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WO2010145493A1 - Method for call transfer and attendant console system - Google Patents

Method for call transfer and attendant console system Download PDF

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Publication number
WO2010145493A1
WO2010145493A1 PCT/CN2010/073770 CN2010073770W WO2010145493A1 WO 2010145493 A1 WO2010145493 A1 WO 2010145493A1 CN 2010073770 W CN2010073770 W CN 2010073770W WO 2010145493 A1 WO2010145493 A1 WO 2010145493A1
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WO
WIPO (PCT)
Prior art keywords
user
special
control
message
call
Prior art date
Application number
PCT/CN2010/073770
Other languages
French (fr)
Chinese (zh)
Inventor
罗美云
Original Assignee
中兴通讯股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 中兴通讯股份有限公司 filed Critical 中兴通讯股份有限公司
Publication of WO2010145493A1 publication Critical patent/WO2010145493A1/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/60—Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator

Definitions

  • the main wood to be solved is to provide special connection methods and systems with high speed and high utilization.
  • this article provides various special methods, and each control, the method includes
  • the agent accepts the primary user, and controls each message.
  • special message includes special user
  • Step, and each control receives the special message, and the method includes the curiosity and control.
  • the method steps include the friendship, and each control
  • One step, before assigning, accepting the primary user, the method includes
  • Each control user's assignment message is available, and the assignment will be assigned and each control will control the user's acceptance.
  • One step, and each control call special user, the method includes the message of controlling and receiving the special user, and connecting the user and the special user.
  • This system provides a variety of systems, including agents and controls.
  • the special message includes the special user
  • the virtual ones, and each control step is called to call the user.
  • control office accepts the user's
  • the approximation includes allocation, and, when available, will be assigned and controlled.
  • the user of the present call directly calls the special user, and in contrast to the existing Mudong said, the steps of reducing the user's tone, the quick completion of the special connection, and the improvement of each of the special use messages of the utilization rate are also improved. And each control is directly released, so that other steps can be completed, and the utilization rate is improved.
  • the main user is accepted, and the special message is controlled and controlled, and the special message is received, and the special message is called to the special user.
  • the special message can include the special user, and each control
  • the system includes allocations, and, when available, will be allocated and controlled.
  • the distribution of mercury can be similar to , and so on.
  • the upper allocation is assigned to each control, and the return message is sent to each control, and the return message includes the assigned one.
  • step 201 accepts the primary user, .
  • Step 202 controls the special message to and from each other, and the special message includes the special user.
  • Step 203 and each control release call the special user.
  • each control receives the special message, immediately released, and the special call in the special message is connected to the user. If the call fails, the message is directly sent to the user, and if the user arrives or fails, the call is successful, and the user goes to or .
  • Special users, users and special users are specially connected.
  • Step 301 A calls, address messages to each control.
  • Step 302 and each control a full message to the A address.
  • Step 303 and each control assigns a message to the .
  • step 304 if there is space, the allocation is assigned and each control is performed, and the result is returned to each control, that is, in the present break mode, if it is returned to B, the execution step 305 is not empty, directly.
  • Step 306 B controls the address all messages.
  • Step 307 B controls each message.
  • Step 309 B controls each of the special messages, and the special message includes C.
  • Step 310 and each control B, sit B has special connection, directly B, B, can accept new and each, with step 311 sit B special connection, B special connection failure prompt, this special operation,
  • Step 311 control to "C call, address message.
  • Step 312c controls the address all messages to and from each other.
  • step 313 “C and each control message, A occupies “C is connected, and the special connection is completed.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

A method for call transfer is disclosed in the present invention, which includes the following steps: a seat accepts a call from a calling user (201); the seat sends a transfer message to a service control module (202); the service control module releases the seat and calls a transfer user according to said transfer message. An attendant console system is also disclosed in the present invention. The transfer user is called directly after the seat of the present invention accepts the call from the calling user, thus, comparing with the prior art, a step for the calling user to listen to guard tones is eliminated, and the call transfer is completed fleetly, and the quality of network service is improved, and the utilization of equipments is improved at the same time; after the seat of the present invention sends the transfer message, the service control module releases the seat directly, thus the seat is turned into an idle state and can complete other tasks, and the utilization of equipments is further improved.

Description

各特接方法和 各 統 木領域  Special methods and various wood fields
本 涉及通信領域， 尤其涉及 各特接方法和 各 統。 背景 木  This relates to the field of communications, and in particular to the various methods and systems. Background
特接 ( a Ta e ) 並各在 統的 中有看 的 ， 特別 是在 各 統中使用頻率相 高。 特接並各是 重要的 並各， 並各 占用戶 在不中 的情況下， 拔出另 方， 丙方 。 休 下 A呼叫 各 ， 各 ， 各 B， A和 B的 ， 同 釋 。  Specially connected ( a Ta e ) and seen in each system, especially in the system. Special and each are important and each, and each user is not in the situation, pull out the other party, Party C. Rest A calls each, each, each B, A and B, with the same interpretation.
現有的 各 統， 特接速度慢， 各的利用率較低。 內容  In the existing systems, the special connection speed is slow, and the utilization rate of each is low. Content
本 要解決的主要 木 是， 提供 特接速度快、 各利用率 高的 各特接方法和 各 統。  The main wood to be solved is to provide special connection methods and systems with high speed and high utilization.
了 上 目的， 本 提供了 各特接方法， 並各控制 ， 方法近包括  For the purpose, this article provides various special methods, and each control, the method includes
坐席受理主 用戶 ， 向 並各控制 特接消息  The agent accepts the primary user, and controls each message.
並各控制 釋放 ， 于 特接消息呼叫特接用戶。 步 ， 特接消息包括 特接用戶的  And each control release, in the special message to call the special user. Step, special message includes special user
相 的， 並各控制 呼叫 特接用戶。  Phased, and each control call is connected to the user.
步 ， 並各控制 接收到 特接消息 ， 方法近包括 所迷並各控制 。  Step, and each control receives the special message, and the method includes the fascination and control.
步 ， 並各控制 ， 休 並各控制 的 ， Step, and each control, rest And each controlled,
包括 呼叫  Including call
相虛的， 方法 步包括 所迷 ， 並各控制 釋  Inconsistent, the method steps include the fascination, and each control
。  .
一步 ， 分配 ， 受理主 用戶 前， 方法 近包括  One step, before assigning, accepting the primary user, the method includes
並各控制 用戶的 向分配 消息， 有空 ， 分配 將 分配 並各 並各控制 控制所 受理所 用戶的 。  Each control user's assignment message is available, and the assignment will be assigned and each control will control the user's acceptance.
一步 ， 並各控制 呼叫特接用戶 ， 方法近包括 所 迷並各控制 接收 特接用戶的 消息， 將 用戶和 特 接用戶接通。  One step, and each control call special user, the method includes the message of controlling and receiving the special user, and connecting the user and the special user.
本 近提供了 各 統， 統包括 坐席和並各控制 其中，  This system provides a variety of systems, including agents and controls.
， 于受理主 用戶 ， 向 並各控制 特接 消息  , accepting the main user, and controlling each special message
並各控制 ， 于接收 特接消息， 釋 ， 于 特接消息呼叫特接用戶。  And each control, in the reception of the special message, release, in the special message to call the special user.
其中， 特接消息包括 特接用戶的  Among them, the special message includes the special user
相虛的， 並各控制 步 于 呼叫 特 接用戶。  The virtual ones, and each control step is called to call the user.
並各控制 ， 近 于接收到 特接消息 ， 通  And each control, close to receiving the special message,
的 ， 在 ， 釋 包括 呼叫 。 Of, in, release Includes calls.
並各控制 ， 步 于呼叫 特接用戶 ， 接收 特 接用戶的 消息， 將 用戶和 特接用戶接通。  And each control, stepping on the special user, receiving the message of the special user, connecting the user and the special user.
並各控制 ， 步 于根 用戶的  And each control, step by root
在有空 ， 控制所 受理所 用戶的  In case of availability, the control office accepts the user's
統近包括 分配 ， 于 ， 在有空 ， 將 分配 並各控制 。  The approximation includes allocation, and, when available, will be assigned and controlled.
本 的有益效果是  The beneficial effect of this is
本 的 受理用戶 ， 直接呼叫特接用戶， 相 于現有 木 東說， 減少了 用戶 音的步驟， 快速 完成 的特接， 提高 了 各的 ， 同 也提高了 各的利用率 本 的 特接 消息 ， 並各控制 則直接釋 ， 使 ， 可以完成其 他 各， 步提高了 各的利用率。 說明 The user of the present call directly calls the special user, and in contrast to the existing Mudong said, the steps of reducing the user's tone, the quick completion of the special connection, and the improvement of each of the special use messages of the utilization rate are also improved. And each control is directly released, so that other steps can be completed, and the utilization rate is improved. Description
1力本 各 統的 休 方式的 示意 The indication of the way of the rest of the system
2力本 方法 方式的流程 2 force method method
3力本 方法 休的 方式的流程 。 休 方式  3 force method method of the way of rest. Hugh way
下面 休 方式結合 本 步 細說明。 The following break mode is combined with this step.
1 所示， 本 的 各 統， 包括 、 和並各控制 ， 其 中  As shown in Figure 1, the various systems, including, and control, among them
， 于受理主 用戶 ， 向並各控制 特接消息 並各控制 ， 于接收 特接消息， 釋 ， 于特接消息 呼叫特接用戶。 的特接消息可以包括特接用戶的 ， 並各控制 The main user is accepted, and the special message is controlled and controlled, and the special message is received, and the special message is called to the special user. The special message can include the special user, and each control
呼叫特接用戶。 其中 可以有 介， 也可以有多 。  Call a special user. There can be some or more.
在 受理主 用戶的 前， 並各控制 ， 步 于根 用戶的 在有空 ， 控制空 受理主 用戶的  Before accepting the main user, and each control, stepping on the root user, in the presence of the control, accepting the main user
相 的， 統近包括 分配 ， 于 ， 在有空 ， 將 分配 並各控制 。 另外， 分配 近可以 汞 的 ， 、 等。  In contrast, the system includes allocations, and, when available, will be allocated and controlled. In addition, the distribution of mercury can be similar to , and so on.
並各控制 ， 近 于 ， 休可 的 ， 包括 呼叫 。  And each control, near, and rest, including calls.
並各控制 ， 若 有 ( )、 即 有 呼叫的呼叫 ， 並各控制 特接用戶的 呼叫特接 用戶 ( )、 即 沒有 呼叫的呼叫 ， 本 特接失敗， 特接失敗的 提示， 本 特接操作， 則 用戶和 。  And each control, if there is (), that is, there is a call to call, and each call to the special user's call special user (), that is, the call without a call, the special connection fails, the special connection fails, the special operation , then the user and.
上 分配 向並各控制 分配 ， 向並各控制 送 返 消息， 返 消息包括 分配的 的 。  The upper allocation is assigned to each control, and the return message is sent to each control, and the return message includes the assigned one.
並各控制 呼叫特接用戶 ， 近 于接收特接用戶的 消息， 將 用戶和特接用戶接通。 And each control call special user, close to receiving the message of the special user, and connecting the user and the special user.
2所示， 本 方法的 休 方式， 包括以下步驟 步驟201 受理主 用戶 ， 。  2, the method of the method of rest, including the following steps, step 201 accepts the primary user, .
受理主 用戶 前， 並各控制 用戶的 向分 配 消息， 有空 ， 分配 將 分配 並各控制 然 ， 並各控制 控制空 受理主 用戶的 。 步驟202 向並各控制 特接消息，特接消息中包括特接用 戶的 。 Before accepting the main user, and controlling the user's assignment message, if there is time, the allocation will be assigned and controlled, and each control control will accept the main user. Step 202 controls the special message to and from each other, and the special message includes the special user.
步驟203 並各控制 釋 ， 呼叫特接用戶。  Step 203 and each control release, call the special user.
並各控制 收到特接消息 ， 立即釋 ， 特接消息中的 特接 呼叫特接用戶。 呼叫失敗， 則直接 特接的釋 消息到 用戶， 用戶則 到 或者失敗提示 呼叫成功， 則 用戶 到 或者 。 特接用戶 ， 用戶和特接用戶 ， 特接成功。  And each control receives the special message, immediately released, and the special call in the special message is connected to the user. If the call fails, the message is directly sent to the user, and if the user arrives or fails, the call is successful, and the user goes to or . Special users, users and special users are specially connected.
在 方式中， 並各控制 收到特接消息 可以先  In the mode, and each control receives the special message, you can
， 坐 有 ， 才釋放 ， 呼叫特接用戶 坐 ， 則本 特接失敗， 特接失敗的 提示， 本 特接操作。  , sit and release, call the special user to sit, then the special connection fails, the special connection fails, the special operation.
下面以 A 打坐 B， B特接 C ， 休說明本 的 各特接方法， 3所示， 包括以下步驟  In the following, I meditate with A, B connects with C, and explains the special methods of the book, as shown in 3, including the following steps.
步驟301 A向 各控制 呼叫， 地址消息。 步驟302 並各控制 向 A 地址全消息。  Step 301 A calls, address messages to each control. Step 302 and each control a full message to the A address.
步驟303 並各控制 向分配 消息， 的 。 步驟304 果有空 ， 則分配 分配 並各控制 ， 向並各控制 返 結果、 即分配的 ， 在本 休 方式 中， 返 B的 ， 然 執行步驟 305 果沒有空 ， 直接 。  Step 303 and each control assigns a message to the . In step 304, if there is space, the allocation is assigned and each control is performed, and the result is returned to each control, that is, in the present break mode, if it is returned to B, the execution step 305 is not empty, directly.
步驟305 並各控制 向 B 呼叫， 地址消息。  Step 305 and each control calls to B, the address message.
步驟306 B向並各控制 地址全消息。  Step 306 B controls the address all messages.
步驟307 B向並各控制 消息。  Step 307 B controls each message.
步驟308 並各控制 向 A 消息， A B 。 步驟309 B向並各控制 特接消息，特接消息包括 C 的 。 Step 308 and each control to the A message, AB. Step 309 B controls each of the special messages, and the special message includes C.
步驟310 並各控制 B ， 坐 B有 特接， 直 接 B， B ， 可以受理新的 並各， 同 步驟311 坐 B 特接， B 特接失敗的 提示， 本 特接操作，  Step 310 and each control B, sit B has special connection, directly B, B, can accept new and each, with step 311 sit B special connection, B special connection failure prompt, this special operation,
各「 A和 B 。  Each "A and B.
步驟311 並 控制 向 「 C 呼叫， 地址消息。  Step 311 and control to "C call, address message.
步驟312 c向並各控制 地址全消息。  Step 312c controls the address all messages to and from each other.
步驟313 「 C向並各控制 消息， A占用「 C接通， ， 完成特接。  In step 313, “C and each control message, A occupies “C is connected, and the special connection is completed.
以上內容是結合 休的 方式 本 所作的 步 細說明， 不 能 本 的 休 只局限于 說明。 于本 木領域的 普通 木 東說， 在不 本 的前提下， 近可以做出若干 羊 推演或替換， 都 視力 于本 的保 。  The above is a detailed description of the steps taken in conjunction with Hugh. Ordinary Mudong in the field of this wood said that under the premise of this, some sheep can be made or replaced, and all of them are based on this guarantee.

Claims

要求 Claim
1、 各特接方法， 其特 在于， 並各控制 ， 方法近包 括  1. Each special connection method, which is characterized by, and each control, method includes
坐席受理主 用戶 ， 向 並各控制 特接消息  The agent accepts the primary user, and controls each message.
並各控制 釋放 ， 于 特接消息呼叫特接用戶。  And each control release, in the special message to call the special user.
2、 要求 1 的方法， 其特 在于， 特接消息包括 特 接用戶的 2. The method of claim 1 is characterized in that the special message includes a special user
相 的， 並各控制 呼叫 特接用戶。  Phased, and each control call is connected to the user.
3、 要求 1 的方法， 其特 在于， 並各控制 接收到 所 特接消息 ， 方法近包括 所迷並各控制 。 3. The method of claim 1, which is characterized in that each control receives the received message, and the method includes the control and control.
4、 要求3 的方法， 其特 在于， 並各控制  4. The method of claim 3, which is characterized by
， 休  Hugh
並各控制 查詢 的 ，  And each control query,
包括 呼叫  Including call
相 的， 方法 步包括 所迷 並各控制 釋  The method steps include the fascination and control
。  .
5、 要求 1至4任 項 的方法，其特 在于， 分配 ， 受理主 用戶 前， 方法近包括  5. The method of claim 1 to 4 is characterized in that, prior to the assignment and acceptance of the primary user, the method includes
並各控制 用戶的 向分配 消息， 有空 ， 分配 將 分配 並各控 制  And each control user's assignment message, free, allocation will be assigned and controlled
並各控制 控制所 受理所 用戶的 。  And each control control accepts the user's.
6、 要求5 的方法， 其特 在于， 並各控制 呼叫特 接用戶 ， 方法近包括 所迷並各控制 接收 特接用戶的 消息， 將 用戶和 特接用戶接通。 6. The method of claim 5, which is characterized in that each of the control calls is connected to the user, and the method includes the fascination and the control of receiving the special user. The message connects the user to the special user.
7、 各 統， 其特 在于， 統包括 坐席和並各控制 其中，  7. The system, in particular, includes the seats and controls each of them.
， 于受理主 用戶 ， 向 並各控制 特接 消息  , accepting the main user, and controlling each special message
並各控制 ， 于接收 特接消息， 釋 ， 于 特接消息呼叫特接用戶。  And each control, in the reception of the special message, release, in the special message to call the special user.
8、 要求7 的 統， 其特 在于， 特接消息包括 特 接用戶的  8. The system of requirement 7 is characterized in that the special message includes the special user.
相 的， 並各控制 步 于 呼叫 特 接用戶。  Phased, and each control step is to call the special user.
9、 要求7 的 統， 其特 在于，  9. The system of requirement 7 is characterized in that
並各控制 ， 近 于接收到 特接消息 ， 通  And each control, close to receiving the special message,
的 ， 在 ， 釋  , in , release
包括 呼叫 。  Including call.
10、 要求 8 的 統， 其特 在于， 並各控制 ， 步 于呼叫 特接用戶 ， 接收 特接用戶的 消息， 將 用戶和 特接用戶接通。  10. The system of requirement 8 is characterized by, and each control, stepping on the special user of the call, receiving the message of the special user, and connecting the user and the special user.
11、 要求7、 8或9 的 統， 其特 在于，  11. Requirements 7, 8, or 9 are specific to
並各控制 ， 步 于根 用戶的  And each control, step by root
在有空 ， 控制所 受理所 用戶的  In case of availability, the control office accepts the user's
統近包括 分配 ， 于 ， 在有空 ， 將 分配 並各控制 。  The approximation includes allocation, and, when available, will be assigned and controlled.
PCT/CN2010/073770 2009-09-28 2010-06-10 Method for call transfer and attendant console system WO2010145493A1 (en)

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CN200910190660.X 2009-09-28
CN200910190660XA CN102035951A (en) 2009-09-28 2009-09-28 Telephone traffic call transfer method and attendant console system

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CN109769072A (en) * 2017-11-09 2019-05-17 中兴通讯股份有限公司 Processing method, storage medium and the server of tone information
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