Call flow processing method, device and system

Abstract

The invention discloses a call flow processing method, a device and a system. The method comprises the following steps: respectively setting a host node and a standby node for each branch node in a call flow; and entering the call of the host node of each branch node in the call flow, switching the call of the host node to the standby node of the branch node after meeting the preset switching condition. The invention solves the problem that data is easy to congest when the call volume is large, reduces the dependence on the operating environment, further improves the success rate of call connection because of considering the failure of individual calls, ensures the normal connection of the individual calls and improves the quality of service.

Description

technical field [0001] The invention relates to the business support field of communication business services, in particular to a node processing method, device and system in a call flow. Background technique [0002] Interactive Voice Response (IVR for short) is an important device in the call center system. It can complete functions such as guiding users to make choices, automatic voice registration, and automatic sending and receiving of faxes. It is an important means for the customer service center to achieve 24-hour service . However, how to effectively avoid the risk of process continuity interruption caused by IVR and its operating environment is an important topic of current system risk management and control. [0003] The current IVR process used by the call center system is a single-node process. In the complete IVR process, the branch nodes that guide users to choose in the sub-process are all single-node. When the process runs to this node, the IVR will prompt ...

AI Technical Summary

Problems solved by technology

[0007] The purpose of the present invention is to propose a method for processing a call flow to ensure the reliable operation of the IVR and to avoid the risk of interruption of the connection when the IVR flow in the prior art will cause a large number of calls.

[0008] Another object of the present invention is to propose a call flow processing device for the IVR flow in the prior art, which will cause interruption of connection when the call volume is large, so as to ensure the reliable operation of IVR and avoid the risk of interruption of connection

[0009] Another object of the present invention is to propose a call flow processing system for the IVR flow in the prior art that may cause interruption of connection when the call volume is large, so as to ensure the reliable operation of IVR and avoid the risk of interruption of connection

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