CN111405127A - Telephone toolbar based on intelligent order following system - Google Patents
Telephone toolbar based on intelligent order following system Download PDFInfo
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- CN111405127A CN111405127A CN202010123120.6A CN202010123120A CN111405127A CN 111405127 A CN111405127 A CN 111405127A CN 202010123120 A CN202010123120 A CN 202010123120A CN 111405127 A CN111405127 A CN 111405127A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F9/00—Arrangements for program control, e.g. control units
- G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
- G06F9/44—Arrangements for executing specific programs
- G06F9/451—Execution arrangements for user interfaces
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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
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42042—Notifying the called party of information on the calling party
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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
- H04M3/5175—Call or contact centers supervision 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
- H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
Abstract
The invention discloses a telephone toolbar based on an intelligent order following system, which is integrated in the intelligent order following system, is arranged at the upper end of a home page interface of the intelligent order following system and comprises a telephone number frame module, a time frame module and a function button module which are mutually connected; the state module is used for displaying the states of free, busy or rest; the telephone number frame module is used for inputting a telephone number, clicking an outbound button to enter a calling state, or automatically displaying the opposite side telephone in the telephone number frame when calling in; the time frame module is used for displaying the call time when an outbound call or an incoming call enters; the function button module is used for automatically displaying outbound, on-hook, hold, transfer, consultation, end consultation, three-party conversation, IVR menu transfer and customer satisfaction transfer by the intelligent order following system when a mouse is put on. The implementation of the invention has the following beneficial effects: the telephone toolbar is integrated into an intelligent order following system, data sharing is achieved, and convenience of operation is improved.
Description
Technical Field
The invention relates to the field of order tracking, in particular to a telephone toolbar based on an intelligent order following system.
Background
Some conventional telephone systems are stand-alone systems in which incoming and outgoing calls can only operate. The telephone system is not provided with a telephone toolbar, if the telephone toolbar is used, the telephone toolbar needs to be switched to another system from the current telephone system to be used, and the telephone toolbar needs to be operated after logging in another system.
Disclosure of Invention
The technical problem to be solved by the present invention is to provide a telephone toolbar based on an intelligent document following system, which integrates a telephone toolbar into the intelligent document following system, achieves data sharing, and increases convenience of operation, in order to overcome the above-mentioned defects in the prior art.
The technical scheme adopted by the invention for solving the technical problems is as follows: construct a telephone toolbar based on intelligence system of following an order, integrated in intelligence system of following an order, set up the upper end in the first page interface of intelligence system of following an order, include:
a state module: for displaying a status of free, busy, or vacation;
a telephone number frame module: the telephone number display device is used for inputting a telephone number, clicking an outbound button to enter a calling state, or automatically displaying an opposite telephone in a telephone number frame when calling in;
a time frame module: the system is used for displaying the call time when an outbound call or an incoming call enters;
a function button module: the intelligent order following system is used for automatically displaying outbound, on-hook, hold, transfer, consultation end, three-party conversation, IVR menu transfer and customer satisfaction transfer when a mouse is put on;
the telephone number frame module, the time frame module and the function button module are connected with each other.
In the telephone toolbar based on the intelligent documentary following system, the status module further includes:
idle submodule: for waiting for an outbound or inbound call;
busy submodule: the intelligent order following system is used for automatically switching to be busy when an outgoing call or an incoming call is in progress;
a minor fallout submodule: when the user has other work and can not call out or call in temporarily, the manual switching is adopted to be in a state of rest;
the idle sub-module, the busy sub-module and the small rest sub-module are connected with each other.
In the telephone toolbar based on the intelligent documentary following system, the function button module further includes:
outbound button submodule: the telephone number input device is used for inputting a telephone number in a telephone number frame, then clicking an outbound button and entering a calling state;
the on-hook button submodule is that: the intelligent order following system is used for clicking an on-hook button and automatically cutting off the current call;
hold button submodule: the method is used for consulting colleagues in the communication process without hanging up the phone, pressing the holding button, enabling the client to only hear the music and not the consulting content, displaying the restoring holding button, clicking the holding button after consulting is finished, and continuing to communicate with the client;
the switching button submodule is that: the system is used for clicking the switching button to carry out blind switching when other customer services need to be switched to in the conversation process, after switching, the switching party cannot hear the communication content, and only the switched and pressed party directly communicates with the customer;
consultation button submodule: when the third party is consulted in a non-blind transfer mode, the client can only hear the music and can click to transfer/talk between the three parties/finish the consultation and restore the original conversation;
end consult button submodule: for ending the consultation;
turning to an IVR menu button submodule: for the user to enter a verification number;
three-party call button submodule: when the method is used for calling, a third party is added, and the three parties can communicate with each other;
go to customer satisfaction button submodule: the system is used for evaluating the service after the client hears the voice;
the outbound button submodule, the on-hook button submodule, the hold button submodule, the transfer button submodule, the consultation ending button submodule, the IVR-to-menu button submodule, the three-party call button submodule and the customer satisfaction transferring button submodule are connected with one another.
In the telephone toolbar based on the intelligent order following system, the left menu navigation bar displays service classes and product classes, the service classes comprise customer service personnel and a customer service supervisor, the customer service personnel are provided with online customer service, telephone customer service, work order system, order center, account management and workbench options, the Top navigation menu is displayed, the customer service supervisor adds voice monitoring options on the basis of the authority of the customer service personnel, the product classes are connected with an ERP system in an enterprise and customized according to the requirement, and the customized content comprises product management, product category management and carousel map management.
In the telephone toolbar based on the intelligent order following system, the Top navigation menu displays options of an online customer service, a telephone customer service, a work order system, an order center and a workbench, and a page capable of switching a working area is clicked.
In the telephone toolbar based on the intelligent order-following system, the work area displays a sales leaderboard, a contact plan and a latest order.
The implementation of the telephone toolbar based on the intelligent order following system has the following beneficial effects: the telephone toolbar is integrated in the intelligent order following system, and comprises a telephone number frame module, a time frame module and a function button module, wherein the state module is used for displaying the state of free, busy or minor break; the telephone number frame module is used for inputting a telephone number, clicking an outbound button to enter a calling state, or automatically displaying the opposite side telephone in the telephone number frame when calling in; the time frame module is used for displaying the call time when an outbound call or an incoming call enters; the function button module is used for automatically displaying outbound, on-hook, hold, transfer, consultation, end consultation, three-party conversation, IVR menu transfer and customer satisfaction transfer by the intelligent order following system when a mouse is put on, so that the telephone toolbar is integrated into the intelligent order following system, data sharing is achieved, and convenience in operation is improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
FIG. 1 is a schematic diagram showing an embodiment of a telephone toolbar based on an intelligent waybill system according to the present invention;
FIG. 2 is a schematic structural diagram of a telephone toolbar according to the embodiment;
FIG. 3 is a schematic structural diagram of a status module in the embodiment;
FIG. 4 is a schematic structural diagram of a function button module in the embodiment;
fig. 5 is a schematic diagram of a home page interface of the intelligent documentary following system in the embodiment.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
In the embodiment of the telephone toolbar based on the intelligent order following system, the telephone toolbar is integrated in the intelligent order following system and is arranged at the upper end of a home page interface of the intelligent order following system. The telephone toolbar based on the intelligent documentary following system is shown in a schematic diagram in an intelligent documentary following system as shown in fig. 1. The telephone toolbar based on the intelligent documentary system can be seen only by customer service staff and cannot be seen by other staff. Fig. 2 is a schematic structural diagram of the telephone toolbar in the present embodiment.
As shown in fig. 1 and 2, the telephone tool based on the intelligent call following system comprises a telephone number frame module 1, a telephone number frame module 2, a time length frame module 3 and a function button module 4 which are connected with each other; the state module 1 is used for displaying the states of free, busy or rest; the telephone number frame module 2 is used for inputting a telephone number, clicking an outbound button to enter a calling state, or automatically displaying the opposite party in a telephone number frame when calling in; the time frame module 3 is used for displaying the call time when an external call or an incoming call enters; the function button module 4 is used for automatically displaying outbound call, on-hook, hold, transfer, consultation, end consultation, three-party conversation, IVR menu transfer and customer satisfaction transfer by the intelligent order following system when a mouse is put on.
The telephone toolbar is integrated in the intelligent order following system, namely the telephone toolbar and the intelligent order following system are integrated without the need of switching between different systems by a user, so that the telephone toolbar is integrated in the intelligent order following system, data sharing is achieved, and convenience in operation is improved.
Fig. 3 is a schematic structural diagram of a status module in this embodiment, in fig. 3, the status module 1 further includes a free sub-module 11, a busy sub-module 12, and a minor fallout sub-module 13 connected to each other; wherein, the idle submodule 11 is used for waiting for an outgoing call or an incoming call; the busy submodule 12 is used for automatically switching the intelligent order following system into busy when an outbound call or an incoming call is in progress; the minor break sub-module 13 is used for switching to the minor break state manually when the user has other work and can not call out or call in temporarily. State switching between free, busy and vacation can be achieved by the state module 1.
Fig. 4 is a schematic structural diagram of the functional button module in this embodiment, and in fig. 4, the functional button module 4 further includes an outbound button sub-module 41, an on-hook button sub-module 42, a hold button sub-module 43, a transfer button sub-module 44, a consultation button sub-module 45, an end consultation button sub-module 46, an IVR menu button sub-module 47, a three-party call button sub-module 48, and a customer satisfaction button sub-module 4, which are connected to each other.
The outbound button submodule 41 is used for inputting a telephone number in a telephone number frame, then clicking an outbound button and entering a calling state; the on-hook button submodule 42 is used for clicking an on-hook button, and the intelligent order following system automatically cuts off the current call; the hold button submodule 43 is used for consulting colleagues in the communication process without hanging up the telephone, pressing the hold button, the client can only hear the music and cannot hear the consulting content, displaying the resume hold button, and after the consultation is finished, clicking the hold button to continue the communication with the client; the switching button sub-module 44 is used for clicking the switching button to carry out blind switching when needing to be switched to other customer services in the conversation process, and after switching, the switching party can not hear the communication content and only the switched party and the client communicate directly; the consultation button sub-module 45 is used for consulting the third party in a non-blind transfer mode, and the client can only hear music and can perform point transfer/three-party conversation/finish consultation to restore the original conversation; the end consult button sub-module 46 is used to end the consult in a non-blind rotation mode.
The IVR menu button switching sub-module 47 is used for inputting verification digits by a user; such as: the confidential information needs to be communicated, the identity of the user needs to be verified, and the user can enter a verification password. The three-party call button submodule 48 is used for adding a third party when in call, and the three parties can communicate with each other.
The customer satisfaction button submodule 49 is used for evaluating the service after the customer hears the voice. It is worth mentioning that speech can be defined, generally "you rate the last service, press 1 very satisfied, press 2 satisfied, press 3 unsatisfied, press 4 very unsatisfied".
Fig. 5 is a schematic diagram of a home page interface of the intelligent order following system in this embodiment, and in fig. 5, the intelligent order following system includes a left menu navigation bar arranged on the left side of the home page interface, a telephone tool bar arranged at the uppermost end of the home page interface, a Top navigation menu arranged at the lower end of the telephone tool bar, a personal information area arranged at the upper right corner of the home page interface, and a work area arranged on the right side of the left menu navigation.
The left menu navigation bar is visible only to the customer service staff and not to other staff. The left menu navigation bar displays service classes and product classes, the service classes comprise customer service personnel and customer service managers, the customer service personnel are provided with online customer service, telephone customer service, work order system, order center, account management and workbench options, meanwhile, the Top navigation menu displays that the customer service managers add voice monitoring options on the basis of the authority of the customer service personnel, the product classes are connected with an ERP system inside an enterprise and customized according to the requirement, and the customized content comprises product management, product class management and carousel map management.
The Top navigation menu displays options of online customer service, telephone customer service, work order system, order center and workbench, and can switch the working area page by clicking. The on-line customer service receives the information from the WeChat public number, the WeChat small program or the Web customer service and can receive and send the information of characters, voice, video and pictures. For telephone customer service, a customer calls in an official telephone system, a hardware telephone can sound, and meanwhile, the intelligent order following system automatically pops up an incoming call information frame. The customer directly dials a call according to the hardware telephone, and the intelligent order following system automatically pops up an outbound popup screen. The information important for online customer or telephone customer service can be added into the work order system, and relevant personnel can be introduced for discussion through the work order, wherein the information comprises a list box, a chat box and a user data information box. All document information related to the customer is centralized in the order center, such as: shopping cart, pending cart, dispatched cart, or loaded cart. The shopping cart layout is divided into a customer balance box, an inventory selection box, and a shopping cart box. The workbench automatically displays the dynamic conditions and the contact plan of the clients of the group to which the current customer service belongs.
The work area displays a sales leaderboard, a contact plan, and a latest order.
The personal information area displays the current user profile and allows log-in and entry into the personal center. The user telephone and number are used to inquire about the client data, work order, history, contact plan, operation history, and this function is used in many places, such as: incoming call popup screen, outgoing call popup screen, online customer service, telephone customer service, work order system and personal center. The customer service can quickly know the user condition.
In a word, the telephone toolbar is integrated in the intelligent order following system, the telephone toolbar comprises a telephone number frame module 1, a telephone number frame module 2, a time frame module 3 and a function button module 4, and the state module 1 is used for displaying the state of free, busy or rest; the telephone number frame module 2 is used for inputting a telephone number, clicking an outbound button to enter a calling state, or automatically displaying the opposite party in a telephone number frame when calling in; the time frame module 3 is used for displaying the call time when an external call or an incoming call enters; the function button module 4 is used for automatically displaying outbound, on-hook, hold, transfer, consultation, end consultation, three-party conversation, IVR menu transfer and customer satisfaction transfer by the intelligent order following system when a mouse is put on, so that the telephone toolbar is integrated into the intelligent order following system, data sharing is achieved, and convenience in operation is improved.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents, improvements and the like that fall within the spirit and principle of the present invention are intended to be included therein.
Claims (7)
1. A telephone toolbar based on an intelligent order following system, which is integrated in the intelligent order following system and is arranged at the upper end of a home page interface of the intelligent order following system, and comprises:
a state module: for displaying a status of free, busy, or vacation;
a telephone number frame module: the telephone number display device is used for inputting a telephone number, clicking an outbound button to enter a calling state, or automatically displaying an opposite telephone in a telephone number frame when calling in;
a time frame module: the system is used for displaying the call time when an outbound call or an incoming call enters;
a function button module: the intelligent order following system is used for automatically displaying outbound, on-hook, hold, transfer, consultation end, three-party conversation, IVR menu transfer and customer satisfaction transfer when a mouse is put on;
the telephone number frame module, the time frame module and the function button module are connected with each other.
2. The intelligent merchandising system-based phone toolbar of claim 1, wherein the status module further comprises:
idle submodule: for waiting for an outbound or inbound call;
busy submodule: the intelligent order following system is used for automatically switching to be busy when an outgoing call or an incoming call is in progress;
a minor fallout submodule: when the user has other work and can not call out or call in temporarily, the manual switching is adopted to be in a state of rest;
the idle sub-module, the busy sub-module and the small rest sub-module are connected with each other.
3. The intelligent merchandising system-based phone toolbar of claim 1, wherein the function button module further comprises:
outbound button submodule: the telephone number input device is used for inputting a telephone number in a telephone number frame, then clicking an outbound button and entering a calling state;
the on-hook button submodule is that: the intelligent order following system is used for clicking an on-hook button and automatically cutting off the current call;
hold button submodule: the method is used for consulting colleagues in the communication process without hanging up the phone, pressing the holding button, enabling the client to only hear the music and not the consulting content, displaying the restoring holding button, clicking the holding button after consulting is finished, and continuing to communicate with the client;
the switching button submodule is that: the system is used for clicking the switching button to carry out blind switching when other customer services need to be switched to in the conversation process, after switching, the switching party cannot hear the communication content, and only the switched and pressed party directly communicates with the customer;
consultation button submodule: when the third party is consulted in a non-blind transfer mode, the client can only hear the music and can click to transfer/talk between the three parties/finish the consultation and restore the original conversation;
end consult button submodule: for ending the consultation;
turning to an IVR menu button submodule: for the user to enter a verification number;
three-party call button submodule: when the method is used for calling, a third party is added, and the three parties can communicate with each other;
go to customer satisfaction button submodule: the system is used for evaluating the service after the client hears the voice;
the outbound button submodule, the on-hook button submodule, the hold button submodule, the transfer button submodule, the consultation ending button submodule, the IVR-to-menu button submodule, the three-party call button submodule and the customer satisfaction transferring button submodule are connected with one another.
4. The intelligent merchandising system-based phone toolbar according to any one of claims 1-3, wherein the intelligent merchandising system comprises a left menu navigation bar arranged at the left side of the home interface, a phone toolbar arranged at the uppermost end of the home interface, a Top navigation menu arranged at the lower end of the phone toolbar, a personal information area arranged at the upper right corner of the home interface, and a work area arranged at the right side of the left menu navigation.
5. The intelligent order-following system-based telephone toolbar according to claim 4, wherein the left menu navigation bar displays service classes and product classes, the service classes include customer service staff and customer service supervisor, the customer service staff is provided with online customer service, telephone customer service, work order system, order center, account management and workbench options, and simultaneously displays in the Top navigation menu, the customer service supervisor adds voice monitoring options on the basis of the authority of the customer service staff, the product class is connected with an enterprise internal ERP system and customized according to the requirement, and the customized content comprises product management, product class management and carousel map management.
6. The intelligent merchandising system-based phone toolbar of claim 4 wherein the Top navigation menu displays on-line customer service, telephone customer service, work order system, order center and workbench options, click-to-switch work area pages.
7. The intelligent merchandising system-based phone toolbar of claim 4, wherein the work area displays a sales leaderboard, a contact plan and a latest order.
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| CN1897532A (en) * | 2006-06-22 | 2007-01-17 | 上海远界网络科技有限公司 | Tool piece for searching enterprise and calling network |
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