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Remote assistance method of contact center and CTI assembly

A remote assistance and component technology, applied in the computer field, can solve problems such as small memory, consumption, and affecting the normal operation of other businesses

Active Publication Date: 2021-03-09
CHINA CONSTRUCTION BANK
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] Self-service terminal equipment generally has a small memory, and installing video call software and desktop sharing software at the same time not only occupies more memory of the self-service terminal equipment, but also runs these two software at the same time. It will also consume more resources and affect the normal operation of other businesses.

Method used

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  • Remote assistance method of contact center and CTI assembly
  • Remote assistance method of contact center and CTI assembly
  • Remote assistance method of contact center and CTI assembly

Examples

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Embodiment Construction

[0077] Exemplary embodiments of the present invention are described below in conjunction with the accompanying drawings, which include various details of the embodiments of the present invention to facilitate understanding, and they should be regarded as exemplary only. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.

[0078] It should be noted that, in the case of no conflict, the embodiments of the present invention and the technical features in the embodiments can be combined with each other.

[0079] figure 1 It is a schematic diagram of main steps of a remote assistance method for a contact center according to an embodiment of the present invention.

[0080] Such as figure 1 As...

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Abstract

The invention discloses a remote assistance method of a contact center and a CTI assembly, and relates to the technical field of computers. One specific embodiment of the method comprises the following steps: receiving a remote assistance request sent by a self-service terminal on a user side, wherein the remote assistance request comprises a video call request and a desktop sharing request; calling a first video transmission channel corresponding to the self-service terminal and a second video transmission channel at a customer service side for remote assistance according to the video call request, so that the user side and the customer service side perform video call; and calling a third video transmission channel corresponding to the self-service terminal and a fourth video transmissionchannel on the customer service side according to the desktop sharing request, so that the user side transmits a desktop video to the customer service side, and the customer service side sends remoteassistance information to the user side according to the desktop video. According to the embodiment, memory occupation and resource consumption of the self-service terminal equipment are reduced, andnormal operation of other services on the self-service terminal equipment is guaranteed.

Description

technical field [0001] The invention relates to the technical field of computers, in particular to a remote assistance method and a CTI component of a contact center. Background technique [0002] On the current self-service terminal equipment, when the user does not understand the operation, he can call the contact center through the video call software on the self-service terminal equipment to communicate directly with the customer service personnel. There is also a desktop sharing software on the self-service terminal device. When the customer service personnel need to guide the user to operate, they can also start the desktop sharing software, so that the customer service personnel can see the interface of the self-service terminal device and better help the user to operate. [0003] In the course of realizing the present invention, the inventor finds that there are at least the following problems in the prior art: [0004] Self-service terminal devices generally have s...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L29/06H04L29/08G06F3/14G07F19/00
CPCH04L65/1066G07F19/211H04L67/025H04L67/125G06F3/1454H04L65/1104
Inventor 贺文明郭敏鸿范会善王炼赵新阳张芸荧梁春芳黄振光赵华
Owner CHINA CONSTRUCTION BANK
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