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Call processing system and virtual number binding method

A technology of call processing and virtual number, applied in the direction of automatic exchange, telephone communication, electrical components, etc., can solve the problems of reducing the connection rate, confidentiality of customer data, and customers unwilling to answer, to improve the call connection rate and convenience. The effect of using, improving usability

Pending Publication Date: 2019-09-03
北京善义善美科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] However, whether it is a traditional call center or a cloud call center, they all face a serious problem: the confidentiality of customer information
When most call centers make calls to customers, the customer's caller ID shows a number different from the normal mobile phone number or seat number, which makes the customer unwilling to answer, reduces the connection rate, and affects the normal operation of the enterprise. Business Activity

Method used

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  • Call processing system and virtual number binding method
  • Call processing system and virtual number binding method
  • Call processing system and virtual number binding method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0106] In this embodiment, the calling party (for example, a business person) can initiate a call request through the client device, and establish a conversation with the called party (for example, a customer). Specifically, the functional block diagram of the client device 2a is as follows Figure 12 shown. Wherein, the client device 2a includes a binding subscription module 20a and a call control module 21a. The binding subscription module 20a can send a binding relationship subscription request to the call processing system 1 and receive the virtual number x. The call control module 21a invokes the local call device to send a call request to the virtual number. Wherein, the client device may be an intelligent terminal with a telephone function.

[0107] The specific call establishment process is as follows: Figure 13 shown.

[0108] Step S200, the client device 2a is connected to the business system, and obtains customer information from the business system.

[0109]...

Embodiment 2

[0126] Many call centers are equipped with agents, such as Figure 18 As shown in the figure, it is the traditional agent outbound call process: business person A logs in to the call provider through the agent number, and establishes a communication connection between the agent and the call provider. When businessman A needs to talk to customer B, businessman A initiates a call request to the call provider through an agent. The call provider first calls the agent-bound phone, and after the business person A picks up the agent-bound phone, he then initiates a call to customer B, that is, to the called party. Once customer B picks up, the agent-bound phone and the customer phone are connected. Businessman A talks with customer B. At this point, the incoming call number seen by customer B will be a relay number of the calling provider.

[0127] However, in this embodiment, the outbound call flow of the agent is as follows Figure 19 Shown: Before the agent initiates a call req...

Embodiment 3

[0162] Such as Figure 28 Shown is a schematic diagram of the system framework of the third embodiment. In this embodiment, Embodiment 1 and Embodiment 2 are combined, that is, this embodiment can provide both the axb business model of Embodiment 1 and the agent business model of Embodiment 2. For the detailed description of each mode, please refer to Embodiment 1 and Embodiment 2, which will not be repeated here.

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Abstract

The invention relates to a call processing system and a virtual number binding method, and belongs to the technical field of call centers. The call processing system comprises a service gateway whichinteracts with a service party and is configured to be used for inputting or outputting a service request and / or service data, and the service request at least comprising a binding relationship ordering request; a supplier gateway configured to be used for interacting with more than one supplier; and a virtual number binding module configured to respond to the binding relationship ordering requestand providing binding services of the calling number, the called number and the virtual number. The virtual number binding method comprises the steps of obtaining a calling number and a called numberin response to a binding relationship ordering request; determining a virtual number according to the calling number and the called number; and establishing a binding relationship among the calling number, the called number and the virtual number. According to the system and the method, the confidentiality of the client data of the call center is improved, and the call completing rate is improved.

Description

technical field [0001] The invention relates to the technical field of a call center, in particular to a call processing system based on a call center and a virtual number binding method. Background technique [0002] At present, most enterprises have established call centers of various sizes, ranging from a telephone, a few specific mobile terminals, to complex systems, which bring convenience to the business activities of enterprises and the development of various businesses. A call center in the traditional sense includes agents and a call processing platform. The call processing platform usually includes ACD (automatic call distribution), interactive voice response system IVR (Interactive Voice Response), computer telephony integration equipment CTI (Computer Telephony Integration), database, application server, etc. With the development of cloud technology and Internet technology, more and more services adopt cloud services. Similarly, call centers deploy some devices ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/54H04M3/42H04M3/51
CPCH04M3/42008H04M3/51H04M3/54
Inventor 路胜华杨云凯李荣许
Owner 北京善义善美科技有限公司
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