Background service progress unit, seat system and calling control method thereof

Abstract

The invention discloses a background service progress unit, a seat system and a calling control method thereof. The background service progress unit comprises a protocol stack module, a state machine module and a service access interface module. The seat system comprises a browser and the background service progress unit. The method comprises the following steps: sending an operation request of a customer representative to the background service progress unit by the browser through an operation page; judging whether the requested operation can be executed currently or not by the background service progress unit, if so, sending the operation request to a CTI server; transmitting the received operation request to an automatic calling distributor to execute the operation by the CTI server, and after the operation is executed, transmitting a notification message of finishing the operation to the background service progress unit; and switching seat states by the background service progress unit according to the notification message of finishing the operation. The invention ensures that the customer representative can log in the CTI server and treat callings through an ordinary computer host.

Description

technical field [0001] The invention relates to network communication and call center application technology, more specifically, relates to a background service process unit, a seat system and a call control method thereof. Background technique [0002] With the rapid development of the Internet, the IP-based network has gradually become an indispensable tool in people's daily work and life. And browser, as the most important tool for people to access Internet information, has been widely used by various users. [0003] As a basic functional software, a browser is very easy to obtain, and various browsers generally have scalability. If the software is implemented based on a browser, it must have certain inherent advantages in ease of deployment and high scalability. [0004] The existing agent system generally adopts the program structure of the C / S (Client / Server, client / server) model. With the migration from the ordinary telephone network to the IP network, the advantage...

AI Technical Summary

Problems solved by technology

[0005] 1) It is not easy to deploy. The existing agent system adopts the traditional software release method, which requires manual installation and configuration, which is time-consuming and laborious

[0006] 2) It is not easy to maintain. Due to the installation method for deployment, each agent system is a separate copy and must be configured separately

Once there is a problem with the program, it needs to be replaced, or the configuration needs to be adjusted, it must be processed by manpower one by one

[0007] 3) The reliability is poor, because the business logic and call control do not adopt a layered design, the two affect each other

Once there is a problem with the business module, it will lead to abnormal termination of the call

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