Method and device for call processing

A call processing and calling party technology, which is applied in the field of telecommunications, can solve problems such as the indistinguishability between customer calls and daily calls, and affect the service quality of enterprises, so as to achieve the effect of improving brand awareness and improving management quality

Active Publication Date: 2008-10-22
中国移动通信集团海南有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] The purpose of the present invention is to provide a call processing method and device to solve the technical problem in the prior art that when the customer and the service manager interact with each other, the customer call is not distinguished from the daily call, which affects the service quality of the enterprise

Method used

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  • Method and device for call processing

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0043] figure 2 For embodiment 1 of the present invention, the customer dials the enterprise service number to be connected to the service manager implementation flowchart, and embodiment 1 of the present invention specifically includes the following steps:

[0044] Step S101, when the customer wants the company to provide services for him, he does not need to remember the number of the service manager, but only needs to dial the unified service number of the company, such as 1255518;

[0045] Step S103, connecting the traffic to the platform through the communication network;

[0046] Step S105, the platform uses IVR technology to authenticate the customer. If the customer is an exclusive service customer, the platform obtains the service manager to which the customer belongs through database and middleware technology, and goes to step S107. If the customer is not an exclusive service customer, the call traffic is connected to Customer service hotline, such as 10086;

[00...

Embodiment 2

[0055] image 3 For the service manager of the second embodiment of the present invention, the service manager adds a prefix to the customer number to call out the implementation flow chart of the customer, and the second embodiment of the present invention specifically includes the following steps:

[0056] Step S201, when the service manager dials the customer number, add a prefix to the customer number and call the communication network;

[0057] Step S203, the communication network analyzes the prefixed customer number, switches the customer call (such as 49+customer number) whose prefix (such as 49) is a specified number to the platform, and carries the calling and called numbers;

[0058] Step S205, the platform uses IVR technology to separate the prefix of the called number, converts the called number into a customer number, and then authenticates the service manager to determine whether the calling number is the number of the service manager and whether the called cust...

Embodiment 3

[0065] Figure 4 For embodiment 3 of the present invention, the service manager is in the implementation flowchart of the working state of the service assistant, the service manager in the embodiment 3 is in the abnormal working state, or in the unavailable state, the step of transferring the service assistant is added, and the customer calls with SMS sent to the service manager. Unavailable in the specific implementation manner of the present invention may refer to any situation that may lead to connection failure, such as on-hook, long time no answer, busy line, no signal, etc. Embodiment 3 of the present invention specifically includes the following steps:

[0066] Step S301, the customer only needs to dial the unified enterprise service number;

[0067] Step S303, connecting the traffic to the platform through the communication network;

[0068] Step S305, the platform uses IVR technology to authenticate the customer, and obtains the service manager to which the custome...

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Abstract

The invention discloses a call processing method and a call processing device, which are mainly applied to service platforms in the telecommunication field. The call processing method is as follows: a corresponding relation between an enterprise service number and a service manager is set; when a customer performs traffic interaction with the service manager, a calling number of the customer or the service manager is subject to the processing of display information according to the enterprise service number and is sent to a called party. The call processing device comprises a setting unit anda processing unit. The method and the device solve the problem that in the prior art, the customer session and the daily session are not distinguished when the customer and the service manager perform the traffic interaction; the service manager can accurately distinguish an ordinary call and a customer call by adding identification information in front of a calling customer number, which improves service quality.

Description

technical field [0001] The invention relates to a method and a device for an operator in the field of telecommunications to realize a service, in particular to a call processing method and a device for realizing a unified exclusive service for a big customer. Background technique [0002] With the rapid development of the service industry, enterprises in telecommunications, banking, securities, insurance and other industries have equipped high-end customers with service managers to provide one-to-one special services, which is conducive to improving service quality and customer satisfaction and loyalty; In other industries, enterprises need to unify outbound numbers to enhance customer trust and also facilitate the management of the sales process. [0003] The invention patent application publication specification with the application number 200510120890.0 discloses a call processing method and device, which can receive customer call requests through a unified service access...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/523H04M3/42H04Q7/22H04Q7/38
Inventor 王少甫左会军王文宣
Owner 中国移动通信集团海南有限公司
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