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Communication connection allocation method and system thereof

A technology of communication connection and distribution system, which is applied in the field of communication, and can solve problems such as assigning calls to corresponding seats and confusing numbers.

Active Publication Date: 2015-01-14
广东壹健康健康产业集团股份有限公司
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Problems solved by technology

[0007] In view of the problem of number confusion caused by the existing direct line number method, and the problem that the outbound call center cannot accurately assign the customer's call to the corresponding seat, the present invention proposes a communication connection allocation method and system, which connects the customer through a unified number, and then Then accurately assign customer communication requests to the corresponding customer service personnel

Method used

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  • Communication connection allocation method and system thereof
  • Communication connection allocation method and system thereof

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no. 1 approach

[0028] The first embodiment of the communication connection allocation method of the present invention includes the following steps:

[0029] S02. Obtain the calling number or identification code of the calling user; specifically, the calling user dials a unified external customer service phone number through a mobile phone or other intelligent communication terminals (tablet computer, PC, etc.), or uses QQ, WeChat and other instant The communication tool initiates a communication request; at this time, the caller number or identification code (QQ number or WeChat ID) can be obtained according to the communication request;

[0030] S04. Judging whether there is a sub-called number corresponding to the incoming number or the identification code; specifically, searching for the sub-called number corresponding to the current incoming number or the identification code in the pre-stored correspondence list, the sub-called number refers to It is the unique extension number or identi...

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Abstract

The invention discloses a communication connection allocation method and a system thereof. The communication connection allocation method includes: acquiring a caller ID number or an identification code of a calling party; judging whether there is a sub-called ID number corresponding to the calling party, if so, connecting the calling party with the corresponding sub-called ID number, if not, choosing the current leisure sub-called ID number to communicate with the calling party. The communication connection allocation method and the system thereof are capable of precisely guiding the communication request of the user to the corresponding customer service staff, and accordingly the business following-up efficiency is improved, and the user experience is greatly improved.

Description

technical field [0001] The present invention relates to the technical field of communication, in particular to a method and system for allocating communication connections. Background technique [0002] In the current architectural model of customer service communication, there are two main ways to realize customer call selection of customer service: [0003] Direct-line number mode: Each seat phone is equipped with an external number. When a customer calls, the customer directly dials the direct-line number of a certain seat to connect directly. At the same time, an additional phone is provided to transfer to another phone when busy. [0004] Call center system: Introduce the call center system, customers dial a unified shared number to come in, and assign them to agents in sequence. [0005] The disadvantages of the above direct number method include: A. Each seat must be equipped with an external number, which provides difficulties in communication management. Thousands...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/56H04M3/42
Inventor 吴坤李启华郑雪松张英全
Owner 广东壹健康健康产业集团股份有限公司
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