| 摘要 |
A call center system and call service implementation method thereof, wherein, the system includes a Web access device for logging in an instant messaging server based on the instant messaging access of a user, transmitting instant messaging queuing information to a Computer Telephony Integration (CTI) and transmitting an instant messaging request to a seat after receiving the queuing result information returned by the CTI; the CTI for returning the queuing result information to the Web access device according to the received instant messaging queuing information and transmitting a Web access service beginning message to the seat; and the seat for according to the received Web access service beginning message, accepting the instant messaging request initiated by the Web access device and performing the instant messaging. By the call center system and the call service realization method thereof provided by the invention, the interaction of voice access and the operation of network access instant messaging are combined, and the call center system in the single manner of voice access is improved. |
