Patent ID: 9667794
Date: 2017-05-30
CPC Classifications: H04L,H04M

Claim:
1. An agent service call switch system in a call centre, comprising a real-time Voice Channel Switching Management Unit (VCM) of an agent, a Computer Telecommunication Integration (CTI) module, an Automatic Call Distributor (ACD) module and the agent; wherein the VCM is configured to modify a Data Base (DB), and to add a service number for switching in an agent service number list, wherein the service number comprises a Voice Over Internet Phone (VOIP) number and a Public Land Mobile Network (PLMN) number; the agent selects the PLMN number as a service number after switching, and sends an update message to the CTI module through a Telephony Service Application Programming Interface (TSAPI) protocol to update the service number of the agent; the CTI module sends a logout message about a service number before switching, namely a VOIP number, to the ACD module through a Computer Supported Telecommunications Applications (CSTA) protocol; the agent sends an unregister message to the ACD module through a Session Initiation Protocol (SIP) protocol to unregister the VOIP number; the ACD module sends an acknowledgement message to the agent; the CTI module respectively, to complete switching of the service number from the VOIP number to the PLMN number; and after completing the switch of the agent voice channels, when a user call accesses the ACD module; the ACD module acquires the PLMN number of the agent, and calls PLMN number of the agent.