Telephone traffic data association and integration method

Abstract

The invention relates to a telephone traffic data association and integration method. The method comprises the following steps: a PBX / gateway / SBC receives a call from a PSTN; the PBX / gateway / SBC transfers the call to the CTI; the CTI receives the call, generates a telephone traffic unique identifier ConnID, transfers the call to the IVR, and generates a CTI real-time event at the same time; the IVR receives the call, transfers the call needing to be transferred to the CTI, and generates an IVR real-time event at the same time; the CTI allocates a call needing to be forwarded to a designated agent, receives the call needing to be forwarded to the person through the CSR, and generates a CSR real-time event at the same time; data is acquired; data integration processing is performed; data isstored. Compared with the prior art, the client telephone traffic data dispersed in PBX / gateway / SBC, CTI, IVR and CSR are associated and integrated by adopting a telephone traffic unique identifier and message queue mode, so that access to a plurality of switching devices is supported, and meanwhile, the integrity of the telephone traffic data and the traceability of a link track can be effectively ensured.

Description

technical field [0001] The invention relates to the technical field of traffic data processing in a call center, in particular to a method for associating and integrating traffic data. Background technique [0002] With more and more intelligent service and IVR (Interactive Voice Response, Interactive Voice Response) service nodes, PBX (Private Branch Exchange, private branch exchange) / gateway / SBC (Session Border Controller, session border controller) and CTI of the call center (Computer Telecommunication Integration, computer telecommunications integration), IVR, and CSR (Customer Service Representative, customer service representative) are becoming more and more scattered. It is impossible to trace the link track of customer traffic data, and it also destroys the traffic The integrity of the data is not conducive to the management and monitoring of the call center and the query and analysis of the traffic data. [0003] Chinese patent CN105592236B proposes a traffic data ...

AI Technical Summary

Problems solved by technology

[0002] With more and more intelligent service and IVR (Interactive Voice Response, Interactive Voice Response) service nodes, PBX (Private Branch Exchange, private branch exchange) / gateway / SBC (Session Border Controller, session border controller) and CTI of the call center (Computer Telecommunication Integration, computer telecommunications integration), IVR, and CSR (Customer Service Representative, customer service representative) are becoming more and more scattered. It is impossible to trace the link track of customer traffic data, and it also destroys traffic The integrity of the data is not conducive to the management and monitoring of the call center and the query and analysis of the traffic data

[0003] Chinese patent CN105592236B proposes a traffic data association method of a call center, which can realize the association of traffic data between IVR and CTI and between multiple PBXs, thereby ensuring the integrity of traffic data, but It does not solve the association of traffic data between the gateway / SBC, CTI, and CSR. In addition, this method only associates traffic data without integrating traffic data, so it cannot guarantee that the process from customer incoming line to fulfilling business requirements is smooth A complete closed loop cannot effectively trace the link trajectory of traffic data

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