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Call center management system

A technology of call center and management system, applied in automatic switching office, telephone communication, electrical components, etc., can solve problems such as business disconnection and traffic interruption, and achieve the effect of good call experience

Inactive Publication Date: 2018-07-31
广州市小嗒信息技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

But when the two traffic servers are down, the soft phone must log out of the system, and then choose to log in to another traffic server, resulting in traffic interruption and business disconnection

Method used

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Experimental program
Comparison scheme
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Embodiment Construction

[0025] The technical solution of the present invention will be described in detail below in conjunction with specific embodiments.

[0026] A call center management system, comprising:

[0027] The login module is used to enter the account number, password and server address provided by the administrator to log in to the server;

[0028] The logout module is used to log out of the login status;

[0029] The state change module is used to change the state of the agent to ready, idle, busy, and away;

[0030] Call-in module, when the agent is in the ready state, the user will assign the call to the agent according to the intelligent allocation method. When the agent is ringing, there will be an incoming call prompt, and there will be answer and reject buttons. Click to answer to start the call;

[0031] Outgoing module, used for the agent to make outgoing calls;

[0032] In the call hold module, when the agent is talking with the user, click the "call hold" button to hold the...

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PUM

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Abstract

The invention provides a call center management system comprising: a login module used for inputting an account number, a password and a server address provided by an administrator to log in to a server; a logout module used for canceling the login state; a state change module used for changing the state of a customer service personnel into ready, idle, busy and departure states; an incoming callmodule used for, when the customer service personnel is in the ready state, a user allocates the calls to the customer service personnel according to an intelligent allocation mode, when the customerservice personnel is in a ringing mode, an incoming call prompt occurs, answer and refusal buttons occur, and if the customer service personnel clicks the answer, the call is started; an outgoing callmodule used for the customer service personnel to call others. The invention provides a complete call management system, which can achieve seamless cooperation between the customer service personnel,and can provide better calling experience for users who make incoming calls.

Description

technical field [0001] The invention relates to the field of software development, in particular to a call center management system. Background technique [0002] With the development of computer technology and telecommunication technology, the call center has gradually changed from a telemarketing center to a CTI (Computer Telephony Integration) comprehensive call center in enterprise applications, and has integrated telephone, computer, Internet and other media into marketing , services and many other tasks. The application of call centers is also becoming more and more common. All kinds of enterprises can customize enterprise-level call centers according to their characteristics. [0003] At the same time, with the growth of the call center business volume, the call center system is required to run stably for a long time, especially the soft phone that closely interacts with the CTI platform at the agent end, and is required to be able to efficiently handle various CTI e...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523H04M3/54H04M3/58H04M3/56
CPCH04M3/5232H04M3/54H04M3/56H04M3/58
Inventor 李小林
Owner 广州市小嗒信息技术有限公司
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