CN111935360A - Method for dynamically utilizing trunk resources using traffic management system - Google Patents
Method for dynamically utilizing trunk resources using traffic management system Download PDFInfo
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- CN111935360A CN111935360A CN202010950934.7A CN202010950934A CN111935360A CN 111935360 A CN111935360 A CN 111935360A CN 202010950934 A CN202010950934 A CN 202010950934A CN 111935360 A CN111935360 A CN 111935360A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2209—Arrangements for supervision, monitoring or testing for lines also used for data transmission
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
Abstract
The invention discloses a method for dynamically utilizing relay line resources by using a telephone traffic management system, which comprises the following steps: 1. obtaining the real-time usage amount of the trunk line; 2. obtaining the number of spare relay lines according to the real-time usage amount and the actual access concurrency number of the relay lines; 3. synchronizing the real-time usage amount of each trunk line and the data of the empty remainder to each telephone traffic management system; 4. and the call center system dynamically adjusts the predictive outbound concurrency number according to the real-time use amount of the trunk line. The invention dynamically arranges outbound concurrency according to the real-time use condition after acquiring the real-time use condition of the trunk line through the telephone traffic management system. The utilization ratio of the trunk line can be improved, the requirement on the total quantity of the trunk line is relatively low, and the fluctuation influence of the manual agent operation time and the customer incoming line time preference on the actual use condition of the trunk line can be offset, so that the actual use condition of the trunk line is smoother.
Description
Technical Field
The invention relates to the technical field of communication relay, in particular to a method for dynamically utilizing relay line resources by using a telephone traffic management system.
Background
Telephone customer service is an important component in the field of customer service, and with the increase of the scale of the current customers, a telephone customer service team also grows correspondingly so as to provide timely and effective customer service for the customers. A telephone customer service team provides relevant services for customers by relying on a telephone center system, and the system provides relevant functions of customer incoming line back seat distribution, voice menu broadcasting and the like. The system is connected with the telephone network of an operator through a trunk line (comprising a PRI trunk line and an SIP trunk line), so that the telephone dialed by a customer can be answered by an agent and the telephone dialed by the agent can be answered by the customer.
The relay line is a limited resource, and the construction and maintenance costs are high. The current call centers of a certain scale can consider the disaster recovery of different centers for the trunk lines, and prevent the interruption of all telephone services caused by the abnormality of a single center. In this dual-center deployment mode, it is assumed that the concurrent usage of the average-day trunk line of the call center is 200 routes, and the concurrent usage of the peak trunk line is 300 routes (artificial + intelligent voice). In terms of line construction, a trunk line is required to provide 600 concurrent lines (for example, double centers are used, so that the total planning quantity is a peak value quantity 2, and thus, a single center can be ensured to completely bear the line requirements of all voice services), so that when a certain center has a problem, the single center can independently bear the requirements of all the lines, and the service of a call center is ensured not to be influenced as a whole. For the relay gateway, the gateway can monitor the service condition of the relay line connected with the gateway in real time, and the data cannot be communicated with a back-end call center system at present, so that various resources cannot be allocated according to the line occupation condition in real time. The current popular line allocation mode is caused by: the peak value of the manual customer service concurrent call volume is 200, and the outgoing of the call is arranged through a relay gateway circuit of the machine room A; the intelligent voice outbound call peak value concurrent call volume is 100, and the outgoing is arranged through the relay gateway circuit of the machine room B.
The following 3 problems arise for the above solution: 1. the utilization rate of the relay line is low; 2. the requirement on the total number of relay lines is high; 3. line usage is influenced by job time and customer line-in time preferences, with large fluctuations on a daily basis.
Disclosure of Invention
To solve the above problems, the present invention provides a method for dynamically utilizing trunk resources using a traffic management system. The real-time use condition of the trunk line is acquired through the telephone traffic management system, so that outbound concurrence is dynamically arranged, and the utilization rate of the trunk line is improved.
The invention provides a method for dynamically utilizing relay line resources by using a telephone traffic management system, which comprises the following steps:
A. the telephone traffic management system of each machine room acquires all telephone channels of the machine room in real time, so that the real-time use amount of the relay line of each machine room is obtained;
B. subtracting the real-time use amount of the relay lines of each machine room according to the total access amount of the relay lines of each machine room, thereby obtaining the number of the currently vacant relay lines of each machine room;
C. synchronizing data to the telephone traffic management systems of all the machine rooms according to the service conditions of the relay lines of the telephone traffic management systems of different machine rooms, so that the telephone traffic management systems of all the machine rooms can obtain the real-time use amount and the number of the spare relay lines;
D. and the call center system dynamically utilizes the trunk lines according to the service conditions of the current trunk lines of all the machine rooms.
The method and the device dynamically arrange the outbound operation concurrency amount of the client by controlling the real-time use condition of the trunk line, thereby achieving the effect of reasonably utilizing the trunk line. And the fluctuating influence of the preference of the manual seat time and the customer incoming line time on the actual service condition of the trunk line is offset, so that the actual service condition of the trunk line is smoother.
Further, step a comprises:
A1. at the beginning of the start of the telephone traffic management system, the real-time occupation amount of the trunk line is set to be 0;
A2. on the basis that the real-time occupation amount of the relay line is 0, adding 1 to the real-time occupation amount of the relay line every time a telephone channel is connected through a telephone traffic management system; when a call circuit is monitored to be disconnected, the real-time occupation amount of the trunk circuit is reduced by 1; thus, the real-time use amount of the relay line of each machine room is obtained.
And step A, acquiring the real-time use amount of the relay line of each machine room, and providing a reference basis for the subsequent dynamic arrangement of outbound concurrence.
Further, step B includes:
B1. the telephone traffic management system of each machine room respectively carries out initialization configuration on the actual access concurrency number of the relay line of each machine room;
B2. and D, the actual access concurrent number of the relay line of each machine room correspondingly subtracts the real-time usage amount of the relay line of each machine room obtained in the step A2, namely, the number of the currently vacant relay lines of each machine room is obtained.
Further, step C includes:
C1. when the real-time use amount of a trunk line managed by a telephone traffic management system of a certain machine room is increased or reduced, synchronizing the real-time condition of the trunk line to the telephone traffic management systems of all the machine rooms;
C2. the telephone traffic management system of any computer room can acquire the real-time usage amount of all the trunk lines and the number of the spare trunk lines.
And C, the telephone traffic management system of any computer room in the step C can obtain the real-time use condition of the relay line, can more objectively, directly and conveniently monitor the real-time use condition of the relay line, reduces the outbound concurrency number when the relay line is busy, and improves the outbound concurrency number when the relay line is idle.
Further, step D includes:
D1. the call center system can obtain the real-time use amount of all the trunk lines and the spare trunk lines through the telephone traffic management system of any machine room;
D2. according to the upper limit of line occupation configured by the call center system, the known total concurrent number and the obtained real-time usage amount of the relay line, the total concurrent number is multiplied by the upper limit of line occupation-real-time usage amount so as to obtain a prediction type outbound number which is suggested to be adjusted, and the call center system adjusts the prediction type outbound concurrent number so as to dynamically utilize the relay line.
And D, dynamically utilizing the trunk line according to the real-time use condition of the trunk line. Thereby, the utilization rate of the trunk line can be improved.
The invention uses the method of telephone traffic management system to dynamically utilize the relay line resource, after the real-time use condition of the relay line is obtained by the telephone traffic management system, the outbound concurrence is dynamically arranged according to the real-time use condition. The utilization ratio of the trunk line can be improved, the requirement on the total number of the trunk line can be reduced, the fluctuation influence on the actual service condition of the trunk line caused by the manual agent operation time and the customer incoming line time preference can be offset, and the actual service condition of the trunk line is smoother.
Drawings
Fig. 1 is a flow chart of a method for dynamically utilizing trunk resources using a traffic management system in accordance with the present invention.
Fig. 2 is a diagram illustrating the effect of the method for dynamically utilizing the relay line resources by using the traffic management system according to the present invention.
Fig. 3 is a comparison graph of the effect of the method of dynamically utilizing trunk resources using the traffic management system without using the present invention.
Detailed Description
The present invention will be described in further detail with reference to the following examples. It should not be understood that the scope of the above-described subject matter of the present invention is limited to the following examples. Various substitutions and alterations according to the general knowledge and conventional practice in the art are intended to be included within the scope of the present invention without departing from the spirit of the present invention as described above.
As shown in fig. 1, the method for dynamically utilizing trunk resources by using a traffic management system of the present invention includes:
1. obtaining real-time usage amount of trunk line
The telephone traffic management system sets the real-time occupation amount of the trunk line to 0 at the beginning of system starting;
the telephone traffic management system monitors incoming calls and outgoing calls of all telephone channels of the local room, on the basis that the real-time occupancy of the trunk line is 0, the real-time occupancy of the trunk line is increased by 1 every time the telephone traffic management system is used for connecting a telephone channel, and the real-time occupancy of the trunk line is decreased by 1 every time the disconnection of a telephone line is detected; therefore, the real-time use amount of the relay line of the corresponding machine room is obtained through the telephone traffic management system.
2. Obtaining the null remainder of the trunk line
The telephone traffic management system of each machine room initializes and configures the actual access concurrency number of the relay line of each machine room; for example, if 4E 1 trunk lines are accessed, the actual access concurrency number is 4 × 30= 120;
and (3) subtracting the real-time occupation amount of the relay lines obtained in the step (1) according to the actual access concurrency number of the relay lines configured in each machine room to obtain the number of the currently vacant relay lines in each machine room.
3. Synchronizing the real-time usage and the spare number of the trunk line to each telephone traffic management system
When the real-time usage of a trunk line in a certain telephone traffic management system changes, synchronizing the real-time usage and the free number of the trunk line to each telephone traffic management system; therefore, each telephone traffic management system can obtain the current use condition of all the trunk lines and the number of the spare trunk lines.
4. Dynamic utilization of trunk line in call center system
According to step 3, the call center system can obtain the current use condition of all the trunk lines and the number of the spare trunk lines through any one telephone traffic management system;
the call center system adjusts the predictive outbound concurrency number according to the current use condition of the trunk lines and the number of the spare trunk lines, wherein the predictive outbound number refers to the number of the calls which can be simultaneously dialed by the system to the client, for example, if the predictive outbound concurrency number is set to be 30, the system can simultaneously dial 30 client calls;
and obtaining the predicted outbound number of the suggested adjustment according to the total concurrency number multiplied by the line occupation upper limit-real-time usage amount, wherein the line occupation upper limit is configured by the call center system. For example, the total number of concurrent trunks of the current trunk line is 300, the real-time usage amount of the trunk line is 150, and if the set upper limit of the line occupancy is 80%, the predictive outbound call may be recommended to be adjusted to 300 × 0.8-150= 90.
Example 1
1. Obtaining the real-time usage amount of the trunk line;
2. according to the real-time usage amount and the actual access concurrency number of the relay line, obtaining the idle number of the relay line according to the actual access concurrency number, namely the real-time usage amount = the idle remainder of the relay line;
3. synchronizing the real-time usage amount of the relay line accessed by each machine room and the data of the empty remainder to each telephone traffic management system;
4. and the call center system dynamically adjusts the predictive outbound concurrency number according to the real-time use amount of the trunk line.
The real-time use condition of the trunk line can be obtained according to the above steps, and an effect diagram of the method for dynamically utilizing the trunk line resource by using the traffic management system of the invention as shown in fig. 2 is obtained.
According to the method and the device, the outbound concurrency number is reduced when the relay line is busy, and the outbound concurrency number is increased when the relay line is idle, so that the relay line can be effectively and dynamically utilized, and the utilization rate of the relay line is increased.
To better illustrate the beneficial effects of the present invention, the present application provides the real-time use condition of the trunk without using the present technical solution, as shown in fig. 3, the present invention uses the traffic management system to dynamically utilize the effect of the method of the trunk resource.
As is apparent from the comparison between fig. 2 and fig. 3, when the peak flow rate is 300 without using the method, based on the double-center trunk line disaster consideration, the number of the concurrent trunks of 300 × 2=600 is required in total, so that the relevant services of the whole call center can be borne under the condition that a single center is broken down.
According to the invention, since the peak concurrency number is reduced from 300 to 210, the method can be used for meeting the dual-center trunk line disaster recovery only by using 210 multiplied by 2=420 concurrent trunk lines.
And the average utilization rate was improved from the previous 200/600=33.3% to 200/420= 47.6%.
Therefore, the method can achieve the following beneficial effects:
1. the requirement on the total number of the relay lines is reduced;
2. the utilization rate of the relay line is improved;
3. as is obvious from comparison between fig. 2 and fig. 3, the fluctuating influence of the manual seat operation time and the customer incoming line time preference on the actual use condition of the trunk line can be offset, so that the actual use condition of the trunk line is smoother.
Claims (5)
1. A method for dynamically utilizing trunk resources using a traffic management system, comprising:
A. the telephone traffic management system of each machine room acquires all telephone channels of the machine room in real time, so that the real-time use amount of the relay line of each machine room is obtained;
B. subtracting the real-time use amount of the relay lines of each machine room according to the total access amount of the relay lines of each machine room, thereby obtaining the number of the currently vacant relay lines of each machine room;
C. synchronizing data to the telephone traffic management systems of all the machine rooms according to the service conditions of the relay lines of the telephone traffic management systems of different machine rooms, so that the telephone traffic management systems of all the machine rooms can obtain the real-time use amount and the number of the spare relay lines;
D. and the call center system dynamically utilizes the trunk lines according to the service conditions of the current trunk lines of all the machine rooms.
2. The method of claim 1, wherein step a comprises:
A1. at the beginning of the start of the telephone traffic management system, the real-time occupation amount of the trunk line is set to be 0;
A2. on the basis that the real-time occupation amount of the relay line is 0, adding 1 to the real-time occupation amount of the relay line every time a telephone channel is connected through a telephone traffic management system; when a call circuit is monitored to be disconnected, the real-time occupation amount of the trunk circuit is reduced by 1; thus, the real-time use amount of the relay line of each machine room is obtained.
3. The method of claim 1, wherein step B comprises:
B1. the telephone traffic management system of each machine room respectively carries out initialization configuration on the actual access concurrency number of the relay line of each machine room;
B2. and D, the actual access concurrent number of the relay line of each machine room correspondingly subtracts the real-time usage amount of the relay line of each machine room obtained in the step A2, namely, the number of the currently vacant relay lines of each machine room is obtained.
4. The method of claim 2, wherein step C comprises:
C1. when the real-time use amount of a trunk line managed by a telephone traffic management system of a certain machine room is increased or reduced, synchronizing the real-time condition of the trunk line to the telephone traffic management systems of all the machine rooms;
C2. the telephone traffic management system of any computer room can acquire the real-time usage amount of all the trunk lines and the number of the spare trunk lines.
5. The method of claim 4, wherein step D comprises:
D1. the call center system can obtain the real-time use amount of all the trunk lines and the spare trunk lines through the telephone traffic management system of any machine room;
D2. according to the upper limit of line occupation configured by the call center system, the known total concurrent number and the obtained real-time usage amount of the relay line, the total concurrent number is multiplied by the upper limit of line occupation-real-time usage amount so as to obtain a prediction type outbound number which is suggested to be adjusted, and the call center system adjusts the prediction type outbound concurrent number so as to dynamically utilize the relay line.
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Application publication date: 20201113 |