A realization method, application server and system for company telephone exchange access
A technology of application server and enterprise switchboard, applied in the field of communication, can solve the problems of waste of resources, inability to integrate into PC terminals, expensive artificial agent resources, etc., and achieve the effect of saving resources
Active Publication Date: 2008-09-17
HUAWEI TECH CO LTD
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AI Technical Summary
Problems solved by technology
At present, there are many related products in the industry that integrate traditional communication and IP communication into PC clients, but the existing technology has not yet integrated the capabilities of the three into PC terminals.
In addition, the maximum number of manual seats that a fully configured call center system can support is very limited. In reality, the number of users who need to use this mode of business (such as the number of users using PC terminals integrated with CC and IP phones) may much more than this number
Moreover, due to the limitation of call center construction, artificial agent resources are relatively expensive, and are generally used for services with a large call volume; individual users of PC terminals generally do not need to handle a large number of concurrent calls. Therefore, if call center + artificial Agent mode is a waste of resources
Method used
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[0032] An embodiment of the present invention is an embodiment of the switchboard access system, see figure 2 , is a schematic structural diagram of an embodiment of the switchboard access system. In this embodiment, the switchboard access system includes: a traditional terminal 201, a switchboard access platform 202, an application server 203, a soft terminal 204, and a binding terminal 205. In the embodiment of the present invention, The soft terminal is described by taking the PC soft terminal as an example, and other soft terminals may also be included, and the specific implementation methods are the same.
[0033] Among them, the traditional terminal 201 accesses the switchboard access platform 202 through the switching core network to call the called party (such as binding terminal C) 205; the switching core network can include PSTN network, PLMN network, and NGN network. The terminal can be a landline phone, PHS, mobile phone, SIP phone, etc.
[0034] The switchboard ...
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The invention discloses an implementation for accessing to an enterprise central exchange, comprising: receiving a calling request transferred from a central exchange access platform; acquiring the information of a calling requesting party, and sending calling request information with the information of the calling requesting party to a soft terminal; receiving the calling selection information returned by the soft terminal according to the information of the calling requesting party, and calling control processing according to the calling selection information. Therefore, a calling requested party can realize agent function of personal extension in no need of technique queue + agent mode of current calling center, thus greatly saving hardware resources needed by a deployment calling center; besides, the calling requested party can flexibly and automatically process different calling requests by the system. Furthermore, the invention discloses the system for implementing access to the enterprise central exchange, an application server and a terminal.
Description
technical field [0001] The present invention mainly relates to communication technology, and more specifically, relates to a method, an application server and a system for implementing access to an enterprise switchboard. Background technique [0002] The switchboard access service is that some operating entities apply for a switchboard access number. When users dial the switchboard access number, they can provide automatic extension extensions and manual services. Enterprises can save communication costs between enterprise users by handling switchboard products, and at the same time Improve the company's own image and better serve corporate customers. [0003] Currently, the ability to implement call queuing is generally implemented through the CTI technology. see figure 1 , which is a schematic structural diagram of a switchboard access system realized by CTI technology in the prior art. The switchboard access system includes: traditional terminal 101, PSTN / NGN (Public S...
Claims
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IPC IPC(8): H04M3/523H04M3/51H04M3/42H04M3/54
Inventor 章异敏
Owner HUAWEI TECH CO LTD