CN103402031A - Single-skill group call transfer system and call transfer method based on cloud computing - Google Patents
Single-skill group call transfer system and call transfer method based on cloud computing Download PDFInfo
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Abstract
The invention discloses a single-skill group call transfer system and a single-skill group call transfer method based on cloud computing. The system comprises an ACDCP (automatic call distribution content provider) service unit, an ACD (automatic call distribution) service unit, a seat cluster unit, a media gateway cluster unit, a service configuration unit and a transfer computing unit in sequential connection through networks, wherein the transfer computing unit is used for counting the single-skill group call transfer frequency, the media gateway cluster unit receives user call requests and sends to the user call requests to the ACDCP service unit after the user call requests are processed, the ACDCP service unit distributes the user call requests to the ACD service unit according to the user call information, the ACD service unit carries out queuing processing and distributes the call requests to the seat cluster unit, and the ACDCP service unit dispatches the single-skill group call transfer in the ACD service unit according to the call transfer frequency. After the system and the method are utilized, the skill group in tight relevance can be automatically set in the same ACD service unit, so the server resource is saved, and the success rate of the call transfer is improved.
Description
Technical field
The present invention relates to a kind of calling transfer system, relate in particular to a kind of single technical ability group calling based on cloud computing transfer system, also relate to simultaneously single technical ability group calling for this system transfer method, belong to compunication integrated technology field.
Background technology
Call center (Call Center) refers to as the user provides various call response services, with calling out by certain rule, queues up and is assigned to seat personnel's call system.In the incoming call business of call center, all adopt the system of automatic call dispatching (be called for short ACD) will access incoming call and press the ad hoc rules automatic transfer, for example with call diversion to corresponding seat person before or carry out other and automatically process as queuing or leave a message.The quality of call distribution is directly had influence on efficiency and the customer satisfaction of call center.
In existing call center, ACD often operates on a computer, and service is no more than 3000 seats usually.And ripe gradually along with cloud computing technology, call center can will be distributed in seat unified management and deployment in same system of different physical locations, has formed the seat colony of a magnanimity.In the call center based on the cloud computing system, number of seats often reach several ten thousand even more.In the packet switching system of such mass users, usually adopt the packet switching model to meet exchange and distribution requirements.In the strategy of call distribution, call center adopts the method for salary distribution of single technical ability group usually, and namely technical ability group of seat composition of personnel of same technical ability, respond the calling of this type of demand.An ACD can manage a plurality of single technical ability groups, seat personnel state and Call Waiting formation.
It is the common business of call center that calling between different technical ability groups is shifted.In traditional call center, the institute skilled group all operate in an ACD, ACD can directly judge agents state and call out transfer.When call center's Expansion, so that need to realize based on the cloud computing system time, mostly adopt distributed ACD deployment way, namely different technical ability groups is controlled and is placed in different ACD.Adopt distributed ACD deployment way to be faced with a problem, i.e. when two single technical ability groups that calling is shifted were arranged in different ACD, the operation of carrying out the call transfer was very complicated, takies server resource simultaneously for whole call center many.In the prior art,, for the calling transfer process between different technical ability groups, operate comparatively speaking comparatively complicated and, because server load significantly increases, call out the call completing rate that shifts and obviously reduce.In the patent No., be for example in the Chinese invention patent of ZL200910249536.6, disclose the method for call diversion in a kind of call center.The method comprises: network equipment obtains user's presentation information of calling, and, according to described user's presentation information, will call out from the call center, source and be transferred to the purpose call center.But, shifting for the calling between different technical ability groups, there is obvious limitation in the method.
Summary of the invention
For the deficiencies in the prior art, problem to be solved by this invention is to provide a kind of single technical ability group calling based on cloud computing transfer system and call transferring method.This technical scheme can be saved server resource, increases and calls out the success rate that shifts.
For achieving the above object, the present invention adopts following technical scheme:
On the one hand, the invention provides a kind of single technical ability group calling based on cloud computing transfer system, comprising: ACDCP service unit, ACD service unit, seat cluster unit, media gateway cluster unit, service configuration unit and transfer computing unit;
Described ACDCP service unit, described ACD service unit, described seat cluster unit, described media gateway cluster unit, described service configuration unit and the transfer computing unit of being connected connect by network respectively;
Described service configuration unit is used for configuring various related informations and authentication information and being sent to the ACDCP service unit;
Described transfer computing unit is used for adding up single technical ability group calling transition frequency;
Described media gateway cluster unit is sent to described ACDCP service unit after receiving user's call request and processing, described ACDCP service unit is by the call request of user's call information distributing user to described ACD service unit, queues up and process and distribute call request to described seat cluster unit in described automatic call distribution services unit;
Described ACDCP service unit shifts according to the calling of single technical ability group in described calling transition frequency scheduling ACD service unit.
Wherein more preferably, described user's call information comprises caller information, called party information and user key-press information.
Wherein more preferably, described ACDCP service unit is managed described ACD service unit by heartbeat mechanism.
On the other hand, it is a kind of for the call transferring method of above-mentioned single technical ability group calling transfer system that the present invention also provides, and comprises the steps:
Receive user's call request and response formation conversation;
Process call transfer request according to user's request;
The metered call transition frequency;
According to calling out the main body scheduling of transition frequency to technical ability group control.
Wherein more preferably, the step of described receipt of call request and response formation conversation further comprises:
Push to the ACDCP service unit after receiving and process call request;
By call information, call request is dispensed to the ACD service unit;
Carrying out the queuing of seat technical ability according to user's call request processes;
The request of seat receipt of call and response form conversation.
Wherein more preferably, described step according to user's request processing diverting call request further comprises:
Make a call and shift seat to ACDCP service unit transmission user's request technical ability group polling information;
The ACDCP service unit shifts seat and returns to the calling reception ACD service unit information at user's request technical ability group place to making a call;
Make a call and shift seat by calling out the ACD service unit information diverting call request that receives.
Wherein more preferably, the described transfer seat that makes a call further comprises by calling out the step that receives ACD service unit information diverting call request:
Shift the seat place and call out that to initiate the ACD service unit identical if call out to receive the ACD service unit and make a call, directly judge the user's request technical ability row agents state of forming a team, and according to calling allocation method processing call transfer request;
If it is different with the transfer seat place calling initiation ACD service unit that makes a call to call out reception ACD service unit, make a call and shift seat and receive the ACD service unit and send transfer request to calling out, and according to the user's request technical ability row agents state of forming a team, process call transfer request;
The row seat is available free if user's request technical ability is formed a team, and transferring user is called out and formed the conversation path and remove original conversation path;
The row seat does not have the free time if user's request technical ability is formed a team, and the user is called out to be placed in user's request technical ability group waiting list wait for switching.
Wherein more preferably, the row seat is available free if described user's request technical ability is formed a team, and transferring user is called out the step that forms the conversation path and remove original conversation path and further comprised:
Call out and receive ACD service unit receipt of call transfer request message, select calling receiving position and the ring of a free time in forming a team to be listed as from user's request technical ability;
Call out reception ACD service unit and return to the transfer seat that makes a call the information that changes over to of calling out;
Make a call and shift seat and call out to place and shift the ACD service unit and send and call out information and the calling produced and change information over to;
Call out to shift the ACD service unit and send to call out to media gateway and produce message and calling changes information over to, media gateway is removed to make a call and is shifted the seat speech channel, simultaneously speech channel is connected to the calling receiving position;
Call out transfer ACD service unit the transfer seat that makes a call is set to idle condition, and notify the transfer seat that makes a call;
Call out receiving position and user's call setup conversation path, call out to shift and complete.
Wherein more preferably,, if described seat does not have the free time, the user is called out to place in waiting list waits for that the step of transferring further comprises:
Call out and receive ACD service unit receipt of call transfer request message, and shift seat to making a call and return to the queueing message that user's request technical ability forms a team to be listed as;
Make a call and shift seat and shift the ACD service unit and send and call out the queueing message that the information that produces and user's request technical ability form a team to be listed as to calling out;
Call out shifting the ACD service unit sends speech channel to media gateway and keeps information and dismounting to make a call shifting seat speech channel information;
Call out transfer ACD service unit the transfer seat that makes a call is set to idle condition, and notify the transfer seat that makes a call;
The user's request technical ability row seat of forming a team is available free, and the receipt of call transfer request is selected calling receiving position and the ring of a free time in forming a team to be listed as from user's request technical ability;
Call out receiving position and user's call setup conversation path, call out to shift and complete.
Wherein more preferably, described step of the main body of technical ability group control being dispatched according to the calling transition frequency further comprises:
Call out to shift and complete, shift computing unit and calculate the calling transition frequency;
, according to the load condition of the size of calling out transition frequency and setting threshold and the transfer ACD service unit that makes a call, determine the transfer case of technical ability group control;
If call out transition frequency greater than setting threshold, and the ACD service unit that shifts that makes a call can shift the technical ability group by the load receipt of call, and the control that receipt of call is shifted the technical ability group switches to the ACD service unit that makes a call and shift;
If call out transition frequency greater than setting threshold, and the ACD service unit that shifts that makes a call can not shift the technical ability group by the load receipt of call, this called out operation note of shifting in the operand list;
Be not more than setting threshold if call out transition frequency, operation note of this calling being shifted is in the operand list.
Single technical ability group calling provided by the present invention transfer system and call transferring method by shifting the switching frequency between the real-time numeracy skills group of computing unit, dynamically adjust the control of technical ability group, make association closely the technical ability group can automatically be placed in same ACD service unit, thereby the saving server resource, significantly increase and call out the success rate that shifts.
Description of drawings
Fig. 1 is based on single technical ability group calling of cloud computing overall architecture schematic diagram transfer system;
Fig. 2 is the overall flow schematic diagram of single technical ability group calling provided by the present invention transfer method;
Fig. 3 is that this single technical ability group calling is in transfer method, to the scheduling flow schematic diagram of technical ability group control.
Embodiment
The present invention is described in further detail below in conjunction with the drawings and specific embodiments.
The invention provides a kind of single technical ability group calling based on cloud computing transfer system.This system comprises ACDCP service unit, ACD service unit, seat cluster unit, media gateway cluster unit, service configuration unit and shifts computing unit; ACDCP service unit, ACD service unit, seat cluster unit, media gateway cluster unit, service configuration unit and be connected computing unit and connect by the Internet respectively; The service configuration unit is used for configuring various related informations and authentication information and being sent to the ACDCP service unit; Shifting computing unit is used for adding up single technical ability group calling transition frequency; The media gateway cluster unit is sent to the ACDCP service unit after receiving user's call request and processing, the ACDCP service unit is by the call request of user's call information distributing user to the ACD service unit, queues up and process and distribute call request to the seat cluster unit in automatic call distribution services unit; The ACDCP service unit shifts according to the calling between the calling transition frequency scheduling ACD service unit that shifts computing unit calculating.
In the present invention, the ACD service unit also claims automatic call distribution services unit, is the manager of agents state and the control of queuing up.The ACD service unit may operate on a computing equipment, also can distribute and operate on many computing equipments.A plurality of ACD service units are processed the particular content of seat trunking signals and media gateway cluster signaling, and state and the call request of seat in the management position cluster.After each ACD service unit is finished dealing with, result is returned to corresponding media gateway cluster and seat cluster, also need related signaling is sent to the ACDCP service unit in advance simultaneously.For the unified interface point, realize the loose coupling structure of media gateway cluster, ACD cluster and seat cluster, increase the flexibility ratio in ACDCP service unit allocation process, the ACDCP service unit, according to the signaling source of recording before, returns to corresponding media gateway or seat to signaling according to former road.
The ACDCP service unit also claims the automatic call assignment control, is used for scheduling, manages and safeguard the ACD service unit.For example, control the ACD service unit startup, stop, the operation such as switching, also comprise simultaneously operation information and the schedule information of safeguarding each ACD service.The ACDCP service unit is unified receives and sends the signaling of each ACD service unit and media gateway cluster unit, seat cluster unit.The ACDCP service unit is according to the dispatch of configuration service unit prestrain, and the signaling distribution that the media gateway cluster unit that receives and seat cluster unit are sent is to each ACD service unit, and all are needed the signaling source record of receipt and preserve.When ACD service unit, media gateway cluster unit and seat cluster unit login system, need to send register command to the ACDCP control unit, register command comprises the user name, password, IP, port numbers of unit etc.After succeeding in registration, the ACDCP service unit sends the receipt signaling that succeeds in registration to unit.
This single technical ability group calling is transfer system when the initialization, and the ACD service unit loads a plurality of single technical ability groups according to the configuration information of service configuration unit, and wherein the seat sum that logs in of each single technical ability group is no more than predetermined value (for example 3000).Move in call center and have and call out while accessing, the busy-idle condition of queuing situation and the seat cluster unit of each technical ability group is controlled and managed to the ACD service unit.Submit register command to the ACDCP service unit when each ACD service unit starts, the ACDCP service unit is verified its legitimacy according to the information in ACD service unit register command (such as user name, password, IP and port numbers etc.).After confirming the legitimacy of ACD service unit, the ACDCP service unit can be preserved the information such as the IP of this automatic call distribution services unit, port numbers and identity ID, and transmission includes the signaling that succeeds in registration of its identity ID to this automatic call distribution services unit.After the signaling that succeeds in registration is received in automatic call distribution services unit, use its identity ID regularly to the automatic call assignment control, to send heartbeat message, to show oneself, be in operating state.The automatic call assignment control is by the heartbeat signaling of different identity ID, the ruuning situation of managing each ACD service unit.
In the present invention, the media gateway cluster unit is media gateway (Media Gateway the is called for short MG) set that is deployed in different geographical, and each media gateway is connected by the Internet.The media gateway cluster unit is to set up external call speech channel and Internal call speech channel, with the intelligence system of external call speech channel and Internal call speech channel exchange.Can send register command to the ACDCP service unit when each media gateway starts, comprise the information such as user name, password, IP, port numbers of media gateway in register command.Facilitate the ACDCP service unit to dispatch and record its signaling in order to allow.After media gateway succeeds in registration to the ACDCP service unit, send signaling with information such as its identity ID to media gateway.While therefore sending signaling to the ACDCP service unit in the media gateway running, carry its identity ID in signaling.
The seat cluster unit is based on the seat set of the different geographical of the Internet.These seat set are divided into different technical ability groups according to corresponding service technical ability.Each ACD service unit can be managed a plurality of single technical ability groups, seat personnel state and Call Waiting formation.Single technical ability group of the seat composition of personnel of same technical ability, the calling of response one class demand.The seat unification logs in the ACDCP service unit, the ACDCP service unit is first set up the list that can carry out the ACD service unit of register according to the related information between technical ability group, technical ability group and ACD service unit under it, then check the online situation of each ACD service unit in list, select finally the highest online ACDCP service unit of priority, the seat log-on message is distributed to this ACDCP service unit process.
In one embodiment of the invention, the service configuration unit is the configurator of single technical ability group calling transfer system, is used for configuring various related informations and authentication information.At initial phase, the user is by the service configuration unit various related informations, and authentication information in addition, send to the ACDCP service unit with the form of signaling, makes the prestrain related information.Wherein related information comprises the corresponding informance etc. of information, number attribution information, called number and voice menu of information, technical ability group and the ACD service unit of seat cluster unit and technical ability group.Authentication information comprises media gateway cluster unit authorization information, ACD service unit authorization information and seat cluster unit authorization information.
Shifting computing unit is used for adding up single technical ability group calling the frequency that shifts and the service unit to ACDCP is provided.After the calling transfer is completed, shift computing unit and calculate two single technical ability group callings the frequency that shifts, and these information are offered the ACDCP service unit.When two single technical ability group bids of different ACD service unit management shift, two single technical ability group callings are the frequency that shifts greater than set point, and the ACDCP service unit switches to the control that receipt of call shifts the technical ability group ACD service unit that makes a call and shift; Two single technical ability group callings are not more than set point the frequency that shifts, and shift computing unit this call transfer operation is recorded in the operand list.When two single technical ability group bids of identical ACD service unit management shift, judge that directly receipt of call shifts the seat of technical ability group, shifts.
As shown in Figure 1, the single technical ability group calling based on cloud computing comprises ACD service unit A1 and ACD service unit A2 (being ACD-A1, ACD-A2 in Fig. 1), seat cluster unit, media gateway cluster unit, the service configuration unit of ACDCP service unit, two single technical ability and shifts computing unit transfer system.The seat cluster unit is conversation seat agent1, agent2, agent3.The ACD service unit A1 of ACDCP service unit, two single technical ability be connected with ACD service unit A2 conversation seat agent1, agent2 be connected with agent3 media gateway cluster unit, service configuration unit, shift computing unit and connect by the Internet.Wherein, in ACD service unit A1, two single technical ability groups of configuration, be respectively technical ability group G1, technical ability group G3.By the service configuration unit, conversation seat agent1 of technical ability group G1 configuration, conversation seat agent3 of technical ability group G3 configuration.ACD service unit A2 configures a technical ability group G2, conversation seat agent2 of technical ability group G2 configuration.After system starts, seat agent1, agent2, agent3 log on system, the ACDCP service unit is according to configuration information dynamic dispatching, management in its technical ability and service dispensing unit and safeguard ACD service unit A1, ACD service unit A2, ACD service unit A1 record position agent1 state.ACD service unit A2 record position agent2 state.ACD service unit A1 record position agent3 state.
For further embodying the superiority of this single technical ability group calling transfer system, the present invention also provides a kind of single technical ability group calling for said system transfer method, comprises following step: reception user's call request and response form conversation; Process call transfer request according to user's request; The metered call transition frequency; According to calling out the main body scheduling of transition frequency to technical ability group control.Below this list technical ability group calling is launched detailed explanation transfer method.
At first, introduce receipt of call request and response and form the step of conversation.
Media gateway pushes to the ACDCP service unit after receiving and process call request; The ACDCP service unit is dispensed to the ACD service unit by call information with call request; The ACD service unit carries out the queuing of seat technical ability according to user's call request to be processed; Seat receives request Concurrency and plays ring, the external call request that listens response, and final formation conversed.Be described as follows:
When external user made a call to call center, call request arrived media gateway, and media gateway starts predefined automatic speech handling process and processes calling, and according to user's key information judgement user, needed the manual position service.When the user selected manual position, media gateway was by the ownership place of judgement active user required request User and called subscriber's the information such as number, the user called out required information and user call out and be sent to the ACDCP service unit.If the user does not need to enter artificial work and rest service, media gateway returns to this calling to the processing of automatic speech handling process.
The ACDCP service unit receives and processes the user request information that media gateway sends, and judges that current this user asks required technical ability information, and according to technical ability information, routes the call to ACD service unit corresponding to technical ability group.The ACD service unit is put into user's calling the call queue of required technical ability group according to required technical ability information, and starts overtime timer, carries out the queuing of seat technical ability and processes.Before timer expiry, during the available free seat of technical ability group, with current call distribution, give corresponding seat, and to it, send ALERTING message.If, without idle seat, the automatic speech handling process is returned in this calling before timer expiry.
Secondly, introduction is according to the step of the required processing diverting call of user request.
Make a call and shift seat to the required technical ability group polling of ACDCP service unit transmission user information; The ACDCP service unit shifts seat and returns to the calling reception ACD service unit information at the required technical ability group of user place to making a call; Make a call and shift seat by calling out the ACD service unit information diverting call request that receives.
Single technical ability group calling is comprising a plurality of ACD service units in transfer system.A plurality of single technical ability groups of configuration in each ACD service unit.When the user makes a call to call center, have multiple demand, single technical ability group often can not meet the diversified demand of user., for addressing this problem, just need single technical ability group of current talking can meet the required technical ability group of user to other and shift this call request.When the transfer seat that makes a call is called out transfer to other seats, first to the ACDCP service unit, send the required technical ability group polling of user information, the ACDCP service unit shifts seat and returns to the calling reception ACD service unit information at the required technical ability group of user place to making a call.Judge that whether current needs two the single technical ability groups that shift that make a call are configured in same ACD service unit, make a call and shift seat by calling out the ACD service unit information diverting call request that receives.
The transfer seat that makes a call specifically comprises by calling out the step that receives ACD service unit information diverting call request:
Shift the seat place and call out that to initiate the ACD service unit identical if call out to receive the ACD service unit and make a call, directly judge the required technical ability of the user row agents state of forming a team, and according to calling allocation method processing call transfer request.
If it is different with the transfer seat place calling initiation ACD service unit that makes a call to call out reception ACD service unit, make a call and shift seat and receive the ACD service unit and send transfer request to calling out, and technical ability required according to the user row agents state of forming a team is processed call transfer request.
The row seat is available free if user's request technical ability is formed a team, and transferring user is called out and formed the conversation path and remove original conversation path; The row seat does not have the free time if the required technical ability of user is formed a team, and the user is called out to be placed in user's request technical ability group waiting list wait for switching.Below above-mentioned two situations are launched respectively to describe in detail.
(1) the row seat is available free if the required technical ability of user is formed a team, and transferring user is called out and formed the conversation path and remove original conversation path.
Call out and receive ACD service unit receipt of call transfer request message, select calling receiving position and the ring of a free time in forming a team to be listed as from the required technical ability of user; Call out reception ACD service unit and return to the transfer seat that makes a call the information that changes over to of calling out; Make a call and shift seat and call out to place and shift the ACD service unit and send and call out information and the calling produced and change information over to; Call out to shift the ACD service unit and send to call out to media gateway and produce information and calling changes information over to, media gateway is removed to make a call and is shifted the seat speech channel, simultaneously speech channel is connected to the calling receiving position; Call out transfer ACD service unit the transfer seat that makes a call is set to idle condition, and notify the transfer seat that makes a call; Call out receiving position and user's call setup conversation path, call out to shift and complete.
(2), if seat does not have the free time, the user is called out to be placed in user's request technical ability group waiting list wait for switching.
Call out and receive ACD service unit receipt of call transfer request message, and shift seat to making a call and return to the queueing message that the required technical ability of user forms a team to be listed as; Make a call and shift seat and shift the ACD service unit and send and call out the queueing message that the information that produces and the required technical ability of user form a team to be listed as to calling out; Call out shifting the ACD service unit sends speech channel to media gateway and keeps information and dismounting to make a call shifting seat speech channel information; Call out transfer ACD service unit the transfer seat that makes a call is set to idle condition, and notify the transfer seat that makes a call; The required technical ability of the user row seat of forming a team is available free, and the receipt of call transfer request is selected calling receiving position and the ring of a free time in forming a team to be listed as from the required technical ability of user; Call out receiving position and user's call setup conversation path, call out to shift and complete.
Finally, introduce the control that determines to shift rear technical ability group according to single technical ability group transition frequency.
In the incoming call business of call-center application, call out transfer between different technical ability groups and can account for very large ratio.After between each different technical ability groups, the calling transfer was completed, shifting computing unit can be recorded to current call transfer operation in the operand list.Shift the operand list of recording after call transfer operation between the each different technical ability groups of computing unit foundation, calculate and call out transition frequency (mutually calling out the number of operations that shifts between different technical ability groups), call transfer operation increased frequency in the operand list when between certain two technical ability group group, call out transition frequency and relatively increase.For example, technical ability group G1 turns the G2 record once, and the operation that technical ability group G2 turns G1 also needs record once.What shift computing unit calculating is the frequency of two-way transfer between two different technical ability groups, is not the unidirectional transition frequency between different technical ability groups.Shift computing unit and call out transition frequency by calculating between different technical ability groups, and with the scheduling frequency threshold value of default, compare, determine and dispatch in two technical ability groups of current bid transfer, after calling is shifted, the technical ability group is controlled by the front ACD service unit of calling transfer or by it, configures ACD service unit control at place.
The ACDCP service unit determines the scheduling process of the control of the rear technical ability group of transfer according to single technical ability group transition frequency, comprise following step: call out to shift and complete, shift calculator calculating calling transition frequency; , according to the load condition of the size of calling out transition frequency and setting threshold and the transfer ACD service unit that makes a call, determine the transfer case of technical ability group control; If call out transition frequency greater than setting threshold, and the ACD service unit that shifts that makes a call can shift the technical ability group by the load receipt of call, and the control that receipt of call is shifted the technical ability group switches to the ACD service unit that makes a call and shift; If call out transition frequency greater than setting threshold, and the ACD service unit that shifts that makes a call can not shift the technical ability group by the load receipt of call, this called out operation note of shifting in the operand list; Be not more than setting threshold if call out transition frequency, operation note of this calling being shifted is in the operand list.
Below take the ACD service unit A1 of ACDCP service unit, two single technical ability and ACD service unit A2 (in Fig. 1 as ACD-A1, ACD-A2), three conversation seat agent1, agent2, agent3, media gateway cluster unit, service configuration unit and shift single technical ability group calling that computing unit forms transfer system as preference, by reference to the accompanying drawings to this single technical ability group calling transfer method expansion further instruction.Wherein, by the service configuration unit, in ACD service unit A1, two single technical ability groups of configuration, be respectively technical ability group G1, technical ability group G3.Conversation seat agent1 of technical ability group G1 configuration, conversation seat agent3 of technical ability group G3 configuration.ACD service unit A2 configures a technical ability group G2, conversation seat agent2 of technical ability group G2 configuration.As shown in Figure 1 to Figure 3, this list technical ability group calling is as follows the concrete operation step of transfer method:
As shown in Figure 2, external user is called out into the arrival media gateway, and media gateway needs the manual position service by the judgement of the key information according to user user.Media gateway is forwarded to the ACDCP service unit by the judgement to user key-press information with calling.ACDCP service unit information required according to the user, judge the required technical ability group of active user G1.According to the related information in the service configuration unit, judgemental skill group G1 is configured in ACD service unit A1, and this user's call request of ACDCP service unit is forwarded to ACD service unit A1.ACD service unit A1 information required according to the user is put into calling the Call Waiting formation of corresponding technical ability group G1.Whether the seat of judgemental skill group G1 available free, and agent1 is idle condition when ACD service unit judgement seat, the active user call out out the Call Waiting formation and with this call distribution to seat agent1, send ALERTING message to seat agent1 simultaneously.After the user of seat agent1 response external called out, this time conversation was completed.
If when current calling technical ability group G1 can not meet the required technical ability of user, the seat agent1 of current connection need transfer the call to the seat agent2 of the required technical ability group of user G2.Because technical ability group G1 and G2 are configured on different ACD service units, the seat agent1 of current connection will call out and keeps and to calling out, receive ACD service unit A2 and send transfer request, and technical ability required according to the user row agents state of forming a team is processed call transfer request.
, when if the agents state of the required technical ability group of user G2 formation is idle, at first will be positioned at the seat waiting list and be positioned at the idle seat agent2 ejection of head of the queue, and to seat agent2, send ALERTING message; Call out transfer reception ACD service unit A2 and return to the information of seat agent2 to seat agent1; Seat agent1 has sent the information of transfer and the information of seat agent2 to ACD service unit A1; ACD service unit A1 notice media gateway is connected to seat agent2 to speech channel, removes simultaneously the speech channel of seat agent1; ACD service unit A1 is set to the free time to the state of seat agent1, and notice seat agent1; The speech channel that seat agent2 and transfer are come connects, and sends the call message notification call after off-hook and receives ACD service unit A2, and seat agent2 is set to talking state, calls out to shift and completes.
When the agents state of the required technical ability group of user G2 formation is no-trunk, calls out reception ACD service unit A2 and return to the required technical ability group of user G2 formation queueing message to current talking seat agent1; Seat agent1 shifts to calling out the queueing message that ACD service unit A1 has sent the information of transfer and called out reception ACD service unit A2 Call Waiting formation; Calling transfer ACD service unit A1 notice media gateway will be called out speech channel and will be set to maintenance, remove simultaneously the speech channel with seat agent1; Call out transfer ACD service unit A1 the state of seat agent1 is set to the free time, and notice seat agent1; Calling out reception ACD service unit A2 distributes to seat agent2 and to seat agent2, sends bell signal when the free time appears in seat agent2; The speech channel that seat agent2 and transfer are come connects, and sends the call message notification call after off-hook and receives ACD service unit A2, and state is changed into conversation, and the calling between different technical ability groups is shifted and completed thus.
If current calling technical ability group G1 can not meet consumers' demand in the time of need to calling out transfer to technical ability group G3 (not shown in Fig. 2), directly judge the busy-idle condition of the required technical ability group of user G3 formation seat agent3, and according to calling allocation method, process call transfer request.
As shown in Figure 3, after technical ability group G1 completes the calling transfer to technical ability group G2, shift computing unit according to the call transfer operation between technical ability group G1 and technical ability group G2, record technical ability group G1 and technical ability group G2 call transfer operation number of times in the operand list, shift computing unit according to the calling transition frequency between operand list numeracy skills group G1 and technical ability group G2 group.To the scheduling frequency threshold value of the calling transition frequency that calculates and setting relatively, if technical ability group G1 turns technical ability group G2 group seat frequency higher than the scheduling frequency threshold value, and the load of ACD service unit A1 can carry technical ability group G2 to the ACDCP service unit, starts scheduling.The control of technical ability group G2 is transferred to ACD service unit A1 by ACD service unit A2 controls, the Call Waiting formation of technical ability group G2 queuing and the state of all seats are moved to ACD service unit A1 from ACD service unit A2.If technical ability group G1 turns technical ability group G2 group seat frequency higher than the scheduling frequency threshold value, and the load of the ACD service unit A1 that shifts of making a call can not load technical ability group G2, operation note of this call out being shifted in the operand list, and is prepared for calculating next time.Frequency is not more than setting threshold if technical ability group G1 turns technical ability group G2 group seat, this is called out operation note of shifting in the operand list, and prepares for calculating next time.After calling is shifted and completed, the control scheduling of technical ability group is complete.
In sum, the present invention has increased the transfer computing unit, in real time the calling transition frequency between the numeracy skills group.Single technical ability group calling makes transfer system shift according to calling out the control of dynamically adjusting the technical ability group, make association closely the technical ability group can automatically be placed in same ACD service unit, thereby save server resource, increase the success rate of calling out transfer.
The above has been described in detail transfer system and call transferring method the list of the calling position based on cloud computing technical ability group calling proposed by the invention.For the technical staff in general field, any apparent change of under the prerequisite that does not deviate from connotation of the present invention, it being done, all will form infringement of patent right of the present invention, will bear corresponding legal liabilities.
Claims (10)
1. the single technical ability group calling based on cloud computing, transfer system, is characterized in that comprising: ACDCP service unit, ACD service unit, seat cluster unit, media gateway cluster unit, service configuration unit and transfer computing unit;
Described ACDCP service unit, described ACD service unit, described seat cluster unit, described media gateway cluster unit, described service configuration unit and the transfer computing unit of being connected connect by network respectively;
Described service configuration unit is used for configuring various related informations and authentication information and being sent to the ACDCP service unit;
Described transfer computing unit is used for adding up single technical ability group calling transition frequency;
Described media gateway cluster unit is sent to described ACDCP service unit after receiving user's call request and processing, described ACDCP service unit is by the call request of user's call information distributing user to described ACD service unit, queues up and process and distribute call request to described seat cluster unit in described automatic call distribution services unit;
Described ACDCP service unit shifts according to the calling of single technical ability group in described calling transition frequency scheduling ACD service unit.
2. single technical ability group calling as claimed in claim 1, transfer system, is characterized in that described user's call information comprises caller information, called party information and user key-press information.
3. single technical ability group calling as claimed in claim 1, transfer system, is characterized in that, described ACDCP service unit is managed described ACD service unit by heartbeat mechanism.
4. a single technical ability group calling, transfer method, is used for the described single technical ability group calling of claim 1～3 any one transfer system, it is characterized in that comprising the steps:
Receive user's call request and response formation conversation;
Process call transfer request according to user's request;
The metered call transition frequency;
According to calling out the main body scheduling of transition frequency to technical ability group control.
5. single technical ability group calling as claimed in claim 4, transfer method, is characterized in that described receipt of call request and response form the step of conversing and further comprise:
Push to the ACDCP service unit after receiving and process call request;
By call information, call request is dispensed to the ACD service unit;
Carrying out the queuing of seat technical ability according to user's call request processes;
The request of seat receipt of call and response form conversation.
6. single technical ability group calling as claimed in claim 4, transfer method, is characterized in that described step according to user's request processing diverting call request further comprises:
Make a call and shift seat to ACDCP service unit transmission user's request technical ability group polling information;
The ACDCP service unit shifts seat and returns to the calling reception ACD service unit information at user's request technical ability group place to making a call;
Make a call and shift seat by calling out the ACD service unit information diverting call request that receives.
7. single technical ability group calling as claimed in claim 6, transfer method, is characterized in that the described transfer seat that makes a call further comprises by calling out the step that receives ACD service unit information diverting call request:
Shift the seat place and call out that to initiate the ACD service unit identical if call out to receive the ACD service unit and make a call, directly judge the user's request technical ability row agents state of forming a team, and according to calling allocation method processing call transfer request;
If it is different with the transfer seat place calling initiation ACD service unit that makes a call to call out reception ACD service unit, make a call and shift seat and receive the ACD service unit and send transfer request to calling out, and according to the user's request technical ability row agents state of forming a team, process call transfer request;
The row seat is available free if user's request technical ability is formed a team, and transferring user is called out and formed the conversation path and remove original conversation path;
The row seat does not have the free time if user's request technical ability is formed a team, and the user is called out to be placed in user's request technical ability group waiting list wait for switching.
8. single technical ability group calling as claimed in claim 7 is transfer method, if it is characterized in that the described user's request technical ability row seat of forming a team is available free, transferring user is called out the step that forms the conversation path and remove original conversation path and further comprised:
Call out and receive ACD service unit receipt of call transfer request message, select calling receiving position and the ring of a free time in forming a team to be listed as from user's request technical ability;
Call out reception ACD service unit and return to the transfer seat that makes a call the information that changes over to of calling out;
Make a call and shift seat and call out to place and shift the ACD service unit and send and call out information and the calling produced and change information over to;
Call out to shift the ACD service unit and send to call out to media gateway and produce message and calling changes information over to, media gateway is removed to make a call and is shifted the seat speech channel, simultaneously speech channel is connected to the calling receiving position;
Call out transfer ACD service unit the transfer seat that makes a call is set to idle condition, and notify the transfer seat that makes a call;
Call out receiving position and user's call setup conversation path, call out to shift and complete.
9. single technical ability group calling as claimed in claim 7, transfer method,, if it is characterized in that described seat does not have the free time, is called out the user to place in waiting list and is waited for that the step of transferring further comprises:
Call out and receive ACD service unit receipt of call transfer request message, and shift seat to making a call and return to the queueing message that user's request technical ability forms a team to be listed as;
Make a call and shift seat and shift the ACD service unit and send and call out the queueing message that the information that produces and user's request technical ability form a team to be listed as to calling out;
Call out shifting the ACD service unit sends speech channel to media gateway and keeps information and dismounting to make a call shifting seat speech channel information;
Call out transfer ACD service unit the transfer seat that makes a call is set to idle condition, and notify the transfer seat that makes a call;
The user's request technical ability row seat of forming a team is available free, and the receipt of call transfer request is selected calling receiving position and the ring of a free time in forming a team to be listed as from user's request technical ability;
Call out receiving position and user's call setup conversation path, call out to shift and complete.
10. single technical ability group calling as claimed in claim 4, transfer method, is characterized in that described step of the main body of technical ability group control being dispatched according to the calling transition frequency further comprises:
Call out to shift and complete, shift calculator and calculate the calling transition frequency;
, according to the load condition of the size of calling out transition frequency and setting threshold and the transfer ACD service unit that makes a call, determine the transfer case of technical ability group control;
If call out transition frequency greater than setting threshold, and the ACD service unit that shifts that makes a call can shift the technical ability group by the load receipt of call, and the control that receipt of call is shifted the technical ability group switches to the ACD service unit that makes a call and shift;
If call out transition frequency greater than setting threshold, and the ACD service unit that shifts that makes a call can not shift the technical ability group by the load receipt of call, this called out operation note of shifting in the operand list;
Be not more than setting threshold if call out transition frequency, operation note of this calling being shifted is in the operand list.
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| CN201310341800.5A CN103402031B (en) | 2013-04-30 | 2013-08-07 | Single technical ability group call forwarding system and call transferring method based on cloud computing |
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| CN201310341800.5A CN103402031B (en) | 2013-04-30 | 2013-08-07 | Single technical ability group call forwarding system and call transferring method based on cloud computing |
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| CN109451193A (en) * | 2018-12-29 | 2019-03-08 | 中细软集团有限公司 | Call processing method and system terminal |
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| CN109451193A (en) * | 2018-12-29 | 2019-03-08 | 中细软集团有限公司 | Call processing method and system terminal |
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