Telephone traffic data association and integration method

A traffic and data technology, applied in the field of association and integration of traffic data, can solve the problem of destroying the integrity of traffic data, unfavorable call center management and monitoring traffic data query and analysis, and inability to effectively trace traffic data link traces, etc. question

CN110536031AActive Publication Date: 2019-12-03上海浦东发展银行股份有限公司信用卡中心
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Patent Information

Authority / Receiving Office
CN · China
Current Assignee / Owner
Publication Date
2019-12-03

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Abstract

The invention relates to a telephone traffic data association and integration method. The method comprises the following steps: a PBX / gateway / SBC receives a call from a PSTN; the PBX / gateway / SBC transfers the call to the CTI; the CTI receives the call, generates a telephone traffic unique identifier ConnID, transfers the call to the IVR, and generates a CTI real-time event at the same time; the IVR receives the call, transfers the call needing to be transferred to the CTI, and generates an IVR real-time event at the same time; the CTI allocates a call needing to be forwarded to a designated agent, receives the call needing to be forwarded to the person through the CSR, and generates a CSR real-time event at the same time; data is acquired; data integration processing is performed; data isstored. Compared with the prior art, the client telephone traffic data dispersed in PBX / gateway / SBC, CTI, IVR and CSR are associated and integrated by adopting a telephone traffic unique identifier and message queue mode, so that access to a plurality of switching devices is supported, and meanwhile, the integrity of the telephone traffic data and the traceability of a link track can be effectively ensured.
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Description

technical field

[0001] The invention relates to the technical field of traffic data processing in a call center, in particular to a method for associating and integrating traffic data. Background technique

[0002] With more and more intelligent service and IVR (Interactive Voice Response, Interactive Voice Response) service nodes, PBX (Private Branch Exchange, private branch exchange) / gateway / SBC (Session Border Controller, session border controller) and CTI of the call center (Computer Telecommunication Integration, computer telecommunications integration), IVR, and CSR (Customer Service Representative, customer service representative) are becoming more and more scattered. It is impossible to trace the link track of customer traffic data, and it also destroys the traffic The integrity of the data is not conducive to the management and monitoring of the call center and the query and analysis of the traffic data.

[0003] Chinese patent CN105592236B proposes a traffic data ...

Examples

Embodiment Construction

[0041] The present invention will be described in detail below in conjunction with the accompanying drawings and specific embodiments.

[0042] like figure 1 As shown, a method for associating and integrating traffic data includes the following steps:

[0043] S1. The PBX / gateway / SBC receives incoming calls from the PSTN;

[0044] S2. The PBX / gateway / SBC transfers the call to the CTI through the corresponding route;

[0045] S3, CTI receives the call, generates the traffic unique identifier ConnID corresponding to the call, establishes signaling, transfers the call to the IVR, and generates a CTI real-time event at the same time;

[0046] S4. The IVR receives the call, establishes voice traffic, and transfers the call that needs to be transferred to the CTI, and generates an IVR real-time event at the same time;

[0047] S5, CTI receives the call that needs to be transferred to manual, and assigns the call that needs to be transferred to a designated agent, and the designat...