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Call method for realizing multi-session, call center, application server and terminal

A call center and call method technology, applied in telephone communication, connection management, electrical components, etc., can solve problems such as bad experience, reduce the first-time resolution rate of call centers, and achieve the effect of improving satisfaction and saving network resources

Active Publication Date: 2016-11-23
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the customer needs to interrupt the current voice call before initiating a video call, and the video call needs to be queued again according to the basic queuing principle of the call center (call first come first serve, agent first idle first serve), thus reducing the call center First Resolution Rate (FCR) and give users a bad experience

Method used

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  • Call method for realizing multi-session, call center, application server and terminal
  • Call method for realizing multi-session, call center, application server and terminal
  • Call method for realizing multi-session, call center, application server and terminal

Examples

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Embodiment Construction

[0055] The main concept of the present invention is that a new capability needs to be added in the call center, that is, after a call (voice, video, text, Web browsing, etc.) On the basis of the call connection, another type of session is initiated, that is, a call process contains multiple sessions, the first session of the call can be called the main session, and the session of the subsequent call can be called the additional session, wherein, The same call ID is required throughout the call process (that is, the call ID is unique throughout the call process), but different session IDs are required, and the call center can perform queuing and routing according to the call ID and the main session ID (guaranteed in a call ID) During a call, assign all sessions of the same user to the same agent) to enable multiple conversations between the customer and the agent.

[0056] The technical solutions of the present invention will be described in further detail below in conjunction ...

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PUM

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Abstract

The invention discloses a multi-session call method, a call center, an application server and a terminal, belonging to various multimedia call technologies in NGCC. The method of the present invention includes: when the NGCC receives a session request, if the session request carries information about an established session connection, then judging that the session request is an additional session request for the session connection, and the NGCC judges that the session request is an additional session request for the session connection, and the NGCC The connection information determines the call identifier corresponding to the session connection, and assigns the additional session to the agent corresponding to the call identifier. The technical solution of the invention enables service representatives to choose a suitable service mode to serve customers at any time according to the situation, thereby effectively improving the FCR of the call center and user satisfaction, and effectively saving network resources.

Description

technical field [0001] The present invention belongs to various multimedia call technologies in Next Generation Call Center (NGCC, Next Generation Call Center), and mainly relates to a call method for realizing multi-session (MultiSession), call center, application server and terminal. Background technique [0002] A call center is a special system for a group of agents or business representatives of a company to centrally process incoming calls and issue calls to contact users. A traditional call center includes the following components: (1) A user access system with automatic call distribution (ACD, Automatic Call Distribution) capability, ACD completes user call access, control and management; (2) Interactive voice response system (IVR, Interactive Voice Response), the user completes the business operation according to the voice prompt; (3) Computer-Telephony Integration server (CTI, Computer-Telephony Integration), completes call routing and queuing; (4) agent (Agent), e...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04W72/12H04W74/06H04W76/04H04W88/18
CPCH04M3/523H04M2203/551
Inventor 李伟华
Owner ZTE CORP