CN111277716A - Call processing method and system - Google Patents
Call processing method and system Download PDFInfo
- Publication number
- CN111277716A CN111277716A CN202010065016.6A CN202010065016A CN111277716A CN 111277716 A CN111277716 A CN 111277716A CN 202010065016 A CN202010065016 A CN 202010065016A CN 111277716 A CN111277716 A CN 111277716A
- Authority
- CN
- China
- Prior art keywords
- user
- incoming call
- calls
- call
- self
- 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.)
- Granted
Links
Images
Classifications
-
- 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
-
- 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
- H04M3/5175—Call or contact centers supervision arrangements
-
- 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
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
Abstract
The invention discloses a call processing method and a system, wherein the call processing method comprises the following steps: when the voice switch detects a user incoming call, the user incoming call is switched to the self-service voice response equipment; acquiring a transfer number input by the user through the self-service voice response equipment, and transferring the user incoming call to a corresponding queuing area according to the transfer number; filtering all user calls in the voice switch through CMS report equipment, and sending the filtered user call information to a server; and the server counts the filtered user incoming calls and sends the statistical data to a client or a short message gateway. The invention realizes the timely display of the emergency repair telephone, the complaint telephone and the like in the gas industry by filtering the gas call telephone, so that the reception personnel can preferentially process the emergency repair telephone and the complaint telephone.
Description
Technical Field
The invention relates to the field of gas calling technology application, in particular to a calling processing method and a calling processing system.
Background
Call Center (Call Center), also known as customer service Center, originated in the 30 s of the 20 th century, and initially transferred a user's Call to a service representative or specialist's seat; the call center is a service organization which is formed by customer service personnel in a relatively centralized place; the computer communication technology is usually used for processing telephone queries from enterprises, customers and users, and the telephone queries have the capability of simultaneously processing a large number of incoming calls, particularly have calling number display, can automatically distribute incoming calls to personnel with corresponding skills for processing, and can record and store all incoming call information.
With the increase of the number of transferred calls and answers, an Interactive voice response system is established, and the system can deliver common questions of a client part to an IVR device (Interactive voice response); the traditional call center is a call response center mainly using telephone access to provide various telephone response services for customers; IVR handles a large amount of daily business for enterprises without passing through a business representative; the customer inputs information to the enterprise host computer through key or voice selection, accesses various ODBC databases within an allowable range, and obtains various services by self-service, so that business representatives have more time to service the customers with special requirements.
In the traditional calling technology, particularly in the incoming call of a client in the gas industry, the business comprises services such as consultation, complaint, first-aid repair, charge check, ignition and the like; when a customer calls into the call center via a hotline, all calls are accessed through an IVR (i.e., interactive voice response) system into a different processing queue.
However, in the conventional call technology, the ordinary agent and the telephone manager cannot see the call information in the telephone queue at the first time, for example, the manager does not know whether there is a gas emergency repair telephone and how many the gas emergency repair telephones are; for the gas industry, answering and handling emergency repair and complaint calls at the first time are very important; therefore, it is important whether the call system can present and handle the first aid repair at the first time.
Accordingly, the prior art is yet to be improved and developed.
Disclosure of Invention
The invention aims to solve the technical problem that the invention provides a call processing method and a call processing system aiming at the defects of the prior art, wherein the call processing method and the call processing system can be used for filtering a gas call telephone to display emergency repair telephones, complaint telephones and the like in the gas industry in time so as to facilitate the reception staff to preferentially process the emergency repair telephones and the complaint telephones.
The technical scheme adopted by the invention for solving the technical problem is as follows:
in a first aspect, the present invention provides a call processing method applied to the gas industry, wherein the call processing method includes the following steps:
when the voice switch detects a user incoming call, the user incoming call is switched to the self-service voice response equipment;
acquiring a transfer number input by the user through the self-service voice response equipment, and transferring the user incoming call to a corresponding queuing area according to the transfer number;
filtering all user calls in the voice switch through CMS report equipment, and sending the filtered user call information to a server;
and the server counts the filtered user incoming calls and sends the statistical data to a client or a short message gateway.
Further, when the voice switch detects a user incoming call, the voice switch connects the user incoming call to the self-service voice response device, and the method further includes:
configuring a priority reception list in the CMS report equipment according to a preset list; wherein the priority reception list comprises: emergency repair calls and complaint calls.
Further, when the voice switch detects that a user calls, the voice switch switches the user call to the self-service voice response device, and the method specifically includes the following steps:
when the voice switch detects the incoming call of the user, starting a built-in routing function of the voice switch;
and the voice switch switches the user incoming call to the self-service voice response equipment according to a preset routing address.
Further, the step of obtaining the transfer number input by the user through the self-service voice response device and transferring the user call to a corresponding queuing area according to the transfer number specifically comprises the following steps:
when the self-service voice response equipment receives the incoming call of the user, prompting the user to input the transfer number;
the self-service voice response equipment acquires the switching number input by the user and matches a preset VDN virtual extension number according to the switching number;
and when the matching is successful, the self-service voice response equipment transfers the user incoming call to a corresponding queuing area according to the preset VDN extension number.
Further, when the matching is successful, the self-service voice response device transfers the user incoming call to a corresponding queuing area according to the preset VDN extension number, and then the method further includes:
and the self-service voice response equipment counts the total queuing number and counts the total queuing number in each queuing area.
Further, the filtering all user calls in the voice switch through the CMS reporting device and sending the filtered user call information to the server specifically includes the following steps:
acquiring all user calls in the voice switch through the CMS report equipment;
filtering all user calls according to a priority reception list in the CMS report equipment, and preferentially processing the user calls in the priority reception list;
and sending the filtered user incoming call information to the server.
Further, the server performs statistics on the filtered user incoming calls and sends statistical data to a client or a short message gateway, and the method specifically includes the following steps:
when the server receives the filtered user incoming call information, counting the filtered user incoming call information, and marking the filtered user incoming call information;
and sending the processed user incoming call information to a client through a network, or sending the processed user incoming call to a corresponding mobile phone through a short message gateway.
Further, when the server receives the filtered user incoming call information, counting the filtered user incoming call information, and performing a marking process on the filtered user incoming call information, the method further includes:
and sending the processed user incoming call information to the large monitoring screen through the local area network so as to display the queuing number and the queuing dynamics in real time through the large monitoring screen.
In a second aspect, the present invention provides a call processing system for use in the gas industry, wherein the call processing system comprises: the system comprises a voice switch, a self-service voice response device, a CMS (content management system) report device, a server, a client and a short message gateway; the self-service voice response equipment is connected with the voice switch; the voice switch is connected with the server through the CMS report equipment; the client and the short message gateway are respectively connected with the server through a network;
the voice switch is used for switching the user incoming call to the self-service voice response equipment when detecting the user incoming call;
the self-service voice response equipment is used for acquiring the transfer number input by the user and transferring the user incoming call to a corresponding queuing area according to the transfer number;
the CMS report equipment is used for filtering all user incoming calls in the voice switch and sending the filtered user incoming call information to a server;
the server is used for counting the filtered user incoming calls and sending the statistical data to the client or the short message gateway;
the client is used for displaying the number and the processing state of the incoming calls of the user;
and the short message gateway is used for sending the processed user incoming call to the corresponding mobile phone.
Further, the call processing system further includes: monitoring a large screen; the monitoring large screen is connected with the server through a network; the monitoring large screen is used for displaying the number and the processing state of the incoming calls of the user in the call processing system.
The invention adopts the technical scheme and has the following effects:
the invention realizes the timely display of the emergency repair call, the complaint call and the like in the gas industry by filtering the gas call, so that the client can check the number of the current waiting call, the emergency repair call and the complaint call in real time, and the customer service staff can conveniently receive the current emergency repair call and the complaint call as soon as possible; meanwhile, the manager can check the number of the current emergency repair calls and the number of the complaint calls through the monitoring screen, so that the field customer service dispatching personnel can answer the calls conveniently; when the queuing number exceeds the threshold value, sending the related warning information to a designated manager through a short message so that the manager can process the information in time; the invention carries out priority processing on the emergency call and the complaint call, carries out filtering through the system, and arranges the emergency call and the complaint call before the ordinary call so as to carry out priority processing on the emergency call and the complaint call.
Drawings
FIG. 1 is a flow chart of a call processing method in a preferred embodiment of the invention.
FIG. 2 is a diagram illustrating a client display interface according to a preferred embodiment of the present invention.
FIG. 3 is a schematic diagram of a monitoring large screen display interface according to a preferred embodiment of the present invention.
FIG. 4 is a diagram of a short message gateway management interface according to a preferred embodiment of the present invention.
FIG. 5 is a diagram of a call processing system in accordance with a preferred embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention clearer and clearer, the present invention is further described in detail below with reference to the accompanying drawings and examples. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Example one
In the existing call center technology, CTI technology is developed from the traditional computer telephony Integration (computer telephony Integration) technology, and it is originally intended to apply the computer technology to a telephone system, and can automatically identify and process signaling information in the telephone, and transmit a predetermined recording file, transfer incoming call, etc. to a user by establishing a relevant telephone channel connection; this means that CTI technology handles not only traditional telephone speech but also other forms of information media including fax, email, etc.; the CTI technology spans two fields of computer technology and telecommunication technology, and some typical services provided mainly comprise a message system based on user equipment (CPE), interactive voice response, a call center system, value-added services, IP telephones and the like; the main functions of CTI are to pop up a screen in a service system of a customer, to pop up the system to a desktop of a computer terminal of an agent according to incoming call matching, automatic traffic distribution of ACD, and voice data synchronization.
An automatic traffic distribution ACD (automatic Call distributor) system can track the traffic state in real time, generate an effective traffic queue, adjust an exclusion algorithm according to incoming Call information at any time, distribute queue processing capacity, adapt to instantaneous needs, fully utilize system resources and improve system processing capacity; the calls can be automatically distributed to corresponding skill groups and queues according to the telephone traffic distributed by the ACD; however, for the agent and manager, they are not aware of the special and important incoming calls and queuing situations, and if they wait too long, they may give up the calls, resulting in serious loss or accidents, such as emergency repair and complaint calls in the gas industry.
In view of the above technical problems, the present embodiment provides a call processing method, which is applied to the gas industry, so that customer service personnel in the gas industry can preferentially process emergency repair calls and complaint calls.
As shown in fig. 1, the present embodiment provides a call processing method, which includes the following steps:
step S100, when the voice switch detects the incoming call of the user, the incoming call of the user is transferred to the self-service voice response equipment.
In this embodiment, the call processing method is applied to a call processing system, where the call processing system includes: the system comprises a voice switch, a self-service voice response device, a CMS report device, a server, a client, a short message gateway and a monitoring large screen; the self-service voice response equipment is connected with the voice switch; the voice switch is connected with the server through the CMS report equipment; the client, the short message gateway and the large monitoring screen are respectively connected with the server through a network.
In the voice switch, a routing function can be edited by using a Vector (an object in a program) built in the voice switch, so that a designated VDN virtual extension number is distributed to each IVR key (a self-service voice response key), and the counting of the queuing number of each extension number and the counting of the total queuing number of a system are realized through the VDN number.
Meanwhile, a priority reception table may be configured in the CMS reporting device, where a user call needing priority processing may be configured in the priority reception table, for example: emergency repair calls and complaint calls; by setting the priority reception list, when the system receives the incoming calls of the users, all the incoming calls of the users in the system can be filtered according to the priority reception list, the incoming calls of the users in the priority reception list are preferentially selected, namely, the incoming calls of the users in the priority reception list are arranged in front of the incoming calls of the common users, so that the incoming calls of the users in the priority reception list can be preferentially processed.
Namely, before the step 100, the following steps are also included:
step 001, configuring a priority reception list in the CMS reporting equipment according to a preset list; wherein the priority reception list comprises: emergency repair calls and complaint calls.
Specifically, in this embodiment, a customer call is accessed to the system through a voice gateway, and when the voice switch detects the user call, the voice switch starts a built-in routing function, and then the user call is forwarded to a self-service voice response device according to a preset routing address (i.e., an IP address) so as to process the user call through the self-service voice response device.
Namely, in the step 100, the method specifically includes the following steps:
step 110, when the voice switch detects the incoming call of the user, starting a built-in routing function of the voice switch;
and step 120, the voice switch switches the user incoming call to the self-service voice response equipment according to a preset routing address.
In the embodiment, the user call is routed to the self-service voice response equipment for processing, so that the self-service voice response equipment can queue the user call, and a first-aid repair phone, a complaint phone and the like which need to be processed can be selected in a preferential manner, thereby improving the efficiency of the system for processing the user call.
As shown in fig. 1, the call processing method further includes the following steps:
and step S200, acquiring the transfer number input by the user through the self-service voice response equipment, and transferring the user incoming call to a corresponding queuing area according to the transfer number.
In this embodiment, when the self-service voice response device receives the incoming call of the user, the self-service voice response device feeds back a voice prompt to the incoming call user, that is, prompts the user to input a transfer number; when a user inputs a transfer number, the self-service voice response equipment acquires the transfer number input by the user and matches the transfer number with a preset VDN virtual extension number; for example: the preset VDN virtual extension number for emergency repair is 1, and after a user inputs a switching number, whether the switching number input by the user is 1 is judged; and if the switching number input by the user is 1, transferring the incoming call of the user to a queue of the emergency repair telephone.
During matching, if the matching is successful, transferring the user incoming call to a corresponding queuing area according to the preset VDN extension number so as to perform classified queuing on the user incoming call; if the matching fails, the user is prompted by voice to input the switching number again.
In this embodiment, after the user call is transferred to the corresponding queuing area, the self-service voice response device may count the number of queues on each VDN number and the total number of system queues on all current VDN numbers, and send the counted data to the CMS reporting device, so as to send the counted data to the server through the CMS reporting device.
Namely, in the step 200, the method specifically includes the following steps:
step 210, when the self-service voice response equipment receives the incoming call of the user, prompting the user to input the transfer number;
step 220, the self-service voice response equipment acquires the transfer number input by the user and matches a preset VDN virtual extension number according to the transfer number;
step 230, when the matching is successful, the self-service voice response equipment transfers the user incoming call to a corresponding queuing area according to the preset VDN extension number;
and 240, counting the total queuing number of the self-service voice response equipment and counting the total queuing number in each queuing area.
According to the embodiment, the incoming calls of the users are classified and queued, and classified and queued incoming calls of the users are classified and counted, so that customer service personnel and management personnel can check the states of various incoming calls in time; meanwhile, the statistical data are sent to the CMS reporting equipment, so that the real-time data are pushed to the server through the CMS reporting equipment, and the server can conveniently process the real-time data correspondingly.
As shown in fig. 1, the call processing method further includes the following steps:
and step S300, filtering all user calls in the voice switch through CMS report equipment, and sending the filtered user call information to a server.
In this embodiment, after the self-service voice response device counts the queuing data, the CMS reporting device obtains all user calls in the voice switch, and filters all user calls, that is, filters all user calls according to the priority reception list in the CMS reporting device, so that the server can preferentially process the user calls in the priority reception list; and after filtering, sending the filtered user incoming call information to the server through a real-time data interface RT-SOCKET of CMS report equipment so as to facilitate the server to perform priority processing on the emergency repair telephone and the complaint telephone.
Namely, in the step 300, the method specifically includes the following steps:
step S310, all user calls in the voice switch are acquired through the CMS report equipment;
step S320, filtering all user calls according to a priority reception list in the CMS report equipment, and preferentially processing the user calls in the priority reception list;
step S330, sending the filtered user incoming call information to the server.
In the embodiment, the CMS reporting device is used for filtering the user calls in the self-service voice response device, so that the user calls needing to be processed preferentially, such as emergency repair calls and complaint calls, are preferentially arranged in front of the user calls of a common user, and the server is convenient to process the user calls needing to be processed preferentially correspondingly.
As shown in fig. 1, the call processing method further includes the following steps:
and step S400, the server counts the filtered user incoming calls and sends the statistical data to a client or a short message gateway.
In this embodiment, when the server receives the filtered user incoming call information, the server performs statistics on the filtered user incoming call information, and performs a marking process on the filtered user incoming call information.
After being processed by the server, the server pushes the incoming calls of the users to a client (namely, an agent client), and the incoming calls are displayed in a flashing mode at the client to remind that an emergency call and a complaint call are queued, so that customer service personnel are reminded to answer the emergency call and the complaint call as soon as possible; as shown in fig. 2, the number of waiting phones, which refers to the number of emergency repair phones and the number of complaint phones, is displayed on the display interface of the client; through the client display interface, customer service personnel can see the number of the current waiting calls, emergency repair calls and complaint calls in real time so as to answer the currently incoming emergency repair calls and complaint calls in time.
While displaying the incoming call information of the user on the client interface, the server can also push the number of the emergency repair calls to a large monitoring screen for the field management personnel to check and make decisions; as shown in fig. 3, in the large monitoring screen, the number of manual calls, the number of missed calls, the number of self-service calls, and the total number of incoming calls are displayed on the left side; the middle displays the number of first-aid repair, the number of fee check, the number of complaints, the number of consultations, the number of change management, the number of ignition, the number of reports and other answering details; the information of the customer service personnel, such as the number of the calling personnel, the number of idle personnel, the number of busy personnel, the number of the on-line telephone operators and the like, is displayed on the right side; through the monitoring large screen, a manager can check the number of the current waiting calls, the emergency repair calls and the complaint calls, so that the field allocating personnel can answer the emergency repair calls and the complaint calls as soon as possible.
In this embodiment, when the number of queued calls exceeds a threshold (for example, the threshold is 50), the server sends the incoming call information of the user to a corresponding mobile phone (for example, a mobile phone of a manager or a mobile phone of an incoming call user) to send a related warning message to a designated manager through a short message, so as to attract attention of the manager; as shown in fig. 4, a short message monitoring and managing interface is provided in the server, and a corresponding phone number and information can be input in the short message monitoring and managing interface, and an edited short message can be sent to a corresponding mobile phone through a short message gateway.
Namely, in the step 400, the following steps are specifically included:
step 410, when the server receives the filtered user incoming call information, counting the filtered user incoming call information, and marking the filtered user incoming call information;
step 420, sending the processed user incoming call information to a client through a network, or sending the processed user incoming call to a corresponding mobile phone through a short message gateway;
and 430, sending the processed user incoming call information to the large monitoring screen through the local area network so as to display the queuing number and the queuing dynamics in real time through the large monitoring screen.
In the embodiment, the first-aid repair telephone and the complaint telephone are subjected to priority queuing processing, and the first-aid repair telephone and the complaint telephone are subjected to priority queuing processing before a common incoming call through a system queuing algorithm; therefore, customer service personnel can preferentially answer emergency repair calls and complaint calls; and the manager can make the field allocating personnel answer emergency repair calls and complaint calls.
Example two
As shown in fig. 5, the present embodiment provides a call processing system applied to the gas industry, wherein the call processing system includes: the system comprises a voice switch 10, a self-service voice response device 20, a CMS (content management system) reporting device 30, a server 40, a client 50 and a short message gateway 60; the self-service voice response equipment 20 is connected with the voice switch 10; the voice switch 10 is connected with the server 40 through the CMS reporting device 30; the client 50 and the short message gateway 60 are respectively connected with the server 40 through a network;
the voice switch 10 is configured to, when detecting a user incoming call, forward the user incoming call to the self-service voice response device 20;
the self-service voice response equipment 20 is used for acquiring the transfer number input by the user and transferring the user incoming call to a corresponding queuing area according to the transfer number;
the CMS reporting device 30 is configured to filter all incoming calls of the user in the voice switch 10, and send information of the filtered incoming calls of the user to the server 40;
the server 40 is configured to count the filtered user calls and send the statistical data to the client 50 or the short message gateway 60;
the client 50 is used for displaying the number and the processing state of the incoming calls of the user;
the short message gateway 60 is configured to send the processed user call to the corresponding mobile phone.
Further, in this embodiment, the call processing system further includes: a monitoring large screen 70; the monitoring large screen 70 is connected with the server 40 through a network; the large monitoring screen 70 is used for displaying the number of incoming calls and the processing state of the users in the call processing system.
Specifically, the voice switch 10, the self-service voice response device 20, the CMS reporting device 30, the server 40, the client 50, the short message gateway 60, and the large monitoring screen 70 are implemented as described in the first embodiment.
In conclusion, the invention can realize the timely display of the emergency call telephone, the complaint telephone and the like in the gas industry by filtering the gas call telephone, so that the client can check the number of the current waiting telephone, the emergency call telephone and the complaint telephone in real time, and the customer service staff can conveniently receive the current emergency call telephone and the complaint telephone as soon as possible; meanwhile, the manager can check the number of the current emergency repair calls and the number of the complaint calls through the monitoring screen, so that the field customer service dispatching personnel can answer the calls conveniently; when the queuing number exceeds the threshold value, sending the related warning information to a designated manager through a short message so that the manager can process the information in time; the invention carries out priority processing on the emergency call and the complaint call, carries out filtering through the system, and arranges the emergency call and the complaint call before the ordinary call so as to carry out priority processing on the emergency call and the complaint call.
Of course, it will be understood by those skilled in the art that all or part of the processes of the methods of the above embodiments may be implemented by a computer program instructing relevant hardware (such as a processor, a controller, etc.), and the program may be stored in a computer readable storage medium, and when executed, the program may include the processes of the above method embodiments. The storage medium may be a memory, a magnetic disk, an optical disk, etc.
It is to be understood that the invention is not limited to the examples described above, but that modifications and variations may be effected thereto by those of ordinary skill in the art in light of the foregoing description, and that all such modifications and variations are intended to be within the scope of the invention as defined by the appended claims.
Claims (10)
1. A call processing method is applied to the gas industry and is characterized by comprising the following steps:
when the voice switch detects a user incoming call, the user incoming call is switched to the self-service voice response equipment;
acquiring a transfer number input by the user through the self-service voice response equipment, and transferring the user incoming call to a corresponding queuing area according to the transfer number;
filtering all user calls in the voice switch through CMS report equipment, and sending the filtered user call information to a server;
and the server counts the filtered user incoming calls and sends the statistical data to a client or a short message gateway.
2. The call processing method according to claim 1, wherein when the voice switch detects a user incoming call, the voice switch forwards the user incoming call to a self-service voice response device, and before the method further comprises:
configuring a priority reception list in the CMS report equipment according to a preset list; wherein the priority reception list comprises: emergency repair calls and complaint calls.
3. The call processing method according to claim 1, wherein the step of switching the incoming call of the user to a self-service voice response device when the voice switch detects the incoming call of the user specifically comprises the steps of:
when the voice switch detects the incoming call of the user, starting a built-in routing function of the voice switch;
and the voice switch switches the user incoming call to the self-service voice response equipment according to a preset routing address.
4. The call processing method according to claim 1, wherein the step of obtaining a forwarding number input by the user through the self-service voice response device and transferring the incoming call of the user to a corresponding queuing area according to the forwarding number specifically comprises the following steps:
when the self-service voice response equipment receives the incoming call of the user, prompting the user to input the transfer number;
the self-service voice response equipment acquires the switching number input by the user and matches a preset VDN virtual extension number according to the switching number;
and when the matching is successful, the self-service voice response equipment transfers the user incoming call to a corresponding queuing area according to the preset VDN extension number.
5. The call processing method according to claim 4, wherein when the matching is successful, the self-service voice response device transfers the user incoming call to a corresponding queuing area according to the preset VDN extension number, and then further comprising:
and the self-service voice response equipment counts the total queuing number and counts the total queuing number in each queuing area.
6. The call processing method according to claim 1, wherein the filtering all incoming calls of the user in the voice exchange by the CMS reporting device and sending the filtered incoming call information of the user to the server specifically includes the following steps:
acquiring all user calls in the voice switch through the CMS report equipment;
filtering all user calls according to a priority reception list in the CMS report equipment, and preferentially processing the user calls in the priority reception list;
and sending the filtered user incoming call information to the server.
7. The call processing method according to claim 1, wherein the server performs statistics on the filtered user incoming calls and sends statistical data to a client or a short message gateway, and specifically comprises the following steps:
when the server receives the filtered user incoming call information, counting the filtered user incoming call information, and marking the filtered user incoming call information;
and sending the processed user incoming call information to a client through a network, or sending the processed user incoming call to a corresponding mobile phone through a short message gateway.
8. The call processing method according to claim 1, wherein the server, when receiving the filtered user incoming call information, performs statistics on the filtered user incoming call information and performs a tagging process on the filtered user incoming call information, and then further comprises:
and sending the processed user incoming call information to the large monitoring screen through the local area network so as to display the queuing number and the queuing dynamics in real time through the large monitoring screen.
9. A call processing system applied to the gas industry is characterized by comprising: the system comprises a voice switch, a self-service voice response device, a CMS (content management system) report device, a server, a client and a short message gateway; the self-service voice response equipment is connected with the voice switch; the voice switch is connected with the server through the CMS report equipment; the client and the short message gateway are respectively connected with the server through a network;
the voice switch is used for switching the user incoming call to the self-service voice response equipment when detecting the user incoming call;
the self-service voice response equipment is used for acquiring the transfer number input by the user and transferring the user incoming call to a corresponding queuing area according to the transfer number;
the CMS report equipment is used for filtering all user incoming calls in the voice switch and sending the filtered user incoming call information to a server;
the server is used for counting the filtered user incoming calls and sending the statistical data to the client or the short message gateway;
the client is used for displaying the number and the processing state of the incoming calls of the user;
and the short message gateway is used for sending the processed user incoming call to the corresponding mobile phone.
10. The call processing system of claim 9, further comprising: monitoring a large screen; the monitoring large screen is connected with the server through a network; the monitoring large screen is used for displaying the number and the processing state of the incoming calls of the user in the call processing system.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010065016.6A CN111277716B (en) | 2020-01-20 | 2020-01-20 | Call processing method and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010065016.6A CN111277716B (en) | 2020-01-20 | 2020-01-20 | Call processing method and system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN111277716A true CN111277716A (en) | 2020-06-12 |
| CN111277716B CN111277716B (en) | 2021-08-24 |
Family
ID=71002118
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202010065016.6A Active CN111277716B (en) | 2020-01-20 | 2020-01-20 | Call processing method and system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN111277716B (en) |
Citations (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20140177819A1 (en) * | 2012-11-21 | 2014-06-26 | Genesys Telecommunications Laboratories, Inc. | Graphical user interface for configuring contact center routing strategies |
| CN104125349A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | Voice interaction management method and system based on telephone traffic forecasting |
| CN104240043A (en) * | 2014-10-10 | 2014-12-24 | 国家电网公司 | Full-service centralized management service platform for electric power customer service based on number 95598 |
| CN104519210A (en) * | 2014-12-18 | 2015-04-15 | 深圳市燃气集团股份有限公司 | CTI (computer telephony integration) softphone system, call control system and call control method thereof |
| US9167095B1 (en) * | 2014-06-05 | 2015-10-20 | Verizon Patent And Licensing Inc. | Call center agent management |
| CN108076237A (en) * | 2016-11-18 | 2018-05-25 | 腾讯科技（深圳）有限公司 | A kind of phone customer service data processing method and device |
| CN109544033A (en) * | 2018-12-04 | 2019-03-29 | 北京科东电力控制系统有限责任公司 | A kind of on-line early warning and emergence treating method based on real time monitoring |
| CN109829135A (en) * | 2018-12-21 | 2019-05-31 | 深圳市买买提信息科技有限公司 | A kind of method and device of Information Statistics |
| CN110493481A (en) * | 2019-08-19 | 2019-11-22 | 福建工程学院 | A kind of queuing optimization method and device of customer service call center |
-
2020
- 2020-01-20 CN CN202010065016.6A patent/CN111277716B/en active Active
Patent Citations (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20140177819A1 (en) * | 2012-11-21 | 2014-06-26 | Genesys Telecommunications Laboratories, Inc. | Graphical user interface for configuring contact center routing strategies |
| US9167095B1 (en) * | 2014-06-05 | 2015-10-20 | Verizon Patent And Licensing Inc. | Call center agent management |
| CN104125349A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | Voice interaction management method and system based on telephone traffic forecasting |
| CN104240043A (en) * | 2014-10-10 | 2014-12-24 | 国家电网公司 | Full-service centralized management service platform for electric power customer service based on number 95598 |
| CN104519210A (en) * | 2014-12-18 | 2015-04-15 | 深圳市燃气集团股份有限公司 | CTI (computer telephony integration) softphone system, call control system and call control method thereof |
| CN108076237A (en) * | 2016-11-18 | 2018-05-25 | 腾讯科技（深圳）有限公司 | A kind of phone customer service data processing method and device |
| CN109544033A (en) * | 2018-12-04 | 2019-03-29 | 北京科东电力控制系统有限责任公司 | A kind of on-line early warning and emergence treating method based on real time monitoring |
| CN109829135A (en) * | 2018-12-21 | 2019-05-31 | 深圳市买买提信息科技有限公司 | A kind of method and device of Information Statistics |
| CN110493481A (en) * | 2019-08-19 | 2019-11-22 | 福建工程学院 | A kind of queuing optimization method and device of customer service call center |
Also Published As
| Publication number | Publication date |
|---|---|
| CN111277716B (en) | 2021-08-24 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US6959081B2 (en) | Expert hold queue management | |
| US5815566A (en) | Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments | |
| AU729882B2 (en) | Work at home ACD agent network with cooperative control | |
| US6665396B1 (en) | Call hold manager system and method | |
| KR100359586B1 (en) | Automatic call distribution method and apparatus | |
| JP2947709B2 (en) | Method and apparatus for providing automatic call distribution service at home | |
| US8416943B2 (en) | System and method for distributing customer contacts | |
| CN103024217B (en) | A kind of method and customer service system realizing customer service | |
| CN101677345B (en) | Method, device and system of realizing calling of calling center | |
| JP2000041107A (en) | Multimedia work processing method and device | |
| CN104243730A (en) | Telephone call access processing method and device and call center | |
| JPH0690284A (en) | Method and system for monitoring of usage of telephone | |
| CN109698886A (en) | A method of allowing attend a banquet carrying out Information Mobile Service | |
| US20230396708A1 (en) | System and method for secure call routing and queuing | |
| KR102119349B1 (en) | Call Center Maintenance System | |
| US7831032B2 (en) | System and method for the establishment of a connection between a contact requester and a communications center | |
| CN104994246A (en) | Method and system used for telephone traffic distribution by utilizing mobile agents | |
| CA2171937C (en) | Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments | |
| CN114785892A (en) | System and method for automatically distributing calls for call center | |
| CN112261235B (en) | Cloud call center platform based on FreeWITCH | |
| CN105407242A (en) | Intelligent calling center system | |
| AU2002304038B2 (en) | Method and system for data field reuse | |
| CN100428757C (en) | Telephone auto externally dialing method for client service and its intelligent analysis and management | |
| CN111277716B (en) | Call processing method and system | |
| JP2001053884A (en) | Information desk 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 | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |