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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, 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: 2011-06-15
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

[0036] In the present invention, the call center reports information to the central information database when all the human seats in the call center are occupied, and the central information database 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 deployed to meet the sudden increase in business needs.

[0037] The embodiments of the present invention will be described in detail below with reference to the accompanying drawings.

[0038] Refer to Figure 2, which is a schematic diagram of a manual voice service agent scheduling process according to an embodiment of the present invention, including steps:

[0039] Step 201: The user dials the service telephone number in area A and sends a call request to the call center in area A;

[0040] Step 202: If the call center in area A determines that all the hu...

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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 present invention relates to the field of communication, and in particular to a method for artificial voice service seat scheduling and its device and system. Background technique [0002] With the massive development of artificial voice service services, various operators have launched more and more nation-wide voice services, such as China Telecom’s 114 and Bestcom, China Mobile’s 10086, 12580 and other services. These artificial voice services In the business, manual seats are set up in each operator's area, that is, operators can manually access and call out to achieve voice services. [0003] The current integrated 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, voice integrated information se...

Claims

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Application Information

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