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A method and system for allocating instant communication session

A technology for communication sessions and distribution modules, applied in the field of computer networks, can solve problems such as inconvenient use and high cost of customer service systems, and achieve the effect of perfect services

Inactive Publication Date: 2007-11-28
TENCENT TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] The technical problem to be solved by the present invention is to provide a method and system for allocating instant messaging sessions in view of the high cost or inconvenient use of the above-mentioned customer service system

Method used

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  • A method and system for allocating instant communication session
  • A method and system for allocating instant communication session
  • A method and system for allocating instant communication session

Examples

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Embodiment Construction

[0027] As shown in Figure 1, in the first embodiment of a system for distributing instant messaging sessions of the present invention, it includes an instant messaging server 12, a session assignment module 13 and a plurality of service terminals 14, wherein the instant messaging server 12 distributes instant messaging sessions via sessions The module 13 is connected to a plurality of service terminals 14 .

[0028] The user can use his own instant messaging account, that is, the client instant messaging account, and send a session establishment request to the instant communication server 12 through any client 11. An instant messaging session between communication accounts (for example, a customer service instant messaging account provided by an enterprise). In this embodiment, the instant messaging server 12 may be a general instant messaging server, which sends the session establishment request initiated by the user to the session allocation module 13 .

[0029] The session...

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PUM

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Abstract

This invention discloses a method for distributing prompt communication sessions including: a, sending a request for setting up prompt sessions using the account number of the customer end to that of a service end at the customer end, b, selecting one service terminal from multiple service terminals and setting up prompt communication session between the account number of the service end and that of the customer starting up the request. This invention also discloses a system distributing prompt communication sessions.

Description

technical field [0001] The invention relates to the technical field of computer networks, and more specifically, to a method and system for allocating instant messaging sessions. Background technique [0002] In order to provide better customer service, enterprises usually serve customers through a call center (Call Center). Customers connect to the enterprise's call center by dialing, and the call center assigns idle customer representatives to answer the user's call and answer the questions raised by the user. Call centers are usually based on traditional telephones for voice communication. [0003] The above-mentioned telephone-based customer service system only has voice service, and lacks communication methods such as text and video, which leads to inconvenience in communication. In addition, call charges are required regardless of whether the originator pays or the receiver pays. Especially for national and global enterprises, it is often necessary to make long-dist...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42H04L12/16H04L12/58
Inventor 李志宏
Owner TENCENT TECH (SHENZHEN) CO LTD
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