METHOD, APPARATUS AND SYSTEM FOR VOICE CALL PROCESSING

摘要

The embodiment of the present invention relates to a voice call processing method, apparatus and system. The method comprises: when a service control entity in a call center determines that a user corresponding to a user terminal is in need of assistance at a particular node in a self-service process, the service control entity establishing a voice conference hall, and specifically, the self-service process being provided by a self-service process entity in the call center; and the service control entity adding the user terminal, the self-service process entity and a seat terminal in the call center to the voice conference hall, enabling the seat terminal to offer assistance service to the user according to the needs of the user at the particular node.