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1. 发明申请

WO2013108137A1 METHOD AND APPARATUS FOR PROCESSING REPETITIVE CALLS TO A HOTLINE 审中-公开
标题翻译：用于处理重复呼叫到热线的方法和装置
公开(公告)号：WO2013108137A1
公开(公告)日：2013-07-25
申请号：PCT/IB2013/000526
申请日：2013-01-21
申请人： ALCATEL LUCENT
发明人： FAN, Xuan Zhi , LIU, Rocky
IPC分类号： H04M3/51 , H04M3/523 , H04M3/42
CPC分类号： H04M3/5238 , H04M3/42068 , H04M3/42187 , H04M3/46 , H04M3/5232 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The present invention provides a method and apparatus for processing a hotline. The present invention introduces a client-customer service relationship correspondence table in a multiple line hunt group. When a client dials a hotline for the first time for a problem, the multiple line hunt group will select a customer service and save a correspondence relationship between the client and the customer service. When the client dials the hotline again, the multiple line hunt group will first query whether records of the client exist in the client-customer service relationship correspondence table; if yes, obtains a corresponding customer service to establish a call. If not, one is selected from idle customer services. By using the present method, when the client needs to dial the hotline for multiple times for a problem, it may be guaranteed that it is the same customer service who serves the client. In this way, the present method not only saves the client' s time and provides great convenience to the client, it may also save valuable customer service resources at the same time.
摘要翻译：本发明提供一种处理热线的方法和装置。本发明在多线寻线组中引入客户 - 客户服务关系对应表。当客户首次拨打热线问题时，多线寻线组将选择客户服务并保存客户端与客户服务之间的通信关系。当客户端再次拨打热线时，多线寻线组将首先查询客户端 - 客户服务关系对应表中是否存在客户端记录; 如果是，则获得相应的客户服务以建立呼叫。如果没有，则从空闲的客户服务中选择一个。通过使用本方式，当客户端需要多次拨打热线问题时，可以保证是为客户服务的同一客户服务。以这种方式，本方法既节省了客户时间，又为客户提供了极大的方便，同时也节省了宝贵的客户服务资源。

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