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System and method of processing multi-area access voice data of distributed call center

A call center, voice data technology, applied in the field of information services, to achieve the effect of timely and effective monitoring of data

Active Publication Date: 2016-05-04
SHANGHAI CTRIP COMMERCE CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to overcome the defect of not collecting and processing voice data in multiple places in the prior art, and provide a processing system and method for multi-site voice data access in a distributed call center

Method used

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  • System and method of processing multi-area access voice data of distributed call center
  • System and method of processing multi-area access voice data of distributed call center

Examples

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Embodiment Construction

[0034] The present invention will be further described by way of examples below, but the present invention is not limited to the scope of the examples.

[0035] Such as figure 1 As shown, this embodiment provides a processing system for multiple access voice data in a distributed call center, which includes a protocol conversion module 1, multiple gateways 2, a collection server 3, a database 4, and a data processing module 5. , Each access place has multiple gateways, and the access place is the location of the called party.

[0036] The following specifically introduces the functions of each module:

[0037] All incoming calls are connected to the protocol conversion module 1 through the voice trunk line of the access point;

[0038] The protocol conversion module 1 is used to convert the incoming call that follows the transmission protocol of the voice trunk line into a phone that follows the enterprise's internal network communication protocol, and transmit the call to the gateway...

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Abstract

The present invention provides a system and method of processing multi-area access voice data of a distributed call center. All the incoming calls are accessed into a protocol conversion module through the voice trunk circuit of an access area; the protocol conversion module is configured to convert the multi-area incoming calls following the transport protocol of the voice trunk circuit to the call following the internal network communication protocol of enterprises and transmit the call to the gateway of the access area; the gateway is configured to generate the only one identification information aiming at the call, generate a CDR daily of call building, generate a CDR daily of call connection after the call is putted through, and generate a CDR daily of a call end after the call is finished; a collection server is configured to respectively obtain the CDR daily of call building, the CDR daily of the call communication and the CDR daily of call end, inquire the basic information of the CDR daily and store the basic information in a database. According to the invention, the real-time obtainment of multi-area voice trunk circuit communication information is realized.

Description

Technical field [0001] The present invention relates to an information service technology, in particular to a processing system for multiple access voice data in a distributed call center and a processing method for multiple access voice data in a distributed call center realized by the processing system. Background technique [0002] Compared with traditional call centers, distributed call centers have great advantages in terms of operating costs, system expansion, and remote access. However, with the expansion of enterprise scale and the growth of voice service volume, how to realize the monitoring of multiple access data of the distributed call center voice relay is also a big challenge. To realize the monitoring of multiple voice relay access data, the collection and processing of voice data is particularly important. Summary of the invention [0003] The technical problem to be solved by the present invention is to overcome the defect of not collecting and processing voice d...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M7/00H04L29/08
CPCH04L67/10H04L67/1097H04M3/5175H04M3/5191H04M7/0024H04M7/0096H04M2203/40
Inventor 陈凯陆亦楠陈怡婷李磊宁攀钧
Owner SHANGHAI CTRIP COMMERCE CO LTD
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