Patent ID: 11917106
Assignee: ZTE CORPORATION
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 12:
13. A call center system, comprising:
a hard phone, comprising:
a processing module, an input module, a sending module, a sound reception module, a play module, a volume control module, a display device, and a receiving module, each of the input module, the sending module, the sound reception module, the play module, the display device, and the receiving module being connected to the processing module, and the volume control module being connected to the play module, wherein:
the display device is configured to display telephone traffic operation commands of different types;
the input module is configured to receive a telephone traffic operation command and an identity of a target attendant input by a user, and transmit the telephone traffic operation command and the identity of the target attendant to the processing module, wherein the telephone traffic operation command is used to manage the target attendant;
the processing module is configured to process the telephone traffic operation command and the identity of the target attendant in accordance with a preset protocol and then transmit the processed telephone traffic operation command and the processed identity of the target attendant to the sending module, and to send the processed telephone traffic operation command and the processed identity of the target attendant to a server through the sending module;
the receiving module is configured to receive an execution result of execution of the processed telephone traffic operation command by the server on the target attendant, and to transmit the execution result to the processing module;
the sound reception module is configured to acquire first voice information of the user and transmit the first voice information to the processing module for processing, and transmit the processed first voice information to the target attendant through the sending module;
the play module is configured to receive second voice information fed back through the receiving module by the target attendant; and
the volume control module is configured to control a play volume level in the second voice information;
wherein the server is configured to execute the processed telephone traffic operation command on the target attendant and send an execution result for the target attendant to the hard phone; and
wherein the hard phone is configured to process the telephone traffic operation command and the identity of the target attendant input by the user in accordance with a preset protocol, and then transmit the processed telephone traffic operation command and the processed identity of the target attendant to the server.