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Calling centre compatible with public switched telenet and interconnected network and its access method

A call center and access gateway technology, applied in the directions of network connection, electrical components, selection devices, etc., can solve the problem of high access cost of remote agents, save overhead and access cost, and improve system performance.

Inactive Publication Date: 2003-07-09
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] The technical task to be solved by the present invention exists in the prior art. Two different systems must be used to provide services for IP and PSTN access, and the problem of high cost of remote agent access is proposed. A compatible PSTN and IP network is proposed. Call center and its access method

Method used

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  • Calling centre compatible with public switched telenet and interconnected network and its access method
  • Calling centre compatible with public switched telenet and interconnected network and its access method
  • Calling centre compatible with public switched telenet and interconnected network and its access method

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Embodiment Construction

[0027] Such as figure 1 Shown, the call center that the present invention proposes comprises: interactive voice response system (IVR), computer telephony integration server (CTI Server), web server (Web Server), application server (APPServer), local seat, far-end seat, database Server (Database Server), and call center (Call Center) access gateway. Described Web Server, CTI Server, Database Server.IVR, Call Center access gateway and local seat are all interconnected by the LAN of call center in IP mode, and described local seat also passes Call Center access gateway and external PTSN The voice communication of the remote seat is connected to the Call Center access gateway in the form of VoIP (H323 protocol), and part of the data communication is completed through the Web Server and the seat agent integrated on the Web Server through the HTTP protocol.

[0028] Interactive Voice Response (IVR) is also called a voice response unit or an interactive voice response system. It ca...

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Abstract

The present invention discloses a calling centre compatible with public switched telecommunication network and interconnected network and its access method. It includes interactive voice response system (IVR), CTI server, web server, APP server, local position, far-end position and database server and call centre access gateway. Said invented calling centre can be compatible with different access modes, and can implement unified service mode so as to raise the system property of calling centre.

Description

technical field [0001] The invention relates to a customer service call center in the field of telecommunication and other industries, in particular to a call center compatible with a public switched telecommunication network (PSTN) and the Internet (IP) and an access method thereof. Background technique [0002] The call center is a special system for a group of agents or business representatives of the company to centrally process incoming calls and issue calls to contact users. Generally speaking, when the system has more than 3 personnel dedicated to this kind of traffic processing, it can be considered as a call center. Usually, the staff of the call center are called service representatives (agents), and the group formed by the service representatives is called a service group (agent group). A call center can consist of hundreds or even thousands of business representatives. And small businesses and small departments of large companies can also set up a small call ce...

Claims

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Application Information

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IPC IPC(8): H04L12/66H04Q3/64
Inventor 周华峰岳和强贾珏刘斌向志刚夏险峰廖洪才李琳
Owner ZTE CORP
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