JP2014068194A - Call center device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center device which can process a call so that other tenant is not affected, even if the processing load on one tenant increases.SOLUTION: A call center device includes a plurality of tenants each including at least one operator terminal, a call distribution unit for distributing an incoming call to a free operator terminal belonging to one tenant specified by the destination information of the incoming call, out of the plurality of tenants, and a communication unit for repeating an audio signal by setting a speech channel between the free operator terminal and the original terminal of the incoming call. The communication unit adjusts communication rate of the audio signal so that the current processing load value does not exceed a load threshold at least for the call connection processing of the one tenant.

Description

  The present invention relates to a call center device.

  In recent years, in a call center business, a so-called multi-tenant operation mode in which a plurality of tenants share one call center device is becoming widespread. According to the multi-tenant method, it is not necessary for each company to provide a call center device independently, which has the advantage that installation costs and operation costs can be reduced. For example, Patent Document 1 discloses a technique in which one call center system collectively manages a plurality of tenants and transfers an incoming call from a customer to an operator terminal of a company corresponding to one of the tenants.

JP 2002-27126 A

  In the technique of Patent Document 1, when there are more incoming calls than expected for a certain tenant and the processing load of the call center device increases so as to cause a processing delay, there are few incoming calls for other tenants. Even in this case, there is a problem that processing delay occurs even for an incoming call to the other tenant.

  The present invention has been made in view of the above-described problems, and in a multi-tenant call center business mode, when the processing load on one tenant increases, other tenants are not affected. It is an object of the present invention to provide a call center device that can perform call processing.

  The call center device according to the present invention provides a plurality of tenants each including at least one operator terminal, and one of the plurality of tenants and one of the operator terminals belonging to one tenant designated by destination information of an incoming call. A call center apparatus comprising: a call distribution unit that distributes a call; and a communication unit that sets a communication path between the one operator terminal and a source terminal of the incoming call and relays an audio signal. The unit adjusts the communication rate of the audio signal so that a current processing load amount for at least call connection processing related to the one tenant does not exceed at least one load threshold value.

  According to the call center device of the present invention, even when the processing load on one tenant increases, call processing can be performed so as not to affect other tenants.

It is a block diagram which shows the structure of the call center apparatus which is the 1st Example of this invention. It is a figure which shows an example of the threshold value table contained in the database of FIG. It is a figure which shows an example of the priority table contained in the database of FIG. It is a figure which shows an example of the statistics table contained in the database of FIG. It is a flowchart which shows the call control processing routine by the call server of FIG. It is a flowchart which shows the data processing routine by the call server of FIG. It is a block diagram which shows the structure of the call center apparatus which is the 2nd Example of this invention. It is a figure which shows an example of the threshold value table contained in the database of FIG. It is a figure which shows an example of the priority table contained in the database of FIG. It is a figure which shows an example of the statistical table contained in the database of FIG. It is a flowchart which shows the call control processing routine by the virtual server of FIG. It is a flowchart which shows the data processing routine by the call server of FIG.

  Hereinafter, embodiments according to the present invention will be described in detail with reference to the accompanying drawings.

<First embodiment>
In FIG. 1, the configuration of the call center device 100 of this embodiment is shown together with the IP network 210, the public network 220, the call terminal 300, and the management terminal 400.

  The call center device 100 performs various processes related to call center operations.

  The IP network gateway server 111 relays call control procedure data and call data such as an incoming call received via the IP network 210 via the network 120. The public network gateway server 112 relays call control procedure data and call data such as an incoming call received via the public network 220 via the network 120. The network 120 is, for example, a LAN (Local Area Network).

  The call server 130 performs processing such as automatic response to incoming calls and transfer of incoming calls.

  The communication unit 131 communicates with the call terminal 300 and the operator terminals 151-1 to 151-N. For example, communication such as reception of a call connection request signal from the call terminal 300 and transmission of automatic response data to the call terminal 300 is performed. In addition, the communication unit 131 sets a communication path between the operator terminal that is a destination of the incoming call by the call distribution unit 132, which will be described later, and the call terminal 300, and relays voice data through the communication path.

  The communication unit 131 sets a communication rate according to the type of call mode set and notified by a load control unit (hereinafter also referred to as a mode setting unit) 135 described later. The types of call modes are a normal mode and a load reduction mode. When receiving the normal mode notification, the communication unit 131 performs voice data relaying at a normal rate. When receiving the load reduction mode notification, the communication unit 131 performs voice data relay at a low communication rate that is lower than the normal rate.

  The call distribution unit 132 performs distribution processing of the incoming call according to destination information included in the incoming call that has arrived via the network 120. The call distribution unit 132 distributes an incoming call to one of the available terminals among the operator terminals 151-1 to 151-N belonging to one tenant designated by the destination information from among the tenants 150-1 to 150-N. First. The destination information is, for example, a destination telephone number. The call distribution unit 132 distributes incoming calls after waiting for a distribution permission notification from the load control unit 135.

  The automatic response unit 133 performs an automatic response by voice to the incoming call. For example, when the automatic response unit 133 receives a notification from the load control unit 135 that the call connection cannot be made (hereinafter referred to as a call connection failure notification), “Please wait for a while. And so on.

  The data processing unit 134 performs data processing in response to a data processing request that has arrived via the network 120. Data processing is issued from the management terminal 400. The data processing is, for example, statistical processing such as counting the number of incoming calls for each tenant or the entire call server within a certain period, and calculating the current load amount for each tenant or the entire call server at the time of receiving the data processing request. It is.

  The data processing unit 134 performs data processing in the data processing mode set and notified by the load control unit 135. The types of data processing modes include a normal mode and a load reduction mode. When the normal mode notification is received, the data processing unit 134 performs data processing for each data processing request. When receiving the load reduction mode notification, for example, the data processing unit 134 does not perform the data processing indicated by the data processing request for at least a predetermined time, that is, thins out the data processing. Further, when receiving the load reduction mode notification, the data processing unit 134 can also perform low-load data processing such as data processing at a speed lower than the normal processing speed.

  The load control unit 135, when there is an incoming call, an actual load amount (point) obtained by actually measuring the current processing load amount for a tenant corresponding to the incoming call (hereinafter referred to as an incoming tenant), The ratio (percentage (%)) to the tenant load upper limit amount is calculated as the tenant load value of the incoming tenant, and the tenant load value of the incoming tenant exceeds a predetermined threshold for each tenant (hereinafter referred to as a load threshold). It is determined whether or not. The load control unit 135 sets one tenant corresponding to destination information (for example, a tenant ID such as a destination telephone number) of an incoming call as an incoming tenant. Tenant load values include, for example, those related to the CPU, those related to the memory, and those related to the disk. Various processes relating to each process executed by the communication unit 131, the call distribution unit 132, the automatic response unit 133, and the load control unit 135 included in the call server 130 and other processes related to the call server 130 are shown in the CPU (not shown) Is performed by reading and executing various processing programs stored in a memory (not shown) such as a hard disk or RAM. The load control unit 135 monitors the processing load of the CPU and the access load to the hard disk and the memory at the time of execution, and obtains the tenant load value of the incoming tenant. The load control unit 135 makes an under determination when any of the tenant load values does not exceed the load threshold, and determines an over determination when the tenant load value of at least one of these exceeds the load threshold. And The load threshold value may be a threshold value that is different for each tenant.

  Similarly, the load control unit 135 calculates the actual load amount (point) obtained by actually measuring the current processing load amount for the tenant corresponding to the data processing request (hereinafter referred to as the target tenant) on the tenant load. A ratio (percentage (%)) to the limited amount is calculated as a tenant load value of the target tenant, and it is determined whether or not the tenant load value of the target tenant exceeds the load threshold.

  In addition, the load control unit 135 determines the ratio (percentage (%)) of the actually measured load amount (points) obtained by actually measuring the current processing load amount for the entire call server 130 to the load upper limit amount (points) of the entire call server 130. %)) Is calculated as the load value of the entire call server, and it can also be determined whether or not the load value of the entire call server has reached a predetermined total load upper limit value. If the load value of the entire call server has not reached the full load upper limit value, an under determination is made, and if it has reached the full load upper limit value, an over determination is made. In addition, when the load control unit 135 determines that the tenant load value and / or the load value of the entire call server is over, it further determines whether or not the call connection is possible by reducing the communication rate of the audio signal. judge. The load control unit 135 determines that call connection is possible when the value obtained by subtracting the assumed load decrease amount from the current processing load amount for the incoming tenant is smaller than the load threshold. The assumed load reduction amount is an assumed value of the load reduction amount when an audio signal is relayed at a low communication rate.

  The load control unit 135 notifies the communication unit 131 of the call mode according to these determination results. In addition, the load control unit 135 sends a distribution permission notification to the call distribution unit 132 according to these determination results. Further, the load control unit 135 notifies the automatic response unit 133 of a call connection failure notification according to these determination results. Further, the load control unit 135 determines whether the data processing command in the load reduction mode using thinning of data processing, the data processing command in the load reduction mode using low-speed data processing, or the data in the normal mode according to these determination results. The processing command is notified to the data processing unit 134. Details of these processes will be described later (FIG. 5).

  The database 140 holds a data table for call control processing. Details of the data table will be described later (FIGS. 2, 3, and 4).

  Operator terminals 151-1 to 151-M (M is an integer of 2 or more) belong to each of the tenants 150-1 to 150-N (N is an integer of 2 or more). Note that operator terminals are not shown for the tenants 150-2 to 150-N. A tenant is a physical or virtual unit that uses the call server 130. Each tenant corresponds to, for example, one company or one department.

  Each of the operator terminals 151-1 to 151-M is a telephone terminal used for dealing with a customer by an operator. The communication unit 152 performs communication between the call server 130 and the call terminal 300. The display unit 153 performs screen display based on display data that has arrived via the network 120.

  The IP network 210 is, for example, the Internet. The public network 220 is a public telephone network for voice signal communication.

  The call terminal 300 is a terminal having a telephone function such as a fixed telephone or a portable telephone that is used when a customer makes a call to a call center. The communication unit 310 communicates various signals and voice signals for establishing a call connection via the IP network 210 or the public network 220.

  The management terminal 400 is a terminal having a communication function such as a personal computer that is used by the administrator of the call center device 100 to communicate with the call center device 100 via the network 120.

  The communication unit 410 communicates with the call center device 100 via the network 120. For example, when a statistical information request is input to the input unit 420 by the administrator, the communication unit 410 transmits a statistical information request signal to the call center device 100. In addition, the communication unit 410 receives statistical data from the call center device 100 in response to the request.

  The input unit 420 receives various inputs such as a statistical information request from an administrator. The input unit 420 is a keyboard, for example.

  The display unit 430 is a display that performs screen display. The display unit 430 can perform screen display based on the data received by the communication unit 410. The screen display is, for example, a numerical value or graph representing a statistical value indicated by statistical data.

  FIG. 2 shows an example of the threshold value table 141 included in the database 140. The threshold table 141 is used when the load control unit 135 determines a call mode and determines whether or not a call connection is possible. The threshold value table 141 includes a threshold value table 141a related to CPU operation, a threshold value table 141b related to memory operation, and a threshold value table 141c related to disk operation.

  The “tenant ID” is a unique identifier corresponding to each of the tenants 150-1 to 150-N. The tenant ID may be a telephone number, for example. The “small threshold” and the “large threshold” are load thresholds used for load reduction determination by the load control unit 135. The large threshold value is set to a larger value than the small threshold value. “Small threshold” and “Large threshold” in the threshold table 141a indicate the allowable processing load amount for each tenant with respect to the maximum processing capacity of the CPU. “Small threshold” and “Large threshold” in the threshold table 141b indicate the allowable processing load amount for each tenant with respect to the maximum processing capacity of memory access. The “small threshold” and “large threshold” in the threshold table 141c indicate the allowable processing load amount for each tenant with respect to the maximum processing capacity of disk access. For example, the small threshold value “60%” corresponding to the tenant ID “0001” in the threshold value table 141a indicates the ratio of the allowable processing load amount for the tenant when the CPU maximum processing capacity is 100%.

  The “process at the time of call connection impossibility determination” is a process executed when a call connection impossibility determination is made by the load control unit 135. As the processing, for example, the call distribution unit 132 transfers an incoming call to another call center system (not shown), or the automatic response unit 133 indicates that the call connection to the calling terminal 300 is not possible. A process of notifying may be mentioned.

  FIG. 3 shows an example of the priority table 142 included in the database 140. The priority table 142 is used when determining the type of data processing to be a load reduction target when the load reduction mode is set for data processing by the load control unit 135.

  The “data processing ID” is a unique identifier assigned for each type of data processing. Data processing is, for example, call connection processing, statistical processing, and automatic voice response processing.

  The “unit load amount” is a load amount generated when executing a certain data process, that is, a load amount in a data processing unit. The unit load amount is set similarly for the CPU, the memory, and the disk. For example, since the load amount for D0002 is set to 300 points, the load amount for D0002 is smaller than that for D0001. In this case, the load reduction effect is greater when D0001 is executed in the load reduction mode than when D0002 is executed in the reduction processing mode. An initial value is given for the unit load amount and is updated by the load control unit 135 every time the call control routine (FIG. 5) is executed.

  The “decimable time” is one of indices used to determine whether or not data processing can be performed in the reduced processing mode in response to a data processing request from the management terminal 400. For example, when there is a data processing request for the same type of data processing as the request before the “thinning-out possible time” elapses from the time when one data processing request is received from the management terminal 400, the load control unit 135 Determines that the data processing is not performed for the data processing request, that is, one of the requirements for thinning out the data processing is satisfied. For example, if the data processing ID corresponding to a data processing request is D0001, data processing is executed even if there is a data processing request for the same type of data processing until 2 seconds have passed since the previous thinning-out time do not do.

  “Priority” is another index used to determine whether or not data processing can be performed in the reduction processing mode. For example, data processing that is not appropriate to thin out such as data collection for failure handling is set to a high priority, and data processing that is less affected by thinning out such as statistical processing to calculate the number of call connection requests for each tenant is prioritized. Is set low. The load control unit 135 determines that one of the requirements for thinning out the data process is satisfied when the priority of the data process is smaller than a predetermined value. For example, the load control unit 135 determines that the data processing is to be thinned out when the priority for the data processing related to the data processing request is smaller than “50” and satisfies the requirement of the “thinning-out time”.

  FIG. 4 shows an example of the statistical table 143 included in the database 140. The statistical table 143 is used to update the “unit load” of the priority table 142.

  The “tenant ID” is a unique identifier corresponding to each of the tenants 150-1 to 150-N. “Process start time” is the execution start time of data processing. “Process ID” is a unique identifier assigned to each type of data processing. Data processing is, for example, call connection processing, statistical processing, and automatic voice response processing. The “actually measured load amount” is an actually measured value of the load amount generated when certain data processing is executed. The actually measured load amount is stored for each of the CPU, the memory, and the disk. For example, when D0001 for the tenant ID “T0001” is started on July 11, 2011 at 15:00:00, the actual load value generated in the CPU by the processing is recorded as 265 points. The statistics table 143 is updated every time the call control routine (FIG. 5) is executed.

  Hereinafter, the call control processing by the load control unit 135 will be described with reference to FIG.

  First, the communication unit 131 accepts a call made from the call terminal 300 (step S101).

  Next, the load control unit 135 determines whether or not the tenant load value obtained by actually measuring the load amount of the tenant (incoming tenant) corresponding to the incoming call exceeds the large threshold (FIG. 2) ( Step S102). At this time, the load control unit 135 determines that the tenant corresponding to the destination information of the incoming call (for example, the tenant ID such as the destination telephone number) is the incoming tenant.

  When it is determined that the tenant load value of the incoming tenant exceeds the large threshold, the load control unit 135 determines whether or not the call connection is possible by reducing the voice call rate (step S103).

  When it is determined that the call connection is possible, the load control unit 135 notifies the call distribution unit 132 of the distribution permission and also notifies the communication unit 131 of the load reduction mode (step S104). The call distribution unit 132 sets one of the free terminals among the operator terminals 151-1 to 151-N belonging to the incoming tenant as an incoming call distribution destination operator. The communication unit 131 sets a call path between the distribution destination operator terminal and the call terminal 300 and relays voice data through the call path at a communication rate lower than the normal rate.

  The load control unit 135 notifies at least one of the call terminal 300, the management terminal 400, and the distribution destination operator terminal that the call connection in the load reduction mode is being performed (step S105).

  If it is determined in step S103 that the call connection cannot be made even by reducing the voice call rate, the load control unit 135 does not notify the call distribution unit 132 of the distribution permission, and notifies the automatic response unit 133. Then, a call connection failure notification is made (step S106). The automatic response unit 133 performs a process when call connection is impossible according to the command. As shown in FIG. 2, the processing includes, for example, transfer of an incoming call to another call center system (not shown), automatic voice response indicating that the call connection to the call terminal 300 is not possible.

  If it is determined in step S102 that the tenant load value of the incoming tenant does not exceed the large threshold value, the load control unit 135 determines whether the tenant load value of the incoming tenant exceeds the small threshold value (FIG. 2). Determination is made (step S107).

  When it is determined that the tenant load value of the incoming tenant exceeds the small threshold value, the load control unit 135 determines whether or not the load value of the entire call server 130 has reached the full load upper limit value (step S108). ).

  If it is determined that the load value of the entire call server 130 has reached the full load upper limit value, the load control unit 135 proceeds to step S103 and performs the same processing.

  When it is determined that the load value of the entire call server 130 has not reached the full load upper limit value, the load control unit 135 sends a distribution permission notification to the call distribution unit 132 and normally transmits to the communication unit 131. Mode notification is performed (step S109). The call distribution unit 132 sets one of the free terminals among the operator terminals 151-1 to 151-N belonging to the incoming tenant as an incoming call distribution destination operator. The communication unit 131 sets a call path between the distribution destination operator terminal and the call terminal 300, and relays voice data through the call path at a normal rate.

  If it is determined in step S107 that the tenant load value of the incoming tenant does not exceed the small threshold value, the load control unit 135 proceeds to step S109 and performs the same processing.

  After step S105, step S106, or step S109, the load control unit 135 updates the statistical table 143 (step S110). For example, the tenant ID of the incoming tenant is T0001, the voice data relay process by the communication unit 131 is started on July 11, 2011 at 15:00:00, and the data ID of the relay process is “D0001”. In this case, the measured load amounts 265, 15, and 32 points for the CPU, the memory, and the disk that are actually measured by the load control unit 135 are stored in the statistical table 143 (FIG. 4).

  Next, the load control unit 135 updates the priority table 142 (FIG. 3) based on the statistical table 143. The load control unit 135 obtains, for each data processing ID, an average value of the actually measured load amounts included in the period from the current time to one hour before, for example, among the actually measured load amounts recorded in the statistical table 143. The obtained load amount is recorded as a unit load amount in the priority table 142 (step S110).

  When the call connection process in the load reduction mode in step S104, the call connection disabling process in step S106, or the call connection process in step S109 is completed, the CPU, memory, The actually measured load amount for each disk is stored in the statistical table 143 (FIG. 4), and the load control unit 135 updates the priority table 142 (FIG. 3) based on the statistical table 143 (not shown).

  Hereinafter, the data response process by the load control unit 135 will be described with reference to FIG.

  First, the communication unit 131 accepts a data processing request issued from the management terminal 300 (step S201).

  Next, the load control unit 135 determines whether or not the tenant load value obtained by actually measuring the load amount of the tenant (target tenant) corresponding to the data processing request exceeds the large threshold value (FIG. 2). (Step S202). At this time, the load control unit 135 determines that the tenant corresponding to the tenant ID included in the data processing request is the target tenant.

  When it is determined that the tenant load value of the target tenant exceeds the large threshold value, the load control unit 135 does not have to execute the data processing indicated by the data processing request, that is, whether to thin out the data processing. Is determined (step S203). For example, when the priority for the tenant ID corresponding to the data processing is “50” or less and two seconds or more have elapsed since the previous thinning-out for the same data processing (FIG. 3), load control The unit 135 determines to thin out the data processing.

  When it is determined that data processing is to be thinned out, the load control unit 135 issues a load reduction mode execution command using thinning to the data processing unit 134 (step S204). The data processing unit 134 thins out and executes the data processing according to the command.

  The load control unit 135 notifies at least one of the call terminal 300, the management terminal 400, and the distribution destination operator terminal that data processing is being performed in the load reduction mode using data processing thinning ( Step S205).

  If it is determined in step S203 that data processing cannot be thinned out, the load control unit 135 notifies the data processing unit 134 of a load reduction mode using low-speed data processing (step S206). In response to the notification, the data processing unit 134 performs data processing in the load reduction mode such as data processing at a lower speed than the processing speed in the normal mode.

  The load control unit 135 notifies at least one of the call terminal 300, the management terminal 400, and the distribution destination operator terminal that data processing is being performed in the load reduction mode using low-speed data processing ( Step S207).

  If it is determined in step S202 that the tenant load value of the target tenant does not exceed the large threshold value, the load control unit 135 determines whether the tenant load value of the target tenant exceeds the small threshold value (FIG. 2). Determination is made (step S208).

  When it is determined that the tenant load value of the target tenant exceeds the small threshold value, the load control unit 135 determines whether or not the load value of the entire call server 130 has reached the full load upper limit value (step S209). ).

  If it is determined that the load value of the entire call server 130 has reached the full load upper limit value, the load control unit 135 proceeds to step S203 and performs the same processing.

  When it is determined that the load value of the entire call server 130 has not reached the full load upper limit value, the load control unit 135 notifies the data processing unit 134 of the normal mode (step S209). The data processing unit 134 performs normal data processing in response to the notification.

  If it is determined in step S208 that the tenant load value of the target tenant does not exceed the small threshold value, the load control unit 135 proceeds to step S210 and performs similar processing.

  After step S205, step S207, or step S210, the load control unit 135 updates the statistical table 143 (step S210). For example, the tenant ID of the incoming tenant is T0001, and data processing such as statistical processing in a load reduction mode using data processing thinning by the data processing unit 134 starts at 15:20:00 on July 11, 2011 When the data ID of the data processing is “D0002”, the measured load amounts 297, 18, and 56 points for the CPU, memory, and disk that are actually measured by the load control unit 135 are stored in the statistical table 143 ( FIG. 4).

  Next, the load control unit 135 updates the priority table 142 (FIG. 3) based on the statistical table 143. The load control unit 135 obtains, for each data processing ID, an average value of the actually measured load amounts included in the period from the current time to one hour before, for example, among the actually measured load amounts recorded in the statistical table 143. The obtained load amount is recorded as a unit load amount in the priority table 142 (step S211).

  When the data processing in the load reduction mode using thinning out of the data processing related to step S204, the data processing in the load reduction mode using low speed data processing related to step S206, or the data processing in the normal mode related to step S210 is completed, the step As in S211, the actual load amounts for the CPU, memory, and disk that are actually measured by the load control unit 135 are stored in the statistical table 143 (FIG. 4). The load control unit 135 determines the priority based on the statistical table 143. Update table 142 (FIG. 3) (not shown).

  As described above, in the call center device according to the present embodiment, when there is an incoming call, the tenant load value obtained by calculating the processing load amount of the CPU or the like for the tenant (incoming tenant) corresponding to the incoming call is obtained. It is determined whether or not a predetermined load threshold is exceeded. First, when the tenant load value of an incoming tenant exceeds a large threshold, the entire call server is not relayed by relaying the voice signal for the incoming call at a low communication rate or by not relaying the voice signal itself. So that the processing load value does not exceed the full load upper limit. With this operation, it is possible to prevent an increase in the load caused by the processing for the incoming tenant from affecting other tenants.

  Secondly, when the tenant load value of the incoming tenant exceeds the small threshold but the load value of the entire call server 130 has not reached the full load upper limit value, voice relay in the normal mode is performed. With this operation, when it is determined whether or not the load can be reduced based on the tenant load value of the incoming tenant, but the processing capacity of the call server 130 is sufficient, high-quality voice is compared with the normal mode, that is, compared with the load reduction mode. Relay processing can be performed.

  In the call center device according to the present embodiment, even when there is a data processing request from the management terminal 300, the tenant obtained by calculating the processing load amount of the CPU or the like for the tenant (target tenant) corresponding to the request. It is determined whether or not the load value exceeds a predetermined load threshold. First, when the tenant load value of the target tenant exceeds the large threshold, the processing load value of the entire call server does not exceed the total load upper limit value by thinning out the data processing or performing it at a low speed To. With this operation, it is possible to prevent an increase in the load amount due to the processing for the target tenant from affecting other tenants.

  Second, when the tenant load value of the target tenant exceeds the small threshold value, but the load value of the entire call server 130 does not reach the full load upper limit value, data processing in the normal mode is performed. With this operation, when it is determined whether or not the load can be reduced based on the tenant load value of the target tenant, but the processing capacity of the call server 130 is sufficient, high-speed data processing is performed in the normal mode, that is, compared to the load reduction mode. Can be performed.

  In addition, since the management terminal 400 and the operator terminal are notified that voice signal relay and data processing are being performed in the load reduction mode, the administrator and the operator can grasp the congestion status of each tenant.

  The above embodiment is an example in the case where the unit load amount in FIG. 3 is updated, but the unit load amount may be a fixed amount. According to this operation, the processing amount of the load control unit 135 can be reduced.

  The above embodiment is an example in which the load control unit 135 makes an over determination when the load value based on the measured load amount for at least one of the CPU, the memory, and the disk exceeds the load threshold. The over determination can be made only when the load values based on the actually measured load amounts of the CPU, the memory, and the disk exceed the respective load threshold values. According to such an operation, it is possible to make a more detailed comparison and determination on the load value based on the current load amount for the incoming tenant.

  In addition, the above-described embodiment is an example in the case where the load value based on the actually measured load amount is compared with the load threshold value for the CPU, the memory, and the disk alone, but is not limited thereto. For example, an under determination and an over determination may be performed by comparing a total value based on the load amounts of the CPU, the memory, and the disk with one load threshold value. According to such an operation, the comparison determination can be performed based on the total processing load amount for the incoming tenant regardless of what causes the increase in the load processing. Moreover, the total value based on the load amount weighted with respect to each load amount can also be calculated | required. According to this operation, it is possible to make a comparison determination based on the total processing load amount for the incoming tenant while considering the increase factor of the load processing.

  In the above embodiment, the communication mode is set according to the comparison result between the load value based on the current processing load amount and the load threshold, and the communication unit 131 adjusts the communication rate of the audio signal according to the communication mode. However, it is not always necessary to go through the procedure of mode setting. In short, the communication unit 131 adjusts the communication rate of the audio signal so that the load value based on the current processing load amount does not exceed the load threshold. Similarly, the data processing unit 134 does not necessarily need to go through the procedure of mode setting. In short, the data processing unit 134 adjusts the data processing amount so that the current processing load value does not exceed the load threshold.

<Second embodiment>
FIG. 7 shows the configuration of the call center device 100 according to the present embodiment, together with the IP network 210, the public network 220, the call terminal 300, and the management terminal 400. In the following, differences from the first embodiment will be mainly described.

  The virtual server 160 is a virtual server that operates on software. Each of the virtual call servers 130-1 to 130-N is a virtual call server that operates on software. A CPU (not shown) included in the call center reads and executes the virtualization software stored in the memory (not shown) to configure these servers.

  The communication unit 131, the call distribution unit 132, the automatic response unit 133, and the data processing unit 134 included in the virtual call server 130-1 perform the same processing as in the first embodiment.

  The load control unit 135 intermittently transmits the current load amount in the virtual call server 130-1 to the resource management unit 136 described later. The current load amount is, for example, a load amount for each of the CPU, the memory, and the disk. Further, the load control unit 135 makes a resource allocation request to the resource management unit 136 in response to the incoming call. Further, the load control unit 135 notifies the communication unit 131, the call distribution unit 132, the automatic response unit 133, and the data processing unit 134 with mode notifications and various kinds of information according to the resource allocation notification from the resource management unit 136. Performs processing such as commands. Details of these processes will be described later (FIGS. 11 and 12).

  Each of virtual call server 130-2 to virtual call server 130-N has the same configuration as virtual call server 130-1. One of the virtual call servers 130-1 to 130-N corresponds to one of the tenants 150-1 to 150-N. That is, the virtual call server 130-1 corresponds to the tenant 150-1, the virtual call server 130-2 corresponds to the tenant 150-2, ..., the virtual call server 130-N corresponds to the tenant 150-N. ing. Each of the virtual call server 130-1 to virtual call server 130-N is associated with a unique virtual call server ID. Further, the virtual call server ID and the tenant ID are associated with each other on a one-to-one basis (FIG. 8). Each of the virtual call server 130-1 to the virtual call server 130-N processes the incoming call from the correspondence between the destination call destination information (for example, the tenant ID such as the destination telephone number) and the virtual call server ID. It is determined whether the call is a power call.

  The resource management unit 136 intermittently receives the current load amount from each of the virtual call servers 130-1 to 130-N. The resource management unit 136 holds these current load amounts for each virtual call server. In addition, the resource management unit 136 calculates the current load amount of the entire virtual server 160 including the virtual call servers 130-1 to 130 -N by summing up the latest current load amount for each of the virtual call servers. The resource management unit 136 performs the following processing in response to a resource allocation request from one of the virtual call servers 130-1 to 130-N. First, the resource management unit 136 calculates the ratio (percentage (%)) of the current load amount (point) of the one virtual call server to the server load upper limit amount as the server load value of the one virtual call server. Then, the server load value is compared with the load threshold value, and notification of availability of resource allocation is notified to the one virtual call server according to the comparison result. Secondly, the resource management unit 136 calculates the ratio (percentage (%)) of the current load amount (points) of the entire virtual server 160 to the total load upper limit amount as the total load value of the virtual server 160, and the total load The value is compared with the total load upper limit value, and notification of availability of resource allocation is notified to the one virtual call server according to the comparison result. The total load upper limit value may be, for example, the maximum value of the processing capacity of the entire virtual server 160 or a value that is smaller than the maximum value, for example, about 70% of the maximum value. Hereinafter, a configuration including the load control unit 135 and the resource management unit 136 is also referred to as a mode setting unit.

  FIG. 8 shows an example of the threshold table 145 included in the database 140. The “virtual call server ID” is a unique identifier corresponding to each of the virtual call servers 130-1 to 130-N. Each virtual call server ID is associated with one of the tenant IDs. For example, the virtual call server ID “V0001” is associated with the tenant ID “T0001”. “Tenant ID”, “Small threshold”, “Large threshold”, and “Process when call connection is impossible” are the same as in FIG. 2 of the first embodiment.

  FIG. 9 is a diagram illustrating an example of the priority table 146 included in the database 140. “Data processing ID”, “unit load amount”, “load reduction processing time”, and “priority” are the same as those in FIG. 3 of the first embodiment.

  FIG. 10 is a diagram illustrating an example of the statistical table 147 included in the database 140. The “virtual call server ID” is a unique identifier corresponding to each of the virtual call servers 130-1 to 130-N. Each virtual call server ID is associated with one of the tenant IDs. For example, the virtual call server ID “V0001” is associated with the tenant ID “T0001”. “Tenant ID”, “processing start time”, “data processing ID”, and “actually measured load” are the same as those in FIG. 4 of the first embodiment.

  Hereinafter, the call control process performed by the resource management unit 136 and the load control unit 135 of the virtual call server 130-1 will be described with reference to FIG.

  Each of the virtual call servers 130-1 to 130-N intermittently transmits the current load amount to the resource management unit 136 (step S300). The current load amount is periodically transmitted, for example, every 3 seconds. The resource management unit 136 holds the latest current load amount as a server load amount for each virtual call server. The virtual call servers 130-2 to 130-N are not shown.

  First, the load control unit 135 of the virtual call server 130-1 issues a resource allocation request to the resource management unit 136 when the communication unit 131 receives an incoming call destined for the tenant 150-1 corresponding to itself. This is performed (step S301).

  Next, the resource management unit 136 determines whether or not the server load value of the virtual call server 130-1 exceeds the large threshold value (FIG. 8) (step S302).

  When it is determined that the server load value of the virtual call server 130-1 exceeds the large threshold value, the load control unit 135 causes the resource management unit 136 to reply to the virtual call server 130-1 that the resource cannot be allocated. This is performed (step S302).

  In response to the answer, the load control unit 135 of the virtual call server 130-1 determines whether the call connection is possible by reducing the voice call rate (step S303).

  When it is determined that the call connection is possible, the load control unit 135 notifies the call distribution unit 132 of the distribution permission and also notifies the communication unit 131 of the load reduction mode (step S304). The call distribution unit 132 sets one of the free terminals among the operator terminals 151-1 to 151-N belonging to the tenant 150-1 as an incoming call distribution destination operator. The communication unit 131 sets a call path between the distribution destination operator terminal and the call terminal 300 and relays voice data through the call path at a communication rate lower than the normal rate.

  The load control unit 135 notifies at least one of the call terminal 300, the management terminal 400, and the distribution destination operator terminal that the call connection in the load reduction mode is being performed (step S305).

  If it is determined in step S303 that the call cannot be connected even by reducing the voice call rate, the load control unit 135 does not notify the call distribution unit 132 of the distribution permission, and notifies the automatic response unit 133. Then, a call connection failure notification is made (step S306). The automatic response unit 133 performs a process when call connection is impossible according to the command. As shown in FIG. 8, the processing includes, for example, transfer of an incoming call to another call center system (not shown), automatic voice response indicating that the call connection to the call terminal 300 is not possible.

  If it is determined in step S302 that the server load value of the virtual call server 130-1 does not exceed the large threshold value, the resource management unit 136 determines that the server load value of the virtual call server 130-1 is the small threshold value (FIG. 8). ) Is exceeded (step S307).

  If it is determined that the server load value of the virtual call server 130-1 exceeds the small threshold, the resource management unit 136 determines whether the load value of the entire virtual server 160 has reached the full load upper limit value. (Step S308).

  If it is determined that the total load value of the virtual server 160 has reached the total load upper limit value, the resource management unit 136 makes a resource allocation impossible response to the virtual call server 130-1 (step S308). Thereafter, the process proceeds to step S303 and the same processing is performed.

  If it is determined that the total load value of the virtual server 160 has not reached the total load upper limit value, the resource management unit 136 makes a resource allocatable response to the virtual call server 130-1 (step S308).

  In response to the answer, the load control unit 135 notifies the call distribution unit 132 of a distribution permission and also notifies the communication unit 131 of a normal mode (step S309). The call distribution unit 132 sets one of the free terminals among the operator terminals 151-1 to 151-N belonging to the tenant 150-1 as an incoming call distribution destination operator. The communication unit 131 sets a call path between the distribution destination operator terminal and the call terminal 300, and relays voice data through the call path at a normal rate.

  If it is determined in step S307 that the server load value of the virtual call server 130-1 does not exceed the small threshold value, the resource management unit 136 makes a resource allocation possible response to the virtual call server 130-1. Thereafter, the process proceeds to step S309 and the same processing is performed.

  After step S305, step S306, or step S309, the load control unit 135 updates the statistical table 147 (step S310). For example, the tenant ID of the tenant 150-1 is T0001, and the voice data relay process by the communication unit 131 is started on July 11, 2011 at 15:00:00, and the data ID of the relay process is “D0001”. In this case, the actual load amounts 500, 40, and 80 points for the CPU, memory, and disk that are actually measured by the load control unit 135 are stored in the statistical table 147 (FIG. 10).

  Next, the load control unit 135 updates the priority table 146 (FIG. 9) based on the statistical table 147. The load control unit 135 obtains, for each data processing ID, an average value of actually measured load amounts included in the period from the current time to one hour before the actual load amount recorded in the statistical table 147, for example. The obtained load amount is recorded as a unit load amount in the priority table 146 (step S310).

  When the call connection process in the load reduction mode in step S304, the call connection disabling process in step S306, or the call connection process in step S309 is completed, the CPU, memory, The actual load amount for each disk is stored in the statistical table 147 (FIG. 10), and the load control unit 135 updates the priority table 146 (FIG. 9) based on the statistical table 143 (not shown).

  Hereinafter, the data response processing by the resource management unit 136 and the load control unit 135 of the virtual call server 130-1 will be described with reference to FIG.

  Each of the virtual call servers 130-1 to 130-N intermittently transmits the current load amount to the resource management unit 136 (step S400). The current load amount is periodically transmitted, for example, every 3 seconds. The resource management unit 136 holds the latest current load amount as a server load amount for each virtual call server. The virtual call servers 130-2 to 130-N are not shown.

  First, the load control unit 135 of the virtual call server 130-1 requests a resource allocation request to the resource management unit 136 when the communication unit 131 receives a data processing request destined for the tenant 150-1 corresponding to itself. Is performed (step S401).

  Next, the resource management unit 136 determines whether or not the server load value of the virtual call server 130-1 exceeds the large threshold value (FIG. 8) (step S402).

  When it is determined that the server load value of the virtual call server 130-1 exceeds the large threshold value, the load control unit 135 causes the resource management unit 136 to reply to the virtual call server 130-1 that the resource cannot be allocated. This is performed (step S402).

  In response to the answer, the load control unit 135 of the virtual call server 130-1 determines whether or not to perform the data processing indicated by the data processing request, that is, whether or not to thin out the data processing (step S403). ). For example, when the priority for the tenant ID corresponding to the data processing is “50” or less and two seconds or more have elapsed since the previous thinning-out for the same data processing (FIG. 3), load control The unit 135 determines to thin out the data processing.

  When it is determined that data processing is to be thinned out, the load control unit 135 issues a load reduction mode execution command using thinning to the data processing unit 134 (step S404). The data processing unit 134 thins out and executes the data processing according to the command.

  The load control unit 135 notifies at least one of the call terminal 300, the management terminal 400, and the distribution destination operator terminal that data processing in the load reduction mode is being performed (step S405).

  If it is determined in step S403 that data processing cannot be thinned out, the load control unit 135 notifies the data processing unit 134 of a load reduction mode using low-speed data processing (step S406). In response to the notification, the data processing unit 134 performs data processing in the load reduction mode such as data processing at a lower speed than the processing speed in the normal mode.

  The load control unit 135 notifies at least one of the call terminal 300, the management terminal 400, and the distribution destination operator terminal that data processing is being performed in the load reduction mode using low-speed data processing ( Step S407).

  If it is determined in step S402 that the server load value of the virtual call server 130-1 does not exceed the large threshold value, the resource management unit 136 determines that the server load value of the virtual call server 130-1 is a small threshold value (FIG. 8). ) Is determined (step S408).

  If it is determined that the server load value of the virtual call server 130-1 exceeds the small threshold, the resource management unit 136 determines whether the load value of the entire virtual server 160 has reached the full load upper limit value. (Step S409).

  If it is determined that the total load value of the virtual server 160 has reached the total load upper limit value, the resource management unit 136 makes a resource allocation impossible response to the virtual call server 130-1 (step S409). Thereafter, the process proceeds to step S403 and the same processing is performed.

  If it is determined that the total load value of the virtual server 160 has not reached the total load upper limit value, the resource management unit 136 makes a resource allocatable response to the virtual call server 130-1 (step S409).

  In response to the answer, the load control unit 135 sends a normal mode notification to the data processing unit 134 (step S410). The data processing unit 134 performs normal data processing in response to the notification.

  If it is determined in step S408 that the server load value of the virtual call server 130-1 does not exceed the small threshold value, the load control unit 135 proceeds to step S409 and performs the same processing.

  After step S404, step S406, or step S410, the load control unit 135 updates the statistical table 147 (step S410). For example, the tenant ID of the tenant 150-1 is T0001, and the data processing such as the statistical processing in the load reduction mode using the data processing thinning by the data processing unit 134 is July 11, 2011, 15:20:00 When the data ID of the data processing is “D0002”, the measured load amounts 400, 50, and 20 points for the CPU, memory, and disk measured by the load control unit 135 are stored in the statistical table 147. (FIG. 10).

  Next, the load control unit 135 updates the priority table 146 (FIG. 9) based on the statistical table 147. The load control unit 135 obtains, for each data processing ID, an average value of actually measured load amounts included in the period from the current time to one hour before the actual load amount recorded in the statistical table 147, for example. The obtained load amount is recorded as a unit load amount in the priority table 146 (step S411).

  When the data processing in the load reduction mode using the thinning of the data processing related to step S404, the data processing in the load reduction mode using the low speed data processing related to step S406, or the data processing in the normal mode related to step S410 is completed, the step Similar to S411, the actually measured load amount for each of the CPU, memory, and disk measured by the load control unit 135 is stored in the statistical table 147 (FIG. 10), and the load control unit 135 determines the priority based on the statistical table 143. Update table 146 (FIG. 9) (not shown).

  As described above, in the call center device according to the present embodiment, a plurality of virtual call servers that operate on software are configured in one call center device 100, and these correspond to a plurality of tenants on a one-to-one basis. Then, when there is an incoming call, it is determined whether or not the processing load value (server load value) for the virtual call server (incoming call server) corresponding to the incoming call exceeds a predetermined load threshold. First, when the server load value of the virtual call server exceeds a large threshold value, the voice signal for the incoming call is not relayed at a low communication rate, or the voice signal is not relayed itself. The entire processing load value of 160 is prevented from exceeding the total load upper limit value. With this operation, it is possible to prevent an increase in the load caused by processing of the incoming call server from affecting other virtual call servers.

  Second, when the server load amount of the incoming call server exceeds the small threshold value, but the load value (total load value) of the entire virtual server 160 has not reached the full load upper limit value, the voice relay in the normal mode is performed. Do. With this operation, while it is determined whether or not the load can be reduced based on the server load amount of the incoming call server, when the processing capacity of the virtual server 160 is sufficient, the quality is higher than that in the normal mode, that is, compared to the load reduction mode. Voice relay processing can be performed.

  In the call center device according to the present embodiment, even when a data processing request is received from the management terminal 300, the processing load value (server load value) for the call server (target call server) corresponding to the request is a predetermined load. It is determined whether or not the threshold value is exceeded. First, when the server load value of the target call server exceeds the large threshold, the processing load value of the entire virtual server 160 is reduced by performing the data processing at a low speed or by not performing the data processing itself. Do not exceed the upper load limit. With this operation, it is possible to prevent an increase in the amount of load caused by processing on the target call server from affecting other tenants.

  Second, when the server load value of the target call server exceeds the small threshold value, but the load value (total load value) of the entire virtual server 160 has not reached the full load upper limit value, data processing in the normal mode is performed. Do. With this operation, when it is determined whether or not the load can be reduced based on the server load value of the target call server, when there is a margin in the processing capacity of the virtual server 160, high-speed data is compared with the normal mode, that is, compared with the load reduction mode. Processing can be performed.

  In addition, since the management terminal 400 and the operator terminal are notified that voice signal relay and data processing are being performed in the load reduction mode, the administrator and the operator can grasp the congestion status of each call server.

DESCRIPTION OF SYMBOLS 100 Call center apparatus 111 IP network gateway server 112 Public network gateway server 120 Network 130 Call server 130-1-130-N Virtual call server 131 Communication part 132 Call distribution part 133 Automatic response part 134 Data processing part 135 Load control part 136 Resource management Unit 140 Database 150-1 to 150-N Tenant 151-1 to 151-M Operator terminal 152 Communication unit 153 Display unit 160 Virtual server 210 IP network 220 Public network 300 Call terminal 310 Communication unit 400 Management terminal 410 Communication unit 420 Input unit 430 display

Claims (15)

A plurality of tenants each including at least one operator terminal; and a call distribution unit that distributes the incoming call to one of the operator terminals belonging to one tenant designated by destination information of the incoming call from the plurality of tenants. A call center device including a communication unit that sets a communication path between the one operator terminal and the caller terminal of the incoming call and relays a voice signal,
The call center device, wherein the communication unit adjusts a communication rate of the voice signal so that a current processing load value for at least call connection processing related to the one tenant does not exceed at least one load threshold.   The call center device according to claim 1, further comprising a mode setting unit that sets a communication mode according to a comparison result between the current processing load value and the load threshold. The communication mode includes a normal mode and a load reduction mode,
The call center apparatus according to claim 1, wherein the communication unit relays the voice signal at a lower communication rate than when the normal mode is set when the load reduction mode is set.   The mode setting unit sets the normal mode when the current processing load value is smaller than the load threshold, and sets the load reduction mode when the current processing load value is larger than the load threshold. The call center device according to claim 3.   Even if the current processing load value is larger than the load threshold value, the mode setting unit may be configured when the total current processing load value for at least call connection processing for all of the plurality of tenants is smaller than the upper limit value. The call center device according to claim 3, wherein the normal mode is set. A data processing unit that performs data processing in response to a data processing request related to call processing;
The call center apparatus according to claim 1, wherein the data processing unit increases or decreases a load amount of the data processing according to the communication mode. The communication mode consists of a normal mode and a load reduction mode,
The call center device according to claim 6, wherein the data processing unit performs the data processing with a lower load than when the normal mode is set when the load reduction mode is set.   The mode setting unit sets the normal mode when the current processing load value is smaller than the load threshold, and sets the load reduction mode when the current processing load amount is larger than the load threshold. The call center device according to claim 7.   Even if the current processing load value is larger than the load threshold value, the mode setting unit may be configured when the total current processing load value for at least call connection processing for all of the plurality of tenants is smaller than an upper limit value. 8. The call center device according to claim 7, wherein a normal mode is set. The mode setting unit includes a thinning determination unit that determines whether the data processing can be thinned out according to the type of data processing indicated by the data processing request.
The call center device according to claim 6, wherein the data processing unit determines whether or not to execute the data processing according to a result of the determination.   11. The call center device according to claim 10, wherein the data processing unit performs data processing by thinning out in accordance with the determination that thinning is possible by the thinning determination unit.   When the data processing unit further receives a data processing request for data processing of the same type as the data processing from when the thinning determination unit determines that thinning is possible until a predetermined time elapses, the data processing unit The call center device according to claim 11, wherein the call center device is not performed.   The mode setting unit further includes notification means for notifying the caller terminal to that effect when it is determined that a call connection cannot be made based on the current processing load value. Call center equipment.   4. The call center apparatus according to claim 3, wherein the mode setting unit includes a notification unit that notifies that the voice signal is being relayed in the load reduction mode.   The call center device according to claim 1, wherein the call distribution unit and the communication unit are components of a virtual call server that operates on software.

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