Distribution method and system for interactive voice response (IVR) voice transfer based on data interfaces

Abstract

The invention relates to a distribution method and a system for IVR voice transfer based on data interfaces, which include that connection time of a phone is determined by an IVR voice platform when a customer makes a customer service call; the phone is answered by a customer service representative when the connection time of the phone is attended time; an interface of representative transfer type is called when the connection time of the phone is standby unattended time; transfer distribution information stored in a data bank is read and returned to the IVR voice platform by the interface of the representative transfer type; transfer type information is determined by the IVR voice platform based on the transfer distribution information returned by the interface of the transfer type, and the transfer type information is matched with processing programs of preset different transfer types, accordingly, different answering modes are achieved. The system has the advantages that flexible distribution and intervention programs can be achieved, using and operation processes are convenient and safe, and the system stability is high.

Description

technical field The invention relates to a telephone call transfer method, in particular to a data interface-based IVR voice transfer configuration method and system. Background technique In the customer service system of the telecommunications industry, when a customer dials a customer service call, the access method is a default fixed process, and most of them are transferred to an artificial seat. If you want to modify the access process, you must let the technicians modify the process program data of the IVR interactive voice response platform, so that the agents and background administrators cannot configure flexibly through the visual interface, resulting in use and operation. It is extremely inconvenient and unsafe, and may cause an error in the process of the IVR platform, and at the same time, the call cannot be dialed in in time, which will affect the stability of the system. Contents of the invention The technical problem to be solved by the present invention ...

AI Technical Summary

Problems solved by technology

If you want to modify the access process, you must let the technicians modify the process program data of the IVR interactive voice response platform, so that the agents and background administrators cannot configure flexibly through the visual interface, resulting in use and operation. It is extremely inconvenient and not safe, and may cause errors in the process of the IVR platform, and the phone cannot be called in time, which will affect the stability of the system