CN102647531A - Hosted call system - Google Patents
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- CN102647531A CN102647531A CN2012100809089A CN201210080908A CN102647531A CN 102647531 A CN102647531 A CN 102647531A CN 2012100809089 A CN2012100809089 A CN 2012100809089A CN 201210080908 A CN201210080908 A CN 201210080908A CN 102647531 A CN102647531 A CN 102647531A
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Abstract
The invention discloses a hosted call system which comprises a telephone and a computer of a client A, a telephone and a computer of a client B, a company website of the client B, N gateways, a load balance module A, a load balance module B, a load balance module C, a load balance module D, a WEB server, a computer telecommunication integration (CTI) server and a router; the parts are related to a database and a monitoring module; the monitoring module is connected with the database; and the system is used in an existing internet or a telecommunication network, does not need remote deployment and supports distributed use. The high-capacity and high-concurrency processing capability is provided, and the overall performance is excellent.
Description
Technical field
The present invention relates to communication technical field, relate in particular to a kind of trustship type calling system.
Background technology
Traditional call center uses in local area network (LAN) inside, has following problem:
1. need to buy server and dispose, deployment time is long, and local area network terminal need use the activex control to carry out the interface and arrange; Need download and install and carry out the interface layout; And need manually to upgrade, need buy the cost of equipment height, need the professional of enterprise maintenance management;
2. through the corresponding trustship call center of a gateway, realize big capacity through the mode of piling up, the utilance of resource is not high, can't realize load balancing;
3. when gateway goes wrong, can cause dropped calls, can't insert conversation, but traditional call center adopts cold standby mode one to one, need advance machine room, launches new gateway more, recovery time is long.
4. realize through the activex control between the existing call center browser and the communication server, need to install, also need manually to upgrade, and can only use the IE browser; Poll refreshes in the internet, applications, does not need control, and setting-up time goes inquiry at interval, and real-time inadequately, interaction times is many, and it is big to take flow.
Summary of the invention
The present invention proposes a kind of trustship type call center, use existing the Internet or telecommunications network, do not need the strange land to dispose, can distributedly use.
This system comprises phone and computer, the client B company's site of phone and computer, the client B of client A; N gateway, load balancing module A, load balancing module B, load balancing module C, load balancing module D, WEB server, computer telephone integration cti server, router;
The phone of the phone of client A, client B all links to each other with gateway through the relaying cluster of telecommunications network, is parallel with load balancing module A, load balancing module B in the middle of gateway and the computer telephone integration cti server; Cti server links to each other with the WEB server through load balancing module D, and it is seat end computer that the WEB server passes through behind router, the load balancing module C through Internet connection client B successively;
Be provided with trigger module at the WEB server, trigger condition is to receive that the information of cti server or the time that setting maintains link are 30 seconds;
Cti server is provided with accounting module, routing module, Voice Navigation module, self adaptation incoming call queuing module, Call Control Block, more than each module link to each other successively; Wherein accounting module is associated with accounting system;
Above each several part all is associated with database, monitoring module; Monitoring module links to each other with database;
Wherein load balancing module A comprises pattern a control unit and pattern b control unit; Load balancing module D comprises pattern a ' control unit and pattern b ' control unit; Pattern a control unit is identical with pattern a ' control unit control principle; Pattern b control unit is identical with the control principle of pattern b ' control unit; Difference is the equilibrium of load balancing module A to liking cti server, and the equilibrium of load balancing module D is to liking the WEB server;
The control principle of pattern a control unit is: enterprise's seat distributes under the employing a pattern; Every cti server is disposed the seat of fixed number; The seat that belongs to same enterprise all is deployed in the same cti server; Different according to number of seats purpose under the enterprise, every cti server can dispose 1 to enterprise of N family, and the distribution condition of enterprise is recorded pattern a control unit;
The control principle of pattern b control unit is: enterprise's seat distributes under the employing b pattern, guarantees to distribute identical enterprise's number and seat number on every cti server as far as possible, through real-time operation, the seat under the enterprise is assigned on the different cti servers; Less than the maximum seating capacity number of separate unit cti server, the cti server number that is assigned to is as the criterion to be no more than 5 station servers like the seat number of enterprise, prevents that too dispersion that enterprise's seat distributes from making between the cti server networking structure complicated; Like the seat number of enterprise maximum seating capacity number more than or equal to the separate unit cti server; The cti server number that is assigned to should be greater than the maximum seating capacity number of enterprise's seat sum divided by the separate unit cti server; And make that same enterprise seat number is no more than 80% on the separate unit cti server, keep surplus and supply other enterprise's seats to distribute to use; To guarantee the load balancing of each cti server; And through setting up user of service's in the synchronous enterprise of Star topology net state; The distribution condition of enterprise and seat is recorded pattern b control unit;
The control principle of pattern a ' control unit is: distribute at the enterprise seat and adopt under a pattern, the seat of same enterprise is distributed in the cti server, and the distribution condition of enterprise and seat is recorded pattern a ' control unit; After the seat login, be connected with the long of seat end through the foundation of WEB server, the WEB server is through the pattern a ' control unit of load balancing module D, and the cti server that belongs to enterprise connects;
The control principle of pattern b ' control unit is: distribute at the enterprise seat and adopt under the b pattern, enterprise's seat is distributed on many cti servers, and the distribution condition of enterprise and seat is recorded pattern b ' control unit; After the seat login, set up with the long of seat end through the WEB server and to be connected, enterprise and seat distribution situation that the WEB server writes down through the pattern b ' control unit that reads load balancing module D, the cti server that belongs to the enterprise seat connects;
Load balancing module B comprises and divides equally control unit a and poll control unit b; Load balancing module C comprises and divides equally control unit a ' and poll control unit b '; It is identical with the control principle of dividing equally control unit a ' to divide equally control unit a; Poll control unit b is identical with the control principle of poll control unit b '; Difference is the equilibrium of load balancing module B to liking gateway, and the equilibrium of load balancing module C is landed request to liking the seat end;
The control principle of dividing equally control unit a is: divide equally control unit a with the cti server outbound calling according to average algorithm, be assigned on the idle gateway of 1 to N platform and breathe out, make the outbound calling number of every gateway keep average; The sub-average gateway of preferential selection is breathed out;
The control principle of poll control unit b is: poll control unit b carries out poll with the cti server outbound calling according to the number order of the gateway idle gateway from 1 to N and distributes, and after being assigned to N platform gateway, redistributes since 1 again;
The control principle of dividing equally control unit a ' is: divide equally control unit a ' with seat end logging request according to average algorithm, be assigned on 1 to the N platform WEB server; Preferentially the seat request of logining is assigned on the WEB server of login seat number less than mean value and lands;
The control principle of poll control unit b ' is: poll control unit b ' handles seat end logging request according to WEB server number order from 1 to N poll; After being assigned to N platform WEB server; Since 1, distribute the seat end to sign in on the different WEB servers again;
The workflow of this system comprises registering flow path, client A incoming call flow process, client B exhalation flow process, the online callback flow of client A;
Enterprise is behind accounting system registration company information; Accounting system is that enterprise distributes unique ID number and hot line number; And distribute the seat end of some and seat end to number for this enterprise, and according to the accounting module that simultaneously company information is sent to cti server according to the instructions for use of enterprise;
Registered and paid the enterprise of these trustship type calling system usage charges; Seat end and seat end numbering to being assigned to are carried out the authority setting; Be divided into three levels, senior executive, common management personnel and common user of service, three-type-person person is provided with accessing to your password of oneself; Use the hot line number of own enterprise, own seat end numbering, own access to your password and the telephone number of own binding lands when landing, wherein the telephone number of binding this can bind also and can not bind;
Client A incoming call flow process is:
One. client A incoming call voice flow gets into trunk group through telecommunications network (PSTN) and is connected into gateway;
Two. through getting into cti server after the incoming call voice flow entering load balancing module A equilibrium after the gateway conversion;
Load balancing module A is divided into following two kinds of situation:
Distribute under the employing a pattern at enterprise's seat, the seat of same enterprise is distributed in the cti server, and cti server was answered processing under the pattern a control unit of load balancing module A was assigned to enterprise through the distribution condition that reads enterprise;
Distribute under the employing b pattern at enterprise's seat; Enterprise's seat is distributed on many cti servers; The pattern b control unit of load balancing module A is through the enterprise and the seat distribution situation of reading and recording; Select the cti server at suitable enterprise idle seat place, the call request that gateway is sent distributes;
Three. the signal that gets into cti server is divided into two-way, and one tunnel incoming call voice flow gets into load balancing module B; Another road gets into accounting module for the incoming call data flow; Start accounting module after routing module distributes; Get into the Voice Navigation module then successively and carry out function selecting; Get into self adaptation incoming call queuing module idle client B to be allocated such as rank, getting into Call Control Block carries out message registration and recording; The incoming call data flow of coming out from Call Control Block gets into load balancing module D;
Four. get into the WEB server after the incoming call data flow equilibrium of entering load balancing module D;
The incoming call data flow that gets into load balancing module D is divided into following two kinds of situation:
Distribute under the employing a pattern at enterprise's seat, the seat of same enterprise is distributed in the cti server, and pattern a ' control unit is through reading the distribution condition of enterprise and seat, with http protocol notice WEB server;
Distribute under the employing b pattern at enterprise's seat, enterprise's seat is distributed on many cti servers, and pattern b ' control unit is through reading the distribution condition of enterprise and seat, with http protocol notice WEB server;
Five. connect step 3, the incoming call voice flow that gets into load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, handles the exhalation request to gateway that cti server is initiated, and selecting idle gateway to connect client B is agent phone;
The enterprise seat distributes to be selected for use under the situation of average algorithm, divide equally control unit a with the cti server outbound calling according to average algorithm, be assigned on the idle gateway of 1 to N platform and breathe out, make the outbound calling number of every gateway keep average;
The enterprise seat distributes to be selected for use under the situation of polling algorithm, and poll control unit b carries out poll with the cti server outbound calling according to the number order of the gateway idle gateway from 1 to N and distributes, and after being assigned to N platform gateway, redistributes since 1 again;
Six. connect step 4, the long connection that the WEB server has been set up through inspection, notify corresponding seat end, and the customer information bullet of will sending a telegram here shields on the seat end computer;
The WEB server is according to the trigger condition of trigger module, and the data base call event information is removed in the request that receiving position end personnel send through the Internet network, divides three kinds of situation:
If a. in 30 second time, database is not received the event information that cti server sends, the WEB server sends no incident information through the Internet network to seat end personnel;
If b. when database received WEB server requests information, database was received the event information that cti server sends simultaneously, the WEB server then sends event information through the Internet network to seat end personnel immediately;
If c. database receives WEB server requests information 30-n after second, n≤30, cti server sends event information to database, and the WEB server then sends event information through the Internet network to seat end personnel at 30-n second;
Client B incoming call flow process is:
One. client B is that the seat end sends call signal through the Internet;
Two. the data flow of call signal gets into load balancing module C, distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, and balanced data stream gets into the WEB server through router:
The enterprise seat distributes to be selected for use under the situation of average algorithm, divide equally control unit a ' with seat end logging request according to average algorithm, be assigned on 1 to the N platform WEB server; Preferentially the seat request of logining is assigned on the WEB server of login seat number less than mean value and lands;
Enterprise's seat distributes to be selected for use under the situation of polling algorithm; Poll control unit b ' handles seat end logging request according to WEB server number order from 1 to N poll; After being assigned to N platform WEB server,, distribute the seat end to sign in on the different WEB servers again since 1;
The data flow that three .WEB servers come out gets into load balancing module D, carries out load balancing according to enterprise's seat allocation model:
Distribute at the enterprise seat and to adopt under a pattern, the WEB server is through pattern a ' control unit, data flow is sent to the seat of appointment under cti server handle;
Distribute at the enterprise seat and to adopt under the b pattern, the WEB server is through pattern b ' control unit, data flow is sent to the seat of appointment under cti server handle;
Four. the data flow that gets into cti server at first gets into behind the Call Control Block through the accounting module two-way exhalation voice flow that comes out and gets into load balancing module B;
The voice flow that five .CTI servers come out gets into load balancing module B; Load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat; Handle the exhalation request that cti server is initiated to gateway; Select the idle gateway of two-way, wherein a road network closes through telecommunications network and connects customer phone, and another road network closes through telecommunications network connects agent phone;
Client A carries out online callback flow:
One. client A gets into client B company's site through computer, carries out online callback through client B company's site:
Two. client B is that the seat end sends call signal through the Internet;
Three. the data flow of call signal gets into load balancing module C, distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, and balanced data stream gets into the WEB server through router:
The data flow that four .WEB servers come out gets into load balancing module D, carries out load balancing according to enterprise's seat allocation model:
Distribute at the enterprise seat and to adopt under a pattern, the WEB server is through pattern a ' control unit, data flow is sent to the seat of appointment under cti server handle;
Distribute at the enterprise seat and to adopt under the b pattern, the WEB server is through pattern b ' control unit, data flow is sent to the seat of appointment under cti server handle;
Five. the data flow that gets into cti server at first gets into behind the Call Control Block through the accounting module two-way exhalation voice flow that comes out and gets into load balancing module B;
The voice flow that six .CTI servers come out gets into load balancing module B; Load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat; Handle the exhalation request that cti server is initiated to gateway; Select the idle gateway of two-way, wherein a road network closes through telecommunications network and connects customer phone, and another road network closes through telecommunications network connects agent phone;
The state ruuning situation of monitoring module monitoring each several part when unusual, is sent alarm.
Beneficial effect of the present invention:
1. this system uses existing the Internet or telecommunications network, does not need the strange land to dispose, and supports distributed use.
2. by system manager's uniform maintenance, do not need the professional of enterprise to safeguard;
3. the mode through dynamic load leveling has realized big capacity, has improved resource utilization;
4. capacity adjustment flexibly with the need possesses internet interface flexibly, can carry out the value-added service butt joint as required; All functions use with the opening, flexible configuration, and operation service quality is high;
5. the local area network (LAN) of oneself is built at the existing call center, can obtain the state of phone through interactive signal; Our trustship center adopts the Internet and telecommunications network to combine, but telecommunications network can not obtain the state of each phone, replys effectively call distribution being answered to the corresponding telephone equipment so carry out call attempt;
6. through in the WEB server, trigger module being set, realized the real-time of incident, efficient is high.
Description of drawings
Fig. 1 is a schematic flow sheet of the present invention;
Embodiment
Below in conjunction with the accompanying drawing embodiment that develops simultaneously, describe the present invention.
This system comprises phone and computer, the client B company's site of phone and computer, the client B of client A; N gateway, load balancing module A, load balancing module B, load balancing module C, load balancing module D, WEB server, cti server, router;
The phone of the phone of client A, client B all links to each other with gateway through the relaying cluster of telecommunications network, is parallel with load balancing module A, load balancing module B in the middle of gateway and the cti server; Cti server links to each other with the WEB server through load balancing module D, and it is seat end computer that the WEB server passes through behind router, the load balancing module C through Internet connection client B successively;
Be provided with trigger module at the WEB server, trigger condition is to receive that the information of cti server or the time that setting maintains link are 30 seconds;
Cti server is provided with accounting module, routing module, Voice Navigation module, self adaptation incoming call queuing module, Call Control Block; Wherein accounting module is associated with accounting system;
Above each several part all is associated with database, monitoring module; Monitoring module links to each other with database; In monitoring module, be provided with discrimination module;
Wherein load balancing module A comprises pattern a control unit and pattern b control unit; Load balancing module D comprises pattern a ' control unit and pattern b ' control unit; Pattern a control unit is identical with pattern a ' control unit control principle; Pattern b control unit is identical with the control principle of pattern b ' control unit; Difference is the equilibrium of load balancing module A to liking cti server, and the equilibrium of load balancing module D is to liking the WEB server;
The control principle of pattern a control unit is: enterprise's seat distributes under the employing a pattern; Every cti server is disposed the seat of fixed number; The seat that belongs to same enterprise all is deployed in the same cti server; Different according to number of seats purpose under the enterprise, every cti server can dispose 1 to enterprise of N family, and the distribution condition of enterprise is recorded pattern a control unit;
The control principle of pattern b control unit is: enterprise's seat distributes under the employing b pattern, guarantees to distribute identical enterprise's number and seat number on every cti server as far as possible, through real-time operation, the seat under the enterprise is assigned on the different cti servers; Less than the maximum seating capacity number of separate unit cti server, the cti server number that is assigned to is as the criterion to be no more than 5 station servers like the seat number of enterprise, prevents that too dispersion that enterprise's seat distributes from making between the cti server networking structure complicated; Like the seat number of enterprise maximum seating capacity number more than or equal to the separate unit cti server; The cti server number that is assigned to should be greater than the maximum seating capacity number of enterprise's seat sum divided by the separate unit cti server; And make that same enterprise seat number is no more than 80% on the separate unit cti server, keep surplus and supply other enterprise's seats to distribute to use; To guarantee the load balancing of each cti server; And through setting up user of service's in the synchronous enterprise of Star topology net state; The distribution condition of enterprise and seat is recorded pattern b control unit;
The control principle of pattern a ' control unit is: distribute at the enterprise seat and adopt under a pattern, the seat of same enterprise is distributed in the cti server, and the distribution condition of enterprise and seat is recorded pattern a ' control unit; After the seat login, be connected with the long of seat end through the foundation of WEB server, the WEB server is through the pattern a ' control unit of load balancing module D, and the cti server that belongs to enterprise connects;
The control principle of pattern b ' control unit is: distribute at the enterprise seat and adopt under the b pattern, enterprise's seat is distributed on many cti servers, and the distribution condition of enterprise and seat is recorded pattern b ' control unit; After the seat login, set up with the long of seat end through the WEB server and to be connected, enterprise and seat distribution situation that the WEB server writes down through the pattern b ' control unit that reads load balancing module D, the cti server that belongs to the enterprise seat connects;
The operation that the seat end is carried out also can be notified WEB server with the http protocol mode, and the WEB server is through load D control unit, and the affiliated cti server of seat that sends to appointment is handled;
Load balancing module B comprises and divides equally control unit a and poll control unit b; Load balancing module C comprises and divides equally control unit a ' and poll control unit b '; It is identical with the control principle of dividing equally control unit a ' to divide equally control unit a; Poll control unit b is identical with the control principle of poll control unit b '; Difference is the equilibrium of load balancing module B to liking gateway, and the equilibrium of load balancing module C is landed request to liking the seat end;
The control principle of dividing equally control unit a is: divide equally control unit a with the cti server outbound calling according to average algorithm, be assigned on the idle gateway of 1 to N platform and breathe out, make the outbound calling number of every gateway keep average; The sub-average gateway of preferential selection is breathed out;
The control principle of poll control unit b is: poll control unit b carries out poll with the cti server outbound calling according to the number order of the gateway idle gateway from 1 to N and distributes, and after being assigned to N platform gateway, redistributes since 1 again;
The control principle of dividing equally control unit a ' is: divide equally control unit a ' with seat end logging request according to average algorithm, be assigned on 1 to the N platform WEB server; Preferentially the seat request of logining is assigned on the WEB server of login seat number less than mean value and lands;
The control principle of poll control unit b ' is: poll control unit b ' handles seat end logging request according to WEB server number order from 1 to N poll; After being assigned to N platform WEB server; Since 1, distribute the seat end to sign in on the different WEB servers again;
The workflow of this system comprises registering flow path, client A incoming call flow process, client B exhalation flow process, the online callback flow of client A;
Enterprise is behind accounting system registration company information; Accounting system is that enterprise distributes unique ID number and hot line number; And distribute the seat end of some and seat end to number for this enterprise, and according to the accounting module that simultaneously company information is sent to cti server according to the instructions for use of enterprise;
Registered and paid the enterprise of these trustship type calling system usage charges; Seat end and seat end numbering to being assigned to are carried out the authority setting; Be divided into three levels, senior executive, common management personnel and common user of service, three-type-person person is provided with accessing to your password of oneself; Use the hot line number of own enterprise, own seat end numbering, own access to your password and the telephone number of own binding lands when landing, wherein the telephone number of binding this can bind also and can not bind;
Client A incoming call flow process is:
1. client A incoming call voice flow gets into trunk group through telecommunications network (PSTN) and is connected into gateway;
2. get into cti server after getting into load balancing module A equilibrium through the incoming call voice flow after the gateway conversion;
Load balancing module A is divided into following two kinds of situation:
Distribute under the employing a pattern at enterprise's seat, the seat of same enterprise is distributed in the cti server, and cti server was answered processing under the pattern a control unit of load balancing module A was assigned to enterprise through the distribution condition that reads enterprise;
Distribute under the employing b pattern at enterprise's seat; Enterprise's seat is distributed on many cti servers; The pattern b control unit of load balancing module A is through the enterprise and the seat distribution situation of reading and recording; Select the cti server at suitable enterprise idle seat place, the call request that gateway is sent distributes;
3. the signal that gets into cti server is divided into two-way, and one tunnel incoming call voice flow gets into load balancing module B; Another road gets into accounting module for the incoming call data flow, starts accounting module after routing module distributes, and gets into the Voice Navigation module then successively, self adaptation incoming call queuing module, Call Control Block; The incoming call data flow of coming out from Call Control Block gets into load balancing module D;
Wherein self adaptation call queuing and distribution method are specially: call out according to call model, call model comprises that sequence call, random call, poll are called out, average call;
Sequence call is by the sequence call that is provided with;
Poll is called out, and to being assigned to the phone of present group, poll successively is if in the conversation, change the next one at once; No-reply call 30 seconds changes the next one at once over to; Shut down, change the next one at once over to; , present group to wait in line when all hurrying;
Average call is calculated each member's the number of calls, when certain member's least number of times; Can preferentially be given to this member, if this member does not connect (according to restriction of number of calls number of times and binding hours are set), and other members are busy; Then stop setting-up time, when waiting other members not busy, change and call out other members; Pay the utmost attention to the member of least number of times at every turn.
4. get into the WEB server after the incoming call data flow equilibrium of entering load balancing module D;
The incoming call data flow that gets into load balancing module D is divided into following two kinds of situation:
Distribute under the employing a pattern at enterprise's seat, the seat of same enterprise is distributed in the cti server, and pattern a ' control unit is through reading the distribution condition of enterprise and seat, with http protocol notice WEB server;
Distribute under the employing b pattern at enterprise's seat, enterprise's seat is distributed on many cti servers, and pattern b ' control unit is through reading the distribution condition of enterprise and seat, with http protocol notice WEB server;
5. connect step 3, the incoming call voice flow that gets into load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, handles the exhalation request to gateway that cti server is initiated, and selecting idle gateway to connect client B is agent phone;
The enterprise seat distributes to be selected for use under the situation of average algorithm, divide equally control unit a with the cti server outbound calling according to average algorithm, be assigned on the idle gateway of 1 to N platform and breathe out, make the outbound calling number of every gateway keep average;
The enterprise seat distributes to be selected for use under the situation of polling algorithm, and poll control unit b carries out poll with the cti server outbound calling according to the number order of the gateway idle gateway from 1 to N and distributes, and after being assigned to N platform gateway, redistributes since 1 again;
6. connect step 4, the long connection that the WEB server has been set up through inspection, notify corresponding seat end, and the customer information bullet of will sending a telegram here shields on the seat end computer.
The WEB server is according to the trigger condition of trigger module, and the data base call event information is removed in the request that receiving position end personnel send through the Internet network, divides three kinds of situation:
If a. in 30 second time, do not have the event information of cti server to the database transmission, the WEB server sends no incident information through the Internet network to seat end personnel;
If b. when database received WEB server requests information, database was received the event information that cti server sends simultaneously, the WEB server then sends event information through the Internet network to seat end personnel immediately;
If c. database receives WEB server requests information 30-n after second, n≤30, cti server sends event information to database, and the WEB server then sends event information through the Internet network to seat end personnel at 30-n second;
Client B incoming call flow process is:
1. client B is that the seat end sends call signal through the Internet;
2. the data flow of call signal gets into load balancing module C, distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, and balanced data stream gets into Web server through router:
The enterprise seat distributes to be selected for use under the situation of average algorithm, divide equally control unit a ' with seat end logging request according to average algorithm, be assigned on 1 to the N platform WEB server; Preferentially the seat request of logining is assigned on the WEB server of login seat number less than mean value and lands;
Enterprise's seat distributes to be selected for use under the situation of polling algorithm; Poll control unit b ' handles seat end logging request according to WEB server number order from 1 to N poll; After being assigned to N platform WEB server,, distribute the seat end to sign in on the different WEB servers again since 1;
3.WEB the data flow that server comes out gets into load balancing module D, carries out load balancing according to enterprise's seat allocation model:
Distribute at the enterprise seat and to adopt under a pattern, the WEB server is through pattern a ' control unit, data flow is sent to the seat of appointment under cti server handle;
Distribute at the enterprise seat and to adopt under the b pattern, the WEB server is through pattern b ' control unit, data flow is sent to the seat of appointment under cti server handle;
4. the data flow that gets into cti server at first gets into behind the Call Control Block through the accounting module two-way exhalation voice flow that comes out and gets into load balancing module B;
5.CTI the voice flow that server comes out gets into load balancing module B; Load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat; Handle the exhalation request that cti server is initiated to gateway; Select the idle gateway of two-way, wherein a road network closes through telecommunications network and connects customer phone, and another road network closes through telecommunications network connects agent phone;
Client A carries out online callback flow:
1. client A flows into client B company's site through conventional data, gets into online callback plate:
2. client B is that the seat end sends call signal through the Internet;
3. the data flow of call signal gets into load balancing module C, distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, and balanced data stream gets into the WEB server through router:
The enterprise seat distributes to be selected for use under the situation of average algorithm, divide equally control unit a ' with seat end logging request according to average algorithm, be assigned on 1 to the N platform WEB server; Preferentially the seat request of logining is assigned on the WEB server of login seat number less than mean value and lands;
Enterprise's seat distributes to be selected for use under the situation of polling algorithm; Poll control unit b ' handles seat end logging request according to WEB server number order from 1 to N poll; After being assigned to N platform WEB server,, distribute the seat end to sign in on the different WEB servers again since 1;
4.WEB the data flow that server comes out gets into load balancing module D, carries out load balancing according to enterprise's seat allocation model:
Distribute at the enterprise seat and to adopt under a pattern, the WEB server is through pattern a ' control unit, data flow is sent to the seat of appointment under cti server handle;
Distribute at the enterprise seat and to adopt under the b pattern, the WEB server is through pattern b ' control unit, data flow is sent to the seat of appointment under cti server handle;
5. the data flow that gets into cti server at first gets into behind the Call Control Block through the accounting module two-way exhalation voice flow that comes out and gets into load balancing module B;
6.CTI the voice flow that server comes out gets into load balancing module B; Load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat; Handle the exhalation request that cti server is initiated to gateway; Select the idle gateway of two-way, wherein a road network closes through telecommunications network and connects customer phone, and another road network closes through telecommunications network connects agent phone;
The state ruuning situation of monitoring module monitor database is provided with the early warning of A level in the discrimination module, the early warning of B level, the early warning of C level; Startup A level early warning when server failure warning and load monitoring warning, startup B level early warning when database warning and storage security warning is when handling safety warning and the early warning of data exception warning startup C level;
Further, Voice Navigation module is associated with fax; Call Control Block is associated with recording module, message registration module, outgoing call module, SMS module; The outgoing call module comprises predictive outbound and the outgoing call of preview formula;
When the client called, the message registration module started, and conversation is each time distributed a CALL ID, and warning threshold is set, and when surpassing when number of times being set still not connecting, the message registration module can be with relevant common management personnel are sent alarm;
During closing of the circuit that the client dials, recording module begins to start, and recording is each time distributed a numbering, and this numbering and enterprise ID number, the numbering of corresponding seat end are corresponding;
In the record in database; Message registration module and recording module are the relations of calling each other; The message registration module can go to call in the recording module recording of certain conversation; Recording module can with combine through the record in the logging modle, thereby the quality of each seat end is carried out quality testing assessment and can be generated statistical report form;
In database, also be provided with Charging Detail Record unit, call manager unit, customer data unit, System Management Unit, updating block, self-defined unit, form unit;
Monitoring module also is associated with quality testing module;
Wherein gateway is provided with gateway backup, and the gateway backup comprises that many networkings close heat and be equipped with device, and every group comprises N gateway, a n backup gateway and controller, and the span of N is: 2≤N≤16, and n＜N, and N, n are integer.Gateway tie trunk road 1 is to M, and backup gateway connects backup relays circuit 1 to M, and backup gateway can connect many backup relays circuits simultaneously, and M is an integer, and value is relevant with the gateway access capability; Controller comprises monitoring unit, record cell, performance element and reminding unit; Monitoring unit links to each other respectively with record cell, performance element; Record cell links to each other with reminding unit, and N gateway links to each other with performance element with the monitoring unit of controller respectively with backup; In record cell, be provided with the serial number table that n backup gateway starts successively, and be provided with the early warning database, be provided with rudimentary, intermediate and senior three other early warning values of level and the pairing early warning object of each warning level at the early warning database;
In sum, more than being merely preferred embodiment of the present invention, is not to be used to limit protection scope of the present invention.All within spirit of the present invention and principle, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (7)
1. trustship type calling system; It is characterized in that; This system comprises phone and computer, the client B company's site of phone and computer, the client B of client A; N gateway, load balancing module A, load balancing module B, load balancing module C, load balancing module D, WEB server, computer telephone integration cti server, router;
The phone of the phone of client A, client B all links to each other with gateway through the relaying cluster of telecommunications network, is parallel with load balancing module A, load balancing module B in the middle of gateway and the cti server; Cti server links to each other with the WEB server through load balancing module D, and it is seat end computer that the WEB server passes through behind router, the load balancing module C through Internet connection client B successively;
Be provided with trigger module at the WEB server, trigger condition is to receive that the information of cti server or the time that setting maintains link are 30 seconds;
Cti server is provided with accounting module, routing module, Voice Navigation module, self adaptation incoming call queuing module, Call Control Block, more than each module link to each other successively; Wherein accounting module is associated with accounting system;
Above each several part all is associated with database, monitoring module; Monitoring module links to each other with database;
Wherein load balancing module A comprises pattern a control unit and pattern b control unit; Load balancing module D comprises pattern a ' control unit and pattern b ' control unit; Pattern a control unit is identical with pattern a ' control unit control principle; Pattern b control unit is identical with the control principle of pattern b ' control unit; Difference is the equilibrium of load balancing module A to liking cti server, and the equilibrium of load balancing module D is to liking the WEB server;
The control principle of pattern a control unit is: enterprise's seat distributes under the employing a pattern; Every cti server is disposed the seat of fixed number; The seat that belongs to same enterprise all is deployed in the same cti server; Different according to number of seats purpose under the enterprise, every cti server can dispose 1 to enterprise of N family, and the distribution condition of enterprise is recorded pattern a control unit;
The control principle of pattern b control unit is: enterprise's seat distributes under the employing b pattern, guarantees to distribute identical enterprise's number and seat number on every cti server as far as possible, through real-time operation, the seat under the enterprise is assigned on the different cti servers; Less than the maximum seating capacity number of separate unit cti server, the cti server number that is assigned to is as the criterion to be no more than 5 station servers like the seat number of enterprise, prevents that too dispersion that enterprise's seat distributes from making between the cti server networking structure complicated; Like the seat number of enterprise maximum seating capacity number more than or equal to the separate unit cti server; The cti server number that is assigned to should be greater than the maximum seating capacity number of enterprise's seat sum divided by the separate unit cti server; And make that same enterprise seat number is no more than 80% on the separate unit cti server, keep surplus and supply other enterprise's seats to distribute to use; To guarantee the load balancing of each cti server; And through setting up user of service's in the synchronous enterprise of Star topology net state; The distribution condition of enterprise and seat is recorded pattern b control unit;
The control principle of pattern a ' control unit is: distribute at the enterprise seat and adopt under a pattern, the seat of same enterprise is distributed in the cti server, and the distribution condition of enterprise and seat is recorded pattern a ' control unit; After the seat login, be connected with the long of seat end through the foundation of WEB server, the WEB server is through the pattern a ' control unit of load balancing module D, and the cti server that belongs to enterprise connects;
The control principle of pattern b ' control unit is: distribute at the enterprise seat and adopt under the b pattern, enterprise's seat is distributed on many cti servers, and the distribution condition of enterprise and seat is recorded pattern b ' control unit; After the seat login, set up with the long of seat end through the WEB server and to be connected, enterprise and seat distribution situation that the WEB server writes down through the pattern b ' control unit that reads load balancing module D, the cti server that belongs to the enterprise seat connects;
Load balancing module B comprises and divides equally control unit a and poll control unit b; Load balancing module C comprises and divides equally control unit a ' and poll control unit b '; It is identical with the control principle of dividing equally control unit a ' to divide equally control unit a; Poll control unit b is identical with the control principle of poll control unit b '; Difference is the equilibrium of load balancing module B to liking gateway, and the equilibrium of load balancing module C is landed request to liking the seat end;
The control principle of dividing equally control unit a is: divide equally control unit a with the cti server outbound calling according to average algorithm, be assigned on the idle gateway of 1 to N platform and breathe out, make the outbound calling number of every gateway keep average; The sub-average gateway of preferential selection is breathed out;
The control principle of poll control unit b is: poll control unit b carries out poll with the cti server outbound calling according to the number order of the gateway idle gateway from 1 to N and distributes, and after being assigned to N platform gateway, redistributes since 1 again;
The control principle of dividing equally control unit a ' is: divide equally control unit a ' with seat end logging request according to average algorithm, be assigned on 1 to the N platform WEB server; Preferentially the seat request of logining is assigned on the WEB server of login seat number less than mean value and lands;
The control principle of poll control unit b ' is: poll control unit b ' handles seat end logging request according to WEB server number order from 1 to N poll; After being assigned to N platform WEB server; Since 1, distribute the seat end to sign in on the different WEB servers again;
The workflow of this system comprises registering flow path, client A incoming call flow process, client B exhalation flow process, the online callback flow of client A;
Enterprise is behind accounting system registration company information; Accounting system is that enterprise distributes unique ID number and hot line number; And distribute the seat end of some and seat end to number for this enterprise, and according to the accounting module that simultaneously company information is sent to cti server according to the instructions for use of enterprise;
Registered and paid the enterprise of these trustship type calling system usage charges; Seat end and seat end numbering to being assigned to are carried out the authority setting; Be divided into three levels, senior executive, common management personnel and common user of service, three-type-person person is provided with accessing to your password of oneself; Use the hot line number of own enterprise, own seat end numbering, own access to your password and the telephone number of own binding lands when landing, wherein the telephone number of binding this can bind also and can not bind;
Client A incoming call flow process is:
One. client A incoming call voice flow gets into trunk group through telecommunications network (PSTN) and is connected into gateway;
Two. through getting into cti server after the incoming call voice flow entering load balancing module A equilibrium after the gateway conversion;
Load balancing module A is divided into following two kinds of situation:
Distribute under the employing a pattern at enterprise's seat, the seat of same enterprise is distributed in the cti server, and cti server was answered processing under the pattern a control unit of load balancing module A was assigned to enterprise through the distribution condition that reads enterprise;
Distribute under the employing b pattern at enterprise's seat; Enterprise's seat is distributed on many cti servers; The pattern b control unit of load balancing module A is through the enterprise and the seat distribution situation of reading and recording; Select the cti server at suitable enterprise idle seat place, the call request that gateway is sent distributes;
Three. the signal that gets into cti server is divided into two-way, and one tunnel incoming call voice flow gets into load balancing module B; Another road gets into accounting module for the incoming call data flow; Start accounting module after routing module distributes; Get into the Voice Navigation module then successively and carry out function selecting; Get into self adaptation incoming call queuing module idle client B to be allocated such as rank, getting into Call Control Block carries out message registration and recording; The incoming call data flow of coming out from Call Control Block gets into load balancing module D;
Four. get into the WEB server after the incoming call data flow equilibrium of entering load balancing module D;
The incoming call data flow that gets into load balancing module D is divided into following two kinds of situation:
Distribute under the employing a pattern at enterprise's seat, the seat of same enterprise is distributed in the cti server, and pattern a ' control unit is through reading the distribution condition of enterprise and seat, with http protocol notice WEB server;
Distribute under the employing b pattern at enterprise's seat, enterprise's seat is distributed on many cti servers, and pattern b ' control unit is through reading the distribution condition of enterprise and seat, with http protocol notice WEB server;
Five. connect step 3, the incoming call voice flow that gets into load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, handles the exhalation request to gateway that cti server is initiated, and selecting idle gateway to connect client B is agent phone;
The enterprise seat distributes to be selected for use under the situation of average algorithm, divide equally control unit a with the cti server outbound calling according to average algorithm, be assigned on the idle gateway of 1 to N platform and breathe out, make the outbound calling number of every gateway keep average;
The enterprise seat distributes to be selected for use under the situation of polling algorithm, and poll control unit b carries out poll with the cti server outbound calling according to the number order of the gateway idle gateway from 1 to N and distributes, and after being assigned to N platform gateway, redistributes since 1 again;
Six. connect step 4, the long connection that the WEB server has been set up through inspection, notify corresponding seat end, and the customer information bullet of will sending a telegram here shields on the seat end computer;
The WEB server is according to the trigger condition of trigger module, and the data base call event information is removed in the request that receiving position end personnel send through the Internet network, divides three kinds of situation:
If a. in 30 second time, database is not received the event information that cti server sends, the WEB server sends no incident information through the Internet network to seat end personnel;
If b. when database received WEB server requests information, database was received the event information that cti server sends simultaneously, the WEB server then sends event information through the Internet network to seat end personnel immediately;
If c. database receives WEB server requests information 30-n after second, n≤30, cti server sends event information to database, and the WEB server then sends event information through the Internet network to seat end personnel at 30-n second;
Client B incoming call flow process is:
One. client B is that the seat end sends call signal through the Internet;
Two. the data flow of call signal gets into load balancing module C, distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, and balanced data stream gets into the WEB server through router:
The enterprise seat distributes to be selected for use under the situation of average algorithm, divide equally control unit a ' with seat end logging request according to average algorithm, be assigned on 1 to the N platform WEB server; Preferentially the seat request of logining is assigned on the WEB server of login seat number less than mean value and lands;
Enterprise's seat distributes to be selected for use under the situation of polling algorithm; Poll control unit b ' handles seat end logging request according to WEB server number order from 1 to N poll; After being assigned to N platform WEB server,, distribute the seat end to sign in on the different WEB servers again since 1;
The data flow that three .WEB servers come out gets into load balancing module D, carries out load balancing according to enterprise's seat allocation model:
Distribute at the enterprise seat and to adopt under a pattern, the WEB server is through pattern a ' control unit, data flow is sent to the seat of appointment under cti server handle;
Distribute at the enterprise seat and to adopt under the b pattern, the WEB server is through pattern b ' control unit, data flow is sent to the seat of appointment under cti server handle;
Four. the data flow that gets into cti server at first gets into behind the Call Control Block through the accounting module two-way exhalation voice flow that comes out and gets into load balancing module B;
The voice flow that five .CTI servers come out gets into load balancing module B; Load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat; Handle the exhalation request that cti server is initiated to gateway; Select the idle gateway of two-way, wherein a road network closes through telecommunications network and connects customer phone, and another road network closes through telecommunications network connects agent phone;
Client A carries out online callback flow:
One. client A gets into client B company's site through computer, carries out online callback through client B company's site:
Two. client B is that the seat end sends call signal through the Internet;
Three. the data flow of call signal gets into load balancing module C, distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat, and balanced data stream gets into the WEB server through router:
The data flow that four .WEB servers come out gets into load balancing module D, carries out load balancing according to enterprise's seat allocation model:
Distribute at the enterprise seat and to adopt under a pattern, the WEB server is through pattern a ' control unit, data flow is sent to the seat of appointment under cti server handle;
Distribute at the enterprise seat and to adopt under the b pattern, the WEB server is through pattern b ' control unit, data flow is sent to the seat of appointment under cti server handle;
Five. the data flow that gets into cti server at first gets into behind the Call Control Block through the accounting module two-way exhalation voice flow that comes out and gets into load balancing module B;
The voice flow that six .CTI servers come out gets into load balancing module B; Load balancing module B distributes the algorithm of selecting for use to carry out load balancing according to enterprise's seat; Handle the exhalation request that cti server is initiated to gateway; Select the idle gateway of two-way, wherein a road network closes through telecommunications network and connects customer phone, and another road network closes through telecommunications network connects agent phone;
The state ruuning situation of monitoring module monitoring each several part when unusual, is sent alarm.
2. a kind of trustship type calling system as claimed in claim 1 is characterized in that, in monitoring module, is provided with discrimination module; Be provided with the early warning of A level in the discrimination module, the early warning of B level, the early warning of C level; When server failure warning and load monitoring warning, start the early warning of A level, send early warning to common user of service; When database warning and storage security warning, start the early warning of B level, personnel send early warning to common management; Report to the police and the early warning of data exception warning startup C level when handling safety, send early warning to the senior executive.
3. a kind of trustship type calling system as claimed in claim 1 is characterized in that the Voice Navigation module is associated with fax.
4. a kind of trustship type calling system as claimed in claim 1 is characterized in that Call Control Block is associated with recording module, message registration module, outgoing call module, SMS module; The outgoing call module comprises predictive outbound and the outgoing call of preview formula.
5. a kind of trustship type calling system as claimed in claim 1 is characterized in that, in database, also is provided with Charging Detail Record unit, call manager unit, customer data unit, System Management Unit, updating block, self-defined unit, form unit.
6. a kind of trustship type calling system as claimed in claim 1 is characterized in that monitoring module also is associated with quality testing module.
7. a kind of trustship type calling system as claimed in claim 1; It is characterized in that; Wherein distribution method is specially in the self adaptation incoming call queuing module: call out according to call model, call model comprises that sequence call, random call, poll are called out, average call;
Sequence call is by the sequence call that is provided with;
Poll is called out, and to being assigned to the phone of present group, poll successively is if in the conversation, change the next one at once; No-reply call 30 seconds changes the next one at once over to; Shut down, change the next one at once over to; When all being in busy condition, present group to wait in line;
Each member's the number of calls is calculated in average call, when certain member's least number of times, can preferentially be given to this member, if this member does not connect, and other members are in busy condition, then stop setting-up time, when waiting other members not busy, changes and calls out other members; Pay the utmost attention to the member of least number of times at every turn.
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Address after: 100176, No. 5, building 18, North tech software park, 1 Bei Sheng North Street, Yizhuang economic and Technological Development Zone, Beijing, Daxing District Patentee after: Beijing Tianrun financing Polytron Technologies Inc Address before: 100176, No. 5, building 18, North tech software park, 1 Bei Sheng North Street, Yizhuang economic and Technological Development Zone, Beijing, Daxing District Patentee before: Beijing Tianrun Rongtong Technology Co., Ltd. |