| 摘要 |
<p>Disclosed in this invention are a call queuing system and method and a preoccupant-pattern outbound call system and method. In the call queuing scheme, a presence information obtaining module obtains the presence information of a user; after receiving a call initiated by a terminal to a call center, a presence information search module achieves the search for the presence information of the user at the presence information obtaining module; when the user chooses a manual agent, a Computer-Telephony Integration (CTI) connected to an application server performs the queuing processing for the call according to the presence information of the user, and chooses an appropriate agent for the call. In the preoccupant-pattern outbound call scheme, according to the presence information of the user, a call center system preoccupies a corresponding agent and chooses an appropriate outbound call communication manner to initiate a call; once the call is successful, the call center system allocates the call to the preoccupant agent. When the call is admitted or the preoccupant-pattern outbound call is performed by the call center, application of this invention enables more user information to be obtained, is of advantage to choose more appropriate agent to serve the user, and enhances the First Call Resolution rate (FCR) of the system and the degree of user satisfaction.</p> |
