Smart outbound system of call center

An intelligent, called number technology, applied in communication supplementary services, subscriber special services, etc., can solve the problem that a single routing mode for outbound calls cannot meet the needs, achieve the effect of meeting customized needs and reducing outbound call rates

Active Publication Date: 2016-11-16
SHANGHAI CTRIP COMMERCE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] The technical problem to be solved by the present invention is to provide an intelligent outbound call system for a call center in order to overcome the defect that the traditional outbound call single routing mode cannot meet the demand in the prior art

Method used

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  • Smart outbound system of call center

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Embodiment Construction

[0021] The present invention is further illustrated below by means of examples, but the present invention is not limited to the scope of the examples.

[0022] Such as figure 1 As shown, the intelligent outbound system of the call center of the present invention comprises a telephone program-controlled exchange 1, an intelligent outbound module 2, a database 3 and an operator's trunk gateway 4;

[0023] The telephone program-controlled exchange 1 is used for the user's telephone access. After detecting the off-hook action of the user's phone, it returns a dial tone to the user, and receives a signal from the phone according to the dialing call operation of the user's phone, and completes the transfer from the calling number to Continuation of the called number;

[0024] Among them, the user's phone is connected to a softphone program or a physical phone in a large-scale call center, specifically connected to a telephone program-controlled switchboard, and an agent initiates a...

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Abstract

The invention discloses a smart outbound system of a call center. The system comprises a phone stored program control exchange, a smart outbound module, a database and an operator relay gateway. The phone stored program control exchange is used for accessing a phone of a user and finishing continuation from a calling number to a called number. The database is used for storing attributions of the calling number and the called number. The operator relay gateway is connected with a relay line of an operator through multiple operator gateways. The multiple operator gateways comprise local gateways and remote gateways. The smart outbound module searches the attributions of the calling number and the called number from the database, judges whether the attributes are the same or not, selects the local gateways if the attributes are the same and selects the remote gateways if the attributes are different. The smart outbound module also judges whether the called number is a mobile phone number or a fixed phone number and carries out different settings on the mobile phone number or the fixed phone number according to different situations. The smart outbound system also adds a line identifier before the called number. According to the system, an optimum gateway line can be selected when an outbound process is carried out, and an outbound charge rate is reduced.

Description

technical field [0001] The invention relates to an intelligent outbound call technology, in particular to an intelligent outbound call system for a call center. Background technique [0002] The rapid development of the mobile Internet and the popularization of smart phones have brought various challenges to large-scale distributed call centers. The traditional single routing mode for outbound calls not only cannot meet the needs of business growth, but also cannot meet the goal of low cost and high efficiency. [0003] For example, when the call center agent and the outbound number are located in different places, it is necessary not only to ensure the normal outgoing call of the routed line, but also to ensure that the most cost-effective line is selected under the condition that the agent does not need to pay attention to the dialing method of the called number. out. [0004] On the other hand, for call center users of different services, it is hoped that the system can...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04W4/16H04M3/51
Inventor 杜娟陈怡婷宁攀均
Owner SHANGHAI CTRIP COMMERCE CO LTD
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