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Cloud computing-based call agent multi-skill assignment system and assignment method

A technology for calling agents and assigning methods, applied in automatic switching offices, telephone communications, electrical components, etc.

Active Publication Date: 2018-05-08
北京讯鸟软件有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, this call queuing method is not designed for the cloud computing environment, and there are still many deficiencies in the application of the cloud computing system

Method used

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  • Cloud computing-based call agent multi-skill assignment system and assignment method
  • Cloud computing-based call agent multi-skill assignment system and assignment method
  • Cloud computing-based call agent multi-skill assignment system and assignment method

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Experimental program
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Embodiment Construction

[0054] The present invention will be further described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0055] Such as figure 1 As shown, the cloud computing-based call agent multi-skill distribution system provided by the present invention includes: an automatic call distribution control unit, an automatic call distribution service unit, an agent cluster unit, a media gateway cluster unit, and a load balancing unit. Among them, the load balancing unit is used to balance the load between multiple multi-skilled group seats and the load between the queue state management units; the automatic call distribution control unit, automatic call distribution service unit, agent cluster unit, media gateway cluster unit and load The balance units are respectively connected through the Internet; the media gateway cluster unit receives user calls and processes them and sends them to the automatic call distribution control unit, which manages the unit...

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PUM

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Abstract

The invention discloses a cloud computing-based multi-skill allocation system and allocation method for a call agent. The system includes an automatic call distribution control unit, an automatic call distribution service unit, an agent cluster unit, a media gateway cluster unit, and a load balancing unit. The media gateway cluster unit receives user calls and processes them and then sends them to the automatic call distribution control unit. The automatic call distribution control unit distributes user calls according to the user call information, the load among multiple multi-skilled group agents and the load among queue status management units To the automatic call distribution service unit, the automatic call distribution service unit queues up and distributes user calls to the agent cluster unit. The invention can not only meet the call distribution requirements of a large number of agents, but also meet the requirements of the call center adopting the packet switching model for queuing and unified management.

Description

technical field [0001] The invention relates to a call agent multi-skill distribution system, in particular to a cloud computing-based call agent multi-skill distribution system, and also relates to a distribution method using the call agent multi-skill distribution system, which belongs to the technical field of computer communication integration. Background technique [0002] A call center (Call Center) refers to a call response system that provides users with various telephone response services and queues calls to agents according to certain rules. A call center generally consists of an automatic call distribution system (ACD for short), a computer communication integration (CTI for short) server, an interactive voice response (IVR for short) system, and an agent terminal. The call center usually includes two kinds of services: one is automatic service, which directly handles user calls of user terminals through IVR; the other is manual service, and the selected agent han...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523
Inventor 吴益民翁兵李玉江
Owner 北京讯鸟软件有限公司