CN100456787C - Call queuing method - Google Patents
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- CN100456787C CN100456787C CNB2004100383325A CN200410038332A CN100456787C CN 100456787 C CN100456787 C CN 100456787C CN B2004100383325 A CNB2004100383325 A CN B2004100383325A CN 200410038332 A CN200410038332 A CN 200410038332A CN 100456787 C CN100456787 C CN 100456787C
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Abstract
The present invention discloses a call queuing method which comprises the steps that (1) a calling center system receives a call from a user terminal; (2) a call control server judges whether the service request corresponding to the call is answered by an appointed seat terminal; (3) the call control server selects a seat terminal and an automatic call distribution unit connects the call to the seat terminal to answer the service request; (4) the call control server judges whether the appointed seat terminal is busy; (5) the call is queued in a telephone operator private queue of the appointed seat terminal to wait, when the appointed seat terminal is available, the call control server takes the call out of the telephone operator private queue; (6) the automatic call distribution unit connects the call to the appointed seat terminal. The call queuing method has the advantages that the time of the answer to a service request is shortened, and the work efficiency of the calling center system is enhanced.
Description
Technical field
The present invention relates to the communications field, particularly relate to a kind of call queuing method that is applied to call center system.
Background technology
At present, call center system keeps the invisible service window that is closely connected as enterprise and user terminal, in important effects of aspect play more and more such as products propaganda, production marketing, technical support, after-sale service, consulting and complaints, in the production of enterprise, business activities, playing the part of more and more important role.Described call center system refers to telephone system is connected to information database, make the telephone subscriber can pass through telephone terminal access computer canned data, utilize computer speech automatic answering equipment or seat representative (being the manual position terminal) that the information that the user need retrieve is play-overed to the user simultaneously, make the communication of enterprise and user terminal more direct, more convenient.
Usually, call center system is by ACD (Automatic Call Distribution, automatically call distribution) unit, IVR (Interactive Voice Response, automatic voice responding) unit, CCS (Call Control Server, call control server), Agent (seat representative) unit, database server, and formations such as Web server, Resource Server that realize the Web call center.
Wherein, described seat representative unit comprises a plurality of seat terminals.Described seat terminal is divided into different skill queue according to COS.The seat terminal that same skill queue is corresponding different; Same seat terminal can belong to different skill queue.
In actual applications, call center system need be handled a large amount of call requests, therefore the situation that call request is waited in line to respond occurs through regular meeting.
Seeing also Fig. 1, is the flow process that prior art is handled call request.
The called telephone that call center system detects from user terminal enters.
Call control server receives calling number, and voice suggestion is play in control automatic voice responding unit.
Service request is collected in the automatic voice responding unit, and is sent to call control server.
Call control server is judged the type of service request, judges this service request simultaneously by the automatic voice responding cell response, still by the seat terminal response, and carries out corresponding routing configuration.
If call request is by the automatic voice responding cell response, then call control server is notified automatic call distribution unit, and indicate automatic call distribution unit to keep the connection and the information interaction of communication link between automatic voice responding unit and the user terminal, with service requests such as the consulting of finishing the user, complaints.
If call request is responded by the seat terminal, whether then call control server is according to the type selecting skill queue of service request, and have the seat terminal to be in " free time " state in the judgemental skill formation.If not, then call control server sends instruction to automatic call distribution unit, indicates automatic call distribution unit to keep calling out, and waits for the seat terminal free time.
In case call control server is known the seat terminal free time, send instruction to automatic call distribution unit, indicate the communication link between automatic call distribution unit call establishment terminal and the seat terminal, seat terminal response service request.
The seat terminal responds the service request of user terminal by means of the information resources that database server, Web server, Resource Server provide.
So far, call request processing procedure finishes.
When call center system was busy, the call queuing method that prior art provides can be lined up call request, and responded during the free time in system.But still there is following defective inevitably in said method in actual applications:
Since in the prior art, the corresponding a plurality of seat terminals of skill queue.After call request entered call center system, which skill queue response call control server was determined by according to the COS of call request, and is judged whether have the seat terminal to be in " free time " state in the described skill queue.If the total agent terminal all is in " doing " state, then call request need be lined up and be responded to wait for.There is the seat terminal to be in " free time " state in case call control server is known, just notifies continue communication link between described user terminal and the idle seat terminal of automatic call distribution unit, and by the seat terminal response service request of free time.In this case, if user terminal wishes to specify the seat terminal D to come the respond services request, then the seat terminal of final respond services request is not the specified seat terminal D of user terminal probably, but other seat terminals.Like this, because the seat terminal of respond services request is not that user terminal is specified, will make that the response time of service request is longer, and user's satisfaction is not high.Thereby cause the operating efficiency of whole call center system lower.
Summary of the invention
The technical problem that the present invention solves is: a kind of call queuing method is provided, can shorten service request response time, improve the operating efficiency of call center system.
For this reason, the technical scheme of technical solution problem of the present invention is:
A kind of call queuing method is provided, be applied to comprise the call center system of automatic call distribution unit, call control server, seat representative unit and automatic voice responding unit, described call center system connects user terminal, described seat representative unit comprises the seat terminal of the privately owned formation of a plurality of operators of having, and may further comprise the steps:
The attribute and the parameter of the privately owned formation of operator are set, described attribute comprises whether allowing the seat terminal to have privately owned formation, described parameter comprises: the playback setting is replied in playback setting, seat representative that maximum call queuing number, maximum queue waiting time, the processing mode of cancellation queuing, overtime processing mode, the overflow handling mode of lining up, the setting of waiting in line sound, the calling of queuing are left;
Call control server loads the setting of the privately owned formation of operator;
1) call center system receives the calling from user terminal;
2) whether call control server is judged and is describedly called out corresponding service request and responded by the seat terminal of appointment; If not, then enter step 3); If then enter step 4);
3) call control server is selected the seat terminal, automatically the call distribution unit with described call proceeding to described seat terminal, with the respond services request;
4) call control server judges whether appointed seat terminal is in " doing " state; If then enter step 5); If not, then enter step 6);
5) described calling is waited in line in the privately owned formation of the operator of appointed seat terminal; When appointed seat terminal had the free time, call control server took out described calling from the privately owned formation of described operator, and enters step 6);
6) automatically the call distribution unit with described call proceeding to appointed seat terminal.
Described step 1) and step 2) between also comprise: collecting from the service request of described user terminal in the automatic voice responding unit, and is sent to call control server.
Described step 2) call control server is resolved the caller information of user terminal in, judges that whether described service request of calling out correspondence is responded by the seat terminal of appointment.
After the described step 3), call control server receives and resolves the answering service transfer request from user terminal or seat terminal, and returns step 2).
After the described step 6), call control server receives and resolves the answering service transfer request from user terminal or seat terminal, and returns step 2).
Described step 1) and step 2) between also comprise: call control server judges whether described service request is responded by the seat representative unit; If then change step 2 over to); If not, then by the described service request of automatic voice responding cell response.
The privately owned formation of described operator adopts array or chained list that calling is ranked.
Also comprise in the described step 5): call control server judges whether original calling reaches maximum call queuing number in the privately owned formation of operator; If then discharge or the described calling of transferring; If not, then described calling is added the privately owned formation of described operator.
Also comprise in the described step 5): call control server judges whether described calling queuing time in the privately owned formation of operator reaches maximum queue waiting time; If then discharge or the described calling of transferring; If not, then described calling continues to wait in line in the privately owned formation of described operator.
The privately owned formation of described operator is ranked to calling in the mode of time sequencing, user terminal grade, call emergency degree and/or the earlier long-distance back local telephone network of call request.
With respect to prior art, the invention has the beneficial effects as follows:
Because call queuing method of the present invention provides the operator privately owned formation, when user terminal is specified certain seat terminal response service request, if appointed seat terminal is in " doing " state, then call control server can indicate this calling to line up in the privately owned formation of the operator of designated seat terminal, to wait for the designated seat terminal free time.Owing to have only the pairing seat terminal of the privately owned formation of operator could handle calling in this privately owned formation, therefore, user terminal can wait until that finally appointed seat terminal comes the respond services request.Thereby make call center system respond this service request within a short period of time, can go to respond other service requests again.Thereby adopt call queuing method provided by the invention, and can shorten the response time of service request, improve the operating efficiency of call center system.
Description of drawings
Fig. 1 is the schematic flow sheet that prior art is handled call request;
Fig. 2 is the call center system structured flowchart;
Fig. 3 is the schematic flow sheet of call queuing method provided by the invention;
Fig. 4 is the flow chart that the privately owned queue stores of operator is called out;
Fig. 5 is the flow chart of the privately owned formation attribute of configuration operator, parameter.
Embodiment
Seeing also Fig. 2, is a kind of call center system that can realize the inventive method.
Described call center system is used to respond the calling from user terminal 10.Described user terminal 10 comprises fax, phone, data.User terminal 10 need be applied for trunk line to telecommunication bureau, can directly insert call center system.Trunk line commonly used at present is: analog trunk, ISDN trunk line (2B+D), E1 trunk line (30B+D).
Described call center system comprises automatic call distribution unit 1, connection device 2, call control server 3, seat representative unit 4, automatic voice responding unit 5, Voice Peripheral 6, calls out memory cell 8, configuration data memory cell 9, and database server (figure does not show), voice server (figure does not show), Web server (figure does not show).
Wherein, connection device 2 is used to connect automatic call distribution unit 1 and call control server 3.
Seat representative unit 4 comprises one or more seat terminals, is used to realize seat terminal responds business.
Automatic voice responding unit 5 is used to realize the loading and the operation of automatic voice responding business, and promptly the service logic according to appointment provides inquiry of corresponding speech play, button selection, recording, fax and data etc.When user terminal 10 inserts call center system, can provide automatic Voice Navigation service.According to service request, automatically report the required information of user, this information can be the voice messaging that records in advance, also can be to obtain information by database interface work station visit central database, through real-time text-speech conversion (TTS), information translation is become voice, report and give user terminal 10.
Automatically call distribution unit 1 is the pith of call center system.The call request that user terminal 10 sends is by PSTN (Public Swiched Telephone Network, PSTN) receive automatic call distribution unit 1 after, the signal that bottom is finished in automatic call distribution unit 1 continues, call request sent by the substitute mode of call control server 3 appointments to each seat terminal responds in the seat representative unit 4, perhaps send automatic voice responding unit 5 to and respond.
Call control server 3 is cores of call center system, is used to control the action of each unit, promptly control the distribution of global call request, the distribution of calling out routing policy, automatic voice responding is professional with seat terminal responds business collaborative, call out and follow the trail of etc.
Call out memory cell 8, be used under the control of call control server 3, the calling that storage is lined up in the privately owned formation of operator from the needs of user terminal 10 according to service request.Described calling memory cell 8 can be preserved the calling in the privately owned formation of a plurality of operators.The privately owned formation of described operator is corresponding one by one with the seat terminal, and just, each seat terminal can be provided with a privately owned formation of operator; The only corresponding seat terminal of the privately owned formation of each operator has only the pairing seat terminal of the privately owned formation of operator just can handle the calling that is in this formation.The privately owned formation of described operator can adopt chained list or array mode to realize, can certainly adopt other storage type to realize.The corresponding calling of each element that writes down in described chained list or the array.
Configuration data storage data units 9 is used under the control of call control server 3, the configuration data of the privately owned formation of storage operator.Described configuration data comprises: privately owned formation attribute of operator and parameter.
The privately owned formation attribute of described operator refers to, and whether call center system allows the seat terminal to have the privately owned formation of operator.
Described parameter comprises: the playback setting is replied in playback setting, seat representative that maximum call queuing number, maximum queue waiting time, the processing mode of cancellation queuing, overtime processing mode, the overflow handling mode of lining up, the setting of waiting in line sound, the calling of queuing are left.
Wherein, maximum call queuing number is: the number of calls that can hold at most in the privately owned formation of operator.
Maximum queue waiting time is: the maximum duration that the calling of lining up in the privately owned formation of operator can be waited for.After being used for judging that queuing surpasses maximum queue waiting time, call center system is proceeded other processing.
The processing mode of cancellation queuing refers to: after user terminal 10 cancellation queuings, and the processing mode of taking of call center system.Among the embodiment provided by the invention, user terminal 10 can be selected " switching ", calling is transferred to other seat terminals or automatic voice responding unit 5 goes to handle; Also can select " release " that calling is discharged.After selecting " switching ", also need to be provided with the seat terminal or the automatic voice responding unit 5 of switching.
The overtime processing mode of lining up refers to: after call queuing is overtime, and the processing mode that call center system can be taked.
The queuing overflow handling mode refers to: need judge whether this privately owned formation reaches maximum queued call number when this formation is lined up as new calling, if reached maximum queued call number, the processing mode that call center system can be carried out.
The setting of waiting in line sound refers to: when calling was lined up in the privately owned formation of operator, call center system can be to the music of user terminal 10 broadcasts.
The playback setting that calling is left: before preparation is discharged by call center system during situations such as, cancellation overtime because of lining up when calling lined up, queuing is full, the music that call center system can be play.
The seat representative is replied the playback setting and referred to: the seat terminal is prepared to answer, handle when calling out, the music that call center system is play.
Database server is mainly used in storage user terminal information, Business Information, service log, complaint content, accepts various information such as record, charging daily record, and the data access service of different levels is provided for the seat terminal.
Seeing also Fig. 3, is the schematic flow sheet of call queuing method provided by the invention.
Call queuing method provided by the invention can be applied to aforementioned call center system.
Step S1, the calling that user terminal 10 sends enters call center system by PSTN, and voice suggestion is play in automatic voice responding unit 5, and the service request of collecting is sent to call control server 3.
Step S2, call control server 3 judge that whether service request is by 4 responses of seat representative unit.
If not, then change step S4 over to, call distribution unit 1 keeps user terminal 10 with the communication link between the automatic voice responding unit 5, by the 5 respond services requests of automatic voice responding unit automatically.
If, then entering step S3, call control server 3 continues to judge that whether described service request is responded by the seat terminal of appointment.
If not, then change step S5 over to, enter the flow process of seat terminal processes call request in the prior art.
Respond if described service request is the seat terminal by appointment, then enter step S6, call control server 3 continues to judge whether appointed seat terminal is in " doing " state.Because it still is " free time " state that automatic voice responding unit 5, seat representative unit 4 report current being in " to hurry " to call control server 3 in real time, therefore, accurately write down automatic voice responding unit 5, seat representative unit 4 current working state in the call control server 3.
If not, then change step S9 over to.
If then change step S7 over to.Call control server 3 sends signal to automatic call distribution unit 1, indicates in the privately owned formation of operator of the designated seat terminal of this callings in calling memory cell 8 and waits in line.When this service request is responded by appointed seat terminal, by call control server 3 decisions.
In a single day step S8, call control server 3 find that appointed seat terminal changes " free time " state over to by " doing " state, just take out described calling in the privately owned formation of operator from this calling memory cell.
Step S9, call control server 3 sends instructions to automatic call distribution unit 1, indicate automatic call distribution unit 1 that the communication link of user terminal 10 with appointed seat terminal coupled together, thereby set up the related of service request and seat representative unit 4 in the privately owned formation of operator.The seat terminal is talked with the user under the control of call control server 3, answers the problem that the user proposes, and the suggestion of recording user etc.
Like this, just finished the process of in the privately owned formation of operator, waiting in line, also finally handling of calling out by the seat terminal of appointment.
See also Fig. 4, step S7 specifically may further comprise the steps in the present embodiment.
Step 510 when call control server 3 during to the privately owned queue for storing service request of operator, judges at first whether original service request reaches maximum queued call number in the privately owned formation of operator.
If, then expression has reached maximum queued call number, then enter step 520, rank and overflow processing, call center system can be play voice suggestion " sorry, system is too busy; please dial after a while again ", then, call control server 3 notifies automatic call distribution unit 1 to disconnect the communication link of this calling, discharges this calling.Certainly, also can voice suggestion user terminal " whether this seat end user terminal is too many, need other seat terminals to serve for you,, withdraws from by 2 please by 1 as need ", by user terminal selecting queuing overflow handling mode.
If not, represent that then original service request does not reach maximum queued call number in the privately owned formation of operator, then enter step 530, call control server 3 is notified 1 this calling of automatic call distribution unit to be in the privately owned formation of operator and is waited in line.
If the queue waiting time of calling out has reached the maximum queue waiting time in the privately owned formation of operator, then enter step 550.
If not, the queue waiting time of then representing service request does not reach the maximum queue waiting time in the privately owned formation of operator, then enters step 530, continues to wait for.
In the Call Waiting process, call center system is play and is waited in line music.
It is pointed out that call queuing method provided by the invention, not only be confined to user terminal 10 and under voice suggestion, specify specific seat terminal response service request, receive and resolve the seat terminal that caller information comes judgment processing to call out by user terminal.Wherein, described caller information comprises information such as calling number.For example, call control server 3 can determine which seat terminal processes this calling has according to calling number query-related information in database, and judges whether described seat terminal is in " doing " state.If then described calling is waited in line in the privately owned formation of this operator.In case the seat terminal free time, should call out by the seat terminal processes.
Certainly, call queuing method provided by the invention can also be applied under other situations.For example, certain seat terminal is responding this service request, and user terminal 10 is wished to deliver another seat terminal again and continued to handle.At this moment, if appointed seat terminal is in " doing " state, then call control server 3 can indicate 1 this calling of automatic call distribution unit to wait in line in the privately owned formation of appointed operator.
In addition, call queuing method provided by the invention is not only specified the seat terminal by user terminal 10, also can specify other seat terminals to carry out the transfer of seat terminal responds business by the seat terminal.Problem such as certain user terminal is very special, and the seat terminal A that is responding this calling does not handle, and then seat terminal A is to the professional request of shifting of call control server 3 sending position terminal responds.The target seat terminal that comprises this calling transfer in the described request, i.e. seat terminal B.After call control server 3 is received the message of the call transfer request that seat terminal A sends, detect seat terminal B and whether be in " doing " state, if, then call control server 3 is notified automatic call distribution unit 1, this call record then should be called out with regard to Queue here to wait for seat terminal B response during the free time in the chained list of the privately owned formation of seat terminal B.
Seeing also Fig. 5, is the flow chart of the privately owned formation attribute of configuration operator, parameter.
Step 410 is provided with the privately owned formation attribute of operator.The setting of the privately owned formation attribute of operator is similar to the setting of existing other attributes in the call center system.
In the method provided by the present invention, can allow the total agent terminal to have privately owned formation, also can only allow some or certain seat terminal to have privately owned formation.
Certainly, the default property of the privately owned formation of operator can be set also, promptly acquiescence all, some or certain seat terminal has the privately owned formation of operator.Can directly adopt the privately owned formation attribute of operator of system default like this, in actual applications.
Step 420 is provided with some parameter of the privately owned formation of operator.Certainly, in this step, also can some parameter be set according to concrete needs is default parameters.Can directly adopt the parameter of the privately owned formation of operator of system default like this, in actual applications.
Step 430 after setting completed privately owned formation attribute of operator and the parameter thereof, need be submitted this setting to call center system, just loads this setting.Described loading refers to call control server 3 and distributes according to the set attribute of step 410 and step 420 and parameter configuration or by the attribute of call center system acquiescence or parameter configuration and call out memory cell 8, and generates the privately owned queue object of operator.The privately owned queue object of described operator is used for stored calls.
After setting up the privately owned queue object of operator, just set up the association of user terminal 10 with the seat terminal.
Be example below with the securities broker company, describe and adopt method provided by the invention to realize the process of call queuing and response in the call center system.
Suppose: user terminal 10 sends the call request of the stock comment of inquiring about the same day, and specifies and answered by seat terminal E (job number is 123).
At first, user terminal 10 is set up contact with call center system to the call center system of securities broker company by PSTN, sends call request.Automatic voice responding unit 5 is play voice suggestion and is carried out Voice Navigation, as " you are good, XX securities broker company.Welcome to use 168168, mandarin is please by 1, and Guangdong language is please by 2, and English is please by 3... ", user terminal 10 is selected mandarin according to voice suggestion;
Then, automatic voice responding unit 5 is play voice suggestion and is carried out the next stage selection: " Shenzhen stock market is please by 1, and stock markets of Shanghai are please by 2 ", and user terminal 10 is selected market, Shenzhen according to voice suggestion;
Then, automatic voice responding unit 5 continues to play voice suggestion: " please import shareholder's number of the account ", and user terminal 10 is according to voice suggestion input shareholder number of the account;
Automatic voice responding unit 5 continues to play voice suggestion then: " please import trading password ", and user terminal 10 is according to voice suggestion input trading password;
Automatic voice responding unit 5 continues to play voice suggestion then: " inquiry is by 1, and trust is transferred accounts please by 3... please by 2 ", and user terminal 10 is selected inquiry according to voice suggestion;
Automatic voice responding unit 5 continues to play voice suggestion according to the selection of user terminal: " the inquiry market are by 1, and inquiry is entrusted please by 2, and inquiry strikes a bargain please by 3, and inquiry the balance of funding is please by 4... ", and user terminal 10 selects to inquire about quotations on the stock market;
Automatic voice responding unit 5 continues to play voice suggestion according to the selection of user terminal: " the inquiry individual company share quotations are inquired about deep bid please by 2 by 1 ... ", user terminal 10 is selected the inquiry individual company share quotations;
Automatic voice responding unit 5 continues to play voice suggestion: " ask inputting equity stock code, directly press # number inquiry all, help please by 0 as need seat terminal ".User terminal 10 is selected by seat terminal responds business service;
Automatic voice responding unit 5 continues to play voice suggestion: " please import the job number of specifying the seat terminal, directly not specify specific seat terminal by # number ".User terminal 10 is specified seat terminal 123.And this moment, seat terminal 123 just is in " doing " state for other subscriber terminal service.
The service request that user terminal 10 is selected in automatic voice responding unit 5 is sent to call control server 3.
Since in the call control server 3 accurately, the operating state of real time record seat representative unit 4 and automatic voice responding unit 5, thereby call control server 3 knows that seat terminal 123 is in " doing " state.
Call control server 3 needs to judge whether the privately owned formation of operator of seat terminal 123 reaches maximum queued call number, if reached maximum queued call number (queuing is overflowed), then call center system can be play voice suggestion " sorry; that system is too busy; please dial after a while again ", then, the communication link that call control server 3 notifies automatic call distribution unit 1 to disconnect this calling connects, and discharges this calling.Certainly, also can voice suggestion user terminal 10 " whether this seat end user terminal is too many, need other seat terminals to serve for you,, withdraws from by 2 please by 1 as need ", select the queuing overflow handling modes by user terminal 10.
If the privately owned formation of seat terminal 123 does not reach maximum queued call number, then wait in line in the privately owned formation of operator that call control server 3 notifies 1 this calling of automatic call distribution unit to be in seat terminal 123.
In the Call Waiting process, call center system is play and is waited in line music.Call control server 3 judges whether to reach the maximum queue waiting time of calling in the privately owned formation of operator.If reach maximum queue waiting time, then call center system is play voice suggestion " cancellation is please by 1, and other seat terminals of transferring are please by 2... ", and user terminal can be selected the overtime processing mode of queuing by button; If do not reach maximum queue waiting time, then continue to wait for.
Responded the calling of privately owned formation front up to seat terminal 123 after, call control server 3 takes out user terminal 10 call requests from the privately owned formation of the operator of seat terminal 123, and notify automatic call distribution unit 1 that the communication link between user terminal 10 and the seat terminal 123 is coupled together, to realize responding call request by seat terminal 123.
After seat terminal 123 responded the above-mentioned calling that finishes, call control server 3 notified automatic call distribution unit 1 to disconnect the communication link of this user terminal 10 and seat terminal 123, discharges this calling.
So far, complete calling and response process are finished.
In above-mentioned call queuing and response process, call center system can be play when call queuing and wait in line music; When preparing call release, play and call out music when leaving; When the response calling is prepared in the seat representative, play the seat representative and reply music.The form of described music, song etc. set in the privately owned queue parameter of operator is provided with.
It is to be noted, call request can call request in the privately owned formation of operator time sequencing rank, grade that can call request comes calling is ranked, and urgency level that can call request is ranked, and mode that can also earlier long-distance back local telephone network is ranked.Generally speaking, the order of queuing and the priority of calling can be determined when the privately owned formation of operator is set as the case may be and different.
The above only is a preferred implementation of the present invention; should be pointed out that for those skilled in the art, under the prerequisite that does not break away from the principle of the invention; can also make some improvements and modifications, these improvements and modifications also should be considered as protection scope of the present invention.
Claims (10)
1. call queuing method, be applied to comprise automatic call distribution unit, call control server, the call center system of seat representative unit and automatic voice responding unit, described call center system connects user terminal, described seat representative unit comprises the seat terminal of the privately owned formation of a plurality of operators of having, it is characterized in that, may further comprise the steps: attribute and parameter that the privately owned formation of operator is set, described attribute comprises whether allowing the seat terminal to have privately owned formation, described parameter comprises: maximum call queuing number, maximum queue waiting time, the processing mode of cancellation queuing, the overtime processing mode of lining up, the queuing overflow handling mode, wait in line the setting of sound, the playback setting that calling is left, the playback setting is replied in the seat representative;
Call control server loads the setting of the privately owned formation of operator;
1) call center system receives the calling from user terminal;
2) whether call control server is judged and is describedly called out corresponding service request and responded by the seat terminal of appointment; If not, then enter step 3); If then enter step 4);
3) call control server is selected the seat terminal, automatically the call distribution unit with described call proceeding to described seat terminal, with the respond services request;
4) call control server judges whether appointed seat terminal is in " doing " state; If then enter step 5); If not, then enter step 6);
5) described calling is waited in line in the privately owned formation of the operator of appointed seat terminal; When appointed seat terminal had the free time, call control server took out described calling from the privately owned formation of described operator, and enters step 6);
6) automatically the call distribution unit with described call proceeding to appointed seat terminal.
2. call queuing method according to claim 1 is characterized in that, described step 1) and step 2) between also comprise: collecting from the service request of described user terminal in the automatic voice responding unit, and is sent to call control server.
3. call queuing method according to claim 1 is characterized in that, described step 2) in call control server resolve the caller information of user terminal, judge that whether described service request of calling out correspondence is responded by the seat terminal of appointment.
4. call queuing method according to claim 1 is characterized in that, after the described step 3), call control server receives and resolve the answering service transfer request from user terminal or seat terminal, and returns step 2).
5. call queuing method according to claim 1 is characterized in that, after the described step 6), call control server receives and resolve the answering service transfer request from user terminal or seat terminal, and returns step 2).
6. according to each described call queuing method of claim 1 to 5, it is characterized in that described step 1) and step 2) between also comprise:
Call control server judges whether described service request is responded by the seat representative unit; If then change step 2 over to); If not, then by the described service request of automatic voice responding cell response.
7. according to each described call queuing method of claim 1 to 5, it is characterized in that the privately owned formation of described operator adopts array or chained list that calling is ranked.
8. according to each described call queuing method of claim 1 to 5, it is characterized in that, also comprise in the described step 5):
Call control server judges whether original calling reaches maximum call queuing number in the privately owned formation of operator; If then discharge or the described calling of transferring; If not, then described calling is added the privately owned formation of described operator.
9. call queuing method according to claim 8 is characterized in that, also comprises in the described step 5): call control server judges whether described calling queuing time in the privately owned formation of operator reaches maximum queue waiting time; If then discharge or the described calling of transferring; If not, then described calling continues to wait in line in the privately owned formation of described operator.
10. call queuing method according to claim 1 is characterized in that, the privately owned formation of described operator is ranked to calling in the mode of time sequencing, user terminal grade, call emergency degree and/or the earlier long-distance back local telephone network of call request.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2004100383325A CN100456787C (en) | 2004-05-19 | 2004-05-19 | Call queuing method |
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| Application Number | Priority Date | Filing Date | Title |
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| CNB2004100383325A CN100456787C (en) | 2004-05-19 | 2004-05-19 | Call queuing method |
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| CN1700716A CN1700716A (en) | 2005-11-23 |
| CN100456787C true CN100456787C (en) | 2009-01-28 |
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| CNB2004100383325A Expired - Fee Related CN100456787C (en) | 2004-05-19 | 2004-05-19 | Call queuing method |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
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| WO2010145155A1 (en) * | 2009-10-29 | 2010-12-23 | 中兴通讯股份有限公司 | Processing method for video conference terminal in busy condition and video conference terminal thereof |
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| CN108259433B (en) * | 2016-12-29 | 2021-08-06 | 中国移动通信有限公司研究院 | Call queuing distribution method, system and server |
| CN109146599A (en) * | 2017-06-28 | 2019-01-04 | 北京嘀嘀无限科技发展有限公司 | Bubble prompting message treating method and apparatus |
| US11019018B2 (en) | 2017-06-28 | 2021-05-25 | Beijing Didi Infinity Technology And Development Co., Ltd. | Artificial intelligent systems and methods for presenting a prompting message on a mobile device |
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