WO2011000240A1 - 呼叫中心坐席故障处理方法及系统 - Google Patents
呼叫中心坐席故障处理方法及系统 Download PDFInfo
- Publication number
- WO2011000240A1 WO2011000240A1 PCT/CN2010/072753 CN2010072753W WO2011000240A1 WO 2011000240 A1 WO2011000240 A1 WO 2011000240A1 CN 2010072753 W CN2010072753 W CN 2010072753W WO 2011000240 A1 WO2011000240 A1 WO 2011000240A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- agent
- call
- service
- list
- control module
- Prior art date
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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
- H04M3/5175—Call or contact centers supervision arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/08—Indicating faults in circuits or apparatus
- H04M3/12—Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
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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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5237—Interconnection arrangements between ACD systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
- H04M2203/404—Collaboration among agents
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
- H04M2203/552—Call annotations
-
- 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
- H04M3/42221—Conversation recording systems
-
- 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
- H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
Definitions
- the present invention relates to the field of communications technologies, and in particular, to a method and system for handling a call center agent failure. Background technique
- the Call Center is a multimedia customer service center that combines multiple access technologies and leverages computer technology to automatically and flexibly handle a variety of telephony services.
- the more advanced call centers are generally composed of an Access Control Module (ACM), a Call Control Module (CCM), and a Human Agent (Agent).
- ACM Access Control Module
- CCM Call Control Module
- Agent Human Agent
- the call center is now schematic.
- the user terminal UE, User Equipment
- the ACM accesses the call to the ACM through the communication network, and the ACM converts the signaling flow from the bottom layer into a standard internal command and sends it to the CCM.
- the CCM uses its own queuing according to the command, and the routing function selects the Agent to serve the incoming call user. .
- the existing call center can only notify the user to hang up and terminate the service, but cannot re-transfer the user to the standby agent and continue to interrupt. Service process.
- the current call center lacks an effective agent monitoring module, although the call control module can perform certain tasks on the agent. Monitoring, but the function is imperfect and the real-time performance is not high;
- the current call center lacks relevant user interaction information to save the device, even if the agent can be successfully switched, but the user business process information is lost, the service has to start from the new;
- the center lacks a set of emergency response methods for Ag ent . Summary of the invention
- the technical problem to be solved by the present invention is to provide a call center agent fault processing method and system, which solves the problem that the prior art cannot solve the problem of switching to another normal seat if the call is held after the agent fails.
- the present invention provides a call center agent failure processing method, and the method includes:
- Step a After the agent fails in the call service process, generate a standby agent list and form a fault detection message;
- Step b According to the fault detection message, the call center and the communication network maintain a communication link of the call service;
- Step c selecting an alternate agent from the list of spare agents determined to be non-empty to receive service interaction data recorded during the call service process before the occurrence of the fault;
- Step d Notifying the communication network to establish the call service with the standby agent.
- the fault detection message includes information of the agent that has failed and the standby agent list.
- the method further includes: cutting off the call service of the communication network and the agent according to the information of the agent that is faulty in the fault detection message Communication link.
- the step b and the step c further include: after determining that the standby agent list is empty, sending the sounding signaling to the communication network, and waiting to obtain a non-empty spare agent list in the periodic time.
- the step a further includes: listening to the working state of the agent, and recording service interaction data of the agent in the call service process.
- the step c specifically includes:
- the call control module selects an alternate agent from the list of the alternate agents determined to be non-empty. Sending an emergency call request message;
- the standby agent After receiving the emergency call request message, the standby agent returns a response signal to the call control module;
- the call control module sends a transmission service interaction data request to the agent monitoring module; the agent monitoring module controls the agent service information module to send the service interaction data to the standby agent.
- the present invention also provides a call center agent fault handling system, the system includes an agent monitoring module, an agent service information module, a call control module, and an access control module; wherein, the agent monitoring module is configured to monitor the call service process. After the agent fails, an alternate agent list is generated and a fault detection message is formed;
- the agent service information module is connected to the agent monitoring module, and is configured to record service interaction data in the call service process before the occurrence of the fault under the control of the agent monitoring module; and send the service interaction data to the selected one. Alternate seat;
- a call control module configured to be connected to the agent monitoring module, configured to receive the fault detection message; and select an alternate agent from the list of the alternate agents determined to be non-empty;
- An access control module configured to be connected to the call control module, configured to: according to the fault detection message, the access control module and the communication network maintain a communication link of the call service, and notify the communication network to establish and reserve the communication network The call service between the agents.
- the call control module is further configured to: after determining that the standby agent list is empty, send the playback signaling to the access control module, and wait for the non-empty spare agent list to be obtained.
- the call control module is further configured to cut off a communication link between the call control module and the call service of the agent according to the information of the agent that is faulty in the fault detection message.
- the call center agent fault handling system and method of the present invention informs the access control module and the communication network to maintain the communication link of the call service according to the fault detection message by the call control module.
- the route is selected from the standby agent list obtained by the agent monitoring module, so that the call center can switch the user to the backup agent and continue the service process while maintaining the call, thereby improving the service quality.
- Figure 1 is a schematic diagram of the current call center
- FIG. 2 is a flowchart of Embodiment 1 of a call center agent fault processing method according to the present invention
- FIG. 3 is a flowchart of Embodiment 2 of a call center agent fault processing method according to the present invention
- FIG. 4 is a schematic diagram of a call center agent fault processing system according to the present invention; schematic diagram. detailed description
- the call center agent fault handling method of the present invention is divided into two cases: one is a fault processing method in the case where there is an idle standby seat; and the other is a fault processing method in the case where there is no idle standby seat.
- the two cases are described in detail below.
- FIG. 2 it is a flowchart of Embodiment 1 of a method for processing a call center agent in the present invention.
- the first case is described in which there is an idle spare seat.
- the method includes the following steps:
- Step 10 The Agent Supervisor Module (ASM) monitors the working status of the agent, and notifies the Agent Service Information Module (ASIM) to record a seat such as the agent 1 interacting with the user's call service process. data.
- ASM Agent Supervisor Module
- ASIM Agent Service Information Module
- Step 11 The ASM monitors the agent's agent failure during the call service.
- Step 12 The ASM searches all the agents in the current call center, generates a standby agent list, and generates a fault detection message to the call control module (CCM) to notify the appearance of the agent 1 and the alternate agent list; the fault detection message includes the occurrence of The information of the agent in the fault and the spare seat List of seats.
- CCM call control module
- Step 13 The CCM notifies the access control module (ACM) and the communication network to maintain a communication link of the call service according to the fault detection message, that is, the CCM sends a link hold request message to the ACM, and the ACM sends a link hold message to the communication network.
- ACM access control module
- the CCM cuts off the communication link with the call service of the agent 1; of course, the communication connection disconnecting the call service with the agent 1 can also be determined in the standby seat 2 for determining the handover. Then switch again; this step implements a communication link that remains in the call service with the communication network after a failure.
- Step 14 The CCM determines that the alternate agent list is non-empty, and selects a spare agent such as agent 2 from the list of alternate agents.
- Step 15 The standby agent 2 receives the service interaction data recorded during the call service process before the failure occurs; the specific process of the step includes:
- Step 151 The CCM sends an emergency call request message to the standby agent 2.
- Step 152 After receiving the emergency call request message, the standby agent returns an answer signal to the CCM; and prepares the service to wait for the service interaction data of the error agent 1 to be received.
- Step 153 The CCM sends a transmission service interaction data request to the ASM, instructing the ASM to control the agent service information module to send the service interaction data.
- Step 154 The ASM control agent service information module sends the service interaction data to the standby agent 2. This step implements the process of switching from a failed agent to a standby agent.
- Step 16 after receiving the service interaction data, the standby agent 2 connects to the CCM and continues to serve the user; the CCM sends a recovery link request to the ACM, and the ACM sends a call recovery signaling to the communication network to notify the communication network to establish a relationship with the standby agent 2 Call service.
- ACM, CCM, ASM, and ASIM work together to complete the agent switching. From the perspective of the communication network, the entire handover process is transparent and smooth, and the user does not obviously feel the backup agent handover.
- FIG. 3 is a flowchart of Embodiment 2 of a method for processing a call center agent in the present invention.
- the second case is described, and there is no spare spare seat.
- the method includes the following steps:
- Step 20 The ASM monitors the working status of the agent, and records a seat such as the agent 1 in its business interaction data with the user's call service process.
- Step 21 The ASM monitors the agent's agent failure during the call service.
- Step 22 The ASM searches all the agents in the current call center, generates a standby agent list, and generates a fault detection message to send to the CCM to notify the appearance of the agent 1 and the alternate agent list.
- the fault detection message includes the agent who has failed. Information and a list of alternate agents.
- Step 23 The CCM notifies the ACM and the communication network to maintain a communication link of the call service according to the fault detection message, that is, the CCM sends a link hold request message to the ACM, and the ACM sends link hold signaling to the communication network to prevent the user from
- the communication link of the call center is disconnected; at the same time, the CCM cuts off the communication link with the call service of the agent 1, and the CCM finds that the standby agent list is empty, and the CCM sends a link hold request message to the ACM to send a play request message.
- the communication connection for disconnecting the call service with the agent 1 can also be switched after determining the alternate agent 2 for switching;
- the above steps enable a communication link that maintains a call service with the communication network after a failure
- Step 24 The ACM sends the playback signaling to the communication network, and the startup timer waits for the ASM to obtain the non-empty spare agent list in the periodic period, that is, the ASM detects that the agent is idle, and sends a non-empty spare agent list to the CCM.
- the CCM sends an on-hook signaling to the ACM to inform the user that the fault cannot be recovered and release the call line, ie End the call service.
- step 25 the CCM determines that the alternate agent list is non-empty, and selects an alternate agent such as agent 2 from the list of alternate agents.
- step 26 The standby agent 2 receives the service interaction data recorded during the call service process before the fault occurs; the specific process of the step includes:
- Step 261 The CCM sends an emergency call request message to the standby agent 2.
- Step 262 After receiving the emergency call request message, the standby agent returns an answer signal to the CCM; and prepares the service to wait for the service interaction data of the error agent 1 to be received.
- Step 263 The CCM sends a transmission service interaction data request to the ASM, instructing the ASM to control the agent service information module to send the service interaction data.
- Step 264 The ASM control agent service information module sends the service interaction data to the standby agent 2. This step implements the process of switching from a failed agent to a standby agent.
- Step 27 After receiving the service interaction data, the standby agent 2 connects to the CCM and continues to serve the user; the CCM sends a recovery link request to the ACM, and the ACM sends a call recovery signaling to the communication network to notify the communication network to establish a relationship with the standby agent 2 Call service.
- step 13 and step 14 of the embodiment 1 The difference between the embodiment 2 and the embodiment 1 is that, in step 13 and step 14 of the embodiment 1, a step 24 is added, that is, when the backup agent list is empty, the playback and the period of the timer are also required. Get a list of backup agents.
- Embodiment 1 and Embodiment 2 only describe the problem that a seat fails.
- the CCM queuing function can be used to queue multiple users and sequentially handle faults for the user. That is, after performing steps 11 and 12, or after steps 21 and 22, the CCM receives a plurality of fault detection messages, and then learns the multiple agents that are currently faulty, queues the agents, and sequentially performs the first embodiment for the faulty agents. Subsequent processes exemplified separately from Embodiment 2.
- the service interaction data mainly includes user identity information, process data generated during the service interaction process, and the like, and any agent can use the service interaction data to continue the service process with the user.
- the fault agent is automatically switched, which effectively avoids the Agent failure.
- the service was interrupted. Compared with the existing call center, once the agent fails, the call link can only be cut off.
- the invention greatly improves the fluency of the service and improves the user experience.
- FIG. 4 is a schematic diagram of a call center agent fault handling system according to the present invention. As shown in the figure, the system includes modules such as ASM, ASIM, CCM and ACM.
- the system includes an ASM41 for monitoring the working state of the agent. After the agent fails in the call service, the standby agent list is generated and a fault detection message is formed.
- the ASIM42 is connected to the ASM41, and is configured to record, under the control of the ASM, the service interaction data in the call service process before the occurrence of the fault; and send the service interaction data to the standby agent.
- the CCM43 is connected to the ASM41, configured to receive the fault detection message, and send a link hold request message according to the fault detection message; and select a standby agent from the list of spare seats determined to be non-empty;
- the ACM 44 coupled to the CCM 43, is configured to maintain a communication link for the call service with the communication network 45 in accordance with the link hold request message, and to notify the communication network to establish the call service with the alternate agent.
- Agent 46 is used to indicate a faulty agent and an alternate agent, indicating multiple agents.
- ACM generally used for call signaling conversion.
- the ACM module converts different call connection signaling from the communication network into an internal call processing event and notifies the CCM.
- ACM is indispensable because it may cause the communication link to be interrupted after the Agent fails, causing the user to hang up.
- the ACM can send call hold signaling to the communication network under the control of the CCM to maintain the communication link from the user to the call center, which provides a guarantee for switching the agent.
- the CCM generally used for call control.
- the CCM module manages, distributes, and maintains agent resources. Based on the call, end, and other events from the ACM, the CCM uses its own routing, queuing, and connectivity capabilities to ensure efficient allocation and maintenance of agent resources.
- the CCM is further configured to determine that the standby agent list is empty, The playback signaling is sent to the ACM, waiting to obtain a non-empty spare agent list. And disconnecting the communication link with the call service of the agent according to the information of the agent that has failed in the fault detection message.
- the fault detection message includes information of the agent that has failed and the standby agent list.
- the ASM monitors the working status of the agent and notifies the ASIM to store the business interaction data of the agent.
- the ASM module is connected to an ACM, an agent, and an ASIM.
- ASM can detect the working status of each agent in real time and notify ASIM to record the business interaction data of each normal service agent in real time.
- the ASM module notifies the CCM of the error agent and generates a list of free standby agent information for the CCM.
- the CCM selects the alternate agent based on this list.
- the ASM can also control the ASIM to send the service interaction information of the error agent to the standby agent.
- the ASIM saves the business interaction data between the Agent and the user.
- the ASIM module is connected to the ASM module and connected to the agent.
- the ASIM records the service flow data of each service agent in real time under the control of the ASM. Once the agent fails, ASM will notify ASIM to send the saved service data to the standby agent to continue the service process.
- the business interaction data mainly includes user identity information, process data generated during the business interaction process, and the like, and any agent can use the service interaction data to continue the service process with the user.
- the call center agent fault handling system and method according to the present invention expands the existing call center function so that it can timely handle service interruption caused by the Agent failure.
- the system can enhance the user experience and further improve the quality of service.
- the present invention will have a very important practical effect on call centers such as the public health and security sectors.
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
Description
Claims
Priority Applications (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
IN380DEN2012 IN2012DN00380A (zh) | 2009-07-03 | 2010-05-13 | |
EP10793535A EP2451118A4 (en) | 2009-07-03 | 2010-05-13 | METHOD AND SYSTEM FOR PROCESSING AGENT FAILURES IN A CALL CENTER |
BR112012000062-4A BR112012000062A2 (pt) | 2009-07-03 | 2010-05-13 | método e sistema para tratamento de falhas de agentes em centros de chamadas |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CN200910150123.2 | 2009-07-03 | ||
CN2009101501232A CN101945180A (zh) | 2009-07-03 | 2009-07-03 | 呼叫中心坐席故障处理系统及方法 |
Publications (1)
Publication Number | Publication Date |
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WO2011000240A1 true WO2011000240A1 (zh) | 2011-01-06 |
Family
ID=43410484
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/CN2010/072753 WO2011000240A1 (zh) | 2009-07-03 | 2010-05-13 | 呼叫中心坐席故障处理方法及系统 |
Country Status (5)
Country | Link |
---|---|
EP (1) | EP2451118A4 (zh) |
CN (1) | CN101945180A (zh) |
BR (1) | BR112012000062A2 (zh) |
IN (1) | IN2012DN00380A (zh) |
WO (1) | WO2011000240A1 (zh) |
Cited By (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN102291314A (zh) * | 2011-09-06 | 2011-12-21 | 厦门大学 | 用于片上网络的有中心流控方法和装置 |
CN114449040A (zh) * | 2022-01-28 | 2022-05-06 | 杭州迪普科技股份有限公司 | 基于云平台的配置下发方法及装置 |
Families Citing this family (11)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN103095936A (zh) * | 2011-11-02 | 2013-05-08 | 中兴通讯股份有限公司 | 坐席呼叫的控制方法、装置及呼叫系统 |
CN103780777B (zh) | 2012-10-23 | 2016-12-21 | 国网山东省电力公司蒙阴县供电公司 | 一种呼叫中心座席服务电话切换系统及方法 |
CN104301924B (zh) * | 2013-07-19 | 2019-07-23 | 中兴通讯股份有限公司 | 呼叫处理方法、装置及终端 |
CN104320551A (zh) * | 2014-11-05 | 2015-01-28 | 中国建设银行股份有限公司 | 一种呼叫中心路由的业务处理方法及网络设备 |
CN105681603B (zh) * | 2014-11-21 | 2019-04-26 | 华为软件技术有限公司 | 一种呼叫中心坐席终端通话故障处理的方法和装置 |
CN105025179B (zh) * | 2015-08-21 | 2018-02-06 | 上海携程商务有限公司 | 呼叫中心座席的监控方法及系统 |
CN108513019B (zh) * | 2017-02-27 | 2020-09-29 | 北京京东尚科信息技术有限公司 | 一种实现自动呼叫分配服务集群的方法和系统 |
CN107360022B (zh) * | 2017-06-23 | 2021-01-12 | 人人行科技股份有限公司 | 呼叫中心恢复方法、装置、存储介质和处理器 |
CN110324502B (zh) * | 2018-03-30 | 2021-11-02 | 北京京东尚科信息技术有限公司 | 切换自动呼叫分配单元的系统和方法 |
CN109561227B (zh) * | 2018-11-13 | 2021-09-10 | 平安科技(深圳)有限公司 | 中继线切换的方法及装置、电子设备、存储介质 |
CN109587349B (zh) * | 2018-11-14 | 2022-02-01 | 平安科技(深圳)有限公司 | 多媒体坐席线路测试方法及装置、电子设备、存储介质 |
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- 2010-05-13 WO PCT/CN2010/072753 patent/WO2011000240A1/zh active Application Filing
- 2010-05-13 BR BR112012000062-4A patent/BR112012000062A2/pt not_active Application Discontinuation
- 2010-05-13 EP EP10793535A patent/EP2451118A4/en not_active Withdrawn
- 2010-05-13 IN IN380DEN2012 patent/IN2012DN00380A/en unknown
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Cited By (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN102291314A (zh) * | 2011-09-06 | 2011-12-21 | 厦门大学 | 用于片上网络的有中心流控方法和装置 |
CN114449040A (zh) * | 2022-01-28 | 2022-05-06 | 杭州迪普科技股份有限公司 | 基于云平台的配置下发方法及装置 |
CN114449040B (zh) * | 2022-01-28 | 2023-12-05 | 杭州迪普科技股份有限公司 | 基于云平台的配置下发方法及装置 |
Also Published As
Publication number | Publication date |
---|---|
CN101945180A (zh) | 2011-01-12 |
EP2451118A1 (en) | 2012-05-09 |
EP2451118A4 (en) | 2012-12-05 |
BR112012000062A2 (pt) | 2020-10-27 |
IN2012DN00380A (zh) | 2015-08-21 |
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