CN113572905A - Seat adjusting method and device of calling system and readable storage medium - Google Patents
Seat adjusting method and device of calling system and readable storage medium Download PDFInfo
- Publication number
- CN113572905A CN113572905A CN202110889365.4A CN202110889365A CN113572905A CN 113572905 A CN113572905 A CN 113572905A CN 202110889365 A CN202110889365 A CN 202110889365A CN 113572905 A CN113572905 A CN 113572905A
- Authority
- CN
- China
- Prior art keywords
- seat
- call
- identity information
- receiving
- processed
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
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
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/08—Network architectures or network communication protocols for network security for authentication of entities
-
- 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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
Abstract
The application provides a seat adjustment method and device of a calling system and a readable storage medium. The seat adjusting method comprises the following steps: receiving a first login request initiated by a first seat end; the first login request comprises identity information of a first seat on a first seat end, and an original seat on the first seat end is different from the first seat; verifying the identity information of the first seat; after the identity information of the first seat is confirmed to pass verification, acquiring the identifier of the first communication equipment, input by the first seat through a first seat end, of the first seat; binding the identifier of the first call device with the identity information of the first seat; receiving a call to be processed by a first seat; and sending the call to be processed by the first seat to the first call equipment according to the corresponding relation between the identifier of the first call equipment and the identity information of the first seat, so that the first seat answers the call to be processed by the first seat through the first call equipment. The method is used for realizing efficient and convenient seat adjustment.
Description
Technical Field
The present application relates to the field of call system technologies, and in particular, to a method and an apparatus for adjusting a seat of a call system, and a readable storage medium.
Background
The call center can be used as a unified window for providing daily support and service for customers by medium and large-sized companies, the core of the call center is a call system, seat (which can be understood as customer service personnel) information, call equipment information and the like are stored in the call system, and based on the information, the call system carries out call distribution so that the seats can provide daily support and service for the customers.
In the prior art, identity information and phone number information of a seat in a calling system are respectively stored, and in the identity information of the seat, a station of the seat is bound with an identity of the seat; and in the phone number information, the phone number is bound with the station of the seat. After the station of the seat is adjusted, the administrator needs to adjust both the two pieces of information stored respectively, and then the synchronization of the relevant information of the seat can be realized. The adjustment mode has the disadvantages of large adjustment workload, long time consumption and inconvenience.
Disclosure of Invention
An object of the embodiments of the present application is to provide a method and an apparatus for adjusting a seat of a calling system, and a readable storage medium, so as to implement efficient and convenient seat adjustment.
In a first aspect, an embodiment of the present application provides a method for adjusting a seat of a call system, including: receiving a first login request initiated by a first seat end; the first login request comprises identity information of a first seat on a first seat end, and an original seat on the first seat end is different from the first seat; verifying the identity information of the first seat; after the identity information of the first seat is confirmed to pass verification, acquiring an identifier of first communication equipment input by the first seat through the first seat end; binding the identifier of the first call device with the identity information of the first seat; receiving the call to be processed by the first seat; and sending the call to be processed by the first seat to the first call device according to the corresponding relation between the identifier of the first call device and the identity information of the first seat, so that the first seat answers the call to be processed by the first seat through the first call device.
In the embodiment of the application, compared with the prior art, when the position is adjusted, the calling system can be logged in through the position end (namely, the first position end) on the adjusted position, and the calling system automatically binds the talking device with the position based on the relevant information in the login request and the input information of the talking device. Namely, for a calling system, the corresponding relation between a seat and a communication device is dynamically bound, and further for the seat, when a station needs to be replaced, the seat only needs to quit the system on the original station, then logs in the system again on a new station, and inputs related information, so that the binding of the information after the station is adjusted can be realized; the binding relation between the seat and the communication equipment does not need to be independently modified by an administrator, the whole adjustment process is flexible and convenient, and efficient and convenient seat adjustment is realized.
As a possible implementation manner, before the receiving the call to be processed by the first seat, the seat adjustment method further includes: determining an answering channel of the first seat according to a corresponding relation between preset seat identity information and the answering channel; the call to be processed by the first seat is a call from an answering channel of the first seat.
In the embodiment of the application, the seat can answer calls from different answering channels, and the call of the corresponding answering channel can be effectively issued to the call equipment corresponding to the seat through the preset corresponding relationship between the seat identity information and the answering channel.
As a possible implementation manner, the seat adjustment method further includes: receiving a configuration request of an administrator terminal; the configuration request includes: identity information of the second seat, an original answering channel of the second seat and a new answering channel of the second seat; and updating the corresponding relation according to the configuration request.
In the embodiment of the application, the preset corresponding relationship between the identity information and the answering channel can be dynamically updated through a configuration request of an administrator terminal. That is, after the receiving channel is adjusted, the calling system does not need to adjust the related configuration of the call device, does not need to adjust the binding relationship between the seat and the call device, and only needs to adjust the corresponding relationship between the identity information of the seat and the receiving channel, thereby realizing efficient and convenient adjustment of the receiving channel.
As a possible implementation manner, before the receiving the configuration request of the administrator side, the seat adjustment method further includes: receiving an answering channel adjusting request initiated by a second seat end where the second seat is located; the adjustment request comprises a new answering channel of the second seat; and sending the adjustment request to the administrator terminal.
In the embodiment of the application, the configuration request initiated by the administrator terminal can be initiated based on an adjustment request of a seat terminal needing to perform answering channel adjustment, so that the flexible adjustment of the answering channel is realized.
As a possible implementation manner, after the updating the corresponding relationship according to the configuration request, the seat adjustment method further includes: receiving a second login request initiated by the second seat end; the second login request comprises identity information of the second seat; verifying the identity information of the second seat; after the second seat identity information is confirmed to pass verification, acquiring the identifier of the second communication equipment, which is input by the second seat through the second seat end, of the second seat; binding the identifier of the second communication equipment with the identity information of the second seat; determining an answering channel of the second seat according to the updated corresponding relation; receiving the call to be processed by the second seat; the call to be processed by the second seat is a call from an answering channel of the second seat; and sending the call to be processed by the second seat to the second communication equipment according to the corresponding relation between the identifier of the second communication equipment and the identity information of the second seat, so that the second seat answers the call to be processed by the second seat through the second communication equipment.
In the embodiment of the application, after the answering channel is adjusted and the seat logs in the system again, the calling system determines the answering channel of the seat according to the updated corresponding relation so as to realize effective issuing of the call after the answering channel is adjusted.
In a second aspect, an embodiment of the present application provides a seat adjustment apparatus for a call system, where the apparatus includes a seat adjustment method for implementing the call system described in the first aspect and any one of the possible implementation manners of the first aspect.
In a third aspect, an embodiment of the present application provides a readable storage medium, where a computer program is stored on the readable storage medium, and when the computer program is executed by a computer, the method for adjusting a seat of a call system is performed as described in the first aspect and any one of the possible implementation manners of the first aspect.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are required to be used in the embodiments of the present application will be briefly described below, it should be understood that the following drawings only illustrate some embodiments of the present application and therefore should not be considered as limiting the scope, and that those skilled in the art can also obtain other related drawings based on the drawings without inventive efforts.
Fig. 1 is a schematic structural diagram of a call system according to an embodiment of the present application;
fig. 2 is a flowchart of a method for adjusting a seat of a call system according to an embodiment of the present application;
FIG. 3 is an exemplary diagram of a seat entry interface provided by an embodiment of the present application;
FIG. 4 is an exemplary diagram of a landline login interface provided by an embodiment of the present application;
fig. 5 is an exemplary diagram of a traffic configuration interface provided by an embodiment of the present application;
fig. 6 is a schematic structural diagram of a seat adjustment device of a call system according to an embodiment of the present application.
Icon: 100-a calling system; 110-seat end; 120-administrator side; 130-telephony devices; 140-a server; 600-seat adjustment means of the calling system; 610-a receiving module; 620-processing module.
Detailed Description
The technical solutions in the embodiments of the present application will be described below with reference to the drawings in the embodiments of the present application.
Referring to fig. 1, a schematic structural diagram of a paging system 100 according to an embodiment of the present application is shown, where the paging system 100 includes: a seat end 110, an administrator end 120, a telephony device 130 and a server 140. The seat end 110, the administrator end 120 and the call device 130 are respectively connected to the server 140 in a communication manner.
The calling system 100 can be applied to various companies or enterprises, and the companies or the enterprises can provide daily support and service for customers through the calling system 100; on the other hand, the management of the seats is realized. The seat, which can be understood as a person in the call system 100 responsible for receiving the call, i.e. a customer service person, is called a seat since the customer service person usually sits in a fixed location to receive the call.
The seat end 110 may be an electronic device with data processing capability, such as a computer or a tablet. In the call system 100, since the number of seats is plural, the number of seat ends 110 is usually plural.
The administrator side 120 may be an electronic device having a data processing capability, such as a computer or a tablet, in the same hardware form as the seat side 110. In the call system 100, the number of administrators may be one or more. Correspondingly, the number of the administrator terminals 120 may be one or more. It is to be appreciated that the seat and administrator rights are not the same in the call system 100.
In addition, the correspondence between the agent and the agent end 110 and the correspondence between the administrator and the administrator end 120 are not fixed in the call system 100. For example, for the same seat, when the station of the seat is station 1, the seat end 110 corresponding to the seat is the computer end on station 1; when the station of the seat is station 2, the seat end 110 corresponding to the seat is a computer end on station 2; the corresponding relationship between the administrator terminal 120 and the administrator is the same. In other words, the agent end 110 or the administrator end 120 is merely a platform for the agent or administrator to interact with the server 140.
The telephony device 130 may include: main call equipment and branch call equipment. The number of the main call devices can be one or more; the number of sub-call devices may also be one or more. One main call device corresponds to a plurality of sub call devices, the main call device is used for receiving calls of the plurality of sub call devices corresponding to the main call device, and then the server 140 issues the calls based on the configuration relationship.
For example, if the device number of the main call device is 001, the device numbers of the corresponding sub-call devices may be: 001-.
As another embodiment, the call devices 130 may not be divided into a main call device and a sub-call device, and all calls of the call devices 130 are issued and managed by the server 140. Such as: when receiving a call of a certain call device 130, the server 140 directly sends the call to the call device 130 according to the identity of the call device 130.
In the embodiment of the present application, the telephony device 130 may be an entity telephony device or a virtual telephony device. The entity communication equipment can be a fixed telephone, a mobile phone and the like. The virtual telephony device may be some telephony software, and in this embodiment, the virtual telephony device may be installed on the seat end 110, so that the seat end 110 serves as both an interaction platform of the seat and the server 140 and the telephony device 130.
The server 140, which is a core data processing platform of the call system 100, interacts with each end to implement the operation of the call system 100.
In the embodiment of the present application, the identity information of the seat is preset on the server 140. As an alternative embodiment, the agent is registered in the call system 100 with identity information before using the call system 100, and after the registration is completed, the identity information of the agent is stored on the server 140. As another alternative, the administrator configures the identity information of each agent in the call system 100 in advance, and then each agent can log in the call system 100 through the identity information provided by the administrator.
Based on the operation mode of the login calling system 100, the relationship between the seat and the communication equipment 130 and the relationship between the seat and the stations are not fixed in the calling system 100, and the seat can log in the calling system 100 when sitting at any station, so that the work of answering the call can be performed.
A brief description of the technical background of the telephony device 130 follows.
With the rapid development and rapid popularization of the internet in the world, the continuous progress and maturity of network technology, the continuous emergence of new technology, and the generation of IP phones; after a few decades of development, it has been widely used globally.
IP telephony is an application of calling using IP network, which refers to a packet network based on IP protocol, including Internet and intranet. Since the voice signal of the IP telephone is transmitted over the IP network, the IP telephone is also called a network telephone. Compared with the traditional analog telephone, the IP telephone has the following advantages:
1. more efficient use of network resources
The IP telephone adopts advanced digital signal processing technology, can compress 64kbps (bit/s) voice signals into data stream with 8kbps (bit/s) or lower code rate, can transmit more calls on the same line than when adopting analog technology, and adopts packet switching technology, can realize statistical multiplexing of channels, and enables the utilization efficiency of network resources to be higher.
2. Can provide cheaper service
The IP telephone is in a digital form as a transmission medium, so that the occupied resource is small, the cost is low, the price is low, and at present, some telecom operators in China start to provide IP telephone service, and the price can be half lower than that of the telephone.
3. Greater compatibility with data services
The IP phone not only includes traditional voice services, but also includes other multimedia real-time communication services, and also provides many convenient value-added services, such as call conversion, call blocking, calling number display, etc.
4. Flexible and convenient networking mode
The IP telephone can be used by plugging in the RJ45 network cable, and does not need to additionally pull the RJ11 telephone line like an analog telephone; when the office seat needs to be adjusted, the telephone can be used by taking a new office seat and plugging a network cable, and a jumper wire does not need to be additionally arranged like an analog telephone.
5. Accords with the development direction of three-in-one network
The IP technology is not only a new trend in the communication field, but also accords with the development direction of three networks into one in the future, so that the market potential is considerable.
The IP telephone is an independent telephone device which takes an IP network protocol as a main communication protocol and takes a network port (or WIFI) as a main interface, has dialing and communication functions and is specially used for the IP telephone.
A call system 100, which is used by a call center on a daily basis, is a system for distributing and scheduling incoming calls and managing calls, and before use, an agent is registered in a call system server through an IP phone. An administrator on the IP telephone needs to configure the address and the port of the server 140 in advance, and relevant information such as an extension number and a password corresponding to the telephone, and the IP telephone can be automatically registered in the server 140 after being networked; when the extension number needs to be adjusted, the relevant configuration such as the extension number, the password and the like in the IP phone needs to be modified, and the modified IP phone is automatically registered in the server 140 after being networked. When a client calls, the calling system 100 allocates the telephone to an idle IP phone, and the IP phone starts ringing after receiving an incoming signal sent by the server 140, and the seat is connected, so that the call can be started.
Based on the above description of the application scenario, referring to fig. 2, a flowchart of a method for adjusting a seat of the call system 100 according to an embodiment of the present application is provided, and the method can be applied to the server 140. The method comprises the following steps:
step 210: and receiving a first login request initiated by a first seat end. The first login request comprises identity information of a first seat on a first seat end, and an original seat on the first seat end is different from the first seat.
Step 220: and verifying the identity information of the first seat.
Step 230: and after the identity information of the first seat is confirmed to pass the verification, acquiring the identifier of the first communication equipment, which is input by the first seat through the first seat end, of the first seat.
Step 240: and binding the identifier of the first call device with the identity information of the first seat.
Step 250: and receiving the call to be processed by the first seat.
Step 260: and sending the call to be processed by the first seat to the first call equipment according to the corresponding relation between the identifier of the first call equipment and the identity information of the first seat, so that the first seat answers the call to be processed by the first seat through the first call equipment.
In the embodiment of the present application, when a seat is adjusted in a station, the call system 100 may be logged in through a seat end (i.e., a first seat end) on the adjusted station, and the call system 100 automatically binds the telephony device 130 with the seat based on the related information in the login request and the input information of the telephony device 130. That is, for the calling system 100, the corresponding relationship between the seat and the communication device 130 is dynamically bound, and further for the seat, when the station needs to be changed, the seat only needs to quit the system at the original station, then logs in the system again at the new station, and inputs related information, so that the binding of the information after the station is adjusted can be realized; the binding relationship between the seat and the call equipment 130 does not need to be independently modified by an administrator, the whole adjustment process is flexible and convenient, and efficient and convenient seat adjustment is realized.
A detailed implementation of steps 210-260 is described next.
Step 210-step 260, the process corresponds to the process flow of the post-seat station adjustment server 140. Thus, in step 210, the original seat on the first seat end is different from the first seat. It is understood that if no position adjustment is performed, the first position is still registered with the call system 100, i.e. the server 140 still performs the process from step 210 to step 260, and therefore, in step 210, there may be no limitation that the original position on the first position is different from the first position, and the limitation is only to embody the specific application of the embodiment of the present application.
The identity information of the first seat may include an employee job number of the first seat. For a seat, a company or business may assign a corresponding employee job number to it. For easy understanding, please refer to fig. 3, which is an exemplary diagram of a login interface of a seat on the seat side, in fig. 3, the seat needs to input a employee number and a password for login, and the password may be a login password set by the seat itself or a login password specified by the call system 100.
After acquiring the identity information of the first seat in step 210, the server 140 first verifies the identity information of the first seat, for example: whether the employee job number is the seat number in the preset employee job number is verified, and whether the identity of the first seat is legal can be understood to be verified. For another example: and verifying whether the login password is consistent with the login password of the preset employee job number.
Correspondingly, if the employee job number is the employee job number in the preset employee job number, and the login password is consistent with the login password of the preset employee job number, determining that the identity information of the first seat passes the verification; and if the employee job number is not the employee job number in the preset employee job number and/or the login password is inconsistent with the login password of the preset employee job number, determining that the identity information of the first seat is not verified.
When it is determined that the identity information of the first seat passes the verification, the server 140 may send feedback information for representing that the identity information passes the verification to the first seat end based on the employee job number, the first seat end displays a corresponding landline login interface after receiving the feedback information, and then the first seat inputs the identifier of the first call device on the landline login interface.
For example, please refer to fig. 4, which is an exemplary diagram of a landline login interface provided in the embodiment of the present application, where a job number of a agent (i.e., an employee job number) is known information, and the agent needs to input an identifier of the telephony device 130, i.e., an extension number in the diagram.
In addition, if the communication device 130 adopts the embodiment of the physical communication device, the first communication device is a telephone or a mobile phone on the station where the first seat is located. If the communication device 130 adopts the virtual communication device implementation, the first communication device is a virtual phone on the first seat end where the first seat is located.
After determining that the identity information of the first agent is not authenticated, the server 140 may send feedback information for indicating that the identity information of the first agent is not authenticated to the first agent, and the first agent outputs indication information for prompting that the account is invalid or the password is incorrect based on the feedback information, so that the first agent re-inputs login information to log in or finds out whether the relevant information is incorrect or not by an administrator, and the like.
Further, if the identity information passes the verification, the first seat may input the identifier of the first telephony device through a telephone login interface of the first seat end, and the first seat end transmits the identifier of the first telephony device to the server 140 after acquiring the identifier of the first telephony device, and then the server 140 acquires the identifier of the first telephony device in step 230.
In step 240, the server 140 binds the identifier of the first telephony device with the identity information of the first seat, i.e. dynamic binding of the corresponding relationship between the seat and the telephony device 130 can be achieved.
In this embodiment, the identifier of one telephony device 130 is only bound with the identity information of one seat, and if the identifier of the first telephony device is not unbound with the original identity information of the seat, in step 240, the identifier of the first telephony device is first unbound with the original identity information of the seat, and then the identifier of the first telephony device is bound with the identity information of the first seat. Similarly, if the identity information of the first seat is not unbound to the original identifier of the communication device 130, in step 240, the identity information of the first seat is unbound to the original identifier of the communication device 130, and then the identity information of the first seat is bound to the identifier of the first communication device.
Of course, as a more effective implementation, the server 140 automatically unbundles the corresponding relationship between the seat and the telephony device 130, which is bound by the seat when the seat logs in the system before, after the seat of the seat end 110 logs out of the system each time, which is equivalent to the time-efficiency of the corresponding relationship between the seat and the telephony device 130. That is, the binding relationship is only valid when the seat logs in the system, so that the corresponding relationship of each binding is guaranteed to be a real-time corresponding relationship, and the binding does not need to be unbound before the binding.
Binding the identity of the first telephony device with the identity information of the first agent in step 240 is equivalent to binding the first telephony device with the first agent. In step 250, a first seat pending call may be received.
In step 250, the server 140 may directly receive the call pending for the first seat; the call to be processed by the first seat may also be received by a preset master call device, which is not limited in the embodiment of the present application.
Further, in step 260, the server 140 issues the call to be processed by the first seat to the first telephony device according to the correspondence between the identifier of the first telephony device and the identity information of the first seat.
For example, assuming that the master device of the first telephony device receives the to-be-processed call, the seat corresponding to the to-be-processed call is the first seat (the correspondence is known information), the server 140 determines the telephony device corresponding to the first seat as the first telephony device based on the correspondence in step 240, and then the server 140 issues the to-be-processed call to the first telephony device, and the first seat can answer the to-be-processed call through the first telephony device.
The embodiment of sending a call by the server 140 belongs to the mature technology in the field, and is not described in detail in the embodiment of the present application.
After the seat is adjusted, the processing flow of the server 140 shows that when the seat needs to adjust the office station, the administrator does not need to modify the extension number and the related configuration of the call device 130 on the new office station, and only the seat needs to input the work number and the password on the new office station to log in the call system 100 again and bind the extension number, so that the whole processing process is very convenient and efficient.
In the calling system 100, each agent can only listen to the call in one fixed listening channel, or can listen to the call in different listening channels based on the difference of the telephone traffic in different time intervals or different requirements. For example: in the morning, the number of the calls in the first receiving channel is large, the number of the calls in the second receiving channel is small, and in the afternoon, if the number of the calls in the first receiving channel is small, a part of the seats in the first receiving channel needs to be adjusted to the calls in the second receiving channel in the afternoon.
In the embodiment of the application, the corresponding relationship between the identity information of the seat and the answering channel can be preset, and the preset corresponding relationship can be modified.
Based on the correspondence, prior to step 250, the method further comprises: and determining the answering channel of the first seat according to the corresponding relation between the preset seat identity information and the answering channel. Correspondingly, the call to be processed by the first seat is a call from the answering channel of the first seat. That is, after determining the answering channel of the first seat, the server 140 issues only the call from the corresponding answering channel to the first call device.
In the embodiment of the application, the seat can answer calls from different answering channels, and the call of the corresponding answering channel is effectively issued to the call equipment corresponding to the seat according to the preset corresponding relationship between the seat identity information and the answering channel.
In the embodiment of the present application, the preset correspondence between the identity information and the listening channel may be configured (modified) by an administrator. Therefore, as an optional implementation, the method further comprises: receiving a configuration request of the administrator terminal 120; the configuration request includes: identity information of the second seat, an original answering channel of the second seat and a new answering channel of the second seat; and updating the corresponding relation between the identity information and the answering channel according to the configuration request.
In this embodiment, the second seat can be understood as a seat that needs to be adjusted in the listening channel. The second seat may be the first seat, or may be another seat except the first seat, and the first and second description modes are used only to distinguish two application scenarios (listening channel adjustment and station adjustment), which does not form a limitation of the embodiment of the present application.
The administrator 120 is the end where the administrator with the receiving channel adjustment authority is located, and for the administrator, the administrator may log in the calling system 100 through the corresponding account and password, and then perform the configuration operation.
For example, referring to fig. 5, an exemplary diagram of a configuration interface of the administrator 120 provided in the embodiment of the present application is shown, in fig. 5, an administrator may configure an audio channel by selecting a channel seat number, for example: the original answering channel is the agent number of the channel one, the administrator modifies the agent number into the agent number of the channel two, the answering channel one is the original answering channel, and the answering channel two is the new answering channel. In addition, on this configuration interface, still include: the identity information of the second seat, which includes the employee name and the job number, may also be other information that can be used to characterize the identity.
Wherein, different answering channels are distinguished by the agent numbers. For example, for the same seat, it has one seat number in the receiving channel 1 and another seat number in the receiving channel 2. Therefore, the channel 1 agent number in fig. 5 represents the agent number corresponding to the answering channel 1, and the channel 2 agent number represents the agent number corresponding to the answering channel 2. The seat number corresponding to the answering channel is bound with the identity information (employee job number) of the employee, and the corresponding seat number can be determined based on the employee job number so as to determine the corresponding answering channel.
For the server 140, based on the configuration request, the answering channel corresponding to the second seat in the original corresponding relationship is modified into a new answering channel, so that the updating of the corresponding relationship can be realized.
In the embodiment of the present application, the preset correspondence between the identity information and the listening channel may be dynamically updated through a configuration request of the administrator terminal 120. That is, after the receiving channel is adjusted, the calling system 100 does not need to adjust the related configuration of the communication device 130, does not need to adjust the binding relationship between the seat and the communication device 130, and only needs to adjust the corresponding relationship between the identity information of the seat and the receiving channel, thereby implementing efficient and convenient adjustment of the receiving channel.
As an alternative, when the second seat needs to adjust the listening channel, the administrator may be notified in an offline or online manner.
If the offline mode is adopted, the second seat can directly find the administrator and inform the administrator that the answering channel needs to be modified.
If on-line, it can be implemented by the calling system 100, and the method further includes: receiving an answering channel adjusting request initiated by a second seat end where a second seat is located; the adjustment request comprises a new answering channel of the second seat; the adjustment request is sent to the administrator side 120.
In this embodiment, the second agent initiates a request for adjusting the listening channel to the server 140 through the second agent end, then the server 140 sends the adjustment request to the administrator end 120, and the administrator end 120 initiates a configuration request based on the adjustment request.
In addition to being implemented through the call system 100, the second agent may also notify the administrator of the need to adjust the listening channel by other online means, such as: the administrator is informed through the social platform (nailing, QQ, wechat, etc.) that the listening channel needs to be adjusted.
In the embodiment of the present application, the configuration request initiated by the administrator terminal 120 may be initiated based on an adjustment request of the seat terminal 110 that needs to perform an adjustment of the listening channel, so as to implement flexible adjustment of the listening channel.
After the server 140 updates the corresponding relationship between the identity information of the agent and the answering channel according to the configuration request, the second agent can log in the call system 100 through the second agent terminal. Thus, the method further comprises: receiving a second login request initiated by a second seat end; the second login request comprises identity information of a second seat; verifying the identity information of the second seat; after the second seat identity information is confirmed to pass the verification, acquiring the identifier of the second communication equipment, which is input by the second seat through the second seat end, of the second seat; binding the identifier of the second communication equipment with the identity information of the second seat; determining an answering channel of the second seat according to the updated corresponding relation; receiving a call to be processed by a second seat; the call to be processed by the second seat is a call from an answering channel of the second seat; and sending the call to be processed by the second seat to the second communication equipment according to the corresponding relation between the identifier of the second communication equipment and the identity information of the second seat, so that the second seat answers the call to be processed by the second seat through the second communication equipment.
In this embodiment, the listening channel of the second agent is the new listening channel in the updated correspondence. For the implementation of other processing flows of the server 140, reference is made to the description of the implementation of steps 210 to 260 in the foregoing embodiments, and the description is not repeated here.
According to the method and the device for adjusting the positions, the fixed binding relationship between the positions and the communication equipment 130 is changed into the dynamic binding relationship. When the seat logs in, the dynamic binding between the seat and the call equipment 130 can be realized only by inputting the identification of the call equipment 130; and when the answering channel is adjusted, other corresponding relations are not required to be changed, the corresponding relation between the seat identity information and the answering channel is only required to be modified, and for the seat, the calling system 100 is only required to be logged in again, so that the adjustment of the answering channel can be realized. Therefore, the seat adjustment method of the embodiment of the application can realize convenient and efficient seat adjustment.
Based on the same inventive concept, please refer to fig. 6, an embodiment of the present application further provides a seat adjusting apparatus 600 of a calling system, which includes a receiving module 610 and a processing module 620.
A receiving module 610, configured to receive a first login request initiated by a first seat end; the first login request comprises identity information of a first seat on a first seat end, and an original seat on the first seat end is different from the first seat.
A processing module 620 configured to: verifying the identity information of the first seat; after the identity information of the first seat is confirmed to pass verification, acquiring an identifier of first communication equipment input by the first seat through the first seat end; binding the identifier of the first call device with the identity information of the first seat; receiving the call to be processed by the first seat; and sending the call to be processed by the first seat to the first call device according to the corresponding relation between the identifier of the first call device and the identity information of the first seat, so that the first seat answers the call to be processed by the first seat through the first call device.
In this embodiment of the present application, the processing module 620 is further configured to: determining an answering channel of the first seat according to a corresponding relation between preset seat identity information and the answering channel; the call to be processed by the first seat is a call from an answering channel of the first seat.
In this embodiment of the application, the receiving module 610 is further configured to: receiving a configuration request of the administrator terminal 120; the configuration request includes: identity information of the second seat, an original answering channel of the second seat and a new answering channel of the second seat; the processing module 620 is further configured to: and updating the corresponding relation according to the configuration request.
In this embodiment of the application, the receiving module 610 is further configured to: receiving an answering channel adjusting request initiated by a second seat end where the second seat is located; the adjustment request comprises a new answering channel of the second seat; the processing module 620 is further configured to send the adjustment request to the administrator 120.
In this embodiment of the application, the receiving module 610 is further configured to: receiving a second login request initiated by the second seat end; the second login request comprises identity information of the second seat. The processing module 620 is further configured to: verifying the identity information of the second seat; after the second seat identity information is confirmed to pass verification, acquiring the identifier of the second communication equipment, which is input by the second seat through the second seat end, of the second seat; binding the identifier of the second communication equipment with the identity information of the second seat; determining an answering channel of the second seat according to the updated corresponding relation; receiving the call to be processed by the second seat; the call to be processed by the second seat is a call from an answering channel of the second seat; and sending the call to be processed by the second seat to the second communication equipment according to the corresponding relation between the identifier of the second communication equipment and the identity information of the second seat, so that the second seat answers the call to be processed by the second seat through the second communication equipment.
The seat adjusting apparatus 600 of the calling system corresponds to the seat adjusting method of the calling system in the foregoing embodiment, and each functional module corresponds to each step of the method, so the implementation of each functional module refers to the implementation of each step, and will not be described again here.
Based on the same inventive concept, the present application further provides a readable storage medium, where a computer program is stored, and when the computer program is executed by a computer, the method for adjusting a seat of the call system 100 according to the foregoing embodiment is executed.
In the embodiments provided in the present application, it should be understood that the disclosed apparatus and method may be implemented in other ways. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units is only one logical division, and there may be other divisions when actually implemented, and for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection of devices or units through some communication interfaces, and may be in an electrical, mechanical or other form.
In addition, units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
Furthermore, the functional modules in the embodiments of the present application may be integrated together to form an independent part, or each module may exist separately, or two or more modules may be integrated to form an independent part.
In this document, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions.
The above description is only an example of the present application and is not intended to limit the scope of the present application, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present application shall be included in the protection scope of the present application.
Claims (10)
1. A method for adjusting a seat in a call system, comprising:
receiving a first login request initiated by a first seat end; the first login request comprises identity information of a first seat on a first seat end, and an original seat on the first seat end is different from the first seat;
verifying the identity information of the first seat;
after the identity information of the first seat is confirmed to pass verification, acquiring an identifier of first communication equipment input by the first seat through the first seat end;
binding the identifier of the first call device with the identity information of the first seat;
receiving the call to be processed by the first seat;
and sending the call to be processed by the first seat to the first call device according to the corresponding relation between the identifier of the first call device and the identity information of the first seat, so that the first seat answers the call to be processed by the first seat through the first call device.
2. An agent adjustment method according to claim 1, wherein prior to said receiving the first pending call, the agent adjustment method further comprises:
determining an answering channel of the first seat according to a corresponding relation between preset seat identity information and the answering channel; the call to be processed by the first seat is a call from an answering channel of the first seat.
3. A seat adjustment method according to claim 2, characterized in that the seat adjustment method further comprises:
receiving a configuration request of an administrator terminal; the configuration request includes: identity information of the second seat, an original answering channel of the second seat and a new answering channel of the second seat;
and updating the corresponding relation according to the configuration request.
4. The seat adjustment method according to claim 3, wherein before the receiving the configuration request from the administrator side, the seat adjustment method further comprises:
receiving an answering channel adjusting request initiated by a second seat end where the second seat is located; the adjustment request comprises a new answering channel of the second seat;
and sending the adjustment request to the administrator terminal.
5. A seat adjustment method according to claim 3, wherein after the updating of the correspondence according to the configuration request, the seat adjustment method further comprises:
receiving a second login request initiated by the second seat end; the second login request comprises identity information of the second seat;
verifying the identity information of the second seat;
after the identity information of the second seat is confirmed to pass verification, acquiring the identifier of the second communication equipment, which is input by the second seat through the second seat end, of the second seat;
binding the identifier of the second communication equipment with the identity information of the second seat;
determining an answering channel of the second seat according to the updated corresponding relation;
receiving the call to be processed by the second seat; the call to be processed by the second seat is a call from an answering channel of the second seat;
and sending the call to be processed by the second seat to the second communication equipment according to the corresponding relation between the identifier of the second communication equipment and the identity information of the second seat, so that the second seat answers the call to be processed by the second seat through the second communication equipment.
6. A seat adjustment apparatus for a calling system, comprising:
the receiving module is used for receiving a first login request initiated by a first seat end; the first login request comprises identity information of a first seat on a first seat end, and an original seat on the first seat end is different from the first seat;
a processing module to:
verifying the identity information of the first seat;
after the identity information of the first seat is confirmed to pass verification, acquiring an identifier of first communication equipment input by the first seat through the first seat end;
binding the identifier of the first call device with the identity information of the first seat;
receiving the call to be processed by the first seat;
and sending the call to be processed by the first seat to the first call device according to the corresponding relation between the identifier of the first call device and the identity information of the first seat, so that the first seat answers the call to be processed by the first seat through the first call device.
7. The seating adjustment device of claim 6, wherein the processing module is further configured to: determining an answering channel of the first seat according to a corresponding relation between preset seat identity information and the answering channel; the call to be processed by the first seat is a call from an answering channel of the first seat.
8. The seating adjustment apparatus of claim 7, wherein the receiving module is further configured to: receiving a configuration request of an administrator terminal; the configuration request includes: identity information of the second seat, an original answering channel of the second seat and a new answering channel of the second seat;
the processing module is further configured to: and updating the corresponding relation according to the configuration request.
9. The seating adjustment apparatus of claim 8, wherein the receiving module is further configured to: receiving an answering channel adjusting request initiated by a second seat end where the second seat is located; the adjustment request comprises a new answering channel of the second seat;
the processing module is further configured to send the adjustment request to the administrator side.
10. A readable storage medium, having stored thereon a computer program which, when executed by a computer, performs a method of seat adjustment for a call system according to any one of claims 1 to 5.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110889365.4A CN113572905A (en) | 2021-08-04 | 2021-08-04 | Seat adjusting method and device of calling system and readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110889365.4A CN113572905A (en) | 2021-08-04 | 2021-08-04 | Seat adjusting method and device of calling system and readable storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN113572905A true CN113572905A (en) | 2021-10-29 |
Family
ID=78170241
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202110889365.4A Pending CN113572905A (en) | 2021-08-04 | 2021-08-04 | Seat adjusting method and device of calling system and readable storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN113572905A (en) |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105072298A (en) * | 2015-07-27 | 2015-11-18 | 携程计算机技术（上海）有限公司 | Telephone operator monitoring system and method of calling center |
| CN105072118A (en) * | 2015-08-14 | 2015-11-18 | 携程计算机技术（上海）有限公司 | Login management system and method for call center seat |
| CN110740218A (en) * | 2019-10-23 | 2020-01-31 | 京东数字科技控股有限公司 | Call request processing method, processing device, electronic equipment and medium |
-
2021
- 2021-08-04 CN CN202110889365.4A patent/CN113572905A/en active Pending
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105072298A (en) * | 2015-07-27 | 2015-11-18 | 携程计算机技术（上海）有限公司 | Telephone operator monitoring system and method of calling center |
| CN105072118A (en) * | 2015-08-14 | 2015-11-18 | 携程计算机技术（上海）有限公司 | Login management system and method for call center seat |
| CN110740218A (en) * | 2019-10-23 | 2020-01-31 | 京东数字科技控股有限公司 | Call request processing method, processing device, electronic equipment and medium |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US7894806B2 (en) | Systems and methods to direct a mobile communications device to a preferred teleconference bridge | |
| US6717938B1 (en) | System controlling use of a communication channel | |
| CN102281364B (en) | Call center system and method for accessing call center system | |
| CN102694932B (en) | Method and system for intelligently accessing call center through mobile internet | |
| US20070280464A1 (en) | Call Management Service | |
| CN1124062C (en) | Concurrent IP based voice and data services via wireless networks | |
| US20100189238A1 (en) | System and Method for Delayed Phone Conferencing | |
| US20070083666A1 (en) | Bandwidth management of multimedia transmission over networks | |
| CN1348662A (en) | Wireless push-to-talk internet broadcast | |
| CN102148775B (en) | Webpage call service gateway, call service system and method | |
| CN108347337A (en) | Conference communication method and apparatus | |
| CN103533189A (en) | Method and apparatus for mobile seat call distribution | |
| CN101217600A (en) | A method and device of inquiring transferring operations | |
| US20070115388A1 (en) | Management of video transmission over networks | |
| CN104811562A (en) | Transmitting, sending and receiving method for contents to be presented during call incoming of called party | |
| CN1288874C (en) | PHS system authentication method | |
| CN111866207B (en) | Audio and video conference system number distribution method and system | |
| CN101610488B (en) | Internet communication tool uniformly coding and dialing system and internet communication tool uniformly coding and dialing method | |
| US20090086948A1 (en) | Method and apparatus for managing audio conferencing | |
| CN101242423B (en) | System and method for realizing open Web conference capability based on HTTP redirection technology | |
| CN113572905A (en) | Seat adjusting method and device of calling system and readable storage medium | |
| CN101227473B (en) | Method and system of main control conference for multimedia communication system | |
| KR20000024101A (en) | Method for providing internet phone service using internet phone list server | |
| CN102438005A (en) | Method, device and system for processing click-to-dial service | |
| CN101635776A (en) | System and method for calling out PSTN by text information of dialog box of instant messenger (IM) |
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 |