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Calling allocation method, device and system

A technology of call distribution and call request, which is applied in the field of communication, can solve the problem of low demand matching degree and achieve the effect of improving demand matching degree

Inactive Publication Date: 2010-07-28
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] In the process of realizing the present invention, the inventor found that the prior art has at least the following disadvantages: ACD allocates the call of the calling terminal to the candidate answering party according to the existing call allocation method, and mainly considers the candidate answering party in the process of allocation. The busyness of the party and the poor match with the needs of the caller

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  • Calling allocation method, device and system
  • Calling allocation method, device and system
  • Calling allocation method, device and system

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Embodiment Construction

[0023] The specific embodiments of the present invention will be further described in detail below in conjunction with the accompanying drawings.

[0024] figure 1 It is a schematic flow chart of the call distribution method provided by Embodiment 1 of the present invention, such as figure 1 As shown, this embodiment may include the following steps:

[0025] Step 101: Receive a call request message from a calling terminal;

[0026] Step 102: Select a responder according to the distance information between the calling terminal and the candidate responder;

[0027] Step 103: Send the call request message to the selected responding party.

[0028] In this embodiment, the calling terminal first sends a call request message to the call center. The call request message carries the calling terminal number such as 138000000000, the call center number such as 120 and other related information to request the call center to allocate candidate responses. Party to communicate. After receiving the ...

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PUM

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Abstract

The embodiment of the invention relates to calling allocation method, device and system. The method comprises the following steps of: receiving a calling request message of a calling terminal; selecting an answering party according to distance information of the calling terminal and a candidate answering party; and sending the calling request message to the selected answering party. The device comprises a receiving module, a selecting module and a sending module, wherein the receiving module is used for receiving the calling request message of the calling terminal; the selecting module is used for selecting the answering party according to the distance information of the calling terminal and the candidate answering party; and the sending module is used for sending the calling request message to the selected answering party. In the embodiment of the invention, the calling of the calling terminal is allocated to the answering party according to the distance relation, and the requirement matching degree on callers is improved.

Description

Technical field [0001] The present invention relates to the field of communication technology, in particular to a call distribution method, device and system. Background technique [0002] Automatic call distribution (Automatic Call Distribution, hereinafter referred to as: ACD) is an important symbol that distinguishes the call center from the general hotline telephone system and automatic answering system. The quality of the call distribution method directly affects the call center. Efficiency and user satisfaction. In a call center, the job of ACD is to process call requests from calling terminals in batches, and assign the calls of these calling terminals to specific agents or candidate answering parties according to a prescribed call distribution method. [0003] In the process of implementing the present invention, the inventor found that the prior art has at least the following shortcomings: ACD allocates the call of the calling terminal to the candidate answering party acc...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/42H04M7/00
Inventor 温长城
Owner HUAWEI TECH CO LTD