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Large-scale distributed call center system

A call center and distributed technology, applied in the field of information services, can solve problems such as complex structure, not suitable for the organizational structure of small and medium-sized enterprises, and unable to adapt to business expansion needs, and achieve the effect of solving capacity constraints

Active Publication Date: 2012-04-11
SHANGHAI CTRIP COMMERCE CO LTD
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  • Summary
  • Abstract
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  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the existing call center systems are either small in scale, with only a few dozen or at most hundreds of seats, which cannot meet the needs of large-scale business expansion; , but the structure is complex and the networking is not flexible enough, which is not suitable for the organizational structure of each branch of small and medium-sized enterprises

Method used

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Embodiment Construction

[0018] Various specific implementations of the large-scale distributed call center system of the present invention will be described in detail below with reference to the accompanying drawings.

[0019] refer to figure 1 A large-scale distributed call center system provided by a specific embodiment of the present invention includes a relay access gateway 10, a session management server 20, a voice portal management server 30, a voice media processing platform 40, and a plurality of exchanges 50 : Wherein, the relay access gateway 10 is connected to the session management server 20, the voice portal management server 30 and a plurality of exchanges 50, and is used to convert the signaling of various modes provided by the operator 100 into SIP signaling and send it into the session management The server 20 thus establishes a call link, and first sends the traffic provided by the operator to the voice portal management server 30 through the RTP protocol, and then sends it to the ...

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Abstract

The invention discloses a large-scale distributed call center system which comprises a relay access gateway, a session management server, a voice portal management server, a voice medium processing platform and a plurality of exchangers. The large-scale distributed call center system carries out unified access processing on the voice relay traffic of each division point, and assigns the traffic to the agent of each division point in a balanced manner in accordance with an intelligent routing strategy. The mode technically solves the capacity constraint of the single exchanger system of the large-scale call center, and is more flexible and expansible in the internetworking of each branch mechanism. From the perspective of business, agents can be flexibly and conveniently arranged in accordance with personnel configuration conditions everywhere, thereby indeed ensuring that the technology is oriented to people and serves the business.

Description

technical field [0001] The invention belongs to an information service technology and relates to a large-scale distributed call center system. Background technique [0002] At present, the call center system has been widely used in all walks of life, from customer service calls in the telecommunications industry to telephone banking in the financial industry, to service hotlines of governments and public institutions, and telephone reservations for travel, hotels, and air tickets, etc. It can be said that call centers have penetrated into every corner of people's lives. However, the existing call center systems are either small in scale, with only a few dozen or at most hundreds of seats, which cannot meet the needs of large-scale business expansion; , but the structure is complex and the networking is not flexible enough, so it is not suitable for the organizational structure of each branch of small and medium-sized enterprises. Contents of the invention [0003] One pu...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/523H04L29/08
Inventor 沈强
Owner SHANGHAI CTRIP COMMERCE CO LTD
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