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Call processing method, call control device, automatic call distribution device and seat terminal

A call control device and automatic calling technology, which are applied in the direction of automatic exchange, the network of telephone services provided, telephone communication, etc., can solve the problems affecting the overall service quality of the call center, the heavy load of cloud servers, etc., and reduce the processing of streaming media. The effect of reducing the burden, reducing the processing burden, and ensuring the quality of service

Active Publication Date: 2012-07-25
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

For the call center, this kind of streaming media processing task is very intensive, so it will inevitably cause the cloud server to be overloaded and affect the overall service quality of the call center

Method used

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  • Call processing method, call control device, automatic call distribution device and seat terminal
  • Call processing method, call control device, automatic call distribution device and seat terminal
  • Call processing method, call control device, automatic call distribution device and seat terminal

Examples

Experimental program
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Embodiment Construction

[0041] figure 1 It is a schematic diagram of the network structure of the call center 100 according to an embodiment of the present invention. Such as figure 1 As shown, the call center 100 includes an automatic call distribution device 102 , a cloud server 104 and agent terminals 106 , 108 and 110 .

[0042] The call center 100 is constructed based on desktop cloud technology, and the agent terminals 106, 108 and 110 are used as thin clients, and each agent terminal can communicate with the cloud server 104 through a local area network. Of course, each agent terminal can also communicate with the cloud server 104 through a wide area network such as the Internet, such as a SOHO (Small Office Home Office) agent terminal. Those skilled in the art should understand that although figure 1 Only three agent terminals are shown in the figure, that is, agent terminals 106, 108 and 110, but in the actual implementation process, the number of agent terminals can be set according to s...

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PUM

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Abstract

The implement of the invention provides a call processing method, a call control device, an automatic call distribution device and a seat terminal, wherein the call processing method comprises the steps that the call control device receives a processing request to a call, which is distributed by the automatic call distribution device so as to extract the media link address and the media ability of the automatic call distribution device, which are carried in the processing request; the call control device carries out media negotiation based on the media abilities of the seat terminal and the automatic call distribution device; the call control device establishes a media session between the seat terminal and the automatic call distribution device according to the media link address of the seat terminal, the media link address of the automatic call distribution device and the media negotiation result so as to be convenient for the seat terminal to process the call. The implement of the invention also provides the call control device, the automatic call distribution device and the seat terminal, so that the processing burden of a whole cloud server is reduced, and the service quality of the call center based on the cloud computing technique can be effectively guaranteed.

Description

technical field [0001] The invention relates to call center technology, in particular to a call processing method, a control device, an automatic call distribution device and an agent terminal. Background technique [0002] With the development of technologies such as distributed computing, virtual computing, and elastic resource management, cloud computing has become a new service model. As one of the cloud computing service models, desktop cloud has many advantages such as high information security, convenient maintenance, energy saving and emission reduction, green environmental protection, and convenient mobile office. This cloud computing service mode concentrates the processing capability of a personal terminal (including, for example, a central processing unit (Central Processing Unit, CPU) and hard disk, etc.) to a cloud computing resource center (such as a network computing server). In this case, the personal terminal becomes a thin client (Thin Client, TC), and th...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04L29/08
CPCH04M3/50H04L65/1046H04M7/006H04M3/5141H04L65/1069H04L65/80H04L69/24H04L65/65H04L65/1104H04M3/5191H04L65/1066H04M3/5183H04M3/523H04L67/10H04L69/16
Inventor 唐朝辉韦思宁黄蓉军刘同兵
Owner HUAWEI TECH CO LTD
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