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Call center agent service telephone switching system and method

A service telephone and call center technology, applied in the field of communications, can solve problems such as the inability to continue service, and achieve the effect of achieving the requirements of continuous agent service, easy operation, easy construction and maintenance.

Active Publication Date: 2014-05-07
山东格新精工有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is to provide a call center agent service telephone switching system and method to solve the problem in the prior art that the service cannot be continued when the operator leaves the seat

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  • Call center agent service telephone switching system and method
  • Call center agent service telephone switching system and method
  • Call center agent service telephone switching system and method

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Embodiment Construction

[0040] The present invention will be described in further detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0041] The embodiment of the present invention interacts with the database and the OAM (Operation Administrator Maintains) module through the seat real-time voice channel switching management unit (VCM, Voice Channel Switching Management Units), modifies the service phone information corresponding to the seat in the database, and real-time Synchronized to the CTI (Computer Telecommunication Integration, computer telecommunications integration) module, controlled by the CTI and ACD (Automatic Call Distributor, automatic call distribution) modules, to realize the switching function of the agent service call.

[0042] Such as figure 1 As shown, the embodiment of the present invention relates to ...

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Abstract

The invention discloses a call center agent service telephone switching system and a method. A VCM is used for modifying a database and service numbers used for switching are added in an agent service number list; the service number after chosen and switched by the agent is a PSTN number or a PLMN number, an updated message is sent to a CTI and the agent service number is updated; the CTI sends a quit message of a VOIP number which is the service number before switching to an ACD; the agent sends a cancellation message to the ACD and the VOIP number is cancelled; and the ACD sends a confirmation message respectively to the agent and the CTI to finish switching of the service number. According to the system and the method disclosed by the invention, a seamless and smooth switching mode is realized in the condition where the agent is absent temporarily, and switching of the agent service numbers can be realized; voice channel disaster recovery requirements of the agent service and agent service continuity can be realized, and demands of low system investment, easy construction and maintenance by a client can be met.

Description

technical field [0001] The invention relates to the communication field, in particular to a system and a method for switching a call center seat service phone. Background technique [0002] The call center system mainly provides consulting, assistance, complaints and other related services for enterprise customers, and has become the main means of communication between enterprises and customers. As the main service window and sales window for enterprises to face customers, the call center system must be able to provide services and solve problems for customers in a timely and efficient manner. This requires that the call center system must have better robustness and flexibility, be able to cope with various emergencies, and enhance the flexibility of system applications while reducing or even avoiding the impact on customers. [0003] At present, there are certain drawbacks in the common emergency solutions for agent voice channels in the call center system. They are basica...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/42H04M7/00
CPCH04M3/5191H04L12/16H04M3/515H04M3/5183H04M3/523H04M3/5133H04M3/5232
Inventor 谢洪宽
Owner 山东格新精工有限公司
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