Large client system call queuing device and method

A technology for call queuing and key customers, applied in the field of communication, can solve problems such as inability to handle different business groups, and achieve the effect of simple implementation method and reasonable utilization

Inactive Publication Date: 2011-08-24
ZTE CORP
View PDF0 Cites 2 Cited by
  • 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

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • 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 placing the call in five queues with different priorities for processing according to the service group to which the call belongs, and generating a call distribution message.

[0033] The idle agent queue unit mainly realizes the agents entering the queue when registering, exiting the queue when logging out, entering the queue when the agent is busy to idle, and exiting the queue when it is idle to busy, etc., and generates agent registration messages and agent logout messages.

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

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

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

PUM

No PUM Login to view more

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...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

Application Information

Patent Timeline
no application Login to view more
Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/523
Inventor 陈道伟颜虹柳清
Owner ZTE CORP
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Try Eureka
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap