Method and apparatus for implementing call treatment, and apparatus for implementing connection control

Abstract

The invention discloses a method for realizing call processing, which comprises: after a call is put through, a connection module provides customer identification to a service module which is separately arranged with the connection module; and the connection module executes a connection control function, and the service module executes a service processing function according to the customer identification. The invention also discloses a device for realizing call processing and a device for realizing connection control. By application of the embodiment of the invention, the dependence degree of a call center on a database is reduced; and because the connection control function and the service processing function are separately realized, so that the influence between the two functions is reduced, and when the service processing function is not available due to failure of the database, the availability of the call center is improved, connection control is not influenced, and connection operation between a customer representative and a customer during the communication process can be guaranteed.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method and device for realizing call processing and a device for realizing connection control. Background technique [0002] The call center is the window for customer service, and usually needs to accept various service requests from users, such as: information inquiry, business consultation, business processing, complaint suggestion or active service, etc. A typical call center is the customer service center of China Mobile (10086) . There are several customer representatives in the call center. The work of the customer representatives is mainly to communicate with the users and deal with the related service requests of the users. The customer representatives need to use the client program, also known as the agent program, to answer the users during the work process. The phone and process the user's service request, usually the agent program needs to access the databa...

AI Technical Summary

Problems solved by technology

It can be seen from the above description that in the existing call processing flow, since the connection control and service processing are sequentially executed in one flow, when the service processing fails, the connection control flow will be affected

For example, after starting a call, if there is an exception in the database, the agent program will always wait for the database to return the query result during the process of accessing the database. , during the waiting process, the agent program cannot regularly shake hands with the server, making the server think that the agent program is unavailable, thus forcibly ending the current call, and forcing the agent program to move out of the server, resulting in the subsequent failure of the agent program to answer incoming calls normally

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