Cloud Agent Server Decoupling Phone and Call Center
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Solution Overview
Problem
The tight coupling between agent phones, agent call centers, and agent servers in existing systems leads to high maintenance and implementation costs due to limited device options and the inability to ensure exact matching, making it difficult to replace call centers that cannot meet service demands.
Innovation Solution
A cloud agent processing method and system where the agent server generates a function operating request based on user input, processes it with the agent call center, and sends a state setting indication to the agent terminal to synchronize function states, allowing for flexible device associations and reduced integration costs.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If tight coupling mode is adopted between agent phone and agent call center, then communication reliability is improved, but device complexity and maintenance costs increase
Solution Approach 1:
The patent introduces an agent server as an intermediary component that decouples the tight coupling between agent phone and agent call center. The agent server receives instructions from the agent phone, processes them, and communicates with the agent call center, thereby reducing direct dependencies and system complexity while maintaining communication reliability
Solution Approach 2:
The system is segmented into distinct functional modules: agent phone, agent server, and agent call center. Each component has specific responsibilities and communicates through standardized interfaces, reducing overall system complexity while maintaining reliable communication through defined interaction protocols
2Adaptability or versatility
If agent call center is replaced to meet service demand, then service capability is improved, but implementation costs and maintenance costs increase
Solution Approach 1:
The agent server provides universal functionality that works with different models of agent phones and agent call centers. By implementing a standardized interface layer, the system can adapt to various service demands and replace call center components without requiring exact matching, thereby reducing implementation and maintenance costs
3Reliability
If exact match between agent call center and agent phone is required, then system reliability is improved, but adaptability and device options are restricted
Solution Approach 1:
The agent server acts as a mediator that translates between different agent phone models and agent call center systems. This intermediary layer ensures reliable communication through standardized protocols while allowing flexibility in device selection, eliminating the need for exact matching between components
Data Source
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AI summary
Embodiments of the present invention disclose a cloud agent processing method, device, and system. In the embodiments of the present invention, an agent server may receive an agent function operating request; send the agent function operating request to an agent call center; receive, after the agent call center processes the agent function operating request, an agent function processing result sent by the agent call center; if the agent function processing result is successful, set a function state of the agent server, so that the function state of the agent server corresponds to the agent function operating request; and send a state setting indication to an agent terminal by using the agent server, so that the agent terminal sets a state of a key indicator of an integrated key of the agent terminal. In the technical solutions, function association and state synchronization between the agent terminal and the agent server are implemented only by using the agent terminal, which avoids limited device options caused by tight coupling between an agent phone and the agent call center, and further avoids high implementation costs and subsequent high maintenance costs.