The intelligent service platform for the aged includes four business roles: the elderly, the Civil Affairs Bureau, the street office and the community service center. The Civil Affairs Bureau, street offices and community service centers establish an efficient linkage mechanism through private networks.
According to the situation of the elderly in the community, the elderly who join the community call system (hereinafter referred to as the network) will be given special mobile phones for the elderly or other call center pension platform terminals, and the collected file information of the elderly will be uploaded to the system. When the old man dials the "unified telephone number of the elderly service center" by fixing a dial key on the mobile phone, the information of the old man will pop up on the agent computer of the service center (including:
Name, address, contact telephone number, telephone number of children's relatives, street community, medical history, historical demand record, etc. ).
The specific process is as follows:
Initiation: When the elderly need life service at home and get sick and ask for help, they can send a service request to the community call platform through the designated button on the mobile phone of the elderly, and the information of the elderly will pop up on the agent computer of the intelligent pension service center:
Just press the button and don't talk-the old man hangs up after pressing the button on the mobile phone, and the information of the old man (including: name, address, contact number, telephone number of children's relatives, community where the street belongs, medical history, historical demand record, etc. ) pops up on the seat computer; After that, the agent in the control center called the old man back to confirm the service content and take effective help service in time.
Call after pressing the button-the old man presses the button on his mobile phone and waits for a call. Information of the elderly (including name, address, contact telephone number, telephone number of children and relatives, street community, medical history, historical demand record, etc.). ) pops up on the agent's computer, and the agent connects the phone and calls the old man to confirm the service content.
1. The intelligent service center for the elderly sends work orders to neighborhood offices and community service centers according to the needs of the elderly. According to the user's situation, the work order can be sent in many ways: telephone, SMS, network, etc.
2. Street offices or community service centers will arrange on-site service or emergency rescue after receiving the work order.
3. The intelligent aged care service center pays a timely return visit to the elderly to confirm the service implementation and user satisfaction.
4. The Civil Affairs Bureau (street offices) has the functions of supervision and management, task assignment and work guidance for subordinate units.
5 community service center (street office) can ask for instructions from the superior unit; After the new information of the elderly is registered and verified by the community service center, it will be reported to the street office, which will report it to the Civil Affairs Bureau for review.
Wireless city pension service platform integration architecture: push-to-talk mobile phone WAN for the elderly: private network or VPN network environment LAN: including routers, network switches, network cables, crystal heads and other community service call platforms: including community call platform switching sub-platform and community call platform business sub-platform: SMS cat: SMS messaging media gateway: recording server for connecting telecommunication analog trunk with internal agent's chatterbox: headphones for storing recorded files: office equipment such as agent's special agent PC.
Call center scheduling subsystem
The call center dispatching system is used to realize the dispatching of network, telephone and other channels, including: unified service hotline access, incoming call number collection, incoming call queuing strategy, incoming call screen triggering, seat number allocation and management, total recall, telephone channel monitoring, network access management and other functions. Specific functions include:
Telephone switching function (PBX)
Seats answer the phone, call each other between seats, call outside seats, etc. , and can realize unconditional call forwarding, busy and no answer transfer; Support call forwarding, call holding, call waiting and call parking; Telephone answering: grouping telephone answering function; The group vibrates and rings in turn.
distributed network
VOIP gateway function, seats can be deployed not only in the local area network, but also remotely around the world through the Internet. Realize decentralized office and centralized management. Automatic traffic assignment
Intelligently identify incoming calls, assign incoming calls to corresponding seats, and provide ACD functions such as seat login, grouping, traffic distribution, queuing, and no answer processing. Telephone queue management (TWM)
Set the waiting queue of mobile phone independently, and select the location of waiting music, smart play queue and waiting time.
CDR records the call list of all calls in detail, and also provides the analysis report of all agent calls, daily traffic, monthly load and other call detail reports in each time period.
Telephone recording and monitoring
Real-time recording of incoming and outgoing calls of all seat extensions can be realized without adding any special recording equipment. Administrators with permissions can also monitor any part of the phone call in real time.
Multi-party conference call can realize 30-60 parties free conference call without additional investment in special conference call equipment. You can call the extension, other phones and external phones directly to the conference room.
The account authority management administrator can assign the dialing authority and functional authority of the agent.
Extension 1: each extension can be bound with more than 3 other telephones, including fixed telephones, local telephones and mobile telephones. When there is no answer from the agent extension, it will automatically call other phones in turn to realize the function of one-number communication.
An agent who has authority in the process of forced disassembly, forced insertion and forced transfer can force disassembly, forced insertion or transfer of an incoming call to any part of a telephone, an outside line or a mobile phone without requiring the other party to make another call.
When the internal extension or remote extension has not been called for a long time or the line is busy, the system can start the transfer function and associate it with the original data.
Time-sharing system can perform different system tasks under different time conditions. For example, if an outside call comes in during working hours, the system will switch to the ordinary seat; Incoming calls during non-working hours will be transferred to the duty seat.
Blacklist A phone that deliberately causes trouble or harassment can be listed as a "blacklist number", and this number always shows a busy tone when it comes in.
Intelligent routing can be set according to the calling number, called number and line used, and qualified incoming calls will be automatically transferred to the corresponding items (seats, queues or voice navigation menus, etc.). ).
Intelligent number matching According to the customer's last call record, the system will automatically find the last call agent for him. When the agent exists and is idle, the caller will be prompted whether to connect the agent directly.
WEB service supports users to access the system platform through internet, supports http and https protocols, and supports peanut shell clients (for dynamic domain name resolution).
Function Introduction of Intelligent Pension System
Intelligent elderly service system, namely business sub-platform, consists of several functional modules, such as basic data management, elderly information management, agent management, system management, log management and so on.
4.2. 1, Basic Data Management
Manage the control area, street offices and community service centers of the community call platform. Regional management subdistrict office management community service center management service regional management management called party's calling number (service number).
4.2.2, the elderly information management
Provide information collection and file management under multi-level accounts. Database management and service file management including personal information of the elderly. 1), information of the elderly: including name, address, telephone number, telephone number of children's relatives, street community, medical history, historical demand record, etc. Family information management of the elderly in the community where the telephone number of the elderly is located 2) Historical demand record of health file management of the elderly 2) Service file management: Historical service records can be queried according to the combination of community service center, age, gender and category of the elderly; Provide various statistical reports, which can be exported and printed. 3) Information review: The newly submitted information of the elderly must be reviewed and reported by the community service station and approved by the Civil Affairs Bureau before it can be officially listed as a service object.
4.2.3, account management
Because the operation authority and role of the seats in the control center, street office and community service center of the Civil Affairs Bureau are different, different login authority should be set for different login accounts. Agency account management includes: account role management, account list 1), account role management: adding and setting account roles and matching roles with account permissions. Account roles are divided into civil affairs bureau control center seats, street office seats, community service center seats, etc. The display authority of the proxy page module is divided into: permission and no permission; The operation authority of the agent interface is divided into: browse, add, modify, delete, etc. Call management authority is divided into: internal call, local call, long-distance call, international call, etc. 2) Account list: displays information such as names and permissions of all accounts, which can be used to add new accounts and search accounts according to keywords.
4.2.4, scheduling management
After obtaining the information of the elderly, the agent will distribute the needs of the elderly to the corresponding service outlets and commodity suppliers through the dispatching management module. 1), generate a work order: after the agent receives the call from the customer, generate a work order, and the agent can search the service items of the calling customer's jurisdiction and nearby service points to confirm whether the work order can be sent. Work orders can be sent to the corresponding service points by phone or SMS. General work orders include: work order name, work order number (automatically generated by the system), old man's name, work order content of community service provider or service point (selected from the drop-down menu), dispatching status (dispatching), work order in progress status (service 2) and work order reassignment: if the service outlets cannot provide the tasks specified in the work order in time, they can apply for reassignment to the dispatch center, and the dispatch center can reassign to other service outlets or cancel the work order after receiving the reassignment information. 3) Work order cancellation: If no service outlets can provide the tasks specified in the work order in time, or customers (elderly people) call to cancel the tasks voluntarily, the dispatching center can cancel the work order. 4) Task tracking: the system displays the task progress status in real time, which is convenient for scheduling tasks. If the task is not completed within the specified time, the system will give a prompt. 5) Task return visit: for the completed scheduled task, the system will prompt the agent to return visit. You don't need to dial the seat manually, just click it. After dialing the customer's phone number, the interface automatically jumps to the "task evaluation" module. At the same time, the system lists the tasks that have ended the return visit and the tasks that failed the return visit. 6) Task evaluation: customer's evaluation of service and product satisfaction can be filled in manually by the agent or an evaluation template can be selected from the drop-down menu. Customer evaluation can be statistically analyzed, exported and printed.
4.2.5, system management
Manage the configuration of the system itself. Menu management parameter management menu management application management mobile phone area code management data backup recovery conference management system monitoring designated agent binding interface management
4.2.6, log management
Manage the system operation log. Operation log transfer record telephone summary ACD operation record