WO2013170837A3 - 一种坐席间跨刀片服务器的呼叫方法及系统 - Google Patents

一种坐席间跨刀片服务器的呼叫方法及系统 Download PDF

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Publication number
WO2013170837A3
WO2013170837A3 PCT/CN2013/080242 CN2013080242W WO2013170837A3 WO 2013170837 A3 WO2013170837 A3 WO 2013170837A3 CN 2013080242 W CN2013080242 W CN 2013080242W WO 2013170837 A3 WO2013170837 A3 WO 2013170837A3
Authority
WO
WIPO (PCT)
Prior art keywords
attendant
blade
server
inter
call
Prior art date
Application number
PCT/CN2013/080242
Other languages
English (en)
French (fr)
Other versions
WO2013170837A2 (zh
Inventor
柯文锋
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
Publication date
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
Priority to EP13790851.3A priority Critical patent/EP2866417B1/en
Priority to US14/416,262 priority patent/US9723084B2/en
Publication of WO2013170837A2 publication Critical patent/WO2013170837A2/zh
Publication of WO2013170837A3 publication Critical patent/WO2013170837A3/zh

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H04L67/141—Setup of application sessions
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1101—Session protocols
    • H04L65/1104—Session initiation protocol [SIP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • 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
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/406—Rerouting calls between call centers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • General Business, Economics & Management (AREA)
  • Multimedia (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

本发明公开了一种坐席间跨刀片服务器的呼叫方法，包括：发起呼叫的坐席所注册登录的源刀片服务器，检测到坐席间的呼叫是坐席间跨刀片服务器的呼叫；源刀片服务器指示目标刀片服务器将被呼叫的坐席交由所述源刀片服务器托管；在源刀片服务器上生成发起呼叫的坐席与被托管的坐席之间的会话。本发明还公开了一种坐席间跨刀片服务器的呼叫系统，目标刀片服务器用于根据源刀片服务器的指示，将所述被呼叫的坐席交由所述源刀片服务器托管，将所述相关注册登录信息返回源刀片服务器。采用本发明，能在跨刀片服务器的情况下，快速协调完成坐席间的一次完整的呼叫，降低了坐席间跨刀片服务器呼叫的实现难度。
PCT/CN2013/080242 2012-09-12 2013-07-26 一种坐席间跨刀片服务器的呼叫方法及系统 WO2013170837A2 (zh)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP13790851.3A EP2866417B1 (en) 2012-09-12 2013-07-26 Inter-attendant cross-blade-server calling method and system
US14/416,262 US9723084B2 (en) 2012-09-12 2013-07-26 Inter-agent cross-blade-server calling method and system

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201210336340.2A CN103685382B (zh) 2012-09-12 2012-09-12 一种坐席间跨刀片服务器的呼叫方法及系统
CN201210336340.2 2012-09-12

Publications (2)

Publication Number Publication Date
WO2013170837A2 WO2013170837A2 (zh) 2013-11-21
WO2013170837A3 true WO2013170837A3 (zh) 2014-02-06

Family

ID=49584391

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2013/080242 WO2013170837A2 (zh) 2012-09-12 2013-07-26 一种坐席间跨刀片服务器的呼叫方法及系统

Country Status (4)

Country Link
US (1) US9723084B2 (zh)
EP (1) EP2866417B1 (zh)
CN (1) CN103685382B (zh)
WO (1) WO2013170837A2 (zh)

Citations (4)

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CN101965015A (zh) * 2009-07-21 2011-02-02 中国电信股份有限公司 一种分布式呼叫中心业务控制的方法和系统
CN102037709A (zh) * 2008-05-21 2011-04-27 艾利森电话股份有限公司 刀片集群交换中心服务器中的资源池化
CN102047639A (zh) * 2008-05-21 2011-05-04 艾利森电话股份有限公司 刀片集群交换中心服务器和用于信令的方法
CN102611809A (zh) * 2012-03-29 2012-07-25 华为技术有限公司 呼叫处理方法和控制装置、自动呼叫分配装置和座席终端

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US6766011B1 (en) * 2000-06-16 2004-07-20 Concerto Software, Inc. Method and apparatus for controlling a contact center
US7181492B2 (en) * 2000-10-17 2007-02-20 Concerto Software, Inc. Transfer of an internet chat session between servers
US20040199569A1 (en) * 2003-02-18 2004-10-07 Mohan Kalkunte Method and system for handling traffic for server systems
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WO2008119397A1 (en) * 2007-04-02 2008-10-09 Telefonaktiebolaget Lm Ericsson (Publ) Scalability and redundancy in an msc-server blade cluster
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CN201995020U (zh) * 2011-05-09 2011-09-28 河南通码科技有限公司 一种具有绩效计算和管理功能的托管呼叫中心系统
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Publication number Priority date Publication date Assignee Title
CN102037709A (zh) * 2008-05-21 2011-04-27 艾利森电话股份有限公司 刀片集群交换中心服务器中的资源池化
CN102047639A (zh) * 2008-05-21 2011-05-04 艾利森电话股份有限公司 刀片集群交换中心服务器和用于信令的方法
CN101965015A (zh) * 2009-07-21 2011-02-02 中国电信股份有限公司 一种分布式呼叫中心业务控制的方法和系统
CN102611809A (zh) * 2012-03-29 2012-07-25 华为技术有限公司 呼叫处理方法和控制装置、自动呼叫分配装置和座席终端

Also Published As

Publication number Publication date
CN103685382A (zh) 2014-03-26
WO2013170837A2 (zh) 2013-11-21
EP2866417A2 (en) 2015-04-29
US9723084B2 (en) 2017-08-01
EP2866417A4 (en) 2015-07-22
CN103685382B (zh) 2017-01-25
US20150244809A1 (en) 2015-08-27
EP2866417B1 (en) 2016-10-05

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