A data interface-based IVR voice transfer configuration method and system
A data interface and transfer technology, applied in the direction of subscriber special services, etc., can solve the problems of insecurity, process error reporting of the IVR platform, inconvenient use and operation, etc.
Active Publication Date: 2015-09-09
北京思特奇信息技术股份有限公司
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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
Method used
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Embodiment 1
[0025] Such as figure 1 As shown, the actual application includes the following steps:
[0026] In the first step, the agent or administrator configures the transfer type through the interface. The transfer configuration information is stored in a transfer configuration information table. The IVR process uses the database to authorize the user to directly use jdbc (a Java API for executing SQL statements) to call the stored procedure interface to query the configuration table and return the configuration processing method.
[0027] In the second step, during non-working hours, the customer makes a call, and when the call is connected, the IVR platform process uses the jdbc method of the database user to call the interface of the agent transfer type;
[0028] In the third step, the interface of agent transfer type reads the transfer configuration information stored in the database. The transfer configuration information includes agent ID, transfer type, agent city, configurat...
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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 [0001] 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 [0002] 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 [0003] The technical problem to be solved b...
Claims
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IPC IPC(8): H04M3/51
Inventor 董磊
Owner 北京思特奇信息技术股份有限公司