CN102821215A - Call processing method and seat terminal - Google Patents
Call processing method and seat terminal Download PDFInfo
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- CN102821215A CN102821215A CN201110150677XA CN201110150677A CN102821215A CN 102821215 A CN102821215 A CN 102821215A CN 201110150677X A CN201110150677X A CN 201110150677XA CN 201110150677 A CN201110150677 A CN 201110150677A CN 102821215 A CN102821215 A CN 102821215A
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Abstract
An embodiment of the invention provides a call processing method and a seat terminal. The call processing method includes: obtaining presentation information of each expert seat in an expert seat set concerned by a seat operating the seat terminal, wherein the presentation information of each expert seat is used for characterizing whether the expert seat can be called or not; when customer call needs to seek help from the expert seats, selecting one expert seat from the expert seat set based on the presentation information; and establishing connection with the expert seat, so that the seat or a customer operating the seat terminal is communicated with the expert seat. Based on the technical scheme, the expert seats are selected to be called based on the presentation information, so that effectiveness for seeking help from the expert seats can be improved, failure in help seeking due to blind selection of the expert seats is avoided, time for processing needs and problems of customers can be shortened, service processing efficiency is improved, the customers can be accurately and timely served, customer satisfaction is enhanced, and further external corporate image is promoted.
Description
Technical field
The present invention relates to the communications field, especially, relate to call processing method and seat terminal in the communications field.
Background technology
The call center is a kind of place or system that realizes centralized user's service based on modern communication technology.Modern call center adopts CTI (Computer and Telephony Integrator mostly; Computer with communicate by letter integrated) technology; Phone, fax, Email, VoIP (Voice over Internet Protocol have been merged; The networking telephone) multiple communication medium such as becomes the platform of multiple purposes such as realizing customer service, sales and marketing popularization.
For example, enterprise provides service through Call Center Platform for the client and when managing business, and has expert's seat team usually or the background support personnel carry out business support.If service position runs into knotty problem, can initiate seek help to expert's seat team or background support personnel usually, promptly and accurately being customer service.In the process of seeking help, service position can be imported the personnel's of seeking help telephone number usually, directly carries out calling transfer through the seat terminal, and customer phone is transferred to expert's seat; Perhaps service position picked at random personnel's the telephone number of seeking help carries out INCOM intercom or Three-Way Calling, so that expert's seat assists service position to carry out answer and the client seeks advice from answer.
But; In the process of seeking help, there is following open defect at least: first; Service position do not know whether the phone of expert's seat can be connected, whether online, whether be in other Business Processing; Make phone shift have risk of failure to a certain degree, thereby cause client's complaint and discontented; The second, service position does not know whether expert's seat of connecting exists the wish of connection (for example, if just in meeting then be inconvenient to answer, not having the wish of connecting), thereby causes in time handling customer issue, reduces CSAT.
Summary of the invention
The embodiment of the invention provides call processing method and seat terminal; Can in the process of expert's seat of seeking help, select appropriate expert's seat to communicate; Thereby avoid the failure of seeking help of blindly selecting expert's seat to cause, feasiblely can improve the efficient of Business Processing and increase customer satisfaction degree.
On the one hand; The embodiment of the invention provides a kind of call processing method; Comprise: obtain the presentation information of each expert's seat in expert's seat set that the seat at operation seat terminal pays close attention to, can the presentation information of said each expert's seat be used to characterize this expert's seat and converse; In the time need seeking help expert's seat,, from said expert's seat set, select expert's seat based on said presentation information for customer call; Be established to the connection of said expert's seat, so that the seat at said operation seat terminal or said client and said expert's seat are conversed.
On the other hand; The embodiment of the invention provides a kind of seat terminal; Comprise: acquisition module; Be used for obtaining the presentation information of each expert's seat of expert's seat set that the seat at the said seat of operation terminal pays close attention to, can the presentation information of said each expert's seat be used to characterize this expert's seat and converse; Select module, be used in the time need seeking help expert's seat,, from said expert's seat set, select expert's seat based on said presentation information for customer call; Set up module, be used to be established to the connection of said expert's seat, so that the seat at said operation seat terminal or said client and said expert's seat are conversed.
Based on technique scheme,, select expert's seat of conversing based on presentation information through obtaining the presentation information of expert's seat; Thereby can improve the validity of the expert's seat of seeking help, the failure of seeking help of avoiding blindness to select expert's seat to cause, and can reduce the processing time of handling customer demand and problem; Improve the efficient of Business Processing; Be customer service timely and accurately, improve customer satisfaction, and then promote enterprise's external image.
Description of drawings
In order to be illustrated more clearly in the technical scheme of the embodiment of the invention; To do to introduce simply to the accompanying drawing of required use among the embodiment below; Obviously, the accompanying drawing in describing below only is some embodiments of the present invention, to those skilled in the art; Under the prerequisite of not paying creative work, can also obtain other accompanying drawing according to these accompanying drawings.
Fig. 1 is the flow chart according to the call processing method of the embodiment of the invention.
Fig. 2 is the sketch map that is used to provide the network architecture example of presentation information.
Fig. 3 provides the sequential chart of example of the interacting message of presentation information.
Fig. 4 is the method flow diagram based on presentation information selection expert seat according to the embodiment of the invention.
Fig. 5 selects the flow chart of another method of expert's seat according to the embodiment of the invention based on presentation information.
Fig. 6 is the structured flowchart according to the seat terminal of the embodiment of the invention.
Fig. 7 is the structured flowchart according to another seat terminal of the embodiment of the invention.
Fig. 8 is the structured flowchart at a seat terminal again according to the embodiment of the invention.
Embodiment
To combine the accompanying drawing in the embodiment of the invention below, the technical scheme of the embodiment of the invention is carried out clear, intactly description, obviously, described embodiment is a part of embodiment of the present invention, rather than whole embodiment.Based on the said embodiment among the present invention, the every other embodiment that those skilled in the art are obtained under the prerequisite of not making creative work should belong to the scope that the present invention protects.
At first, in conjunction with Fig. 1 the method that presentation information is provided 100 according to the embodiment of the invention is described.
As shown in Figure 1, method 100 comprises: in S110, obtain the presentation information of each expert's seat in expert's seat set that the seat at operation seat terminal pays close attention to, can the presentation information of each expert's seat be used to characterize this expert's seat and converse; In S120, in the time need seeking help expert's seat,, from the set of expert's seat, select expert's seat based on presentation information for customer call; In S130, be established to the connection of this expert's seat, so that the seat at operation seat terminal or client and this expert's seat are conversed.
For example, method 100 can be carried out by the seat terminal.Can converse through select suitable expert's seat with reference to presentation information in the seat terminal, avoid the failure of seeking help of blindly selecting expert's seat to cause.
In S110, the seat at operation seat terminal is assumed that seat A, and seat A can confirm expert's seat that he pays close attention to according to predetermined policy.For example; Seat A can talk the language classification of use, media mode (voice, video, webpage, mail, fax etc.), the residing region of expert that the expert talks employing according to expert's technical ability, expert; In the time zone, the residing region of expert one or multinomial, confirm expert's seat that he paid close attention to.These expert's seats can constitute expert's seat set.Certainly, expert's seat of seat A concern also can have only one.
Expert's seat can be the seat with certain skills, also can be the seat of being absorbed in particular professional, can also be to carry out the mutual specific user outside the call center that is positioned at it through the call center.In a word, expert's seat is the seat that is different from seat A, and seat A can seek help with the problem of answer client proposition to expert's seat.
Whether the presentation information of expert's seat can characterize this expert's seat and can converse.The conversation here not only can be conversed by the finger speech sound, can also refer to video calling, text conversation etc.When presentation information characterized this expert's seat and can converse, seat A can make a call to this expert's seat, is established to the connection of this expert's seat, thereby to seek help client's problem of this expert's seat; Seat A also can be transferred to this expert's seat with customer call, thereby makes client and this expert's seat directly mutual, and perhaps client, seat A and expert's seat are simultaneously mutual together.
According to embodiments of the invention, the presentation information of expert's seat can comprise following at least one: whether expert's seat is online, whether expert's seat is in the conversation and whether expert's seat has the communication wish.
For example, whether whether the online expert's seat that can refer to starts his operated seat terminal to expert's seat; Whether expert's seat is in can refer in the conversation whether expert's seat is handling a business; Though whether expert's seat has the communication wish can refer to that expert's seat is idle, this expert's seat is unwilling to communicate at present.
Through utilizing presentation information; Help judging whether and to communicate with certain expert's seat; Thereby help selecting suitable expert's seat; Make and in the process of seeking help, to find the expert's seat that to converse rapidly and accurately, thereby reduce the time that the client waits for, increase customer satisfaction degree.
The seat terminal of seat A operation can obtain the presentation information of expert's seat in several ways.For example, the seat terminal can be to the presentation information of the corresponding seat terminal request expert seat of expert's seat, and from the response that receives, obtains the presentation information of expert's seat.Again for example, can make the seat terminal can obtain the presentation information of expert's seat quickly and easily through presenting professional call entry center.
According to one embodiment of present invention, can carry the subscribe request that comprises the list of each expert's seat in the set of expert's seat to the presence server transmission; Receive the presentation information of each expert's seat that presence server returns in response to subscribe request.
In presence server, can store the presentation information of each seat in the call center; Seat A can subscribe to expert's seat that he pays close attention to presence server through operation seat terminal; Need the list of expert's seat be carried at this moment in the subscribe request and send, so that presence server selects corresponding presentation information to return to the seat terminal of seat A operation based on this list to presence server.
Like this, can will present business easily and be incorporated in the call center, help improving the validity of selecting expert's seat through in the call center, disposing presence server.
The weight of each expert's seat can be set according to one embodiment of present invention; Send the subscribe request that weight is set to presence server, so that presence server preferentially returns the presentation information of expert's seat of high weight based on weight.
Each expert's seat that seat A pays close attention to can be set up different weights; Control the order that presence server returns presentation information through the size of weight; The presentation information that helps presence server expert's seat that weight is bigger is preferentially returned; Thereby can accelerate the speed that seat A finds only expert's seat, make the efficient of managing business further improve.
For example, can be according to the proficiency of certain type of problem of expert's seat answer, experience etc., for expert's seat is provided with weight respectively.The proficiency of expert's seat is high more, experience is many more, and the weight that is provided with for this expert's seat is just big more.Certainly, also can set weight to the degree of concern of different expert's seats with the technical ability of different expert's seats according to seat A.
Suppose that seat A pays close attention to expert's seat B, C and D; Experience level according to these three expert's seats can be provided with 0.8,06,0.5 weight respectively for these three expert's seats; In subscribe request, not only carry the list (like name, numbering etc.) of expert's seat B, C, D, also carry corresponding weights.Like this, presence server can preferentially return the presentation information of the high expert's seat of weight, promptly returns the presentation information of expert's seat B earlier, returns the presentation information of expert's seat C again, returns the presentation information of expert's seat D at last.
The seat terminal of seat A operation can obtain the presentation information of expert's seat from presence server, and seat A also can be published on the presence server for other seat subscription through the presentation information of seat terminal with oneself.
In order to strengthen appearing service security property; Can also be with XCAP (XML Configuration Access Protocol; XML configuration access agreement) server is incorporated in the call center, can come to help better to appear professional providing through the good safety that utilizes the XCAP server in correlation technique, to show.For example; When seat A hopes to obtain the presentation information of expert's seat; The subscribe request of carrying expert's seat list is sent to presence server in the seat terminal of seat A operation, and presence server confirms based on expert's seat list inquiry XCAP server whether these expert's seats can be subscribed.When if these expert's seats of XCAP server authorizes can be subscribed, presence server returns the presentation information of expert's seat to the seat terminal of seat A operation, otherwise does not return corresponding presentation information.
According to one embodiment of present invention, register requirement can be initiated to the XCAP server in the seat terminal, so that the seat at XCAP server authorizes operation seat terminal can be subscribed.The seat terminal of seat A operation can be subscribed for the presentation information that makes seat A, can initiatively initiate register requirement to the XCAP server.Like this, can make other seats can subscribe to the presentation information of seat A appearing after service security property is incorporated into the call center.
The seat terminal can send to the XCAP server with the relevant information (for example seat A title, seat A numbering, seat terminal number, seat terminal address etc.) of seat A; Determine whether to authorize seat A by XCAP according to predetermined authorization rule, promptly whether allow the presentation information of seat A can be subscribed.
In addition; Seat server to the seat terminal in the call center is managed can be to XCAP server sending position list; Indication XCAP server is registered these seat lists, and the XCAP server can authorize these seats can be subscribed according to predetermined authorization rule.
Like this; Through on the XCAP server, registering; In the XCAP server, can preserve the information whether all seats in the call center or part seat (comprising expert's seat) can be subscribed; Presence server is through obtaining information from the XCAP server, thereby can confirm whether corresponding seat can be subscribed, corresponding seat can be subscribed situation under return the presentation information of corresponding seat.Certainly; It may occur to persons skilled in the art that; Instant communication users outside the call center also can be registered to the XCAP server, and to presence server presentation information is provided, and makes the seat in the call center also can obtain the presentation information of this instant communication users; This instant communication users also can be considered to be a seat owing to be connected to the call center at this moment.
Next, describe a kind of example of the network architecture with reference to figure 2, in this network architecture, can be implemented in provides presentation information in the call center.
In the network architecture shown in Figure 2, seat server 210, XCAP server 220, presence server 230 and seat terminal 240 intercom via IMS (IP Multimedia Subsystem, IP Multimedia System) network 250 mutually.Like this, in the call center that comprises seat server 210 and seat terminal 240, introduced and presented business.For example, can there be a plurality of seats terminal 240 in the number of each device illustrated in fig. 2 to the not restriction of description of the network architecture.
In seat server 210, the XCAP client can be installed, like this, seat server 210 can be communicated by letter with XCAP server 220, thereby the unidirectional XCAP server 220 of seat name that seat server 210 is known is registered.
XCAP server 220 can be an XML configuration access protocol server, and the maintenance of service position and expert's seat list can be provided, and can preserve the information whether seat can be subscribed therein.When XCAP server 220 is authorized certain seat, explain that this seat can be subscribed.
Presence server 230 can provide presentation information for the various communication terminals that comprise seat terminal 240, notifies the real-time status of expert's seat of being paid close attention to their, makes things convenient for seat to understand the communication wish of background support team, thereby in time solves customer issue.
Can built-in soft phone in seat terminal 240, so that seat is with the operating platform of soft phone as Business Processing.
Seat server 210 can use HTTP (Hypertext Transfer Protocol, HTTP) agreement to carry out alternately with seat terminal 240.Seat server 210 can use the XCAP agreement to carry out alternately with XCAP server 220.Presence server 230 can use Session Initiation Protocol to carry out alternately with seat terminal 240.Use the XCAP agreement to carry out alternately between presence server 230 and the XCAP server 220.
Fig. 3 is the sequential chart that the interacting message example of presentation information is provided in the network architecture shown in Figure 2.
In S310, seat A is through using seat terminal 240 login seat servers 210.
In S315, when logining successfully, seat server 210 returns the successful login result of login.Like this, seat A gets into the seat desktop to carry out business operation.
In S320, seat A is through utilizing the seat desktop operated on seat terminal 240, submits expert's seat list of being paid close attention to (for example, expert's name, seat number, seat terminal number, seat terminal address etc.) to seat server 210.
In S325, seat server 210 utilizes XCAP message to transmit the expert's seat list that relates among the S320 to XCAP server 220, to register to XCAP server 220.
In S330, XCAP server 220 utilizes XCAP message to return the response that expression is succeeded in registration to seat server 210.Succeeding in registration the corresponding seat mandate of expression can be subscribed.
In S335, seat server 210 returns response to seat terminal 240, succeeds in registration to be illustrated in the XCAP server 220.
In S340, seat A sends the subscribe request that presents service through the seat desktop operated to presence server 230, in subscribe request, carries expert's seat list of being paid close attention to.
In S345, presence server 230 returns success the response that receives subscribe request to seat terminal 240.
In S350, whether presence server 230 can be subscribed to expert's seat that XCAP server 220 information position A are paid close attention to according to subscribe request, the information whether the expert's seat that promptly utilizes XCAP message to be paid close attention to 220 requests of XCAP server can be subscribed.
In S355, XCAP server 220 returns the information that expert's seat can be subscribed to presence server 230, tells that presence server 230 corresponding expert's seats can be subscribed, can return the presentation information of corresponding expert's seat to seat terminal 240.
In S360, presence server 230 utilizes notification message to notify the presentation information of expert's seat of being paid close attention to seat terminal 240.
In S365, seat terminal 240 returns success the response that receives presentation information to presence server 230.
Like this, seat can obtain relevant expert's state, comprises whether communication can reach, information such as current user state, thereby can help seat to select suitable expert to communicate.
When the presentation information of the seat of subscribing to when seat terminal 240 changed, seat server 230 is the presentation information behind 240 update notifications of seat terminal initiatively.
Like this, when seat wanted help, seat can obtain the expert that receives at seat terminal 240 or background support personnel's real-time status information from seat terminal 240, thereby can find the expert that seeks help quickly and easily.
Return Fig. 1; In S120; When seat A answered certain client's calling, expert's seat if seat A discovery need be sought help then can be selected specific button on the seat terminal; The seat terminal is through selecting expert's seat with reference to presentation information in expert's seat set, maybe this expert's seat is presented on to call out this expert's seat automatically that abutment seat A calls out on the screen at seat terminal.
Expert's seat can be selected according to presentation information in several ways in the seat terminal.For example, can adopt method shown in Figure 4 400 to select expert's seat.Again for example, can adopt method shown in Figure 5 500 to select expert's seat.Those skilled in the art can also easily expect the method that other select expert's seat under the instruction of the embodiment of the invention.
Fig. 4 selects the flow chart of the method 400 of expert's seat according to the embodiment of the invention based on presentation information.
In S410,, the expert's seat in the set of expert's seat is sorted based on presentation information.
In presentation information, can embody expert's seat whether online, whether communication wish, technical ability height, empirical value size etc. are arranged.Be as the criterion with wherein a certain or several, can the expert's seat in the set of expert's seat be sorted.
For example; The seat terminal can be at first comes online expert's seat before expert's seat of off-line; Then with have in online expert's seat communication wish expert's seat come do not have communication wish expert's seat before; Again in expert's seat with communication wish with technical ability before high expert's seat comes the low expert's seat of technical ability, or the like.Again for example, the seat terminal can be directly be as the criterion and sorts whether to have the communication wish, and expert's seat that will have the communication wish comes the front, and numbering size or the name initial according to expert's seat sorts again.Through ordering, can the expert's seat that be fit to handle customer issue be come the front.
In S420, select the highest expert's seat of ordering.
After sorting, can select the expert's seat that sorts the highest, directly to make a call to this expert's seat.The problem that the most suitable processing of the expert's seat explanation client who sorts the highest proposes.
Therefore, directly make a call again through expert's seat being sorted based on presentation information, speed that can accelerating selection expert seat, thus accelerate to handle the speed of customer issue, and then improve client's satisfaction.
Fig. 5 selects the flow chart of the method 500 of expert's seat according to the embodiment of the invention based on presentation information.
In S510, for the option in the presentation information of each expert's seat is provided with weight, the presentation information of each expert's seat comprises option and corresponding option value.
Presentation information can comprise a plurality of options and respective selection value thereof.For example, presentation information can be included in line selection item, technical ability option, choice of language, and for each expert's seat, its each option has different values.Online when not busy when expert's seat, online option value is 1, and when expert's seat is online but when busy, online option value is 0.5, when expert's seat was not online, online option value was 0; In being good at expert's seat of particular technology area, if experienced, then technical ability option value is 1, and experience is medium, and then technical ability option value is 0.8, lacks experience, and then technical ability option value is 0.5; If expert's seat only can be Chinese, then the choice of language value is 1, if expert's seat can be Chinese and English, then the choice of language value is 1.5, or the like.
The seat terminal can be provided with different weights for each option in the presentation information.The size of weight can dynamically change under the situation of handling different customer calls.For example, when client's problem relates to the particular technology problem, can the weight of technical ability option be strengthened.
In S520, based on weight, the option value in the presentation information of each expert's seat is carried out weighted sum, obtain the corresponding result of calculation of each expert's seat.
When the option that comprises for presentation information is provided with weight, when each option has corresponding value, can carries out weighted sum to the option value in the presentation information, thereby can obtain the expert's seat corresponding calculated result with this presentation information.Result of calculation can characterize the appropriateness that expert's seat is handled current customer issue.
In S530, select expert's seat with max calculation result.
Carry out after the weighted sum, can select the maximum expert's seat of result of calculation as with expert's seat of seeking help.If there are a plurality of expert's seats to have the max calculation result, then select one of which as with expert's seat of seeking help arbitrarily.
Through for the option that comprises in the presentation information is provided with weight, the expert's seat that is fit to seek help can be selected automatically through the mode of weighted sum in the seat terminal, thus speed that can accelerating selection expert seat, and then improve the speed of handling customer issue.
Certainly, select expert's seat of seeking help automatically except the seat terminal, the seat terminal also can offer seat A with the presentation information of a plurality of expert's seats that meet specified conditions, therefrom selects expert's seat to call out by seat A.
Return Fig. 1, in S130, selected after expert's seat of seeking help, this expert's seat can be called out in the seat terminal, is established to the connection of this expert's seat.Pass through the connection of being set up, seat A can with this expert's seat conversation, the client also can add to come in seat A and carries out Three Party Communication with this expert's seat.In addition, the connection of being set up also can realize the switching of customer call, makes to call out after this expert's seat, and seat A withdraws from conversation, and makes client and this expert client carry out both sides' conversation.
The call processing method that provides according to the embodiment of the invention; Through obtaining the presentation information of expert's seat; Select expert's seat of conversing based on presentation information, can improve the validity of the expert's seat of seeking help, avoid the failure of seeking help of blindly selecting expert's seat to cause.Through come to select suitable expert's seat based on presentation information for customer call; Can reduce the processing time of handling customer demand and problem, improve the efficient of Business Processing, be customer service timely and accurately; Improve customer satisfaction, and then promote enterprise's external image.
Described call processing method above, will combine Fig. 6 to Fig. 8 to describe structured flowchart below according to the seat terminal of the embodiment of the invention according to the embodiment of the invention.
Fig. 6 is the structured flowchart according to the seat terminal 600 of the embodiment of the invention.
Seat terminal 600 comprises acquisition module 610, selects module 620 and sets up module 630.Acquisition module 610 can be used for obtaining the presentation information of each expert's seat in expert's seat set that the seat at operation seat terminal 600 pays close attention to, and can the presentation information of each expert's seat be used to characterize this expert's seat and converse.Select module 620 to can be used in the time need seeking help expert's seat for customer call; Based on presentation information; From the set of expert's seat, select expert's seat; Set up module 630 and can be used for being established to the connection of this expert's seat, so that the seat at operation seat terminal 600 or client and this expert's seat are conversed.
Acquisition module 610, select module 620 and set up the above-mentioned of module 630 and other operations and/or function can for fear of repetition, repeat no more at this with reference to the S110 to S130 in the said method 100.
The seat terminal that the embodiment of the invention provides is through obtaining the presentation information of expert's seat, selects expert's seat of conversing based on presentation information, can improve the validity of the expert's seat of seeking help, and avoids the failure of seeking help of blindly selecting expert's seat to cause.Through come to select suitable expert's seat based on presentation information for customer call; Can reduce the processing time of handling customer demand and problem, improve the efficient of Business Processing, be customer service timely and accurately; Improve customer satisfaction, and then promote enterprise's external image.
Fig. 7 is the structured flowchart according to the seat terminal 700 of the embodiment of the invention.
The acquisition module 710 at seat terminal 700, select module 720 and set up module 730 and seat terminal 600 acquisition module 610, select module 620 and set up module 630 basic identical.
According to one embodiment of present invention, select module 720 can comprise the sequencing unit 722 and first selected cell 724.Sequencing unit 722 can be used for based on presentation information, and the expert's seat in the set of expert's seat is sorted.First selected cell 724 can be used for selecting the expert's seat that sorts the highest.
According to one embodiment of present invention, acquisition module 710 can comprise transmitting element 712 and receiving element 714.Transmitting element 712 can be used for sending the subscribe request that carries the list that comprises each expert's seat to presence server.Receiving element 714 can be used for receiving the presentation information of each expert's seat that presence server returns in response to subscribe request.For example, presentation information can comprise following at least one: whether this expert's seat is online, whether this expert's seat is in the conversation and whether this expert's seat has the communication wish.
According to one embodiment of present invention, transmitting element 712 can comprise and subelement 712-1 is set and sends subelement 712-2.The weight that subelement 712-1 can be used for being provided with each expert's seat is set.Send subelement 712-2 and can be used for sending the subscribe request that weight is set, so that presence server preferentially returns the presentation information of expert's seat of high weight based on weight to presence server.
According to one embodiment of present invention, seat terminal 700 can also comprise Registering modules 740.Registering modules 740 can be used for initiating register requirement to the XCAP server, so that the seat at XCAP server authorizes operation seat terminal 700 can be subscribed.
Sequencing unit 722, first selected cell 724, transmitting element 712, receiving element 714, subelement 712-1, the aforesaid operations that sends subelement 712-2 and Registering modules 740 and/or function S410 and the S110 in S420 and the method 100 in can reference method 400 is set; For fear of repetition, repeat no more at this.
Seat terminal according to the embodiment of the invention provides directly makes a call through based on presentation information expert's seat being sorted again, speed that can accelerating selection expert seat, thus accelerate to handle the speed of customer issue, and then improve client's satisfaction.Through presenting professional call entry center, can make the seat terminal obtain the presentation information of expert's seat quickly and easily from presence server, help improving the validity of selecting expert's seat.Through different weights being set for expert's seat of paying close attention to; Control the order that presence server returns presentation information through the size of weight; The presentation information that helps presence server expert's seat that weight is bigger is preferentially returned; Thereby can accelerate the speed that seat A finds only expert's seat, make the efficient of managing business further improve.Be incorporated in the call center through XCAP server just, the good safety that can utilize the XCAP server in correlation technique, to show can come to help better to appear professional providing.
Fig. 8 is the structured flowchart according to the seat terminal 800 of the embodiment of the invention.
The acquisition module 810 at seat terminal 800, select module 820 and set up module 830 and seat terminal 600 acquisition module 610, select module 620 and set up module 630 basic identical.
According to one embodiment of present invention, select module 820 to comprise unit 822, weighted units 824 and second selected cell 826 are set.Unit 822 is set can be used for for the option in the presentation information of each expert's seat is provided with weight, the presentation information of each expert's seat comprises option and corresponding option value.Weighted units 824 can be used for based on weight, and the option value in the presentation information of each expert's seat is carried out weighted sum, obtains the corresponding result of calculation of each expert's seat.Second selected cell 826 can be used for selecting to have expert's seat of max calculation result.
Above-mentioned and other operations and/or function that unit 822, weighted units 824 and second selected cell 826 are set can for fear of repetition, no longer be given unnecessary details with reference to the S510 to S530 in the said method 500.
The seat terminal that provides according to the embodiment of the invention; Through assigning weight for the option that comprises in the presentation information; Can select the expert's seat that is fit to seek help automatically through the mode of weighted sum, thus speed that can accelerating selection expert seat, and then improve the speed of handling customer issue.
Those skilled in the art can recognize; In conjunction with various method steps of describing among the embodiment disclosed herein and unit; Can realize with electronic hardware, computer software or the combination of the two; For the interchangeability of hardware and software clearly is described, step and the composition of each embodiment described prevailingly according to function in above-mentioned explanation.These functions still are that software mode is carried out with hardware actually, depend on the application-specific and the design constraint of technical scheme.Those skilled in the art can use distinct methods realize described function to each certain applications, but this realization should not thought and exceeds scope of the present invention.
Method step in conjunction with embodiment disclosed herein describes can use hardware, the software program of processor execution or the combination of the two to implement.Software program can place the storage medium of any other form known in random-access memory (ram), internal memory, read-only memory (ROM), electrically programmable ROM, electrically erasable ROM, register, hard disk, moveable magnetic disc, CD-ROM or the technical field.
Although illustrated and described some embodiments of the present invention, it should be appreciated by those skilled in the art that under the situation that does not break away from principle of the present invention and spirit can carry out various modifications to these embodiment, such modification should fall in the scope of the present invention.
Claims (12)
1. a call processing method is characterized in that, comprising:
Obtain the presentation information of each expert's seat in expert's seat set that the seat at operation seat terminal pays close attention to, can the presentation information of said each expert's seat be used to characterize this expert's seat and converse;
In the time need seeking help expert's seat,, from said expert's seat set, select expert's seat based on said presentation information for customer call;
Be established to the connection of said expert's seat, so that the seat at said operation seat terminal or said client and said expert's seat are conversed.
2. call processing method according to claim 1 is characterized in that, and is said based on said presentation information, from the set of said expert's seat, select expert's seat to comprise:
Based on said presentation information, the expert's seat in said expert's seat set is sorted;
Select the highest expert's seat of ordering.
3. call processing method according to claim 1 is characterized in that, and is said based on said presentation information, from the set of said expert's seat, select expert's seat to comprise:
For the option in the presentation information of said each expert's seat is provided with weight, the presentation information of said each expert's seat comprises said option and corresponding option value;
Based on said weight, the option value in the presentation information of said each expert's seat is carried out weighted sum, obtain the corresponding result of calculation of said each expert's seat;
Selection has expert's seat of max calculation result.
4. call processing method according to claim 1 is characterized in that, the presentation information of each expert's seat comprises in expert's seat set that the said seat that obtains operation seat terminal is paid close attention to:
Send the subscribe request that carries the list that comprises said each expert's seat to presence server;
Receive the presentation information of said each expert's seat that said presence server returns in response to said subscribe request;
Wherein, the presentation information of said each expert's seat comprises following at least one: whether this expert's seat is online, whether this expert's seat is in the conversation and whether this expert's seat has the communication wish.
5. call processing method according to claim 4 is characterized in that, saidly sends the subscribe request carry the expert's seat list in said expert's seat set to presence server and comprises:
The weight of said each expert's seat is set;
Send the said subscribe request that said weight is set to said presence server, so that said presence server preferentially returns the presentation information of expert's seat of high weight based on said weight.
6. call processing method according to claim 1 is characterized in that, also comprises:
Initiate register requirement to the XCAP server, so that the seat at the said operation seat of said XCAP server authorizes terminal can be subscribed.
7. a seat terminal is characterized in that, comprising:
Acquisition module is used for obtaining the presentation information of each expert's seat of expert's seat set that the seat at the said seat of operation terminal pays close attention to, and can the presentation information of said each expert's seat be used to characterize this expert's seat and converse;
Select module, be used in the time need seeking help expert's seat,, from said expert's seat set, select expert's seat based on said presentation information for customer call;
Set up module, be used to be established to the connection of said expert's seat, so that the seat at said operation seat terminal or said client and said expert's seat are conversed.
8. seat according to claim 7 terminal is characterized in that, said selection module comprises:
Sequencing unit is used for based on said presentation information, and the expert's seat in said expert's seat set is sorted;
First selected cell is used to select the expert's seat that sorts the highest.
9. seat according to claim 7 terminal is characterized in that, said selection module comprises:
The unit is set, and the option that is used in the presentation information of said each expert's seat is provided with weight, and the presentation information of said each expert's seat comprises said option and corresponding option value;
Weighted units is used for based on said weight, and the option value in the presentation information of said each expert's seat is carried out weighted sum, obtains the corresponding result of calculation of said each expert's seat;
Second selected cell, the expert's seat that is used to select to have the max calculation result.
10. seat according to claim 7 terminal is characterized in that, said acquisition module comprises:
Transmitting element is used for sending the subscribe request that carries the list that comprises said each expert's seat to presence server;
Receiving element is used to receive the presentation information of said each expert's seat that said presence server returns in response to said subscribe request;
Wherein, the presentation information of said each expert's seat comprises following at least one: whether this expert's seat is online, whether this expert's seat is in the conversation and whether this expert's seat has the communication wish.
11. seat according to claim 10 terminal is characterized in that, said transmitting element comprises:
Subelement is set, is used to be provided with the weight of said each expert's seat;
Send subelement, be used for sending the said subscribe request that said weight is set, so that said presence server preferentially returns the presentation information of expert's seat of high weight based on said weight to said presence server.
12. seat according to claim 7 terminal is characterized in that, also comprises:
Registering modules is used for initiating register requirement to the XCAP server, so that the seat at the said operation seat of said XCAP server authorizes terminal can be subscribed.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201110150677.XA CN102821215B (en) | 2011-06-07 | 2011-06-07 | Call processing method and seat terminal |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201110150677.XA CN102821215B (en) | 2011-06-07 | 2011-06-07 | Call processing method and seat terminal |
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| CN102821215A true CN102821215A (en) | 2012-12-12 |
| CN102821215B CN102821215B (en) | 2015-08-26 |
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| CN201110150677.XA Active CN102821215B (en) | 2011-06-07 | 2011-06-07 | Call processing method and seat terminal |
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