| 摘要 |
<p>The present invention discloses a call queuing system and method and a pre-occupying outbound call system and method. In the call queuing scheme, a presence information acquisition module acquires user presence information; a presence information inquiry module accomplishes an inquiry of the presence information acquisition module about the user presence information after receiving a call initiated to the call center from a terminal; and a CTI connected with an application server, when a user selects manual agents, performs queuing processing on the call based on the user presence information and selects a suitable agent for the call. In the pre-occupying outbound call scheme, a call center system pre-occupies a corresponding agent based on user presence information; the call center system selects a suitable outbound call communication method to initiate a call based on the user presence information; and the call center system assigns the call to the pre-occupied agent after the call is successful. The present invention can acquire more user information at the time of call access or a call center making a pre-occupying outbound call, which is useful for selecting a more suitable agent to serve a user, thus increasing the FCR of the system and the user satisfaction.</p> |
