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Distributed incoming call queue system

A distributed, telephony technology, applied in the fields of communication, telephone access and routing, can solve the problems of not maximizing the efficiency of the agent system, delay in queuing and accessing incoming calls, etc. , the effect of good service

Active Publication Date: 2016-09-28
商客通尚景科技(上海)股份有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, the software queuing methods in the prior art all have the problem that when the agents are collaborating across departments, the queuing access of incoming telephone lines is slow, resulting in the failure to maximize the efficiency of the agent system.

Method used

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  • Distributed incoming call queue system

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Embodiment Construction

[0029] The present invention will be described in detail below in conjunction with the accompanying drawings and specific embodiments, wherein the schematic embodiments and descriptions are only used to explain the present invention, but are not intended to limit the present invention.

[0030] see figure 1 , the distributed telephone incoming line queue system of the present invention includes a plurality of telephone switches, queue servers and agent servers.

[0031] The telephone switchboard is used to access incoming calls from customers, and different telephone switchboards may have different telephone numbers.

[0032] The agent server is used to save the state of each agent terminal, and there are three states of the agent terminal: busy, idle, and waiting for access.

[0033] The queue server is used to save the telephone queue, and operate the queue according to the event messages sent by each telephone exchange and the agent server.

[0034] When a customer uses h...

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Abstract

The invention relates to a distributed incoming call queue system, comprising a plurality of telephone switchboards, a queue server and a seat server; a call maintenance queue is established through the queue server; the queue server comprises a queue join-in module, a hangup module, a dequeue module and a event routing module; through a notification by a routing event, the distributed incoming call queue system performs distribution type processing on the event notification, improves efficiency of the seat system and reduces the response time.

Description

【Technical field】 [0001] The invention belongs to the field of communication, in particular to the field of telephone access and routing, and in particular relates to a distributed telephone incoming line queue system. 【Background technique】 [0002] In recent years, in the increasingly fierce market competition, in addition to advanced technology and superior product quality, the means used by competing companies are also reflected in winning customers or customer groups, which means that companies must provide a wealth of service means to To meet the requirements of customers anytime and anywhere, customers can enjoy services according to their own wishes. Therefore, each enterprise usually has a seat system to provide customer service to customers. [0003] Since the number of seats in the agent system is limited, and the number of incoming calls from customers is theoretically unlimited, it is necessary to queue and allocate the calls of customers according to a certain ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523
CPCH04M3/51H04M3/523H04M3/5232
Inventor 陈飞达陈磊李春娟包正堂
Owner 商客通尚景科技(上海)股份有限公司
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