Route control method of virtual call centre

Abstract

A route control process of a virtual calling center comprises the following steps that a route master control module conducts overflow index according to the service code of the incoming call on the first virtual center, a route request inquiry message is transmitted to the route module of the second virtual center according to the virtual center number of the second virtual center which is obtained by the index if the overflow index is successful, the route module of the second virtual center conducts the route request inquiry according to the service code which is contained in the route request inquiry message, a seat number is returned if has available seats, and the route master control module transmits the seat number to a calling platform. The invention increases the route master control module on a calling center system, arranges the route modules for each virtual calling center, transfers calling request to the other available seat of the virtual calling center which can provide relative services when the calling of the some virtual calling center overflows, thereby realizing the resource sharing of the whole calling center system.

Description

technical field [0001] The invention relates to the field of call centers, in particular to a routing control method for a virtual call center. Background technique [0002] For customers or consumers, the geographical distribution of the virtual call center is multi-point, but the access equipment and technical means (including software) adopted are centralized access in one place, and in the virtual Unified distribution of incoming calls in the call center. Using this feature of the virtual call center, multiple different call centers can be implemented on the same platform. The advantage of a virtual call center is that no matter where the customer service representative is located, the virtual call center system can route incoming calls to an available customer service representative with appropriate skills. [0003] figure 1 It is a schematic diagram of the system structure of the existing virtual call center system. like figure 1 As shown, the call platform of the...

AI Technical Summary

Problems solved by technology

[0004] However, when there are multiple virtual call centers in the entire call center system, due to the differences in service personnel configuration and incoming call traffic peak time of each virtual call center, there may be a virtual call center with The service personnel with a certain skill are all busy, and the user's incoming call can only be waited in line, while the service personnel with the same skill in another virtual call center are idle, but they cannot handle the incoming call because they cannot be forwarded to the virtual call center

This will result in a waste of resources and a decrease in user satisfaction

Images