CN110049199B - Call scheduling method and system - Google Patents
Call scheduling method and system Download PDFInfo
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- CN110049199B CN110049199B CN201910326795.8A CN201910326795A CN110049199B CN 110049199 B CN110049199 B CN 110049199B CN 201910326795 A CN201910326795 A CN 201910326795A CN 110049199 B CN110049199 B CN 110049199B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
Abstract
S1, configuring DTMF code associated to target call center in call scheduling unit, configuring service access number in target call center; s2, the call dispatching unit obtains the call request information of the client, and routes the current call to the initial call center according to the enterprise configuration static strategy; s3, the call dispatching unit monitors the media sent by the initial call center and prepares to receive DTMF signals; s4, the customer service of the initial call center decides to transfer the current call to the target call center according to the service ability of the current call; s5, the initial call center sends DTMF signal to the call dispatch unit, the call dispatch unit receives the DTMF signal, and obtains the service access number according to the configuration strategy and DTMF signal, and transfers the call to the target call center according to the service access number. The invention can efficiently and pertinently solve the requirements of customers and improve the service level of the enterprise call center.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a call scheduling method and system.
Background
In order to improve the pre-sale and post-sale experiences of customers, enterprises generally provide customer service hotlines, and in order to consider the convenience of local services, a plurality of call centers are deployed around the country to process calls of customers in corresponding regions, but in actual deployment, the call centers of the enterprises do not necessarily have all business capabilities, and the business capabilities of the call centers are not necessarily completely equal, for example: the call center M does not necessarily have the service capabilities of the call center N, so that when the call center M processes a call, if the service requirements of the customer exceed the service capabilities of the call center M, it is necessary to control the call transfer to the call center N having these service capabilities. Currently, only telecom E1 trunk telephones are typically connected between call centers and call dispatch units in a large number of enterprises. Only telephone signaling and telephone voice media can be transmitted on the relay link; these call centers are typically enclosed within the enterprise network and are not accessible to the call dispatch unit through an IP tunnel. Therefore, how the call center negotiates with the call dispatching unit through the relay interface, and the call center transfers the call to a new call center with service capability is a practical problem.
Disclosure of Invention
The invention aims to overcome the defects in the prior art and provides a call scheduling method and a call scheduling system so as to solve the problems in the background technology.
In order to solve the technical problems, the invention solves the problems by the following technical scheme:
a call scheduling method comprises the following steps:
s1, configuring DTMF code associated to target call center in call dispatch unit, configuring service access number in said target call center;
s2, the call dispatching unit obtains the call request information of the client, and routes the current call to the initial call center according to the enterprise configuration static strategy;
s3, the call dispatching unit monitors the media sent by the initial call center and prepares to receive DTMF signals;
s4, the customer service of the initial call center decides to transfer the current call to the target call center according to the service ability of the current call;
s5, the initial call center sends DTMF signal to the call dispatch unit, the call dispatch unit receives the DTMF signal, and obtains the service access number according to the configuration strategy and DTMF signal, and transfers the call to the target call center according to the service access number.
Step S5 further includes the steps of:
s51, the initial call center sends DTMF code to the call dispatch unit;
s52, the call dispatching unit receives the DTMF code, matches the received DTMF code number sequence one by one in a plurality of call centers after the reception is finished, extracts the feature number from the received code number sequence according to the configuration strategy after the matching is finished, and attaches the feature number to the initial call center number;
s53, the call dispatch unit releases the connection with the initial call center and transfers the current call to the destination call center through the initial call center number to which the feature number is attached.
The invention also provides a call dispatching system, comprising: the call control system comprises a plurality of call centers, a call dispatching unit and a call terminal, wherein the call centers are used for establishing call connection with the call terminals through the call dispatching unit; the call dispatching unit is used for transferring the current call to the target call center according to the DTMF signal sent by the initial call center in the call.
Furthermore, a DTMF code associated to a target call center is configured in the call scheduling unit, and the target call center is configured with a service access number, where the service access number is a segment of a code number extracted from the DTMF code sequence.
Furthermore, the plurality of call centers are distinguished according to service capacity, and the service capacity of the target call center is larger than that of the initial call center.
Compared with the prior art, the invention has the following advantages and beneficial effects:
1. in the call dispatching method, in the process of passing through a client and a call center, if the service capability of the current call center can not meet the requirement of the client, the initial call center sends DTMF codes to a call dispatching unit, the call dispatching unit matches with one call center after another according to the received DTMF codes, extracts a section of digits from the DTMF codes and attaches the digits to the back of the number of the initial call center, and then calls a target call center through the attached number.
2. The call dispatching system adopts a dynamic route matching strategy, a plurality of call centers can negotiate with the call dispatching unit through the relay interface, one call center can transfer the call to a new call center with the capacity required by a client on line, and the client can flexibly arrange the call centers with different service capacities to process the problem of the client, so that the client can better serve the client in the familiar service field, and the service efficiency of the call center of an enterprise is improved.
Drawings
The present invention will be described in further detail with reference to the accompanying drawings and specific embodiments.
Fig. 1 is a schematic flow chart of a call dispatching method of the present invention.
Fig. 2 is a flow chart of a call dispatch unit of the present invention.
Fig. 3 is a schematic block diagram of a call dispatch system according to the present invention.
Detailed Description
The present invention will be described in further detail with reference to examples and drawings, but the present invention is not limited thereto.
The specific implementation process of the invention is as follows:
a call scheduling method comprises the following steps:
s1, configuring DTMF code associated to target call center in call dispatch unit, configuring service access number in said target call center;
s2, the call dispatching unit obtains the call request information of the client, and routes the current call to the initial call center according to the enterprise configuration static strategy;
s3, the call dispatching unit monitors the media sent by the initial call center and prepares to receive DTMF signals;
s4, the customer service of the initial call center decides to transfer the current call to the target call center according to the service ability of the current call;
s5, the initial call center sends DTMF signal to the call dispatch unit, the call dispatch unit receives the DTMF signal, and obtains the service access number according to the configuration strategy and DTMF signal, and transfers the call to the target call center according to the service access number.
Wherein, step S5 further includes the following steps:
s51, the initial call center sends DTMF code to the call dispatch unit;
s52, the call dispatching unit receives the DTMF code, matches the received DTMF code number sequence one by one in a plurality of call centers after the reception is finished, extracts the feature number from the received code number sequence according to the configuration strategy after the matching is finished, and attaches the feature number to the initial call center number;
s53, the call dispatch unit releases the connection with the initial call center and transfers the current call to the destination call center through the initial call center number to which the feature number is attached.
Specifically, referring to fig. 1, in the process of call scheduling, a DTMF code for forwarding a call is configured at a call scheduling unit and is associated to a target call center, a configuration service access number, such as "95 xxx 98", is newly added at the target call center, so as to simulate a call center of a new service, and the call scheduling process is as follows:
(1) when the customer calls, dialing a customer service number, such as 95 xxx;
(2) the telecommunications carrier network routes the call "95 xxx" to the "call dispatch unit";
(3) the call dispatching unit receives the call and inquires the enterprise configuration static strategy, and the call dispatching unit routes the call to the call center 1 according to the enterprise configuration static strategy, wherein in the implementation, the call center 1 is an initial call center; the customer service of the initial call center communicates with the customer, in the communication process, the call dispatching unit simultaneously monitors media sent by one side of the initial call center and prepares to receive DTMF code numbers, and in the communication process of the customer service of the initial call center and the customer, if the subsequent service requirement of the customer exceeds the service capability of the current call center, the customer service of the initial call center can not meet the service requirement of the customer, therefore, the customer service of the initial call center can decide to transfer the call to a target call center with higher service capability and control the initial call center to transfer the call;
(4) in the process of transferring the call, the initial call center firstly sends a DTMF code of the 'X' to the call dispatching unit, and the call dispatching unit starts to prepare for receiving the subsequent DTMF code after receiving the DTMF code of the 'X';
(5) the initial call center again sends a subsequent digital DTMF number, such as "798000", to the call dispatch unit;
(6) the call dispatching unit receives the DTMF code number sequence, matches the received DTMF code number sequence one by one in a plurality of call centers after the reception is finished, extracts the feature number from the received code number sequence according to the configuration strategy after the matching is finished, attaches the feature number to the back of the number of the initial call center, and calls the target call center through the number. As shown in fig. 2, the call dispatch unit performs the following operations:
(31) firstly, configuring a transfer call DTMF code to a target call center in a call dispatching unit;
(32, when the customer talks to the call center 1, the call scheduling unit receives the DTMF number to the call center 1;
(33) the call dispatching unit receives the code number with the symbol as a star and starts to receive other code numbers;
(34) the call dispatching unit receives the sequence of the digital DTMF code number, or receives the end symbol "#", or stops receiving the number when the maximum receiving time length is reached, in this embodiment, the maximum receiving time length may be 4 seconds. The call dispatch unit receives the DTMF code sequence number (except for the end "#"),
(35) the call dispatch unit retrieves the DTMF list and matches it, after matching, it gets the call center list of the new service capability, according to the configuration strategy, extracts two or more digits from the configured position in the received code number sequence, and attaches them to the back of the initial call center number, the called number adds one end of the code number extracted from the DTMF code sequence, the new target call center matches the access number, for example, extracts two digits 98 from the DTMF code number 798000, attaches the digits 98 to the back of the initial call center number "95 xxx", gets the new service access number "95 xxx 98". Then, the call dispatching unit releases the call with the initial call center 1, the call dispatching center transfers the call to the corresponding target call center 2 through the call service access number '95 xxx 98', the target call center 2 matches the service access number, and the new customer service starts answering.
In the above embodiment, in the process of passing through the client and the call center, if the service capability of the current call center cannot meet the requirement of the client, the call center 1 negotiates with the call scheduling unit through the DTMF signaling, and can transfer the call to the call center 2 with the relevant service capability online, so that the requirement of the client can be efficiently and specifically solved, and the service level of the enterprise call center is improved.
As shown in fig. 3, the present invention also provides a call dispatching system, including: a plurality of call centers for establishing call connections with the customer call terminals 1 through the call scheduling unit 3; the call dispatching unit 3 is used for transferring the current call to the target call center according to the DTMF signal sent by the initial call center in the call.
The call dispatching unit 3 is internally configured with a DTMF code associated with a target call center, the target call center is configured with a service access number, and the service access number is a section of a code number extracted from the DTMF code sequence. The plurality of call centers are distinguished according to service capacity, and the service capacity of the target call center is larger than that of the initial call center. According to the call dispatching system, when the service capability of the initial call center cannot meet the service requirement of a customer, the initial call center can send the DTMF signaling to the call dispatching unit, and the call dispatching unit can reroute the call to the target call center with higher service capability through the DTMF signaling, so that different service requirements of the customer are conveniently and effectively met.
The above embodiments are preferred embodiments of the present invention, but the present invention is not limited to the above embodiments, and any other changes, modifications, substitutions, combinations, and simplifications which do not depart from the spirit and principle of the present invention should be construed as equivalents thereof, and all such changes, modifications, substitutions, combinations, and simplifications are intended to be included in the scope of the present invention.
Claims (3)
1. A call scheduling method, comprising the steps of:
s1, configuring DTMF code associated to target call center in call dispatch unit, configuring service access number in said target call center;
s2, the call dispatching unit obtains the call request information of the client, and routes the current call to the initial call center according to the enterprise configuration static strategy;
s3, the call dispatching unit monitors the media sent by the initial call center and prepares to receive DTMF signals;
s4, the customer service of the initial call center decides to transfer the current call to the target call center according to the service ability of the current call;
s5, the initial call center sends DTMF signal to the call dispatch unit, the call dispatch unit receives the DTMF signal, and obtains the service access number according to the configuration strategy and DTMF signal, and transfers the call to the target call center according to the service access number;
step S5 further includes the steps of:
s51, the initial call center sends DTMF code to the call dispatch unit;
s52, the call dispatching unit receives the DTMF code, matches the received DTMF code number sequence one by one in a plurality of call centers after the reception is finished, extracts the feature number from the received code number sequence according to the configuration strategy after the matching is finished, and attaches the feature number to the initial call center number; the feature number is a section of digits extracted from a received DTMF code of an initial call center;
s53, the call dispatching unit releases the connection with the initial call center and transfers the current call to the target call center through the initial call center number with the additional feature number; and a section of digits extracted from the DTMF code of the initial call center received by the call dispatching unit are used as a feature number, and the feature number is added to the initial call center number to generate the service access number.
2. A call dispatch system, comprising:
a plurality of call centers for establishing call connection with the call terminals through the call scheduling unit; the call dispatching unit is used for transferring the current call to a target call center according to the DTMF signal sent by the initial call center in the call;
configuring a DTMF code related to a target call center in the call dispatching unit, configuring a service access number in the target call center, taking a section of digits extracted from the DTMF code of the initial call center received by the call dispatching unit as a feature number, and attaching the feature number to the initial call center number to generate the service access number;
the call dispatching unit acquires the call request information of a client and routes the current call to an initial call center according to an enterprise configuration static strategy;
the call dispatching unit monitors media sent by the initial call center and prepares to receive DTMF signals; the customer service of the initial call center decides to transfer the current call to the target call center according to the service capacity of the current call;
the initial call center sends DTMF signals to a call dispatching unit, the call dispatching unit receives the DTMF signals, obtains the service access number according to the configuration strategy and the DTMF signals, and transfers the call to a target call center according to the service access number.
3. The call dispatch system of claim 2, wherein the plurality of call centers are differentiated according to service capabilities, and wherein the service capabilities of the target call center are greater than the service capabilities of the initial call center.
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| CN101742004B (en) * | 2009-12-23 | 2013-01-16 | 中兴通讯股份有限公司 | Call transfer method and device in multi-call central system |
| CN102572136B (en) * | 2010-12-22 | 2015-10-21 | 中兴通讯股份有限公司 | Call center and method for providing call services thereof |
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| CN108200004A (en) * | 2017-05-05 | 2018-06-22 | 深圳市大众通信技术有限公司 | The System and method for of traffic is dispatched between multiple call centers based on IMS cloud platforms |
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| CN101252766A (en) * | 2008-03-14 | 2008-08-27 | 姜群星 | PHS mobile phone producing test system |
| CN107197111A (en) * | 2017-07-21 | 2017-09-22 | 迈普通信技术股份有限公司 | Call forwarding method, system and IPPBX |
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Effective date of registration: 20240122 Address after: A8C-3, Building A, Tongfang Information Port, No. 11 Langshan Road, Songpingshan Community, Xili Street, Nanshan District, Shenzhen City, Guangdong Province, 518000 Patentee after: Shenzhen Gauss Communication Co.,Ltd. Country or region after: China Address before: 518057 3rd floor, building 10, Changyuan new material port, No.2, Gaoxin Zhongyi Road, Nanshan District, Shenzhen City, Guangdong Province Patentee before: SHENZHEN DAZHONG COMMUNICATION TECHNOLOGY Co.,Ltd. Country or region before: China |