CN110049199A - A kind of call scheduling method and system - Google Patents
A kind of call scheduling method and system Download PDFInfo
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- CN110049199A CN110049199A CN201910326795.8A CN201910326795A CN110049199A CN 110049199 A CN110049199 A CN 110049199A CN 201910326795 A CN201910326795 A CN 201910326795A CN 110049199 A CN110049199 A CN 110049199A
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Classifications
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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Abstract
The invention discloses a kind of call scheduling methods, comprising the following steps: S1, in the DTMF code of call scheduling unit configuration association to target call center, in the target call center configuration service access number；S2, call scheduling unit obtain the call request information of client, and active calls are routed to initial call center according to enterprise configuration static policies；S3, call scheduling unit monitor the media that the initial call center is sent and prepare to receive dtmf signal；S4, the customer service of initial call center determine active calls being transferred to target call center according to the service ability of active calls；S5, initial call center sends dtmf signal to call scheduling unit, call scheduling unit receives the dtmf signal, and obtains the service access number according to configuration strategy and dtmf signal, and according to the service access number by call forwarding to target call center.The present invention can efficiently and targetedly solve the demand of client, improve the service level at enterprise call center.
Description
Technical field
The present invention relates to fields of communication technology, more particularly to a kind of call scheduling method and system.
Background technique
Enterprise can generally provide customer service hotline, in order to improve the pre-sales of client and experience after sale in order in view of local clothes
The convenience of business can all dispose the calling that the call center Duo Tai handles corresponding region client throughout the country, but in reality deployment,
The call center of enterprise not necessarily has all professional abilities, and the professional ability of each call center is not necessarily completely impartial, example
Such as: call center M not necessarily has the professional ability of call center N, when such call center M processing calls, such as the industry of client
Business demand exceeds the professional ability of call center M, then needs to control call forwarding to the call center for having these professional abilities
N.Currently, generally only telecommunications E1 trunk call is connected between the call center and call scheduling unit of a large amount of enterprises.In this
Telephone signaling and call voice media can only be transmitted after chain road；These call centers are generally enclosed in inside enterprise network, can not
Call scheduling unit is accessed by IP tunnel.So how call center is negotiated with call scheduling unit by trunk interface,
Call center transfers the call to the new call center for having professional ability, is exactly a real problem.
Summary of the invention
The purpose of the present invention is overcoming shortcoming in the prior art, a kind of call scheduling method and system are provided, with
Solve the problems, such as above-mentioned background technique.
In order to solve the above technical problems, the present invention is solved by following technical proposals:
A kind of call scheduling method, comprising the following steps:
S1 matches in the DTMF code of call scheduling unit configuration association to target call center at the target call center
Set service access number；
S2, call scheduling unit obtain the call request information of client, and will currently be exhaled according to enterprise configuration static policies
It cries and routes to initial call center；
S3, call scheduling unit monitor the media that the initial call center is sent and prepare to receive dtmf signal；
S4, the customer service of initial call center determine that active calls, which are transferred to target, exhales according to the service ability of active calls
Cry center；
S5, initial call center send dtmf signal to call scheduling unit, and call scheduling unit receives the DTMF letter
Number, and the service access number is obtained according to configuration strategy and dtmf signal, and will exhale according to the service access number
It cries and is transferred to target call center.
Step S5 is further comprising the steps of:
S51, initial call center send DTMF code to call scheduling unit；
S52, call scheduling unit receive the DTMF code, after finishing receiving, match reception one by one in multiple call centers
DTMF code sequence, after the completion of matching, according to configuration strategy, characteristic number is extracted from the received code sequence of institute, and will
Characteristic number is attached to initial call central number；
S53, the connection of call scheduling unit release and initial call center, and by attached initially exhaling for characteristic number
Make central number that active calls are transferred to the target call center.
The present invention also provides a kind of call scheduling systems, comprising: multiple call centers, the multiple call center are used for
Calling connection is established by call scheduling unit and calling terminal；The call scheduling unit is initially exhaled for basis in a call
Active calls are transferred to target call center by the dtmf signal for making center send.
Further, the relevant DTMF code to target call center of configuration, the target in the call scheduling unit
Call center is configured with service access number, and the service access code is one section of the code number extracted in DTMF code sequence.
Further, the multiple call center is distinguished according to service ability, the service at the target call center
Ability is greater than the service ability at initial call center.
The present invention have the following advantages that compared with prior art and the utility model has the advantages that
1. call scheduling method of the invention, in client and during passing through of call center, if active calls center
Professional ability be not able to satisfy the demand of client, initial call center sends DTMF code, call scheduling list to call scheduling unit
Member basis receives DTMF code and is matched with call center one by one, and a number of segment word is extracted in DTMF code and is attached to initial call
It, can be in calling procedure by active calls behind the number at center, then by the number call target call center after adding
It is transferred to the target call center with higher professional ability, call scheduling quick and precisely, efficiently and can be solved targetedly
The certainly demand for services of client improves the service level at enterprise call center.
2. call scheduling system of the invention uses dynamic matched routings strategy, multiple call centers can be adjusted with calling
Degree unit negotiated by trunk interface, a certain call center can will calling online be transferred to have client need ability newly exhale
Cry center, the problem of customer service can flexibly arrange the call center of different business ability to handle client, can make customer service from
The better services client in business scope, improves the efficiency of service of the call center of enterprise known to oneself.
Detailed description of the invention
The present invention will be further described in detail below with reference to the accompanying drawings and specific embodiments.
Fig. 1 is a kind of principle flow chart of call scheduling method of the invention.
Fig. 2 is the flow diagram of call scheduling unit of the invention.
Fig. 3 is a kind of functional block diagram of call scheduling system of the present invention.
Specific embodiment
Present invention will now be described in further detail with reference to the embodiments and the accompanying drawings, but embodiments of the present invention are unlimited
In this.
Specific implementation process of the invention is as follows:
A kind of call scheduling method, comprising the following steps:
S1 matches in the DTMF code of call scheduling unit configuration association to target call center at the target call center
Set service access number；
S2, call scheduling unit obtain the call request information of client, and will currently be exhaled according to enterprise configuration static policies
It cries and routes to initial call center；
S3, call scheduling unit monitor the media that the initial call center is sent and prepare to receive dtmf signal；
S4, the customer service of initial call center determine that active calls, which are transferred to target, exhales according to the service ability of active calls
Cry center；
S5, initial call center send dtmf signal to call scheduling unit, and call scheduling unit receives the DTMF letter
Number, and the service access number is obtained according to configuration strategy and dtmf signal, and will exhale according to the service access number
It cries and is transferred to target call center.
Wherein, step S5 is further comprising the steps of:
S51, initial call center send DTMF code to call scheduling unit；
S52, call scheduling unit receive the DTMF code, after finishing receiving, match reception one by one in multiple call centers
DTMF code sequence, after the completion of matching, according to configuration strategy, characteristic number is extracted from the received code sequence of institute, and will
Characteristic number is attached to initial call central number；
S53, the connection of call scheduling unit release and initial call center, and by attached initially exhaling for characteristic number
Make central number that active calls are transferred to the target call center.
Specifically, referring to FIG. 1, configuring diverting call in call scheduling unit first in the processing of call scheduling
DTMF code is simultaneously associated with to target call center, increases configuration service access code, such as " 95xxx98 ", mould newly at target call center
The call center of new business is drawn up, the process of call scheduling is as follows:
(1), when customer call, customer service number is dialed, such as " 95xxx "；
(2), telecommunication carrier networks will call " 95xxx " and route to " call scheduling unit "；
(3), call scheduling unit receives calling, inquires enterprise configuration static policies, and call scheduling unit is matched according to enterprise
Set static policies, routing calling to call center 1, in this implementations, call center 1 is initial call center；Initial call center
Customer service linked up with client, in communication process, matchmaker that call scheduling unit is sent while listening for initial call center side
Body, and prepare to receive DTMF code number, in the customer service at initial call center and the communication process of client, if the subsequent industry of client
Business requires the professional ability for exceeding active calls center, and the customer service at initial call center is unable to satisfy the business need of client, because
This, the customer service at initial call center can determine that diverting call to the higher target call center of professional ability, and is controlled and initially exhaled
Central transference is made to call；
(4), during diverting call, initial call center sends the DTMF code of " * " to call scheduling unit first, exhales
After making scheduling unit receive the DTMF code of " * ", begins preparing and receive subsequent DTMF code；
(5), initial call center sends subsequent number DTMF code number to call scheduling unit again, such as " 798000 "；
(6), call scheduling unit receives the DTMF code sequence, after finishing receiving, multiple call centers one by one
With received DTMF code sequence, after the completion of matching, according to configuration strategy, tag number is extracted from the received code sequence of institute
Code, and characteristic number is attached to behind initial call central number, and pass through this number call target call center.Such as Fig. 2
Shown, call scheduling unit executes following operation respectively:
(31), diverting call DTMF code is configured first in call scheduling unit to target call center；
(32, as client and the call of call center 1, call scheduling unit receives DTMF code number to call center 1；
(33) call scheduling unit receives symbol as the code number of " * " and starts to receive other codes number；
(34) call scheduling unit receives digital DTMF code sequence, or receives end mark " # ", or reaches maximum and receive
Stop collecting the digits when duration, in the present embodiment, the maximum duration that collects the digits be can be 4 seconds.Call scheduling unit receives DTMF code sequence
Row number (except the " # " of end),
(35) call scheduling unit is retrieved DTMF list and is matched, and after matching, obtains associated new business ability
List of call center, according to configuration strategy, two or long number are extracted in the position configured from received code sequence, attached
It adds to behind initial call central number, called number is added to one end of the code number taken out in DTMF code sequence, new mesh
It marks call center and matches access code, for example, extracting two numbers 98 in DTMF code number 798000, number 98 is attached to just
Behind beginning call center numbers " 95xxx ", new service access number " 95xxx98 " is obtained.Then, call scheduling unit is released
The calling with initial call center 1 is put, call scheduling center is by call business access code " 95xxx98 ", and diverting call is extremely
Corresponding target call center 2, target call center 2 match service access number, and new customer service starts to answer.
In above-described embodiment, in client and during passing through of call center, if the professional ability at active calls center
It is not able to satisfy the demand of client, call center 1 is held consultation by dtmf signaling and call scheduling unit, can be online by calling
It is transferred to the call center 2 with related service ability, the demand of client can efficiently and be targetedly solved, improve enterprise
The service level of call center.
As shown in figure 3, the present invention also provides a kind of call scheduling systems, comprising: multiple call centers, for by exhaling
Scheduling unit 3 and customer call terminal 1 is made to establish calling connection；The call scheduling unit 3 is in a call according to initial
Active calls are transferred to target call center by the dtmf signal that call center is sent.
The relevant DTMF code to target call center of configuration, the target call center in the call scheduling unit 3
Configured with service access number, the service access code is one section of the code number extracted in DTMF code sequence.It is the multiple to exhale
Center is made to be distinguished according to service ability, the service ability at the target call center is greater than the service energy at initial call center
Power.Call scheduling system of the invention, when the professional ability of initial call center is not able to satisfy the demand for services of client, initially
Call scheduling unit can be sent and close dtmf signaling by call center, and call scheduling unit can be by calling weight by dtmf signaling
Newly route to the stronger target call center of professional ability, the different demands for services for meeting client easily and effectively.
The above embodiment is a preferred embodiment of the present invention, but embodiments of the present invention are not by above-described embodiment
Limitation, other any changes, modifications, substitutions, combinations, simplifications made without departing from the spirit and principles of the present invention,
It should be equivalent substitute mode, be included within the scope of the present invention.
Claims (5)
1. a kind of call scheduling method, which comprises the following steps:
S1, in the DTMF code of call scheduling unit configuration association to target call center, in the target call center configuration industry
Business access code；
S2, call scheduling unit obtain the call request information of client, and according to enterprise configuration static policies by active calls road
By to initial call center；
S3, call scheduling unit monitor the media that the initial call center is sent and prepare to receive dtmf signal；
S4, the customer service of initial call center determine for active calls to be transferred in target call according to the service ability of active calls
The heart；
S5, initial call center send dtmf signal to call scheduling unit, and call scheduling unit receives the dtmf signal, and
The service access number is obtained according to configuration strategy and dtmf signal, and according to the service access number by call forwarding
To target call center.
2. a kind of call scheduling method according to claim 1, which is characterized in that step S5 is further comprising the steps of:
S51, initial call center send DTMF code to call scheduling unit；
S52, call scheduling unit receive the DTMF code, after finishing receiving, match one by one in multiple call centers received
DTMF code sequence after the completion of matching, according to configuration strategy, extracts characteristic number from the received code sequence of institute, and will be special
Sign number is attached to initial call central number；
S53, the connection of call scheduling unit release and initial call center, and in the initial call by attached characteristic number
Active calls are transferred to the target call center by heart number.
3. a kind of call scheduling system characterized by comprising
Multiple call centers, for establishing calling connection by call scheduling unit and calling terminal；The call scheduling unit
For active calls to be transferred to target call center according to the dtmf signal that initial call center is sent in a call.
4. a kind of call scheduling system according to claim 3, it is characterised in that: be configured in the call scheduling unit
It is associated with to the DTMF code at target call center, the target call center configuration has service access number, the service access code
It is one section of the code number extracted in DTMF code sequence.
5. a kind of call scheduling system according to claim 3, which is characterized in that the multiple call center is according to service
Ability distinguishes, and the service ability at the target call center is greater than the service ability at initial call center.
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Effective date of registration: 20240122 Address after: A8C-3, Building A, Tongfang Information Port, No. 11 Langshan Road, Songpingshan Community, Xili Street, Nanshan District, Shenzhen City, Guangdong Province, 518000 Patentee after: Shenzhen Gauss Communication Co.,Ltd. Country or region after: China Address before: 518057 3rd floor, building 10, Changyuan new material port, No.2, Gaoxin Zhongyi Road, Nanshan District, Shenzhen City, Guangdong Province Patentee before: SHENZHEN DAZHONG COMMUNICATION TECHNOLOGY Co.,Ltd. Country or region before: China |