CN103929548A - Fault handling method and system for electric power customer service system - Google Patents
Fault handling method and system for electric power customer service system Download PDFInfo
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- CN103929548A CN103929548A CN201410103048.5A CN201410103048A CN103929548A CN 103929548 A CN103929548 A CN 103929548A CN 201410103048 A CN201410103048 A CN 201410103048A CN 103929548 A CN103929548 A CN 103929548A
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Abstract
The invention provides a fault handling method and system for an electric power customer service system. The fault handling method comprises the steps that a queuing machine receives a call of a user and forwards the call to a CTI server; the CTI server configures information of the user, sets a network phone of a seat area according to client request information to carry out telephone traffic handling, and carries out network testing on an information intranet reaching the network phone; when test information shows that a network is unreachable, in other words, the network phone in the seat area cannot accept or handle with the call, at least one administrative exchanger simulation phone is started, an IVR process for single-phone registration is carried out on a double-center telephone traffic platform through an administrative exchanger, and the administrative exchanger simulation phone is used for carrying out telephone traffic acceptance and handling. When a network of the electric power customer service system is cut off or has a fault, the network fault problem can be learned, and then the call of the user can be normally accepted and handled with.
Description
Technical field
The present invention relates to power customer service system, especially a kind of fault handling method for power customer service system and system.
Background technology
In the seating area of existing power customer service system, using the networking telephone as traffic terminal phone, when being registered to power customer service system, binds by seat the extension set of a networking telephone, when all users call out by CTI(Computer Telephony Integration, when computer telephone integration) server carries out traffic distribution to seat, seat traffic accesses corresponding networking telephone extension set.But when network breaks down, user's calling can not normally arrive seating area, easily cause being discontented with of user.As shown in Figure 1, two centers traffic platform comprises two Call Center Platform, and each Call Center Platform has respectively queue machine and cti server; Described queue machine and PSTN(public switched telephone network) be connected; Described Call Center Platform is communicated by letter with seating area by information Intranet.User calls out by PSTN, through queue machine, forwards, and cti server carries out after traffic distribution, if information Intranet is blocked, this user calls out and can not arrive the networking telephone of specifying seating area, and calling can not be accepted.
By upper, when being badly in need of at present a kind of troubleshooting technology and can solving power customer service system network blocking-up or fault, user calls out and can normally be accepted.
Summary of the invention
The problem that the present invention solves is to provide a kind of fault handling method for power customer service system and system, in the time of can solving the blocking-up of power customer service system network or fault, can know network failure problem, and then user is called out normally accepted.
In order to solve the problems of the technologies described above, the present invention adopts following technical scheme: a kind of fault handling method for power customer service system, and described method comprises:
Queue machine receives user and calls out, and calling is forwarded to cti server;
Described cti server configure user information, carries out Traffic handling according to the networking telephone of client requests information setting one seating area, to arriving the information Intranet of this networking telephone, carries out network test;
Detecting information display network is unreachable, the networking telephone that is seating area cannot be accepted while calling out, enable the IVR flow process that at least one executive exchanger analog telephone carries out single phone registration by executive exchanger Xiang Shuan center traffic platform, use described executive exchanger analog telephone to carry out traffic and accept.
Preferably, the situation that the networking telephone of described seating area cannot be accepted calling comprises:
Two centers traffic platform breaks down to the network of economizing for seating area, but calamity is normal for the network of Dao Shuan center, seating area traffic platform, enables described executive exchanger analog telephone and carries out traffic and accept;
Or two centers traffic platform breaks down to the network of economizing for seating area, and calamity also breaks down for the network of Dao Shuan center, seating area traffic platform, enables described executive exchanger analog telephone and carries out traffic and accept.
Preferably, the IVR flow process of described single phone registration comprises the steps:
In the traffic platform of Shuan center, configure single phone registration process access code;
Use executive exchanger analog telephone to dial described single phone registration process access code, the two centers of described executive exchanger analog telephone access traffic platform;
Using described executive exchanger analog telephone to carry out traffic accepts.
A fault processing system for power customer service system, comprising:
Two centers traffic platform, comprises queue machine and cti server, and described queue machine is called out for receiving and forward user, the calling that described cti server forwards for receiving described queue machine, and carry out traffic distribution;
At least one executive exchanger analog telephone, the traffic in the time of cannot accepting phone for the networking telephone of seating area is accepted.
Preferably, described Shuan center traffic platform comprises two Call Center Platform, and each Call Center Platform has respectively queue machine and cti server; Described queue machine is connected with external communication network; Described Call Center Platform is communicated by letter with seating area by information Intranet, and described cti server, according to customer requirement configuration information, arrives seating area by traffic distribution; Described executive exchanger analog telephone is communicated by letter with queue machine by executive exchanger, in the time of cannot accepting phone, is registered to two centers traffic platform for the networking telephone of seating area, carries out the traffic of user's calling and accepts.
Preferably, enabling described executive exchanger analog telephone carries out the situation that traffic accepts and comprises:
Two centers traffic platform breaks down to the network of economizing for seating area, but calamity is normal for the network of Dao Shuan center, seating area traffic platform;
Or two centers traffic platform breaks down to the network of economizing for seating area, and calamity also breaks down for the network of Dao Shuan center, seating area traffic platform.
Preferably,
In the traffic platform of described Shuan center, dispose single phone registration process access code;
Described executive exchanger analog telephone, by dialing the two centers of described single phone registration process access code access traffic platform, is accepted thereby carry out traffic.
Adopt after technique scheme, the present invention has following outstanding advantages:
The present invention carries out network test by the information Intranet to breaking down, and to the packet capturing time, packet loss, packet rate, the relevant network messages such as packet capturing size are analyzed, according to analysis result judgement network condition, know in time the fault of network, and when breaking down, start executive exchanger analog telephone registration access, carry out traffic and accept, reduce user's cutting off rate.
Accompanying drawing explanation
Below in conjunction with accompanying drawing, the specific embodiment of the present invention is described further:
Fig. 1 is the power customer service system structured flowchart while breaking down in prior art;
Fig. 2 is the power customer service system structured flowchart of the embodiment of the present invention while breaking down;
Fig. 3 is that the embodiment of the present invention is for the flow chart of the fault handling method of power customer service system.
Embodiment
Power customer service system structured flowchart when Fig. 2 shows the embodiment of the present invention and breaks down, two centers traffic platform 1 comprises two Call Center Platform 11, each Call Center Platform 11 has respectively queue machine 111 and cti server 112; Described queue machine 111 is connected with external communication network PSTN; Described Call Center Platform 11 is communicated by letter for seating area 4 for seating area 3 and calamity with province by information Intranet 2, and described cti server 112, according to customer requirement configuration information, arrives seating area by traffic distribution; Executive exchanger analog telephone 6 is communicated by letter with queue machine 111 by executive exchanger 5, in the time of cannot accepting phone, is registered to two centers traffic platform 1 for the networking telephone of seating area, carries out the traffic of user's calling and accepts.
The situation that the networking telephone of seating area cannot be accepted calling comprises: two centers traffic platform 1 breaks down to the network of economizing for seating area 3, but calamity is normal for the network of seating area 4 Dao Shuan center traffic platforms 1, enables described executive exchanger analog telephone 6 and carry out traffic and accept; Or two centers traffic platform 1 breaks down to the network of economizing for seating area 3, and calamity also breaks down for the network of seating area 4 Dao Shuan center traffic platforms 1, enables described executive exchanger analog telephone 6 and carries out traffic and accept.
Fig. 3 shows the embodiment of the present invention for the flow chart of the fault handling method of power customer service system, and concrete steps are as follows:
S1: queue machine receives user and calls out, and calling is forwarded to cti server;
S2: described cti server configure user information, according to the networking telephone of client requests information setting one seating area, carry out Traffic handling, to arriving the information Intranet of this networking telephone, carry out network test;
S3: detecting information display network is unreachable, the networking telephone that is seating area cannot be accepted while calling out, enable the IVR flow process that at least one executive exchanger analog telephone carries out single phone registration by executive exchanger Xiang Shuan center traffic platform, use described executive exchanger analog telephone to carry out traffic and accept.
In conjunction with Fig. 2 and Fig. 3, user makes a call by PSTN, the queue machine 111 of Call Center Platform 11 is accepted this user and is called out, and wait-for-response is after the time, be forwarded to cti server 112, cti server 112 is according to this call arrangement user profile, according to client requests information, specify the networking telephone of a seating area to carry out Traffic handling, to arriving the information Intranet 2 of this networking telephone, carry out network test, information on this network is carried out to packet capturing analysis, in the network message obtaining, there is the packet capturing time, packet loss, the information of packet rate and packet capturing size, certainly, above-mentioned information is not as restriction of the present invention, before packet capturing, also can use packet capturing filter, only capture the bag under set condition, filter out and do not want the bag of grabbing, according to analysis result, can judge whether network can reach, when network is unreachable, the networking telephone that is seating area cannot be accepted while calling out, enable the IVR flow process that at least one executive exchanger analog telephone 6 carries out single phone registration by executive exchanger 5 Xiang Shuan center traffic platforms 1, using executive exchanger analog telephone 6 to carry out traffic accepts.When Call Center Platform 11 tests are broken down to local network for seating area to province, being reset to calamity carries out traffic for the networking telephone of seating area and accepts, when network test result shows that calamity also breaks down to local network for seating area, enable executive exchanger analog telephone 6 and carry out traffic and accept; Or, when Call Center Platform 11 test is to economizing confession seating area while breaking down to local network, directly enable executive exchanger analog telephone 6 and carry out traffic and accept.
The IVR flow process of single phone registration comprises the steps: to configure in Shuan center traffic platform 1 single phone registration process access code; Use executive exchanger analog telephone 6 to dial described single phone registration process access code, the executive exchanger analog telephone 6 two centers of access traffic platforms 1; Use the 6 jargon business of executive exchanger analog telephone to accept.
As seen from the above technical solution, no matter province supplies the network of Dao Shuan center, seating area traffic platform to break down, or economize for seating area, calamity and all break down for the network of Dao Shuan center, seating area traffic platform, the present invention all can be known and be processed, and has reduced user's calling when breaking down and has occurred call drop and then receive the risk of customer complaint.
Although the present invention with preferred embodiment openly as above; but it is not for limiting claim; any those skilled in the art without departing from the spirit and scope of the present invention; can make possible change and modification, so protection scope of the present invention should be as the criterion with the scope that the claims in the present invention were defined.
Claims (7)
1. for a fault handling method for power customer service system, it is characterized in that, described method comprises:
Queue machine receives user and calls out, and calling is forwarded to cti server;
Described cti server configure user information, carries out Traffic handling according to the networking telephone of client requests information setting one seating area, to arriving the information Intranet of this networking telephone, carries out network test;
Detecting information display network is unreachable, the networking telephone that is seating area cannot be accepted while calling out, enable the IVR flow process that at least one executive exchanger analog telephone carries out single phone registration by executive exchanger Xiang Shuan center traffic platform, use described executive exchanger analog telephone to carry out traffic and accept.
2. fault handling method according to claim 1, is characterized in that: the network electricity of described seating area
The situation that words cannot be accepted calling comprises:
Two centers traffic platform breaks down to the network of economizing for seating area, but calamity is normal for the network of Dao Shuan center, seating area traffic platform, enables described executive exchanger analog telephone and carries out traffic and accept;
Or two centers traffic platform breaks down to the network of economizing for seating area, and calamity also breaks down for the network of Dao Shuan center, seating area traffic platform, enables described executive exchanger analog telephone and carries out traffic and accept.
3. fault handling method according to claim 1 and 2, is characterized in that: the IVR flow process of described single phone registration comprises the steps:
In the traffic platform of Shuan center, configure single phone registration process access code;
Use executive exchanger analog telephone to dial described single phone registration process access code, the two centers of described executive exchanger analog telephone access traffic platform;
Using described executive exchanger analog telephone to carry out traffic accepts.
4. for a fault processing system for power customer service system, it is characterized in that, comprising:
Two centers traffic platform, comprises queue machine and cti server, and described queue machine is called out for receiving and forward user, the calling that described cti server forwards for receiving described queue machine, and carry out traffic distribution;
At least one executive exchanger analog telephone, the traffic in the time of cannot accepting phone for the networking telephone of seating area is accepted.
5. fault processing system according to claim 4, is characterized in that, described Shuan center traffic platform comprises two Call Center Platform, and each Call Center Platform has respectively queue machine and cti server; Described queue machine is connected with external communication network; Described Call Center Platform is communicated by letter with seating area by information Intranet, and described cti server, according to customer requirement configuration information, arrives seating area by traffic distribution; Described executive exchanger analog telephone is communicated by letter with queue machine by executive exchanger, in the time of cannot accepting phone, is registered to two centers traffic platform for the networking telephone of seating area, carries out the traffic of user's calling and accepts.
6. fault processing system according to claim 5, is characterized in that, enables described executive exchanger analog telephone and carries out the situation that traffic accepts and comprise:
Two centers traffic platform breaks down to the network of economizing for seating area, but calamity is normal for the network of Dao Shuan center, seating area traffic platform;
Or two centers traffic platform breaks down to the network of economizing for seating area, and calamity also breaks down for the network of Dao Shuan center, seating area traffic platform.
7. fault processing system according to claim 5, is characterized in that,
In the traffic platform of described Shuan center, dispose single phone registration process access code;
Described executive exchanger analog telephone, by dialing the two centers of described single phone registration process access code access traffic platform, is accepted thereby carry out traffic.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201410103048.5A CN103929548B (en) | 2014-03-19 | 2014-03-19 | A kind of fault handling method for power customer service system and system |
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| CN201410103048.5A CN103929548B (en) | 2014-03-19 | 2014-03-19 | A kind of fault handling method for power customer service system and system |
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| CN103929548A true CN103929548A (en) | 2014-07-16 |
| CN103929548B CN103929548B (en) | 2016-08-24 |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105681304A (en) * | 2016-01-15 | 2016-06-15 | 北京京东尚科信息技术有限公司 | Call center system, soft phone device and method for switching call center of soft phone device |
| CN110519470A (en) * | 2019-08-22 | 2019-11-29 | 徐菲 | A kind of method of speech processing, server and audio access device |
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| CN101631171A (en) * | 2008-07-18 | 2010-01-20 | 中兴通讯股份有限公司 | Call center system and artificial service realizing method thereof |
| CN102137197A (en) * | 2010-01-26 | 2011-07-27 | 中国移动通信集团设计院有限公司 | Seat and working method thereof |
| CN102143288A (en) * | 2010-11-30 | 2011-08-03 | 华为技术有限公司 | Disaster recovery method and disaster recovery device in call center |
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2014
- 2014-03-19 CN CN201410103048.5A patent/CN103929548B/en active Active
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101631171A (en) * | 2008-07-18 | 2010-01-20 | 中兴通讯股份有限公司 | Call center system and artificial service realizing method thereof |
| CN102137197A (en) * | 2010-01-26 | 2011-07-27 | 中国移动通信集团设计院有限公司 | Seat and working method thereof |
| CN102143288A (en) * | 2010-11-30 | 2011-08-03 | 华为技术有限公司 | Disaster recovery method and disaster recovery device in call center |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105681304A (en) * | 2016-01-15 | 2016-06-15 | 北京京东尚科信息技术有限公司 | Call center system, soft phone device and method for switching call center of soft phone device |
| CN110519470A (en) * | 2019-08-22 | 2019-11-29 | 徐菲 | A kind of method of speech processing, server and audio access device |
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| Publication number | Publication date |
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| CN103929548B (en) | 2016-08-24 |
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