Automatic call distribution method based on dynamic priority queuing

A technology of dynamic priority and automatic calling, applied in automatic switching office, telephone communication, digital transmission system, etc.

Inactive Publication Date: 2017-12-01
上海神计信息系统工程有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0007] At present, there is no effective technical means in the ACD syste...

Method used

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  • Automatic call distribution method based on dynamic priority queuing
  • Automatic call distribution method based on dynamic priority queuing
  • Automatic call distribution method based on dynamic priority queuing

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Embodiment Construction

[0032] The above-mentioned features and advantages of the present invention can be better understood after reading the detailed description of the embodiments of the present disclosure in conjunction with the following drawings. In the drawings, components are not necessarily drawn to scale, and components with similar related properties or characteristics may have the same or similar reference numerals.

[0033] Figure 8 It shows the flow of a preferred embodiment of the automatic call distribution method based on dynamic priority queuing of the present invention. See Figure 8 , the following is a detailed description of each step of this embodiment.

[0034] Step S1: When the ACD system starts, read all business branch information from the database, and create a branch object in memory, which contains an empty general queue and an empty priority queue, and then read customer service information from the database , such as customer service account number, affiliated bran...

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Abstract

The invention discloses an automatic call distribution method based on dynamic priority queuing, which is characterized in that customers with high values are preferentially served, the resource benefit of a customer service system is improved, the customers are also avoided from waiting for a long time, and the customer satisfaction is improved. The technical scheme is that category division is performed according to the contribution degree of the customers, then the customers are placed in an ordinary queue or a priority queue based on the customer category, different priorities are divided in the priority queue, customers with the highest priority are extracted from the priority queue and preferentially served, and the customers in the ordinary queue are served according to a sequence of the waiting time. In addition, the priority queue is implemented in the form of a stack data structure, and the stack data structure of the priority queue is organized again under the condition that a customer gets into the priority queue, is extracted from the priority queue and voluntarily leaves the priority queue so as to keep a big root stack structure. The invention further provides a time-out polling mechanism so as to ensure customers waiting in a timeout manner to receive timely services.

Description

technical field [0001] The invention relates to the field of instant messaging, in particular to a distribution scheme for customer queuing in an online customer service center. Background technique [0002] figure 1 A call model diagram of an Automatic Call Distributor System (ACD) is shown. The function of the ACD is to allocate a suitable customer service for a call, and delay or refuse to serve the customer when the customer service is busy or unavailable. Since queuing is inevitable, a queuing strategy is needed to provide services for these customers in the queue. The simplest implementation is that when a customer arrives, if there is an idle customer in the customer service list, the customer will be served immediately, otherwise enter the queue and wait. Customers in the queue are arranged in order of arrival. [0003] Due to the limited resources of an enterprise, any resource is limited. When there are not enough resources to serve all customers at the same time...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04L12/865H04L47/6275
CPCH04L47/6275H04M3/5232
Inventor 吴帝永盘细平程华东涂笑陆润梅
Owner 上海神计信息系统工程有限公司
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