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System for realizing data searching control in call centre and controlling method

A technology of data retrieval and call center, applied in the direction of telephone structure, user signaling identification equipment, electrical components, etc., can solve the problems that the request cannot provide a response, the system cannot support, etc., achieve a good dynamic balance of performance, realize transparency, The effect of improving system performance

Inactive Publication Date: 2008-07-30
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, if there are new request types for automatic services, the system cannot support
Moreover, the system has a certain time delay in responding to a large number of concurrent data retrieval requests, that is, the system cannot provide a timely response to a large number of concurrent requests

Method used

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  • System for realizing data searching control in call centre and controlling method
  • System for realizing data searching control in call centre and controlling method
  • System for realizing data searching control in call centre and controlling method

Examples

Experimental program
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Embodiment Construction

[0027] like figure 1 and figure 2 As shown, the control system for realizing data retrieval includes a data retrieval unit, an automatic business application unit, a manual business application unit and multiple data sources. Data sources can be databases, middleware, and other applications that can provide data. Data sources can vary. For example, one of the data sources can be a database product produced by a manufacturer such as ORACLE, or a middleware produced by another manufacturer such as TUXEDO, or a business front-end processor provided by a commercial bank. Also the data sources need not necessarily reside on a single computer system. The data source can be on a local area network inside the enterprise's firewall, or on a machine on a wide area network. The data retrieval system completely shields different data sources for business applications, thus providing a consistent access interface for different data sources.

[0028] For example, a data retrieval syst...

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PUM

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Abstract

This invention relates to a kind of calling center. It realizes data retrieval control system and its control method. It is related to the calling center to realize the technology of the automatic business and artificial business for poly user, large quantity data retrieval system. This system includes a data source, a data retrieval layer and a business layer; the business layer includes an automatic business application unit and an artificial business application unit; the data retrieval layer includes an automatic business pretreatment block, a data ask distribute block, a data ask treatment block, a data result distribute block and a system monitor block. This invention also describes a method for realizing data retrieval control.

Description

technical field [0001] The invention relates to a customer service call center in telecommunications and other industries, in particular to a method and system for realizing multi-user and large-volume data retrieval based on the call center for automatic business and manual business. Background technique [0002] The call center is a special system for a group of agents or business representatives of the company to centrally process incoming calls and issue calls to contact users. Generally speaking, when the system has more than 3 personnel dedicated to this kind of traffic processing, it can be considered as a call center. Usually, the staff of the call center are called service representatives (agents), and the group formed by the service representatives is called a service group (agent group). [0003] A call center can consist of hundreds or even thousands of business representatives. And small businesses and small departments of large companies can also set up a sma...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/42H04M1/26H04Q3/545H04Q3/64
Inventor 李伟华李建福
Owner ZTE CORP