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Method and system for monitoring access of remote agent

A remote and access request technology, applied in the field of communication, can solve problems such as inability to provide remote agent access supervision, and achieve the effect of strengthening monitoring and management

Inactive Publication Date: 2014-03-26
CHINA TELECOM CORP LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Since the VPN user name and password of the remote agent only provide authentication of its identity, it cannot provide access supervision for the remote agent according to the service characteristics of the call center

Method used

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  • Method and system for monitoring access of remote agent
  • Method and system for monitoring access of remote agent
  • Method and system for monitoring access of remote agent

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Embodiment Construction

[0026] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. It should be noted that the relative arrangement of components and steps set forth in these embodiments does not limit the scope of the invention unless specifically stated otherwise.

[0027] The following description of at least one exemplary embodiment is merely illustrative in nature and in no way taken as limiting the invention, its application or uses. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0028] Techniques, methods and devices known to those of ordinary skill in the relevant art may not be discu...

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Abstract

The invention discloses a method and a system for monitoring access of a remote agent. The method comprises the following steps: an access gateway receives an access request sent by a remote agent for requesting to access a call center system, wherein the access request includes an access account; whether the access request is an illegal access request not in conformity with scheduling information is identified according to the preset scheduling information of the remote agent and based on the access account, wherein the scheduling information includes the access account and the work period of the remote agent; and that the access request is an illegal access request is responded and the illegal access request is refused through the access gateway. Based on the technical scheme provided by the invention, remote agent access control can be carried out by aiming at the service characteristics of the call center and according to specific scheduling information, and monitoring management on remote service access is enhanced.

Description

technical field [0001] The invention relates to the communication field, in particular to a remote agent access supervision method and system. Background technique [0002] With the development of communication technology, more and more large enterprises provide services to customers by establishing call centers. The call center is an important window for enterprises to provide external services by answering calls from enterprise users through customer service personnel or operators, and providing enterprise users with services such as product consultation, after-sales support, telemarketing, and complaint response. At the same time, with the rapid development of Internet technology, the remote agent based on cloud desktop technology provides a more flexible implementation solution for the call center. Customer service personnel can log in to the call center through remote access in places other than the call center to perform related business operations, such as answering ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/24
Inventor 林联李青
Owner CHINA TELECOM CORP LTD
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