RU2724633C1 - Method for redistribution of incoming calls in virtual call centre system - Google Patents

Abstract

FIELD: communication equipment.

SUBSTANCE: invention relates to a cloud system of a virtual automatic telephone system used as call centres. Said technical result is achieved due to the fact that for redistribution of incoming calls in a virtual call centre system using a mobile application pre-loaded and installed on the operator's telephone, by means of which access of mobile application to settings of control system of incoming and outgoing calls is provided, wherein interface of each mobile application is made with possibility of own schedule control settings and redistribution of incoming and outgoing calls, which are stored as a data file and sent to a cloud storage of a call centre server, which redistributes these files between other operators in real time. Cloud call centre server or other operators redirect calls to those operators who have free status.

EFFECT: technical result is a wider range of equipment.

3 cl, 5 dwg

Description

The invention relates to methods for operating a virtual PBX cloud system as call centers and may find application in mobile applications.

Many modern business entities: Outsourcing contact centers, Banks and financial institutions, Online stores and delivery services, Collection agencies, Help services, Insurance companies, Retail, Telecom companies and telecom operators, Tour operators, travel agencies, Airlines and airports, Car dealers and car dealerships , Information aggregators, Medical facilities, Production companies, Transport and logistics companies, Real estate developers and many others actively use call centers in their work with clients.

Currently, full-fledged call centers are changing virtual ones that do not require the purchase of special equipment. A virtual call center is a special service that works in the "cloud" space. They are based on virtual systems that automatically enable communication between the company and customers without the participation of operators.

A well-known virtual PBX system (https://lats.ru/) LLC "Information Systems" (operating since 2009). Has a call center function:

- connecting a multi-line telephone, so that every caller will be able to get an answer to their question around the clock;

- connecting virtual numbers for employees so that the system can switch the subscriber to the right specialist;

- recording conversations for subsequent listening and analysis;

- virtual fax setup;

- call forwarding;

- conferencing, etc.

The virtual call center works through the Internet, so the number of lines for outgoing calls is unlimited. Such a system is controlled through an intuitive program interface. In addition, when changing the actual location of the office, you will not have to change the phone numbers - all call center settings are saved when moving. Using such systems, it is possible to obtain advanced statistics for analysis of the marketing strategy, to control the workload of employees.

The closest analogue is the OCC mobile application Our Call Center 24X7 [https://play.google.com/store/apps/details?id=org.airson.occ], dated 03.09.2018., Which uses the method of redistributing incoming calls in a virtual call center system, characterized by the use of a mobile application previously downloaded and installed on the user's phone, through which the application provides access to the settings of the control system for redistributing incoming and outgoing calls. The operator, auditor or supervisor of the call center, knowing the login and password, enters the system and sees the schedule, flows of incoming and completed calls.

The difference between this mobile application and the call center of the virtual PBX is that access to the call center system can be made through the mobile application.

The solution is chosen for the prototype.

When the call center is working, it is necessary to involve operators, whose task is to see the main indicators of the current shift, including queues, the number of received and missed calls, employment and breaks.

If a lot of operators are involved in call centers, then, based on an analysis of call statistics of past periods and forecasts, the service manager forms a load plan and operator shifts. And the supervisor in real time receives information about the actual status of the queues and compares them with the normative values, the supervisor manages the appointment of agents in the queue as part of the shift, avoiding lowering the level of service below the established standards. The auditor monitors conversations on operators and queues and gives marks on the implementation of service regulations.

Thus, the technical problem of any call center is that in addition to the operators themselves, supervisors and auditors are also involved.

Another technical problem of the virtual call center is the limited structure of work schemes that are loaded into the cloud system of the virtual call center and all the employees of the call center work within the framework of the call distribution scheme between operators and customers. Also, a technical problem is the continuous load of call center operators only with calls from the call center itself. It is very difficult for operators to receive calls from other subscribers personally to the operator or make personal outgoing calls outside the activity of a call center.

In addition, the operator must be located directly in the call center at his computer in order to be able to forward the call to another operator. Being remotely outside a call center with access in cellular mode, the operator can only accept the call forwarded to him, but not redirect it to another operator.

The objective of the invention is to remedy these technical problems. The technical result is:

- reduction in the number of call center operators or a complete rejection of them;

- call center operators can independently distribute calls in addition to the structure of the distribution of calls between operators and customers;

- no need to use the call recording function (you can use the standard any separate applications for recording calls);

- operators do not need to see the main indicators of the current shift, including queues, the number of received and missed calls, employment and breaks;

- there is no need for supervisors and auditors;

- the call center operator, in addition to calls from the call center itself, can also receive calls from other subscribers to him personally or make outgoing calls outside the activity of the call center, which allows the operator to work in several call centers at once;

- being remotely outside the call center with access in cellular mode, the operator can transfer the call to another operator.

The specified technical result is achieved due to the fact that the claimed method of redistributing incoming calls in the virtual call center system, characterized by using a mobile application pre-loaded and installed on the telephone operator, through which provide a mobile application access to the settings of the control system for redistributing incoming and outgoing calls, different the fact that the mobile application provides access to the contact database on the operator’s phone, to the calendar and to control incoming and outgoing calls, the interface of each mobile application being configured with its own settings for managing the schedule and redistributing incoming and outgoing calls, and after changing these settings, they are carried out saving as a data file, in which the parameters of the schedule for receiving incoming calls and making outgoing calls are recorded, and the data file itself is automatically sent via the mobile application add a virtual call center to the cloud server;

Before the moment of making an outgoing call or when the operator receives an incoming call, the mobile application sends via the Internet or an internal Wi-Fi network to the remote server of the call center updated operator parameters, in which the status is “busy”, and at the moment when this conversation ends , the mobile application sends via the Internet or the internal Wi-Fi network to the remote call center server updated operator parameters that indicate the status is “free”, and the updated data file from each call center operator from the call center server is immediately sent via the Internet to the mobile application all other operators at the same time;

when an incoming call arrives at the call center or at the time a planned outgoing call is made from the call center to the subscriber, the call center server reads the operator data files and redistributes the incoming or outgoing call to the call center operator whose call reception parameters are currently optimal and has the status is "free", and if there are several operators with the same optimal status, the call is forwarded randomly or in turn;

if the operator needs to redirect the call on the line to another operator, the operator, using the mobile application interface, which reads the data files of all operators in real time, selects the call center operator of the required qualification or the desired specialization, which has the status of “free”, and forwards the call manually.

Preferably, the data file is named according to the telephone number of the operator, and the call center server reads the data file using the data file name value parameter as the call center operator number.

Preferably, the individual schedule parameters for receiving incoming calls and making outgoing calls are additionally written to the data file, and these parameters are used to change the schedule parameters for receiving incoming calls and making outgoing calls on the call center server.

The invention is illustrated by drawings.

In FIG. 1 shows a block diagram of an algorithm for generating an operator file.

In FIG. 2 shows a block diagram of an algorithm for collecting operator files and forwarding their status to other operators.

In FIG. 3 is a flowchart of the call forwarding algorithm for free agents through the call center and between the operators themselves.

In FIG. Figure 4 shows an example implementation of the method in the form of an application, which shows the interface of the login and password input section for the operator to enter the cloud service of the call center.

In FIG. Figure 5 shows an example of an application interface for selecting contact groups among agents for forwarding calls waiting to them and options for processing waiting calls.

In the drawings: 1 - an incoming call, 2 - an outgoing call, 3 - sending a busy status, 4 - ending a conversation, 5 - sending a free status, 6 - a call center server, 7 - a database, 8 - an operator file, 9, 9.1 - 9.4 - operators, 10 - status of operators, 11 - call forwarding, 12 - call center interface, 13 - name input field, 14 - password input field, 15 - input, 16 - current work calls waiting, 17.1 - 17.3 - subscribers (customers), 18 - call reset, 19 - voice message, 20 - send a call to the automatic call center menu, 21 - call forwarding to another operator.

The implementation of the invention

The method of redistributing incoming calls in the virtual call center system is implemented as follows.

They use a mobile application pre-loaded and installed on the operator’s phone 9. Through this mobile application, they provide access to the settings of the control system for redistributing incoming 1 and outgoing calls 2 (see Fig. 1).

What is new is that the mobile application provides access to the contact database on the operator’s phone, to the calendar and to the management of incoming and outgoing calls. This access is necessary so that the mobile application can manage calls, use the task scheduler in the calendar and receive contact information in order to link the latter with incoming call numbers and quickly identify other operators and subscribers if their numbers are recorded in the phone book of the phone.

The interface of each mobile application is performed using software running on the Android or iOS platform, with the ability to customize the schedule management and redistribution of incoming 1 and outgoing calls 2.

After changing these settings, they are saved in the form of an operator data file 8, which, in addition to status 10 of the operator is “busy” 3 or “free” 5, the schedule parameters for receiving incoming calls and making outgoing calls can be additionally written. These parameters are used to change the schedule settings for receiving incoming calls and making outgoing calls on the call center server, depending on the date and time. For example, an operator sets a task on an outgoing call to a certain subscriber on a certain date at a certain time. If this task updates the task on the call center server, then at the specified date and time the call center server will act on the outgoing call to this subscriber either through the operator from whom the task came, or through other operators, if the operator did not mark that he must connect to this subscriber himself personally. The data file 8 is automatically sent via a mobile application via the Internet or an internal Wi-Fi network to the cloud server 6 of the virtual call center.

The principle of the call center is constructed as follows.

Before the moment of making an outgoing call 2 or when the operator receives an incoming call 1, the mobile application sends via the Internet to the remote server 6 of the call center the updated parameters of the operator 9, in which the status is “busy” 3, and at the moment when this conversation ends, the mobile application sends via the Internet to the remote server 6 of the call center the updated parameters of the operator 9, in which the status is “free” 5. Thus, the operators 9 with the status “busy” 3 do not receive calls. This allows the operator 9, in addition to calling the call center, to also receive calls from other subscribers 17.1-17.3 or to make outgoing calls outside the activity of the call center. The updated data file 8 (see Fig. 2) from each call center operator from the call center server 6 is immediately sent via the Internet or an internal Wi-Fi network to the mobile application of all other operators 9.1-9.4. at the same time, resulting in all the operators 9.1-9.4. on their mobile applications in real time see the status of other operators. And if necessary, the operator manually redirects the call on the line to another operator (see Fig. 3), the operator (for example, 9.1), using the interface of his mobile application that reads the data files of all operators 9 in real time, can choose to transfer the call only that operator (for example, 9.2) a call center of the required qualification or the necessary specialization, which has the status of “free” 5. Choosing an operator with the status of “busy” 3 for forwarding a call to him through the mobile application interface is technically impossible.

When an incoming call 1 arrives at the call center or at the time of making a planned outgoing call 2 from the call center to the subscriber, the call center server 6 also reads data files 8.1-8.4. Operators 9.1-9.4. and redistributes the incoming 1 or outgoing 2 call only to the call center operator whose call reception parameters are currently optimal and has the status “free” 5. In the event that several operators 9 are identified that have the same optimal status 10, the call center server 6 forwards the call randomly or in turn.

When the data file 8, which is sent to the call center server 6, is given a name in accordance with the telephone number of the operator, the call center server 6 reads the data file using the data file name value parameter as the call center operator number. This allows you to reduce the size of the data file 8 and speed up its sending from the operator 9 and receiving the server 6 call center.

The principle of working with a mobile application is as follows.

After downloading and installing the mobile application on your smartphone or i-Phone, the call center operator launches it and enters the login in the field 13 for entering the name and password in the field for entering the password 14 in the interface 12 of the mobile application, presses input 15 (see Fig. 4). If the operator data is correct, the application establishes a connection with the remote server 6 call center.

After entering the account, the operator sees the status board 10 of other operators and the status board of the current work calls 16 pending (see Fig. 5). Operator 9 can handle each of the waiting calls of any of the subscribers (clients of the call center) 17.1, 17.2, 17.3. Moreover, subscribers 17.1-17.3 can be both subscribers of the call center itself, and subscribers with whom the operator communicates independently of the call center.

For example, an operator can process a waiting call of a subscriber 17.1-17.3, by ending the call by pressing call 18, or can start playing a voice message 19 to the subscriber, either send the call to the automatic menu 20 of the call center or transfer calls 21 to another operator 9. Thus, the operator of the 9 call center, in addition to calls from the call center itself, can also receive calls from other subscribers 17.1-17.3 who are personally addressed to it or make outgoing calls outside the activity of the call center. This allows the operator to work simultaneously in several call centers at the same time, which in turn allows you to reduce the number of call center operators or completely abandon them if other specialized personnel of the company take over the functions of the operators. Operators, and so in the process of working with customers, often redirect calls to specialists. Therefore, the entire staff of the company, in view of the larger number than the number of operators, can take over their functions with a small load. In this case, the choice of forwarding to one or another specialist is performed by the server 6 of the call center either by automatic random distribution, or through the automatic voice menu of 20 call center. The principle of the mobile application shows that:

- being remotely outside a call center with access in cellular mode, the operator can transfer the call to another operator;

- call center operators can independently distribute calls in addition to the structure of the distribution of calls between operators and customers;

- there is no need to use the call recording function (you can use the standard any separate applications for recording calls);

- operators do not need to see the main indicators of the current shift, including queues, the number of received and missed calls, employment and breaks (since the operator focuses only on the status of 10 other operators 9 who need to transfer the call;

- There is no need for supervisors and auditors.

Claims (3)

1. A method of redistributing incoming calls in a virtual call center system, characterized by the use of a mobile application pre-loaded and installed on the telephone of an operator, by which the mobile application is provided with access to the settings of the redistributing control system of incoming and outgoing calls, characterized in that the mobile application provides access to the database of contacts on the operator’s phone, to the calendar, and to manage incoming and outgoing calls, the interface of each mobile application being configured with its own settings for managing the schedule and redistributing incoming and outgoing calls, and after changing these settings, they are saved as a data file into which record the schedule parameters for receiving incoming calls and making outgoing calls, and the data file is automatically sent via a mobile application to the cloud server of the virtual call center; Before making an outgoing call or when an operator receives an incoming call, the mobile application sends the operator’s updated parameters to the remote call center server via the Internet or the internal Wi-Fi network, which indicate the status is “busy”, and when this conversation ends, the mobile application sends via the Internet or the internal Wi-Fi network to the remote call center server updated operator parameters that indicate the status is “free”, and the updated data file from each call center operator from the call center server is immediately sent via the Internet to the mobile application of all other operators at the same time; when an incoming call arrives at the call center or at the time a planned outgoing call is made from the call center to the subscriber, the call center server reads the agent data files and redistributes the incoming or outgoing call to the call center operator whose call reception parameters are currently optimal and has the status "free", and in the presence of several operators having the same optimal status, forwards the call randomly or in turn; if necessary, the operator redirects the call on the line to another operator, using the mobile application interface, which reads the data files of all operators in real time, selects the call center operator of the required qualification or the necessary specialization, which has the status of "free", and redirects the call manually . 2. The method according to claim 1, characterized in that the data file is assigned a name in accordance with the telephone number of the operator, and the call center server reads the data file using the value parameter of the data file name as the number of the call center operator. 3. The method according to p. 1 or 2, characterized in that the data file is additionally written individual parameters of the schedule for receiving incoming calls and making outgoing calls, and these parameters are used to change the schedule settings for receiving incoming calls and making outgoing calls on the call server center.

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