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Call transfer method, computer telephone integrated platform, telephone traffic resource equipment, calling center system and communication system

A technology of call transfer and integration platform, applied in the direction of telephone communication, electrical components, subscriber special services, etc., can solve problems such as system reliability deterioration and call transfer failure, and achieve the effect of reducing coupling degree and improving system reliability.

Inactive Publication Date: 2007-08-22
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] One solution in the prior art is that when the first call center transfers the user call to the second call center, the first call center transfers the identification information of the source traffic resource device that handles the call to the second call center together with the call. At this time, the source traffic resource device sets the current state to the suspended state, so as to avoid the first call center from assigning new calls to it; after the target traffic resource device of the second call center processes the call, it The traffic resource device can continue to process the call. It needs to notify the source traffic resource device to set the current state as active before transferring the call back to the source traffic resource device; in the above process, the source traffic resource device The configuration of the state is mainly completed by the cooperation of the source traffic resource device and the target traffic resource device. In the whole call transfer service, the coupling between the platform and the service side is increased, which may lead to poor reliability of the system (possibly a The situation is that after the target traffic resource device notifies the source traffic resource device to set the current state as the active state, the first call center has allocated a new call center to the source traffic resource device before the call is transferred back to the source traffic resource device. call, resulting in call transfer failure)

Method used

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  • Call transfer method, computer telephone integrated platform, telephone traffic resource equipment, calling center system and communication system
  • Call transfer method, computer telephone integrated platform, telephone traffic resource equipment, calling center system and communication system
  • Call transfer method, computer telephone integrated platform, telephone traffic resource equipment, calling center system and communication system

Examples

Experimental program
Comparison scheme
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Embodiment 1

[0038]Embodiment 1, a kind of call transfer method, with reference to Fig. 1, comprises the following steps:

[0039] A1 to A5, the source automatic call distribution device (Automatic Call Distribution, referred to as ACD) accepts the call from the user terminal, and sends a call acceptance request to the source CTI platform, which includes the relevant information of the user terminal call; the source CTI platform according to the The information assigns the source traffic resource device that accepts the user terminal call, and sends a call acceptance response message to the source ACD, and the source ACD routes the user terminal call to the allocated source traffic resource device according to the response message;

[0040] In the embodiment of the present invention, the traffic resource device mainly refers to a business agent terminal or a logical entity that provides services to users through skill queues, automatic voice service processes, etc.;

[0041] A6. The source...

Embodiment 2

[0056] Embodiment 2, a method for call transfer; this embodiment is similar to Embodiment 1, the difference is that in this embodiment, the SCC is adopted to actively issue the information mechanism of the shared traffic resource equipment to the managed CIT platform, The source CTI platform locally saves and updates the information of the shared traffic resource equipment provided by the SCC; during specific implementation, A7 to A9 in Embodiment 1 can be modified as:

[0057] B7. The source CTI platform obtains the information of the shared traffic resource device stored locally, and the device information is proactively provided to the source CTI platform by the SCC in advance;

[0058] The SCC proactively distributes the information of the shared traffic resource equipment to the CTI platform. The SCC can regularly deliver the information of all the shared traffic resource equipment to the CTI platform. It can also report the shared traffic resource equipment to the CTI pla...

Embodiment 3

[0060] Embodiment 3, a call transfer method; this embodiment is similar to Embodiment 1, the difference is that in this embodiment, the source CTI platform determines the target source traffic resource device instead of the source traffic resource device Determine; during specific implementation, A6 to A11 in Embodiment 1 can be modified as:

[0061] C6. The source traffic resource device accepts the call of the user terminal, and sends a call suspension transfer request to the source CTI platform according to the call transfer instruction information from the user terminal, and the request includes service type information;

[0062] C7. The source CTI platform obtains the shared traffic resource device information, and determines the target traffic resource device according to the information and the service type information, and extracts the target traffic resource device from the shared traffic resource device information The device number corresponding to the device and th...

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PUM

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Abstract

A method for shifting call includes shifting handled user terminal call to object service resource device by source computer integrated CTI platform, setting source service resource device to be on hung-up state according to call accepted response message provided by object CTI platform, receiving call disconnection notice message sent by object CTI platform, setting said source service resource device to be on active state according to said disconnection message and shifting user terminal call back to said source service resource device.

Description

technical field [0001] The invention relates to a call hang transfer technology of a call center, in particular to a call transfer method, a computer telephony integration platform, a traffic resource device, a call center system and a communication system. Background technique [0002] With the development of technology and the continuous improvement of corporate customer service awareness, more and more companies have established call centers (Call Center, CC for short) to provide customers with better services. Call center, also known as customer service center, is based on Computer Telephone Integration (CTI) technology, which makes full use of multiple function integration of communication network and computer network to provide customers with comprehensive services of high quality, high efficiency and all-round services. Information service system. [0003] At present, telecom operators, financial and other cross-regional service enterprises often build and maintain m...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523H04M3/51H04M3/54H04Q7/22
CPCH04M3/42323H04M3/58H04M3/5191H04M3/54
Inventor 汪大冰毛家华
Owner HUAWEI TECH CO LTD