Method and device for user calling after quality testing seat monitoring and transferring
A technology for user access and transfer, applied in the direction of supervision/control of auxiliary connections, subscriber special services, electrical components, etc., can solve the problem of real-time monitoring of user calls, etc., and achieve the effect of improving service quality and user satisfaction
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no. 1 example
[0044] In the first embodiment of the present invention, a method for a quality inspection seat to monitor a user call after transfer, such as figure 1 shown, including the following specific steps:
[0045] Step S101, the user control system is connected between the call center system and the external user network, and the networking of the call center system after access to the user control system is as follows figure 2 shown.
[0046] Step S102, when the agent wants to transfer the call between the agent and the first external user to the second external user through the call center system, the user control system takes over the call control right of the first external user and completes the first external user. A call between the user and a second external user.
[0047] Specifically, step S102 includes the following steps:
[0048] A1, the agent sends a call transfer request for the first external user to the second external user to the user control system.
[0049]A...
no. 3 example
[0070] In the third embodiment of the present invention, a device for quality inspection agents to monitor user calls after transfer, such as Figure 5 As shown, a user control system 30 is connected between the call center system 10 and the external user network 20, wherein,
[0071] The user control system 30 is used to take over the call control right of the first external user and complete the second external user when the agent intends to transfer the call between the agent and the first external user to the second external user through the call center system 10. a call between an external user and a second external user;
[0072] It is also used for adding the quality inspection agent to the call of the transferred external user when the quality inspection agent intends to monitor any transferred external user through the call center system 10 .
[0073] Specifically, the user control system 30 includes the following components:
[0074] The external user call module 3...
no. 4 example
[0079] In the fourth embodiment of the present invention, the method of this embodiment is substantially the same as that of the third embodiment, the difference is that after the external user call module 31 of this embodiment establishes a call connection for the first external user and the second external user, it also To start the session state detection, in addition, when the external user monitoring module 33 receives the monitoring request to any transferred external user sent by the quality inspection seat through the call center system, it first searches all the recorded records according to the monitoring request. Check whether the terminal information and session status of the external user after the transfer exist and are normal, and then perform the monitoring operation under normal conditions to ensure the monitoring effect.
[0080] Such as Figure 5 As shown, a device for quality inspection seats to monitor user calls after transfer is connected to the user con...
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