WO2014063509A1 - 一种呼叫中心座席服务电话切换系统及方法 - Google Patents

一种呼叫中心座席服务电话切换系统及方法 Download PDF

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Publication number
WO2014063509A1
WO2014063509A1 PCT/CN2013/080849 CN2013080849W WO2014063509A1 WO 2014063509 A1 WO2014063509 A1 WO 2014063509A1 CN 2013080849 W CN2013080849 W CN 2013080849W WO 2014063509 A1 WO2014063509 A1 WO 2014063509A1
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Prior art keywords
agent
service
switching
sends
cti
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PCT/CN2013/080849
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English (en)
French (fr)
Inventor
谢洪宽
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中兴通讯股份有限公司
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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
Priority to US14/434,597 priority Critical patent/US9667794B2/en
Priority to BR112015009127-0A priority patent/BR112015009127B1/pt
Priority to EP13849647.6A priority patent/EP2897324A4/en
Publication of WO2014063509A1 publication Critical patent/WO2014063509A1/zh

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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
    • 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
    • H04M3/50—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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/16—Arrangements for providing special services to substations
    • 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
    • H04M3/5133—Operator terminal details
    • 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
    • H04M3/515—Night service systems
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • 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 call center agent service telephone switching system and method. Background technique
  • the call center system mainly provides consulting, assistance, complaints and other related services to corporate customers, and has become the main means of communication between enterprises and customers.
  • the call center system must be able to provide services and solve problems in a timely and efficient manner. This requires the call center system to have better robustness and flexibility, be able to cope with various types of emergencies, and reduce the impact on the customer while enhancing the flexibility of the system application.
  • the disaster recovery agent and the multi-vibration agent system are basically adopted.
  • the disaster recovery agent cannot be realized; or the call center does not have
  • the enterprise urgently needs to provide a switching solution that is simple, easy to operate, and has a relatively low input cost. Through this solution, the seamless switching of the agent service telephone can be quickly realized.
  • the technical problem to be solved by the embodiments of the present invention is to provide a call center agent service telephone switching system and method for solving the problem that the attendant cannot continue to serve in the prior art.
  • a call center agent service telephone switching system includes: an agent real-time voice switching management station module VCM, a computer telecom integrated module CTI, an automatic call distribution module ACD, and a seat;
  • the VCM is configured to modify the database, and a service number for handover is added in the agent service number list, and the service number includes a VoIP VOIP number, a public switched telephone network PSTN number, and a public land mobile network PLMN number;
  • the service number after the agent selects the switch is the PSTN number or the PLMN number, sends an update message to the CTI, and updates the service number of the agent;
  • the CTI sends an exit message of the service number VOIP number before the handover to the ACD;
  • the agent sends a logout message to the ACD to log out the VOIP number
  • the ACD sends an acknowledgment message to the agent and the CTI respectively, completing the switching of the service number from the VOIP number to the PSTN number or the PLMN number.
  • the service number after the agent selects the switch is a VOIP number, and an update message is sent to the CTI to update the service number of the agent.
  • CTI sends a VOIP number login message to the ACD
  • the agent sends a registration message to the ACD, registering the VOIP number
  • the ACD sends an acknowledgement message to the agent and the CTI, respectively, to complete the switch of the service number from the PSTN number or the PLMN number to the VOIP number.
  • the agent selects the service number from the agent service number list.
  • the VCM specifies the service number.
  • the VCM After the VCM modifies the database, the VCM sends a synchronization request message to the operation management maintenance module OAM;
  • the OAM After receiving the synchronization request message, the OAM obtains the synchronization information from the database and sends it to the real-time data files of the CTI and the ACD; and completes the synchronization update.
  • the VCM obtains the unsynchronized data and reminds the user to synchronize; then, according to the user's selection, the data is immediately synchronized or checked, and the data is synchronized.
  • a call center agent service telephone switching method includes: an agent real-time voice switching management station module VCM modifies a database, and adds a service number for switching in a seat service number list, where the service number includes a network telephone VOIP number, a public exchange Telephone network PSTN number and public land mobile network PLMN number;
  • the service number after the agent selects the switch is the PSTN number or the PLMN number, and the update message is sent to the computer telecom integrated module CTI, and the service number of the agent is updated;
  • the CTI sends the service number of the VOIP number before the handover to the automatic call distribution module ACD;
  • the agent sends a logout message to the ACD to log out the VOIP number
  • the ACD sends an acknowledgment message to the agent and the CTI respectively, completing the switching of the service number from the VOIP number to the PSTN number or the PLMN number.
  • the method further includes:
  • the service number after the agent selects the switch is the VOIP number, sends an update message to the CTI, and updates the service number of the agent;
  • CTI sends a VOIP number login message to the ACD
  • the agent sends a registration message to the ACD, registering the VOIP number
  • the ACD sends an acknowledgement message to the agent and the CTI, respectively, to complete the switch of the service number from the PSTN number or the PLMN number to the VOIP number.
  • the agent selects the service number from the agent service number list.
  • the VCM specifies the service number.
  • VCM modifies the database, it also includes: The VCM sends a synchronization request message to the operation management and maintenance module OAM;
  • the OAM After receiving the synchronization request message, the OAM obtains the synchronization information from the database and sends it to the real-time data files of the CTI and the ACD; and completes the synchronization update.
  • the VCM When the user logs in or logs out of the VCM, the VCM obtains the unsynchronized data and reminds the user to synchronize; then, according to the user's selection, the data is immediately synchronized or checked, and the data is synchronized.
  • the system and method of the embodiment of the invention solves the problem that the agent is temporarily and smoothly switched, realizes a seamless and smooth switching mode, and realizes the switching of the agent service telephone; realizes the voice channel disaster tolerance requirement of the agent service and the continuity of the agent service, and satisfies the customer
  • the system has low input costs and easy to operate construction and maintenance requirements.
  • FIG. 1 is a schematic structural view of a call center agent service telephone switching system in an embodiment of the present invention
  • FIG. 2 is a schematic diagram showing the service structure of a call center agent service telephone switching system in an embodiment of the present invention
  • Fig. 3 is a flow chart showing the service telephone switching of the call center agent service telephone switching system in the embodiment of the present invention. detailed description
  • the embodiment of the present invention interacts with a database, OAM (Operation Administrator Maintains) module through a virtual channel switching management unit (VCM), and modifies the service corresponding telephone information of the agent in the database, and real-time Synchronize to CTI (Computer Telecommunication Integration, calculation
  • CTI Computer Telecommunication Integration
  • ACD Automatic Call Distributor
  • the embodiment of the present invention relates to a call center agent service telephone switching system, which includes:
  • VCM connected to the call center database, configured to query, modify the database, send synchronous data to OAM, CTI, real-time management agent service phone function; the device belongs to the client device, supports webservice, TSAPI (Telephony Service Application Programming Interface) and The private interface implements interaction with the call center 0 AM, CTI, etc.; VCM uses BDE (Borland Database Engine) or ODBC (Open Database Connectivity) data source interface to query, modify or add specific The agent service desk number; that is, the service number for switching is added to the agent service number list.
  • the monthly service number includes the VOIP (voice over Internet Protocol) number, and the public switched telephone network PSTN (Public Switched Telephone Network, public) Exchange telephone network) number and public land mobile network PLMN (Public Land Mobile Network) number.
  • VOIP Voice over Internet Protocol
  • PSTN Public Switched Telephone Network, public
  • PLMN Public Land Mobile Network
  • the CTI is configured to control the call center system routing processing and the agent status.
  • the device provides a CSTA (Crystal Structure Theory and Applications) protocol interface and a TS API protocol interface, and is configured to control the call center system routing processing and the agent. status.
  • CSTA Crystal Structure Theory and Applications
  • the ACD is configured as a system call center system call control; the device is based on an intelligent network system, and provides a SIP (Session Initiation Protocol) protocol interface, which is configured to accept terminal registration, voice channel allocation and control. At the same time, it also interfaces with the core network switching device (MSQ10) through the SIP protocol to implement access and outgoing traffic.
  • SIP Session Initiation Protocol
  • OAM configured for synchronous distribution processing of real-time data such as routing and skills, and related data is valid in real time after synchronization; externally based on TCP/IP (Transmission Control Protocol/Internet) Protocol, Transmission Control Protocol/Internet Protocol, private WIN T TCP interface, the relevant data is valid in real time after synchronization.
  • TCP/IP Transmission Control Protocol/Internet Protocol
  • Transmission Control Protocol/Internet Protocol private WIN T TCP interface
  • a database stores call center system data; stores routing policy information, agent information, operational flow data, and recorded data to provide operational data support for the call center system.
  • Agent providing terminal equipment for manual service, adding self-switching service number mechanism and system login service number selection mechanism; the device has incoming call and recording functions, which can be combined with ordinary PC (personal computer) or laptop, also It is manufactured as a separate device; it is connected to the ACD through the SIP interface, accepts the ACD's voice channel allocation and call control; it interfaces with the CTI through the TSAPI interface, and accepts CTI state control and routing control.
  • PC personal computer
  • the agent's service number is automatically switched to the PSTN number or PLMN number by the VOIP number, including the following steps:
  • Step A The Agent sends a Set busy message to the CTI, and the agent is in the busy non-serving state;
  • Step B The Agent selects the target PSTN/PLMN service number to be switched, and sends an update message (update) or a registration message (Register) to the CTI through the TSAPI protocol to update the agent service number.
  • the agent self-switching service number function belongs to the agent permission definition, and the agent needs to be re-requested. The login takes effect. Whether to support the agent self-switching function for a specific agent (an agent with a self-switching service number function). If supported, the agent can select the service number from the list of agent service numbers; if not, the service desk number must be specified by VCM.
  • Step C CTI sends a VOIP service call exit message (logout) to the ACD through the CSTA protocol;
  • Step D The agent sends a logout message (Unregister) to the ACD through the SIP protocol, and cancels the original VOIP service number;
  • Step E The ACD sends an acknowledgement message (ACK) to the agent;
  • Step F The ACD sends an acknowledgement message (ACK) to the CTI;
  • Step G The agent completes the service number switch from the VOIP number to the PSTN/PLMN number.
  • the agent service number is the mobile phone number
  • the agent can still serve in the off-state state, so that the service time of the attendant can be improved, and the agent can be improved as much as possible in the case of insufficient attendant. Service capacity.
  • the agent service number is automatically switched to the VOIP number by the PSTN/PLMN number, including the following steps:
  • Step A The Agent sends a Set busy message to the CTI to be busy; the agent is busy and not in the service state;
  • Step B The Agent selects the target VOIP service number, sends an update message (Register) to the CTI through the TSAPI protocol, and updates the agent service number;
  • Register an update message
  • Step C CTI sends a VOIP service telephone login message (login) to the ACD through the CSTA protocol;
  • Step D The agent sends a registration message (Register) to the ACD registration through the SIP protocol;
  • Step E The ACD sends an acknowledgement message (ACK) to the agent;
  • Step F The ACD sends an acknowledgement message (ACK) to the CTI;
  • ACK acknowledgement message
  • Step G The agent completes the service number switch from the PSTN/PLMN number to the VOIP number.
  • the agent has the function of switching the service number by itself.
  • the login number type can be selected, that is, the service number can be selected as the VOIP number, PSTN number or PLMN number.
  • the agent If the agent does not have the function of switching the service number, the agent automatically selects the service number after login.
  • the service station number must be specified by VCM, that is, the service number after the handover is specified.
  • VCM also has a data synchronization function, specifically:
  • the VCM sends a synchronization request message Request to the OAM through the webservice interface or the TSAPI interface; After receiving the Request message, the OAM obtains synchronization information such as the agent target service station number from the DB and sends it to the CTI and ACD local real-time data files. After the synchronization is successful, OAM returns an ACK message to VCM.
  • This mechanism utilizes the existing OAM synchronization mechanism of the call center system. After the synchronization is updated, the new service number will be enabled in the next call.
  • the above update operation can be used to update the agent service number list of all agents in a unified manner. For example, after the administrator uniformly configures the agent service number list of all agents, the unified update operation does not require individual agents to synchronize separately.
  • VCM also has an unsynchronized data reminder function, specifically:
  • VCM When the agent logs in or logs out of the VCM system, VCM will verify the database data synchronization table and obtain the VCM module identification unsynchronized data, reminding the user that there is still unsynchronized data. Users can choose to sync now, or check and revise data to synchronize.
  • FIG. 2 in conjunction with the service structure diagram of the embodiment of the present invention, an application scenario of a call center agent service telephone seamless handover system is illustrated.
  • Step 201 When the call center system works normally, the core network access device (MSQ 10) directs the user call access route to the ACD, and each component module of the system completes the call center service process to provide services for the client;
  • MSQ 10 core network access device
  • Step 202 When the system has a traffic failure or needs to be disconnected, the administrator can perform the agent session switching through the VCM; the attendant with the self-switching voice permission can complete the ACD through the agent interface voice switching function. /CTI channel switching request;
  • Step 203 after completing the agent session switching, the user calls to access the ACD through the MSQ10; the ACD sends a request to the CTI to obtain the agent information; the CTI returns the agent information and locks the agent status; Step 204, the ACD obtains the agent PSTN/PLMN number, passes the MSQ10 After calling this number, the MSG10 notifies the ACD after receiving the end office response message;
  • Step 205 the ACD notifies the user to complete the media channel switching, and the agent PSTN/PLMN phone is connected to the user's phone;
  • step 206 the agent provides a service.
  • Step 301 The user dials a service access code, and the call is sent to the platform through the core network device.
  • Step 303 the ACD determines the type of the agent number, if it is a VOIP phone, proceeds to step 304; if it is a PSTN/PLMN phone, proceeds to step 305;
  • Step 304 the ACD calls the ACD access code + VOIP number, proceeds to step 306;
  • Step 305 the ACD calls the PSTN/PLMN phone, and proceeds to step 306;
  • Step 306 determining whether the call is successful, if yes, proceeding to step 307; if not, proceeding to step 308;
  • Step 307 after the connection is successful, the ACD control completes the media switching, and realizes the call between the agent and the user; and proceeds to step 309;
  • Step 308 when the call fails, the ACD determines, according to the system configuration, whether the access failure guidance voice needs to be played to the client; go to step 309;
  • Step 309 The user hangs up or the system automatically hangs up, and the process ends.
  • the embodiment of the present invention introduces a real-time voice channel switching management station module, which realizes a seamless and smooth switching mode to realize the switching of the agent service telephone when the system is emergency and the temporary temporary absence of the agent;
  • the voice channel disaster tolerance requirements of the agent service and the continuity of the agent service meet the requirements of the customer for the construction and maintenance of the system with low input cost and easy operation.

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  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
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Abstract

本发明公开了一种呼叫中心座席服务电话切换系统及方法，VCM配置为修改数据库，在座席服务号码列表中增加用于切换的服务号码；座席选择切换后的服务号码为PSTN号码或PLMN号码，发送更新消息到CTI，更新座席的服务号码；CTI发送切换前的服务号码VOIP号码的退出消息至ACD；座席发送注销消息至ACD，注销所述VOIP号码；ACD给座席和CTI分别发送确认消息，完成服务号码的切换。本发明系统及方法解决了座席临时离席情况下，实现无缝、平滑的切换方式，实现座席服务电话的切换；实现座席服务的语音通道容灾要求和座席服务持续性，满足客户对系统投入成本低、易操作的建设和维护要求。

Description

一种呼叫中心座席服务电话切换系统及方法 技术领域
本发明涉及通讯领域， 特别是涉及一种呼叫中心座席服务电话切换系 统及方法。 背景技术
呼叫中心系统主要面向企业客户提供咨询、 帮助、 投诉等相关业务， 已成为企业与客户之间主要的沟通手段。 作为企业面对客户的主要服务窗 口以及销售窗口， 呼叫中心系统必须能够及时、 高效地为客户提供服务、 解决问题。 这就要求呼叫中心系统必须具备较好的健壮性和灵活性， 能够 应付各类突发事件， 在减少甚至规避对客户的影响同时， 增强系统应用的 灵活性。
目前呼叫中心系统常见的座席话路应急方案存在一定弊端， 基本采用 容灾座席、 一呼多振的座席系统等方式实现， 在座席量不足情况下， 无法 实现容灾座席； 或者呼叫中心不具备一呼同振条件的情况下， 难以利用上 述方案， 实现座席服务的持续性。 同时， 也无法满足话务员离席情况下继 续服务的需求。 企业方面迫切需要提供一个实现简单、 易操作、 投入成本 相对较低的切换方案， 通过该方案快速实现座席服务电话的无缝切换。 发明内容
本发明实施例要解决的技术问题是提供一种呼叫中心座席服务电话切 换系统及方法， 用以解决现有技术中话务员离席情况下无法继续服务的问 题。
为解决上述技术问题， 本发明实施例的技术方案是这样实现的： 一种呼叫中心座席服务电话切换系统， 包括： 座席实时话路切换管理 台模块 VCM、 计算机电信集成模块 CTI、 自动呼叫分配模块 ACD和座席； 其中，
VCM配置为修改数据库， 在座席服务号码列表中增加用于切换的服务 号码， 所述服务号码包括网络电话 VOIP号码、公共交换电话网络 PSTN号 码和公共陆地移动网络 PLMN号码；
座席选择切换后的服务号码为 PSTN号码或 PLMN号码， 发送更新消 息到 CTI， 更新座席的服务号码；
CTI发送切换前的服务号码 VOIP号码的退出消息至 ACD;
座席发送注销消息至 ACD， 注销所述 VOIP号码；
ACD给座席和 CTI分别发送确认消息， 完成服务号码由 VOIP号码至 PSTN号码或 PLMN号码的切换。
其中，座席选择切换后的服务号码为 VOIP号码，发送更新消息到 CTI， 更新座席的服务号码；
CTI发送 VOIP号码登陆消息给 ACD;
座席发送注册消息至 ACD， 注册所述 VOIP号码；
ACD给座席和 CTI分别发送确认消息， 完成服务号码由 PSTN号码或 PLMN号码至 VOIP号码的切换。
其中， 当座席具有服务号码自行切换功能时， 座席自行从座席服务号 码列表中选择服务号码； 当座席不具有服务号码自行切换功能时， 由 VCM 指定服务号码。
其中， VCM修改数据库之后， VCM发送同步请求消息给操作管理维 护模块 OAM;
OAM收到所述同步请求消息之后， 从数据库中获取同步信息， 并发送 到 CTI和 ACD的实时数据文件中； 完成同步更新。 其中， 用户在登陆或退出 VCM时， VCM获取未同步数据， 并提醒用 户进行同步； 然后根据用户选择进行立即同步或检查、 修订数据后同步。
一种呼叫中心座席服务电话切换方法， 包括： 座席实时话路切换管理台模块 VCM修改数据库，在座席服务号码列表 中增加用于切换的服务号码， 所述服务号码包括网络电话 VOIP号码、公共 交换电话网络 PSTN号码和公共陆地移动网络 PLMN号码；
座席选择切换后的服务号码为 PSTN号码或 PLMN号码， 发送更新消 息到计算机电信集成模块 CTI， 更新座席的服务号码；
CTI发送切换前的服务号码 VOIP号码的退出消息至自动呼叫分配模块 ACD;
座席发送注销消息至 ACD， 注销所述 VOIP号码；
ACD给座席和 CTI分别发送确认消息， 完成服务号码由 VOIP号码至 PSTN号码或 PLMN号码的切换。
其中， 在完成服务号码由 VOIP号码至 PSTN号码或 PLMN号码的切 换之后， 还包括：
座席选择切换后的服务号码为 VOIP号码，发送更新消息到 CTI， 更新 座席的服务号码；
CTI发送 VOIP号码登陆消息给 ACD;
座席发送注册消息至 ACD， 注册所述 VOIP号码；
ACD给座席和 CTI分别发送确认消息， 完成服务号码由 PSTN号码或 PLMN号码至 VOIP号码的切换。
其中， 当座席具有服务号码自行切换功能时， 座席自行从座席服务号 码列表中选择服务号码； 当座席不具有服务号码自行切换功能时， 由 VCM 指定服务号码。
其中， VCM修改数据库之后， 还包括： VCM发送同步请求消息给操作管理维护模块 OAM;
OAM收到所述同步请求消息之后， 从数据库中获取同步信息， 并发送 到 CTI和 ACD的实时数据文件中； 完成同步更新。
其中， 用户在登陆或退出 VCM时， VCM获取未同步数据， 并提醒用 户进行同步； 然后根据用户选择进行立即同步或检查、 修订数据后同步。
本发明实施例有益效果如下：
本发明实施例系统及方法解决了座席临时离席情况下， 实现无缝、 平 滑的切换方式， 实现座席服务电话的切换； 实现座席服务的语音通道容灾 要求和座席服务持续性， 满足客户对系统投入成本低、 易操作的建设和维 护要求。 附图说明
图 1 是本发明实施例中一种呼叫中心座席服务电话切换系统的结构示 意图；
图 2 是本发明实施例中呼叫中心座席服务电话切换系统的服务结构示 意图；
图 3 是本发明实施例中呼叫中心座席服务电话切换系统的服务电话切 换流程图。 具体实施方式
以下结合附图以及实施例， 对本发明进行进一步详细说明。 应当理解， 此处所描述的具体实施例仅仅用以解释本发明， 并不限定本发明。
本发明实施例通过座席实时话路切换管理台模块 (VCM, Voice channel switching management units)与数据库、 OAM ( Operation Administrator Maintains, 操作管理维护）模块进行交互， 修改数据库中座席对应服务电 话信息， 并实时同步到 CTI ( Computer Telecommunication Integration, 计算 机电信集成）模块， 通过 CTI及 ACD ( Automatic Call Distributor, 自动呼 叫分配）模块控制， 实现座席服务电话的切换功能。
如图 1 所示， 本发明实施例涉及呼叫中心座席服务电话切换系统， 包 括：
VCM, 连接呼叫中心数据库， 配置为查询、 修改数据库， 发送同步数 据给 OAM、 CTI, 实现实时管理座席服务电话功能； 该设备属于客户端设 备，支持通过 webservice, TSAPI( Telephony Service Application Programming Interface )及私有接口实现与呼叫中心 0 AM、 CTI等系统交互； VCM采用 BDE ( Borland Database Engine, 宝兰数据引擎）或 ODBC ( Open Database Connectivity, 开放数据库互连）数据源接口， 可以查询、 修改或增加特定 座席服务台号； 即： 在座席服务号码列表中增加用于切换的服务号码， 月良 务号码包括 VOIP ( Voice over Internet Protocol, 网络电话）号码、 公共交换 电话网络 PSTN( Public Switched Telephone Network， 公共交换电话网络)号 码和公共陆地移动网络 PLMN ( Public Land Mobile Network, 公共陆地移动 网络）号码。
CTI, 配置为控制呼叫中心系统路由处理及座席状态； 该设备对外提供 CSTA ( Crystal Structure Theory and Applications, 计算机支持的电信应用） 协议接口和 TS API协议接口， 配置为控制呼叫中心系统路由处理及座席状 态。
ACD , 配置为系统呼叫中心系统呼叫控制； 该设备基于智能网系统开 发， 对外提供 SIP ( Session Initiation Protocol )协议接口， 配置为接受终端 的注册、 进行话路分配与控制。 同时， 还通过 SIP协议同核心网交换设备 ( MSQ10 )进行对接， 实现接入和呼出话务。
OAM, 配置为路由、 技能等实时数据的同步分发处理， 同步后相关数 据实时生效； 对外通过基于 TCP/IP ( Transmission Control Protocol/Internet Protocol, 传输控制协议 /因特网互联协议）的私有 WIN T TCP接口， 同步 后相关数据实时生效。
数据库（DB， Database ),存储呼叫中心系统数据； 存储路由策略信息、 座席信息、 操作流水数据及录音数据等， 为呼叫中心系统提供运行数据支 撑。
座席 （Agent), 提供人工服务的终端设备， 增加自行切换服务号码机制 与系统登录服务号码选择机制； 该设备具有来话接听和录音功能， 可以结 合普通 PC (个人电脑）或者笔记本电脑使用， 也制造为单独设备使用； 与 ACD通过 SIP接口进行对接， 接受 ACD的话路分配和呼叫控制； 与 CTI 通过 TSAPI接口进行对接， 接受 CTI的状态控制和路由控制。
座席的服务号码由 VOIP号码自行切换到 PSTN号码或 PLMN号码， 包括如下步骤：
步骤 A. Agent发送 Set busy (置忙） 消息到 CTI， 座席处于置忙非服 务状态；
步骤 B. Agent选择切换目标 PSTN/PLMN服务号码，通过 TSAPI协议 发送更新消息（ update )或注册消息（ Register )到 CTI， 更新座席服务号码； 座席自行切换服务号码功能属于座席权限定义， 需要座席重新登录生效。 针对特定座席 （具有自行切换服务号码功能的座席）设置是否支持座席自 行切换功能。 若支持， 则座席可以自行从座席服务号码列表中选择服务号 码； 若不支持， 则需要通过 VCM指定服务台号。
步骤 C. CTI通过 CSTA协议， 发送 VOIP服务电话退出消息（logout ) 至 ACD;
步骤 D. 座席通过 SIP协议， 发送注销消息（Unregister )到 ACD， 注 销原 VOIP服务号码；
步骤 E. ACD发送确认消息 （ ACK )到座席； 步骤 F. ACD发送确认消息 （ ACK ) 息到 CTI;
步骤 G. 座席完成服务号码由 VOIP号码至 PSTN/PLMN号码的切换。 当座席的服务号码切换为 PLMN号码后， 即座席服务号码为手机号， 则座席在离席状态下仍然可以服务， 这样， 就可以提高话务员的服务时间， 在话务员不足情况下尽可能的提高座席的服务能力。
座席 服务号码由 PSTN/PLMN号码自行切换到 VOIP号码， 包括如下 步骤：
步骤 A. Agent发送 Set busy (置忙） 消息到 CTI置忙； 座席处于置忙 非服务状态；
步骤 B. Agent选择切换目标 VOIP服务号码， 通过 TSAPI协议发送更 新消息 ( Register )到 CTI， 更新座席服务号码;
步骤 C. CTI通过 CSTA协议， 发送 VOIP服务电话登陆消息 （login ) 至 ACD;
步骤 D. 座席通过 SIP协议， 发送注册消息 （Register )到 ACD注册； 步骤 E. ACD发送确认消息 （ ACK )到座席；
步骤 F. ACD发送确认消息 （ ACK )到 CTI;
步骤 G. 座席完成服务号码由 PSTN/PLMN号码至 VOIP号码的切换。 座席具备自行切换服务号码功能， 座席登录时， 可选择登录号码类型， 即可以选择服务号码为 VOIP号码、 PSTN号码或 PLMN号码； 不具备切换 服务号码功能的座席，座席登录后自动选择服务号码为 VOIP号码，需要进 行服务号码切换时， 需要通过 VCM指定服务台号， 即指定切换后的服务号 码。
另外， VCM还具有数据同步功能， 具体为：
VCM通过 webservice接口或 TSAPI接口发送同步请求消息 Request到 OAM; OAM收到 Request消息后， 从 DB中获取座席目标服务台号等同步信 息， 发送到 CTI及 ACD本地实时数据文件。 同步成功后， OAM返回 ACK 消息到 VCM。 该机制利用呼叫中心系统现有 OAM同步机制处理。 同步更 新后， 下一呼叫中将启用新的服务号码。
上述更新操作，可用于 VCM对所有座席的座席服务号码列表统一进行 更新， 例如， 管理员对所有座席的座席服务号码列表进行统一配置之后， 通过统一更新操作， 不必各个座席再单独进行同步。
另外， VCM还具有未同步数据提醒功能， 具体为：
座席登录或退出 VCM系统， VCM将校验数据库数据同步表，获取 VCM 模块标识未同步数据， 提醒用户尚有未同步数据。 用户可以选择立即同步， 或者检查并修订数据后同步。
如图 2所示， 结合本发明实施例的服务结构图， 说明一下呼叫中心座 席服务电话无缝切换系统的应用场景。
步骤 201，当呼叫中心系统正常工作的时候，核心网接入设备（ MSQ 10 ) 将用户呼叫接入路由指向 ACD， 系统各组成模块完成呼叫中心业务流程， 为客户提供服务；
步骤 202， 当系统出现话务故障或者需要进行离席接话时， 管理员可以 通过 VCM进行座席话路切换； 具备自行切换话路权限的话务员， 可以通过 座席界面话路切换功能， 完成向 ACD/CTI的话路切换请求；
步骤 203， 完成座席话路切换后， 用户呼叫通过 MSQ10接入 ACD; ACD发送请求到 CTI， 获取座席信息； CTI返回座席信息并锁定座席状态； 步骤 204， ACD获取座席 PSTN/PLMN号码，通过 MSQ10呼叫此号码， MSG10收到端局应答消息后， 通知 ACD;
步骤 205， ACD通知用户， 完成媒体通道切换， 座席 PSTN/PLMN电 话与用户电话接通； 步骤 206， 座席提供话务服务。
如图 3 所示， 结合本发明实施例的服务流程图， 说明一下呼叫中心座 席服务电话无缝切换系统的接入处理流程。
步骤 301， 用户拨打业务接入码， 呼叫通过核心网设备送入平台； 步骤 302， CTI 系统根据呼叫信息选择合适的座席， 将座席信息通知
ACD;
步骤 303， ACD判断座席号码类型， 如果是 VOIP电话， 进入步骤 304; 如果是 PSTN/PLMN电话， 进入步骤 305;
步骤 304， ACD呼叫 ACD接入码 +VOIP号码， 进入步骤 306;
步骤 305， ACD呼叫 PSTN/PLMN电话， 进入步骤 306;
步骤 306， 判断呼叫是否成功， 如果是， 进入步骤 307;如果否， 进入步 骤 308;
步骤 307， 接续成功后， ACD控制完成媒体切换， 实现座席与用户之 间的通话； 进入步骤 309;
步骤 308， 呼叫失败时， ACD根据系统配置判断是否需要播放接入失 败指导语音给客户； 进入步骤 309;
步骤 309. 用户挂机或系统自动挂机， 流程结束。
由上述实施例可以看出， 本发明实施例引入了座席实时话路切换管理 台模块， 达到系统应急及座席临时离席情况下， 实现无缝、 平滑的切换方 式实现座席服务电话的切换； 实现座席服务的语音通道容灾要求和座席服 务持续性， 满足客户对系统投入成本低、 易操作的建设和维护要求。
以上所述， 仅为本发明的较佳实施例而已， 并非用于限定本发明的保 护范围。

Claims

权利要求书
1、 一种呼叫中心座席服务电话切换系统， 包括： 座席实时话路切换管 理台模块 VCM、 计算机电信集成模块 CTI、 自动呼叫分配模块 ACD和座 席； 其中，
VCM配置为修改数据库， 在座席服务号码列表中增加用于切换的服务 号码， 所述服务号码包括网络电话 VOIP号码、公共交换电话网络 PSTN号 码和公共陆地移动网络 PLMN号码；
座席选择切换后的服务号码为 PSTN号码或 PLMN号码， 发送更新消 息到 CTI， 更新座席的服务号码；
CTI发送切换前的服务号码 VOIP号码的退出消息至 ACD;
座席发送注销消息至 ACD， 注销所述 VOIP号码；
ACD给座席和 CTI分别发送确认消息， 完成服务号码由 VOIP号码至 PSTN号码或 PLMN号码的切换。
2、 如权利要求 1所述的系统， 其中，
座席选择切换后的服务号码为 VOIP号码，发送更新消息到 CTI， 更新 座席的服务号码；
CTI发送 VOIP号码登陆消息给 ACD;
座席发送注册消息至 ACD， 注册所述 VOIP号码；
ACD给座席和 CTI分别发送确认消息， 完成服务号码由 PSTN号码或 PLMN号码至 VOIP号码的切换。
3、 如权利要求 1或 2所述的系统， 其中， 当座席具有服务号码自行切 换功能时， 座席自行从座席服务号码列表中选择服务号码； 当座席不具有 服务号码自行切换功能时， 由 VCM指定服务号码。
4、 如权利要求 1或 2所述的系统， 其中，
VCM修改数据库之后， VCM发送同步请求消息给操作管理维护模块 OAM;
OAM收到所述同步请求消息之后， 从数据库中获取同步信息， 并发送 到 CTI和 ACD的实时数据文件中； 完成同步更新。
5、 如权利要求 4所述的系统， 其中，
用户在登陆或退出 VCM时， VCM获取未同步数据， 并提醒用户进行 同步； 然后根据用户选择进行立即同步或检查、 修订数据后同步。
6、 一种呼叫中心座席服务电话切换方法， 包括：
座席实时话路切换管理台模块 VCM修改数据库，在座席服务号码列表 中增加用于切换的服务号码， 所述服务号码包括网络电话 VOIP号码、公共 交换电话网络 PSTN号码和公共陆地移动网络 PLMN号码；
座席选择切换后的服务号码为 PSTN号码或 PLMN号码， 发送更新消 息到计算机电信集成模块 CTI， 更新座席的服务号码；
CTI发送切换前的服务号码 VOIP号码的退出消息至自动呼叫分配模块 ACD;
座席发送注销消息至 ACD， 注销所述 VOIP号码；
ACD给座席和 CTI分别发送确认消息， 完成服务号码由 VOIP号码至 PSTN号码或 PLMN号码的切换。
7、 如权利要求 6所述的方法， 其中， 在完成服务号码由 VOIP号码至 PSTN号码或 PLMN号码的切换之后， 还包括：
座席选择切换后的服务号码为 VOIP号码，发送更新消息到 CTI， 更新 座席的服务号码；
CTI发送 VOIP号码登陆消息给 ACD;
座席发送注册消息至 ACD， 注册所述 VOIP号码；
ACD给座席和 CTI分别发送确认消息， 完成服务号码由 PSTN号码或 PLMN号码至 VOIP号码的切换。
8、 如权利要求 6或 7所述的方法， 其中， 当座席具有服务号码自行切 换功能时， 座席自行从座席服务号码列表中选择服务号码； 当座席不具有 服务号码自行切换功能时， 由 VCM指定服务号码。
9、 如权利要求 6或 7所述的方法， 其中， VCM修改数据库之后， 还 包括：
VCM发送同步请求消息给操作管理维护模块 OAM;
OAM收到所述同步请求消息之后， 从数据库中获取同步信息， 并发送 到 CTI和 ACD的实时数据文件中； 完成同步更新。
10、 如权利要求 9所述的方法， 其中， 用户在登陆或退出 VCM时， VCM获取未同步数据， 并提醒用户进行同步； 然后根据用户选择进行立即 同步或检查、 修订数据后同步。
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