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Cloud computing-based single-skill assignment system and assignment method for call agent

A technology of distribution system and distribution method, applied in the direction of automatic exchange, telephone communication, electrical components, etc., can solve the problems of ACD queuing algorithm meeting the performance requirements, and achieve the effect of satisfying queuing and unified management

Active Publication Date: 2017-10-10
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

Faced with such a large number of user call needs, the traditional ACD queuing algorithm has been unable to meet the requirements in terms of performance

Method used

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

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Embodiment Construction

[0038] The present invention will be further described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0039] Such as figure 1 As shown, the cloud computing-based call agent single 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 and a media gateway cluster unit; an automatic call distribution control unit, an automatic call distribution service unit unit, agent cluster unit and media gateway cluster unit are respectively connected through the Internet; the media gateway cluster unit receives the user call request and sends it to the automatic call distribution control unit after processing, and the automatic call distribution control unit distributes the user call request to the automatic caller according to the user call information Distribution service unit, automatic call distribution service unit queu...

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Abstract

The invention discloses a cloud computing-based single-skill distribution system and distribution method for a call agent. The system includes an automatic call distribution control unit, an automatic call distribution service unit, an agent cluster unit and a media gateway cluster unit; the media gateway cluster unit receives user call requests and processes them and sends them to the automatic call distribution control unit, and the automatic call distribution control unit presses The user call information distributes the user call request to the automatic call distribution service unit, and the automatic call distribution service unit queues up and distributes the call request 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 assignment system, in particular to a cloud computing-based call agent single-skill assignment system, and also relates to an assignment method for the call agent single-skill assignment 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 handles user calls of ...

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