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Call processing method and system

A call processing and user technology, applied in the direction of automatic exchange, telephone communication, electrical components, etc., can solve the problems of not being able to see the call information, and the management personnel not knowing whether there are gas emergency calls and the number of gas emergency calls

Active Publication Date: 2020-06-12
深圳市赛易特信息技术有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] However, in the traditional call technology, ordinary agents and telephone management personnel cannot see the call information in the telephone queue at the first time, for example, the management personnel do not know whether there are gas emergency calls and the number of gas emergency calls etc.; and for the gas industry, it is very important to answer and handle emergency repair and complaint calls at the first time; therefore, whether the call system can display and handle emergency repair at the first time is very important

Method used

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  • Call processing method and system
  • Call processing method and system

Examples

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Embodiment 1

[0051]In the existing call center technology, CTI technology is developed from the traditional Computer Telephony Integration (ComputerTelephony Integration) technology. Initially, it is intended to apply computer technology to the telephone system, which can automatically update the signaling information in the telephone. Carry out identification processing, and transmit predetermined recording files to users, transfer incoming calls, etc. by establishing relevant voice channel connections; this means that CTI technology not only has to deal with traditional telephone voices, but also handles other services including faxes, e-mails, etc. Form of information media; CTI technology spans the two major fields of computer technology and telecommunication technology, and some typical services provided mainly include message system based on customer equipment (CPE), interactive voice response, call center system, value-added services, IP telephony, etc.; CTI At present, the main func...

Embodiment 2

[0097] like Figure 5 As shown, this embodiment provides a call processing system, which is applied to the gas industry, wherein the call processing system includes: a voice switch 10, a self-service voice response device 20, a CMS report device 30, a server 40, a client 50, and a short message Gateway 60; the self-service voice response device 20 is connected with the voice switch 10; the voice switch 10 is connected with the server 40 through the CMS reporting device 30; the client 50 and the short message gateway 60 are connected through The network is connected to the server 40;

[0098] The voice switch 10 is used to transfer the user's incoming call to the self-service voice answering device 20 when detecting the user's incoming call;

[0099] The self-service voice response device 20 is used to obtain the transfer number input by the user, and transfer the user's incoming call to the corresponding queuing area according to the transfer number;

[0100] The CMS reporti...

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PUM

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Abstract

The invention discloses a call processing method and system, and the method comprises the steps: forwarding an incoming call of a user to self-service voice response equipment when a voice switch detects the incoming call of the user; acquiring a forwarding number input by the user through the self-service voice response equipment, and forwarding the user incoming call to a corresponding queuing area according to the forwarding number; filtering all user incoming calls in the voice switch through CMS report equipment, and sending filtered user incoming call information to a server; and the server carries out statistics on the filtered user incoming calls and sends statistical data to a client or a short message gateway. According to the invention, by filtering the gas call telephone number, the first-aid repair telephone number, the complaint telephone number and the like in the gas industry can be displayed in time, so that the reception personnel can process the first-aid repair telephone number and the complaint telephone number preferentially.

Description

technical field [0001] The invention relates to the application field of gas call technology, in particular to a call processing method and system. Background technique [0002] Call Center, also known as customer service center, originated in the 1930s, and initially transferred the user's call to the service representative desk or expert seat; the call center is in a relatively centralized place, composed of customer service personnel Service organizations; usually use computer communication technology to handle telephone inquiries from enterprises, customers, and users. It has the ability to handle a large number of incoming calls at the same time, especially with the display of the calling number, and can automatically assign incoming calls to personnel with corresponding skills. , and can record and store all incoming call information. [0003] With the increase in the number of transferred calls and responses, an interactive voice response system has been established,...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M3/51H04W4/14
CPCH04M3/5175H04M3/523H04M3/5235H04W4/14
Inventor 杨海新杨光谢庆笙钟晓明江龑赖嘉兴李秋杨国强温金明曾淑岚
Owner 深圳市赛易特信息技术有限公司
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