CN113691682A - Skill set switching system and working method thereof - Google Patents

Skill set switching system and working method thereof Download PDF

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Publication number
CN113691682A
CN113691682A CN202110948202.9A CN202110948202A CN113691682A CN 113691682 A CN113691682 A CN 113691682A CN 202110948202 A CN202110948202 A CN 202110948202A CN 113691682 A CN113691682 A CN 113691682A
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China
Prior art keywords
related data
skill set
skill
transfer
data
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CN113691682B (en
Inventor
李毅超
张靖波
谢隆飞
陈飞
臧文娟
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China Construction Bank Corp
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China Construction Bank Corp
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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
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/23—Updating
    • G06F16/235—Update request formulation
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/23—Updating
    • G06F16/2379—Updates performed during online database operations; commit processing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/24—Querying
    • G06F16/242—Query formulation
    • 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
    • H04M3/42136—Administration or customisation of services

Abstract

The invention provides a skill set switching system and a working method thereof, belonging to automatic program design, wherein the system comprises: the OMS platform is used for maintaining the related data of the skill set and transmitting the related data to the contact center platform and the soft phone background server; the softphone background server is used for updating the skill set information in the database according to the related data of the skill set; the contact center platform is used for connecting to the call center according to the skill set related data; and the soft phone front-end interface is used for inquiring the soft phone background server in real time, acquiring skill set information, switching the call center through the contact center platform according to the skill set information and switching the telephone service to the skill set. The invention can realize real-time synchronization of skill sets so as to adjust the service at any time.

Description

Skill set switching system and working method thereof
Technical Field
The invention relates to the technical field of computer data processing, in particular to a skill set switching system and a working method thereof.
Background
This section is intended to provide a background or context to the embodiments of the invention that are recited in the claims. The description herein is not admitted to be prior art by inclusion in this section.
In the prior art, switching data recorded by a front-end interface of a soft phone and routing data of a contact center platform need to be manually and synchronously aligned by technicians on a version day. However, once a month or even once a month or two month version day synchronization has not been able to meet the increasing business demands.
The existing solution is to write the skill set and transit call center data fixed on the front page. If the service personnel modify the page display information or change the skill set switching strategy, the data alignment with the contact center platform is needed on the version days with longer time intervals, and then the switching function can be updated. In recent years, with the larger and larger scale of the service, the division of the service types becomes finer and finer, the adjustment of the skill set becomes more frequent, and the original mode is no longer applicable.
Therefore, how to provide a new solution, which can solve the above technical problems, is a technical problem to be solved in the art.
Disclosure of Invention
The embodiment of the invention provides a skill set switching system, which can realize real-time synchronization of skill sets so as to adjust services at any time, and comprises:
the OMS platform is used for maintaining the related data of the skill set and transmitting the related data to the contact center platform and the soft phone background server;
the softphone background server is used for updating the skill set information in the database according to the related data of the skill set;
the contact center platform is used for connecting to the call center according to the skill set related data;
and the soft phone front-end interface is used for inquiring the soft phone background server in real time, acquiring skill set information, switching the call center through the contact center platform according to the skill set information and switching the telephone service to the skill set.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the OMS platform is specifically configured to:
maintaining skill set related data including transit related data and routing policy related data; the routing strategy related data comprises: the switch routes incoming line data and switched data;
and transmitting the relevant routing strategy data to a contact center platform, and transmitting the relevant transfer data to a soft phone background server.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the OMS platform is further configured to:
the maintenance comprises a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group transfer branch, whether to distinguish workdays, a skill group transfer time period and transfer related data of a skill group transfer call center.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the OMS platform is further configured to:
creating an NFT timing task;
and loading the routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to the contact center platform according to a preset time point.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the OMS platform is further configured to:
and after the routing strategy related data are synchronized to the contact center platform, loading the transfer related data into the NFT timing task through the network file transmission system, and synchronizing the transfer related data to the soft phone background server according to a preset time point.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the softphone background server is specifically configured to:
acquiring transfer related data through NFT timing tasks;
checking whether the transfer related data is complete;
when the transfer related data passes the verification completion, the transfer related data is loaded and analyzed, and the latest skill set data is determined;
and updating the skill group information in the database according to the latest skill group data.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the softphone background server is further configured to:
and when the forwarding related data is not completely verified, judging that the forwarding related data is incomplete, not loading the forwarding related data into a database, and notifying developers and business personnel through error reporting and alarming.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the contact center platform is specifically configured to:
and connecting to the call center through the transfer module according to the routing strategy related data in the skill set related data.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the softphone front-end interface is specifically configured to:
inquiring the soft phone background server in real time through a skill set inquiry interface and a skill set switching inquiry interface issued by the soft phone background server to acquire skill set information;
and according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
In an embodiment of the invention, when the skill set transferring system provided by the embodiment of the present invention is implemented specifically, the softphone front-end interface is further configured to: and performing addition, modification and deletion operations on the skill set in a front-end interface of the soft phone.
In an embodiment of the invention, when the skill set transferring system provided by the embodiment of the present invention is implemented specifically, the softphone front-end interface is further configured to: and adjusting the position and the sequence of each skill set in the soft phone front-end interface.
In an embodiment of the invention, when the skill set transferring system provided by the embodiment of the present invention is implemented specifically, the softphone front-end interface is further configured to: the call center for each skill set transfer is adjusted in the softphone front end interface.
The embodiment of the invention also provides a working method of the skill set switching system, which comprises the following steps:
the OMS platform maintains the related data of the skill set and transmits the data to the contact center platform and the soft phone background server;
the softphone background server updates the skill set information in the database according to the related data of the skill set;
the contact center platform is connected to the call center according to the skill set related data;
the front-end interface of the soft phone inquires the background server of the soft phone in real time to acquire skill set information, and the call center is switched through the contact center platform according to the skill set information to switch the telephone service to the skill set.
When the working method of the skill set switching system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the OMS platform maintains the data related to the skill set, and transmits the data to the contact center platform and the soft phone background server, including:
maintaining skill set related data including transit related data and routing policy related data; the routing strategy related data comprises: the switch routes incoming line data and switched data;
and transmitting the relevant routing strategy data to a contact center platform, and transmitting the relevant transfer data to a soft phone background server.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the maintaining of the transfer related data includes:
the maintenance comprises a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group transfer branch, whether to distinguish workdays, a skill group transfer time period and transfer related data of a skill group transfer call center.
When the working method of the skill set switching system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the transmitting the relevant data of the routing policy to the contact center platform includes:
creating an NFT timing task;
and loading the routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to the contact center platform according to a preset time point.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the transferring related data is transmitted to the softphone background server, including:
and after the routing strategy related data are synchronized to the contact center platform, loading the transfer related data into the NFT timing task through the network file transmission system, and synchronizing the transfer related data to the soft phone background server according to a preset time point.
When the working method of the skill set switching system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the soft phone background server updates the skill set information in the database according to the related data of the skill set, including:
acquiring transfer related data through NFT timing tasks;
checking whether the transfer related data is complete;
when the transfer related data passes the verification completion, the transfer related data is loaded and analyzed, and the latest skill set data is determined;
and updating the skill group information in the database according to the latest skill group data.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the working method further includes:
and when the forwarding related data is not completely verified, judging that the forwarding related data is incomplete, not loading the forwarding related data into a database, and notifying developers and business personnel through error reporting and alarming.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the contact center platform is connected to the call center according to the relevant data of the skill set, and the working method includes:
and connecting to the call center through the transfer module according to the routing strategy related data in the skill set related data.
When the working method of the skill set switching system provided by the embodiment of the invention is specifically implemented, in one embodiment, the method includes that a front-end interface of a soft phone queries a background server of the soft phone in real time to acquire skill set information, and switches a call center through a contact center platform according to the skill set information to switch a telephone service to a skill set, and includes the following steps:
inquiring the soft phone background server in real time through a skill set inquiry interface and a skill set switching inquiry interface issued by the soft phone background server to acquire skill set information;
and according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the working method further includes: and performing addition, modification and deletion operations on the skill set in a front-end interface of the soft phone.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the working method further includes: and adjusting the position and the sequence of each skill set in the soft phone front-end interface.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the working method further includes: the call center for each skill set transfer is adjusted in the softphone front end interface.
The embodiment of the present invention further provides a computer device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and when the processor executes the computer program, the working method of the skill set transfer system is implemented.
An embodiment of the present invention further provides a computer-readable storage medium, where a computer program for executing the working method of the skill set transfer system is stored in the computer-readable storage medium.
The skill set switching system and the working method thereof provided by the embodiment of the invention comprise the following steps: the OMS platform is used for maintaining the related data of the skill set and transmitting the related data to the contact center platform and the soft phone background server; the softphone background server is used for updating the skill set information in the database according to the related data of the skill set; the contact center platform is used for connecting to the call center according to the skill set related data; and the soft phone front-end interface is used for inquiring the soft phone background server in real time, acquiring skill set information, switching the call center through the contact center platform according to the skill set information and switching the telephone service to the skill set. The invention can realize real-time synchronization of the skill set so as to adjust the service at any time; skill group display in the front-end interface of the soft phone can be dynamically configured in real time; the switching strategy of the skill set can be synchronized to the seat end from the contact center platform in real time; the seat can set the time point and frequency of data synchronization at will, and the purpose of updating skill set switching at any time is achieved.
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. In the drawings:
fig. 1 is a schematic diagram of a skill set transfer system according to an embodiment of the present invention.
Fig. 2 is a data flow diagram of a skill set transfer system according to an embodiment of the present invention.
Fig. 3 is a schematic diagram illustrating a working method of a skill set transfer system according to an embodiment of the present invention.
Fig. 4 is a schematic diagram of a process of maintaining and transmitting data related to a skill set by an OMS platform in a working method of a skill set transfer system according to an embodiment of the present invention.
Fig. 5 is a schematic diagram of a computer device for executing a working method of the skill set transfer system implemented by the invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention more apparent, the embodiments of the present invention are further described in detail below with reference to the accompanying drawings. The exemplary embodiments and descriptions of the present invention are provided to explain the present invention, but not to limit the present invention.
The invention belongs to automatic program design. Fig. 1 is a schematic diagram of a skill set switching system according to an embodiment of the present invention, and as shown in fig. 1, an embodiment of the present invention provides a skill set switching system, which can implement real-time synchronization of a skill set so as to adjust a service at any time, and the system includes:
the OMS platform 101 is used for maintaining skill set related data and transmitting the data to the contact center platform and the soft phone background server;
the softphone background server 102 is used for updating the skill set information in the database according to the related data of the skill set;
a contact center platform 103 for connecting to a call center according to the skill set related data;
and the soft phone front-end interface 104 is used for inquiring the soft phone background server in real time, acquiring skill set information, switching a call center through the contact center platform according to the skill set information, and switching the telephone service to the skill set.
The skill set switching system provided by the embodiment of the invention comprises: the OMS platform is used for maintaining the related data of the skill set and transmitting the related data to the contact center platform and the soft phone background server; the softphone background server is used for updating the skill set information in the database according to the related data of the skill set; the contact center platform is used for connecting to the call center according to the skill set related data; and the soft phone front-end interface is used for inquiring the soft phone background server in real time, acquiring skill set information, switching the call center through the contact center platform according to the skill set information and switching the telephone service to the skill set. The invention can realize real-time synchronization of the skill set so as to adjust the service at any time; skill group display in the front-end interface of the soft phone can be dynamically configured in real time; the switching strategy of the skill set can be synchronized to the seat end from the contact center platform in real time; the seat can set the time point and frequency of data synchronization at will, and the purpose of updating skill set switching at any time is achieved.
In the embodiment of the invention, the related professional vocabularies are explained as follows:
a contact center platform: a new generation of call center provided by a service provider realizes a platform for voice, video and multimedia communication interaction;
NFT (network File transfer): a network file transfer system;
a seat: the system is a customer service staff for providing bank business consultation and handling service for a client through a telephone bank;
soft phone: a front-end interface with the same dialing and transferring functions as the telephone;
skill set: and the acceptance expert group comprises one or more service types, and when the operator is not familiar with the current acceptance service, the call can be switched to the corresponding skill group.
And OMS: the unified operation and maintenance management system provides a system for configuring routing and switching parameters for the agents for the contact center platform.
In the process of implementing the migration of the bank customer service call platform to the contact center platform, the soft phone operation interface of the seat end based on the contact center platform is realized, and the function of switching skill sets is provided. To realize the normal operation of the transfer function, the front-end interface of the soft phone needs to record the related information of the skill set and the corresponding data of the transfer call center, and needs to be synchronously aligned with the contact center platform in the version day. With the subdivision of service types, the skill sets are increasing day by day, and if the name, the position, the number, the sequence and the call forwarding center of the soft phone front end interface skill set are required to be updated, the version day synchronization of once a month and even once a month or two months cannot meet the service requirements. Based on the pain points, a skill set switching system is developed, and real-time skill set data synchronization can be realized. Fig. 2 is a data flow diagram of a skill set transfer system according to an embodiment of the present invention, and as shown in fig. 2, when a skill set transfer system according to an embodiment of the present invention is implemented, in an embodiment, the data flow diagram may include:
the OMS platform is used for maintaining the related data of the skill set and transmitting the related data to the contact center platform and the soft phone background server;
the softphone background server is used for updating the skill set information in the database according to the related data of the skill set;
the contact center platform is used for connecting to the call center according to the skill set related data;
and the soft phone front-end interface is used for inquiring the soft phone background server in real time, acquiring skill set information, switching the call center through the contact center platform according to the skill set information and switching the telephone service to the skill set.
The invention can realize real-time synchronization of the skill set so as to adjust the service at any time; skill group display in the front-end interface of the soft phone can be dynamically configured in real time; the switching strategy of the skill set can be synchronized to the seat end from the contact center platform in real time; the seat can set the time point and frequency of data synchronization at will, and the purpose of updating skill set switching at any time is achieved.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the OMS platform is specifically configured to:
maintaining skill set related data including transit related data and routing policy related data; the routing strategy related data comprises: the switch routes incoming line data and switched data;
and transmitting the relevant routing strategy data to a contact center platform, and transmitting the relevant transfer data to a soft phone background server.
In an embodiment, the skill set related data comprises at least: forwarding related data and routing policy related data; firstly, maintaining related skill set data comprising transfer related data and routing strategy related data through an OMS platform; the routing strategy related data comprises: the switch routes incoming line data and switched data; and then, transmitting the routing strategy related data to a contact center platform, and transmitting the transfer related data to a soft phone background server.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the OMS platform is further configured to:
the maintenance comprises a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group transfer branch, whether to distinguish workdays, a skill group transfer time period and transfer related data of a skill group transfer call center.
In an embodiment, the forwarding related data includes: the technical group number, the technical group name, the technical group attribution area, the technical group display sequence, the technical group transfer branch, whether to distinguish the working day, the technical group transfer time period and the technical group transfer call center; and maintaining related forwarding data comprising a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group forwarding branch, whether to distinguish a working day, a skill group forwarding time period and a skill group forwarding call center through the OMS platform. The process of maintaining the relevant data through the OMS platform can be used for setting and relevant operations in the OMS platform.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the OMS platform is further configured to:
creating an NFT timing task;
and loading the routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to the contact center platform according to a preset time point.
In the embodiment, the process of transmitting the routing policy related data to the contact center platform through the OMS platform mainly includes: firstly, creating an NFT timing task, then loading routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to a contact center platform according to a preset time point; the preset time point can be set by the seat independently, skill set display can be dynamically configured in real time, and the purpose of updating skill set switching at any time is achieved. The skill set of the front-end interface of the soft phone can be displayed in real time and switched after updating through the timing transmission of the network file transmission system. The agent can set the time and frequency of data synchronization at will without repeated development, and the aim of saving development manpower and self fund can be achieved.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the OMS platform is further configured to:
and after the routing strategy related data are synchronized to the contact center platform, loading the transfer related data into the NFT timing task through the network file transmission system, and synchronizing the transfer related data to the soft phone background server according to a preset time point.
In the embodiment, the process of transmitting the relevant transfer data to the soft phone background server through the OMS platform mainly includes: firstly, judging the result of synchronizing the routing strategy related data to the contact center platform, loading the switching related data into an NFT timing task through a network file transmission system after the routing strategy related data is synchronized to the contact center platform, and synchronizing the switching related data to a soft phone background server according to a preset time point. The preset time point can be set by the seat independently, skill set display can be dynamically configured in real time, and the purpose of updating skill set switching at any time is achieved. The skill set of the front-end interface of the soft phone can be displayed in real time and switched after updating through the timing transmission of the network file transmission system. The agent can set the time and frequency of data synchronization at will without repeated development, and the aim of saving development manpower and self fund can be achieved.
In the embodiment, after the agent sets the detailed skill group information on the OMS platform, the agent sends the detailed skill group information to the NFT timing task through the network file transmission system, firstly, the agent sends routing strategy related information to the contact center platform, and then sends data including a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group switching branch, whether to distinguish a working day, a skill group switching time period, a skill group switching call center and the like to the soft phone background.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the softphone background server is specifically configured to:
acquiring transfer related data through NFT timing tasks;
checking whether the transfer related data is complete;
when the transfer related data passes the verification completion, the transfer related data is loaded and analyzed, and the latest skill set data is determined;
and updating the skill group information in the database according to the latest skill group data.
In the embodiment, the process of updating the skill set information in the database according to the related data of the skill set by the softphone background server mainly comprises the following steps: firstly, connecting an NFT timing task, and acquiring transfer related data through the NFT timing task; then checking whether the transfer related data is complete; when the transfer related data passes the complete verification, judging that the transfer related data is complete, loading and analyzing the transfer related data, and determining the latest skill set data; and finally, updating the skill group information in the database according to the latest skill group data. The soft phone background server loads and analyzes regularly through the regular transmission of the network file transmission system, so that the skill set of the front-end interface of the soft phone can be displayed in real time and switched after updating.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the softphone background server is further configured to:
and when the forwarding related data is not completely verified, judging that the forwarding related data is incomplete, not loading the forwarding related data into a database, and notifying developers and business personnel through error reporting and alarming.
In the embodiment, when the switching related data is determined to be incomplete when the switching related data is not completely verified in the process of verifying whether the switching related data is complete, the switching related data is not loaded into the database, developers and business personnel are notified through error reporting and alarming, and the reasons for the incomplete switching related data are found through the developers and the business personnel. The soft phone background server loads and analyzes regularly through the regular transmission of the network file transmission system, so that the skill set of the front-end interface of the soft phone can be displayed in real time and switched after updating.
In the embodiment, the softphone background server acquires the latest switching data through the NFT timing task. Firstly, checking whether the data is complete, if not, not loading new data into a database, and simultaneously informing developers and business personnel to find reasons through error reporting and alarming; if the skill set is complete, the latest data is parsed and loaded into the database, so that the agent can perform the transfer operation according to the latest skill set setting.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the contact center platform is specifically configured to:
and connecting to the call center through the transfer module according to the routing strategy related data in the skill set related data.
In the embodiment, the contact center platform comprises a switching module, and after receiving routing strategy related data synchronized by the OMS, the contact center platform is connected to the call center through the switching module according to the routing strategy related data in the skill set related data, and then can be switched to the skill set through the call center.
In an embodiment of the invention, when the skill set switching system provided in the embodiment of the present invention is implemented specifically, the softphone front-end interface is specifically configured to:
inquiring the soft phone background server in real time through a skill set inquiry interface and a skill set switching inquiry interface issued by the soft phone background server to acquire skill set information;
and according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
In the embodiment, the process of inquiring the soft phone background server in real time through the soft phone front end interface to acquire the skill group information, switching the call center through the contact center platform according to the skill group information and switching the telephone service to the skill group mainly comprises the following steps:
firstly, based on a skill set query interface and a skill set transfer query interface issued by a soft phone background server, querying the soft phone background server in real time through the skill set query interface and the skill set transfer query interface issued by the soft phone background server to acquire skill set information; and then, according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
In the embodiment of the invention, the skill set presented by the front-end interface of the soft phone can be dynamically changed, and the switching strategy can be dynamically configured through services, so that the effect of real-time performance is realized.
In an embodiment of the invention, when the skill set transferring system provided by the embodiment of the present invention is implemented specifically, the softphone front-end interface is further configured to: and performing addition, modification and deletion operations on the skill set in a front-end interface of the soft phone.
In an embodiment of the invention, when the skill set transferring system provided by the embodiment of the present invention is implemented specifically, the softphone front-end interface is further configured to: and adjusting the position and the sequence of each skill set in the soft phone front-end interface.
In an embodiment of the invention, when the skill set transferring system provided by the embodiment of the present invention is implemented specifically, the softphone front-end interface is further configured to: the call center for each skill set transfer is adjusted in the softphone front end interface.
In the embodiment, through the skill group query interface and the skill group transfer query interface issued by the soft phone background server, the agent can add, modify and delete skill groups on the front end interface of the soft phone, adjust the position and the sequence of each skill group on the front interface at any time, and adjust the call center transferred by each skill group at the same time.
The skill set presented by the front-end interface of the soft phone can be dynamically changed, and the switching strategy can also be dynamically configured through services, so that the real-time effect is realized; the agent can set the time and frequency of data synchronization at will without repeated development, and the aim of saving development manpower and self fund can be achieved.
In the embodiment of the invention, after the OMS maintains the related routing information of the skill set, the agent synchronizes the data to the soft phone background server at the appointed time point. After receiving the data, the background server can verify, load and analyze the data and update the data into the database. The front-end interface of the soft phone can display the skill set just maintained by the seat through the published interface and simultaneously takes the latest data of the transfer call center, thereby realizing the change of the transfer strategy. The synchronized time point and frequency agents can be maintained by themselves, greatly reducing the skill set display and the updating of the transfer.
The soft phone background server loads and analyzes regularly through the regular transmission of the network file transmission system, so that the skill set of the front-end interface of the soft phone can be displayed in real time and switched after updating.
The seat front-end page skill set display can be dynamically configured in real time; the switching strategy of the skill set can be synchronized to the seat end from the contact center platform in real time; the seat can set the time point and frequency of data synchronization at will, and the purpose of updating skill set switching at any time is achieved.
A skill set transfer system provided by the embodiment of the present invention is briefly described below with reference to specific scenarios:
as shown in fig. 2, a data flow diagram of a skill set switching system according to an embodiment of the present invention is shown, in the skill set switching system according to the embodiment of the present invention, after an OMS maintains relevant routing information of a skill set, an agent synchronizes data to a soft phone background server at an appointed time point; wherein t0-t4 represent different time points, starting at t0 and ending at t 4. After receiving the data, the background server can verify, load and analyze the data and update the data into the database. The front-end interface of the soft phone can display the skill set just maintained by the seat through the published interface and simultaneously takes the latest data of the transfer call center, thereby realizing the change of the transfer strategy. The synchronized time point and frequency agents can be maintained by themselves, greatly reducing the skill set display and the updating of the transfer.
The soft phone background server loads and analyzes regularly through the regular transmission of the network file transmission system, so that the skill set of the front-end interface of the soft phone can be displayed in real time and switched after updating.
The main data flow of the skill set switching system provided by the embodiment of the invention comprises the following steps:
1. data transmission: after the agent sets the detailed skill group information on the OMS platform, the agent sends the detailed skill group information to the NFT timing task through the network file transmission system, firstly, the agent transmits the routing strategy related information to the contact center platform, and then transmits data including skill group numbers, skill group names, skill group attribution areas, skill group display sequences, skill group switching branch lines, whether to distinguish working days, skill group switching time periods, skill group switching call centers and the like to the soft phone background server.
2. Data checking, analyzing and loading: and the soft phone background server acquires the latest switching data through the NFT timing task. Firstly, checking whether the data is complete, if not, not loading new data into a database, and simultaneously informing developers and business personnel to find reasons through error reporting and alarming; if the skill set is complete, the latest data is parsed and loaded into the database, so that the agent can perform the transfer operation according to the latest skill set setting.
3. Interface display and skill set switching: through the skill group query interface and the skill group switching query interface issued by the soft phone background server, the agent can add, modify and delete skill groups on the front end interface of the soft phone, adjust the position and the sequence of each skill group on the front interface at any time, and adjust the call center switched by each skill group at the same time.
Based on the skill set switching system provided by the embodiment of the invention, the skill set presented on the front-end interface can be dynamically changed, and the switching strategy can be dynamically configured through services, so that the real-time effect is realized; furthermore, the agent can set the time and frequency of data synchronization at will without repeated development, and the purposes of saving development manpower and self fund can be achieved.
The skill set switching system based on the contact center platform has the following advantages that: 1. the seat front-end page skill set display can be dynamically configured in real time; 2. the switching strategy of the skill set can be synchronized to the seat end from the contact center platform in real time; 3. the seat can set the time point and frequency of data synchronization at will, and the purpose of updating skill set switching at any time is achieved.
The embodiment of the invention also provides a working method of the skill set switching system, which is described in the following embodiment. Because the principle of solving the problems of the working method is similar to that of a skill set switching system, the implementation of the working method can be referred to that of the skill set switching system, and repeated details are not repeated.
Fig. 3 is a schematic diagram of a working method of a skill set transfer system according to an embodiment of the present invention, and as shown in fig. 3, an embodiment of the present invention further provides a working method of a skill set transfer system, which may include:
step 301: the OMS platform maintains the related data of the skill set and transmits the data to the contact center platform and the soft phone background server;
step 302: the softphone background server updates the skill set information in the database according to the related data of the skill set;
step 303: the contact center platform is connected to the call center according to the skill set related data;
step 304: the front-end interface of the soft phone inquires the background server of the soft phone in real time to acquire skill set information, and the call center is switched through the contact center platform according to the skill set information to switch the telephone service to the skill set.
Fig. 4 is a schematic diagram of a process of maintaining and transmitting data related to a skill set by an OMS platform in a working method of a skill set transfer system according to an embodiment of the present invention, as shown in fig. 4, when the working method of the skill set transfer system according to the embodiment of the present invention is implemented specifically, in an embodiment, the maintaining of the data related to the skill set by the OMS platform is transmitted to a contact center platform and a softphone background server, and includes:
step 401: maintaining skill set related data including transit related data and routing policy related data; the routing strategy related data comprises: the switch routes incoming line data and switched data;
step 402: and transmitting the relevant routing strategy data to a contact center platform, and transmitting the relevant transfer data to a soft phone background server.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the maintaining of the transfer related data includes:
the maintenance comprises a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group transfer branch, whether to distinguish workdays, a skill group transfer time period and transfer related data of a skill group transfer call center.
When the working method of the skill set switching system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the transmitting the relevant data of the routing policy to the contact center platform includes:
creating an NFT timing task;
and loading the routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to the contact center platform according to a preset time point.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the transferring related data is transmitted to the softphone background server, including:
and after the routing strategy related data are synchronized to the contact center platform, loading the transfer related data into the NFT timing task through the network file transmission system, and synchronizing the transfer related data to the soft phone background server according to a preset time point.
When the working method of the skill set switching system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the soft phone background server updates the skill set information in the database according to the related data of the skill set, including:
acquiring transfer related data through NFT timing tasks;
checking whether the transfer related data is complete;
when the transfer related data passes the verification completion, the transfer related data is loaded and analyzed, and the latest skill set data is determined;
and updating the skill group information in the database according to the latest skill group data.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the working method further includes:
and when the forwarding related data is not completely verified, judging that the forwarding related data is incomplete, not loading the forwarding related data into a database, and notifying developers and business personnel through error reporting and alarming.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the contact center platform is connected to the call center according to the relevant data of the skill set, and the working method includes:
and connecting to the call center through the transfer module according to the routing strategy related data in the skill set related data.
When the working method of the skill set switching system provided by the embodiment of the invention is specifically implemented, in one embodiment, the method includes that a front-end interface of a soft phone queries a background server of the soft phone in real time to acquire skill set information, and switches a call center through a contact center platform according to the skill set information to switch a telephone service to a skill set, and includes the following steps:
inquiring the soft phone background server in real time through a skill set inquiry interface and a skill set switching inquiry interface issued by the soft phone background server to acquire skill set information;
and according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the working method further includes: and performing addition, modification and deletion operations on the skill set in a front-end interface of the soft phone.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the working method further includes: and adjusting the position and the sequence of each skill set in the soft phone front-end interface.
When the working method of the skill set transfer system provided by the embodiment of the present invention is specifically implemented, in an embodiment, the working method further includes: the call center for each skill set transfer is adjusted in the softphone front end interface.
Fig. 5 is a schematic diagram of a computer device for executing a working method of a skill set transfer system implemented by the present invention, and as shown in fig. 5, an embodiment of the present invention further provides a computer device 501, which includes a memory 502, a processor 503, and a computer program 504 stored on the memory and executable on the processor, and when the processor executes the computer program, the processor implements the working method of the skill set transfer system.
In a specific embodiment, when implementing the working method of the skill set transfer system when the processor executes the computer program, the computer device according to the embodiment of the present invention includes:
the OMS platform maintains the related data of the skill set and transmits the data to the contact center platform and the soft phone background server;
the softphone background server updates the skill set information in the database according to the related data of the skill set;
the contact center platform is connected to the call center according to the skill set related data;
the front-end interface of the soft phone inquires the background server of the soft phone in real time to acquire skill set information, and the call center is switched through the contact center platform according to the skill set information to switch the telephone service to the skill set.
In a specific embodiment of a computer device provided in an embodiment of the present invention, when a processor executes a computer program to implement the working method of the skill set transfer system, the OMS platform maintains data related to a skill set and transmits the data to the contact center platform and the soft phone background server, including:
maintaining skill set related data including transit related data and routing policy related data; the routing strategy related data comprises: the switch routes incoming line data and switched data;
and transmitting the relevant routing strategy data to a contact center platform, and transmitting the relevant transfer data to a soft phone background server.
In an embodiment of the computer device provided in the embodiment of the present invention, when the processor executes the computer program to implement the working method of the skill set transfer system, the maintaining of transfer related data includes:
the maintenance comprises a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group transfer branch, whether to distinguish workdays, a skill group transfer time period and transfer related data of a skill group transfer call center.
In an embodiment of the present invention, when implementing the working method of the skill set switching system when the processor executes the computer program, the computer device transmits data related to a routing policy to a contact center platform, and includes:
creating an NFT timing task;
and loading the routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to the contact center platform according to a preset time point.
In an embodiment of the present invention, when a processor executes a computer program to implement the working method of the skill set transfer system, the transferring related data to the soft phone background server includes:
and after the routing strategy related data are synchronized to the contact center platform, loading the transfer related data into the NFT timing task through the network file transmission system, and synchronizing the transfer related data to the soft phone background server according to a preset time point.
In an embodiment, when implementing the working method of the skill set forwarding system when the processor executes the computer program, the soft phone background server updates the skill set information in the database according to the related data of the skill set, including:
acquiring transfer related data through NFT timing tasks;
checking whether the transfer related data is complete;
when the transfer related data passes the verification completion, the transfer related data is loaded and analyzed, and the latest skill set data is determined;
and updating the skill group information in the database according to the latest skill group data.
In a specific embodiment, when implementing the working method of the skill set transfer system when the processor executes the computer program, the computer device further includes:
and when the forwarding related data is not completely verified, judging that the forwarding related data is incomplete, not loading the forwarding related data into a database, and notifying developers and business personnel through error reporting and alarming.
In an embodiment, when a processor executes the computer program to implement the working method of the skill set transfer system, the connection center platform is connected to the call center according to the data related to the skill set, and the method includes:
and connecting to the call center through the transfer module according to the routing strategy related data in the skill set related data.
In a specific embodiment of a computer device provided in an embodiment of the present invention, when a processor executes a computer program to implement the working method of the skill set transfer system, in one embodiment, a front-end interface of a soft phone queries a background server of the soft phone in real time to obtain skill set information, and transfers a call center through a contact center platform according to the skill set information to transfer a phone service to a skill set, where the method includes:
inquiring the soft phone background server in real time through a skill set inquiry interface and a skill set switching inquiry interface issued by the soft phone background server to acquire skill set information;
and according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
In a specific embodiment, when implementing the working method of the skill set transfer system when the processor executes the computer program, the computer device further includes: and performing addition, modification and deletion operations on the skill set in a front-end interface of the soft phone.
In a specific embodiment, when implementing the working method of the skill set transfer system when the processor executes the computer program, the computer device further includes: and adjusting the position and the sequence of each skill set in the soft phone front-end interface.
In a specific embodiment, when implementing the working method of the skill set transfer system when the processor executes the computer program, the computer device further includes: the call center for each skill set transfer is adjusted in the softphone front end interface.
An embodiment of the present invention further provides a computer-readable storage medium, where a computer program for executing a working method of implementing the skill set transferring system is stored in the computer-readable storage medium.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the computer program includes:
the OMS platform maintains the related data of the skill set and transmits the data to the contact center platform and the soft phone background server;
the softphone background server updates the skill set information in the database according to the related data of the skill set;
the contact center platform is connected to the call center according to the skill set related data;
the front-end interface of the soft phone inquires the background server of the soft phone in real time to acquire skill set information, and the call center is switched through the contact center platform according to the skill set information to switch the telephone service to the skill set.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the OMS platform maintains data related to the skill set and transmits the data to the contact center platform and the soft phone background server, where the computer program includes:
maintaining skill set related data including transit related data and routing policy related data; the routing strategy related data comprises: the switch routes incoming line data and switched data;
and transmitting the relevant routing strategy data to a contact center platform, and transmitting the relevant transfer data to a soft phone background server.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the computer readable storage medium for maintaining transfer related data includes:
the maintenance comprises a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group transfer branch, whether to distinguish workdays, a skill group transfer time period and transfer related data of a skill group transfer call center.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the computer readable storage medium for transmitting data related to a routing policy to a contact center platform includes:
creating an NFT timing task;
and loading the routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to the contact center platform according to a preset time point.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the computer readable storage medium for transmitting transfer related data to a softphone backend server includes:
and after the routing strategy related data are synchronized to the contact center platform, loading the transfer related data into the NFT timing task through the network file transmission system, and synchronizing the transfer related data to the soft phone background server according to a preset time point.
In an embodiment of the computer-readable storage medium provided by an embodiment of the present invention, when executing a computer program for implementing the working method of the skill set transferring system, the updating, by the softphone backend server, the skill set information in the database according to the data related to the skill set includes:
acquiring transfer related data through NFT timing tasks;
checking whether the transfer related data is complete;
when the transfer related data passes the verification completion, the transfer related data is loaded and analyzed, and the latest skill set data is determined;
and updating the skill group information in the database according to the latest skill group data.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the computer readable storage medium further includes:
and when the forwarding related data is not completely verified, judging that the forwarding related data is incomplete, not loading the forwarding related data into a database, and notifying developers and business personnel through error reporting and alarming.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the method for connecting a contact center platform to a call center according to data related to a skill set includes:
and connecting to the call center through the transfer module according to the routing strategy related data in the skill set related data.
In an embodiment of the computer-readable storage medium, when executing a computer program for implementing the working method of the skill set forwarding system, a front-end interface of a softphone queries a softphone background server in real time to obtain skill set information, and forwards a call center through a contact center platform according to the skill set information to forward a telephone service to a skill set, where the computer-readable storage medium includes:
inquiring the soft phone background server in real time through a skill set inquiry interface and a skill set switching inquiry interface issued by the soft phone background server to acquire skill set information;
and according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the computer readable storage medium further includes: and performing addition, modification and deletion operations on the skill set in a front-end interface of the soft phone.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the computer readable storage medium further includes: and adjusting the position and the sequence of each skill set in the soft phone front-end interface.
In an embodiment, when executing a computer program for implementing the working method of the skill set transfer system, the computer readable storage medium further includes: the call center for each skill set transfer is adjusted in the softphone front end interface.
To sum up, the skill set switching system and the working method thereof provided by the embodiment of the invention comprise: the OMS platform is used for maintaining the related data of the skill set and transmitting the related data to the contact center platform and the soft phone background server; the softphone background server is used for updating the skill set information in the database according to the related data of the skill set; the contact center platform is used for connecting to the call center according to the skill set related data; and the soft phone front-end interface is used for inquiring the soft phone background server in real time, acquiring skill set information, switching the call center through the contact center platform according to the skill set information and switching the telephone service to the skill set. The invention can realize real-time synchronization of the skill set so as to adjust the service at any time; skill group display in the front-end interface of the soft phone can be dynamically configured in real time; the switching strategy of the skill set can be synchronized to the seat end from the contact center platform in real time; the seat can set the time point and frequency of data synchronization at will, and the purpose of updating skill set switching at any time is achieved.
By the invention, after the OMS maintains the related routing information of the skill set, the data is synchronized to the soft phone background server at the appointed time point. After receiving the data, the background server can verify, load and analyze the data and update the data into the database. The front-end interface of the soft phone can display the skill set just maintained by the seat through the published interface and simultaneously takes the latest data of the transfer call center, thereby realizing the change of the transfer strategy. The synchronized time point and frequency agents can be maintained by themselves, greatly reducing the skill set display and the updating of the transfer.
The invention can make the skill group of the front-end interface of the soft phone displayed in real time and switched after updating by the timing transmission of the network file transmission system and the timing loading and analysis of the soft phone background server.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.

Claims (26)

1. A skill set handoff system, comprising:
the OMS platform is used for maintaining the related data of the skill set and transmitting the related data to the contact center platform and the soft phone background server;
the softphone background server is used for updating the skill set information in the database according to the related data of the skill set;
the contact center platform is used for connecting to the call center according to the skill set related data;
and the soft phone front-end interface is used for inquiring the soft phone background server in real time, acquiring skill set information, switching the call center through the contact center platform according to the skill set information and switching the telephone service to the skill set.
2. The system of claim 1, wherein the OMS platform is specifically configured to:
maintaining skill set related data including transit related data and routing policy related data; the routing strategy related data comprises: the switch routes incoming line data and switched data;
and transmitting the relevant routing strategy data to a contact center platform, and transmitting the relevant transfer data to a soft phone background server.
3. The system of claim 2, wherein the OMS platform is further configured to:
the maintenance comprises a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group transfer branch, whether to distinguish workdays, a skill group transfer time period and transfer related data of a skill group transfer call center.
4. The system of claim 2, wherein the OMS platform is further configured to:
creating an NFT timing task;
and loading the routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to the contact center platform according to a preset time point.
5. The system of claim 4, wherein the OMS platform is further configured to:
and after the routing strategy related data are synchronized to the contact center platform, loading the transfer related data into the NFT timing task through the network file transmission system, and synchronizing the transfer related data to the soft phone background server according to a preset time point.
6. The system of claim 4, wherein the softphone backend server is specifically configured to:
acquiring transfer related data through NFT timing tasks;
checking whether the transfer related data is complete;
when the transfer related data passes the verification completion, the transfer related data is loaded and analyzed, and the latest skill set data is determined;
and updating the skill group information in the database according to the latest skill group data.
7. The system of claim 6, wherein the softphone backend server is further configured to:
and when the forwarding related data is not completely verified, judging that the forwarding related data is incomplete, not loading the forwarding related data into a database, and notifying developers and business personnel through error reporting and alarming.
8. The system of claim 4, wherein the contact center platform is specifically configured to:
and connecting to the call center through the transfer module according to the routing strategy related data in the skill set related data.
9. The system of claim 8, wherein the softphone front-end interface is specifically configured to:
inquiring the soft phone background server in real time through a skill set inquiry interface and a skill set switching inquiry interface issued by the soft phone background server to acquire skill set information;
and according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
10. The system of claim 8, wherein the softphone frontend interface is further to: and performing addition, modification and deletion operations on the skill set in a front-end interface of the soft phone.
11. The system of claim 8, wherein the softphone frontend interface is further to: and adjusting the position and the sequence of each skill set in the soft phone front-end interface.
12. The system of claim 8, wherein the softphone frontend interface is further to: the call center for each skill set transfer is adjusted in the softphone front end interface.
13. A method of operating a skill set transfer system, comprising:
the OMS platform maintains the related data of the skill set and transmits the data to the contact center platform and the soft phone background server;
the softphone background server updates the skill set information in the database according to the related data of the skill set;
the contact center platform is connected to the call center according to the skill set related data;
the front-end interface of the soft phone inquires the background server of the soft phone in real time to acquire skill set information, and the call center is switched through the contact center platform according to the skill set information to switch the telephone service to the skill set.
14. The method of operating the system of claim 13 wherein the OMS platform maintaining skill set related data for transmission to the contact center platform and softphone backend server comprises:
maintaining skill set related data including transit related data and routing policy related data; the routing strategy related data comprises: the switch routes incoming line data and switched data;
and transmitting the relevant routing strategy data to a contact center platform, and transmitting the relevant transfer data to a soft phone background server.
15. The method of operation of the system of claim 14, wherein maintaining handoff-related data comprises:
the maintenance comprises a skill group number, a skill group name, a skill group attribution area, a skill group display sequence, a skill group transfer branch, whether to distinguish workdays, a skill group transfer time period and transfer related data of a skill group transfer call center.
16. The method of operating the system of claim 14, wherein transmitting routing policy related data to the contact center platform comprises:
creating an NFT timing task;
and loading the routing strategy related data into the NFT timing task through a network file transmission system, and synchronizing the routing strategy related data to the contact center platform according to a preset time point.
17. The method of claim 16 wherein transferring handoff-related data to a softphone backend server comprises:
and after the routing strategy related data are synchronized to the contact center platform, loading the transfer related data into the NFT timing task through the network file transmission system, and synchronizing the transfer related data to the soft phone background server according to a preset time point.
18. The method of claim 16, wherein the softphone backend server updates the skill set information in the database based on the skill set related data, comprising:
acquiring transfer related data through NFT timing tasks;
checking whether the transfer related data is complete;
when the transfer related data passes the verification completion, the transfer related data is loaded and analyzed, and the latest skill set data is determined;
and updating the skill group information in the database according to the latest skill group data.
19. The method of operating a system of claim 18, further comprising:
and when the forwarding related data is not completely verified, judging that the forwarding related data is incomplete, not loading the forwarding related data into a database, and notifying developers and business personnel through error reporting and alarming.
20. The method of operating the system of claim 16 wherein the contact center platform connects to the call center based on skill set related data, comprising:
and connecting to the call center through the transfer module according to the routing strategy related data in the skill set related data.
21. The method of claim 20, wherein the softphone front-end interface queries the softphone backend server in real-time to obtain the skill set information, and forwards the telephony service to the skill set by forwarding the call center through the contact center platform according to the skill set information, comprising:
inquiring the soft phone background server in real time through a skill set inquiry interface and a skill set switching inquiry interface issued by the soft phone background server to acquire skill set information;
and according to the skill group information, the call center is transferred through the contact center platform, and the telephone service is transferred to the corresponding skill group.
22. The method of operating a system of claim 20, further comprising: and performing addition, modification and deletion operations on the skill set in a front-end interface of the soft phone.
23. The method of operating a system of claim 20, further comprising: and adjusting the position and the sequence of each skill set in the soft phone front-end interface.
24. The method of operating a system of claim 20, further comprising: the call center for each skill set transfer is adjusted in the softphone front end interface.
25. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the method of any one of claims 13 to 24 when executing the computer program.
26. A computer-readable storage medium, characterized in that the computer-readable storage medium stores a computer program for executing a method according to any one of claims 13 to 24.
CN202110948202.9A 2021-08-18 2021-08-18 Skill set switching system and working method thereof Active CN113691682B (en)

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US20120263293A1 (en) * 2011-04-15 2012-10-18 Verizon Patent And Licensing Inc. Dynamic update of skills database
CN111050000A (en) * 2018-10-12 2020-04-21 北京京东尚科信息技术有限公司 Method, device and system for realizing soft phone of call center
CN113067950A (en) * 2021-03-17 2021-07-02 杭州元声象素科技有限公司 Intelligent call platform

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20120263293A1 (en) * 2011-04-15 2012-10-18 Verizon Patent And Licensing Inc. Dynamic update of skills database
CN111050000A (en) * 2018-10-12 2020-04-21 北京京东尚科信息技术有限公司 Method, device and system for realizing soft phone of call center
CN113067950A (en) * 2021-03-17 2021-07-02 杭州元声象素科技有限公司 Intelligent call platform

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