CN112887494B - Method for high telephone traffic off-line automatic queuing reservation - Google Patents
Method for high telephone traffic off-line automatic queuing reservation Download PDFInfo
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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
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- H—ELECTRICITY
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- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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- H04L67/55—Push-based network services
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Abstract
The invention provides a method for high telephone traffic offline automatic queuing reservation, which comprises the following steps: s100, when all the customer service agents cannot put through a new telephone call, if a telephone system has a new telephone call, distributing a queuing number to feed back to a calling number, storing the queuing number and the corresponding calling number, and cutting off connection; s200, the phone system pushes queuing waiting information to the stored calling number; s300, when the calling number corresponding to the adjacent queuing number is called again in turn, the telephone system is communicated with the customer service seat according to the sorting sequence of the queuing numbers. When a phone system receives a new call incoming, if all available customer service agents are in the process of call connection and cannot connect the new call, the calling number is waited off-line by distributing the queuing number, and the calling is reminded to call again by pushing; the off-line queuing is realized, the waiting time before the telephone is saved, the queuing is reserved, the service experience can be improved, the client can be well reserved, and the resources are optimized.
Description
Technical Field
The invention relates to the technical field of artificial seat telephone traffic management, in particular to a method for high telephone traffic offline automatic queuing reservation.
Background
In order to conveniently serve clients, many organizations and companies set up telephone traffic systems and arrange special persons to provide manual call services for receiving incoming call consultation or complaints of clients. The service can be used for knowing the client dynamics and appeal, and is beneficial to promoting internal improvement and improving the satisfaction degree of the client.
However, in the time of intensive telephone access in peak of some companies, due to the limited number of the manual agents connected with the telephone traffic system, when a large number of calling customers are called, queuing is a common matter, and some calls are ended by missed calls or transferred to a message box. In addition, most customers do not want to wait for too long time in a queue, when the customers need to call, but meet the peak period of visitors, the number of incoming line customers is too much, the queue number is too long, and the customers do not want to wait in front of the telephone set. This can lead to poor user experience, reduced conversion rates for potential customers, and good after-market ratings.
Disclosure of Invention
In order to solve the technical problem, the invention provides a method for high telephone traffic offline automatic queuing reservation, which comprises the following steps:
s100, when all customer service agents cannot connect new telephone calls, if a telephone system has new telephone calls, distributing queuing numbers to feed back to calling numbers, storing the queuing numbers and the corresponding calling numbers, and cutting off connection;
s200, the phone system pushes queuing waiting information to the stored calling number;
s300, when the calling number corresponding to the adjacent queuing number is called again in turn, the telephone system is communicated with the customer service seat according to the sorting sequence of the queuing numbers.
Optionally, the push queuing waiting information is issued in a public number form; or
The telephone system identifies the calling number as a mobile phone number or a fixed phone number; for the mobile phone number, pushing queuing waiting information in a short message or voice form, and/or pushing the queuing waiting information in a mail form to a mailbox corresponding to the mobile phone number; and for the fixed telephone, pushing queuing waiting information in a voice reminding mode.
Optionally, the phone system receives the call reservation queuing, provides a time interval capable of reservation when receiving a reservation call, selects the time interval by the call reservation party, allocates a reservation number according to the selected time interval and feeds back the reservation number, the reserved calling number and the associated selected time interval to the call reservation party, and cuts off the connection;
the phone system pushes the queuing waiting information of the reserved numbers in the time interval to be approached to the corresponding phone reservation party to remind the phone reservation party of calling in time.
Optionally, in the selected time interval of the telephone reservation party, the reserved calling number is preferentially connected according to the sequence of the reserved numbers;
after the calling number with the reserved number is called and connected, the calling number is connected according to the sequencing sequence of the queuing numbers;
if the calling number corresponding to the reserved number is not called in the selected time interval, the priority access right is reserved for the calling number which is not called in the selected time interval in the set time.
Optionally, the phone system stores the seat numbers, the call time and the call duration of all the customer service seats which are connected to the phone, and provides a call statistical report, wherein the call statistical report is provided according to a set period and rule, or is provided according to a manually set time range and/or the customer service seats.
Optionally, the manner of pushing the queuing waiting information is as follows:
according to the sequencing sequence of the queuing numbers, the set multiple of the number of the customer service agents is used as the number of each group, and the calling numbers corresponding to the queuing numbers are grouped;
and simultaneously sending queuing waiting information to the calling numbers of the same group according to the set push advance time or push period.
Optionally, the pushed queuing waiting information includes an estimated waiting time, and the estimated waiting time is obtained through the following method:
firstly, the average call duration of a single calling number is calculated by the following formula:
in the above formula, T Are all made of Represents an average call duration; n represents the number of connected calling numbers; t is k Indicating the call duration of the kth calling number;
and then, calculating the pre-estimated waiting time by adopting the following formula according to the number of the customer service seats and the number of queuing rounds with the front sequencing sequence:
in the above formula, t k Indicating the estimated waiting time of the kth calling number; n is a radical of an alkyl radical Front side The number of queuing rounds with the sequencing order before the kth calling number is represented; m is Mat Representing the number of customer service agents; t is Are all made of Representing an average call duration;
and the telephone system sets a re-estimation period of the pre-estimated waiting time, and each re-estimation period recalculates and pushes the pre-estimated waiting time.
Optionally, the queuing number is a sequence number of incoming calls received by the telephone system on the same day according to the sequence of the incoming calls;
the phone system is provided with a queuing number waiting list, wherein queuing numbers, calling numbers and queuing waiting information pushing forms are listed in the queuing number waiting list, and the queuing numbers which pass through are removed from the queuing number waiting list;
the queuing number waiting list is cleared and reset once a day, and the clearing and resetting time is set.
Optionally, the phone system sets a call-in time threshold for call-in again, forms a suggested call-in again period through calculation according to the call-in time threshold and the estimated waiting time, and pushes the suggested call-in again period to the corresponding calling number;
when receiving the call again, judging whether the call is in the suggested call again time period, if so, listing the calling number of the call again in the connection queue, otherwise, not listing the calling number in the connection queue;
if an incoming call is received after the suggested call re-entry period, the calling number of the incoming call is treated as a new incoming call, and the queuing number is reassigned.
Optionally, the process of the phone system accessing the customer service seat according to the sequence of the queuing numbers is as follows:
firstly, sequencing customer service agents according to the connection of the current call;
secondly, an intuitive fuzzy sorting method is adopted, and the calling numbers listed in the connection queue are sorted by adopting the sorting weight calculated by the following formula:
in the above formula, δ i A ranking weight indicating the calling number i; n represents a column access bankThe number of calling numbers in the team; a is i And a j Respectively representing intuitive fuzzy values of a calling number i and a calling number j, and obtaining the intuitive fuzzy values through assignment;
finally, according to the sequencing of the customer service seats and the sequencing of the calling numbers, the customer service seats are paired one by one from front to back, and the calling numbers wait for the paired customer service seats to be communicated;
and if the number of the calling numbers listed in the connection queue is more than that of the customer service agents, performing next round of pairing on the excessive calling numbers and the sequencing of the customer service agents according to the sequencing.
When a phone system receives a new call incoming, if all available customer service seats are in call connection and cannot connect the new call, the calling number is enabled to wait offline in a queuing number distribution mode, and the calling number party waiting offline is reminded to call again in time in a queuing waiting information pushing mode; the method realizes off-line queuing, saves the waiting time before a telephone set, reserves the queuing, can improve the service sensitivity, well retains customers and optimizes resources.
Additional features and advantages of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by the practice of the invention. The objectives and other advantages of the invention will be realized and attained by the structure particularly pointed out in the written description and claims hereof as well as the appended drawings.
The technical solution of the present invention is further described in detail by the accompanying drawings and embodiments.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate embodiments of the invention and together with the description serve to explain the principles of the invention and not to limit the invention. In the drawings:
fig. 1 is a flow chart of a method for high traffic offline automatic queuing reservation in an embodiment of the present invention.
Detailed Description
The preferred embodiments of the present invention will be described in conjunction with the accompanying drawings, and it will be understood that they are described herein for the purpose of illustration and explanation and not limitation.
As shown in fig. 1, an embodiment of the present invention provides a method for high traffic offline automatic queuing reservation, which includes the following steps:
s100, when all customer service agents cannot connect new telephone calls, if a telephone system has new telephone calls, distributing queuing numbers to feed back to calling numbers, storing the queuing numbers and the corresponding calling numbers, and cutting off connection;
s200, the phone system pushes queuing waiting information to the stored calling number;
s300, when the calling number corresponding to the adjacent queuing number is called again in turn, the telephone system is communicated with the customer service seat according to the sorting sequence of the queuing numbers.
The working principle and the beneficial effects of the technical scheme are as follows: when a phone system receives a new call incoming, if all available customer service seats are in call connection and cannot connect the new call, the calling number is enabled to wait offline in a queuing number distribution mode, and the calling number party waiting offline is reminded to call again in time in a queuing waiting information pushing mode; the method realizes off-line queuing, saves the waiting time before a telephone, reserves queuing, can improve the service sensitivity, well retains customers and optimizes resources.
In one embodiment, the push queuing waiting information is issued in a public number form; or alternatively
The telephone system identifies the calling number as a mobile phone number or a fixed phone number; for the mobile phone number, pushing queuing waiting information in a short message or voice form, and/or pushing the queuing waiting information in a mail form to a mailbox corresponding to the mobile phone number; and for the fixed telephone, pushing queuing waiting information in a voice reminding mode.
The working principle and the beneficial effects of the technical scheme are as follows: the scheme can release the pushed queuing waiting information in a public number mode, so that all public number concerned parties can know the queuing waiting progress condition of the customer service seat; the type of the calling number can be distinguished as a mobile phone number or a fixed phone number, and a proper pushing mode is selected according to the characteristics of the mobile phone number or the fixed phone number; if the calling number is a mobile phone number, one or more of short messages, voice and mails can be pushed in a combined mode, so that a client corresponding to the calling number can know the queuing condition and can call in again in time to obtain the service of a client seat.
In one embodiment, the phone system receives the call reservation queuing, provides a time interval capable of reservation when receiving a reservation call, selects the time interval by a call reservation party, distributes a reservation number according to the selected time interval and feeds back the reservation number, the reserved calling number and the associated selected time interval to the call reservation party, and cuts off the connection;
the phone system pushes the queuing waiting information of the reserved numbers in the time interval to be approached to the corresponding phone reservation party to remind the phone reservation party of calling in time.
The working principle and the beneficial effects of the technical scheme are as follows: the scheme provides a telephone reservation queuing service, when a telephone received by a telephone system belongs to a reserved telephone, a reserved time interval can be provided for a telephone reservation party to select, after the telephone reservation party selects a time interval, a reservation number is distributed to the telephone reservation party, the reservation number, a reserved calling number and a related selected time interval are stored, and queuing waiting information is pushed to the telephone reservation party when the time interval is close to, so that the telephone reservation party is reminded of calling in time.
In one embodiment, during the selected time interval of the telephone subscriber, the reserved calling number is preferentially accessed according to the sequence of the reserved numbers;
after the calling number with the reserved number is called and connected, the calling number is connected according to the sequencing sequence of the queuing numbers;
if the calling number corresponding to the reserved number is not called in the selected time interval, the priority access right is reserved for the calling number which is not called in the selected time interval in the set time.
The working principle and the beneficial effects of the technical scheme are as follows: the scheme gives the telephone reservation party a priority connection authority in the selected time interval of the telephone reservation party, thereby furthest ensuring that the reserved incoming call can be connected in the reserved time interval, guiding the client to preferentially adopt a telephone reservation mode to obtain the connection service, relatively relieving the telephone traffic in the telephone peak time period, reducing queuing, and improving the satisfaction degree and good experience of the client; the setting time for retaining the priority turn-on right may be set to one day (i.e., 24 hours), or may be set to 2 hours, 4 hours, 6 hours, 8 hours, or 12 hours.
In one embodiment, the phone system stores the agent number, the call time and the call duration of all the call-connected agent agents, and provides a call statistics report, wherein the call statistics report is provided according to a set period and rule, or is provided according to a manually set time range and/or the agent agents.
The working principle and the beneficial effects of the technical scheme are as follows: according to the scheme, the agent numbers, the call time and the call duration of all the customer service agents which are connected with the call are stored, specific statistics is carried out according to the stored data, a corresponding call statistical report is provided for a user, the user can check the service condition of the customer agents, internal management is facilitated, and improvement of the service quality is facilitated.
In one embodiment, the manner of pushing the queuing waiting information is as follows:
according to the sequencing sequence of the queuing numbers, the set multiple of the number of the customer service agents is used as the number of each group, and the calling numbers corresponding to the queuing numbers are grouped;
and simultaneously sending queuing waiting information to the calling numbers of the same group according to the set push advance time or push period.
The working principle and the beneficial effects of the technical scheme are as follows: the scheme adopts a grouping mode to send queuing waiting information to the calling number, grouping is carried out according to the set multiple of the number of the customer service seats, the set multiple can be 1 time, 1.2 times, 1.5 times, 2 times or more, and is generally set to be 1-1.5 times, namely under the condition that the probability that the calling number of the queuing waiting is called again after push reminding is considered, each customer service seat can be ensured to be immediately accessed to the next calling number after the current call is finished as far as possible, the idle of the customer service seats is avoided, and the connection efficiency of the customer service seats is improved.
In one embodiment, the pushed queuing waiting information includes an estimated waiting time, and the estimated waiting time is obtained by:
firstly, the average call duration of a single calling number is calculated by the following formula:
in the above formula, T Are all made of Represents an average call duration; n represents the number of connected calling numbers; t is k Indicating the call duration of the kth calling number;
and then, calculating the pre-estimated waiting time by adopting the following formula according to the number of the customer service seats and the number of queuing rounds with the front sequencing sequence:
in the above formula, t k Indicating the estimated waiting time of the kth calling number; n is Front side The number of queuing rounds with the sequencing order before the kth calling number is represented; m is Mat Representing the number of customer service agents; t is a unit of Are all made of Represents an average call duration;
and the telephone system sets a re-estimation period of the pre-estimated waiting time, and each re-estimation period recalculates and pushes the pre-estimated waiting time.
The working principle and the beneficial effects of the technical scheme are as follows: according to the scheme, through analyzing historical call-in data, average call duration is calculated, the average call duration is taken as a reference, waiting duration is estimated for calling numbers which are queued for turns, the estimated waiting duration is sent to a client corresponding to the calling numbers as push information, so that the client can better select call-in time again, the call-in waiting duration after call-in again is reduced, the occupation amount of phone system resources waiting for call-in is reduced, and call-in congestion is avoided; the estimated waiting time calculation formula not only refers to historical data analysis results, but also fully considers the number of current customer service seats and the number of queuing rounds in the front of the sequencing sequence, so that the telephone system can more effectively provide service for customers.
In one embodiment, the queuing number adopts a sequence number of incoming calls received by the telephone system in the same day according to the sequence of the incoming call time;
the phone system is provided with a queuing number waiting list, wherein queuing numbers, calling numbers and queuing waiting information pushing forms are listed in the queuing number waiting list, and the queuing numbers which pass through are removed from the queuing number waiting list;
the queuing number waiting list is cleared and reset once a day, and the clearing and resetting time is set.
The working principle and the beneficial effects of the technical scheme are as follows: the scheme resets the queuing numbers at a set time point every day, namely the valid period or cycle of the queuing numbers is set, and the queuing numbers are prevented from being disordered due to overlong queuing numbers; the reset takes the same day as the processing rule, the queuing number is not brought into every other day, and the mode considers the customer calling habit of the calling number and is easy to be accepted by customers; the phone system is provided with a queuing number waiting list to manage the calling numbers corresponding to the queuing numbers, so that the mutual correspondence among the queuing numbers, the calling numbers and the queuing waiting information pushing modes can be visually and effectively realized, and the pushing failure condition is avoided.
In one embodiment, the phone system sets a calling time threshold of the incoming call again, forms a suggested incoming call again time period through calculation according to the calling time threshold and the estimated waiting time, and pushes the suggested incoming call again time period to the corresponding calling number;
when receiving the call again, judging whether the call is in the suggested call again time period, if so, listing the calling number of the call again in the connection queue, otherwise, not listing the calling number in the connection queue;
if an incoming call is received after the suggested call re-entry period, the calling number of the incoming call is treated as a new incoming call, and the queuing number is reassigned.
The working principle and the beneficial effects of the technical scheme are as follows: the scheme determines a suggested call re-incoming time interval for each calling number by setting a call re-incoming time threshold and combining the pre-estimated waiting time, for example: the incoming call time threshold for incoming calls again may be set to be the same as the average call duration, and if the estimated wait duration is R times the average call duration, the suggested incoming call time period for incoming calls again is after (R-1) times the average call duration; therefore, the incoming call of the client can be accurately guided, on one hand, the too early incoming call is avoided, the online waiting time is reduced, and on the other hand, the too late incoming call is prevented from missing the switching-on time; the scheme also sets a queuing number invalidation system, treats the queuing number invalidation system as a new incoming call, and must redistribute the queuing number to promote or guide the client to make a call again in time.
In one embodiment, the telephone system switches on the customer service seat according to the sequence of the queuing numbers as follows:
firstly, sequencing customer service agents according to the connection of the current call;
secondly, an intuitive fuzzy sorting method is adopted, and the calling numbers listed in the connection queue are sorted by adopting the sorting weight calculated by the following formula:
in the above formula, δ i A ranking weight indicating the calling number i; n represents the number of calling numbers listed in the connection queue; a is i And a j Respectively representing intuitive fuzzy values of a calling number i and a calling number j, and obtaining the intuitive fuzzy values through assignment;
finally, according to the sequencing of the customer service seats and the sequencing of the calling numbers, the customer service seats are paired one by one from front to back, and the calling numbers wait for the paired customer service seats to be communicated;
and if the number of the calling numbers listed in the connection queue is more than that of the customer service agents, performing next round of pairing on the excessive calling numbers and the sequencing of the customer service agents according to the sequencing.
The working principle and the beneficial effects of the technical scheme are as follows: the calling numbers which are called again and enter the connection queue are sorted according to the sorting weight calculation formula by adopting an intuitive fuzzy sorting method, the calling numbers which enter the connection queue are sorted, and are sequentially sorted according to the connection of the current call, and then are matched in a one-to-one correspondence manner from front to back according to the sorting of the calling numbers, so that a customer service seat for matching and waiting for connection is given to the calling numbers, the operation time is reduced, and the connection passing efficiency is improved.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present invention without departing from the spirit and scope of the invention. Thus, if such modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalents, the present invention is also intended to include such modifications and variations.
Claims (9)
1. A method for high traffic off-line automatic queuing reservation is characterized by comprising the following steps:
s100, when all customer service agents cannot connect new telephone calls, if a telephone system has new telephone calls, distributing queuing numbers to feed back to calling numbers, storing the queuing numbers and the corresponding calling numbers, and cutting off connection;
s200, the phone system pushes queuing waiting information to the stored calling number;
s300, when the calling number corresponding to the adjacent queuing number is called again in turn, the telephone system is communicated with the customer service seat according to the sorting sequence of the queuing numbers;
the process that the telephone system communicates with the customer service seats according to the sequence of the queuing numbers is as follows:
firstly, sequencing customer service agents according to the connection of the current call;
secondly, an intuitive fuzzy sorting method is adopted, and the calling numbers listed in the connection queue are sorted by adopting the sorting weight calculated by the following formula:
in the above formula, δ i A ranking weight indicating the calling number i; n represents the number of calling numbers listed in the connection queue; a is i And a j Respectively representing intuitive fuzzy values of a calling number i and a calling number j, and obtaining the intuitive fuzzy values through assignment;
finally, according to the sequencing of the customer service agents and the sequencing of the calling number, the customer service agents are paired in a one-to-one correspondence manner from front to back, and the calling number waits for the paired customer service agents to be communicated;
and if the number of the calling numbers listed in the connection queue is more than that of the customer service agents, performing next round of pairing on the excessive calling numbers and the sequencing of the customer service agents according to the sequencing.
2. The method of claim 1, wherein the push queue waiting message is issued in public number form; or
The telephone system identifies a calling number as a mobile phone number or a fixed phone number; for the mobile phone number, pushing queuing waiting information in a short message or voice form, and/or pushing the queuing waiting information in a mail form to a mailbox corresponding to the mobile phone number; and for the fixed telephone, pushing queuing waiting information in a voice reminding mode.
3. The method of claim 1, wherein the phone system accepts phone call reservation queuing, provides a time interval for reservation when receiving a call reservation, selects the time interval by the phone reservation party, allocates a reservation number according to the selected time interval and feeds back the reservation number, the reserved calling number and the associated selected time interval to the phone reservation party, and disconnects the connection;
the phone system pushes the queuing waiting information of the reserved numbers in the time interval to be approached to the corresponding phone reservation party to remind the phone reservation party of calling in time.
4. The method of claim 3, wherein the calling numbers are ordered in the selected time interval according to the order of the ordered numbers;
after the calling number with the reserved number is called and connected, the calling number is connected according to the sequencing sequence of the queuing numbers;
if the calling number corresponding to the reserved number is not called in the selected time interval, the priority access right is reserved for the calling number which is not called in the selected time interval in the set time.
5. The method of claim 1, wherein the phone system stores the agent number, the call time and the call duration of all the called agents, and provides a call statistics report, wherein the call statistics report is provided according to a set period and rule, or is provided according to a manually set time range and/or the agents.
6. The method of claim 1, wherein the pushing queuing waiting message is performed as follows:
according to the sequencing sequence of the queuing numbers, the set multiple of the number of the customer service agents is used as the number of each group, and the calling numbers corresponding to the queuing numbers are grouped;
and simultaneously sending queuing waiting information to the calling numbers of the same group according to the set push advance time or push period.
7. The method of claim 1, wherein the pushed queue waiting information comprises an estimated waiting time, and the estimated waiting time is obtained by:
firstly, the average call duration of a single calling number is calculated by the following formula:
in the above formula, T Are all made of Represents an average call duration; n represents the number of connected calling numbers; t is k Indicating the call duration of the kth calling number;
and then, calculating the pre-estimated waiting time by adopting the following formula according to the number of the customer service seats and the number of queuing rounds with the front sequencing sequence:
in the above formula, t k Indicating the estimated waiting time of the kth calling number; n is Front side The number of queuing rounds with the sequencing order before the kth calling number is represented; m is a unit of Mat Representing the number of customer service agents; t is Are all made of Represents an average call duration;
and the telephone system sets a re-estimation period of the pre-estimated waiting time, and each re-estimation period recalculates and pushes the pre-estimated waiting time.
8. The method of claim 1, wherein the queuing number is a sequence number of incoming calls received by the telephone system in the same day according to the sequence of the incoming call time;
the phone system is provided with a queuing number waiting list, wherein queuing numbers, calling numbers and queuing waiting information pushing forms are listed in the queuing number waiting list, and the queuing numbers which pass through are removed from the queuing number waiting list;
the queuing number waiting list is cleared and reset once a day, and the clearing and resetting time is set.
9. The method of claim 7, wherein the phone system sets a call-in time threshold for incoming calls again, forms a suggested call-in time period for incoming calls again through calculation according to the call-in time threshold and the estimated waiting time period, and pushes the suggested call-in time period for incoming calls again to the corresponding calling number;
when receiving the call again, judging whether the call is in the suggested call again time period, if so, listing the calling number of the call again in the connection queue, otherwise, not listing the calling number in the connection queue;
if an incoming call is received after the suggested call re-entry period, the calling number of the incoming call is treated as a new incoming call, and the queuing number is reassigned.
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| CN103647885A (en) * | 2013-12-31 | 2014-03-19 | 上海大学 | Multi-attribute intelligent vehicle-mounted call center queuing method |
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| CN108391021B (en) * | 2018-02-05 | 2021-01-05 | 深圳前海微众银行股份有限公司 | Queuing service management method, device, system and storage medium |
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| CN101340493A (en) * | 2008-07-30 | 2009-01-07 | 华为技术有限公司 | Calling method and calling center based on off-line waiting |
| CN103647885A (en) * | 2013-12-31 | 2014-03-19 | 上海大学 | Multi-attribute intelligent vehicle-mounted call center queuing method |
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