CN112653794A - 400 telephone calling method based on customer relationship - Google Patents
400 telephone calling method based on customer relationship Download PDFInfo
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- CN112653794A CN112653794A CN202011528454.8A CN202011528454A CN112653794A CN 112653794 A CN112653794 A CN 112653794A CN 202011528454 A CN202011528454 A CN 202011528454A CN 112653794 A CN112653794 A CN 112653794A
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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
- H04M3/42017—Customized ring-back tones
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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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- 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
- H04M3/5175—Call or contact centers supervision arrangements
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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
- H04M3/5235—Dependent on call type or called number [DNIS]
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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
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
Abstract
The application discloses a 400 telephone calling method based on customer relationship, which comprises the following steps: the calling party selects a calling mode, receives a calling request, receives and acquires calling information in the 400 telephone calling request, classifies the calling request, transfers the calling request to a called number according to business requested to be transacted in the calling information acquired in S3 and a preset distribution rule, plays the color ring, and plays the preset color ring through a voice card after the calling party number is communicated with a called party number. The 400 telephone calling method has the advantages that the response speed is high, the functions are diversified, the functions of voice playing and the like are added, the customer relation management function is added, the basic data of the customer is stored in the customer database, and the customer relation management function is combined with other systems, so that more comprehensive and convenient service can be provided for customer outline, old customers can be conveniently kept, and new customers can be attracted.
Description
Technical Field
The application relates to a telephone calling method, in particular to a 400 telephone calling method based on customer relations.
Background
The 400 telephone is a kind of main called sharing business, namely the caller undertakes the local telephone access charge, the called undertakes all incoming call and answers the expense, is used in the business before sale and after sale service consultation aspect of many trades extensively, the 400 telephone is the unified virtual telephone switchboard of number in the whole country that is designed for enterprises and public institutions, all incoming calls to the 400 switchboard number are transferred to the fixed telephone, cell-phone or call center private line that is set in advance, the 400 telephone switchboard is only responsible for processing the incoming call, can't dial outside, the telephone charge is distributed by enterprises and customer who dials 400 telephone, the dialing party only pays the local telephone charge, the 400 hotline reflects the enterprise service consciousness, it is the symbol of reputation and strength.
The current 400 telephone calling method has the disadvantages of low response speed, single function, capability of basically meeting basic call function, lack of customer relationship management, difficulty in providing more comprehensive and convenient service for customers and difficulty in attracting customers. Therefore, a 400 phone call method based on customer relations is proposed to address the above problems.
Disclosure of Invention
A 400 telephone call method based on customer relationship, the call method comprising the steps of:
s1, the calling party selects a calling mode, the terminal device selects a proper calling mode according to the network environment of the terminal device, so that the terminal device is connected with the telephone gateway, and the calling request is transmitted to the telephone gateway;
s2, receiving a call request, receiving a 400 telephone call request of a calling party from a telephone gateway, and acquiring call information in the 400 telephone call request;
s3, classifying the call request, carrying out service logic judgment on the call information in the call request, classifying the call information, sending the call information into different processing modules for processing, and storing the customer relationship information in a customer database;
s4, transferring the call to the called number according to the service requested to be handled in the call information obtained in S3 and a preset distribution rule, and monitoring the state of the called number in real time by using a monitoring system;
and S5, playing the color ring, playing the preset color ring through the voice card after the calling party number is communicated with the called party number, and displaying the calling number on the called party.
Further, the terminal device in the step S1 includes a mobile phone device terminal and a fixed phone device terminal, and the calling mode in the step S1 includes a network call, a local call, and a callback call.
Further, the call information in the step S2 includes a calling number, a calling number area code and a destination code.
Further, the call information service logic in step S3 determines whether the calling number mainly has the right to dial the 400 number, and if so, finds the corresponding client information according to the destination code, and obtains the service requested to be handled in the 400 phone call request from the client information.
Further, the customer relationship information in the step S3 includes a name, a contact, a communication address, a communication method, a communication record, and the like of the customer, and the customer database in the step S3 is a separate database.
Further, the allocating rule in the step S4 includes obtaining called numbers of the customer information binding and allocating 400 phone call requests to the called numbers in the idle state, and the allocating rule in the step S4 includes obtaining called numbers of the customer information binding and allocating 400 phone call requests to the next called number in the order of the called numbers.
Further, the allocation rule in the step S4 includes obtaining the called numbers of the customer information binding, and allocating the 400 phone call request to the called number with the minimum waiting number, and the allocation rule in the step S4 includes obtaining the called numbers of the customer information binding, and allocating the 400 phone call request to the called number with the minimum waiting time.
Further, the waiting time is the sum of the transaction times of all the 400 telephone call requests waiting to be processed in the called number.
Further, the monitoring system in step S4 monitors the working state of each voice channel in real time, and monitors and displays the queuing state of each called number in real time.
Further, in the step S5, the cloud factor card is a PCI analog voice card, and the color ring and various prompt voices are preset in the PCI analog voice card, and the color ring includes announcing the color ring and answering the color ring.
The beneficial effect of this application is: the application provides a 400 telephone calling method based on customer relations.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art that other drawings can be obtained according to the drawings without inventive exercise.
Fig. 1 is a schematic overall flow chart of an embodiment of the present application.
Detailed Description
In order to make the technical solutions better understood by those skilled in the art, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only partial embodiments of the present application, but not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
It should be noted that the terms "first," "second," and the like in the description and claims of this application and in the drawings described above are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It should be understood that the data so used may be interchanged under appropriate circumstances such that embodiments of the application described herein may be used. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict. The present application will be described in detail below with reference to the embodiments with reference to the attached drawings.
Example one
Referring to fig. 1, a 400 phone call method based on customer relationship, the call method includes the following steps:
s1, the calling party selects a calling mode, the mobile phone equipment terminal selects a proper calling mode according to the network environment of the mobile phone equipment terminal, so that the mobile phone equipment terminal is connected with the telephone gateway, and the calling request is transmitted to the telephone gateway;
s2, receiving a call request, receiving a 400 telephone call request of a calling party from a telephone gateway, and acquiring call information in the 400 telephone call request;
s3, classifying the call request, carrying out service logic judgment on the call information in the call request, classifying the call information, sending the call information into different processing modules for processing, and storing the customer relationship information in a customer database;
s4, transferring the call to the called number according to the service requested to be handled in the call information obtained in S3 and a preset distribution rule, and monitoring the state of the called number in real time by using a monitoring system;
and S5, playing the color ring, playing the preset color ring through the voice card after the calling party number is communicated with the called party number, and displaying the calling number on the called party.
Further, the calling modes in the step S1 include a network call, a local call and a callback call.
Further, the call information in the step S2 includes a calling number, a calling number area code and a destination code.
Further, the call information service logic in step S3 determines whether the calling number mainly has the right to dial the 400 number, and if so, finds the corresponding client information according to the destination code, and obtains the service requested to be handled in the 400 phone call request from the client information.
Further, the customer relationship information in the step S3 includes a name, a contact, a communication address, a communication method, a communication record, and the like of the customer, and the customer database in the step S3 is an independent database, and the customer database is combined with other systems, so that more comprehensive service can be provided for the customer more conveniently, and old customers can be kept and new customers can be attracted.
Further, the allocating rule in the step S4 includes obtaining called numbers of the customer information binding and allocating 400 phone call requests to the called numbers in the idle state, and the allocating rule in the step S4 includes obtaining called numbers of the customer information binding and allocating 400 phone call requests to the next called number in the order of the called numbers.
Further, the allocation rule in the step S4 includes obtaining the called numbers of the customer information binding, and allocating the 400 phone call request to the called number with the minimum waiting number, and the allocation rule in the step S4 includes obtaining the called numbers of the customer information binding, and allocating the 400 phone call request to the called number with the minimum waiting time.
Further, the waiting time is the sum of the transaction times of all the 400 telephone call requests waiting to be processed in the called number.
Further, the monitoring system in step S4 monitors the working state of each voice channel in real time, and monitors and displays the queuing state of each called number in real time.
Further, in the step S5, the cloud factor card is a PCI analog voice card, the color ring back tone and various prompt voices are preset in the PCI analog voice card, and the color ring back tone includes a announcement color ring back tone and an answering color ring back tone, the announcement color ring back tone is played first, and the answering color ring back tone is played after the announcement color ring back tone is played.
The telephone calling method is suitable for the mobile phone client to make 400 telephone calls.
Example two
Referring to fig. 1, a 400 phone call method based on customer relationship, the call method includes the following steps:
s1, the calling party selects a calling mode, the fixed telephone equipment terminal selects a proper calling mode according to the network environment of the fixed telephone equipment terminal, so that the fixed telephone equipment terminal is connected with the telephone gateway, and the calling request is transmitted to the telephone gateway;
s2, receiving a call request, receiving a 400 telephone call request of a calling party from a telephone gateway, and acquiring call information in the 400 telephone call request;
s3, classifying the call request, carrying out service logic judgment on the call information in the call request, classifying the call information, sending the call information into different processing modules for processing, and storing the customer relationship information in a customer database;
s4, transferring the call to the called number according to the service requested to be handled in the call information obtained in S3 and a preset distribution rule, and monitoring the state of the called number in real time by using a monitoring system;
and S5, playing the color ring, playing the preset color ring through the voice card after the calling party number is communicated with the called party number, and displaying the calling number on the called party.
Further, the calling modes in the step S1 include a network call, a local call and a callback call.
Further, the call information in the step S2 includes a calling number, a calling number area code and a destination code.
Further, the call information service logic in step S3 determines whether the calling number mainly has the right to dial the 400 number, and if so, finds the corresponding client information according to the destination code, and obtains the service requested to be handled in the 400 phone call request from the client information.
Further, the customer relationship information in the step S3 includes a name, a contact, a communication address, a communication method, a communication record, and the like of the customer, and the customer database in the step S3 is an independent database, and the customer database is combined with other systems, so that more comprehensive service can be provided for the customer more conveniently, and old customers can be kept and new customers can be attracted.
Further, the allocating rule in the step S4 includes obtaining called numbers of the customer information binding and allocating 400 phone call requests to the called numbers in the idle state, and the allocating rule in the step S4 includes obtaining called numbers of the customer information binding and allocating 400 phone call requests to the next called number in the order of the called numbers.
Further, the allocation rule in the step S4 includes obtaining the called numbers of the customer information binding, and allocating the 400 phone call request to the called number with the minimum waiting number, and the allocation rule in the step S4 includes obtaining the called numbers of the customer information binding, and allocating the 400 phone call request to the called number with the minimum waiting time.
Further, the waiting time is the sum of the transaction times of all the 400 telephone call requests waiting to be processed in the called number.
Further, the monitoring system in step S4 monitors the working state of each voice channel in real time, and monitors and displays the queuing state of each called number in real time.
Further, in the step S5, the cloud factor card is a PCI analog voice card, the color ring back tone and various prompt voices are preset in the PCI analog voice card, and the color ring back tone includes a announcement color ring back tone and an answering color ring back tone, the announcement color ring back tone is played first, and the answering color ring back tone is played after the announcement color ring back tone is played.
The above-described phone call method is applicable to a fixed phone client to make a 400 phone call.
The application has the advantages that:
the 400 telephone calling method has the advantages that the response speed is high, the functions are diversified, the functions of voice playing and the like are added, the customer relation management function is added, the basic data of the customer is stored in the customer database, and the customer relation management function is combined with other systems, so that more comprehensive and convenient service can be provided for customer outline, old customers can be conveniently kept, and new customers can be attracted.
The above description is only a preferred embodiment of the present application and is not intended to limit the present application, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present application shall be included in the protection scope of the present application.
Claims (10)
1. A 400 telephone call method based on customer relationship, characterized by: the calling method comprises the following steps:
s1, the calling party selects a calling mode, the terminal device selects a proper calling mode according to the network environment of the terminal device, so that the terminal device is connected with the telephone gateway, and the calling request is transmitted to the telephone gateway;
s2, receiving a call request, receiving a 400 telephone call request of a calling party from a telephone gateway, and acquiring call information in the 400 telephone call request;
s3, classifying the call request, carrying out service logic judgment on the call information in the call request, classifying the call information, sending the call information into different processing modules for processing, and storing the customer relationship information in a customer database;
s4, transferring the call to the called number according to the service requested to be handled in the call information obtained in S3 and a preset distribution rule, and monitoring the state of the called number in real time by using a monitoring system;
and S5, playing the color ring, playing the preset color ring through the voice card after the calling party number is communicated with the called party number, and displaying the calling number on the called party.
2. The customer relationship based 400 telephone call method of claim 1, wherein: the terminal device in the step S1 includes a mobile phone device terminal and a fixed phone device terminal, and the calling mode in the step S1 includes a network call, a local call, and a callback call.
3. The customer relationship based 400 telephone call method of claim 1, wherein: the call information in the step S2 includes a calling number, a calling number area code, and a destination code.
4. The customer relationship based 400 telephone call method of claim 1, wherein: and the calling information service logic in the step S3 judges whether the calling number mainly has the authority to dial the 400 number, if so, finds the corresponding client information according to the destination code, and obtains the service requested to be handled in the 400 phone call request from the client information.
5. The customer relationship based 400 telephone call method of claim 1, wherein: the customer relationship information in the step S3 includes the name, contact, address, communication method, and contact record of the customer, and the customer database in the step S3 is a separate database.
6. The customer relationship based 400 telephone call method of claim 1, wherein: the allocating rule in the step S4 includes obtaining called numbers of the customer information binding and allocating 400 phone call requests to the called numbers in an idle state, and the allocating rule in the step S4 includes obtaining called numbers of the customer information binding and allocating 400 phone call requests to the next called number in the order of the called numbers.
7. The customer relationship based 400 telephone call method of claim 6, wherein: the allocation rule in the step S4 includes acquiring the called number of the customer information binding, and allocating the 400 phone call request to the called number with the minimum waiting number, and the allocation rule in the step S4 includes acquiring the called number of the customer information binding, and allocating the 400 phone call request to the called number with the minimum waiting time.
8. The customer relationship based 400 telephone call method of claim 7 wherein: the wait time is the sum of the transaction times of all 400 telephone call requests waiting to be processed in the called number.
9. The customer relationship based 400 telephone call method of claim 1, wherein: and the monitoring system monitors the working state of each voice channel in real time in the step S4, and monitors and displays the queuing state of each called number in real time.
10. The customer relationship based 400 telephone call method of claim 1, wherein: and in the step S5, the cloud factor card is a PCI analog voice card, the color ring and various prompting voices are preset in the PCI analog voice card, and the color ring comprises announcing the color ring and answering the color ring.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202011528454.8A CN112653794A (en) | 2020-12-22 | 2020-12-22 | 400 telephone calling method based on customer relationship |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202011528454.8A CN112653794A (en) | 2020-12-22 | 2020-12-22 | 400 telephone calling method based on customer relationship |
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| CN112653794A true CN112653794A (en) | 2021-04-13 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN202011528454.8A Pending CN112653794A (en) | 2020-12-22 | 2020-12-22 | 400 telephone calling method based on customer relationship |
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Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110099181A (en) * | 2019-05-24 | 2019-08-06 | 江西尚通科技发展股份有限公司 | 400 phone call methods of enterprise marketing mode |
| CN112036918A (en) * | 2019-06-04 | 2020-12-04 | 上海稷洲信息科技有限公司 | Customer relationship information management system |
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- 2020-12-22 CN CN202011528454.8A patent/CN112653794A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110099181A (en) * | 2019-05-24 | 2019-08-06 | 江西尚通科技发展股份有限公司 | 400 phone call methods of enterprise marketing mode |
| CN112036918A (en) * | 2019-06-04 | 2020-12-04 | 上海稷洲信息科技有限公司 | Customer relationship information management system |
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Application publication date: 20210413 |