WO2011082638A1 - 一种呼叫路由方法，装置和系统 - Google Patents

一种呼叫路由方法，装置和系统 Download PDF

Info

Publication number
WO2011082638A1
WO2011082638A1 PCT/CN2010/080352 CN2010080352W WO2011082638A1 WO 2011082638 A1 WO2011082638 A1 WO 2011082638A1 CN 2010080352 W CN2010080352 W CN 2010080352W WO 2011082638 A1 WO2011082638 A1 WO 2011082638A1
Authority
WO
WIPO (PCT)
Prior art keywords
customer
service
quality
agent
information
Prior art date
Application number
PCT/CN2010/080352
Other languages
English (en)
French (fr)
Inventor
孟越涛
Original Assignee
华为技术有限公司
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 华为技术有限公司 filed Critical 华为技术有限公司
Priority to EP10841981.3A priority Critical patent/EP2523440B1/en
Priority to ES10841981.3T priority patent/ES2477990T3/es
Publication of WO2011082638A1 publication Critical patent/WO2011082638A1/zh
Priority to US13/542,584 priority patent/US8611524B2/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2227—Quality of service monitoring
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • 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
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • 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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • 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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5235—Dependent on call type or called number [DNIS]

Definitions

  • the present invention relates to the field of communications, and in particular, to a call routing method, apparatus and system. Background technique
  • the contact center originated from the demand for service quality in developed countries. Its main purpose is to provide customers with prompt and accurate consultation information, service acceptance and complaints through telephone, fax, etc., through intelligent call distribution of program-controlled switches (ACD, Automatic Call). Efficient means such as Distribution ), Computer Telephony Integration (CTI), Automatic Voice Response System (IVR), and experienced human agents to maximize customer satisfaction, with communication and communication in recent years
  • ACD Automatic Call
  • Efficient means such as Distribution ), Computer Telephony Integration (CTI), Automatic Voice Response System (IVR), and experienced human agents to maximize customer satisfaction, with communication and communication in recent years
  • CTI Computer Telephony Integration
  • IVR Automatic Voice Response System
  • the development and integration of computer technology the introduction of distributed technology makes it unnecessary for the active agent representatives to concentrate on one place to work; the emergence of automatic voice response equipment not only largely replaces the work of the agent representative, but also enables the call center to 24 The hourly and uninterrupted operation; the revolution in the Internet and communication methods allows the call center to handle not only telephones, but
  • tiered services provide different service levels, such as VIP customer calls directly to high-skilled agent services, ordinary user calls are first served by automatic IVR, and QoS (Quality of Service) refers to IP networks.
  • QoS Quality of Service
  • MP, FR, ATM, Ethernet, SDH, MPLS, etc. The meaning of IP QoS: bandwidth/throughput, delay, jitter, packet loss rate, availability.
  • agents can remotely access CTI systems through the network, such as SOHO agents, agents pass through the home. Access to the call center system.
  • the present invention provides a call routing method, apparatus and system that solve the problem of mismatch between customer requirements and agent capabilities.
  • a method for calling a route comprising: receiving routing request information sent by an information processing device, wherein the routing request information carries customer media information; obtaining quality of service required by the customer according to the customer media information; determining the quality of the service according to the customer demand An agent or automatic response system IVR that matches the quality of service demanded by the customer.
  • a routing server comprising: a receiving module, configured to receive routing request information sent by an information processing device, where the routing request information carries customer media information; and a computing module, configured to obtain a customer demand service according to the customer media information Quality; Matching module, used to determine the quality of service based on customer needs, to determine the seat or automatic response system IVR that matches the quality of service demanded by the customer.
  • a call routing system includes: a routing server, configured to receive routing request information sent by an information processing device, where the routing request information carries customer media information; and the customer needs the service quality according to the customer media information;
  • the service quality of the service, the agent or the automatic response system (IVR) that matches the quality of service required by the customer is determined;
  • the information processing device is configured to send routing request information to the routing server, and the routing request information carries the client media information;
  • the call integration information is sent by the phone, the route request information carries the client media information, the service quality of the customer is calculated according to the customer media information, and the service quality corresponding to the customer is selected according to the service quality of the customer.
  • the seats make the service capabilities of the agents match the network quality requirements and improve the quality of service.
  • FIG. 1 is a flowchart of a method for calling a route according to an embodiment of the present invention
  • FIG. 2 is a schematic diagram of service quality data matching information according to an embodiment of the present invention.
  • FIG. 3 is a basic block diagram of a service router according to an embodiment of the present invention.
  • FIG. 4 is a basic block diagram of a call routing system according to an embodiment of the present invention.
  • FIG. 5 is a specific implementation diagram of a method for call routing according to an embodiment of the present invention. detailed description
  • the basic process of the call routing method in the embodiment of the present invention may refer to FIG. 1.
  • the method includes the following steps: Al: receiving routing request information sent by a computer telephony integration (CTI), where the routing request information carries client media information;
  • CTI computer telephony integration
  • the terminal (for example, a mobile phone, a fixed terminal, or another type of terminal) initiates a call to the unified access device (UAP, Universal Access Platform;), and the UAP initiates a call request to the CTI after receiving the call message of the terminal, and carries the client.
  • the media information, the client media information includes at least: the user's audio/video information, service information, such as the calling and called number, the active and standby call status, and the CTI initiates the request routing information to the routing server and carries the client media information;
  • the terminal (or the SIP client) initiates a call signaling INVITE to the UAP, and carries the client media information in the Session Description Protocol (SDP).
  • SDP Session Description Protocol
  • the UAP After receiving the call message of the client, the UAP initiates the call message to the CTI.
  • the call request can be implemented as follows:
  • the CTI initiates a call to the user, and promotes a certain product, the CTI initiates a call to the client through the UAP, and then obtains the client's client media information through the client's response.
  • a specific implementation can be as follows:
  • the client responds, and the UAP receives the call response message request from the client and carries the media information.
  • A2 obtaining service quality of the customer according to the customer media information;
  • the routing server obtains the QA (qulity of service) according to the customer media information.
  • the customer demand Qos can be converted according to the service quality data table of the table 1 in the database, for example, the audio/video in the customer media information.
  • the information with codec information according to the codec information to get the corresponding customer demand QOS, if the codec is G711 30ms, the corresponding customer needs Seeking QOS:
  • the payload is 240
  • the packet length is 240+87
  • the rate is 84.8K:.
  • A3. Select an agent or automatic response system IVR that matches the quality of service demanded by the customer according to the quality of service demanded by the customer.
  • this step can be performed by querying the service quality data matching information table 2 in the database, matching the customer demand Qos and the agent service quality QOS, and selecting matching agents according to certain strategies, such as skills and connection rates, for example, agents.
  • the network quality attributes of A or IVR A are specifically: bandwidth A, delay B, packet loss C, and jitter D.
  • the matching process is mainly to select the agent whose bandwidth matches the rate of the customer demand QOS. When there are multiple agents that match the bandwidth and rate, and consider the skill and the connection rate, it is preferable to select an agent or automatic answering system IVR with a strong skill and a high connection rate.
  • the customer demand Qos may be changed according to a specific strategy, that is, after the UAP and the terminal renegotiate, the agent is re-selected.
  • a specific implementation example If the customer originally requested the video, there is no video agent idle for a certain period of time, or the customer is a normal user, and no video agent service is provided; then the UAP re-negotiates with the client, specifically by initiating a change request to the client, if The customer agrees and then provides audio services to the customer.
  • a specific UAP can send a SIP Reinvite message implementation. Agent service quality agent A or IVR A bandwidth, delay, lost
  • the client's media stream reaches the UAP through the NGN/PSTN network, and then reaches the agent terminal A or IVRA through the LAN.
  • the Qos of the NGN is better than the LAN.
  • the Qos that the agent A or the IVR A can provide is the Qos between the agent A or the IVR A and the UAP.
  • the customer demand Qos is the Qos of the client media stream after passing through the UAP;
  • the media stream of the client reaches the agent B or IVR B through the NGN/PSTN network.
  • the customer needs Qos as the bandwidth allocated by the NGN/PSTN for the client, and the agent B or IVR B Qos is the bandwidth allocated by the NGNZPSTN for the agent B.
  • the media stream of the client passes through the NGN/PSTN network and reaches the agent terminal C or IVR C through the access network.
  • Qos is provided by access devices in the access network.
  • Customer demand Qos is the QOS allocated to the client on the access device, and the agent Qos is the bandwidth allocated by the access device for the agent C or IVR C.
  • the routing server can collect the agent QOS in the following manner, and the agent periodically initiates a call test to the CTI platform, and the CTI reports the routing service.
  • the static configuration is imported, for example, according to the agreement signed with the operator, the agent QOS is imported into the routing server, or the CTI obtains the agent QOS according to the agent's capability or number segment, and the CTI is reported to the routing server according to the agent's number segment.
  • the embodiment of the present invention receives the routing request information sent by the computer telephony, the routing request information carries the customer media information, calculates the customer demand service quality according to the customer media information, and selects and describes the service quality according to the customer demand.
  • the customer needs the corresponding service quality, which makes the service ability of the agent match the network quality requirement and improves the service quality.
  • FIG. 3 The structure diagram of the routing server in the embodiment of the present invention refers to FIG. 3, which mainly includes
  • the receiving module 301 is configured to receive routing request information sent by the information processing device, where the routing request information carries the client media information, where the client media information includes at least: audio/video information of the user, and service information (such as the calling and called number, the main
  • the call processing status may be CTI.
  • a specific example may be that the CTI receives a call request initiated by the UAP (for example, when the UAP receives the call message from the client, the call request is sent to the CTI, where the request is made.
  • the routing request information carrying the media information of the client is sent to the routing server.
  • the calculation module 302 is configured to calculate a service quality of the customer according to the customer media information.
  • the customer requirement Qos can calculate the bandwidth according to the customer media information received by the receiving module 301, and the calculation module 302 can perform the service quality data table through the table 1.
  • Conversion such as carrying codec parameters in the customer media information, according to the codec parameters to get the corresponding customer demand QOS.
  • the specific conversion process is the same as the implementation of the foregoing corresponding method embodiment, and details are not described herein again.
  • the matching module 303 is configured to determine, according to the customer requirement QOS, an agent that matches the quality of service required by the customer.
  • a specific example can be: Matching information through monthly quality data, such as query table 2, matching customer demand Qos and agent service quality QOS, and selecting matching agents according to certain strategies, combining skills and connection rate.
  • An implementation example of a specific entity may be:
  • the network quality attribute of the agent A or the IVR A is specifically bandwidth A, delay B, packet loss C, and jitter D.
  • the matching process is mainly to select the agent whose bandwidth matches the QOS rate. When there are multiple agents that match the bandwidth and rate, and consider the skill and connection rate, preferably, the selection skill is stronger.
  • the matching module can also change the customer demand Qos according to a specific strategy. For example, when the routing server finds that there is no agent that meets the requirements, the UAP is notified. After the UAP and the terminal re-negotiate, the agent is re-selected. If the client originally requests the video, no video agent is idle or the client is a normal user within a certain period of time. Agent service, then UAP renegotiates with the client, specifically by initiating a change request to the customer, and if the customer agrees, then providing the customer with audio services.
  • a specific UAP can send SIP Reinvite message implementations.
  • the routing server further includes
  • the database 304 is configured to store the quality of service data table and the quality of service data matching information, and the computing module 302 interacts with the database to obtain a quality of service data table, and the matching module 303 and the database perform interaction to obtain the service quality data matching information.
  • the QoS collection module 305 is configured to collect the agent service quality data and save the QoS data matching information in the database 304.
  • the data may be statically configured or may be obtained by the Qos collection module timing.
  • the following is a specific example of how the service quality collection module 305 obtains the service quality of the agent A, the agent B, and the agent C, respectively.
  • Figure 2 can be defined for the seat A or IVR A, the seat B or the IVR B, the seat C or the IVR C in three cases.
  • the client's media stream reaches the UAP through the NGN/PSTN network, and then reaches the agent terminal A or IVRA through the LAN.
  • the Qos of the NGN is better than the LAN.
  • the Qos that the agent A or the IVR A can provide is the Qos between the agent A or the IVR A and the UAP.
  • the customer demand Qos is the Qos of the client media stream after passing through the UAP;
  • the media stream of the client reaches the agent B or IVR B through the NGN/PSTN network.
  • the customer needs Qos as the bandwidth allocated by the NGN/PSTN for the client, and the agent B or IVR B Qos is the bandwidth allocated by the NGN/PSTN for the agent B.
  • the media stream of the client passes through the NGN/PSTN network, and reaches the agent terminal C through the access network.
  • the IVR C tough Qos is provided by the access device in the access network.
  • the customer needs Qos to be the QOS allocated to the client on the access device, and the agent Qos is the bandwidth allocated by the access device for the agent C or IVR C.
  • the QoS collection module 305 can collect the agent QOS in the following manner: The agent periodically initiates a call test to the CTI platform, and the CTI reports the service quality collection module 305 to the routing server; or, the static configuration is imported, for example, according to the same carrier.
  • the protocol is to import the agent QOS into the routing server quality of service collection module 305; or, the CTI obtains the agent QOS according to the agent's capability or number segment, and the CTI reports the routing server quality of service collection module 305 according to the agent's number segment.
  • the embodiment of the present invention receives the routing request information sent by the computer telephony, the routing request information carries the customer media information, calculates the customer demand service quality according to the customer media information, and selects and describes the service quality according to the customer demand.
  • the customer needs the corresponding service quality, which makes the service ability of the dynamic collection agent match the customer's demand service quality, improves the service quality, and when there is no agent matching the customer's demand service quality, the service quality is changed by changing the customer demand. Matching again improves the flexibility of matching.
  • FIG. 4 The basic block diagram of the system for the call routing according to the embodiment of the present invention refers to FIG. 4, which mainly includes: a routing server 401, configured to receive routing request information sent by an information processing device (such as a CTI), where the routing request information carries client media information;
  • the customer media information includes at least the user's audio and video information, service information, such as the calling and called number, the active and standby call status roots, and the customer's demanded service quality according to the customer media information; determining the service quality according to the customer demand service quality
  • the customer needs to match the service quality of the agent, the customer demand Qos can be obtained according to the service quality data table in the database, as shown in Table 1.
  • the corresponding customer demand QOS is obtained according to the codec information; if the codec is G.711 30ms, the corresponding customer demand QOS is specifically: the payload is 240, and the packet length is 240+ 87, the rate is 84.8K. Further, the routing server matches the information by matching the quality of service data in the database, as shown in Table 2, matching customer demand Qos and agent service quality.
  • the network quality attributes of agent A or IVR A are: bandwidth A, delay B, packet loss C, jitter D, match
  • the process is mainly to select the agent whose bandwidth matches the QOS rate. When there are multiple agents that match the bandwidth and rate, and consider the skill and the connection rate, the selection skill is stronger and the connection rate is higher.
  • the routing server 401 is further configured to: when the routing server finds that there is no agent that meets the requirements, notify the UAP, and the UAP re-selects the agent after re-negotiating with the terminal, for example, the client originally requests the video, and the video agent is idle or the client is normal within a certain period of time.
  • the user does not provide the video agent service, then the UAP renegotiates with the client, specifically by initiating a change request to the client, and if the client agrees, then providing the client with an audio service.
  • a specific UAP can send a SIP Reinvite message implementation.
  • the system may further include: an information processing device 402, configured to send routing request information to the routing server 401, where the routing request information carries the client media information; the information processing device 402 may specifically be a CTI.
  • the system may further include: a unified access device 403, configured to receive a call of the client terminal, and initiate a call request to the information processing device, and carry the client media information.
  • a unified access device 403 configured to receive a call of the client terminal, and initiate a call request to the information processing device, and carry the client media information.
  • the system may further include: a client terminal 404, configured to initiate a call to the unified access device.
  • the embodiment of the present invention receives the routing request information sent by the computer telephony, the routing request information carries the customer media information, calculates the customer demand service quality according to the customer media information, and selects and describes the service quality according to the customer demand.
  • the customer needs the corresponding service quality, which makes the service ability of the agent match the network quality requirement and improves the service quality.
  • FIG. 5 The schematic diagram of the process is shown in FIG. 5, including terminal A, unified access device UAP, computer telephony integrated CTI, and routing server.
  • the agent terminal wherein the routing server includes a database and a quality of service acquisition module with a service quality data table, and the specific process is as follows:
  • Terminal A initiates a call to the UAP, where the call information includes customer media information, and the client media information includes at least the user's audio/video information and service information;
  • the CTI sends an outbound call request to the UAP
  • step 500b the UAP sends a call message to the client terminal
  • the client terminal carries the client media in the call answer Information
  • the CTI initiates request routing information to the routing server and carries and carries the client media information
  • the client terminal answers, and the UAP receives a call response message request from the client, and the call response message request carries the media information.
  • the UAP After receiving the call from the terminal A, the UAP sends a call request to the CTI, where the request includes the client media information, and the specific implementation is as follows:
  • the CTI After receiving the UAP call, the CTI sends a call request to the routing server, where the request includes the client media information;
  • the routing server queries the QOS data table for the agent matching the customer's required service quality. After receiving the call request, the routing server calculates the customer demand service quality Qos according to the customer media information.
  • the customer demand Qos can be calculated according to the table 1 service quality data table in the database. If the codec is G.711 30ms, the corresponding customer demand QOS is specifically: the payload is 240, the packet length For 240+87, the rate is 84.8K. Next, the routing server selects the agent that matches the quality of service demanded by the customer according to the calculated quality of service demanded by the customer.
  • the network quality attributes are specifically: bandwidth A, delay B, packet loss C, and jitter D.
  • the matching process is mainly to select the agent whose bandwidth matches the QOS rate. When there are multiple agents that match the bandwidth and rate.
  • the skill and connection rate preferably, the agent or the automatic response system IVR with strong selection skills and high connection rate.
  • the customer needs Qos may be changed according to a specific policy, that is, after the UAP and the terminal re-negotiate, the agent is re-selected, for example, the customer originally requests the video, and the video agent is idle or the customer is a normal user within a certain period of time, and the video agent is not provided.
  • Service then UAP renegotiates with the client, specifically by initiating a change request to the customer, and if the customer agrees, then providing the customer with an audio service.
  • a specific UAP can send a SIP Reinvite message implementation.
  • the result of the query here is the routing information of the target agent
  • the routing server returns the target agent terminal routing information to the CTI;
  • the 507 CTI returns the target agent terminal routing information to the UAP.
  • the UAP After receiving the routing information of the target agent terminal, the UAP sends a link establishment request to the target agent terminal to implement communication between the terminal A and the target agent terminal.
  • the embodiment of the present invention receives the routing request information sent by the computer telephony, the routing request information carries the customer media information, calculates the customer demand service quality according to the customer media information, and selects and describes the service quality according to the customer demand quality.
  • the customer needs the corresponding service quality, which makes the service ability of the agent match the network quality requirement and improves the service quality.
  • a person skilled in the art can understand that all or part of the steps of the foregoing embodiments can be completed by a program to instruct related hardware, and the program can be stored in a computer readable storage medium, and the storage medium can include: , RAM, disk or CD, etc.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Quality & Reliability (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Description

一种呼叫路由方法， 装置和系统 本申请要求于 2010 年 1 月 5 日提交中国专利局、 申请号为 201010042618.6, 发明名称为 "一种呼叫路由方法， 装置和系统" 的中国专利 申请的优先权， 其全部内容通过引用结合在本申请中。 技术领域
本发明涉及通信领域， 具体涉及一种呼叫路由方法， 装置和系统。 背景技术
联络中心起源于发达国家对服务质量的需求， 其主旨是通过电话、 传真 等形式为客户提供迅速、 准确的咨询信息以及业务受理和投诉等服务， 通过程 控交换机的智能呼叫分配 (ACD， Automatic Call Distribution )、 计算机电话集成 (CTI, Computer Telephony Integration) , 自动应答系统 ( IVR, Interaction Voice Response ) 等高效的手段和有经验的人工座席， 最大限度地提高客户的满意 度， 随着近年来通信和计算机技术的发展和融合， 分布式技术的引入使人工座 席代表不必再集中于一个地方工作； 自动语音应答设备的出现不仅在很大程度 上替代了人工座席代表的工作，而且使呼叫中心能 24小时不间断运行； Internet 和通信方式的革命更使呼叫中心不仅能处理电话， 还能处理传真、 电子函件、 Web访问， 甚至^ ^于 Internet的电话和视频会议。 针对不同的客户， 分层服 务提供不同的服务水平， 如 VIP客户电话直接转到技能高的座席服务， 普通用 户电话首先由自动 IVR服务， 服务质量 （ QoS， Quality of Service ) 是指 IP 网络的一种能力，即在跨越多种底层网络技术（MP、 FR、 ATM, Ethernet. SDH、 MPLS等） 的 IP网络上， 为特定的业务提供其所需要的服务。 IP QoS的内涵： 带宽 /吞吐量， 时延， 抖动， 丟包率， 可用性， 随着网络技术发展和工作方式的 改变， 座席可以通过网络远程接入 CTI系统， 比如 SOHO座席， 座席通过在 家中接入到呼叫中心系统。 但是由于视频、 音频对网络 QoS的传输时延、 丟包 率带宽非常的敏感， 而远程座席由于接入网的原因， 接入的网絡 Qos可能比较 低。 如果在呼叫分配的时候不考虑 Qos问题， 可能导致与某个客户呼叫分配给 Qos不匹配的远程座席。 比如客户使用视频电话接入呼叫中心， 而 CTI却把呼 叫分配到一个 ADSL接入的座席终端。 由于带宽， 丢包等因素， 可能导致客户 无法和座席正常交流。 严重影响客户满意度。 发明内容 有鉴于此， 本发明提供一种呼叫路由方法， 装置和系统， 解决了客户需 求和坐席能力不匹配的问题。
一种呼叫路由的方法， 其特征在于， 方法包括， 接收信息处理设备发送的路 由请求信息， 路由请求信息中携带客户媒体信息； 根据客户媒体信息得到客户 需求服务质量； 根据客户需求服务质量， 确定与客户需求服务质量相匹配的坐 席或自动应答系统 IVR。
一种路由服务器， 其特征在于， 路由服务器包括， 接收模块， 用于接收信 息处理设备发送的路由请求信息， 路由请求信息中携带客户媒体信息； 计算模 块， 用于根据客户媒体信息得到客户需求服务质量； 匹配模块， 用于根据客户 需求服务质量， 确定与客户需求服务质量相匹配的坐席或自动应答系统 IVR。
一种呼叫路由的系统， 其特征在于， 系统包括， 路由服务器， 用于接收信 息处理设备发送的路由请求信息， 路由请求信息中携带客户媒体信息； 根据客 户媒体信息得到客户需求服务质量； 根据客户需求服务质量， 确定与客户需求 服务质量相匹配的坐席或自动应答系统 IVR; 信息处理设备， 用于向路由服务 器发送路由请求信息， 路由请求信息中携带客户媒体信息； 本发明实施例通过接收计算机电话集成发送的路由请求信息， 所述路由请 求信息中携带客户媒体信息， 根据所述客户媒体信息计算客户需求服务质量， 根据所述客户需求服务质量， 选择与所述客户需求服务质量相对应的坐席， 使 得座席的服务能力与网络质量需求相匹配， 提高了服务质量。 附图说明
图 1为本发明实施例提供的呼叫路由的方法流程图；
图 2为本发明实施例提供的服务质量数据匹配信息情况图；
图 3为本发明实施例提供的业务路由器基本框图；
图 4为本发明实施例提供的呼叫路由系统基本框图；
图 5为本发明实施例提供的呼叫路由的方法的具体实施图。 具体实施方式
为了使本领域的技术人员更好的理解本发明内容， 以下结合附图以及具体 实施例对本发明内容作具体说明。
本发明实施例的呼叫路由方法的基本流程可参考图 1， 主要包括步骤： Al、 接收计算机电话集成 (CTI)发送的路由请求信息， 所述路由请求信息 中携带客户媒体信息；
终端（例如可以为手机， 固定终端， 或者其他类型的终端） 向统一接入设 备 (UAP，， Universal Access Platform ；)发起呼叫， UAP收到终端的呼叫消息后 向 CTI发起呼叫请求， 并携带客户媒体信息， 客户媒体信息至少包括:用户的 音 /视频信息， 业务信息， 如主被叫号码， 主备叫状态， CTI向路由服务器发起 请求路由信息并携带客户媒体信息；
具体实现中， 终端（或其中的 SIP客户端）向 UAP发起呼叫信令 INVITE ， 在会话描述信息（SDP， Session Description Protocol )中携带客户媒体信息， UAP 收到该客户端的呼叫消息后向 CTI发起呼叫请求， 具体实现可以如下：
INVITE sip:[service]@[remote_ip]:[remote_port] SIP/2.0
Via: SIP/2.0/[transport] [local_ip]： [local_port];branch=[branch] From: sipp <sip:sipp@[local_ip]:[local_port]>;tag=[call_number] To: sut <si： [service] @[remote_ip]： [remote_port]>
Call-ID: [call— id] ―
CSeq: 1 INVITE
Contact: sip:sipp@[local_ip]:[local_port]
Max-Forwards: 70
Subject: Performance Test
Content-Type: application/sdp Content-Length: [len]
v=0
o=userl 53655765 2353687637 IN IP[local_ip_type] [local _ip] s=- c=IN IP[media— ip— type] [media— ip]
t=0 0 — ― ―
m=audio [media_port] RTP/AVP 0
a=rtpmap:0 PCMU/8000 其中， m=audio [media— port] RTP/AVP 0 a=rtpmap:0 PCMU/8000 , 表示 编解码为 G711 30ms 。
在另一具体的例子中， 例如在外呼场景中， 如电话营销， CTI向用户发 起呼叫， 推销某种产品， CTI通过 UAP向客户端发起呼叫， 然后通过客户端的 应答获得客户端的客户媒体信息， 一个具体实现可以如下：
INVITE sip:[service]@[remote_ip]:[remote_port] SIP/2.0
SIP/2.0 200OK ―
Via: SIP/2.0/[transport] [local_ip]： [local_port];branch=[branch] From: sipp <sip:sipp@[local_ip]： [local_port]>;tag=[call_number] To: sut <sip: [service]@[remote_ip]: [remote_port]>
Call-ID: [call— id] ―
CSeq: 1 INVITE
Content-Type: application/sdp
Content-Length: [len]
v=0
o=userl 53655765 2353687637 IN IP[local_ip_type] [local— ip] s=- c=IN IP[media— ip— type] [media— ip]
t=0 0 ―
m=audio [media_port] RTP/AVP 0
a=rtpmap:0 PCMU/8000 m=audio [media_port] RTP/AVP 0 a=rtpmap:0 PCMU/8000 ， 表示编解码为 G711 30ms
客户端进行应答， UAP收到客户的呼叫应答消息请求， 携带媒体信息。 A2、 根据所述客户媒体信息得到客户需求服务质量；
路由服务器根据客户媒体信息得到客户需求服务质量 （Qos， qulity of service )， 具体实现时， 客户需求 Qos可以根据数据库中的表 1服务质量数据 表换算得到， 例如， 客户媒体信息中的音 /视频信息带有编解码信息， 则根据编 解码信息得到对应的客户需求 QOS,如编解码为 G711 30ms时， 对应的客户需 求 QOS ： 净荷为 240, 包长为 240+87 , 速率为 84.8K：。
Figure imgf000007_0001
A3、根据所述客户需求服务质量，选择与所述客户需求服务质量相匹配的 坐席或自动应答系统 IVR。
例如，该步骤可以通过查询数据库中的服务质量数据匹配信息表 2， 匹配 客户需求 Qos和座席服务质量 QOS， 并按照一定的策略， 结合技能、 接通率 等指标选择匹配的座席，如，坐席 A或 IVR A的网络质量属性具体为：带宽 A， 时延 B， 丟包 C， 抖动 D，匹配的过程主要为， 选择带宽和客户需求 QOS的速 率相匹配的坐席。 当同时存在多个满足带宽和速率相匹配的坐席， 同时考虑技 能和接通率，优选的，选择技能较强，接通率较高的坐席或自动应答系统 IVR。
可替代的， 也可以根据具体策略， 改变客户需求 Qos, 即 UAP和终端重 新协商后， 重新选择座席。 一个具体的实现例子： 如客户原来请求视频， 一定 时间内没有视频座席空闲， 或者客户是普通用户， 不提供视频座席服务； 那么 UAP与客户端重新协商， 具体可以通过向客户发起更改请求， 如果客户同意， 然后为客户提供音频服务。 具体的 UAP 可以发送 SIP Reinvite 消息实现。 座席 服务质量 座席 A或 IVR A 带宽， 时延， 丢
包， 抖动 座席 B或 IVR B 带宽， 时延， 丢
包， 抖动 座席 C或 IVR C 带宽， 时延， 丢
包， 抖动
表 2
下面以具体例子的方式分别针对坐席 A或 IVRA,坐席 B或 IVR B,坐席 C 或 IVR C的 QOS分三种情况进行说明， 参考图 2。
1、 客户端的媒体流经过 NGN/PSTN网络到达 UAP, 然后通过 LAN到 达座席终端 A或 IVRA。 在整个路径上， NGN的 Qos优于 LAN, 座席 A或 IVR A能提供的 Qos即座席 A或 IVR A与 UAP的之间的 Qos，客户需求 Qos为客户 媒体流经过 UAP后的 Qos;
2、 客户端的媒体流经过 NGN/PSTN网络到达座席 B或 IVR B。 客户需 求 Qos为 NGN/PSTN为客户端分配的带宽，座席 B或 IVR B Qos 为 NGNZPSTN 为座席 B分配的带宽。
3、 客户端的媒体流经过 NGN/PSTN网络， 通过接入网到达座席终端 C 或 IVR C。 Qos由接入网络中的接入设备提供。客户需求 Qos为在接入设备为客 户端分配的 QOS， 座席 Qos 为接入设备为座席 C或 IVR C分配的带宽。
以上三种情况为路由服务器收集坐席 QOS的具体过程， 并将收集到的 坐席 QOS保存到数据库中的服务质量数据匹配信息， 该数据可以是静态配置 的， 也可以是 Qos收集模块定时获取， 具体实现中， 路由服务器可以采用如下 方式收集坐席 QOS，座席定期向 CTI平台发起呼叫测试， CTI并上报路由服务 器， 或， 静态配置导入， 如根据同运营商签订的协议， 将坐席 QOS导入路由 服务器， 或， CTI根据座席的能力或号段得到坐席 QOS， CTI 根据座席的号 段， 并上报路由服务器。
本发明实施例通过接收计算机电话集成发送的路由请求信息， 所述路由请 求信息中携带客户媒体信息， 根据所述客户媒体信息计算客户需求服务质量， 根据所述客户需求服务质量， 选择与所述客户需求服务质量相对应的坐席， 使 得座席的服务能力与网络质量需求相匹配， 提高了服务质量。
本发明实施例的路由服务器的结构图参考图 3， 主要包括，
接收模块 301， 用于接收信息处理设备发送的路由请求信息， 所述路由请 求信息中携带客户媒体信息， 客户媒体信息至少包括:用户的音 /视频信息， 业 务信息（如主被叫号码， 主备叫状态） .这里信息处理设备可以为是 CTI, 一个 具体的例子可以是由 CTI收到 UAP发起的呼叫请求 (例如， 当 UAP收到客户 端的呼叫消息后向 CTI发起呼叫请求， 该请求中携带客户媒体信息）后， 向该 路由服务器发送携带该客户媒体信息的路由请求信息。
计算模块 302， 用于根据所述客户媒体信息计算客户需求服务质量； 具体实现时，客户需求 Qos可以根据接收模块 301接收的客户媒体信息计 算带宽， 计算模块 302可通过表 1服务质量数据表进行换算， 如在客户媒体信 息中携带编解码参数，根据编解码参数得到相应的客户需求 QOS。具体的换算 过程与前述对应的方法实施例的实现方式对应相同， 此处不再赘述。
匹配模块 303 , 用于根据所述客户需求 QOS , 确定与所述客户需求服务 质量相匹配的坐席。 一个具体的例子可以是： 通过月良务质量数据匹配信息， 如 查询表 2, 匹配客户需求 Qos和座席服务质量 QOS， 并按照一定的策略， 结合 技能、 接通率等指标选择匹配的座席。 一个具体体的实现例子可以为： 坐席 A 或 IVR A的网络质量属性具体为带宽 A， 时延 B， 丟包 C， 抖动 D。 匹配的 过程主要为， 选择带宽和 QOS 的速率相匹配的坐席。 当同时存在多个满足带 宽和速率相匹配的坐席， 同时考虑技能和接通率， 优选的， 选择技能较强， 接 通率较高的坐席或自动应答系统 IVR。
在另一例子中， 匹配模块也可以根据具体策略， 改变客户需求 Qos。 例如， 当路由服务器发现不存在符合要求的坐席， 则通知 UAP,UAP和终端重新协商 后， 重新选择座席， 如客户原来请求视频， 一定时间内没有视频座席空闲或者 客户是普通用户， 不提供视频座席服务， 那么 UAP与客户端重新协商， 具体 可以通过向客户发起更改请求，如果客户同意， 然后为客户提供音频服务。 具 体的 UAP 可以发送 SIP Reinvite 消息实现。
在另一具体的实例中， 该路由服务器进一步包括，
数据库 304， 用于存放服务质量数据表和服务质量数据匹配信息， 计算模 块 302与数据库进行交互获得服务质量数据表， 匹配模 303块和数据库进行交 互获得服务质量数据匹配信息。
服务质量收集模块 305，用于收集坐席服务质量数据，并保存到数据库 304 中的服务质量数据匹配信息， 该数据可以是静态配置的， 也可以是 Qos收集模 块定时获取。
下面以具体例子的形式分别针对服务质量收集模块 305 如何获得坐席 A, 坐席 B， 坐席 C的服务质量分别举例说明， 参考图 2
在具体例子中， 可以分别针对坐席 A或 IVR A，坐席 B或 IVR B, 坐席 C 或 IVR C的 QOS分三种情况定义图 2，
1、 客户端的媒体流经过 NGN/PSTN网络到达 UAP, 然后通过 LAN到 达座席终端 A或 IVRA。 在整个路径上， NGN的 Qos优于 LAN, 座席 A或 IVR A能提供的 Qos即座席 A或 IVR A与 UAP的之间的 Qos，客户需求 Qos为客户 媒体流经过 UAP后的 Qos;
2、 客户端的媒体流经过 NGN/PSTN网络到达座席 B或 IVR B。 客户需 求 Qos为 NGN/PSTN为客户端分配的带宽，座席 B或 IVR B Qos 为 NGN/PSTN 为座席 B分配的带宽。
3、 客户端的媒体流经过 NGN/PSTN网络， 通过接入网到达座席终端 C或 IVR C„ Qos由接入网络中的接入设备提供。客户需求 Qos为在接入设备为客户 端分配的 QOS, 座席 Qos 为接入设备为座席 C或 IVR C分配的带宽。
具体实现中，服务质量收集模块 305可以采用如下方式收集坐席 QOS: 座 席定期向 CTI 平台发起呼叫测试， CTI 并上报路由服务器服务质量收集模块 305; 或， 静态配置导入， 如根据同运营商签订的协议， 将坐席 QOS导入路由 服务器服务质量收集模块 305; 或， CTI 根据座席的能力或号段得到坐席 QOS , CTI 根据座席的号段， 并上报路由服务器服务质量收集模块 305。
本发明实施例通过接收计算机电话集成发送的路由请求信息， 所述路由请 求信息中携带客户媒体信息， 根据所述客户媒体信息计算客户需求服务质量， 根据所述客户需求服务质量， 选择与所述客户需求服务质量相对应的坐席， 使 得动态收集座席的服务能力与客户需求服务质量相匹配， 提高了服务质量， 当 不存在与客户需求服务质量相匹配的坐席时， 通过改变客户需求服务质量进行 再次匹配， 提高了匹配的灵活性。
本发明实施例的呼叫路由的系统的基本框图参考图 4， 主要包括， 路由服务器 401， 用于接收信息处理设备（如 CTI )发送的路由请求信息， 所述路由请求信息中携带客户媒体信息； 客户媒体信息至少包括， 用户的音视 频信息， 业务信息， 如主被叫号码， 主备叫状态根， 据所述客户媒体信息得到 客户需求服务质量； 根据所述客户需求服务质量， 确定与所述客户需求服务质 量相匹配的坐席，客户需求 Qos可以根据数据库中的服务质量数据表，如表 1， 换算得到。 例如， 如果媒体信息中有编解码信息， 根据编解码信息得到对应的 客户需求 QOS; 如编解码为 G.711 30ms时， 对应的客户需求 QOS具体为： 净 荷为 240， 包长为 240+87， 速率为 84.8K。 进一步， 路由服务器通过查询数据 库中的服务质量数据匹配信息， 如表 2, 匹配客户需求 Qos 和座席服务质量
QOS, 并按照一定的策略， 结合技能、 接通率等指标选择匹配的座席， 如， 坐 席 A或 IVR A的网络质量属性具体为： 带宽 A， 时延 B， 丢包 C， 抖动 D，匹 配的过程主要为， 选择带宽和 QOS 的速率相匹配的坐席， 当同时存在多个满 足带宽和速率相匹配的坐席， 同时考虑技能和接通率，优选的，选择技能较强， 接通率较高的坐席或自动应答系统 IVR， 路由服务器 401进一步用于， 当路由服务器发现不存在符合要求的坐席， 则通知 UAP，UAP和终端重新协商后， 重新选择座席， 如客户原来请求视频， 一定时间内没有视频座席空闲或者客户是普通用户， 不提供视频座席服务， 那 么 UAP与客户端重新协商， 具体可以通过向客户发起更改请求， 如果客户同 意， 然后为客户提供音频服务。 具体的 UAP 可以发送 SIP Reinvite 消息实 现。 该系统进一步的可以包括:信息处理设备 402， 用于向路由服务器 401发送 路由请求信息， 路由请求信息中携带客户媒体信息； 该信息处理设备 402具体 可以为 CTI。
该系统进一步的可以包括： 统一接入设备 403,用于接收客户终端的呼叫， 并向信息处理设备发起呼叫请求， 并携带客户媒体信息
该系统进一步的可以包括： 客户终端 404， 用于向统一接入设备发起呼叫。 本发明实施例通过接收计算机电话集成发送的路由请求信息， 所述路由请 求信息中携带客户媒体信息， 根据所述客户媒体信息计算客户需求服务质量， 根据所述客户需求服务质量， 选择与所述客户需求服务质量相对应的坐席， 使 得座席的服务能力与网络质量需求相匹配， 提高了服务质量。 为更好的理解上述实施例， 下面结合呼叫路由的方法的一个具体执行过 程为例进行说明， 流程示意图如图 5所示， 包括终端 A， 统一接入设备 UAP， 计算机电话集成 CTI,路由服务器， 坐席终端， 其中路由服务器包含存有服务质 量数据表的数据库和服务质量获取模块， 具体流程如下：
501 终端 A向 UAP发起呼叫， 呼叫信息中包含客户媒体信息， 客户媒体 信息至少包括， 用户的音 /视频信息， 业务信息；
在另一具体的例子中，例如在外呼场景中，如电话营销中， 步骤 500a,CTI 向 UAP发送外呼请求， 步骤 500b,UAP向客户终端发送呼叫消息； 客户终端在呼 叫应答中携带客户媒体信息， CTI向路由服务器发起请求路由信息并携带并携 带客户媒体信息； 具体实现可以如下:
INVITE sip:[service]@[remote_ip]:[remote_port] SIP/2.0
SIP/2.0 200OK ―
Via: SIP/2.0/[transport] [local ip]： [local_port];branch=[branch] From: sipp <sip:sipp@[local_ip]： [local_port]>;tag=[call_number]
To: sut <sip: [service]@[remote_ip]： [remote_port]>
Call-ID: [call— id] ―
CSeq: 1 INVITE
Content-Type: application/sdp
Content-Length: [len]
v=0
o= 1 53655765 2353687637 IN IP[local_ip_type] [local— ip] s=- c=IN IP[media— ip— type] [media— ip]
t=0 0 ―
m=audio [media_port] RTP/AVP 0
a=rtpmap:0 PCMU/8000 m=audio [media_port] RTP/AVP 0 a=rtpmap:0 PCMU/8000 ， 表示 G711 30ms
客户终端进行应答， UAP收到客户的呼叫应答消息请求， 该呼叫应答消 息请求携带媒体信息
502 UAP向 CTI发送呼叫请求
UAP在收到终端 A的呼叫后， 向 CTI发送呼叫请求， 该请求中包含客 户媒体信息， 具体实现如下：
INVITE sip: [service] @[remote_ip]： [remote_port] SIP/2.0
Via: SIP/2.0/[transport] [local_ip]:[local_port];branch=[branch]
From: sipp <sip:sipp@[local_ip]:[local_port]>;tag=[call_number] To: sut <sip:[service]@[remote_ip]:[remote_port]>
Call-ID: [call— id] ―
CSeq: 1 INVITE
Contact: sip:sipp@[local_ip]:[local_port]
Max-Forwards: 70
Subject: Performance Test
Content-Type: application/sdp
Content-Length: [len]
v=0
o=userl 53655765 2353687637 IN IP[local— ip— type] [local ip] s=- c=IN IP [media_ip_type] [media— ip]
t=0 0 ―
m=audio [media_port] RTP/AVP 0
a=rtpmap:0 PCMU/8000 其中， m=audio [media— port] RTP/AVP 0 a=rtpmap:0 PCMU/8000 , 表示 G711 30ms 。
503 CTI向路由服务器发送呼叫请求
CTI在收到 UAP的呼叫后， 向路由服务器发送呼叫请求， 该请求中包含 客户媒体信息；
504 路由服务器向 QOS数据表查询与客户需求服务质量相匹配的坐席 路由服务器在收到呼叫请求后， 根据客户媒体信息计算客户需求服务质 量 Qos，
具体实现时， 具体实现时， 客户需求 Qos可以根据数据库中的表 1服务 质量数据表计算得到， 如编解码为 G.711 30ms时， 对应的客户需求 QOS具体 为： 净荷为 240， 包长为 240+87， 速率为 84.8K, 接下来， 路由服务器根据计 算得到的客户需求服务质量， 选择与所述客户需求服务质量相匹配的坐席。
通过查询数据库中的服务质量数据匹配信息表 2, 匹配客户需求 Qos和 座席服务质量 QOS， 并按照一定的策略， 结合技能、 接通率等指标选择匹配的 座席， 如， 坐席 A或 IVR A的网络质量属性具体为： 带宽 A， 时延 B， 丟包 C， 抖动 D，匹配的过程主要为， 选择带宽和 QOS的速率相匹配的坐席， 当同时存 在多个满足带宽和速率相匹配的坐席， 同时考虑技能和接通率， 优选的， 选择 技能较强， 接通率较高的坐席或自动应答系统 IVR。
可选的， 也可以根据具体策略， 改变客户需求 Qos, 即 UAP和终端重新 协商后， 重新选择座席， 如客户原来请求视频， 一定时间内没有视频座席空闲 或者客户是普通用户， 不提供视频座席服务， 那么 UAP与客户端重新协商， 具体可以通过向客户发起更改请求，如果客户同意，然后为客户提供音频服务。 具体的 UAP 可以发送 SIP Reinvite 消息实现。
505 QOS数据表向路由服务器返回查询结果；
这里查询结果为目标坐席的路由信息；
506 路由服务器向 CTI返回目标坐席终端路由信息； 507 CTI向 UAP返回目标坐席终端路由信息；
508 UAP向目标终端发送链路建立请求；
UAP在收到目标坐席终端路由信息后，向目标坐席终端发送链路建 立请求， 以实现终端 A和目标坐席终端的通信。
本发明实施例通过接收计算机电话集成发送的路由请求信息， 所述路由 请求信息中携带客户媒体信息， 根据所述客户媒体信息计算客户需求服务质 量，根据所述客户需求服务质量，选择与所述客户需求服务质量相对应的坐席， 使得座席的服务能力与网络质量需求相匹配， 提高了服务质量。 本领域普通技术人员可以理解上述实施例的各种方法中的全部或部分步 骤是可以通过程序来指令相关的硬件来完成， 该程序可以存储于计算机可读存 储介质中， 存储介质可以包括： ROM、 RAM, 磁盘或光盘等。
以上对本发明实施例所提供的限制主叫用户呼叫的方法、 系统和装置， 本 明只是用于帮助理解本发明的方法及其核心思想； 同时， 对于本领域的一般技 术人员， 依据本发明的思想， 在具体实施方式及应用范围上均会有改变之处， 综上所述， 本说明书内容不应理解为对本发明的限制。

Claims

权 利 要 求 书
1、 一种呼叫路由的方法， 其特征在于， 所述方法包括，
接收信息处理设备发送的路由请求信息， 所述路由请求信息中携带客户媒 体信息；
根据所述客户媒体信息得到客户需求服务质量；
根据所述客户需求服务质量， 确定与所述客户需求服务质量相匹配的坐席 或自动应答系统 IVR。
2、 如权利要求 1 所述的方法， 其特征在于， 所述根据所述客户需求服务质 量， 确定与所述客户需求服务质量相匹配的坐席或自动应答系统 IVR 具体包 括，
查询服务质量数据匹配信息，确定与所述客户需求服务质量相匹配的坐席 或自动应答系统 IVR。
3、 如权利要求 2所述的方法， 其特征在于， 所述方法进一步包括，
如服务质量匹配信息中存在与所述客户需求服务质量相匹配的坐席， 则 将所述坐席或自动应答系统 IVR的路由信息发送给所述信息处理设备。
4、 如权利要求 2所述的方法， 其特征在于， 所述方法进一步包括，
如服务质量匹配信息中不存在与所述客户需求服务质量相匹配的坐席， 在与终端协商重新确定客户需求服务质量， 并根据重新确定后的客户需求服务 质量， 确定与所述重新确定后的客户需求服务质量相匹配的坐席或自动应答系 统 IV o
5、 如权利要求 2所述的方法， 其特征在于， 所述方法进一步包括：
收集所述坐席或自动应答系统 IVR的服务质量， 将收集的数据更新所述 的服务质量匹配信息。
6、 一种路由服务器， 其特征在于， 所述路由服务器包括，
接收模块， 用于接收信息处理设备发送的路由请求信息， 所述路由请求 信息中携带客户媒体信息；
计算模块， 用于根据所述客户媒体信息得到客户需求服务质量； 匹配模块， 用于根据所述客户需求服务质量， 确定与所述客户需求服务 质量相匹配的坐席或自动应答系统 IVR。
7、 如权利要求 6所述的路由服务器， 其特征在于， 所述路由服务器进一步 包括：
数据库， 用于存放路由服务器收集的服务质量数据匹配信息；
所述的匹配模块，进一步用于查询所述数据库， 获得服务质量数据匹配信 息,根据所述的服务质量数据匹配信息确定与所述客户需求服务质量相匹配的 坐席或自动应答系统 IVR。
8、 如权利要求 6所述的路由服务器， 其特征在于， 所述的匹配模块进一步 用于当服务质量匹配信息中不存在与所述客户需求服务质量相匹配的坐席时， 在与终端协商重新确定客户需求服务质量， 并根据重新确定后的客户需求服务 质量， 确定与所述重新确定后的客户需求服务质量相匹配的坐席或自动应答系 统 IV c
9、 如权利要求 6所述的路由服务器， 其特征在于， 所述路由服务器进一步 包括，
服务质量收集模块， 用于收集座席的服务质量数据， 并保存到数据库中 的服务质量数据表。
10、 一种呼叫路由的系统， 其特征在于， 所述系统包括，
路由服务器， 用于接收信息处理设备发送的路由请求信息， 所述路由请 求信息中携带客户媒体信息； 根据所述客户媒体信息得到客户需求服务质量； 根据所述客户需求服务质量， 确定与所述客户需求服务质量相匹配的坐席或自 动应答系统 IVR;
信息处理设备， 用于向路由服务器发送路由请求信息， 路由请求信息中 携带客户媒体信息。
11、 如权利要求 10所述的呼叫路由系统， 其特征在于， 所述呼叫路由系统 进一步包括，
统一接入设备， 用于接收客户终端的呼叫， 并向信息处理设备发起呼叫 请求， 并携带客户媒体信息。
PCT/CN2010/080352 2010-01-05 2010-12-28 一种呼叫路由方法，装置和系统 WO2011082638A1 (zh)

Priority Applications (3)

Application Number Priority Date Filing Date Title
EP10841981.3A EP2523440B1 (en) 2010-01-05 2010-12-28 Method, device and system for call routing
ES10841981.3T ES2477990T3 (es) 2010-01-05 2010-12-28 Método, dispositivo y sistema para enrutamiento de llamadas
US13/542,584 US8611524B2 (en) 2010-01-05 2012-07-05 Method, apparatus and system for call routing

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201010042618.6 2010-01-05
CN2010100426186A CN102118521B (zh) 2010-01-05 2010-01-05 一种呼叫路由方法，装置和系统

Related Child Applications (1)

Application Number Title Priority Date Filing Date
US13/542,584 Continuation US8611524B2 (en) 2010-01-05 2012-07-05 Method, apparatus and system for call routing

Publications (1)

Publication Number Publication Date
WO2011082638A1 true WO2011082638A1 (zh) 2011-07-14

Family

ID=44217105

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2010/080352 WO2011082638A1 (zh) 2010-01-05 2010-12-28 一种呼叫路由方法，装置和系统

Country Status (5)

Country Link
US (1) US8611524B2 (zh)
EP (1) EP2523440B1 (zh)
CN (1) CN102118521B (zh)
ES (1) ES2477990T3 (zh)
WO (1) WO2011082638A1 (zh)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20200104772A1 (en) * 2017-03-16 2020-04-02 Anand Purnanand AWASTHI A system for establishing communication

Families Citing this family (14)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN102883078A (zh) * 2012-09-04 2013-01-16 携程计算机技术（上海）有限公司 一种分布式呼叫中心呼入话务的分配方法
KR101569510B1 (ko) * 2013-10-22 2015-11-17 네이버 주식회사 적응적 실시간 트랜스코딩 방법 및 이를 위한 스트리밍 서버
CN106302333A (zh) * 2015-05-22 2017-01-04 华为技术有限公司 媒体会话的处理方法、装置和系统
CN106303111B (zh) * 2015-05-28 2020-01-21 华为技术有限公司 呼叫路由分配方法、装置及系统
CN116319709A (zh) * 2016-01-25 2023-06-23 文炳轸 预测通话质量的方法及通话质量预测服务装置
US9930180B1 (en) * 2017-04-28 2018-03-27 Afiniti, Ltd. Techniques for behavioral pairing in a contact center system
US20190108566A1 (en) * 2017-10-05 2019-04-11 Novo Labs, Inc. Contextual Restaurant Ordering System
CN109698886A (zh) * 2017-10-24 2019-04-30 上海易谷网络科技股份有限公司 一种让坐席进行移动服务的方法
CN107682576B (zh) * 2017-10-26 2020-01-14 平安科技（深圳）有限公司 客户进线分配方法、系统、计算机设备及存储介质
CN108391023A (zh) * 2018-02-13 2018-08-10 平安科技（深圳）有限公司 一种通话自动接听方法、电子装置及计算机可读存储介质
US20200120211A1 (en) * 2018-10-10 2020-04-16 Avaya Inc. Dynamic agent media type selection based on communication session quality of service parameters
CN112995563B (zh) * 2019-12-17 2022-12-16 中国电信股份有限公司 实现客服热线视频服务的方法、系统以及存储介质
US11128549B1 (en) 2020-07-13 2021-09-21 Massachusetts Mutual Life Insurance Company Routing for remote electronic devices
CN112449061B (zh) * 2021-02-01 2021-05-18 北京健康之家科技有限公司 外呼任务分配方法、装置、计算机设备及可读存储介质

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1223529A (zh) * 1998-09-30 1999-07-21 深圳市华为技术有限公司 呼叫排队路由分配方法
WO2002076069A1 (en) * 2001-01-29 2002-09-26 Immequire, Llc System and method for virtual interactive response unit
US6704409B1 (en) 1997-12-31 2004-03-09 Aspect Communications Corporation Method and apparatus for processing real-time transactions and non-real-time transactions
CN1700716A (zh) * 2004-05-19 2005-11-23 华为技术有限公司 呼叫排队方法

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0689367B1 (de) * 1994-06-09 2002-02-27 Siemens Aktiengesellschaft Verfahren zum Verteilen von Anrufen in einem Kommunikationsnetz
US20020087393A1 (en) * 1998-07-31 2002-07-04 Laurent Philonenko Dynamically updated QoS parameterization according to expected business revenue
US8416943B2 (en) * 2001-07-31 2013-04-09 Aspect Software, Inc. System and method for distributing customer contacts
US20050047579A1 (en) * 2003-08-29 2005-03-03 Salame Mansour A. Telecommunication call distribution system
US7460652B2 (en) * 2003-09-26 2008-12-02 At&T Intellectual Property I, L.P. VoiceXML and rule engine based switchboard for interactive voice response (IVR) services
US7965829B2 (en) * 2004-07-30 2011-06-21 At&T Intellectual Property I, L.P. Subscriber alterable call transfer service
CN1984193B (zh) * 2006-04-13 2010-11-03 华为技术有限公司 网络呼叫路由方法

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6704409B1 (en) 1997-12-31 2004-03-09 Aspect Communications Corporation Method and apparatus for processing real-time transactions and non-real-time transactions
CN1223529A (zh) * 1998-09-30 1999-07-21 深圳市华为技术有限公司 呼叫排队路由分配方法
WO2002076069A1 (en) * 2001-01-29 2002-09-26 Immequire, Llc System and method for virtual interactive response unit
CN1700716A (zh) * 2004-05-19 2005-11-23 华为技术有限公司 呼叫排队方法

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of EP2523440A4

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20200104772A1 (en) * 2017-03-16 2020-04-02 Anand Purnanand AWASTHI A system for establishing communication
US11689628B2 (en) * 2017-03-16 2023-06-27 Anand Purnanand AWASTHI System for establishing communication

Also Published As

Publication number Publication date
CN102118521B (zh) 2013-12-04
EP2523440A1 (en) 2012-11-14
CN102118521A (zh) 2011-07-06
EP2523440A4 (en) 2012-11-14
EP2523440B1 (en) 2014-04-30
US20120275589A1 (en) 2012-11-01
US8611524B2 (en) 2013-12-17
ES2477990T3 (es) 2014-07-18

Similar Documents

Publication Publication Date Title
WO2011082638A1 (zh) 一种呼叫路由方法，装置和系统
US7583660B2 (en) Method and apparatus for enabling peer-to-peer communication between endpoints on a per call basis
US20060165064A1 (en) Method and apparatus for a network element to track the availability of other network elements
US20070091878A1 (en) Method and apparatus for providing endpoint and access independent virtual numbers
US7715548B2 (en) Method and apparatus for integrating customer care inquiries across different media types
CA2557089A1 (en) Method and apparatus for providing internet protocol call transfer in communication networks
US20070263794A1 (en) Method and apparatus for recording calls
WO2011011959A1 (zh) 实现多会话的呼叫方法及呼叫中心、应用服务器和终端
US8654788B2 (en) Method and apparatus for dynamically adjusting broadband access bandwidth
WO2014206149A1 (zh) 一种联络中心进行呼叫处理的方法、排队机和联络中心
US8897436B2 (en) Method and apparatus for providing emergency ring tones for urgent calls
US8730941B1 (en) Method and apparatus for providing multiple calling name identifiers
US7620164B1 (en) Method and apparatus for providing extension management in voice over internet protocol premises
US7734021B1 (en) Method and apparatus for supporting out of area phone number for emergency services
US9001987B2 (en) Method and apparatus for providing dynamic international calling rates
US7899159B1 (en) Method and apparatus for providing in country phone numbers and routing rules
EP1962471A1 (en) Method of providing an access to a real-time service
US8730952B2 (en) Method and apparatus for staggering internet protocol teleconferencing calls
US8654957B2 (en) Method and apparatus for providing internet protocol services to a user of a private branch exchange
EP1768344A1 (en) Method and apparatus for dynamically establishing links between IP private branch exchanges
US7974292B1 (en) Method and apparatus for dynamically adjusting broadband access bandwidth
TWI292268B (zh)
WO2013063951A1 (zh) 坐席呼叫的控制方法、装置及呼叫系统
US7555113B1 (en) Method and apparatus for providing customer premise equipment based routing
US8693665B1 (en) Method and apparatus for dynamically terminating calls over distinct access links

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 10841981

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

WWE Wipo information: entry into national phase

Ref document number: 2010841981

Country of ref document: EP