Method, system and apparatus for processing user call by the call center

A technology for call centers and users, applied in subscriber special services, automatic switching offices, telephone communications, etc., can solve problems such as uncontrollable, and achieve the effect of distributed deployment

Inactive Publication Date: 2009-07-15
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In the prior art, ACD can only solidify some telephone equipment numbers on the ACD as long-pass mode or non-long-pass mode, and cannot be flexibly controlled

Method used

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  • Method, system and apparatus for processing user call by the call center
  • Method, system and apparatus for processing user call by the call center
  • Method, system and apparatus for processing user call by the call center

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Embodiment Construction

[0055] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below with reference to the accompanying drawings and examples.

[0056] In the embodiment of the present invention, the operator no longer registers the telephone device number with the ACD, and the CTI middleware accepts the sign-in of the operator terminal; when a user calls the call center, the call is connected to the CTI middle price, and the CTI middleware The software instructs the ACD to call the telephone equipment of the operator terminal and connect the call between the operator and the user. After the user hangs up, the CTI middleware instructs the ACD to hang up the telephone equipment of the operator terminal, so as to realize the transparency of the operator terminal to the ACD. ACD does not need Understand the concept of the operator, only be controlled to connect and hang up the call, and hand over th...

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PUM

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Abstract

The invention discloses a method for processing user calling at a calling center, system and device thereof; a CTI middleware receives the log-in of a telephonist at the terminal, but not register number of telephone plant; when a user calls, the CTI middleware instructs AC to call the telephone plant of the telephonist at the terminal and connects the conversation between the telephonist and the user; after the user hangs up, the CTI middleware instructs the telephone plant of ACD to hang up the telephone plant of the telephonist at the terminal so that the original control of the ACD for the telephonist at the terminal is realized by the CTI middleware, the control of the telephone plant for the telephonist at the terminal is wholly separated from the ACD, and the number of the telephone plant of the telephonist at the terminal is unrelated with the ACD; therefore, the telephone plant of the telephonist at the terminal can use any telephone plant of public network connected with the ACD to log in the call center so that telephonists at the terminal are distributed in the public network.

Description

technical field [0001] The invention relates to call center technology, in particular to a method, system and device for realizing call center processing user calls. Background technique [0002] At present, with the development of the call center, the number of operators required by the call center is increasing. In a traditional call center, the operator and the call center are deployed together, and the telephone equipment of the operator is directly connected to an automatic call distributor (ACD, Automatic Call Distributor) in the call center. If the operator is added, more telephone equipment needs to be connected to the ACD, but due to the limitation that the ACD cannot support the telephone equipment of the public network, the operator must be deployed together with the ACD. At this time, the increase of the operator must expand the centralized work of the operator However, it is very expensive to expand the site where the operators work intensively, and the expansi...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/523
CPCH04M3/5183H04M3/5125H04M2203/6018
Inventor 汪大冰
Owner HUAWEI TECH CO LTD
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