Method and system for providing public calling centre service

A call center and public technology, applied in the transmission system, digital transmission system, telephone communication, etc., can solve the problems that hinder the integration of the information application system and the call center platform system, block exchange and sharing, and have no synchronous data transfer. Reduce operating costs and rental costs, improve economic and social benefits, and improve practicality and real-time performance

Inactive Publication Date: 2005-03-09
广东融合通信股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Its disadvantage is that it is difficult to connect with the internal network of enterprise tenants, which blocks the exchange and sharing of internal data between the call center platform system and enterprise tenants, and also hinders the integrated application between the existing information application system of enterprise tenants and the call center platform system
[0009] 2. The automatic voice response system, recording monitoring system and CTI system often use the proprietary technology of the manufacturer, and the storage location of the business logic process and its operation support data is centralized and limited in the private network. Changes, updates and access to operational support data, etc. do not have full flexibility and autonomy
[0019] 1. It is

Method used

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  • Method and system for providing public calling centre service
  • Method and system for providing public calling centre service
  • Method and system for providing public calling centre service

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Embodiment Construction

[0036] like figure 1 As shown, in one embodiment of the present invention, the public call center service system includes a switching access part, an automatic voice answering and routing queuing part, an operation and maintenance management part, a public file server, an operation and maintenance and billing database. The internal network of enterprise tenants is connected to the broadband metropolitan area network through broadband Internet access methods such as asymmetrical digital subscriber line (ADSL).

[0037] The functions and functions of each part of the system are as follows:

[0038] (1) Switching access adopts VOIP gateway, the function of this part is:

[0039] A. Access: One end is connected to the telephone network, and the other end is connected to the broadband metropolitan area network. The connection to the telephone network adopts analog or digital line interface. The signaling can be analog trunk, China No. 1 signaling, China No. 7 Signaling or ISDN Pr...

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Abstract

This invention provides a method and a system for providing public calling center service based on the mutual cooperation and interaction of the operation platform of a service operator and the application platform of the enterprise leaseholder, its automatic phonetic answer and route array part is applied with standard Voice XML protocol description and analysis flow, its specific script of the entity leaseholder is put in its internal network, so the leaseholder has the complete flow draft and correct ability, which realizes the data share and information application integration between the leaseholder information system and the calling center system.

Description

technical field [0001] The invention relates to the field of computer telecommunications integration (CTI) combining communication technology and computer technology, in particular to a method and system for providing public call center services. Background technique [0002] The so-called call center is an enterprise comprehensive information service platform integrating program-controlled switches, telephone voice, database, Internet and other technologies. The call center sets up an automatic voice response or a human agent desk. Customers consult information, purchase products, and complain about problems by calling or surfing the Internet. Enterprises use the call center to promote products to customers and collect feedback information. The public call center operation platform is operated and maintained by service operators and provided to enterprise tenants. [0003] At present, there are generally three methods and equipment for providing public call center services...

Claims

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Application Information

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IPC IPC(8): H04L12/24H04L12/26H04L12/66H04M3/523H04M7/00H04Q3/545H04Q3/64
Inventor 林树华杨宜众
Owner 广东融合通信股份有限公司
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