CN107135320A - A kind of method of liaison centre's processing information and liaison centre - Google Patents
A kind of method of liaison centre's processing information and liaison centre Download PDFInfo
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- CN107135320A CN107135320A CN201710302418.1A CN201710302418A CN107135320A CN 107135320 A CN107135320 A CN 107135320A CN 201710302418 A CN201710302418 A CN 201710302418A CN 107135320 A CN107135320 A CN 107135320A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1101—Session protocols
- H04L65/1104—Session initiation protocol [SIP]
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- Business, Economics & Management (AREA)
- Signal Processing (AREA)
- General Business, Economics & Management (AREA)
- Multimedia (AREA)
- Computer Networks & Wireless Communication (AREA)
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- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
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Abstract
The present invention relates to a kind of method of liaison centre's processing information and liaison centre, methods described includes：Queue machine receives the call request that subscriber phone is sent, and the request message of attending a banquet that service is asked for user is sent to the Intelligent routing platform；The queue machine receives the message related to calls that the intelligent router is returned, and the message related to calls carries the seating stand attended a banquet distributed for the user；The seating stand that the queue machine is attended a banquet according to is to the transmission call request of attending a banquet；The Session Description Protocol SDP media informations for the phone itself of attending a banquet for returning to the response message are carried in the response message that phone of being attended a banquet described in the queue machine reception is returned, the response message；The call request that phone of being attended a banquet described in the queue machine reception is sent, the call attended a banquet according to being set up the SDP media informations between phone and the subscriber phone.The above method can improve the efficiency of service and quality of liaison centre, improve Consumer's Experience.
Description
Technical field
The present invention relates to communication technical field, the method for more particularly to a kind of liaison centre's processing information and in the contact
The heart.
Background technology
With progressively perfecting for market economic system, market competition is increasingly sharpened, and traditional single voice service is not
Demand of the user to Diversity of information can be met.Liaison centre is used as the basic platform of level of customer service and communication efficiency, energy
Enough enterprises set up good connection channel with user, provide the user high quality service.Liaison centre almost turns into many now
One of indispensable functional department of enterprise, becomes the standard that enterprise whether there is customer service consciousness of weighing.With client and enterprise
That associates and link up between industry is frequent, and with the expansion of enterprise development scale, it is most intractable that customer service becomes many enterprises
One of problem.Now many large and medium-sized enterprise often customer quantity is huge, customer service workload is big, and Customer Service people
All parts of the country are likely distributed in, except Customer Service Center of general headquarters, may there is region Customer Service Center, annual customer service
Expense reaches millions of even more many.Therefore Customer Service Center is the hinge of whole customer service system, how to be built good
The client service platform efficiency and service quality overall to improving customer service system, reduce service fee, enterprise product
Board image is most important.
The content of the invention
Based on this, it is necessary to which for above-mentioned technical problem, there is provided a kind of method of liaison centre's processing information and in the contact
The heart, it can improve the efficiency of service and quality of liaison centre, improve Consumer's Experience.
In one embodiment it is proposed that a kind of method of liaison centre's processing information, the liaison centre include queue machine,
Intelligent routing platform and attend a banquet, each in the liaison centre attending a banquet including interactive interface and the attend a banquet phone, the side of attending a banquet
Method includes：
Queue machine receives the call request that subscriber phone is sent, and the seat that service is asked for user is sent to the Intelligent routing platform
Seat request message；
The queue machine receives the message related to calls that the intelligent router is returned, and the message related to calls is carried as user distribution
The seating stand attended a banquet；
The seating stand that the queue machine is attended a banquet according to is to the transmission call request of attending a banquet；
The return response is carried in the response message that phone of attending a banquet described in the queue machine reception is returned, the response message to disappear
The Session Description Protocol SDP media informations of the phone itself of attending a banquet of breath；
The call request that phone of being attended a banquet described in the queue machine reception is sent, attends a banquet according to being set up the SDP media informations
Call between phone and the subscriber phone.
In one of the embodiments, the request message of attending a banquet for user's request service is sent in the intelligent router
After step, in addition to：It is that user's distribution is attended a banquet according to user profile and the attribute information attended a banquet, and acquisition has divided
With the seating stand attended a banquet.
In one of the embodiments, in addition to：
User to the Intelligent routing platform by sending service request by all kinds of means；
The Intelligent routing platform, according to the service request and the attribute information attended a banquet, is that user's distribution is sat
Seat；
The service request is sent to described and attended a banquet according to the seating stand of distribution by the Intelligent routing platform.
In one of the embodiments, the seating stand attended a banquet in the queue machine according to is exhaled to the transmission of attending a banquet
After the step of crying request, in addition to：The Intelligent routing platform sends bullet screen to the interactive interface of attending a banquet and pointed out.
In one of the embodiments, phone of being attended a banquet described in being set up according to the SDP media informations is electric with the user
After the step of call between words, in addition to：Statistical analysis is carried out to the result for getting in touch with center processing information.
In one embodiment it is proposed that a kind of liaison centre, including：
Queue machine, the queue machine is used for the call request for receiving subscriber phone transmission；
Intelligent routing platform, the request of attending a banquet that the intelligent router receives user's request service that the queue machine is sent disappears
Breath, and message related to calls is returned, the message related to calls carries the seating stand attended a banquet distributed for the user；
Attend a banquet, each attend a banquet including interactive interface and the attend a banquet phone, the seating stand that the queue machine is attended a banquet according to of attending a banquet
To the transmission call request of attending a banquet；
The return response is carried in the response message that phone of attending a banquet described in the queue machine reception is returned, the response message to disappear
The Session Description Protocol SDP media informations of the phone itself of attending a banquet of breath；
The call request that phone of being attended a banquet described in the queue machine reception is sent, attends a banquet according to being set up the SDP media informations
Call between phone and the subscriber phone.
In one of the embodiments, the intelligent router is additionally operable to according to user profile and the attribute attended a banquet letter
Breath, is that user's distribution is attended a banquet, and obtain the seating stand for having distributed and having attended a banquet.
In one of the embodiments, in addition to：
Access platform by all kinds of means, user sends service request by the access platform by all kinds of means to the Intelligent routing platform；
The Intelligent routing platform, according to the service request and the attribute information attended a banquet, is that user's distribution is sat
Seat；
The service request is sent to described and attended a banquet according to the seating stand of distribution by the Intelligent routing platform.
In one of the embodiments, the Intelligent routing platform is additionally operable to carry to the interactive interface transmission bullet screen of attending a banquet
Show.
In one of the embodiments, in addition to：
Data server, for carrying out statistical analysis to the result for getting in touch with center processing information.
The method of liaison centre's processing information of above-described embodiment and liaison centre, queue machine are receiving subscriber phone transmission
Call request after, from Intelligent routing platform obtain distribution attend a banquet, to this attend a banquet attend a banquet phone send call request, obtain
Attend a banquet the SDP media informations of phone, queue machine receives lid and attended a banquet the call request of phone transmission, according to the SDP matchmaker for phone of attending a banquet
Body information sets up the call attended a banquet between phone and subscriber phone, so as to improve the functional reliability attended a banquet, improves user
Experience.
Brief description of the drawings
Fig. 1 be one embodiment in liaison centre application scenario diagram；
Fig. 2 be one embodiment in liaison centre's processing information method flow chart；
Fig. 3 be one embodiment in liaison centre structured flowchart；
Fig. 4 be another embodiment in liaison centre structured flowchart.
Embodiment
In order to make the purpose , technical scheme and advantage of the present invention be clearer, by the following examples, and with reference to attached
Figure, the embodiment to audio/video processing method of the present invention and device is further elaborated.It should be appreciated that herein
Described specific embodiment only to explain the present invention, is not intended to limit the present invention.
Calling liaison centre refers to that in the place of a Relatively centralized service organization being made up of a collection of attendant leads to
Computer communication technology is often utilized, phone of the processing from enterprise, customer is condescended to inquire, especially possessed while handling a large amount of callings
Ability, can will also send a telegram here and be automatically assigned to the personnel for possessing corresponding technical ability processing, and can record and store all calling information.
One typical calling liaison centre based on customer service can handle the business such as the information inquiry, consulting, complaint of customer
While, the call business such as customer's return visit, satisfaction investigation can be carried out.
As shown in figure 1, accessing the network connection architecture schematic diagram of liaison centre, user for the user of the embodiment of the present invention
By various wired or wireless network connections to contact center system side, liaison centre includes some seats for providing the user service
Seat, existing liaison centre is attended a banquet including attend a banquet an interface module and a phone of attending a banquet, and the person of attending a banquet is connect by phone of attending a banquet
User of incoming call is listened, carrying out business processing in interface module of attending a banquet provides the user service.Intelligent routing platform mainly includes CTI
(Computer telephony integration, computer telephone integration) and the self-service responses of IVR.CTI is liaison centre
Part is managed, the working condition attended a banquet is managed collectively.The state for interface module of attending a banquet and attend a banquet phone state be reported to
The state that CTI, CTI determine to attend a banquet according to the state for interactive interface of attending a banquet and the state for phone of attending a banquet.When the calling of user needs
During manual service, CTI distributes available attend a banquet as user service according to the working condition attended a banquet.
In an implementation profit, as shown in Fig. 2 proposing a kind of method of liaison centre's processing information, the liaison centre
Including queue machine, Intelligent routing platform and attend a banquet, each in the liaison centre attends a banquet interactive interface and to attend a banquet including attending a banquet
Phone, methods described includes：
Step 201, queue machine receives the call request that subscriber phone is sent, and is sent to Intelligent routing platform and asks to service for user
Request message of attending a banquet.
In the present embodiment, queue machine is accessed and switching layer as local voice.Liaison centre can provide local people
Work seat and the access of other city seats, seat terminal can pass through digital junction and operator using the access of IP phones, queue machine
End office's equipment be attached, while also supporting by the NGN networks of SIP trunk access carrier.Queue machine employs double masters
Plate is controlled, using hot standby pattern, real time data synchronization.Power supply uses 1+1 patterns, and his resource veneer, Digital Trunk Board use load
The mode of operation shared, high reliability is provided for liaison centre.
Queue machine receives the call request that subscriber phone is sent, and the seat that service is asked for user is sent to Intelligent routing platform
Seat request message, request Intelligent routing platform distribution is attended a banquet.
Step 203, queue machine receives the message related to calls that the intelligent router is returned, and it is described that the message related to calls, which is carried,
The seating stand attended a banquet of user's distribution.
The attend a banquet mechanism of working condition of Intelligent routing platform management includes：
Attend a banquet and interactive interface and attend a banquet phone when oneself state changes, the state reporting after change is put down to Intelligent routing
Platform；
Attend a banquet interactive interface and phone timing uploaded state of attending a banquet gives Intelligent routing platform；
Intelligent routing platform is to attending a banquet interactive interface module and Advise By Wire of attending a banquet currently is attended a banquet working condition.
It should be noted that preserving the status information attended a banquet in CTI, the status information attended a banquet includes the total shape attended a banquet
The state for the phone of attending a banquet attended a banquet described in the state and ownership of the interactive interface of attending a banquet attended a banquet described in state, ownership.
Intelligent routing platform, according to the attribute information attended a banquet and the attribute information of user, is the seat of user's distribution matching
Seat.The attribute information attended a banquet includes technical ability weights and idle condition.The attribute information of user, including user rank and exhale
It is type of service of request etc..The type of service of call request includes but is not limited to type, cooperating and operating analysis type etc. after sale.
In the present embodiment, the seating stand includes the address information of the phone of attending a banquet of distribution.
Intelligent routing platform can be with user of the automatic identification for recording-related information, can when user accesses again
To recognize the identity of user immediately, and by presentation of information such as the name of user, contact methods in the interactive interface of seat, and bullet screen
Prompting.Incoming call bullet screen of attending a banquet will obtain user profile, and incoming person's particulars, history call can be understood the very first time and consult by attending a banquet
Consultation record, being easy to attend a banquet to provide for client accurately and effectively services, and lifts service quality.
For example, Intelligent routing platform provides automatic distribution to calling, by the relevant information of calling and objective in ivr
Family inputs the result with system-computed, routes the call to optimal and related attend a banquet or destination.Various types of calls is on intelligent road
Unified in the queue of platform to queue up, it is listed that these callings are averagely allocated to each by Intelligent routing platform by telephone traffic
Attend a banquet, can also send each service agent with associated responsibilities or technical ability to by specified substitute mode.
User can carry out self-defined setting to Intelligent routing platform queuing capability according to own situation, and different teams can be set
Row algorithm, can define any number of queue, combine any number of seat representative group, and queue and seat can between representing group
To be the service relation of multi-to-multi, the multinomial skill set requirements and multiple priorities called in the support queue of Intelligent routing platform are set
It is fixed, it can flexibly and easily be combined into abundant routing policy.Operating efficiency is improved, opening for liaison centre is effectively reduced
Pin, enables enterprise to better profit from its business agent's resource.
Call routing can be reduced into the queuing time of caller to most not busy operator, by call routing to most skilled
Operator will solve professional problem and the special requirement of client, so as to be increased customer satisfaction degree in many-side.
Step 205, queue machine according to the seating stand attended a banquet to transmission call request of attending a banquet.
In this implementation profit, each attend a banquet including attend a banquet an interactive interface and two or more SIP phone, of the invention real
Apply in example, phone of attending a banquet is specifically as follows traditional landline telephone, SIP（Session Initiational Protocol, session
Initiation protocol）Phone or Wifi mobile phones.In specific scene, phone of attending a banquet is not limited to SIP phone, phone quantity of attending a banquet
Two can also be more than or equal to.
The transmission call request of attending a banquet that queue machine is distributed according to the seating stand attended a banquet to above-mentioned steps 203, work together to for
The interactive interface of attending a banquet attended a banquet of calling distribution sends a notification message, for notifying the interactive interface of attending a banquet to have Call Waiting should
Answer.
Step 207, queue machine, which receives to carry in the response message for phone return of attending a banquet, response message, returns to response message
Attend a banquet the Session Description Protocol SDP media informations of phone itself.
Intelligent routing platform sends request success message to queue machine, and queue machine is receiving the request success message
Afterwards, to played stand by tone.
In the present embodiment, call request includes the SDP of the queue machine（Session Description
Protocol, Session Description Protocol）Media information, the SDP media informations of queue machine at least include IP address and the end of queue machine
Slogan.
Step 209, queue machine receives the call request for phone transmission of attending a banquet, and phone of attending a banquet is set up according to SDP media informations
Call between subscriber phone.
The method of liaison centre's processing information provided in an embodiment of the present invention, queue machine is receiving exhaling for subscriber phone transmission
Cry after request, attending a banquet for distribution is obtained from Intelligent routing platform, send call request to the phone of attending a banquet attended a banquet, acquisition is attended a banquet
The SDP media informations of phone, queue machine receives the call request for covering phone transmission of attending a banquet, and is believed according to the SDP media for phone of attending a banquet
Breath sets up the call attended a banquet between phone and subscriber phone, so as to improve the functional reliability attended a banquet, improves Consumer's Experience.
In one embodiment, this method also includes：
User sends service request by access platform by all kinds of means to Intelligent routing platform；
Intelligent routing platform, according to service request and the attribute information attended a banquet, is that user's distribution is attended a banquet；
Intelligent routing platform sends service request to attending a banquet according to the seating stand of distribution.
The client that client sends from various electronic channels contacts information and is converted to unified form by access platform by all kinds of means
After be sent to Intelligent routing platform, Intelligent routing platform according to service request and the attribute information attended a banquet, be user distribution seat
Seat；Intelligent routing platform is according to the seating stand of distribution, between service request is sent to attending a banquet to set up user and attend a banquet
Communication.
In an implementation profit, the step for the call attended a banquet between phone and subscriber phone is being set up according to SDP media informations
After rapid, in addition to：Statistical analysis is carried out to the result for getting in touch with center processing information.
In the present embodiment, liaison centre provide report form statistics instrument, to telephone traffic, operator's telephone traffic, type of service,
The data such as IVR visit capacities, satisfaction are counted.Each calling is set from start to finish to have detailed record, these record datas
It is supplied to that administrative staff are detailed, the real firsthand material.For reasonable employment human and material resources resource, connecing for client service center is improved
Passband provides foundation.
In one embodiment, as shown in figure 3, proposing a kind of liaison centre 300, including：
Queue machine 302, the call request for receiving subscriber phone transmission；
Intelligent routing platform 304, receives the request message of attending a banquet for user's request service that queue machine 302 is sent, and returns to calling
Message, the message related to calls carries the seating stand attended a banquet distributed for the user.
Attend a banquet 306, each attend a banquet including interactive interface 308 and the phone 310 of attending a banquet of attending a banquet, queue machine 302 is according to attending a banquet
Seating stand is to the transmission call request of attending a banquet；
Queue machine 302 receives in the response message for the return of phone 310 of attending a banquet, response message and carries the electricity of attending a banquet for returning to response message
Talk about the Session Description Protocol SDP media informations of itself.Queue machine 302 receives the call request for the transmission of phone 310 of attending a banquet, according to
SDP media informations set up the call attended a banquet between phone 310 and subscriber phone.
In one embodiment, intelligent router 304 is additionally operable to according to user profile and the attribute information attended a banquet, for
Family distribution is attended a banquet, and obtains the seating stand for having distributed and having attended a banquet.
In one embodiment, as shown in figure 4, liaison centre 300 also includes：Access platform 312 by all kinds of means, user passes through
Access platform 312 sends service request to Intelligent routing platform 304 by all kinds of means；Intelligent routing platform 304 according to service request with
And the attribute information attended a banquet, it is that user's distribution is attended a banquet.Intelligent routing platform 304 is according to the seating stand of distribution, by service request
Transmission is attended a banquet to described.
In one embodiment, Intelligent routing platform 304 is additionally operable to send the prompting of bullet screen to mutual interface of attending a banquet.
In one embodiment, liaison centre 300 also includes：Data server 314, for contact center processing information
Result carry out statistical analysis.
The liaison centre 300 of the present embodiment is used for the method for realizing that foregoing liaison centre carries out call treatment, therefore connection
Specific implementation in network center 300 can be found in the embodiment part that hereinbefore liaison centre carries out call treatment, no longer tire out herein
State.Each technical characteristic of embodiment described above can be combined arbitrarily, to make description succinct, not in above-described embodiment
Each technical characteristic it is all possible combination be all described, as long as however, the combination of these technical characteristics be not present contradiction,
All it is considered to be the scope of this specification record.
Embodiment described above only expresses the several embodiments of the present invention, and it describes more specific and detailed, but simultaneously
Can not therefore it be construed as limiting the scope of the patent.It should be pointed out that coming for one of ordinary skill in the art
Say, without departing from the inventive concept of the premise, various modifications and improvements can be made, these belong to the protection of the present invention
Scope.Therefore, the protection domain of patent of the present invention should be determined by the appended claims.
Claims (10)
1. a kind of method of liaison centre's processing information, it is characterised in that the liaison centre includes queue machine, Intelligent routing and put down
Platform and attend a banquet, each in the liaison centre attending a banquet including interactive interface and the phone of attending a banquet of attending a banquet, and methods described includes：
Queue machine receives the call request that subscriber phone is sent, and the seat that service is asked for user is sent to the Intelligent routing platform
Seat request message；
The queue machine receives the message related to calls that the intelligent router is returned, and the message related to calls is carried as user distribution
The seating stand attended a banquet；
The seating stand that the queue machine is attended a banquet according to is to the transmission call request of attending a banquet；
The return response is carried in the response message that phone of attending a banquet described in the queue machine reception is returned, the response message to disappear
The Session Description Protocol SDP media informations of the phone itself of attending a banquet of breath；
The call request that phone of being attended a banquet described in the queue machine reception is sent, attends a banquet according to being set up the SDP media informations
Call between phone and the subscriber phone.
2. the method as described in claim 1, it is characterised in that the seat that service is asked for user is sent in the intelligent router
After the step of seat request message, in addition to：It is that user's distribution is sat according to user profile and the attribute information attended a banquet
Seat, and obtain the seating stand for having distributed and having attended a banquet.
3. the method as described in claim 1, it is characterised in that also include：
User to the Intelligent routing platform by sending service request by all kinds of means；
The Intelligent routing platform, according to the service request and the attribute information attended a banquet, is that user's distribution is sat
Seat；
The service request is sent to described and attended a banquet according to the seating stand of distribution by the Intelligent routing platform.
4. the method as described in claim 1-3 any one, it is characterised in that the seat attended a banquet in the queue machine according to
Seat information to it is described attend a banquet transmission call request the step of after, in addition to：The Intelligent routing platform is to the interaction of attending a banquet
Interface sends the prompting of bullet screen.
5. the method as described in claim 1, it is characterised in that phone of being attended a banquet described in being set up according to the SDP media informations
After the step of call between the subscriber phone, in addition to：Statistical is carried out to the result for getting in touch with center processing information
Analysis.
6. a kind of liaison centre, it is characterised in that including：
Queue machine, the queue machine is used for the call request for receiving subscriber phone transmission；
Intelligent routing platform, the request of attending a banquet that the intelligent router receives user's request service that the queue machine is sent disappears
Breath, and message related to calls is returned, the message related to calls carries the seating stand attended a banquet distributed for the user；
Attend a banquet, each attend a banquet including interactive interface and the attend a banquet phone, the seating stand that the queue machine is attended a banquet according to of attending a banquet
To the transmission call request of attending a banquet；
The return response is carried in the response message that phone of attending a banquet described in the queue machine reception is returned, the response message to disappear
The Session Description Protocol SDP media informations of the phone itself of attending a banquet of breath；
The call request that phone of being attended a banquet described in the queue machine reception is sent, attends a banquet according to being set up the SDP media informations
Call between phone and the subscriber phone.
7. liaison centre as claimed in claim 6, it is characterised in that the intelligent router be additionally operable to according to user profile with
And the attribute information attended a banquet, it is that user's distribution is attended a banquet, and obtain the seating stand for having distributed and having attended a banquet.
8. liaison centre as claimed in claim 6, it is characterised in that also include：
Access platform by all kinds of means, user sends service request by the access platform by all kinds of means to the Intelligent routing platform；
The Intelligent routing platform, according to the service request and the attribute information attended a banquet, is that user's distribution is sat
Seat；
The service request is sent to described and attended a banquet according to the seating stand of distribution by the Intelligent routing platform.
9. the liaison centre as described in claim 6-8 any one, it is characterised in that the Intelligent routing platform be additionally operable to
The interactive interface of attending a banquet sends the prompting of bullet screen.
10. liaison centre as claimed in claim 6, it is characterised in that also include：
Data server, for carrying out statistical analysis to the result for getting in touch with center processing information.
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| CN107786760A (en) * | 2017-11-01 | 2018-03-09 | 携程旅游网络技术（上海）有限公司 | Call center and its queuing management method, apparatus, electronic equipment, storage medium |
| CN108780534A (en) * | 2016-08-30 | 2018-11-09 | 欧洲阿菲尼帝科技有限责任公司 | The technology of benchmaring is carried out to the pairing strategy in contact centring system |
| CN109166340A (en) * | 2018-07-25 | 2019-01-08 | 厦门路桥信息股份有限公司 | Unattended cloud queuing strategy, medium and system |
| CN109829729A (en) * | 2019-01-18 | 2019-05-31 | 青牛智胜(深圳)科技有限公司 | A kind of intelligence outgoing call system and method |
| CN110383310A (en) * | 2017-11-29 | 2019-10-25 | 欧洲阿菲尼帝科技有限责任公司 | Technology for the Data Matching in contact center system |
| CN111031180A (en) * | 2018-10-10 | 2020-04-17 | 阿瓦亚公司 | Dynamic agent media type selection based on communication session quality of service parameters |
| CN111669465A (en) * | 2019-03-05 | 2020-09-15 | 北京京东尚科信息技术有限公司 | Call redirection method and device |
| CN112738349A (en) * | 2021-01-30 | 2021-04-30 | 上海浦东发展银行股份有限公司 | Method for controlling telephone state of seat end in bidirectional outbound mode |
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| CN109166340A (en) * | 2018-07-25 | 2019-01-08 | 厦门路桥信息股份有限公司 | Unattended cloud queuing strategy, medium and system |
| CN111031180A (en) * | 2018-10-10 | 2020-04-17 | 阿瓦亚公司 | Dynamic agent media type selection based on communication session quality of service parameters |
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| CN112738349A (en) * | 2021-01-30 | 2021-04-30 | 上海浦东发展银行股份有限公司 | Method for controlling telephone state of seat end in bidirectional outbound mode |
| CN112738349B (en) * | 2021-01-30 | 2023-03-24 | 上海浦东发展银行股份有限公司 | Method for controlling telephone state of seat end in bidirectional outbound mode |
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