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Call routing distribution method, device and system

A distribution method and routing technology, applied in the field of network communication, can solve problems such as low customer service quality, and achieve the effect of solving low customer service quality and improving quality

Active Publication Date: 2020-01-21
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] Embodiments of the present invention provide a call routing distribution method, device and system to overcome the problem of low customer service quality provided by mobile agents in the prior art

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  • Call routing distribution method, device and system
  • Call routing distribution method, device and system
  • Call routing distribution method, device and system

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Embodiment Construction

[0061] In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0062] The terminals involved in the embodiments of the present invention may include, but are not limited to, mobile communication devices such as mobile phones, personal digital assistants (PDA for short), tablet computers, portable devices (for example, portable computers), and may also include Terminals with physical buttons are not limited in...

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Abstract

Embodiments of the present invention provide a call routing distribution method, device and system. The call routing distribution method of the present invention includes: acquiring session state information of the mobile agent terminal; the session state information includes: network information and / or location information of the mobile agent terminal; session state information of the root mobile agent terminal and attribute factors of the virtual queue, Associate the mobile agent terminal with the virtual queue that matches the mobile agent terminal; the virtual queue is used to represent the set of the same type of mobile agent terminal; the attribute factor is used to characterize the attribute of the virtual queue; the virtual queue corresponds to the attribute factor one by one; For a call request from a user terminal, an idle mobile agent terminal in the virtual queue is selected to process the call request of the user terminal. The embodiment of the present invention realizes that the network state and location information of the mobile agent terminal are considered when allocating calls, and the service quality provided by the mobile agent terminal is improved.

Description

technical field [0001] Embodiments of the present invention relate to network communication technologies, and in particular to a call routing distribution method, device and system. Background technique [0002] In a traditional call center, when a user in the Public Switched Telephone Network (PSTN for short), Public Land Mobile Network (PLMN for short), Internet (INTERNET) and other fields makes a call to the call center, the user Calls are queued in the call center, and the call center platform assigns the user to an agent for service. A seat generally consists of a computer, a telephone, and a fixed office location. [0003] With the development of the mobile Internet, the agent's office mode has evolved towards networking and mobility. The agent is no longer limited to a fixed office location, and can log in through a mobile terminal, and can handle agent-related matters at any place. operate. [0004] Traditional call center agents have fixed seats, sufficient netwo...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523H04W4/02
CPCH04L41/00
Inventor 高卓
Owner HUAWEI TECH CO LTD