| 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. |
