CN110278333B - Communication system and method for call center - Google Patents
Communication system and method for call center Download PDFInfo
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- CN110278333B CN110278333B CN201810205072.8A CN201810205072A CN110278333B CN 110278333 B CN110278333 B CN 110278333B CN 201810205072 A CN201810205072 A CN 201810205072A CN 110278333 B CN110278333 B CN 110278333B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/10—Architectures or entities
- H04L65/1053—IP private branch exchange [PBX] functionality entities or arrangements
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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
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
Abstract
The invention discloses a communication system and a method of a call center. The communication system includes: a message routing system, at least one IP PBX and at least one ACD; the at least one IP PBX and the at least one ACD are both in communication connection with the message routing system; the ACD is used for sending the acquired task request information to the message routing system; and the message routing system is used for controlling the connection relationship between the IP PBX and the ACD according to the task request information. The ACD can intercept the telephone events of a plurality of IP PBx without establishing complex network connection, thereby improving the data processing efficiency of service units such as the ACD, the IP PBX and the like.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a communication system and method for a call center.
Background
The call Center (CTI) fully utilizes modern communication technology and computer technology, such as IVR (interactive voice call center process response system), ACD (automatic call distribution system) and IP PBX (telephone exchange) and the like, can automatically and flexibly process a large number of different telephone incoming and outgoing services and services, and is suitable for various operation places.
In the prior art, an ACD uniquely binds extension resources of an IP PBX, that is, a one-to-one TCP connection is usually between the IP PBX and the ACD, the ACD can only intercept a telephone event of the IP PBX, and if the ACD wants to intercept telephone events of a plurality of IP PBX, a complex network connection needs to be established, so that the ACD is connected with the plurality of IP PBX. The complex mesh structure can greatly reduce the processing capacity of service units such as the ACD, the IP PBX and the like to the core service, and due to the lack of a necessary coordination mechanism among the ACDs, the competition of different ACDs for the resource control right of a specific extension on a specific IP PBX can be caused.
Disclosure of Invention
The invention aims to solve the technical problem that in the prior art, when an ACD wants to intercept telephone events of a plurality of IP PBx, a complex network connection needs to be established, so that the processing capacity of service units such as the ACD and an IP PBX is reduced, and provides a communication system and a method of a call center, which have simple network connection and are coordinated and controlled among the ACDs.
The invention solves the technical problems through the following technical scheme:
a communication system of a call center, the communication system comprising: a message routing system, at least one IP PBX and at least one ACD;
the at least one IP PBX and the at least one ACD are both in communication connection with the message routing system;
the ACD is used for sending the acquired task request information to the message routing system;
and the message routing system is used for controlling the connection relationship between the IP PBX and the ACD according to the task request information.
Preferably, each agent extension is connected to at least one IP PBX;
the task request includes: an extension binding request; the extension binding request comprises an extension number of the target seat extension;
the message routing system comprises a storage module, a first judgment module and a binding module;
the storage module is used for storing the binding relationship between the seat extension and the ACD;
when a target ACD sends the extension binding request to the message routing system, the first judgment module is used for judging whether the target seat extension is bound with an ACD or not according to the binding relationship;
when the first judgment module judges that the current time is not less than the preset time, calling the binding module;
the binding module is used for establishing communication connection between the target IP PBX and the target ACD, binding the target seat extension and the target ACD, and updating the binding relationship.
Preferably, the message routing system further comprises: a second judgment module;
the extension binding request also comprises address information of a target ACD;
when the first judgment module judges that the target ACD is the same as the current ACD, the second judgment module further judges whether the address information of the target ACD is the same as the address information of the current ACD;
when the second judgment module judges that the current binding relationship is positive, updating the binding relationship;
the continuous ACD is the ACD currently bound with the target seat extension.
Preferably, the message routing system further comprises: a third judgment module;
when the second judging module judges that the second judging module is not the first judging module, the third judging module is called;
the third judging module is used for calling the binding module when judging that the binding priority of the target ACD is higher than that of the connected ACD;
the binding module is also used for unbinding the target seat extension and the connected ACD and binding the target seat extension and the target ACD;
or when the second judgment module judges that the current time is not less than the preset time, returning a binding failure prompt.
Preferably, the task request further includes: requesting for unbinding the extension;
when the target ACD sends the extension unbinding request to the message routing system, the binding module is further used for unbinding the target seat extension from the target ACD and updating the binding relationship.
Preferably, the IP PBX is further configured to send the received feedback event of the seat extension to the ACD through the message routing system;
and/or the ACD is also used for sending the received control instruction to the IP PBX through the message routing system.
The invention also provides a communication method of the call center, which is realized by utilizing the communication system;
the communication method comprises the following steps:
the ACD sends the acquired task request information to the message routing system;
and the message routing system controls the connection relation between the IP PBX and the ACD according to the task request information.
Preferably, each agent extension is connected to at least one IP PBX;
the task request includes: an extension binding request; the extension binding request comprises an extension number of the target seat extension;
the message routing system comprises a storage module, a first judgment module and a binding module;
before the step of controlling the connection relationship between the IP PBX and the ACD by the message routing system, the method further includes:
storing the binding relationship between the seat extension and the ACD in the storage module;
the step of controlling the connection relationship between the IP PBX and the ACD by the message routing system specifically includes:
the first judgment module judges whether the target seat extension is bound with an ACD or not according to the binding relation;
if the first judgment module judges that the target IP PBX is not the target ACD, the binding module establishes communication connection between the target IP PBX and the target ACD, binds the target seat extension and the target ACD, and meanwhile updates the binding relationship.
Preferably, the message routing system further comprises: a second judgment module;
the extension binding request also comprises address information of a target ACD;
if the first judging module judges that the communication is yes, the communication method further comprises the following steps:
the second judging module judges whether the address information of the target ACD is the same as the address information of the connected ACD;
if the second judgment module judges that the current time is positive, updating the binding relationship;
the continuous ACD is the ACD currently bound with the target seat extension.
Preferably, the message routing system further comprises: a third judgment module;
if the second judgment module judges that the target ACD is not the current ACD, the third judgment module further judges whether the binding priority of the target ACD is higher than that of the current ACD;
if the third judgment module judges that the target seat extension is connected with the ACD, the binding module releases the binding between the target seat extension and the ACD and binds the target seat extension and the ACD;
or if the second judgment module judges that the current time is not less than the preset time, returning a binding failure prompt.
Preferably, the task request further includes: requesting for unbinding the extension;
after the target seat extension is bound with the target ACD, the communication method further includes:
the target ACD sends the acquired extension unbinding request to the message routing system;
and the binding module is used for unbinding the target seat extension and the target ACD and updating the binding relationship.
Preferably, the communication method further includes:
the IP PBX sends the received feedback event of the seat extension to the ACD through the message routing system;
and/or the ACD sends the received control instruction to the IP PBX through the message routing system.
The positive progress effects of the invention are as follows: the ACD can intercept the telephone events of a plurality of IP PBx without establishing complex network connection, thereby improving the data processing efficiency of service units such as the ACD, the IP PBX and the like.
Drawings
Fig. 1 is a schematic structural diagram of a communication system of a call center according to embodiment 1 of the present invention.
Fig. 2 is a block diagram of the message routing system of fig. 1.
Fig. 3 is a schematic block diagram of a message routing system in a communication system of a call center according to embodiment 2 of the present invention.
Fig. 4 is a first flowchart of a communication method of a call center according to embodiment 3 of the present invention.
Fig. 5 is a second flowchart of a communication method of a call center according to embodiment 3 of the present invention.
Fig. 6 is a partial flowchart of a communication method of a call center according to embodiment 4 of the present invention.
Detailed Description
The invention is further illustrated by the following examples, which are not intended to limit the scope of the invention.
Example 1
As shown in fig. 1, the communication system of the call center of the present embodiment includes: a message routing system 1, connectors 2, IP PBXs 3, seat extensions 4, ACDs 5 and client PCs 6 (computers). Both IP PBX3 and ACD5 are communicatively connected to message routing system 1. Each seat extension 4 is connected to at least one IP PBX3, and each client PC6 is connected to one ACD5 through a connector 2.
When a customer service staff needs to control a seat extension (hereinafter referred to as a target seat extension), login information (including a work number and an extension number of the target seat extension) of the customer service staff is input into work integration software (Agent Desktop) installed in a client PC (personal computer) to log in a system, and task request information is generated by the work integration software and sent to an ACD (automatic call distribution control) connected with the work integration software. And the ACD sends the acquired task request information to a message routing system. And the message routing system controls the connection relationship between the IP PBX and the ACD according to the task request information.
Wherein, the task request includes: an extension binding request, an extension unbinding request, a call dialing request, a call answering request, a call hanging-up request, etc.
When an ACD (hereinafter referred to as a target ACD) receives an extension binding request, the extension binding request is sent to the message routing system. The extension binding request comprises the extension number of the target seat extension and the address information of the target ACD. The message routing system controls a target IP PBX connected with the target seat extension to establish communication connection with a target ACD, and realizes the binding of the target seat extension and the target ACD, namely the binding of the target seat extension and a client PC, so that customer service personnel can realize the control of the target seat extension through the client PC.
In this embodiment, the control of the customer service staff on the target seat extension set may be, for example, telephone ringing, telephone answering, telephone hang-up, and the like. And if the customer service personnel want to execute the control on the target seat extension set, generating a corresponding control instruction through the work integration software, and sending the control instruction to the target ACD. And the target ACD sends the received control instruction to the target IP PBX through the message routing system so as to realize corresponding control on the target seat extension. Of course, when the seat extension is bound with the ACD, the IP PBX may also send the received feedback event (e.g., successful binding information) of the seat extension to the corresponding ACD through the message routing system.
When the target ACD receives the extension unbinding request, the extension unbinding request is sent to the message routing system. The extension unbinding request also comprises the extension number of the target seat extension and the address information of the target ACD. When the message routing system receives the extension unbinding request, the communication connection between the target IP PBX and the target ACD is disconnected, and the binding between the target seat extension and the target ACD is released, namely the binding between the target seat extension and the client PC is released, and at the moment, customer service personnel cannot control the target seat extension through the client PC.
In this embodiment, as shown in fig. 2, the message routing system 1 specifically includes a storage module 11, a first determining module 12, a binding module 13, and a second determining module 14. The storage module stores the binding relationship between the seat extension and the ACD, and the binding relationship can be stored in a control list which stores data in a key-value pair mode.
The following is a detailed description of the working principle of the message routing system:
when the target ACD sends an extension binding request to the message routing system, the first judgment module judges whether the target seat extension is bound with one ACD according to the binding relation in the control list, namely whether the target seat extension is controlled.
And when the first judgment module judges that the target seat extension is not bound with any ACD, the first judgment module calls the binding module to establish communication connection between the target IP PBX and the target ACD and bind the target seat extension and the target ACD. Meanwhile, the binding module also updates the control list to update the binding relationship, namely, the address information of the target ACD and/or the job number of the customer service staff are written into the position, corresponding to the target seat extension, in the control list.
In this embodiment, the binding of the target seat extension and the target ACD may be specifically realized through the event subscription list, that is, the address information of the target ACD and the extension number of the target seat extension are both written into the event subscription list, so as to realize the binding of the target ACD and the target ACD.
When the first judgment module judges that the target seat extension is controlled by one ACD, the second judgment module further judges whether the address information of the target ACD is the same as the address information of the connected ACD. And connecting the ACD, namely the ACD currently bound with the target seat extension. And judging whether the address information is the same, namely judging whether the current binding with the target seat extension is the target ACD.
If the second judgment module judges that the ACD is bound with the target seat extension, the binding module updates the control list to update the binding relation. If the second judgment module judges that the target seat extension is not bound with other ACDs, the second judgment module returns a binding failure prompt.
When the customer service personnel do not need to control a seat extension, an extension unbinding request can be sent to a target ACD connected with the client PC through the client PC. When the target ACD sends the extension unbinding request to the message routing system, the binding module unbinds the target seat extension and the target ACD, and meanwhile, updates the control list to update the binding relationship, namely, deletes the address information of the target ACD and/or the work number of the customer service staff from the control list. And simultaneously, the binding module deletes the address information of the corresponding ACD and the extension number of the target seat in the event subscription list.
In this embodiment, the ACD may intercept the telephone events of multiple IP PBXs through the message routing system, and is not limited to the extension resources that a single IP PBX can provide, and does not need to establish a complex network connection, that is, the ACD may control all the IP PBXs only by connecting to the message routing system, which allows the ACD to concentrate on processing the main services, thereby improving the processing capability and simplifying the programming logic. In addition, in this embodiment, because the binding relationship between the seat extension and the ACD is set, and the binding relationship is updated in real time, the situation that different ACDs compete for the resource control right of a specific extension on a specific IP PBX can be avoided through checking the binding validity, and a coordination control mechanism between the ACDs is realized.
Example 2
In this embodiment, the binding priority of the ACD is represented by the job number of the customer service staff, that is, if the level of the customer service staff a is higher than the level of the customer service staff B, the customer service staff a can control the currently bound seat extension of the customer service staff B, for example, forcibly unbind the currently bound seat extension of the customer service staff B.
Example 3
A communication method of the communication system of the call center provided based on the above-described embodiment is given below. As shown in fig. 4, the communication method of the present embodiment includes the steps of:
The task request information comprises an extension binding request, an extension unbinding request and the like.
And step 102, the message routing system controls the connection relation between the IP PBX and the ACD according to the task request information.
The ACD is in communication connection with a pedestal extension through the IP PBX, and the binding of the ACD and the pedestal extension is realized.
In this embodiment, when the task request information is an extension binding request, as shown in fig. 5, in step 101, the ACD sends the acquired extension binding request to the message routing system.
The extension binding request comprises the extension number of the target seat extension and the address information of the target ACD.
In this embodiment, before step 102, the method further includes:
102-1, the first judging module judges whether the target seat extension is bound with an ACD according to the binding relation.
If the first determination module determines no, step 102-2 is executed. If the first determination module determines yes, go to step 102-3.
And step 102-2, the binding module establishes communication connection between the target IP PBX and the target ACD, binds the target seat extension and the target ACD, and updates the binding relationship.
Therefore, the binding of the IP PBX and the ACD is realized, namely the binding of the seat extension and the client PC is realized, and the customer service personnel can realize the control of the seat extension through the client PC.
In this embodiment, the control of the customer service staff on the target seat extension set may be, for example, telephone ringing, telephone answering, telephone hang-up, and the like. After the target ACD is bound with the target seat extension, the communication method further includes:
the IP PBX sends the received feedback event (such as successful binding information) of the seat extension to the ACD through the message routing system; and/or the ACD sends the received control instruction to the IP PBX through the message routing system.
And 102-3, judging whether the address information of the target ACD is the same as the address information of the connected ACD by the second judging module.
And connecting the ACD, namely the ACD currently bound with the target seat extension.
If the second determination module determines that the second determination module is not, step 102-4 is executed. If the second determination module determines yes, step 102-5 is executed.
And step 102-4, returning a binding failure prompt.
And step 102-5, updating the binding relationship. The binding of the IP PBX and the ACD is realized.
In this embodiment, after the ACD is bound with the seat extension, the customer service staff can release the binding at any time. The communication method further comprises:
and step 102-6, the ACD sends the acquired branch unbinding request to the message routing system.
And step 102-7, the binding module releases the binding between the IP PBX and the target ACD and updates the binding relationship.
In this embodiment, the task request information acquired by the ACD is generated by the customer service staff through the client PC and sent to the ACD.
In this embodiment, the ACD may intercept the telephone events of multiple IP PBXs through the message routing system, and is not limited to the extension resources that a single IP PBX can provide, and does not need to establish a complex network connection, that is, the ACD may control all the IP PBXs only by connecting to the message routing system, which allows the ACD to concentrate on processing the main services, thereby improving the processing capability and simplifying the programming logic. In addition, in this embodiment, because the binding relationship between the seat extension and the ACD is set, and the binding relationship is updated in real time, the situation that different ACDs compete for the resource control right of a specific extension on a specific IP PBX can be avoided through checking the binding validity, and a coordination control mechanism between the ACDs is realized.
Example 4
Step 102-4', the third judging module judges whether the binding priority of the target ACD is higher than that of the connected ACD.
If the third determination module determines yes, go to step 102-5'. If the third judgment module judges that the current time is not less than the preset time, returning a binding failure prompt.
And step 102-5', the binding module releases the binding of the target seat extension and the connected ACD, binds the target seat extension and the target ACD, and updates the binding relationship.
In this embodiment, the binding priority of the ACD is represented by the job number of the customer service staff, that is, if the level of the customer service staff a is higher than the level of the customer service staff B, the customer service staff a can control the currently bound seat extension of the customer service staff B, for example, forcibly unbind the currently bound seat extension of the customer service staff B.
While specific embodiments of the invention have been described above, it will be appreciated by those skilled in the art that this is by way of example only, and that the scope of the invention is defined by the appended claims. Various changes and modifications to these embodiments may be made by those skilled in the art without departing from the spirit and scope of the invention, and these changes and modifications are within the scope of the invention.
Claims (12)
1. A communication system for a call center, the communication system comprising: a message routing system, at least one IP PBX and at least one ACD;
the at least one IP PBX and the at least one ACD are both in communication connection with the message routing system;
the ACD is used for sending the acquired task request information to the message routing system; the task request information is sent by a client;
and the message routing system is used for controlling the connection relationship between the IP PBX and the ACD according to the task request information.
2. The call center communication system of claim 1, wherein each agent extension is connected to at least one IP PBX;
the task request includes: an extension binding request; the extension binding request comprises an extension number of the target seat extension;
the message routing system comprises a storage module, a first judgment module and a binding module;
the storage module is used for storing the binding relationship between the seat extension and the ACD;
when a target ACD sends the extension binding request to the message routing system, the first judgment module is used for judging whether the target seat extension is bound with an ACD or not according to the binding relationship;
when the first judgment module judges that the current time is not less than the preset time, calling the binding module;
the binding module is used for establishing communication connection between the target IP PBX and the target ACD, binding the target seat extension and the target ACD, and updating the binding relationship.
3. The call center communication system of claim 2, wherein the message routing system further comprises: a second judgment module;
the extension binding request also comprises address information of a target ACD;
when the first judgment module judges that the target ACD is the same as the current ACD, the second judgment module further judges whether the address information of the target ACD is the same as the address information of the current ACD;
when the second judgment module judges that the current binding relationship is positive, updating the binding relationship;
the continuous ACD is the ACD currently bound with the target seat extension.
4. The call center communication system of claim 3, wherein the message routing system further comprises: a third judgment module;
when the second judging module judges that the second judging module is not the first judging module, the third judging module is called;
the third judging module is used for calling the binding module when judging that the binding priority of the target ACD is higher than that of the connected ACD;
the binding module is also used for unbinding the target seat extension and the connected ACD and binding the target seat extension and the target ACD;
or when the second judgment module judges that the current time is not less than the preset time, returning a binding failure prompt.
5. The call center communication system of claim 2, wherein the task request further comprises: requesting for unbinding the extension;
when the target ACD sends the extension unbinding request to the message routing system, the binding module is further used for unbinding the target seat extension from the target ACD and updating the binding relationship.
6. The call center communication system of claim 2, wherein the IP PBX is further configured to send the received feedback event of the seat extension to the ACD via the message routing system;
and/or the ACD is also used for sending the received control instruction to the IP PBX through the message routing system.
7. A communication method of a call center, characterized in that the communication method is implemented by the communication system of claim 1;
the communication method comprises the following steps:
the ACD sends the acquired task request information to the message routing system; the task request information is sent by a client;
and the message routing system controls the connection relation between the IP PBX and the ACD according to the task request information.
8. The method of communicating at a call center of claim 7, wherein each agent extension is connected to at least one IP PBX;
the task request includes: an extension binding request; the extension binding request comprises an extension number of the target seat extension;
the message routing system comprises a storage module, a first judgment module and a binding module;
before the step of controlling the connection relationship between the IP PBX and the ACD by the message routing system, the method further includes:
storing the binding relationship between the seat extension and the ACD in the storage module;
the step of controlling the connection relationship between the IP PBX and the ACD by the message routing system specifically includes:
the first judgment module judges whether the target seat extension is bound with an ACD or not according to the binding relation;
if the first judgment module judges that the target IP PBX is not the target ACD, the binding module establishes communication connection between the target IP PBX and the target ACD, binds the target seat extension and the target ACD, and meanwhile updates the binding relationship.
9. The method of communication in a call center of claim 8, wherein the message routing system further comprises: a second judgment module;
the extension binding request also comprises address information of a target ACD;
if the first judging module judges that the communication is yes, the communication method further comprises the following steps:
the second judging module judges whether the address information of the target ACD is the same as the address information of the connected ACD;
if the second judgment module judges that the current time is positive, updating the binding relationship;
the continuous ACD is the ACD currently bound with the target seat extension.
10. The method of communication in a call center of claim 9, wherein the message routing system further comprises: a third judgment module;
if the second judgment module judges that the target ACD is not the current ACD, the third judgment module further judges whether the binding priority of the target ACD is higher than that of the current ACD;
if the third judgment module judges that the target seat extension is connected with the ACD, the binding module releases the binding between the target seat extension and the ACD and binds the target seat extension and the ACD;
or if the second judgment module judges that the current time is not less than the preset time, returning a binding failure prompt.
11. The method of communication in a call center of claim 8, wherein the task request further comprises: requesting for unbinding the extension;
after the target seat extension is bound with the target ACD, the communication method further includes:
the target ACD sends the acquired extension unbinding request to the message routing system;
and the binding module is used for unbinding the target seat extension and the target ACD and updating the binding relationship.
12. The communication method of a call center of claim 8, wherein the communication method further comprises:
the IP PBX sends the received feedback event of the seat extension to the ACD through the message routing system;
and/or the ACD sends the received control instruction to the IP PBX through the message routing system.
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