Distributed call centre system and traffic distributed transferring method

Abstract

The invention relates to a distributed call center system which conducts the management by using regions as units, and a method which conducts the traffic distributed transfer through using the system. The system comprises a calling service terminal which is set according to regions, a switch and a monitor terminal which controls the traffic distributed transfer of the calling service terminal. The traffic distributed transfer comprises the following steps firstly detecting the local seated condition by the local monitor service department, secondly, sending the application of the seat spillover traffic to the local CTI service department by the local monitor service department, thirdly, sending the application of the seat spillover traffic to the monitor terminal by the local CTI service department, distributing the traffic resource by the monitor terminal, and finally transferring the application of the traffic to the calling terminal which set by a empty region by the local CTI service department according to the distributed information of the traffic resource which is sent by the monitor terminal through the switch. The distributed call center system of the invention has a simple structure, a reasonable design and a proper method, which has a high practical value.

Description

technical field [0001] The invention relates to distributed technology, in particular to a distributed call center system which is managed in units of regions under a large-scale call center system, and a method for using the system to carry out distributed traffic transfer. Background technique [0002] With the development of society, in today's network economy era, the service of enterprises is not only to meet the actual and local needs, but to better meet the needs of enterprises' global operation, meet the needs of enterprises' cross-border development, and meet the needs of enterprises. The need for sustainable development. Building a distributed call center is an increasingly urgent need for many enterprises. The distributed call center is composed of a number of relatively independent call centers. The relationship between them is a peer-to-peer relationship or affiliation relationship. The centers are distributed in different geographical locations and cooperate w...

AI Technical Summary

Problems solved by technology

[0005] In order to solve the problem that each call service center in the prior art is only responsible for the content customer service in this area, when the call traffic in a certain area increases at a certain time and exceeds the standard, the local call will be waiting, but the customer service of call centers in other areas The agent is in an idle state, so there is a technical problem that the agent resources cannot be fully utilized to provide timely service to customers

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