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 difficult to connect, so as to reduce the Operating costs and rental costs, good economic and social benefits, and the effect of reducing complexity and workload

CN100579086CInactive Publication Date: 2010-01-06广东融合通信股份有限公司
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Patent Information

Authority / Receiving Office
CN · China
Patent Type
Patents(China)
Current Assignee / Owner
Publication Date
2010-01-06
Estimated Expiration
Not applicable · inactive patent

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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.
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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...

Examples

Embodiment Construction

[0036] Such as 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...