Integrated calling center realizing method for supporting multimedia uniformly recepting

A technology of call center and implementation method, applied in the direction of automatic exchange, telephone communication, electrical components, etc., can solve the problems of high cost and inability to realize unified media queuing, etc.

Inactive Publication Date: 2005-03-02
SHANGHAI JIAO TONG UNIV
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Problems solved by technology

However, its cost is relatively high, and it can only supp

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  • Integrated calling center realizing method for supporting multimedia uniformly recepting

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specific Embodiment

[0055] Provide specific embodiment below in conjunction with content of the present invention, specifically as follows:

[0056] A computer is used as a CTI server (P1.0GHz processor, 256MB (byte) memory, 40Gbit hard disk), on which a Dialogic voice card and a VoIP card are installed, and the CTI server application system is run; at the same time, the server is also used as a file The server stores recording files and static voice files, and installs MS-SQLServer7.0 on the server as a database server. Each artificial seat is equipped with a computer on which the seat client system runs. When the customer's phone (including ordinary phone and IP phone, IP phone is converted to analog phone by VoIP card) calls into the call center, the call center can provide IVR / IFR or manual service; when the customer sends an E-mail to the mailbox of the call center, You can choose the right agent to reply within a certain period of time.

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Abstract

A method for supporting multimedia uniform admission integrated calling center applies a computer as the CTI server mounted with analog telephone phone card and VOIP card. The analog phone card applies DSP chip finishing program control exchange, communication interface, phonetic process, Fax process and seats switch over. The phone card adopts the connection of analog relay line with phones and connects the phone of the user with the back stand persons for phone exchange. VOIP card realizes conversion from digital to analog signals which first of all transfers the IP phone to the calling center to analog phone in advance, then gets service together with DTMF phone.

Description

technical field [0001] The invention relates to a method for realizing computer telephone calls in the field of information technology, in particular to a method for realizing an integrated call center that supports unified acceptance of multiple media. Background technique [0002] In the fierce market competition environment, more and more merchants realize that advanced products and high-quality services are the way for enterprises to win, and the call center, as an invisible service window to maintain close contact with customers, plays an important role in product promotion and technical support. , after-sales service, suggestions and complaints all play an increasingly important role, and are more and more favored by enterprises. For some enterprises, a call center with excellent design and advanced functions is not only an important way for them to obtain profits, but also a key factor to determine whether the enterprise can survive and develop. Call center is a serv...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M11/00H04N1/00
Inventor 张申生李磊张翠丽张勇韩松乔
Owner SHANGHAI JIAO TONG UNIV
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