WO2010133055A1 - 一种虚拟坐席的监控系统和方法 - Google Patents
一种虚拟坐席的监控系统和方法 Download PDFInfo
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- WO2010133055A1 WO2010133055A1 PCT/CN2009/074011 CN2009074011W WO2010133055A1 WO 2010133055 A1 WO2010133055 A1 WO 2010133055A1 CN 2009074011 W CN2009074011 W CN 2009074011W WO 2010133055 A1 WO2010133055 A1 WO 2010133055A1
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- WIPO (PCT)
- Prior art keywords
- mobile terminal
- virtual
- virtual agent
- status information
- call
- Prior art date
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- 238000012544 monitoring process Methods 0.000 title claims abstract description 87
- 238000000034 method Methods 0.000 title claims abstract description 33
- 230000004044 response Effects 0.000 claims description 15
- 230000008569 process Effects 0.000 description 7
- 230000006870 function Effects 0.000 description 6
- 238000010586 diagram Methods 0.000 description 3
- 230000008859 change Effects 0.000 description 2
- 238000004891 communication Methods 0.000 description 2
- 238000010276 construction Methods 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 230000010354 integration Effects 0.000 description 1
- 230000002452 interceptive effect Effects 0.000 description 1
- 230000007246 mechanism Effects 0.000 description 1
- 238000012545 processing Methods 0.000 description 1
- 238000012546 transfer Methods 0.000 description 1
Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/04—Network management architectures or arrangements
- H04L41/046—Network management architectures or arrangements comprising network management agents or mobile agents therefor
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/20—Network architectures or network communication protocols for network security for managing network security; network security policies in general
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L43/00—Arrangements for monitoring or testing data switching networks
- H04L43/20—Arrangements for monitoring or testing data switching networks the monitoring system or the monitored elements being virtualised, abstracted or software-defined entities, e.g. SDN or NFV
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- 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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W8/00—Network data management
- H04W8/02—Processing of mobility data, e.g. registration information at HLR [Home Location Register] or VLR [Visitor Location Register]; Transfer of mobility data, e.g. between HLR, VLR or external networks
- H04W8/04—Registration at HLR or HSS [Home Subscriber Server]
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y04—INFORMATION OR COMMUNICATION TECHNOLOGIES HAVING AN IMPACT ON OTHER TECHNOLOGY AREAS
- Y04S—SYSTEMS INTEGRATING TECHNOLOGIES RELATED TO POWER NETWORK OPERATION, COMMUNICATION OR INFORMATION TECHNOLOGIES FOR IMPROVING THE ELECTRICAL POWER GENERATION, TRANSMISSION, DISTRIBUTION, MANAGEMENT OR USAGE, i.e. SMART GRIDS
- Y04S40/00—Systems for electrical power generation, transmission, distribution or end-user application management characterised by the use of communication or information technologies, or communication or information technology specific aspects supporting them
- Y04S40/20—Information technology specific aspects, e.g. CAD, simulation, modelling, system security
Definitions
- the present invention relates to a virtual call center system for communication and a method thereof, and more particularly to a system and method for monitoring a virtual seat state. Background technique
- the seat of the virtual call center may be a lot of terminal devices, which may be a fixed telephone of a traditional agent terminal, a mobile phone, a PHS, or a softphone (referred to as a soft phone).
- the emergence of these terminals has greatly reduced the operating costs of operators and also provided excellent services.
- the virtual call center includes: an automatic caller (ACD), a computer telephony integration (CTI, Computer Telecommunications) server, and a human agent and its binding.
- ACD automatic caller
- CTI Computer telephony integration
- the soft seat consists of a virtual agent module and a monitoring module. The working process is as follows:
- the call of the terminal is connected to the ACD through the NGN (Next Generation Network) network, and the call is transferred to the CTI server by the ACD; the CTI server selects the virtual agent in the virtual agent module to provide each call by the queuing and routing function.
- the service such as the consulting service, monitors the status of the virtual agent (softphone or fixed line) through the information reported by the CTI server, such as whether it is in the receiving state, whether it is in the service, and so on.
- the technical problem to be solved by the present invention is to provide a virtual agent monitoring system and method, which can monitor a virtual agent using a mobile phone, thereby increasing the service strength of the virtual call center.
- the present invention provides a virtual agent monitoring system, including: a service control module loaded on the intelligent network, and a storage module respectively connected to the service control module, and a virtual agent module; wherein:
- the service control module is configured to at least perform a called contract with the mobile terminal that needs to be registered as a virtual agent, and save the information of the called subscription in the storage module; and set the status information of the mobile terminal registered as the virtual agent through the intelligent network. And saving in the storage module; further configured to select a virtual agent to serve the incoming call according to the status information;
- the storage module is configured to save the information of the called subscription and the information of the virtual agent containing the status information, and save the information of the incoming call;
- the virtual agent module is configured to provide a corresponding virtual agent to serve the incoming call under the selection of the service control module.
- the status information of the mobile terminal monitored by the service control module includes at least: status information of the power on or off of the mobile terminal and status information of the service of the mobile terminal as the virtual agent;
- the information of the virtual agent saved by the storage module includes one or more of the following: a number of the mobile terminal, status information of the power on or off, and status information of the service.
- the status information of the power on or off of the mobile terminal monitored by the service control module includes: Status information of the machine and/or the real shutdown, wherein the status information of the real power on or the real power is obtained from the home location register HLR or the visit location register VLR, and the mobile terminal in the real power off state will not be selected as the virtual agent;
- the status information of the service monitored by the service control module including the status information of the virtual agent being serviced or the service ending.
- the status information of the power on or off of the mobile terminal monitored by the service control module further includes: status information of the virtual boot and/or virtual shutdown, wherein the status information of the virtual boot or virtual shutdown is set by the virtual boot or virtual shutdown provided by the mobile terminal.
- the mobile terminal obtained by one or more access methods and in a virtual shutdown state will not be selected as a virtual agent.
- the service control module is further configured to perform a calling contract with the mobile terminal registered as a virtual agent, and save the information of the calling party in the storage module.
- the status information of the mobile terminal monitored by the service control module further includes: status information of the mobile terminal as a normal call user;
- the storage module is also configured to save the information of the calling party subscription.
- the information of the virtual agent saved by the storage module further includes: a call in progress and a Z or call end status information.
- system further includes a monitoring module connected to the service control module, where: the service control module is further configured to send the status information to the monitoring module for the status information with the corresponding type of information while saving the status information of the virtual agent;
- the corresponding type of message includes one or more of the following: a message indicating a real power-on or a real power-off state of the mobile terminal, a message indicating a virtual power-on or virtual power-off state of the mobile terminal, a message indicating that the virtual agent is serving or a service end state, and a message indicating that the mobile terminal is in a call or a call end state as a normal call user;
- the monitoring module is configured to determine and display the status of the corresponding virtual agent based on the corresponding type of message received from the service control module.
- the present invention provides a method for monitoring a virtual agent, including: when the mobile terminal needs to be registered as a virtual agent, at least the called party signs the contract with the mobile terminal, and saves the information of the called party; as well as,
- the status information of the mobile terminal registered as the virtual agent is monitored by the intelligent network and the status information is saved, and the virtual agent is selected to serve the incoming call according to the status information.
- the step of monitoring the status information of the mobile terminal includes: monitoring status information of the power on and/or off of the mobile terminal and saving; and/or monitoring status information of the mobile terminal as a service of the virtual agent and saving.
- the step of monitoring the status information of the power-on or power-off of the mobile terminal includes: sending a request to the home location register HLR or the visitor location register VLR, and saving the state information of the real power-on and/or the real-time shutdown of the mobile terminal fed back by the HLR or the VLR; A mobile terminal in a real shutdown state will not be selected as a virtual agent;
- the step of monitoring the status information of the service includes: returning, by the intelligent network, a response message of the virtual agent to the call to obtain status information of the virtual agent being served and saving; or, by using smart one:: ' " , '
- the step of monitoring the status information of the power on or off of the mobile terminal further includes: providing the mobile terminal with one or more access modes for setting a virtual boot or virtual shutdown, saving
- the method further includes:
- the mobile terminal When the mobile terminal needs to be registered as a virtual agent, the mobile terminal also performs a calling signing with the mobile terminal, and saves the information of the calling party signing;
- the step of monitoring the status information of the mobile terminal further includes: monitoring status information of the call of the mobile terminal as a normal call and saving;
- the step of monitoring the state information of the call of the mobile terminal as a normal call includes: returning, by the intelligent network, a response message of the mobile terminal to connect to the call, obtaining state information of the mobile terminal that is in a call, and saving; or returning the virtual through the intelligent network.
- the response message of the agent hanging up the call acquires the status information of the virtual agent call end and saves it.
- the method includes:
- the status information of the virtual agent is monitored and saved, the status information of the virtual agent is further displayed with a corresponding type of status indication identifier; wherein the status indicator of the corresponding type includes one or more of the following types. : an identifier indicating a real power-on or a real power-off state of the mobile terminal, an identifier indicating a virtual power-on or virtual power-off state of the mobile terminal, an identifier indicating that the virtual agent is in service or a service end state, and indicating the The identity of the mobile terminal that is in a call or end of call.
- the virtual agent monitoring system and method provided by the invention expands the monitoring scope of the virtual agent, and in addition to monitoring the virtual agent using the traditional soft phone and the fixed line, it also supports monitoring the virtual agent using the mobile phone.
- the business control module and storage module replace the original ACD and CTI servers, which greatly simplifies the complexity of the system, and can change the virtual call center from heavyweight to lightweight, which can better adapt to the market. Different needs.
- the technical solution of the present invention makes greater use of various information, and improves user satisfaction and market competitiveness of products and services. BRIEF abstract
- 1 is a schematic structural diagram of an existing virtual call center
- FIG. 2 is a schematic structural diagram of a virtual seat monitoring system according to the present invention.
- FIG. 3 is a flowchart of a method for monitoring a mobile virtual agent as a called party according to an application example of the method of the present invention.
- FIG. 4 is a second application example of the method of the present invention, that is, a flow chart for monitoring the status of a normal call by a mobile virtual agent as a calling party.
- the virtual seat monitoring system and method provided by the present invention have the inventive concept that when the service control module in the monitoring system needs to register the mobile terminal as a virtual agent, the host/called party is contracted with the mobile terminal in advance, and the subscription information is signed.
- the status information of the mobile terminal registered as a virtual agent is monitored and saved by the intelligent network; at the same time, the status of the virtual agent is displayed in different types of status indicators; and the virtual agent is selected to serve the incoming call according to the status information of the virtual agent.
- FIG. 2 it is a schematic structural diagram of a virtual agent monitoring system provided by the present invention, by which a lightweight virtual call center system can be constructed.
- the virtual agent monitoring system includes a service control module loaded on the intelligent network, a storage module, a monitoring module, and a virtual agent module; wherein:
- the service control module is respectively connected to the storage module, the monitoring module, the virtual agent module, and the NGN network, and is used for signing the subscription information of the master/called party with the number of the mobile terminal when the mobile terminal needs to be registered as the virtual agent. Save to the storage module; continuously obtain the status of the real power on or off, virtual power on or power off of the mobile terminal registered as a virtual agent, and save the corresponding state information in the storage module;
- the smart device When receiving the call requesting the service through the NGN network, according to the information of the virtual agent queried from the storage module, if the mobile terminal that selects the subscription in the virtual agent module is selected as the virtual agent to serve the call, the smart device is used.
- the network learns the service status of the virtual agent; or, when the subscribed mobile terminal receives the call as the normal master/called party, the corresponding call is connected, and the normal call state of the virtual agent is learned through the intelligent network;
- the storage module is configured to save the subscription information and the virtual agent information of the calling/called contract with the mobile terminal registered as the virtual agent, and the call queue and the incoming call information therein.
- the monitoring module is configured to determine and display a status of the corresponding virtual agent according to the corresponding type of message received from the service control module.
- the virtual agent module is connected to the NGN network, and is configured to provide a corresponding virtual agent to serve the incoming call under the routing of the service control module, where at least the virtual seat that binds the mobile number is included. Seat.
- the service control module when receiving the call requested by the terminal, the service control module writes the information of the incoming call (telephone number, etc.) to the end of a call queue in the storage module, and then queries the caller information of the queue leader in the call queue (incoming call) Number), as the object of the selected service, then select and assign virtual agents for service.
- the purpose of this is to allow incoming calls to wait in an orderly manner in the call queue in the case where a large number of incoming calls to the requesting service are received and the virtual agent module does not have time to provide a virtual virtual seat for service.
- the service control module periodically sends a status request message to the HLR/VLR to query the real power on or power off state of the mobile terminal registered as a virtual agent.
- a virtual agent that is represented as a true shutdown will not be selected to serve as an incoming call.
- the service control module can also provide virtual agents with multiple access modes for setting their own virtual open and shutdown states, such as through SMS, Interactive Voice Response (IVR), and the like.
- a virtual agent that is indicated as a virtual shutdown state will not be selected as an incoming call service.
- the service control module saves the learned call status information of the virtual agent according to the response message sent by the intelligent network.
- the call status information of the virtual agent includes both the service status message serving as the service provider for the incoming call, and the normal call status message as the normal master/called call.
- the type of the message sent by the service control module to the monitoring module includes any one of the following types: information indicating the real power-on or power-off status of the virtual agent mobile terminal, and the virtual power-on or power-off state of the mobile terminal registered as the virtual agent.
- the message indicating that the mobile terminal registered as the virtual agent is in the service or service end state or the message indicating that the mobile terminal registered as the virtual agent is performing the normal call or the end state of the call.
- the type of the message sent to the monitoring module is the real boot type, such as “ ⁇ ”; if the feedback obtained is the shutdown state of the mobile terminal, The type of the message sent to the monitoring module is the real shutdown type, as indicated by "2". If the service control module knows that the virtual agent sets its own state through the IVR to virtual boot, the message type is sent to the monitoring module as the virtual boot type. If it is said to be "3"; if it is known that the virtual agent sets its own state through the IVR to virtual shutdown (and at this time the virtual If the intended agent is actually in the real power-on state, the message type sent to the monitoring module is the virtual shutdown type, as indicated by "4".
- the status information of the virtual agent stored in the storage module such as the status of the mobile terminal that is registered as the virtual agent, the power-off status information, the virtual agent is serving or the service is over, the call is in progress, or the call is over.
- the monitoring module displays the status of the virtual agent in an interface manner, which can be displayed in the form of a WEB portal (web page form), or can be displayed in the form of a common C/S client (such as an application installed on the client), or can be embedded in another system (for example, the enterprise switchboard system mentioned later) and so on.
- a WEB portal web page form
- a common C/S client such as an application installed on the client
- another system For example, the enterprise switchboard system mentioned later
- Each virtual agent corresponds to a status indication identifier on the display interface, and the status indication identifier can be a picture, a letter, an indicator light, an animation form, and the like.
- the corresponding interface identifier of the virtual agent is located, according to the message type (such as on, off state, service or service end, calling or end of call, etc.) and message The type of call (service call, normal call, etc.) determines the status of the corresponding status indication indicator on the interface.
- the virtual agent in the virtual agent module can use a soft phone or a fixed line, and can also use a mobile phone.
- the status of the mobile phone is saved on the HLR/VLR.
- the mobile number needs to be signed into the system as the master/called party, so that each call related to the mobile number is called to the system, so that the system
- the monitoring module can monitor the virtual seats using mobile phones in real time.
- the present invention is directed to the above system, and also provides a method for monitoring a virtual agent, including:
- the mobile number When the mobile number needs to be registered as a virtual agent, the mobile number is signed as a master/called party to the monitoring system, and the subscription information is saved;
- the status request message is sent to the HLR periodically, and the obtained feedback is the power on or off state of the mobile terminal, and the information indicating that the mobile terminal is in the real power on state or the real power off state is written to the local save.
- Virtual agents that are represented as true shutdown will not be selected to serve as an incoming call.
- virtual agents can be provided with multiple access modes such as SMS and IVR to set their own virtual open and shutdown status. If it is known that the virtual agent sets its own state through the IVR to a virtual power-on or power-off state, it will indicate that the mobile terminal is in virtual power-on or virtual power-off state information and write to the local save. A virtual agent that is indicated as a virtual power off state will not be selected to serve as an incoming call.
- the status indication identifier corresponding to the virtual agent is set to the corresponding type and displayed.
- the reason why the present invention is to define the above two types of on-off state for the virtual agent of the mobile terminal is to provide a flexible application to the mobile terminal user who performs the virtual agent service.
- a virtual shutdown state When such a user is at rest, it can be set to a virtual shutdown state during which the user can call the number of his/her family or friend as a normal user without having to serve as a virtual agent for the incoming call.
- the information of the incoming call is written into the tail of the local call queue, and then the incoming call information (caller number) of the first call of the call queue is queried as the selected service.
- a mobile terminal registered as a virtual agent can also be used as a normal caller to call other terminals (or called as a normal called party by other terminals) in addition to being called as a virtual agent to provide services for incoming calls.
- the virtual agent calls the other terminal as a normal calling party
- the called party number is obtained by querying to confirm whether the called party is registered in the system, and the registration in the system indicates that the system is an internal call, and otherwise the system is an external call.
- the system will adopt different processing procedures accordingly to connect the called party to the ordinary caller to make a call.
- the reason why the present invention monitors the call status of the virtual agent in the identity of the ordinary caller or the called call is because the virtual agent can be selected as the service provider in the process of making a normal call call. That is, the present invention can realize real-time monitoring of the virtual seat state using the mobile phone.
- the response message of the virtual agent is connected to the phone, and the corresponding call state information of the virtual agent is monitored and displayed.
- the known virtual agent's call state information is saved locally, and the various states of the virtual agent are displayed with different status indication flags.
- the call status information of the virtual agent includes both a service status message serving as a service provider for the incoming terminal, and an ordinary call status message as a normal master/called party.
- the service control module When the inbound terminal is connected to the virtual agent, the service control module sends a message that the virtual agent is "serving" (or “talking" message); when the inbound terminal or the virtual agent hangs up, the service control module sends the virtual The message "The service is over” (or the "End of the call” message).
- the following takes the enterprise switchboard system as an application example, and elaborates the process of embedding the virtual agent monitoring system of the present invention to monitor the virtual agent. It is primarily a description of the process of monitoring with a virtual agent of a mobile phone, including the flow of the mobile phone as a service for the called party and the process by which the mobile phone dials the other phone as a normal caller.
- the enterprise switchboard system here can provide a lot of functions for the enterprise. In addition to providing the transfer service as an ordinary switchboard, it also provides a virtual seat function. Therefore, for a mobile number registered as a virtual agent, it is necessary to sign the master/called party to the system. In this way, the system can monitor the status of the virtual agent.
- the switchboard system selects a virtual agent to serve the call according to the queuing policy.
- the selected virtual agent is a mobile phone, the following steps are included: 301: When a terminal dials the switchboard number of the enterprise group, the call is accessed to the service control module;
- the service control module inserts the phone number information of the call into the call queue information table in the storage module; and queries the caller information and the virtual seat information of the team leader in the call queue information table in the storage module;
- the incoming call information is, for example, the number of the incoming call, and the incoming call number is used as the selected service object in the call queue;
- the information of the virtual agent is, for example, the last service time of the virtual agent and the number of the virtual agent.
- the service control module selects the virtual agent who has not served the least time or the least number of services according to the last service time of the virtual agent to provide services for the selected service object.
- the service control module selects, according to the information of the virtual agent and the service content, a virtual agent of the mobile phone to provide a service for the selected caller;
- the service control module selects a virtual agent from multiple virtual agent branches in the virtual agent module by using a queuing algorithm, such as an algorithm that has not been served for the longest time and has the least number of services.
- the incoming call terminal connects to the virtual agent and makes a service call
- the service control module After receiving the response message that the call is connected through the intelligent network, the service control module sends a message of “being service” type to the monitoring module;
- the business control module uses, for example, "5" to indicate a "serving" type of message.
- the monitoring module After receiving the message, the monitoring module sets the status of the corresponding virtual agent ID in the WEB portal to "Serving" and displays it.
- the service control module writes the state of the virtual agent to the storage module at the same time; this is to ensure that the virtual agent is not selected again before it hangs up.
- the service control module After receiving the response message of the on-hook through the intelligent network, the service control module sends a message of “service end” type to the monitoring module;
- the business control module uses a "6" to indicate a "service end” type of message.
- the monitoring module After receiving the message, the monitoring module cancels the status of the "serving" status of the corresponding virtual agent ID in the WEB portal and displays it.
- the service control module rewrites the information of the virtual agent of the service to the storage module again. Medium.
- the information of the virtual agent such as the status of the virtual agent, the end time of the service, and the duration of the service.
- Other terminals can also directly dial the phone number of the virtual agent. Because the mobile number is signed into the system by the master/called party, any call about the virtual agent will enter the system of the enterprise switchboard. In this way, the monitoring module of the enterprise switchboard can monitor it in real time.
- the process of registering a virtual mobile phone as the calling party of the ordinary telephone includes the following steps:
- the mobile phone registered as the virtual agent dials the external mobile phone number to call the mobile phone; since the virtual agent is the number signed by the calling party, the call enters the service control module of the monitoring system of the virtual agent embedded in the enterprise switchboard system. ;
- the service control module queries information about the called number in the storage module.
- the called number is registered in the system, if it is not registered, the called number is an external telephone of the enterprise.
- the service control module finds that the called number is not registered in the system, and then dials the external called terminal.
- the terminal connects to the virtual agent and makes a normal call
- the service control module After receiving the response message of the connected call through the intelligent network, the service control module sends a message of “being a call” to the monitoring module;
- the service control module uses, for example, "7" to indicate a "talking" type of message.
- the monitoring module After receiving the message, the monitoring module sets the status of the corresponding virtual agent ID in the WEB portal to "Calling, and displaying.
- the service control module writes the state information of the virtual agent to the storage module to ensure that the virtual agent is not selected before being hanged;
- the service control module uses, for example, "8" to indicate a "talking" type of message.
- the monitoring module cancels the status of the "talking" of the corresponding virtual agent ID in the WEB portal and displays it.
- the service control module writes the information of the virtual agent to the storage module again.
- the information of the virtual agent is like the status of the virtual agent.
- the virtual agent monitoring system and method of the present invention expands the existing virtual call center, can support the monitoring of the virtual agent state of the mobile phone, and reduces the construction of the virtual call center.
- the cost the use of resources to a greater extent, makes the use of the system more convenient, thereby increasing the cost performance of the system, improving the competitiveness of the market, and having obvious economic and social benefits.
- the virtual agent monitoring system and method provided by the invention expands the monitoring scope of the virtual agent, and in addition to monitoring the virtual agent using the traditional soft phone and the fixed line, it also supports monitoring the virtual agent using the mobile phone.
- the business control module and storage module are used instead of the original ACD and CTI servers, which greatly simplifies the complexity of the system, and can change the virtual call center from heavyweight to lightweight, which can better adapt to different markets. Demand.
- the technical solution of the present invention makes greater use of various information, and improves user satisfaction and market competitiveness of products and services.
Description
Claims
Priority Applications (3)
Application Number | Priority Date | Filing Date | Title |
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JP2012511117A JP5499163B2 (ja) | 2009-05-20 | 2009-09-17 | バーチャルエージェントのモニタリングシステム及び方法 |
KR1020117030448A KR101341082B1 (ko) | 2009-05-20 | 2009-09-17 | 가상 에이전트의 모니터링 시스템 및 방법 |
EP09844807.9A EP2434792B1 (en) | 2009-05-20 | 2009-09-17 | System and method for monitoring virtual agents |
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CN200910138486.4 | 2009-05-20 | ||
CN2009101384864A CN101895848A (zh) | 2009-05-20 | 2009-05-20 | 一种虚拟坐席的监控系统和方法 |
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WO2010133055A1 true WO2010133055A1 (zh) | 2010-11-25 |
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EP (1) | EP2434792B1 (zh) |
JP (1) | JP5499163B2 (zh) |
KR (1) | KR101341082B1 (zh) |
CN (1) | CN101895848A (zh) |
WO (1) | WO2010133055A1 (zh) |
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CN102299967A (zh) * | 2011-09-08 | 2011-12-28 | 中兴通讯股份有限公司 | 移动座席系统、网关、移动终端及实现移动座席的方法 |
CN103457981B (zh) * | 2012-06-05 | 2018-06-19 | 南京中兴软件有限责任公司 | 呼叫中心座席系统、实现方法、及终端 |
CN103533189B (zh) * | 2012-07-02 | 2017-08-08 | 中兴通讯股份有限公司 | 移动座席呼叫的分配方法和装置 |
CN104683608B (zh) * | 2013-11-29 | 2018-05-25 | 华为技术有限公司 | 实现分布式呼叫中心的方法和分布式呼叫中心及相关装置 |
CN105306756A (zh) * | 2014-06-16 | 2016-02-03 | 中兴通讯股份有限公司 | 终端状态的交互方法、呼叫中心、终端以及呼叫中心系统 |
CN111787162B (zh) * | 2020-02-28 | 2021-09-21 | 中国移动通信集团广东有限公司 | 应用于呼叫中心业务的呼叫方法、装置、系统、存储介质 |
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CN1741669A (zh) * | 2004-08-25 | 2006-03-01 | 华为技术有限公司 | 一种报告移动用户状态信息的方法 |
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KR20120012488A (ko) | 2012-02-10 |
CN101895848A (zh) | 2010-11-24 |
KR101341082B1 (ko) | 2013-12-13 |
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EP2434792A4 (en) | 2013-09-11 |
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