Implementing method for countrywide interconnection system for call center

Abstract

The invention relates to countrywide web-connection system of calling center. It includes front-end processor, processor, queuing up processor, seat, and data base. Especially the processor is single independent signaling interface message processor. The front-end processor has the function of computer Support Telecommunication Apply, and connected to the single independent signaling interface message processor by the number seven signaling. The single independent signaling interface message processor is connected to the seat by the queuing up processor. The queuing up processor is connected to the data base. The invention supplied a method which can connect all of the appointed calling centers seamlessly, and realize the united queue in countrywide web-connection. This make the manager of the calling center manage all of the calling center united, realize the maximum of calling source utilization, improve the satisfaction of the user, and construct a user-serve system with network intercommunication in countrywide.

Description

Technical field: [0001] The invention relates to the field of call centers, in particular to a method for realizing nationwide networking of front-end machines, queuing machines, and all seats of the call center. Background technique: [0002] The call center, also known as the customer service center, is an information system used to provide users with various access methods such as telephone, fax, and e-mail, and is mainly used to deal with the requirements, doubts, complaints, suggestions and inquiries raised by users to the enterprise. Such as 1860 in the telecommunications industry, 95555 in the financial industry, etc. At present, the application of the call center is realized based on the intelligent platform. In the current application, the call is connected to the front-end machine, that is, the switch, and then the fixed intelligent service is triggered on the front-end machine, and the computer is connected to the computer through queuing. Support the control of ...

AI Technical Summary

Problems solved by technology

[0003] The above method is simple and feasible, and is more suitable for independent call centers, but there are the following defects: 1) The communication between the queuing machine and the front-end machine must be based on the local area network

In order to realize the network of provincial and even national call centers, it is necessary to arrange front-end processors at multiple points, and at the same time arrange background servers and other equipment at multiple points, which will undoubtedly increase the overall equipment investment.

2) Due to the scattered placement of equipment, the unified management of the call center is difficult to solve

3) At the same time, the user phone of this office can only call the agent of this office

[0004] At present, no public literature has been found to introduce the national networking system and implementation method of the call center

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