Seat call-out limitation method
A technology of seat and parameter limitation, applied in the field of communication, can solve problems such as increase in seat maintenance cost, decrease in system performance, limit seat capacity, etc., and achieve the effect of improving system capacity and stability, improving promotion prospects, and simplifying design.
Inactive Publication Date: 2008-06-11
ZTE CORP
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[0004] However, this approach is limited by the fact that every agent must have access to the database, which degrades the performance of the overall system
At the same time, due to the increase of database visits, the capacity of agents in the system is limited, and the maintenance and upgrade costs of agents are increased.
Moreover, due to the strong customization and regional characteristics of the agent's outgoing call restriction, it is difficult for the system to adapt to the user's needs, resulting in an increase in agent maintenance costs
[0005] At the same time, due to the high requirements for customization and regionalization of the black and white list functions, users may need to change the relevant mechanisms at any time, and the functional restriction data of the relevant black and white lists is also very inconsistent, making it difficult to provide black and white list functions at the platform server level
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[0023] The embodiments of the present invention will be described in detail below with reference to the drawings and in combination with the embodiments.
[0024] figure 2 It is a schematic diagram of the system structure of the call restriction processing of the customer service system of the present invention. Such as figure 2 As shown, it includes: database module 204, which is used to provide outbound restriction configuration data and stored procedures for logic judgment, and completes the judgment of outbound restriction; CTI server module 206, which is used to provide support for agent call functions and provide basic call control at the same time And judge, be responsible for the conversion of TSAPI agreement and CSTA agreement, in the present invention, provide the judgment of outgoing restriction; Seat module 208 is used for providing all call function and service function support, by interacting with the operator, complete the part of service function that accomm...
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The invention provides a seat call-out limiting method which comprises: Step S302, seat call-out limiting parameters are set; Step S304, a server receives outgoing requests from request seats, and whether the call-out is permitted or not is judged by calling a call-out limiting storage process and basing on the set call-out limiting parameters; Step S306, if the call-out is permitted, a normal customer service system processing flow is used to process according to the standard protocol; and Step S308, if the call-out is forbidden, error information is returned to the request seat to finish call-out flow. Therefore, the invention simplifies the design of the customer service system and provides flexible and convenient black and white list function of the seat.
Description
technical field [0001] The invention relates to a customer service system in the communication field, and more specifically relates to a method for restricting outgoing calls by an agent in the customer service system. Background technique [0002] In the current customer service system, in order to realize the agent's outgoing call restriction, that is, the black and white list function, the common implementation method is to query the database through the agent subsystem to obtain the outgoing call restriction data, and judge whether to allow the call out through the calculation of the agent itself. [0003] Below, refer to figure 1 The basic architecture of the existing customer service system for calling out restriction processing is described. figure 1 It is the basic architecture of the existing customer service system for calling out restriction processing. Such as figure 1 As shown, the basic architecture of the existing customer service system for outbound restri...
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IPC IPC(8): H04M3/51H04M1/60
Inventor 赵敏辉
Owner ZTE CORP