专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 发明授权

EP2445188B1 CUSTOMER SERVICE SYSTEM AND CROSS-PLATFORM MONITORING METHOD THEREOF 有权
标题翻译：客户服务体系和甲板边界监测及其方法
公开(公告)号：EP2445188B1
公开(公告)日：2016-07-27
申请号：EP09846064.5
申请日：2009-12-21
申请人： ZTE Corporation
发明人： CHEN, Xianbin
IPC分类号： H04M11/00 , H04M3/22 , H04M3/523 , H04M3/51
CPC分类号： H04M3/5237 , H04L63/304 , H04M3/2281 , H04M3/51 , H04M3/5175 , H04M3/5183
摘要： The present invention relates to a customer service system and a cross-platform monitoring method thereof. The method comprises the following steps: sending a monitoring request message from a monitoring agent to a transfer interface device through a Computer Telecommunication Integration (CTI) of a platform to which the monitoring agent itself belongs; analytically processing the monitoring request message and forwarding the analyzed monitoring request message to the CTI of the platform to which the monitored agent belongs by the transfer interface device, wherein the monitoring agent and the monitored agent belong to different call control platforms; joining a current conversation being held by the monitored agent by the monitoring agent after the CTI of the platform to which the monitoring agent itself belongs receives a monitoring response message sent by the CTI of the platform to which the monitored agent belongs and forwarded by the transfer interface device. The customer service system comprises a monitoring agent, a transfer interface device and a monitored agent. The method and system according to present invention can enable sniffer and call cut-in between agents from different platforms in a multi-platform mode.

2. 发明授权

EP2469823B1 COMPUTER TELECOMMUNICATION INTEGRATION EXCHANGER (CTIEX), SYSTEM AND METHOD FOR CHANNEL ASSOCIATED DATA TRANSMISSION OF AGENT AND AUTOMATIC SERVICE 有权
公开(公告)号：EP2469823B1
公开(公告)日：2018-12-26
申请号：EP10809470.7
申请日：2010-04-21
申请人： ZTE Corporation
发明人： CHEN, Xianbin , WANG, Wenyuan
IPC分类号： H04M3/51 , H04L29/06 , H04M3/42 , H04M3/58 , H04M3/487 , H04M3/493
CPC分类号： H04M3/5183 , H04M3/42059 , H04M3/4872 , H04M3/493 , H04M3/5166 , H04M3/58 , H04M2203/406
摘要： The disclosure provides a CTIEX, system and method for implementing channel associated data transmission between an agent and an automatic service, wherein the CTIEX comprises a message module and a processing module; the message module receives a channel associated data request message transmitted by a cross-platform automatic service and transmits the channel associated data organized by the processing module to the cross-platform automatic service; the processing module is configured to analyze a call serial number in the channel associated data request message received by the message module to search out agent-associated information and organize channel associated data. The disclosure is capable of implementing channel associated data transmission between an agent and a cross-platform automatic service.

3. 发明公开

EP2469823A1 COMPUTER TELECOMMUNICATION INTEGRATION EXCHANGER (CTIEX), SYSTEM AND METHOD FOR CHANNEL ASSOCIATED DATA TRANSMISSION OF AGENT AND AUTOMATIC SERVICE 有权
标题翻译：计算机电信集成交换器（CTIEX）的系统和方法为代理商数据传输，并与负责频道的自动服务
公开(公告)号：EP2469823A1
公开(公告)日：2012-06-27
申请号：EP10809470.7
申请日：2010-04-21
申请人： ZTE Corporation
发明人： CHEN, Xianbin , WANG, Wenyuan
IPC分类号： H04M3/51 , H04L29/06
CPC分类号： H04M3/5183 , H04M3/42059 , H04M3/4872 , H04M3/493 , H04M3/5166 , H04M3/58 , H04M2203/406
摘要： The disclosure provides a CTIEX, system and method for implementing channel associated data transmission between an agent and an automatic service, wherein the CTIEX comprises a message module and a processing module; the message module receives a channel associated data request message transmitted by a cross-platform automatic service and transmits the channel associated data organized by the processing module to the cross-platform automatic service; the processing module is configured to analyze a call serial number in the channel associated data request message received by the message module to search out agent-associated information and organize channel associated data. The disclosure is capable of implementing channel associated data transmission between an agent and a cross-platform automatic service.
摘要翻译：本公开内容提供了用于实现代理之间，并自动服务，worin的CTIEX包括消息模块和处理模块相关联的信道的数据传输的CTIEX，系统和方法; 消息模块接收由一个跨平台的自动服务mitted一个信道相关联的数据请求消息的反式，并发送由所述处理模块的跨平台的自动服务组织的信道相关联的数据; 该处理模块被配置为分析在由消息模块接收的所述信道相关联的数据请求消息中的呼叫序列号来搜索出代理相关联的信息，并组织信道有关的数据。本发明能够实现的试剂和跨平台的自动服务之间的信道相关联的数据传输的。

4. 发明公开

EP2445188A1 CUSTOMER SERVICE SYSTEM AND CROSS-PLATFORM MONITORING METHOD THEREOF 有权
标题翻译：联合国科学技术大学
公开(公告)号：EP2445188A1
公开(公告)日：2012-04-25
申请号：EP09846064.5
申请日：2009-12-21
申请人： ZTE Corporation
发明人： CHEN, Xianbin
IPC分类号： H04M11/00
CPC分类号： H04M3/5237 , H04L63/304 , H04M3/2281 , H04M3/51 , H04M3/5175 , H04M3/5183
摘要： The present invention relates to a customer service system and a cross-platform monitoring method thereof. The method comprises the following steps: sending a monitoring request message from a monitoring agent to a transfer interface device through a Computer Telecommunication Integration (CTI) of a platform to which the monitoring agent itself belongs; analytically processing the monitoring request message and forwarding the analyzed monitoring request message to the CTI of the platform to which the monitored agent belongs by the transfer interface device, wherein the monitoring agent and the monitored agent belong to different call control platforms; joining a current conversation being held by the monitored agent by the monitoring agent after the CTI of the platform to which the monitoring agent itself belongs receives a monitoring response message sent by the CTI of the platform to which the monitored agent belongs and forwarded by the transfer interface device. The customer service system comprises a monitoring agent, a transfer interface device and a monitored agent. The method and system according to present invention can enable sniffer and call cut-in between agents from different platforms in a multi-platform mode.
摘要翻译：本发明涉及一种客户服务系统及其跨平台监控方法。该方法包括以下步骤：通过监控代理本身属于的平台的计算机通信集成（CTI）将监控代理发送监控请求消息发送给传输接口设备; 分析处理监控请求消息，并将分析的监控请求消息转发给被监控代理所属的平台的传输接口设备的CTI，其中监控代理和被监控代理属于不同的呼叫控制平台; 在监控代理本身所属的平台的CTI接收到被监控的代理所属的平台的CTI发送的监控响应消息之后，由监控代理加入被监控的代理持有的当前对话，该监视响应消息由转移接口设备客户服务系统包括监控代理，传输接口设备和监控代理。根据本发明的方法和系统可以在多平台模式中实现来自不同平台的代理之间的嗅探和呼叫切入。

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式