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Next-generation call center system and call overflow method thereof

A call center, next-generation technology, applied in the direction of subscriber special services, electrical components, automatic switching offices, etc., can solve problems such as complex implementation, achieve simple processing, improve user satisfaction and market share, and achieve significant economic and social benefits. effect of benefit

Active Publication Date: 2010-02-10
ZTE CORP
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  • Description
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AI Technical Summary

Problems solved by technology

This method is complicated to implement: it needs to go through the coordinated processing of modules such as agents, computer telephony integration (CTI), automatic call distribution (ACD), session initiation protocol (SIP), unified service platform (for example, UP10), and in some cases even requires Multiple processing between these modules

Method used

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  • Next-generation call center system and call overflow method thereof
  • Next-generation call center system and call overflow method thereof
  • Next-generation call center system and call overflow method thereof

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Embodiment Construction

[0027] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be described in detail below with reference to the accompanying drawings and specific embodiments.

[0028] refer to figure 1 , The next-generation call center system of the embodiment of the present invention mainly includes: a configuration module, a unified service platform, a general control module, a preprocessing module, a routing queuing module and a database. Wherein, the configuration module, the master control module, the preprocessing module, the routing queuing module and the database are set in the CTI (Computer Telephony Integration, computer telephony integration) server of the system; the unified business platform is an external entity, for example, can be UP10. The preprocessing module completes the preprocessing of queued requests, and preprocessing is a time-consuming process. Therefore, there may be multiple preprocessing modul...

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Abstract

The invention discloses a next-generation call center system and a call overflow method thereof. The method comprises the following steps: A, acquiring a corresponding preprocessing policy according to a designated virtual center and a designated skill in a queuing request of a user, acquiring the area code and priority of the user according to the preprocessing policy, and combining a routing policy; B, finding a seat for the user according to the routing policy, judging whether the number of users in a corresponding skill queue reaches a threshold value of a call wait number wherein when noseat is found, executing call overflow processing of the user if the number of users in the corresponding skill queue reaches the threshold value of the call wait number, and adding the user in the skill queue for queuing if the number of users in the corresponding skill queue does not the threshold value of the call wait number; and C, judging whether the queuing time of a user in the skill queuereaches an overflow wait time period, and executing call overflow processing of the user waiting for the overflow wait time period in the skill queue. The method ensures the simplicity and high efficiency of the processing for transferring the calls of the users.

Description

technical field [0001] The invention relates to the field of call centers, in particular to a next-generation call center system and a call overflow method thereof. Background technique [0002] The call center, also known as the customer service system, is an information system used to provide users with multiple access methods such as telephone, fax, and email. 1860 in the telecommunications industry, 95555 in the financial industry, etc. Next Generation Call Center (NGCC) refers to a call center based on Next Generation Network (NGN). The next-generation call center uses virtual centers to organize system resources such as agents and skills, and supports complex routing strategies, making the system more abundant and powerful. [0003] Current traditional call centers and next-generation call centers can transfer users to other agents, other skills, and other services through single-step transfer and consultation on the agent side. This method is complicated to impleme...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/523
Inventor 付强赵春辉
Owner ZTE CORP
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