WO2013063951A1 - Dispositif et procédé de commande d'appel avec intervention d'opérateur de service et système d'appel - Google Patents

Dispositif et procédé de commande d'appel avec intervention d'opérateur de service et système d'appel Download PDF

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Publication number
WO2013063951A1
WO2013063951A1 PCT/CN2012/078250 CN2012078250W WO2013063951A1 WO 2013063951 A1 WO2013063951 A1 WO 2013063951A1 CN 2012078250 W CN2012078250 W CN 2012078250W WO 2013063951 A1 WO2013063951 A1 WO 2013063951A1
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WO
WIPO (PCT)
Prior art keywords
call
agent
module
session
call center
Prior art date
Application number
PCT/CN2012/078250
Other languages
English (en)
Chinese (zh)
Inventor
柯文锋
王镇
王文渊
王景平
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
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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
Publication of WO2013063951A1 publication Critical patent/WO2013063951A1/fr

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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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing

Definitions

  • the present invention relates to the field of communications, and in particular to a method, device, and call system for controlling an agent call.
  • BACKGROUND OF THE INVENTION Call Center also known as a customer service center
  • Call Center is a comprehensive information service system based on computer communication integration technology, fully utilizing communication functions of a communication network and a computer network, and being integrated with an enterprise.
  • a group of agents or company representatives centralize a specialized system for incoming call processing, placing calls, and contacting users.
  • the call center can provide users with telephone, fax, email and other services, mainly to deal with user requests, complaints, suggestions and consultations, such as 10,000 in the telecommunications industry and 95555 in the financial industry.
  • the embodiments of the present invention provide a control scheme for an agent call to solve at least the problem that the call center system agent cannot directly answer different users when the agent is not on-hook.
  • a method for controlling an agent call is provided.
  • the method for controlling an agent call includes the following steps: receiving a call from a call center; determining an agent corresponding to the call; acquiring a channel of the held agent, and transferring the agent's session to the current call .
  • a control apparatus for an agent call is provided.
  • the apparatus for controlling an agent call according to an embodiment of the present invention includes: a receiving module configured to receive a call from a call center; a determining module configured to determine an agent corresponding to the call received by the receiving module; and an obtaining module configured to acquire and maintain The seat of the agent; the transfer module, set to transfer the agent's voice to the call.
  • a call system includes a call center and a control device for the above-mentioned agent call, wherein the call center includes: a sending module, configured to send a call corresponding to the agent to the control device of the agent call, and an on-hook message of the call .
  • the call center includes: a sending module, configured to send a call corresponding to the agent to the control device of the agent call, and an on-hook message of the call .
  • FIG. 1 is a flow chart showing a method of controlling an agent call according to an embodiment of the present invention
  • FIG. 2 is a block diagram showing a structure of a control device for an agent call according to an embodiment of the present invention
  • FIG. 4 is a structural block diagram of a control apparatus for another preferred agent call according to an embodiment of the present invention
  • FIG. 1 is a flow chart showing a method of controlling an agent call according to an embodiment of the present invention
  • FIG. 2 is a block diagram showing a structure of a control device for an agent call according to an embodiment of the present invention
  • FIG. 4 is a structural block diagram of a control apparatus for another preferred agent call according to an embodiment of the present invention
  • FIG. 1 is a flow chart showing a method of controlling an agent call according to an embodiment of the present invention
  • FIG. 2 is a block diagram showing a structure of a control device for an agent call according to an embodiment of the present invention
  • FIG. 4 is a structural block diagram of a control apparatus for another preferred agent call according to an
  • FIG. 5 is a structural block diagram of a call system according to an embodiment of the present invention
  • FIG. 7 is a schematic structural diagram of an ACCS system according to Embodiment 1 of the present invention
  • FIG. BEST MODE FOR CARRYING OUT THE INVENTION
  • the embodiment of the invention relates to a call center system, which includes a call center, which is set to receive a call of a user; the agent is set to centrally process the incoming call of the user and contact the customer; the intelligent network (Intelligence Network, referred to as IN) platform.
  • IN Intelligent Network
  • the embodiment provides a method, a device, and a call system for controlling an agent call.
  • 1 is a flowchart of a method for controlling an agent call according to an embodiment of the present invention.
  • the method may include: Step S102: Receive a call from a call center; Step S104, determine a seat corresponding to the call; Step S106: Acquire the voice channel of the held agent, and transfer the agent's voice channel to the current call.
  • the session of the agent is obtained by the above method, and the session is transferred to the call from the call center, so that the agent's voice path is maintained without hanging up, and the call center system agent is not hung up.
  • the call center can set the connection mode of the agent through a Unified Message Interface (UMI), where the connection mode includes a long connection and a short connection.
  • UMI Unified Message Interface
  • the connection mode of the agent is a long connection
  • the channel of the held agent is obtained in the above manner; if the connection mode of the agent is a short connection, the agent does not maintain the channel, and the call can be directly connected. The road between the user and the agent.
  • step S106 of the foregoing method after acquiring the voice channel of the held agent, in order to more conveniently and conveniently transfer the voice channel of the agent to the current call, the IN platform may be triggered to perform the agent and the calling user terminal of the call.
  • Session Initiation Protocol (SIP) negotiation ; establish a link between the agent and the real-time transport protocol (RTP) stream of the calling user terminal of the call.
  • RTP real-time transport protocol
  • the transfer of the agent's voice to the call can be implemented as follows: First, the agent's voice path is kept and has not been hung up, and the new incoming user's voice is also generated. At this time, the two are directly SIP.
  • Session initial protocol negotiation that is, invite negotiation
  • both parties will reply 200 OK (that is, answer), indicating that both sides are The call is ready; then, the terminal on both sides of the agent and the user will send an RTP packet to each other's terminal, that is, the two RTP flow links are successfully established. At this point, both sides can hear each other's voice and start to enter the call.
  • the agent's session will be hosted and placed in the agent's channel pool. To keep the seat of the road.
  • FIG. 2 is a structural block diagram of a device for controlling an agent call according to an embodiment of the present invention. As shown in FIG. 2, the device 20 includes: a receiving module 22, a determining module 24 , the module 26 and the transit module 28 are obtained. The following is a brief description of each module.
  • the receiving module 22 is configured to receive a call from the call center; the determining module 24 is coupled to the receiving module 22, and configured to determine an agent corresponding to the call received by the receiving module; the obtaining module 26 is coupled to the determining module 24, configured to obtain The agent's voice path is maintained; the transit module 28, coupled to the receiving module 22 and the acquisition module 26, is configured to transfer the agent's voice channel to the current call.
  • the obtaining module 26 acquires the channel of the held agent, and the switching module 28 transfers the session to the call from the call center, so that the agent's voice path is maintained without hanging up, and the call is resolved.
  • the central system agent can not directly answer the problem of different users when they are not on-hook, thereby improving the call center connection rate.
  • the obtaining module 26 includes: a determining unit 262 coupled to the determining module 24, configured to determine whether the connection mode of the agent is The long connection; the obtaining unit 264 is coupled to the determining unit 262, and is configured to acquire the channel of the held agent if the connected mode is a long connection.
  • the device 20 further includes: a setting module 32, coupled to the determining unit 262, configured to set a connection mode of the agent through the UMI interface, wherein the connection mode comprises a long connection or a short connection.
  • 4 is a structural block diagram of another preferred seat call control apparatus according to an embodiment of the present invention. As shown in FIG.
  • the switching module 28 in the apparatus 20 includes: a negotiating unit 282, configured to trigger an IN platform for seating and The SIP negotiation of the calling user terminal of the call; and an establishing unit 284 coupled to the negotiating unit 282, configured to establish a link between the agent and the RT p stream of the calling user terminal of the call.
  • the apparatus 20 further includes: a holding module 40 coupled to the receiving module 22 and the obtaining module 26, configured to host the agent's session after the receiving module 22 receives the on-hook message of the call from the call center Sitting in the pool of words, in order to maintain the seat of the road.
  • the present embodiment further provides a call system.
  • FIG. 5 is a structural block diagram of a call system according to an embodiment of the present invention. As shown in FIG.
  • the system includes a call center 50 and the above-mentioned agent call control device 20, wherein the call
  • the center 50 includes: a sending module 52 coupled to the receiving module 22, configured to send a call corresponding to the agent to the control device 20 of the agent call, and an on-hook message of the agent.
  • a sending module 52 coupled to the receiving module 22, configured to send a call corresponding to the agent to the control device 20 of the agent call, and an on-hook message of the agent.
  • the present embodiment adds an agent call control system (ACCS) to the call center.
  • ACCS agent call control system
  • FIG. 6 is a schematic structural diagram of a call center system according to Embodiment 1 of the present invention. As shown in FIG. 6, the location of the ACCS system in the entire call center system is described. FIG.
  • FIG. 7 is a schematic structural diagram of an ACCS system according to Embodiment 1 of the present invention, wherein various call functions, such as consultation, transfer, etc., of the call center can retain the original call flow, and when the call center calls out to the agent, The number change is performed by the IN platform, and the SIP terminal that was originally directly called out to the agent is changed to the ACCS system. Specifically, it can be selected by the ACCS system whether to directly call out to the agent or to pick up from the pool of seats. In this way, only the first call of the seat is needed, and there is no need to re-call the seat again. Just renegotiate (reinvite).
  • the ACCS system may include: a session control module (Call Control Module, CCM for short), an agent call pool module (ACPM), and a user session access module (User Call Interface). Module, referred to as UCIM) and Unified Messaging Access (UMI) interfaces.
  • CCM session Control Module
  • ACPM agent call pool module
  • UMI Unified Messaging Access
  • the session control module is set to complete the session control of all calls, and is the management center of the entire ACCS system; the agent session pool module is set to open a large memory, and all the management is not in the call (ie, the user hangs up, The agent session is hosted by the agent session; the user session access module is configured to uniformly handle call access for all newly incoming users. Specifically, a new user calls into the call center, and the call center forwards the call to the ACCS system for processing.
  • the session control module of the ACCS system obtains the agent's phone number based on the called agent's phone number of the call (where the caller of the call is the user and the called party is the agent), according to the caller's phone number.
  • the user session access module requests to obtain the user's voice path.
  • the SIP control of both is completed by the session control module and the call is made.
  • the call center can set the connection mode of the agent through the UMI interface.
  • the ACCS system provides a unified message interface (UMI), and the call center can complete the setting of the session connection mode of the agent through the message interface, and set the connection mode to a short connection or a long connection.
  • UMI unified message interface
  • the ACCS system will automatically hang up the agent's voice channel when it receives the call hang-up message of the call center or the user's hang-up message; if it is set to long connection, the ACCS system receives any hang-up message from the call center. They will not hang up the seat of the seat, but keep the voice of the road in the pool of seats. However, for the call center, the seat of the agent is disconnected, and the state is also hanged, but the voice is indirectly hosted by ACCS. In this way, the long-term connection function of the agent can be completed without affecting the existing call system call function and process.
  • the second embodiment of the present invention provides a method for controlling an agent call, which may include the following steps: Step S1: The IN platform of the call center sets the number analysis of the agent, and transfers the voice of all the outgoing agents to the ACCS system, by the ACCS system ( See Figure 2) All the connections for the hosted agent. It should be noted that, in order to be compatible with the original call center, the newly superposed ACCS system sets the number analysis.
  • all calls can be processed directly by the original call center without being directly transferred to the ACCS system.
  • BP if you need to use the functions of the ACCS system, you need to set the agent number analysis by the call center, and transfer the call channels of all call center agents to the ACCS system for processing.
  • step S2 when the user calls in to the call center and queues up to the agent, the call center directly calls the agent, and the call is analyzed by the IN platform number, and then transferred to the ACCS system. For example, when a user calls in to the original call center, the default is All are handled by the call center.
  • Step S3 After receiving the new call, the ACCS system determines that if the call center calls, it determines whether the called number is an agent. If yes, according to the agent session connection mode, select whether to re-call the agent. If the agent has set the long connection mode, go directly to the agent channel pool to obtain the previously held session. In step S4, the held channel of the agent is transferred to the current call. At this time, the ACCS system triggers the IN platform to complete the SIP message negotiation between the agent and the user.
  • step S5 after the user hangs up, the call center will receive the user's on-hook message for the first time. At this time, the call center will issue a request to hang up the agent's call, and report the agent client's hang up message. However, the agent hangs up message will go through the IN platform and go to the ACCS system. After receiving the on-hook message from the agent, the ACCS system judges that if the connection mode of the agent is a long connection, the BYE message (ie, the on-hook message) will not be sent to the agent terminal side.
  • the BYE message ie, the on-hook message
  • Step S6 When a new user calls in to the agent, after the call is transferred to the ACCS system, the ACCS system picks up the held session of the agent from the ACP, and accesses the session. Go to a new call. At the same time, the agent negotiates the session with the new user.
  • the call center has the function of supporting the agent to remain permanently persistent.
  • the embodiment of the present invention obtains the voice path of the agent and transfers the voice of the agent to the call from the call center, so that the agent's voice path is maintained and not disconnected, and the call center system agent is solved.
  • you are not on-hook you cannot directly answer the questions from different users, complete the control of the long-distance connection of the agent call, and realize the effect of free connection and disconnection of the voice between the voice channel and the user, thus improving the call.
  • connection rate of the center can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device so that they may be stored in the storage device by the computing device, or they may be separately fabricated into individual integrated circuit modules, or Multiple modules or steps are made into a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software.
  • the above is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and scope of the present invention are intended to be included within the scope of the present invention.

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Abstract

L'invention concerne un dispositif et un procédé de commande d'appel mis en œuvre par un opérateur de service, et un système d'appels. Le procédé comprend les étapes consistant à recevoir un appel provenant d'un centre d'appels; à déterminer un opérateur de service correspondant à l'appel; et à acquérir un trajet vocal dudit opérateur de service et à le transférer de l'opérateur de service à l'appel actuel. Les modes de réalisation de l'invention permettent de résoudre le problème des appels entrants provenant de différents utilisateurs auxquels l'opérateur de service du centre d'appels ne peut répondre directement lorsqu'il n'a pas raccroché, ce qui permet d'améliorer de la vitesse d'établissement d'un appel du centre d'appels.
PCT/CN2012/078250 2011-11-02 2012-07-05 Dispositif et procédé de commande d'appel avec intervention d'opérateur de service et système d'appel WO2013063951A1 (fr)

Applications Claiming Priority (2)

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CN201110341257XA CN103095936A (zh) 2011-11-02 2011-11-02 坐席呼叫的控制方法、装置及呼叫系统
CN201110341257.X 2011-11-02

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CN107959761B (zh) * 2016-10-14 2020-06-30 北京京东尚科信息技术有限公司 基于开源电话软交换系统的收发双链路实现方法及装置
CN109005305B (zh) * 2018-07-16 2020-11-10 迈普通信技术股份有限公司 一种呼叫中心的呼叫处理方法及装置

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CN101771763A (zh) * 2008-12-30 2010-07-07 华为技术有限公司 一种网络坐席呼叫应答方法、装置和系统

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US8249245B2 (en) * 2007-11-13 2012-08-21 Amazon Technologies, Inc. System and method for automated call distribution
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CN1725753A (zh) * 2004-07-22 2006-01-25 中兴通讯股份有限公司 在ip网络中实现计算机支持电话应用功能的系统和方法
CN101282383A (zh) * 2007-12-27 2008-10-08 华为技术有限公司 处理话务员签入的方法、装置及语音服务系统
CN101771763A (zh) * 2008-12-30 2010-07-07 华为技术有限公司 一种网络坐席呼叫应答方法、装置和系统

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