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Call center system and its business processing method

A call center, calling party technology, applied in the computer field, can solve problems such as computer room damage, business interruption, disaster, etc., to achieve the effect of ensuring uninterrupted business, saving costs, and avoiding redundant settings

Active Publication Date: 2022-04-12
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] In order to solve the problem in the related technology that disasters occur in areas where the entire computer room is damaged and services are interrupted, the present invention provides a call center system

Method used

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  • Call center system and its business processing method
  • Call center system and its business processing method
  • Call center system and its business processing method

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Embodiment Construction

[0039] Reference will now be made in detail to exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, the same numerals in different drawings refer to the same or similar elements unless otherwise indicated. The implementations described in the following exemplary examples do not represent all implementations consistent with the present invention. Rather, they are merely examples of apparatuses and methods consistent with aspects of the invention as recited in the appended claims.

[0040] figure 1 It is a schematic diagram of the implementation environment involved in the present invention. The implementation environment includes: a client terminal 110 , a call center system 120 , and an agent terminal 130 .

[0041] The client terminal 110 and the call center system 120 are connected through a wired or wireless network, and the agent terminal 130 is connected with the call ...

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Abstract

The present invention discloses a call center system and its business processing method, including: wide area network traffic management equipment, a first call center and a second call center in a different place; the first call center is used to process call requests in the first area, and the second The second call center is used to process call requests in the second area; the WAN traffic management device is used to connect the caller in the designated area to the call center in the corresponding area; the WAN traffic management device is also used to generate calls in the call center in the corresponding area In case of failure, establish a communication connection between the calling party and another call center in a different place. In the present invention, when the entire computer room of the call center fails, the business can be transferred to the call center in a different place for processing, and the call center in a different place can also provide services for the calling party in a different place at the same time, thereby saving money on the premise of ensuring that the business is not interrupted. The cost of deploying a call center, this solution can realize the management of computer rooms in different regions, and can be applied to rack operation and maintenance.

Description

technical field [0001] The invention relates to the field of computer technology, in particular to a call center system and a business processing method thereof. 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 eff...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L41/0663H04L67/141H04L67/1095H04M3/22
CPCH04L41/0663H04L67/1095H04L67/141H04M3/22
Inventor 乔磊张秀凯
Owner PING AN TECH (SHENZHEN) CO LTD
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