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Trans-regional scheduling processing method for national telephone traffic resources

A technology for scheduling processing and traffic, applied in the field of communication

Pending Publication Date: 2022-04-26
北京中云金诺科技有限公司
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  • Abstract
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  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to solve the problem that the first-line agents use the post-call quality inspection reminder for the processing method of user broadband fault incoming calls and the service attitude monitoring and management function through a method for cross-region dispatching and processing of national traffic resources. The supervision reminder before the quality inspection can better improve the service attitude and service processing efficiency of the agent representatives for broadband fault reporting and processing, and meet the background quality inspection scoring requirements

Method used

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  • Trans-regional scheduling processing method for national telephone traffic resources
  • Trans-regional scheduling processing method for national telephone traffic resources
  • Trans-regional scheduling processing method for national telephone traffic resources

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Embodiment Construction

[0032] The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, rather than all the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

[0033] like Figure 1-4 As shown, a method for cross-regional scheduling and processing of national traffic resources includes the following steps:

[0034] Step 1. Divide the national unified centralized customer service system into regions, divide different VDNs, and set up regional call centers;

[0035] Step 2. Centralized customer service system area division, mixed connection pooling CTI Pool, direct connection and interconnec...

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Abstract

The invention discloses a nationwide telephone traffic resource cross-regional scheduling processing method, which comprises the following steps of: 1, carrying out regional division on a nationwide unified centralized customer service system, and establishing a regional call center; step 2, the centralized customer service system area is divided into mixed pooling CTI Pool, and softACD resources among telephone traffic platform areas are directly connected and intercommunicated; step 3, adding a mixed connection forwarding number and skill configuration in each area; and step 4, configuring a switching strategy through the digital telephone traffic switching engine, and realizing the hybrid telephone traffic service. Regional division is carried out on a national centralized customer service system telephone traffic platform of an operator, telephone traffic intercommunication between regions is achieved after division, telephone traffic allocation is carried out through a telephone traffic switching engine according to a configured strategy by digitalizing a telephone traffic resource scheduling module, and a regional seat skill queue is adjusted to carry out telephone traffic of other regions; therefore, traffic resource allocation and scheduling of a nationwide unified customer service system of an operator are realized.

Description

technical field [0001] The invention relates to the technical field of communications, and in particular to a method for cross-regional scheduling and processing of national traffic resources. Background technique [0002] The existing telecommunications customer service system platform does not have a method for the regional mixed connection of national agents and the regional scheduling of traffic resources in case of an emergency. [0003] The existing telecommunications customer service system platform does not have a method for the regional mixed connection of national agents and the regional scheduling of traffic resources in case of an emergency. SUMMARY OF THE INVENTION [0004] The purpose of the present invention is to solve the problem of using post-call quality inspection reminder in the processing method of the user's broadband fault calls by the front-line agents and the service attitude monitoring and management function through a method for cross-regional s...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523
CPCH04M3/5141H04M3/5166H04M3/5175H04M3/5232H04M3/5237
Inventor 李言良刘博段盈盈姚佳楠
Owner 北京中云金诺科技有限公司
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