TW201840174A - System and method for simultaneously providing customer service telephone and multi-content access accurately provide customer information required for subscribers and effectively reduce customer service labor force costs - Google Patents

Abstract

The invention provides a system and method for simultaneously providing customer service telephone and multi-content access, wherein the system comprises a customer service demand determination module, a SIP communication application server, an information communication cooperation server, a communication media server, a customer service information content server, a database, a content management server, and a customer service delivery server and also has multi-subscriber terminal access customer server content flow process, idle customer service staff sorting delivery process, customer service single platform content management process, and audio phone and display device binding process for subscriber-end and customer service-end. The invention allows different types of subscriber terminals to simultaneously access multiple customer service contents, to select the delivery of the idle customer service personnel and to provide calls and other multiple customer service information content sharing for user-ends and customer service-ends through consistent customer service content management.

Description

 System and method for providing customer service telephone and multiple content access simultaneously  

The present invention relates to a system and method for simultaneously providing customer service telephone and multi-content access, in particular, a method for utilizing information and communication cooperation, and content management and delivery technology to provide multiple customer service content access methods, so that users can borrow By calling the customer service, using the customer service app or the browser to access the Internet, the customer service content established through the consistent content management can be accessed, and the system and method for simultaneous communication and information content sharing between the client and the client can be established.

At present, the common customer service methods include telephone voice customer service and online customer service. The former is provided through the voice telephone network, and may use the general local telephone or the called party payphone. However, pure voice communication is not easy to clearly describe the user's problem and the customer service staff's reply. It also consumes customer service human resources. Therefore, through online customer service such as customer service webpage or customer service app, it can provide users with more visual customer service information content. It is another auxiliary channel for interacting with users, but it lacks immediacy and requires users to Search is also less convenient. In order to be compatible with the advantages of the above two customer service methods, the invention of integrated communication and customer service information content was initiated.

The method proposed by US Pat. No. 9112952 is to accept the customer service request initiated by the user device from the Internet, and obtain related identification information and parameters through the website input, so as to initiate a call to the Call Center by using the third party call control technology. Then initiate a second call to the client phone, then bridge the two calls to establish a call between the user and the client, but the invention does not support the customer service demand dialed by the general phone.

U.S. Patent No. 2012/0257002 A1 proposes a device, system and method for associating a voice telephone with an IP connection display device, so that the phone can send the visualized content to its associated display device after dialing the recipient's payphone. In order to retain the Automatic Calling Number Identification (ANI) and Dialing Identification Service (DNIS), the invention must use the toll-paying telephone. For most enterprises or stores that do not use the payphone of the called party, the customer service telephone application will be greatly limited.

The method proposed by Taiwan Patent No. I427993 is to enable a webpage telephone user to make a webpage telephone request, that is, to configure a dedicated index number for the webpage telephone user, and start the receiving end by the exclusive index number in the dialing number at the receiving end. Interacting with the webpage user of the webpage user, the voice call can still perform webpage interaction functions such as webpage sharing synchronization. However, the invention is still limited to web phone users, and the majority of users who use general local or mobile phones cannot satisfy the need to share information content during the customer service call.

Another Taiwan patent 201603553 proposes a switchboard device for communication control on a webpage and its use method. The switchboard implements the switchboard function in a browser mode, and combines the computer network, the telephone network and the database to display the check-in personnel on the line. Or idle state, and the future words are accurately transferred to the idle personnel extension, and the incoming call user data is displayed, and the call record is saved. However, this invention is only for the information application of the called party, and fails to provide information content to the Talker.

It can be seen that the above various methods of application cannot balance the access and management of the content of the multi-customer service information between the client and the client, and it is not a good designer, and needs to be improved.

In view of the shortcomings derived from the above-mentioned conventional methods, the inventors of the present invention have improved and innovated, and after years of painstaking research, finally successfully developed the system and method for providing customer service telephone and multi-content access while completing the present invention.

The invention provides a system and method for simultaneously providing a customer service telephone and a multi-content access, which comprises (1) providing, at the telephone user terminal, a telephone number and a display capability of the calling terminal in addition to the traditional IVR and the voice customer service telephone. The device is bound by a smart device, so that the general user can obtain the visual customer service information while calling the customer service; (2) providing the binding mechanism of the incoming call to the idle customer service voice phone and the content display device at the customer service terminal. Customer service personnel can share customer service information with users; (3) Provide a single content access and management platform on the customer service platform side, with communication and information content management. The invention combines customer service telephone communication and information content delivery to achieve voice communication and multi-content access interaction between the client and the customer service.

The invention provides a system for simultaneously providing customer service telephone and multiple content access, comprising a customer service demand detection module, receiving customer service requirements from different user terminals, and determining the type of customer service demand, a content management server, providing a customer service terminal A single interface, managing pure voice customer service and capital communication to integrate customer service content, and accessing multimedia information content through a display device, a database, storing customer service content framework and dynamic content information, and storing customer service voices from the content management server and Multimedia information content, a SIP communication application server, performing telephone call service, calling pure voice service and the communication communication integration customer service, a communication media server, accepting the SIP communication application server to transfer pure voice service Call, provide IVR broadcast code collection function, and accept IVR settings and voice source management from the content management server, a customer service information content server, provide user and customer service use display device, can connect to access customer service information content, And accept the content management server for the customer service layout Design and multimedia information content management, a communication communication cooperation server, accepts the authentication and login requirements of the user application installed on the display device, accepts the inquiry of the SIP communication application server to confirm that the incoming call number has been bound to any display. And notifying the user application of the display device to connect to the customer service content server, and accepting the interaction requirement between the customer service content server and the client application, and transmitting communication requirements or changing communication to the SIP communication application server The status, and a customer service delivery server, accepts a pure voice customer service call from the communication media server, and selects an idle customer service agent to make an incoming call and a customer service content delivery of the corresponding display device in the plurality of customer service agents.

The customer service demand detection module is dispersedly built in the SIP communication application server, the resource communication cooperation server and the customer service information content server, respectively detecting the customer service demand from the pure voice phone, the bound display device Phone, customer service app, or browser.

The SIP communication application server and the resource communication cooperation server are required to be divided into forward transmission and reverse transmission, and information can be transmitted using HTTP or HTTPS protocol, and the forward transmission information type includes whether the query gate number is bound to the display device. The user terminal program of the display device bound to the push gate number, the reverse transmission information type is mainly for the display device to request to initiate, end communication or change the communication state.

The communication communication server will be connected to the application installed in the display device, and the application can be an Android or iOS app in a smart phone or a tablet on the user side, and a Windows in a customer service dedicated computer on the client side. Program.

The communication media server has a text-to-speech function, and the content management server can store the customer service text information in the database for playing by voice.

The customer service information content server is a responsive webpage design website, and can provide different types and sizes of display devices to present customer service information content.

The content management server provides a single management interface and account number for each customer, and has a plurality of voice IVR frame templates and information content presentation templates, which can be selected and changed during customer service content management.

The database stores the customer service telephone number, the pure voice customer service entrance address, the voice file link, the customer service information content entry address, the customer service information content and the link, and the customer database link address.

The customer service delivery server accepts the customer service call from the SIP communication application server by using the SIP protocol, and connects to the server via the HTTP or HTTPS server. The transmission information type includes querying whether the incoming door number is bound or displayed. The device, and the customer service content link signal that is pushed to the client display device to be synchronized to the user display device.

The invention provides a method for simultaneously providing a customer service telephone and a multi-content access, the steps comprising: determining a manner in which the user terminal accesses the customer service system; if the user terminal accesses the browser, directly connecting the user terminal to a customer service information content server Corresponding to the customer service information content; if the user terminal is accessed by the application program, in addition to directly connecting to the customer service information content, and providing the user to click on the customer service information content to click on the customer service personnel, and clicking the application program to notify the capital communication communication server Binding the application to the calling user ID, directing the customer service call of the application to a customer service dispatch server; if the user terminal is accessed by telephone, the call is sent by a SIP communication application server through a communication media server Playing the voice guide, querying whether the calling communication number of the communication communication server is bound to the display device, and if bound, requesting the communication communication server to push the customer service content link message to the bound display device, and calling Guided to the customer service delivery server; the user's display device can be connected after receiving the push broadcast To the customer service information content; and the idle customer service personnel inspection and delivery process.

If the customer service terminal uses the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery steps are as follows: the IP Centrex door number of all the customer service personnel is bound to the display device in advance; and the IP Centrex multi-channel automatic line hunting function is found. Any idle customer service door number; the idle customer service door number is triggered by the IMS called party service; the corresponding customer service personnel of the idle customer service door number is connected to the incoming call; the resource communication cooperation server is required to push the incoming user related customer service Linking to the display device bound to the customer service door number; requesting the resource communication cooperation server to push the customer service link information to the binding display device of the incoming user; and the customer service terminal and the user terminal to talk and simultaneously display the customer service content.

If the customer service terminal does not use the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery step is as follows: the telephone number of all the customer service personnel is bound in advance with the display device; the customer service dispatches the server record and maintains the customer service personnel immediately. The customer service dispatch server selects the idle customer service door number according to the established rules; the customer service personnel of the idle customer service door number connects to the incoming call; and the service communication cooperation server pushes the incoming user service link to the customer service door number. The binding display device; the communication communication cooperation server is required to push the customer service connection information to the binding display device of the incoming user; and the customer service terminal talks with the user terminal and simultaneously displays the customer service content.

If the customer service terminal does not use the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery step is as follows: the idle automatic customer service door number is found by the multi-channel automatic line hunting function; the customer service delivery server broadcasts to the display of all the customer service personnel. The device; the customer service personnel of the idle customer service door number connects the incoming call, and the service device sends the server to the display device; the resource communication cooperation server is required to push the customer service link information to the binding display device of the incoming user; The terminal talks with the client and simultaneously displays the customer service content.

The rules for the customer service dispatch server to select the idle customer service door number may be the longest idle time, the shortest service accumulation time, the minimum number of services, or a fixed order.

The customer service single platform content management steps are as follows: connect to the content management server by browser, input account and password to log in to the system; select the type of customer service content to be managed; if it is pure voice customer service, link to the voice customer service content sample page After setting the number of IVR interactive voice layers and the number of options for each level, select to provide the IVR voice source in the recording file, text-to-speech, or instant recording, and write the text or voice content into the database, and finally generate it on the communication media server. Or update the IVR logic; and if it is a multimedia information customer service, link to the information service customer content sample page, set the layout option, color, font, select the content type as text, sound, picture, or video, and upload the content to the data. The library finally generates or updates the web page structure on the customer service content server.

The steps of binding the voice phone to the display device of the client and the client are as follows: the user application is installed according to the display device type; the display device executes the application, and connects to the communication communication server; the application is executed after the application is executed. Enter the phone number to be bound; if the mobile phone number is entered, the communication communication server sends the SMS verification code to the mobile phone registered by the mobile number through the mobile newsletter platform, and the display device inputs the verification code to confirm that the delivery completion is tied to the mobile phone number. If the local telephone number is entered, the local telephone number is used to dial the verification telephone to the SIP communication application server, the communication communication cooperation server is notified, and the confirmation device sends a confirmation to the communication communication cooperation server to complete the local communication. The door number is bound.

The invention provides a system and a method for simultaneously providing a customer service telephone and a multi-content access, and has the following advantages when compared with other conventional technologies:

1. The invention binds the phone number to the display device, so that the user terminal and the customer service terminal can simultaneously have the voice call and the information service content access capability, and provide the user to search for the customer service information, or allow the customer service personnel to talk with the customer service personnel. Guide to the required customer service information, achieve fast information sharing, accurately provide customer service information, and effectively reduce the cost of customer service labor.

2. The present invention provides a user service access method for different types of user terminals through a common customer service access platform, including traditional voice, internet access, and integrated voice communication and information content, thereby improving user coverage of customer service.

3. According to the communication technology adopted by the customer service terminal, the invention can adopt different methods of idle customer service personnel selection and customer service content delivery, expand the application scope of the customer service terminal, and provide the enterprise without the need to build a dedicated customer service system, thereby reducing the overall customer service service construction cost.

4. The invention provides a customer service content management interface for the customer service content administrator, so that each enterprise can perform uploading update including voice customer service and information customer service content on the single management platform according to the customer service content to be provided by the user. Content management is more time efficient.

110‧‧‧Voicephone

120‧‧‧Voicephone

125‧‧‧ display device

130‧‧‧Smart device

140‧‧‧Personal computer or laptop

150‧‧‧Voicephone

155‧‧‧Display device

160‧‧‧Customer Service Content Management Terminal

200‧‧‧Multiple Content Customer Service System

210‧‧‧Customer Service Demand Detection Module

220‧‧‧SIP communication application server

230‧‧‧Communication Cooperation Server

240‧‧‧Communication Media Server

250‧‧‧Customer Information Content Server

260‧‧‧Database

270‧‧‧Content Management Server

280‧‧‧Customer Service Delivery Server

S301~S313‧‧‧Step procedure

S401~S414‧‧‧Step process

S501~S511‧‧‧Step procedure

S601~S610‧‧‧Step procedure

FIG. 1 is a schematic diagram of a multi-content customer service system and an external terminal according to the present invention.

2 is a schematic diagram of the architecture of the multi-content customer service system of the present invention.

FIG. 3 is a flow chart showing the steps of the multi-user terminal receiving the customer service content process according to the present invention.

4 is a flow chart showing the steps of the idle customer service personnel selection and delivery process of the present invention.

FIG. 5 is a flow chart of steps of a customer service single platform content management process according to the present invention.

FIG. 6 is a flow chart showing the steps of the binding process of the voice phone and the display device of the present invention.

Please refer to FIG. 1 , which is a schematic diagram of a multi-content customer service system and an external terminal according to the present invention. The client terminal accessing the customer service system includes a voice phone 110, a voice phone 120, a display device 125 for binding a voice phone, a smart device 130 for installing a customer service app, a personal computer with a browser or a laptop 140, and a customer service terminal. The terminal of the customer service system includes a voice phone 150 of the customer service agent station, a display device 155 bound to the customer service agent phone, and a customer service content management terminal 160. The multi-content customer service system 200 can provide three types of user terminal customer service, including pure voice communication, pure information content, and communication and information content integration services.

Please refer to FIG. 2 , which is a schematic diagram of the architecture of the multi-content customer service system of the present invention. The customer service demand detection module 210 accepts the customer service demand of the user, and determines that the demand is a voice communication of a simple voice communication and a bound display device. Or a pure information link, the module can be built in the SIP communication application server 220 and the communication communication cooperation server 230. The former server processes the service logic of the communication call customer service and directs the call to the communication medium servo. The device 240 is configured to provide a user phone voice IVR; the latter maintains connection with the user app and provides call communication and display device binding to guide the user app to directly link or push the display device bound by the user to access the customer service. The information content provided by the information content server 250. The content management server 270 provides a single management interface for the customer service, and supplies the pure voice content and the information customer service content required by the voice service to the data library 260, and provides the communication media server 240 and the customer service information content server 250 respectively. After the user terminal reads the customer service voice or information content, if the customer service personnel intends to answer the call, the customer service request will be imported into the customer service dispatch server 280, and the phone terminal of the idle customer service personnel and its bound display device are selected to facilitate At the same time as the voice call with the user, the customer service personnel can operate on the display device, and the customer service dispatch server 280 cooperates with the communication communication cooperation server 230 to push the user display device to guide the user to the required customer service information content.

The invention provides a method for simultaneously providing customer service telephone and multi-content access, including a multi-user terminal accessing customer service content method, an idle customer service personnel selection and delivery method, a customer service single platform content management method, and a binding of a voice phone and a display device. The method is described as follows.

Please refer to FIG. 3, which is a flow chart of the steps of the multi-user terminal receiving the customer service content process according to the present invention. The steps include: S301: customer service requirements from various types of user terminals enter the system; S302: detection mode by the customer service demand The group judges that the access mode of the user terminal is a phone, an app or a webpage; S303: if the customer service demand is initiated by the phone, the call is directed by the SIP communication application server to the communication media server to play the interactive voice; S304: SIP communication application server query The communication cooperation server determines whether the incoming call is bound to the display device; S305: if the display device is bound, the communication communication server pushes the message to the bound display device; S306: the display device receives the push broadcast After that, the server can be connected to the customer service information content server to receive the customer service information content; S307: the SIP communication application server receives the call and then directs it to the customer service delivery server; S308: performs the customer service personnel inspection and delivery process; S309 : If the customer service demand is initiated by the App, the customer service app directly links to the customer service information content server; S310: If you click on the guest on the customer service app Telephone; S311: Customer service connection network communication cooperation server binds the App and the user identification of the App, such as the mobile phone number or the VoIP user identification code, and finally performs steps S307 and S308; S312: If the customer service needs Initiated for the browser, linked to the customer service information content server, if you click on the Web-to-dial customer service phone provided on the webpage, the call is directly directed to the customer service delivery server to perform step S308, and can be based on the customer service initiated by the phone. The binding of the telephone door number to its display device is completed according to the display device and the door number binding process (step S313).

Please refer to FIG. 4, which is a flow chart of the steps of the idle customer service personnel selection and delivery process of the present invention, and the customer service delivery process is divided into three categories according to the technology adopted by the customer service terminal, and the steps thereof include: S401: the customer service delivery server receives the customer service. Delivery demand; S402: Customer service terminal phone is IP Centrex door number; S403: Incoming call IP Centrex multi-channel automatic line-hunting service function, find an idle customer service door number; S404: Call the idle door number, and be called through IMS The service trigger setting is set, and the customer service telephone terminal is connected; S405: the user communication service is connected to the display device bound by the idle customer service door number through the communication communication cooperation server; S406: then the customer service is pushed through the communication communication server Linking to the display device bound by the caller's phone; S407: After the client can talk to the client, and simultaneously push the link to the user display device through the communication communication server to synchronously guide the user to obtain the required customer service Content; S408: If the customer service terminal phone is not the IP Centrex door number, but the customer service delivery server maintains and masters all the connected customer service personnel status S409: the customer service delivery server according to the established rules, such as the longest idle time, the shortest service accumulation time, the minimum number of services, the fixed order, etc., select the idle customer service door number; S410: After the incoming call is reached to the idle door number telephone terminal, the execution is performed. Step S405 to step S407; S408: If the customer service terminal phone is not the IP Centrex door number, and the customer service delivery server 280 does not maintain the state of the customer service personnel; S411: using the multi-channel automatic line-hunting service function, the automatic line-hunting function can be the city The service provided by the telephone handset is provided by the internal switch of the enterprise, and is connected to an idle customer service personnel telephone; S412: the customer service dispatch server broadcasts the customer service demand to the display device of all the customer service personnel; S413: the customer service personnel who connect the customer service call After the display device responds to the request of the customer service dispatch server, steps S406 and S407 are performed. The foregoing customer service telephone number has to be bound to its display device according to the display device and door number binding process (step S414).

Please refer to FIG. 5 , which is a flow chart of the steps of the customer service single-page content management process of the present invention. The types of customer service content to be managed are divided into the following two categories. The steps are as follows: S501: The content management server receives the customer service content management requirement. S502: judged to be pure voice customer service content or multimedia information customer service content; S503: when pure voice customer service content, link to the voice customer service content sample page, select a suitable voice customer service sample; S504: If IVR interactive voice is required, Setting the level; S505: selecting the IVR sound source, which can be used for pre-recording file uploading, inputting text by word transcoding, or instant recording; S506: generating interactive voice architecture service logic on the communication media server, and writing dynamic voice content Into the database (step S507); S508: when the multimedia information customer service content, link to the information customer service content sample page, select the appropriate information service sample; S509: set layout options, such as fixed length and width ratio, font, size , color system; S510: select the content type including text, sound, picture, video, hyperlink, dial-out customer service Such as the words; S511: in customer service information content server 250 generates a web framework (536), and writes the contents of dynamic information database (step S507).

Please refer to FIG. 6 , which is a flow chart of the steps of the binding process of the voice phone and the display device of the present invention. The steps include: S601: The display device pre-installs the client application to provide binding with the number and receive the push broadcast. S602: the display device is connected to the communication communication server through the client application; S603: the communication communication server generates a unique identification code for the display device; S604: input the phone number to be bound in the user application S605: the communication communication cooperation server records the type of the display device, the unique identification code and the phone number to be bound; S606: judges that the phone number is the mobile phone number or the city door number; S607: when the phone number is the mobile phone number Sending the SMS verification code to the mobile phone through the communication communication cooperation server 230; S608: inputting the verification short message code on the display device; S609: verifying that the authentication short message code or the local telephone number is correct by the communication communication cooperation server, and if the correct, the display device is tied S610: When the telephone number is the local telephone number, the telephone number is dialed to the SIP communication application server by the local telephone number. ICT collaboration server (step S609).

In summary, this case is not only innovative in terms of technical thinking, but also has many of the above-mentioned functions that are not in the reach of the existing methods. It has fully complied with the statutory invention patent requirements of novelty and progressiveness, and applied for it according to law. Approved this invention patent application, in order to invent invention, to the sense of virtue.

Claims (16)

 A system for simultaneously providing customer service calls and multiple content accesses, comprising: a customer service demand detection module, receiving customer service requirements from different user terminals, and determining the types of customer service requirements; a content management server providing a single interface of the customer service terminal Manage pure voice customer service and capital communication to integrate customer service content, and receive multimedia information content through display device; a database, store customer service content framework and dynamic content information, and store customer service voice and multimedia information from the content management server Content; a SIP communication application server, performing a telephone mode call customer service, calling pure voice customer service and the resource communication integration customer service; a communication media server accepting the pure voice service call from the SIP communication application server transfer, Provide IVR broadcast receiving function, and accept IVR setting and voice source management from the content management server; a customer service information content server, providing user and customer service using display device, can access customer service information content, and accept From the content management server for customer service layout design and more Body information content management; a funded communication cooperation server accepts the authentication and login requirements of the client application installed on the display device, accepts the inquiry of the SIP communication application server to confirm that the incoming call number has been bound to any display device, And notifying the user application of the display device to connect to the customer service information content server, and accepting the interaction requirement between the customer service information content server and the client application, and transmitting communication requirements or changing communication status to the SIP communication application server; And a customer service delivery server, accepting the pure voice customer service call from the communication media server, and selecting the idle customer service personnel to make the incoming call and the customer service content of the corresponding display device in the plurality of customer service agents.    The system for providing customer service calls and multiple content accesses, as described in claim 1, wherein the customer service demand detection module is dispersedly built in the SIP communication application server, the resource communication cooperation server, and the In the customer service information content server, the customer service requirements are respectively detected from a pure voice phone, a phone with a bound display device, a customer service app, or a browser.    As described in the first paragraph of the patent application, the system for providing customer service telephone and multi-content access is provided, wherein the request between the SIP communication application server and the communication communication server is divided into forward transmission and reverse transmission. The information is transmitted using the HTTP or HTTPS protocol. The forward transmission information type includes whether the query gate number is bound to the client program of the display device bound to the display device and the push gate number. The reverse transmission information type mainly requires the display device to initiate and end. Communicate or change the communication status.    As described in claim 1, the system for providing customer service telephone and multi-content access is provided, wherein the communication communication server is connected to an application installed in the display device, and the application can be intelligent on the user side. The Android or iOS App in the mobile phone or tablet, and the Windows program in the customer service dedicated computer on the customer service side.    The system for providing customer service telephone and multi-content access, as described in claim 1, wherein the communication media server has a text-to-speech function, and the content management server can store the customer service text information in the database. , played in voice.    The system for providing customer service telephone and multi-content access, as described in claim 1, wherein the customer service information server is a responsive web design website, and can provide different types and sizes of display devices to present customer service information. Content    A system for providing customer service telephone and multiple content access, as described in claim 1, wherein the content management server provides a single management interface and account number for each customer, and has multiple voice IVR frame templates and information content presentation. The sample version can be selected and changed when the customer service content is managed.    For example, the system for providing customer service telephone and multi-content access is provided in the first item of the patent application scope, wherein the database stores the customer service telephone number, the pure voice customer service entrance address, the voice file link, the customer service information content entry address, and the customer service. Information content and links, and links to customer databases.    A system for providing a customer service telephone and a multi-content access, as described in claim 1, wherein the customer service delivery server accepts a customer service call from the SIP communication application server by SIP protocol and uses HTTP or HTTPS with the The communication communication server interface, the transmission information type includes querying whether the incoming door number is bound to the display device, and pushing the customer service content connection signal that the customer service display device intends to synchronize to the user display device.    A method for simultaneously providing a customer service telephone and a multi-content access, the steps comprising: determining a manner in which the user terminal accesses the customer service system; if the user terminal accesses the browser, directly connecting the user terminal to a corresponding customer service information server Information content; if the user terminal accesses the app, in addition to directly connecting to the customer service information content, and providing the user to click on the customer service information content to click on the customer service personnel, after clicking, the App informs the one-time communication cooperation server to app and the calling user. The identification code is bound, and the service call of the App is directed to a customer service delivery server; if the user terminal is accessed by telephone, the call is played by a SIP communication application server through a communication media server, and the query is performed. Whether the communication gateway cooperates with the display device, if it is bound, the communication communication server is required to push the customer service content link message to the bound display device, and direct the call to the customer service delivery server. The user's display device can be connected to the customer service information content after receiving the push broadcast; and the idle customer service person The staff check the delivery process.    As described in claim 10, the method of providing customer service telephone and multi-content access is provided. If the customer service terminal uses the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery step is as follows: all customer service personnel belong to The IP Centrex door number is bound to the display device in advance; the IP Centrex multi-channel automatic line hunting function finds any idle customer service door number; the idle customer service door number is triggered by the IMS called service; the corresponding idle customer service number The customer service personnel connects the incoming call; the communication communication cooperation server is required to push the related customer service link of the incoming call to the display device bound by the customer service door number; the communication communication cooperation server is required to push the customer service link information to the incoming call. The binding display device of the user; and the client terminal talks with the client terminal and simultaneously displays the customer service content.    As described in claim 10, the method of providing customer service telephone and multi-content access is provided, wherein if the customer service terminal does not use the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery step is as follows: all customer service personnel The telephone door number is bound in advance with the display device; the customer service dispatches the server record and maintains the instant state of the customer service personnel; the customer service dispatch server selects the idle customer service door number according to the established rules; the customer service personnel of the idle customer service door number connects to the caller Calling; requesting the communication communication server to push the user-related customer service link to the display device bound to the customer service door number; requesting the communication communication cooperation server to push the customer service link information to the binding display device of the incoming user; The client connects with the client and simultaneously displays the customer service content.    As described in claim 10, the method of providing customer service telephone and multi-content access is provided. If the customer service terminal does not use the IMS-based IP Centrex telephone service, the idle customer service personnel check delivery step is as follows: The line-finding function finds the idle customer service door number; the customer service dispatch server broadcasts to all the display devices to which the customer service personnel belong; the customer service personnel of the idle customer service door number connects the incoming call, and the display device returns the customer service dispatch server; The communication communication server pushes the customer service link information to the binding display device of the incoming user; and the customer service terminal talks with the user terminal and simultaneously displays the customer service content.    The method for providing a customer service telephone and a multi-content access according to any one of the claims 11 to 13, wherein the customer service delivery server selects an idle customer service number, and the rule is the longest idle time and the shortest service accumulation time. , the minimum number of services or a fixed order.    As described in claim 10, the method for providing customer service telephone and multiple content access is provided, wherein the customer service single platform content management step is as follows: a browser is connected to the content management server, and an account and password are entered into the system; Select the type of customer service content to be managed; if it is pure voice customer service, connect to the voice customer service content template page, set the number of IVR interactive voice classes and the number of options per level, select to use the recording file, text-to-speech, or instant recording. IVR voice source, and write text or voice content into the database, and finally generate or update the IVR logic on the communication media server; and if it is a multimedia information customer service, connect to the information service content sample page, set the layout option version, Color, font, select the content type as text, sound, picture, or video, and upload the content to the database, and finally generate or update the web page structure on the customer service information server.    As described in claim 10, the method for providing a customer service telephone and a multi-content access is provided. The steps of binding the voice telephone to the display device of the client and the client are as follows: installing the user application according to the display device type The display device executes the application and connects to the communication communication server; after the application is executed, it is required to input the phone number to be bound; if the mobile phone number is input, the communication communication server sends the verification message through the action message platform. The code is input to the mobile phone registered with the mobile number, and the display device inputs the verification code to confirm that the delivery completion is bound to the mobile door number; and if the local telephone number is input, the local telephone is used to dial the verification call to the SIP communication application server, and the notification is made. The communication cooperation server sends a confirmation to the display device to the communication communication cooperation server to complete the binding with the local telephone number.