WO2009089787A1 - Procédé, système et dispositif permettant à une centrale d'appels de traiter des appels de clients - Google Patents

Procédé, système et dispositif permettant à une centrale d'appels de traiter des appels de clients Download PDF

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Publication number
WO2009089787A1
WO2009089787A1 PCT/CN2009/070072 CN2009070072W WO2009089787A1 WO 2009089787 A1 WO2009089787 A1 WO 2009089787A1 CN 2009070072 W CN2009070072 W CN 2009070072W WO 2009089787 A1 WO2009089787 A1 WO 2009089787A1
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WO
WIPO (PCT)
Prior art keywords
call
terminal
operator
control module
user
Prior art date
Application number
PCT/CN2009/070072
Other languages
English (en)
Chinese (zh)
Inventor
Dabing Wang
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 WO2009089787A1 publication Critical patent/WO2009089787A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff

Definitions

  • Embodiments of the present invention relate to call center technologies, and more particularly to a method, system, and apparatus for implementing call center processing user calls. Background technique
  • PSTN Public Switched Telephone Network
  • GSM Global System for Mobile Communications
  • CDMA Code-Division Multiple Access
  • PSTN Public Switched Telephone Network
  • GSM Global System for Mobile Communications
  • CDMA Code-Division Multiple Access
  • ACD third-generation (3G, 3 rf Generation) networks
  • PHS networks and users' small networks
  • ACD call center core devices
  • CTI Computer Telephony Integrator
  • the middleware is connected and checked in to the call center, so that the operator can be deployed in a city with low labor costs, and the call center is deployed in a city with high technical service capability, and centralized management is achieved.
  • the processing of user calls by existing call centers is limited by the ACD's direct control of the attendant's telephone equipment, and thus the distributed deployment described above cannot be achieved.
  • FIG. 1 is a flow chart of an attendant terminal of an existing call center being checked in to a call center, and the specific steps are as follows:
  • each operator is pre-assigned an ACD-specific internal telephone device number, and the attendant checks in the CTI middleware through the agent computer; the telephone device and the agent computer used by the operator form an operator terminal.
  • Step 101 When the attendant logs in, the agent sends a message to the CTI middleware to check in the operator, and the message carries the telephone device number of the operator terminal;
  • Step 102 The CTI middleware sends a check-in notification to the ACD, and registers the telephone device number of the attendant terminal on the ACD; the check-in notification carries the telephone device number of the attendant terminal;
  • Step 103 The ACD returns a message to the CTI middleware that the telephone device number of the operator terminal is successfully registered;
  • Step 104 The CTI middleware sends a message that the check-in is successful to the Agent.
  • the CTI middleware and ACD can control the checked attendant terminal.
  • the user call is submitted to the CTI middleware for distribution by the ACD, and the CTI middleware is preset.
  • Assignment rules such as randomly assigning to an idle attendant terminal or assigning a user call to an attendant terminal according to rules such as the telephone device number assignment of the attendant terminal; after determining the operator terminal to be assigned, the CTI notifies the ACD of the result, and then the attendant
  • the specific operation of the telephone device is completed by the ACD; the ACD controls the telephone device of the attendant terminal to ring, and is responsible for connecting the call between the user and the telephone device of the attendant terminal, and is responsible for hanging up the two parties after the user hangs up.
  • Step 201 A user initiates a call to a call center, and the call is connected to the ACD;
  • Step 202 the ACD answers the user call, establishes a call connection, and Submit information related to the user's call to the CTI middleware;
  • Step 203 The CTI middleware decides to allocate the user call to the designated Agent according to the user call related information and a preset allocation rule.
  • Step 203 The CTI middleware sends a notification to the ACD, informing the ACD that the user call is assigned to the designated Agent, and carries the telephone device number of the agent in the notification.
  • Step 204 the ACD calls the agent's telephone device, and controls the The agent's telephone equipment rings;
  • Step 205 the agent answers the call request of the ACD, and establishes a call connection with the ACD;
  • Step 206 The ACD connects to the call established between the agent and the user respectively, and connects to the call connection between the user and the agent.
  • the user and the agent can start a call.
  • Step 207 the ACD sends a call connection to the CTI middleware. Notification;
  • Step 208 after the user and the agent end the call, the user hangs up and sends a hang up signal to the ACD;
  • Step 209 the ACD notifies the CTI middleware call to hang up;
  • Step 210 The CTI middleware sends a hangup response message to the ACD.
  • Step 211 the ACD hangs up the call connection with the agent.
  • the attendant terminal needs to register the telephone device number on the ACD; after the attendant terminal checks in, the CTI middleware Responsible for assigning user calls according to preset allocation rules; ACD is responsible for call, ringing, hanging up, etc. of the telephone equipment of the attendant terminal, and notifying the CTI middleware of the attendant telephone equipment status.
  • the ACD since the ACD needs to directly control the state of the telephone device of the operator terminal, the ACD can only support the telephone equipment in the internal dedicated telephone network, and cannot support the telephone equipment of the public network, so that the call center cannot utilize the public network operator terminal. Perform a distributed deployment.
  • the ACD control function is limited, and the initiative cannot be realized. Flexible control of the operator terminal.
  • the existing handling of the user call described above is actually an operator terminal working mode, that is, a non-long pass mode, which means that each time a user call is assigned to the attendant terminal,
  • the telephone device that is checked in by the operator terminal is always in the on state after the first call, and then there is no need to call again when a user call is assigned to the operator terminal.
  • the working mode of the hang-up operation is the long-pass mode.
  • the ACD can only cure certain telephone device numbers on the ACD in the long pass mode or the non-long pass mode, and cannot be flexibly controlled. Summary of the invention
  • Embodiments of the present invention provide a method for a call center to process a user call to implement distributed deployment of an attendant terminal in a public network.
  • Embodiments of the present invention provide a call center to implement distributed deployment of an attendant terminal in a public network.
  • Embodiments of the present invention provide a computer telephony integration middleware to implement distributed deployment of an attendant terminal in a public network.
  • Embodiments of the present invention provide a queuing machine to implement distributed deployment of an attendant terminal in a public network.
  • a method for a call center to process a user call includes:
  • the CTI middleware receives a call from a user of the queuing machine
  • Commanding the queue operator to call the assigned attendant terminal after receiving the notification of the successful call from the operator terminal of the queuing machine, sending a call response request to the assigned attendant terminal, and receiving the response response from the assigned attendant terminal,
  • the queuing machine is instructed to establish a connection between the assigned attendant terminal and the user.
  • a call center including a queue machine, computer telephony integration middleware, and operator finals
  • the operator terminal is configured to send a check-in message to the computer telephony integration middleware, receive a successful check-in message sent by the computer telephony integration middleware, and connect the call between the user through the queuing machine;
  • the computer telephony integration middleware is configured to receive a check-in message sent by an attendant terminal, and send a message of successful check-in to the operator terminal after the authentication; receive the call information of the user sent by the queuing machine, and allocate the call of the user Giving the operator terminal, instructing the queue operator to call the assigned attendant terminal, and after receiving the notification of the successful call from the operator of the queuing machine, sending a call response request to the assigned attendant terminal, receiving the received attendant from the assigned operator After the response of the terminal is responded, the queuing machine is instructed to establish a connection between the assigned attendant terminal and the user;
  • the queuing machine is configured to receive a user call, send the user call related information to the computer telephony integration middleware, receive an instruction from the computer telephony integration middleware to connect the call between the operator terminal and the user, and receive the caller terminal and A call between users.
  • a computer telephony integration middleware includes a queuing machine control module, an operator control module, and an operator check-in module, wherein:
  • the attendant check-in control module receives the check-in message sent by the attendant terminal, and authenticates the check-in message, and sends a message of successful check-in to the attendant terminal after the authentication succeeds;
  • the queuing machine control module receives the user call related information sent by the queuing machine, and forwards the information to the operator control module; receives the instruction of the call attendant terminal sent by the operator control module, and forwards the instruction to the queuing machine; The notification of the successful call of the operator terminal sent by the machine, and forwarding the notification to the operator control module; receiving an instruction from the operator control module to connect the call between the user and the operator, and sending the instruction to the queue machine;
  • the operator control module receives the user call related information sent by the queuing machine control module, assigns the user call to the operator terminal according to the preset allocation rule; sends an instruction to the call operator terminal to the queuing machine control module; and receives the queuing machine control The notification of the success of the operator terminal sent by the module, sending a call response request to the operator terminal, receiving the response response message sent by the operator terminal; sending the connection user to the queue control module and The command to talk between the attendants.
  • a queuing machine includes a call control module and a command transceiver module
  • the call control module receives the call of the user, and sends the user call related information to the command transceiver module; receives an instruction from the command transceiver module to connect the call between the user and the attendant, connects the call of the user and the attendant, and sends the call to the command
  • the transceiver module sends a port with a successful call connection
  • the command transceiver module receives the user call related information sent by the call control module, and sends the information to the computer telephony integration middleware; receives an instruction from the computer telephony integration middleware to connect the call between the user and the attendant, and The call control module sends the command; receives a notification of successful call connection from the call control module, and forwards the notification to the computer telephony integration middleware.
  • the embodiment of the present invention calls the assigned operator terminal by the CTI middleware command ACD, and after receiving the response response from the operator terminal, instructs the ACD to connect the caller to the user, and hangs at the user.
  • the CTI middleware command ACD hangs up the telephone equipment of the attendant terminal to realize the transparency of the attendant terminal to the ACD.
  • the ACD does not need to understand the concept of the operator, and only controls the call connection and hang up, and will be originally operated by the ACD attendant terminal.
  • the control is handed over to the CTI middleware implementation, and the control of the telephone device of the attendant terminal is completely separated from the ACD, and the number of the telephone device of the attendant terminal is independent of the ACD, so that the telephone device of the attendant terminal can use any
  • the telephone equipment in the public network connected to the ACD is checked in to the call center, and the distributed deployment of the operator terminal in the public network is realized.
  • FIG. 1 is a flow chart of an attendant terminal of an existing call center being checked in to a call center
  • FIG. 2 is a flow chart of processing a call of a user by an existing call center
  • FIG. 3 is a structural diagram of a call center according to an embodiment of the present invention.
  • FIG. 4 is a flowchart of a call center terminal of a call center being checked in to a call center according to an embodiment of the present invention
  • FIG. 5 is a diagram showing an operator terminal of a call center in a non-long pass mode according to an embodiment of the present invention; a flow chart for receiving a user call;
  • FIG. 6 is a flowchart of receiving a user call in a long-pass mode of an operator terminal of a call center according to an embodiment of the present invention
  • FIG. 7 is a flow chart of processing when a call center operator terminal is faulty according to an embodiment of the present invention.
  • FIG. 8 is a flowchart of receiving a user call when the call center operator terminal is in the non-long pass mode and the telephone device number of the operator terminal is the extension number according to the embodiment of the present invention. detailed description
  • the operator no longer registers the telephone device number with the ACD, but the CTI middleware accepts the check-in of the operator terminal; when a user calls the call center, the call is connected to the CTI middleware, and the CTI middleware
  • the ACD is instructed to call the telephone device of the attendant terminal and connect the caller to the user.
  • the CTI middleware commands the ACD to hang up the telephone device of the attendant terminal, so that the attendant terminal is transparent to the ACD, and the ACD does not need to understand.
  • the number of the telephone device is independent of the ACD; therefore, the telephone device of the attendant terminal can be checked into the call center using the telephone equipment in any public network connected to the ACD, enabling distributed deployment of the operator terminal in the public network.
  • FIG. 3 is a structural diagram of a call center according to an embodiment of the present invention; including an ACD 304, a CTI middleware 305, and an operator terminal 301; wherein the operator terminal 301 includes a seat computer 303 and a telephone device 302;
  • the telephone device 302 is connected to the ACD 304 via the PSTN, and the agent computer 303 is connected to the CTI middleware 305 via the Internet.
  • the attendant terminal 301 is configured to send a check-in message to the CTI middleware 305, and receive a message that the CTI middleware 305 returns a successful check-in.
  • the CTI middleware 305 is configured to receive the check-in message sent by the operator terminal 301 and authenticate the sign-in message. After the authentication succeeds, the message to the attendant terminal 301 is successfully sent.
  • the agent computer 303 is configured to send a check-in message to the CTI middleware 305 and receive a message of successful check-in returned by the CTI middleware 305.
  • the CTI middleware 305 includes an attendant check-in module 310.
  • the attendant check-in module 310 is configured to receive the check-in message sent by the agent computer 303 and authenticate the check-in message. After the authentication succeeds, the check-in success message is sent to the agent computer 303. .
  • FIG. 4 is a flow chart of a call center attendant terminal checking in a call center according to an embodiment of the present invention, and the specific steps are as follows:
  • Step 401 The attendant terminal sends a check-in message to the CTI middleware.
  • Step 402 The CTI middleware authenticates the received check-in message.
  • Step 403 After the authentication succeeds, the CTI middleware sends a message of successful check-in to the attendant terminal.
  • the check-in message sent by the operator terminal may include the telephone device number, the working mode, the check-in time, and the attendant identity information of the attendant terminal, etc., except that the telephone device number of the attendant terminal is mandatory information, specifically
  • the information contained in the check-in message can be based on business needs.
  • the authentication process performed by the CTI middleware on the check-in message includes registering the attendant telephone device number, confirming the attendant identity information, recording the check-in time, confirming the working mode (such as long pass or non-long pass), and the like.
  • the authentication process depends on the content of the check-in message and the business needs; after authentication, the CTI middleware can assign the user call to the attendant terminal.
  • the attendant terminal signs in to the call center, it can specify that the working mode is non-long pass or long pass, and the call center will handle different attendant work modes.
  • the process when the call center assigns a user call to an operator who is not in the long-pass mode is as follows:
  • the ACD 304 receives the call of the user and submits the call related information to the CTI middleware 305 for processing; receives the instruction of the call attendant terminal 301 sent from the CTI middleware 305, and initiates a call to the operator terminal 301 designated by the CTI middleware 305; receives the operator
  • the response signal of the terminal 301 is sent to the CTI middleware 305 to notify the success of the call of the operator terminal; the command sent by the CTI middleware 305 to connect the call between the user and the attendant is received, and the call between the user and the operator terminal 301 is turned on.
  • the ACD 304 receives the signal that the user hangs up, and sends a notification that the user hangs up to the CTI middleware 305; receives the hang up response message sent by the CTI middleware 305 and hangs up The instruction of the operator terminal 301 hangs up the operator terminal 301, and sends a notification to the CTI middleware 305 that the operator terminal 301 is hung up successfully;
  • the CTI middleware 305 receives the user call related information sent by the ACD 304, assigns the call request to the designated attendant terminal according to the preset allocation rule, and sends an instruction to the call attendant terminal 301 to the ACD 304; when receiving the attendant sent by the ACD 304 After the notification of the success of the terminal call, the call answering request is sent to the operator terminal 301, and after receiving the call answering message sent by the operator terminal 301, an instruction for connecting the call between the user and the attendant is sent to the ACD 304; when receiving the call from the ACD 304 After the notification of the successful connection of the call, the message that the call has been connected is sent to the operator terminal 301; the notification of the user's hang up sent by the ACD 304 is received, and the message of the call hangup response and the instruction of the hang up operator terminal 301 are sent to the ACD 304; The sent attendant terminal 301 hangs up the successful notification.
  • the ACD 304 also includes a call control module 306 and a command transceiver module 307.
  • the CTI middleware 305 also includes an operator control module 309 and an ACD control module 308, wherein:
  • the call control module 306 is configured to receive a user call, and send information related to the user call to the command transceiver module 307; receive an instruction from the call operator terminal 301 sent by the command transceiver module 307, and initiate a call to the operator terminal 301 to receive the operator terminal 301.
  • the command transceiver module 307 is configured to receive the user call related information sent by the call control module 306, and send the information to the CTI middleware 305; receive the command of the call attendant terminal 301 sent by the CTI middleware 305, and send the call control module 306 to the call control module 306.
  • the call control module 306 sends the command; receives the notification of the successful call connection sent by the call control module 306, and forwards the notification to the CTI middleware 305; when the user hangs up the call, the user sent by the call control module 306 hangs up And sending a notification that the user hangs up to the CTI middleware 305; receiving the hang up response message sent by the CTI middleware 305, receiving an instruction from the CTI middleware 305 to hang up the operator terminal 301, and to the call control module 306 sends the command, and the attendant terminal 301 sent by the call control module 306 hangs up. Notification, to hang up notice 301 CTI intermediate member 305 successfully transmitted to the operator terminal.
  • the ACD control module 308 is configured to receive the user call related information sent by the ACD 304, and send the information to the operator control module 309; receive the instruction of the call attendant terminal 301 sent by the operator control module 309, and send the command to the ACD 304; receive the command.
  • the notification of the successful call of the operator terminal 301 sent by the transceiver module 307, and the notification is sent to the operator control module 309; the instruction of the call between the connection user and the operator terminal sent by the operator control module 309 is received, and sent to the command transceiver module 307.
  • the command receives the notification that the call connection between the user and the attendant terminal sent by the ACD 304 is successful, and sends a message that the call connection is successful to the operator control module 309; after receiving the notification that the user sent by the ACD 340 hangs, the user hangs up to the ACD 304.
  • the operator control module 309 is configured to receive a user call sent by the ACD control module 308. Calling the relevant information, assigning the user call to the designated operator terminal according to the preset allocation rule, and sending an instruction to the ACD control module 308 to call the designated operator terminal 301; receiving the call from the ACD control module 308 to the operator terminal 301 successfully. Notifying, sending an answer request to the operator terminal 301; receiving a response message sent by the operator terminal 301, and transmitting an instruction to connect the call between the user and the attendant to the ACD control module 308; receiving the call from the ACD control module 308 is successfully connected The message, and a notification of successful response is sent to the operator terminal 301.
  • FIG. 5 is a flowchart of a call center attendant terminal receiving a user call in a non-long pass mode according to an embodiment of the present invention, and the specific steps are:
  • Step 501 The user initiates a call to the call center, and the call is connected to the ACD.
  • Step 502 The ACD answers the user call and sends the related information of the user call to the CTI middleware.
  • Step 503 The CTI middleware decides to allocate the user call to the designated operator terminal according to a preset allocation rule.
  • Step 504 The CTI middleware sends an instruction to the ACD to call the attendant terminal, and instructs the ACD to call the designated telephone device of the attendant terminal;
  • Step 505 The ACD initiates a call to the telephone device of the designated operator terminal according to the instruction of the CTI middleware.
  • Step 506 the telephone device of the operator terminal answers the call request, and connects the call with the ACD;
  • Step 507 the ACD sends a notification to the CTI middleware that the call of the operator terminal is successful;
  • Step 508 the CTI middleware sends a response request to the attendant terminal agent computer;
  • Step 509 the attendant terminal agent responds to the response request sent by the CTI middleware, and confirms that Connect the call;
  • Step 510 The CTI middleware sends a control command to the ACD, and the command ACD connects the call between the telephone device and the user of the attendant terminal to the call of the telephone device of the user and the attendant terminal respectively, and the user and the attendant can start a call;
  • Step 511 The ACD sends a notification that the call connection is successful to the CTI middleware.
  • Step 514 the ACD sends a notification that the user call hangs to the CTI middleware;
  • Step 515 the CTI middleware sends a call hangup response to the ACD;
  • Step 516 The CTI middleware sends an instruction to the ACD to hang up the attendant terminal, instructing the ACD to hang up the call with the telephone device of the attendant terminal;
  • Step 517 the ACD hangs up the call of the telephone device of the attendant terminal
  • Step 518 The ACD sends a notification that the call is successfully disconnected to the CTI middleware.
  • the operator enters the job number 101 and the telephone device number 8800001 used, and specifies that the working mode is non-long-pass mode, and the CTI middleware is checked in to work.
  • User A dials the system access code 555 of the call center to enter the ACD.
  • the ACD sends the call information of the user A, including the calling number of the user A, the called number, and other information of the user A, to the CTI according to the configuration of the system.
  • the middleware processes, and the CTI middleware decides to assign the call of user A to the operator B for acceptance according to the pre-configured call distribution rule.
  • the CTI middleware issues an instruction to the ACD requesting the ACD to call the attendant B's number 8800001, the ACD calls the attendant telephone device 8800001, and controls the telephone device 8800001 to ring, and after the attendant answers the call, notifies the CTI middleware that the call is successful.
  • the call answering request is sent to the attendant agent, and after receiving the response message returned by the attendant agent, an instruction is sent to the ACD to instruct the ACD to call the user A and the call of the operator B.
  • the connection between user A and attendant B is successful, and the CTI middleware is successfully connected.
  • User A and Operator B start talking, conduct business processing, and consult.
  • ACD receives user A's hang up signal and notifies CTI middleware user A to hang up.
  • the CTI middleware sends an hangup response to the ACD and an instruction to hang up the telephone device of the operator B.
  • the ACD hangs up the call connection of the operator B, and the attendant B's telephone device returns to the initial idle state.
  • the ACD 304 receives the call of the user and submits the call related information to the CTI middleware 305 for processing; receives an instruction from the CTI middleware 305 to connect the call between the user and the attendant terminal, and connects the call between the user and the attendant terminal 301. And sending a notification of successful call connection to the CTI middleware 305; when the user hangs up the phone, the ACD 304 receives the signal that the user hangs up, and sends a notification that the user hangs up to the CTI middleware 305; receives the CTI middleware 305 The user hangs up the response message.
  • the CTI middleware 305 receives the user call related information sent from the ACD 304, assigns the call request to the designated operator terminal according to the preset allocation rule, and sends a call answer request to the operator terminal 301, when receiving the call from the operator terminal 301.
  • the ACD304 sends an instruction to connect the call between the user and the attendant terminal; after receiving the notification that the call connection sent by the ACD 304 is successful, the message that the call is connected to the attendant terminal 301 is sent; when the ACD304 is received, After the user hangs up, the ACD304 sends a message to hang up.
  • the ACD 304 also includes a call control module 306 and a command transceiver module 307.
  • the CTI middleware 305 also includes an operator control module 309 and an ACD control module 308, wherein:
  • the call control module 306 is configured to receive a call of the user, and send the user call related information to the command transceiver module 307; receive an instruction from the command transceiver module 307 to connect the call between the user and the operator terminal, and connect the user and the operator terminal 301. Calling, and sending a notification of successful call connection to the command transceiver module 307; receiving a signal that the user hangs up, and sending a message that the user hangs up to the command transceiver module 307;
  • the command transceiver module 307 is configured to receive the user call related information sent by the call control module 306, and send the information to the CTI middleware 305; receive an instruction sent by the CTI middleware 305 to connect the user and the operator terminal, and The call control module 306 sends the command; receives the notification of the successful call connection sent by the call control module 306, and forwards the notification to the CTI middleware 305; the user sent by the call control module 306 hangs And disconnecting the message, and sending a notification that the user hangs up to the CTI middleware 305; receiving the hang up response message sent by the CTI middleware 305;
  • the ACD control module 308 is configured to receive the user call related information sent by the ACD 304, and send the information to the operator control module 309; receive an instruction from the operator control module 309 to connect the call between the user and the attendant terminal, and send the command to the ACD 304.
  • the command receives the notification that the call connection is successful from the ACD 304, and sends a message that the call has been connected to the operator control module 309; receives the notification that the user sent by the ACD 304 hangs, and sends a message to the ACD 304 that the user hangs up.
  • the operator control module 309 is configured to receive user call related information sent by the ACD control module 308, assign the user call to the designated operator terminal according to a preset allocation rule, send a response request to the operator terminal 301, and receive the attendant terminal 301.
  • the response message sends an instruction to connect the call between the user and the attendant terminal to the ACD control module 308; receives a message that the call is successfully connected by the ACD control module 308, and sends a notification of successful response to the attendant terminal 301.
  • FIG. 6 is a flowchart of a call center operator terminal receiving a user call in a long pass mode according to an embodiment of the present invention, and the specific steps are as follows:
  • Steps 601 ⁇ 603 are the same as steps 501 ⁇ 503, and the CTI middleware assigns a user call request to the designated operator terminal;
  • Steps 604 ⁇ 611 are the same as steps 508 ⁇ 515.
  • the CTI middleware command ACD connects the call between the user and the attendant terminal, and sets the attendant terminal status to idle after the user hangs up.
  • the telephone device of the operator terminal In the long-pass mode, the telephone device of the operator terminal is always in the on state, so the CTI middleware does not need to instruct the ACD to call the telephone device of the operator terminal, and does not need to instruct the ACD to hang up the telephone device of the operator terminal after the user calls up. Therefore, the call center does not need to perform the steps of the telephone terminal of the call attendant terminal in steps 504-507 of FIG. 5 and the telephone equipment of the hang-up operator terminal of steps 516-518 as compared with the non-long pass mode.
  • the ACD 304 receives the call of the user and submits the call related information to the CTI middleware 305 for processing; receives the call from the CTI middleware 305 to designate the operator terminal 301, initiates a call to the operator terminal 301 designated by the CTI middleware 305; and receives the operator
  • the message of the call failure sent by the terminal 301 is sent to the CTI middleware 305 to notify the failure of the operator terminal call;
  • the CTI middleware 305 receives the user call related information sent by the ACD 304, assigns the call request to the designated operator terminal according to the preset allocation rule, and sends an instruction to the call operator terminal 301 to the ACD 304; and receives the operator terminal call sent by the ACD 304.
  • the failure notification sets the attendant terminal status to fault; and continues to assign the call request to other attendant terminals according to the preset allocation rules.
  • the ACD 304 also includes a call control module 306 and a command transceiver module 307.
  • the CTI middleware 305 also includes an operator control module 309 and an ACD control module 308, wherein:
  • the call control module 306 is configured to receive a call of the user, and send the user call related information to the command transceiver module 307; receive an instruction of the call designated operator terminal 301 sent by the command transceiver module 307, and initiate a call to the operator terminal 301 to receive the operator terminal.
  • the message 301 fails to be sent, and sends a notification to the command transceiver module 307 that the call of the attendant terminal fails;
  • the command transceiver module 307 is configured to receive a message of a user incoming call sent by the call control module 306, send the user call related information to the CTI middleware 305, receive an instruction of the call designated operator terminal 301 sent by the CTI middleware 305, and control the call to the call.
  • the module 306 sends the instruction; receives the notification that the operator terminal call failed by the call control module 306, and sends the notification to the CTI middleware 305;
  • the ACD control module 308 is configured to receive user call related information sent by the ACD 304, and send the information to the operator control module 309; receive an instruction from the operator control module 309 to call the operator terminal 301, and send the command to the ACD 304; The notification of the failure of the attendant terminal call sent by the ACD 304, and the notification is sent to the operator control module 309;
  • the operator control module 309 is configured to receive a user call sent by the ACD control module 308. Calling related information, assigning the user call to the designated operator terminal according to the preset allocation rule, and transmitting an instruction to call the designated operator terminal 301 to the ACD control module 308; receiving the notification of the failure of the operator terminal call sent by the ACD control module 308 The status of the operator terminal 301 is set to failure, and the call request is continued to be assigned to other operator terminals according to the preset allocation rule.
  • FIG. 7 is a flowchart of a process when a call center operator terminal is faulty according to an embodiment of the present invention, and the specific steps are as follows:
  • Steps 701 ⁇ 705 are the same as steps 501 ⁇ 505.
  • the CTI middleware assigns a user call to an attendant terminal, and instructs the ACD to call the attendant terminal.
  • Step 706 the ACD obtains information that the attendant terminal fails to call
  • Step 707 the ACD sends a message to the CTI middleware that the attendant terminal fails to call;
  • Step 708 the CTI middleware sets the status of the attendant terminal to a fault, and will not assign the user call to the attendant when the subsequent user call is assigned.
  • step 709 the CTI middleware allocates the current user call to the other operator terminal; after step 709, the call center performs subsequent processing according to the assigned mode of the operator terminal, and will not be described in detail herein.
  • the information about the failure of the operator terminal call obtained by the ACD in step 706 may be the off-hook signal of the telephone device that has not received the operator terminal within the set time, or the network of the telephone device that receives the operator terminal.
  • a prompt for a failed call such as a temporary failure to connect to the GSM network.
  • step 708 the CTI middleware sets the state of the attendant terminal to a fault, which may be permanently set to a fault, until the attendant terminal re-checks in to the call center, or after being set to a fault, periodically periodically detects the attendant terminal. Status, when the attendant terminal can call the call and then cancel the fault state;
  • the operator terminal is made up of a telephone device having a direct dial number.
  • the call center process the following describes the operator's terminal phone number with the extension number as the work phone number of the call center, and when working in non-long pass mode, the call center Processing:
  • the attendant terminal sent by the attendant terminal when checking in the CTI middleware should include the switchboard number and the extension number of the telephone device of the attendant terminal;
  • the ACD 304 receives the call of the user and transmits the user call related information to the CTI middleware 305; receives the instruction of the caller terminal 301 from the CTI middleware 305, and initiates a call to the operator terminal 301 designated by the CTI middleware 305; receives the operator
  • the terminal 301 receives the signal from the switchboard and sends a notification to the CTI middleware 305 that the operator terminal 301 has a call to the switchboard; receives the command from the extension of the call attendant terminal 301 sent from the CTI middleware 305, and the extension of the operator terminal 301 designated to the CTI middleware 305. Initiating a call; receiving a signal of the extension of the operator terminal 301, and transmitting a notification to the CTI middleware 305 that the operator terminal 301 is successful in the extension call;
  • the CTI middleware 305 receives the user call related information sent by the ACD 304, assigns the call request to the designated attendant terminal according to the preset allocation rule, and sends an instruction to the ACD 304 to the caller terminal 301 switchboard; when receiving the ACD304 After the operator terminal 301 has notified the terminal of the call success, the ACD 304 sends an instruction to the extension of the call attendant terminal 301; and receives the notification that the operator terminal 301 sent by the ACD 304 is successful.
  • the ACD 304 also includes a call control module 306 and a command transceiver module 307.
  • the CTI middleware 305 also includes an operator control module 309 and an ACD control module 308, wherein:
  • the call control module 306 is configured to receive a call of the user, and send the user call related information to the command transceiver module 307; receive an instruction from the caller terminal 301 sent by the command transceiver module 307, and initiate a call to the operator terminal 301; receive the command
  • the caller module 307 sends an instruction to the extension of the caller terminal 301, and initiates a call to the designated operator terminal 301; receives the signal of the extension of the operator terminal 301, and sends a notification to the command transceiver module 307 to answer the operator terminal 301.
  • the command transceiver module 307 is configured to receive a user call phase sent by the call control module 306. And the information is sent to the CTI middleware 305; the instruction of the caller terminal 301 from the CTI middleware 305 is received, and the command is sent to the call control module 306; the operator terminal 301 sent by the call control module 306 is received.
  • the notification of the switchboard response is sent to the CTI middleware 305; the command of the call attendant terminal 301 sent by the CTI middleware 305 is received, and the command is sent to the call control module 306; the attendant sent by the call control module 306 is received.
  • the terminal 301 notifies the extension of the notification and sends the notification to the CTI middleware 305.
  • the ACD control module 308 is configured to receive user call related information sent by the ACD 304, and send the information to the operator control module 309; receive an instruction from the attendant control module 309 to call the operator terminal 301, and send the command to the ACD 304;
  • the attendant terminal 301 sent by the ACD 304 notifies the caller of the switchboard success, and sends the notification to the operator control module 309; receives the command of the call attendant terminal 301 sent by the operator control module 309, and sends the command to the ACD 304; receives the ACD304.
  • the attendant terminal 301 announces the success of the extension call and sends the notification to the operator control module 309.
  • the operator control module 309 is configured to receive user call related information sent by the ACD control module 308, assign the user call to the designated operator terminal according to the preset allocation rule, and send an instruction to the ACD control module 308 to call the operator terminal 301. Receiving a notification that the operator terminal 301 sent by the ACD control module 301 is successful; sending an instruction to the ACD control module 308 to call the designated operator terminal 301; receiving the notification that the operator terminal 301 sends an extension call from the ACD control module 308.
  • FIG. 8 is a flowchart of receiving a user call when the call center operator terminal is in the non-long-pass mode and the telephone device number of the operator terminal is an extension number according to an embodiment of the present invention, and the specific steps are as follows:
  • Steps 801 to 803 are the same as steps 501 to 503, and the CTI middleware allocates the user call to the designated operator terminal according to the preset allocation rule;
  • Step 804 The CTI middleware sends an instruction to the ACD, instructing the ACD to call the switchboard number carried by the attendant terminal when checking in;
  • Steps 805 ⁇ 806, ACD is connected to the caller terminal switchboard
  • Step 807 The CTI middleware sends an instruction to the ACD, instructing the ACD to call the extension number carried by the attendant terminal when checking in;
  • Steps 808 ⁇ 809, ACD is connected to the caller terminal extension
  • the call center handles the user call twice when dialing the telephone equipment of the attendant terminal, that is, the CTI middleware. Instructing the ACD to call the switchboard of the attendant terminal's telephone device. After the switchboard call is successful, the CTI middleware then continues to command the ACD to call the extension of the attendant terminal's telephone device.
  • the subsequent The steps are the same as when the attendant terminal signs in to the call center by using the direct dialing number; in addition, the processing in the long pass mode is the same as that of the above-mentioned operator terminal telephone device number is a direct dialing number, and will not be described in detail here;
  • the attendant terminal signs in to the call center with the extension number because the second call is required, there are two possible call failures when the call fails, the call to the switchboard fails or the caller's call is normal, the call extension fails, and the two call failures are processed and Attendant terminal with direct dialing number The same is true when you check in to the call center.
  • the process of sending the response request from the CTI middleware to the operator terminal and the response response from the attendant terminal is to let the attendant terminal confirm that the user call can be handled normally, if the operator terminal Although the telephone equipment can be called, the attendant is handling other things and cannot answer the user's call. At this time, the attendant can return to the busy or unable to answer the call through the attendant terminal, and inform the CTI middleware that the user cannot temporarily accept the call. In this case, the CTI is in the middle.
  • the device may refer to the method for handling the failure of the operator terminal telephone device, first disconnecting the call with the operator terminal telephone device, and then assigning the user call to the other operator terminal for processing. Therefore, various problems occurring to the operator terminal can be processed according to the processing method described in the embodiment of the present invention.
  • the CTI middleware of the embodiment of the present invention accepts the check-in of the attendant terminal, and the operator terminal controls; when a user calls,
  • the CTI middleware command ACD calls the telephone device of the attendant terminal and connects the caller to the user. After the user hangs up, the CTI middleware commands the ACD to hang up the telephone device of the attendant terminal, so as to realize the transparency of the attendant terminal to the ACD.
  • the ACD does not need to understand the concept of the operator, only control the call connection and hang up, hand over the control originally carried out by the ACD operator terminal to the CTI middleware, and completely separate the control of the telephone device of the attendant terminal from the ACD.
  • the number of the telephone equipment of the attendant terminal is independent of the ACD; therefore, the telephone equipment of the operator terminal can be checked into the call center using the telephone equipment in any public network connected to the ACD, thereby realizing the distributed deployment of the operator terminal in the public network.
  • the operator terminal is directly controlled by the CTI middleware, it is convenient to flexibly formulate various operator terminal functions according to service requirements, such as different working modes, and to facilitate handling problems such as malfunction of the operator terminal telephone equipment that may occur, Improve the reliability of the attendant service.
  • the present invention can be implemented by hardware, or can be implemented by means of software plus necessary general hardware platform, and the technical solution of the present invention. It can be embodied in the form of a software product that can be stored in a non-volatile storage medium (which can be a CD-ROM, a USB flash drive, a mobile hard disk, etc.), including a number of instructions for making a computer device (may It is a personal computer, a server, or a network device, etc.) that performs the methods described in various embodiments of the present invention.
  • a non-volatile storage medium which can be a CD-ROM, a USB flash drive, a mobile hard disk, etc.
  • a computer device may It is a personal computer, a server, or a network device, etc.

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  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé, un système et un dispositif permettant à une centrale d'appels de traiter des appels de clients. Un intergiciel CTI accepte la connexion d'une borne téléphonique et n'enregistre pas le numéro de téléphone de la borne dans l'ACD. Lorsqu'un client effectue un appel, l'intergiciel CTI demande à l'ADC d'appeler un dispositif à borne téléphonique concerné et établit une liaison entre le client et le téléphoniste. Après que le client à raccroché, le CTI demande à l'ACD de raccrocher le dispositif à borne téléphonique. Le dispositif qui commande les dispositifs à borne téléphonique constitue un intergiciel de l'ACD original et est totalement séparé de l'ACD. L'ACD et les dispositifs de bornes téléphoniques sont indépendants. Un dispositif à borne téléphonique peut se connecter à une centrale d'appel par l'intermédiaire de n'importe quel réseau public connecté à l'ACD. L'invention concerne également la configuration distribuée des bornes téléphoniques dans un réseau public.
PCT/CN2009/070072 2008-01-09 2009-01-08 Procédé, système et dispositif permettant à une centrale d'appels de traiter des appels de clients WO2009089787A1 (fr)

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CNA2008100001988A CN101483699A (zh) 2008-01-09 2008-01-09 呼叫中心处理用户呼叫的方法、系统及装置
CN200810000198.8 2008-01-09

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CN103428379B (zh) * 2012-05-16 2016-08-03 中兴通讯股份有限公司 坐席服务对象的交换方法及装置
CN103856641B (zh) * 2012-12-03 2017-02-01 杭州华为企业通信技术有限公司 语音呼叫的处理方法、装置与系统
CN103338239A (zh) * 2013-06-09 2013-10-02 北京讯鸟软件有限公司 分布式呼叫中心系统及其座席控制方法
CN103634485B (zh) * 2013-11-25 2017-02-22 广州市聚星源科技有限公司 Acd及其实现方法
CN107786760B (zh) * 2017-11-01 2020-08-25 上海华客信息科技有限公司 呼叫中心及其排队管理方法、装置、电子设备、存储介质
CN108924370B (zh) * 2018-07-23 2020-12-15 携程旅游信息技术（上海）有限公司 呼叫中心外呼语音波形分析方法、系统、设备及存储介质
CN110324500B (zh) * 2019-05-07 2020-07-24 重庆天蓬网络有限公司 软电话使用呼叫中心的系统

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