CN109151231A - The processing method of customer service system, the processing method of incoming call business and business - Google Patents
The processing method of customer service system, the processing method of incoming call business and business Download PDFInfo
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- CN109151231A CN109151231A CN201710502236.9A CN201710502236A CN109151231A CN 109151231 A CN109151231 A CN 109151231A CN 201710502236 A CN201710502236 A CN 201710502236A CN 109151231 A CN109151231 A CN 109151231A
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- seat
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- split screen
- incoming call
- customer service
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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
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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
- H04M3/5133—Operator terminal details
-
- 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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
- H04N7/142—Constructional details of the terminal equipment, e.g. arrangements of the camera and the display
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
Abstract
The present invention provides the processing methods of a kind of customer service system, the processing method of incoming call business and business, wherein, in the customer service system, multiple split screens are set for seat, each split screen corresponds to different traffic channels, and each split screen can serve a user, multiple users cannot be serviced simultaneously by solving seat representative in the related technology, the problem of waste of manpower cost, realizes seat and represents and can link up simultaneously with multiple users, saves human resources.
Description
Technical field
The present invention relates to the communications fields, in particular to a kind of customer service system, the processing method of incoming call business and industry
The processing method of business.
Background technique
In the related art, customer service system or liaison centre, it is now nearly ubiquitous, it is widely used in government's clothes
Business, department of enterprises and institutions etc., are related to all trades and professions such as finance, insurance, telecommunications, the energy, education, logistics.
With the development of network technology, video customer service system is commonly used, and various application scenarios are to contact
Center proposes new demand.For example, vehicle insurance is surveyed in the customer service system of case processing, and dam site investigation person contacts customer service generation
After table, it is only necessary to which a small amount of voice is linked up, and customer service does not just need speech exchange after representing the dangerous situation for understanding scene substantially, later
It is that the person of surveying takes pictures the processes such as upload, platform automatic video frequency studio video, customer service representative and user only need a small amount of voice
It links up or participation is handled.At this point, customer service representative just has the leisure to handle new case, if it is possible to while servicing multiple cases can
To greatly improve efficiency, human cost is saved.
For the problem that seat representative cannot service multiple users simultaneously in the related technology, waste of manpower cost is gone back at present
There is no effective solution scheme.
Summary of the invention
The embodiment of the invention provides the processing method of a kind of customer service system, the processing method of incoming call business and business,
At least to solve the problem of that seat representative cannot service multiple user's waste of manpower costs simultaneously in the related technology.
According to one embodiment of present invention, a kind of customer service system is provided, comprising: seat, the seat include multiple
Split screen, wherein the multiple split screen is connected to different traffic channels；Control centre, for being distributed not for the multiple split screen
Same business.
Optionally, in the case where the control centre receives incoming call business, and when the seat is in idle condition,
The control centre only allows the incoming call business an of traffic channel to access the seat simultaneously.
Optionally, after the incoming call business of the split screen access traffic channel of the seat, virtual seat, the control are formed
Seat number of the center processed by the mark of the traffic communication as the virtual seat.
Optionally, the seat carries out one of following business by a split screen in the multiple split screen: call business,
Answering service, on-hook business, consultation service, transfer service.
Optionally, the seat controls the window of the multiple split screen by way of controlling window handle.
Optionally, multiple split screens of the seat exist with the multiple traffic channel is fixedly connected with pass correspondingly
System.
According to another embodiment of the invention, a kind of processing method of incoming call business is provided, comprising: receive incoming call industry
Business；In the case where detecting that seat has idle split screen, the incoming call business is distributed to the idle split screen of the seat,
In, the seat includes multiple split screens.
According to another embodiment of the invention, a kind of processing method of business is provided, comprising: seat is in the seat
Including multiple split screens in select the first split screen；The seat executes one of following business by first split screen: exhalation industry
Business, answering service, on-hook business, consultation service, transfer service.
According to another embodiment of the invention, a kind of storage medium is provided, the storage medium includes the journey of storage
Sequence, wherein described program executes method described in above-mentioned any one of alternative embodiment when running.
According to another embodiment of the invention, a kind of processor is provided, the processor is used to run program,
In, described program executes method described in above-mentioned any one of alternative embodiment when running.
Through the invention, in customer service system, multiple split screens are set for seat, it is logical that each split screen corresponds to different traffics
Road, each split screen can serve a user, solve in the related technology seat representative cannot service multiple users simultaneously, wave
It the problem of taking human cost realizes seat and represents and can be linked up simultaneously with multiple users, save human resources.
Detailed description of the invention
The drawings described herein are used to provide a further understanding of the present invention, constitutes part of this application, this hair
Bright illustrative embodiments and their description are used to explain the present invention, and are not constituted improper limitations of the present invention.In the accompanying drawings:
Fig. 1 is the seat interface schematic diagram for the 2 panes of specific embodiment according to the present invention；
Fig. 2 is the system architecture diagram for the 2 panes of specific embodiment according to the present invention；
Fig. 3 is the check-in customer service platform flow chart for the 2 panes of specific embodiment according to the present invention；
Fig. 4 is the flow chart of user's incoming call for the 2 panes of specific embodiment according to the present invention；
Fig. 5 is the flow chart of the exhalation user for the 2 panes of specific embodiment according to the present invention；
Fig. 6 is the flow chart of the switching current talking user for the 2 panes of specific embodiment according to the present invention；
Fig. 7 is the processing method flow chart of incoming call business according to an embodiment of the present invention；
Fig. 8 is the processing method flow chart of business according to an embodiment of the present invention.
Specific embodiment
Technical solution can be applied to customer service system in present specification, may include seat, control centre, each seat
Corresponding multiple split screens, split screen can provide service for user.
Embodiment one
According to one embodiment of present invention, a kind of customer service system is provided, comprising: seat, the seat include multiple points
Screen, wherein multiple split screen is connected to different traffic channels；Control centre, for distributing different industry for multiple split screen
Business.
Through the invention, in customer service system, multiple split screens are set for seat, it is logical that each split screen corresponds to different traffics
Road, each split screen can serve a user, solve in the related technology seat representative cannot service multiple users simultaneously, wave
It the problem of taking human cost realizes seat and represents and can be linked up simultaneously with multiple users, save human resources.
Optionally, in the case that the heart receives incoming call business in this control, and when the seat is in idle condition, the control
Center processed only allows the incoming call business of a traffic channel to access the seat simultaneously.You need to add is that while only allowing one
Traffic channel access avoids multiple traffic channels while the caused work of jingle bell is in disorder, when having multiple incoming call business at the same time,
Can successively jingle bell or the prompting between multiple incoming call business according to predetermined order, first set mute for other traffic channels
State.Seat, which is represented, can then access next exhale if there is gap during handling the business in one incoming call business of access
Enter business, is next user service.Gap during handling a business can be user's uplink data etc. and not need both sides
The aperture time directly linked up.
Optionally, after the incoming call business of the split screen access traffic channel of the seat, virtual seat is formed, in the control
Seat number of the heart by the mark of the traffic communication as the virtual seat.
Optionally, which carries out one of following business: call business, response by a split screen in multiple split screen
Business, on-hook business, consultation service, transfer service.
Optionally, which controls the window of multiple split screen by way of controlling window handle.
Optionally, multiple split screens of the seat exist with multiple traffic channel is fixedly connected with relationship correspondingly.
It is described in detail below in conjunction with the preferred embodiment of the present invention.
Aiming at the problem that customer representative in the related technology cannot provide service simultaneously for multiple users, the present invention is preferably real
It applies example and provides a kind of more split screen seats, customer service may be implemented and represent while providing the mesh of video call service for multiple users
's.
Specifically, customer service platform provides multiple traffic channels, the corresponding video point in each channel for a seat
Screen, carry out video call traffic function that can be parallel.For image, seat seemingly has art of attending to anything else, and each traffic channel is just
It is one to attend to anything else.
When incoming call, when seat setting is idle, while the channel without traffic only being allowed to access traffic, to avoid multiple logical
Road ring simultaneously；When exhalation, the split screen that operator can choose a noncall is breathed out.Operator can choose each point
Screen, carries out the independent Call- Control1 such as response, on-hook, consulting or switching.
Here is the specific embodiment of the preferred embodiment of the present invention
Hereinafter, the present invention will be described in detail with reference to the accompanying drawings and in combination with Examples.It should be noted that not conflicting
In the case of, the features in the embodiments and the embodiments of the present application can be combined with each other.
The specific embodiment of the preferred embodiment of the present invention supports multiple video separated screens, and split screen number can be according to practical need
Configuration is asked, for ease of description, the present embodiment illustrates by taking two split screens as an example, and three or more split screens can be realized similarly.
Fig. 1 is that the seat interface schematic diagram for the 2 panes of specific embodiment, Fig. 1 show two according to the present invention
When split screen, the interface schematic diagram being presented to the user has ignored other service related informations only as signal.
Fig. 2 is that the system architecture diagram for the 2 panes of specific embodiment, Fig. 2 show two points of realization according to the present invention
Shield the system architecture of seat, the customer service system of the present embodiment mainly includes seat application, platform access component and customer service platform.
Platform access component in Fig. 2 is by Call- Control1 interface module (MultiCall) and multiple channel modules
(channelx) it forms, wherein Call- Control1 interface module is the open easy-to-use second development interface of seat application, so as to seat
Realize (to may include the skills such as access phone without paying close attention to platform calling using absorbed business development (being absorbed in services client)
The process problem that art is realized), the form of the module can be ActiveX control, java packet, java script script etc..Together
When, MultiCall management control channelx.
The split screen window of seat interface insertion in Fig. 2 is connected with channel module respectively, and function is to send out channel module
The Media Stream rendering come is rendered as video image, and split screen window can be ActiveX control or other implementations.
Channel module in Fig. 2 is that calling core realizes module, and the interaction of signaling and media is carried out with customer service platform, each
Channel module shares sound card equipment, sends split screen window for video media stream, way of realization can be independent process or
Person's thread.
The present embodiment illustrates Call- Control1 interface module and split screen window with ActiveX control way of realization, calls
Control interface module is referred to as MultiCall.ocx, and split screen window is referred to as Display.ocx.
It include the modules such as Configuration Service device, management console in customer service platform in Fig. 2.Configuration Service device is for storing seat
The configuration information of seat, in order to the centralized management of seat configuration.Management console is the portal of customer service system, for matching for customer service system
It sets and manages.
When customer service platform in Fig. 2 configures seat work number, according to channel number, the unique identification in each channel is distributed automatically
ChannelId, this channelId are virtual work numbers, be to operator it is sightless, a seat work number possesses multiple
The corresponding relationship of channelId, work number and channelId are stored in platform database.
Check in process
Fig. 3 is the check-in customer service platform flow chart for the 2 panes of specific embodiment according to the present invention, such as Fig. 3 institute
Show, it is as follows that seat checks in process:
1) the check-in interface of MultiCall.ocx is called in seat application, the parameter carrying work number carried in calling process, and zero
The network address of configuration server.
2) MultiCall.ocx obtains configuration information (A in Fig. 3) to Configuration Service device first, reports Configuration Service
The parameter of device includes work number, channel number, and the configuration information of return includes: the channelId in each channel, telephone number and should
The other configurations of seat work number.
3) channelId, telephone number, actual work number are issued each channel module respectively by MultiCall.ocx, and
Call the check-in method (B1, B2 in Fig. 3) of channel module.
4) channel module using channelId as work number parameter and carries the seat work number agentid and aforementioned zero of subordinate
The telephone number obtained is configured, customer service platform is sent to, customer service platform generates a seat data field, and seat work number extends this as
ChannelId, i.e., by channelId as a virtual traffic employee number, but authentication and traffic technical ability still with
Agentid processing.In this way, each channel is equivalent to different virtual operators in platform, only their certification
Condition and traffic technical ability be it is identical, traffic function is independent.
5) after MultiCall.ocx receives the check-in successful result that two channel modules return, response seat application check-in
Success.
6) method that " the obtaining window handle " of split screen window control is called in seat application obtains the sentence of two split screen windows
Handle passes to MultiCall.ocx by " setting window handle " method, and MultiCall.ocx is delivered separately to two channels
Module.
Incoming call process
In multiple channels, while a channel only being allowed to be idle state, is led to avoid multiple users incoming call ring simultaneously
Operator is caused to have more visitors or business than one can attend to.Fig. 4 is the flow chart of user's incoming call for the 2 panes of specific embodiment according to the present invention, such as
Process shown in Fig. 4 is as follows:
1) after seat checks in successfully, state is " login " state at this time, can't inlet wire.Operator selects " service " to press
" showing the spare time " method of MultiCall.ocx is called in button, seat application.
2) due to having stored the current state in each channel in MultiCall.ocx, so that it may select a noncall
Channel is channel 2 in this example, calls " showing the spare time " interface in the channel.If the not channel of noncall, i.e., whole channels are logical
In words, " showing not busy failure " just is returned to seat application.
3) channel module 2 requests to change into idle state.Customer service platform finds internal storage data area by this channelId, changes
Become Idle state, returns to " showing not busy success ".
4) it due to the technical ability that channel 2 has this operator all, and is in idle condition, is lined up and flows with common routing
Journey is similar, and when user's incoming call will choose this channel (being equivalent to virtual operator), then calls the phone in this channel
Number.
5) after channel module 2 receives the ALERTING message of customer service platform, it is transmitted to MultiCall.ocx.
6) MultiCall.ocx notifies to give seat application in the form of ring event, carries channel number 2 in parameter, seat is answered
With to learn that dialog box is requested in 2 ring of channel, pop-up response.
7) after operator clicks response, the answer method of MultiCall.ocx is called in seat application, carries in method parameter
Channel number 2, MultiCall.ocx are sent to channel2 response request message, and channel2 sends response to customer service platform and asks
Seek message.
8) the response request processing of customer service platform is similar to the response of common seat request processing, repeats no more, to exhale
Cry connection.The Media Stream (having obtained the window handle of Display2.ocx above) of channel module 2 issues Display2.ocx,
To which user video is shown in split screen 2.
9) MultiCall.ocx receives the call event in channel 2, and it is that mute (this example is only logical that other channels are arranged automatically
Road 1), to guarantee that operator is only hearing the call sound being currently accessed.
Breathe out process
When operator breathes out, need to select the channel of exhalation, for using, operator chooses some point without traffic
Shield window (as shown in figure 1, having selected split screen 1), initiates outgoing call.Fig. 5 is according to the present invention for the 2 panes of specific embodiment
Exhalation user flow chart, seat application as shown in Figure 5 calls the call-out method of MultiCall.ocx, carries in parameter
Channel number 1, MultiCall.ocx send out message to channel 1, and message is sent out to customer service platform, subsequent call flow and incoming call in channel 1
Process is similar, repeats no more.NGCC platform in Fig. 5 is Next Generation Call Center (Next Generation Call
Center)。
Switch current talking user
When customer service represents while being the user service of two split screens, the video of multiple users can be seen simultaneously, but cannot be same
When exchanged with multiple user speech, the just only user's communication with this split screen when the present embodiment wishes to choose some split screen.Due to view
Frequency Media Stream is to separate with audio medium stream, so that it may which video media stream is received and dispatched as usual, and is only received and dispatched and currently chosen split screen (such as
Fig. 1 theactivewindow 1) corresponding channel audio medium stream, the corresponding channel setting of other unselected split screens is mute (not to receive and dispatch language
Sound), Fig. 6 is the flow chart of the switching current talking user for the 2 panes of specific embodiment according to the present invention, such as Fig. 6 institute
It is shown as the process for choosing split screen 1 to converse.
1) seat applies the method for calling " the activation channel " of MultiCall.ocx, carries channel number 1 in parameter.
2) MultiCall.ocx sends out message informing channel 1, and cancellation is mute, i.e. receiving and transmitting voice Media Stream；It is logical that message is sent out simultaneously
Know channel 2, mute, i.e. not receiving and transmitting voice Media Stream is set.
In above-mentioned process, only illustrated so that incoming call breathes out basic call process as an example, with common agent call function phase
Seemingly, each channel can also carry out such as consulting, switching, the various complex telephone traffic functions of meeting, no longer be described in detail.
In conclusion the seat customer service system of more split screens provided by the invention, can lead on the basis of original customer service system
Simple transformation is crossed to realize, it is easy to implement.The preferred embodiment of the present invention is suitable for customer service and represents while being multi-user's video calling
The plurality of application scenes of service, improves work efficiency, and has saved human cost, has good market prospects.
Through the above description of the embodiments, those skilled in the art can be understood that according to above-mentioned implementation
The method of example can be realized by means of software and necessary general hardware platform, naturally it is also possible to by hardware, but it is very much
In the case of the former be more preferably embodiment.Based on this understanding, technical solution of the present invention is substantially in other words to existing
The part that technology contributes can be embodied in the form of software products, which is stored in a storage
In medium (such as ROM/RAM, magnetic disk, CD), including some instructions are used so that a terminal device (can be mobile phone, calculate
Machine, server or network equipment etc.) execute method described in each embodiment of the present invention.
Embodiment two
A kind of processing side for running on the incoming call business of control centre in above-mentioned customer service system is provided in the present embodiment
Method, Fig. 7 are the processing method flow charts of incoming call business according to an embodiment of the present invention, as shown in fig. 7, the process includes following step
It is rapid:
Step S702 receives incoming call business；
Step S704 distributes the incoming call business to the seat in the case where detecting that seat has idle split screen
Idle split screen, wherein the seat includes multiple split screens.
A kind of processing method for running on the business of seat in above-mentioned customer service system is provided in the present embodiment, and Fig. 8 is
The processing method flow chart of business according to an embodiment of the present invention, as shown in figure 8, the process includes the following steps:
Step S802, seat select the first split screen in multiple split screens that the seat includes；
Step S804, the seat execute one of following business: call business, answering service, on-hook by first split screen
Business, consultation service, transfer service.
Embodiment three
According to another embodiment of the invention, a kind of processor is provided, the processor is for running program, wherein
The program executes method described in above-mentioned any one of alternative embodiment when running.
Example IV
According to another embodiment of the invention, a kind of storage medium is provided, which includes the program of storage,
Wherein, method described in above-mentioned any one of alternative embodiment is executed when which runs.
Obviously, those skilled in the art should be understood that each module of the above invention or each step can be with general
Computing device realize that they can be concentrated on a single computing device, or be distributed in multiple computing devices and formed
Network on, optionally, they can be realized with the program code that computing device can perform, it is thus possible to which they are stored
It is performed by computing device in the storage device, and in some cases, it can be to be different from shown in sequence execution herein
Out or description the step of, perhaps they are fabricated to each integrated circuit modules or by them multiple modules or
Step is fabricated to single integrated circuit module to realize.In this way, the present invention is not limited to any specific hardware and softwares to combine.
The foregoing is only a preferred embodiment of the present invention, is not intended to restrict the invention, for the skill of this field
For art personnel, the invention may be variously modified and varied.All within the spirits and principles of the present invention, made any to repair
Change, equivalent replacement, improvement etc., should all be included in the protection scope of the present invention.
Claims (10)
1. a kind of customer service system characterized by comprising
Seat, the seat include multiple split screens, wherein the multiple split screen is connected to different traffic channels；
Control centre, for distributing different business for the multiple split screen.
2. system according to claim 1, which is characterized in that the case where the control centre receives incoming call business
Under, and when the seat is in idle condition, the control centre only allows the incoming call business an of traffic channel to access simultaneously
The seat.
3. system according to claim 2, which is characterized in that in the incoming call industry of the split screen access traffic channel of the seat
After business, virtual seat, seat number of the control centre by the mark of the traffic communication as the virtual seat are formed.
4. system according to claim 1, which is characterized in that the seat passes through a split screen in the multiple split screen
Carry out one of following business:
Call business, answering service, on-hook business, consultation service, transfer service.
5. system according to claim 1, which is characterized in that the seat controls institute by way of controlling window handle
State the window of multiple split screens.
6. system according to claim 1, which is characterized in that multiple split screens of the seat and the multiple traffic channel
Relationship is fixedly connected in the presence of one-to-one.
7. a kind of processing method of incoming call business characterized by comprising
Receive incoming call business；
In the case where detecting that seat has idle split screen, the incoming call business is distributed to the idle split screen of the seat,
Wherein, the seat includes multiple split screens.
8. a kind of processing method of business characterized by comprising
Seat selects the first split screen in multiple split screens that the seat includes；
The seat executes one of following business: call business, answering service, on-hook business, consulting by first split screen
Business, transfer service.
9. a kind of storage medium, which is characterized in that the storage medium includes the program of storage, wherein when described program is run
Execute method described in the claims 7 or 8.
10. a kind of processor, which is characterized in that the processor is for running program, wherein on being executed when described program is run
State method described in claim 7 or 8.
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| CN201710502236.9A CN109151231B (en) | 2017-06-27 | 2017-06-27 | Customer service system, incoming service processing method and service processing method |
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| CN111526254A (en) * | 2020-07-03 | 2020-08-11 | 支付宝(杭州)信息技术有限公司 | Telephone traffic distribution method and device and electronic equipment |
| US11272060B2 (en) | 2020-07-03 | 2022-03-08 | Alipay (Hangzhou) Information Technology Co., Ltd. | Telecommunication traffic allocation method and apparatus, and electronic device |
| CN111901486A (en) * | 2020-07-15 | 2020-11-06 | 北京优锐科技有限公司 | Voice call processing method and device and electronic equipment |
| CN113364918A (en) * | 2021-05-28 | 2021-09-07 | 拉卡拉支付股份有限公司 | Call processing method, device, electronic equipment, storage medium and program product |
| CN113364918B (en) * | 2021-05-28 | 2022-11-25 | 拉卡拉支付股份有限公司 | Call processing method, device, electronic equipment, storage medium and program product |
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| CN109151231B (en) | 2022-07-19 |
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