CN102387265A - Calling connection method and calling platform - Google Patents
Calling connection method and calling platform Download PDFInfo
- Publication number
- CN102387265A CN102387265A CN2010102686775A CN201010268677A CN102387265A CN 102387265 A CN102387265 A CN 102387265A CN 2010102686775 A CN2010102686775 A CN 2010102686775A CN 201010268677 A CN201010268677 A CN 201010268677A CN 102387265 A CN102387265 A CN 102387265A
- Authority
- CN
- China
- Prior art keywords
- technical ability
- calling
- call
- idle
- seat
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Images
Abstract
The invention discloses a calling connection method and a calling platform. The calling connection method comprises the following steps: acquiring a plurality of calling skills which correspond to one calling request of a user by the calling platform; selecting seats according to the calling skills by the calling platform, and connecting the calling of the user after the idle seats are acquired. Through the calling connection method and the calling platform, the multiple-skill idle seat selection is realized by utilizing one-time calling, thereby, the goal that the user obtains the chance that more telephone operators provide services in short time is achieved, and the calling connection rate is obviously improved.
Description
Technical field
The present invention relates to the communications field, in particular to a kind of call through method and call platform.
Background technology
(Call Center) is called Customer Service Center again in the call center; Be a kind of based on computer communication integrated technology, make full use of communication network and computer network multinomial function integrated; And with the integrated information service system that enterprise is connected as a single entity, be that the business agent of one group of seat or company concentrates and to carry out calling and handle, send a special system of calling out with customer contact.
The user initiates a calling; The call center is according to user's area, language, client's grade; Attribute informations such as consulting or complaint carry out assembled classification; It is mapped to different call technical ability, and each technical ability has comprised the combination of a plurality of different attributes, and seat has been endowed a plurality of different technical ability according to the ability that has.The call center selects a seat that has this technical ability to carry out the calling processing according to calling out technical ability.If do not find idle seat to this technical ability, then need wait in line, the success of when having idle seat to handle this technical ability, then lining up, perhaps surpassing a specified time does not still have idle seat to handle the failure of then lining up of this technical ability, returns failed message to the user.This queuing selects the mode of idle seat to make period of reservation of number long, and has directly reduced the percept of call completed of system.
Summary of the invention
Main purpose of the present invention is to provide a kind of call through method and call platform, to solve the low problem of customer call call completing rate of correlation technique at least.
According to an aspect of the present invention, a kind of call through method is provided, has comprised: call platform obtains user's the corresponding a plurality of calling technical ability of a call request; Call platform is selected seats according to a plurality of calling technical ability, and the calling of connecting subscribers participating after obtaining idle seat.
Further, call platform is selected seat according to a plurality of calling technical ability, and the step of the calling of connecting subscribers participating after obtaining idle seat comprises: call platform selects one to call out technical ability from a plurality of calling technical ability; Judge whether to exist with one and call out the corresponding idle seat of technical ability; If exist, then use the calling of idle seat connecting subscribers participating; If do not exist, then from remaining calling technical ability, reselect one and call out technical ability, return and judge whether to exist and step that one is called out the corresponding idle seat of technical ability.
Further; Call platform selects a step of calling out technical ability to comprise from a plurality of calling technical ability: call platform uses the technical ability priority policy of setting; From a plurality of calling technical ability, select one and call out technical ability, the technical ability priority policy is used for confirming a plurality of calling technical ability, and each calls out the processing priority of technical ability.
Further, call platform is selected seat according to a plurality of calling technical ability, and the step of the calling of connecting subscribers participating after obtaining idle seat comprises: call platform obtains all idle seats, and the corresponding calling technical ability of each idle seat in all idle seats; The calling technical ability that a plurality of calling technical ability of call request are corresponding with each idle seat is complementary; The calling of the idle seat connecting subscribers participating that the calling technical ability that definite use is complementary is maximum.
Further, call platform is selected seat according to a plurality of calling technical ability, and the step of the calling of connecting subscribers participating after obtaining idle seat comprises: call platform sorts to a plurality of calling technical ability according to priority; Call platform obtains all idle seats; Judge whether to exist with a plurality of calling technical ability in the highest corresponding idle seat of calling technical ability of current priority; If exist, then use the calling of idle seat connecting subscribers participating; If do not exist, then select the highest calling technical ability of remaining calling technical ability medium priority, return judge whether to exist with a plurality of calling technical ability in the step of the corresponding idle seat of the highest calling technical ability of current priority.
According to a further aspect in the invention, a kind of call platform is provided, has comprised: acquisition module is used to obtain user's corresponding a plurality of calling technical ability of a call request; The conversation module is used for selecting seats according to a plurality of calling technical ability, and the calling of connecting subscribers participating after obtaining idle seat.
Further, the conversation module comprises: select module, be used for selecting one to call out technical ability from a plurality of calling technical ability; Judge module is used to judge whether to exist with one call out the corresponding idle seat of technical ability; Stopping modular is used for if the judged result of judge module for existing, is then used the calling of idle seat connecting subscribers participating; Heavily look into module, be used for calling out technical ability, return judge module if the judged result of judge module, is then reselected one for not existing from remaining calling technical ability.
Further, select module to comprise: policy module, be used to use the technical ability priority policy of setting, from a plurality of calling technical ability, to select one and call out technical ability, the technical ability priority policy is used for confirming a plurality of calling technical ability, and each calls out the processing priority of technical ability.
Further, the conversation module comprises: the information acquisition module, be used to obtain all idle seats of call platform, and the corresponding calling technical ability of each idle seat in all idle seats; Matching module is used for the calling technical ability that a plurality of calling technical ability of call request are corresponding with each idle seat and is complementary; Determination module is used for confirm using the calling of the maximum idle seat connecting subscribers participating of the calling technical ability that is complementary.
Further, the conversation module comprises: order module is used for according to priority a plurality of calling technical ability being sorted; Idle seat acquisition module is used to obtain all idle seats of call platform; Priority block is used for judging whether to exist the calling technical ability corresponding idle seat the highest with a plurality of calling technical ability current priorities; Connect module, be used for if the judged result of priority block for existing, is then used the calling of idle seat connecting subscribers participating; The gravity treatment module is used for returning priority block if the judged result of priority block for not existing, is then selected the highest calling technical ability of remaining calling technical ability medium priority.
Through the present invention; Adopt a plurality of calling technical ability of using in the call request; Search corresponding idle seat to the different technical ability in a plurality of calling technical ability; In the time can't finding the idle seat of a calling technical ability correspondence, still can find idle seat through searching other seat of calling out the technical ability correspondence, use the idle seat connecting subscribers participating calling that finds; Use single technical ability to search the low problem of idle agent call call completing rate in the correlation technique thereby solved; And then reached the idle seat selection that utilizes the many technical ability of realization in the call, and accomplish the user and obtained the chance that more operators provide service at short notice, realized the obvious lifting of percept of call completed.
Description of drawings
Accompanying drawing described herein is used to provide further understanding of the present invention, constitutes the application's a part, and illustrative examples of the present invention and explanation thereof are used to explain the present invention, do not constitute improper qualification of the present invention.In the accompanying drawings:
Fig. 1 is the flow chart of steps according to a kind of call through method of the embodiment of the invention one;
Fig. 2 is the flow chart of steps according to a kind of call through method of the embodiment of the invention two;
Fig. 3 is the flow chart of steps according to a kind of call through method of the embodiment of the invention three;
Fig. 4 is the flow chart of steps according to a kind of call through method of the embodiment of the invention four;
Fig. 5 is the structured flowchart according to a kind of call platform of the embodiment of the invention five;
Fig. 6 is the structural representation according to a kind of calling system of the embodiment of the invention six;
Fig. 7 is the structure elucidation figure of the call platform in the calling system shown in Figure 6;
Fig. 8 uses the flow chart of steps that call platform shown in Figure 7 carries out call through.
Embodiment
Hereinafter will and combine embodiment to specify the present invention with reference to accompanying drawing.Need to prove that under the situation of not conflicting, embodiment and the characteristic among the embodiment among the application can make up each other.
With reference to Fig. 1, show flow chart of steps according to a kind of call through method of the embodiment of the invention one, may further comprise the steps:
Step S102: call platform obtains user's the corresponding a plurality of calling technical ability of a call request;
Generally include one or more in the call request and call out technical ability, for the call request that comprises a plurality of calling technical ability, in this step, call platform obtains a plurality of calling technical ability in the call request through parsing.
Step S104: call platform is according to selecting seat in a plurality of calling technical ability, and the calling of connecting subscribers participating after obtaining idle seat.
In this step, call platform is searched seat corresponding in a plurality of calling technical ability, after finding idle seat, confirms the idle seat that connecting subscribers participating is called out, and use should free time seat connecting subscribers participating conversation.
The idle seat that finds has one or more; When the idle seat that finds only has one; Then use and to carry out call through by the free time seat; If it is a plurality of that the idle seat that finds has, then can be through certain strategy as confirming an idle seat in order or at random, use this idle seat of having confirmed to carry out call through.
Need to prove that the call through method of the embodiment of the invention can with further raising call through efficient, reduce period of reservation of number simultaneously to a plurality of user calling request executed in parallel.All right, when the user is carried out call through, receive new user calling request; And handle accordingly; Be new receipt of call request and the call through method executed in parallel of handling and carrying out present embodiment,, reduce period of reservation of number with further raising call through efficient.
In the correlation technique,, make percept of call completed low because use unitary call technical ability to search idle seat.Pass through present embodiment; Use a plurality of calling technical ability in the call request; Search corresponding idle seat to the different technical ability in a plurality of calling technical ability; And then use and should call out by free time seat connecting subscribers participating, thereby make the user can obtain the chance that more operators provide service at short notice, realized the obvious lifting of percept of call completed.
With reference to Fig. 2, show flow chart of steps according to a kind of call through method of the embodiment of the invention two, may further comprise the steps:
Step S202: call platform receives after the professional user calling request of sending of operation layer, obtains the corresponding a plurality of calling technical ability of this call request, and relevant treatment is done in call request;
Wherein, the relevant treatment that call request is done comprises: for call request coupling seat, call request is entered waiting list etc.
Step S204: call platform is selected a technical ability according to certain technical ability processing policy from a plurality of technical ability of call request, inquires about the corresponding seat of this technical ability then;
Wherein, the technical ability processing policy is used for confirming the processing sequence of a plurality of each technical ability of technical ability, promptly how to select a technical ability to handle, like priority policy, randomized policy etc.If priority policy then earlier carries out prioritization to a plurality of technical ability, select technical ability to handle successively according to priority orders then; If randomized policy then selects a technical ability to handle at random.Use the technical ability processing policy, accelerated the selection processing speed of technical ability; And the use priority policy, the preferential important technical ability of processing of selecting has improved the selection treatment effeciency.
Step S206: the current idle condition that call platform number is searched corresponding seat in the system according to technical ability, and feedback search result;
The call platform inquiry comprises idle condition and busy condition corresponding to the current idle condition of the seat of the calling technical ability of selecting, and the feedback query result.
Step S208: call platform judges whether need carry out searching of next step according to the result of feedback, if find suitable idle seat then return the call request success message; Otherwise repeating step S204-S208; From remaining calling technical ability, reselect calling technical ability, up to finding idle seat, perhaps; All inquired about up to the all-calls technical ability of this call request and to be found idle seat not yet, returned the call request failed message;
In this step; In a single day call platform searches discovery all is busy condition corresponding to a current idle condition of calling out the seat of technical ability; Then obtaining next call technical ability immediately begins to search; And do not use the technical ability of no corresponding idle seat to wait in line, thereby effectively reduced user's stand-by period.
Step S210: call platform sends result's response to the business of operation layer after receiving the call request result.
With reference to Fig. 3, show flow chart of steps according to a kind of call through method of the embodiment of the invention three, may further comprise the steps:
Step S302: call platform receives after the professional user calling request of sending of operation layer, obtains the corresponding a plurality of calling technical ability of this call request, and relevant treatment is done in call request;
Wherein, the relevant treatment that call request is done comprises: for call request coupling seat, call request is entered waiting list etc.
Step S304: call platform obtains current idle condition in all seats and is all idle idle seats;
Step S306: call platform obtains the treatable calling technical ability of each idle seat in all idle seats, and is complementary with calling technical ability in the call request, confirms the maximum idle seat of calling technical ability in the match calls request;
Step S308: call platform feedback search result, comprising the information of the maximum idle seat of the calling technical ability in the match calls request;
Step S310: call platform sends result's response to the business of operation layer after receiving the call request result, uses the idle seat connecting subscribers participating of confirming to call out.
With reference to Fig. 4, show flow chart of steps according to a kind of call through method of the embodiment of the invention four, may further comprise the steps:
Step S402: call platform receives after the professional user calling request of sending of operation layer, obtains the corresponding a plurality of calling technical ability of this call request, and relevant treatment is done in call request;
Wherein, the relevant treatment that call request is done comprises: for call request coupling seat, call request is entered waiting list etc.
Step S404: call platform sorts to the corresponding a plurality of calling technical ability of call request according to priority;
Step S406: call platform obtains current idle condition in all seats and is all idle idle seats;
Step S408: call platform is searched the corresponding idle seat of the highest calling technical ability of a plurality of calling technical ability medium priorities, and the feedback search result;
Step S410: call platform judges whether need carry out searching of next step according to the lookup result of feedback, if find the corresponding idle seat of calling technical ability of current limit priority then stop to search; Return the call request success message; Otherwise repeating step S408-S410 selects the highest calling technical ability of remaining calling technical ability medium priority to search, up to finding idle seat; Return the call request success message; Perhaps, all inquired about up to the all-calls technical ability of this call request and to be found idle seat not yet, returned the call request failed message;
Step S412: call platform sends result's response to the business of operation layer after receiving the call request result, finding under the situation of idle seat, uses the idle seat connecting subscribers participating of confirming to call out.
With reference to Fig. 5, show structured flowchart according to a kind of call platform of the embodiment of the invention five, comprising:
Acquisition module 502 is used to obtain user's corresponding a plurality of calling technical ability of a call request; Conversation module 504 is used for selecting seats according to a plurality of calling technical ability, and the calling of connecting subscribers participating after obtaining idle seat.
Preferably, conversation module 504 comprises: select module 50402, be used for selecting one to call out technical ability from a plurality of calling technical ability; Judge module 50404 is used to judge whether to exist with this call out the corresponding idle seat of technical ability; Stopping modular 50406 is used for using the calling of idle seat connecting subscribers participating if the judged result of judge module 50404 for existing, then stops to search; Heavily look into module 50408, be used for calling out technical ability, return judge module 50404 if the judged result of judge module 50404, is then reselected one for not existing from remaining calling technical ability.
Preferably; Select module 50402 to comprise: policy module, be used to use the technical ability priority policy of setting, from a plurality of calling technical ability, select one and call out technical ability; Wherein, the technical ability priority policy is used for confirming the processing priority of each calling technical ability of a plurality of calling technical ability.
Preferably, conversation module 504 also can comprise: information acquisition module 50410, be used to obtain all idle seats of call platform, and the corresponding calling technical ability of each idle seat in all idle seats; Matching module 50412 is used for the calling technical ability that a plurality of calling technical ability of call request are corresponding with each idle seat and is complementary; Determination module 50414 is used for confirm using the calling of the maximum idle seat connecting subscribers participating of the calling technical ability that is complementary.
Preferably, conversation module 504 also can comprise: order module 50416 is used for sorting according to a plurality of calling technical ability of priority to call request; Idle seat acquisition module 50418 is used to obtain all idle seats of call platform; Priority block 50420 is used for judging whether to exist the calling technical ability corresponding idle seat the highest with a plurality of calling technical ability current priorities; Connect module 50422, be used for if the judged result of priority block 50420 for existing, is then used the calling of idle seat connecting subscribers participating; Gravity treatment module 50424 is used for returning priority block 50420 if the judged result of priority block 50420 for not existing, is then selected the highest calling technical ability of remaining calling technical ability medium priority.
The form that is provided with of above-mentioned three kinds of conversation modules 504 can be selected a use, also can combination in any use.
With reference to Fig. 6, show structural representation according to a kind of calling system of the embodiment of the invention six.
Present embodiment increases a MSPS (MultiSkill Parallel Select, many technical ability walk abreast intelligent optimum selection method) module in the routing queue module RTQ of original call platform, the MSPS module is as shown in Figure 6 in the position of system.MSPS is responsible for carrying out searching the idle seat of selection for a plurality of technical ability in the call, and the more operators' of selection chance is provided for the user.The MSPS module is by (Agent Status Select: agents state is selected) and ATS (Agent Tactics Select: the seat policy selection) form.
As shown in Figure 7, in the MSPS module, ASS is the center that the current idle condition of all seats in the system is inquired about and managed, and has preserved the current states such as showing the spare time that does that shows of all seats among the ASS, can be according to the state of the corresponding seat of condition query.
In the MSPS module, ATS carries out the control centre that many technical ability are selected idle seat.ATS finds a technical ability according to concrete strategy in a plurality of technical ability, adopt this technical ability and ASS to obtain the idle seat information of this technical ability alternately then, finds behind the idle seat to return to RTQ and searches success message; Otherwise, continue in remaining a plurality of technical ability, to obtain next technical ability according to strategy, search the idle seat of this technical ability.All do not find idle seat if institute is skilled, then return and search failed message to RTQ.In addition, ATS can also carry out the coupling of calling technical ability of calling technical ability and the idle seat of call request, and then searches the idle seat that matees most with call request, finds behind the idle seat to return to RTQ and searches success message; Otherwise,, then return and search failed message to RTQ if do not find the idle seat that matees with the calling technical ability of call request.
Preferably, be example to call out the access call center, call platform adopts the technical ability priority policy, carries out idle seat according to the priority of a plurality of calling technical ability and selects, and the method that improves percept of call completed is as shown in Figure 8, may further comprise the steps:
Step S802: user's incoming call, after the call arrival business, business module sends to call platform according to the call business type with call request;
Step S804: the RTQ module of call platform receives the processing of the laggard line correlation of call request, then call request is sent to the MSPS module;
Step S806:MSPS module is resolved a plurality of technical ability A that call out, B, C after the call request that receives the RTQ transmission ..., then, ATS adopts the technical ability processing policy of setting to search the corresponding idle seat of a plurality of technical ability, up to finding an idle seat.
In the present embodiment, setting the technical ability processing policy is the technical ability priority policy.
Particularly, this step comprises:
A plurality of technical ability that step S8062:ATS at first will call out sort according to the priority and generate the technical ability priority list;
Step S8064:ATS obtains a highest technical ability of priority then from the technical ability priority list after the ordering after; Send message to ASS; Inquiry has the idle seat of this technical ability, if find idle seat, then returns to the RTQ module and searches the seat message of successful; If ATS does not find the idle seat of this technical ability, then from the technical ability tabulation, obtain the technical ability of the next priority that is lower than current priority, continue to send message then and search the idle seat that has this technical ability to ASS;
If step S8066:ATS does not all find idle seat in the technical ability tabulation, then send the result who searches failure to RTQ, after RTQ received the result, the result that will line up fed back to business module.
From above description, can find out that the present invention utilizes many technical ability to select idle seat, has improved percept of call completed, and, making full use of existing network and platform resource, network configuration is succinct; Select the seat method to improve percept of call completed greatly with respect to the call slip technical ability of correlation technique; Avoided having reduced simultaneously from user's incoming call to the system response time of connecting seat owing to the professional system works amount of initiating new technical ability calling again behind single technical ability call failure; Further promote professional user satisfaction and occupation rate of market, had tangible economic benefit and social benefit.
Obviously, it is apparent to those skilled in the art that above-mentioned each module of the present invention or each step can realize with the general calculation device; They can concentrate on the single calculation element; Perhaps be distributed on the network that a plurality of calculation element forms, alternatively, they can be realized with the executable program code of calculation element; Thereby; Can they be stored in the storage device and carry out, and in some cases, can carry out step shown or that describe with the order that is different from here by calculation element; Perhaps they are made into each integrated circuit modules respectively, perhaps a plurality of modules in them or step are made into the single integrated circuit module and realize.Like this, the present invention is not restricted to any specific hardware and software combination.
The above is merely the preferred embodiments of the present invention, is not limited to the present invention, and for a person skilled in the art, the present invention can have various changes and variation.All within spirit of the present invention and principle, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. a call through method is characterized in that, comprising:
Call platform obtains user's the corresponding a plurality of calling technical ability of a call request;
Said call platform is selected seat according to said a plurality of calling technical ability, and after obtaining idle seat, connects said user calling.
2. method according to claim 1 is characterized in that, said call platform is selected seat according to said a plurality of calling technical ability, and the step of the said user calling of connection comprises after obtaining idle seat:
Said call platform selects one to call out technical ability from said a plurality of calling technical ability;
Judge whether to exist with said one and call out the corresponding idle seat of technical ability;
If exist, then use said idle seat to connect said user calling;
If do not exist, then from remaining calling technical ability, reselect one and call out technical ability, return and saidly judge whether to exist and a said step of calling out the corresponding idle seat of technical ability.
3. method according to claim 2 is characterized in that, said call platform selects a step of calling out technical ability to comprise from said a plurality of calling technical ability:
Said call platform uses the technical ability priority policy of setting, and from said a plurality of calling technical ability, selects one to call out technical ability, and said technical ability priority policy is used for confirming said a plurality of calling technical ability, and each calls out the processing priority of technical ability.
4. method according to claim 1 is characterized in that, said call platform is selected seat according to said a plurality of calling technical ability, and the step of the said user calling of connection comprises after obtaining idle seat:
Said call platform obtains all idle seats, and the corresponding calling technical ability of each idle seat in said all idle seats;
The calling technical ability that a plurality of calling technical ability of said call request are corresponding with said each idle seat is complementary;
The idle seat that the calling technical ability that definite use is complementary is maximum is connected said user calling.
5. method according to claim 1 is characterized in that, said call platform is selected seat according to said a plurality of calling technical ability, and the step of the said user calling of connection comprises after obtaining idle seat:
Said call platform sorts to said a plurality of calling technical ability according to priority;
Said call platform obtains all idle seats;
Judge whether to exist with said a plurality of calling technical ability in the highest corresponding idle seat of calling technical ability of current priority;
If exist, then use said idle seat to connect said user calling;
If do not exist, then select the highest calling technical ability of remaining calling technical ability medium priority, return said judge whether to exist with said a plurality of calling technical ability in the step of the corresponding idle seat of the highest calling technical ability of current priority.
6. a call platform is characterized in that, comprising:
Acquisition module is used to obtain user's corresponding a plurality of calling technical ability of a call request;
The conversation module is used for selecting seat according to said a plurality of calling technical ability, and after obtaining idle seat, connects said user calling.
7. call platform according to claim 6 is characterized in that, said conversation module comprises:
Select module, be used for selecting one to call out technical ability from said a plurality of calling technical ability;
Judge module is used to judge whether to exist with said one call out the corresponding idle seat of technical ability;
Stopping modular is used for if the judged result of said judge module for existing, then uses said idle seat to connect said user calling;
Heavily look into module, be used for calling out technical ability, return said judge module if the judged result of said judge module, is then reselected one for not existing from remaining calling technical ability.
8. call platform according to claim 7 is characterized in that, said selection module comprises:
Policy module is used to use the technical ability priority policy of setting, from said a plurality of calling technical ability, selects one to call out technical ability, and said technical ability priority policy is used for confirming said a plurality of calling technical ability, and each calls out the processing priority of technical ability.
9. call platform according to claim 6 is characterized in that, said conversation module comprises:
The information acquisition module is used to obtain all idle seats of said call platform, and the corresponding calling technical ability of each idle seat in said all idle seats;
Matching module is used for the calling technical ability that a plurality of calling technical ability of said call request are corresponding with said each idle seat and is complementary;
Determination module is used for confirming to use the maximum idle seat of calling technical ability that is complementary to connect said user calling.
10. call platform according to claim 6 is characterized in that, said conversation module comprises:
Order module is used for according to priority said a plurality of calling technical ability being sorted;
Idle seat acquisition module is used to obtain all idle seats of said call platform;
Priority block is used for judging whether to exist and the highest corresponding idle seat of calling technical ability of said a plurality of calling technical ability current priorities;
Connect module, be used for if the judged result of said priority block for existing, then uses said idle seat to connect said user calling;
The gravity treatment module is used for returning said priority block if the judged result of said priority block for not existing, is then selected the highest calling technical ability of remaining calling technical ability medium priority.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2010102686775A CN102387265A (en) | 2010-08-30 | 2010-08-30 | Calling connection method and calling platform |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2010102686775A CN102387265A (en) | 2010-08-30 | 2010-08-30 | Calling connection method and calling platform |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN102387265A true CN102387265A (en) | 2012-03-21 |
Family
ID=45826212
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2010102686775A Pending CN102387265A (en) | 2010-08-30 | 2010-08-30 | Calling connection method and calling platform |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102387265A (en) |
Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103338239A (en) * | 2013-06-09 | 2013-10-02 | 北京讯鸟软件有限公司 | Distributed call-center system and seat control method thereof |
| WO2015066998A1 (en) * | 2013-11-06 | 2015-05-14 | 中兴通讯股份有限公司 | Queuing routing method and device for call centre |
| WO2015139379A1 (en) * | 2014-03-21 | 2015-09-24 | 中兴通讯股份有限公司 | Outgoing call skill allocation method, adjustment method, apparatus, and call center system |
| WO2017088593A1 (en) * | 2015-11-24 | 2017-06-01 | 华为技术有限公司 | Service seat selection method, apparatus and system |
| CN107454274A (en) * | 2016-05-31 | 2017-12-08 | 华为技术有限公司 | Method and apparatus for distributing seat |
| CN108564259A (en) * | 2016-04-18 | 2018-09-21 | 欧洲阿菲尼帝科技有限责任公司 | Technology for carrying out benchmaring to the pairing strategy in contact centring system |
| CN109302452A (en) * | 2018-09-03 | 2019-02-01 | 视联动力信息技术股份有限公司 | A kind of method and apparatus of business processing |
| CN111586242A (en) * | 2020-04-30 | 2020-08-25 | 中国银行股份有限公司 | Service call forwarding method and device |
| US11165908B2 (en) | 2008-01-28 | 2021-11-02 | Afiniti, Ltd. | Techniques for benchmarking pairing strategies in a contact center system |
| US11265420B2 (en) | 2008-01-28 | 2022-03-01 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
| US11425248B2 (en) | 2008-01-28 | 2022-08-23 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
| US11509768B2 (en) | 2008-01-28 | 2022-11-22 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5206903A (en) * | 1990-12-26 | 1993-04-27 | At&T Bell Laboratories | Automatic call distribution based on matching required skills with agents skills |
| US20030169870A1 (en) * | 2002-03-05 | 2003-09-11 | Michael Stanford | Automatic call distribution |
| US7088814B1 (en) * | 2001-12-13 | 2006-08-08 | Cisco Technology, Inc. | Method and system for automatic call distribution based on network resource availability and agent skills |
| CN101193162A (en) * | 2006-11-29 | 2008-06-04 | 中兴通讯股份有限公司 | Hierarchical service routing method for customer service system |
| CN101202796A (en) * | 2006-12-14 | 2008-06-18 | 中兴通讯股份有限公司 | Layered service route system of customer service system |
| CN101645988A (en) * | 2008-08-04 | 2010-02-10 | 中兴通讯股份有限公司 | Next-generation call center system and queuing method thereof |
-
2010
- 2010-08-30 CN CN2010102686775A patent/CN102387265A/en active Pending
Patent Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5206903A (en) * | 1990-12-26 | 1993-04-27 | At&T Bell Laboratories | Automatic call distribution based on matching required skills with agents skills |
| US7088814B1 (en) * | 2001-12-13 | 2006-08-08 | Cisco Technology, Inc. | Method and system for automatic call distribution based on network resource availability and agent skills |
| US20030169870A1 (en) * | 2002-03-05 | 2003-09-11 | Michael Stanford | Automatic call distribution |
| CN101193162A (en) * | 2006-11-29 | 2008-06-04 | 中兴通讯股份有限公司 | Hierarchical service routing method for customer service system |
| CN101202796A (en) * | 2006-12-14 | 2008-06-18 | 中兴通讯股份有限公司 | Layered service route system of customer service system |
| CN101645988A (en) * | 2008-08-04 | 2010-02-10 | 中兴通讯股份有限公司 | Next-generation call center system and queuing method thereof |
Cited By (23)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US11316978B2 (en) | 2008-01-28 | 2022-04-26 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
| US11283930B2 (en) | 2008-01-28 | 2022-03-22 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
| US11265422B2 (en) | 2008-01-28 | 2022-03-01 | Afiniti, Ltd. | Techniques for benchmarking pairing strategies in a contact center system |
| US11425248B2 (en) | 2008-01-28 | 2022-08-23 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
| US11265420B2 (en) | 2008-01-28 | 2022-03-01 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
| US11509768B2 (en) | 2008-01-28 | 2022-11-22 | Afiniti, Ltd. | Techniques for hybrid behavioral pairing in a contact center system |
| US11290595B2 (en) | 2008-01-28 | 2022-03-29 | Afiniti, Ltd. | Techniques for benchmarking pairing strategies in a contact center system |
| US11470198B2 (en) | 2008-01-28 | 2022-10-11 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
| US11425249B2 (en) | 2008-01-28 | 2022-08-23 | Afiniti, Ltd. | Techniques for benchmarking pairing strategies in a contact center system |
| US11381684B2 (en) | 2008-01-28 | 2022-07-05 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
| US11283931B2 (en) | 2008-01-28 | 2022-03-22 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
| US11876931B2 (en) | 2008-01-28 | 2024-01-16 | Afiniti, Ltd. | Techniques for benchmarking pairing strategies in a contact center system |
| US11165908B2 (en) | 2008-01-28 | 2021-11-02 | Afiniti, Ltd. | Techniques for benchmarking pairing strategies in a contact center system |
| CN103338239A (en) * | 2013-06-09 | 2013-10-02 | 北京讯鸟软件有限公司 | Distributed call-center system and seat control method thereof |
| WO2015066998A1 (en) * | 2013-11-06 | 2015-05-14 | 中兴通讯股份有限公司 | Queuing routing method and device for call centre |
| WO2015139379A1 (en) * | 2014-03-21 | 2015-09-24 | 中兴通讯股份有限公司 | Outgoing call skill allocation method, adjustment method, apparatus, and call center system |
| WO2017088593A1 (en) * | 2015-11-24 | 2017-06-01 | 华为技术有限公司 | Service seat selection method, apparatus and system |
| CN108629481A (en) * | 2016-04-18 | 2018-10-09 | 欧洲阿菲尼帝科技有限责任公司 | Technology for carrying out benchmaring to the pairing strategy in contact centring system |
| CN108564259B (en) * | 2016-04-18 | 2022-06-03 | 阿菲尼帝有限公司 | Techniques for benchmarking pairing strategies in a contact center system |
| CN108564259A (en) * | 2016-04-18 | 2018-09-21 | 欧洲阿菲尼帝科技有限责任公司 | Technology for carrying out benchmaring to the pairing strategy in contact centring system |
| CN107454274A (en) * | 2016-05-31 | 2017-12-08 | 华为技术有限公司 | Method and apparatus for distributing seat |
| CN109302452A (en) * | 2018-09-03 | 2019-02-01 | 视联动力信息技术股份有限公司 | A kind of method and apparatus of business processing |
| CN111586242A (en) * | 2020-04-30 | 2020-08-25 | 中国银行股份有限公司 | Service call forwarding method and device |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN102387265A (en) | Calling connection method and calling platform | |
| USRE43205E1 (en) | Skill based chat function in a communication system | |
| CN101742004B (en) | Call transfer method and device in multi-call central system | |
| EP2869545B1 (en) | Method and device for distributing mobile attendant call | |
| CN101645988B (en) | Next-generation call center system and queuing method thereof | |
| JPH07264309A (en) | Incoming call controller | |
| CN102487363B (en) | Anonymous communication system and transmission method of information transmission unit in anonymous communication system | |
| Akgun et al. | Multiple-server system with flexible arrivals | |
| CN102752465B (en) | intelligent routing calling system and method | |
| CN102833429A (en) | Call center system and call processing method thereof | |
| CN101953188B (en) | Method and apparatus for processing multi-channel request subscription under service management platform | |
| CN102256024B (en) | Queue request waiting timeout processing method and device | |
| CN103067620A (en) | Method and device of realizing customer services | |
| CN102142122A (en) | Service booking method and system as well as related server and client | |
| Akgun et al. | Understanding the marginal impact of customer flexibility | |
| CN102377884B (en) | Call queuing method and device | |
| CN109151232A (en) | Repeat call processing method and device | |
| CN103841197B (en) | Video cloud service system for constructing video seat supporting far-end service through cloud video | |
| WO2010022592A1 (en) | Method, device and call center system for text chat routing | |
| US7519665B1 (en) | Multi-channel processing control device and multi-channel processing control method | |
| CN101022484A (en) | Enterprise immediate communication method and system | |
| CN103516758A (en) | Method and device for processing service requests of resource route and call center seats | |
| CN112866495B (en) | Call distribution method based on soft switch | |
| CN101448246B (en) | Method for realizing value-added service capacity interwork, system and device thereof | |
| CN103167422B (en) | Automatically method, system and the user terminal lagging and adding session |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C02 | Deemed withdrawal of patent application after publication (patent law 2001) | ||
| WD01 | Invention patent application deemed withdrawn after publication |
Application publication date: 20120321 |