CN117354423A - Computer integrated software telephone system and working method thereof - Google Patents
Computer integrated software telephone system and working method thereof Download PDFInfo
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- CN117354423A CN117354423A CN202311402542.7A CN202311402542A CN117354423A CN 117354423 A CN117354423 A CN 117354423A CN 202311402542 A CN202311402542 A CN 202311402542A CN 117354423 A CN117354423 A CN 117354423A
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- 238000000034 method Methods 0.000 title claims abstract description 26
- 238000004891 communication Methods 0.000 abstract description 8
- 238000004590 computer program Methods 0.000 description 10
- 238000010586 diagram Methods 0.000 description 8
- 230000006870 function Effects 0.000 description 7
- 238000005516 engineering process Methods 0.000 description 3
- 230000010354 integration Effects 0.000 description 3
- 230000002159 abnormal effect Effects 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000004927 fusion Effects 0.000 description 1
- 230000010365 information processing Effects 0.000 description 1
- 238000004519 manufacturing process Methods 0.000 description 1
- 230000003287 optical effect Effects 0.000 description 1
- 238000006467 substitution reaction Methods 0.000 description 1
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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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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
- H04M3/42221—Conversation recording systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention relates to a computer integrated software telephone system and a working method thereof, comprising a mobile phone software telephone, a computer software telephone, a soft telephone call center and a telephone dispatching platform; the telephone dispatching platform is used for receiving telephone traffic sent by the line of an operator and sending the telephone traffic to the soft telephone call center; the soft telephone call center is used for transmitting telephone traffic to the mobile phone software telephone or the computer software telephone. The communication end of the software telephone provided by the invention gets rid of the constraint of hardware, can communicate with a customer by using the software telephone APP, has no limitation of hardware cost and can expand capacity infinitely theoretically, and a customer can call by using the software telephone of the mobile phone end at a seat without a station; in addition, the software telephone provided by the application is fast in iteration upgrading, the agent can be switched to the software telephone to continue working, and the problem is solved more conveniently and rapidly.
Description
Technical Field
The invention belongs to the technical field of computers, and particularly relates to a computer integrated software telephone system and a working method thereof.
Background
The computer telephony integration technology (Computer Telephone Integration) is a telecommunications integration technology for data communications and voice communications network content, integrating computer and telephony technologies, and combining the two functions of telephony and computer information processing. The software phone is client software registered to the software exchange device, and is installed on a notebook computer or a mobile phone, so that the software phone can be used along with a user. Calling and called IP telephony functions can be implemented by assigning legitimate telephone numbers to software phones.
In the related art, the existing software phone is implemented by a computer+hardware phone. For example, most suppliers provide hardware telephone systems, which integrate telephone communication and computer information together through a software and hardware interface and a control device, so as to realize mutual fusion of voice, data and the like and enhance communication capability. The computer may answer the call, play the recorded message, reroute the call, identify the caller (using a caller ID or similar service), and open a screen showing the caller's account, order status, or any other information in the database. The operator (customer service representative, order taker) may then talk to the customer and learn all relevant details. However, the existing agents with partial network points use hardware phones to communicate with clients, and many middle and small network points do not have hardware phones, have no call marks, cannot inquire about the telephone number, are inconvenient to use when the agents are not at stations, and have the problem that the agents cannot communicate with clients when the hardware phones are abnormal. The above problems result in a software phone that is very inconvenient to use.
Disclosure of Invention
In view of the above, the present invention aims to overcome the shortcomings of the prior art, and provide a computer-integrated software telephone system and a working method thereof, so as to solve the problem that the software telephone in the prior art is very inconvenient to use.
In order to achieve the above purpose, the invention adopts the following technical scheme: a computer-integrated software telephony system comprising: a mobile phone software telephone, a computer software telephone, a soft telephone call center and a telephone dispatching platform; the telephone dispatching platform is connected with the soft telephone call center, and the soft telephone call center is also connected with the mobile phone software telephone and the computer software telephone respectively;
the telephone dispatching platform is used for receiving telephone traffic sent by an operator line and sending the telephone traffic to the soft telephone call center;
the soft telephone call center is used for transmitting telephone traffic to the mobile phone software telephone or the computer software telephone.
Further, the soft telephone call center is provided with CTI service dispatch, and the CTI service dispatch sets a dispatch rule;
and the soft telephone call center sends telephone traffic to the mobile phone software telephone and the computer software telephone according to the dispatching rule, and feeds back call state and ticket information to CTI service dispatching.
Further, the soft phone call center is further provided with: and the call center soft switch is used for converting the called mobile phone software telephone to the computer software telephone.
Further, the method further comprises the following steps: an online customer center;
the online customer center is connected with the output end of the telephone dispatching platform;
the online customer center is for voice autonomous services.
Further, the soft phone call center is further provided with:
and the telephone traffic data service database is used for storing the telephone bill information.
The embodiment of the application provides a working method of a computer-integrated software telephone system, which comprises the following steps:
the telephone dispatching platform receives telephone traffic sent by an operator line and sends the telephone traffic to a soft telephone call center;
the soft telephone call center transmits the telephone traffic to the mobile phone software telephone or the computer software telephone.
Further, the soft telephone call center is provided with CTI service dispatch, and the CTI service dispatch sets a dispatch rule; the software telephone outgoing flow comprises:
the call application is initiated to CTI service dispatch by a mobile phone end software telephone or a computer end software telephone, and the CTI service dispatch returns a ticket number
The soft telephone call center receives the ticket number and dispatches the authorized call to CTI service, and CTI service dispatches and generates an initial ticket;
after receiving the calling party and the called party issued by CTI service dispatch and the calling rule, the soft telephone call center starts to initiate a call to the client;
after the soft telephone call center finishes the call, the ticket and the recording are pushed to the CTI service dispatch to carry out call mark.
Further, the soft telephone call center is provided with CTI service dispatch, and the CTI service dispatch sets a dispatch rule; the software telephone call incoming procedure includes:
the telephone dispatching platform receives telephone traffic of an operator and transfers the telephone traffic to a software telephone provider;
the software telephone provider dispatches and inquires the seat list which can be used currently to the CTI service through the soft telephone call center, and simultaneously generates an initial ticket;
after receiving the calling party and the calling rule issued by CTI service dispatch, the soft telephone call center starts to initiate a call to the seat, and pushes various call states to the seat webpage end;
after the soft telephone call center finishes calling the seat, the satisfaction information of the customer is collected, and then the ticket is pushed to the CTI service dispatch, and the recording is carried out, so that the call mark is left.
An embodiment of the present application provides a computer device, including: a memory and a processor, the memory storing a computer program that, when executed by the processor, causes the processor to perform the steps of any of the methods of generating or any of the methods of querying described above.
The embodiment of the application also provides a computer storage medium storing a computer program, where the computer program when executed by a processor causes the processor to execute the steps of any one of the above generation methods or the steps of any one of the query methods.
By adopting the technical scheme, the invention has the following beneficial effects:
the invention provides a computer integrated software telephone system and a working method thereof, wherein the system comprises a mobile phone software telephone, a computer software telephone, a soft telephone call center and a telephone dispatching platform; the telephone dispatch platform is connected with the soft telephone call center, and the soft telephone call center is also connected with the mobile phone software telephone and the computer software telephone respectively; the telephone dispatching platform is used for receiving telephone traffic sent by an operator line and sending the telephone traffic to the soft telephone call center; the soft telephone call center is used for transmitting telephone traffic to the mobile phone software telephone or the computer software telephone. The communication end of the software telephone provided by the invention gets rid of the constraint of hardware, can communicate with a customer by using the software telephone APP, has no limitation of hardware cost and can expand capacity infinitely theoretically, and a customer can call by using the software telephone of the mobile phone end at a seat without a station; in addition, the software telephone provided by the application is fast in iteration upgrading, the agent can be switched to the software telephone to continue working, and the problem is solved more conveniently and rapidly.
Drawings
In order to more clearly illustrate the embodiments of the invention or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described, it being obvious that the drawings in the following description are only some embodiments of the invention, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
FIG. 1 is a schematic diagram of a computer-integrated software telephony system of the present invention;
FIG. 2 is a schematic diagram of the steps of a method of operation of the computer-integrated software telephony system of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the technical solutions of the present invention will be described in detail below. It will be apparent that the described embodiments are only some, but not all, embodiments of the invention. All other embodiments, based on the examples herein, which are within the scope of the invention as defined by the claims, will be within the scope of the invention as defined by the claims.
A specific computer-integrated software telephony system and method of operation thereof provided in embodiments of the present application are described below with reference to the accompanying drawings.
As shown in fig. 1, a computer-integrated software telephony system provided in an embodiment of the present application includes: a mobile phone software telephone, a computer software telephone, a soft telephone call center and a telephone dispatching platform; the telephone dispatching platform is connected with the soft telephone call center, and the soft telephone call center is also connected with the mobile phone software telephone and the computer software telephone respectively;
the telephone dispatching platform is used for receiving telephone traffic sent by an operator line and sending the telephone traffic to the soft telephone call center;
the soft telephone call center is used for transmitting telephone traffic to the mobile phone software telephone or the computer software telephone.
The workflow of the computer integrated software telephone system is as follows: the customer dials the site number, the telephone enters the line of the operator, the line of the operator sends the telephone traffic to the telephone dispatch platform, distribute to AI pronunciation by the telephone dispatch platform, or the soft telephone call center, the software telephone call center keeps the long-chain communication with mobile phone customer end, computer customer end, webpage end of the software telephone.
In some embodiments, the soft phone call center is provided with a CTI service schedule, and the CTI service schedule sets a scheduling rule;
and the soft telephone call center sends telephone traffic to the mobile phone software telephone and the computer software telephone according to the dispatching rule, and feeds back call state and ticket information to CTI service dispatching.
It can be understood that the CTI service dispatch in the present application issues the dispatch rule to the soft phone call center, and the soft phone call center transmits the call state, ticket, and other information back to the CTI service dispatch.
In some embodiments, the soft phone call center is further provided with: and the call center soft switch is used for converting the called mobile phone software telephone to the computer software telephone.
It can be understood that when the user is no longer at the station or needs to leave the station, the computer-side software telephone can be converted to the mobile phone-side software telephone, and the agent can be switched to the software telephone to continue working.
In some embodiments, further comprising: an online customer center;
the online customer center is connected with the output end of the telephone dispatching platform;
the online customer center is for voice autonomous services.
The computer integrated software telephone system provided by the embodiment of the application also has an AI voice function.
The soft telephone call center is also provided with:
and the telephone traffic data service database is used for storing the telephone bill information.
According to the technical scheme, the call ticket information is stored, so that the purpose of call mark remaining is achieved.
As shown in fig. 2, an embodiment of the present application provides a working method of a computer-integrated software telephony system, including:
s101, a telephone dispatching platform receives telephone traffic sent by an operator line and sends the telephone traffic to a soft telephone call center;
s102, the soft telephone call center transmits the telephone traffic to the mobile phone software telephone or the computer software telephone.
In some embodiments, the soft phone call center is provided with a CTI service schedule, and the CTI service schedule sets a scheduling rule; the software telephone outgoing flow comprises:
the call application is initiated to CTI service dispatch by a mobile phone end software telephone or a computer end software telephone, and the CTI service dispatch returns a ticket number
The soft telephone call center receives the ticket number and dispatches the authorized call to CTI service, and CTI service dispatches and generates an initial ticket;
after receiving the calling party and the called party issued by CTI service dispatch and the calling rule, the soft telephone call center starts to initiate a call to the client;
after the soft telephone call center finishes the call, the ticket and the recording are pushed to the CTI service dispatch to carry out call mark.
In some embodiments, the soft phone call center is provided with a CTI service schedule, and the CTI service schedule sets a scheduling rule; the software telephone call incoming procedure includes:
the telephone dispatching platform receives telephone traffic of an operator and transfers the telephone traffic to a software telephone provider;
the software telephone provider dispatches and inquires the seat list which can be used currently to the CTI service through the soft telephone call center, and simultaneously generates an initial ticket;
after receiving the calling party and the calling rule issued by CTI service dispatch, the soft telephone call center starts to initiate a call to the seat, and pushes various call states to the seat webpage end;
after the soft telephone call center finishes calling the seat, the satisfaction information of the customer is collected, and then the ticket is pushed to the CTI service dispatch, and the recording is carried out, so that the call mark is left.
In summary, the present invention provides a computer integrated software telephone system and a working method thereof, wherein the system comprises a mobile phone software telephone, a computer software telephone, a soft telephone call center and a telephone dispatch platform; the telephone dispatch platform is connected with the soft telephone call center, and the soft telephone call center is also connected with the mobile phone software telephone and the computer software telephone respectively; the telephone dispatching platform is used for receiving telephone traffic sent by an operator line and sending the telephone traffic to the soft telephone call center; the soft telephone call center is used for transmitting telephone traffic to the mobile phone software telephone or the computer software telephone. The communication end of the software telephone provided by the invention gets rid of the constraint of hardware, can communicate with a customer by using the software telephone APP, has no limitation of hardware cost and can expand capacity infinitely theoretically, and a customer can call by using the software telephone of the mobile phone end at a seat without a station; in addition, the software telephone provided by the application is fast in iteration upgrading, the agent can be switched to the software telephone to continue working, and the problem is solved more conveniently and rapidly.
It can be understood that the above-provided method embodiments correspond to the above-described apparatus embodiments, and corresponding specific details may be referred to each other and will not be described herein.
It will be appreciated by those skilled in the art that embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, magnetic disk storage, optical storage, and the like) having computer-usable program code embodied therein.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flowchart illustrations and/or block diagrams, and combinations of flows and/or blocks in the flowchart illustrations 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 foregoing is merely illustrative of the present invention, and the present invention is not limited thereto, and any person skilled in the art will readily recognize that variations or substitutions are within the scope of the present invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.
Claims (8)
1. A computer-integrated software telephony system, comprising: a mobile phone software telephone, a computer software telephone, a soft telephone call center and a telephone dispatching platform; the telephone dispatching platform is connected with the soft telephone call center, and the soft telephone call center is also connected with the mobile phone software telephone and the computer software telephone respectively;
the telephone dispatching platform is used for receiving telephone traffic sent by an operator line and sending the telephone traffic to the soft telephone call center;
the soft telephone call center is used for transmitting telephone traffic to the mobile phone software telephone or the computer software telephone.
2. The computer-integrated software telephony system of claim 1, wherein,
the soft telephone call center is provided with CTI service dispatch, and the CTI service dispatch sets a dispatch rule;
and the soft telephone call center sends telephone traffic to the mobile phone software telephone and the computer software telephone according to the dispatching rule, and feeds back call state and ticket information to CTI service dispatching.
3. The computer-integrated software telephony system of claim 2, wherein,
the soft telephone call center is also provided with: and the call center soft switch is used for converting the called mobile phone software telephone to the computer software telephone.
4. The computer-integrated software telephony system of claim 1, further comprising: an online customer center;
the online customer center is connected with the output end of the telephone dispatching platform;
the online customer center is for voice autonomous services.
5. The computer-integrated software telephony system of claim 2, in which the soft telephone call center is further provided with:
and the telephone traffic data service database is used for storing the telephone bill information.
6. A method of operating a computer-integrated software telephony system, comprising:
the telephone dispatching platform receives telephone traffic sent by an operator line and sends the telephone traffic to a soft telephone call center;
the soft telephone call center transmits the telephone traffic to the mobile phone software telephone or the computer software telephone.
7. The method of claim 6, wherein the softphone call center is provided with a CTI service dispatch, the CTI service dispatch setting is to dispatch rules; the software telephone outgoing flow comprises:
the call application is initiated to CTI service dispatch by a mobile phone end software telephone or a computer end software telephone, and the CTI service dispatch returns a ticket number
The soft telephone call center receives the ticket number and dispatches the authorized call to CTI service, and CTI service dispatches and generates an initial ticket;
after receiving the calling party and the called party issued by CTI service dispatch and the calling rule, the soft telephone call center starts to initiate a call to the client;
after the soft telephone call center finishes the call, the ticket and the recording are pushed to the CTI service dispatch to carry out call mark.
8. The method of claim 6, wherein the softphone call center is provided with a CTI service dispatch, the CTI service dispatch setting is to dispatch rules; the software telephone call incoming procedure includes:
the telephone dispatching platform receives telephone traffic of an operator and transfers the telephone traffic to a software telephone provider;
the software telephone provider dispatches and inquires the seat list which can be used currently to the CTI service through the soft telephone call center, and simultaneously generates an initial ticket;
after receiving the calling party and the calling rule issued by CTI service dispatch, the soft telephone call center starts to initiate a call to the seat, and pushes various call states to the seat webpage end;
after the soft telephone call center finishes calling the seat, the satisfaction information of the customer is collected, and then the ticket is pushed to the CTI service dispatch, and the recording is carried out, so that the call mark is left.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202311402542.7A CN117354423A (en) | 2023-10-26 | 2023-10-26 | Computer integrated software telephone system and working method thereof |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202311402542.7A CN117354423A (en) | 2023-10-26 | 2023-10-26 | Computer integrated software telephone system and working method thereof |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN117354423A true CN117354423A (en) | 2024-01-05 |
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ID=89366403
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202311402542.7A Pending CN117354423A (en) | 2023-10-26 | 2023-10-26 | Computer integrated software telephone system and working method thereof |
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| Country | Link |
|---|---|
| CN (1) | CN117354423A (en) |
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2023
- 2023-10-26 CN CN202311402542.7A patent/CN117354423A/en active Pending
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