WO2011157178A3 - 座席终端接入呼叫的方法、呼叫中心及系统 - Google Patents

座席终端接入呼叫的方法、呼叫中心及系统 Download PDF

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Publication number
WO2011157178A3
WO2011157178A3 PCT/CN2011/075316 CN2011075316W WO2011157178A3 WO 2011157178 A3 WO2011157178 A3 WO 2011157178A3 CN 2011075316 W CN2011075316 W CN 2011075316W WO 2011157178 A3 WO2011157178 A3 WO 2011157178A3
Authority
WO
WIPO (PCT)
Prior art keywords
call
seat
call centre
seat terminals
centre
Prior art date
Application number
PCT/CN2011/075316
Other languages
English (en)
French (fr)
Other versions
WO2011157178A2 (zh
Inventor
胡成田
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 EP11795144.2A priority Critical patent/EP2709346A4/en
Priority to CN201180000941XA priority patent/CN102326376B/zh
Priority to PCT/CN2011/075316 priority patent/WO2011157178A2/zh
Publication of WO2011157178A2 publication Critical patent/WO2011157178A2/zh
Publication of WO2011157178A3 publication Critical patent/WO2011157178A3/zh
Priority to US14/095,291 priority patent/US20140093063A1/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
    • H04M3/523—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
    • 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
    • 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
    • H04M3/46—Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
    • H04M3/465—Arrangements for simultaneously calling a number of substations until an answer is obtained

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Mobile Radio Communication Systems (AREA)

Abstract

一种坐席终端接入呼叫的方法，包括：呼叫中心向技能符合客户要求的技能且状态为不空闲的所有坐席终端发送请求振铃通知（101）；根据接收到的所有坐席终端发送的调用请求振铃接口，呼叫中心对所述所有坐席终端进行同时振铃（102）；根据其中一个坐席终端摘机应答，呼叫中心连接所述其中一个坐席终端与客户终端的通话（103）。此外，还提供呼叫中心和系统。
PCT/CN2011/075316 2011-06-03 2011-06-03 座席终端接入呼叫的方法、呼叫中心及系统 WO2011157178A2 (zh)

Priority Applications (4)

Application Number Priority Date Filing Date Title
EP11795144.2A EP2709346A4 (en) 2011-06-03 2011-06-03 METHOD, CALL CENTER AND SYSTEM FOR A SEATING DEVICE FOR RECEIVING CALLS
CN201180000941XA CN102326376B (zh) 2011-06-03 2011-06-03 座席终端接入呼叫的方法、呼叫中心及系统
PCT/CN2011/075316 WO2011157178A2 (zh) 2011-06-03 2011-06-03 座席终端接入呼叫的方法、呼叫中心及系统
US14/095,291 US20140093063A1 (en) 2011-06-03 2013-12-03 Method, call center, and system for agent terminal to answer call

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/CN2011/075316 WO2011157178A2 (zh) 2011-06-03 2011-06-03 座席终端接入呼叫的方法、呼叫中心及系统

Related Child Applications (1)

Application Number Title Priority Date Filing Date
US14/095,291 Continuation US20140093063A1 (en) 2011-06-03 2013-12-03 Method, call center, and system for agent terminal to answer call

Publications (2)

Publication Number Publication Date
WO2011157178A2 WO2011157178A2 (zh) 2011-12-22
WO2011157178A3 true WO2011157178A3 (zh) 2012-04-05

Family

ID=45348637

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2011/075316 WO2011157178A2 (zh) 2011-06-03 2011-06-03 座席终端接入呼叫的方法、呼叫中心及系统

Country Status (4)

Country Link
US (1) US20140093063A1 (zh)
EP (1) EP2709346A4 (zh)
CN (1) CN102326376B (zh)
WO (1) WO2011157178A2 (zh)

Cited By (1)

* Cited by examiner, † Cited by third party
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CN103428379A (zh) * 2012-05-16 2013-12-04 中兴通讯股份有限公司 坐席服务对象的交换方法及装置

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US8848900B2 (en) * 2013-02-07 2014-09-30 Oracle International Corporation System and method for automating skillset additions
CN103338239A (zh) * 2013-06-09 2013-10-02 北京讯鸟软件有限公司 分布式呼叫中心系统及其座席控制方法
CN107454274B (zh) * 2016-05-31 2020-01-21 华为技术有限公司 用于分配座席的方法和装置
CN113472957A (zh) * 2020-03-31 2021-10-01 北京沃东天骏信息技术有限公司 呼叫处理方法、装置、介质及电子设备
US11811972B2 (en) * 2021-07-28 2023-11-07 Zoom Video Communications, Inc. Group handling of calls for large call queues
CN117793655A (zh) * 2022-09-28 2024-03-29 荣耀终端有限公司 一种来电提示方法及电子设备

Citations (4)

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Publication number Priority date Publication date Assignee Title
CN1937678A (zh) * 2006-09-27 2007-03-28 华为技术有限公司 一种实现呼叫转移的方法及系统
CN101079928A (zh) * 2007-06-26 2007-11-28 中兴通讯股份有限公司 客户呼叫中心系统
US20070291922A1 (en) * 2006-06-14 2007-12-20 Peter Matteo Methods and apparatus for variable wait treatments for requests enqueued in one or more queues
CN101193162A (zh) * 2006-11-29 2008-06-04 中兴通讯股份有限公司 客户服务系统的分层服务路由方法

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US6044355A (en) * 1997-07-09 2000-03-28 Iex Corporation Skills-based scheduling for telephone call centers
US6091811A (en) * 1997-11-13 2000-07-18 Lucent Technologies Inc. Ringing technique in automatic call distribution
CN1084113C (zh) * 1998-09-30 2002-05-01 华为技术有限公司 呼叫排队路由分配方法
US6510221B1 (en) * 1999-12-06 2003-01-21 Avaya Technology Corp. System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities
US7003091B1 (en) * 2003-02-21 2006-02-21 Shoretel, Inc. Resource allocation for simultaneous hunt group
US7286661B1 (en) * 2007-05-01 2007-10-23 Unison Technologies Llc Systems and methods for scalable hunt-group management

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20070291922A1 (en) * 2006-06-14 2007-12-20 Peter Matteo Methods and apparatus for variable wait treatments for requests enqueued in one or more queues
CN1937678A (zh) * 2006-09-27 2007-03-28 华为技术有限公司 一种实现呼叫转移的方法及系统
CN101193162A (zh) * 2006-11-29 2008-06-04 中兴通讯股份有限公司 客户服务系统的分层服务路由方法
CN101079928A (zh) * 2007-06-26 2007-11-28 中兴通讯股份有限公司 客户呼叫中心系统

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of EP2709346A4 *

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN103428379A (zh) * 2012-05-16 2013-12-04 中兴通讯股份有限公司 坐席服务对象的交换方法及装置
CN103428379B (zh) * 2012-05-16 2016-08-03 中兴通讯股份有限公司 坐席服务对象的交换方法及装置

Also Published As

Publication number Publication date
EP2709346A4 (en) 2014-03-26
EP2709346A2 (en) 2014-03-19
WO2011157178A2 (zh) 2011-12-22
CN102326376A (zh) 2012-01-18
US20140093063A1 (en) 2014-04-03
CN102326376B (zh) 2013-08-07

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