WO2011150800A1

WO2011150800A1 - Method and device for call processing

Info

Publication number: WO2011150800A1
Application number: PCT/CN2011/074889
Authority: WO
Inventors: 邵建涛
Original assignee: 华为技术有限公司
Priority date: 2010-11-16
Filing date: 2011-05-30
Publication date: 2011-12-08
Also published as: CN102148904B; CN102148904A

Abstract

The present invention provides a method and device for call processing. The method includes the following steps: an Automatic Call Distributor (ACD) receives a call request from a user terminal; according to the correspondence relationship between the seat terminal and the state information of the seat operator, the ACD selects a seat terminal correspondence to any available seat operator, and the state information of the seat operator is used for identifying whether the seat operator is available; the ACD transmits the call request to the seat terminal, so that the seat operator processes the call request of the user terminal by the seat terminal.

Description

The present invention claims the priority of the Chinese patent application entitled "Call Processing Method and Device", which is filed on November 16, 2010 by the Chinese Patent Office, Application No. 201010550454. This is incorporated herein by reference. The present invention relates to communications technologies, and in particular, to a call processing method and apparatus. BACKGROUND OF THE INVENTION A call center is generally composed of an automatic call distribution system (Automatic Call Distributor).

ACD) is the queue machine, computer communication integration (Computer Telecommunication

Integration, referred to as CTI) server, interactive voice response system ( Interactive Voice

Response, referred to as IVR), agent terminal and other components. There are two types of services in the call center. One is automatic service, the call request of the user terminal is processed by the IVR, and the other is manual service. The selected agent handles the call request of the user terminal through the agent terminal. When the communication connection between the CTI server and the ACD is normal, the selection of the agent terminal can be performed through the CTI server. When the communication connection between the CTI server and the ACD is interrupted (the connection is abnormal), the selection of the agent terminal can also be performed by the ACD. .

In the prior art, if there is no corresponding agent on the agent terminal selected by the ACD, the call request of the user terminal cannot be processed in time, and the service requested by the user terminal cannot be performed normally. Summary of the invention

The embodiment of the invention provides a method and a device for processing a call, so as to avoid

It can be processed in time to ensure that the service requested by the user terminal is normal.

The embodiment of the invention provides a method for processing a call, including:

The ACD receives a call request from the user terminal; The ACD selects an agent terminal corresponding to any agent who can provide the service according to the correspondence between the status information of the agent terminal and the agent, and the status information of the agent is used to identify whether the agent can provide the service;

The ACD sends the call request to the agent terminal, so that any agent who can provide the service processes the call request of the user terminal through the agent terminal.

The embodiment of the invention further provides a call processing device, including:

a request receiving module, configured to receive a call request from the user terminal;

The agent selection module is configured to select an agent terminal corresponding to any agent who can provide the service according to the correspondence between the status information of the agent terminal and the agent, and the status information of the agent is used to identify whether the agent can provide the service. ;

And a request sending module, configured to send the call request to the agent terminal, so that any agent who can provide the service processes the call request of the user terminal by using the agent terminal.

According to the foregoing technical solution, after receiving the call request from the user terminal, the ACD of the embodiment of the present invention selects an agent terminal corresponding to any agent who can provide the service according to the correspondence between the status information of the agent terminal and the agent, and And transmitting the received call request to the agent terminal, so that any agent capable of providing the service can process the call request of the user terminal through the agent terminal. The call processing method and the call request of the user terminal provided by the embodiment of the present invention cannot be processed in time, thereby ensuring that the service requested by the user terminal is normally performed.

BRIEF DESCRIPTION OF THE DRAWINGS In order to more clearly illustrate the technical solutions in the embodiments of the present invention, a brief description of the drawings to be used in the description of the embodiments will be briefly made. It is obvious that the drawings in the following description are some of the present invention. For the embodiments, those skilled in the art can obtain other drawings according to the drawings without any creative labor. 1 is a schematic flowchart of a method for processing a call according to Embodiment 1 of the present invention; FIG. 2 is a schematic flowchart of a method for processing a call according to Embodiment 2 of the present invention; FIG. 3 is a schematic diagram of a call processing device according to Embodiment 3 of the present invention; FIG. 4 is a schematic structural diagram of a call processing apparatus according to Embodiment 4 of the present invention. The technical solutions in the embodiments of the present invention are clearly and completely described in the following with reference to the accompanying drawings in the embodiments of the present invention. The embodiments are a part of the embodiments of the invention, and not all of the embodiments. All other embodiments obtained by those skilled in the art based on the embodiments of the present invention without creative efforts are within the scope of the present invention.

FIG. 1 is a schematic flowchart of a method for processing a call according to Embodiment 1 of the present invention. As shown in FIG. 1, the method for processing a call in this embodiment may include the following steps:

Step 101: The ACD receives a call request from a user terminal.

Step 102: The ACD selects, according to the correspondence between the agent terminal and the status information of the agent, the agent terminal corresponding to any agent who can provide the service, and the status information of the agent is used to identify whether the agent can provide the service;

Step 103: The ACD sends the call request to the agent terminal, so that any one of the serviceable agents can process the call request of the user terminal by using the agent terminal.

In this embodiment, after receiving the call request from the user terminal, the ACD selects an agent terminal corresponding to any agent who can provide the service according to the correspondence between the status information of the agent terminal and the agent, and sends the agent terminal to the agent terminal. The above-mentioned call request is received, so that any agent capable of providing the service can process the call of the user terminal through the agent terminal, and the call request of the user terminal cannot be processed in time, thereby ensuring the service requested by the user terminal. Be normal.

FIG. 2 is a schematic flowchart of a method for processing a call according to Embodiment 2 of the present invention. As shown in FIG. 2, this embodiment is a specific embodiment of the previous embodiment. The processing method of the call in this embodiment may include the following steps:

Step 201: The CTI server interacts with the ACD to report the correspondence between the status information of the agent terminal and the agent to the ACD in real time or periodically or periodically.

The status information of the agent may include, but is not limited to, on-the-job or off-duty, and may identify whether the agent can provide services, for example: the status information of the agent is on-the-job, the service of the agent is provided, and the status information of the agent is In case of absence from the post, the agent who identifies the agent is not allowed to provide services.

In this step, after the CTI server is started, a login message is sent to the ACD through a communication connection with the ACD. After confirming that the CTI server has successfully logged in, the ACD returns a response message to the CTI server. For a detailed description of the correspondence between the CTI server and the status information of the agent and the agent, refer to related content in the prior art, and details are not described herein again. After the CTI server obtains the correspondence between the status information of the agent terminal and the agent, the corresponding relationship can be reported to the ACD in real time or periodically. The correspondence between the status information of the agent terminal and the agent may be as shown in the following table.

Correspondence between the status of the agent terminal and the agent

Step 202: The correspondence between the obtained agent terminal and the status information of the agent by the ACD, Update storage;

Step 203: The ACD receives a call request from the user terminal.

In this step, the ACD can receive a call request from a conventional telephone terminal through a Public Service Telephone Network (PSTN), and can also receive a call request from the network telephone terminal through the Internet (Internet).

Step 204: The ACD detects the communication connection between the ACD and the CTI server. Specifically, the ACD can detect the communication connection between the ACD and the CTI server. If the communication connection is interrupted (the communication connection is abnormal), Step 205 is performed; if it is detected that the communication connection is not interrupted (the communication connection is normal), the specific steps can be referred to the related description in the prior art, and details are not described herein again.

Step 205: If the communication connection is interrupted, the ACD selects an agent terminal corresponding to any agent who can provide the service according to the obtained correspondence between the agent terminal and the status information of the agent;

Step 206: The ACD sends the call request to the selected agent terminal to make a request.

In this embodiment, after the ACD receives the call request from the user terminal, if the communication connection between the ACD and the CTI server is interrupted, the ACD may select and provide any according to the correspondence between the agent terminal and the agent's status information. The agent terminal corresponding to the agent of the service sends the received call request to the agent terminal, so that any agent capable of providing the service can process the call request of the user terminal through the agent terminal, thereby avoiding It cannot be processed in time, thus ensuring that the service requested by the user terminal is normal.

It should be noted that, for the foregoing method embodiments, for the sake of simple description, they are all expressed as a series of action combinations, but those skilled in the art should understand that the present invention is not limited by the described action sequence. Because some steps can be used in other orders in accordance with the present invention. Or at the same time. In addition, those skilled in the art should also understand that the embodiments described in the specification are all preferred embodiments, and the actions and modules involved are not necessarily required by the present invention.

In the above embodiments, the descriptions of the various embodiments are different, and the details are not described in detail in an embodiment, and the related descriptions of other embodiments can be referred to.

FIG. 3 is a schematic structural diagram of a call processing apparatus according to Embodiment 3 of the present invention. As shown in FIG. 3, the call processing apparatus of this embodiment may include a request receiving module 31, an agent selection module 32, and a request sending module 33. The request receiving module 31 receives the call request from the user terminal, and the agent selection module 32 selects an agent terminal corresponding to any agent who can provide the service according to the correspondence between the agent terminal and the status information of the agent, and the agent's The status information is used to identify whether the agent can provide the service, and the request sending module 33 sends the call request to the agent terminal, so that any agent who can provide the service can process the call request of the user terminal through the agent terminal.

The functions of the ACD in the first embodiment and the second embodiment of the present invention can be implemented by the call processing device provided by the embodiment of the present invention.

In this embodiment, after the request receiving module receives the call request from the user terminal, the agent selection module selects the agent terminal corresponding to any agent who can provide the service according to the correspondence between the status information of the agent terminal and the agent. The request sending module can send the request to the agent terminal to receive the call request received by the receiving module, so that any agent capable of providing the service can process the call request of the user terminal through the agent terminal, and the call request cannot be avoided. It is processed in time to ensure that the service requested by the user terminal is normal.

4 is a schematic structural diagram of a call processing apparatus according to Embodiment 4 of the present invention. As shown in FIG. 4, the call processing apparatus of this embodiment may further include an information acquiring module 41, as shown in FIG. The correspondence between the agent terminal from the CTI server and the status information of the agent is obtained.

Specifically, the agent selection module 32 in the foregoing third and fourth embodiments of the present invention may specifically The communication connection between the CTI servers is detected. If the communication connection is interrupted, the agent terminal corresponding to any agent who can provide the service is selected according to the correspondence between the agent terminal and the status information of the agent.

A person skilled in the art can understand that all or part of the steps of implementing the above method embodiments may be completed by using hardware related to program instructions, and the foregoing program may be stored in a computer readable storage medium, and the program is executed when executed. The foregoing steps include the steps of the foregoing method embodiments; and the foregoing storage medium includes: a medium that can store program codes, such as a ROM, a RAM, a magnetic disk, or an optical disk.

It should be noted that the above embodiments are only for explaining the technical solutions of the present invention, and are not intended to be limiting; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those skilled in the art that: The technical solutions described in the foregoing embodiments are modified, or some of the technical features are equivalently replaced. The modifications and substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

Rights request

A method for processing a call, comprising:

Automatic call distribution system ACD receives a call request from a user terminal;

The ACD selects an agent terminal corresponding to any agent who can provide the service according to the correspondence between the agent terminal and the status information of the agent, and the status information of the agent is used to identify whether the agent can provide the service;

2. The method according to claim 1, further comprising:

The ACD acquires a correspondence relationship between the agent terminal of the computer communication integrated CTI server and the status information of the agent.

The method according to claim 1 or 2, wherein the ACD selects an agent terminal corresponding to any agent capable of providing services according to the correspondence between the seat terminal and the status information of the agent:

The ACD detects a communication connection between the ACD and the CTI server; if the communication connection is interrupted, the ACD selects an agent that can provide a service according to the correspondence between the agent terminal and the status information of the agent. The agent terminal corresponding to the personnel.

A device for processing a call, comprising:

5. The apparatus according to claim 4, further comprising an information acquisition module, Corresponding relationship between the agent terminal and the agent's status information from the computer communication integrated CTI server.

The device according to claim 4 or 5, wherein the agent selection module is specifically used for

Detecting the communication connection with the CTI server;

If the communication connection is interrupted, the agent terminal corresponding to any agent who can provide the service is selected according to the correspondence between the agent terminal and the status information of the agent.