Network calling center system and network calling processing method

A call center and network call technology, which is applied in the field of communication, can solve problems such as waste of resources, restricting the development of call center systems, and the inability to achieve balanced distribution of calls in the entire network, so as to achieve the effect of improving service levels and resources

Inactive Publication Date: 2003-10-29
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Among them, each single point call center is independent of each other, resources cannot be shared by the whole network, calls cannot be distributed evenly across the network, and calls can only be distributed and resource shared locally, so that the service level and call efficiency of the call center can only stay at A relatively low level restricts the development of the call center system and causes a waste of resources

Method used

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  • Network calling center system and network calling processing method
  • Network calling center system and network calling processing method
  • Network calling center system and network calling processing method

Examples

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Embodiment Construction

[0022] Such as figure 1 As shown, a network call center system according to the present invention is composed of a plurality of local call centers, that is, single-point call centers, wherein each local call center is provided with a system that can assist calls to route or transfer between different local call centers. The network intelligent routing center, and the multiple local call centers are respectively connected with the network intelligent routing center to form a network call center; each local call center interacts with other call centers through the network intelligent routing center to complete the routing of the call Or the transfer process and the whole network quality inspection process.

[0023] Such as figure 1 , figure 2 As shown, the network call processing method realized by the above-mentioned network call center system includes the following steps:

[0024] a) After the mth call center receives the call, it judges whether the network routing request...

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PUM

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Abstract

A network call center system is composed of multiple local call centers and an intelligent routing center connected between multiple local call centers for transferring the call between local call centers, so uniformly distributing network resources.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a network call center system in the communication field and a network call processing method thereof. Background technique [0002] Each single-point call center in the existing network call center system includes queuing machine, queuing machine peripherals (voice station, fax station, etc.), call center server, automatic call processing server, application server, agent group, database and so on. The single point call centers are independent of each other, resources cannot be shared across the network, and calls cannot be distributed evenly across the network. A relatively low grade restricts the development of the call center system and causes waste of resources. Contents of the invention [0003] The purpose of the present invention is to address the shortcomings of the prior art, on the one hand to provide a network call center system that can make calls be distribu...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42H04Q3/00
Inventor 杜忠于
Owner HUAWEI TECH CO LTD
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