Calling center and calling access method based on a plurality of platforms

Abstract

The invention discloses a calling center and a calling access method based on a plurality of platforms. The calling center comprises soft exchange equipment, more than two calling platforms and a control unit, wherein the soft exchange equipment is used for accessing a calling to the corresponding calling platform according to a calling attribute, the calling platforms are used for accessing the calling; and the control unit is used for selecting other calling platforms for the calling when the access of the calling to the selected calling platform fails. The calling access method comprises the following steps: accessing the calling to the corresponding calling platform according to the calling attribute after receiving the calling, and transferring the calling into an automatic answering status; queuing the calling and selecting a seat after receiving the selection of manual service; and transferring the calling to other platforms automatically and selecting a seat when no free seat can be selected in the platform. The invention conveniently realizes the integration of a plurality of calling platforms and the capacity expansion of the calling center, can make full use of seat resources and reduces the cost.

Description

technical field [0001] The invention relates to a call center and a call method, in particular to a multi-platform-based call center and a call access method in the next generation network. Background technique [0002] Call Center (Call Center), also known as customer service center, is a comprehensive information service system based on computer communication integration technology, making full use of multiple function integration of communication network and computer network, and connecting with enterprises. It is a special system for agents or business representatives of the company to centrally handle incoming calls, send out calls and contact users. The call center can provide users with various services such as telephone, fax, and e-mail, and is mainly used to deal with requests, questions, complaints, suggestions and inquiries from users to enterprises, such as 10000 in the telecommunications industry, 95555 in the financial industry, etc. . [0003] The current ca...

AI Technical Summary

Problems solved by technology

This solution adopts dual call platforms for mutual redundancy, which ensures the high reliability of the call center, but its disadvantages are also obvious: because the virtual centers supported by the call platforms are different, there will be unbalanced incoming calls, which may lead to The situation where one call platform agent is fully busy and another call platform agent is idle; because the call platforms are mutually redundant, any call platform must support the resource capacity of all virtual centers of the redundant call platform, which leads to the call platform High configuration also means high cost

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