WO2018133342A1 - 一种自动排队和拨号的方法及其系统 - Google Patents

一种自动排队和拨号的方法及其系统 Download PDF

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Publication number
WO2018133342A1
WO2018133342A1 PCT/CN2017/092905 CN2017092905W WO2018133342A1 WO 2018133342 A1 WO2018133342 A1 WO 2018133342A1 CN 2017092905 W CN2017092905 W CN 2017092905W WO 2018133342 A1 WO2018133342 A1 WO 2018133342A1
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Prior art keywords
information
calling terminal
queuing
terminal
automatically
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PCT/CN2017/092905
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English (en)
French (fr)
Inventor
陈文迪
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深圳有麦科技有限公司
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Publication of WO2018133342A1 publication Critical patent/WO2018133342A1/zh

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements

Definitions

  • the present invention relates to the technical field of communication, and more particularly to a method and system for automatically queuing and dialing.
  • Customer Service is a customer-oriented value that integrates and manages All elements of the customer interface in the pre-set optimal cost-service combination.
  • telecommunications and mobile are equipped with an automatic service center, which is mainly based on customer service. If the customer has a request, they can call the customer's landline to service.
  • a method for automatic queuing and dialing comprising the following steps:
  • the service center When the primary calling terminal dials the called terminal that is not connected, the service center records the information of the primary calling terminal that is not connected;
  • the service center automatically sorts the information of the main call terminal that is not connected according to certain conditions, and records the queuing information
  • the calling terminal automatically dials the number of the called terminal to notify.
  • a further technical solution is that the service center will record the unconnected primary call terminal letter according to certain conditions.
  • the information is automatically sorted, and the queuing information is recorded.
  • the certain condition is a chronological order in which all the unconnected main calling terminals dial the called terminal; the method for automatically queuing and dialing further includes registering the callback of the main calling terminal. the way,
  • the registration callback method is one of a phone call, a short message, and a WeChat.
  • the service center automatically sorts the information of the main call terminal that is not connected according to certain conditions, and records the queue information, including the following specific steps:
  • a further technical solution is: the determining before the step of determining whether the previous service object of the primary calling terminal is completed, including
  • a further technical solution is: if the main calling terminal automatically dials the number of the called terminal, the step of performing the call includes the following specific steps:
  • the number of the notification information is searched by the main calling terminal
  • the number of the notification information is the number of the called terminal that has been dialed, the number of the notification information is automatically dialed to make a call.
  • the step of performing the call further includes the following steps:
  • the last time the main calling terminal is extracted Dial the number of the called terminal that is not connected.
  • the invention also provides a system for automatically queuing and dialing, comprising a recording unit, a queuing unit, a judging unit and a dialing unit;
  • the recording unit is configured to: when the calling terminal is dialed, the call center is not connected, and the service center records are missed.
  • the main call terminal information is connected to the queuing unit;
  • the queuing unit is configured to automatically sort the information of the main call terminal that is not connected according to a certain condition, record the queuing information, and connect with the judging unit;
  • the determining unit is configured to determine whether the previous service object arranged in the primary calling terminal is served, and is connected to the dialing unit;
  • the dialing unit is configured to: the main calling terminal automatically dials the number of the called terminal to perform notification.
  • the queuing unit includes an extraction module, a sorting module, a table generating module, and a saving module;
  • the extracting module is configured to: when the service center proposes the information of the main calling terminal, and is connected to the recording unit;
  • the sorting module is configured to sort the primary calling terminal information according to a sequence of time, and connect with the extraction module;
  • the table generating module is configured to generate a sorted table with information of the main calling terminal, as the queuing information, and connected to the sorting module;
  • the saving module is configured to save the generated form, and push the sorted form to the called terminal, respectively.
  • the judging unit and the table generating module are connected.
  • the dialing unit includes a search number module, a judging number module, and an automatic dialing module;
  • the search number module is configured to connect, by the calling terminal, a number of the notification information, and connect to the determining unit;
  • the determining number module is configured to determine whether the number of the notification information is the number of the called terminal that has been dialed, and is connected to the search number module;
  • the automatic dialing module is configured to automatically dial the number of the notification information, make a call, and connect with the judgment number module.
  • system for automatically queuing and dialing further includes a sequence determining unit and a notification unit;
  • the sequence determining unit is configured to determine whether the primary calling terminal belongs to a next service object, and is connected to the saving module and the notification unit;
  • the notification unit is configured to send notification information to the primary calling terminal, and is respectively connected to the sequence determining unit and the determining unit.
  • the beneficial effects of the present invention compared with the prior art are: an automatic queuing and dialing method of the present invention
  • the service center records the information of the primary call terminal that is not connected, and records the unconnected primary call terminal according to certain conditions.
  • the information is sorted, and the queuing information is recorded.
  • the notification information is sent to the main calling terminal.
  • the main calling terminal automatically dials the called party.
  • the number of the terminal the call is made, when the landline of the customer service is busy, that is, the customer service cannot answer the customer's phone, and the automatic queuing is performed according to the order of the unconnected customers, and the customer after queuing calls the customer service landline in order to improve the customer service.
  • FIG. 1 is a flow chart of a method for automatically queuing and dialing according to a first embodiment of the present invention
  • FIG. 2 is a block diagram of a specific process for automatically sorting information of a primary call terminal that is not connected to a service center according to a specific embodiment of the present invention
  • FIG. 3 is a block diagram showing a specific process of automatically dialing a number of a called terminal by a primary calling terminal according to a first embodiment of the present invention
  • FIG. 4 is a structural block diagram of a system for automatically queuing and dialing according to a first embodiment of the present invention
  • FIG. 5 is a flow chart of a method for automatically queuing and dialing according to a second embodiment of the present invention.
  • FIG. 6 is a flow chart of a method for automatically queuing and dialing according to a third embodiment of the present invention.
  • FIG. 7 is a schematic diagram of information exchange of a hotline telephone according to a first embodiment of the present invention.
  • FIG. 8 is a diagram showing an automatic queue queuing of a method for automatically queuing and dialing according to a first embodiment of the present invention.
  • an automatic queuing and dialing method provided by this embodiment may be used.
  • the customer service process of the telecom and mobile service center when the landline of the customer service is busy, the customer service cannot answer the call.
  • the customer's phone is automatically queued according to the order of the unconnected customers, and the queued customers call the customer service base in order to improve the customer service efficiency and the customer's experience, and facilitate the customer to request the service.
  • FIG. 1 it is a first embodiment, a method for automatically queuing and dialing, including the following steps:
  • the service center automatically sorts the information of the main call terminal that is not connected according to certain conditions, and records the queuing information
  • step S10 when the primary calling terminal dials the called terminal that is not connected, the service center records the information of the primary calling terminal that is not connected, where the primary calling terminal information includes the number of the primary calling terminal and the dialing is not connected. time.
  • the S10 step can be through a communication network of a communication carrier (SMS center, USSD, service website, The voice platform, etc.), obtains the information of the main call terminal that is not connected, and records.
  • SMS center a communication carrier
  • USSD USSD
  • service website The voice platform, etc.
  • a fixed communication network including NGN
  • a 2G mobile communication network GSM/CDMA
  • the 3G mobile communication network TD-CDMA signaling network collects and records the un-switched primary calling terminal information.
  • the signaling involved in this process is SS7, SIGTRAN, ISDN, SIP, and H.323 signaling.
  • the system For hotline calls, by monitoring the signaling of the hotline call (eg 114), as shown in Figure 7, that is, after the busy 0x91 Disarming code signaling, the system collects the caller information of such calls and enters the automatic queue queuing.
  • the service center automatically sorts the information of the primary call terminal that is not connected according to certain conditions, and records the queuing information, which is the first time that all the unconnected primary calling terminals dial the called terminal. After the order.
  • the above-mentioned certain condition is the importance of the primary calling terminal, and if the user of the primary calling terminal belongs to a more important customer, the priority is prioritized.
  • step S13 if not, the step S14 is performed.
  • step S11 the service center automatically records the information of the primary call terminal that is not connected according to certain conditions, and records the queue information, including the following specific steps:
  • step S11 the service center automatically records the information of the main call terminal that is not connected according to certain conditions, and the telecommunication network interaction diagram of the step of recording the queuing information is as shown in FIG. 8 , and the signaling is monitored, and 114 calls are received.
  • REL signaling it is presented in the following two ways:
  • the IVR server initiates a call to the user through the telecommunication network, and voice prompts whether it can call back 114, and assists in the callback;
  • Interactive server assisting the user to call back by means of APP message or UI through the Internet;
  • the presentation mode is mainly obtained by obtaining the idle and signaling monitoring mode of the busy and hotline of the calling user. or
  • the user-assisted callback in the prompt queue can be via the telecommunications network or the mobile internet.
  • the step of performing the call includes the following specific steps:
  • the primary calling terminal searches for a number of the notification information.
  • the number of the notification information is the number of the called terminal that has been dialed, the number of the notification information is automatically dialed to make a call;
  • step S152 it is determined whether the number of the notification information is the number of the called terminal that has been dialed, mainly for further verifying and verifying the number of the notification information and the number of the called terminal, and excluding if the number is differently dialed multiple times.
  • the landline of the calling terminal can correspondingly dial the number of the called terminal according to the number of the notification information, thereby improving the accuracy of the automatic dialing of the main calling terminal.
  • step S154 if the number of the notification information is not the number of the called terminal that has been dialed, the number of the called terminal that the primary calling terminal has not dialed the last time is extracted, when the landline of the plurality of different called terminals is used.
  • the notification information is sent, the number of the called terminal that has not been connected to the last time is preferentially selected, so that the main calling terminal cannot automatically call back when multiple notification information is present.
  • the above-mentioned called terminal may be a customer's landline or a service center switchboard.
  • the notification information is sent to the primary calling terminal, and when it is ranked at the primary calling terminal.
  • the main calling terminal automatically dials the number of the called terminal to make a call, so that when the landline of the customer service is busy, the customer service cannot answer the customer's phone, and automatically queues according to the order of the unconnected customers, and queue After that, the customer calls the customer service landline in order to improve the customer service efficiency and the customer's experience, and facilitate the customer's request for service.
  • FIG. 4 is a system for automatically queuing and dialing provided by the embodiment, including a recording unit 10, a queuing unit, a judging unit 50, and a dialing unit;
  • the recording unit 10 is configured to: when the primary calling terminal dials the called terminal is not turned on, the service center records the information of the primary calling terminal that is not connected, and is connected to the queuing unit;
  • a queuing unit configured to automatically sort the information of the main call terminal that is not connected according to a certain condition, record the queuing information, and connect with the judging unit 50;
  • the determining unit 50 is configured to determine whether the previous service object ranked in the main calling terminal is served, and is connected to the dialing unit;
  • the dialing unit is used for the main calling terminal to automatically dial the number of the called terminal for notification.
  • the queuing unit includes an extracting module 20, a sorting module 21, a table generating module 22, and a saving module 23, and an extracting module 20, configured to connect the recording unit 10 with the time when the service center proposes the main calling terminal information; 21, configured to sort the primary calling terminal information according to a sequence of time, and connect with the extraction module 20; a table generating module 22, configured to generate a sorted table with information of the main calling terminal, as queuing information, and the sorting The module 21 is connected; the saving module 23 is configured to save the generated table, and push the sorted table to the called terminal, and respectively connect with the determining unit 50 and the table generating module 22.
  • the dialing unit includes a search number module 60, a judging number module 61, and an automatic dialing module 62.
  • the search number module 60 is configured to connect the number of the notification information to the main calling terminal, and is connected to the judging unit 50; 61. The number used to determine whether the notification information is the number of the called terminal that has been dialed, and the search number module 60.
  • the automatic dialing module 62 is configured to automatically dial the number of the notification information, make a call, and connect to the judgment number module 61.
  • a system for automatically queuing and dialing further includes a sequence judging unit 30 and a notifying unit 40;
  • the determining unit 30 is configured to determine whether the primary calling terminal belongs to the next service object, and is connected to the saving module 23 and the notification unit 40.
  • the notification unit 40 is configured to send the notification information to the primary calling terminal, and determine the sequence respectively.
  • the unit 30 and the determination unit 50 are connected.
  • the above-mentioned automatic queuing and dialing system through the recording unit 10, for the service center to record the unconnected main Calling terminal information, and the queuing unit sorts the recorded unallocated main calling terminal information according to certain conditions. And recording the queuing information, when the main calling terminal belongs to the next service object, the notification unit 40 sends the notification information to the main The calling terminal, when the service of the previous service object arranged in the main calling terminal is completed, the dialing unit is configured to automatically dial the number of the called terminal to make a call, so that when the landline of the customer service is busy, the customer service cannot answer the customer. phone,
  • the automatic queuing is performed according to the order of the unconnected customers, and the queued customers sequentially call the customer service landline to improve the customer service efficiency and the customer's experience, and at the same time facilitate the customer to request the service.
  • a method for automatically queuing and dialing includes the following steps:
  • the service center automatically sorts the information of the main call terminal that is not connected according to certain conditions, and records the queuing information
  • the primary calling terminal If the primary calling terminal is currently willing to return the number of the called terminal, the primary calling terminal automatically dials the number of the called terminal to notify;
  • the primary calling terminal replies to the called terminal and informs the service center.
  • step S26 the humanization of the whole method can be improved, and the main calling terminal can select whether to call back according to its own condition.
  • step S28 if the primary calling terminal is currently unwilling to return the number of the called terminal, the primary calling terminal replies to the called terminal and informs the service center of the step of returning the information to the called terminal, where the information is sent. Information that is currently unavailable for a call.
  • a method for automatically queuing and dialing includes the following steps:
  • the service center performs identity verification on the recorded unrecorded primary calling terminal information, and determines whether the primary calling terminal information is true.
  • the service center automatically sorts the information of the main call terminal that is not connected according to certain conditions, and records the queuing information;
  • the primary calling terminal automatically dials the number of the called terminal to make a call.
  • the above method for automatically queuing and dialing further includes registering a callback party of the primary calling terminal
  • the registration callback method is one of a phone call, a short message, and a WeChat.

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Abstract

本发明涉及一种自动排队和拨号的方法及其系统，该方法包括主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的主呼叫终端信息；服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息；判断排在主呼叫终端的前一位服务对象是否服务完毕；若是，主呼叫终端自动拨打被呼叫终端的号码，进行通知。本发明通过服务中心记录未接通的主呼叫终端信息，并排序，当主呼叫终端属于下一位服务对象，发送通知信息，当排在主呼叫终端的前一位服务对象服务完毕，主呼叫终端自动拨打被呼叫终端的号码，在客服的座机较忙，依照未接通的客户顺序进行自动排队，客户依序拨打客服座机，提高工作效率和客户的体验感，便于客户请求服务。

Description

一种自动排队和拨号的方法及其系统
技术领域
本发明涉及通信的技术领域，更具体地说是指一种自动排队和拨号的方法及其系 统。
背景技术
客户服务(Customer Service)，是指一种以客户为导向的价值观，它整合及管理 在预先设定的最优成本--服务组合中的客户界面的所有要素。
目前电信和移动都配备有自动服务中心，该自动服务中心主要以客户服务为主， 如果客户有需求，可以通过拨打客服的座机来进行服务。
但是，目前，寻求客户服务的客户较多，而客服的座机和客服的人数又有限的情况 下，会出现客户拨号后长时间被占线，客户长时间等待又会产生不耐烦的情绪，挂断后，又无法得到客服的回拨，从而使得客户的体验感较差，并且不便于客户请求服务。
因此，有必要设计一种自动排队和拨号的方法，实现在客服的座机较忙时，即客服无法接听客户的电话，依照未接通的客户的顺序进行自动排队，并且，排队后的客户依序拨 打客服座机，提高客服的工作效率和客户的体验感，同时便于客户请求服务。
发明内容
本发明的目的在于克服现有技术的缺陷，提供一种自动排队和拨号的方法及其系统。
为实现上述目的，本发明采用以下技术方案：一种自动排队和拨号的方法，包括以下步骤：
主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的主呼叫终端信息；
服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息；
判断排在主呼叫终端的前一位服务对象是否服务完毕；
若是，主呼叫终端自动拨打被呼叫终端的号码，进行通知。
其进一步技术方案为：所述服务中心根据一定条件将记录未接通的主呼叫终端信 息进行自动排序，记录排队信息，所述一定条件为所有未接通的主呼叫终端拨打被呼叫终端的时间先后顺序；所述一种自动排队和拨号的方法还包括登记主呼叫终端的回拨方式， 所述登记回拨方式为电话、短信、微信中的一种。
其进一步技术方案为：所述服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息的步骤，包括以下具体步骤：
服务中心提出主呼叫终端信息的时间；
依据时间的先后顺序对主呼叫终端信息进行排序；
生成排序后的带主呼叫终端信息的表格，作为排队信息；
保存生成的表格，推送排序后的表格至被呼叫终端。
其进一步技术方案为：所述判断排在主呼叫终端的前一位服务对象是否服务完毕的步骤之前，包括
判断主呼叫终端是否属于下一位服务对象；
若是，则发送通知信息至主呼叫终端。
其进一步技术方案为：所述若是，主呼叫终端自动拨打被呼叫终端的号码，进行通话的步骤，包括以下具体步骤：
主呼叫终端搜索通知信息的号码；
判断通知信息的号码是否是所拨打过的被呼叫终端的号码；
若通知信息的号码是所拨打过的被呼叫终端的号码，自动拨打通知信息的号码， 进行通话。
其进一步技术方案为：所述若是，主呼叫终端自动拨打被呼叫终端的号码，进行通话的步骤，还包括以下步骤:
若通知信息的号码不是所拨打过的被呼叫终端的号码，提取主呼叫终端最近一次 拨打并未接通的被呼叫终端的号码。
本发明还提供了一种自动排队和拨号的系统，包括记录单元、排队单元、判断单元以及拨号单元；
所述记录单元，用于主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接 通的主呼叫终端信息，与所述排队单元连接；
所述排队单元，用于服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息，与所述判断单元连接；
所述判断单元，用于判断排在主呼叫终端的前一位服务对象是否服务完毕，与所 述拨号单元连接；
所述拨号单元，用于主呼叫终端自动拨打被呼叫终端的号码，进行通知。
其进一步技术方案为：所述排队单元包括提取模块、排序模块、表格生成模块以及保存模块；
所述提取模块，用于服务中心提出主呼叫终端信息的时间，与所述记录单元连接；
所述排序模块，用于依据时间的先后顺序对主呼叫终端信息进行排序，与所述提取模块连接；
所述表格生成模块，用于生成排序后的带主呼叫终端信息的表格，作为排队信息， 与所述排序模块连接；
所述保存模块，用于保存生成的表格，推送排序后的表格至被呼叫终端，分别与所 述判断单元以及所述表格生成模块连接。
其进一步技术方案为：所述拨号单元包括搜索号码模块、判断号码模块以及自动拨号模块；
所述搜索号码模块，用于主呼叫终端搜索通知信息的号码，与所述判断单元连接；
所述判断号码模块，用于判断通知信息的号码是否是所拨打过的被呼叫终端的号码，与所述搜索号码模块连接；
所述自动拨号模块，用于自动拨打通知信息的号码，进行通话，与所述判断号码模块连接。
其进一步技术方案为：所述一种自动排队和拨号的系统还包括顺序判断单元以及通知单元；
所述顺序判断单元，用于判断主呼叫终端是否属于下一位服务对象，与所述保存模块以及所述通知单元连接；
所述通知单元，用于发送通知信息至主呼叫终端，分别与所述顺序判断单元以及 所述判断单元连接。
本发明与现有技术相比的有益效果是：本发明的一种自动排队和拨号的方法，通 过服务中心记录未接通的主呼叫终端信息，并依据一定条件对记录的未接通的主呼叫终端 信息进行排序，并记录排队信息，当主呼叫终端属于下一位服务对象，则发送通知信息至主呼叫终端，当排在主呼叫终端的前一位服务对象服务完毕，主呼叫终端自动拨打被呼叫终端的号码，进行通话，实现在客服的座机较忙时，即客服无法接听客户的电话，依照未接通的客户的顺序进行自动排队，并且，排队后的客户依序拨打客服座机，提高客服的工作效率 和客户的体验感，同时便于客户请求服务。
下面结合附图和具体实施例对本发明作进一步描述。
附图说明
图1为本发明具体实施例一提供的一种自动排队和拨号的方法的流程框图；
图2为本发明具体实施例一提供的服务中心记录未接通的主呼叫终端信息进行自动排序的具体流程框图；
图3为本发明具体实施例一提供的主呼叫终端自动拨打被呼叫终端的号码的具体流程框图；
图4为本发明具体实施例一提供的一种自动排队和拨号的系统的结构框图；
图5为本发明具体实施例二提供的一种自动排队和拨号的方法的流程框图；
图6为本发明具体实施例三提供的一种自动排队和拨号的方法的流程框图；
图7为本发明具体实施例一提供的热线电话的信息交互示意图；
图8为本发明具体实施例一提供的一种自动排队和拨号的方法的自动队列排队示 意图。
具体实施方式
为了更充分理解本发明的技术内容，下面结合具体实施例对本发明的技术方案进一步介绍和说明，但不局限于此。
如图1～8所示的具体实施例，本实施例提供的一种自动排队和拨号的方法，可以 运用在电信与移动的服务中心的客服过程中，实现在客服的座机较忙时，即客服无法接听 客户的电话，依照未接通的客户的顺序进行自动排队，并且，排队后的客户依序拨打客服座 机，提高客服的工作效率和客户的体验感，同时便于客户请求服务。
如图1所示，是实施例一，一种自动排队和拨号的方法，包括以下步骤：
S10、主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的主呼叫终端 信息；
S11、服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录 排队信息；
S12、判断主呼叫终端是否属于下一位服务对象；
S13、若是，则发送通知信息至主呼叫终端；
S14、判断排在主呼叫终端的前一位服务对象是否服务完毕；
S15、若是，主呼叫终端自动拨打被呼叫终端的号码，进行通知。
上述的S10步骤，主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的主呼叫终端信息的步骤，这里的主呼叫终端信息包括主呼叫终端的号码以及拨号未接通的时间。
具体地，该S10步骤，可以通过通信运营商的通信网络(短信中心、USSD、业务网站、 声讯平台等)，获取未接通的主呼叫终端信息，并记录。
另外，还可以使用固定通信网(含NGN)信令网、2G移动通信网(GSM/CDMA)信令网、 3G移动通信网(TD-CDMA)信令网来采集未接通的主呼叫终端信息，并记录。
这个过程涉及的信令有SS7、SIGTRAN、ISDN、SIP和H.323信令。
对于热线电话,通过监测试热线电话(如114)的信令，如图7所示，即后向遇忙的 0x91拆线码的信令，系统收集此类呼叫的主叫信息，进入自动队列排队。
对于S11步骤，服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息，所述一定条件为所有未接通的主呼叫终端拨打被呼叫终端的时间先 后顺序。
当然，于其他实施例，上述的一定条件为主呼叫终端的重要性，如果主呼叫终端的用户属于较为重要的客户，则优先排序。
上述的S13步骤,若不是,则进行S14步骤。
如图2所示，S11步骤，服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息的步骤，包括以下具体步骤：
S111、服务中心提出主呼叫终端信息的时间；
S112、依据时间的先后顺序对主呼叫终端信息进行排序；
S113、生成排序后的带主呼叫终端信息的表格，作为排队信息；
S114、保存生成的表格，推送排序后的表格至被呼叫终端。
上述的S11步骤，服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息的步骤的电信网交互示意图如图8所示，信令监测，收到114电话的 REL信令后，立即通过以下两种方式呈现：
1).IVR服务器通过电信网络发起呼叫至用户，并语音提示其是否可以回拨114,辅 助回拨；
2).交互服务器，通过互联网方式，以APP消息或UI方式辅助用户回拨；
该呈现方式主要是获取主叫用户的忙与热线电话的闲通过信令监测方式得到。或 者，提示队列中的用户辅助回拨可以通过电信网络或移动互联网。
如图3所示，S15的步骤，所述若是，主呼叫终端自动拨打被呼叫终端的号码，进行通话的步骤，包括以下具体步骤：
S151、主呼叫终端搜索通知信息的号码；
S152、判断通知信息的号码是否是所拨打过的被呼叫终端的号码；
S153、若通知信息的号码是所拨打过的被呼叫终端的号码，自动拨打通知信息的号码，进行通话；
S154、若通知信息的号码不是所拨打过的被呼叫终端的号码，提取主呼叫终端最 近一次拨打并未接通的被呼叫终端的号码。
上述的S152步骤，判断通知信息的号码是否是所拨打过的被呼叫终端的号码，主要是为了进一步验证和核实通知信息的号码与被呼叫终端的号码，排除若多次拨打不同被 呼叫终端的座机，可以根据通知信息的号码来对应拨打被呼叫终端的号码，提高主呼叫终端的自动拨号的准确度。
另外，上述的S154步骤，若通知信息的号码不是所拨打过的被呼叫终端的号码，提取主呼叫终端最近一次拨打并未接通的被呼叫终端的号码，当多个不同被呼叫终端的座机 发送通知信息时，则优先选择最近一次拨打并未接通的被呼叫终端的号码，避免出现多个 通知信息时主呼叫终端无法自动回拨。
上述的被呼叫终端可以为客户的座机，也可以为某服务中心总机。
上述的一种自动排队和拨号的方法，通过服务中心记录未接通的主呼叫终端信 息，并依据一定条件对记录的未接通的主呼叫终端信息进行排序，并记录排队信息，当主呼叫终端属于下一位服务对象，则发送通知信息至主呼叫终端，当排在主呼叫终端的前一位 服务对象服务完毕，主呼叫终端自动拨打被呼叫终端的号码，进行通话，实现在客服的座机较忙时，即客服无法接听客户的电话，依照未接通的客户的顺序进行自动排队，并且，排队 后的客户依序拨打客服座机，提高客服的工作效率和客户的体验感，同时便于客户请求服 务。
图4所示，是本实施例提供的一种自动排队和拨号的系统，包括记录单元10、排队单元、判断单元50以及拨号单元；
记录单元10，用于主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的主呼叫终端信息，与排队单元连接；
排队单元，用于服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息，与判断单元50连接；
判断单元50，用于判断排在主呼叫终端的前一位服务对象是否服务完毕，与拨号单元连接；
拨号单元，用于主呼叫终端自动拨打被呼叫终端的号码，进行通知。
更进一步的，排队单元包括提取模块20、排序模块21、表格生成模块22以及保存模块23；提取模块20，用于服务中心提出主呼叫终端信息的时间，与所述记录单元10连接；排序模块21，用于依据时间的先后顺序对主呼叫终端信息进行排序，与所述提取模块20连接； 表格生成模块22，用于生成排序后的带主呼叫终端信息的表格，作为排队信息，与所述排序 模块21连接；保存模块23，用于保存生成的表格，推送排序后的表格至被呼叫终端，分别与 所述判断单元50以及所述表格生成模块22连接。
另外，拨号单元包括搜索号码模块60、判断号码模块61以及自动拨号模块62；搜索号码模块60，用于主呼叫终端搜索通知信息的号码，与所述判断单元50连接；判断号码模块 61，用于判断通知信息的号码是否是所拨打过的被呼叫终端的号码，与所述搜索号码模块 60连接；自动拨号模块62，用于自动拨打通知信息的号码，进行通话，与所述判断号码模块 61连接。
另外，一种自动排队和拨号的系统还包括顺序判断单元30以及通知单元40；顺序 判断单元30，用于判断主呼叫终端是否属于下一位服务对象，与所述保存模块23以及通知单元40连接；通知单元40，用于发送通知信息至主呼叫终端，分别与所述顺序判断单元30以及所述判断单元50连接。
上述的一种自动排队和拨号的系统，通过记录单元10供服务中心记录未接通的主 呼叫终端信息，并由排队单元依据一定条件对记录的未接通的主呼叫终端信息进行排序， 并记录排队信息，当主呼叫终端属于下一位服务对象，则由通知单元40发送通知信息至主 呼叫终端，当排在主呼叫终端的前一位服务对象服务完毕，拨号单元供主呼叫终端自动拨打被呼叫终端的号码，进行通话，实现在客服的座机较忙时，即客服无法接听客户的电话， 依照未接通的客户的顺序进行自动排队，并且，排队后的客户依序拨打客服座机，提高客服 的工作效率和客户的体验感，同时便于客户请求服务。
如图5所示，是实施例二，本实施例中，一种自动排队和拨号的方法，包括以下步 骤：
S20、主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的主呼叫终端信息；
S21、服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息；
S22、判断主呼叫终端是否属于下一位服务对象；
S23、若是，则发送通知信息至主呼叫终端；
S24、判断排在主呼叫终端的前一位服务对象是否服务完毕；
S25、若是，判断主呼叫终端当前是否愿意回被呼叫终端的号码；
S26、若主呼叫终端当前愿意回被呼叫终端的号码，主呼叫终端自动拨打被呼叫终端的号码，进行通知；
S27、若主呼叫终端当前不愿意回被呼叫终端的号码，主呼叫终端回复信息至被呼叫终端，并告知服务中心。
上述的S20、S21、S22、S23、S24、S26分别与实施例一S10、S11、S12、S13、S14、S15的 步骤一致，此处不再详细阐述。
另外，对于上述的S26步骤，可以提高整个方法的人性化，便于主呼叫终端依据自身条件，选择是否回拨。
对于S28步骤，若主呼叫终端当前不愿意回被呼叫终端的号码，主呼叫终端回复信息至被呼叫终端，并告知服务中心的步骤，所述主呼叫终端回复信息至被呼叫终端，这里的信息为当前无法进行通话的信息。
如图6所示，是实施例三，在本实施例中，一种自动排队和拨号的方法，包括以下步 骤：
S30、主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的主呼叫终端信息；
S31、服务中心对记录的未接通的主呼叫终端信息进行身份核实，判断主呼叫终端信息是否属实；
S32、若属实，服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息；
S33、判断主呼叫终端是否属于下一位服务对象；
S34、若是，则发送通知信息至主呼叫终端；
S35、判断排在主呼叫终端的前一位服务对象是否服务完毕；
S36、若是，主呼叫终端自动拨打被呼叫终端的号码，进行通话。
上述的S20、S32、S33、S34、S35、S36与实施例一的S10、S11、S12、S13、S14、S15的步 骤一致，此处不再详细阐述。
于其他实施例，上述一种自动排队和拨号的方法还包括登记主呼叫终端的回拨方 式，所述登记回拨方式为电话、短信、微信中的一种。上述仅以实施例来进一步说明本发明的技术内容，以便于读者更容易理解，但不代表本发明的实施方式仅限于此，任何依本发明所做的技术延伸或再创造，均受本发明的保护。本发明的保护范围以权利要求书为准。

Claims (10)

  1. 一种自动排队和拨号的方法，其特征在于，包括以下步骤：
    主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的主呼叫终端信息；
    服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息；
    判断排在主呼叫终端的前一位服务对象是否服务完毕；
    若是，主呼叫终端自动拨打被呼叫终端的号码，进行通知。
  2. 根据权利要求1所述的一种自动排队和拨号的方法，其特征在于，所述服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息，所述一定条件为所有未接通的主呼叫终端拨打被呼叫终端的时间先后顺序；所述一种自动排队和拨号的方法还包括登记主呼叫终端的回拨方式，所述登记回拨方式为电话、短信、微信中的一种。
  3. 根据权利要求2所述的一种自动排队和拨号的方法，其特征在于，所述服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息的步骤，包括以下具体步骤：
    服务中心提出主呼叫终端信息的时间；
    依据时间的先后顺序对主呼叫终端信息进行排序；
    生成排序后的带主呼叫终端信息的表格，作为排队信息；
    保存生成的表格，推送排序后的表格至被呼叫终端。
  4. 根据权利要求1至3任一项所述的一种自动排队和拨号的方法，其特征在于，所述判 断排在主呼叫终端的前一位服务对象是否服务完毕的步骤之前，包括
    判断主呼叫终端是否属于下一位服务对象；
    若是，则发送通知信息至主呼叫终端。
  5. 根据权利要求4所述的一种自动排队和拨号的方法，其特征在于，所述若是，主呼叫 终端自动拨打被呼叫终端的号码，进行通话的步骤，包括以下具体步骤：
    主呼叫终端搜索通知信息的号码；
    判断通知信息的号码是否是所拨打过的被呼叫终端的号码；
    若通知信息的号码是所拨打过的被呼叫终端的号码，自动拨打通知信息的号码，进行通话。
  6. 根据权利要求5所述的一种自动排队和拨号的方法，其特征在于，所述若是，主呼叫 终端自动拨打被呼叫终端的号码，进行通话的步骤，还包括以下步骤:
    若通知信息的号码不是所拨打过的被呼叫终端的号码，提取主呼叫终端最近一次拨打 并未接通的被呼叫终端的号码。
  7. 一种自动排队和拨号的系统，其特征在于，包括记录单元、排队单元、判断单元以及 拨号单元；
    所述记录单元，用于主呼叫终端拨打被呼叫终端未被接通时，服务中心记录未接通的 主呼叫终端信息，与所述排队单元连接；
    所述排队单元，用于服务中心根据一定条件将记录未接通的主呼叫终端信息进行自动排序，记录排队信息，与所述判断单元连接；
    所述判断单元，用于判断排在主呼叫终端的前一位服务对象是否服务完毕，与所述拨号单元连接；
    所述拨号单元，用于主呼叫终端自动拨打被呼叫终端的号码，进行通知。
  8. 根据权利要求7所述的一种自动排队和拨号的系统，其特征在于，所述排队单元包括 提取模块、排序模块、表格生成模块以及保存模块；
    所述提取模块，用于服务中心提出主呼叫终端信息的时间，与所述记录单元连接；
    所述排序模块，用于依据时间的先后顺序对主呼叫终端信息进行排序，与所述提取模 块连接；
    所述表格生成模块，用于生成排序后的带主呼叫终端信息的表格，作为排队信息，与所 述排序模块连接；
    所述保存模块，用于保存生成的表格，推送排序后的表格至被呼叫终端，分别与所述判 断单元以及所述表格生成模块连接。
  9. 根据权利要求8所述的一种自动排队和拨号的系统，其特征在于，所述拨号单元包括 搜索号码模块、判断号码模块以及自动拨号模块；
    所述搜索号码模块，用于主呼叫终端搜索通知信息的号码，与所述判断单元连接；
    所述判断号码模块，用于判断通知信息的号码是否是所拨打过的被呼叫终端的号码， 与所述搜索号码模块连接；
    所述自动拨号模块，用于自动拨打通知信息的号码，进行通话，与所述判断号码模块连 接。
  10. 根据权利要求9所述的一种自动排队和拨号的系统，其特征在于，所述一种自动排 队和拨号的系统还包括顺序判断单元以及通知单元；
    所述顺序判断单元，用于判断主呼叫终端是否属于下一位服务对象，与所述保存模块以及所述通知单元连接；
    所述通知单元，用于发送通知信息至主呼叫终端，分别与所述顺序判断单元以及所述判断单元连接。
PCT/CN2017/092905 2017-01-18 2017-07-14 一种自动排队和拨号的方法及其系统 WO2018133342A1 (zh)

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