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Virtual call switching method and device

A technology of virtual call and call conversion, applied in the direction of special services for subscribers, etc., can solve the problems of customer service timeliness, customer service staff is not effective, distribution of customer requests, etc., to achieve the effect of improving operational efficiency, efficient and timely processing

Active Publication Date: 2015-12-16
SHENZHEN LAN YOU TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The embodiment of the present application provides a virtual call conversion method and device, which solves the problem that in the prior art, when customer service is performed through WeChat, a large number of customer requests cannot be reasonably allocated to limited customer service personnel, resulting in timeliness of customer service and poor customer service. The technical problem of low effectiveness of personnel utilization has realized that when the customer service center provides customer service through WeChat, a large number of customer requests are reasonably allocated to limited customer service personnel, so that the customer service personnel can handle customer requests efficiently and in a timely manner. Improve user experience and operational efficiency of customer service centers

Method used

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Embodiment 1

[0039] Please refer to figure 1 , the embodiment of the present application provides a virtual call switching method, which is applied to a communication system composed of a WeChat business platform and a customer service center switch. The client terminal and the customer service terminal communicate based on the communication system, and a call switching method is set on the switch. Interface (can be realized by the program code function module), described call conversion method comprises steps:

[0040] S1. After the WeChat service platform receives the service request sent by the client terminal, call the call switching interface; in this step, call the call switching interface through the WeChat service platform;

[0041] S2. After the call conversion interface is called successfully, initiate a telephone call to the customer service terminal, and perform call queuing and call automatic allocation management on the telephone call; specifically, the switch detects the cal...

Embodiment 2

[0049] Based on the same invention concept, please refer to figure 2 , the embodiment of the present application also provides a virtual call switching device, which is set in the communication system composed of the WeChat business platform and the customer service center switch, the client terminal and the customer service terminal communicate based on the communication system, and a call switch is set on the switch Conversion interface, the virtual call conversion device includes:

[0050] Call conversion interface calling unit 21, used for calling the call conversion interface when the WeChat service platform receives the service request sent by the client terminal;

[0051] The telephone call initiating unit 22 is used to initiate a telephone call to the customer service terminal after the call conversion interface is called successfully, and perform call queuing and call automatic distribution management on the telephone call; initiate a telephone call to the customer ...

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PUM

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Abstract

The invention discloses a virtual call switching method and device which are used for solving technical problems in the prior art that when client service is performed in a WeChat mode, various client requests cannot be reasonably distributed to limited customer service personnel, so that the customer service timeliness and the utilization validity of the customer service personnel are low. The method comprises the steps of: S1, when a WeChat service platform receives a service request sent by a client terminal, calling a call switching interface; S2, after the call switching interface is successfully called, initiating a telephone call to a customer service terminal, and carrying out call queuing and call automatic distribution management on the telephone call; and S3, after the client terminal received the distributed telephone call, establishing a communication channel between the client terminal and the customer service terminal so as to enable the client terminal and the customer service terminal to carrying out WeChat interaction through the communication channel. According to the invention, when the client service is performed in the WeChat mode, the client requests are reasonably distributed to the customer service personnel, the experience of a user and the operation efficiency of a customer service center are improved.

Description

technical field [0001] The invention relates to the field of virtual call technology, in particular to a virtual call conversion method and device. Background technique [0002] The customer service center (hereinafter referred to as the "customer service center") usually handles customer service requests by answering calls. Often the customer service terminals set up by the customer service center to answer customer calls are limited, and a large number of customer calls need to be queued through the switchboard. Automatic call distribution, etc., connect customer calls to customer service personnel in a set way, so that customer service requests can be conveyed to customer service in an orderly manner, so that customers can get service in time, and at the same time, limited customer service personnel resources can be properly utilized. [0003] With the popularity of WeChat, the customer service centers of some companies have also begun to interact with customers through ...

Claims

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Application Information

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IPC IPC(8): H04M3/42
Inventor 夏云清
Owner SHENZHEN LAN YOU TECH