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Call flow processing method, device and system

A processing method and technology of a processing device, which are applied in the business support field of communication service services, can solve problems such as connection interruption, and achieve the effects of avoiding connection interruption, improving service quality, and ensuring normal connection.

Active Publication Date: 2010-09-22
CHINA MOBILE GROUP ANHUI
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  • Abstract
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AI Technical Summary

Problems solved by technology

[0007] The purpose of the present invention is to propose a method for processing a call flow to ensure the reliable operation of the IVR and to avoid the risk of interruption of the connection when the IVR flow in the prior art will cause a large number of calls.
[0008] Another object of the present invention is to propose a call flow processing device for the IVR flow in the prior art, which will cause interruption of connection when the call volume is large, so as to ensure the reliable operation of IVR and avoid the risk of interruption of connection
[0009] Another object of the present invention is to propose a call flow processing system for the IVR flow in the prior art that may cause interruption of connection when the call volume is large, so as to ensure the reliable operation of IVR and avoid the risk of interruption of connection

Method used

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  • Call flow processing method, device and system
  • Call flow processing method, device and system
  • Call flow processing method, device and system

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Embodiment Construction

[0034] The embodiments of the present invention will be described below with reference to the accompanying drawings. It should be understood that the embodiments described herein are only used to illustrate and explain the present invention, but not to limit the present invention.

[0035] It should be noted that the embodiments of the present invention can be applied to all technical fields related to call flow switching in communication services, and each embodiment of the present invention can set active nodes and standby nodes respectively in different branch nodes in software flow processing, as long as The technical solutions involving node connection can be implemented by the present invention, no matter whether the call is switched from the main node of each branch node to the standby node, or the standby node is switched back to the main node of the branch node, the call can be connected to the next node. A main node of a branch flow, the following embodiments only tak...

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Abstract

The invention discloses a call flow processing method, a device and a system. The method comprises the following steps: respectively setting a host node and a standby node for each branch node in a call flow; and entering the call of the host node of each branch node in the call flow, switching the call of the host node to the standby node of the branch node after meeting the preset switching condition. The invention solves the problem that data is easy to congest when the call volume is large, reduces the dependence on the operating environment, further improves the success rate of call connection because of considering the failure of individual calls, ensures the normal connection of the individual calls and improves the quality of service.

Description

technical field [0001] The present invention relates to the field of business support of communication business services, in particular to a method, device and system for processing nodes in a call flow. Background technique [0002] Interactive Voice Response (IVR) is an important device in the call center system. It can complete functions such as guiding users to make choices, automatic voice reading, and automatic fax sending and receiving. It is an important means for customer service centers to achieve 24-hour service. . However, how to effectively avoid the risk of process interruption caused by IVR and its operating environment is an important topic of current system risk management and control. [0003] At present, the IVR process adopted by the call center system is a single-node process. In the complete IVR process, the branch node that guides the user to select in the sub-process is a single node. When the process runs to this node, the IVR will prompt the user. ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04Q3/00
Inventor 吕涛
Owner CHINA MOBILE GROUP ANHUI
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