Large client system call queuing device and method

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 inthe 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 thehigh 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...

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

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