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Call management system and method

A technology of call request and binding relationship, which is applied in the direction of automatic switching office, telephone communication, electrical components, etc., can solve the problems of low concurrent processing capacity, failure to meet the performance requirements of cloud platform multi-tenant systems, and hardware server performance impact, etc. Achieve the effects of improving concurrent processing capabilities, solving the possibility of service suspension, and improving continuity

Active Publication Date: 2020-09-04
慧捷(上海)科技有限公司
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  • Abstract
  • Description
  • Claims
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AI Technical Summary

Problems solved by technology

[0008] One purpose of this application is to provide a system and method for call management to solve the problems in the prior art that are affected by the performance of the hardware server, the concurrent processing capability is not high, and the performance requirements of the multi-tenant system of the cloud platform cannot be met.

Method used

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Embodiment Construction

[0037] The application will be described in further detail below in conjunction with the accompanying drawings.

[0038] In a typical configuration of this application, the terminal, the device serving the network, and the trusted party all include one or more processors (such as a central processing unit (Central Processing Unit, CPU)), an input / output interface, a network interface, and a memory .

[0039] Memory may include non-permanent storage in computer-readable media, random access memory (Random Access Memory, RAM) and / or non-volatile memory, such as read-only memory (Read Only Memory, ROM) or flash memory (flash RAM). Memory is an example of computer readable media.

[0040]Computer-readable media, including both permanent and non-permanent, removable and non-removable media, can be implemented by any method or technology for storage of information. Information may be computer readable instructions, data structures, modules of a program, or other data. Examples o...

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PUM

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Abstract

The invention aims to provide a call management system and method. The system comprises a calling logic processor, an equipment logic processor and a seat logic processor, wherein the calling logic processor is used for generating a calling message according to a received calling request and sending the calling message to the seat logic processor, and the calling message comprises a calling object; the seat logic processor is used for carrying out seat allocation according to the calling message, and a calling state corresponding to the calling object is fed back to the equipment logic processor; and the equipment logic processor is used for processing the calling state, a binding relationship between the equipment and the seat and registration and logout of the equipment. According to themethod, the large-scale seat number can be supported through horizontal expansion; the failure of a single processor does not influence the whole function, so that the possibility of service pause caused by downtime can be solved, and the continuity of the service is improved.

Description

technical field [0001] The present application relates to the technical field of voice communication, and in particular to a system and method for call management. Background technique [0002] Call management is the basic function of applications in the field of enterprise communications. Common applications include call centers, office calls, telemarketing, etc. Call control includes incoming call control and outgoing call control. industry called call routing ), adding, removing and closing multi-person communication, playing voice and recording during calls, forming call records, etc. Call control includes signaling control and media control. [0003] In a typical call center system in the field of enterprise communications, automatic call distribution (ACD) is a very critical function. ACD includes handling incoming calls, collecting customer intent, and routing calls to appropriate agents. Business representatives (Agent for short) are the staff of the call center....

Claims

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Application Information

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IPC IPC(8): H04M3/523
CPCH04M3/523
Inventor 易奇志
Owner 慧捷(上海)科技有限公司
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