Method and device for processing incoming telephone calls
A technology for incoming calls and processing methods, applied in the network field, can solve the problem of not being able to be allocated to exclusive seats, and achieve the effect of improving the success rate of allocation
- Summary
- Abstract
- Description
- Claims
- Application Information
AI Technical Summary
Problems solved by technology
Method used
Image
Examples
Embodiment 1
[0048] figure 1 It is a flow chart of an embodiment of the telephone incoming call processing method of the present invention, such as figure 1 As shown, the following specific implementation methods are included.
[0049] In 11, a user call is accessed.
[0050] In 12, if it is determined that the user has a dedicated seat, and the dedicated seat belongs to the local call center, then assign the user’s dedicated seat to provide services for the user; if it is determined that the user has a dedicated seat, but the dedicated seat belongs to the remote call center, then After the call is routed to the remote call center, the user's dedicated agent will provide the service for the user.
[0051] After receiving the user's call, user identification can be carried out according to the user's phone number, that is, to determine whether the user has an exclusive seat and whether the exclusive seat belongs to the local call center, etc. The phone number may be a mobile phone number...
Embodiment 2
[0069] Based on the above introduction, figure 2 It is a flowchart of a preferred embodiment of the incoming call processing method of the present invention, as figure 2 As shown, the following specific implementation methods are included.
[0070] In 21, a user call is received.
[0071] At 22, the user's phone number is formatted.
[0072] Wherein, the formatting may include: removing zeros from out-of-country mobile phone numbers, adding area codes to local landline numbers, and the like.
[0073] In 23, a user identification request is sent to the information providing center, which carries the user's phone number.
[0074] In 24, the identification result returned by the information providing center is received.
[0075] Each call center can correspond to a common information providing center, and the information providing center can store the following information: the corresponding relationship information between the phone number of the user with the exclusive se...
Embodiment 3
[0093] Figure 4 It is a schematic diagram of the composition and structure of an embodiment of the telephone incoming call processing device embodiment of the present invention, such as Figure 4 As shown, it includes: distribution module 41 and transfer module 42 .
[0094] The assigning module 41 is configured to assign the user's exclusive seat to provide services for the user if it is determined that the user has a dedicated seat and the dedicated seat belongs to the local call center after accessing the user's phone.
[0095] The transfer module 42 is used to route the call to the remote call center if it is determined that the user has a dedicated seat after accessing the user's phone, but the dedicated seat belongs to a remote call center, and the user's dedicated seat provides services for the user.
[0096] After receiving the user's call, user identification can be carried out according to the user's phone number, that is, to determine whether the user has an exclu...
PUM
Login to View More Abstract
Description
Claims
Application Information
Login to View More