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Call queuing method

A technology of call queuing and call control, which is applied in the field of communication, can solve problems such as low work efficiency of the call center system, low user satisfaction, and long response time of service requests, so as to achieve the effect of improving work efficiency and shortening response time

Inactive Publication Date: 2005-11-23
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In this way, since the agent terminal that responds to the service request is not designated by the user terminal, the response time of the service request will be longer, and the user's satisfaction is not high.
As a result, the work efficiency of the entire call center system is low

Method used

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Examples

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Embodiment Construction

[0045] see figure 2 , is a call center system that can realize the method of the present invention.

[0046]The call center system is used to respond to calls from user terminals 10 . The user terminal 10 includes fax, telephone and data. The user terminal 10 needs to apply for a trunk line from the telecommunications bureau, and then it can directly access the call center system. The commonly used trunk lines are: analog trunk line, ISDN trunk line (2B+D), E1 trunk line (30B+D).

[0047] The call center system includes an automatic call distribution unit 1, a connection device 2, a call control server 3, an agent representative unit 4, an automatic voice response unit 5, a voice station 6, a call storage unit 8, a configuration data storage unit 9, and a database server (not shown in the figure), voice server (not shown in the figure), and Web server (not shown in the figure).

[0048] Wherein, the connecting device 2 is used for connecting the automatic call distributio...

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Abstract

This invention discloses one calling and lining method, which comprises the following steps: a, the calling system receives the calls from user terminal; b, the call control servo judges whether the said requirements respond to the fixed terminal; c, call servo selects the fixed terminal and the automatic call alignment unit connects the call to the fixed terminal to respond the service requirement; d, the call control servo judges whether the set fixed terminal is at busy status; f, the said call waits in private line; g, the automatic call alignment unit connects the calls to the fixed terminal.

Description

technical field [0001] The invention relates to the communication field, in particular to a call queuing method applied to a call center system. Background technique [0002] At present, the call center system, as an invisible service window for enterprises to maintain close contact with user terminals, plays an increasingly important role in product promotion, product sales, technical support, after-sales service, consultation and complaints, etc. Playing an increasingly important role in business operations. The call center system refers to connecting the telephone system to the information database, so that the telephone user can access the information stored in the computer through the telephone terminal, and at the same time use the computer voice automatic answering device or the seat representative (that is, the artificial seat terminal) to retrieve the information that the user needs The information is broadcast directly to the user, making the communication between...

Claims

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Application Information

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IPC IPC(8): H04M3/523
Inventor 杜忠于潘建颖张蒲
Owner HUAWEI TECH CO LTD
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