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Wide area central control call centre system

A call center and centralized control technology, applied in automatic switching office, telephone communication, electrical components, etc., can solve the problem of wasting long-distance relay resources, achieve the effects of improving satisfaction, realizing unified management, and reducing occupancy

Inactive Publication Date: 2008-06-11
ZTE CORP
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  • Abstract
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  • Claims
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AI Technical Summary

Problems solved by technology

[0005] Method (2): Waste of long-distance relay resources

Method used

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  • Wide area central control call centre system
  • Wide area central control call centre system

Examples

Experimental program
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Embodiment Construction

[0023] First, illustrate the call center system of the present invention, such as figure 1 As shown, it mainly includes:

[0024] Front-end machine: consists of multiple modules, each module supports computer support telecommunications application computer Support Telecommunications Apply, referred to as CSTA function, and is connected to the agent through the queuing machine; it mainly realizes the call operation of one or several user phones and agent phones Processing; each module can independently interact with CTI messages.

[0025] Queuing machine: It has integrated computer telephony Integration, referred to as CTI function, mainly handles queuing requests, finds the vacant seat in the city where the caller is located and notifies the access, or when there is no vacant seat, according to a certain strategy, for example: designated seat queuing Strategy, first-come-first-serve strategy, priority strategy, etc., find an idle agent from other cities and return the call of...

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Abstract

The invention relates to a wide-area centralized control call center system which comprises: front-end computers and the space distribution modules thereof which are positioned in each district and city, access service requests of users in different places and forward, and manage calls and answers belonging to agent seats; a central queuing machine which queues all service requests of the users and returns the distributed result of idle agent seats to the modules of the front-end computers; agent seats distributed in spatial groups which are positioned at each district and city and provide concrete service for service requests of the users. The system has centralized equipment, only directly places a module at each district and city, accesses calls from districts and cities through the modules; further by the unified management of the equipment and the agent seats, the system realizes the communication of the agent seats in different districts and cities, reduces the long-distance trunk occupation, improves the satisfaction of the users, realizes the utmost utilization of call resources, and saves cost for the office party.

Description

technical field [0001] The invention relates to a call center system, in particular to a wide-area centralized control call center system. 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 114, 10000 and so on in the telecommunications industry. At present, in a province, it is basically adopted (1) to build a set of call centers in each city, or (2) to build a set of call centers in the provincial center, and access other cities through long-distance relay. [0003] Above (1), (2) two kinds of methods have the following defects: [0004] Method (1): 1) Adopt multi-point layout in various cities, and at the same time arrange background servers and other various equipment at multiple point...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523
Inventor 杨柳
Owner ZTE CORP
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