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
CN105592236BActive Publication Date: 2018-10-12携程旅游信息技术(上海)有限公司
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Patent Information

Authority / Receiving Office
CN · China
Patent Type
Patents(China)
Current Assignee / Owner
携程旅游信息技术(上海)有限公司
Publication Date
2018-10-12

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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.
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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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