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Terminal switching method, apparatus and system

A terminal switching and terminal technology, applied in the field of communication, can solve problems such as unproposed solutions

Inactive Publication Date: 2014-03-12
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0010] Aiming at the related problems in the related art that the agent users of the call center switch between the ordinary agent software client and the virtual agent client, no effective solution has been proposed so far

Method used

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  • Terminal switching method, apparatus and system
  • Terminal switching method, apparatus and system
  • Terminal switching method, apparatus and system

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Embodiment Construction

[0046] Hereinafter, the present invention will be described in detail with reference to the drawings and examples. It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other.

[0047] As the requirements for agent mobility of the call center are getting higher and higher, in this way, based on the agent scenario, the agent may sometimes use the agent software and sometimes use the virtual agent client. Then, the terminal client and the target terminal client Handover needs to be performed as required, and service continuity is guaranteed during the handover process. Therefore, in order to solve the related problems of handover between the terminal client and the target terminal client, the present invention provides a terminal handover method.

[0048] figure 1 is a flowchart of a terminal switching method according to an embodiment of the present invention, such as figu...

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Abstract

The invention discloses a terminal switching method, apparatus and system. The method comprises the following steps that: a switching request message initiated by a terminal client is received, wherein the switching request message is used for requesting to switch connection of the terminal client to a target terminal client; and the connection of the terminal client is switched to the target terminal client, wherein each of the terminal client and the target terminal client, or the terminal client or the target terminal client includes a cloud terminal client and a virtual client. According to the invention, an objective of switching between a calling center terminal client and a target terminal client is achieved.

Description

technical field [0001] The present invention relates to the communication field, in particular, to a terminal switching method, device and system. Background technique [0002] With the maturity of cloud computing technology, call centers are gradually shifting to cloud computing platforms. Call centers based on cloud computing platforms can better provide virtualized call centers and other deployment methods for renting call center resources and using them on demand. In this way, the maintenance of the call center infrastructure can be handed over to the party that builds the call center, and the party that provides call center services can directly use these resources as needed. In this way, the lowest cost of use and the maximum utilization of resources can be achieved. [0003] The so-called call center refers to making full use of modern communication and computer technology, such as Interactive Voice Response subsystem (Interactive Voice Response, referred to as IVR),...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50
CPCH04L12/00H04M3/00H04W76/00H04W36/00
Inventor 李会
Owner ZTE CORP
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