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 PDF

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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
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WIPO (PCT)
Prior art keywords
agent
call
service
list
control module
Prior art date
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PCT/CN2010/072753
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English (en)
French (fr)
Inventor
越敏
吴维薇
Original Assignee
中兴通讯股份有限公司
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 中兴通讯股份有限公司 filed Critical 中兴通讯股份有限公司
Priority to EP10793535A priority Critical patent/EP2451118A4/en
Priority to IN380DEN2012 priority patent/IN2012DN00380A/en
Priority to BR112012000062-4A priority patent/BR112012000062A2/pt
Publication of WO2011000240A1 publication Critical patent/WO2011000240A1/zh

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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
    • 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
    • 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
    • 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.

Description

呼叫中心坐席故障处理方法及系统
技术领域 本发明涉及通讯技术领域， 尤其涉及一种对呼叫中心坐席故障进行处 理的方法及系统。 背景技术
呼叫中心是一种融合了多种接入技术并充分利用计算机技术， 自动灵 活地处理各种电话业务的多媒体客户服务中心。 目前， 现在比较先进的呼 叫中心一般由接入控制模块（ ACM, Access Control Module )、 呼叫控制模 块（CCM, Calling Control Module ) 以及人工坐席 （Agent )组成， 如图 1 所示为现在呼叫中心示意图。 用户终端（ UE, User Equipment )通过通信网 络将呼叫接入 ACM, ACM将来自底层的信令流转换为标准内部指令发送 给 CCM, CCM根据指令利用自身排队，路由功能选择 Agent为来电用户进 行服务。
但在某个 Agent为用户服务的过程中， Agent突发故障导致无法继续服 务时常出现， 现有的呼叫中心只能通知用户挂机从而终止服务， 而不能将 用户重新转接到备用 Agent并继续中断的服务流程。
现有的解决办法只能是用户必须重新拨号且重新进行该服务流程， 造 成这种情况的主要原因有三点： 一是当前呼叫中心缺乏有效的坐席监控模 块， 虽然呼叫控制模块可以对座席进行一定的监控， 但是功能不完善且实 时性不高； 二是当前呼叫中心缺乏相关的用户交互信息保存设备， 即便可 以成功切换 Agent, 但用户业务流程信息丟失， 服务还得从新开始； 三是当 前呼叫中心缺乏一套对于 Agent故障应急处理方法。 发明内容
本发明所要解决的技术问题是提供一种呼叫中心坐席故障处理方法及 系统， 以解决现有技术中无法解决坐席出现故障后保持通话的情况下切换 到其他正常的坐席的问题。
为了解决上述技术问题， 本发明提供了一种呼叫中心坐席故障处理方 法， 所述方法包括：
步骤 a、 在呼叫服务过程中坐席出现故障后， 生成备用坐席列表， 并形 成故障侦测消息；
步骤 b、根据所述故障侦测消息， 呼叫中心与通信网络保持所述呼叫服 务的通信链路；
步骤 c、从确定为非空的所述备用坐席列表中选出备用坐席， 来接收故 障出现之前所述呼叫服务过程中记录的业务交互数据； 和
步骤 d、 通知所述通信网络建立与所述备用坐席之间的所述呼叫服务。 所述故障侦测消息包括出现故障的所述坐席的信息和所述备用坐席列 表。
与通信网络保持所述呼叫服务的通信链路的同时， 该方法还包括： 根 据所述故障侦测消息中的出现故障的所述坐席的信息， 切断通信网络与所 述坐席的所述呼叫服务的通信链接。
所述步骤 b和所述步骤 c之间还包括： 确定所述备用坐席列表为空后， 向所述通信网络发送放音信令， 在周期时间内等待获取到非空的备用坐席 列表。
所述步骤 a之前还包括： 监听所述坐席的工作状态， 并记录所述坐席 在所述呼叫服务过程的业务交互数据。
所述步骤 c具体包括：
呼叫控制模块从确定为非空的所述备用坐席列表中选择出备用坐席， 发送应急呼叫请求消息；
所述备用坐席接收到所述应急呼叫请求消息后， 向所述呼叫控制模块 返回应答信号；
所述呼叫控制模块向坐席监控模块发送传输业务交互数据请求； 所述坐席监控模块控制坐席业务信息模块发送业务交互数据给备用坐 席。
本发明还提供了一种呼叫中心坐席故障处理系统， 所述系统包括坐席 监控模块、 坐席业务信息模块、 呼叫控制模块和接入控制模块； 其中， 坐席监控模块， 用于监听到呼叫服务过程中坐席出现故障后， 生成备 用坐席列表， 并形成故障侦测消息；
坐席业务信息模块， 与所述坐席监控模块连接， 用于在所述坐席监控 模块控制下， 记录故障出现之前所述呼叫服务过程中的业务交互数据； 并 将所述业务交互数据发送给选出的备用坐席；
呼叫控制模块， 与所述坐席监控模块连接， 用于接收所述故障侦测消 息； 从确定为非空的所述备用坐席列表中选出备用坐席；
接入控制模块， 与所述呼叫控制模块连接， 用于根据所述故障侦测消 息， 接入控制模块与通信网络保持所述呼叫服务的通信链路， 通知所述通 信网络建立与所述备用坐席之间的所述呼叫服务。
所述呼叫控制模块， 进一步用于在确定所述备用坐席列表为空后， 向 所述接入控制模块发送放音信令， 等待获取到非空的备用坐席列表。
所述呼叫控制模块， 进一步用于根据所述故障侦测消息中的出现故障 的所述坐席的信息， 切断呼叫控制模块与所述坐席的所述呼叫服务的通信 链接。
因此， 本发明呼叫中心坐席故障处理系统和方法， 通过呼叫控制模块 根据故障侦测消息， 通知接入控制模块与通信网络保持呼叫服务的通信链 路， 并从坐席监控模块获取的备用坐席列表中选出备用坐席， 来实现呼叫 中心可以在保持通话的情况下， 将用户切换到备份坐席并继续服务流程， 从而提升服务质量。 附图说明
图 1为现在呼叫中心示意图；
图 2为本发明呼叫中心坐席故障处理方法实施例 1的流程图； 图 3为本发明呼叫中心坐席故障处理方法实施例 2的流程图； 图 4为本发明一种呼叫中心坐席故障处理系统的示意图。 具体实施方式
下面通过附图和实施例， 对本发明实施例的技术方案做进一步的详细 描述。
本发明呼叫中心坐席故障处理方法， 分为两种情况： 一种是存在空闲 备用坐席的情况下的故障处理方法； 一种是没有空闲备用坐席的情况下的 故障处理方法。 下面分别对这两种情况进行详细说明。
如图 2所示， 为本发明呼叫中心坐席故障处理方法实施例 1的流程图。 在该实施例 1 中描述了第一种情况， 存在空闲的备用坐席， 如图 2所示， 该方法包括以下步骤：
步骤 10, 坐席监听模块（ASM, Agent Supervisor Module )监听坐席的 工作状态， 并通知坐席业务信息模块（ASIM , Agent Service Information Module )记录一坐席如坐席 1在其与用户的呼叫服务过程的业务交互数据。
步骤 11 , ASM监听到坐席在呼叫服务过程中坐席故障。
步骤 12, ASM搜索当前呼叫中心所有的坐席， 生成备用坐席列表， 并 形成故障侦测消息向呼叫控制模块（CCM )发送， 通报出现的坐席 1和备 用坐席列表； 该故障侦测消息即包括出现故障的所述坐席的信息和备用坐 席列表。
步骤 13, CCM根据该故障侦测消息， 通知接入控制模块（ACM )与 通信网络保持呼叫服务的通信链路， 即 CCM向 ACM发送链路保持请求消 息， ACM向通信网络发送链路保持信令， 以防止用户与呼叫中心的通信链 路断开； 同时 CCM切断与坐席 1的呼叫服务的通信链接； 当然， 切断与坐 席 1的呼叫服务的通信连接也可以在确定好切换的备用坐席 2之后再切换； 该步骤实现了出现故障后， 仍然保持与通信网络保持呼叫服务的通信链路。
步骤 14, CCM确定备用坐席列表为非空， 并从备用坐席列表中选出备 用坐席如坐席 2。
步骤 15 , 备用坐席 2接收故障出现之前呼叫服务过程中记录的业务交 互数据； 该步骤具体过程包括：
步骤 151 , CCM向备用坐席 2发送应急呼叫请求消息。
步骤 152, 备用坐席接收到应急呼叫请求消息后， 向 CCM返回应答信 号； 并做好服务准备等待接收出错坐席 1的业务交互数据。
步骤 153, CCM向 ASM发送传输业务交互数据请求， 指示 ASM控制 坐席业务信息模块发送业务交互数据。
步骤 154, ASM控制坐席业务信息模块发送业务交互数据给备用坐席 2。 该步骤实现了从故障坐席切换至备用坐席的过程。
步骤 16, 备用坐席 2接收完业务交互数据后， 连接 CCM, 继续为用户 服务； CCM向 ACM发送恢复链路请求， ACM向通信网发送通话恢复信令， 通知通信网络建立与备用坐席 2之间的呼叫服务。
在上述流程中， ACM、 CCM、 ASM以及 ASIM共同协作完成了 Agent 的切换工作。 从通信网络这端看来整个切换流程是透明的、 平滑的， 用户 不会明显感受备份 Agent切换。
如图 3所示， 为本发明呼叫中心坐席故障处理方法实施例 2的流程图。 在该实施例 2中描述了第二种情况， 不存在空闲的备用坐席， 如图 3所示， 该方法包括以下步骤：
步骤 20, ASM监听坐席的工作状态， 并记录一坐席如坐席 1在其与用 户的呼叫服务过程的业务交互数据。
步骤 21 , ASM监听到坐席在呼叫服务过程中坐席故障。
步骤 22, ASM搜索当前呼叫中心所有的坐席， 生成备用坐席列表， 并 形成故障侦测消息向 CCM发送， 通报出现的坐席 1和备用坐席列表； 该故 障侦测消息即包括出现故障的所述坐席的信息和备用坐席列表。
步骤 23 , CCM根据该故障侦测消息， 通知 ACM与通信网络保持呼叫 服务的通信链路， 即 CCM向 ACM发送链路保持请求消息， ACM向通信 网络发送链路保持信令 ,以防止用户与呼叫中心的通信链路断开；同时 CCM 切断与坐席 1的呼叫服务的通信链接，此时 CCM发现该备用坐席列表为空， CCM向 ACM发送链路保持请求消息之外还发送放音请求消息； 当然， 切 断与坐席 1的呼叫服务的通信连接也可以在确定好切换的备用坐席 2之后 再切换；
上述步骤实现了出现故障后， 仍然保持与通信网络保持呼叫服务的通 信链路；
步骤 24, ACM向通信网络发送放音信令， 启动定时器在周期时间内等 待 ASM获取到非空的备用坐席列表， 即 ASM检测到有坐席空闲， 向 CCM 发送非空的备用坐席列表。 在此， 还有一种意外情况， 即： 如果在一定时 间内 ASM还是不能为 CCM提供非空的备用坐席列表，那么 CCM向 ACM 发送挂机信令， 告知用户故障无法恢复， 并释放通话线路， 即结束呼叫服 务。
步骤 25, CCM确定备用坐席列表为非空， 并从备用坐席列表中选出备 用坐席如坐席 2。 步骤 26, 备用坐席 2接收故障出现之前呼叫服务过程中记录的业务交 互数据； 该步骤具体过程包括：
步骤 261 , CCM向备用坐席 2发送应急呼叫请求消息。
步骤 262, 备用坐席接收到应急呼叫请求消息后， 向 CCM返回应答信 号； 并做好服务准备等待接收出错坐席 1的业务交互数据。
步骤 263, CCM向 ASM发送传输业务交互数据请求， 指示 ASM控制 坐席业务信息模块发送业务交互数据。
步骤 264, ASM控制坐席业务信息模块发送业务交互数据给备用坐席 2。 该步骤实现了从故障坐席切换至备用坐席的过程。
步骤 27, 备用坐席 2接收完业务交互数据后， 连接 CCM, 继续为用户 服务； CCM向 ACM发送恢复链路请求， ACM向通信网发送通话恢复信令， 通知通信网络建立与备用坐席 2之间的呼叫服务。
该实施例 2同实施例 1的流程不同在于， 在实施例 1的步骤 13和步骤 14, 增加了一个步骤 24, 即当备份坐席列表为空时， 还需进行放音和在定 时器的周期内获取备份坐席列表。
上述实施例 1和实施例 2只是描述了一个坐席出现故障的问题， 当出 现多个坐席出现故障的时候， 可以使用 CCM排队功能， 为多个用户排队及 可依次为用户处理故障。 即在执行步骤 11和 12, 或者步骤 21和 22之后， CCM接收多个故障侦测消息后获知了当前出现故障的多个坐席， 将坐席进 行排队， 依次针对这些出现故障的坐席进行实施例 1和实施例 2分别例示 的后续过程。
在本发明实施例 1和实施例 2中业务交互数据主要包括用户身份信息、 业务交互过程中产生的流程数据等相关信息， 任何 Agent都可以利用业务 交互数据继续与用户的服务流程。
本发明实施例釆用了故障 Agent自动切换，有效避免了 Agent故障导致 的服务中断。 相对于现有呼叫中心一旦 Agent 出现故障只能截断通话链路 的方式， 本发明大大提高了服务的流畅性， 提升了用户体验。
如图 4所示， 为本发明一种呼叫中心坐席故障处理系统的示意图。 如 图中， 该系统包括 ASM、 ASIM、 CCM和 ACM这几个模块。
如图 4中所示， 该系统包括 ASM41 , 用于监听坐席的工作状态， 在呼 叫服务过程中坐席出现故障后， 生成备用坐席列表， 并形成故障侦测消息。
ASIM42, 与 ASM41连接， 用于在 ASM控制下， 记录故障出现之前所 述呼叫服务过程中的业务交互数据； 并将所述业务交互数据发送给备用坐 席。
CCM43, 与 ASM41连接， 用于接收故障侦测消息， 并根据故障侦测消 息， 发送链路保持请求消息； 以及从确定为非空的备用坐席列表中选出备 用坐席；
ACM44, 与 CCM43连接， 用于根据链路保持请求消息， 与通信网络 45保持呼叫服务的通信链路， 以及通知所述通信网络建立与所述备用坐席 之间的所述呼叫服务。 图 4中， Agent46用来表示出现故障的坐席和备用坐 席， 表示多个坐席。
ACM, —般用于呼叫信令转换。 ACM模块将来自通信网络的不同呼叫 接续信令转换为内部呼叫处理事件并通知 CCM。 在实现坐席故障处理中， ACM不可或缺， 因为在 Agent出现故障后可能会导致通信链路中断从而导 致用户挂机。 这时 ACM可以在 CCM的控制下向通信网发送呼叫保持信令 以维持从用户到呼叫中心的通信链路， 为切换 Agent提供了保证。
CCM, —般用于呼叫控制。 CCM模块能够对坐席资源进行管理、 分配 和维护。 根据来自 ACM的呼叫、 结束等事件， CCM利用自身具有的路由 功能、 排队功能以及连接功能， 确保对坐席的资源的有效分配与维护。 在 本发明该故障处理系统中所述 CCM还用于确定所述备用坐席列表为空后， 向所述 ACM发送放音信令， 等待获取到非空的备用坐席列表。 以及根据所 述故障侦测消息中的出现故障的所述坐席的信息， 切断与所述坐席的所述 呼叫服务的通信链接。 所述故障侦测消息包括出现故障的所述坐席的信息 和所述备用坐席列表。
在该故障处理系统中， ASM监控 Agent工作状态并通知 ASIM存储 Agent的业务交互数据。 所述 ASM模块与 ACM、 Agent, ASIM相连。 ASM 能够实时检测每个坐席的工作状态， 并通知 ASIM 实时记录每个正常服务 的 Agent的业务交互数据。一旦 Agent在服务过程中发生故障不能继续为用 户服务时， ASM模块会向 CCM通报出错 Agent并为 CCM生成一个空闲备 用 Agent信息列表， CCM会根据此列表选择备用 Agent。 ASM还能够控制 ASIM向备用 Agent发送出错 Agent的业务交互信息。
在该故障处理系统中， ASIM保存 Agent与用户的业务交互数据。 所述 ASIM模块与 ASM模块连接、 Agent相连， ASIM会在 ASM的控制下实时 记录每个服务 Agent 的业务流程数据。 一旦坐席出现故障， ASM会通知 ASIM将保存的业务数据发送给备用 Agent, 以继续服务流程。 业务交互数 据主要包括用户身份信息、 业务交互过程中产生的流程数据等相关信息， 任何 Agent都可以利用业务交互数据继续与用户的服务流程。
本发明所述的呼叫中心坐席故障处理系统与方法， 对现有的呼叫中心 功能进行的扩充， 使之能够及时处理因为 Agent故障而导致的服务中断。 通过该系统可以增强用户体验， 从而更进一步提升服务质量。 同时， 本发 明对一些如公共卫生、 安全部门的呼叫中心将有着十分重要的现实作用。
最后应当说明的是， 以上实施例仅用以说明本发明的技术方案而非限 制， 尽管参照较佳实施例对本发明进行了详细说明， 本领域的普通技术人 员应当理解， 可以对本发明进行修改、 更改或者等同替换， 而不脱离本发 明和权利要求的精神和范围。

Claims

权利要求书
1、 一种呼叫中心坐席故障处理方法， 其特征在于， 所述方法包括： 步骤 a、 在呼叫服务过程中坐席出现故障后， 生成备用坐席列表， 并形 成故障侦测消息；
步骤 b、根据所述故障侦测消息， 呼叫中心与通信网络保持所述呼叫服 务的通信链路；
步骤 c、从确定为非空的所述备用坐席列表中选出备用坐席， 接收故障 出现之前所述呼叫服务过程中记录的业务交互数据；
步骤 d、 通知所述通信网络建立与所述备用坐席之间的所述呼叫服务。
2、根据权利要求 1所述的方法， 其特征在于， 所述故障侦测消息包括： 出现故障的所述坐席的信息和所述备用坐席列表。
3、 根据权利要求 2所述的方法， 其特征在于， 与通信网络保持所述呼 叫服务的通信链路的同时， 该方法还包括：
根据所述故障侦测消息中的出现故障的所述坐席的信息， 切断通信网 络与所述坐席的所述呼叫服务的通信链接。
4、 根据权利要求 3所述的方法， 其特征在于， 所述步骤 b和所述步骤 c之间还包括：
确定所述备用坐席列表为空后， 向所述通信网络发送放音信令， 在周 期时间内等待获取到非空的备用坐席列表。
5、 根据权利要求 1至 4任一项所述的方法， 其特征在于， 所述步骤 a 之前还包括：
监听所述坐席的工作状态， 并记录所述坐席在所述呼叫服务过程的业 务交互数据。
6、 根据权利要求 1至 4任一项所述的方法， 其特征在于， 所述步骤 c 具体包括： 呼叫控制模块从确定为非空的所述备用坐席列表中选择出备用坐席， 发送应急呼叫请求消息；
所述备用坐席接收到所述应急呼叫请求消息后， 向所述呼叫控制模块 返回应答信号；
所述呼叫控制模块向坐席监控模块发送传输业务交互数据请求； 所述坐席监控模块控制坐席业务信息模块发送业务交互数据给备用坐 席。
7、 一种呼叫中心坐席故障处理系统， 其特征在于， 所述系统包括坐席 监控模块、 坐席业务信息模块、 呼叫控制模块和接入控制模块； 其中， 坐席监控模块， 用于监听到呼叫服务过程中坐席出现故障后， 生成备 用坐席列表， 并形成故障侦测消息；
坐席业务信息模块， 与所述坐席监控模块连接， 用于在所述坐席监控 模块控制下， 记录故障出现之前所述呼叫服务过程中的业务交互数据； 并 将所述业务交互数据发送给选出的备用坐席；
呼叫控制模块， 与所述坐席监控模块连接， 用于接收所述故障侦测消 息； 从确定为非空的所述备用坐席列表中选出备用坐席；
接入控制模块， 与所述呼叫控制模块连接， 用于根据所述故障侦测消 息， 接入控制模块与通信网络保持所述呼叫服务的通信链路， 通知所述通 信网络建立与所述备用坐席之间的所述呼叫服务。
8、根据权利要求 7所述的系统， 其特征在于， 所述故障侦测消息包括： 出现故障的所述坐席的信息和所述备用坐席列表。
9、 根据权利要求 8所述的系统， 其特征在于， 所述呼叫控制模块， 进 一步用于在确定所述备用坐席列表为空后， 向所述接入控制模块发送放音 信令， 等待获取到非空的备用坐席列表。
10、 根据权利要求 9所述的系统， 其特征在于， 所述呼叫控制模块， 进一步用于根据所述故障侦测消息中的出现故障的所述坐席的信息， 切断 呼叫控制模块与所述坐席的所述呼叫服务的通信链接。
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