CN1863254A - Method and system of call central service - Google Patents
Method and system of call central service Download PDFInfo
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- CN1863254A CN1863254A CN 200510082988 CN200510082988A CN1863254A CN 1863254 A CN1863254 A CN 1863254A CN 200510082988 CN200510082988 CN 200510082988 CN 200510082988 A CN200510082988 A CN 200510082988A CN 1863254 A CN1863254 A CN 1863254A
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Abstract
The invention provides a serving method of a call center, also providing a call center service system for implementing the serving method, and the method builds an individual telephone directory for each handset user in the call center to make the handset user able to be convenient to make a telephone call by telephone number searching and dialing services of the call center as he is not convenient or will not consult his own telephone dictionary, thus providing individual, convenient, rapid and accurate calling services for users.
Description
Technical field
The present invention relates to a kind of method based on the call center services client, also relate to simultaneously the call center services system that is used to realize this call center services method, belong to computer telephone integration technology (Computer Telephony Integration abbreviates CTI as) field.
Background technology
Along with the continuous development of telecommunication technology and computer technology, both produce gradually intersects and occurs to merge, and has introduced the communication technology in computer realm, has also increased the application of computer technology in telecommunication apparatus.This this new technology of computer telephone integration that just has been born across telecommunications and computer two big fields.The CTI technology is born since one, just constantly develops along with telecommunications and development of computer.Nowadays, it has developed into is not only the comprehensive of computer and phone, but also supports the communication of multiple medium such as fax, Internet, video, voice mail, thereby has realized the fusion of computer and telecommunication technology.
Current, developed into quite complicated computerized communication system based on the call center of CTI technology.In the inside, call center of a typical internet protocol-based, have some equipment so usually: a private branch exchange system that is connected to Public Switched Telephone Network, the mainly exchange of speech of responsible public telephone network; Voice gateways (Gateway) are responsible for carrying out the data in media channel in the public telephone network and the signaling channel are converted to voice communication data based on the IP agreement; Computer telephone integration (CTI) server is responsible for the function that realizes that the quick-witted energy of relevant calculation system and communication system merge mutually; Automatically (Automatic Call Distribution ACD), mainly is responsible for Inbound Calls is automatically assigned on each idle call business seat the call distribution switch; Database server and Internet Server, the mainly service of being responsible for the data content management of call center and providing the internet to use; The seat microcomputer, for internet protocol-based, with the seat that the extension set mode is logined, each operator must dispose one multimedia microcomputer is installed, perhaps, with the seat that simulation extension set mode is logined, each operator must dispose an analog telephone and a microcomputer; The corresponding network facilities that comprises that also the network switch, router and fire compartment wall etc. adopt Internet protocol to insert.
The method of service that above-mentioned CTI service centre adopts at present usually is such: the call center with the mobile secretary platform is an example, when the user need serve, by dialing special service number, be routed to mobile service call center or value-added service center, by interactive voice response (IVR), the Continuous Selection that call center system can utilize the Dual Tone Multifrequency function to come automatic acknowledged client to carry out.When the user was inconvenient to answer mobile phone, by the Call Forwarding service, diverting call was in the voice mail of oneself being scheduled to.By this service, the user is inconvenient or can't receive calls the time, if there are other people to dial user's mobile phone, the user can in time obtain notice.
Another method of service is: when the user is being inconvenient to call or is being inconvenient to search the telephone number that is stored in the mobile phone, can directly call out called subscriber's Name or Designation with voice mode.The call center utilizes automatic speech recognition (Automatic Speech Recognition, ASR) and text voice conversion (Text-To-Speech, TTS) technology, and be registered in the telephone number in the call center database and the mapping table of name in advance, thereby realize automatic calling to the called subscriber through retrieval.
Obviously, first kind of above-mentioned method of service is exactly the function that mobile secretary platform is now provided, and it has only solved when the user is inconvenient to receive calls, and in time for it provides the problem of notice, unpromising user provides the function of calling.Though and second kind of method of service itself provides the function of phonetic dialing, but inherent shortcoming in view of the existing voice recognition technology, can not discern voice messaging expeditiously, the dialect difference of various places in addition, the always difficult people's will to the greatest extent of the effect of actual identification, therefore, the user is now to using this technology not leap.
The patent No. is that 00819003.8 patent of invention " signaling of the incoming call of call center and processing method " discloses a kind of incoming call processing method that is used for the call center.According to this method, the incoming call of call center is sent to call center with calling subscriber's Subscriber Number with the signaling form with the Internet Protocol connection of call center by ISDN switching center by ISDN switching center.Obviously, the technical scheme that this invention provided only solves the handling problem of incoming call, and failing provides further call service for this incoming subscriber.
Summary of the invention
The object of the present invention is to provide a kind of new call center services method.This call center services method is by setting up the telephonic communication record of propertyization one by one in the call center for each user, thereby make the cellphone subscriber inconvenient or when being unwilling to search the telephone directory of oneself, by the service of call center, can call easily.
Another object of the present invention is to provide a kind of call center services system that is used to realize above-mentioned call center services method.
For realizing above-mentioned goal of the invention, the present invention adopts following technical scheme:
A kind of call center services method is characterized in that comprising the steps:
A. be that different user is set up the telephone for special use book respectively in the call center;
When b. the user needs call service, dial and cry the call center, the call center arranges the operator to provide service to it;
C. the user illustrates the object that it desires to dial to the operator;
D. the operator is at the enterprising line retrieval of seat microcomputer, searches the called number that desire is called out from the telephone directory of caller, and application server sends calling to called;
E. behind the called off-hook, application server interrupts the speech channel between caller and the operator, sets up the speech channel between the calling and called, the calling and called conversation;
F. caller or Called Onhook, application server sends interrupt message to called or caller, and all connect release.
Wherein,
Among the described step a, generate this user's telephone number book according to user's telephone number.
Described step b further comprises the steps:
1) special service number at user's place calls center;
2) application server is received calling, searches idle operator;
3) application server sends calling to the operator of free time;
4) operator's off-hook, application server are set up RTP and are connected between user and operator, user and operator's conversation.
In the described steps d, the calling telephone number book is stored in the buffer memory, a character in the every input of the operator called subscriber title, and the called subscriber of mating with input character just searches according to the character of input automatically in the call center from the calling telephone number book;
In the described steps d, the operator retrieves the called subscriber, directly clicks this user's name, and the call center sends instruction according to the telephone directory in the buffer memory, sends dialing.
In the described steps d, be shown to the telephone number that does not comprise this called subscriber in operator's the telephone directory.
A kind of call center services system that realizes above-mentioned call center services method is characterized in that:
This system comprise telephone exchange queue machine, voice gateways, Web server and cti server, application server, database server;
Described telephone exchange queue machine be connected to public switched telephone network (PSTN), voice gateways and this telephone exchange queue machine be connected;
Described voice gateways, cti server, application server, database server are connected on the Tandem Gateway separately, and Web server also is connected on the Tandem Gateway through fire compartment wall;
This Tandem Gateway connects at least one seat microcomputer that the manual calling service is provided.
Call center services method provided by the present invention and call center services system take into full account users' actual demand, the pluses and minuses that exist separately at the prior art scheme, learn from other's strong points to offset one's weaknesses, can provide personalized, convenient, fast and accurate call service for call center user.
Description of drawings
The present invention is further illustrated below in conjunction with the drawings and specific embodiments.
Fig. 1 is the schematic diagram of the call center services system of realization call center services method of the present invention.
Fig. 2 is the summary schematic flow sheet of call center services method provided by the present invention.
Fig. 3 is in the above-mentioned call center services method, realizes the telephone directory book step schematic diagram of retrieval fast.
Fig. 4 is for being example with the Session Initiation Protocol, the signaling process of above-mentioned call center services method.
Embodiment
Fig. 1 is a schematic diagram of realizing the call center services system of call center services method of the present invention.As shown in Figure 1, this call center services system comprise towards the telephone exchange of public switched telephone network (PSTN) queue machine and voice gateways, wherein telephone exchange queue machine be connected to public switched telephone network (PSTN), voice gateways and this telephone exchange queue machine be connected; The Web server and independent cti server, application server, the database server that is provided with that connect the Internet (Internet), above-mentioned voice gateways, cti server, application server, database server are connected on the Tandem Gateway separately, and Web server also is connected on the Tandem Gateway through fire compartment wall.This Tandem Gateway connects a plurality of seat microcomputers that the manual calling service is provided.
In above-mentioned call center services system, be responsible for public switched telephone network (PSTN) realize interface telephone exchange queue machine and voice gateways all be the extensively equipment of employing of existing call center institute.The function that be responsible for cti server carrying out relevant calculation machine system and communication system merge mutually.V.24 interface or the EDSS1 interface (S0 interface) of computer by stored-program control exchange is set up CTI and is communicated to connect, and can also set up CTI by LAN interface and communicate to connect, to realize the call state transmission and to call out control.The service that is provided by the CTI Link middleware of installing on computers, can be backstage CTI use provide call event and group Stateful Inspection, phone control (reply, switching, meeting, hang up, keep, consultation, interruption-free, alternately), associated call data, setting and information position state (logining, withdraw from, prepare, do not prepare, talk about reprocessing) the CTI function of etc.ing, thereby realize that intelligent calling processing, screen eject, voice-and-data is coordinated to shift, application such as initiatively outer group, soft phone.
Above-mentioned service server is mainly finished the service provision function of miscellaneous service.In this server, as long as for clicking a name button on the page of attending a banquet, just can transfer purpose user's number of the seat of call center, realization and purpose client obtain directly and get in touch in real time.Seat can also for the client releases corresponding product and info web in real time, help the client to obtain ideal results according to user's requirement simultaneously.
In this call center services system, each operator must dispose an analog telephone and a pedestal seat microcomputer.Click a name button on this seat page, just can transfer purpose user's number of the seat of call center is realized and the purpose client obtains directly and gets in touch in real time.Seat can also for the client releases corresponding product and info web in real time, help the client to obtain ideal results according to user's requirement simultaneously.
Based on above-mentioned call center services system, call center services method provided by the present invention comprises following step:
1. be that different user is set up the telephone for special use book respectively in the call center;
Promptly to be the user send oneself individual directory to call center to this step, and the call center is stored among the database server.This step mainly solves is the preparation problem of call center when providing service for the user.Typically, the user can duplicate the telephone directory book in the own mobile phone to the call center when this service of registration.In addition, can also pass through Web mode, WAP (WirelessApplication Protocol, WAP (wireless application protocol)) mode, short message mode and manual type and in the call center, set up one's own telephone directory book.In order to protect user's privacy, set up in the process of individual subscriber telephone directory, preferably finish automatically by voice or text prompt that the call center provided by the user, there are not other people to participate in therebetween.User's individual directory is after the call center generates, and the call center promptly can be it and carries out business service.
Concrete business service comprises following step:
2. when the user needs call service, dial and make call center, call center arrange the operator to provide manual service automatically it;
3. the user illustrates the object that it desires to dial to the operator;
4. the operator is at the enterprising line retrieval of seat microcomputer, searches the called number that desire is called out from the telephone directory of caller, and application server sends calling to called;
5. behind the called off-hook, application server interrupts the speech channel between caller and the operator, sets up the speech channel between the calling and called, the calling and called conversation;
6. lead (quilt) and cry on-hook, application server sends interrupt message to being cried by (master), and all connect release.
Above-mentioned step 2 also comprises following substep:
1) special service number of calling user dials call center;
2) application server is received calling, searches idle operator;
3) application server sends calling to the operator of free time;
4) operator's off-hook, application server are set up RTP and are connected between caller and operator, caller and operator's conversation.
In said process, because calling subscriber's number can be obtained by caller identification automatically by the call center, therefore in a single day application server obtains calling subscriber's number, just can judge this calling subscriber's identity, offer the operator thereby from database, directly access this user's telephone number book.If the phone that the calling subscriber uses is registered in the call center, what for example use is public telephone, and then the call center can allow the user that name or user number are provided, and imports password and carry out verification, thereby also can distinguish this calling subscriber's identity.
With reference to shown in Figure 2, by above-mentioned business service step, when calling subscriber A is calling inconvenience or when being unwilling from mobile phone, to search telephone number and calling out, can be by the special service number at the signal-key dialing function place calls center on the own mobile phone, after the connection, the operator who is attended a banquet by calling answers, calling subscriber A tells the title of the called subscriber B that the operator will dial to get final product then, in service server, search the user phone book of prior input by the operator, after finding the targeted customer, by clicking the title of called subscriber B, system realizes dialing automatically, dial the number of called subscriber B, call out switching then and give called subscriber B, be released into simultaneously, out-trunk.
Among above-mentioned business service flow process, just be that with a remarkable difference of prior art user's external call service is finished by artificial (operator) is auxiliary.Compare with voice-dial service based on speech recognition technology, though from seeing that in form automaticity has reduced, but in view of the development level of present speech recognition technology and the expection that may develop to future, we think and abandon speech recognition technology, change by manually carrying out speech recognition, thereby the making call service is provided, technical not only feasible, and success rate of communication is higher, the user also can feel more warm, can be subjected to user's welcome in the practice.In addition, in above-mentioned service process, the operator carries out the telephone number retrieval and the time also adopts our exclusive telephone number retrieval technique, and that guarantees to retrieve finishes in real time.To this, hereinafter also has detailed explanation.
In addition, the phone human relay working also has the different of essence in the human relay working function that the operator provided and the existing enterprise: at first, the existing employed telephone directory book of human relay working is to a unified telephone directory book of all serviced personnel, and the human relay working of being mentioned among the present invention is to everyone privately owned telephone directory book of each serviced personnel, and meaning promptly provides personalized service to each service object; Secondly, existing human relay working institute service object mainly is sub-fraction specific crowds such as enterprise, and the human relay working service object of mentioning among the present invention is the society personnel, has the wide society crowd; The 3rd, existing human relay working is by searching the same telephone directory book of text, and the human relay working of mentioning among the present invention is the telephone directory book by Computer Processing, and not to search telephone number, but find out the title of the object that will dial, utilize the computer telephone integration technology to allow computer go to carry out dialling of telephone number and cry.
In above-mentioned call center services method, fast, telephone number retrieval accurately is the successful key of service.The retrieval of telephone number needs very high real-time, and this just requires telephone number retrieval system can retrieve called subscriber's telephone number fast.For this reason, the present invention adopts our the exclusive quick generation technique of calling telephone number book.The core of this technology is that behind the special service number of caller place calls center, the call center telephone number searching system generates the telephone directory book of caller fast according to calling number searching database system; The calling telephone number book is to be placed in the buffer memory, a character in the every input of the operator called subscriber title, and the telephone directory book of caller is searched automatically according to the character of input by system, lists the called subscriber who matches.Fig. 3 has listed the specific implementation flow process of call center telephone number retrieval.
As seen from Figure 3, to be divided into be three steps for telephone number retrieval:
Generate the telephone directory book of caller according to calling number.All user's telephone number information have been stored in the database.When customer call, if all retrieve all telephone number informations from database at every turn, speed can be slow, do not reach the real-time requirement.If when system loads with in all telephone number informations are from the database read to the buffer memory, this just exists the problem of consistency maintenance, particularly after the user increases by certain mode (for example Web mode) or revises telephone number, need system that buffer memory is carried out real-time update.Because the present invention when the special service number of user's place calls center, can know the number of caller, so, the method that generates the calling telephone number book according to calling number adopted in the present invention.In fact the calling telephone number book is exactly the address list of caller, utilizes this method searching database, and record is few, and speed is fast, and its real-time and accuracy all are guaranteed.
According to called subscriber's title, from the telephone directory book of caller, dynamically retrieve called subscriber's telephone number.The calling telephone number book is to be placed in the buffer memory, a character in the every input of the operator called subscriber title, the called subscriber of mating with input character just searches according to the character of input automatically in the call center from the calling telephone number book, this process does not need searching database again.
Show the called user information find, comprise user's name, but do not comprise privacy information such as telephone number.After the operator directly clicked user profile, telephone number retrieval system did not need to go searching database again, but directly just sent instruction according to the data in the buffer memory, sent dialing.
Behind the special service number of user's place calls center, the call center obtains user's calling number by switch, system shows this user's data automatically then, comprising this user's telephone number book, the operator is by first letter of each word of input called subscriber title or first word of called subscriber, and system can search database server automatically, adopts proprietary retrieval technique, find user's title, in display, show.The call center is in carrying out the call forwarding process, and after the title by display demonstration called subscriber, the business personnel clicks the technology that this name dials, and does not need the call center services personnel to remove to dial called subscriber's number.This mainly adopts the CTI technology to realize dual-tone multifrequency transmission interconnection technique; carry out dialing and switching thereof by service server to called number; do not show concrete number in the numbering directory for the business personnel, thereby increase the fail safe of number, protection user's privacy.Unless the user needs the operator to help it to search telephone number and tells the user, also need the user to tell operator's oneself calling number or user's name, password etc. so certainly.
Figure 4 shows that with the Session Initiation Protocol to be example, the signaling process of above-mentioned call center services method.Another embodiment mode that this signaling process is the method for the invention, the those skilled in the art of field of telecommunications are readily appreciated that according to above-mentioned explanation to the call center services method, just do not describe in detail at this.
Call center services system provided by the present invention and call center services method will become from user A through the call flow of call center calls out the call center earlier, the call center replaces user A to carry out dialing of called subscriber, and this calling be not as the call center just call out central inner other attend a banquet, but arrived the another one peer users.The certain user that changes into of this call flow has brought huge convenience.
Specific embodiment of the present invention has been done detailed explanation to content of the present invention.For one of ordinary skill in the art, any conspicuous change of under the prerequisite that does not deviate from connotation of the present invention it being done all will constitute to infringement of patent right of the present invention, with corresponding legal responsibilities.
Claims (7)
1. a call center services method is characterized in that comprising the steps:
A. be that different user is set up the telephone for special use book respectively in the call center;
When b. the user needs call service, dial and cry the call center, the call center arranges the operator to provide service to it;
C. the user illustrates the object that it desires to dial to the operator;
D. the operator is at the enterprising line retrieval of seat microcomputer, searches the called number that desire is called out from the telephone directory of caller, and application server sends calling to called;
E. behind the called off-hook, application server interrupts the speech channel between caller and the operator, sets up the speech channel between the calling and called, the calling and called conversation;
F. caller or Called Onhook, application server sends interrupt message to called or caller, and all connect release.
2. call center services method as claimed in claim 1 is characterized in that:
Among the described step a, generate this user's telephone number book according to user's telephone number.
3. call center services method as claimed in claim 1 is characterized in that:
Described step b further comprises the steps:
1) special service number at user's place calls center;
2) application server is received calling, searches idle operator;
3) application server sends calling to the operator of free time;
4) operator's off-hook, application server are set up RTP and are connected between user and operator, user and operator's conversation.
4. call center services method as claimed in claim 1 is characterized in that:
In the described steps d, the calling telephone number book is stored in the buffer memory, a character in the every input of the operator called subscriber title, and the called subscriber of mating with input character just searches according to the character of input automatically in the call center from the calling telephone number book.
5. call center services method as claimed in claim 1 is characterized in that comprising the steps:
In the described steps d, the operator retrieves the called subscriber, directly clicks this user's name, and the call center sends instruction according to the telephone directory in the buffer memory, sends dialing.
6. call center services method as claimed in claim 1 is characterized in that comprising the steps:
In the described steps d, be shown to the telephone number that does not comprise this called subscriber in operator's the telephone directory.
7. call center services system that realizes call center services method as claimed in claim 1 is characterized in that:
This system comprise telephone exchange queue machine, voice gateways, Web server and cti server, application server, database server;
Described telephone exchange queue machine be connected to public switched telephone network (PSTN), voice gateways and this telephone exchange queue machine be connected;
Described voice gateways, cti server, application server, database server are connected on the Tandem Gateway separately, and Web server also is connected on the Tandem Gateway through fire compartment wall;
This Tandem Gateway connects at least one seat microcomputer that the manual calling service is provided.
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| Application Number | Priority Date | Filing Date | Title |
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| CN 200510082988 CN1863254A (en) | 2005-07-08 | 2005-07-08 | Method and system of call central service |
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| CN 200510082988 CN1863254A (en) | 2005-07-08 | 2005-07-08 | Method and system of call central service |
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| CN1863254A true CN1863254A (en) | 2006-11-15 |
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Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101771761A (en) * | 2009-01-06 | 2010-07-07 | 郭佳 | Method for realizing invisibility of incoming call number |
| CN101001288B (en) * | 2007-01-25 | 2010-07-28 | 华为技术有限公司 | Method, system and device for implementing switching service |
| CN101409746B (en) * | 2007-10-09 | 2011-02-23 | 北京讯鸟软件有限公司 | Method and system for detecting telephone signal tone facing to call centre |
| CN102891939A (en) * | 2011-07-20 | 2013-01-23 | 中兴通讯股份有限公司 | Method and system for call forwarding and webpage server |
| CN103970849A (en) * | 2014-05-01 | 2014-08-06 | 刘莎 | Internet information universal manual calling service method |
| CN104980331A (en) * | 2014-04-09 | 2015-10-14 | 北京云讯科技发展有限公司 | Mobile internet personal micro communication management platform |
| CN105407242A (en) * | 2015-10-26 | 2016-03-16 | 广州安莱信息通信技术有限公司 | Intelligent calling center system |
| CN107465842A (en) * | 2017-08-14 | 2017-12-12 | 深圳市买买提乐购金融服务有限公司 | The calling-out method and terminal device of call center |
| CN110730426A (en) * | 2019-10-12 | 2020-01-24 | 成都西亿达电子科技有限公司 | Emergency broadcast call center system and method |
-
2005
- 2005-07-08 CN CN 200510082988 patent/CN1863254A/en active Pending
Cited By (11)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101001288B (en) * | 2007-01-25 | 2010-07-28 | 华为技术有限公司 | Method, system and device for implementing switching service |
| CN101409746B (en) * | 2007-10-09 | 2011-02-23 | 北京讯鸟软件有限公司 | Method and system for detecting telephone signal tone facing to call centre |
| CN101771761A (en) * | 2009-01-06 | 2010-07-07 | 郭佳 | Method for realizing invisibility of incoming call number |
| CN102891939A (en) * | 2011-07-20 | 2013-01-23 | 中兴通讯股份有限公司 | Method and system for call forwarding and webpage server |
| CN102891939B (en) * | 2011-07-20 | 2017-05-10 | 中兴通讯股份有限公司 | Method and system for call forwarding and webpage server |
| CN104980331A (en) * | 2014-04-09 | 2015-10-14 | 北京云讯科技发展有限公司 | Mobile internet personal micro communication management platform |
| CN103970849A (en) * | 2014-05-01 | 2014-08-06 | 刘莎 | Internet information universal manual calling service method |
| CN105407242A (en) * | 2015-10-26 | 2016-03-16 | 广州安莱信息通信技术有限公司 | Intelligent calling center system |
| CN107465842A (en) * | 2017-08-14 | 2017-12-12 | 深圳市买买提乐购金融服务有限公司 | The calling-out method and terminal device of call center |
| CN110730426A (en) * | 2019-10-12 | 2020-01-24 | 成都西亿达电子科技有限公司 | Emergency broadcast call center system and method |
| CN110730426B (en) * | 2019-10-12 | 2022-03-18 | 成都西亿达电子科技有限公司 | Emergency broadcast call center system and method |
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