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Method for performing hang-up queuing on condition of number of incoming calls being larger than number of seats

A technology for incoming and on-hook calls, which is applied in the field of queuing, can solve problems such as user loss, achieve the effect of reducing user loss and improving call connection rate

Inactive Publication Date: 2016-07-06
商客通尚景科技(上海)股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Both of these methods will inevitably lead to loss of users

Method used

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  • Method for performing hang-up queuing on condition of number of incoming calls being larger than number of seats

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Embodiment Construction

[0012] The preferred embodiments of the present invention are given below in conjunction with the accompanying drawings to describe the technical solution of the present invention in detail.

[0013] Such as figure 1 As shown, the method for queuing on-hook when the amount of incoming calls of the present invention is greater than the number of seats comprises the following steps:

[0014] Step 1, the calling user dials a call (such as a 400 call), and the exchange obtains a call request from the PSTN (PublicSwitchedTelephoneNetwork, public switched telephone network), and submits the middleware to find an idle (connectable) seat; The time information and the IVR button selected by the calling user match the agents in the idle state in the agent table.

[0015] Step 2: If there is an agent who can answer the call, the call is connected and the call is made; if all the agents are busy, the calling user number enters the queuing queue for queuing. When the queuing time is longe...

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Abstract

The invention discloses a method for performing hang-up queuing on the condition of the number of incoming calls being larger than the number of seats. The method comprises steps that 1, a calling user makes a call, a conversation request is acquired by a switch from a public switched telephone network (PSTN), and the conversation request is submitted to a middleware for searching an idle seat; 2, if an idle seat is available, the incoming call is gotten through, and conversation is carried out; if no idle seat is available, the calling number of the calling user enters a queuing queue, when the queuing time is larger than the waiting time set by a called user, a system queries whether hang-up queuing is needed; and 3, when the user chooses hang-up queuing, the calling number is hung up, and the calling number still queues in the queuing queue; when the calling number queues to its turn, the calling number is called by an external calling system, and the calling number is accessed to an available seat. Through the method, the hang-up user can still realize the same conversation effect as waiting in a queue, loss of users caused by the over-long waiting time can be reduced.

Description

technical field [0001] The invention relates to a method for queuing, in particular to a method for queuing on-hook when the amount of incoming telephone calls is greater than the number of seats. Background technique [0002] In the existing call center system, when a user dials a 400 number, if there is no free seat available to answer the call, the incoming caller can choose to wait in a queue, or hang up and choose to leave a message. [0003] In this mode, if the user chooses to wait, the phone needs to be kept in the connected state all the time, which consumes time and phone charges. Therefore, there will be a situation where the user hangs up. [0004] For very urgent users, they can only choose to wait until waiting, or enter the voice message. Both of these methods will inevitably cause the loss of users. Contents of the invention [0005] The technical problem to be solved by the present invention is to provide a method for on-hook queuing when the amount of ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51
Inventor 姜洪亮陈奇薄黎明武才雅郭志华
Owner 商客通尚景科技(上海)股份有限公司
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