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Cross-call-center business preprocessing method and system

A preprocessing and business technology, applied in transmission systems, subscriber special services, electrical components, etc., can solve problems such as risks, existing information security, operations that cannot support preprocessing, and achieve the effect of improving security

Active Publication Date: 2015-09-23
CHINA MOBILE GROUP JIANGSU
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] Since the existing system adopts the asynchronous transmission mode, after the call is successfully transferred to the base seat, user information such as user brand and level needs to be passively obtained, which cannot support preprocessing operations before the call is transferred to manual, such as according to the user brand, etc. Information provides differentiated services, etc.; at the same time, since the belonging province opens the user information query interface to the base province, the base province can also obtain user information when it is not in a call state, and there is an information security risk

Method used

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Embodiment Construction

[0031] In the embodiment of the present invention, the home province obtains user information through the CRM interface, and expands the user information into SIP signaling; the base province analyzes the SIP signaling extension to obtain the user information, and performs business according to the user information preprocessing.

[0032] figure 2 It is a schematic flow chart of a cross-call center service preprocessing method according to an embodiment of the present invention, as figure 2 As shown, the cross-call center business preprocessing method flow includes:

[0033] Step 201: Obtain user information through the CRM interface in the home province, and extend the user information into SIP signaling;

[0034] Here, the user information includes: user number, user brand, user level, user package and other information;

[0035] Before the user information is obtained through the CRM interface, the method also includes: the province of origin accepts the call request s...

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Abstract

The invention discloses a cross-call-center business preprocessing method. The method comprises the steps that an affiliation province manages CRM interfaces through client relations and obtains user information, and the user information is extended to a session initiation protocol SIP signaling; and a base province analyzes the SIP signaling, extendedly obtains the user information and carry out business preprocessing according to the user information. The invention further discloses a cross-call-center business preprocessing system.

Description

technical field [0001] The invention relates to service preprocessing technology, in particular to a cross-call center service preprocessing method and system. Background technique [0002] The terminal dedicated base system is used to carry the terminal business support work of various provinces across the country every day. The business support workload is heavy, and it frequently interacts with customer service centers in various provinces across the country. In order to meet the needs of daily information interaction, the existing system adopts asynchronous transmission mode and deploys a business information interaction interface machine separately. , call the service interface machine to the Customer Relationship Management (CRM) interface of the province to query user information, insert it into the message template, and feed it back to the terminal base. The existing system network relationship is as follows: figure 1 As shown; here, the attribution province is the ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L29/06H04M3/50
Inventor 徐朋朋
Owner CHINA MOBILE GROUP JIANGSU