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System and method for telephone traffic scheduling between multiple call centers based on IMS platform

A call center and cloud platform technology, applied in the field of network communication, can solve problems such as call center business scheduling congestion, and achieve a reasonable effect of traffic allocation

Inactive Publication Date: 2018-06-22
深圳市大众通信技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

When the number of users is large, the scheduling between call center services is congested

Method used

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  • System and method for telephone traffic scheduling between multiple call centers based on IMS platform
  • System and method for telephone traffic scheduling between multiple call centers based on IMS platform
  • System and method for telephone traffic scheduling between multiple call centers based on IMS platform

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Embodiment Construction

[0024] The present invention will be further described in detail below in conjunction with the embodiments and the accompanying drawings, but the embodiments of the present invention are not limited thereto.

[0025] The purpose of the present invention is to flexibly realize the inbound and outbound routing of PSTN / PLMN users through the intelligent traffic dispatching AS dispatch call center without changing the operator PSTN / PLMN and enterprise call center network. The center calls out the traffic dispatch of PSTN / PLMN users, thereby protecting the enterprise's investment in the call center network and reducing costs.

[0026] Concrete implementation process of the present invention is as follows:

[0027] like figure 1 It is a system architecture diagram of the present invention, a system for dispatching traffic between multiple call centers based on the IMS cloud platform, including IMS equipment, gateways, call centers, SIP Proxy servers, PSTN / PLMN users, and intelligen...

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PUM

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Abstract

The invention discloses a system for the telephone traffic scheduling between multiple call centers based on an IMS platform. The call centers are connected with IMS equipment via an IP network through a gateway and an SIP Proxy server. A PSTN / PLMN user is connected with the IMS equipment via the IP network through the gateway, and the gateway is used for converting a signal from the PSTN / PLMN user into an SIP protocol. The SIP Proxy server is used for adding an SIP message header field from the gateway to the relay group information, and an intelligent telephone traffic scheduling AS is usedfor the application server of the telephone traffic scheduling. The IMS equipment receives an SIP message forwarded by the SIP Proxy server, triggers the SIP message to a smart telephone traffic scheduling AS, and the intelligent traffic scheduling AS implements a scheduling strategy, and connects the call of the PSTN / PLMN user to the call center selected by the scheduling strategy, and connects an external call PSTN / PLMN user of the call center to a relay selected by the scheduling strategy. The invention also provides a method for the telephone traffic scheduling between multiple call centers based on the IMS platform. The system and method are more reasonable and balanced in telephone traffic distribution of call centers, and achieve the communication between the PSTN / PLMN user and thecall centers, and the functions of a conventional call center does not need to be modified.

Description

technical field [0001] The invention relates to the field of network communication, in particular to a system and method for dispatching traffic between multiple call centers based on an IMS cloud platform. Background technique [0002] IMS (IP Multimedia Subsystem) is an IP multimedia subsystem, which is a brand-new multimedia service form, which can meet the requirements of newer and more diversified multimedia services of current terminal customers. [0003] With the development of the economy, the call center systems of many enterprises have become larger and larger, and multiple call centers are usually deployed in different cities or even different countries. For public network users such as operators, because they need to meet the public communication needs of a city or region, the number of users is large, and the current call center business is often inconvenient to schedule between users, which is prone to errors and low reliability. [0004] The Chinese invention...

Claims

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Application Information

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IPC IPC(8): H04L29/06H04M3/51
CPCH04L65/1016H04L65/1046H04L65/1066H04L65/40H04M3/5191H04L65/1104
Inventor 陈捷
Owner 深圳市大众通信技术有限公司
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