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    • 54. 发明申请
    • Device and method of using a push mode to realize non-real-time media routing
    • 使用推送模式实现非实时媒体路由的设备和方法
    • US20110060619A1
    • 2011-03-10
    • US12991126
    • 2009-08-05
    • Qiang Fu
    • Qiang Fu
    • G06Q10/00
    • H04M3/5191G06Q10/063112H04L51/14
    • This invention discloses a device of using a push mode to realize non-real-time media routing, wherein a master control module is used for receiving a queuing request and a routing strategy, sending the queuing request to a pre-processing module, and sending the routing strategy to an appropriate routing queuing module; the pre-processing module is used for pre-processing the received queuing request, finding a pre-processing strategy according to the skills specified in the queuing request, calculating a user area code and service level, constructing the routing strategy according to the queuing request, the area code, the service level and the pre-processing strategy, and sending the routing strategy to the master control module; a routing queuing module is used for receiving the routing strategy, selecting seats according to the routing strategy, and allocating media to the selected seats. The invention also discloses a method of using a push mode to realize non-real-time media routing. The invention enables the Next Generation Call Center to have the non-real-time media routing and queuing capabilities, which improves functions of the Next Generation Call Center.
    • 本发明公开了一种使用推送模式实现非实时媒体路由的装置,其中主控模块用于接收排队请求和路由策略,将排队请求发送到预处理模块,并发送 路由策略到适当的路由排队模块; 预处理模块用于对接收到的排队请求进行预处理,根据排队请求中指定的技能查找预处理策略,计算用户区域代码和服务级别,根据排队请求构建路由策略 ,区号,服务级别和预处理策略,并将路由策略发送给主控模块; 路由排队模块用于接收路由策略,根据路由策略选择座席,并将媒体分配给选定的座席。 本发明还公开了一种使用推送模式来实现非实时媒体路由的方法。 本发明使得下一代呼叫中心具有非实时媒体路由和排队能力,从而改善下一代呼叫中心的功能。