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Call service processing method and system

A technology of call service and processing method, applied in the field of communication, can solve the problems of weak function expansion, limited classification and combination factors, and can not support automatic opening, etc., to achieve the effect of improving processing capacity, enhancing flexibility, and reducing workload

Inactive Publication Date: 2008-04-30
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] However, the call skills determined according to the caller's key information support limited call skill classification and combination factors, and the scalability of call skill classification is not strong, resulting in insufficient flexibility for business adaptation
In addition, this method realizes business adaptation, which is mainly realized in the implementation program, and requires static code design in the business application layer, and the function scalability is weak
In particular, many outsourced call centers currently adopt resource outsourcing processing mode, and agents need to handle the business of multiple virtual call centers. In this case, multiple outsourced call centers are accessed with the same access code, but the selected business In the case of different types, using this method cannot automatically open the corresponding outsourced call center business processing system interface, and it is necessary to manually select the corresponding business processing system

Method used

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  • Call service processing method and system
  • Call service processing method and system
  • Call service processing method and system

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0027] In order to better illustrate the method of the present invention, at first, the configuration of the routing rule database that provides call service adaptation is described with a better database configuration mode. The configuration of the database is as follows:

[0028] Add corresponding configuration data such as rules, corresponding relationship between call skills and the rules, mapping relationship between the rules and routes, etc. in the database (or file), for dynamically matching the best processing target when the call route is adapted:

[0029] The rules contain the following information:

[0030] a) Rule ID

[0031] b) Rule description

[0032] c) Scope of rule application

[0033] d) Rule elements

[0034] e) The method of dynamic value acquisition of rule elements

[0035] Among them, the rule element is the constituent element of the call business processing intelligent automatic adaptation rule, including but not limited to the calling number, ca...

Embodiment 2

[0085] like figure 2 Shown is a schematic structural diagram of the call service processing system of this embodiment. As shown in the figure, the system includes:

[0086] The call information reading unit 201 is configured to read the call information of the call, and determine the call skill of the current call.

[0087] The routing rule database 202 is configured to store routing rules preset according to call information.

[0088] The routing rule includes: a rule, a corresponding relationship between a call skill and a rule, and a mapping relationship between a rule and a route. The rule includes: a rule element and a value-taking method of the rule element. The rule elements include but are not limited to calling information such as calling number, called number, customer location, customer brand, service representative city, original calling number, original called number, service type, etc.

[0089] The specific configuration of the routing rule database 202 is th...

Embodiment 3

[0096] like image 3 Shown is a schematic structural diagram of the system of this embodiment, as shown in the figure, the difference between the system of this embodiment and Embodiment 2 is that the system of this embodiment further includes:

[0097] The routing rule database configuration unit 206 is configured for the user to configure the routing rule database 202 through insert, update, and delete operations.

[0098] The user can dynamically configure the routing rule database 203 through the routing rule database configuration unit 206 according to actual needs.

[0099] It can be seen from the above that due to the addition of the routing rule database configuration unit 206, the dynamic configuration of the routing rule database 202 is realized, making the call service processing system more flexible and more scalable.

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Abstract

The invention relates to the communication field and discloses a call service treatment method and a system. The inventive method comprises determining the calling information and calling skill of a call; determining a routing rule correspondent to the call based on the determined calling information and calling skill of the call; and adapting the call to a service treatment subsystem correspondent to the routing rule. The invention enables the call center to rapidly and accurately localize the call in the relevant service treatment subsystem, reduces the workload of business representative, and increases the treatment capacity of the call center.

Description

technical field [0001] The present invention relates to the communication field, in particular to a call service processing method and system in the field of Computer & Telephone Integration in a call center. Background technique [0002] The call center originates from Computer & Telephone Integration (CTI) technology, which is the product of the combination of computer and communication, and provides value-added services for enterprises through centralized processing of a large number of incoming calls. In the early 1990s, the development of communication technology and computer communication promoted the birth of CTI technology. The so-called CTI technology is the integration of computer and communication technology, aiming to make better use of the huge data processing capacity of the computer through the telecommunications communication network extending in all directions. [0003] A call center was originally defined as a place where a large number of incoming calls w...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/22H04M3/42H04Q3/545G06F17/30
Inventor 黄卫
Owner HUAWEI TECH CO LTD
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