CN101645987B - Routing system and routing method for call center - Google Patents

Abstract

A routing system of a call center includes a configuration management module for configuring routing strategies and strategy parameters, and the routing strategies include one or more of familiar routing strategies, regional strategies, agent skill ratio strategies, and agent skill priority strategies The database is used to store the data configured by the configuration management module; the preprocessing module is used to query the database according to the routing request of the call, and calculates the corresponding strategy and routing strategy parameters and sends them to the routing queuing module; the routing queuing module is used for Select an idle agent with the specified skills as a candidate agent, and execute each routing strategy in turn to find a suitable agent for the call. If not found, the call will enter the queuing buffer. It is also used to determine the acceptance in the queuing buffer when the agent is free. Service call, and return the processing result to the service platform. The call center routing method and system of the invention improve the performance and processing speed of the call center system.

Description

Routing system and method for a call center

technical field

The invention relates to the field of data communication, in particular to a routing system and method of a call center.

Background technique

The call center, also known as the customer service system, is an information system used to provide users with multiple access methods such as telephone, fax, and email. 1860 in the telecommunications industry, 95555 in the financial industry, etc. The core function of the call center is to find a suitable agent for a suitable user (that is, routing strategy and queuing strategy), and then establish a call between the user and the agent, so as to realize the service to the user. The routing strategy is how to select the most suitable agent to provide service from among these agents when there are multiple agents who can provide services for users. According to application requirements, the customer service system should be able to select agents based on a single routing strategy, and select agents based on a combination of multiple strategies.

The customer service system is developing towards a centralized and large-scale direction. The existing decentralized customer service systems are relatively small in scale, and the routing strategies adopted are also very simple. The strategies used include designated agent routing, skill-based routing, and first-serve-first-serve rules. The current single-policy routing can no longer meet the requirements of large-scale call centers and outsourced call centers:

1. In the large-scale customer service system that is centralized in the whole province, it is necessary to allow agents in the same area to serve users to reflect localized services;

2. In a large-scale customer service system, there are a large number of agents with the same skill. It is necessary to effectively balance the priority of agent skills and the workload of agents. Skilled agents cannot be overloaded with work, while ordinary agents are idle for a long time.

3. In the large-scale customer service system, the routing processing speed must be increased to face the performance pressure of the province-wide user service.

4. In a large-scale customer service system, it must be able to combine various routing strategies to meet the needs of different application scenarios according to application needs.

Contents of the invention

The technical problem to be solved by the present invention is to provide a call center routing method and system to improve the performance and processing speed of the call center system.

In order to solve the above-mentioned problems, the present invention provides a routing system of a call center, which is used to process routing requests of calls. The system includes a configuration management module, a database, a preprocessing module and a routing queuing module, wherein,

The configuration management module is used to configure routing strategies and strategy parameters, and the routing strategies include one or more of familiar routing strategies, regional strategies, agent skill ratio strategies, and agent skill priority strategies;

The database is used to store data configured by the configuration management module;

The preprocessing module is used to query the database according to the routing request of the call, calculate the corresponding strategy and routing strategy parameters and send them to the routing queuing module;

The routing queuing module is used to select an idle seat with specified skills as a candidate seat, and executes each routing strategy in turn to find a suitable seat for the call. If not found, the call enters the queuing cache, and is also used to wait for the seat When idle, determine the calls that are serviced in the queuing cache, and return the processing results to the service platform.

Further, the agent skill priority strategy refers to configuring a skill level for each skill of each agent in advance, and when executing the strategy, select the agent with the highest skill level from the agents with skills to provide services for users; Agent skill ratio strategy refers to pre-configuring a ratio of service times for each skill of each agent. When this strategy is executed, the agent whose service times on the specified skill does not reach the specified ratio is selected from the agents with skills to give priority to the user. Serve.

Further, the routing queuing module executes each routing strategy sequentially according to a preset order. If a unique agent is found after executing a certain strategy, the agent provides services for the call. If all routing strategies are executed, there is If there are multiple qualified idle seats, the seat to provide service will be determined according to the principle of first idle, first served.

Further, the configuration management module is also used to set the routing overflow strategy, the routing overflow strategy refers to when no idle agent with specified skills is found to provide services for the user, the user overflows to other virtual centers, overflows to other skills, overflows To voice mailbox, overflow to sub-services or overflow to other agents, routing overflow policy parameters include overflow type and overflow code, after the routing policy is executed, if no qualified agent is found, it is judged whether to configure the routing overflow policy, if so, then Overflow according to route overflow policy.

Further, the configuration management module is also used to configure the queuing strategy, the queuing strategy refers to the strategy of determining the calls to be served in the queuing buffer when an agent is idle, including the user priority promotion strategy and the agent skill priority strategy. One or two, the user priority promotion strategy refers to the strategy applied when the user cannot find the corresponding seat temporarily and enters the queuing buffer queue, and the strategy parameters include the promotion cycle and the number of promotions each time.

Further, the queuing cache is a two-dimensional array determined by skills and user priorities.

In order to solve the above technical problems, the present invention also provides a call center routing method, which is implemented based on a call center routing system and is used to process call routing requests. The system includes a configuration management module, a database, a preprocessing module and a routing Queuing module, the method includes the following steps:

(a) configuring routing strategies and strategy parameters for the routing system through the configuration management module, wherein the routing strategies include one or more of familiar routing strategies, regional strategies, agent skill ratio strategies and agent skill priority strategies;

(b) The preprocessing module receives the user routing request, queries the database according to the routing request of the call, calculates the corresponding strategy and routing strategy parameters and sends them to the routing queuing module;

(c) The routing queuing module selects an idle seat with specified skills as an alternate seat, and executes each routing strategy in turn to find a suitable seat for the call. If not found, the call enters the queuing cache. When an seat is idle, determine Queue the calls received in the buffer and return the processing results to the service platform.

Further, the agent skill priority strategy refers to configuring a skill level for each skill of each agent in advance, and when executing the strategy, select the agent with the highest skill level from the agents with skills to provide services for users; Agent skill ratio strategy refers to pre-configuring a ratio of service times for each skill of each agent. When this strategy is executed, the agent whose service times on the specified skill does not reach the specified ratio is selected from the agents with skills to give priority to the user. Serve.

Further, in step (c), the routing queuing module executes each routing strategy sequentially according to the preset order. If a unique agent is found after executing a certain strategy, the agent provides service for the call. Routing strategy, if there are multiple qualified idle seats, the service agent will be determined according to the principle of first idle, first served.

Further, the configuration management module in the step (a) also sets a route overflow policy, and the route overflow policy refers to that when an idle seat with specified skills is not found to provide services for the user, the user is overflowed to other virtual centers, overflowed to other Skills, overflow to voice mailbox, overflow to sub-services or overflow to other agents, routing overflow strategy parameters include overflow type and overflow code, when all routing strategies in step (c) are executed and no qualified agent is found, it is judged whether to configure Routing overflow strategy, if there is, overflow according to the routing overflow strategy.

Further, the configuration management module in step (a) also configures a queuing strategy, which refers to a strategy for determining calls to be served in the queuing cache when an agent is idle, including user priority promotion strategies, agent skill priority One or both of the strategies, the user priority promotion strategy refers to the strategy applied when the user cannot find the corresponding seat temporarily and enters the queuing buffer queue, and the strategy parameters include the promotion cycle and the number of promotions each time.

Further, in step (c), the queue buffer is a two-dimensional array determined by skills and user priorities.

The call center routing method and system of the present invention complete time-consuming operations such as accessing databases and routing strategy calculations through the preprocessing module, and multiple preprocessing modules can be set to greatly improve system performance; and the queuing cache adopts the "user priority-skill matrix "Two-dimensional queue, a skill and a user priority jointly determine a queue. In this way, each waiting queue can be randomly accessed according to skills and priorities during policy processing. This two-dimensional queue greatly improves the processing speed of the call center.

Description of drawings

Fig. 1 is a structural diagram of the routing system of the call center of the present invention.

Fig. 2 is a schematic diagram of the routing method of the call center of the present invention.

Fig. 3 is a flowchart of a specific embodiment of the routing method of the call center of the present invention.

Detailed ways

The call center routing system of the present invention includes: a configuration management module, a database, a preprocessing module and a routing queuing module, wherein,

The configuration management module is used to realize the configuration of various data, including the configuration of the routing policy, the configuration of the region, and the configuration of the user priority calculation method;

The configurable strategies for each skill include routing strategy, routing overflow strategy and queuing strategy. Routing strategies include familiar routing strategy, area strategy, agent skill priority strategy, and agent skill ratio strategy; if multiple routing strategies are configured, they can be Set the routing policy execution sequence and policy-related parameters.

Familiar routing strategy: select the agent who has served the user last time from the agents who have the skills requested by the user to continue serving the user.

Regional strategy: Including the general regional strategy that stipulates that local agents give priority to serving users or the mandatory regional strategy that only local agents can serve users.

Agent skill priority strategy: pre-configure a skill level for each skill of each agent to reflect the difference in proficiency of different agents for different skills; when implementing the strategy, select the agent with the highest skill level from the agents with skills Provide services to users, so that users can get the service of the most skilled agents.

Agent skill ratio strategy: pre-configure a service frequency ratio for each skill of each agent. When this strategy is executed, the agent whose service times on the specified skill does not reach the specified ratio is selected from the agents with skills to give priority to the user. Serve. This balances the workload among the agents so that the most skilled agents are not overly busy and overworked, while the less skilled agents are especially free.

The skill ratio represents the weight of service times among the various skills of the same agent, and the sum of the ratios of all skills of an agent is 100%;

In a large-scale customer service system, there are a large number of agents with the same skills, which is more likely to cause the phenomenon that skilled agents are too busy. The agent skill ratio strategy solves this problem.

For a certain call, the routing overflow strategy or queuing strategy is a strategy that is executed when no qualified agent is found after all routing strategies are executed.

Routing overflow strategy: When no idle agent with specified skills is found to provide services for users, users can be overflowed to other virtual centers, other skills, voice mailboxes, sub-services, and other agents.

Routing overflow policy parameters include overflow type and overflow code.

Overflow type: overflow to other virtual centers, overflow to other skills, overflow to voice mail, overflow to sub-services, overflow to other agents.

Configure overflow code: virtual center number when overflowing to other virtual centers, skill number when overflowing to other skills, voicemail service access code when overflowing to voice mailbox, sub-service access code when overflowing to sub-service, overflow The agent's phone number when arriving at another agent.

A large-scale customer service system should provide services to users across the province. When the number of users requesting a certain service (skill) is very large, but the number of agents is relatively small, it is necessary to use the routing overflow strategy to transfer users to other virtual centers, other skills, voice mail, sub-services or other agents, so that users can get basic Human services or other friendly non-manual services ensure service quality and user satisfaction.

The queuing strategy includes user priority promotion strategy, agent skill strategy, etc.

The user priority promotion strategy means that when no idle agent with the specified skills is found to provide services for the user, the user waits on the queue buffer, and when the waiting time exceeds the set time, the user's priority is raised, which makes it easier for the user get served.

A large-scale customer service system should provide services to users across the province. When the number of users requesting a certain service (skill) is extremely large, and the number of agents is relatively small, it may happen that only users with high priority can get service, while users with relatively low priority will always be unable to get service and fail over time. The user priority promotion strategy makes a balance between priority and waiting time, so that low-priority users who have been waiting for a long time can also have the opportunity to get service.

The database is used to save various configuration data, which are configured by the management module and used by other modules of the system.

The preprocessing module is used to preprocess user requests.

According to the skills specified in the routing request, the preprocessing module finds a pre-set preprocessing strategy (it can be a single strategy or a combined strategy), calculates the user's area code and user priority, and then combines the routing strategy, and Send the preprocessing result to the routing queuing module.

In the prior art, a call center has only one routing and queuing module without a preprocessing module, which cannot meet the performance requirements of a large-scale call center. Since the preprocessing module completes time-consuming operations such as accessing the database and routing policy calculation, and multiple preprocessing modules can be set, the system performance is greatly improved.

The routing queuing module completes the processing of the routing strategy, and is used to select an idle agent with specified skills as a candidate agent, and executes each routing strategy in turn to find a suitable agent for the call. If not found, the call enters the queuing buffer and returns It is used to determine the serviced calls in the queuing cache while waiting for the agent to be free, and return the processing result to the service platform.

After the routing queuing module finishes processing the routing request for the call (finds the corresponding agent), it returns the processing result to the service platform through the preprocessing module.

The routing queuing module adopts a "user priority-skill matrix" two-dimensional queue. A skill and a user priority together define a queue. In this way, each waiting queue can be randomly accessed according to skills and priorities during policy processing. This two-dimensional queue greatly improves the processing speed of the call center.

In the prior art, the queuing cache is a one-dimensional queue, that is, one queue is set for each skill, or one queue is set for the whole system, and all waiting calls wait on the one-dimensional queue. In this way, the query efficiency during policy processing is very low, which cannot meet the requirements of large-scale call centers.

If the user priority promotion strategy is adopted, it is necessary to pre-set the promotion period and the number of promotion levels each time. The promotion period is the time that the call waits in the queuing buffer

The routing method based on the above call center routing system comprises the following steps:

Step 201: Configuring skills and routing policies for each skill for the routing system through the configuration management module;

One or more routing policies for each skill can be set as required.

Step 202: the preprocessing module receives the user routing request, queries the database according to the routing request of the call, calculates the corresponding strategy and routing strategy parameters and sends them to the routing queuing module;

Step 203: The routing queuing module selects an idle agent with specified skills as an alternative agent, and executes each routing strategy in turn to find a suitable agent for the call. If not found, the call enters the queuing cache. When an agent is idle, determine Queue the calls received in the buffer and return the processing results to the service platform.

The following is a detailed description of the routing method of the call center of the present invention by taking a certain skill configuration regional strategy, agent priority promotion strategy and agent skill priority strategy as examples:

Step 301: Configure skills for the system on the configuration management module (skills refer to the services that an agent can provide to users, and a service is a skill). Each skill can be configured with one or more of the following routing strategies, and can specify The order in which policies are executed.

Alternative strategies include:

Familiar routing strategy: select the agent who has served the user last time from the agents who have the skills requested by the user to continue serving the user.

Regional strategy: Including the general regional strategy that stipulates that local agents give priority to serving users or the mandatory regional strategy that only local agents can serve users.

Agent skill priority strategy: pre-configure a skill level for each skill of each agent to reflect the difference in proficiency of different agents for different skills; select the agent with the highest skill level from the agents with skills to provide services for users , so that users get the service of the most skilled agents.

Agent skill ratio strategy: From the agents with skills, the agents whose service times on the specified skills do not reach the specified ratio are selected to provide services to users first. This balances the workload among agents so that the most skilled agents are not overwhelmed.

Pre-configure a service frequency ratio for each skill of each agent so that highly skilled agents are not overworked and moderately skilled agents are especially idle. The skill ratio represents the weight of service times among the various skills of the same agent, and the sum of the ratios of all skills of an agent is 100%;

Routing overflow strategy: When no idle agent with specified skills is found to provide services for users, users can be overflowed to other virtual centers, other skills, voice mailboxes, sub-services, and other agents. A large-scale customer service system should provide services to users across the province. When the number of users requesting a certain service (skill) is very large, but the number of agents is relatively small, it is necessary to use the routing overflow strategy to transfer users to other virtual centers, other skills, voice mail, sub-services or other agents, so that users can get basic Human services or other friendly non-manual services ensure service quality and user satisfaction.

The overflow type and overflow code need to be configured.

Overflow type: overflow to other virtual centers, overflow to other skills, overflow to voice mail, overflow to sub-services, overflow to other agents.

Configure overflow code: virtual center number when overflowing to other virtual centers, skill number when overflowing to other skills, voicemail service access code when overflowing to voice mailbox, sub-service access code when overflowing to sub-service, overflow The agent's phone number when arriving at another agent.

User priority promotion strategy: When no idle agent with the specified skills is found to provide services for the user, the user waits on the queuing cache. When the waiting time exceeds the set time, the user's priority is raised, which makes it easier for the user get served.

When the corresponding agent cannot be found temporarily for the user and enters the queuing buffer queue, this policy is applied, and the promotion cycle and the number of each promotion level need to be configured.

For example: set the maximum waiting time for users to 30 seconds, and increase the priority every 5 seconds.

Step 302: When the user requests the operator's service from the system, the service platform UP10 sends a routing request to the preprocessing module with a CpQueueReq message.

Step 303: The preprocessing module obtains the skill requested by the user according to the key track specified in the routing request.

Step 304: The preprocessing module queries the database according to the skill, obtains the policies configured on the skill, and arranges these policies in a specified order.

Step 305: The preprocessing module queries the database according to the user's phone number to obtain the user's area code, and then puts it into the preprocessing result.

The area code is the code of the service area, and a service area can contain one or more administrative areas.

Step 306: The pre-processing module calculates the priority of the user according to the key track and the set pre-processing strategy.

User priority is an inherent attribute of each user. When there are many users and few agents, high-priority users are more likely to be served.

The way to calculate the priority can be:

Determine user priority based on keystroke trajectory;

Customer routing table strategy: query user priority from the database according to the calling number;

Enumeration method: According to various dimensions (such as: incoming area, access code, language classification, call type, network type) and the combination of dimension values, determine the priority of the user.

Step 307: The preprocessing module uses RouteQueueReq to send the preprocessing result to the routing queuing module.

Step 308: The routing queuing module executes each strategy (comprising familiar routing strategy, regional strategy, agent skill priority strategy, and agent skill ratio strategy) in turn according to the order of strategies in the preprocessing results. , there is only one candidate seat left, let this seat provide service for the user, if there are more than one candidate seat left after processing all the routing strategies, then select the first idle seat to provide service for the user;

The routing queuing module executes each routing strategy except the routing overflow strategy sequentially according to the order specified in the preprocessing result. The routing queuing module first selects an idle seat with specified skills as a candidate seat. If there are multiple candidate seats, execute the first strategy. After the first strategy is processed, if there are multiple candidate seats, continue to execute the next strategy until the only seat is selected or all strategies are executed. If there are many idle seats left after all policies are executed, the only seat will be selected according to the principle of first idle, first served.

If no suitable agent is found to provide service for the user after the policy processing, and the routing overflow policy is specified in the preprocessing result, then step 310 is executed;

Step 309: The routing queuing module returns the queuing success and the phone number of the agent to UP10, and then UP10 can establish a call between the user and the agent to realize the service to the user.

Step 310: return overflow type and overflow code to UP10 with RouteQueueAck message, overflow the user to other virtual centers, other skills, voice mailboxes, sub-services or other seats; if no routing overflow policy is specified, then the user enters the queuing buffer for queuing, And execute step 311;

Step 311: The queuing cache presets queuing policies, including user priority promotion policies, agent skill priority and other policies equivalent to routing policies.

When the waiting time of the user on the queuing cache reaches the promotion period specified in the user priority promotion policy, the user's priority will be raised to the specified level, so that when there is an idle seat, the user is more likely to be served.

As can be seen from the above description, the call center routing method and system of the present invention complete time-consuming operations such as accessing databases and routing strategy calculations through the preprocessing module, and multiple preprocessing modules can be set, which greatly improves system performance; and the queuing cache adopts "User priority-skill matrix" two-dimensional queue, a skill and a user priority jointly determine a queue. In this way, each waiting queue can be randomly accessed according to skills and priorities during policy processing. This two-dimensional queue greatly improves the processing speed of the call center.

In addition, the present invention provides a plurality of routing strategies different from existing strategies, such as the agent skill ratio strategy, which pre-configures a service times ratio for each skill of each agent, and when executing this strategy, select from the agents with skills The agents who have not reached the specified ratio of service times for their specified skills will provide services to users first. This balances the workload among the agents so that the most skilled agents are not overly busy and overworked, while the less skilled agents are especially free.

And when there is no corresponding agent to provide service temporarily, the routing overflow strategy transfers the user to other virtual centers, other skills, voice mailboxes, sub-services or other agents, so that users can get basic manual services or other friendly non-manual services. Guaranteed service quality and user satisfaction.

In addition, the user priority promotion strategy makes a balance between priority and waiting time, so that low-priority users who have been waiting for a long time can also have the opportunity to get service.

According to the needs of different applications, the call center applying the routing method and routing system of the present invention finds the most suitable agent from multiple agents to provide services for users by configuring different routing strategies or a combination of routing strategies, thereby improving user satisfaction and The market share has obvious economic and social benefits.

Claims (10)

1. the route system of a call center is used to handle the route requests of calling, it is characterized in that this system comprises Configuration Manager, database, pretreatment module and routing queue module, wherein,

Described Configuration Manager is used to dispose routing policy and policing parameter, and described routing policy comprises one or more in acquaintanceship routing policy, area strategy, seat technical ability ratio strategy and the seat technical ability priority policy;

Described database is used for the data that the stored configuration administration module disposes;

Described pretreatment module is used for according to the route requests of calling out, and Query Database calculates corresponding strategy and routing policy parameter and sends to routing queue module;

Described routing queue module, be used to select have specify technical ability idle seat as alternative seat, and carry out each routing policy successively, for suitable seat is found in calling, this calling enters the queuing buffer memory if do not find then, also be used to wait for when seat is idle, determine the calling of the service of accepting in the queuing buffer memory, and return result to business platform; Described queuing buffer memory is the two-dimensional array of being determined by technical ability and owner priority, and a technical ability and a User Priority are determined a formation jointly.

2. the system as claimed in claim 1, it is characterized in that: described seat technical ability priority policy refers to, be technical ability rank of each technical ability configuration of each seat in advance, during implementation strategy, from the seat that has technical ability, select the highest-ranking seat of technical ability and provide service for the user; Described seat technical ability ratio strategy refers to be service times ratio of each technical ability configuration of each seat in advance, when carrying out this strategy, from the seat that has technical ability, select its seat of specifying service times on technical ability not reach the ratio of appointment and be preferably the user service is provided.

3. the system as claimed in claim 1, it is characterized in that: described routing queue module is according to the order that sets in advance, carry out each routing policy successively, if after carrying out certain strategy, find unique seat, then provide service for calling by this seat, if execute all routing policies, a plurality of qualified idle seats are arranged,, determine to provide the seat of service then according to elder generation's not busy service earlier principle.

4. the system as claimed in claim 1, it is characterized in that: described Configuration Manager is used to that also route is set and overflows strategy, described route is overflowed strategy and is referred to not find when having the idle seat of specifying technical ability and providing service for the user, the user is spilt into other technical ability, spills into voice mail, spills into subservice or spills into other seats, route is overflowed policing parameter and is comprised overflow type and overflow sign indicating number, routing policy executes, when not finding qualified seat, judge whether that then disposing route overflows strategy, if have, then overflow strategy and overflow according to route.

5. the system as claimed in claim 1, it is characterized in that: described Configuration Manager also is used to dispose queuing policy, when described queuing policy refers to have seat idle, determine the strategy of the calling of the service of accepting in the queuing buffer memory, comprise that User Priority promotes one or both in strategy, the seat technical ability priority policy, described User Priority promotes strategy, refer to when temporarily can not find corresponding seat for the user, after entering the queuing of queuing buffer memory, the strategy of using, policing parameter comprise lifting cycle and each progression that promotes.

6. the method for routing of a call center, it is characterized in that this method realizes based on call center's route system, is used to handle the route requests of calling, this system comprises Configuration Manager, database, pretreatment module and routing queue module, and this method may further comprise the steps:

(a) be this route system configuration routing policy and policing parameter by Configuration Manager, described routing policy comprises one or more in acquaintanceship routing policy, area strategy, seat technical ability ratio strategy and the seat technical ability priority policy;

(b) pretreatment module receives user's route requests, and according to the route requests of calling out, Query Database calculates corresponding strategy and routing policy parameter and sends to routing queue module;

(c) routing queue module select have specify technical ability idle seat as alternative seat, and carry out each routing policy successively, for suitable seat is found in calling, this calling enters the queuing buffer memory if do not find then, when seat is idle, determine the calling of the service of accepting in the queuing buffer memory, and return result to business platform; Described queuing buffer memory is the two-dimensional array of being determined by technical ability and owner priority, and a technical ability and a User Priority are determined a formation jointly.

7. method as claimed in claim 6, it is characterized in that: described seat technical ability priority policy refers to, be technical ability rank of each technical ability configuration of each seat in advance, during implementation strategy, from the seat that has technical ability, select the highest-ranking seat of technical ability and provide service for the user; Described seat technical ability ratio strategy refers to be service times ratio of each technical ability configuration of each seat in advance, when carrying out this strategy, from the seat that has technical ability, select its seat of specifying service times on technical ability not reach the ratio of appointment and be preferably the user service is provided.

8. method as claimed in claim 6, it is characterized in that: in the step (c), routing queue module is carried out each routing policy successively according to the order that sets in advance, if after carrying out certain strategy, find unique seat, then provide service for calling,, a plurality of qualified idle seats are arranged if execute all routing policies by this seat, then, determine to provide the seat of service according to elder generation's not busy service earlier principle.

9. the method described in claim 6, it is characterized in that: Configuration Manager described in the step (a) also is provided with route and overflows strategy, described route is overflowed strategy and is referred to not find when having the idle seat of specifying technical ability and providing service for the user, the user is spilt into other technical ability, spill into voice mail, spill into subservice or spill into other seats, route is overflowed policing parameter and is comprised overflow type and overflow sign indicating number, all routing policies execute when not finding qualified seat in the step (c), judge whether that then disposing route overflows strategy, if have, then overflow strategy and overflow according to route.

10. method as claimed in claim 6, it is characterized in that: Configuration Manager also disposes queuing policy described in the step (a), when described queuing policy refers to have seat idle, determine the strategy of the calling of the service of accepting in the queuing buffer memory, comprise that User Priority promotes one or both in strategy, the seat technical ability priority policy, described User Priority promotes strategy, refer to when temporarily can not find corresponding seat for the user, after entering the queuing of queuing buffer memory, the strategy of using, policing parameter comprise lifting cycle and each progression that promotes.

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