Layered service route system of customer service system

A technology of customer service system and layered service, applied in the field of layered service routing system, can solve the problem that the platform cannot reflect the business characteristics, and achieve the effect of good scalability

Inactive Publication Date: 2008-06-18
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In this case, if the simple routing and queuing method is still adopted, the advantages of the platform cannot be reflected in the flexible and rich business features

Method used

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  • Layered service route system of customer service system
  • Layered service route system of customer service system
  • Layered service route system of customer service system

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0037] Hereinafter, the present invention will be described in detail with reference to the accompanying drawings.

[0038] refer to figure 1 , the layered service routing system for customer service system according to the present invention comprises:

[0039] The call level-skill matrix setting module is used to set the call level-skill matrix, wherein each intersection point of the call level-skill matrix is ​​a call waiting queue, and the call waiting queue corresponds to the call level and skill at its point.

[0040] Optionally, the call class is mapped by one or more hierarchical service control parameters for the call on hold. Call level={Σ[(1-actual connection ratio of layered service control parameter / set connection rate of layered service control parameter)×weight of layered service control parameter]}×original level of call.

[0041] The agent skill level-skill matrix setting module is used to set the agent skill level-skill matrix, wherein, each intersection poi...

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PUM

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Abstract

The invention discloses a layering service route system for a customer service system. A calling grade-skill matrix setting module sets a calling grade-skill matrix. Each crossing point of the calling grade-skill matrix is a calling wait queue. A seat skill grade-skill matrix setting module sets a seat skill grade-skill matrix. Each crossing point of the seat skill grade-skill matrix is a leisure seat queue. A calling wait processing module searches an accordant seat in the seat skill grade-skill matrix according to an appointed skill if a calling in a wait state exits; if the accordant seat is searched, then calling wait processing module distributes the seat to the calling; if not, then the calling wait processing module implements calling queue; a seat leisure processing module searches an accordant calling in the calling grade-skill matrix according to each skill of the seat if a seat in a leisure state exits; if the accordant calling is searched, then the seat leisure processing module distributes the seat to the searched calling, if not, then seat leisure processing module implements seat queue.

Description

technical field [0001] The invention relates to the field of data communication, in particular to a layered service routing system for a customer service system. Background technique [0002] The customer service system is an information system used to provide users with multiple access methods such as telephone, fax, and e-mail, and is mainly used to deal with users' requests, questions, complaints, suggestions and inquiries to enterprises, such as 114 in the telecommunications industry. , 1000, 1860, etc. In the customer service system, CTI (Computer Telephony Integration, computer telephony integration technology) is a core device, and the routing and queuing module is the core module of the CTI. The main function of the routing queuing module is to find the most suitable operator (seat) for the user (call). [0003] At present, the application of technologies such as Softswitch, Parlay Gateway (a concept and technical broadband technology proposed by the OSA / Parlay org...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523H04Q3/64H04L12/56H04L12/861
Inventor 付强
Owner ZTE CORP
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