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Jump method of call center ivr voice path

A call center and voice technology, applied in the field of communication, can solve the problems of not recording IVR route information, frequent network interaction, etc., and achieve the effect of improving customer experience and competitiveness, and being easy to read

Inactive Publication Date: 2018-02-16
江苏腾云创智信息技术有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In the prior art, voice packet information is usually stored in the middleware server, and every time the caller presses a button, the voice server needs to obtain the packet information from the middleware server, which brings frequent network interaction
[0004] In addition, the traditional voice server generally only records the call recording, start time, end time, hangup party and other information after the call is established after the call is connected, and does not record the IVR path information

Method used

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  • Jump method of call center ivr voice path

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Embodiment Construction

[0025] In order to make the purpose, technical solution and advantages of the present invention clearer, the specific implementation manners of the present invention will be further described in detail below.

[0026] see figure 1 , the jump method of call center IVR voice path, comprising the following steps:

[0027] 1) The caller dials the switchboard of the call center, and the caller establishes a connection with the voice server;

[0028] 2) The middleware server transmits the telephone grouping information to the voice server, and the voice server plays the IVR voice to the caller, prompting the caller to select grouping; the format of the telephone grouping information that the middleware server transmits to the voice server is as follows:

[0029] [group id]:[parent group id]:[key number],[group id]:[parent group id]:[key number],……;

[0030] The group id is the unique identification of the group in all telephone groups of the call center, and the id is read from th...

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Abstract

The present invention relates to the technical field of communication, in particular to a method for jumping IVR voice path of a call center, the algorithm is simpler, and the network overhead is smaller, comprising the following steps: 1) The caller dials the switchboard of the call center, and the caller establishes a connection with the voice server ; 2) the middleware server transmits the telephone grouping information to the voice server, and the voice server plays the IVR voice to the caller, prompting the caller to select grouping; 3) the voice server captures the DTMF dual-tone multi-frequency signal triggered by the caller's dialing, The audio multi-frequency signal jumps to the selected group; 4) repeat step 3), until the caller exits or hangs up, disconnecting the caller from the voice server. In a further technical solution, IVR path information can also be recorded, which can provide an extremely important reference value for enterprises on the rationality of IVR and group layout, and improve customer experience and competitiveness.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a method for jumping an IVR voice path of a call center. Background technique [0002] IVR (Interactive Voice Response, referred to as IVR, Interactive Voice Response) is a wireless voice service value-added service. [0003] At present, enterprises will provide multiple services in the call center system according to their own business conditions, which is often reflected in the form of multi-level voice grouping. In the prior art, voice packet information is usually stored in the middleware server, and every time the caller presses a key, the voice server needs to obtain the packet information from the middleware server, which brings frequent network interaction. [0004] In addition, the traditional voice server generally only records the call recording after the call is connected, the start time, end time, hangup party and other information after the call is establishe...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/493
Inventor 孟祥丰
Owner 江苏腾云创智信息技术有限公司
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