Method, device and system for realizing softphone of call center

Abstract

The invention discloses a method, a device and a system for realizing a softphone of a call center, and relates to the technical field of computers. A specific embodiment of the method comprises the following steps: receiving a softphone request; judging whether the softphone request has a current effective state or not according to stored historical softphone state data; if so, sending telephonechannel data corresponding to the current effective state to the softphone; or otherwise, forwarding the softphone request to a computer telecommunication integration, and updating the stored historical softphone state data based on an event returned by the computer telecommunication integration. According to the method, the real state and the telephone channel information of the current softphonecan be recovered under the abnormal condition based on the stored historical state of the softphone, and the problem that the softphone cannot be connected under the abnormal condition in the prior art is solved, so that the connection success rate and the system stability are improved, and the user experience of an agent is improved.

Description

technical field [0001] The present invention relates to the field of computer technology, in particular to a method, device and system for realizing a call center soft phone. Background technique [0002] A call center is a service organization composed of a group of service personnel in a relatively concentrated place, usually using computer communication technology to deal with inquiries and consulting needs from enterprises and customers. Taking telephone consultation as an example, it has the ability to handle a large number of incoming calls at the same time, and also has the calling number display, which can automatically assign incoming calls to personnel with corresponding skills, and can record and store all incoming call information. A typical call center focusing on customer service can have both inbound and outbound functions. While handling customer information inquiries, consultations, complaints, etc., it can also conduct outbound services such as customer ret...

AI Technical Summary

Problems solved by technology

[0004] In view of this, the embodiments of the present invention provide a method, device and system for implementing a softphone in a call center, which can restore the real state of the current softphone and the voice path in the event of an abnormality based on the stored historical state of the softphone. information, which solves the problem that the softphone cannot be connected under abnormal circumstances in the prior art, improves the success rate of connection and the stability of the system, and improves the user experience of the agent

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