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Method, device and system for routing incoming call traffic in call center

A call center and routing technology, applied in the field of communication, can solve problems such as the inability to disperse the settings of agents, the inability to effectively utilize agent resources, and the low production efficiency of call centers, so as to achieve the effect of improving production efficiency

Active Publication Date: 2021-09-28
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In such a case, the call center can only place several agents with the same service label under the platform developed by the same manufacturer to form an agent group, and allocate seats in the agent group according to the routing logic of the manufacturer, but cannot assign a service label to an agent. The seats in the group are scattered and set up under the platforms developed by different manufacturers
As a result, agent resources belonging to platforms developed by different manufacturers cannot be effectively utilized, resulting in low production efficiency of the call center

Method used

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  • Method, device and system for routing incoming call traffic in call center
  • Method, device and system for routing incoming call traffic in call center
  • Method, device and system for routing incoming call traffic in call center

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Embodiment Construction

[0033] Embodiments of the present disclosure are described in detail below, examples of which are illustrated in the drawings, in which the same or similar reference numerals designate the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the figures are exemplary only for explaining the present disclosure, and should not be construed as limiting the present disclosure.

[0034] Those skilled in the art will understand that unless otherwise stated, the singular forms "a", "an", "said" and "the" used herein may also include plural forms. It should be further understood that the word "comprising" used in the description of the present disclosure refers to the presence of the stated features, integers, steps, operations, elements and / or components, but does not exclude the presence or addition of one or more other features, Integers, steps, operations, elements, components, and / or groups thereof. ...

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Abstract

The invention discloses a method for routing incoming traffic in a call center, which includes: determining an agent group according to the incoming traffic; determining a service agent in the agent group through a freeswitch platform, and the agent group includes at least two Different SIP softswitch platforms are connected to the freeswitch platform, and the different SIP softswitch platforms have different seat routing logic for the agent group; the incoming call traffic is routed to the service seat through the freeswitch platform. Compared with the prior art, the present invention implements the routing distribution logic outside each SIP soft switching platform through freeswitch, so that the agents with the same service label but belonging to different SIP soft switching platforms can realize the unified distribution of routing logic, which greatly improves the call efficiency. Center productivity.

Description

technical field [0001] The present invention relates to the technical field of communications, and more specifically, to a method for routing incoming call traffic in a call center. Background technique [0002] A call center agent generally consists of agent computer hardware, agent software, agent headsets, and service personnel. The call center agent realizes related control functions through agent software and hardware equipment, so as to achieve the purpose of serving customers. The customer dials the customer service number and selects to switch to manual service through the button. The SIP (Session Initiation Protocol, Session Initiation Protocol) softswitch platform of the call center determines the corresponding agent group according to the service selected by the customer, and then allocates the answering agent to the customer in the agent group. [0003] With the increasing scale of traffic and business, the call center needs to use multiple SIP softswitch platfo...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523H04M7/12H04L29/06
CPCH04M3/5235H04M7/126H04M2203/158H04L65/1104
Inventor 韩琪
Owner PING AN TECH (SHENZHEN) CO LTD