| 发明名称 |
Method, Apparatus and System for Processing a Voice Call |
| 摘要 |
A method, an apparatus and a system for processing a voice call. The method includes, when a service control entity in a call center determines that a user corresponding to a user terminal needs assistance at a certain node in a self-service process, establishing, by the service control entity, a voice site, where the self-service process is provided by a self-service process entity in the call center; and adding, by the service control entity, the user terminal, the self-service process entity, and an agent terminal in the call center to the voice site, so that the agent terminal provides an assistance service for the user according to a demand of the user at the certain node. |
| 申请公布号 |
US2015023489(A1) |
申请公布日期 |
2015.01.22 |
| 申请号 |
US201414509461 |
申请日期 |
2014.10.08 |
| 申请人 |
Huawei Technologies Co., Ltd. |
发明人 |
Gao Zhuo;Tong Chunrong;Huang Yemao |
| 分类号 |
H04M3/523;H04M3/51 |
主分类号 |
H04M3/523 |
| 代理机构 |
|
代理人 |
|
| 主权项 |
1. A method for processing a voice call comprising:
establishing, by a service control entity, a voice site when the service control entity in a call center determines that a user corresponding to a user terminal needs assistance at a certain node in a self-service process, wherein the self-service process is provided by a self-service process entity in the call center; and adding, by the service control entity, the user terminal, the self-service process entity, and an agent terminal in the call center to the voice site, so that the agent terminal provides an assistance service for the user according to a demand of the user at the certain node. |
| 地址 |
Shenzhen CN |
