WO2008092369A1 - Procédé destiné à envoyer des informations de position dans un système de files d'attente et système correspondant - Google Patents

Procédé destiné à envoyer des informations de position dans un système de files d'attente et système correspondant Download PDF

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Publication number
WO2008092369A1
WO2008092369A1 PCT/CN2008/000114 CN2008000114W WO2008092369A1 WO 2008092369 A1 WO2008092369 A1 WO 2008092369A1 CN 2008000114 W CN2008000114 W CN 2008000114W WO 2008092369 A1 WO2008092369 A1 WO 2008092369A1
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WO
WIPO (PCT)
Prior art keywords
user terminal
waiting
location information
user
service
Prior art date
Application number
PCT/CN2008/000114
Other languages
English (en)
Chinese (zh)
Inventor
Xiaojing Wu
Bo Peng
Original Assignee
Huawei Technologies Co., Ltd.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Huawei Technologies Co., Ltd. filed Critical Huawei Technologies Co., Ltd.
Publication of WO2008092369A1 publication Critical patent/WO2008092369A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L47/00—Traffic control in data switching networks
    • H04L47/70—Admission control; Resource allocation
    • H04L47/74—Admission control; Resource allocation measures in reaction to resource unavailability
    • H04L47/741—Holding a request until resources become available
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L47/00—Traffic control in data switching networks
    • H04L47/70—Admission control; Resource allocation

Definitions

  • the present invention relates to the field of communications, and in particular, to a method and system for transmitting location information in a queuing system. Background technique
  • a called party ie, a service party
  • a service terminal such as a telephone
  • these service terminals are all accessed through the same public number, and a large number of users. This number can be called at the same time.
  • there is a special control device responsible for connecting the user's service request to an internal service terminal. Since one internal service terminal can only receive one external call request at the same time, when the number of externally initiated service requests is greater than the number of internal service terminals, only some of the user's service requests can be satisfied.
  • the service requests of other users are added to a waiting queue, and the external calls that are connected are released in a certain order to release the internal service terminal resources.
  • the corresponding internal service terminal resource is released, and the service terminal can receive a new external call.
  • the control device will wait for the top-ranked service request in the queue to be taken out, and The service request is linked to the idle internal service terminal, and the loop is repeated until all service requests are processed, or the external user actively terminates the service request because the waiting time is too long.
  • An embodiment of the present invention provides a method and system for transmitting location information in a queuing system, which is used to solve the problem in the prior art that when a user uses a telecommunication service service, for example, in a queuing system, the current location information cannot be known. problem.
  • a method of transmitting location information in a queuing system is:
  • the entity having the control function receives the service request sent by the user terminal, and when determining that the service request is in the waiting state, the user terminal is included in the corresponding position of the waiting queue, and the user terminal is in the waiting queue. Information is sent to the user terminal.
  • a control device comprising:
  • a storage unit configured to save an identifier of the service terminal that is currently in an idle state, and an identifier of the user terminal currently in the waiting state and location information of the user terminal in the waiting queue;
  • a first communication unit configured to receive a service request sent by the user terminal, and send the location information in the waiting queue to the user terminal after the user terminal is included in the waiting queue;
  • the processing unit is configured to: when determining that there is no service terminal in an idle state, the user terminal is included in a corresponding location of the waiting queue, and obtain location information of the user terminal currently in the waiting queue.
  • a communication system includes a user terminal and a control device, wherein the control device is in use for determining
  • the user terminal When the service request sent by the user terminal is in a waiting state, the user terminal is included in the corresponding position of the waiting queue, and the location information of the user terminal in the waiting queue is sent to the user terminal.
  • the location information in the waiting queue is sent to the user, thereby alleviating the anxiety generated by the user while waiting for the service request to be processed, thereby improving the user experience.
  • FIG. 1 is a schematic structural diagram of a communication system according to an embodiment of the present invention.
  • FIG. 2 is a functional structural diagram of a control device according to an embodiment of the present invention
  • FIG. 3 is a flowchart of waiting processing of a received service request by a control apparatus according to an embodiment of the present invention. detailed description
  • the anxiety is generated because the waiting time cannot be estimated, thereby affecting the use experience.
  • the control device determines that the service request needs to wait for processing, the control device is included in the corresponding position of the waiting queue, and the user terminal is in the waiting queue.
  • the location information is sent to the user terminal, so that the user can know his current location status, estimate the waiting time, and better experience the telecommunication service.
  • the communication system includes a user terminal 10, a control device 11, and a service terminal 12.
  • the user terminal 10 is configured to send a service request to the control device 11 to use a corresponding consulting service.
  • the control device 11 is configured to wait for a service request sent by the user terminal 10 when determining that the service terminal 12 is in a working state.
  • the service terminal 12 is configured to provide a corresponding consulting service to the user terminal 10.
  • the control device 11 includes a first communication unit 20, a processing unit 21, a second communication unit 22, and a storage unit 23.
  • the first communication unit 20 is configured to receive a service request sent by the user terminal 10, and return location information of the current waiting queue to the user terminal 10;
  • the processing unit 21 is configured to determine whether the service is sent to the user terminal 10. The request is waited for (ie, whether all of the service terminals 12 are in a working state), and when it is determined that the service request needs to be processed, the corresponding user terminal 10 is placed in a corresponding position in the waiting queue, and the user terminal 10 is obtained.
  • the location information currently waiting in the queue; the second communication unit 22 is configured to complete data transmission when the user terminal 10 is connected to the corresponding service terminal 12; the storage unit 23 is configured to store a service list and a waiting list, where The service list stores the identifier of the service terminal 12 that is currently in the idle state, and the waiting list stores the identifier of the user terminal 10 that is currently processing the waiting state.
  • the service terminal 12 providing consulting services for the user is 5 service phones, and the 5 service phones have a common access number 222222.
  • the service list in the control device 11 is as follows. Table 1 shows:
  • the communication tool used by the user sends a service request to the control device 11, and the control device 11 receives the service request and then the user
  • the terminal 10 is connected to the corresponding service telephone until all the service telephones are in working state; if there are still some service requests of the user terminal 10 that are not responded at this time, or a new user terminal 10 sends a service request to the control device 11
  • the control device 11 lists the user terminals 10 that have not received the service response in a certain order in the waiting queue, and transmits corresponding waiting queue position information thereto.
  • the control device 11 receives a total of eight service requests sent by the user terminal 10.
  • the five service phones providing the consulting service service are in the working state, there are only five user terminals 10 (referred to as user 1, user). 2.
  • the service requests of user 3, user 4, and user 5 are answered, and the service requests of three user terminals 10 (referred to as user 6, user 7, and user 8) are not responded, but at this time
  • Two user terminals 10 (referred to as user 9 and user 10) transmit a service request to the control device 11, and as shown in FIG. 3, the detailed flow of the control device 11 processing the service request without receiving the service response is as follows:
  • Step 300 The control device 11 places the user 6 and the user 7 in the order in which the service request is received. And the user 8 belongs to the corresponding position in the waiting queue, and saves the location information of the three users in the waiting queue in the waiting list. At this time, the contents of the waiting list are as shown in Table 2:
  • the location information determines the length of time the corresponding user needs to wait, for example: the location information of user 6 is "1st digit", and the location information of user 7 is “2nd digit", and The location information of the user 8 is "third digit”.
  • the control device 11 prompts the three users to display their corresponding location information by using a voice playback manner, such as: prompting the user 6 that "your location is the first digit, before you. There are also 0 customers, and so on.
  • the average time that each user occupies the service call is approximately the same. Therefore, the user can estimate the time that he/she still needs to wait according to the time interval of playing the location information and the change of the position in the waiting queue. Because of the clear waiting time, the user's anxiety will be greatly alleviated.
  • Step 301 The control device 11 receives the service request sent by the user 9 and the user 10 in turn, and the control device 11 assigns the user 9 and the user 10 to the corresponding position in the waiting queue, and saves the location messages of the two users. Waiting for the list, and sending their corresponding location information to the user 9 and the user 10. At this time, the contents of the waiting list in the control device 11 are as shown in Table 3:
  • Step 302 If User 1 and User 2 complete the service consultation and release the corresponding service telephone resources, the control device 11 will place the user 6 and the user 7 and the idle service telephone ranked in the first two digits of the waiting list. Connected to respond to the service request of the user 6 and the user 7, and at this time, the user 9 hangs up due to the long waiting time, thereby giving up the current service consultation, the control device 11 is to perform the waiting list according to the current state of each user. Re-adjustment, the contents of the adjusted waiting list are shown in Table 4:
  • the control device After the adjustment of the 1 household 10 ⁇ , the control device also notifies the two users of the location information of the user 8 and the user 10 currently in the waiting list in a voice play form.
  • some users (such as user 9) will voluntarily give up the call because the estimated waiting time is too long, so that the waiting queue can be maintained at an appropriate length, thereby reducing System load.
  • the control device 11 notifies the user of the location information currently in the waiting queue in two ways.
  • the control device 11 acquires the location information of all the user terminals 10 in the waiting state from the waiting list at a certain period, and notifies the corresponding user to the location information;
  • the second mode is: When the state of some user terminals 10 changes, causing the control device 11 to re-adjust the contents of the waiting list, the control device 11 acquires the location information of all the currently waiting user terminals 10 from the waiting list after adjusting the waiting list. , and notify the corresponding user of the location information.
  • the location information of the user terminal 10 in the waiting queue may be sent to the corresponding user by using a short message.
  • control device 11 slows down the anxiety generated by the user while waiting for the service request to be processed, and improves the user's use by sending the user's current location information in the waiting queue.
  • the control device 11 slows down the anxiety generated by the user while waiting for the service request to be processed, and improves the user's use by sending the user's current location information in the waiting queue.

Abstract

L'invention concerne un procédé destiné à envoyer des informations de position dans un système de file d'attente dans lequel une entité à fonctions de commande reçoit une demande de service envoyée par un terminal utilisateur, et place le terminal utilisateur dans une file d'attente au niveau d'une position correspondante lorsqu'il détermine que la demande de services est en état d'attente de traitement, et envoie des informations concernant la position du terminal utilisateur dans la file d'attente au terminal utilisateur. Dans l'art antérieur, lorsque l'utilisateur utilise un service de télécommunication, celui-ci ne peut pas obtenir d'informations concernant sa position dans la file d'attente, ce problème affectant le taux d'utilisation de l'utilisateur. Un dispositif de communication et un système de communication sont fournis simultanément.
PCT/CN2008/000114 2007-01-26 2008-01-16 Procédé destiné à envoyer des informations de position dans un système de files d'attente et système correspondant WO2008092369A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN200710003699.7 2007-01-26
CN200710003699A CN100584055C (zh) 2007-01-26 2007-01-26 一种在排队系统中发送位置信息的方法及系统

Publications (1)

Publication Number Publication Date
WO2008092369A1 true WO2008092369A1 (fr) 2008-08-07

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Application Number Title Priority Date Filing Date
PCT/CN2008/000114 WO2008092369A1 (fr) 2007-01-26 2008-01-16 Procédé destiné à envoyer des informations de position dans un système de files d'attente et système correspondant

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CN (1) CN100584055C (fr)
WO (1) WO2008092369A1 (fr)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN100584055C (zh) * 2007-01-26 2010-01-20 华为技术有限公司 一种在排队系统中发送位置信息的方法及系统
CN102902581B (zh) * 2011-07-29 2016-05-11 国际商业机器公司 硬件加速器及方法、中央处理单元、计算设备

Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4788715A (en) * 1986-10-16 1988-11-29 American Telephone And Telegraph Company At&T Bell Laboratories Announcing waiting times in queuing systems
US5020095A (en) * 1988-11-16 1991-05-28 Dytel Corporation Interactive call distribution processor
CN1200215A (zh) * 1995-10-17 1998-11-25 英国电讯有限公司 客户排队结构
US6714643B1 (en) * 2000-02-24 2004-03-30 Siemens Information & Communication Networks, Inc. System and method for implementing wait time estimation in automatic call distribution queues
US20050008141A1 (en) * 2003-07-11 2005-01-13 Kortum Philip T. Telephone call center with method for providing customer with wait time updates
US6850615B1 (en) * 2001-06-14 2005-02-01 Cisco Technology, Inc. Method and system for providing information to an external user regarding the availability of an agent
CN101026783A (zh) * 2007-01-26 2007-08-29 华为技术有限公司 一种在排队系统中发送位置信息的方法及系统

Patent Citations (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4788715A (en) * 1986-10-16 1988-11-29 American Telephone And Telegraph Company At&T Bell Laboratories Announcing waiting times in queuing systems
US5020095A (en) * 1988-11-16 1991-05-28 Dytel Corporation Interactive call distribution processor
CN1200215A (zh) * 1995-10-17 1998-11-25 英国电讯有限公司 客户排队结构
US6714643B1 (en) * 2000-02-24 2004-03-30 Siemens Information & Communication Networks, Inc. System and method for implementing wait time estimation in automatic call distribution queues
US6850615B1 (en) * 2001-06-14 2005-02-01 Cisco Technology, Inc. Method and system for providing information to an external user regarding the availability of an agent
US20050008141A1 (en) * 2003-07-11 2005-01-13 Kortum Philip T. Telephone call center with method for providing customer with wait time updates
CN101026783A (zh) * 2007-01-26 2007-08-29 华为技术有限公司 一种在排队系统中发送位置信息的方法及系统

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CN100584055C (zh) 2010-01-20
CN101026783A (zh) 2007-08-29

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