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A unified routing method, device and system based on data attribute matching

A technology of data attributes and unified routing, applied in the field of communication management, to achieve the effect of improving experience and realizing unified routing

Active Publication Date: 2021-08-10
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0004] However, different telephone platforms have their own independent solutions, which makes the cross-platform telephone routing distribution can only be completed within the resolution plan of each platform, making the telephone routing distribution and the communication function of the telephone platform tightly coupled

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  • A unified routing method, device and system based on data attribute matching
  • A unified routing method, device and system based on data attribute matching
  • A unified routing method, device and system based on data attribute matching

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Embodiment Construction

[0054] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0055] Such as figure 1 As shown, the embodiment of the present invention provides a unified routing method based on data attribute matching, including:

[0056] Step 101: pre-store the correspondence between at least one pre-stored user's calling number and the preset user level, and the service priority level of at least one agent corresponding to at least one telephone platform;

[0057] Step 102: For each of the telephone platforms, perform: when the telephone platform receives an incoming call from the current user, determine the calling number of the incoming call;

[0058]Step 103: Accordi...

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Abstract

The present invention relates to a unified routing method, device and system based on data attribute matching, including: pre-storing the corresponding relationship between at least one pre-stored user's calling number and a preset user level, and at least one seat corresponding to at least one telephone platform service priority level; for each telephone platform in at least one external telephone platform, execute: when the telephone platform receives the incoming call of the current user, determine the calling number of the incoming call; according to the corresponding relationship, determine Whether there is a corresponding user level for the calling number of the incoming call; if so, according to the determined user level and service priority, determine the target agent from at least one agent; transfer the incoming call to the target agent. This solution can decouple the telephone routing distribution and the communication function of the telephone platform.

Description

technical field [0001] The invention relates to the technical field of communication management, in particular to a unified routing method, device and system based on data attribute matching. Background technique [0002] The telephone platform uses computer communication technology to handle telephone inquiries from enterprises and customers, and provides various telephone response services for customers. [0003] At present, the realization of the call distribution business logic mainly depends on the skill attributes of the phone platform, so that the realization of business requirements must be realized in the routing queue of the phone platform. [0004] However, different telephone platforms have their own independent solutions, which makes the cross-platform telephone routing distribution can only be completed within the solution of each platform, making the telephone routing distribution and the communication function of the telephone platform tightly coupled. Cont...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/523
CPCH04M3/51H04M3/523
Inventor 王洪亮韩琪蒋辉
Owner PING AN TECH (SHENZHEN) CO LTD
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