Call processing method and device

• US 20150172464A1
• Filed: 08/27/2013
• Published: 06/18/2015
• Est. Priority Date: 09/13/2012
• Status: Abandoned Application

• Current Assignee: ZTE Corporation
• Original Assignee: ZTE Corporation
• Inventors: Liu, Bo
• Application Number:
  US14/418,991
• Publication Number:
  US 20150172464A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• CPC Class Codes: H04M 2207/206 composed of PSTN and wireless network
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A call processing method and device are provided, wherein the call processing method includes that a call centre server receives a connection request from a designated terminal, wherein the designated terminal is a fixed terminal or mobile terminal which is capable of accessing to the call centre server; the call centre server determines the user authority of the designated terminal; the call centre server sends customer data corresponding to the designated terminal to the designated terminal according to the user authority of the designated terminal which has established the connection. Thus the method and device enable a user to call a customer whenever and wherever possible, but also strengthen the protection of the target customer data.

Claims

1. A call processing method, comprising:

receiving, by a call centre server, a connection request from a designated terminal, wherein the designated terminal is a fixed terminal or a mobile terminal which is capable of accessing to the call centre server;

determining, by the call centre server, a user authority of the designated terminal;

sending, by the call centre server, customer data corresponding to the designated terminal to the designated terminal according to the user authority of the designated terminal which has established the connection.

2. The call processing method according to claim 1, further comprising:

performing, by the call centre server, a call management on a customer according to an instruction from the designated terminal which has established the connection.

3. The call processing method according to claim 1, wherein the receiving, by a call centre server, a connection request from a designated terminal comprises:

receiving, by the call centre server, the connection request which is sent by the designated terminal by dialling;

or

receiving, by the call centre server, the connection request which is sent by the designated terminal via a computer network;

or

receiving, by the call centre server, the connection request which is sent by the designated terminal via a local interface of the call centre server.

4. The call processing method according to claim 3, wherein the determining, by the call centre server, a user authority of the designated terminal comprises:

verifying, by the call centre server, a number of the designated terminal and determining the user authority of the designated terminal;

or

verifying, by the call centre server, account information which is sent by the designated terminal and determining the user authority of the designated terminal.

5. The call processing method according to claim 1, wherein the sending, by the call centre server, customer data corresponding to the designated terminal to the designated terminal according to the user authority of the designated terminal which has established the connection comprises:

sending, by the call centre server, to the designated terminal, a task list comprising the customer data corresponding to the designated terminal according to the user authority of the designated terminal which has established the connection.

6. The call processing method according to claim 2, wherein the call management comprises:

initiation of a call task, termination of a call task, modification of a call time, and modification of a call strategy.

7. A call centre server, comprising:

a connection unit, configured to receive a connection request from a designated terminal, wherein the designated terminal is a fixed terminal or a mobile terminal which is capable of accessing to the call centre server;

an authority determination unit, configured to determine a user authority of the designated terminal; and

a data sending unit, configured to send customer data corresponding to the designated terminal to the designated terminal according to the user authority of the designated terminal which has established the connection.

8. The call centre server according to claim 7, wherein the call centre server further comprises:

a call-out unit, configured to perform a call management on a customer according to an instruction from the designated terminal which has established the connection.

9. The call centre server according to claim 7, wherein the connection unit is configured to:

receive the connection request which is sent by the designated terminal by dialling;

or

receive the connection request which is sent by the designated terminal via a computer network;

or

receive the connection request which is sent by the designated terminal via a local interface of the call centre server.

10. The call centre server according to claim 8, wherein the authority determination unit is configured to:

verify a number of the designated terminal and determines the user authority of the designated terminal;

or

verify account information which is sent by the designated terminal and determines the user authority of the designated terminal.