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Traffic data association method of call center

A data association and call center technology, applied in the direction of subscriber special services, etc., can solve the problem of incomplete and incomplete call center traffic data

Active Publication Date: 2018-10-12
携程旅游信息技术(上海)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to overcome the traffic data of the call center in the prior art, it is difficult to associate between IVR and CTI and between multiple PBXs, resulting in incomplete traffic data of the call center, Incomplete defects, providing a call center traffic data association method

Method used

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Examples

Experimental program
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Embodiment 1

[0030] refer to figure 1 As shown, the traffic data association method of the call center in Embodiment 1 of the present invention includes the following steps:

[0031] Step 1, the call center receives the call, the VP accepts the call request, establishes signaling and traffic;

[0032] Step 2, VP generates GlobalUCID for the current phone, and saves GlobalUCID in the signaling parameter uui for transmission, and VP broadcasts the voice menu;

[0033] Step 3: The VP invokes the ICR application to find the route to the PBX, forwards the Virtual Call, and pulls the relevant skills group to the CTI middleware;

[0034] Step 4, SBC switches the voice stream pointing to VP to Agent;

[0035] Step 5. Use the GlobalUCID saved in the uui to associate the call records between the IVR middleware and the CTI middleware.

[0036] Among them, step one specifically includes:

[0037] The call center receives the call;

[0038] The SBC converts the received call into a SIP call and se...

Embodiment 2

[0043] Compared with the method for associating traffic data in Embodiment 2 of the present invention with Embodiment 1, the only difference lies in the following aspects.

[0044] refer to figure 2 As shown, the traffic data association method of the present embodiment performs the following steps when there is a cross-PBX telephone service:

[0045] S 1 , The agent client requests telephone consultation, and passes the UCID associated with the current telephone to the CTI server through the uui parameter;

[0046] S 2 , The CTI server requests the PBX for telephone consultation;

[0047] S 3 , In the Delivered event, by analyzing the uui parameter of the event, the UCID of the last call of the current call can be obtained, and then the traffic data across PBXs can be associated.

[0048] In CTI, there are various phone behaviors, and agent clients often use operations such as call forward, call backward, and conference. On the basis of Embodiment 1, the traffic data a...

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Abstract

The invention discloses a telephone traffic data association method of a call center. The telephone traffic data association method includes following steps: the call center receives a call, a VP receives a call request, and a signaling and telephone traffic are established; the VP generates a global UCID for the current telephone, and the global UCID is saved in a signaling parameter uui for transmission; the VP calls an ICR application, searches routing to a PBX, and forwards Virtual call and pulling related skill groups to a CTI middleware; an SBC switches a speech stream pointing to the VP to Agent; and the global UCID saved in uui is associated with telephone records between an IVR middleware and the CTI middleware. According to the method, the integrity of telephone traffic data of a call center telephone system can be realized, complete track of the telephone between the PBXs is recorded, and the accuracy and the efficiency of data analysis, mining, statistics, and telephone charging etc. can be improved.

Description

technical field [0001] The invention relates to a large-scale call center, in particular to a traffic data association method of the call center. Background technique [0002] With the increasing scale of the existing call center, it is difficult to correlate the telephone data between the IVR and CTI and between multiple PBXs, which destroys the integrity of the call center traffic data and seriously affects the data Accuracy and efficiency of analysis, data mining. Contents of the invention [0003] The technical problem to be solved by the present invention is to overcome the traffic data of the call center in the prior art, it is difficult to associate between IVR and CTI and between multiple PBXs, resulting in incomplete traffic data of the call center, Incomplete defects provide a method for associating traffic data in a call center. [0004] The present invention solves the above technical problems through the following technical solutions: [0005] A method for ...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/50
CPCH04M3/50
Inventor 张乐意
Owner 携程旅游信息技术(上海)有限公司
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