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Artificial voice service seat scheduling method, apparatus and system thereof

A technology of voice service and dispatching method, which is applied in the field of communication, and can solve problems such as inflexible allocation of artificial seat resources, inability to access user calls, and inability to meet user business needs, so as to ensure user connection rate and solve problems that cannot be flexibly configured Effect

Inactive Publication Date: 2009-07-15
CHINA MOBILE COMM GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0011] Since the artificial seats in each region are separated and have no connection, and because the business development status of each region is different, the number of artificial seats in each region is different. If the traffic is particularly busy (such as when hosting a large conference or event) and there will be a peak, there will be a shortage of existing artificial seats, which will cause the user's call to be unable to access, thus failing to meet the user's business needs
That is to say, the artificial seat resources of the existing voice integrated information service business system cannot be flexibly configured to meet the sudden growth of business needs

Method used

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  • Artificial voice service seat scheduling method, apparatus and system thereof
  • Artificial voice service seat scheduling method, apparatus and system thereof
  • Artificial voice service seat scheduling method, apparatus and system thereof

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Embodiment Construction

[0039] In the present invention, the call center reports information to the central information base when all the artificial seats in the call center are occupied, and the central information base dispatches the call requests of users in this area to idle artificial seats in other call centers to serve the users , so that the artificial seat resources of the voice integrated information service business system can be flexibly allocated to meet the sudden growth of business needs.

[0040] Embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings.

[0041] see figure 2 , which is a schematic diagram of an artificial voice service agent dispatching process in an embodiment of the present invention, including steps:

[0042] Step 201, the user dials the service telephone number in region A, and sends a call request to the call center in region A;

[0043] Step 202, if the call center in area A judges that all the artific...

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PUM

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Abstract

The invention discloses a manual voice service position dispatching method, device and system, which solves the problem that the resource configuration of manual voice position is not flexible in the prior art. The manual voice service position dispatching method in the invention includes the following steps: a first call center receives user call requests and informs the central information library when the call center judges that there is no free manual voice service position; the central information library chooses a second call center having free manual voice service positions at present according to the use condition of manual voice service position at each cal center, and indicates the central call center to transmit the user call requests to the free manual voice service positions at the second call center at present. The application of the invention can flexibly configure the manual position resources for voice comprehensive information service system.

Description

technical field [0001] The invention relates to the communication field, in particular to a method for dispatching artificial voice service agents, a device and a system thereof. Background technique [0002] With the rapid development of artificial voice services, various operators are launching more and more nationwide voice services, such as China Telecom's 114, Number Bestone, China Mobile's 10086, 12580 and other services. These artificial voice services In the business, artificial seats are set up in each operator's region, that is, manual access and outgoing calls are performed through the operator to realize voice services. [0003] The current comprehensive voice information service business can provide users with various information inquiries such as catering, entertainment, transportation, tourism, and convenience, as well as business travel services such as air ticket reservations and hotel reservations. According to the types of services provided to users, comp...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523
Inventor 陈佳科
Owner CHINA MOBILE COMM GRP CO LTD
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