WO2015106592A1 - 分配坐席的方法、cti设备、终端和分配坐席的系统 - Google Patents

分配坐席的方法、cti设备、终端和分配坐席的系统 Download PDF

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Publication number
WO2015106592A1
WO2015106592A1 PCT/CN2014/089861 CN2014089861W WO2015106592A1 WO 2015106592 A1 WO2015106592 A1 WO 2015106592A1 CN 2014089861 W CN2014089861 W CN 2014089861W WO 2015106592 A1 WO2015106592 A1 WO 2015106592A1
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Prior art keywords
terminal
agent
service request
service
identifier information
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PCT/CN2014/089861
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English (en)
French (fr)
Inventor
铁淑霞
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华为技术有限公司
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Publication of WO2015106592A1 publication Critical patent/WO2015106592A1/zh

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    • 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

Definitions

  • Embodiments of the present invention relate to the field of communications, and, more particularly, to a method for allocating agents, a CTI device, a terminal, and a system for allocating agents.
  • the contact center is characterized by answering incoming calls and providing users with a range of services and support, such as technical support centers in the IT industry and telephone claims centers in the insurance industry.
  • the contact center usually uses computer communication technology to handle telephone inquiries from enterprises and customers. In particular, it has the ability to process a large number of incoming calls at the same time. It also has a calling number display, which can automatically assign incoming calls to personnel with corresponding skills and can record. And store all incoming messages.
  • a typical customer service-oriented contact center can handle customer information inquiry, consultation, complaints and other services, and can conduct customer return visits, satisfaction surveys and other outgoing services.
  • a computer telephony integration (CTI) device is generally assigned a service to a user based on a service request of a user based on a user information database to provide a service to the user.
  • CTI computer telephony integration
  • the user may initiate multiple requests for the same service, and expects that the same agent may provide services for multiple requests, and the multiple requests may be sent in different ways.
  • user A first scholares a service to a CTI device by telephone, and the CTI device allocates a seat B to user A to provide service to it. After that, user A re-applies to the CTI device for the same service as the previous telephone complaint through QQ. It is expected that Agent B will provide services for him.
  • the CTI device cannot find the user account's QQ account and other related information in the user information database, it cannot identify the received QQ complaint as user A's complaint, and may assign user A's QQ complaint differently from the agent. Other agents of B provide services to them, which will affect user satisfaction.
  • the user B's QQ mode complaint to the agent B who provided the service for the previous telephone complaint, it is necessary to add the user A's phone number and QQ account information in the user information database in advance, taking into account the contact center.
  • the user access volume is very large, and each user may adopt a variety of transmission methods. All the transmission methods of all users are added to the user information database, which has high requirements on the information richness of the user information database. .
  • the embodiments of the present invention provide a method for allocating agents, a CTI device, a terminal, and a system for allocating agents.
  • the user can efficiently allocate a desired agent without relying on the richness of the user information database, thereby effectively improving the user. Satisfaction.
  • a first aspect provides a method for allocating a seat, the method comprising: receiving a first service request sent by a terminal, the first service requesting a service for requesting an agent; and assigning a number to the terminal according to the first service request Determining, by the agent, the first identification information for indicating the first agent; sending the first identification information to the terminal, so that the terminal requests the first agent by carrying the first identification information in the next service request service.
  • the method further includes: adding the first identification information to an entry in a record information table, where the record information table is used to match the terminal sending Identification information carried in the service request.
  • the method further includes: receiving a second service request of the terminal, where the second service request carries the second identifier And determining, when the matching item of the second identifier information in the record information table is the first identifier information, assigning, to the terminal, the first agent indicated by the first identifier information.
  • the method further includes: receiving a third service request of the terminal, where the third service request carries the third identifier And determining, when the third identification information has no matching item in the record information table, assigning a second agent to the terminal according to the third service request; determining fourth identification information for indicating the second agent, and The fourth identification information is added to the entry of the record information table; the fourth identifier information is sent to the terminal, so that the terminal requests the second agent by carrying the fourth identifier information in the next service request. service.
  • the method further includes: when determining the record information When the storage duration of the fifth identifier information in the entry of the table exceeds a preset threshold, the fifth identifier information is deleted.
  • the method further includes: sending, to the terminal, a first message, where the first message includes indication information for indicating at least one sending manner, where The first message is used to indicate that the terminal sends a next service request according to the at least one sending manner to request the service of the first agent.
  • the first identifier information is further used to indicate the first service request, where the terminal is allocated After the first agent indicated by the identifier information, the method further includes: forwarding the second service request to the agent terminal of the first agent, so that the agent terminal is configured according to the first identifier information in the second service request.
  • the second service request is associated with the service provided by the first agent in accordance with the first service request.
  • the first service request is a voice call request
  • the determining is used to indicate the first identifier of the first agent
  • the information includes: determining session identification information of the call established by the terminal and the agent terminal according to the voice call request as the first identifier information.
  • a method for allocating a seat comprising: the terminal transmitting a first service request to a computer telephony integrated CTI device, the first service request for requesting an agent service; the terminal receiving the CTI device assignment The first service response sent by the first agent according to the first service request; the terminal receives the first identification information sent by the CTI device, where the first identification information is used to indicate the first agent, so that the terminal is in the next service request.
  • the service of the first agent is requested by carrying the first identification information.
  • the method further includes: the terminal sending a second service request to the CTI device, where the second service request carries the first identifier information, so as to facilitate The CTI device allocates the first agent to the terminal according to the first identifier information; the terminal receives the second service response sent by the first agent according to the second service request.
  • the method further includes: receiving, by the terminal, the first message sent by the CTI device, where the The message includes indication information for indicating at least one sending mode, where the first message is used to indicate that the terminal sends a next service request according to the at least one sending manner to request the service of the first agent.
  • the third aspect provides a CTI device, where the CTI device includes: a receiving module, configured to receive a first service request sent by the terminal, where the first service request is used to request a service of the agent; a block, configured to allocate a first agent to the terminal according to the first service request received by the receiving module, and a determining module, configured to determine first identifier information of the first agent that is used to indicate the allocation of the first module; And sending the first identifier information determined by the determining module to the terminal, so that the terminal requests the service of the first agent by carrying the first identifier information in the next service request.
  • the CTI device further includes: an adding module, configured to add the first identifier information determined by the determining module to an entry in the record information table
  • the record information table is used to match the identifier information carried in the service request sent by the terminal.
  • the receiving module is further configured to receive a second service request of the terminal, where the second service request carries And the second module is configured to: assign the first identifier indicated by the first identifier information to the terminal when determining that the matching item of the second identifier information in the record information table is the first identifier information Seat.
  • the receiving module is further configured to receive a third service request of the terminal, where the third service request carries The third module is configured to allocate a second agent to the terminal according to the third service request when determining that the third identifier information has no matching item in the record information table; the determining module is further configured to: Determining, by the terminal, the fourth identifier information for indicating the second agent, and adding the fourth identifier information to the entry of the record information table; the sending module is further configured to send the fourth identifier information to the terminal, Therefore, the terminal requests the service of the second agent by carrying the fourth identification information in the next service request.
  • the CTI device further includes: deleting a module, When it is determined that the storage duration of the fifth identification information in the entry of the record information table exceeds a preset threshold, the fifth identifier information is deleted.
  • the sending module is further used to Sending a first message to the terminal, where the first message includes indication information for indicating at least one sending mode, where the first message is used to indicate that the terminal sends a next service request according to the at least one sending manner to request the The service of the first agent.
  • the sixth possible implementation in the third aspect In conjunction with the second possible implementation of the third aspect, the sixth possible implementation in the third aspect
  • the first identifier information determined by the determining module is further used to indicate the first service request
  • the sending module is further configured to: assign the first identifier indicated by the first identifier information to the terminal by the assigning module After the agent, forwarding the second service request to the agent terminal of the first agent, so that the agent terminal associates the second service request to the first agent according to the first identification information in the second service request, according to the The service provided by the first service request.
  • the first service request received by the receiving module is a voice call request
  • the determining module is specifically configured to: The session identification information of the call established between the terminal and the agent terminal according to the voice call request is determined as the first identification information.
  • a terminal includes: a sending module, configured to send a first service request to a computer telephony integrated CTI device, where the first service request is used to request a service of the agent; and the receiving module is configured to receive the The first service that is sent by the CTI device is sent according to the first service request.
  • the receiving module is further configured to receive the first identifier information that is sent by the CTI device, where the first identifier information is used to indicate the first agent. So that the terminal requests the service of the first agent by carrying the first identification information in the next service request.
  • the sending module is further configured to send a second service request to the CTI device, where the second service request carries the first identifier information, so as to facilitate The CTI device allocates the first agent according to the first identifier information; the receiving module is further configured to receive a second service response that is sent by the first agent according to the second service request.
  • the receiving module is further configured to receive a first message sent by the CTI device, where the The message includes indication information for indicating at least one sending mode, where the first message is used to indicate that the terminal sends a next service request according to the at least one sending manner to request the service of the first agent.
  • the embodiment of the present invention provides a system for allocating a seat, the system includes a computer telephony integrated CTI device and a seat terminal, and the CTI device can be a CTI device in any embodiment of the present invention, and the agent terminal is the CTI device.
  • the agent terminal corresponding to the assigned agent.
  • the method for allocating agents, the CTI device, the terminal, and the system for allocating agents in the embodiment of the present invention sends the identification information of the agent assigned to the terminal for the terminal to facilitate the terminal to serve next time.
  • the request is again requested by carrying the identification information, and when the identification information is detected in the next service request, the terminal can be efficiently classified according to the identification information. Matching the same seat required, so that user satisfaction can be effectively improved without relying on the user information database.
  • FIG. 1 shows a schematic flow chart of a method for allocating agents according to an embodiment of the present invention.
  • FIG. 2 is a schematic flow chart showing a method of allocating agents according to another embodiment of the present invention.
  • FIG. 3 is a schematic flow chart showing a method of allocating agents according to still another embodiment of the present invention.
  • FIG. 4 is a schematic flow chart showing a method of allocating agents according to still another embodiment of the present invention.
  • FIG. 5 shows a schematic block diagram of a CTI device of an embodiment of the present invention.
  • FIG. 6 shows a schematic block diagram of a terminal of an embodiment of the present invention.
  • FIG. 7 is a schematic block diagram of a CTI device according to another embodiment of the present invention.
  • FIG. 8 is a schematic block diagram of a terminal according to another embodiment of the present invention.
  • FIG. 9 is a schematic block diagram of a system for allocating agents according to an embodiment of the present invention.
  • FIG. 1 illustrates a method 100 for allocating agents according to an embodiment of the present invention.
  • the method 100 can be performed, for example, by a computer telephony integration (CTI) device, as shown in FIG. include:
  • CTI computer telephony integration
  • S110 Receive a first service request sent by the terminal, where the first service request is used to request a service of the agent;
  • S140 Send the first identifier information to the terminal, so that the terminal is in the next service request.
  • the service of the first agent is requested by carrying the first identification information.
  • the CTI device allocates a first agent to the first service request of the terminal, and determines first identification information used to indicate the first agent; and sends the first identification information to the terminal, so that the terminal passes the next service request.
  • the first identifier information is requested to be used to request the service of the first agent.
  • the first agent can be allocated to the terminal.
  • the method for allocating agents in the embodiment of the present invention sends the identification information of the agent that is allocated to the terminal this time to the terminal, so that the terminal requests the agent again by carrying the identification information in the next service request.
  • the identification information is detected in the next service request, the same agent can be efficiently allocated to the terminal based on the identification information, so that the user satisfaction can be effectively improved without depending on the user information database.
  • the CTI device allocates a first agent to the terminal according to the first service request.
  • the first service request is a phone call
  • the CTI device cannot query the historical call record of the terminal, which may be the first A service request allocates the first agent whose current telephone service is idle.
  • determining first identifier information for indicating the first agent may directly indicate the first agent, for example, directly determining the job number of the first agent as the first identifier.
  • the first identification information may also indirectly indicate the first agent.
  • the first identification information is associated with the work number of the first agent. For example, as shown in Table 1 below, the identification information D1 and the agent identification A1. (For example, the agent number) is located in the same column, that is, the identification information ID indicates the agent corresponding to the agent identification A1.
  • the first identifier information may be used to indicate a first service request sent by the terminal, and specifically, information related to communication between the terminal and the agent terminal of the first agent.
  • the session identification information of the call established between the terminal and the agent terminal according to the voice call request may be determined as the first identifier information, where the terminal
  • the session identification information may be a Session ID; for example, when the first service request is sent by QQ.
  • the service request may be used to determine the information about the QQ chat between the terminal and the first agent as the first identifier information.
  • the QQ account of the terminal may be used as the first identifier information; for example, when the first service request is a service request sent by the mail, the related information of the incoming mail between the terminal and the first agent may be determined as the first identification information, and specifically, the terminal may send the request The email address used is determined as the first identification information.
  • the first service request is a voice call request
  • the determining is used to indicate the first identification information of the first agent, including:
  • the session identification information of the call established according to the voice call request between the terminal and the agent terminal is determined as the first identification information.
  • the session identifier information may be a Session ID.
  • the first agent can be made when the first service information is detected in the service request, if the first identification information is detected in the service request, the next service request may be associated with the first agent to provide the first service request according to the first identification information.
  • the service can effectively improve user satisfaction, which will be explained in detail below.
  • the method for determining the first identifier information may be various, as long as the first identifier information can indicate the first agent, which is not limited by the embodiment of the present invention.
  • the CTI device sends the first identifier information to the terminal, so that the terminal requests the service of the first agent by carrying the first identifier information in the next service request, and further, the CTI device can also send the terminal to the terminal.
  • the information indicating the sending mode so that the terminal sends the next service request according to the sending manner provided by the CTI device.
  • the method 100 further includes:
  • the at least one sending manner may be a communication manner such as a telephone call, a mail sending, a webpage online chat, or a social network, which is not limited by the embodiment of the present invention.
  • the first message includes a phone number or an email address or The webpage address, etc., correspondingly, the terminal can send the next service request to the CTI device by way of a telephone call or an email or a webpage online chat.
  • the CTI device may simultaneously send the first identifier information and the first message for indicating at least one sending manner, and specifically, the first identifier information may be sent to the at least one type
  • the method is merged into an indication information and sent together, for example, the first identification information is “11”, and the at least one transmission manner includes a telephone call and a sending email.
  • the indication information may include, for example, an extension number of 11.
  • the telephone number and an address include an email address of 11, specifically, for example, 190000-11 and abc11@center.com, wherein 190000 is the access number of the contact center.
  • the service request when the terminal requests the agent service by dialing 190000-11, the service request carries the first identification information "11"; when the terminal sends a request for requesting service to abc11@center.com, The service request carries the first identification information "11".
  • the indication information may include a webpage address that can be chatted online, and the webpage address includes the first identifier information “11” or the webpage corresponding to the webpage address.
  • the first identification information "11" is included, and correspondingly, when the terminal sends a service request through the online chat window corresponding to the webpage address, the service request also carries the first identification information "11".
  • first identifier information and the at least one sending manner are combined into one indication information, wherein the manner of combining the first identifier information and the at least one sending manner may be in a plurality of manners, and the embodiment of the present invention is This is not limited, and the first identifier information may be carried when the terminal sends the service request according to any one of the sending manners included in the indication information.
  • the CTI device may send the first identifier information and the first message to the user equipment by using a plurality of sending methods, such as a short message sending, an email sending, and the like, which are not limited by the embodiment of the present invention.
  • the method for allocating agents in the embodiment of the present invention sends the identification information of the agent that is allocated to the terminal this time to the terminal, so that the terminal requests the agent again by carrying the identification information in the next service request.
  • the identification information is detected in the next service request, the same agent can be efficiently allocated to the terminal based on the identification information, so that the user satisfaction can be effectively improved without depending on the user information database.
  • the first identification information may be added to the entry of the record information table, so as to use the record information table to identify and match the next service request of the terminal.
  • the identification information carried, so that the user can be assigned a desired agent based on the identified identification information.
  • the method 100 further includes:
  • the first identification information is added to an entry of the record information table, and the record information table is used to match the identification information in the service request sent by the terminal.
  • the record information table can be as shown in Table 1.
  • the first line records related information of the terminal that sends the service request, and may be, for example, the name, the ID number, or the mobile phone number of the user to which the terminal belongs, which is not limited by the embodiment of the present invention;
  • the line records the identification information determined by the CTI device according to the service request of the terminal, that is, the identification information is the same as the identification information sent by the CTI device to the terminal;
  • the third line records the agent identification of the agent indicated by the identification information, for example, The work number, the mobile phone number, or the name of the agent is not limited in this embodiment of the present invention, as long as the agent identifier can indicate the corresponding agent;
  • the start time of the service request recorded in the fourth line specifically, the CTI device receives
  • the fifth line records the effective expiration time of the identification information
  • the effective expiration time is composed of a start time and a storage time length P, which indicates that when the storage time of a certain identification information exceeds the storage time length P,
  • the calling identifier is a telephone number of the terminal, and the called party is identified as an access number of the contact center;
  • the calling identifier is an email address of the terminal
  • the corresponding called party identifier is a mail sending address of the terminal, for example, may be a service mailbox of the contact center; for example, the terminal adopts a sending address.
  • the method of initiating a service initiates a service request, and the corresponding calling identifier is a micro signal of the terminal, and correspondingly, the called identifier may be a contact.
  • the official micro signal of the center is a contact.
  • the corresponding calling identifier is a calling identifier corresponding to another sending manner adopted by the terminal, and correspondingly, the called identifier is another sending manner adopted by the terminal.
  • the corresponding calling identifier is a calling identifier corresponding to another sending manner adopted by the terminal, and correspondingly, the called identifier is another sending manner adopted by the terminal.
  • Corresponding called ID is a calling identifier corresponding to another sending manner adopted by the terminal.
  • the saving duration P recorded in the fifth row in Table 1 can be pre-configured, that is, the CTI device can determine the effective duration for providing the same user with the same agent service by setting the saving duration P. For example, when the storage time length P is set to one week, for example, when the storage time length of the identification information ID1 exceeds one week, the identification information ID1 and the information in the same column as the identification information ID1 are deleted from the table 1.
  • the method 100 further includes:
  • the fifth identifier information is deleted.
  • the fifth identification information described above may be any identification information in the entry of the record information table.
  • the method for allocating agents in the embodiment of the present invention can effectively control the information amount of the record information table by setting the effective duration for providing the same user to the same agent, and is helpful for maintaining the record information table.
  • Table 1 only shows an embodiment of the record information table, and the record information table may also be in other forms, which is not limited by the embodiment of the present invention. It should be understood that the information specifically recorded in the entry of the record information table may also be specifically arranged and set according to the actual situation, as long as the identification information carried in the service request sent by the terminal can be matched and identified by the record information table. However, in the embodiment of the present invention, Table 1 does not constitute a limitation on the record information table. For example, when the identification information is directly the agent identification, the third line in Table 1 can be deleted.
  • the CTI device sends the first identifier information to the terminal, so that the terminal requests the service of the first agent by carrying the first identifier information in the next service request. Specifically, when the terminal carries the first identifier information in the next service request, the CTI device may allocate the agent indicated by the first identifier information to the terminal;
  • the method 100 further includes:
  • the first agent indicated by the first identifier information is allocated to the terminal according to the second service request.
  • the record information table is taken as an example, if the first identification information is as shown in Table 1.
  • the identification information ID1 the first agent is the agent indicated by the agent identification A1
  • the agent indication flag A1 in the same column as the ID1 is The indicated first agent is assigned to the terminal.
  • the terminal may send a second service request to the CTI device while receiving the service provided by the first agent for the first service request, where the CTI device allocates the terminal according to the first identifier information carried by the second service request.
  • the first agent currently serving.
  • the terminal sends a first service request to the CTI device, where the first service request does not carry any identification information;
  • the CTI device determines that the first service request has no history call record, Assigning a first agent to the terminal, and determining first identification information for indicating the first agent;
  • the CTI device is to the agent terminal of the first agent (such as the first agent terminal shown in FIG.
  • the first request message is hereinafter referred to as the first agent terminal, and is used to indicate that the first agent provides a service to the terminal according to the first service request, and the first request message may be the first service request directly of the terminal, that is, the CTI.
  • the device may directly forward the first service request of the terminal to the first agent terminal.
  • the first agent terminal sends a first response message to the CTI device, to indicate that the first agent agrees to the terminal according to the first service request.
  • Providing a service in S15, the CTI device terminal sends a first service response, which is used to notify the terminal to wait for the first agent to provide the service; in S16, the first agent is terminated according to the first service request.
  • the STI provides the service; in S17, the CTI device sends the first identifier information to the terminal, so that the terminal requests the service of the first agent by carrying the first identifier information in the next service request; in S18, the terminal While receiving the service of the first agent, sending a second service request to the CTI device, and the second service request carries the first identification information for requesting the service of the first agent; in S19, the CTI device determines the record information.
  • the first identification information exists in the table, that is, the first service that is currently serving the terminal is allocated for the second service request of the terminal; in S20, the CTI device sends a second request message to the first agent terminal, Instructing the first agent to provide a service to the terminal according to the second service request, the second request message may also be a second service request directly of the terminal, that is, the CTI device may directly forward the second service request of the terminal to the first agent.
  • a terminal in S21, the first agent terminal sends a second response message to the CTI device, to indicate that the first agent agrees to provide the terminal with the second service request. Services; In S22, CTI equipment transmits a second service response to the terminal, the first terminal waits for informing service agent; In S23, the first agent serving the service request in accordance with a second terminal.
  • the terminal sends a second service request to the CTI device while accepting the service of the first agent.
  • the terminal initiates the first service request by using a telephone call, That is, in S16, the first agent provides service to the terminal by telephone.
  • the terminal may initiate a second service request in the form of sending an e-mail while the user is in a call with the first agent.
  • the terminal sends an e-mail to the public mailbox of the CTI device, and the e-mail carries the first identification information.
  • the second request message sent by the CTI device to the first agent indicates that the first agent replies to the terminal by the second request message; in S23, specifically refers to the The first agent replies to the mail sent by the terminal while talking to the user of the terminal.
  • the first identifier information is further used to indicate the first service request
  • the method further includes:
  • the terminal initiates a first service request by using a telephone call; in S12, the CTI device directly determines the calling telephone number of the terminal as the first identification information; in S16, the first agent passes the telephone The terminal provides the service; in S18, the terminal sends a mail to the public mailbox of the CTI device, and the mail carries the first identification information, which is used to indicate that the service of the first agent is requested again; in S20, the CTI device is the first agent.
  • the second request message sent by the first agent to indicate that the first agent replies to the terminal carries the first identification information, and the first agent can directly associate the second service request (mail request) of the terminal with the first identification information.
  • the first agent can reply the mail in a targeted or more accurate manner according to the telephone service in S16.
  • the first agent can associate the two services of the terminal according to the first identification information, and provide a service that is more close to the user's needs, and can effectively improve user satisfaction.
  • the CTI device may send the first identifier information to the first agent terminal by using multiple methods, for example, the first identifier information may be carried in the second request message, or the second service request of the terminal may be directly forwarded to the first
  • the embodiment of the present invention is not limited in this embodiment of the present invention.
  • the terminal sends a mail to the public mailbox of the CTI device, and the mail carries the first identification information, which is used to indicate that the service of the first agent is requested again, but the CTI device detects the first The agent is busy in the mail processing service.
  • the CTI device will put the second service request in the queue waiting mode until the first agent is released into the idle state in the mail processing service, the first agent Will only process the terminal's mail request, this situation
  • the processing method is prior art, and for brevity, it will not be described again here.
  • the terminal may also allocate the first agent to the second service request of the terminal according to the identifier information carried by the second service request.
  • the terminal can request the same agent service through different sending modes.
  • the user is assigned the same agent as needed, but considering that the number of users who initiate the request is large, and each user can adopt a large number of transmission methods, in order to satisfy all users' requests for the same agent service, the user information is required.
  • the richness of the database increases the requirements and challenges.
  • the method for allocating agents in the embodiment of the present invention sends the identification information of the agent that is allocated to the terminal this time to the terminal, so that the terminal requests the agent again by carrying the identification information in the next service request.
  • the identification information is detected in the next service request, the same agent can be efficiently allocated to the terminal based on the identification information, so that the user satisfaction can be effectively improved without depending on the user information database.
  • the terminal may also send a second service request to the CTI device after receiving the service provided by the first agent for the first service request, where the second service request carries the first identifier information, and requests the service of the first agent again.
  • the terminal sends a first service request to the CTI device, where the first service request does not carry any identification information; in S32, the CTI device determines that the first service request has no history call record. Assigning a first agent to the terminal, and determining first identification information for indicating the first agent; in S33, the CTI device is to the agent terminal of the first agent (such as the first agent terminal shown in FIG.
  • the first request message is hereinafter referred to as the first agent terminal, and is used to indicate that the first agent provides a service to the terminal according to the first service request, and the first request message may be the first service request directly of the terminal, that is, the CTI.
  • the device may directly forward the first service request of the terminal to the first agent terminal; in S34, the first agent terminal sends a first response message to the CTI device, to indicate that the first agent agrees to the terminal according to the first service request.
  • Providing a service in S35, the CTI device terminal sends a first service response, which is used to notify the terminal to wait for the first agent to provide the service; in S36, the first agent is terminated according to the first service request.
  • the CTI device Providing the service by the terminal; in S37, the CTI device sends the first identifier information to the terminal, so that the terminal requests the service of the first agent by carrying the first identifier information in the next service request; in S38, the terminal Disconnecting communication with the first agent; in S39, sending a second service request to the CTI device, and the second service request carries the first identification information for requesting the service of the first agent; in S40, the CTI device determines The first identifier information is included in the record information table, that is, the first service indicated by the first identifier information is allocated to the second service request of the terminal; in S41, the CTI device sends the second request message to the first agent terminal.
  • the second request message may be a second service request that is directly the terminal, that is, the CTI device may directly forward the second service request of the terminal to the second service request.
  • the first agent terminal sends a second response message to the CTI device, to indicate that the first agent agrees to provide the service to the terminal according to the second service request; in S43, the CTI device sends the second message to the terminal.
  • the second service response is used to notify the terminal to wait for the first agent to provide the service; in S44, the first agent provides the terminal with the service according to the second service request.
  • the manner in which the terminal sends the first service request may be different from the manner in which the second service request is sent, or may be the same.
  • the method for allocating agents in the embodiment of the present invention sends the identification information of the agent that is allocated to the terminal this time to the terminal, so that the terminal requests the agent again by carrying the identification information in the next service request.
  • the identification information is detected in the next service request, the same agent can be efficiently allocated to the terminal based on the identification information, so that the user satisfaction can be effectively improved without depending on the user information database.
  • the CTI device sends the first identifier information to the terminal, so that the terminal requests the service of the first agent by carrying the first identifier information in the next service request.
  • the storage duration of the first identification information has exceeded a preset threshold and has been deleted from the record information table, that is, the service cannot be queried in the record information table.
  • a matching item of the identification information carried in the request In this case, the CTI device allocates a new agent for the service request of the terminal, which will be described in detail below.
  • the method 100 further includes:
  • the second agent is allocated to the terminal according to the third service request;
  • the fourth identification information is used to request the service of the second agent.
  • the terminal may be assigned the current corresponding sending mode according to the sending manner of the third third service request.
  • the terminal sends a service request to the CTI device by sending an email, where the service request carries the identifier information, but the CTI device cannot find the matching item corresponding to the identifier information in the record information table, and may allocate the terminal to the terminal.
  • An agent C who is currently idle on the mail service provides a service for the terminal, and determines an identification information IDx for indicating the agent C, and sends the identification information IDx to the terminal, so that the terminal carries the information in the next service request.
  • the information IDx is identified to request the service of the agent C, and the identification information IDx is added to the record information table.
  • the flow of the CTI device assigning the agent C to the terminal according to the identification information IDx is consistent with that shown in FIG. 2 and FIG. For the sake of brevity, we will not repeat them here.
  • the size of the sequence numbers of the above processes does not mean the order of execution, and the order of execution of each process should be determined by its function and internal logic, and should not be taken to the embodiments of the present invention.
  • the implementation process constitutes any limitation.
  • the method for allocating agents in the embodiment of the present invention sends the identification information of the agent that is allocated to the terminal this time to the terminal, so that the terminal requests the agent again by carrying the identification information in the next service request.
  • the identification information is detected in the next service request, the same agent can be efficiently allocated to the terminal based on the identification information, so that the user satisfaction can be effectively improved without depending on the user information database.
  • the method 200 for assigning a seat in the embodiment of the present invention may be performed, for example, by a terminal, and the method 200 includes:
  • S230 Receive first identifier information that is sent by the CTI device, where the first identifier information is used to indicate the first agent, so that the terminal requests the service of the first agent by carrying the first identifier information in the next service request.
  • the terminal After receiving the first agent assigned to the CTI device, the terminal receives the first identifier information sent by the CTI device, so that the terminal requests the first agent by carrying the first identifier information in the next service request.
  • the terminal requests the first agent by carrying the first identifier information in the next service request.
  • the first identification information may be carried in the next service request.
  • the method for allocating an agent in the embodiment of the present invention by receiving the identification information of the agent for indicating the current allocation, may be requested by the CTI device to carry the service of the agent allocated again by carrying the identification information. Can effectively improve user satisfaction.
  • the first identifier information may be carried in the next service request, so that the CTI device can allocate the first agent to the CTI device; when the same agent is not required to be requested, the terminal may not carry the next service request.
  • the first identification information is randomly assigned by the CTI device, which will be described in detail below.
  • the method 200 further includes:
  • the terminal sends a second service request to the CTI device, where the second service request carries the first identifier information, so that the CTI device allocates the first agent to the terminal according to the first identifier information;
  • the terminal receives a second service response sent by the first agent according to the second service request.
  • the terminal may send a second request for requesting the first agent service to the CTI device while receiving the service of the first agent.
  • the service request in FIG. 3, after receiving the service of the first agent, the terminal may send a second service request for requesting the first agent service to the CTI device, which is specifically described in the method 100 of assigning the agent. For the sake of brevity, it will not be repeated here.
  • the method for allocating an agent in the embodiment of the present invention by receiving the identification information of the agent for indicating the current allocation, may be requested by the CTI device to carry the service of the agent allocated again by carrying the identification information. Can effectively improve user satisfaction.
  • the method 200 further includes:
  • the at least one sending manner may be a communication manner such as a telephone call, a mail sending, a webpage online chat, or a social network, which is not limited by the embodiment of the present invention.
  • the first message includes a phone number or an email address or The webpage address, etc., correspondingly, the terminal can send the next service request to the CTI device by way of a telephone call or an email or a webpage online chat.
  • the terminal may receive the first identifier information and the first message that is used to indicate the at least one sending manner. Specifically, the terminal may directly receive the first identifier information and the at least one sending manner.
  • the indication information for example, the first identification information is “11”, the at least one sending manner includes a telephone call and a sending email, and correspondingly, the indication information may include, for example, a telephone number with an extension number of 11 and an address. Including the email address of 11, specifically, for example, 190000-11 and abc11@center.com, wherein 190000 is the access number of the contact center.
  • the terminal when the terminal requests the agent service by dialing 190000-11, the service request carries the first identification information "11"; the terminal can also make a request for the service by sending a request to the service to abc11@center.com.
  • the service request carries the first identification information "11".
  • the indication information may include a webpage address that can be chatted online, and the webpage address includes the first identifier information “11” or the webpage corresponding to the webpage address.
  • the first identifier information "11" is included, and the terminal may send the service request through the online chat window corresponding to the webpage address, and the service request carries the first identifier information "11".
  • the size of the sequence numbers of the above processes does not mean the order of execution, and the order of execution of each process should be determined by its function and internal logic, and should not be taken to the embodiments of the present invention.
  • the implementation process constitutes any limitation.
  • the method for allocating an agent in the embodiment of the present invention by receiving the identification information of the agent for indicating the current allocation, may be requested by the CTI device to carry the service of the agent allocated again by carrying the identification information. Can effectively improve user satisfaction.
  • FIG. 5 shows a schematic block diagram of a CTI device 300 in accordance with an embodiment of the present invention. As shown in FIG. 5, the CTI device 300 includes:
  • the receiving module 310 is configured to receive a first service request sent by the terminal, where the first service request is used Service for requesting a seat;
  • the allocating module 320 is configured to allocate a first agent to the terminal according to the first service request received by the receiving module;
  • a determining module 330 configured to determine first identification information of the first agent used to indicate the allocation of the allocation module
  • the sending module 340 is configured to send the first identifier information determined by the determining module to the terminal, so that the terminal requests the service of the first agent by carrying the first identifier information in the next service request.
  • the CTI device in the embodiment of the present invention sends the identifier information of the agent that is allocated to the terminal this time to the terminal, so that the terminal requests the agent again by carrying the identification information in the next service request.
  • the identification information is detected in the service request, the same agent can be efficiently allocated to the terminal based on the identification information, so that the user satisfaction can be effectively improved without depending on the user information database.
  • the CTI device 300 further includes:
  • the adding module 350 is configured to add the first identifier information determined by the determining module to the entry of the record information table, where the record information table is used to match the identifier information carried in the service request sent by the terminal.
  • the receiving module is further configured to receive a third service request of the terminal, where the third service request carries the third identifier information;
  • the allocation module is further configured to: when it is determined that the third identifier information has no matching item in the record information table, allocate a second agent to the terminal according to the third service request;
  • the determining module is further configured to: determine fourth identification information used to indicate the second agent, and add the fourth identification information to an entry of the record information table;
  • the sending module is further configured to send the fourth identifier information to the terminal, so that the terminal requests the service of the second agent by carrying the fourth identifier information in the next service request.
  • the CTI device 300 further includes:
  • the deleting module 360 is configured to delete the fifth identifier information when it is determined that the storage duration of the fifth identifier information in the entry of the record information table exceeds a preset threshold.
  • the sending module is further configured to send a first message to the terminal, where the first message includes indication information for indicating at least one sending mode, where the first message is used to indicate The terminal sends a next service request according to the at least one sending manner to request the first agent Service.
  • the first identifier information determined by the determining module is further used to indicate the first service request
  • the sending module is further configured to: after the assigning module allocates the first agent indicated by the first identifier information to the terminal, forward the second service request to the agent terminal of the first agent, so that the agent terminal is configured according to the The first identification information in the second service request associates the second service request to the service provided by the first agent according to the first service request.
  • the first service request received by the receiving module is a voice call request
  • the determining module is specifically configured to determine session identification information of the call established by the terminal and the agent terminal according to the voice call request as the first identifier information.
  • the CTI device 300 may correspond to the CTI device in the method for allocating agents of the embodiment of the present invention, and the above and other operations and/or functions of the respective modules in the CTI device 300 are respectively implemented for The corresponding processes of the respective methods in FIG. 4 to FIG. 4 are not described herein for the sake of brevity.
  • the CTI device in the embodiment of the present invention sends the identifier information of the agent that is allocated to the terminal this time to the terminal, so that the terminal requests the agent again by carrying the identification information in the next service request.
  • the identification information is detected in the service request, the same agent can be efficiently allocated to the terminal based on the identification information, so that the user satisfaction can be effectively improved without depending on the user information database.
  • the user equipment according to an embodiment of the present invention is described in detail above with reference to FIG. 5.
  • the terminal 400 according to an embodiment of the present invention will be described in detail below with reference to FIG.
  • FIG. 6 shows a schematic block diagram of a terminal 400 in accordance with an embodiment of the present invention.
  • the terminal 400 includes:
  • the sending module 410 is configured to send, to the computer telephony integrated CTI device, a first service request, where the first service request is used to request a service of the agent;
  • the receiving module 420 is configured to receive a first service response that is sent by the first agent allocated by the CTI device according to the first service request.
  • the receiving module 420 is further configured to receive the first identifier information that is sent by the CTI device, where the first identifier information is used to indicate the first agent, so that the terminal requests by carrying the first identifier information in the next service request. The service of the first agent.
  • the terminal of the embodiment of the present invention can send the CTI device to send the identifier information of the agent for indicating the current allocation, and can request the service of the agent to be allocated again by carrying the identification information in the next service request, which can effectively improve customer satisfaction.
  • the sending module is further configured to send a second service request to the CTI device, where the second service request carries the first identifier information, so that the CTI device is configured according to the first identifier.
  • Information is assigned to the first agent;
  • the receiving module is further configured to receive a second service response sent by the first agent according to the second service request.
  • the receiving module is further configured to receive the first message sent by the CTI device, where the first message includes indication information for indicating at least one sending mode, where the first message is used by the first message. And instructing the terminal to send a next service request according to the at least one sending manner to request the service of the first agent.
  • terminal 400 may correspond to the CTI device in the method for allocating agents of the embodiment of the present invention, and the above and other operations and/or functions of the respective modules in the terminal 400 are respectively implemented to implement FIG. 1 to The corresponding processes of the respective methods in FIG. 4 are not described herein for the sake of brevity.
  • the terminal of the embodiment of the present invention can send the CTI device to send the identifier information of the agent for indicating the current allocation, and can request the service of the agent to be allocated again by carrying the identification information in the next service request, which can effectively improve customer satisfaction.
  • an embodiment of the present invention further provides a CTI device 500, which includes a processor 510, a memory 520, a bus system 530, a receiver 540, and a transmitter 550.
  • the processor 510, the memory 520, the receiver 540 and the transmitter 550 are connected by a bus system 530 for storing instructions for executing instructions stored in the memory 520 to control the receiver 540 to receive.
  • Signal and control transmitter 550 to send a signal.
  • the receiver 540 is configured to receive a first service request sent by the terminal, where the first service request is used to request a service of the agent, and the processor 510 is configured to: according to the first service request received by the receiver 540, The terminal allocates a first agent; the processor 510 is configured to determine first identifier information used to indicate the first agent; and the transmitter 550 is configured to send the first identifier information determined by the processor 510 to the terminal, so as to facilitate The terminal requests the service of the first agent by carrying the first identification information in the next service request.
  • the CTI device in the embodiment of the present invention sends the indication to the terminal by using the CTI device
  • the identifier information of the sub-allocated agent so that the terminal requests the agent again by carrying the identification information in the next service request, and when the identification information is detected in the next service request, the terminal can be efficiently allocated according to the identification information.
  • the same agent is required, so that user satisfaction can be effectively improved without relying on the user information database.
  • the processor 510 may be a central processing unit (“CPU"), and the processor 510 may also be other general-purpose processors, digital signal processors (DSPs). , an application specific integrated circuit (ASIC), an off-the-shelf programmable gate array (FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware component, and the like.
  • the general purpose processor may be a microprocessor or the processor or any conventional processor or the like.
  • the memory 520 can include read only memory and random access memory and provides instructions and data to the processor 510. A portion of the memory 520 may also include a non-volatile random access memory. For example, the memory 520 can also store information of the device type.
  • the bus system 530 may include a power bus, a control bus, a status signal bus, and the like in addition to the data bus. However, for clarity of description, various buses are labeled as bus system 530 in the figure.
  • each step of the above method may be completed by an integrated logic circuit of hardware in the processor 510 or an instruction in a form of software.
  • the steps of the method disclosed in the embodiments of the present invention may be directly implemented as a hardware processor, or may be performed by a combination of hardware and software modules in the processor.
  • the software module can be located in a conventional storage medium such as random access memory, flash memory, read only memory, programmable read only memory or electrically erasable programmable memory, registers, and the like.
  • the storage medium is located in the memory 520, and the processor 510 reads the information in the memory 520 and completes the steps of the above method in combination with its hardware. To avoid repetition, it will not be described in detail here.
  • the processor 510 is configured to add the first identifier information to an entry in the record information table, where the record information table is used to match the identifier information carried in the service request sent by the terminal.
  • the receiver 540 is further configured to receive a second service request of the terminal, where the second service request carries the second identifier information
  • the processor 510 is further configured to: when determining the second And when the matching item in the record information table is the first identifier information, assigning, to the terminal, the first agent indicated by the first identifier information.
  • the receiver 540 is further configured to receive a third service request of the terminal, where the third service request carries third identifier information; the processor 510 is further configured to: when determining When the third identification information has no matching item in the record information table, the second agent is allocated to the terminal according to the third service request; the processor 510 is further configured to: determine, to indicate the fourth seat of the second agent Identifying information, and adding the fourth identification information to the entry of the record information table; the sender 550 is further configured to send the fourth identifier information to the terminal, so that the terminal carries the next service request The fourth identification information requests the service of the second agent.
  • the processor 510 is configured to delete the fifth identifier information when it is determined that the storage duration of the fifth identifier information in the entry of the record information table exceeds a preset threshold.
  • the transmitter 550 is further configured to send, to the terminal, a first message, where the first message includes indication information for indicating at least one sending manner, where the first message is used to indicate the The terminal sends a next service request according to the at least one sending manner to request the service of the first agent.
  • the first identifier information determined by the processor 510 is further used to indicate the first service request
  • the transmitter 550 is further configured to: when the first identifier information is allocated to the terminal, After the first agent, forwarding the second service request to the agent terminal of the first agent, so that the agent terminal associates the second service request to the first service information according to the first identification information in the second service request A seat provides services based on the first service request.
  • the first service request received by the receiver 540 is a voice call request
  • the processor 510 is specifically configured to establish, according to the voice call request, the terminal and the agent terminal.
  • the session identification information of the call is determined as the first identification information.
  • the CTI device 500 may correspond to the CTI device in the method for allocating agents of the embodiment of the present invention, and may also correspond to the CTI device 300 according to the embodiment of the present invention, and each of the CTI devices 500
  • the above and other operations and/or functions of the modules are respectively implemented in order to implement the respective processes of the respective methods in FIG. 1 to FIG. 4, and are not described herein again for brevity.
  • the CTI device in the embodiment of the present invention sends the identifier information of the agent that is allocated to the terminal this time to the terminal, so that the terminal requests the agent again by carrying the identification information in the next service request.
  • the identification information is detected in the service request, the same agent can be efficiently allocated to the terminal based on the identification information, so that the user satisfaction can be effectively improved without depending on the user information database.
  • an embodiment of the present invention further provides a terminal 600, which includes a processor 610, a memory 620, a bus system 630, a receiver 640, and a transmitter 650.
  • the processor 610, the memory 620, the receiver 640, and the transmitter 650 are connected by a bus system 630.
  • the memory 620 is configured to store instructions for executing the instructions stored by the memory 620 to control the receiver 640 to receive signals and to control the transmitter 650 to transmit signals.
  • the transmitter 650 is configured to send a first service request to the computer telephony integrated CTI device, where the first service request is used to request a service of the agent, and the receiver 640 is configured to receive the first agent allocated by the CTI device according to the first a first service response sent by the service request; the receiver 640 is further configured to receive the first identifier information sent by the CTI device, where the first identifier information is used to indicate the first agent, so that the terminal is in the next service request The service of the first agent is requested by carrying the first identification information.
  • the terminal of the embodiment of the present invention can send the CTI device to send the identifier information of the agent for indicating the current allocation, and can request the service of the agent to be allocated again by carrying the identification information in the next service request, which can effectively improve customer satisfaction.
  • the processor 610 may be a central processing unit ("CPU"), and the processor 610 may also be other general-purpose processors, digital signal processors (DSPs). , an application specific integrated circuit (ASIC), an off-the-shelf programmable gate array (FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware component, and the like.
  • the general purpose processor may be a microprocessor or the processor or any conventional processor or the like.
  • the memory 620 can include read only memory and random access memory and provides instructions and data to the processor 610. A portion of the memory 620 can also include a non-volatile random access memory. For example, the memory 620 can also store information of the device type.
  • the bus system 630 may include a power bus, a control bus, a status signal bus, and the like in addition to the data bus. However, for clarity of description, various buses are labeled as bus system 630 in the figure.
  • each step of the foregoing method may be completed by an integrated logic circuit of hardware in the processor 610 or an instruction in a form of software.
  • the steps of the method disclosed in the embodiments of the present invention may be directly implemented as a hardware processor, or may be performed by a combination of hardware and software modules in the processor.
  • the software module can be located in a conventional storage medium such as random access memory, flash memory, read only memory, programmable read only memory or electrically erasable programmable memory, registers, and the like.
  • the storage medium is located in the memory 620, and the processor 610 reads the information in the memory 620 and completes the steps of the above method in combination with its hardware. To avoid repetition, it will not be described in detail here.
  • the transmitter 650 is further configured to send a second service request to the CTI device, where the second service request carries the first identifier information, so that the CTI device is configured according to the first identifier information. Assigning the first seat to the first seat; the receiver 640 is further configured to receive the first seat The second service response sent according to the second service request.
  • the receiver 640 is further configured to receive a first message sent by the CTI device, where the first message includes indication information for indicating at least one sending manner, where the first message is used for Instructing the terminal to send a next service request according to the at least one sending manner to request the service of the first agent.
  • the terminal 600 may correspond to a terminal in a method of allocating a seat according to an embodiment of the present invention, and may correspond to the terminal 400 according to an embodiment of the present invention, and the above-described sum of each module in the terminal 600
  • the other operations and/or functions are respectively implemented in order to implement the corresponding processes of the respective methods in FIG. 1 to FIG. 4 , and are not described herein again for brevity.
  • the terminal of the embodiment of the present invention can send the CTI device to send the identifier information of the agent for indicating the current allocation, and can request the service of the agent to be allocated again by carrying the identification information in the next service request, which can effectively improve customer satisfaction.
  • FIG. 9 is a schematic block diagram of a system 700 for allocating agents according to an embodiment of the present invention.
  • the system 700 includes the computer telephony integrated CTI device 710 and the agent terminal 720.
  • the CTI device 710 can be the present invention.
  • the agent terminal 720 may be the agent terminal corresponding to the agent allocated by the CTI device according to any embodiment of the present invention.
  • agent terminals are shown in FIG. 9 and each has a corresponding relationship with the CTI device 710, but the embodiment of the present invention is not limited thereto.
  • the number of agent terminals may be greater than two; the terminal terminals may also have corresponding relationships.
  • the agent terminal in the system 700 for assigning the agent may be the agent terminal of the same technical field or service type; It can be a seat terminal of different technical fields or service types; it can also be divided into different groups.
  • the seat terminals of different groups are seat terminals of different technical fields or service types; the seat terminals in the same group are of the same technical field or service type.
  • the embodiment of the present invention is not limited in this embodiment of the present invention.
  • the CTI device 710 allocates a corresponding agent to the terminal according to the service request for requesting the agent service sent by the receiving terminal, and the agent terminal 720 corresponding to the corresponding agent serves the terminal according to the instruction of the CTI device 710.
  • Request a service The CTI device 710 may be a CTI device according to any embodiment of the present invention, and the agent terminal 720 may be an agent terminal corresponding to the agent allocated by the CTI device according to any embodiment of the present invention.
  • the communication method of the CTI device 710 and the agent terminal 720, and the respective module division, function implementation, and the like can be referred to the foregoing embodiments. I will not repeat them here.
  • the system for allocating the agent terminal in the embodiment of the present invention sends the identification information of the agent terminal that is allocated to the terminal to the terminal through the CTI device, so that the terminal requests again by carrying the identification information in the next service request.
  • the agent terminal can efficiently allocate the required same terminal terminal to the terminal according to the identification information, thereby effectively improving the database without relying on the user information database. customer satisfaction.
  • system and “network” are used interchangeably herein.
  • the term “and/or” in this context is merely an association describing the associated object, indicating that there may be three relationships, for example, A and / or B, which may indicate that A exists separately, and both A and B exist, respectively. B these three situations.
  • the character "/" in this article generally indicates that the contextual object is an "or" relationship.
  • the size of the sequence numbers of the above processes does not mean the order of execution, and the order of execution of each process should be determined by its function and internal logic, and should not be taken to the embodiments of the present invention.
  • the implementation process constitutes any limitation.
  • the disclosed systems, devices, and methods may be implemented in other manners.
  • the device embodiments described above are merely illustrative.
  • the division of the unit is only a logical function division.
  • there may be another division manner for example, multiple units or components may be combined or Can be integrated into another system, or some features can be ignored or not executed.
  • the mutual coupling or direct coupling or communication connection shown or discussed may be an indirect coupling or communication connection through some interface, device or unit, and may be in an electrical, mechanical or other form.
  • the units described as separate components may or may not be physically separate.
  • the components displayed for the unit may or may not be physical units, ie may be located in one place, or may be distributed over multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of the embodiment.
  • each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.
  • the functions may be stored in a computer readable storage medium if implemented in the form of a software functional unit and sold or used as a standalone product.
  • the technical solution of the present invention which is essential or contributes to the prior art, or a part of the technical solution, may be embodied in the form of a software product, which is stored in a storage medium, including
  • the instructions are used to cause a computer device (which may be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods described in various embodiments of the present invention.
  • the foregoing storage medium includes: a U disk, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disk, and the like. .

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Abstract

本发明实施例提供了一种分配坐席的方法、CTI设备、终端和分配坐席的系统，该方法包括：接收终端发送的第一服务请求，该第一服务请求用于请求坐席的服务；根据该第一服务请求，为该终端分配第一坐席；确定用于指示该第一坐席的第一标识信息；向该终端发送该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。本发明实施例的分配坐席的方法、CTI设备、终端和分配坐席的系统，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，能够有效提高用户满意度。

Description

分配坐席的方法、CTI设备、终端和分配坐席的系统 技术领域
本发明实施例涉及通信领域，并且更具体地，涉及一种分配坐席的方法、CTI设备、终端和分配坐席的系统。
背景技术
联络中心尤其是电话呼入型联络中心的特点是接听用户来电，为用户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。联络中心通常利用计算机通讯技术，处理来自企业、顾客的电话垂询，尤其具备同时处理大量来话的能力，还具备主叫号码显示，可将来电自动分配给具备相应技能的人员处理，并能记录和储存所有来话信息。一个典型的以客户服务为主的联络中心可以处理顾客的信息查询、咨询、投诉等业务的同时，可以进行顾客回访、满意度调查等呼出业务。
目前，一般通过计算机电话集成(Computer telephony integration，简称为“CTI”)设备基于用户信息数据库针对用户的服务请求为用户分配相应的坐席以对其提供服务。用户在进行投诉等业务时，可能会针对同一业务发起多次请求，并期望由同一坐席为其多次请求提供服务，该多次请求的发送方式也可能不同。例如，用户A首次通过电话方式向CTI设备投诉某项业务，CTI设备为用户A分配坐席B以对其提供服务，之后，用户A通过QQ方式再次向CTI设备投诉与前次电话投诉相同的业务，期望还是坐席B为其提供服务。但是，当CTI设备在用户信息数据库中查询不到用户A的QQ账号等相关信息时，就无法识别出接收到的QQ投诉为用户A的投诉，可能会为用户A的QQ投诉分配不同于坐席B的其他坐席为其提供服务，会影响用户满意度。另一方面，要实现为用户A的QQ方式的投诉分配对前次电话投诉提供服务的坐席B，需要事先在用户信息数据库中添加用户A的电话号码和QQ账号等相关信息，考虑到联络中心的用户接入量很大，且每个用户可能采取的发送方式会有很多种，要把所有用户的所有发送方式都添加到用户信息数据库，对用户信息数据库的信息丰富度有很高的要求。
因此，现有分配坐席的方法，不能兼顾用户满意度和维护用户信息数据库丰富度的高要求。
发明内容
本发明实施例提供一种分配坐席的方法、CTI设备、终端和分配坐席的系统，能够在不依赖于用户信息数据库的丰富度的情况下，为用户高效分配所期望的坐席，能够有效提高用户满意度。
第一方面，提供了一种分配坐席的方法，该方法包括：接收终端发送的第一服务请求，该第一服务请求用于请求坐席的服务；根据该第一服务请求，为该终端分配第一坐席；确定用于指示该第一坐席的第一标识信息；向该终端发送该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
结合第一方面，在第一方面的第一种可能的实现方式中，该方法还包括：将该第一标识信息添加到记录信息表的表项中，该记录信息表用于匹配该终端发送的服务请求中携带的标识信息。
结合第一方面的第一种可能的实现方式，在第一方面的第二种可能的实现方式中，该方法还包括：接收该终端的第二服务请求，该第二服务请求携带第二标识信息；当确定该第二标识信息在该记录信息表中的匹配项为该第一标识信息时，为该终端分配该第一标识信息所指示的该第一坐席。
结合第一方面的第一种可能的实现方式，在第一方面的第三种可能的实现方式中，该方法还包括：接收该终端的第三服务请求，该第三服务请求携带第三标识信息；当确定该第三标识信息在该记录信息表中无匹配项时，根据该第三服务请求，为该终端分配第二坐席；确定用于指示该第二坐席的第四标识信息，并将该第四标识信息添加到该记录信息表的表项中；向该终端发送该第四标识信息，以便于该终端在下次服务请求中通过携带该第四标识信息来请求该第二坐席的服务。
结合第一方面的第一种至第三种可能的实现方式中的任一种可能的实现方式，在第一方面的第四种可能的实现方式中，该方法还包括：当确定该记录信息表的表项中的第五标识信息的保存时长超过预设阈值时，删除该第五标识信息。
结合第一方面或第一方面的第一种至第四种可能的实现方式中的任一种 可能的实现方式，在第一方面的第五种可能的实现方式中，该方法还包括：向该终端发送第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席的服务。
结合第一方面的第二种可能的实现方式，在第一方面的第六种可能的实现方式中，该第一标识信息还用于指示该第一服务请求，在该为该终端分配该第一标识信息所指示的该第一坐席之后，该方法还包括，向该第一坐席的坐席终端转发该第二服务请求，以便于该坐席终端根据该第二服务请求中的该第一标识信息将该第二服务请求关联到该第一坐席根据该第一服务请求所提供的服务。
结合第一方面的第六种可能的实现方式，在第一方面的第七种可能的实现方式中，该第一服务请求为语音呼叫请求，该确定用于指示该第一坐席的第一标识信息，包括：将该终端与该坐席终端之间的根据该语音呼叫请求建立的通话的会话标识信息确定为该第一标识信息。
第二方面，提供了一种分配坐席的方法，该方法包括：终端向计算机电话集成CTI设备发送第一服务请求，该第一服务请求用于请求坐席的服务；该终端接收该CTI设备分配的第一坐席根据该第一服务请求发送的第一服务响应；该终端接收该CTI设备发送的第一标识信息，该第一标识信息用于指示该第一坐席，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
结合第二方面，在第二方面的第一种可能的实现方式中，该方法还包括：该终端向该CTI设备发送第二服务请求，该第二服务请求携带该第一标识信息，以便于该CTI设备根据该第一标识信息为该终端分配该第一坐席；该终端接收该第一坐席根据该第二服务请求发送的第二服务响应。
结合第二方面或第二方面的第一种可能的实现方式，在第二方面的第二种可能的实现方式中，该方法还包括：该终端接收该CTI设备发送的第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席的服务。
第三方面，提供了一种CTI设备，该CTI设备包括：接收模块，用于接收终端发送的第一服务请求，该第一服务请求用于请求坐席的服务；分配模 块，用于根据该接收模块接收的该第一服务请求，为该终端分配第一坐席；确定模块，用于确定用于指示该分配模块分配的该第一坐席的第一标识信息；发送模块，用于向该终端发送该确定模块确定的该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
结合第三方面，在第三方面的第一种可能的实现方式中，该CTI设备还包括：添加模块，用于将该确定模块确定的该第一标识信息添加到记录信息表的表项中，该记录信息表用于匹配该终端发送的服务请求中携带的标识信息。
结合第三方面的第一种可能的实现方式，在第三方面的第二种可能的实现方式中，该接收模块还用于，接收该终端的第二服务请求，该第二服务请求携带第二标识信息；该分配模块还用于，当确定该第二标识信息在该记录信息表中的匹配项为该第一标识信息时，为该终端分配该第一标识信息所指示的该第一坐席。
结合第三方面的第一种可能的实现方式，在第三方面的第三种可能的实现方式中，该接收模块还用于，接收该终端的第三服务请求，该第三服务请求携带第三标识信息；该分配模块还用于，当确定该第三标识信息在该记录信息表中无匹配项时，根据该第三服务请求，为该终端分配第二坐席；该确定模块还用于，确定用于指示该第二坐席的第四标识信息，并将该第四标识信息添加到该记录信息表的表项中；该发送模块还用于，向该终端发送该第四标识信息，以便于该终端在下次服务请求中通过携带该第四标识信息来请求该第二坐席的服务。
结合第三方面的第一种至第三种可能的实现方式中的任一种可能的实现方式，在第三方面的第四种可能的实现方式中，该CTI设备还包括：删除模块，用于当确定该记录信息表的表项中的第五标识信息的保存时长超过预设阈值时，删除该第五标识信息。
结合第三方面或第三方面的第一种至第四种可能的实现方式中的任一种可能的实现方式，在第三方面的第五种可能的实现方式中，该发送模块还用于，向该终端发送第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席的服务。
结合第三方面的第二种可能的实现方式，在第三方面的第六种可能的实 现方式中，该确定模块确定的该第一标识信息还用于指示该第一服务请求，该发送模块还用于，在该分配模块为该终端分配该第一标识信息所指示的该第一坐席之后，向该第一坐席的坐席终端转发该第二服务请求，以便于该坐席终端根据该第二服务请求中的该第一标识信息将该第二服务请求关联到该第一坐席根据该第一服务请求所提供的服务。
结合第三方面的第六种可能的实现方式，在第三方面的第七种可能的实现方式中，该接收模块接收的该第一服务请求为语音呼叫请求，该确定模块具体用于，将该终端与该坐席终端之间的根据该语音呼叫请求建立的通话的会话标识信息确定为该第一标识信息。
第四方面，提供了一种终端，该终端包括：发送模块，用于向计算机电话集成CTI设备发送第一服务请求，该第一服务请求用于请求坐席的服务；接收模块，用于接收该CTI设备分配的第一坐席根据该第一服务请求发送的第一服务响应；该接收模块还用于，接收该CTI设备发送的第一标识信息，该第一标识信息用于指示该第一坐席，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
结合第四方面，在第四方面的第一种可能的实现方式中，该发送模块还用于，向该CTI设备发送第二服务请求，该第二服务请求携带该第一标识信息，以便于该CTI设备根据该第一标识信息为该分配该第一坐席；该接收模块还用于，接收该第一坐席根据该第二服务请求发送的第二服务响应。
结合第四方面或第四方面的第一种可能的实现方式，在第四方面的第二种可能的实现方式中，该接收模块还用于，接收该CTI设备发送的第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席的服务。
第五方面，本发明实施例提供一种分配坐席的系统，系统包括计算机电话集成CTI设备和坐席终端，该CTI设备可以为本发明任一实施例中的CTI设备，该坐席终端为该CTI设备分配的坐席所对应的坐席终端。
综上所述，本发明实施例的分配坐席的方法、CTI设备、终端和分配坐席的系统，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分 配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
附图说明
为了更清楚地说明本发明实施例的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本发明的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动性的前提下，还可以根据这些附图获得其他的附图。
图1示出了本发明实施例的分配坐席的方法的示意性流程图。
图2示出了本发明另一实施例的分配坐席的方法的示意性流程图。
图3示出了本发明再一实施例的分配坐席的方法的示意性流程图。
图4示出了本发明再一实施例的分配坐席的方法的示意性流程图。
图5示出了本发明实施例的CTI设备的示意性框图。
图6示出了本发明实施例的终端的示意性框图。
图7示出了本发明另一实施例提供的一种CTI设备的示意性框图。
图8示出了本发明另一实施例提供的一种终端的示意性框图。
图9示出了本发明实施例提供的一种分配坐席的系统的示意性框图。
具体实施方式
下面将结合本发明实施例中的附图，对本发明实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例是本发明一部分实施例，而不是全部的实施例。基于本发明中的实施例，本领域普通技术人员在没有作出创造性劳动前提下所获得的所有其他实施例，都属于本发明保护的范围。
图1示出了本发明实施例的一种分配坐席的方法100，该方法100例如可以由计算机电话集成(Computer telephony integration，简称为“CTI”)设备执行，如图1所示，该方法100包括：
S110，接收终端发送的第一服务请求，该第一服务请求用于请求坐席的服务；
S120，根据该第一服务请求，为该终端分配第一坐席；
S130，确定用于指示该第一坐席的第一标识信息；
S140，向该终端发送该第一标识信息，以便于该终端在下次服务请求中 通过携带该第一标识信息来请求该第一坐席的服务。
CTI设备为终端的第一服务请求分配第一坐席，并确定用于指示该第一坐席的第一标识信息；通过向该终端发送该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务，相应地，当CTI设备在下次服务请求中检测到该第一标识信息时，可以为该终端分配该第一坐席。
因此，本发明实施例的分配坐席的方法，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
在S120中，CTI设备根据该第一服务请求，为该终端分配第一坐席，具体地，例如该第一服务请求为电话呼叫，CTI设备查询不到该终端的历史呼叫记录，可以为该第一服务请求分配当前电话业务空闲的第一坐席。
在S130中，确定用于指示该第一坐席的第一标识信息，具体地，该第一标识信息可以直接指示该第一坐席，例如直接将该第一坐席的工号确定为该第一标识信息；该第一标识信息还可以间接指示该第一坐席，例如该第一标识信息与该第一坐席的工号相关联，例如下文中表1中所示的，标识信息D1与坐席标识A1(例如坐席工号)位于同一列，即表明该标识信息ID指示坐席标识A1所对应的坐席。
具体地，该第一标识信息还可以用于指示该终端发送的第一服务请求，具体地，可以指示该终端与该第一坐席的坐席终端之间进行通信的相关信息。具体地，例如当该第一服务请求为语音呼叫请求时，可以将该终端与该坐席终端之间的根据该语音呼叫请求建立的通话的会话标识信息确定为该第一标识信息，在该终端与该坐席终端之间通过会话初始化协议(Session Initiation Protocol，简称为“SIP”)建立该通话时，该会话标识信息可以为Session ID；再例如，当该第一服务请求为以QQ方式发送的服务请求，可以将该终端与该第一坐席之间进行QQ聊天的相关信息确定为该第一标识信息，具体地，例如可以将该终端的QQ账号作为该第一标识信息；再例如，当该第一服务请求为以邮件方式发送的服务请求时，可以将该终端与该第一坐席之间的往来邮件的相关信息确定为该第一标识信息，具体地，可以将终端发送请求所 用的邮箱地址确定为该第一标识信息。
可选地，在本发明实施例中，该第一服务请求为语音呼叫请求，
该确定用于指示该第一坐席的第一标识信息，包括：
将该终端与该坐席终端之间的根据该语音呼叫请求建立的通话的会话标识信息确定为该第一标识信息。
具体地，例如在该终端与该坐席终端之间通过会话初始化协议(Session Initiation Protocol，简称为“SIP”)建立该通话时，该会话标识信息可以为Session ID。
应理解，当该第一标识信息还用于指示该终端发送的第一服务请求时，具体地用于指示该终端与该第一坐席之间进行通信的相关信息时，能够使第一坐席在为终端的下次服务请求提供服务时，如果在服务请求中检测到该第一标识信息，可以根据该第一标识信息将该下次服务请求关联到该第一坐席对该第一服务请求提供的服务上，能够有效提高用户满意度，下文将进行详细说明。
还应理解，该第一标识信息的确定方法可以有很多种，只要该第一标识信息能够指示该第一坐席即可，本发明实施例对此不作限定。
在S140中，CTI设备向该终端发送该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务，此外，CTI设备还可以向终端发送用于指示发送方式的信息，以便于终端根据CTI设备所提供的发送方式发送下次服务请求。
在本发明实施例中，可选地，该方法100还包括：
向该终端发送第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席的服务。
具体地，该至少一种发送方式可以是电话呼叫、邮件发送、网页在线聊天或者社交网络等通信方式，本发明实施例对此不作限定，例如该第一消息中包括一个电话号码或者邮箱地址或者网页地址等，对应地，终端可以通过电话呼叫方式或者发邮件的方式或者网页在线聊天的方式向CTI设备发送下一次服务请求。
应理解，CTI设备可以同时发送该第一标识信息和该用于指示至少一种发送方式的第一消息，具体地，还可以将该第一标识信息与该至少一种发送 方式合并为一个指示信息后一起发送，例如该第一标识信息为“11”，该至少一种发送方式包括电话呼叫和发送邮件，相应地，该指示信息例如可以包括为一个分机号为11的电话号码和一个地址里包括11的邮箱地址，具体地，例如190000-11和abc11@center.com，其中，190000为联络中心的接入号码。对应地，当该终端通过拨打190000-11来请求坐席服务时，使得该服务请求携带了该第一标识信息“11”；当终端通过向abc11@center.com发送请求服务的请求时，也使得该服务请求携带了该第一标识信息“11”。此外，当至少一种发送方式包括网页在线聊天时，该指示信息可以包括一个可以在线聊天的网页地址，该网页地址中包括该第一标识信息“11”，或者是该网页地址对应的网页上包括有该第一标识信息“11”，对应地，当该终端通过网页地址对应的在线聊天窗口发送服务请求时，也使得该服务请求携带了该第一标识信息“11”。通过向终端发送包含有标识信息和发送方式的指示信息，能够使用户快捷地发送携带有标识信息的服务请求，使得可以更好地为用户提供分配同一坐席的服务，能够有效提高用户满意度。
应理解，将该第一标识信息与该至少一种发送方式合并为一个指示信息，其中，该第一标识信息与该至少一种发送方式的合并方式可以有很多种方式，本发明实施例对此不作限定，只要使得终端根据该指示信息中包括的任何一种发送方式发送服务请求时，都能携带该第一标识信息即可。
还应理解，该CTI设备可以通过多种发送方法向该用户设备发送该第一标识信息和第一消息，例如短消息发送、电子邮件发送等方式，本发明实施例对此不作限定。
因此，本发明实施例的分配坐席的方法，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
在确定用于指示该第一坐席的第一标识信息后，可以将该第一标识信息添加到记录信息表的表项中，以便于利用该记录信息表识别和匹配终端的下次服务请求中携带的标识信息，从而可以根据识别出的标识信息为用户分配所期望的坐席。
在本发明实施例中，可选地，该方法100还包括：
将该第一标识信息添加到记录信息表的表项中，该记录信息表用于匹配该终端发送的服务请求中的标识信息。
具体地，该记录信息表可以如表1所示。
表1
Figure PCTCN2014089861-appb-000001
如表1所示，第一行记录的是发送服务请求的终端的相关信息，例如可以是终端所属用户的姓名、身份证号码或者手机号码等等，本发明实施例对此不作限定；第二行记录了CTI设备根据终端的服务请求所确定的标识信息，即该标识信息与CTI设备向终端发送的标识信息相同；第三行记录的是标识信息所指示的坐席的坐席标识，例如可以是坐席的工号、手机号或姓名等，本发明实施例对此不作限定，只要该坐席标识能够指示对应的坐席即可；第四行记录的服务请求的起始时间，具体地指CTI设备接收服务请求的时间，第五行记录的是标识信息的有效截止时间，该有效截止时间由起始时间和保存时长P构成，该有效截止时间指示当某一标识信息的保存时间超过保存时长P时，可以将该标识信息以及与该标识信息同一列的信息一并删除；第六行和第七行分别记录的服务请求的主叫标识和被叫标识，具体地，例如当终端通过电话方式发起服务请求时，该主叫标识为该终端的电话号码，对应地被叫标识为联络中心的接入号码；再例如，当终端通过邮件发起服务请求时，该主叫标识为该终端的邮箱地址，对应地被叫标识为该终端的邮件发送地址，例如可以是联络中心的服务邮箱；再例如，终端采用发微信的方式发起服务请求，对应的主叫标识为该终端的微信号，对应地，该被叫标识可以为联络 中心的官方微信号。应理解，当终端是通过其他发送方式发起服务请求，对应的主叫标识为该终端所采用的其他发送方式对应的主叫标识，对应地，该被叫标识为该终端所采用的其他发送方式对应的被叫标识。
应理解，表1中第五行记录的该保存时长P可以预先配置，即CTI设备可以通过设置保存时长P来确定对同一用户提供同一坐席服务的有效时长。例如保存时长P设置为一周，例如标识信息ID1的保存时长超过一周时，将该标识信息ID1以及与该标识信息ID1同一列的信息从表1中删除。
在本发明实施例中，可选地，该方法100还包括：
当确定该记录信息表的表项中的第五标识信息的保存时长超过预设阈值时，删除该第五标识信息。
应理解，上述的第五标识信息可以是记录信息表的表项中的任何标识信息。
因此，本发明实施例的分配坐席的方法，通过设置对同一用户提供同一坐席服务的有效时长，能够有效控制记录信息表的信息量，有助于对该记录信息表的维护。
还应理解，表1只是示出了该记录信息表的一种实施例，该记录信息表还可以是其他形式，本发明实施例对此不作限定。还应理解，该记录信息表的表项中具体记录的信息也可以根据实际情况具体排布和设置，只要能够使得通过该记录信息表可以匹配识别出终端发送的服务请求中携带的标识信息即可，在本发明实施例中，表1不构成对记录信息表的限定。例如当标识信息直接为坐席标识时，表1中的第三行可以删去。
在S140中，CTI设备向终端发送该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。具体地，当终端在下一次服务请求中携带该第一标识信息时，CTI设备可以为该终端分配第一标识信息所指示的坐席；
在本发明实施例中，可选地，该方法100还包括：
接收该终端的第二服务请求，该第二服务请求携带第二标识信息；
当确定该第二标识信息在该记录信息表中的匹配项为该第一标识信息时，根据该第二服务请求，为该终端分配该第一标识信息所指示的该第一坐席。
具体地，以记录信息表为表1为例，假如该第一标识信息为表1中所示 的标识信息ID1，该第一坐席为坐席标识A1所指示的坐席，当CTI设备检测到第二服务请求中携带的第二标识信息也为ID1时，将与ID1同一列的坐席指示标识A1所指示的第一坐席分配给该终端。
具体地，终端可以在接受第一坐席针对第一服务请求所提供的服务的同时，向CTI设备发送第二服务请求，该CTI设备根据第二服务请求所携带的第一标识信息为该终端分配当前正在服务的第一坐席。具体地如图2所示，在S11中，终端向CTI设备发送第一服务请求，该第一服务请求不携带任何标识信息；在S12中，CTI设备确定该第一服务请求没有历史呼叫记录，为该终端分配第一坐席，并确定用于指示该第一坐席的第一标识信息；在S13中，该CTI设备向该第一坐席的坐席终端(如图2所示的第一坐席终端，下文简称为第一坐席终端)发送第一请求消息，用于指示该第一坐席根据第一服务请求向该终端提供服务，该第一请求消息可以是直接是终端的第一服务请求，即CTI设备可以直接将终端的第一服务请求转发给第一坐席终端；在S14中，该第一坐席终端向CTI设备发送第一响应消息，用于指示第一坐席同意根据第一服务请求向该终端提供服务；在S15中，CTI设备终端发送第一服务响应，用于通知终端等待第一坐席提供服务；在S16中，第一坐席根据第一服务请求为终端提供服务；在S17中，CTI设备向终端发送该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务；在S18中，该终端在接受第一坐席的服务的同时，向CTI设备发送第二服务请求，且该第二服务请求携带该第一标识信息，用于请求第一坐席的服务；在S19中，CTI设备确定记录信息表中存在该第一标识信息，即将为该终端的第二服务请求分配当前正在为该终端提供服务的第一坐席；在S20中，CTI设备向该第一坐席终端发送第二请求消息，用于指示该第一坐席根据第二服务请求为终端提供服务，该第二请求消息也可以是直接是终端的第二服务请求，即CTI设备可以直接将终端的第二服务请求转发给第一坐席终端；在S21中，该第一坐席终端向CTI设备发送第二响应消息，用于指示第一坐席同意根据第二服务请求向该终端提供服务；在S22中，CTI设备向终端发送第二服务响应，用于通知终端等待第一坐席提供服务；在S23中，第一坐席根据第二服务请求为终端提供服务。
在S18中，该终端在接受第一坐席的服务的同时，向CTI设备发送第二服务请求，具体地，例如，在S11中，终端通过电话呼叫发起第一服务请求， 即在S16中，第一坐席通过电话方式为该终端提供服务。该终端可以在与第一坐席进行通话的同时，又以发邮件的形式发起第二服务请求，例如在S18中，终端向CTI设备的公共邮箱发邮件，且该邮件中携带有第一标识信息，用于指示再次请求第一坐席的服务；在S20中，CTI设备向该第一坐席发送的第二请求消息即指示该第一坐席给该终端回复邮件；在S23中，具体指的是该第一坐席在与该终端所述用户通电话的同时，回复该终端发送的邮件。
可选地，在本发明实施例中，该第一标识信息还用于指示该第一服务请求，
在该为该终端分配该第一标识信息所指示的该第一坐席之后，该方法还包括，
向该第一坐席的坐席终端转发该第二服务请求，以便于该坐席终端根据该第二服务请求中的该第一标识信息将该第二服务请求关联到该第一坐席根据该第一服务请求所提供的服务。
具体地，例如，在S11中，终端通过电话呼叫发起第一服务请求；在S12中CTI设备直接将该终端的主叫电话号码确定为第一标识信息；在S16中，第一坐席通过电话为终端提供服务；在S18中，终端向CTI设备的公共邮箱发邮件，且该邮件中携带有第一标识信息，用于指示再次请求第一坐席的服务；在S20中，CTI设备向第一坐席发送的用于指示第一坐席向终端回复邮件的第二请求消息里携带该第一标识信息，第一坐席可以根据该第一标识信息直接将该终端的第二服务请求(邮件请求)关联到S16中的电话服务上，在S23中，第一坐席可以根据S16中的电话服务，有针对性地或者更加准确地回复邮件。该第一坐席可以根据该第一标识信息，将终端的两次服务关联起来，为用户提供更加贴近用户需求的服务，能够有效提高用户满意度。
应理解，CTI设备可以采用多种方法向第一坐席终端发送第一标识信息，例如可以在第二请求消息里携带该第一标识信息，也可以直接将终端的第二服务请求转发给第一坐席终端，本发明实施例对此不作限定。
还应理解，例如，在S18中，终端向CTI设备的公共邮箱发邮件，且该邮件中携带有第一标识信息，用于指示再次请求第一坐席的服务，但是CTI设备检测到该第一坐席在邮件处理业务上处于忙碌状态，在这种情况下，CTI设备会将第二服务请求列入排队等待模式，直到该第一坐席在邮件处理业务上被释放成为空闲状态时，第一坐席才会去处理终端的邮件请求，这种情况 的处理方法为现有技术，为了简洁，这里不再赘述。
从图2可以看出，通过CTI设备向终端发送用于指示第一坐席的第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席，使得当该终端采用不同的发送方式发送用于请求该第一坐席服务的第二服务请求时，也可以根据第二服务请求所携带的标识信息，为该终端的第二服务请求分配该第一坐席。而在现有的依赖于用户信息数据库的分配坐席的方法中，只要将同一用户的所有发送方式以及相关信息都添加到用户信息数据库中时，才能实现当终端通过不同的发送方式请求同一坐席服务时，为用户分配所需的同一坐席，但是考虑到发起请求的用户量很大，且每个用户可以采用的发送方式也很多，要想满足所有用户的请求同一坐席服务的需求，对用户信息数据库的丰富度提高极大的要求和挑战。
因此，本发明实施例的分配坐席的方法，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
具体地，终端也可以在接受第一坐席针对第一服务请求所提供的服务之后，向CTI设备发送第二服务请求，该第二服务请求携带有第一标识信息，再次请求第一坐席的服务。具体地如图3所示，在S31中，终端向CTI设备发送第一服务请求，该第一服务请求不携带任何标识信息；在S32中，CTI设备确定该第一服务请求没有历史呼叫记录，为该终端分配第一坐席，并确定用于指示该第一坐席的第一标识信息；在S33中，该CTI设备向该第一坐席的坐席终端(如图3所示的第一坐席终端，下文简称为第一坐席终端)发送第一请求消息，用于指示该第一坐席根据第一服务请求向该终端提供服务，该第一请求消息可以是直接是终端的第一服务请求，即CTI设备可以直接将终端的第一服务请求转发给第一坐席终端；在S34中，该第一坐席终端向CTI设备发送第一响应消息，用于指示第一坐席同意根据第一服务请求向该终端提供服务；在S35中，CTI设备终端发送第一服务响应，用于通知终端等待第一坐席提供服务；在S36中，第一坐席根据第一服务请求为终端提供服务；在S37中，CTI设备向终端发送该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务；在S38中，终端 与第一坐席断开通信；在S39中，向CTI设备发送第二服务请求，且该第二服务请求携带该第一标识信息，用于请求第一坐席的服务；在S40中，CTI设备确定记录信息表中存在该第一标识信息，即将为该终端的第二服务请求分配该第一标识信息所指示的第一坐席；在S41中，CTI设备向该第一坐席终端发送第二请求消息，用于指示该第一坐席根据第二服务请求为终端提供服务，该第二请求消息也可以是直接是终端的第二服务请求，即CTI设备可以直接将终端的第二服务请求转发给第一坐席终端；在S42中，该第一坐席终端向CTI设备发送第二响应消息，用于指示第一坐席同意根据第二服务请求向该终端提供服务；在S43中，CTI设备向终端发送第二服务响应，用于通知终端等待第一坐席提供服务；在S44中，第一坐席根据第二服务请求为终端提供服务。
应理解，在图3所示的情形中，终端发送第一服务请求的发送方式可以与发送第二服务请求的发送方式不同，也可以相同。
因此，本发明实施例的分配坐席的方法，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
在S140中，CTI设备向终端发送该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。但是如果当接收到携带有该第一标识信息的服务请求时，该第一标识信息的保存时长已经超过预设阈值，已从记录信息表中删除，即在记录信息表中查询不到该服务请求所携带的标识信息的匹配项，这种情况下，CTI设备会为该终端的服务请求分配新的坐席，下文将详细说明。
在本发明实施例中，可选地，该方法100还包括：
接收该终端的第三服务请求，该第三服务请求携带第三标识信息；
当确定该第三标识信息在该记录信息表中无匹配项时，根据该第三服务请求，为该终端分配第二坐席；
确定用于指示该第二坐席的第四标识信息，并将该第四标识信息添加到该记录信息表的表项中；
向该终端发送该第四标识信息，以便于该终端在下次服务请求中通过携 带该第四标识信息来请求该第二坐席的服务。
当CTI设备在记录信息表中查不到与该第三服务请求携带第三标识信息相匹配的标识信息时，可以根据高第三服务请求的发送方式，为该终端分配当前在对应发送方式处于空闲的第二坐席，并确定用于指示该第二坐席的第四标识信息，并将该第四标识信息添加到记录信息表中，向该终端发送该第四标识信息，以便于该终端在下次服务请求中通过携带该第四标识信息来请求该第二坐席的服务。
具体地，例如，终端通过发邮件的方式向CTI设备发送服务请求，该服务请求中携带标识信息，但是CTI设备在记录信息表中查询不到该标识信息对应的匹配项，可以为该终端分配一个当前在邮件业务上空闲的坐席C为该终端提供服务，并确定一个用于指示该坐席C的标识信息IDx，向终端发送该标识信息IDx，以便于该终端通过在下次服务请求中携带该标识信息IDx来请求坐席C的服务，同时将该标识信息IDx添加到记录信息表中。当该终端在下次服务请求中携带该标识信息IDx，且标识信息IDx在记录信息表中还有效，CTI设备根据该标识信息IDx为该终端分配坐席C的流程与图2和图3所示一致，为了简洁，这里不再赘述。
应理解，在本发明的各种实施例中，上述各过程的序号的大小并不意味着执行顺序的先后，各过程的执行顺序应以其功能和内在逻辑确定，而不应对本发明实施例的实施过程构成任何限定。
因此，本发明实施例的分配坐席的方法，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
上文中结合图1至图3，从CTI设备的角度详细描述了根据本发明实施例的分配坐席的方法，下面将结合图4，从终端的角度描述根据本发明实施例的分配坐席的方法。
如图4所示，本发明实施例的分配坐席的方法200，例如可以由终端执行，该方法200包括：
S210，向计算机电话集成CTI设备发送第一服务请求，该第一服务请求用于请求坐席的服务；
S220，接收该CTI设备分配的第一坐席根据该第一服务请求发送的第一服务响应；
S230，接收该CTI设备发送的第一标识信息，该第一标识信息用于指示该第一坐席，以便于终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
终端请求到CTI设备为其分配的第一坐席后，接收CTI设备发送的第一标识信息，以便于终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席。当该终端的用户计划再次请求同一坐席，即该第一坐席时，可以在下次服务请求中携带该第一标识信息。
因此，本发明实施例的分配坐席的方法，通过接收CTI设备发送用于指示本次分配的坐席的标识信息，可以在下次服务请求中通过携带该标识信息再次请求本次分配的坐席的服务，能够有效提高用户满意度。
当该终端需要请求同一坐席时，可以在下次服务请求中携带该第一标识信息，以便于CTI设备为其分配该第一坐席；当不需要请求同一坐席时，可以在下次服务请求中不携带该第一标识信息，CTI设备会为其随机分配坐席，下文将详细说明。
在本发明实施例中，可选地，该方法200还包括：
该终端向该CTI设备发送第二服务请求，该第二服务请求携带该第一标识信息，以便于该CTI设备根据该第一标识信息为该终端分配该第一坐席；
该终端接收该第一坐席根据该第二服务请求发送的第二服务响应。
具体地，分为如图2和图3所示的两种情况，在图2中，终端可以在接受第一坐席的服务的同时，向CTI设备发送用于请求该第一坐席服务的第二服务请求；在图3中，终端可以在接受第一坐席的服务后，向CTI设备发送用于请求该第一坐席服务的第二服务请求，具体描述与分配坐席的方法100中的描述一致，为了简洁，这里不再赘述。
因此，本发明实施例的分配坐席的方法，通过接收CTI设备发送用于指示本次分配的坐席的标识信息，可以在下次服务请求中通过携带该标识信息再次请求本次分配的坐席的服务，能够有效提高用户满意度。
在本发明实施例中，可选地，该方法200还包括：
接收该CTI设备发送的第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发 送下次服务请求以请求该第一坐席的服务。
具体地，该至少一种发送方式可以是电话呼叫、邮件发送、网页在线聊天或者社交网络等通信方式，本发明实施例对此不作限定，例如该第一消息中包括一个电话号码或者邮箱地址或者网页地址等，对应地，终端可以通过电话呼叫方式或者发邮件的方式或者网页在线聊天的方式向CTI设备发送下一次服务请求。
应理解，终端可以同时接收该第一标识信息和该用于指示至少一种发送方式的第一消息，具体地，还可以直接接收一个将该第一标识信息与该至少一种发送方式合并后的指示信息，例如该第一标识信息为“11”，该至少一种发送方式包括电话呼叫和发送邮件，相应地，该指示信息例如可以包括为一个分机号为11的电话号码和一个地址里包括11的邮箱地址，具体地，例如190000-11和abc11@center.com，其中，190000为联络中心的接入号码。对应地，该终端可以通过拨打190000-11来请求坐席服务时，使得该服务请求携带了该第一标识信息“11”；终端可以通过向abc11@center.com发送请求服务的请求时，也使得该服务请求携带了该第一标识信息“11”。此外，当至少一种发送方式包括网页在线聊天时，该指示信息可以包括一个可以在线聊天的网页地址，该网页地址中包括该第一标识信息“11”，或者是该网页地址对应的网页上包括有该第一标识信息“11”，对应地，终端可以通过该网页地址对应的在线聊天窗口发送服务请求，也使得该服务请求携带了该第一标识信息“11”。
应理解，在本发明的各种实施例中，上述各过程的序号的大小并不意味着执行顺序的先后，各过程的执行顺序应以其功能和内在逻辑确定，而不应对本发明实施例的实施过程构成任何限定。
因此，本发明实施例的分配坐席的方法，通过接收CTI设备发送用于指示本次分配的坐席的标识信息，可以在下次服务请求中通过携带该标识信息再次请求本次分配的坐席的服务，能够有效提高用户满意度。
上文中结合图1至图4，详细描述了根据本发明实施例的分配坐席的方法，下面将结合图5和图6，详细描述根据本发明实施例的CTI设备和终端。
图5示出了根据本发明实施例的CTI设备300的示意性框图。如图5所示，该CTI设备300包括：
接收模块310，用于接收终端发送的第一服务请求，该第一服务请求用 于请求坐席的服务；
分配模块320，用于根据该接收模块接收的该第一服务请求，为该终端分配第一坐席；
确定模块330，用于确定用于指示该分配模块分配的该第一坐席的第一标识信息；
发送模块340，用于向该终端发送该确定模块确定的该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
因此，本发明实施例的CTI设备，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
在本发明实施例中，可选地，该CTI设备300还包括：
添加模块350，用于将该确定模块确定的该第一标识信息添加到记录信息表的表项中，该记录信息表用于匹配该终端发送的服务请求中携带的标识信息。
在本发明实施例中，可选地，该接收模块还用于，接收该终端的第三服务请求，该第三服务请求携带第三标识信息；
该分配模块还用于，当确定该第三标识信息在该记录信息表中无匹配项时，根据该第三服务请求，为该终端分配第二坐席；
该确定模块还用于，确定用于指示该第二坐席的第四标识信息，并将该第四标识信息添加到该记录信息表的表项中；
该发送模块还用于，向该终端发送该第四标识信息，以便于该终端在下次服务请求中通过携带该第四标识信息来请求该第二坐席的服务。
在本发明实施例中，可选地，该CTI设备300还包括：
删除模块360，用于当确定该记录信息表的表项中的第五标识信息的保存时长超过预设阈值时，删除该第五标识信息。
在本发明实施例中，可选地，该发送模块还用于，向该终端发送第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席 的服务。
在本发明实施例中，可选地，该确定模块确定的该第一标识信息还用于指示该第一服务请求，
该发送模块还用于，在该分配模块为该终端分配该第一标识信息所指示的该第一坐席之后，向该第一坐席的坐席终端转发该第二服务请求，以便于该坐席终端根据该第二服务请求中的该第一标识信息将该第二服务请求关联到该第一坐席根据该第一服务请求所提供的服务。
在本发明实施例中，可选地，该接收模块接收的该第一服务请求为语音呼叫请求，
该确定模块具体用于，将该终端与该坐席终端之间的根据该语音呼叫请求建立的通话的会话标识信息确定为该第一标识信息。
应理解，根据本发明实施例的CTI设备300可对应于本发明实施例的分配坐席的方法中的CTI设备，并且CTI设备300中的各个模块的上述和其它操作和/或功能分别为了实现图1至图4中的各个方法的相应流程，为了简洁，在此不再赘述。
因此，本发明实施例的CTI设备，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
上文中结合图5，详细描述了根据本发明实施例的用户设备，下面将结合图6，详细描述根据本发明实施例的终端400。
图6示出了根据本发明实施例的终端400的示意性框图。该终端400包括：
发送模块410，用于向计算机电话集成CTI设备发送第一服务请求，该第一服务请求用于请求坐席的服务；
接收模块420，用于接收该CTI设备分配的第一坐席根据该第一服务请求发送的第一服务响应；
该接收模块420还用于，接收该CTI设备发送的第一标识信息，该第一标识信息用于指示该第一坐席，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
因此，本发明实施例的终端，通过接收CTI设备发送用于指示本次分配的坐席的标识信息，可以在下次服务请求中通过携带该标识信息再次请求本次分配的坐席的服务，能够有效提高用户满意度。
在本发明实施例中，可选地，该发送模块还用于，向该CTI设备发送第二服务请求，该第二服务请求携带该第一标识信息，以便于该CTI设备根据该第一标识信息为该分配该第一坐席；
该接收模块还用于，接收该第一坐席根据该第二服务请求发送的第二服务响应。
在本发明实施例中，可选地，该接收模块还用于，接收该CTI设备发送的第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席的服务。
应理解，根据本发明实施例的终端400可对应于本发明实施例的分配坐席的方法中的CTI设备，并且终端400中的各个模块的上述和其它操作和/或功能分别为了实现图1至图4中的各个方法的相应流程，为了简洁，在此不再赘述。
因此，本发明实施例的终端，通过接收CTI设备发送用于指示本次分配的坐席的标识信息，可以在下次服务请求中通过携带该标识信息再次请求本次分配的坐席的服务，能够有效提高用户满意度。
如图7所示，本发明实施例还提供了一种CTI设备500，该CTI设备500包括处理器510、存储器520、总线系统530、接收器540和发送器550。其中，处理器510、存储器520、接收器540和发送器550通过总线系统530相连，该存储器520用于存储指令，该处理器510用于执行该存储器520存储的指令，以控制接收器540接收信号，并控制发送器550发送信号。其中，接收器540，用于接收终端发送的第一服务请求，该第一服务请求用于请求坐席的服务；处理器510，用于根据该接收器540接收的该第一服务请求，为该终端分配第一坐席；处理器510，用于确定用于指示该第一坐席的第一标识信息；发送器550，用于向该终端发送该处理器510确定的该第一标识信息，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
因此，本发明实施例的CTI设备，通过向终端发送用于指示为该终端本 次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
应理解，在本发明实施例中，该处理器510可以是中央处理单元(Central Processing Unit，简称为“CPU”)，该处理器510还可以是其他通用处理器、数字信号处理器(DSP)、专用集成电路(ASIC)、现成可编程门阵列(FPGA)或者其他可编程逻辑器件、分立门或者晶体管逻辑器件、分立硬件组件等。通用处理器可以是微处理器或者该处理器也可以是任何常规的处理器等。
该存储器520可以包括只读存储器和随机存取存储器，并向处理器510提供指令和数据。存储器520的一部分还可以包括非易失性随机存取存储器。例如，存储器520还可以存储设备类型的信息。
该总线系统530除包括数据总线之外，还可以包括电源总线、控制总线和状态信号总线等。但是为了清楚说明起见，在图中将各种总线都标为总线系统530。
在实现过程中，上述方法的各步骤可以通过处理器510中的硬件的集成逻辑电路或者软件形式的指令完成。结合本发明实施例所公开的方法的步骤可以直接体现为硬件处理器执行完成，或者用处理器中的硬件及软件模块组合执行完成。软件模块可以位于随机存储器，闪存、只读存储器，可编程只读存储器或者电可擦写可编程存储器、寄存器等本领域成熟的存储介质中。该存储介质位于存储器520，处理器510读取存储器520中的信息，结合其硬件完成上述方法的步骤。为避免重复，这里不再详细描述。
可选地，作为一个实施例，处理器510，用于将该第一标识信息添加到记录信息表的表项中，该记录信息表用于匹配该终端发送的服务请求中携带的标识信息。
可选地，作为一个实施例，该接收器540还用于，接收该终端的第二服务请求，该第二服务请求携带第二标识信息；该处理器510还用于，当确定该第二标识信息在该记录信息表中的匹配项为该第一标识信息时，为该终端分配该第一标识信息所指示的该第一坐席。
可选地，作为一个实施例，该接收器540还用于，接收该终端的第三服务请求，该第三服务请求携带第三标识信息；该处理器510还用于，当确定 该第三标识信息在该记录信息表中无匹配项时，根据该第三服务请求，为该终端分配第二坐席；该处理器510还用于，确定用于指示该第二坐席的第四标识信息，并将该第四标识信息添加到该记录信息表的表项中；该发送器550还用于，向该终端发送该第四标识信息，以便于该终端在下次服务请求中通过携带该第四标识信息来请求该第二坐席的服务。
可选地，作为一个实施例，处理器510，用于当确定该记录信息表的表项中的第五标识信息的保存时长超过预设阈值时，删除该第五标识信息。
可选地，作为一个实施例，该发送器550还用于，向该终端发送第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席的服务。
可选地，作为一个实施例，该处理器510确定的该第一标识信息还用于指示该第一服务请求，该发送器550还用于，在为该终端分配该第一标识信息所指示的该第一坐席之后，向该第一坐席的坐席终端转发该第二服务请求，以便于该坐席终端根据该第二服务请求中的该第一标识信息将该第二服务请求关联到该第一坐席根据该第一服务请求所提供的服务。
可选地，作为一个实施例，该接收器540接收的该第一服务请求为语音呼叫请求，该处理器510具体用于，将该终端与该坐席终端之间的根据该语音呼叫请求建立的通话的会话标识信息确定为该第一标识信息。
应理解，根据本发明实施例的CTI设备500可对应于本发明实施例的分配坐席的方法中的CTI设备，也可以对应于根据本发明实施例的CTI设备300，并且CTI设备500中的各个模块的上述和其它操作和/或功能分别为了实现图1至图4中的各个方法的相应流程，为了简洁，在此不再赘述。
因此，本发明实施例的CTI设备，通过向终端发送用于指示为该终端本次分配的坐席的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
如图8所示，本发明实施例还提供了一种终端600，该终端600包括处理器610、存储器620、总线系统630、接收器640和发送器650。其中，处理器610、存储器620、接收器640和发送器650通过总线系统630相连，该 存储器620用于存储指令，该处理器610用于执行该存储器620存储的指令，以控制接收器640接收信号，并控制发送器650发送信号。其中，发送器650，用于向计算机电话集成CTI设备发送第一服务请求，该第一服务请求用于请求坐席的服务；接收器640，用于接收该CTI设备分配的第一坐席根据该第一服务请求发送的第一服务响应；该接收器640还用于，接收该CTI设备发送的第一标识信息，该第一标识信息用于指示该第一坐席，以便于该终端在下次服务请求中通过携带该第一标识信息来请求该第一坐席的服务。
因此，本发明实施例的终端，通过接收CTI设备发送用于指示本次分配的坐席的标识信息，可以在下次服务请求中通过携带该标识信息再次请求本次分配的坐席的服务，能够有效提高用户满意度。
应理解，在本发明实施例中，该处理器610可以是中央处理单元(Central Processing Unit，简称为“CPU”)，该处理器610还可以是其他通用处理器、数字信号处理器(DSP)、专用集成电路(ASIC)、现成可编程门阵列(FPGA)或者其他可编程逻辑器件、分立门或者晶体管逻辑器件、分立硬件组件等。通用处理器可以是微处理器或者该处理器也可以是任何常规的处理器等。
该存储器620可以包括只读存储器和随机存取存储器，并向处理器610提供指令和数据。存储器620的一部分还可以包括非易失性随机存取存储器。例如，存储器620还可以存储设备类型的信息。
该总线系统630除包括数据总线之外，还可以包括电源总线、控制总线和状态信号总线等。但是为了清楚说明起见，在图中将各种总线都标为总线系统630。
在实现过程中，上述方法的各步骤可以通过处理器610中的硬件的集成逻辑电路或者软件形式的指令完成。结合本发明实施例所公开的方法的步骤可以直接体现为硬件处理器执行完成，或者用处理器中的硬件及软件模块组合执行完成。软件模块可以位于随机存储器，闪存、只读存储器，可编程只读存储器或者电可擦写可编程存储器、寄存器等本领域成熟的存储介质中。该存储介质位于存储器620，处理器610读取存储器620中的信息，结合其硬件完成上述方法的步骤。为避免重复，这里不再详细描述。
可选地，作为一个实施例，该发送器650还用于，向该CTI设备发送第二服务请求，该第二服务请求携带该第一标识信息，以便于该CTI设备根据该第一标识信息为该分配该第一坐席；该接收器640还用于，接收该第一坐 席根据该第二服务请求发送的第二服务响应。
可选地，作为一个实施例，该接收器640还用于，接收该CTI设备发送的第一消息，该第一消息包括用于指示至少一种发送方式的指示信息，该第一消息用于指示该终端根据该至少一种发送方式发送下次服务请求以请求该第一坐席的服务。
应理解，根据本发明实施例的终端600可对应于本发明实施例的分配坐席的方法中的终端，以及可以对应于根据本发明实施例的终端400，并且终端600中的各个模块的上述和其它操作和/或功能分别为了实现图1至图4中的各个方法的相应流程，为了简洁，在此不再赘述。
因此，本发明实施例的终端，通过接收CTI设备发送用于指示本次分配的坐席的标识信息，可以在下次服务请求中通过携带该标识信息再次请求本次分配的坐席的服务，能够有效提高用户满意度。
图9示出了本发明实施例提供的一种分配坐席的系统700的示意性框图，该系统700包括该系统包括计算机电话集成CTI设备710和坐席终端720，其中，CTI设备710可以为本发明任一实施例所述的CTI设备，坐席终端720可以为本发明任一实施例所述的CTI设备所分配的坐席所对应的坐席终端。
应理解，作为一个实施例，图9中示出了两个坐席终端，且各自与CTI设备710有对应关系，但本发明实施例并不局限于此。在实际应用场景中，坐席终端的数量可以大于两个；坐席终端之间也可以有相应的关系。
还应理解，图9为了统一标识，对坐席终端都用了一种标识720，但在实际应用场景中，分配坐席的系统700中的坐席终端可以为同一技术领域或业务类型的坐席终端；也可以为不同技术领域或业务类型的坐席终端；还可以分为不同的组，不同组的坐席终端为不同技术领域或业务类型的坐席终端；同组内的坐席终端为同一技术领域或业务类型的坐席终端，本发明实施例对此不作限定。
如图9所示，CTI设备710根据接收终端发送的用于请求坐席服务的服务请求，为该终端分配相应的坐席，该相应坐席所对应的坐席终端720根据CTI设备710的指示对终端的服务请求进行服务。其中，CTI设备710可以为本发明任一实施例所述的CTI设备，坐席终端720可以为本发明任一实施例所述的CTI设备所分配的坐席所对应的坐席终端。CTI设备710与坐席终端720的通信方法以及各自的模块划分、功能实现等可以参考前述实施例， 在此不再赘述。
因此，本发明实施例的分配坐席终端的系统，通过CTI设备向终端发送用于指示为该终端本次分配的坐席终端的标识信息，以便于终端在下次服务请求中通过携带该标识信息再次请求该坐席终端，当在下次服务请求中检测到该标识信息时，能够根据该标识信息高效地为该终端分配所要求的同一坐席终端，从而在不依赖于用户信息数据库的情况下，能够有效提高用户满意度。
另外，本文中术语“系统”和“网络”在本文中常被可互换使用。本文中术语“和/或”，仅仅是一种描述关联对象的关联关系，表示可以存在三种关系，例如，A和/或B，可以表示：单独存在A，同时存在A和B，单独存在B这三种情况。另外，本文中字符“/”，一般表示前后关联对象是一种“或”的关系。
应理解，在本发明的各种实施例中，上述各过程的序号的大小并不意味着执行顺序的先后，各过程的执行顺序应以其功能和内在逻辑确定，而不应对本发明实施例的实施过程构成任何限定。
本领域普通技术人员可以意识到，结合本文中所公开的实施例描述的各示例的单元及算法步骤，能够以电子硬件、或者计算机软件和电子硬件的结合来实现。这些功能究竟以硬件还是软件方式来执行，取决于技术方案的特定应用和设计约束条件。专业技术人员可以对每个特定的应用来使用不同方法来实现所描述的功能，但是这种实现不应认为超出本发明的范围。
所属领域的技术人员可以清楚地了解到，为描述的方便和简洁，上述描述的系统、装置和单元的具体工作过程，可以参考前述方法实施例中的对应过程，在此不再赘述。
在本申请所提供的几个实施例中，应该理解到，所揭露的系统、装置和方法，可以通过其它的方式实现。例如，以上所描述的装置实施例仅仅是示意性的，例如，所述单元的划分，仅仅为一种逻辑功能划分，实际实现时可以有另外的划分方式，例如多个单元或组件可以结合或者可以集成到另一个系统，或一些特征可以忽略，或不执行。另一点，所显示或讨论的相互之间的耦合或直接耦合或通信连接可以是通过一些接口，装置或单元的间接耦合或通信连接，可以是电性，机械或其它的形式。
所述作为分离部件说明的单元可以是或者也可以不是物理上分开的，作 为单元显示的部件可以是或者也可以不是物理单元，即可以位于一个地方，或者也可以分布到多个网络单元上。可以根据实际的需要选择其中的部分或者全部单元来实现本实施例方案的目的。
另外，在本发明各个实施例中的各功能单元可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以两个或两个以上单元集成在一个单元中。
所述功能如果以软件功能单元的形式实现并作为独立的产品销售或使用时，可以存储在一个计算机可读取存储介质中。基于这样的理解，本发明的技术方案本质上或者说对现有技术做出贡献的部分或者该技术方案的部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质中，包括若干指令用以使得一台计算机设备(可以是个人计算机，服务器，或者网络设备等)执行本发明各个实施例所述方法的全部或部分步骤。而前述的存储介质包括：U盘、移动硬盘、只读存储器(ROM，Read-Only Memory)、随机存取存储器(RAM，Random Access Memory)、磁碟或者光盘等各种可以存储程序代码的介质。
以上所述，仅为本发明的具体实施方式，但本发明的保护范围并不局限于此，任何熟悉本技术领域的技术人员在本发明揭露的技术范围内，可轻易想到变化或替换，都应涵盖在本发明的保护范围之内。因此，本发明的保护范围应以所述权利要求的保护范围为准。

Claims (23)

  1. 一种分配坐席的方法，其特征在于，包括：
    接收终端发送的第一服务请求，所述第一服务请求用于请求坐席的服务；
    根据所述第一服务请求，为所述终端分配第一坐席；
    确定用于指示所述第一坐席的第一标识信息；
    向所述终端发送所述第一标识信息，以便于所述终端在下次服务请求中通过携带所述第一标识信息来请求所述第一坐席的服务。
  2. 根据权利要求1所述的方法，其特征在于，所述方法还包括：
    将所述第一标识信息添加到记录信息表的表项中，所述记录信息表用于匹配所述终端发送的服务请求中携带的标识信息。
  3. 根据权利要求2所述的方法，其特征在于，所述方法还包括：
    接收所述终端的第二服务请求，所述第二服务请求携带第二标识信息；
    当确定所述第二标识信息在所述记录信息表中的匹配项为所述第一标识信息时，为所述终端分配所述第一标识信息所指示的所述第一坐席。
  4. 根据权利要求2所述的方法，其特征在于，所述方法还包括：
    接收所述终端的第三服务请求，所述第三服务请求携带第三标识信息；
    当确定所述第三标识信息在所述记录信息表中无匹配项时，根据所述第三服务请求，为所述终端分配第二坐席；
    确定用于指示所述第二坐席的第四标识信息，并将所述第四标识信息添加到所述记录信息表的表项中；
    向所述终端发送所述第四标识信息，以便于所述终端在下次服务请求中通过携带所述第四标识信息来请求所述第二坐席的服务。
  5. 根据权利要求2至4中任一项所述的方法，其特征在于，所述方法还包括：
    当确定所述记录信息表的表项中的第五标识信息的保存时长超过预设阈值时，删除所述第五标识信息。
  6. 根据权利要求1至5中任一项所述的方法，其特征在于，所述方法还包括：
    向所述终端发送第一消息，所述第一消息包括用于指示至少一种发送方式的指示信息，所述第一消息用于指示所述终端根据所述至少一种发送方式 发送下次服务请求以请求所述第一坐席的服务。
  7. 根据权利要求3所述的方法，其特征在于，所述第一标识信息还用于指示所述第一服务请求，
    在所述为所述终端分配所述第一标识信息所指示的所述第一坐席之后，所述方法还包括，
    向所述第一坐席的坐席终端转发所述第二服务请求，以便于所述坐席终端根据所述第二服务请求中的所述第一标识信息将所述第二服务请求关联到所述第一坐席根据所述第一服务请求所提供的服务。
  8. 根据权利要求7所述的方法，其特征在于，所述第一服务请求为语音呼叫请求，
    所述确定用于指示所述第一坐席的第一标识信息，包括：
    将所述终端与所述坐席终端之间的根据所述语音呼叫请求建立的通话的会话标识信息确定为所述第一标识信息。
  9. 一种分配坐席的方法，其特征在于，包括：
    终端向计算机电话集成CTI设备发送第一服务请求，所述第一服务请求用于请求坐席的服务；
    所述终端接收所述CTI设备分配的第一坐席根据所述第一服务请求发送的第一服务响应；
    所述终端接收所述CTI设备发送的第一标识信息，所述第一标识信息用于指示所述第一坐席，以便于所述终端在下次服务请求中通过携带所述第一标识信息来请求所述第一坐席的服务。
  10. 根据权利要求9所述的方法，其特征在于，所述方法还包括：
    所述终端向所述CTI设备发送第二服务请求，所述第二服务请求携带所述第一标识信息，以便于所述CTI设备根据所述第一标识信息为所述终端分配所述第一坐席；
    所述终端接收所述第一坐席根据所述第二服务请求发送的第二服务响应。
  11. 根据权利要求9或10所述的方法，其特征在于，所述方法还包括：
    所述终端接收所述CTI设备发送的第一消息，所述第一消息包括用于指示至少一种发送方式的指示信息，所述第一消息用于指示所述终端根据所述至少一种发送方式发送下次服务请求以请求所述第一坐席的服务。
  12. 一种CTI设备，其特征在于，包括：
    接收模块，用于接收终端发送的第一服务请求，所述第一服务请求用于请求坐席的服务；
    分配模块，用于根据所述接收模块接收的所述第一服务请求，为所述终端分配第一坐席；
    确定模块，用于确定用于指示所述分配模块分配的所述第一坐席的第一标识信息；
    发送模块，用于向所述终端发送所述确定模块确定的所述第一标识信息，以便于所述终端在下次服务请求中通过携带所述第一标识信息来请求所述第一坐席的服务。
  13. 根据权利要求12所述的CTI设备，其特征在于，所述CTI设备还包括：
    添加模块，用于将所述确定模块确定的所述第一标识信息添加到记录信息表的表项中，所述记录信息表用于匹配所述终端发送的服务请求中携带的标识信息。
  14. 根据权利要求13所述的CTI设备，其特征在于，所述接收模块还用于，接收所述终端的第二服务请求，所述第二服务请求携带第二标识信息；
    所述分配模块还用于，当确定所述第二标识信息在所述记录信息表中的匹配项为所述第一标识信息时，为所述终端分配所述第一标识信息所指示的所述第一坐席。
  15. 根据权利要求13所述的CTI设备，其特征在于，所述接收模块还用于，接收所述终端的第三服务请求，所述第三服务请求携带第三标识信息；
    所述分配模块还用于，当确定所述第三标识信息在所述记录信息表中无匹配项时，根据所述第三服务请求，为所述终端分配第二坐席；
    所述确定模块还用于，确定用于指示所述第二坐席的第四标识信息，并将所述第四标识信息添加到所述记录信息表的表项中；
    所述发送模块还用于，向所述终端发送所述第四标识信息，以便于所述终端在下次服务请求中通过携带所述第四标识信息来请求所述第二坐席的服务。
  16. 根据权利要求13至15中任一项所述的CTI设备，其特征在于，所述CTI设备还包括：
    删除模块，用于当确定所述记录信息表的表项中的第五标识信息的保存时长超过预设阈值时，删除所述第五标识信息。
  17. 根据权利要求12至16中任一项所述的CTI设备，其特征在于，所述发送模块还用于，向所述终端发送第一消息，所述第一消息包括用于指示至少一种发送方式的指示信息，所述第一消息用于指示所述终端根据所述至少一种发送方式发送下次服务请求以请求所述第一坐席的服务。
  18. 根据权利要求14所述的CTI设备，其特征在于，所述确定模块确定的所述第一标识信息还用于指示所述第一服务请求，
    所述发送模块还用于，在所述分配模块为所述终端分配所述第一标识信息所指示的所述第一坐席之后，向所述第一坐席的坐席终端转发所述第二服务请求，以便于所述坐席终端根据所述第二服务请求中的所述第一标识信息将所述第二服务请求关联到所述第一坐席根据所述第一服务请求所提供的服务。
  19. 根据权利要求18所述的CTI设备，其特征在于，所述接收模块接收的所述第一服务请求为语音呼叫请求，
    所述确定模块具体用于，将所述终端与所述坐席终端之间的根据所述语音呼叫请求建立的会话标识信息确定为所述第一标识信息。
  20. 一种终端，其特征在于，包括：
    发送模块，用于向计算机电话集成CTI设备发送第一服务请求，所述第一服务请求用于请求坐席的服务；
    接收模块，用于接收所述CTI设备分配的第一坐席根据所述第一服务请求发送的第一服务响应；
    所述接收模块还用于，接收所述CTI设备发送的第一标识信息，所述第一标识信息用于指示所述第一坐席，以便于所述终端在下次服务请求中通过携带所述第一标识信息来请求所述第一坐席的服务。
  21. 根据权利要求20所述的终端，其特征在于，所述发送模块还用于，向所述CTI设备发送第二服务请求，所述第二服务请求携带所述第一标识信息，以便于所述CTI设备根据所述第一标识信息为所述分配所述第一坐席；
    所述接收模块还用于，接收所述第一坐席根据所述第二服务请求发送的第二服务响应。
  22. 根据权利要求20或21所述的终端，其特征在于，所述接收模块还 用于，接收所述CTI设备发送的第一消息，所述第一消息包括用于指示至少一种发送方式的指示信息，所述第一消息用于指示所述终端根据所述至少一种发送方式发送下次服务请求以请求所述第一坐席的服务。
  23. 一种分配坐席的系统，其特征在于，所述系统包括计算机电话集成CTI设备和坐席终端，所述CTI设备如权利要求12至19中任一项所述的CTI设备，所述坐席终端为所述CTI设备分配的坐席所对应的坐席终端。
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