CN104144070B - Cloud call center system and its dynamic disaster recovery method, kernel scheduling equipment - Google Patents
Cloud call center system and its dynamic disaster recovery method, kernel scheduling equipment Download PDFInfo
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Abstract
The invention discloses a kind of cloud call center system and its dynamic disaster recovery method, kernel scheduling equipment, it is related to moving communicating field.Dynamic disaster recovery method includes cloud call center kernel scheduling equipment and finds a resource exception, when confirming that the abnormal resource breaks down, it will be deleted in the failed resource slave unit resource, to resource pool application new resources, faulty resource information notice is assigned with to the seat of the failed resource, new resources are distributed to the seat, so that the seat disposes service application on new resources by the request of the reacquisition resource sent in response to seat.The present invention can share a cloud call center system by cloud different zones, a call center is established without each region, therefore deployment cycle is short, and different zones can share the resource of cloud call center system, a resource pool for being used for disaster tolerance can be established for Zone Full, the quantity of resource in pond is rationally set, it is possible to is taken seldom resource and is reached higher reliability.
Description
Technical field
The present invention relates to moving communicating field, more particularly to a kind of cloud call center system and its dynamic disaster recovery method, core
Heart controlling equipment.
Background technology
Call center is also known as Customer Service Center, and it is that one kind is based on CTI（Computer Telephony
Integration, computer telephone integration）Technology, make full use of the multiple function of communication network and computer network to integrate, and with enterprise
The complete integrated information service system that industry is connected as a single entity, using various means of communication, effectively provided for client high-quality
Amount, high efficiency, comprehensive service.Call center can greatly enhance the ability to manage customer relationships of enterprise.
Existing call center system is system in exclusive mode, funnel-shaped construction be present, resource is mutually isolated, resource utilization
The problem of low.Same class business builds similar platform in each region of the whole province, and due to regional disparity, different zones are to each
It is unbalanced from the utilization rate of platform resource, cause the nervous continuous dilatation of some region resources, some region resource free time but no
To situations such as utilization.
The Disaster Tolerant Scheme of existing call center system is to establish two sets or more set function identical standby systems, these
State of health monitoring and function switch can be carried out between standby system, can when standby system is because of unexpected be stopped at one
To be switched to system at another backup so that the standby system function can continue normal work.Due to existing call center
Funnel-shaped construction mode, each region of the whole province are required for building above-mentioned disaster tolerance system respectively, the one side system deployment cycle
It is long, if on the other hand the standby system in each region is set excessively, in the presence of the serious wasting of resources, if each region
Standby system setting is very few, then reliability is relatively low.Therefore, it is badly in need of proposing a kind of new call center's dynamic disaster recovery scheme, with
The problem of solving prior art deployment cycle length, and being difficult to take into account resource occupation and reliability.
The content of the invention
A technical problem to be solved of the embodiment of the present invention is：Solve prior art deployment cycle length, and be difficult to
The problem of taking into account resource occupation and reliability.
According to an aspect of the invention, it is proposed that a kind of dynamic disaster recovery method based on cloud call center system, including：Cloud is exhaled
Make prostheses controlling equipment find a resource exception, send detection message to the resource to confirm whether the abnormal resource occurs
Failure；When cloud call center kernel scheduling equipment confirms that the abnormal resource breaks down, by the failed resource slave unit resource
Delete, to resource pool application new resources；Faulty resource information notice is assigned with the failure by cloud call center kernel scheduling equipment
The seat of resource, resource is reacquired to be assigned with the seat of the failed resource；The kernel scheduling equipment response of cloud call center
In the request for the reacquisition resource that seat is sent, new resources are distributed into the seat, so that the seat is disposed on new resources
Service application.
The access cloud of cloud call center system includes：The cloud call center kernel scheduling equipment and multiple independent callings
Center access platform, the access cloud of cloud call center system are made using cloud between multiple independent call center's access platforms
Shared resource, and externally provide unified access service by the cloud call center kernel scheduling equipment.
The resource cloud of cloud call center system includes：Multiple independent Call Center Platforms, the money of cloud call center system
Source cloud makes shared resource between multiple independent Call Center Platforms using cloud, forms shared resource pool, externally provides
Unified resource.
The cloud call center kernel scheduling equipment is led to faulty resource information by operation management maintainance OAM Alarm Units
Know the seat for being assigned with the failed resource.
Wherein, the resource includes：Computer telephone integration CTI resources and interactive voice response IVR resources, Wen Yuzhuan
Change TTS resources, speech recognition ASR resources, application service AS resources.
According to another aspect of the invention, it is proposed that a kind of cloud call center kernel scheduling equipment, including：Fault detect mould
Block, for finding a resource exception, detection message is sent to the resource to confirm whether the abnormal resource breaks down；Resource pipe
Module being managed, during for confirming that the abnormal resource breaks down, will be deleted in the failed resource slave unit resource, to resource pool application
New resources；Failure notification module, for faulty resource information notice to be assigned with to the seat of the failed resource, to be assigned with this
The seat of failed resource reacquires resource；Resource distribution module, for the reacquisition resource that is sent in response to seat please
Ask, new resources are distributed into the seat, so that the seat disposes service application on new resources.
Cloud call center kernel scheduling equipment belongs to the access cloud of cloud call center system, the access of cloud call center system
Cloud externally provides unified access service by the cloud call center kernel scheduling equipment.
Failure notification module, specifically for being divided faulty resource information notice by operation management maintainance OAM Alarm Units
The seat of the failed resource is matched somebody with somebody.
In accordance with a further aspect of the present invention, a kind of cloud call center system, including access cloud and resource cloud are proposed；Cloud calls
The access cloud of centring system includes：Foregoing cloud call center kernel scheduling equipment and multiple independent call center's accesses are flat
Platform, the access cloud of cloud call center system make shared resource between multiple independent call center's access platforms using cloud,
And externally provide unified access service by the cloud call center kernel scheduling equipment；The resource cloud of cloud call center system
Including：Multiple independent Call Center Platforms, the resource cloud of cloud call center system make multiple independent callings using cloud
Shared resource between central platform, forms shared resource pool, externally provides unified resource.
The present invention proposes a kind of dynamic disaster recovery scheme based on cloud call center system, can be with by cloud different zones
A cloud call center system is shared, a call center is established without each region, therefore deployment cycle is short, and it is different
Region can share the resource of cloud call center system, can establish a resource pool for being used for disaster tolerance for Zone Full, close
Reason sets the quantity of resource in pond, it is possible to takes seldom resource and reaches higher reliability.
By referring to the drawings to the present invention exemplary embodiment detailed description, further feature of the invention and its
Advantage will be made apparent from.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
There is the required accompanying drawing used in technology description to be briefly described, it should be apparent that, drawings in the following description are only this
Some embodiments of invention, for those of ordinary skill in the art, without having to pay creative labor, may be used also
To obtain other accompanying drawings according to these accompanying drawings.
Fig. 1 is the configuration diagram of cloud call center system of the present invention.
Fig. 2 is the schematic flow sheet of one embodiment of the dynamic disaster recovery method of the invention based on cloud call center system.
Fig. 3 to be of the invention by taking CTI resources as an example, illustrate by the principle of the dynamic disaster recovery method based on cloud call center system
Figure.
Fig. 4 to be of the invention by taking IVR resources as an example, illustrate by the principle of the dynamic disaster recovery method based on cloud call center system
Figure.
Fig. 5 is the structural representation of one embodiment of cloud call center kernel scheduling equipment of the present invention.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear, complete
Site preparation describes, it is clear that described embodiment is only part of the embodiment of the present invention, rather than whole embodiments.Below
Description only actually at least one exemplary embodiment is illustrative, is never used as to the present invention and its application or makes
Any restrictions.Based on the embodiment in the present invention, those of ordinary skill in the art are not making creative work premise
Lower obtained every other embodiment, belongs to the scope of protection of the invention.
It may be not discussed in detail for technology, method and apparatus known to person of ordinary skill in the relevant, but suitable
In the case of, the technology, method and apparatus should be considered as authorizing part for specification.
Grow, and be difficult to solve deployment cycle existing for the Disaster Tolerant Scheme of existing chimney cloud call center system
The problem of taking into account resource occupation and reliability, the present invention propose a kind of dynamic disaster recovery scheme based on cloud call center system, lead to
A cloud call center system can be shared by crossing cloud different zones, and a call center is established without each region, because
This deployment cycle is short, and different zones can share the resource of cloud call center system, and one can be established for Zone Full
The individual resource pool for disaster tolerance, the quantity of resource in pond is rationally set, it is possible to take seldom resource and reach it is higher can
By property.
Fig. 1 is the configuration diagram of cloud call center system of the present invention.As shown in figure 1, the system of cloud call center of the present invention
System includes desktop cloud, access cloud, resource cloud and business cloud.Illustrate the part of cloud call center system separately below.
Desktop cloud：
Customer service seat desktop PC business loads are focused on into cloud call center system, terminal device is reduced to thin-client,
The operating system that all terminal devices in call center use all is from the operating system mirror image of a standard, desktop and application
Installation and upgrade etc. all carried out at intensive data center, IT management only need to safeguard intensive data center, final without contacting
The client of user, it is possible to complete the configuration and maintenance work of application, it is seen then that maintenance process and its simple, realize that terminal provides
The centralized management in source and single-point are safeguarded, are realized energy-saving and emission-reduction, desktop and the unified issue of application, are ensured information and data safety, and
Call center's O＆M cost is greatly reduced.
Access cloud：
The access cloud of cloud call center system includes：Cloud call center kernel scheduling equipment and multiple independent call centers
Access platform, the access cloud of cloud call center system make to share between multiple independent call center's access platforms using cloud
Resource, and unified access service is externally provided by cloud call center kernel scheduling equipment, the big of unification can externally be presented
Capacity call center access platform.Call center's access platform is shared to be included：Load balancing, resource virtualizing etc., it is possible to achieve
The reasonable utilization of large-scale cross-region call center access platform resource, cloud platform is more firm, safety, to call center's operation ability
Lifting it is obvious, tenant need not understand the performance and equipment quality of platform, it is only necessary to be concerned about the development of business.
Resource cloud：
The resource cloud of cloud call center system includes：Multiple independent Call Center Platforms, the money of cloud call center system
Source cloud makes shared resource between multiple independent Call Center Platforms using cloud, forms shared resource pool, externally provides
Unified resource, it can externally be rendered as call center's logical platform of a set of vast capacity.The resource includes：Compuphone
It is integrated（CTI）Resource and interactive voice response（IVR）Resource, literary periodicals（TTS）Resource, speech recognition（ASR）Resource,
Application service（AS）Resource.Each part supports independent deployment, virtualization, resource dynamic retractility, realizes traffic distribution and service money
The centralization unified management and equilibrium, the deployment of human resources for outsourcing call center, the large-scale call center of cross-region in source provide
Technical support, realize the transformation of its operation way.
Business cloud：
Open service application platform is built for call center.It is simple to realize that business event deployment judicial convenience, business obtain
Change, realize the concentration issue of operation system and safeguard, can smoothly realize the upgrading deployment of IT system.To outsourcing call center
For tenant's aspect, the operation system of oneself needs can be selected.Seat aspect can also be selected flexibly from " applying cloud "
Application is selected, application system also realizes unrestricted choice, distribution according to need.
Based on above-mentioned cloud call center system, the present invention also proposes a kind of dynamic disaster recovery scheme, and different zones can be shared
The resource of cloud call center system, a resource pool for being used for disaster tolerance can be established for Zone Full, Chi Zhongzi is rationally set
The quantity in source, it is possible to take seldom resource and reach higher reliability.
Fig. 2 is the schematic flow sheet of one embodiment of the dynamic disaster recovery method of the invention based on cloud call center system.
As shown in Fig. 2 the dynamic disaster recovery method of the embodiment includes：
Step 202, cloud call center kernel scheduling equipment finds a resource exception, and detection message is sent with true to the resource
Recognize whether the abnormal resource breaks down.
Wherein, cloud call center kernel scheduling equipment can report situation to find resource exception according to equipment.
Wherein, the resource includes：Computer telephone integration（CTI）Resource and interactive voice response（IVR）Resource, text
Language is changed（TTS）Resource, speech recognition（ASR）Resource, application service（AS）Resource etc., but not limited to this.
Step 204, when cloud call center kernel scheduling equipment confirms that the abnormal resource breaks down, by the failed resource from
Deleted in device resource, to resource pool application new resources.
In addition, when cloud call center kernel scheduling equipment confirms that the abnormal resource breaks down, failure feelings can also be recorded
Condition, by device fault information write storage unit, in order to subsequently carry out statistics and Breakdown Maintenance etc..
Step 206, faulty resource information notice is assigned with the seat of the failed resource by cloud call center kernel scheduling equipment
Seat, resource is reacquired to be assigned with the seat of the failed resource.
Specifically, cloud call center kernel scheduling equipment can pass through operation management maintainance（OAM）Alarm Unit is by resource
Fault message notifies to be assigned with the seat of the failed resource.Faulty resource information can for example include the resource mark to break down
The information such as knowledge, failure-description, to facilitate seat to fully understand failure situation, and make accurate processing.
Step 208, the request for the reacquisition resource that cloud call center kernel scheduling equipment is sent in response to seat, will be new
Resource allocation gives the seat, so that the seat disposes service application on new resources.
Specifically, seat can re-register automatically on new resources, service application is then disposed again, so as to realize dynamic
Disaster tolerance.
In order that the present invention program is clearer, below by taking CTI resources as an example, cloud call center system is based on to the present invention
Dynamic disaster recovery method illustrate.
Fig. 3 to be of the invention by taking CTI resources as an example, illustrate by the principle of the dynamic disaster recovery method based on cloud call center system
Figure.As shown in figure 3, step 302-308 is not shown in figure 3, the dynamic disaster recovery method of the embodiment includes：
Step 302, cloud call center kernel scheduling equipment reports situation for example to find CTI3 resource exceptions according to equipment, to
CTI3 resources send detection message to confirm whether CTI3 resources break down.
Step 304, when cloud call center kernel scheduling equipment confirms that CTI3 resources break down, by CTI3 resource slave units
Deleted in resource, to the new CTI resources of resource pool application.
In addition, when cloud call center kernel scheduling equipment confirms that CTI3 resources break down, failure situation can also be recorded,
By device fault information write storage unit, in order to subsequently carry out statistics and Breakdown Maintenance etc..
Step 306, faulty resource information notice is assigned with the seat of CTI3 resources by cloud call center kernel scheduling equipment,
CTI resources are reacquired to be assigned with the seat of CTI3 resources.
Specifically, cloud call center kernel scheduling equipment can pass through operation management maintainance（OAM）Alarm Unit is by resource
Fault message notifies to be assigned with the seat of CTI3 resources.Faulty resource information can for example include the resource identification to break down
The information such as CTI3, failure-description, to facilitate seat to fully understand failure situation, and make accurate processing.
Step 308, the request for the reacquisition resource that cloud call center kernel scheduling equipment is sent in response to seat, will be new
CTI resource allocations give the seat, so that the seat re-registers automatically in new CTI resources, then dispose service application.
In order that the present invention program is clearer, below by taking IVR resources as an example, cloud call center system is based on to the present invention
Dynamic disaster recovery method illustrate.
Fig. 4 to be of the invention by taking IVR resources as an example, illustrate by the principle of the dynamic disaster recovery method based on cloud call center system
Figure.As shown in figure 4, step 402-408 is not shown in Fig. 4, and by taking IVR resources as an example, the dynamic disaster recovery method bag of the embodiment
Include：
Step 402, cloud call center kernel scheduling equipment reports situation for example to find IVR3 resource exceptions according to equipment, to
IVR3 resources send detection message to confirm whether IVR3 resources break down.
Step 404, when cloud call center kernel scheduling equipment confirms that IVR3 resources break down, by IVR3 resource slave units
Deleted in resource, to the new IVR resources of resource pool application.
In addition, when cloud call center kernel scheduling equipment confirms that IVR3 resources break down, failure situation can also be recorded,
By device fault information write storage unit, in order to subsequently carry out statistics and Breakdown Maintenance etc..
Step 406, faulty resource information notice is assigned with the seat of IVR3 resources by cloud call center kernel scheduling equipment,
IVR resources are reacquired to be assigned with the seat of IVR3 resources.
Specifically, cloud call center kernel scheduling equipment can pass through operation management maintainance（OAM）Alarm Unit is by resource
Fault message notifies to be assigned with the seat of IVR3 resources.Faulty resource information can for example include the resource identification to break down
The information such as IVR3, failure-description, to facilitate seat to fully understand failure situation, and make accurate processing.
Step 408, the request for the reacquisition resource that cloud call center kernel scheduling equipment is sent in response to seat, will be new
IVR resource allocations give the seat, so that the seat re-registers automatically in new IVR resources, then dispose service application.
In addition, cloud call center system can also dynamic according to IVR and CTI service condition, dynamic distribution calling and
Attend a banquet onto suitable IVR and CTI, the load balancing of resource is realized, to greatest extent using resource.Cloud call center system is also
Possesses distributed treatment ability, dynamic resource management capacity possesses dynamic expansion ability, the access capability in any place and carries
For the ability of service, meet the requirement that multi-tenant uses, and accomplish data isolation, low cost, Quick thread and pay-for-use.
Fig. 5 is the structural representation of one embodiment of cloud call center kernel scheduling equipment of the present invention.As shown in figure 5,
The cloud call center kernel scheduling equipment 500 of the embodiment includes：
Fault detection module 502, for finding a resource exception, detection message is sent to the resource to confirm that the exception provides
Whether break down in source；The resource includes：Computer telephone integration CTI resources and interactive voice response IVR resources.
Resource management module 504, during for confirming that the abnormal resource breaks down, by the failed resource slave unit resource
Delete, to resource pool application new resources.
Failure notification module 506, for faulty resource information notice to be assigned with to the seat of the failed resource, to distribute
The seat of the failed resource reacquires resource.
Resource distribution module 508, for the request of the reacquisition resource sent in response to seat, new resources are distributed to
The seat, so that the seat disposes service application on new resources.
Cloud call center kernel scheduling equipment 500 belongs to the access cloud of cloud call center system, cloud call center system
Access cloud externally provides unified access service by cloud call center kernel scheduling equipment.
Failure notification module 506, specifically for being notified faulty resource information by operation management maintainance OAM Alarm Units
It is assigned with the seat of the failed resource.
Cloud call center system and its dynamic disaster recovery method proposed by the present invention, kernel scheduling equipment, it is a kind of to be based on cloud
The dynamic disaster recovery scheme of call center system, a cloud call center system can be shared by cloud different zones, without
A call center is established in each region, therefore deployment cycle is short, and different zones can share cloud call center system
Resource, for Zone Full can establish one be used for disaster tolerance resource pool, rationally set pond in resource quantity, it is possible to
Take seldom resource and reach higher reliability.Meanwhile user's unaware, it is possible to realize dynamic disaster recovery.
One of ordinary skill in the art will appreciate that hardware can be passed through by realizing all or part of step of above-described embodiment
To complete, by program the hardware of correlation can also be instructed to complete, described program can be stored in a kind of computer-readable
In storage medium, storage medium mentioned above can be read-only storage, disk or CD etc..
The foregoing is only presently preferred embodiments of the present invention, be not intended to limit the invention, it is all the present invention spirit and
Within principle, any modification, equivalent substitution and improvements made etc., it should be included in the scope of the protection.
Claims (8)
1. a kind of dynamic disaster recovery method based on cloud call center system, including：
Cloud call center kernel scheduling equipment finds a resource exception, sends detection message to the resource to confirm the abnormal resource
Whether break down；
When cloud call center kernel scheduling equipment confirms that the abnormal resource breaks down, it will be deleted in the failed resource slave unit resource
Remove, to resource pool application new resources, and record failure situation, by device fault information write storage unit, in order to subsequently enter
Row statistics and Breakdown Maintenance；
Faulty resource information notice is assigned with this by cloud call center kernel scheduling equipment by operation management maintainance Alarm Unit
The seat of failed resource, resource is reacquired to be assigned with the seat of the failed resource；
New resources are distributed to this by the request for the reacquisition resource that cloud call center kernel scheduling equipment is sent in response to seat
Seat, so that the seat disposes service application on new resources.
2. according to the method for claim 1, it is characterised in that the access cloud of cloud call center system includes：The cloud is exhaled
Prostheses controlling equipment and multiple independent call center's access platforms are, the access cloud of cloud call center system utilizes cloud skill
Art makes shared resource between multiple independent call center's access platforms, and passes through the cloud call center kernel scheduling equipment pair
It is outer that unified access service is provided.
3. according to the method for claim 1, it is characterised in that the resource cloud of cloud call center system includes：Multiple independences
Call Center Platform, the resource cloud of cloud call center system made between multiple independent Call Center Platforms altogether using cloud
Resource is enjoyed, forms shared resource pool, unified resource is externally provided.
4. according to the method for claim 1, it is characterised in that the resource includes：Computer telephone integration CTI resources and friendship
Mutual voice response system IVR resources, literary periodicals TTS resources, speech recognition ASR resources, application service AS resources.
5. a kind of cloud call center kernel scheduling equipment, including：
Fault detection module, for finding a resource exception, detection message is sent to the resource whether to confirm the abnormal resource
Break down；
Resource management module, during for confirming that the abnormal resource breaks down, it will be deleted in the failed resource slave unit resource, to
Resource pool application new resources, and record failure situation, by device fault information write storage unit, in order to subsequently be counted
And Breakdown Maintenance；
Failure notification module, provided for faulty resource information notice to be assigned with into the failure by operation management maintainance Alarm Unit
The seat in source, resource is reacquired to be assigned with the seat of the failed resource；
Resource distribution module, for the request of the reacquisition resource sent in response to seat, new resources are distributed into the seat,
So that the seat disposes service application on new resources.
6. equipment according to claim 5, it is characterised in that cloud call center kernel scheduling equipment belongs to cloud call center
The access cloud of system, the access cloud of cloud call center system externally provide unification by the cloud call center kernel scheduling equipment
Access service.
7. equipment according to claim 5, it is characterised in that the resource includes：Computer telephone integration CTI resources and friendship
Mutual voice response system IVR resources, literary periodicals TTS resources, speech recognition ASR resources, application service AS resources.
8. a kind of cloud call center system, including access cloud and resource cloud；
The access cloud of cloud call center system includes：Cloud call center kernel scheduling equipment described in claim any one of 5-7
With multiple independent call center's access platforms, the access cloud of cloud call center system makes multiple independent callings using cloud
Shared resource between the access platform of center, and externally provide unified access by the cloud call center kernel scheduling equipment and take
Business；
The resource cloud of cloud call center system includes：Multiple independent Call Center Platforms, the resource cloud of cloud call center system
Make shared resource between multiple independent Call Center Platforms using cloud, form shared resource pool, externally provide unified
Resource.
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| CN106484900A (en) * | 2016-10-21 | 2017-03-08 | 贵阳朗玛信息技术股份有限公司 | File updating method based on IVR system, apparatus and system |
| CN110324502B (en) * | 2018-03-30 | 2021-11-02 | 北京京东尚科信息技术有限公司 | System and method for switching automatic call distribution unit |
| CN111355988B (en) * | 2020-03-31 | 2022-11-11 | 苏州科达科技股份有限公司 | Business disaster recovery method, equipment and readable storage medium |
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| CN101330544A (en) * | 2008-06-17 | 2008-12-24 | 中国移动通信集团江苏有限公司 | Method for implementing multi-center virtual integration of passenger service system |
| CN102158612A (en) * | 2010-02-11 | 2011-08-17 | 青牛（北京）技术有限公司 | Cloud computing technology-based virtual call center system and operating method thereof |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101330544A (en) * | 2008-06-17 | 2008-12-24 | 中国移动通信集团江苏有限公司 | Method for implementing multi-center virtual integration of passenger service system |
| CN102158612A (en) * | 2010-02-11 | 2011-08-17 | 青牛（北京）技术有限公司 | Cloud computing technology-based virtual call center system and operating method thereof |
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