CN1208939C - A network call processing method - Google Patents

Abstract

The present invention relates to a network calling center system and a network calling processing method, and the network calling center system is composed of a plurality of local calling centers. The network calling center system is characterized in that a network intelligence routing center capable of assisting a calling to transfer among different local calling centers is arranged among the local calling centers, the local calling centers are respectively connected with the network intelligence routing center, one network call center is formed, each local calling center is in interaction with other calling centers through the network intelligence routing center, and the calling routing process or the calling transferring process and the calling quality testing process are completed. Because the network calling center system and the network calling processing method is added with the network intelligence routing center NIRC, and the network calling center is formed by an MRC, the calling routing process or the calling transferring process is conveniently carried out through the NIRC, and the calling whole network equilibrium distribution and the whole network access of resources are achieved.

Description

A network call processing method

technical field

The invention relates to the technical field of communication, in particular to a network call center system in the communication field and a network call processing method thereof.

Background technique

Each single-point call center in the existing network call center system includes queuing machine, queuing machine peripherals (voice station, fax station, etc.), call center server, automatic call processing server, application server, agent group, database and so on. The single point call centers are independent of each other, resources cannot be shared across the network, and calls cannot be distributed evenly across the network. A relatively low grade restricts the development of the call center system and causes waste of resources.

Contents of the invention

The purpose of the present invention is to address the shortcomings of the prior art, on the one hand to provide a network call center system that can make calls be distributed uniformly and share resources in multiple local call centers. On the other hand, it provides a network call processing method that can ensure that calls can be distributed evenly across the network, resources can be accessed across the network, and can effectively improve the service level and efficiency of a call center system.

The purpose of the present invention is achieved through the following technical solutions:

On the one hand, the network call center system is composed of a plurality of local call centers, which is characterized in that there is a network intelligent routing center that can assist calls to transfer between different local call centers, and the multiple local call centers The call centers are respectively connected with the network intelligent routing center to form a network call center; each local call center interacts with other call centers through the network call center to complete the call routing or transfer process and the quality inspection process.

On the other hand, the network call processing method of the network call center system comprises the following steps:

a) After the mth call center receives the call, it judges whether the network routing request condition is satisfied, and if the condition is not satisfied, the call processing is performed inside the call center; otherwise, a network routing request is initiated to the network intelligent routing center;

b) After receiving the network routing request of the mth call center, the network intelligent routing center searches for the nth call center as the destination device and judges whether to allow routing according to the routing conditions. If routing is not allowed, then directly call the mth call center The center returns information that the routing request failed; otherwise

c) The network intelligent routing center creates a self-interaction control block and saves the relevant information of the routing request, and then forwards the routing request to the nth call center;

d) After the nth call center receives the routing request, it judges whether to allow routing according to its own current device status and routing conditions, and if not, returns the information that the routing request failed to the network intelligent routing center; otherwise,

e) According to the received routing request information, create a virtual call object, record the network call information and original call information, and return the response information of the successful routing request to the network intelligent routing center at the same time. The calling and called addresses that should be used for media calls;

f) The network intelligent routing center records the successful response information of the routing request, and forwards the successful response information of the routing request to the mth call center;

g) The mth call center finds its own call control block according to the call object, records the corresponding control block of the network intelligent routing center, maintains the current call, and initiates to the nth call center according to the calling and called addresses specified in the network routing request response information media calls;

h) After the nth call center receives the media call from the mth call center, it finds the network routing virtual call and converts the virtual call into an actual call. At the same time, after the nth call center answers the call, it sends a media call to the network intelligent routing center Call arrival notification, confirm call transfer arrival;

i) After the mth call center receives the off-hook signal of the nth call center, the connection of the call is maintained, and after the operation is completed, a call transfer completion notification is sent to the network intelligent routing center to confirm that the call transfer is completed;

The present invention adds a network intelligent routing center NIRC that can assist calls to route or transfer between different call centers on the basis of the traditional call center system, and forms each independent local call center into a network call center through the NIRC, Each call center can route or transfer calls to other call centers on the network through the network intelligent routing center NIRC, and can provide resources to other call centers in turn, so that when a user initiates a call to a certain call center, the call center When the call center agents are all busy, the call center can request routing from the NIRC by using the network routing strategy, and the user's call can be routed to another call center, and the call center can be routed through the transfer cooperation between the two call centers. The agent of another call center provides services for the user, so as to realize the balanced allocation of calls and the access of resources on the whole network, which can not only make full use of the resources of the whole network and effectively improve the efficiency of call connection, but also can save time without increasing Improve the service level of the call center under the situation of resources, reach the purpose of the present invention.

Describe in detail the implementation process and working principle of the present invention below in conjunction with accompanying drawing:

Description of drawings

Fig. 1 is a composition schematic diagram of the present invention;

Fig. 2 is the realization flowchart of the present invention;

Fig. 3 is the realization flowchart of quality inspection supervision among the present invention;

Fig. 4 is a flow chart of the implementation of quality inspection playback in the present invention.

Detailed ways

As shown in Fig. 1, a kind of network call center system of the present invention is made up of a plurality of local call centers, that is, single-point call centers, wherein an assisting call center is set between each local call center. A network intelligent routing center for routing or transfer, and the multiple local call centers are respectively connected with the network intelligent routing center to form a network call center; each local call center interacts with other call centers through the network intelligent routing center to complete Call routing or transfer process and network-wide quality inspection process.

As shown in Fig. 1 and Fig. 2, the network call processing method realized by the above-mentioned network call center system comprises the following steps:

a) After the mth call center receives the call, it judges whether the network routing request condition is satisfied. The so-called network routing request condition is based on the location of the single-point call center, that is, the mth call center itself described in this embodiment. The conditions specified by the status of the call, because the cost of the network routing of the call is obviously higher than that of the local route, and it takes a certain amount of time, so the network routing request can specify conditions, such as all agents are busy, or more precisely, the call queue When the number of calls is greater than a certain value, or the ratio of the number of waiting calls to the number of agents is greater than a certain value, or the average waiting time is greater than a certain value, the network routing request strategy is implemented. These situations correspond to when the mth call center is the original call, that is, when a local agent group is all busy, the call can be transferred to the corresponding call center according to the comparison of the busyness of the same skill group in other call centers. Agent; when the result of the judgment is that the above-mentioned call does not meet the routing request condition, then call processing is performed inside the call center; otherwise, a network routing request is initiated to the network intelligent routing center NIRC, wherein the network routing request includes the request routing Destination device, network call information, original call information, additional information of call data;

Meanwhile, the call described in this step may be an original call initiated by a user as shown in FIG. 1 , and at this time, the mth call center is the originator of the original call. It may also be that the call is a non-original call initiated by another call center in the network call center, and in this case, the mth call center is the non-original call originator.

b) After receiving the network routing request from the mth call center, the network intelligent routing center NIRC searches for the nth call center as the destination device and judges whether routing is allowed according to the routing conditions. If routing is not allowed, it will directly call the mth call center The center returns information that the routing request failed; otherwise

c) The network intelligent routing center creates a self-interaction control block and saves the relevant information of the routing request. NIRC saves some information in the routing process in the created self-interaction control block, including the original call object, the source call object, and the destination call object. , various time points in the routing process, used to generate network routing process bills, and: the time when the source call center initiates the routing request, the time when the destination call center responds to the routing, the time when the source call center confirms, the time when the destination call center confirms, etc. Then forward the routing request to the nth call center;

At the same time, after the network intelligent routing center NIRC receives the network routing request of the mth call center, the process of finding the nth call center as the destination device includes the following steps:

b1) Create a routing transfer fee table and a device status table in the network intelligent routing center; where F(m, n) is used to represent the route from the mth local call center to the nth local call center in the routing transfer fee table Cost, use S(d, n) in the equipment state table to represent the equipment occupancy rate of the shared equipment d on the nth local call center;

b2) When the mth local call center initiates a routing request to the network intelligent routing center, according to the shared device d included in the routing request information, use the formula R(m, d, n)=F(m, n)*S( d, n) Find an n to minimize the value of R(m, d, n), and determine n as the destination device of the route, where R(m, d, n) means that the call on the shared device d is from m local call centers The relative cost of routing to the nth local call center.

d) After the nth call center receives the routing request, it judges whether to allow routing according to its own current device status and routing conditions, and if not, returns the information that the routing request failed to the network intelligent routing center; otherwise,

e) Create a virtual call object according to the received routing request information, record the network call information and original call information, and return the successful response information of the routing request to the network intelligent routing center at the same time, including the media call information transferred this time The address of the calling party and the called party, the virtual call ID of this transfer;

f) The network intelligent routing center records the successful information of the routing request and records the virtual call identifier of the nth call center; and forwards the successful response information of the routing request to the mth call center, if the mth call center is not the original call initiator, At the same time, send the notification information of call transfer to the originator of the original call, and the content of the notification information is consistent with the content of the successful response information of the routing request;

g) The mth call center finds its own call control block according to the call object, records the corresponding control block of the network intelligent routing center, maintains the current call, and initiates a media call to the nth call center according to the calling and called addresses specified in the response information;

h) After the nth call center receives the media call from the mth call center, it decomposes the virtual call identifier according to the routing access code, finds the network routing virtual call accordingly and converts the virtual call into an actual call, and at the same time the nth call center After answering the call, send a media call arrival notification to the network intelligent routing center to confirm the call transfer arrival;

i) After the network intelligent routing center receives the above-mentioned media call arrival notification, record the call transfer confirmation information;

j) After the mth call center receives the off-hook signal from the nth call center, it maintains the connection of the call. After the operation is completed, it sends a call transfer completion notification to the network intelligent routing center to confirm that the call transfer is completed;

k) After the network intelligent routing center receives the call transfer completion notification, record the call transfer completion confirmation information;

l) After both step j and step k are completed, the network intelligent routing center records the bill of the call transfer process, and releases the transaction interaction control block.

At the same time, the network call processing method realized by the network call center system also includes that the network call intelligent routing server provides each call center with a network-wide query of network-wide equipment and a call routing or transfer of a network-wide quality inspection, wherein the network-wide quality inspection includes Quality inspection supervision, quality inspection monitoring, quality inspection recording, quality inspection playback.

The above-mentioned quality inspection supervision or quality inspection monitoring or quality inspection recording is shown in Figure 3, including the following steps:

40) The quality inspector initiates a request for quality inspection supervision or quality inspection monitoring or quality inspection recording to the m-th call center. After receiving the request for quality inspection supervision or quality inspection monitoring or quality inspection recording, the m-th call center judges Whether the destination seat is in the call center, if yes, process it in the call center, otherwise initiate a quality inspection request to the network intelligent routing center;

41) After receiving the quality inspection request, the network intelligent routing center forwards the quality inspection request to the nth call center according to the location of the quality inspection destination;

42) After receiving the quality inspection request, the nth call center determines and confirms that the authority and the target agent are legal, creates a quality inspection virtual call, and returns a successful response message to the network intelligent routing center;

43) The network intelligent routing center forwards the successful response information of the quality inspection request to the mth call center;

44) The mth call center initiates a quality inspection media call to the nth call center after receiving the successful response information of the quality inspection request;

45) After the n-th call center receives the quality inspection media call of the m-th call center, it merges the quality inspection virtual call and the quality inspection actual call and connects them with the target agent, so that the quality inspector of the m-th call center can Agents of the nth call center monitor or monitor or record. The above quality inspection playback is shown in Figure 4, including the following steps:

50) The quality inspector initiates a quality inspection playback request to the m-th call center, and after the m-th call center receives the quality inspection playback request, it judges that the agent recording media file specified in the request information (such as the voice quality inspection file recorded by the agent ) is in the call center, if so, it will be processed in the call center, otherwise, a quality inspection request will be initiated to the network intelligent routing center;

51) After receiving the quality inspection request, the network intelligent routing center forwards the quality inspection request to the nth call center according to the location of the quality inspection destination;

52) After the nth call center receives the quality inspection request, after judging and confirming that the authority and the target agent are legal, create a quality inspection virtual call, and return the response information of the quality inspection request success to the network intelligent routing center;

53) The network intelligent routing center forwards the response information of the successful quality inspection request to the mth call center;

54) The mth call center initiates a quality inspection media call to the nth call center after receiving the successful response information of the quality inspection request;

55) After the n-th call center receives the quality inspection media call from the m-th call center, it combines the virtual quality inspection call with the actual quality inspection call and plays the designated quality inspection recording file for the call.

56) The nth call center sends the synchronous playback of the quality inspection event to the network intelligent routing center;

57) The network intelligent routing center forwards the quality inspection event to the mth call center for synchronous playback.

Claims (9)

1, a kind of calling network processing method, it is characterized in that, realize that by a kind of network call center system calling network handles, described network call center system is made up of a plurality of local calls center, but be provided with the Network Intelligent Routing Center that an assisting calling shifts between each local call center between different local calls center, described a plurality of local calls center is connected with Network Intelligent Routing Center respectively and forms a network call center system, each local call center is mutual by Network Intelligent Routing Center and other local call centers, finish the route of calling, transfer process and quality inspection process said method comprising the steps of:

A) after calling is received at m local call center, judge whether to satisfy network route requests condition,, then carry out call treatment in this inside, call center if do not satisfy condition; Otherwise, initiate the network route requests to Network Intelligent Routing Center;

B) after Network Intelligent Routing Center is received the network route requests at above-mentioned m local call center, search as n local call center of destination device and according to the route conditions at n local call center and judge whether to allow to implement route, if do not allow to implement route, then directly return the information of network route requests failure to m local call center; Otherwise

C) Network Intelligent Routing Center is created self mutual controll block and is preserved the relevant information of route requests, again to above-mentioned n local call center transmission network route requests;

D) after the network route requests is received at n local call center, judge whether to allow route, if do not allow then return the information of network route requests failure to Network Intelligent Routing Center according to himself current equipment state and route conditions; Otherwise

E) n local call center is according to the network routing information request of receiving, create the virtual call object, record network call information and original call information, return simultaneously the response message of network route requests success to Network Intelligent Routing Center, when comprising subsequently the media call of initiating reality in m local call center in the response message the calling and called address that should adopt;

F) response message of Network Intelligent Routing Center record network route requests success, and to the response message of m local call center transmission network route requests success;

G) Call Control Unit of self is found at m local call center according to call object, the corresponding control unit sequence number of record Network Intelligent Routing Center in the Call Control Unit of self, keep current calling, according to the calling and called address of appointment in the network route requests response message, initiate media call to n local call center;

H) after the media call at m local call center is received at n local call center, find the calling of network routing virtual and this virtual call is converted to actual call, n local call center is after replying this actual call simultaneously, send the media call arrival notice to Network Intelligent Routing Center, confirm that calling transfer arrives;

I) after the off hook signal at n local call center was received at m local call center, the connection of calling out kept, and after operation is finished, sent calling transfer to Network Intelligent Routing Center and finished notice, and the affirmation calling transfer is finished.

2,, it is characterized in that the calling described in above-mentioned steps a) is that described m local call center is the original call initiator by the Client-initiated original call according to the described calling network processing method of claim 1.

3, according to the described calling network processing method of claim 1, it is characterized in that the non-original call of the calling described in above-mentioned steps a) for initiating by other local call center of network call center, above-mentioned m local call center is non-original call initiator, this moment above-mentioned steps f) in the response message of Network Intelligent Routing Center record network route requests success, and behind the response message of m local call center transmission network route requests success, send the announcement information of calling transfer simultaneously to the original call initiator.

4, according to the described calling network processing method of claim 1, it is characterized in that above-mentioned steps b) in Network Intelligent Routing Center receive the network route requests at m local call center, the process of searching as n local call center of destination device may further comprise the steps:

B1) in Network Intelligent Routing Center, create route cost of transfer table and device status table; Wherein in route cost of transfer table, use the Route Metric of F (m, n) expression, in device status table, represent that with S (d, n) shared device d is n the supercentral equipment occupation rate of local call from m local call center to n local call center;

B2) when mind-set Network Intelligent Routing Center in m the local call is initiated the network route requests, according to the shared device d that comprises in the network routing information request, utilize formula R (m, d, n)=F (m, n) * S (d, n) to find a n to make R (m, d, n) value minimum, and definite n is the destination device of network route, wherein the route relative costs of calling from m local call center to n local call center on R (m, d, n) the expression shared device d.

5, according to the described calling network processing method of claim 1, it is characterized in that above-mentioned steps h) after also include Network Intelligent Routing Center and receive above-mentioned media call arrival notice after, metered call shifts the step that arrives the information of confirming.

6, according to claim 1 or 5 described calling network processing methods, it is characterized in that above-mentioned steps i) after also include Network Intelligent Routing Center and receive that above-mentioned calling transfer is finished notice after, metered call shifts the information of finishing affirmation, and the ticket of metered call transfer process, discharges this connection.

7, according to the described calling network processing method of claim 1, it is characterized in that also comprising that Network Intelligent Routing Center provides the network inquiry of whole network equipment and the calling route or the transfer of network quality inspection for each local call center, wherein said network quality inspection comprises that quality inspection supervision, quality inspection supervision, quality inspection are recorded, the quality inspection playback.

8,, it is characterized in that above-mentioned quality inspection supervision or quality inspection supervision or quality inspection are recorded may further comprise the steps according to the described calling network processing method of claim 7:

40) initiate the request that quality inspection supervision or quality inspection supervision or quality inspection are recorded by the Quality Inspector to m local call center, after the request that quality inspection supervision or quality inspection supervision or quality inspection record is received at m local call center, judgement by quality inspection seat position whether in this call center, if then in this call center, handle, otherwise initiate the quality inspection request to Network Intelligent Routing Center;

41) after Network Intelligent Routing Center is received the quality inspection request,, transmit the quality inspection request to n local call center according to by quality inspection seat position;

42) after the quality inspection request is received at n local call center, judge and confirm authority and by the quality inspection seat legal after, create the quality inspection virtual call, and the response message that returns quality inspection request success is given Network Intelligent Routing Center;

43) Network Intelligent Routing Center is transmitted the response message of quality inspection request success to m local call center;

44) after the response message of quality inspection request success is received at m local call center, initiate the quality inspection media call to n local call center;

45) after the quality inspection media call at m local call center is received at n local call center, quality inspection virtual call and quality inspection actual call merged and be connected by the quality inspection seat, the Quality Inspector at such m local call center just can carry out quality inspection supervision, quality inspection supervision, quality inspection to the seat at n local call center and record.

9,, it is characterized in that above-mentioned quality inspection playback may further comprise the steps according to the described calling network processing method of claim 7:

50) initiate the quality inspection playback request by the Quality Inspector to m local call center, after the quality inspection playback request is received at m local call center, whether the seat recorded file of judging appointment in the solicited message is in this call center, if then in this call center, handle, otherwise initiate the quality inspection request to Network Intelligent Routing Center;

51) after Network Intelligent Routing Center is received the quality inspection request,, transmit the quality inspection request to n local call center according to by quality inspection seat position;

52) after the quality inspection request is received at n local call center, judge and confirm authority and by the quality inspection seat legal after, create the quality inspection virtual call, and the response message that returns quality inspection request success is given Network Intelligent Routing Center;

53) Network Intelligent Routing Center is transmitted the response message of quality inspection request success to m local call center;

54) after the response message of quality inspection request success is received at m local call center, initiate the quality inspection media call to n local call center;

55) after the quality inspection media call at m local call center is received at n local call center, quality inspection virtual call and quality inspection actual call are merged and this is called out the quality inspection recorded file of playing appointment;

56) n local call center sends to Network Intelligent Routing Center with the quality inspection playback;

57) Network Intelligent Routing Center is transmitted the quality inspection playback to m local call center.

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