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Call scheduling method and system

A scheduling method and technology of a scheduling system, applied in the field of communication, can solve problems such as IP channel access to call scheduling units, achieve fast and accurate call scheduling, improve service efficiency, and solve service needs.

Active Publication Date: 2019-07-23
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

Only telephone signaling and telephone voice media can be transmitted on this trunk link; these call centers are generally closed inside the enterprise network and cannot access the call dispatching unit through the IP channel

Method used

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  • Call scheduling method and system
  • Call scheduling method and system

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Embodiment Construction

[0025] 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.

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

[0027] A call scheduling method, comprising the following steps:

[0028] S1, configure the DTMF code associated with the target call center in the call dispatching unit, and configure the service access number in the target call center;

[0029] S2, the call scheduling unit obtains the customer's call request information, and routes the current call to the initial call center according to the static policy configured by the enterprise;

[0030] S3, the call dispatching unit monitors the media sent by the initial call center and prepares to receive the DTMF signal;

[0031] S4, the initial call center customer service decides to transfer the current call to the target call center according...

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PUM

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Abstract

The invention discloses a call scheduling method which comprises the following steps that S1, a DTMF code associated to a target call center is configured in a call scheduling unit, and a service access number is configured in the target call center; S2, the call scheduling unit obtains call request information of a client, and routes a current call to an initial call center according to an enterprise configuration static strategy; S3, the call scheduling unit monitors media sent by the initial call center and prepares to receive DTMF signals; s4, the customer service of the initial call center decides to transfer the current call to the target call center according to the service capability of the current call; and S5, the initial call center sends a DTMF signal to a call scheduling unit,and the call scheduling unit receives the DTMF signal, obtains the service access number according to a configuration strategy and the DTMF signal, and transfers the call to a target call center according to the service access number. According to the invention, the requirements of customers can be efficiently solved in a targeted manner, and the service level of an enterprise call center is improved.

Description

technical field [0001] The present invention relates to the technical field of communications, in particular to a call dispatching method and system. Background technique [0002] In order to improve customers' pre-sales and after-sales experience, enterprises generally provide customer service hotlines. In order to consider the convenience of local services, multiple call centers are deployed across the country to handle calls from customers in corresponding regions. However, in actual deployment, enterprise calls The center may not have all the business capabilities, and the business capabilities of each call center may not be completely equal. For example, call center M may not have the business capabilities of call center N. In this way, when call center M handles calls, if the customer's business needs exceed the call The business capabilities of the center M need to control the transfer of calls to the call center N that has these business capabilities. At present, be...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51
CPCH04M3/5141
Inventor 谢国军申亮吴斌
Owner 深圳市大众通信技术有限公司
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