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Method and device for processing call

A technology of call request and automatic call, applied in the field of communication, which can solve the problems that the call request of the user terminal cannot be processed in time, and the service of the user terminal cannot be carried out normally.

Active Publication Date: 2014-03-26
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] In the prior art, if there is no corresponding agent on the agent terminal selected by the ACD, the call request of the user terminal cannot be processed in time, and the service requested by the user terminal cannot be performed normally.

Method used

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  • Method and device for processing call
  • Method and device for processing call
  • Method and device for processing call

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Embodiment Construction

[0019] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0020] figure 1 A schematic flowchart of a call processing method provided in Embodiment 1 of the present invention, as shown in figure 1 As shown, the call processing method of this embodiment may include the following steps:

[0021] Step 101, ACD receives a call request from a user terminal;

[0022] Step 102, the above-mentioned ACD selects...

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Abstract

The present invention provides a method and device for call processing. The method includes the following steps: an Automatic Call Distributor (ACD) receives a call request from a user terminal; according to the correspondence relationship between the seat terminal and the state information of the seat operator, the ACD selects a seat terminal correspondence to any available seat operator, and the state information of the seat operator is used for identifying whether the seat operator is available; the ACD transmits the call request to the seat terminal, so that the seat operator processes the call request of the user terminal by the seat terminal.

Description

technical field [0001] Embodiments of the present invention relate to communication technologies, and in particular to a call processing method and device. Background technique [0002] A call center generally consists of an automatic call distribution system (Automatic Call Distributor, referred to as ACD) that is, a queuing machine, a computer communication integration (Computer Telecommunication Integration, referred to as CTI) server, an interactive voice response system (Interactive Voice Response, referred to as IVR), and an agent terminal. . There are generally two types of services in the call center, one is automatic service, which handles call requests from user terminals through IVR, and the other is manual service, where selected agents process call requests from user terminals through seat terminals. When the communication connection between the CTI server and the ACD is normal, the selection of the agent terminal can be performed through the CTI server; when t...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/42H04M3/22
CPCH04M3/51
Inventor 邵建涛
Owner HUAWEI TECH CO LTD