INCOMING CALL ROUTING METHOD, DEVICE AND SYSTEM FOR CALL CENTER

WIPO Patent Application WO/2020/010719

A1

Disclosed in the present application is an incoming call routing method for a call center. The incoming call routing method for the call center comprises: determining an agent group according to an incoming call; determining a service agent in the agent group by means of a freeswitch platform, wherein the agent group at least comprises two agents connected to the freeswitch platform by means of different SIP soft-switch platforms, and the different SIP soft-switch platforms have different agent routing logics with regard to the agent group; and routing the incoming call to the service agent by means of the freeswitch platform. Compared with the prior art, the present application implements routing logic distribution outside the SIP soft-switch platforms by means of freeswitch, so that the agent having identical service labels but belonging to different SIP soft-switch platforms implements uniform distribution of routing logics, and the production efficiency of the call center is greatly improved.

JP2686029	METHOD AND SYSTEM FOR AUTOMATICALLY CALLING BACK CALLER OF AUTOMATIC CALL DISTRIBUTING SYSTEM
WO/2008/056974	METHOD AND NETWORK UNIT FOR DETERMINING A MEASURE OF RELEVANCY BETWEEN ITEMS
WO/2000/026817	A STORED-MEDIA INTERFACE ENGINE PROVIDING AN ABSTRACT RECORD OF STORED MULTIMEDIA FILES WITHIN A MULTIMEDIA COMMUNICATION CENTER

HAN QI (CN)

PCT/CN2018/108087

January 16, 2020

September 27, 2018

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PING AN TECH SHENZHEN CO LTD (CN)

H04M3/523

CN103269461A	2013-08-28
CN206807569U	2017-12-26
CN106357941A	2017-01-25
US20150381809A1	2015-12-31

LIFANG & PARTNERS LTD. (CN)

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