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Large client system call queuing device and method

A technology for call queuing and large customers, applied in the field of communications, can solve the problem of not being able to handle different business groups, and achieve the effect of simple implementation methods and reasonable utilization

Inactive Publication Date: 2008-04-09
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The existing technology cannot handle calls between different business groups, and calls from high-priority business groups are accepted first

Method used

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  • Large client system call queuing device and method
  • Large client system call queuing device and method
  • Large client system call queuing device and method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0031] The call queuing device of the big customer system of the present invention includes the following units: a call waiting queue unit, an idle seat queue unit, and a message processing module.

[0032] The call waiting queue unit mainly realizes that the call is placed in five queues with different priorities for processing according to the service group to which the call belongs, and generates a call waiting distribution message.

[0033] The idle agent queue unit mainly realizes the process of entering the queue when the agent registers, leaving the queue when logging out, entering the queue when the agent is busy to idle, and leaving the queue when it is idle to busy, and generates registration, logout, and call of the idle agent Assign messages.

[0034] The message processing module mainly realizes the processing of messages such as agent registration, logout, and call distribution.

[0035] The method for call queuing of the large customer system of the present inv...

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PUM

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Abstract

The invention discloses a group customer system calling queuing device. The invention comprises a calling waiting queue unit used to distribute the callings in different priority levels so that the callings can be dealt in a sequence according to the preset priority levels, and generate the calling waiting distribution news; an idle seating queue unit used to distribute the telephonist seating in the calling waiting queue unit so that the telephonist can be in the queue when registration but out of the queue when write-off. The idle attendance queue also helps the seating to be in the queue when the situation turns into idle from busy and out of the queue when the situation turns into busy from idle, and generate the idle seating registration and write-off distribution news; an information processing module used to response the calling waiting distribution news and the idle seating registration and write-off news and deal with them. Therefore, the invention can not only guarantees the high priority call to be dealt by the telephonists firstly, but also makes full use of the telephonist seating resource.

Description

technical field [0001] The invention relates to the field of communications, in particular to a device and method for realizing call queuing and agent allocation related to a large customer system. Background technique [0002] The key customer system is the telephone seat system of the large telecom customers such as user enterprises and hotels. At present, most telephone agent queuing systems generally accept a single business group. Such a queuing rule is simple, but the work efficiency of the operator agent is not high, especially for multiple service groups. Answer There is also a problem with acceptance. In the large customer system, the operator seat often has to accept a lot of calls, and these calls may come from the same business group or from different business groups. There are different priority levels between service groups. For example, service group 120 has a higher priority than service group 114, and the operator seat should give priority to accepting cal...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523
Inventor 陈道伟颜虹柳清
Owner ZTE CORP
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