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Communication system and method for call center

A technology of a communication system and a communication method, which is applied in the field of communication systems of call centers, and can solve problems such as the reduction of processing capacity of business units

Active Publication Date: 2021-11-30
BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The technical problem to be solved by the present invention is to overcome the defects in the prior art that ACD needs to set up a complex network connection if it wants to listen to the telephone events of multiple IP PBxs, which reduces the processing capabilities of business units such as ACD and IP PBX. , providing a communication system and method for a call center with simple network connection and coordinated control between ACDs

Method used

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  • Communication system and method for call center
  • Communication system and method for call center
  • Communication system and method for call center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0069] Such as figure 1 As shown, the communication system of the call center in this embodiment includes: a message routing system 1, a connector 2, multiple IP PBXs 3, multiple seat extensions 4, multiple ACDs 5 and multiple client PCs (computers). Both IP PBX3 and ACD5 are in communication connection with message routing system 1 . Each seat extension 4 is connected to at least one IP PBX3, and each client PC6 is connected to one ACD5 through connector 2.

[0070] When the customer service personnel need to control an agent extension (hereinafter referred to as the target agent extension), they enter their login information (including the employee number and the target agent extension) in the work integration software (Agent Desktop) installed on the client PC. extension number) to log in to the system, and use the work integration software to generate task request information and send it to the ACD connected to it. The ACD sends the obtained task request information to t...

Embodiment 2

[0085] Embodiment 2 is substantially the same as Embodiment 1, as image 3 As shown, the difference is that the message routing system 1 in this embodiment further includes: a third judging module 15 . When the second judging module judges as no, then call the third judging module to further judge whether the binding priority of the target ACD is higher than the binding priority of the connected ACD, if it is judged to be yes, then call the binding module to release the target seat The extension is bound to the connected ACD, and the target agent extension is bound to the target ACD again, and the control list is updated to update the binding relationship.

[0086] In this embodiment, the binding priority of the ACD is represented by the job number of the customer service personnel, that is, if the level of customer service personnel A is higher than that of customer service personnel B, then customer service personnel A can perform an extension on the seat extension currently...

Embodiment 3

[0088] A communication method based on the communication system of the call center provided by the above-mentioned embodiments is given below. Such as Figure 4 As shown, the communication method of this embodiment includes the following steps:

[0089] Step 101, the ACD sends the acquired task request information to the message routing system.

[0090] Wherein, the task request information includes an extension binding request, an extension unbinding request, and the like.

[0091] Step 102, the message routing system controls the connection relationship between the IP PBX and the ACD according to the task request information.

[0092] In order to realize the communication connection between the ACD and a certain seat extension through the IP PBX, and realize the binding of the two.

[0093] In this embodiment, when the task request information is an extension binding request, such as Figure 5 As shown, in step 101, the ACD sends the acquired extension binding request to...

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PUM

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Abstract

The invention discloses a communication system and method of a call center. The communication system includes: a message routing system, at least one IP PBX, and at least one ACD; the at least one IP PBX and the at least one ACD are all communicatively connected to the message routing system; the ACD is used to obtain tasks The request information is sent to the message routing system; the message routing system is used to control the connection relationship between the IP PBX and the ACD according to the task request information. In the present invention, the ACD can listen to the telephone events of multiple IP PBXs without establishing complicated network connections, thereby improving the data processing efficiency of the ACD, the IP PBX and other service units.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a communication system and method for a call center. Background technique [0002] The call center (CTI) makes full use of modern communication technology and computer technology, such as IVR (interactive voice call center process response system), ACD (automatic call distribution system) and IP PBX (telephone exchange), etc., which can automatically and flexibly handle A large number of different inbound and outbound services and services are applicable to various operating sites. [0003] In the prior art, an ACD is uniquely bound to an extension resource of an IP PBX, that is, there is usually a one-to-one TCP connection between the IP PBX and the ACD, and the ACD can only listen to the phone events of one IP PBX. To listen to telephony events of multiple IP PBxes, it is necessary to establish a complex network connection to connect ACD with multiple IP PBxes. However,...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523H04M3/42H04L29/06
CPCH04L65/1053H04M3/42314H04M3/523
Inventor 周国新
Owner BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD