Call centre system

A call center and call signal technology, applied in the field of information services, can solve the problems of high complexity, lack of logic in the arrangement of interface operation buttons, cumbersome operation, etc., and achieve the effects of reducing the amount of development, good scalability and flexibility

Active Publication Date: 2009-04-22
CHINA TELECOM CORP LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

When new business functions need to be added, a common method is to implement a business system outside the original system. The operator needs to switch between different systems during operation, which is cumbersome to operate, and there are hidden dangers of errors in data transmission and other aspects; another One method is to integrate new business funct

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Embodiment Construction

[0016] The present invention will be described more fully hereinafter with reference to the accompanying drawings, in which exemplary embodiments of the invention are illustrated.

[0017] The basic idea of ​​the present invention is to realize the call center system by adopting the container structure combining client / server (Client / Server, C / S) and browser / server (Browser / Server, B / S). The C / S architecture, as the main architecture of the system, is a system container. Implement computer telephony integration (CTI) functions closely related to the voice platform, such as telephone answering, hanging up, dialing, hold, conference call, and call transfer, through the C / S architecture to meet high real-time requirements; The B / S architecture implements operations such as querying, entering, and modifying business data, and implements business functions such as data intercommunication and transfer with other business systems through interfaces to achieve the purpose of collabora...

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PUM

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Abstract

The invention discloses a calling center system which comprises a queuing machine, a CIT server, an application server and a position system. The position system is used for supplying a service interface for an operator representative, transmitting an operation request to the application server based on the operation of the operator representative and displaying an operation result returned from the application server on the service interface as well as transmitting a control command to the CIT server based on the operation of the operator representative; wherein, the basic functions are realized between the position system and the application server by a client terminal/server mode; the business functions are realized by a browser/server mode. The calling center system simply integrates a business system based on a B/S structure into the service interface by using the mode of built-in web browser or inserter and divides the functional areas by adopting a uniformed staff service interface framework, which greatly reduces the developing load of new businesses on one hand and can also avoid the frequent operations of a telephonist in different business systems on the other hand, thus being convenient for being used by the telephonist.

Description

technical field [0001] The invention relates to information service technology, in particular to a call center system. Background technique [0002] At present, the call center system has developed from a system that only provides users with a single service to an integrated information service system that can provide users with multiple services. The functions of the agent system of the call center system are also very rich, and its manual service interface is no longer an interface that can only realize simple telephone functions. Therefore, the technical difficulty in the realization of the call center system is not the lack of proper functions, but how to integrate and integrate various business functions easily and efficiently, so that new business functions can be quickly deployed and displayed on the manual service interface to provide convenience to the operator ground use. [0003] The existing call center system is mostly a closed system. When new business funct...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M3/51H04L29/08
Inventor 王桢
Owner CHINA TELECOM CORP LTD
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