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Method for implementing IP call centre and video call service

A call center and real-time service technology, applied in the communication field, can solve the problems of open standards, system expansion of operating costs, unsatisfactory remote access, and inability to fully meet the changing needs of customers' comprehensive services, so as to save hardware investment and improve Scalability, implementation support and management effects

Active Publication Date: 2008-07-16
HUAWEI TECH CO LTD +3
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Great changes have taken place in terms of service methods and service content. However, for call centers based on voice boards or voice switches as access means, their open standards, operating costs, and system expansion and remote access have all changed. There are unsatisfactory places, unable to fully meet the ever-changing needs of customers' comprehensive business

Method used

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  • Method for implementing IP call centre and video call service
  • Method for implementing IP call centre and video call service

Examples

Experimental program
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Embodiment Construction

[0024] As shown in FIG. 1, an embodiment of the present invention provides an IP call center, which mainly includes:

[0025] SoftACD (Software Automatic Call Distribution, Soft Queuing Machine), CTI (ComputerTelephony Integration, Computer Telephony Integration) platform, IP-IVR / MS (Interaction VoiceResponse, Interactive Voice Response) / MS (Media Server, Media Server), Agent Terminal Agent and Service control application server AS (Application Server), wherein: CTI platform connects SoftACD, IP-IVR / MS and Agent respectively through interfaces, SoftACD connects IP-IVR / MS and Agent through interfaces respectively; wherein:

[0026] 1. SoftACD is used to receive real-time service access requests from the Internet Protocol IP network, and submit real-time service access requests to the CTI platform, so as to realize the access of real-time services such as voice and fax.

[0027] SoftACD connects the switching equipment of each communication network through IP network. When the u...

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Abstract

The invention relates to a telecommunication technology, in particular to an IP call center and a realization method for a video call service, which is used to realize a call center and a video call service. A call center realized based on the Internet protocol comprises a SoftACD, a CTI platform, an IP-IVR / MS, an Agent and An AS; the realization method for a video call service of the IP call center comprises that: the SoftACD submits a received video call access request to the CTI platform, the CTI platform instructs the SoftACD to route the call access request to the IP-IVR / MS and prompts the IP-IVR / MS for the arriving of a call; the SoftACD initiates a call to the IP-IVR / MS, a video media channel is established between the IP-IVR / MS and a user terminal through the SoftACD, the IP-IVR / MS plays and prompts multimedia information through the video media channel and plays selected multimedia information to the user according to user keypresses.

Description

technical field [0001] The invention relates to communication technology, in particular to an implementation technology of an IP call center. Background technique [0002] A call center, also known as a customer service center, is a telephone service center that an enterprise provides services to customers. In the course of the development of the call center, the PBX-based call center, which is usually called a traditional or conventional call center, has not yet been introduced into the Internet. Such call centers generally have higher costs, and their customers are telecommunications and large and medium-sized enterprises. With the development of computer and telecommunication technology, CTI (Computer Telephony Integration) technology has been introduced. At this time, the call center can not only realize manual and automatic services, but also allow users' voice and text to be processed between any customer service personnel. Transfer each other to improve the service ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M7/00H04M3/42H04L29/06
CPCH04M3/5191
Inventor 苏宇陈捷
Owner HUAWEI TECH CO LTD
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