CN109788147A - Telephone exchange, phone customer service adapting system and phone customer service forwarding method - Google Patents
Telephone exchange, phone customer service adapting system and phone customer service forwarding method Download PDFInfo
- Publication number
- CN109788147A CN109788147A CN201711132157.XA CN201711132157A CN109788147A CN 109788147 A CN109788147 A CN 109788147A CN 201711132157 A CN201711132157 A CN 201711132157A CN 109788147 A CN109788147 A CN 109788147A
- Authority
- CN
- China
- Prior art keywords
- customer service
- information
- phone
- communication device
- call request
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Landscapes
- Telephonic Communication Services (AREA)
Abstract
A kind of phone customer service adapting system, including communication device and telephone exchange.Communication device includes identification information and customer service representative number to issue a call request signal, call request signal.Telephone exchange includes storage module, Traffic handling module and customer service interconnecting module.Storage module stores a list.Traffic handling module receives call request signal, represents the contact information of the customer service terminal in number acquirement Customer Service Information according to the Customer Service Information in identification information acquirement list and according to customer service.Customer service interconnecting module establishes the calling on-line between communication device and customer service terminal according to contact information.
Description
Technical field
The present invention relates to a kind of switch system, a kind of telephone exchange, phone customer service adapting system and electricity are particularly related to
Talk about customer service forwarding method.
Background technique
For many service trades, such as life insurance, bank, security, traffic, communications industry etc., it can be equipped with client mostly and take
Business special line, to solve customer issue or provide after-sale service.However, as customer service project is more and more polynary, the duty of customer service department
Business content also more becomes complicated, for example including product and service consultation, customer's complaint, data change, pays in and product Shen dress etc..
Therefore, after client usually dials service calls, it is necessary to the multiple data of process (such as the individuals such as identity card font size, card number, license number
Information) input and confirmation and voice forwarding layer by layer, it can converse with contact staff.
Summary of the invention
In view of this, in an embodiment, providing a kind of phone customer service adapting system includes communication device and telephone exchange
Machine.Communication device includes identification information and customer service representative number to issue a call request signal, call request signal.Phone is handed over
It changes planes including storage module, Traffic handling module and customer service interconnecting module.Storage module stores a list.Traffic handling mould
Block connects storage module and communication device, and Traffic handling module receives call request signal, it is clear to obtain data according to identification information
Customer Service Information in list and the contact information according to the customer service terminal in customer service representative number acquirement Customer Service Information.
Customer service interconnecting module connects Traffic handling module, customer service interconnecting module according to contact information establish communication device and customer service terminal it
Between calling on-line.
In an embodiment, a kind of phone customer service adapting system, including communication device and telephone exchange are provided.Communication dress
It sets to issue call request signal, call request signal includes customer service representative number.Telephone exchange includes storage module, words
Processing module of being engaged in and customer service interconnecting module.Storage module stores list.Traffic handling module connects storage module and communication
Device, Traffic handling module receive call request signal, represent the connection of the customer service terminal in number acquirement list according to customer service
Network information.Customer service interconnecting module connects Traffic handling module, and customer service interconnecting module establishes communication device and visitor according to contact information
The calling on-line between terminal is taken, and customer service interconnecting module transmits customer service representative number to customer service terminal.
In an embodiment, a kind of telephone exchange is provided, for receiving the call request signal from communication device, electricity
Talking about interchanger includes storage module, Traffic handling module and customer service interconnecting module.Storage module stores list.Traffic handling
Module connects storage module, and Traffic handling module receives call request signal, and call request signal includes identification information and customer service
Representative number, Traffic handling module are represented according to the Customer Service Information in identification information acquirement list and according to customer service
Number obtain Customer Service Information in customer service terminal contact information.Customer service interconnecting module connects Traffic handling module, and customer service turns
Connection module establishes the calling on-line between communication device and customer service terminal according to contact information.
In an embodiment, a kind of phone customer service forwarding method is provided, is used for a telephone exchange, this method includes receiving
Call request signal from communication device, wherein call request signal includes identification information and customer service representative number, according to identification
Information obtains Customer Service Information from list, represents number connection for obtaining customer service terminal from Customer Service Information according to customer service
Network information establishes calling on-line between communication device and customer service terminal according to contact information.
In conclusion telephone exchange according to an embodiment of the present invention, phone customer service adapting system and phone customer service switching
Method is applicable in the call request signal by issuing from client, and the contact letter of customer service terminal is quickly obtained from list
Breath when making customers dial service calls, is not had to through more with being directly forwarded to corresponding contact staff or its exclusive contact staff
Secondary data input and confirmation and voice forwarding layer by layer, reach the efficiency for effectively promoting customer service and the time for saving client.
Detailed description of the invention
Fig. 1 is the system block diagrams of phone customer service adapting system first embodiment of the present invention.
Fig. 2 is the schematic diagram of one embodiment of communication device of the present invention.
Fig. 3 is the system block diagrams of phone customer service adapting system second embodiment of the present invention.
Fig. 4 is the schematic diagram of one embodiment of vehicle device device of the present invention.
Fig. 5 is the system block diagrams of phone customer service adapting system 3rd embodiment of the present invention.
Fig. 6 is the step flow chart of phone customer service forwarding method first embodiment of the present invention.
Fig. 7 is the step flow chart of phone customer service forwarding method second embodiment of the present invention.
Fig. 8 is the step flow chart of phone customer service forwarding method 3rd embodiment of the present invention.
Fig. 9 is the step flow chart of phone customer service forwarding method fourth embodiment of the present invention.
Wherein appended drawing reference are as follows:
1,2 phone customer service adapting system
10 communication devices
11 input interfaces
111 options
20,20 ' telephone exchange
21 storage modules
22 Traffic handling modules
23 customer service interconnecting modules
24 update modules
30 vehicle device devices
31 input units
311 options
32 control units
33 communication units
40 servo hosts
D1 list
D2 contact information
D3 call instruction
R call request signal
C customer service terminal
The actuating that S01 responds the one of them of multiple options of communication device issues call request signal
The actuating that S01 ' responds the one of them of multiple options of vehicle device device, which generates, has corresponding customer service representative number
Call instruction
S02 exports call instruction to communication device, wherein call instruction drives communication device to issue call from vehicle device device
Request signal
S03 receives the call request signal from communication device, and wherein call request signal includes identification information and customer service
Representative number
S04 obtains Customer Service Information according to identification information from list
S05 represents number contact information that customer service terminal is obtained from Customer Service Information according to customer service
S06 establishes the calling on-line between communication device and customer service terminal according to contact information
S07 receives more new data at predetermined time intervals, and updates list so that the more new data received is corresponding
S08 exports client identity information and client's resume information to customer service terminal
Specific embodiment
Fig. 1 is the system block diagrams of phone customer service adapting system first embodiment of the present invention.As shown in Figure 1, phone customer service
Adapting system 1 includes communication device 10 and telephone exchange 20 (Private Branch Exchange, PBX).In some implementations
In example, phone customer service adapting system 1 can be applied to the service trades such as life insurance, bank, security, traffic, communications industry, telephone exchange 20
The incoming call of client can be focused on to carry out customer service switching or call management.
Communication device 10 is to issue a call request signal R.Such as in the embodiment in figure 1, communication device 10 can be
Wireless calling apparatus (such as mobile phone or tablet computer) or vehicle device device (On board Unit), telephone exchange 20
It can be a wireless telephone exchanger.Communication device 10 can issue the call request letter of radio wave form according to dialing for user
Number R and via base station or antenna wireless transmission to telephone exchange 20.
In one embodiment, communication device 10 can also be local telephone network device, and telephone exchange 20 can exchange for a telephone
Machine simultaneously connects public switch telephone network (Public Switched Telephone Network, PSTN), and communication device 10 can root
The call request signal R of wired electric wave form is issued according to dialing for user and is connected to phone via public switch telephone network hands over
Change planes 20.
In one embodiment, communication device 10 can also be the device that can be dialed network telephone, such as on smartphone, table
Computer, laptop or vehicle device device (On board Unit) issue call request letter to make a phone call by network
Number R.Wherein network can refer to internet, local area network, integrate packet radio (General Packet Radio
Service, GPRS), forth generation (fourth Generation, 4G) Mobile Communications, the lower package of high speed access (High Speed
Downlink Packet Access, HSDPA or3.5G), Wireless LAN (Wireless Fidelity, Wi-Fi) etc..
Telephone exchange 20 can be by a network telephone exchanger (IP-PBX) to receive the call that communication device 10 issues via network
Request signal R.
It in one embodiment, may include having an identification information and a visitor in the call request signal R that communication device 10 issues
Clothes representative number.Wherein identification information can be phone number, a device native code, a default identifier or any combination thereof.Such as
Communication device 10 can be a smartphone, and call request signal R can include phone number or device native code (such as hand
Machine factory serial number).Customer service representative number refers to the customer service number that user is dialed, wherein different customer service number correspondences is not of the same race
The service item of class.Specifically, by taking car industry phone customer service as an example, when having the demand of reservation maintenance after user purchases vehicle,
Communication device 10 can be operated and issue call request signal R, making call request signal R includes the customer service representative for reserving maintenance
Number, it, can be according to the customer service of " reservation is maintained " in call request signal R when telephone exchange 20 receives call request signal R
Representative number, finds customer service terminal C and is transferred from list D1, and the customer service generation that telephone exchange 20 " can will reserve maintenance "
Table number is sent to customer service terminal C, and customer service terminal C can quickly learn the service that user needs, and reaches when customers dial customer service electricity
When words, without inputting voice forwarding with confirmation and layer by layer through multiple data, and effectively promotes the efficiency of customer service and save visitor
The purpose of family time.In other embodiments, customer service terminal C can be single customer service terminal C or corresponding different service items
Multiple customer service terminal C.
In one embodiment, communication device 10 may include an input interface 11, and input interface 11 includes representing different services
Multiple keys of project, each option 111 corresponds to a kind of customer service representative number, when one of option 111 is toggled, leads to
It interrogates the actuating that device 10 is response option 111 and issues call request signal R, whereby, user is not required in mobile phone address book
It looks for corresponding customer service representative number or customer service representative number is manually entered by numeric keypad, it is only necessary to click corresponding with service project
The movement for the number of broadcasting can be rapidly completed in option 111.Such as in the embodiment of fig. 2, communication device 10 is a smartphone, defeated
Incoming interface 11 is the Touch Screen on mobile phone, and multiple options 111 are the multiple virtual keys being shown on Touch Screen, and citing comes
It saying, user can be performed the attendant applications program that communication device 10 is installed and make to show multiple options 111 on Touch Screen,
This multiple option 111 respectively represent " marketing consultant ", " service assistant director ", " emergency relief ", " its is recommended that item ", " reservation is maintained " with
And the service items such as " being serviced to mansion ", and each service item has respective customer service representative number, when " sale cares for user's pressing
Ask " virtual option 111, the customer service that communication device 10 can be made to dial corresponding " marketing consultant " represents number.In other embodiments
In, input interface 11 can also be a control panel, and the respective option 111 is the key or defeated of the entity of setting on the control panel
Incoming interface 11 can be a speech input interface, and the present embodiment is not intended to limit.
Again as shown in Figure 1, telephone exchange 20 includes storage module 21, Traffic handling module 22 and customer service interconnecting module
23.Wherein Traffic handling module 22 connects storage module 21 and customer service interconnecting module 23.
In some embodiments, storage module 21 can be in volatile memory or non-voltile memory, such as arbitrary access
Deposit (RAM), read-only memory (ROM), the electronics formula of erasing can make carbon copies read-only memory (EEPROM) or hard disk etc..Storage module 21
A list D1 can be stored, can have in list D1 customer information (such as customer name, customer number, client's classification,
Identity card font size, phone number, e-mail, address, information of vehicles, declaration form number, Bank Account Number etc.) and customer service data
(such as customer service name, telephone number, extension, standby call, e-mail or other customer service contact informations etc.).It refers to
Under take off shown in table one, be list D1 an embodiment, by table one it can be seen that list D1 in include " identifier ", "
Customer service data corresponding to multiple customer datas such as customer name " and " Client handset number " and each client, such as " clothes
Be engaged in assistant director's name ", " service assistant director's phone ", multiple customer service groups such as " marketing consultant's name " and " marketing consultant's phone ".
Table one
In one embodiment, Traffic handling module 22 can be connected to communication device 10 by way of wirelessly or non-wirelessly, words
When business processing module 22 receives call request signal R, the customer service in list D1 can be obtained according to identification information
Information and contact information D2 (such as the phone number for number obtaining the customer service terminal C in Customer Service Information is represented according to customer service
Code or extension), customer service interconnecting module 23 can be established according to contact information D2 between communication device 10 and customer service terminal C
One calling on-line.
For example, see shown in Fig. 1 and Fig. 2, it is assumed that when the product of user's purchase is problematic, communication device 10 can be clicked
Input interface 11 on " service assistant director " virtual option 111 and issue the traffic of call request signal R to telephone exchange 20
Processing module 22 may include having the phone number (such as 0912000001) of client and corresponding " clothes in call request signal R at this time
The customer service representative number of business assistant director ".Comparative diagram 1 is asked again and is above taken off shown in table one, and Traffic handling module 22 can compare phone number
(0912000001) with the customer data of table one and learn be client " Lee XX " incoming call and correspond to " Lee XX " all customer services
The Customer Service Information of data (such as the name, phone and the name of marketing consultant, phone of service assistant director).In addition, at traffic
Reason module 22 can be found out in customer service data according further to the customer service representative number of " service assistant director " in call request signal R
The telephone number 0912000000 (i.e. the contact information D2 of customer service terminal C) of Miss Wang of corresponding " service assistant director " project.Customer service
Interconnecting module 23 can be according to telephone number 0912000000 by the call forwarding of client " Lee XX " to corresponding customer service terminal C
(servicing the mobile phone or other communicators of assistant director Wang little Jie), to answer the incoming call of " Lee XX " by Miss Wang.In some implementations
In example, after the call request signal R that the communication device 10 that telephone exchange 20 receives client issues, the incoming call of client can be first connected
The processing or telephone exchange 20 for carrying out subsequent switching customer service terminal C again can also disconnect the incoming call of client and directly transfer
To customer service terminal C.
Whereby, distinguishing in the call request signal R that the telephone exchange 20 of the embodiment of the present invention can be issued according to client
Know information and customer service to represent number, the contact information D2 of customer service terminal C is quickly obtained from list D1, to be directly forwarded to pair
The contact staff answered or its exclusive contact staff, when making customers dial service calls, do not have to through multiple data input with confirm,
And voice forwarding layer by layer, reach the efficiency for effectively promoting customer service and the time for saving client.In different embodiments, it converses
Identification information in request signal R can also be the identifier in table one, and wherein identifier can be supplied to the generation of client by dealer
Code, client can be set in and carry the Traffic handling that identifier is sent to telephone exchange 20 when issuing call request signal R secretly together
Module 22 makes Traffic handling module 22 find out corresponding client according to identifier and represent number contact for obtaining customer service according to customer service
Information.
In one embodiment, phone customer service adapting system 1 is equally applicable to not specific customers.For example, see
Fig. 2 and above take off table one, it is assumed that a new client does not issue call request using communication device 10 in the upper client taken off in table one and believes
When number R (such as dial the customer service of " marketing consultant " and represent number), Traffic handling module 22 can be according to " pin in call request signal R
Sell consultant " customer service represent the contact information for number finding all marketing consultants from list D1 (i.e. table one) and obtain wherein
The contact information (such as telephone number 0922000000 of Mr. Lin) of one marketing consultant, customer service interconnecting module 23 is i.e. switchable
To corresponding customer service terminal C (i.e. the mobile phone of marketing consultant Mr. Lin or other communicators).In one embodiment, customer service is transferred
The customer service of " marketing consultant " of customers dial representative number can be sent to customer service terminal C by module 23, make client personnel can be according to visitor
Clothes represent number service type for quickly learning client's needs.
In some embodiments, the traffic processing module 22 of telephone exchange 20 can be to have with customer service interconnecting module 23
The hardware of operational capability, such as central processing unit (Central Processing Unit, CPU), the micro process of programmable
Device (Microprocessor), digital signal processor (Digital Signal Processor, DSP), programmable control
Device, special application integrated circuit (Application Specific Integrated Circuits, ASIC), programmable are patrolled
Collect equipment (Programmable Logic Device, PLD) or other similar device.In addition, each mould of telephone exchange 20
Block (storage module 21, Traffic handling module 22 and customer service interconnecting module 23) except can individually pattern configuration in addition to, can also tie
The pattern of conjunction configures.
Again as shown in figure 3, being the system block diagrams of phone customer service adapting system second embodiment of the present invention.The present embodiment electricity
It talks about customer service adapting system 2 and further includes 30 (On board of a vehicle device device compared to the phone customer service adapting system 1 of first embodiment
Unit).Vehicle device device 30 is mountable in vehicle and can be by wired or wireless mode connecting communication device 10, vehicle device device
30 can the operation based on car owner and drive communication device 10 issue call request signal R.
Such as in the fig. 3 embodiment, vehicle device device 30 includes input unit 31, control unit 32 and communication unit 33.
Control unit 32 connects input unit 31, generates a call instruction with customer service representative number to respond the actuating of input unit 31
D3.For example, input unit 31 can be the Touch Screen or control panel on vehicle device device 30, and car owner can be by manual manipulation
Touch Screen or control panel and make control unit 32 generate call instruction D3 or input unit 31 can also for a voice input
Equipment makes car owner that can input by voice and control unit 32 is made to generate call instruction D3.Communication unit 33 connects control unit
32 with communication device 10, instruction D3 is conversed to communication device 10 with output, it is logical that call instruction D3 can drive communication device 10 to issue
Talk about request signal R.
In one embodiment, communication unit 33 can be a wire communication unit or a wireless communication unit, wherein channel radio
Believe that unit can be radio remote away from unit (such as 3G/4G/5G module, radio module or radio zone net module) or wireless low coverage list
First (such as WiFi module, bluetooth module, ZigBee module), wirelessly connecting communication device 10.Wire communication
Unit to be directly connected in communication device 10 or can be connected to radio transmitting device (such as wireless Wireless Router or nothing for electric connection line
Line base station), to be connected to internet via radio transmitting device and with 10 communication with one another of communication device.
In one embodiment, the input unit 31 of vehicle device device 30 includes the multiple options 311 for representing different service items,
Each option 311 corresponds to a kind of customer service representative number, and when one of option 311 is toggled, control unit 32 is responded
The actuating of option 311 generates call instruction D3.Such as in the fig. 4 embodiment, input unit 31 is the touching on vehicle device device 30
Screen is controlled, multiple options 311 are the multiple virtual keys being shown on Touch Screen, and multiple options 311 respectively represent " pin herein
Sell consultant ", " service assistant director ", " emergency relief ", " its is recommended that item ", the service items such as " reservation is maintained " and " being serviced to mansion ",
And each service item has respective customer service representative number, when the virtual option 311 of user's pressing " service assistant director ", can make to control
Unit 32 processed generates the call instruction D3 with " service assistant director " customer service representative number and is sent to communication dress via communication unit 33
10 are set, enables communication device 10 is corresponding to issue the call request signal R with " service assistant director " customer service representative number.
In one embodiment, control unit 32 respond input unit 31 actuating generate call instruction D3 can with more with
The related identification information of vehicle (such as vehicle identification number or license number etc.), the call request signal R for issuing communication device 10
It can include identification information related with vehicle.For example, it refers to down and takes off table two, be the list D1's of motor corporation
One embodiment, by table two it can be seen that including " vehicle identification number ", " license number ", " the car owner's title " of car owner in list D1
And customer service data corresponding to multiple customer datas such as " car owner's phone number " and each client, such as " service assistant director's surname
Name ", " service assistant director's phone ", " marketing consultant's name " and " marketing consultant's phone ".
Table two
When car owner wants to buy vehicle accessory, " marketing consultant " on the input unit 31 of pressable vehicle device device 30 is virtual
Option 311 (as shown in Figure 4) and make communication device 10 issue call request signal R to telephone exchange 20 traffic processing module
It may include having related with vehicle identification information (such as vehicle identification number 0002 or license number ABC- in 22, call request signal R
999) with the customer service of corresponding " marketing consultant " represent number.Comparative diagram 3 is asked again and is above taken off shown in table two, Traffic handling module 22
It compares the customer data of vehicle identification number 0002 or license number ABC-999 and table two and learns it is that client " Liao XX " sends a telegram here and right
The customer service of the customer service data (such as the name, phone and the name of marketing consultant, phone of service assistant director) of Ying Yu " Liao XX "
Information.In addition, Traffic handling module 22 can be according further to the customer service of " marketing consultant " in call request signal R representative number
Find out (the i.e. connection of customer service terminal C of telephone number 0922000000 of Miss Lin of corresponding " marketing consultant " project in customer service information
Network information D2).Customer service interconnecting module 23 can according to telephone number 0922000000 by the call forwarding of client " Liao XX " to right
The customer service terminal C (i.e. the mobile phone of marketing consultant Miss Lin or other communicators) answered, with answered by Miss Lin " Liao XX " Lai
Electricity.
As shown in figure 5, being the system block diagrams of phone customer service adapting system 3rd embodiment of the present invention.In the present embodiment
In, telephone exchange 20 can connect a servo host 40 by way of wirelessly or non-wirelessly.Telephone exchange 20 may include one more
New module 24, wherein update module 24 receives every a predetermined time (such as 3 hours, 12 hours or 24 hours) and comes from servo master
The more new data of the one of machine 40 and with the corresponding list D1 updated in storage module 21 of the more new data that receives.Citing comes
It says, servo host 40 can store list D1, and when customer data or customer service data have change, the customer service of client service center is whole
The C transmittable data changed in end generate new list D1 (i.e. more new data), telephone exchange 20 to servo host 40
Can the new list D1 of timing receipt to update the list D1 in storage module 21, avoid subsequent generation switching mistake
Situation.
As shown in figure 5, in one embodiment, servo host 40 can store above-mentioned list D1 and client's resume letter
Breath, wherein client's resume information may include customer purchase information, service requirement information, history rescue information, history repair message
And one at least in history emm message, and servo host 40 can be by the client identity information in list D1
(such as customer data in above-mentioned table one and table two) and client's resume information are exported to customer service terminal C, and customer service terminal C is made to exist
When establishing calling on-line with communication device 10, contact staff can confirmation of synchronization client identity resume information associated therewith.
It is shown in Figure 6 in order to become apparent from the operating procedure for illustrating above-described embodiment, it transfers for phone customer service of the present invention
The step flow chart of method first embodiment.Phone customer service forwarding method includes receiving the call request letter from communication device 10
Number R, wherein call request signal R include identification information and customer service represent number (step S03), according to identification information from list
Customer Service Information (step S04) is obtained in D1, number contact that customer service terminal C is obtained from Customer Service Information is represented according to customer service
Information D2 (step S05), calling on-line (step between communication device 10 and customer service terminal C is established according to contact information D2
S06)。
In step S03, the call request signal R (example from communication device 10 can be received via a telephone exchange 20
As shown in Figure 1).Wherein the identification information of call request signal R can be phone number, device loCal number, vehicle identification number, licence plate
Number, default identifier or any combination thereof.Customer service representative number can refer to the customer service number that communication device 10 is dialed.
In step S04, can by the traffic processing module 22 of telephone exchange 20 according to identification information from list
Customer Service Information is obtained in D1, list D1 can be stored in a storage module 21 of telephone exchange 20 (such as Fig. 1 institute
Show).Wherein list D1 can have customer data (such as customer name, customer number, client's classification, identity card font size, hand
Machine number, e-mail, address, information of vehicles, declaration form number or Bank Account Number etc.) and customer service data (such as customer service name,
Telephone number, extension set, standby call, e-mail or other customer service contact informations etc.).Customer Service Information can be customer data
In one of client and corresponding to the client customer service data (as service assistant director name, phone and marketing consultant
Name, phone).
In step S05, it can be taken according to customer service representative number from client by the traffic processing module 22 of telephone exchange 20
Information of being engaged in obtains the contact information D2 (as shown in Figure 1) of customer service terminal C, and the contact information D2 of customer service terminal C is in customer service data
One of customer service terminal C telephone number, extension etc..
In step S06, communication device 10 and customer service can be established by a customer service interconnecting module 23 of telephone exchange 20
Calling on-line (as shown in Figure 1) between terminal C.
As shown in fig. 7, being the step flow chart of phone customer service forwarding method second embodiment of the present invention, the present embodiment is in step
Be first to carry out step S01 before rapid S03: the actuating of the one of them of multiple options 111 of response communication device 10 issues call and asks
Seek signal R.Such as in the embodiment of fig. 2, communication device 10 can show the multiple virtual options for representing different service items
111, when one of option 111 is toggled, communication device 10 is that the actuating of response option 111 is issued with customer service representative
Number call request signal R.Alternatively, the present embodiment is first to carry out step S01 ' before step S03: responding the more of vehicle device device 30
The actuating of the one of them of a option generates the call instruction D3 with corresponding customer service representative number, then carries out step S02: from
The output call instruction D3 of vehicle device device 30 is to communication device 10, wherein call instruction D3 drives communication device 10 to issue call request
Signal R.
In step S01 ', vehicle device device 30 can show 311 (such as Fig. 4 of multiple virtual options for representing different service items
It is shown), when one of option 311 is toggled, vehicle device device 30 is that the actuating of response option 311 was issued with customer service generation
The call of table number instructs D3.
As shown in figure 8, being the step flow chart of phone customer service forwarding method 3rd embodiment of the present invention.The present embodiment is in step
After rapid S06, more new data is received more at predetermined time intervals, and update list D1 so that the more new data received is corresponding
(step S07).Such as in the 5 embodiment of figure 5, telephone exchange 20 can have update module 24, to be connect by update module 24
More new data is received, wherein more new data may be from a servo host 40.In other embodiments, step S07 can also be in step S06
Before, the present embodiment is not intended to limit.
As shown in figure 9, being the step flow chart of phone customer service forwarding method fourth embodiment of the present invention.The present embodiment is in step
After rapid S06, output client identity information and client's resume information to customer service terminal C (step S08).Such as the implementation in Fig. 5
In example, client identity information and client's resume information can be exported by a servo host 40, wherein client's resume information may include
It is at least one of in customer purchase information, service requirement information, history rescue information, history repair message and history emm message
Person, and servo host 40 can export client identity information and client's resume information to customer service terminal C.In other embodiments
In, step S08 can also be before step S06, and the present embodiment is not intended to limit.
Claims (18)
1. a kind of phone customer service adapting system characterized by comprising
One communication device, to issue a call request signal, which includes an identification information and a customer service generation
Table number；And
One telephone exchange, comprising:
One storage module stores a list；
One Traffic handling module, connects the storage module and the communication device, which receives call request letter
Number, obtain according to the identification information Customer Service Information in the list and represent that number obtain should according to the customer service
One contact information of the customer service terminal in Customer Service Information；And
One customer service interconnecting module connects the Traffic handling module, which establishes the communication according to the contact information
A calling on-line between device and the customer service terminal.
2. a kind of phone customer service adapting system characterized by comprising
One communication device, to issue a call request signal, which includes customer service representative number；And
One telephone exchange, comprising:
One storage module stores a list；
One Traffic handling module, connects the storage module and the communication device, which receives call request letter
Number, the contact information for number obtaining the customer service terminal in the list is represented according to the customer service；And
One customer service interconnecting module connects the Traffic handling module, which establishes the communication according to the contact information
A calling on-line between device and the customer service terminal, and the customer service interconnecting module transmits customer service representative number to customer service end
End.
3. phone customer service adapting system as claimed in claim 1 or 2, which is characterized in that the communication device includes that an input connects
Mouthful, which includes the multiple options for representing different service items, and respectively the option corresponds to a kind of customer service representative number, with
And when the one of them of those options is toggled, the actuating which responds one of those options issues the call
Request signal.
4. phone customer service adapting system as claimed in claim 3, which is characterized in that those service items include that a reservation is protected
It supports, an emergency relief, a service assistant director, a marketing consultant, one to mansion service and one suggests in item both at least within
Combination.
5. phone customer service adapting system as claimed in claim 1 or 2, which is characterized in that further include a vehicle device device, the vehicle device
Device connects the communication device, and the vehicle device device includes:
One input unit；
One control unit connects the input unit, and the actuating for responding the input unit, which generates, has the one of customer service representative number to lead to
Words instruction；And
One communication unit connects the control unit and the communication device, which exports the call and instruct to communication dress
It sets, wherein call instruction system drives the communication device to issue the call request signal.
6. phone customer service adapting system as claimed in claim 5, which is characterized in that the input unit includes representing different services
Multiple options of project, respectively the option corresponds to a kind of customer service representative number, and when the one of them of those options is touched
When hair, which generates call instruction.
7. phone customer service adapting system as claimed in claim 6, which is characterized in that those service items include that a reservation is protected
It supports, an emergency relief, a service assistant director, a marketing consultant, one to mansion service and one suggests in item both at least within
Combination.
8. phone customer service adapting system as claimed in claim 1 or 2, which is characterized in that further include a servo host, the servo
Host connects the telephone exchange, and wherein the telephone exchange further includes: a update module, and the update module is every a pre- timing
Between receive the more new data from the servo host and update the list so that the more new data that receives is corresponding.
9. phone customer service adapting system as claimed in claim 8, which is characterized in that the servo host connects the customer service terminal,
And a client identity information and client's resume information are exported to the customer service terminal.
10. phone customer service adapting system as described in claim 1, which is characterized in that the identification information is a phone number, one
Device loCal number, a vehicle identification number, a license number, in a default identifier any one of at least within or any combination thereof.
11. a kind of telephone exchange, for receiving the call request signal from a communication device characterized by comprising
One storage module stores a list；
One Traffic handling module, connects the storage module, which receives the call request signal, the call request
Signal includes an identification information and customer service representative number, which obtains in the list according to the identification information
A Customer Service Information and the contact for number obtaining the customer service terminal in the Customer Service Information is represented according to the customer service
Information；And
One customer service interconnecting module connects the Traffic handling module, which establishes the communication according to the contact information
A calling on-line between device and the customer service terminal.
12. telephone exchange as claimed in claim 11, which is characterized in that further include a update module, the update module is every
A more new data is received every a predetermined time and updates the list so that the more new data received is corresponding.
13. telephone exchange as claimed in claim 11, which is characterized in that the identification information is a phone number, a device
LoCal number, a vehicle identification number, a license number, a default identifier are any one of at least within or any combination thereof.
14. a kind of phone customer service forwarding method is used for a telephone exchange, which is characterized in that this method comprises:
Receive the call request signal from a communication device, which is characterized in that the call request signal includes an identification letter
Breath and customer service representative number；
A Customer Service Information is obtained from a list according to the identification information；
Number contact information that a customer service terminal is obtained from the Customer Service Information is represented according to the customer service；And
The calling on-line between the communication device and the customer service terminal is established according to the contact information.
15. phone customer service forwarding method as claimed in claim 14, which is characterized in that the identification information be a phone number,
One device loCal number, a vehicle identification number, a license number, a default identifier are any one of at least within or any combination thereof.
16. phone customer service forwarding method as claimed in claim 14, which is characterized in that further include: before the receiving step, from
One vehicle device device output, one call instruction is to the communication device, and wherein call instruction drives the communication device to issue the call and asks
Seek signal.
17. phone customer service forwarding method as claimed in claim 14, which is characterized in that further include:
A more new data is received every a predetermined time；And
The list is updated so that the more new data received is corresponding.
18. phone customer service forwarding method as claimed in claim 14, which is characterized in that further include: output one client identity letter
Breath and client's resume information to the customer service terminal.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711132157.XA CN109788147A (en) | 2017-11-15 | 2017-11-15 | Telephone exchange, phone customer service adapting system and phone customer service forwarding method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711132157.XA CN109788147A (en) | 2017-11-15 | 2017-11-15 | Telephone exchange, phone customer service adapting system and phone customer service forwarding method |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN109788147A true CN109788147A (en) | 2019-05-21 |
Family
ID=66495311
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201711132157.XA Pending CN109788147A (en) | 2017-11-15 | 2017-11-15 | Telephone exchange, phone customer service adapting system and phone customer service forwarding method |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN109788147A (en) |
Citations (11)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1582012A (en) * | 2004-05-14 | 2005-02-16 | 上海宝钢钢材贸易有限公司 | Mobile service system |
| WO2007061791A2 (en) * | 2005-11-18 | 2007-05-31 | Dag Interactive, Inc. | System and method for matching vendors with consumers |
| CN100531106C (en) * | 2004-01-18 | 2009-08-19 | 华为技术有限公司 | Intelligent network accessing method |
| CN102546981A (en) * | 2010-12-31 | 2012-07-04 | 上海博泰悦臻电子设备制造有限公司 | Method and device for identifying users and switching agents |
| CN102904928A (en) * | 2012-09-07 | 2013-01-30 | 百度在线网络技术（北京）有限公司 | Cloud retrieval and autodialing method, system and device of service telephone |
| CN104125353A (en) * | 2014-08-15 | 2014-10-29 | 国家电网公司 | Call processing method and device |
| CN104333664A (en) * | 2014-11-21 | 2015-02-04 | 深圳市中兴移动通信有限公司 | Method of terminal dialing and terminal |
| CN106453219A (en) * | 2016-05-29 | 2017-02-22 | 陈清勇 | Method and system for dialing hotline through service item pre-registration before calling |
| CN106487641A (en) * | 2015-08-26 | 2017-03-08 | 中兴通讯股份有限公司 | A kind of method and apparatus for realizing online customer service |
| CN106657694A (en) * | 2016-10-25 | 2017-05-10 | 安徽讯呼信息科技有限公司 | Call center service management system |
| CN106982305A (en) * | 2017-03-23 | 2017-07-25 | 青岛融贯汇众软件有限公司 | A kind of method of calling based on Call Center Platform |
-
2017
- 2017-11-15 CN CN201711132157.XA patent/CN109788147A/en active Pending
Patent Citations (11)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100531106C (en) * | 2004-01-18 | 2009-08-19 | 华为技术有限公司 | Intelligent network accessing method |
| CN1582012A (en) * | 2004-05-14 | 2005-02-16 | 上海宝钢钢材贸易有限公司 | Mobile service system |
| WO2007061791A2 (en) * | 2005-11-18 | 2007-05-31 | Dag Interactive, Inc. | System and method for matching vendors with consumers |
| CN102546981A (en) * | 2010-12-31 | 2012-07-04 | 上海博泰悦臻电子设备制造有限公司 | Method and device for identifying users and switching agents |
| CN102904928A (en) * | 2012-09-07 | 2013-01-30 | 百度在线网络技术（北京）有限公司 | Cloud retrieval and autodialing method, system and device of service telephone |
| CN104125353A (en) * | 2014-08-15 | 2014-10-29 | 国家电网公司 | Call processing method and device |
| CN104333664A (en) * | 2014-11-21 | 2015-02-04 | 深圳市中兴移动通信有限公司 | Method of terminal dialing and terminal |
| CN106487641A (en) * | 2015-08-26 | 2017-03-08 | 中兴通讯股份有限公司 | A kind of method and apparatus for realizing online customer service |
| CN106453219A (en) * | 2016-05-29 | 2017-02-22 | 陈清勇 | Method and system for dialing hotline through service item pre-registration before calling |
| CN106657694A (en) * | 2016-10-25 | 2017-05-10 | 安徽讯呼信息科技有限公司 | Call center service management system |
| CN106982305A (en) * | 2017-03-23 | 2017-07-25 | 青岛融贯汇众软件有限公司 | A kind of method of calling based on Call Center Platform |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN1965537B (en) | Method and system for establishing an emergency connection in a local network | |
| CN103905929B (en) | A kind of building conversational system based on fast wireless network | |
| CN101242396A (en) | Zero-contact system and operation method for broadband access terminal service | |
| CN104506360A (en) | Network access configuration method and system of intelligent equipment and related equipment | |
| MXPA05012671A (en) | Hybrid call log. | |
| JPH07327261A (en) | Method for storing base station in hand set base station registration | |
| EP2854429B1 (en) | Terminal device, interactive voice response device, missing call reminding system and method | |
| CN103533189A (en) | Method and apparatus for mobile seat call distribution | |
| CN101833805A (en) | Access control system with remote call | |
| CN108848469A (en) | Group's method for building up, system, switching device, electronic equipment, storage medium | |
| CN102291483A (en) | Vehicle-mounted communication device and switching system and switching method thereof with mobile communication device | |
| CN101304571B (en) | Method for communication authentication between split type mobile terminal host and pickaback plane as well as mobile device | |
| CN102594971A (en) | Stored program control exchange, and radiotelephone call system and method based on stored program control exchange | |
| CN101790254B (en) | Mobile phone terminal and system for supporting group communication and method thereof | |
| CN106375612A (en) | Car moving system for protecting privacy and car moving method thereof | |
| JP4499166B2 (en) | Subscriber identification code notification device | |
| JP3332221B2 (en) | Mobile terminal connection management method and method | |
| CN109788147A (en) | Telephone exchange, phone customer service adapting system and phone customer service forwarding method | |
| CN202488541U (en) | SPC (Stored Program Control) exchange and radio telephone calling system on basis of same | |
| CN101765062B (en) | Mobile terminal and receiving and sending control method thereof | |
| JP5361404B2 (en) | Mobile radio communication method and mobile radio communication apparatus used therefor | |
| KR100941551B1 (en) | Method for direct exchanging information among voip wireless phone by using wireless lan | |
| JP2000308132A (en) | Private exchange system | |
| CN108235154A (en) | Wireless calling system configuration method | |
| JP6187111B2 (en) | Telephone system |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| WD01 | Invention patent application deemed withdrawn after publication | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20190521 |