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Distributed call center service control method and system

A call center and business control technology, applied in network traffic/resource management, electrical components, connection management, etc., can solve problems such as difficult sharing of equipment, weak functions, and low flexibility of information integration, and meet the needs of distributed processing , The ability to handle calls is improved, and the effect of reducing construction costs

Active Publication Date: 2011-02-02
CHINA TELECOM CORP LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Even in small-scale applications, the cost cannot be effectively controlled because the equipment is difficult to share
[0008] The system needs not only data network support, but also voice communication network support, and the flexibility of information integration is not high
The function of providing media integration is weak, and the ability to provide data and multimedia services is poor
[0009] With the continuous increase of customer demand and the development of NGN / 3G technology and the popularization of applications, the business requirements and business control technology of the original call center have also been expanded accordingly. The existing IP call center based on proprietary platform technology and TDM call centers are gradually unable to meet various business requirements based on call centers

Method used

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  • Distributed call center service control method and system
  • Distributed call center service control method and system
  • Distributed call center service control method and system

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Embodiment Construction

[0031] The invention realizes the queuing route control, seat management and traffic control functions provided by the traditional CTI platform through the softswitch network and the upper layer service server, and provides the necessary relevant service management functions when the distributed call center is outsourced. Therefore, compared with the call center in the prior art, the present invention does not need to set up a CTI platform, thereby not only realizing distributed management, but also reducing costs.

[0032] The present invention will be described in detail below in conjunction with the accompanying drawings and embodiments.

[0033] figure 1 It is a system structure diagram of the distributed call center service control of the present invention. Including: call center, business server, media resource server.

[0034] The call center interacts with the softswitch network through the standard SIP protocol, shares the media resource server and the service serve...

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Abstract

The invention provides a distributed call center service control method and system. The system comprises a call center, a service server and a media resource server, wherein the call center interacts with a soft-switch network by a standard SIP protocol and shares the media resource server and the service server with the soft-switch network; when a call request is received, the call request is forwarded to the service server; according to the queuing route control of the service server, connection between the terminal sending a call request and the media resource server is built; the service server replaces CTI function by inserting a calling queuing route control module, and queuing route control is carried out on call requests with different media types; and the media resource server transmits media resource content to the terminal sending the call request. The invention lowers construction cost, provides multimedia access and realizes distributed management.

Description

technical field [0001] The invention belongs to the field of call center service control, in particular to a method and system for distributed call center service control. Background technique [0002] Call Center (Call Center) is an information system that provides customer service with various access means such as telephone, fax, e-mail and Internet. It can provide customers with multimedia response services, and deal with users' requests, questions, complaints, suggestions, and consultations on enterprises. The meaning of the modern customer service center itself is a complete integrated information service system based on CTI (Computer Telephony Integration) technology, making full use of multiple functions of the communication network and computer network and integrating with the enterprise, which can effectively and quickly provide users with a variety of services. [0003] The service control and service provision of the call center has gone through several stages. ...

Claims

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Application Information

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IPC IPC(8): H04W80/10H04W88/18H04W28/14H04W76/02H04Q3/00
Inventor 蔡康李洪朱英军梁柏青彭莉吕振华李蓉蓉张鹏生
Owner CHINA TELECOM CORP LTD
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