WO2014206127A1 - 一种话务接入处理方法、装置和呼叫中心 - Google Patents

一种话务接入处理方法、装置和呼叫中心 Download PDF

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Publication number
WO2014206127A1
WO2014206127A1 PCT/CN2014/074534 CN2014074534W WO2014206127A1 WO 2014206127 A1 WO2014206127 A1 WO 2014206127A1 CN 2014074534 W CN2014074534 W CN 2014074534W WO 2014206127 A1 WO2014206127 A1 WO 2014206127A1
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Prior art keywords
call
user
log
identifier
customer representative
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PCT/CN2014/074534
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English (en)
French (fr)
Inventor
赵毅
Original Assignee
中兴通讯股份有限公司
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Publication of WO2014206127A1 publication Critical patent/WO2014206127A1/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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

Definitions

  • the present invention relates to the field of telecommunications, and in particular, to a traffic access processing method, apparatus, and call center.
  • a traffic access processing method, apparatus, and call center BACKGROUND OF THE INVENTION
  • IVR Interactive Voice Response
  • the application of intelligent network technology in the world is rapidly developing because it can conveniently provide rich value-added services for users.
  • the development of Interactive Voice Response (IVR) process can handle functions such as user traffic access, playback, receiving, faxing, message and queuing, and realize voice and video navigation functions for interacting with users.
  • IVR Interactive Voice Response
  • IVR is currently used in call centers, call center manual services, active marketing customer call processing and other business processes.
  • the customer is required to give priority to the original customer representative.
  • the existing queuing routing strategy of the existing business process when connecting the customer to the artificial agent does not fully meet the customer's needs, and the customer representative cannot provide the relevant prompt information when the incoming representative cannot answer the incoming call normally, resulting in an increase in the length of the manual service and a decrease in the length of the manual service.
  • the present invention provides a traffic access processing method, apparatus, and call center.
  • a user requests to access a call center, the user quickly contacts the original customer representative in the pre-stored call record to improve the efficiency of the call center and improve the user. Satisfaction.
  • a traffic access processing method for setting a call center having a plurality of human agents, the method comprising: receiving a call requesting access to the call center by a user When the request is received, the call record in the pre-stored call log is queried according to the incoming call identifier of the user, and the target call record of the user is determined; according to the identifier of the customer representative recorded in the target call record, the message is The service access request connects to the human agent of the customer representative corresponding to the identification.
  • the foregoing method for processing a traffic access wherein, after receiving a request for accessing the call access of the call center, the method further includes: determining whether the user is requested to access the original The request of the customer representative obtains the first judgment result; the querying the call record in the pre-stored call log according to the incoming call identifier of the user, determining the target call record of the user includes: when the first determination result indicates Upon receiving the request of the user to request to connect to the original customer representative, the call record in the pre-stored call log is queried according to the incoming call identifier of the user, and the target call record of the user is determined.
  • the foregoing method for processing the traffic access wherein querying the call record in the call log stored in advance according to the incoming call identifier of the user includes: querying the first time period stored in advance according to the incoming call identifier of the user Call records in the call log within.
  • the call log includes the first log of the call center as a calling party and the call center as a second log of the called party.
  • the foregoing method for processing a traffic access wherein the querying the call record in the call log stored in advance according to the incoming call identifier of the user, determining the target call record of the user includes: according to the user Invoking the identifier, querying the first log, obtaining, in the first log, a recent first call record that matches the incoming call identifier of the user as the target call record; when in the first log
  • the second log is queried according to the incoming call identifier of the user, and the second most recent match that matches the incoming call identifier of the user is obtained in the second log.
  • the call record is used as the target call record.
  • the traffic access processing method described above wherein the identifier of the customer representative comprises: a work number of the customer representative.
  • the manual connecting the traffic access request to a customer representative corresponding to the identifier according to the identifier of the customer representative recorded in the target call record The agent includes: detecting whether the customer representative corresponding to the work number is online, and obtaining the first test result; When the first detection result indicates that the customer representative corresponding to the work number is online, detecting whether the voice path of the artificial agent of the customer representative corresponding to the work number is idle, obtaining a second detection result; when the second detection result indicates When the voice channel of the artificial agent of the customer representative corresponding to the work number is idle, the voice channel is turned on according to the traffic access request; otherwise, the traffic access request is queued according to the work number of the customer representative.
  • the waiting information includes an incoming call identifier and an incoming call time of the user.
  • the identifier of the customer representative recorded in the target call record is The method of connecting the traffic access request to the human agent of the customer representative corresponding to the identifier further includes: determining whether the number of times the traffic access request is queued exceeds a preset threshold, and obtaining a second determination result; When the second judgment result indicates that the number of times the traffic access request is queued exceeds a preset threshold, the traffic access request is disconnected, and the user is notified that the traffic access request has been disconnected by voice.
  • the foregoing method for processing a traffic access wherein the querying the call record in the call log stored in advance according to the incoming call identifier of the user includes: querying by using a unified query interface according to the incoming call identifier of the user Call records in the pre-stored call log.
  • a traffic access processing apparatus for setting a call center having a plurality of human agents, the apparatus comprising: a target call record determining module, configured to receive a user request when receiving When the call access request is made to the call center, the call record in the pre-stored call log is queried according to the incoming call identifier of the user, and the target call record of the user is determined; the traffic access processing module is set to And connecting the traffic access request to the artificial agent of the customer representative corresponding to the identifier according to the identifier of the customer representative recorded in the target call record.
  • the foregoing traffic access processing device wherein the device further includes: The first judging module is configured to determine whether the request for the user to request to connect to the original customer representative is received, and obtain a first determination result; the target call record determining module includes: when receiving the user request to access the call center a traffic access request, and the first determination result indicates that, when receiving the request for the user to request to connect to the original customer representative, querying the call record in the pre-stored call log according to the incoming call identifier of the user, determining The user's target call record.
  • the traffic access processing device is configured to: query the call record in the call log in the first time period stored in advance according to the incoming call identifier of the user.
  • the call log includes the first log of the call center as a calling party and the call center as a second log of the called party.
  • the target call record determining module includes: a first determining submodule, configured to query the first log according to the incoming call identifier of the user, where Obtaining, in the first log, a recent first call record that matches the incoming call identifier of the user as the target call record; and a second determining submodule, configured to not exist when the first log does not exist in the first log Querying the second log according to the incoming call identifier of the user, and obtaining a recent second call record matching the incoming call identifier of the user as the target in the second log.
  • the traffic access processing device wherein the identifier of the customer representative comprises: a job number of the customer representative.
  • the traffic access processing module includes: a first detecting submodule, configured to detect whether a customer representative corresponding to the job number is online, and obtain a first detection result
  • the second detecting sub-module is configured to: when the first detecting result indicates that the customer representative corresponding to the work number is online, detecting whether the voice channel of the artificial agent corresponding to the customer representative corresponding to the work number is idle, and obtaining the second detection result
  • the traffic connection processing sub-module when the second detection result indicates that the voice channel of the artificial agent of the customer representative corresponding to the work number is idle, according to the traffic access request, the voice channel is turned on;
  • the queuing sub-module is configured to wait for the traffic access request to be queued according to the customer ID of the customer representative when the detection result indicates that the manual agent of the customer representative corresponding to the job number is busy, and
  • the traffic access processing device wherein the waiting information includes an incoming call identifier and an incoming call time of the user.
  • the traffic access processing module further includes: a second determining sub-module, configured to determine whether the number of times the traffic access request is queued exceeds a preset threshold Obtaining a second determination result; the traffic disconnection processing sub-module is configured to disconnect the traffic access request when the second determination result indicates that the number of times the traffic access request is queued exceeds a preset threshold, And the user is notified by voice that the traffic access request has been disconnected.
  • the traffic access processing device is configured to: query, according to the incoming call identifier of the user, the call record in the pre-stored call log by using the unified query interface.
  • a call center is provided, which is provided with a plurality of manual seats, including the above-described traffic access processing device.
  • the embodiment of the present invention has at least one of the following beneficial effects: In the embodiment of the present invention, when the user requests to access the call center, the original customer representative in the pre-stored call record is quickly contacted, the call center operation efficiency is improved, and the user satisfaction is improved.
  • the user when the user accesses the manual agent where the original customer representative to be contacted is busy, the user may display the waiting information of the user, so that the customer representative can answer or call back in time.
  • the customer can effectively improve the system connection rate and improve the customer satisfaction.
  • the embodiment of the invention provides a unified query interface for the traditional IVR service, and realizes the allocation and control of the differentiated route queuing strategy for different incoming users, and can be quickly Convenient porting and development for similar businesses.
  • 1 is a schematic flowchart of a traffic access processing method according to an embodiment of the present invention
  • 2 is a schematic flowchart of a traffic access processing method according to an embodiment of the present invention
  • FIG. 3 is a schematic structural diagram of a traffic access processing apparatus according to an embodiment of the present invention.
  • a schematic structural diagram of a specific embodiment of a traffic access processing device. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
  • the embodiment of the present invention provides a call access processing method, which is used to set a call center with multiple artificial seats. The method is as shown in FIG.
  • Step 11 When receiving a user request to access the call
  • the call record in the pre-stored call log is queried according to the incoming call identifier of the user, and the target call record of the user is determined
  • Step 12 according to the record recorded in the target call record An identification of the customer representative, connecting the traffic access request to a human agent of the customer representative corresponding to the identification.
  • the call center when the call center receives the service access request of the user, the call center queries the call record in the pre-stored call log according to the incoming call identifier of the user, and determines the previous call with the user.
  • the identity of the customer service representative who has had the call record that is, the identity of the original customer representative, by accessing the traffic access request to the original customer representative, solves the problem that the user is not able to be handled by the same customer representative for the same problem when calling the call center.
  • the problem of low efficiency of the call center operation is improved, and the user experience is improved, and the object of the present invention is achieved.
  • the method further includes: determining whether the user requests to access the original customer representative is received, and obtaining the first determination
  • the querying the call record in the pre-stored call log according to the incoming call identifier of the user, determining the target call record of the user includes: when the first determination result indicates that the user request is received
  • the call record in the pre-stored call log is queried according to the incoming call identifier of the user, and the target call record of the user is determined.
  • the call center may play the main menu tone to query whether the user needs to connect to the original customer representative.
  • the call record according to the user's incoming call identifier is queried, and the call record in the pre-stored call log is queried to determine the target call record of the user.
  • SCE service creation environment
  • querying the call record in the pre-stored call log includes: querying according to the user's incoming call identifier A call record in the call log for the first time period stored in advance.
  • the first time period is the most recent month, and the call center only needs to query the call record in the call log in the most recent month when receiving the user's traffic access request. Querying only the call records in the call log in the first time period can improve the query rate, and can also reduce the storage capacity of the database, which is convenient for database management.
  • the call log preferably includes the call center as the first log of the calling party and the call center as the second log of the called party.
  • the first log is the outbound call data when the call center is used as the calling party, and is pre-stored by the database of the call center, including the user identifier of the outgoing call user when the call center is used as the calling party, the call type, the calling time, and the customer calling the user.
  • the identifier of the representative, etc., in the actual application, the routing algorithm can be used to extract and schedule the outgoing call data of the call center as the calling party, and match the incoming call identifier of the user, which may be:
  • the outbound call data is extracted and scheduled, and the obtained result set is used to establish an outbound call matching number pool. After receiving the user access request for accessing the call center, the caller is in the outbound call matching number pool.
  • the matching algorithm of the incoming identity obtains a target call record that matches the incoming identity of the user.
  • the method for extracting the external call data may be determined according to several dimensions such as the calling number, the call type, and the calling time when the calling center is used as the calling party, and the data scheduling task is established to periodically extract the call record data that satisfies the condition from the first log. (such as customer number, call time, etc.) to the established outbound call matching number pool, and periodically clean up the expired data in the number pool as needed.
  • the data extraction and scheduling of the user here is not limited to the outgoing call data, according to the specific application scenario.
  • the call data of the mutual transfer between the customer representatives and the multimedia contact data of the short message, the multimedia message, and the like are also included.
  • the data scheduling task schedules the call center as the call record of the calling party every 30 minutes.
  • the matching algorithm of the user's incoming call identifier is used to obtain the identifier of the customer representative of the contact user, so that the service side can use the queuing policy of the specified identifier to connect the user's traffic access request to the artificial agent where the original customer representative is located; If the matching condition is met or the original customer representative is not online, follow the normal queuing strategy to connect to other customer representatives.
  • the second log is also pre-stored by the call center database. After the user actively calls into the call center, selects the transfer service and talks with the customer representative and ends the call, the user's incoming data is recorded, including the calling number and the incoming call.
  • the database of the call center stores the first log and the second log, so as to receive the call access request of the user, query the call record in the first log and the second log, determine the target call record, or pass the pair
  • the outbound call data in the first log is extracted and scheduled.
  • the calling call matching number pool and the call record in the second log are additionally determined, and the matching algorithm of the target call record should be determined in advance in the database.
  • the algorithm may be to query the first log (or the outbound matching number pool) and the second log at the same time, and use the most recent call record in the query result of the two logs that matches the incoming call identifier of the user as the target call.
  • the algorithm may also query two logs in turn, when the target call record can be determined by the first query log, You need to query another log again, otherwise you will query another log.
  • An example is as follows. ⁇ Embodiment 2>
  • the call center receives the traffic access request sent by the user a, the first log and the second log are simultaneously queried, and if there are simultaneous call records matching the incoming call identifier of the user a in the two logs, In the first log, the call center is the record A of the calling party a, and the second log is the record B of the call center 13 days ago, and the call record B is targeted.
  • Call record Of course, it is also possible to query two logs in turn, first query the first log, and query the call center as the record A of the calling party user a 15 days ago, and the call record A can be directly used as the target call record.
  • the second log is queried, the second log is queried only when there is no call record matching the user a in the first log. If the second log is queried first, the user A calls the record B of the call center 13 days ago, and the call record B can be directly used as the target call record, and the first log is not required, only in the second log.
  • the first log is queried when there is no call record matching the user a.
  • the call center as a called party is to provide customers with a series of services and support, such as the technical support center in the IT industry, the telephone claims center in the insurance industry, etc.; and the call center as the caller to engage Marketing and telemarketing activities are the mainstay of the company's profit center. Therefore, in the embodiment of the present invention, the call center is first queried as the first log of the calling party (or the external call matching number pool), and when the target call record cannot be determined by querying the first log, the second query is performed.
  • the second log that is, the querying the call record in the call log stored in advance according to the incoming call identifier of the user, and determining the target call record of the user includes: querying the first log according to the incoming call identifier of the user Obtaining, in the first log, a recent first call record that matches the incoming call identifier of the user as a target call record; when the first call record does not exist in the first log, according to The user's incoming call identifier queries the second log, and obtains the latest second call record that matches the user's incoming call identifier in the second log as the target call record.
  • the embodiment of the present invention is implemented on the basis of the original IVR process.
  • the same IVR process can be used to switch to the normal queuing process.
  • the traffic access request is connected to the artificial agent where the idle customer representative is located.
  • the target call record is determined, the identifier of the customer representative in the target call record should be obtained.
  • the identifier of the customer representative includes: a work number of the customer representative.
  • the manual agent that connects the traffic access request to the customer representative corresponding to the identifier according to the identifier of the customer representative recorded in the target call record includes: detecting, corresponding to the job number Whether the customer representative is online, obtaining the first detection result; when the first detection result indicates that the customer representative corresponding to the work number is online, detecting whether the voice channel of the artificial agent corresponding to the customer representative corresponding to the work number is idle, obtaining the second Test results; When the second detection result indicates that the artificial agent of the customer representative corresponding to the work number is idle, the voice channel is turned on according to the traffic access request; otherwise, the traffic access request is performed according to the The job number of the customer representative is queued, and the waiting information of the user is displayed to the customer representative.
  • the original IVR process may be converted into an ordinary queuing process, and the call center will be in the office.
  • the traffic access request is connected to the artificial agent where the idle customer representative is located; when the customer representative is online, the voice of the artificial agent of the customer representative is detected to be idle, when the session is busy And waiting for the traffic access request to be queued according to the work number of the customer representative.
  • the information queued by the user is displayed to the customer representative, so that the customer representative can timely answer or call back to contact the user, thereby improving user satisfaction.
  • the waiting information includes the incoming call identifier and the incoming call time of the user, and the waiting information may be sent to the intelligent network through the BCSM event.
  • a control module may be set, when the intelligent network receives After the BCSM event, the control module is notified, and the control module forwards to the artificial agent where the customer representative is located.
  • the agent analyzes the data, and then displays the waiting information to the customer representative, so that the customer representative can answer or call back the customer's phone in time.
  • the BCSM event is composed of a Point In Call, a Detection Points, and a Transitions event.
  • the waiting information may further include other information related to the user's traffic access request and the like.
  • the waiting time is set, and the waiting time of the user traffic access request is counted as the waiting time for each preset waiting time, and the user can be queried by voice to continue waiting in line.
  • the traffic access request is queued according to the customer number of the customer representative, the same manner is adopted, that is, the traffic access request is in accordance with the customer representative.
  • the manual agent that connects the traffic access request to the customer representative corresponding to the identifier according to the identifier of the customer representative recorded in the target call record further includes: determining the traffic If the number of times the access request is queued exceeds a preset threshold, the second determination result is obtained; when the second determination result indicates that the number of times the traffic access request is queued exceeds a preset threshold, the traffic access is disconnected. Requesting, and informing the user by voice that the traffic access request has been disconnected.
  • the querying the call record in the call log stored in advance according to the incoming call identifier of the user includes: The call record in the pre-stored call log is queried through the unified query interface according to the incoming call identifier of the user.
  • the embodiment of the present invention can provide a unified query interface for the IVR process developed by the service creation environment (SCE), and query the call record in the pre-stored call log through the interface, so as to facilitate rapid porting on similar services. And development.
  • Step 1 Develop the general automatic service of the call center by using the existing SCE tool, and load the universal automatic service into the access control point of the call center.
  • Step 2 Predetermine the matching algorithm of the target call record
  • Step 3 After the traffic access request is accessed into the IVR system, enter the general automatic business process to obtain system parameters;
  • Step 4 The customer selects whether to switch to the manual service After the user selects to switch to the manual service, it is determined whether the transfer manual service node provides the original customer representative function, and if the function is provided, the target call record is determined according to the matching algorithm; Step 5, when the customer in the target call record The representative's logo corresponds to the original customer representative online.
  • the IVR system initiates a specified job number queuing according to the matched original customer representative ID to the soft queuing machine CTI, that is, the interactivity access request is queued according to the work number, otherwise it is queued according to the traditional manner; Step 6: During the transfer of the manual queuing period, the original customer representative When the session is busy, the IVR system sends the waiting information of the user to the intelligent network through the BCSM event. After receiving the event, the intelligent network notifies the control module, and the control module forwards it to the artificial agent where the customer representative is located.
  • Step 7 The agent records the user's waiting information, which is convenient for the customer representative to query and call back;
  • Step 8 The dialogue service access request is in accordance with the work After the number is successfully queued, the call access request is interrupted after the call or queue waiting time between the user and the customer representative exceeds a preset threshold.
  • the embodiment of the present invention provides a schematic flowchart of a specific embodiment of a traffic access processing method.
  • a function of quickly contacting a customer representative is required, and the menu flow has two buttons, and the button 1 is Find the original customer representative, press 2 to switch to the manual service, and load the automatic service to the SCP.
  • the access code set here is 650075; Run the script file, initialize the data in the database, establish the data scheduling task and the expired data cleaning task.
  • the Oracle database is used as the platform database and the business database, and the first log and the second log are stored in the database in advance, and The method for extracting and scheduling the outbound call data in the first log is used to establish an outbound call matching number pool.
  • the specific process of the traffic access processing method includes: Step 21: The user dials the access code 650075 to request access. Call center; Step 22: When receiving the user's traffic access request, play the main menu tone, prompt the user to find the original customer representative, press 1, and press 2 for manual service.
  • Step 23 Query the outbound call matching number pool and the second log according to the incoming call identifier of the user, and determine the target call record of the user, including: Step 23-1, querying the outbound call matching An outbound call record in the last month of the number pool to determine if there is a target call record, if If there is no matching record, go to step 23-2, otherwise go to step 23-3; Step 23-2, query the call success record in the last month in the second log, if there is a matching record, go to step 23-3, otherwise go to step 23 -4; Step 23-3, returning the most recent matching record as the target call record; Step 23-4, returning the mismatch flag; Step 24, determining whether there is a target call record, that is, matching the record, if there is a step 25, otherwise entering Step 214; Step 25, determining whether the original customer representative is online, if there is an entry step 26, otherwise proceeding to step 214; Step 26, waiting in line according to the identification of
  • Step 211 the control module displays the waiting information of the user to the customer representative;
  • Step 212 Play a queuing tone to the user, press 1 to continue queuing, and end the hang up. If the user selects 1, go to step 213; Step 213, determine whether the queuing waiting time exceeds the preset threshold, if not return to step 26, otherwise Go to step 219;
  • Step 214 the common route is queued to the manual service; Step 215, it is determined whether the normal route queue is successful, if it is to proceed to step 216, otherwise proceeds to step 217; Step 216, the user and the customer agent's manual agent are connected.
  • Step 217 play the queue prompt tone to the user, continue to queue, press 1 to end, please hang up, if the user selects 1, go to step 218;
  • Step 218, determine whether the queue waiting time exceeds the preset threshold, if not return to step 214, Otherwise, proceed to step 219;
  • Step 219 play the voice to the user: Thank you for using, goodbye.
  • the call center ends the call after ending the call with the user.
  • the data scheduling task synchronizes the data of the outbound user to the outbound matching number pool, or the user actively calls into the call center, and selects the manual service and After the customer representative calls, the call is terminated, and the data of the incoming user is synchronized to the outbound matching number pool.
  • Step 4 User a calls the automatic service IVR process. And choose to find the original customer representative;
  • Step 5 The automatic service calls the unified query interface to use the user's incoming ID to perform matching query, and if there is a matching record in the external call number pool or the second log, the customer representative information of the latest call is obtained (for The call record in the first log and the call record in the second log exist at the same time. The call record in the first log matches first, that is, the outer call number pool matches first. Otherwise, the normal queuing algorithm is used;
  • Step 6 Automatic The service determines the transfer of the manual service flow according to the information returned by the unified query interface.
  • Step 7 If the original customer representative is idle, directly connect to the original customer representative, otherwise wait in line to wait for the original customer representative to provide the service: In the case of the manual queue, when the original customer representative is busy, the IVR system sends the waiting information of the user to the intelligent network through the BCSM event. After receiving the event, the intelligent network can forward the event to the client through a control module.
  • the agent analyzes the data after receiving it, and then displays the waiting information to the customer representative, so that the customer representative can answer or call back the customer's phone in time.
  • the waiting information here includes the incoming number and the incoming time, and the specific content is displayed. It can be configured as needed.
  • Step 8 After obtaining the prompt information, the original customer representative can answer or call back the customer in time to realize the function of the customer to quickly contact the original customer representative.
  • Step 9 After the queue access request is successfully queued according to the work number And disconnecting the traffic access request after the call between the user and the customer representative or the number of queue waiting times exceeds a preset threshold. Through the above steps, the customer can quickly contact the original customer representative IVR process.
  • the main steps of the IVR process in the embodiment of the present invention are to determine the target call record, find the original customer representative, and do not pay too much attention to the SCE.
  • the development of automatic business; at the same time through the unified query interface can quickly achieve the development and modification of the IVR process, greatly improving the efficiency of business development, reducing development costs, portability is good.
  • the embodiment of the present invention further provides a traffic access processing apparatus, configured to set a call center having a plurality of artificial agents, and the device, as shown in FIG.
  • a target call record determining module configured to receive When the user requests access to the call access request of the call center, the call record in the pre-stored call log is queried according to the incoming call identifier of the user, and the target call record of the user is determined; the traffic access processing module And coupled to the target call record determining module, configured to connect the traffic access request to the artificial agent of the customer representative corresponding to the identifier according to the identifier of the customer representative recorded in the target call record.
  • the traffic access processing device further includes: a first determining module, configured to determine whether the request for the user to request to connect to the original customer representative is received, to obtain a first determination result; and the target call record determining module is configured to be Receiving a service access request that the user requests to access the call center, and the first determination result indicates that when the user requests to access the original customer representative, the query is performed according to the incoming call identifier of the user.
  • a call record in a pre-stored call log that determines the target call record for the user.
  • the target call record determining module is configured to: query, according to the incoming call identifier of the user, a call record in a call log in a pre-stored pre-stored time period.
  • the above-mentioned traffic access processing device wherein the call log includes the first log of the call center as a calling party and the call center as a second log of the called party.
  • the traffic access processing device wherein the target call record determining module includes: a first determining submodule, configured to query the first log according to the incoming call identifier of the user, in the first log Obtaining a recent first call record that matches the incoming call identifier of the user as a target call record; and a second determining submodule coupled to the first determining submodule, configured to not exist in the first log
  • the first call is recorded, querying the second log according to the incoming call identifier of the user, and obtaining, in the second log, a recent second call record that matches the incoming call identifier of the user as Target call record.
  • the traffic access processing device wherein the identifier of the customer representative comprises: a job number of the customer representative.
  • the traffic access processing device wherein the traffic access processing module includes: a first detecting submodule, configured to detect whether a customer representative corresponding to the work number is online, and obtain a first detection result;
  • the detecting sub-module is coupled to the first detecting sub-module, and configured to: when the first detecting result indicates that the customer representative corresponding to the work number is online, detecting whether the voice channel of the artificial agent corresponding to the customer representative corresponding to the work number is idle, Obtaining a second detection result;
  • the traffic connection processing sub-module is coupled to the second detection sub-module, and when the second detection result indicates that the artificial agent of the customer representative corresponding to the work number is idle, according to the traffic connection a request to open the session;
  • a queue sub-module coupled to the second detection sub-module, configured to: when the detection result indicates that the voice of the artificial agent of the customer representative corresponding to
  • the above-mentioned traffic access processing device wherein the waiting information includes an incoming call identifier and an incoming call time of the user.
  • the traffic access processing device wherein the traffic access processing module further includes: a second determining sub-module, configured to determine whether the number of times the traffic access request is queued exceeds a preset threshold, and obtains a second determination result; the traffic disconnection processing sub-module is coupled to the second determination sub-module, and is configured to: when the second determination result indicates that the number of times the traffic access request is queued exceeds a preset threshold, disconnecting the The traffic access request is sent to the user by voice to indicate that the traffic access request has been disconnected.
  • the target call record determining module is configured to: query, according to the incoming call identifier of the user, a call record in a pre-stored call log through a unified query interface.
  • a specific embodiment of a traffic access processing device is provided. As shown in FIG. 4, the network module and the database module are included.
  • the database module internally performs data scheduling according to a preset algorithm, and is determined according to several dimensions such as a calling number, a call type, and a calling time when the calling center is used as a calling party, and the data scheduling task is established from the first log.
  • Extract the call record data (such as customer number, call time, etc.) that meets the conditions to the external call matching number pool established by the service, and periodically clean up the expired data in the number pool as needed; meanwhile, the database module provides a unified query interface, and matches The outbound call data in the outbound number pool and the customer call information in the second log determine whether the customer first calls in or repeats multiple incoming calls, so as to select different processing strategies to determine the specific processing mode of the IVR queuing to manual process.
  • the matching strategy of the data scheduling and unified query interface can be quickly modified according to the application without the application, which facilitates rapid migration between different application scenarios. Each call enters the automatic service in the IVR system.
  • the automatic service needs to complete the pre-processing (for example: obtaining system parameters, etc.), and then invokes the unified query interface to query the routing strategy of the customer's queued to manual service in the database after the user chooses to switch to the manual service. For a call that matches successfully, if the original customer representative is online, the specified job number is queued immediately, and only the queue request is initiated to the customer representative to avoid preferential access to the idle customer representative in the traditional queuing mode.
  • the automatic service After the automatic service initiates the designated work number queuing, if the original customer representative cannot immediately answer the call, after the first round of queuing, the automatic service assembles the customer call reminder information (configurable), and sends the assembled message body to the control module through the BCSM event, and is controlled by The module is distributed to the agent of the original customer representative, and the agent side analyzes the relevant information and prompts the customer representative on the agent interface.
  • the embodiment of the present invention further provides a call center, which is provided with a plurality of manual seats, including the traffic access processing device according to any one of the above.

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Abstract

本发明提供了一种话务接入处理方法、装置和呼叫中心，所述方法包括：当接收到用户请求接入所述呼叫中心的话务接入请求时，根据所述用户的呼入标识查询预先存储的呼叫日志中的呼叫记录，确定所述用户的目标呼叫记录；根据所述目标呼叫记录中记录的客户代表的标识，将所述话务接入请求连接到与所述标识对应的客户代表的人工座席。本发明能够在用户请求接入呼叫中心时，快速联系预先存储的呼叫记录中的原客户代表，提高呼叫中心运行效率，提升用户满意度。

Description

一种话务接入处理方法、 装置和呼叫中心 技术领域 本发明涉及电信通讯领域， 尤其涉及一种话务接入处理方法、 装置和呼叫中心。 背景技术 智能网技术在全球范围内的应用正在迅速发展， 原因在于其能为用户方便地提供 丰富的增值业务。 其中， 开发交互式语音应答 (Interactive Voice Response, IVR)流 程能够处理用户话务接入、 放音、 收号、 传真、 留言和排队等功能， 实现与用户交互 的语音、 视频导航功能。
IVR目前较多的应用于呼叫中心， 呼叫中心人工服务、主动营销的客户 呼入处理等业务流程在将客户接入人工座席（Agent)的过程中均要求将客户 优先接入原客户代表， 以便为客户提供更便捷的服务， 减少人工服务时间， 降低系统占用率， 提高系统运行效率。 但是现有业务流程在将客户接入人工 座席时的普通排队路由策略并不能完全满足客户需求， 并且在客户代表无法 正常接听来话时无法提供相关提示信息， 造成人工服务时长的增加， 降低了 整个系统的运行效率， 并加剧了某些主动营销领域应用中客户代表间的恶性 竞争。 发明内容 本发明提供了一种话务接入处理方法、 装置和呼叫中心， 在用户请求接入呼叫中 心时， 快速联系预先存储的呼叫记录中的原客户代表， 提高呼叫中心运行效率， 提升 用户满意度。 根据本发明的一个方面， 提供了一种话务接入处理方法， 用于设置有多个人工座 席的呼叫中心， 所述方法包括： 当接收到用户请求接入所述呼叫中心的话务接入请求时， 根据所述用户的呼入标 识查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记录； 根据所述目标呼叫记录中记录的客户代表的标识， 将所述话务接入请求连接到与 所述标识对应的客户代表的人工座席。 优选地， 上述的话务接入处理方法， 其中， 当接收到用户请求接入所述呼叫中心 的话务接入请求后， 所述方法还包括： 判断是否接收到所述用户请求接通原客户代表的请求， 获得第一判断结果； 所述根据所述用户的呼入标识查询预先存储的呼叫日志中的呼叫记录， 确定所述 用户的目标呼叫记录包括： 当所述第一判断结果指示接收到所述用户请求接通原客户 代表的请求时， 根据所述用户的呼入标识， 查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记录。 优选地， 上述的话务接入处理方法， 其中， 根据所述用户的呼入标识查询预先存 储的呼叫日志中的呼叫记录包括： 根据所述用户的呼入标识查询预先存储的第一时间段内的呼叫日志中的呼叫记 录。 优选地， 上述的话务接入处理方法， 其中， 所述呼叫日志包括所述呼叫中心作为 主叫的第一日志和所述呼叫中心作为被叫的第二日志。 优选地， 上述的话务接入处理方法， 其中， 所述根据所述用户的呼入标识查询预 先存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记录包括： 根据所述用户的呼入标识， 查询所述第一日志， 在所述第一日志中获得与所述用 户的呼入标识相匹配的最近的第一呼叫记录作为所述目标呼叫记录； 当在所述第一日志中不存在所述第一呼叫记录时， 根据所述用户的呼入标识， 查 询所述第二日志， 在所述第二日志中获得与所述用户的呼入标识相匹配的最近的第二 呼叫记录作为所述目标呼叫记录。 优选地， 上述的话务接入处理方法， 其中， 所述客户代表的标识包括： 所述客户 代表的工号。 优选地， 上述的话务接入处理方法， 其中， 所述根据所述目标呼叫记录中记录的 客户代表的标识， 将所述话务接入请求连接到与所述标识对应的客户代表的人工座席 包括： 检测与所述工号对应的客户代表是否在线， 获得第一检测结果; 当第一检测结果指示与所述工号对应的客户代表在线时， 检测与所述工号对应的 客户代表的人工座席的话路是否空闲， 获得第二检测结果； 当第二检测结果指示与所述工号对应的客户代表的人工座席的话路空闲时， 根据 所述话务接入请求， 接通所述话路； 否则对所述话务接入请求按照所述客户代表的工号进行排队等候， 并向所述客户 代表显示所述用户的等候信息。 优选地， 上述的话务接入处理方法， 其中， 所述等候信息包括所述用户的呼入标 识和呼入时间。 优选地， 上述的话务接入处理方法， 其中， 对所述话务接入请求按照所述客户代 表的工号进行排队等候时， 所述根据所述目标呼叫记录中记录的客户代表的标识， 将 所述话务接入请求连接到与所述标识对应的客户代表的人工座席还包括： 判断所述话务接入请求排队等候的次数是否超过预设阈值， 获得第二判断结果； 当第二判断结果指示所述话务接入请求排队等候的次数超过预设阈值时， 断开所 述话务接入请求， 并通过语音告知所述用户所述话务接入请求已断开。 优选地， 上述的话务接入处理方法， 其中， 所述根据所述用户的呼入标识查询预 先存储的呼叫日志中的呼叫记录包括： 根据所述用户的呼入标识， 通过统一查询接口查询预先存储的呼叫日志中的呼叫 记录。 根据本发明的另一个方面， 提供了一种话务接入处理装置， 用于设置有多个人工 座席的呼叫中心， 所述装置包括： 目标呼叫记录确定模块， 设置为当接收到用户请求接入所述呼叫中心的话务接入 请求时， 根据所述用户的呼入标识查询预先存储的呼叫日志中的呼叫记录， 确定所述 用户的目标呼叫记录； 话务接入处理模块， 设置为根据所述目标呼叫记录中记录的客户代表的标识， 将 所述话务接入请求连接到与所述标识对应的客户代表的人工座席。 优选地， 上述的话务接入处理装置， 其中， 所述装置还包括: 第一判断模块， 设置为判断是否接收到所述用户请求接通原客户代表的请求， 获 得第一判断结果； 所述目标呼叫记录确定模块包括： 当接收到用户请求接入所述呼叫中心的话务接 入请求， 且所述第一判断结果指示接收到所述用户请求接通原客户代表的请求时， 根 据所述用户的呼入标识， 查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目 标呼叫记录。 优选地， 上述的话务接入处理装置， 其中， 所述目标呼叫记录确定模块设置为： 根据所述用户的呼入标识查询预先存储的第一时间段内的呼叫日志中的呼叫记 录。 优选地， 上述的话务接入处理装置， 其中， 所述呼叫日志包括所述呼叫中心作为 主叫的第一日志和所述呼叫中心作为被叫的第二日志。 优选地， 上述的话务接入处理装置， 其中， 所述目标呼叫记录确定模块包括： 第一确定子模块， 设置为根据所述用户的呼入标识， 查询所述第一日志， 在所述 第一日志中获得与所述用户的呼入标识相匹配的最近的第一呼叫记录作为所述目标呼 叫记录； 第二确定子模块， 设置为当在所述第一日志中不存在所述第一呼叫记录时， 根据 所述用户的呼入标识， 查询所述第二日志， 在所述第二日志中获得与所述用户的呼入 标识相匹配的最近的第二呼叫记录作为所述目标呼叫记录。 优选地， 上述的话务接入处理装置， 其中， 所述客户代表的标识包括： 所述客户 代表的工号。 优选地， 上述的话务接入处理装置， 其中， 所述话务接入处理模块包括： 第一检测子模块， 设置为检测与所述工号对应的客户代表是否在线， 获得第一检 测结果； 第二检测子模块，设置为当第一检测结果指示与所述工号对应的客户代表在线时， 检测与所述工号对应的客户代表的人工座席的话路是否空闲， 获得第二检测结果； 话务连通处理子模块， 当第二检测结果指示与所述工号对应的客户代表的人工座 席的话路空闲时， 根据所述话务接入请求， 接通所述话路； 排队子模块， 设置为当检测结果指示与所述工号对应的客户代表的人工座席的话 路忙时， 对所述话务接入请求按照所述客户代表的工号进行排队等候， 并向所述客户 代表显示所述用户的等候信息。 优选地， 上述的话务接入处理装置， 其中， 所述等候信息包括所述用户的呼入标 识和呼入时间。 优选地， 上述的话务接入处理装置， 其中， 所述话务接入处理模块还包括： 第二判断子模块， 设置为判断所述话务接入请求排队等候的次数是否超过预设阈 值， 获得第二判断结果； 话务断开处理子模块， 设置为当第二判断结果指示所述话务接入请求排队等候的 次数超过预设阈值时， 断开所述话务接入请求， 并通过语音告知所述用户所述话务接 入请求已断开。 优选地， 上述的话务接入处理装置， 其中， 所述目标呼叫记录确定模块设置为： 根据所述用户的呼入标识， 通过统一查询接口查询预先存储的呼叫日志中的呼叫 记录。 根据本发明的再一个方面， 提供了一种呼叫中心， 设置有多个人工座席， 包括上 述话务接入处理装置。 本发明实施例具有以下有益效果的至少一项： 本发明实施例， 在用户请求接入呼叫中心时， 快速联系预先存储的呼叫记录中的 原客户代表， 提高呼叫中心运行效率， 提升用户满意度； 在本发明实施例中，当用户接入要联系的原客户代表所在的人工座席的话路忙时， 可以向所述客户代表显示所述用户的等候信息， 以便客户代表及时接听或回拨联系客 户， 有效提高系统接通率， 提升客户满意度； 本发明实施例， 为传统的 IVR业务提供统一的查询接口， 实现对不同呼入用户的 差异化路由排队策略的分配和控制， 且能快速便捷的进行类似业务的移植和开发。 附图说明 图 1为本发明实施例提供的话务接入处理方法的流程示意图； 图 2为本发明实施例提供的话务接入处理方法具体实施例的流程示意图； 图 3为本发明实施例提供的话务接入处理装置的结构示意图； 图 4为本发明实施例提供的话务接入处理装置具体实施例的结构示意图。 具体实施方式 为使本发明实施例要解决的技术问题、 技术方案和优点更加清楚， 下面将结合附 图及具体实施例进行详细描述。 本发明实施例提供了一种话务接入处理方法， 用于设置有多个人工座席的呼叫中 心， 所述方法如图 1所示， 包括： 步骤 11， 当接收到用户请求接入所述呼叫中心的话务接入请求时， 根据所述用户 的呼入标识查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记录； 步骤 12， 根据所述目标呼叫记录中记录的客户代表的标识， 将所述话务接入请求 连接到与所述标识对应的客户代表的人工座席。 在本发明实施例提供的方法中， 当呼叫中心接收到用户的所述话务接入请求时， 会根据用户的呼入标识查询预先存储的呼叫日志中的呼叫记录， 确定之前与所述用户 有过通话记录的客服代表的标识， 即原客户代表的标识， 通过将所述话务接入请求接 入到原客户代表，解决了用户呼入呼叫中心时针对同一问题难以由相同客户代表处理， 导致的呼叫中心运行效率低的问题， 提升了用户体验， 实现了本发明的目的。 其中， 优选地， 当接收到用户请求接入所述呼叫中心的话务接入请求后， 所述方 法还包括： 判断是否接收到所述用户请求接通原客户代表的请求， 获得第一判断结果； 所述根据所述用户的呼入标识查询预先存储的呼叫日志中的呼叫记录， 确定所述 用户的目标呼叫记录包括： 当所述第一判断结果指示接收到所述用户请求接通原客户 代表的请求时， 根据所述用户的呼入标识， 查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记录。 为了进一步提升用户体验， 当呼叫中心接收到用户发送的所述话务接入请求时， 可以通过 IVR流程中的放音，即播放主菜单音询问所述用户是否需要接通原客户代表， 当用户选择请求接通原客户代表时， 才执行所述根据所述用户的呼入标识， 查询预先 存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记录。 应当注意地是， 本发明实施例是在传统的业务生成环境 （Service Create Environment, SCE) 开发的 IVR流程的基础上进行实现的， 传统的 SCE业务负责用 户接入和处理各类交换事件、 呼叫中心作为主叫外呼其他用户、 排队转人工等与交换 有关的工作， 当用户不选择接通原客户代表时， 可以按照现有的 IVR流程， 转为普通 排队过程， 呼叫中心会在所述用户排队成功后， 将所述话务接入请求连接到空闲的客 户代表所在的人工座席。 在查询预先存储的呼叫日志中的呼叫记录时， 为了提高查询速率， 优选地， 根据 所述用户的呼入标识查询预先存储的呼叫日志中的呼叫记录包括： 根据所述用户的呼入标识查询预先存储的第一时间段内的呼叫日志中的呼叫记 录。 举例说明如下。
<实施例 1> 第一时间段为最近的一个月， 呼叫中心只需要在接收到用户的话务接入请求时， 查询最近一个月内的呼叫日志中的呼叫记录即可。 只查询第一时间段内的呼叫日志中的呼叫记录， 可以提高查询速率， 同时还可以 减少数据库的存储量， 便于数据库管理。 在本发明实施例中， 所述呼叫日志优选地， 包括所述呼叫中心作为主叫的第一日 志和所述呼叫中心作为被叫的第二日志。 所述第一日志是呼叫中心作为主叫时的外呼数据，由呼叫中心的数据库预先存储， 包括呼叫中心作为主叫时外呼用户的用户标识、 呼叫类型、 呼叫时间和呼叫该用户的 客户代表的标识等， 在实际应用中， 可以通过路由算法对呼叫中心作为主叫时的外呼 数据进行提取和调度、 以及对用户的呼入标识进行匹配， 具体可以为： 通过对第一日志中的外呼数据进行提取和调度， 将获得的结果集建立外呼匹配号 码池， 当接收到用户请求接入所述呼叫中心的话务接入请求后，在外呼匹配号码池中， 通过用户呼入标识的匹配算法获得与所述用户的呼入标识匹配的目标呼叫记录。 外呼数据的提取方法可以根据呼叫中心作为主叫呼叫用户时的主叫号码、 呼叫类 型以及呼叫时间等几个维度来确定， 建立数据调度任务定时从第一日志中提取满足条 件的呼叫记录数据 （如客户号码、 呼叫时间等） 至建立的外呼匹配号码池中， 并根据 需要定期清理号码池中的过期数据，这里的用户的数据提取及调度不仅限于外呼数据， 根据具体的应用场景还可以包括客户代表间相互转接的呼叫数据以及短信、 彩信等多 媒体接触数据， 在本发明实施例中， 优选地， 数据调度任务每 30分钟调度一次呼叫中 心作为主叫的呼叫记录。 而用户呼入标识的匹配算法用于获取联系用户的客户代表的标识， 便于业务侧采 用指定标识排队的排队策略将用户的话务接入请求连接到原客户代表所在的人工座 席； 对于客户不满足匹配条件或者原客户代表不在线的情况， 按照普通排队策略接续 到其他客户代表。 第二日志同样由呼叫中心的数据库预先存储， 在用户主动呼入呼叫中心， 选择转 人工服务并与客户代表通话并结束呼叫后， 记录所述用户的呼入数据，包括主叫号码、 呼入时间和为所述用户提供服务的客户代表的标识等。 呼叫中心的数据库存储上述的第一日志和第二日志， 以便接收到用户的话务接入 请求时， 查询所述第一日志和第二日志中的呼叫记录， 确定目标呼叫记录， 或者通过 对第一日志中的外呼数据进行提取和调度， 建立了外呼匹配号码池后， 查询外呼匹配 号码池以及第二日志中的呼叫记录 另外在数据库中还应预先确定目标呼叫记录的匹配算法， 该算法可以是同时查询 所述第一日志 （或者外呼匹配号码池） 和第二日志， 将两个日志的查询结果中与所述 用户的呼入标识匹配的最近的呼叫记录作为目标呼叫记录， 其中， 呼入标识是用户的 终端识别号等能够唯一标识所述用户身份的标识；该算法也可以是依次查询两个日志， 当通过首先查询的日志已经能够确定目标呼叫记录时， 不需要再查询另一个日志， 否 则才查询另一个日志。 举例说明如下。 <实施例 2> 当呼叫中心接收到用户 a发送的话务接入请求时，同时查询第一日志和第二日志， 如果两个日志中同时存在与用户 a的呼入标识匹配的呼叫记录，第一日志中的为 15天 前所述呼叫中心作为主叫呼叫用户 a的记录 A，而第二日志中的为 13天前用户 a呼叫 该呼叫中心的记录 B， 则将呼叫记录 B作为目标呼叫记录。 当然， 也可以依次查询两个日志， 先查询第一日志， 查询到 15天前所述呼叫中心 作为主叫呼叫用户 a的记录 A， 此时可以直接将呼叫记录 A作为目标呼叫记录， 不需 要在查询第二日志， 只有在第一日志中不存在与用户 a匹配的呼叫记录时， 才查询第 二日志。 如果是先查询第二日志， 查询到 13天前用户 a呼叫该呼叫中心的记录 B， 此时可 以直接将呼叫记录 B作为目标呼叫记录， 不需要在查询第一日志， 只有在第二日志中 不存在与用户 a匹配的呼叫记录时， 才查询第一日志。 一般情况下， 呼叫中心作为被叫的目的是为顾客提供一系列的服务与支持， 例如 在 IT行业中的技术支持中心， 保险行业中的电话理赔中心等； 而呼叫中心作为主叫， 以从事市场营销和电话销售活动为主， 是企业的利润中心。 因此， 在本发明实施例中 优选地， 首先查询所述呼叫中心作为主叫的第一日志（或者外呼匹配号码池）， 当通过 查询第一日志不能够确定目标呼叫记录时， 再查询第二日志， 即所述根据所述用户的 呼入标识查询预先存储的呼叫日志中的呼叫记录，确定所述用户的目标呼叫记录包括： 根据所述用户的呼入标识， 查询所述第一日志， 在所述第一日志中获得与所述用 户的呼入标识相匹配的最近的第一呼叫记录作为目标呼叫记录； 当在所述第一日志中不存在所述第一呼叫记录时， 根据所述用户的呼入标识， 查 询所述第二日志， 在所述第二日志中获得与所述用户的呼入标识相匹配的最近的第二 呼叫记录作为目标呼叫记录。 由于本发明实施例是在原有的 IVR流程的基础上进行实现的， 当第二日志中不存 在与所述第二呼叫记录时， 同样可以按照原有的 IVR流程转为普通排队过程， 呼叫中 心会在所述用户排队成功后， 将所述话务接入请求连接到空闲的客户代表所在的人工 座席。 当确定了目标呼叫记录后， 应获取目标呼叫记录中的客户代表的标识， 在本发明 实施例中， 优选地， 所述客户代表的标识包括： 所述客户代表的工号。 对应地， 所述根据所述目标呼叫记录中记录的客户代表的标识， 将所述话务接入 请求连接到与所述标识对应的客户代表的人工座席包括： 检测与所述工号对应的客户代表是否在线， 获得第一检测结果； 当第一检测结果指示与所述工号对应的客户代表在线时， 检测与所述工号对应的 客户代表的人工座席的话路是否空闲， 获得第二检测结果； 当第二检测结果指示与所述工号对应的客户代表的人工座席的话路空闲时， 根据 所述话务接入请求， 接通所述话路； 否则对所述话务接入请求按照所述客户代表的工号进行排队等候， 并向所述客户 代表显示所述用户的等候信息。 在本发明实施例中， 当确定了原客户代表的工号后， 检测该客户代表是否在线， 如果该客户代表未在线同样可以按照原有的 IVR流程转为普通排队过程， 呼叫中心会 在所述用户排队成功后，将所述话务接入请求连接到空闲的客户代表所在的人工座席； 当客户代表在线时， 检测该客户代表的人工座席的话路是否空闲， 在所述话路忙时， 要对所述话务接入请求按照所述客户代表的工号进行排队等候。 在本发明实施例中， 优选地， 将用户排队等候的信息显示给客户代表， 便于客户 代表及时接听或回拨联系所述用户， 提升用户满意度。 其中， 所述等候信息包括所述 用户的呼入标识和呼入时间， 等候信息可以通过 BCSM事件发送到智能网， 为了向客 户代表发送客户来电提示， 可以设置一控制模块， 当智能网收到该 BCSM事件后通知 该控制模块， 由该控制模块转发到该客户代表所在的人工座席， 座席收到后对数据解 析， 然后向客户代表显示等候信息， 便于客户代表及时接听或回拨客户电话。 其中， 所述 BCSM事件由呼叫控制点 （Points In Call)、 检测点 （Detection Points ) 转移态 ( Transitions ) 事件 （Events) 组成。 当然， 所述等候信息还可以包括其他与所述用 户的话务接入请求相关的信息等。 另外， 按照现有的 IVR流程， 会设置等待时长， 用户话务接入请求的等待时间每 达到预设的等待时长计为一次等候次数，并可以通过语音询问用户是否继续排队等候， 在本发明实施例提供的方法中， 当对所述话务接入请求按照所述客户代表的工号进行 排队等候时， 也采用同样的方式， 即对所述话务接入请求按照所述客户代表的工号进 行排队等候时， 根据所述目标呼叫记录中记录的客户代表的标识， 将所述话务接入请 求连接到与所述标识对应的客户代表的人工座席还包括： 判断所述话务接入请求排队等候的次数是否超过预设阈值， 获得第二判断结果； 当第二判断结果指示所述话务接入请求排队等候的次数超过预设阈值时， 断开所 述话务接入请求， 并通过语音告知所述用户所述话务接入请求已断开。 另外， 在本发明实施例中， 优选地， 所述根据所述用户的呼入标识查询预先存储 的呼叫日志中的呼叫记录包括： 根据所述用户的呼入标识， 通过统一查询接口查询预先存储的呼叫日志中的呼叫 记录。 本发明实施例可以为传统的业务生成环境 （Service Create Environment, SCE) 开 发的 IVR流程提供统一的查询接口， 通过该接口查询预先存储的呼叫日志中的呼叫记 录， 便于在类似业务上的快速移植和开发。 下面详细介绍一下通过本发明实施例提供的方法实现 IVR系统业务流程的过程： 步骤一， 利用现有 SCE工具开发呼叫中心的通用自动业务， 并将通用自动业务加 载到呼叫中心的接入控制点 SCP上； 步骤二， 预先确定目标呼叫记录的匹配算法； 步骤三， 话务接入请求接入 IVR系统后， 进入到通用自动业务流程， 获取系统参 数； 步骤四， 客户选择是否需要转人工服务， 当用户选择转人工服务后， 判断该转人 工服务节点是否提供找原客户代表功能， 若提供该功能则根据所述的匹配算法确定目 标呼叫记录； 步骤五， 当与目标呼叫记录中的客户代表的标识对应的原客户代表在线的情况，
IVR系统按照匹配出的原客户代表标识向软排队机 CTI发起指定工号排队， 即对话务 接入请求按照工号排队， 否则按照传统方式排队； 步骤六， 对于转人工排队期间， 原客户代表话路忙的情况， IVR系统将用户的等 候信息通过 BCSM事件发给智能网， 智能网收到事件后通知控制模块， 由该控制模块 转发到该客户代表所在的人工座席， 座席收到后对数据解析， 然后向客户代表显示等 候信息， 便于客户代表及时接听或回拨客户电话； 步骤七， 座席记录用户的等候信息， 便于客户代表查询、 回拨； 步骤八， 对话务接入请求按照工号排队成功后， 接通用户与客户代表间的通话或 排队等候次数超过预设阈值后断开所述话务接入请求。 如图 2所示， 本发明实施例提供了一种话务接入处理方法具体实施例的流程示意 图， 本实施例需要实现客户快速联系原客户代表的功能， 菜单流程有两个按键， 按键 1找原客户代表， 按键 2转人工服务， 已经将自动业务加载到 SCP上， 在业务管理接 入点（Service Management Access Point, SMAP)中配置接入码， 这里设置的接入码为 650075； 运行脚本文件， 初始化数据库中的数据， 建立数据调度任务和过期数据清理 任务， 这里使用的是 Oracle数据库作为平台数据库和业务数据库， 预先在数据库中存 储了第一日志和第二日志， 并通过对第一日志中的外呼数据进行提取和调度， 将获得 的结果集建立外呼匹配号码池， 那么话务接入处理方法具体流程包括： 步骤 21， 用户拨打接入码 650075请求接入呼叫中心； 步骤 22， 接收到用户的话务接入请求时， 播放主菜单音， 提示用户找原客户代表 请按 1， 人工服务请按 2， 如果用户选择 1则进入步骤 23， 选择 2进入步骤 214; 步骤 23， 通过统一查询接口， 根据所述用户的呼入标识查询外呼匹配号码池和第 二日志， 确定所述用户的目标呼叫记录， 包括： 步骤 23-1， 查询外呼匹配号码池中最近一个月内的外呼记录， 确定是否存在目标 呼叫记录， 如果不存在匹配记录进入步骤 23-2， 否则进入步骤 23-3 ; 步骤 23-2， 查询第二日志中最近一个月内的呼叫成功记录， 如果存在匹配记录进 入步骤 23-3， 否则进入步骤 23-4; 步骤 23-3， 返回最近一条匹配记录作为目标呼叫记录； 步骤 23-4， 返回不匹配标志； 步骤 24， 判断是否存在目标呼叫记录， 即匹配记录， 如果存在进入步骤 25， 否则 进入步骤 214; 步骤 25， 判断原客户代表是否在线， 如果存在进入步骤 26， 否则进入步骤 214; 步骤 26， 按照目标呼叫记录中的客户代表的标识排队等候； 步骤 27， 判断排队是否成功， 如果是进入步骤 28， 否则进入步骤 29; 步骤 28， 接通用户与原客户代表所在的人工座席的话路； 步骤 29， 判断此次排队是否是用户首次排队， 如果是进入步骤 210， 否则直接进 入步骤 212; 步骤 210， 向控制模块发送等候消息， 包括所述用户的呼入标识和呼入时间； 步骤 211， 控制模块向客户代表显示所述用户的等候信息； 步骤 212， 向用户播放排队提示音， 继续排队请按 1， 结束请挂机， 如果用户选择 1， 则进入步骤 213 ; 步骤 213， 判断排队等候次数是否超过预设阈值， 如果不是返回步骤 26， 否则进 入步骤 219; 步骤 214， 普通路由排队转人工服务； 步骤 215，判断普通路由排队是否成功，如果是进入步骤 216，否则进入步骤 217; 步骤 216， 接通用户与客户代表所在的人工座席的话路； 步骤 217， 向用户播放排队提示音， 继续排队请按 1， 结束请挂机， 如果用户选择 1， 则进入步骤 218; 步骤 218， 判断排队等候次数是否超过预设阈值， 如果不是返回步骤 214， 否则进 入步骤 219; 步骤 219， 向用户播放语音： 谢谢使用， 再见。 呼叫中心作为主叫呼叫用户， 在与用户结束通话后， 结束呼叫， 同时数据调度任 务将外呼用户的数据同步到外呼匹配号码池， 或用户主动呼入呼叫中心， 选择转人工 服务并与客户代表通话后结束呼叫， 将呼入用户的数据同步到外呼匹配号码池， 这里 数据调度任务每 30分钟调度一次呼叫中心作为主叫的呼叫记录； 步骤四， 用户 a呼入自动业务 IVR流程并选择找原客户代表； 步骤五， 自动业务调用统一查询接口利用用户的呼入标识进行匹配查询， 外呼号 码池或第二日志中若存在匹配记录则获取最近一次通话的客户代表信息 （对于同时存 在第一日志中的呼叫记录和第二日志中的呼叫记录的情况， 在第一日志中的呼叫记录 匹配优先， 即外呼号码池匹配优先）， 否则采用普通排队算法； 步骤六， 自动业务根据统一查询接口返回信息确定转人工业务流程， 对于无匹配 信息的情况， 采用同传统业务相同的普通排队方式， 优先接入空闲客户代表， 否则判 断获取到的原客户代表是否在线提供服务， 若客户代表在线则向 CTI发起指定工号排 队请求， 否则按照传统方式进行排队转人工； 步骤七， 对于原客户代表空闲的情况， 直接接通原客户代表， 否则排队等待原客 户代表提供服务： 对于转人工排队期间， 原客户代表话路忙的情况， IVR系统将用户的等候信息通 过 BCSM事件发给智能网， 智能网收到事件后可以通过一控制模块， 由该控制模块转 发到该客户代表所在的人工座席， 座席收到后对数据解析， 然后向客户代表显示等候 信息， 便于客户代表及时接听或回拨客户电话， 这里的等候信息包括呼入号码和呼入 时间， 并且显示具体内容可根据需要进行配置； 步骤八， 原客户代表在获取到提示信息后， 及时接听或回拨客户， 实现客户快速 联系原客户代表的功能； 步骤九， 对话务接入请求按照工号排队成功后， 接通用户与客户代表间的通话或 排队等候次数超过预设阈值后断开所述话务接入请求。 通过以上步骤实现客户快速联系原客户代表 IVR流程，与传统的 IVR接入流程相 比， 在本发明实施例中的 IVR流程主要步骤是确定目标呼叫记录， 查找原客户代表， 并不用过于关注 SCE开发自动业务；同时通过统一查询接口可以快速实现 IVR流程的 开发和修改， 大幅提高了业务开发的效率， 降低了开发成本， 可移植性好。 本发明实施例还提供了一种话务接入处理装置， 用于设置有多个人工座席的呼叫 中心， 所述装置如图 3所示， 包括： 目标呼叫记录确定模块， 设置为当接收到用户请求接入所述呼叫中心的话务接入 请求时， 根据所述用户的呼入标识查询预先存储的呼叫日志中的呼叫记录， 确定所述 用户的目标呼叫记录； 话务接入处理模块， 耦合至目标呼叫记录确定模块， 设置为根据所述目标呼叫记 录中记录的客户代表的标识， 将所述话务接入请求连接到与所述标识对应的客户代表 的人工座席。 上述的话务接入处理装置还包括： 第一判断模块， 设置为判断是否接收到所述用户请求接通原客户代表的请求， 获 得第一判断结果； 所述目标呼叫记录确定模块设置为当接收到用户请求接入所述呼叫中心的话务接 入请求， 且所述第一判断结果指示接收到所述用户请求接通原客户代表的请求时， 根 据所述用户的呼入标识， 查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目 标呼叫记录。 上述的话务接入处理装置， 其中， 所述目标呼叫记录确定模块设置为： 根据所述用户的呼入标识查询预先存储的第一时间段内的呼叫日志中的呼叫记 录。 上述的话务接入处理装置， 其中， 所述呼叫日志包括所述呼叫中心作为主叫的第 一日志和所述呼叫中心作为被叫的第二日志。 上述的话务接入处理装置， 其中， 所述目标呼叫记录确定模块包括： 第一确定子模块， 设置为根据所述用户的呼入标识， 查询所述第一日志， 在所述 第一日志中获得与所述用户的呼入标识相匹配的最近的第一呼叫记录作为目标呼叫记 录； 第二确定子模块， 耦合至第一确定子模块， 设置为当在所述第一日志中不存在所 述第一呼叫记录时， 根据所述用户的呼入标识， 查询所述第二日志， 在所述第二日志 中获得与所述用户的呼入标识相匹配的最近的第二呼叫记录作为目标呼叫记录。 上述的话务接入处理装置， 其中， 所述客户代表的标识包括： 所述客户代表的工 号。 上述的话务接入处理装置， 其中， 所述话务接入处理模块包括： 第一检测子模块， 设置为检测与所述工号对应的客户代表是否在线， 获得第一检 测结果； 第二检测子模块， 耦合至第一检测子模块， 设置为当第一检测结果指示与所述工 号对应的客户代表在线时， 检测与所述工号对应的客户代表的人工座席的话路是否空 闲， 获得第二检测结果； 话务连通处理子模块， 耦合至第二检测子模块， 当第二检测结果指示与所述工号 对应的客户代表的人工座席的话路空闲时， 根据所述话务接入请求， 接通所述话路； 排队子模块， 耦合至第二检测子模块， 设置为当检测结果指示与所述工号对应的 客户代表的人工座席的话路忙时， 对所述话务接入请求按照所述客户代表的工号进行 排队等候， 并向所述客户代表显示所述用户的等候信息。 上述的话务接入处理装置， 其中， 所述等候信息包括所述用户的呼入标识和呼入 时间。 上述的话务接入处理装置， 其中， 所述话务接入处理模块具体还包括: 第二判断子模块， 设置为判断所述话务接入请求排队等候的次数是否超过预设阈 值， 获得第二判断结果； 话务断开处理子模块， 耦合至第二判断子模块， 设置为当第二判断结果指示所述 话务接入请求排队等候的次数超过预设阈值时， 断开所述话务接入请求， 并通过语音 告知所述用户所述话务接入请求已断开。 上述的话务接入处理装置， 其中， 所述目标呼叫记录确定模块设置为： 根据所述用户的呼入标识， 通过统一查询接口查询预先存储的呼叫日志中的呼叫 记录。 在本发明实施例中，还提供了一种话务接入处理装置具体的实施例，如图 4所示， 包括网络模块和数据库模块。 其中数据库模块内部根据预设的算法进行数据调度， 跟据呼叫中心作为主叫呼叫 用户时的主叫号码、 呼叫类型以及呼叫时间等几个维度来确定， 建立数据调度任务定 时从第一日志中提取满足条件的呼叫记录数据 （如客户号码、 呼叫时间等） 至业务建 立的外呼匹配号码池中， 并根据需要定期清理号码池中的过期数据； 同时， 数据库模块提供统一查询接口， 通过匹配外呼号码池中的外呼数据和第二 日志中的客户呼叫信息， 确定客户是否首次呼入或者重复多次呼入， 以便选取不同的 处理策略， 确定 IVR排队转人工流程的具体处理方式。 数据调度和统一查询接口的匹 配策略可根据不用应用进行快速修改， 便于不同应用场景间的快速移植。 每个呼叫进入 IVR系统中的自动业务， 自动业务需要完成前导处理（比如： 获取 系统参数等） ， 然后在用户选择转人工服务后调用统一查询接口在数据库中查询客户 排队转人工服务的路由策略； 对于匹配成功的呼叫， 若原客户代表在线， 立即提供指 定工号排队， 只向该客户代表发起排队请求， 避免出现传统排队方式中优先接入空闲 客户代表的情况。 在自动业务发起指定工号排队后， 若原客户代表无法立即接听， 首轮排队之后， 自动业务拼装客户来电提醒信息 （可配置） ， 并通过 BCSM事件向控制模块发送拼装 的消息体， 并由控制模块分发给原客户代表所在座席， 由座席侧解析记录相关信息， 并在座席界面提示客户代表。 本发明实施例还提供了一种呼叫中心， 设置有多个人工座席， 包括上述任一项所 述的话务接入处理装置。 以上所述仅是本发明的优选实施方式， 应当指出， 对于本技术领域的普通技术人 员来说， 在不脱离本发明原理的前提下， 还可以做出若干改进和润饰， 这些改进和润 饰也应视为本发明的保护范围。

Claims

权 利 要 求 书
1. 一种话务接入处理方法，用于设置有多个人工座席的呼叫中心，所述方法包括： 当接收到用户请求接入所述呼叫中心的话务接入请求时， 根据所述用户的 呼入标识查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记 录；
根据所述目标呼叫记录中记录的客户代表的标识， 将所述话务接入请求连 接到与所述标识对应的客户代表的人工座席。
2. 如权利要求 1所述的话务接入处理方法， 其中， 当接收到用户请求接入所述呼 叫中心的话务接入请求后， 所述方法还包括：
判断是否接收到所述用户请求接通原客户代表的请求，获得第一判断结果; 所述根据所述用户的呼入标识查询预先存储的呼叫日志中的呼叫记录， 确 定所述用户的目标呼叫记录包括： 当所述第一判断结果指示接收到所述用户请 求接通原客户代表的请求时， 根据所述用户的呼入标识， 查询预先存储的呼叫 日志中的呼叫记录， 确定所述用户的目标呼叫记录。
3. 如权利要求 1所述的话务接入处理方法， 其中， 根据所述用户的呼入标识查询 预先存储的呼叫日志中的呼叫记录包括：
根据所述用户的呼入标识查询预先存储的第一时间段内的呼叫日志中的呼 叫记录。
4. 如权利要求 3所述的话务接入处理方法， 其中， 所述呼叫日志包括所述呼叫中 心作为主叫的第一日志和所述呼叫中心作为被叫的第二日志。
5. 如权利要求 4所述的话务接入处理方法， 其中， 所述根据所述用户的呼入标识 查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记录包括： 根据所述用户的呼入标识， 查询所述第一日志， 在所述第一日志中获得与 所述用户的呼入标识相匹配的最近的第一呼叫记录作为所述目标呼叫记录； 当在所述第一日志中不存在所述第一呼叫记录时， 根据所述用户的呼入标 识， 查询所述第二日志， 在所述第二日志中获得与所述用户的呼入标识相匹配 的最近的第二呼叫记录作为所述目标呼叫记录。
6. 如权利要求 1所述的话务接入处理方法， 其中， 所述客户代表的标识包括： 所 述客户代表的工号。
7. 如权利要求 6所述的话务接入处理方法， 其中， 所述根据所述目标呼叫记录中 记录的客户代表的标识， 将所述话务接入请求连接到与所述标识对应的客户代 表的人工座席包括：
检测与所述工号对应的客户代表是否在线， 获得第一检测结果； 当第一检测结果指示与所述工号对应的客户代表在线时， 检测与所述工号 对应的客户代表的人工座席的话路是否空闲， 获得第二检测结果；
当第二检测结果指示与所述工号对应的客户代表的人工座席的话路空闲 时， 根据所述话务接入请求， 接通所述话路；
否则对所述话务接入请求按照所述客户代表的工号进行排队等候， 并向所 述客户代表显示所述用户的等候信息。
8 如权利要求 7所述的话务接入处理方法， 其中， 所述等候信息包括所述用户的 呼入标识和呼入时间。
9. 如权利要求 7所述的话务接入处理方法， 其中， 对所述话务接入请求按照所述 客户代表的工号进行排队等候时， 所述根据所述目标呼叫记录中记录的客户代 表的标识， 将所述话务接入请求连接到与所述标识对应的客户代表的人工座席 还包括：
判断所述话务接入请求排队等候的次数是否超过预设阈值， 获得第二判断 结果；
当第二判断结果指示所述话务接入请求排队等候的次数超过预设阈值时， 断开所述话务接入请求， 并通过语音告知所述用户所述话务接入请求已断开。
10. 如权利要求 1至 9任一项所述的话务接入处理方法， 其中， 所述根据所述用户 的呼入标识查询预先存储的呼叫日志中的呼叫记录包括：
根据所述用户的呼入标识， 通过统一查询接口查询预先存储的呼叫日志中 的呼叫记录。
11. 一种话务接入处理装置，用于设置有多个人工座席的呼叫中心，所述装置包括: 目标呼叫记录确定模块， 设置为当接收到用户请求接入所述呼叫中心的话 务接入请求时， 根据所述用户的呼入标识查询预先存储的呼叫日志中的呼叫记 录， 确定所述用户的目标呼叫记录；
话务接入处理模块， 设置为根据所述目标呼叫记录中记录的客户代表的标 识， 将所述话务接入请求连接到与所述标识对应的客户代表的人工座席。
12. 如权利要求 11所述的话务接入处理装置， 还包括：
第一判断模块， 设置为判断是否接收到所述用户请求接通原客户代表的请 求， 获得第一判断结果；
所述目标呼叫记录确定模块包括： 当接收到用户请求接入所述呼叫中心的 话务接入请求， 且所述第一判断结果指示接收到所述用户请求接通原客户代表 的请求时，根据所述用户的呼入标识，查询预先存储的呼叫日志中的呼叫记录， 确定所述用户的目标呼叫记录。
13. 如权利要求 11所述的话务接入处理装置，其中，所述目标呼叫记录确定模块设 置为：
根据所述用户的呼入标识查询预先存储的第一时间段内的呼叫日志中的呼 叫记录。
14. 如权利要求 13所述的话务接入处理装置，其中，所述呼叫日志包括所述呼叫中 心作为主叫的第一日志和所述呼叫中心作为被叫的第二日志。
15. 如权利要求 14所述的话务接入处理装置，其中，所述目标呼叫记录确定模块包 括：
第一确定子模块， 设置为根据所述用户的呼入标识， 查询所述第一日志， 在所述第一日志中获得与所述用户的呼入标识相匹配的最近的第一呼叫记录作 为所述目标呼叫记录；
第二确定子模块，设置为当在所述第一日志中不存在所述第一呼叫记录时， 根据所述用户的呼入标识， 查询所述第二日志， 在所述第二日志中获得与所述 用户的呼入标识相匹配的最近的第二呼叫记录作为所述目标呼叫记录。 如权利要求 11所述的话务接入处理装置， 其中， 所述客户代表的标识包括： 所 述客户代表的工号。
17. 如权利要求 16所述的话务接入处理装置， 其中， 所述话务接入处理模块包括: 第一检测子模块， 设置为检测与所述工号对应的客户代表是否在线， 获得 第一检测结果；
第二检测子模块， 设置为当第一检测结果指示与所述工号对应的客户代表 在线时， 检测与所述工号对应的客户代表的人工座席的话路是否空闲， 获得第 二检测结果；
话务连通处理子模块， 当第二检测结果指示与所述工号对应的客户代表的 人工座席的话路空闲时， 根据所述话务接入请求， 接通所述话路；
排队子模块， 设置为当检测结果指示与所述工号对应的客户代表的人工座 席的话路忙时， 对所述话务接入请求按照所述客户代表的工号进行排队等候， 并向所述客户代表显示所述用户的等候信息。
18. 如权利要求 17所述的话务接入处理装置，其中，所述等候信息包括所述用户的 呼入标识和呼入时间。
19. 如权利要求 17所述的话务接入处理装置，其中，所述话务接入处理模块还包括: 第二判断子模块， 设置为判断所述话务接入请求排队等候的次数是否超过 预设阈值， 获得第二判断结果；
话务断开处理子模块， 设置为当第二判断结果指示所述话务接入请求排队 等候的次数超过预设阈值时， 断开所述话务接入请求， 并通过语音告知所述用 户所述话务接入请求已断开。
20. 如权利要求 11至 19任一项所述的话务接入处理装置， 其中， 所述目标呼叫记 录确定模块设置为：
根据所述用户的呼入标识， 通过统一查询接口查询预先存储的呼叫日志中 的呼叫记录。
21. 一种呼叫中心， 设置有多个人工座席， 所述呼叫中心包括权利要求 11-20任一 项所述的话务接入处理装置。
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