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Method and system used for telephone traffic distribution by utilizing mobile agents

A mobile seat and seat allocation technology, applied in telephone communication, automatic switching office, network flow/resource management, etc., can solve the problems of not meeting user needs and high call loss rate, so as to reduce call loss rate and relieve call pressure , the effect of low deployment cost

Inactive Publication Date: 2015-10-21
FOSHAN POWER SUPPLY BUREAU GUANGDONG POWER GRID
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] But for service enterprises, the existing fixed seat acceptance method can no longer meet the needs of users
For example, in the power supply and water supply industries, when encountering sudden power outages, water outages, marketing plans, etc., there will be sudden traffic peaks, and the existing single fixed seat answering method is difficult to quickly dispatch manpower to deal with call surges , resulting in a high call loss rate, which has great limitations in quick response

Method used

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  • Method and system used for telephone traffic distribution by utilizing mobile agents
  • Method and system used for telephone traffic distribution by utilizing mobile agents
  • Method and system used for telephone traffic distribution by utilizing mobile agents

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0040] figure 1 A schematic flowchart of Embodiment 1 of the method for traffic distribution by using a mobile agent according to the present invention is shown in FIG. In the first embodiment, the processing procedure of the call center switch is taken as an example for description.

[0041] like figure 1 As shown, the processing process of the call center switch includes the following steps:

[0042] S110 receives traffic;

[0043] S120 judges whether the current call center switch meets the traffic overflow condition; if so, then enters S130;

[0044] S130 overflows the traffic to the mobile agent soft switch.

[0045] In Embodiment 1, the call center is configured with a call center switch and a mobile agent soft switch, the call center switch is connected to the mobile agent soft switch, and the call center switch is configured with a traffic overflow condition. After receiving traffic, if the current If the call center switch meets the traffic overflow conditions, f...

Embodiment 2

[0047] figure 2 A schematic flow chart of Embodiment 2 of the method for traffic distribution by using a mobile agent according to the present invention is shown in . In the second embodiment, the processing procedure of the mobile agent soft switch is taken as an example for illustration.

[0048] like figure 2 As shown, the processing process of the mobile agent telephone soft switch includes the following steps:

[0049] S210 acquires the phone number of the SIM card of the mobile terminal;

[0050] S220 sends a mobile seat allocation request to the telephone queuing allocation service system after receiving the overflow traffic of the call center switch;

[0051] S230 receiving the current assignable mobile agent information returned by the telephone queuing assignment service system according to the mobile agent assignment request, the currently assignable mobile agent information including the SIM card phone number of the currently assignable mobile terminal;

[00...

Embodiment 3

[0057] image 3 A schematic flow chart of Embodiment 3 of the method for traffic distribution by using a mobile agent according to the present invention is shown in . In the third embodiment, the processing procedure of the telephone queuing distribution service system is taken as an example for illustration.

[0058] like image 3 As shown, the processing process of the telephone queuing distribution service system includes the following steps:

[0059] S310, after obtaining the login request of the mobile terminal, adding the mobile terminal to the service queue of the mobile agent, and obtaining the state information of the mobile terminal and the phone number of the SIM card;

[0060] S320 sends the SIM card phone number of the mobile terminal to the mobile agent soft switch;

[0061] S330 After receiving the mobile agent allocation request of the mobile agent soft switch, return the currently assignable mobile agent information from the mobile agent service queue accor...

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Abstract

The invention relates to a method and system used for telephone traffic distribution by utilizing mobile agents. The method includes steps of judging whether a current call center switch meets telephone traffic overflow condition or not after telephone traffic is received; if the current call center switch meets telephone traffic overflow condition, the telephone traffic is sent to a mobile agent soft switch; acquiring an SIM card telephone number of a mobile terminal; receiving the telephone traffic sent from the call center switch and sending a mobile agent distribution request to a telephone queuing distribution service system; receiving current accessible mobile agent information returned by the telephone queuing distribution service system according to the mobile agent distribution request, wherein the current accessible mobile agent information includes SIM card telephone numbers of mobile terminals that can be distributed; and performing telephone traffic distribution according to the SIM card telephone numbers of the mobile terminals that can be distributed. The method provided by the invention is low in deployment cost, high in expandability, and is capable of relieving call pressure in emergency and reducing call loss rate.

Description

technical field [0001] The invention relates to the technical field of modern communication and computer, in particular to a method and a system for traffic distribution by using a mobile seat. Background technique [0002] The call center makes full use of modern communication and computer technology, such as IVR (interactive voice 800 call center flowchart response system), ACD (automatic call distribution system), etc., which can automatically and flexibly handle a large number of different incoming calls and Operational operating premises for outgoing business and services. Call centers have gradually transformed from telemarketing centers to CTI (Computer Telephony Integration) comprehensive call centers in enterprise applications, and have integrated telephone, computer, Internet and other media into marketing, service and many other tasks. [0003] A call center is a service organization composed of a group of service personnel in a relatively concentrated place, usu...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523H04W28/10H04W88/18
Inventor 陆洁华李如雄何健儿卢桂芬陈筱韵孙吉伟陈春梅潘庆锋林晓莉
Owner FOSHAN POWER SUPPLY BUREAU GUANGDONG POWER GRID
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