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Call center suitable for TDM and IP mixing network

A call center and hybrid network technology, applied in the direction of automatic switching office, telephone communication, electrical components, etc., can solve the problems of resource waste system architecture, provide consistent services, and decrease user satisfaction, so as to reduce migration risk and simplify call business process effect

Active Publication Date: 2013-04-10
CHINA MOBILE GROUP SICHUAN
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0016] For the first method: 1) Since the system is upgraded to the IP call center at one time, the upgrade risk is high; 2) The original equipment is directly eliminated, and resources are wasted seriously; 3) In the early operation process, it is easy to cause system changes The service level of users is reduced, and user satisfaction is reduced
For the second solution, the newly-built IP call center operates independently. 1) The resources of the new center cannot be integrated with the resources of the original call center. Unified planning results in low resource utilization efficiency; 2) It is difficult to provide users with consistent services; 3) Increased business operation and management costs
That is to say, the solution for updating the TDM-based call center to the IP call center usually cannot fully coordinate and utilize the original hardware and software resources, which will cause waste of resources and a great risk of system architecture change

Method used

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  • Call center suitable for TDM and IP mixing network
  • Call center suitable for TDM and IP mixing network
  • Call center suitable for TDM and IP mixing network

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0045] Such as image 3 As shown, it is suitable for the call center of TDM and IP hybrid network. On the basis of the call center based on TDM, IP IVR (IP Interactive Voice Response System) is directly connected with the IP bearer network through IP mode, and the IP IVR supports IP Connected IVR, IP IVR is directly connected with PBX.

[0046] When the user's call first enters the IP IVR, the IP IVR will provide IP-based automatic voice service. If the call needs manual service, the IP IVR will transfer it to the agent through the queuing machine PBX.

[0047] The IP IVR supports two connection modes with the PBX: voice link and IP mode.

[0048] In the early stage of migration from TDM call center to IP call center, IP IVR adopts ISDN (Integrated Service Digital Network, Integrated Service Digital Network) interface protocol to connect with PBX in traditional voice link mode. With the upgrade of PBX equipment to support IP Access, IP between IVR and PBX directly adopts SIP (...

Embodiment 2

[0075] In call centers applicable to TDM and IP hybrid networks, IP IVR-CTI interaction protocol: The IP IVR-CTI interaction protocol adopted by IP IVR defines a complete set of interfaces for IVR to transfer manual traffic. The core function support protocol of IP IVR includes a complete set of operation protocol packages such as IVR registration, on-hook, call entry, manual transfer, call transfer, and transfer release:

[0076] (1) IP IVR registration: Register-IP IVR extension registers CTI transactions;

[0077] (2) Call incoming: NewCall-IP IVR extension new call incoming transaction;

[0078] (3) Manual transfer: IPIVRAgent-IP IVR sends a manual transfer request to CTI;

[0079] (4) Cancel transfer to manual: IPIVRAgentBreak-IP IVR sends a request to cancel manual transfer to CTI;

[0080] (5) Call transfer: Transfer-IP IVR sends a call transfer request to CTI;

[0081] (6) Transfer release: Release-IP IVR sends a transfer release request to CTI.

[0082] Such as ...

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Abstract

The invention discloses a call center which is suitable for a hybrid network of TDM and IP. The call center is characterized in that an IVR which supports IP connection, namely IP IVR, is directly connected with an IP bearing network by the IP mode, so as to support IP access. The invention can modify and upgrade call center devices (the IVR, a PBX and a seat telephone set) in turn by adjusting the architecture of the call center, realize progressive increase of the IP function in devices on the basis of the prior call center, realize smooth transition from a TDM call center to an IP call center, reduce the transfer risk and fully utilize and protect the prior equipment, and realize unified resource management and consistent service management during the transfer process.

Description

technical field [0001] The invention relates to the field of customer service centers, in particular to call centers suitable for TDM and IP hybrid networks. Background technique [0002] Call center, also known as customer service center, is based on CTI (Computer Telephony Integration, computer telephony integration) technology, making full use of multiple function integration of communication network and computer network, and is a complete integrated information service system connected with enterprises , using various advanced means of communication to effectively provide customers with high-quality, high-efficiency, and all-round services. [0003] Traditional call centers use circuit switching to transmit voice. Limited by TDM (Time Division Multiplex) circuit switching technology, the service capability is single, difficult to expand, and the cost of construction and operation and maintenance is high. [0004] Such as figure 1 As shown, in a traditional TDM call, th...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/493H04M7/00
Inventor 曾健王琳刘三苏温健军涂天禄代学平魏亚菲吴凤辉曾侃
Owner CHINA MOBILE GROUP SICHUAN
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