Summary of the invention
The object of this invention is to provide a kind of traffic access processing method, device and call center, when user asks access calling center, contact the former customer representative in the call record prestored fast, improve call center's operational efficiency, promote user satisfaction.
To achieve these goals, embodiments provide a kind of traffic access processing method, for being provided with the call center of multiple manual position, described method comprises:
When receiving user and asking the traffic access request accessing described call center, according to the call record in the call log that the incoming call identified query of described user prestores, determine the target call record of described user;
According to the mark of the customer representative recorded in described target call record, described traffic access request is connected to and the described manual position identifying corresponding customer representative.
Above-mentioned traffic access processing method, wherein, after receiving user and asking to access the traffic access request of described call center, described method also comprises:
Judge whether to receive the request that described user asks to connect former customer representative, obtain the first judged result;
Call record in the described call log prestored according to the incoming call identified query of described user, determine the target call record of described user be specially when described first judged result instruction receive described user ask the request of connecting former customer representative time, incoming call according to described user identifies, inquire about the call record in the call log prestored, determine the target call record of described user.
Above-mentioned traffic access processing method, wherein, is specially according to the call record in the call log that the incoming call identified query of described user prestores:
According to the call record in the call log in the first time period that the incoming call identified query of described user prestores.
Above-mentioned traffic access processing method, wherein, described call log comprises described call center as the first daily record of caller and described call center as the second called daily record.
Above-mentioned traffic access processing method, wherein, the call record in the described call log prestored according to the incoming call identified query of described user, determine that the target call record of described user specifically comprises:
Incoming call according to described user identifies, and inquires about described first daily record, obtains and be specially the target call record identifying the first nearest call record matched with the incoming call of described user in described first daily record;
When there is not described first call record in described first daily record, incoming call according to described user identifies, inquire about described second daily record, obtain in described second daily record and be specially the target call record identifying the second nearest call record matched with the incoming call of described user.
Above-mentioned traffic access processing method, wherein, the mark of described customer representative is specially the job number of described customer representative.
Above-mentioned traffic access processing method, wherein, the mark of the described customer representative according to recording in described target call record, is connected to described traffic access request and specifically comprises with the described manual position identifying corresponding customer representative:
Detect the customer representative corresponding with described job number whether online, obtain the first testing result;
When the customer representative corresponding with described job number when the first testing result instruction is online, whether the speech channel detecting the manual position of the customer representative corresponding with described job number is idle, obtains the second testing result;
When the speech channel of the manual position of the customer representative corresponding with described job number when the second testing result instruction is idle, according to described traffic access request, connect described speech channel;
Otherwise described traffic access request is ranked according to the job number of described customer representative and waits, and show described user to described customer representative wait information.
Above-mentioned traffic access processing method, wherein, described in wait incoming call mark and the incoming call time that information specifically comprises described user.
Above-mentioned traffic access processing method, wherein, to described traffic access request according to the job number of described customer representative rank wait time, the mark of the described customer representative according to recording in described target call record, is connected to described traffic access request and also comprises with the described manual position identifying corresponding customer representative:
Judge whether the number of times that described traffic access request is waited in line exceedes predetermined threshold value, obtains the second judged result;
When the number of times that the second judged result indicates described traffic access request to wait in line exceedes predetermined threshold value, disconnect described traffic access request, and disconnected by traffic access request described in user described in voice informing.
Above-mentioned traffic access processing method, wherein, the call record in the described call log prestored according to the incoming call identified query of described user is specially:
Incoming call according to described user identifies, the call record in the call log prestored by unified query interface polls.
To achieve these goals, the embodiment of the present invention additionally provides a kind of traffic access processing unit, and for being provided with the call center of multiple manual position, described device comprises:
Target call record determination module, for when receiving user and asking the traffic access request accessing described call center, according to the call record in the call log that the incoming call identified query of described user prestores, determines the target call record of described user;
Traffic access processing module, for the mark according to the customer representative recorded in described target call record, is connected to described traffic access request and the described manual position identifying corresponding customer representative.
Above-mentioned traffic access processing unit, wherein, described device also comprises:
First judge module, receiving for judging whether the request that described user asks to connect former customer representative, obtaining the first judged result;
Described target call record determination module is specially when receiving the traffic access request that user asks to access described call center, and described first judged result instruction receives described user when asking the request of connecting former customer representative, incoming call according to described user identifies, inquire about the call record in the call log prestored, determine the target call record of described user.
Above-mentioned traffic access processing unit, wherein, described target call record determination module is specially:
According to the call record in the call log in the first time period that the incoming call identified query of described user prestores.
Above-mentioned traffic access processing unit, wherein, described call log comprises described call center as the first daily record of caller and described call center as the second called daily record.
Above-mentioned traffic access processing unit, wherein, described target call record determination module specifically comprises:
First determines submodule, identifies, inquire about described first daily record for the incoming call according to described user, obtains and be specially the target call record identifying the first nearest call record matched with the incoming call of described user in described first daily record;
Second determines submodule, for when there is not described first call record in described first daily record, incoming call according to described user identifies, inquire about described second daily record, obtain in described second daily record and be specially the target call record identifying the second nearest call record matched with the incoming call of described user.
Above-mentioned traffic access processing unit, wherein, the mark of described customer representative is specially the job number of described customer representative.
Above-mentioned traffic access processing unit, wherein, described traffic access processing module specifically comprises:
First detection sub-module, whether online for detecting the customer representative corresponding with described job number, obtain the first testing result;
Second detection sub-module, time online for the customer representative corresponding with described job number when the first testing result instruction, whether the speech channel detecting the manual position of the customer representative corresponding with described job number is idle, obtains the second testing result;
Traffic is communicated with process submodule, when the speech channel of the manual position of the customer representative corresponding with described job number when the second testing result instruction is idle, according to described traffic access request, connects described speech channel;
Queuing submodule, for indicating the speech channel busy of the manual position of the customer representative corresponding with described job number when testing result, described traffic access request is ranked according to the job number of described customer representative and waits, and show described user to described customer representative wait information.
Above-mentioned traffic access processing unit, wherein, described in wait incoming call mark and the incoming call time that information specifically comprises described user.
Above-mentioned traffic access processing unit, wherein, described traffic access processing module specifically also comprises:
Second judges submodule, for judging whether the number of times that described traffic access request is waited in line exceedes predetermined threshold value, obtains the second judged result;
Traffic disconnection process submodule, when the number of times for indicating described traffic access request to wait in line when the second judged result exceedes predetermined threshold value, is disconnected described traffic access request, and is disconnected by traffic access request described in user described in voice informing.
Above-mentioned traffic access processing unit, wherein, described target call record determination module is specially:
Incoming call according to described user identifies, the call record in the call log prestored by unified query interface polls.
To achieve these goals, the embodiment of the present invention additionally provides a kind of call center, is provided with multiple operator attendance, comprises the traffic access processing unit described in above-mentioned any one.
The embodiment of the present invention has at least one item of following beneficial effect:
The embodiment of the present invention, when user asks access calling center, contacts the former customer representative in the call record prestored fast, improves call center's operational efficiency, promotes user satisfaction;
In embodiments of the present invention, when user accesses the speech channel busy of the operator attendance at the former customer representative place that will contact, what can show described user to described customer representative waits information, so that customer representative answers in time or clawback contact customer, effective raising system access successful rate, improves customer satisfaction;
The embodiment of the present invention, for traditional IVR business provides unified query interface, realizes the distribution to the differentiation route queuing strategy of different incoming call user and control, and can carry out transplanting and the exploitation of similar business quickly and easily.
Embodiment
For the embodiment of the present invention will be solved technical problem, technical scheme and advantage clearly, be described in detail below in conjunction with the accompanying drawings and the specific embodiments.
Embodiments provide a kind of traffic access processing method, for being provided with the call center of multiple manual position, described method as shown in Figure 1, comprising:
Step 11, when receiving user and asking the traffic access request accessing described call center, according to the call record in the call log that the incoming call identified query of described user prestores, determines the target call record of described user;
Step 12, according to the mark of the customer representative recorded in described target call record, is connected to described traffic access request and the described manual position identifying corresponding customer representative.
In the method that the embodiment of the present invention provides, when call center receives the described traffic access request of user, call record in the call log that can prestore according to the incoming call identified query of user, there is the mark that the customer service of message registration represents with described user before determining, the i.e. mark of former customer representative, by described traffic access request is linked into former customer representative, be difficult to represent process by same client for same problem when solving user's incoming call center, the problem that the call center's operational efficiency caused is low, improve Consumer's Experience, achieve object of the present invention.
Wherein, preferably, after receiving user and asking to access the traffic access request of described call center, described method also comprises:
Judge whether to receive the request that described user asks to connect former customer representative, obtain the first judged result;
Call record in the described call log prestored according to the incoming call identified query of described user, determine the target call record of described user be specially when described first judged result instruction receive described user ask the request of connecting former customer representative time, incoming call according to described user identifies, inquire about the call record in the call log prestored, determine the target call record of described user.
In order to promote Consumer's Experience further, when call center receives the described traffic access request of user's transmission, can by the playback in IVR flow process, namely play entree single-tone and inquire that described user is the need of the former customer representative of connection, when user selects request to connect former customer representative, just perform the described incoming call according to described user mark, inquire about the call record in the call log prestored, determine the target call record of described user.
It should be noted that, the embodiment of the present invention is at traditional service creation environment (Service Create Environment, the basis of the IVR flow process SCE) developed is carried out realize, traditional SCE business is responsible for user's access and is processed all kinds of exchange event, call center is as other users of caller outgoing call, queue up to turn and manually wait and exchange relevant work, when user does not select to connect former customer representative, can according to existing IVR flow process, transfer common queuing process to, can queue up successfully described user in call center, described traffic access request is connected to the operator attendance at idle customer representative place.
When inquiring about the call record in the call log prestored, in order to improve query rate, preferably, be specially according to the call record in the call log that the incoming call identified query of described user prestores:
According to the call record in the call log in the first time period that the incoming call identified query of described user prestores.
Illustrate as follows.
< embodiment 1>
First time period is nearest one month, and call center only needs, when receiving the traffic access request of user, to inquire about the call record in the call log in nearest month.
Call record in call log only in inquiry first time period, can improve query rate, can also reduce the memory space of database simultaneously, be convenient to data base administration.
In embodiments of the present invention, described call log preferably, comprises described call center as the first daily record of caller and described call center as the second called daily record.
Described first daily record is that call center is as outgoing call data during caller, prestored by the database of call center, comprise the mark etc. of call center as the customer representative of the user ID of outgoing call user during caller, type of call, call time and this user of calling, in actual applications, can by routing algorithm, call center be extracted as outgoing call data during caller and be dispatched and the incoming call mark of user be mated, be specifically as follows:
By extracting the outgoing call data in the first daily record and dispatch, the result set of acquisition is set up outgoing call number of matches pond, after receiving user and asking to access the traffic access request of described call center, in outgoing call number of matches pond, the matching algorithm identified by user's incoming call obtains the target call record marking matched with the incoming call of described user.
The extracting method of outgoing call data can according to call center as calling number during calling user, type of call and call time etc., several dimension was determined, set up data scheduling duties timing and from the first daily record, extract the call record data that satisfy condition (as client's number, call time etc.) in the outgoing call number of matches pond set up, and the stale data periodically cleared up in number pond, the data of user are here extracted and scheduling is not limited only to outgoing call data, the call data and note that mutually transfer between customer representative can also be comprised according to concrete application scenarios, the multimedia contact data such as multimedia message, in embodiments of the present invention, preferably, data scheduling duties dispatches the call record of call center as caller for every 30 minutes.
And the matching algorithm of user's incoming call mark is for obtaining the mark of the customer representative of contact user, is convenient to business side and adopts the queuing policy of designated identification queuing the traffic access request of user to be connected to the operator attendance at former customer representative place; For client's not Satisfying Matching Conditions or not online situation of former customer representative, be routed to other customer representatives according to common queuing policy.
Second daily record is prestored by the database of call center equally, at user initiatively incoming call center, selection turn manual service and with customer representative converse and terminated call after, record the incoming call data of described user, comprise calling number, incoming call time and the mark etc. of customer representative of service is provided for described user.
The first daily record that the database purchase of call center is above-mentioned and the second daily record, so that when receiving the traffic access request of user, inquire about the call record in described first daily record and the second daily record, determine target call record, or by extracting the outgoing call data in the first daily record and dispatch, after establishing outgoing call number of matches pond, inquire about the call record in outgoing call number of matches pond and the second daily record
Also should pre-determine the matching algorithm of target call record in addition in a database, this algorithm can be inquire about described first daily record (or outgoing call number of matches pond) and the second daily record simultaneously, using nearest call record marking matched with the incoming call of described user in the Query Result of two daily records as target call record, wherein, incoming call mark is that the terminal recognition number of user etc. can the mark of user identity described in unique identification; This algorithm also can be inquire about two daily records successively, when the daily record by first inquiring about can determine target call record, not having needed to inquire about another daily record again, otherwise just inquiring about another daily record.Illustrate as follows.
< embodiment 2>
When call center receives the traffic access request of user a transmission, inquire about the first daily record and the second daily record simultaneously, if there is the call record marking matched with the incoming call of user a in two daily records simultaneously, in first daily record be before 15 days described call center as the record A of calling user a, and be the record B that before 13 days, user a calls out this call center in the second daily record, then using call record B as target call record.
Certainly, also two daily records can be inquired about successively, first inquire about the first daily record, to inquire before 15 days described call center as the record A of calling user a, now can directly using call record A as target call record, do not need in inquiry second daily record, when only there is not the call record mated with user a in the first daily record, just inquire about the second daily record.
If first inquire about the second daily record, before inquiring 13 days, user a calls out the record B of this call center, now can directly using call record B as target call record, do not need in inquiry first daily record, when only there is not the call record mated with user a in the second daily record, just inquire about the first daily record.
Generally, call center is for client provides a series of service and support as called object, such as, technical support centre in IT industry, the phone Claims Resolution center etc. in insurance industry; And call center is as caller, to be engaged in the marketing and telemarketing campaign, it is the profit center of enterprise.Therefore, in embodiments of the present invention preferably, first first daily record (or outgoing call number of matches pond) of described call center as caller is inquired about, when target call record can not be determined by inquiry first daily record, inquire about the second daily record again, namely the call record in the described call log prestored according to the incoming call identified query of described user, determine that the target call record of described user specifically comprises:
Incoming call according to described user identifies, and inquires about described first daily record, obtains and be specially the target call record identifying the first nearest call record matched with the incoming call of described user in described first daily record;
When there is not described first call record in described first daily record, incoming call according to described user identifies, inquire about described second daily record, obtain in described second daily record and be specially the target call record identifying the second nearest call record matched with the incoming call of described user.
Because the embodiment of the present invention carries out realizing on the basis of original IVR flow process, when not existing with described second call record in the second daily record, common queuing process can be transferred to equally according to original IVR flow process, can queue up successfully described user in call center, described traffic access request is connected to the operator attendance at idle customer representative place.
After determining target call record, should obtain the mark of the customer representative in target call record, in embodiments of the present invention, preferably, the mark of described customer representative is specially the job number of described customer representative.
Accordingly, the mark of the described customer representative according to recording in described target call record, is connected to described traffic access request and specifically comprises with the described manual position identifying corresponding customer representative:
Detect the customer representative corresponding with described job number whether online, obtain the first testing result;
When the customer representative corresponding with described job number when the first testing result instruction is online, whether the speech channel detecting the manual position of the customer representative corresponding with described job number is idle, obtains the second testing result;
When the speech channel of the manual position of the customer representative corresponding with described job number when the second testing result instruction is idle, according to described traffic access request, connect described speech channel;
Otherwise described traffic access request is ranked according to the job number of described customer representative and waits, and show described user to described customer representative wait information.
In embodiments of the present invention, when after the job number determining former customer representative, detect this customer representative whether online, if this customer representative can not transfer common queuing process to according to original IVR flow process online equally, can queue up successfully described user in call center, described traffic access request is connected to the operator attendance at idle customer representative place; When customer representative is online, whether the speech channel detecting the manual position of this customer representative is idle, in described speech channel busy, will to rank wait described traffic access request according to the job number of described customer representative.
In embodiments of the present invention, preferably, information displaying user waited in line, to customer representative, is convenient to customer representative and is answered in time or clawback contacts described user, promotes user satisfaction.Wherein, described incoming call mark and the incoming call time of waiting information and specifically comprising described user, the information of waiting can be sent to intelligent network by BCSM event, in order to send caller client prompting to customer representative, one control module can be set, this control module is notified after intelligent network receives this BCSM event, the operator attendance at this customer representative place is forwarded to by this control module, attending a banquet, it is rear to Data Analysis to receive, then wait information to customer representative's display, be convenient to customer representative and answer in time or clawback customer phone.Wherein, described BCSM event is made up of Call-Control1 point (Points In Call), test point (Detection Points), transfer state (Transitions), event (Events).Certainly, the information that waits described in can also comprise other information etc. relevant to the traffic access request of described user.
In addition, according to existing IVR flow process, can waiting time be set, stand-by period of user's traffic access request often reaches default waiting time and counts a wait times, and can inquire whether user continues to wait in line by voice, in the method that the embodiment of the present invention provides, when to described traffic access request according to the job number of described customer representative rank wait time, also adopt in the same way, namely to described traffic access request according to the job number of described customer representative rank wait time, the mark of the described customer representative according to recording in described target call record, described traffic access request is connected to and also comprises with the described manual position identifying corresponding customer representative:
Judge whether the number of times that described traffic access request is waited in line exceedes predetermined threshold value, obtains the second judged result;
When the number of times that the second judged result indicates described traffic access request to wait in line exceedes predetermined threshold value, disconnect described traffic access request, and disconnected by traffic access request described in user described in voice informing.
In addition, in embodiments of the present invention, preferably, the call record in the described call log prestored according to the incoming call identified query of described user is specially:
Incoming call according to described user identifies, the call record in the call log prestored by unified query interface polls.
The embodiment of the present invention can be traditional service creation environment (Service Create Environment, SCE) the IVR flow process developed provides unified query interface, call record in the call log prestored by this interface polls, is convenient in similar operational Rapid transplant and exploitation.
Introduce the process that the method provided by the embodiment of the present invention realizes IVR system business process below in detail:
Step one, utilizes the general automatic service of existing SCE too development call center, and is loaded on the access control point SCP of call center by general automatic service;
Step 2, pre-determines the matching algorithm of target call record;
Step 3, after traffic access request access IVR system, enters into general automatic business process, obtains system parameters;
Step 4, customer selecting, the need of turning manual service, after user selects to turn manual service, judges that this turns manual service node and whether provides and look for former customer representative's function, if provide this function, according to described matching algorithm determination target call record;
Step 5, when the situation that the former customer representative corresponding with the mark of the customer representative in target call record is online, IVR system is initiated to specify job number to queue up to soft queuing machine CTI according to the former customer representative's mark matched, namely traffic access request is queued up according to job number, otherwise conventionally queue up;
Step 6, during turning artificial queuing, the situation that former customer representative's speech channel is busy, the information that waits of user is issued intelligent network by BCSM event by IVR system, intelligent network notifies control module after receiving event, is forwarded to the operator attendance at this customer representative place by this control module, and attending a banquet, it is rear to Data Analysis to receive, then wait information to customer representative's display, be convenient to customer representative and answer in time or clawback customer phone;
Step 7, recording user of attending a banquet wait information, be convenient to customer representative inquiry, clawback;
Step 8, queues up successfully according to job number to traffic access request, the call between connecting subscribers participating and customer representative or wait in line to disconnect described traffic access request after number of times exceedes predetermined threshold value.
As shown in Figure 2, embodiments provide a kind of schematic flow sheet of traffic access processing method specific embodiment, the present embodiment needs to realize the function that client contacts former customer representative fast, menu flow process has two buttons, and button 1 looks for former customer representative, button 2 turns of manual service, automatic service is loaded on SCP, configuration access code in SMAP (Service Management Access Point, SMAP), the access code arranged here is 650075; Run Script file, data in initialization data storehouse, set up data scheduling duties and stale data clean-up task, used herein is that oracle database is as platform database and Service Database, store the first daily record and the second daily record in advance in a database, and by extracting the outgoing call data in the first daily record and dispatch, the result set of acquisition is set up outgoing call number of matches pond, so traffic access processing method idiographic flow comprises:
Step 21, user dials access code 650075 and asks access calling center;
Step 22, when receiving the traffic access request of user, play entree single-tone, prompting user looks for former customer representative please by 1, and manual service is please by 2, if user selects 1, enters step 23, selects 2 to enter step 214;
Step 23, by unified query interface, according to incoming call identified query outgoing call number of matches pond and second daily record of described user, determine the target call record of described user, specifically comprise:
Step 23-1, the outgoing call record in inquiry outgoing call number of matches pond in nearest month, determine whether there is target call record, if there is no matched record enters step 23-2, otherwise enters step 23-3;
Step 23-2, inquires about the access success record in nearest month in the second daily record, if there is matched record to enter step 23-3, otherwise enters step 23-4;
Step 23-3, returns a nearest matched record as target call record;
Step 23-4, returns not match flag;
Step 24, judges whether to there is target call record, i.e. matched record, enters step 25, otherwise enter step 214 if existed;
Step 25, judges that whether former customer representative is online, enters step 26, otherwise enter step 214 if existed;
Step 26, waits in line according to the mark of the customer representative in target call record;
Step 27, judges that whether queuing is successful, if enter step 28, otherwise enters step 29;
Step 28, the speech channel of the manual position at connecting subscribers participating and former customer representative place;
Step 29, judges that whether this time queue up is that user queues up first, if enter step 210, otherwise directly enters step 212;
Step 210, sends waiting for news to control module, comprises incoming call mark and the incoming call time of described user;
Step 211, what control module showed described user to customer representative waits information;
Step 212, plays queuing reminding sound to user, continues queuing please by 1, terminates to ask on-hook, if user selects 1, then enter step 213;
Step 213, judges that whether wait in line number of times exceedes predetermined threshold value, if not returning step 26, otherwise enters step 219;
Step 214, common route is queued up and is turned manual service;
Step 215, judges whether successful common route queues up, if enter step 216, otherwise enters step 217;
Step 216, the speech channel of the manual position at connecting subscribers participating and customer representative place;
Step 217, plays queuing reminding sound to user, continues queuing please by 1, terminates to ask on-hook, if user selects 1, then enter step 218;
Step 218, judges that whether wait in line number of times exceedes predetermined threshold value, if not returning step 214, otherwise enters step 219;
Step 219, plays voice to user: thanks use, goodbye.
Call center is as calling user, after terminating to converse with user, terminated call, simultaneously data scheduling duties by the data syn-chronization of outgoing call user to outgoing call number of matches pond, or user initiatively incoming call center, selection turns manual service and terminated call after conversing with customer representative, and by the data syn-chronization of incoming call user to outgoing call number of matches pond, data scheduling duties every 30 minutes scheduling call centers are as the call record of caller here;
Step 4, user a incoming call automatic service IVR flow process is also selected to look for former customer representative;
Step 5, automatic service calls unified query interface and utilizes the incoming call of user mark to carry out matching inquiry, if there is matched record in outgoing call number pond or the second daily record, obtain customer representative's information of the last call (for the situation of the call record in the call record existed in the first daily record and the second daily record simultaneously, call record coupling in the first daily record is preferential, namely outgoing call number pond coupling is preferential), otherwise adopt common queuing algorithm;
Step 6, automatic service is determined to turn manual service flow process according to unified query interface return information, for the situation without match information, adopt with the identical common queueing form of traditional business, the idle customer representative of priority access, otherwise judge whether the former customer representative that gets provides service online, if customer representative is online, initiate to specify job number queuing request to CTI, otherwise conventionally rank and turn artificial;
Step 7, for the situation of former customer representative's free time, directly connect former customer representative, otherwise wait in line former customer representative service is provided:
During turning artificial queuing, the situation that former customer representative's speech channel is busy, the information that waits of user is issued intelligent network by BCSM event by IVR system, intelligent network can by a control module after receiving event, the operator attendance at this customer representative place is forwarded to by this control module, attending a banquet, it is rear to Data Analysis to receive, then information is waited to customer representative's display, be convenient to customer representative answer in time or clawback customer phone, here the information that waits comprises incoming call and incoming call time, and shows particular content and can be configured as required;
Step 8, former customer representative, after getting information, answers or clawback client in time, realizes the function that client contacts former customer representative fast;
Step 9, queues up successfully according to job number to traffic access request, the call between connecting subscribers participating and customer representative or wait in line to disconnect described traffic access request after number of times exceedes predetermined threshold value.
Realize client by above step and contact former customer representative IVR flow process fast, compared with traditional IVR access process, IVR flow process key step in embodiments of the present invention determines target call record, searches former customer representative, and too need not pay close attention to SCE exploitation automatic service; Exploitation and the amendment of IVR flow process can be realized simultaneously by unified query interface fast, significantly improve the efficiency of business development, reduce development cost, portable good.
The embodiment of the present invention additionally provides a kind of traffic access processing unit, and for being provided with the call center of multiple manual position, described device as shown in Figure 3, comprising:
Target call record determination module, for when receiving user and asking the traffic access request accessing described call center, according to the call record in the call log that the incoming call identified query of described user prestores, determines the target call record of described user;
Traffic access processing module, for the mark according to the customer representative recorded in described target call record, is connected to described traffic access request and the described manual position identifying corresponding customer representative.
Above-mentioned traffic access processing unit, wherein, described device also comprises:
First judge module, receiving for judging whether the request that described user asks to connect former customer representative, obtaining the first judged result;
Described target call record determination module is specially when receiving the traffic access request that user asks to access described call center, and described first judged result instruction receives described user when asking the request of connecting former customer representative, incoming call according to described user identifies, inquire about the call record in the call log prestored, determine the target call record of described user.
Above-mentioned traffic access processing unit, wherein, described target call record determination module is specially:
According to the call record in the call log in the first time period that the incoming call identified query of described user prestores.
Above-mentioned traffic access processing unit, wherein, described call log comprises described call center as the first daily record of caller and described call center as the second called daily record.
Above-mentioned traffic access processing unit, wherein, described target call record determination module specifically comprises:
First determines submodule, identifies, inquire about described first daily record for the incoming call according to described user, obtains and be specially the target call record identifying the first nearest call record matched with the incoming call of described user in described first daily record;
Second determines submodule, for when there is not described first call record in described first daily record, incoming call according to described user identifies, inquire about described second daily record, obtain in described second daily record and be specially the target call record identifying the second nearest call record matched with the incoming call of described user.
Above-mentioned traffic access processing unit, wherein, the mark of described customer representative is specially the job number of described customer representative.
Above-mentioned traffic access processing unit, wherein, described traffic access processing module specifically comprises:
First detection sub-module, whether online for detecting the customer representative corresponding with described job number, obtain the first testing result;
Second detection sub-module, time online for the customer representative corresponding with described job number when the first testing result instruction, whether the speech channel detecting the manual position of the customer representative corresponding with described job number is idle, obtains the second testing result;
Traffic is communicated with process submodule, when the speech channel of the manual position of the customer representative corresponding with described job number when the second testing result instruction is idle, according to described traffic access request, connects described speech channel;
Queuing submodule, for indicating the speech channel busy of the manual position of the customer representative corresponding with described job number when testing result, described traffic access request is ranked according to the job number of described customer representative and waits, and show described user to described customer representative wait information.
Above-mentioned traffic access processing unit, wherein, described in wait incoming call mark and the incoming call time that information specifically comprises described user.
Above-mentioned traffic access processing unit, wherein, described traffic access processing module specifically also comprises:
Second judges submodule, for judging whether the number of times that described traffic access request is waited in line exceedes predetermined threshold value, obtains the second judged result;
Traffic disconnection process submodule, when the number of times for indicating described traffic access request to wait in line when the second judged result exceedes predetermined threshold value, is disconnected described traffic access request, and is disconnected by traffic access request described in user described in voice informing.
Above-mentioned traffic access processing unit, wherein, described target call record determination module is specially:
Incoming call according to described user identifies, the call record in the call log prestored by unified query interface polls.
In embodiments of the present invention, additionally provide a kind of traffic access processing unit specific embodiment, as shown in Figure 4, comprise mixed-media network modules mixed-media and database module.
The algorithm that wherein database module internal condition is preset carries out data dispatch, follow and determine as several dimensions such as calling number during calling user, type of call and call times according to call center, set up data scheduling duties timing and from the first daily record, extract the call record data (as client's number, call time etc.) that satisfy condition in the outgoing call number of matches pond that business is set up, and the stale data periodically in cleaning number pond;
Simultaneously, database module provides unified query interface, by the outgoing call data in coupling outgoing call number pond and the customer call information in the second daily record, determine client's whether first incoming call or repeatedly incoming call, to choose different processing policies, determine that IVR queues up and turn the concrete processing mode of artificial flow process.The matching strategy of data dispatch and unified query interface can carry out Modify rapidly according to applying, and is convenient to the Rapid transplant between different application scene.
Each calling enters the automatic service in IVR system, automatic service has needed leading process (such as: obtain system parameters etc.), then after user selects to turn manual service, calls unified query interface and inquires about the routing policy that custom queueing turns manual service in a database; For the calling that the match is successful, if former customer representative is online, provides immediately and specify job number to queue up, only initiate queuing request to this customer representative, avoid the situation occurring the idle customer representative of priority access in traditional queueing form.
After automatic service initiates to specify job number to queue up, if former customer representative cannot answer immediately, after the first run is queued up, automatic service assembled caller client prompting message (configurable), and send assembled message body by BCSM event to control module, and be distributed to former customer representative place by control module and attend a banquet, by attending a banquet, recording-related information is resolved in side, and the interface prompt customer representative that attends a banquet.
The embodiment of the present invention additionally provides a kind of call center, is provided with multiple operator attendance, comprises the traffic access processing unit described in above-mentioned any one.
The above is only the preferred embodiment of the present invention; it should be pointed out that for those skilled in the art, under the premise without departing from the principles of the invention; can also make some improvements and modifications, these improvements and modifications also should be considered as protection scope of the present invention.