Looking for breakthrough ideas for innovation challenges? Try Patsnap Eureka!

A call scheduling method and system

A scheduling method and call center technology, applied in the field of communications, can solve problems such as IP channel access to call scheduling units, achieve the effects of fast and accurate call scheduling, improve service efficiency, and solve service requirements

Active Publication Date: 2021-01-26
深圳市大众通信技术有限公司
View PDF10 Cites 0 Cited by
  • 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

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • A call scheduling method and system
  • A call scheduling method and system
  • A call scheduling method and system

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0025]Hereinafter, the present invention will be further described in detail with reference to the examples and drawings, but the implementation of the present invention is not limited thereto.

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

[0027]A call dispatching method includes the following steps:

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

[0029]S2: The call dispatch unit obtains the call request information of the customer, and routes the current call to the initial call center according to the static policy configured by the enterprise;

[0030]S3: The call dispatch unit monitors the media sent by the initial call center and prepares to receive DTMF signals;

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

[00...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

The invention discloses a call dispatching method, comprising the following steps: S1, configuring a DTMF code associated with a target call center in a call dispatching unit, and configuring a service access number in the target call center; S2, obtaining the customer's ID in the call dispatching unit Call request information, and route the current call to the initial call center according to the static policy configured by the enterprise; S3, the call dispatching unit monitors the media sent by the initial call center and prepares to receive DTMF signals; S4, the initial call center customer service according to the current call service capability, decide to transfer the current call to the target call center; S5, the initial call center sends a DTMF signal to the call dispatching unit, and the call dispatching unit receives the DTMF signal, and obtains the service access number according to the configuration strategy and the DTMF signal, and The call is transferred to the target call center according to the service access number. The invention can efficiently and pertinently solve the needs of customers and improve the service level of the enterprise call center.

Description

Technical field[0001]The present invention relates to the field of communication technology, in particular to a call dispatching method and system.Background technique[0002]In order to improve the customer's pre-sales and after-sales experience, companies generally provide customer service hotlines. In order to take into account the convenience of local services, multiple call centers will be deployed throughout the country to handle calls from regional customers. However, in actual deployment, corporate calls The center may not have all the business capabilities, and the business capabilities of the call centers may not be completely equal. For example, the call center M may not have the business capabilities of the call center N, so when the call center M processes the call, if the customer’s business needs exceed the call The business capabilities of center M need to control call transfer to call center N that has these business capabilities. At present, between the call centers ...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
Patent Type & Authority Patents(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
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Patsnap Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Patsnap Eureka Blog
Learn More
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic, Popular Technical Reports.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap|About US| Contact US: help@patsnap.com