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Call processing method and device, electronic equipment and computer storage medium

A technology of call processing and equipment, which is applied in the field of data processing, can solve problems such as network capacity reduction and impact on customer call service quality, and achieve the effect of improving quality and preventing capacity reduction

Pending Publication Date: 2022-04-12
CHINA CONSTRUCTION BANK
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The above method will affect the quality of the customer's current call service, and it will easily lead to the problem of network capacity reduction

Method used

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  • Call processing method and device, electronic equipment and computer storage medium
  • Call processing method and device, electronic equipment and computer storage medium
  • Call processing method and device, electronic equipment and computer storage medium

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Embodiment Construction

[0041] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0042] In this application, the term "comprises", "comprises" or any other variation thereof is intended to cover a non-exclusive inclusion such that a process, method, article, or apparatus comprising a set of elements includes not only those elements, but also includes none. other elements specifically listed, or also include elements inherent in such a process, method, article, or apparatus. Without further limitations, an element defined by the phrase "com...

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Abstract

The invention provides a call processing method and device, an electronic device and a computer storage medium, a contact center comprises a plurality of seat centers, each seat center comprises a plurality of main soft switching devices and standby soft switching devices, each main soft switching device is provided with a corresponding standby soft switching device, and each standby soft switching device is provided with a plurality of standby soft switching devices. And the operator equipment is connected with the main soft switch equipment through the voice gateway of each seat center. According to the scheme, when any main soft switching device breaks down, the service of a client does not need to be stopped, and whether the standby soft switching device corresponding to the main soft switching device is normal or not can be directly judged; if the main soft switching equipment is normal, incoming call information sent by the operator equipment through a voice gateway is accessed to standby soft switching equipment corresponding to the main soft switching equipment, so that the standby soft switching equipment processes the incoming call information; through the above mode, the quality of the current call service of the client can be improved, and the problem of network capacity reduction can be prevented.

Description

technical field [0001] The present invention relates to the technical field of data processing, in particular to a call processing method, device, electronic equipment and computer storage medium. Background technique [0002] The contact center refers to a processing system that controls incoming or outgoing calls such as audio / video calls from customers. It is a comprehensive information service system mainly established through computer telecommunications integration technology to provide call services for customers. [0003] At present, during the operation of the contact center, if it is determined that a certain module is faulty, it needs to stop the ongoing call service of the module; and then switch the ongoing call to other modules to continue processing through manual assistance. The above method will affect the quality of the customer's current call service, and may easily lead to a problem of network capacity reduction. Contents of the invention [0004] In vi...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/12H04M3/493
Inventor 张晔
Owner CHINA CONSTRUCTION BANK
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