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Detecting method and device for call center

A technology of call center and detection method, applied in the direction of monitoring/monitoring/test arrangement, subscriber special service, etc., can solve the problems of high complexity and large amount of testing tasks of call center system, achieve convenient and fast maintenance, reduce workload and The effect of complexity

Active Publication Date: 2015-02-18
CHINA CONSTRUCTION BANK
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Problems solved by technology

[0004] The technical problem to be solved by the embodiments of the present invention is to provide a detection method and device for a call center, which can automatically call and test the call center system by the server, so as to solve the problem of large amount of testing tasks and high complexity of the call center system

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  • Detecting method and device for call center
  • Detecting method and device for call center
  • Detecting method and device for call center

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Embodiment Construction

[0023] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0024] It should be noted that the terms used in the embodiments of the present invention are only for the purpose of describing specific embodiments, and are not intended to limit the present invention. As used in the embodiments of the present invention and the appended claims, the singular forms "a", "said" and "the" are also intended to include the plural forms unless the context clearly indicates otherwise. It should also be understood that the term "and / or" a...

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Abstract

An embodiment of the invention discloses a detecting method and device for a call center. The method includes: receiving a call strategy set by a user, wherein the call strategy includes a call number and call time corresponding the call number; calling the call center corresponding to the call number at the call time; detecting whether the calling state of the call state is communicated or not, if so, acquiring the voice played by the call center and generating a voice playing file; performing matching analysis on the voice playing file and a local voice file to generate a voice analyzing record, and saving the voice analyzing record into a state table, wherein the state table is used for allowing the call center to perform testing. By the method, a server can automatically call and test the call center, and the problem that the call center is high in testing task load and high in testing task complexity is solved.

Description

technical field [0001] The invention relates to the technical field of communication testing, in particular to a testing method and device for a call center. Background technique [0002] The call center makes full use of modern communication and computer technology, such as IVR (Interactive Voice Response, Interactive Voice Response System), ACD (Automatic Call Distribution, Automatic Call Distribution System), etc., which can automatically and flexibly handle a large number of different telephone calls. Operational premises for inbound and outbound services. A call center is a service organization composed of a group of service personnel in a relatively concentrated place, using computer communication technology to deal with inquiries and consulting needs from corporate customers and individual customers. [0003] At present, various service industry organizations have gradually established centralized call centers, using IVR and other systems to establish a powerful auto...

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Application Information

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IPC IPC(8): H04M3/22H04M3/50
Inventor 丁珊珊许剑峰崔宇欣周鑫管蕾张怿
Owner CHINA CONSTRUCTION BANK
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