of the agent.
In this embodiment, the telephone control capable of logging in the seat end and the establishment information of the seat capable of providing the face-to-face sign service for the customer include two types, namely a line establishment seat and an outsourcing seat. The line-editing seat has face label business pre-examination authority and re-examination authority, and the outsourcing seat only has the face label business pre-examination authority and has no re-examination authority. Therefore, if the outsourcing agent provides the business service for the client, only the initial examination is completed, the call forwarding for the client is required to provide the review operation for the client, and the on-hook operation cannot be performed by itself.
Based on this, in order to prevent the outsourced seat from performing the on-hook operation illegally after the outsourced seat provides the service, and not performing the switching action for the client, in an embodiment of the invention, the configuration end can be used for configuring the telephone control display interface installed for the seat end, so that after the configuration, when the outsourced seat logs in the telephone control, the on-hook button is not displayed on the display interface of the corresponding telephone control, and thus, the outsourced seat can only realize the on-hook by pressing the switching button, and the service end can realize the switching operation for the client according to the switching button.
It should be noted that, the functions of configuring the transfer button for the telephone control display interface installed on the seat end by using the configuration end and configuring the on-hook button not displayed on the display interface are realized by editing the software code of the telephone control, and belong to the prior art scheme.
Step 02, when receiving a call request initiated by a client, a service end sends the call request to a first seat end capable of responding to the call request.
When a client transacts loan face signing, a corresponding telephone control needs to be downloaded from the client so as to carry out line face signing between the telephone control and an agent. When the client performs the on-line sign operation by using the telephone control, a call request can be initiated according to the indication operation of the telephone control, and the client sends the call request to the service end.
When receiving the call request, the service end can determine the service type corresponding to the call request according to the parameters carried in the call request. For example, a client performs a click operation on a corresponding service on a client, such as clicking a loan signpost service, and further initiates a call request for the loan signpost service, where the call request carries a parameter corresponding to the loan signpost service. And the service end compares the parameters carried in the call request with the service types corresponding to the locally stored parameters, so that the fact that the call request is used for transacting the loan signing service can be known.
In this embodiment, the agents that can respond to the call request are all the agents that are currently online and in an idle state and can handle the loan signature service. Because the line-editing seat has the face label business pre-examination authority and the re-examination authority, the outsourcing seat only has the face label business pre-examination authority and has no re-examination authority, the editing information can be preferentially selected to be the seat of the line-editing seat when the first seat end is selected. When the first agent end is a row editing agent, the first agent end can directly provide the primary examination service and the secondary examination service for the client, and the client can be directly hung after the secondary examination service is provided, so that the waiting time of the client can be reduced, and the efficiency of the surface signing service is improved.
After determining the first agent end capable of responding to the call request, the call request may be sent to the first agent end, and the call between the first agent end and the client is connected, so that the first agent end provides a corresponding face-to-face service for the client.
And 03, the first seat end responds to the call request, generates a pseudo hang-up parameter when monitoring that a transfer button on a telephone control display interface installed on the first seat end is pressed down, and sends a hang-up request carrying the pseudo hang-up parameter to the service end.
After the call between the first agent end and the client is finished, if the compilation information of the first agent end is compiled for outsourcing, the first agent end only provides a preliminary review service for the client, so that the first agent end also needs to perform a switching operation for the client so as to enable the agent to compile the agent to provide a review service for the client.
The first agent end can not transfer the call of the client to the appointed agent, but can realize the call through the service end, when the first agent end monitors that the agent presses a transfer button on a display interface of a telephone control, an on-hook request can be generated, the pseudo-on-hook parameter is carried in the on-hook request, and the on-hook request is sent to the service end to inform the service end that the service of the first agent end is completed and the next agent needs to be transferred for the client.
In an embodiment of the present invention, if the compiling information of the first agent end is a row compiling agent, after the call between the first agent end and the client is ended, the first agent end completes the preliminary review and the review service for the client, and can perform an on-hook operation, then the on-hook can be implemented through an on-hook button on a display interface of a telephone control, and after the agent presses the on-hook button, the first agent end can monitor the operation of pressing the on-hook button, and generate an on-hook parameter corresponding to the on-hook button, where the on-hook parameter is also a well-agreed parameter sequence, and is different from a pseudo-on-hook parameter, for example, the on-hook parameter is P. The first agent terminal generates a hang-up request, carries the hang-up parameter in the hang-up request, and sends the hang-up request to the service terminal to inform the service terminal that the service of the first agent terminal is completed and the hang-up request is needed.
And 04, when determining that the parameter carried in the on-hook request is the pseudo-off-hook parameter, the service end executes a transfer operation, wherein the transfer operation is to send the call request to a second seat end capable of responding to the call request and cut off the call between the first seat end and the client.
In this embodiment, in order to enable the service end to know the operation to be executed next when receiving the hang-up request, a corresponding relationship table may be configured in the service end in advance by using the configuration end, where the corresponding relationship table at least includes: the corresponding relation between the pseudo hang-up parameter and the transfer operation and the corresponding relation between the hang-up parameter and the hang-up operation. As shown in table 1 below, a corresponding relationship table configured for the service end.
Table 1:
| parameter(s) | Operation of |
| F | Switching operation |
| P | On hook operation |
According to the table 1, when the service end receives the hang-up request, the parameters carried by the hang-up request are identified, the corresponding relation table is inquired according to the identified parameters, if the carried parameters are the pseudo hang-up parameters F, the switching operation can be determined to be needed, and if the carried parameters are the hang-up parameters P, the hang-up operation can be determined to be needed.
In this embodiment, the switching operation is: sending the call request to a second seat end capable of responding to the call request, and cutting off the call between the first seat end and the client; the on-hook operation is as follows: and cutting off the conversation between the first agent end and the client.
In an embodiment of the present invention, when a forwarding operation needs to be performed, a second seat end capable of responding to the call request needs to be determined first, because a false hang-up parameter is carried in a hang-up request initiated by a first seat end, it indicates that a service end needs to perform a forwarding operation for a client, and the purpose of the forwarding operation is to require the second seat end to provide a review service for the client, and the establishment information of a seat capable of providing the review service must be an agent for a row, so in this embodiment, the second seat end needs to be an agent whose establishment information is an agent for a row and is in an idle state.
Further, there may be a case that, since an outsource agent only has a primary authority and no secondary authority, it is specified that the outsource agent has to perform a forwarding operation after providing the business service for the client, but if the outsource agent performs a hook operation after providing the business service for the client, the forwarding operation violates the business rule, and therefore, in order to avoid such violation problem, in an embodiment of the present invention, after the business terminal performs sending the call request to the first agent terminal capable of responding to the call request, the business terminal may further include: and recording the compiling information of the first seat end.
Specifically, after the first seat end capable of responding to the call request is determined, the seat number of the first seat end is obtained, and the establishment information corresponding to the seat number of the first seat end is inquired according to the corresponding relationship between the seat number and the seat establishment information in the seat information base.
After determining that the parameter carried in the on-hook request is the on-hook parameter and before performing an on-hook operation, the service end further includes: determining the recorded compiling information of the first seat end, and executing the on-hook operation when the compiling information of the first seat end is row compiling; and when the compiling information of the first seat end is outsourcing compiling, executing the switching operation. Therefore, the problem that the outsourcing seat directly carries out on-hook operation in violation of business rules can be avoided.
In an embodiment of the present invention, in order to ensure that the client can complete the pre-audit and the re-audit services when transacting the face-to-sign service, the second seat end capable of responding to the call request is an idle seat end, and the compiling information is compiled for the line.
The method comprises the steps that a call control display interface installed on an agent end is configured with a transfer button by a configuration end, when a service end receives a call request initiated by a client, the call request is sent to a first agent end capable of responding to the call request in a plurality of agent ends, when the first agent end monitors that the transfer button is pressed, a pseudo hang-up parameter is generated, a hang-up request carrying the pseudo hang-up parameter is sent to the service end, when the service end determines that the parameter carried by the hang-up request is the pseudo hang-up parameter, transfer operation is executed, the transfer operation is that the call request is sent to a second agent end capable of responding to the call request, and the call between the first agent end and the client is cut off. According to the invention, the switching function of the telephone can be realized by configuring a switching button on the display interface of the telephone control installed at the seat end.
Referring to fig. 2, the present embodiment further provides a telephone forwarding system, including: a configuration end 201, a service end 202 and a plurality of agent ends 203; wherein the content of the first and second substances,
the configuration end is used for configuring a switching button for a telephone control display interface installed on each seat end;
the service end is used for receiving a call request initiated by an external client and sending the call request to a first seat end which can respond to the call request in the plurality of seat ends; when determining that the parameter carried in the on-hook request sent by the first agent end is a pseudo-off-hook parameter, executing a transfer operation, wherein the transfer operation is to send the call request to a second agent end which can respond to the call request in the plurality of agent ends and cut off the call between the first agent end and the client;
and the first seat end is used for responding to the call request, generating a pseudo hang-up parameter when monitoring that a transfer button on a telephone control display interface installed on the first seat end is pressed down, and sending a hang-up request carrying the pseudo hang-up parameter to the service end.
In an embodiment of the present invention, the first agent end is further configured to generate an on-hook parameter when it is monitored that an on-hook button on a display interface of a telephone control installed in the first agent end is pressed, and send an on-hook request carrying the on-hook parameter to the service end;
the service end is further configured to execute an on-hook operation when determining that the parameter carried in the on-hook request is the on-hook parameter, where the on-hook operation is to cut off a call between the first agent end and the client.
In an embodiment of the present invention, the configuration end is further configured to configure a corresponding relationship table in the service end; the correspondence table at least includes: the corresponding relation between the pseudo hang-up parameter and the transfer operation and the corresponding relation between the hang-up parameter and the hang-up operation;
the service end is specifically configured to query the correspondence table after determining a parameter carried in the hang-up request sent by the first agent end, so as to determine an operation to be executed.
In an embodiment of the present invention, the service end is further configured to record organization information of the first agent end, and further determine the recorded organization information of the first agent end after determining that a parameter carried in the on-hook request is the on-hook parameter; when the compiling information of the first seat end is row compiling, executing the on-hook operation; and when the compiling information of the first seat end is outsourcing compiling, executing the switching operation.
In this embodiment, a configuration end is used to configure a forwarding button on a telephone control display interface installed in an agent end, a service end sends a call request to a first agent end capable of responding to the call request among a plurality of agent ends when receiving the call request initiated by a client, the first agent end generates a pseudo hang-up parameter when monitoring that the forwarding button is pressed, sends a hang-up request carrying the pseudo hang-up parameter to the service end, and executes a forwarding operation when determining that a parameter carried by the hang-up request is the pseudo hang-up parameter, where the forwarding operation is to send the call request to a second agent end capable of responding to the call request, and cut off the call between the first agent end and the client. According to the invention, the switching function of the telephone can be realized by configuring a switching button on the display interface of the telephone control installed at the seat end.
Example two
Referring to fig. 3, the method for forwarding a telephone call according to the embodiment is based on the first embodiment and includes the following steps:
and step 01, configuring a transfer button on a telephone control display interface installed on the seat end by using the configuration end.
In this embodiment, in order to implement the forwarding function of the phone control and provide call forwarding for the client, a forwarding button may be configured on a phone control display interface installed at the seat end in advance by using the configuration end. After the configuration is successful, the agent logs in the telephone control again, and the transfer button is displayed on the display interface of the agent.
Step 02, when receiving a call request initiated by a client, a service end sends the call request to a first seat end capable of responding to the call request, and records the compiling information of the first seat end.
In this embodiment, the agents that can respond to the call request are all the agents that can handle the loan signpost service, which are currently online and in an idle state. Because the line-editing seat has the face label business pre-examination authority and the re-examination authority, the outsourcing seat only has the face label business pre-examination authority and has no re-examination authority, the line-editing seat can be preferentially selected to edit information as the line-editing seat when the first seat end is selected.
The compiling information of the first seat end can be line compiling or outsourcing compiling.
And 03, the first seat end responds to the call request, the operation of a button on a telephone control display interface installed on the first seat end is monitored, step 04 is executed when a transfer button on the telephone control display interface installed on the first seat end is monitored to be pressed down, and step 07 is executed when an on-hook button on the telephone control display interface installed on the first seat end is monitored to be pressed down.
If the agent presses a transfer button on a display interface of the telephone control, the service provided by the agent for the client is finished, and the agent needs to be transferred to other agents to perform the service of the next step; if the on-hook button on the telephone control display interface is pressed by the agent, the service provided by the agent for the client is finished, and the on-hook operation can be directly carried out.
And 04, generating a pseudo hang-up parameter by the first agent end, sending a hang-up request carrying the pseudo hang-up parameter to the service end, and executing the step 05.
The false hang-up parameter may be represented by a predetermined parameter sequence, for example, the false hang-up parameter is F.
The first agent end can not transfer the call of the client to the appointed agent, but can realize the call through the service end, when the first agent end monitors that the agent presses a transfer button on a display interface of a telephone control, an on-hook request can be generated, the pseudo-on-hook parameter is carried in the on-hook request, and the on-hook request is sent to the service end to inform the service end that the service of the first agent end is completed and the next agent needs to be transferred for the client.
Step 05, when determining that the parameter carried in the hang-up request is the pseudo hang-up parameter, the service end queries a corresponding relation table, determines that the operation to be executed is a transfer operation, and executes step 06.
And 06, the service end sends the call request to a second seat end capable of responding to the call request, cuts off the call between the first seat end and the client end, and ends.
Because the hang-up request initiated by the first agent end carries the pseudo hang-up parameter, it indicates that the service end is required to perform a transfer operation for the client, and the purpose of the transfer operation is to provide a review service for the client by the second agent end, and the establishment information of the agent capable of providing the review service must be an agent for line establishment.
And step 07, the first agent end generates an on-hook parameter, sends an on-hook request carrying the on-hook parameter to the service end, and executes step 08.
The hang-up parameter is also a well-defined parameter sequence, and is different from the pseudo hang-up parameter, for example, the hang-up parameter is P. The first agent terminal generates a hang-up request, carries the hang-up parameter in the hang-up request, and sends the hang-up request to the service terminal to inform the service terminal that the service of the first agent terminal is completed and the hang-up request is needed.
Step 08, when determining that the parameter carried in the hang-up request is the hang-up parameter, the service end queries the corresponding relation table, determines that the operation to be executed is a transfer operation, and executes step 09.
Step 09, the service side judges the recorded compiling information of the first seat side, and when the compiling information of the first seat side is a line compiling, step 10 is executed; and when the compiling information of the first seat end is outsourcing compiling, executing the step 06.
And step 10, the service end cuts off the conversation between the first seat end and the client.
The method comprises the steps that a switching button is configured on a telephone control display interface installed on an agent end by a configuration end, when a service end receives a call request initiated by a client, the call request is sent to a first agent end capable of responding to the call request in a plurality of agent ends, when the first agent end monitors that the switching button is pressed, a pseudo hang-up parameter is generated, a hang-up request carrying the pseudo hang-up parameter is sent to the service end, when the service end determines that the parameter carried by the hang-up request is the pseudo hang-up parameter, switching operation is executed, the switching operation is that the call request is sent to a second agent end capable of responding to the call request, and the call between the first agent end and the client is cut off. According to the invention, the switching function of the telephone can be realized by configuring a switching button on the display interface of the telephone control installed at the seat end.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (5)
1. A method of call forwarding, the method comprising the steps of:
configuring a switching button on a telephone control display interface arranged at a seat end by using a configuration end;
when receiving a call request initiated by a client, a service end sends the call request to a first seat end capable of responding to the call request, and records the compilation information of the first seat end;
the first seat end responds to the call request, generates a pseudo hang-up parameter when monitoring that a transfer button on a telephone control display interface arranged on the first seat end is pressed down, and sends a hang-up request carrying the pseudo hang-up parameter to the service end;
when determining that the parameter carried in the on-hook request is the pseudo-off-hook parameter, the service end executes a transfer operation, wherein the transfer operation is to send the call request to a second seat end capable of responding to the call request and cut off the call between the first seat end and the client;
when monitoring that an on-hook button on a telephone control display interface installed on the first agent end is pressed, the first agent end generates an on-hook parameter and sends an on-hook request carrying the on-hook parameter to the service end;
when determining that the parameter carried in the on-hook request is the on-hook parameter, the service end determines the recorded programming information of the first seat end, executes an on-hook operation when the programming information of the first seat end is row programming, and executes the switching operation when the programming information of the first seat end is outsourcing programming, wherein the on-hook operation is to cut off the conversation between the first seat end and the client.
2. The call forwarding method of claim 1,
the method further comprises the following steps: configuring a corresponding relation table in the service end by using the configuration end; the correspondence table at least includes: the corresponding relation between the pseudo hang-up parameter and the transfer operation and the corresponding relation between the hang-up parameter and the hang-up operation;
and after determining the parameters carried in the hang-up request sent by the first agent end, the service end queries the corresponding relation table to determine the operation to be executed.
3. The call forwarding method according to claim 1 or 2, wherein the second agent end capable of responding to the call request is an idle agent end, and the compiling information is row compiling.
4. A telephone switching system, comprising: the system comprises a configuration end, a service end and a plurality of agent ends; wherein the content of the first and second substances,
the configuration end is used for configuring a switching button for a telephone control display interface installed on each seat end;
the service end is used for receiving a call request initiated by an external client, sending the call request to a first seat end capable of responding to the call request in the plurality of seat ends, and recording the compiling information of the first seat end; when determining that the parameter carried in the on-hook request sent by the first agent end is a pseudo-off-hook parameter, executing a transfer operation, wherein the transfer operation is to send the call request to a second agent end which can respond to the call request in the plurality of agent ends and cut off the call between the first agent end and the client; when determining that the parameters carried in the on-hook request sent by the first seat end are on-hook parameters, determining recorded programming information of the first seat end, executing an on-hook operation when the programming information of the first seat end is row programming, and executing the switching operation when the programming information of the first seat end is outsourcing programming, wherein the on-hook operation is to cut off the conversation between the first seat end and the client;
the first seat end is used for responding to the call request, generating a pseudo hang-up parameter when monitoring that a transfer button on a telephone control display interface arranged on the first seat end is pressed down, and sending a hang-up request carrying the pseudo hang-up parameter to the service end; and when the fact that an on-hook button on a telephone control display interface installed on the first seat end is pressed is monitored, generating an on-hook parameter, and sending an on-hook request carrying the on-hook parameter to the service end.
5. The call forwarding system of claim 4,
the configuration end is further used for configuring a corresponding relation table in the service end; the correspondence table at least includes: the corresponding relation between the pseudo hang-up parameter and the transfer operation and the corresponding relation between the hang-up parameter and the hang-up operation;
the service end is specifically configured to query the correspondence table after determining a parameter carried in the hang-up request sent by the first agent end, so as to determine an operation to be executed.
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| CN201811453676.0A CN109413290B (en) | 2018-11-30 | 2018-11-30 | Telephone switching method and system |
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| CN201811453676.0A CN109413290B (en) | 2018-11-30 | 2018-11-30 | Telephone switching method and system |
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| CN109413290B true CN109413290B (en) | 2021-08-03 |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| US5793858A (en) * | 1996-03-20 | 1998-08-11 | Northen Telecom Limited | Method for improving call completion rates in telephony |
| CN102306247A (en) * | 2011-08-17 | 2012-01-04 | 广州启生信息技术有限公司 | Network customer service and pass management system based on doctor on-line interaction |
| CN103379229B (en) * | 2012-04-28 | 2017-02-15 | 恒生电子股份有限公司 | Data transmission method and system for specialist seat |
| CN105407242A (en) * | 2015-10-26 | 2016-03-16 | 广州安莱信息通信技术有限公司 | Intelligent calling center system |
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