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 PDFInfo
- 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
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。
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)
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 |
Families Citing this family (6)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
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)
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 |
Family Cites Families (6)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
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 |
-
2011
- 2011-06-03 WO PCT/CN2011/075316 patent/WO2011157178A2/zh active Application Filing
- 2011-06-03 CN CN201180000941XA patent/CN102326376B/zh not_active Expired - Fee Related
- 2011-06-03 EP EP11795144.2A patent/EP2709346A4/en not_active Withdrawn
-
2013
- 2013-12-03 US US14/095,291 patent/US20140093063A1/en not_active Abandoned
Patent Citations (4)
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)
Title |
---|
See also references of EP2709346A4 * |
Cited By (2)
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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