A method for associating and integrating traffic data

Abstract

The invention relates to a method for associating and integrating traffic data, comprising: PBX / gateway / SBC receives a call transferred from PSTN; PBX / gateway / SBC transfers the call to CTI; CTI receives the call and generates a unique traffic identifier ConnID , transfer the call to IVR, and generate a CTI real-time event at the same time; IVR receives the call, and transfers the call that needs to be transferred to the CTI, and generates an IVR real-time event at the same time; Transfer manual calls, and generate CSR real-time events at the same time; data acquisition; data integration processing; data storage. Compared with the prior art, the present invention adopts the method of traffic unique identification and message queue to associate and integrate customer traffic data scattered in PBX / gateway / SBC, CTI, IVR and CSR, not only supporting access to multiple Switching equipment can effectively guarantee the integrity of traffic data and the traceability of link tracks.

Description

technical field [0001] The invention relates to the technical field of traffic data processing in a call center, in particular to a method for associating and integrating traffic data. Background technique [0002] With more and more intelligent service and IVR (Interactive Voice Response, Interactive Voice Response) service nodes, PBX (Private Branch Exchange, private branch exchange) / gateway / SBC (Session Border Controller, session border controller) and CTI of the call center (Computer Telecommunication Integration, computer telecommunications integration), IVR, and CSR (Customer Service Representative, customer service representative) are becoming more and more scattered. It is impossible to trace the link track of customer traffic data, and it also destroys the traffic The integrity of the data is not conducive to the management and monitoring of the call center and the query and analysis of the traffic data. [0003] Chinese patent CN105592236B proposes a traffic data ...

AI Technical Summary

Problems solved by technology

[0002] With more and more intelligent service and IVR (Interactive Voice Response, Interactive Voice Response) service nodes, PBX (Private Branch Exchange, private branch exchange) / gateway / SBC (Session Border Controller, session border controller) and CTI of the call center (Computer Telecommunication Integration, computer telecommunications integration), IVR, and CSR (Customer Service Representative, customer service representative) are becoming more and more scattered. It is impossible to trace the link track of customer traffic data, and it also destroys traffic The integrity of the data is not conducive to the management and monitoring of the call center and the query and analysis of the traffic data

[0003] Chinese patent CN105592236B proposes a traffic data association method of a call center, which can realize the association of traffic data between IVR and CTI and between multiple PBXs, thereby ensuring the integrity of traffic data, but It does not solve the association of traffic data between the gateway / SBC, CTI, and CSR. In addition, this method only associates traffic data without integrating traffic data, so it cannot guarantee that the process from customer incoming line to fulfilling business requirements is smooth A complete closed loop cannot effectively trace the link trajectory of traffic data

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