CN103747098A - Internet of things customer service middleware system aiming at accessing telecom operator customer service system - Google Patents
Internet of things customer service middleware system aiming at accessing telecom operator customer service system Download PDFInfo
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- CN103747098A CN103747098A CN201410029283.2A CN201410029283A CN103747098A CN 103747098 A CN103747098 A CN 103747098A CN 201410029283 A CN201410029283 A CN 201410029283A CN 103747098 A CN103747098 A CN 103747098A
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Abstract
An internet of things customer service middleware system aiming at accessing a telecom operator customer service system is characterized in that a telecom operator customer service center and an internet of things operation enterprise customer service center are connected by a data transmission network and a network safety certification and management module connected with an internet of things customer service system module; three groups of modules, namely the internet of things customer service system module, a data service module and a customer service system accessing standard collecting library module, are connected with a customer service system configuration management platform and a telecom operator customer service system standard collecting management module by a data bus; a customer service system accessing standard collecting library is positioned at the bottom layer and is connected with the data service module positioned in the middle layer; the data service module is connected with the internet of things customer service system module positioned at the upper layer. The internet of things customer service middleware system can help an internet of things operation party to fast structure a perfect customer service system, coding developing quantity is reduced and technical and service guarantee is finally provided for the fast operation and expansion of business.
Description
Technical field
The present invention relates to technology of Internet of things field, specifically a kind of management of Internet of Things customer service management system and configuration middleware system designing for access telecom operators' customer service system.
Background technology
Mobile, the large operation of telecommunications and UNICOM three commercial city has the richest Internet of Things operation core resource: customer service system and the service network of vast network coverage resource, maturation, therefore, cooperate with telecom operators, operator is incorporated in Internet of Things operation platform, the operation that jointly realizes internet of things service has become the approach the most efficiently and effectively of successfully runing Internet of Things project, and this development tactics also becomes the effective means of accelerating China's Internet of Things development.Internet of things service successfully to be runed, solve the problem that interconnects between transducer, bottom hardware and the network platform, plan ripe commercial operation pattern, good pre-sales, concentrated, after-sale service also will be provided, the quality of customer service and efficiency will directly have influence on user to the evaluation of business and use and embody, and are the long-term operation of service operation and the powerful guarantee of constantly improving development.As everyone knows, by the efficient ripe customer service system of software engineering construction, could provide customer service for the client of One's name is legion, telecom operators are through long-term accumulation, built the customer service system based on the own business of operator that can cover the whole nation, cultivated the contact staff of large quantities of specialties simultaneously, all users' of telecom operators customer service all relies on these customer service systems, but these customer service systems not in full conformity with the Operational requirements of Internet of Things, it can only be as the service system of the own business of operator, and internet of things service all possesses industry characteristic mostly, the original mode of operation and management mode Ye Yu telecom operators of business is not identical, simultaneously, the customer service system of Internet of Things must be carried out exchanges data with internet of things service management and control platform, could realize relevant business service, that is to say, when carrying out the construction of Internet of Things customer service system, the network of bottom can rely on network (comprising traffic network and data network) and the personnel of the original customer service system of telecom operators, and data in Internet of Things customer service system are still kept in Internet of Things customer service system database, as operator will sell, also can realize data sharing and intercommunication.And the customer service system of the operator in national each province, city is because the producer of exploitation is numerous, developing instrument, access standard that each producer is used are also inconsistent, suppose that the software developer of internet of things service platform is unfamiliar with and is difficult to dock with the customer service system of telecom operators the customer service management regulation of operator inside, customer service system access standard, let alone the shared and data interchange of bottom-layer network.From service operation angle, also cannot obtain the approval of telecom operators, the operation of internet of things service and Service Management are also difficult to be protected.Therefore, must develop a set of middleware system docking that can solve internet of things service platform and operator's customer service system, access and management when realizing a plurality of customer service system, solution this difficult problem that interconnects, help internet of things service operator to build fast customer service system, perfect as early as possible Internet of Things transportation, realize as early as possible operation and the commercial operation of business.
Summary of the invention
The object of this invention is to provide a kind of Internet of Things customer service middleware system for telecom operators' customer service system access, help Internet of Things operator to dock with the customer service system of telecom operators fast, realize data interchange, framework meets the Internet of Things customer service system of operator's characteristic, not only making the own contact staff of operator is customer service, and the existing contact staff of operator also can carry out the customer service work of Internet of Things.
The present invention realizes the technical scheme that above-mentioned purpose takes: for the Internet of Things customer service middleware system of telecom operators' customer service system access, comprise data transmission network, network security certification and administration module, Internet of Things customer service system module, data service module, customer service system access standard acquisition library module, data/address bus, telecom operators' customer service system standard acquisition administration module and customer service system configuration management platform.Client service center of telecom operators is connected with administration module with network security certification by data transmission network with Internet of Things operation enterprise client service center, and network security certification is connected with Internet of Things customer service system module with administration module; Internet of Things customer service system module, data service module and customer service system access standard acquisition library module three pack modules are connected with telecom operators customer service system standard acquisition administration modules by data/address bus and customer service system configuration management platform; Customer service system accesses standard acquisition warehouse compartment in bottom, and is connected with the data service module that is positioned at middle level; Data service module is connected with the Internet of Things customer service system module that is positioned at upper strata.
Described telecom operators' customer service system standard acquisition administration module comprises library cells, management agreement unit, standard authentication unit, the general administrative standard of customer service system unit, customer service system access standard data delivery interface, read write line interface and several operator's customer service system standard cells; The general administrative standard of customer service system unit is connected with operator customer service system standard cell with read write line interface, customer service system access standard data delivery interface respectively.
Described customer service system configuration management platform comprises speech interface unit, multimedia message interface unit, short message interface unit, workform management interface unit, accounting system interface unit, operator's informaiton library unit, service knowledge base administrative unit, customer service flow process dispensing unit, CRM dispensing unit, IVR dispensing unit, seat dispensing unit, customer service workform management unit, service management dispensing unit, traffic administration dispensing unit, Report Server Management unit, workflow management unit, log management unit and network insertion configuration management element.
Described customer service system access standard acquisition library module comprises parameter and access code library unit, the supporting work order library unit of customer service, service knowledge base unit, the supporting library unit of seat, customer service system configurations information bank unit and network access protocol and specification unit.
Described data service module comprises dispensing unit and conversion/filter element.
Described Internet of Things customer service system module module comprises CRM unit, IVR administrative unit, the administrative unit of attending a banquet, traffic administration unit, workform management unit, knowledge base unit, workflow management unit and Service Management Unit.
The described Internet of Things customer service middleware system for telecom operators' customer service system access also comprises exploitation SDK module, described exploitation SDK module comprises the requests verification unit of attending a banquet, IVR dispensing unit, the dispensing unit of attending a banquet, CRM dispensing unit, customer service work order dispensing unit, traffic administration dispensing unit, network insertion dispensing unit, customer service management process dispensing unit, accounting system access dispensing unit, knowledge base unit, Authentication and authorization unit, log management unit, Report Server Management unit, data query and statistic unit, work order access and dispensing unit and service management access dispensing unit.
The invention has the beneficial effects as follows:
(1) data such as the management regulation of the multiple customer service management system of integrated different telecom operators, access standard, agreement, parameter, method, formula, instruction, flow process, the customer service system of the different telecom operators in can be fast seamless integrated novel adaptation various places, the middleware resource that realizes the access of Internet of Things customer service system, realizes across a network, hardware and the clear applications of OS platform or the interactive function of service.
(2) provide customer service system management and configuration interface, the customer service request that realizes magnanimity is processed and the unified customer service that adapts to the different customer service system management systems of a plurality of telecom operators is accepted, traffic control, CRM management, work order appointment, business management and control, join type customer service flow process and work order, customer service report form statistics, customer service data management and data analysis management.
(3) as middleware system, calling interface and SDK kit are provided, developer or the operator of other Internet of Things application can be by simply calling, read the customer service system that can set up oneself, if cooperated with telecom operators, also can set up fast customer service system interface, access telecom operators customer service system, obtains the supporting information of customer service system.
The present invention can help the Internet of Things operator perfect customer service system of framework fast, reduces code development quantity, finally for technology and service guarantee are carried out in the quick operation of business and expansion.The present invention can be applied in different software system development environment, the application layer of its a plurality of dynamic Agent formation, module forms, can be used as infrastructure component can be applied to every profession and trade Internet of Things construction and application in, the developer of other Internet of Things application or operator needn't spend a large amount of time for understanding the administrative standard of the different telecom operators in various places, each province customer service system, access protocol, management process and Service control instruction, by simply calling, reading is the customer service platform of fast Development Internet of Things, by customer service and accounting management, service operation carries out effective combination, ensure the service quality of Internet of Things operation project, promote the perfect fast of Internet of Things operation project construction, for the long-term operation of Internet of Things escorts, be conducive to promote standardization and the standardization of customer service system management in Internet of Things operation simultaneously.
Accompanying drawing explanation
Fig. 1 is structural representation of the present invention.
Embodiment
Below in conjunction with embodiment and accompanying drawing, technical scheme of the present invention is described further.
As shown in Figure 1, for an Internet of Things customer service middleware system for telecom operators' customer service system access, comprise data transmission network, network security certification and administration module, Internet of Things customer service system module, data service module, customer service system access standard acquisition library module, data/address bus, telecom operators' customer service system standard acquisition administration module, customer service system configuration management platform and exploitation SDK module.
Client service center of telecom operators is connected with administration module with network security certification by data transmission network with Internet of Things operation enterprise client service center, and network security certification is connected with Internet of Things customer service system module with administration module; Internet of Things customer service system module, data service module and customer service system access standard acquisition library module three pack modules are connected with telecom operators customer service system standard acquisition administration modules by data/address bus and customer service system configuration management platform; Customer service system accesses standard acquisition warehouse compartment in bottom, and is connected with the data service module that is positioned at middle level; Data service module is connected with the Internet of Things customer service system module that is positioned at upper strata.
Telecom operators' customer service system standard acquisition administration module comprises library cells, management agreement unit, standard authentication unit, the general administrative standard of customer service system unit, customer service system access standard data delivery interface, read write line interface and several operator's customer service system standard cells; The general administrative standard of customer service system unit is connected with operator customer service system standard cell with read write line interface, customer service system access standard data delivery interface respectively.
Customer service system configuration management platform comprises speech interface unit, multimedia message interface unit, short message interface unit, workform management interface unit, accounting system interface unit, operator's informaiton library unit, service knowledge base administrative unit, customer service flow process dispensing unit, CRM dispensing unit, IVR dispensing unit, seat dispensing unit, customer service workform management unit, service management dispensing unit, traffic administration dispensing unit, Report Server Management unit, workflow management unit, log management unit and network insertion configuration management element.
Customer service system access standard acquisition library module comprises parameter and access code library unit, the supporting work order library unit of customer service, service knowledge base unit, the supporting library unit of seat, customer service system configurations information bank unit and network access protocol and specification unit.Data service module comprises dispensing unit and conversion/filter element.Internet of Things customer service system module module comprises CRM unit, IVR administrative unit, the administrative unit of attending a banquet, traffic administration unit, workform management unit, knowledge base unit, workflow management unit and Service Management Unit.
Exploitation SDK module comprises the requests verification unit of attending a banquet, IVR dispensing unit, the dispensing unit of attending a banquet, CRM dispensing unit, customer service work order dispensing unit, traffic administration dispensing unit, network insertion dispensing unit, customer service management process dispensing unit, accounting system access dispensing unit, knowledge base unit, Authentication and authorization unit, log management unit, Report Server Management unit, data query and statistic unit, work order access and dispensing unit and service management access dispensing unit.
By telecom operators' customer service system standard acquisition administration module, transfer of data to customer service system access standard data delivery interface, and with system bottom exchanges data, realize the management of multiple customer service system docking and data exchange standard; By customer service system configuration management platform, realized the unified management of the unified configuration to the unified management of customer service data, customer service work order, the unified configuration of customer service flow process, the unified distribution of attending a banquet and monitoring, customer data, the management of the unified configuration of IVR, traffic administration configuration and service knowledge base, realization is simultaneously docked with business management system, realizes Service control; Realize and the docking of accounting system, realize tent metering data inquiry, call and change, realize the docking of voice, multimedia message, SMS platform; Customer service system access normal data collection library module by bottom is preserved the unprocessed original application data that parameter all and that operator's customer service system is mutual, access code, the supporting work order of customer service storehouse, service knowledge base, network access protocol and standard, the repository of attending a banquet, customer service system configurations information bank etc. collect; By the data service module in middle level, write all kinds of configurations, filter condition, by rule, original bottom layer data is passed through to wait service in the middle of message, the data of data pick-up Wei Ge operator customer service system coupling; By telecom operators' customer service system standard acquisition administration module, preserve the related data of each customer service system, then the Internet of Things customer service system module by upper strata is applied directly to Internet of Things customer service by data and uses; By exploitation SDK module, offer the development interface of other application access middlewares.
Claims (7)
1. the Internet of Things customer service middleware system accessing for telecom operators' customer service system, it is characterized in that, comprise data transmission network, network security certification and administration module, Internet of Things customer service system module, data service module, customer service system access standard acquisition library module, data/address bus, telecom operators' customer service system standard acquisition administration module and customer service system configuration management platform; Client service center of telecom operators is connected with administration module with network security certification by data transmission network with Internet of Things operation enterprise client service center, and network security certification is connected with Internet of Things customer service system module with administration module; Internet of Things customer service system module, data service module and customer service system access standard acquisition library module three pack modules are connected with telecom operators customer service system standard acquisition administration modules by data/address bus and customer service system configuration management platform; Customer service system accesses standard acquisition warehouse compartment in bottom, and is connected with the data service module that is positioned at middle level; Data service module is connected with the Internet of Things customer service system module that is positioned at upper strata.
2. the Internet of Things customer service middleware system for the access of telecom operators customer service systems according to claim 1, it is characterized in that, described telecom operators' customer service system standard acquisition administration module comprises library cells, management agreement unit, standard authentication unit, the general administrative standard of customer service system unit, customer service system access standard data delivery interface, read write line interface and several operator's customer service system standard cells; The general administrative standard of customer service system unit is connected with operator customer service system standard cell with read write line interface, customer service system access standard data delivery interface respectively.
3. the Internet of Things customer service middleware system for the access of telecom operators customer service systems according to claim 2, it is characterized in that, described customer service system configuration management platform comprises speech interface unit, multimedia message interface unit, short message interface unit, workform management interface unit, accounting system interface unit, operator's informaiton library unit, service knowledge base administrative unit, customer service flow process dispensing unit, CRM dispensing unit, IVR dispensing unit, seat dispensing unit, customer service workform management unit, service management dispensing unit, traffic administration dispensing unit, Report Server Management unit, workflow management unit, log management unit and network insertion configuration management element.
4. the Internet of Things customer service middleware system for the access of telecom operators customer service systems according to claim 3, it is characterized in that, described customer service system access standard acquisition library module comprises parameter and access code library unit, the supporting work order library unit of customer service, service knowledge base unit, the supporting library unit of seat, customer service system configurations information bank unit and network access protocol and specification unit.
5. the Internet of Things customer service middleware system for telecom operators' customer service system access according to claim 4, is characterized in that, described data service module comprises dispensing unit and conversion/filter element.
6. the Internet of Things customer service middleware system for the access of telecom operators customer service systems according to claim 5, it is characterized in that, described Internet of Things customer service system module module comprises CRM unit, IVR administrative unit, the administrative unit of attending a banquet, traffic administration unit, workform management unit, knowledge base unit, workflow management unit and Service Management Unit.
7. according to the Internet of Things customer service middleware system for telecom operators' customer service system access described in claim 1-6 any one, it is characterized in that, also comprise exploitation SDK module, described exploitation SDK module comprises the requests verification unit of attending a banquet, IVR dispensing unit, the dispensing unit of attending a banquet, CRM dispensing unit, customer service work order dispensing unit, traffic administration dispensing unit, network insertion dispensing unit, customer service management process dispensing unit, accounting system access dispensing unit, knowledge base unit, Authentication and authorization unit, log management unit, Report Server Management unit, data query and statistic unit, work order access and dispensing unit and service management access dispensing unit.
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| CN107360253A (en) * | 2017-08-18 | 2017-11-17 | 上海盈联电信科技有限公司 | A kind of middleware system for Internet of things |
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| CN107360253A (en) * | 2017-08-18 | 2017-11-17 | 上海盈联电信科技有限公司 | A kind of middleware system for Internet of things |
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Application publication date: 20140423 |