WO2015139377A1

WO2015139377A1 - Cloud call center audio recording method and system, and core scheduling device and storage medium

Info

Publication number: WO2015139377A1
Application number: PCT/CN2014/080014
Authority: WO
Inventors: 游波
Original assignee: 中兴通讯股份有限公司
Priority date: 2014-03-20
Filing date: 2014-06-16
Publication date: 2015-09-24
Also published as: CN104935760A

Abstract

The present invention provides a cloud call center audio recording method and system, and core scheduling device and storage medium. The system comprises: a core scheduling device, configured to increase or decrease in a system, according to the load volume and operating state of each device in the system, the number of devices related to audio recording; an automatic call distribution device, configured to assign, according to the load volume and operating state of recording media devices, an audio recording task to each of said audio recording media devices; an audio recording media device, configured to record call audio according to an audio recording task. The present invention employs the means of a cloud call center and uses a cloud resource pool to provide computing resources and storage resources; furthermore, deployment of computing resources and storage resources is decided according to call volume. By means of the present invention, a plurality of resources having the same function process data in parallel, improving the reliability of the cloud call center.

Description

Cloud call center recording method, system and core scheduling device, storage medium

The present invention relates to the field of communications technologies, and in particular, to a cloud call center recording method, system, core scheduling device, and storage medium.

Background technique

The Call Center System (CC, CALL Center) is a customer service system built using telecom call center technology. The user dials the unified access number of the call center through the telephone terminal device, and the interactive voice response (IVR) device of the call center provides the voice navigation service to the user through the voice mode. According to the menu sound prompt of the voice, the user selects the service content that he needs by pressing the button. If the autoplay voice service does not meet the user's needs, the voice navigation service can provide buttons to switch to manual mode. When the user switches to the manual mode, the system queues according to the service type required by the user, finds a free agent station with corresponding skills, and imports the user's voice channel into the agent station, so that the agent station provides services for the user. During the service, the system records the call to assess the quality of service or for other purposes.

With the rapid development of contemporary call centers, large call centers and giant call centers have emerged, but current large and giant call centers follow the traditional call center recording scheme, as shown in the traditional call center recording system shown in FIG. The Automatic Call Dispatch (ACD) server is configured to assign recording tasks to the recording media server and to specify the storage location of the recording files in the online recording storage server. The recording media server is configured to record calls. The online recording storage server is configured to store recording files. The offline recording server is configured to back up the recording files in the online recording storage server. However, the recording media server adopts a hardware single board structure, and the online recording storage server and the offline recording storage server adopt centralized storage devices. This single recording media server, online recording storage server and offline recording storage server, once a server fails, the entire system recording will be interrupted. Therefore, the reliability of the existing call center recording system is poor. Summary of the invention

The embodiment of the invention provides a cloud call center recording method, a system, a core scheduling device and a storage medium, which are used to solve the problem that the prior art call center uses the traditional large-scale call center recording scheme, resulting in poor system reliability.

The embodiments of the present invention are implemented by the following technical solutions.

The embodiment of the present invention provides a cloud call center recording system, including: a core scheduling device, an automatic call distribution device, and a recording media device; and a core scheduling device configured to increase or decrease according to the load quantity and running state of each device in the system. a device related to recording in the system; an automatic call distribution device configured to allocate a recording task to each of the recording media devices according to the load quantity and running status of the recording media device; the recording media device configured to call according to the recording task Recording.

The system further includes: an online recording storage device and an offline recording media device; and an online recording storage device configured to save a recording file recorded by the corresponding recording media device; wherein the automatic call distribution device is allocated for each The recording media device of the recording task specifies an online recording storage device; the offline recording storage device is configured to back up part or all of the online recording storage device when the storage space utilization of the online recording storage device is greater than a preset storage space threshold Recording files.

The core scheduling device includes: a collection and judgment module configured to collect the load quantity and the running status of each device in the system, and determine whether the device related to the recording needs to be added or decreased in the system; the resource pool interface is configured according to the Collecting and judging the judgment result of the module, increasing or decreasing the device related to the recording from the cloud resource pool; and connecting the update module, configured to update the communication connection between the devices in the system after the device is increased or decreased.

The automatic call distribution device includes: a first load module configured to collect the number of loads processed by the associated automatic call distribution device, and report the load to the core scheduling device.

The recording media device includes: a second load module configured to collect the recording medium The amount of load processed by the device and reported to the core scheduling device.

The online recording storage device includes: a disk space module configured to monitor a storage space usage rate, and report the report to the core scheduling device and report to the offline recording storage device when the usage rate is greater than a preset storage space threshold; The load module is configured to collect the load processed by the online recording storage device and report it to the core scheduling device.

The offline recording media device includes: a policy control module, configured to generate a recording backup set according to the report of the online recording storage device, and control the online recording storage device to back up and clear the recording file; The recording backup set includes a storage path of the recording file.

The embodiment of the present invention further provides a cloud call center recording method, including: increasing or decreasing a device related to recording according to the load quantity and running status of each device; and the automatic call distribution device according to the load quantity and running status of the recording media device , each of the recording media devices is assigned a recording task; the recording media device is configured to record the call according to the recording task.

The method further includes: the online recording storage device saves the recording file recorded by the corresponding recording media device; wherein the automatic call distribution device specifies an online recording storage device for each recording media device to which the recording task has been assigned; When the storage space utilization of the online recording storage device is greater than the preset storage space threshold, the offline recording storage device backs up some or all of the recording files in the online recording storage device.

The device related to the recording is added or decreased according to the load quantity and the running status of each device, including: collecting the load quantity and the running status of each device, and determining whether it is necessary to increase or decrease the device related to the recording; As a result, devices related to recording are added or reduced from the cloud resource pool; after the device is increased or decreased, the communication connection between the devices in the system is updated.

The device related to the recording is increased or decreased according to the load quantity and the running status of each device, including: The automatic call distribution device collects the amount of the load processed by the device and reports it. The device related to the recording is added or decreased according to the load quantity and the running status of each device, including: The recording media device collects the amount of the load processed by the recording media device and reports it.

The online recording storage device saves the recording file recorded by the corresponding recording media device, including: the online recording storage device monitors the storage space usage rate, and when the usage rate is greater than the preset storage space threshold, the information is reported and offline. Recording storage device report; Increase or decrease the recording-related devices according to the load quantity and running status of each device, including: The online recording storage device collects the processed load quantity and reports it.

The offline recording storage device backing up some or all of the recording files in the online recording storage device includes: generating a recording backup set according to the report of the online recording storage device, and controlling the online recording storage device backup and Clearing the recording file; wherein the recording backup set includes a storage path of the recording file.

The embodiment of the present invention further provides a core scheduling device, including: a collection and judgment module, configured to collect the load quantity and the running status of each device in the system, and determine whether the device related to the recording needs to be added or decreased in the system; The pool interface is configured to increase or decrease the device related to the recording from the cloud resource pool according to the judgment result of the collecting and determining module; and connect the update module, configured to update between the devices in the system after the device is increased or decreased Communication connection.

The core scheduling device further includes: an application deployment module configured to store an application version package corresponding to each device in the storage system; wherein the application version package is a collection of application software required to be installed by the device.

The embodiment of the invention further describes a storage medium, wherein the storage medium stores a computer program, and the computer program is configured to execute the aforementioned cloud call center recording method.

The beneficial effects of the embodiments of the present invention are as follows:

In the embodiment of the present invention, the cloud resource pool is used to provide computing resources and storage resources, and the deployment of computing resources and storage resources is determined according to the load status and running status of each device (resource). Processing data in parallel between multiple resources of the same function, The reliability of the cloud call center is high.

DRAWINGS

Figure 1 is a schematic diagram of the architecture of a conventional large-scale call center recording system;

2 is a schematic structural diagram of a cloud call center recording system according to an embodiment of the present invention; FIG. 3 is a schematic structural diagram of a cloud call center recording system according to another embodiment of the present invention; FIG. 4 is a schematic diagram of a cloud call center recording system according to another embodiment of the present invention; Detailed structure diagram of each device in the cloud call center recording system;

FIG. 5 is a flow chart of a cloud call center recording method according to an embodiment of the invention.

detailed description

In order to solve the problem that the prior art cloud call center uses the traditional large-scale call center recording scheme, the system reliability is poor. The embodiment of the present invention provides a cloud call center recording method, system, and core scheduling device, which are combined with the following figures and implemented. For example, the present invention will be further described in detail. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

The embodiment of the present invention adopts a cloud call center (NGC3) to provide computing resources and storage resources, and constructs a cloud call center recording system, and according to the load condition of each device (resource) Running state, dynamic resource scaling, P is lowering the cost of the cloud call center. Processing data in parallel between multiple computing resources and storage resources improves the reliability of the cloud call center.

As shown in Fig. 2, Fig. 2 is a block diagram showing the structure of a cloud call center recording system according to an embodiment of the present invention.

The devices in the system include at least: a Core Dispatch Module (CDM), one or more automatic call distribution ACD devices, a database, and one or more recording media devices. Those skilled in the art will appreciate that only a limited number of ACD devices and recording media devices are exemplarily shown in FIG. The CDM device is configured to collect the load status and running status of each device in the system, and increase or decrease the recording-related equipment in the system according to the pre-collected load quantity and running status of each device, thereby realizing system resource expansion and contraction. Equipment related to recording includes ACD equipment and recording media equipment. Load refers to the call-related data processed by the device. For example: Call volume, number of concurrent recordings, and number of parallel storage of recording files. Operating status includes device deactivation, device restart, fault alarm, and so on.

The ACD device is configured to assign a recording task to one or more recording media devices based on the number of loaded and operational states of the respective recording media devices pre-collected by the CDM device. In the recording task, the recording media device code (ID) responsible for recording, the storage path of the recording file, and the like are indicated. The ACD device is also configured to connect user and agent phones to assist with agent traffic. Agent services include inbound, outbound, conference, hold, transfer, monitor, interject, recording, and more. The ACD device itself does not directly initiate these functions, but under the application of a Computer Telephony Integration (CTI) device (not shown), the ACD device delivers the function to the corresponding device for the function requested by the CTI device. Instructions. Further, when the system includes multiple ACD devices, the CTI device selects one of the ACD devices to process the functions of the CTI device application. The selected ACD device currently handles fewer calls relative to other ACD devices, or the performance of the selected ACD device allows the CTI device to be accepted again.

Database, configured to record recorded information. Recording information includes: the path to save the recording file, the name of the recording file, and other information. User and agent information includes: main, called number, business key, recording start, end time, cloud call center code (ID), agent number and other information. Further, the database may be configured to record the load status and running status of each device collected by the CDM device.

The recording media device is configured to record the call according to the recording task delivered by the ACD device. The recording media device is also configured to mix, collect, encode, compress, etc. the media stream during the call to form a recording file. According to the storage path indicated in the recording task, after processing The recording file is stored.

In the cloud call center, the number of ACD devices is i (i ≥ l), and when the number is multiple (i ≥ 2), multiple ACD devices adopt parallel processing. The number of recording media devices is j (j ≥ l), and when the number is multiple (j ≥ 2), multiple recording media devices adopt parallel processing. Fully connect between the CDM device and the ACD device, recording media device, and fully connect between the ACD device and the recording media device. Full connection means that each device A is connected to each device B, for example: Each ACD device and each recording media device are connected. In this way, when multiple identical devices (eg, multiple ACD devices) work in parallel, one or more of the devices fail, and as long as not all of them fail simultaneously, the system does not interrupt the work, increasing system security. And reliability.

According to the description of the function of each device, the CDM device and the recording media device are both computing resources and storage resources, the ACD device is a computing resource, and the database is a storage resource.

In one embodiment, the system can use a separate storage device to store the recording files, improving the data processing efficiency of the system. As shown in FIG. 3, FIG. 3 is a schematic structural diagram of a cloud call center recording system according to another embodiment of the present invention.

The devices in the system include at least: a CDM device, one or more ACD devices, a database, one or more recording media devices, one or more online recording storage devices, and one or more off-line recording storage devices. Among them, online recording storage devices and offline recording storage devices are also devices related to recording. Only a limited number of ACD devices, recording media devices, online recording storage devices, and offline recording storage devices are exemplarily shown in FIG.

The CDM device, the ACD device, and the database include the functions described in FIG. 2. In addition, the core scheduling device is further configured to pre-collect the load quantity and running status of the online recording storage device, the load quantity and the running status of the offline recording storage device, according to the advance The collected number and running status of the online recording storage device, the load quantity and running status of the offline recording storage device, and the online recording storage device and/or the offline recording storage device are added or reduced in the system. ACD equipment also Configure to specify an online recording storage device for each recording media device that has assigned a recording task. Further, the recording task indicates: a recording media device ID, an online recording storage device ID, a recording file storage path, and the like.

The recording media device is configured to record the call according to the recording task, but does not store the recording file, but saves the recording file to the designated online recording storage device after the recording ends.

An online recording storage device configured to save recording files recorded by its corresponding recording media device and manage and control the storage space. When the storage space utilization of the online recording storage device is greater than the preset storage space threshold, the backup and cleaning operations of the recording file are started, and all or part of the saved recording files are uploaded to the offline recording storage device, and the recorded recording files are backed up. Cleared from the online recording storage device. Further, the storage space provided by the online recording storage device may be an external and/or embedded online recording memory.

Offline recording storage device, configured for long-term offline storage of recorded files. When the storage space utilization of the online recording storage device is greater than the preset storage space threshold, some or all of the recording files in the online recording storage device are backed up. Further, the offline recording storage device controls which recording files are backed up by the online recording storage device. Offline recording usually uses large-capacity removable media such as tapes and discs. The storage space provided by the offline recording storage device can be an external and/or embedded offline recording memory.

The number of online recording storage devices is k (k ≥ l). When the number is multiple (k ≥ 2), multiple online recording storage devices adopt parallel processing. Between ACD device and recording media device, between recording media device and online recording storage device, between offline recording storage device and online recording storage device, CDM device and ACD device, recording media device, online recording storage device, offline storage Full connection between devices. According to the above connection method, the reliability of the system can be improved.

According to the description of each device function, CDM devices, online recording storage devices, and offline recording storage devices are both computing resources and storage resources, ACD devices, and recording media devices. For computing resources, the database is a storage resource.

As shown in FIG. 4, FIG. 4 is a detailed structural diagram of each device in the cloud call center recording system according to an embodiment of the present invention. According to Figure 4, each device in the cloud call center recording system is described in detail, and in order to more clearly describe each device, only one device is given for each type of device.

CDM devices mainly include: collection and calculation modules, resource pool interfaces, application deployment modules, and connection update modules.

The collection and calculation module is configured to collect the current load quantity and running status of each device of the system, and determine whether the system needs to increase or decrease the recording related device according to the current load and running status of the device, for example, an ACD device, Recording media devices, online recording storage devices, and/or offline recording storage devices. When the determination is made, the first load threshold and the second load threshold are preset, wherein the first load threshold is greater than the second load threshold. In the normal working device, it is determined whether the current processing load of the device is greater than a preset first load threshold. If yes, the system needs to add a device. If not, it is determined whether the current processing load of the device is less than a preset second load threshold. If yes, the system needs to reduce the number of devices. If not, the system does not need to increase or decrease the number of devices. Further, when the device is in a predetermined running state, the operating state of the device is provided to the corresponding device for disaster recovery processing. For example, if an online recording storage device fails, the storage operation cannot be performed temporarily. After the collection and calculation module collects the status, the device is deleted from the working device, and the ACD device knows that the device is not working properly. The device is not assigned a storage task.

The resource pool interface is configured to apply (increase) or release (reduce) the recording-related device from the cloud resource pool according to the judgment result of the collection and calculation module, such as an ACD device, a recording media device, an online recording storage device, and/or Offline recording storage device. Further, when the collection and calculation module determines that the system needs to increase or decrease the device, the resource pool interface and the cloud resource pool communicate to complete the application or release of the computing resource and the storage resource, that is, the increase or decrease of the device, so that the system can cope with different The amount of call volume increases the reliability of the system. The application deployment module is configured to store the application version package corresponding to each device in the system. The application version package is a collection of application software that the device needs to be installed. When the system adds a device, that is, after the resource pool interface applies to the new device, the application deployment package corresponding to the new device is used to complete the application deployment of the device.

The connection update module is configured to update the communication connection between the devices in the system after the device is applied for or released, add a connection to the newly added device, and delete the connection for the deactivated device. The connection method is: Full connection between the automatic call distribution device (ACD device) and the recording media device, between the recording media device and the online recording storage device, the offline recording storage device and the online recording storage device, the CDM device and the ACD Full connection between devices, recording media devices, online recording storage devices, and offline recording storage devices.

The ACD device mainly includes: a storage control module, a recording control module, a first load module, a first state module, a log recording module, and a call control module.

The storage control module is configured to allocate a storage task for each online recording storage device according to the load quantity and running status of each online recording storage device collected by the CDM device. Further, the storage control module obtains the device list of the online recording storage device from the CDM, and the load status and the running status of the online recording storage device, and selects from the working online recording storage device according to the pre-configured online recording storage device selection policy. Online recording storage device. Online Recording Storage The device selection strategy is a load balancing strategy that maintains load balancing of online recording storage devices. For example, the storage tasks are evenly distributed for multiple online recording storage devices, or, according to the performance of the online recording storage device, the high performance online recording storage device allocates tasks, and the low performance online recording storage device allocates less tasks, thereby improving The processing power of the system.

The recording control module is configured to allocate recording tasks for each recording media device according to the load quantity and running status of each recording media device collected by the CDM device. Specifically, the recording control module acquires a device list of the recording media device from the CDM device, and a load condition and an operating state of each recording media device, according to a pre-configured recording media device selection strategy, from the work in progress The recording media device is selected from the recording media device, and the recording task is performed by the selected recording media device. The recording media device selection policy may be a load balancing policy, so that the recording media devices of each work are kept load balanced.

When the ACD device assigns a recording task to the recording media device, it will inform the recording media device of its corresponding online recording storage device and the storage path of the recording file. The online recording storage device is selected by the storage control module.

The first load module is configured to collect the processed load of the ACD device and report it to the CDM device. The load of an ACD device refers to the amount of calls. When reporting the load, the first load module can use real-time reporting or timing reporting.

The first state module is configured to collect the running status of the associated ACD device and report it to the CDM device.

The recording module is configured to write the recording media device ID, the online recording storage device ID, the storage path of the recording file, the calling party and the called number, and the like to the database device.

The call control module is configured to call the called user, such as a call agent, based on the called number of the calling number call. The recording media device mainly includes: a second load module and a second state module.

The second load module is configured to collect the processed load of the recording media device and report it to the CDM device. The load of the recording media device refers to the number of parallel recordings.

The second status module is configured to collect the running status of the recording media device and report it to the CDM device.

The online recording storage device mainly includes: a disk space module, a third load module, a third state module, a backup processing module, and a storage module.

The disk space module is mainly configured to monitor storage space usage (hereinafter referred to as usage rate). Reported to CDM devices and offline recording storage devices when usage is greater than the preset storage space threshold. The usage rate is greater than the storage space threshold, indicating that the remaining storage space is too small to be saved. Sound file. When the storage space is full, the online recording storage device stops working, and after all or part of the recording file is cleared, it starts working again. After receiving the report, the CDM device marks the running status of the online recording storage device as stopped. After receiving the report, the offline recording storage device prepares to back up the recording file of the online recording storage device.

The third load module is configured to collect the amount of load processed by the online recording storage device and report it to the CDM device. This load refers to the number of parallel storage of recorded files.

The third status module is configured to collect the running status of the online recording storage device and report it to the CDM device.

The storage module is configured to store the recording file in an online recording memory.

The backup processing module is configured to obtain the recording file to be packaged from the online recording memory according to the instruction of the offline recording storage device, and upload the recording file package to the offline recording storage device after the recording file is packaged.

The offline recording storage device mainly includes: a policy control module, a cache control module, an offline storage control module, a fourth load module, and a fourth status module.

The policy control module is configured to generate a recording backup set according to the online recording storage device report, and control the online recording storage device to back up and clear the recording file. This report indicates that the storage space usage of the online recording storage device is greater than the preset storage space threshold. The recording backup set includes the number of recording files that need to be backed up, and the storage path of each recording file. Further, the policy control module sends the recording backup set to the backup processing module on the online recording storage device. The backup processing module packs and uploads the recording file according to the recording backup set. After the offline recording storage device saves the recording file package, it sends the backup completed information to the online recording storage device, and the online recording storage device clears the backed up recording file after receiving the information.

The cache control module is configured to cache the recording files that need to be backed up. The offline storage control module is configured to store the backed up recording files into an offline recording memory. The fourth load module is configured to collect the load of the offline recording storage device and report it to the CDM device. The load is Refers to the amount of storage of the recorded file. The fourth state module is configured to collect the running status of the offline recording storage device and report it to the CDM device.

Those skilled in the art should understand that the foregoing processing module can be an application processor (AP), a central processing unit (CPU), a digital signal processor (DSP), or a programmable gate array. (FPGA, Field Programmable Gate Array) and other implementations. The storage module can be implemented by a corresponding memory.

Embodiments of the present invention provide a cloud call center recording method. As shown in FIG. 5, FIG. 5 is a flowchart of a cloud call center recording method according to an embodiment of the present invention.

Step S510, the amount of load and the running status of each device collected in advance.

The various devices include ACD devices and recording media devices. The ACD device collects the amount of load and its running status and reports it to the core scheduling device. The recording media device collects the amount of load and its running status and reports it to the core scheduling device.

Step S520, increasing or decreasing the equipment related to the recording according to the load quantity and the running status of each device. The recording related equipment includes an ACD device and a recording media device.

The core scheduling device collects the load quantity and running status currently processed by the ACD device and the recording media device, and determines whether it is necessary to apply for or release the ACD device and/or the recording media device; according to the judgment result, apply for or release the ACD device from the cloud device pool and/or Or a recording media device; after the device is applied for or released, the communication connection between the core scheduling device, the ACD device, and the recording media device is updated. Among them, the core scheduling device is fully connected with the ACD device, the recording media device, the automated call distribution device and the recording media device.

Specifically, the number of loads of each device is, for example: the number of loads of the ACD device is the number of concurrent calls currently processed by it { }, where n > 1; the number of load of the recording media device is its current number of concurrent recordings {t^ t^b .,!^} , where m > l.

When determining whether the device needs to be increased or decreased, the first load threshold and the second load threshold may be preset, and the first load threshold is greater than the second load threshold. In a device that is healthy, CDM The device determines whether the load currently processed by the device is greater than a preset first load threshold. If yes, the system needs to add a device. If not, determine whether the currently processed load of the device is less than a preset second load threshold. If yes, the system The number of devices needs to be reduced. If not, the system does not need to increase or decrease the number of devices. The ACD device and the recording media device may use the same first load threshold and second load threshold, as well as different first load thresholds and second load thresholds.

When a device needs to be applied, the CDM device requests computing resources and/or storage resources from the cloud resource pool. The cloud resource pool returns resource parameters (device parameters), such as an IP address. The CDM obtains the device and obtains the application version package corresponding to the device from the repository to deploy the device. After the deployment is complete, the CDM device updates the signaling and communication connections between the devices and updates the list of CDM devices. When the device needs to be released, the CDM device calculates the device that needs to be released, for example, one of the plurality of ACD devices, and if it is idle for a period of time, the ACD device can be released, and the CDM device deactivates the device to be released, and updates Device list, update inter-signaling and communication connections between the remaining devices. The CDM device sends the parameters of the deactivated device, such as an IP address, to the cloud resource pool, requesting to release the device.

Step S530: The automatic call distribution device allocates a recording task to each of the recording media devices according to the load quantity and the running status of the recording media device.

Specifically, the user calls into the cloud call center, and the AVR device and the CTI device arrive at the ACD device, and the ACD device performs a call connection between the user and the agent to implement a call between the user and the agent. The CTI device initiates a recording request to the ACD device, and the ACD device acquires a list of the recording media device from the CDM device. According to the load condition and the running state of the recording media device, the ACD device selects a recording media device from the recording media device list, and the recording media is the recording medium. The device assigns a recording task.

Step S520 may be performed before, after, and/or at the same time as step S530.

Step S540: The recording media device records the call according to the recording task.

According to the recording task, the recording media device initiates media stream processing, and the user and the agent have called Cheng Zhong, recording the call. When the user and the agent call end, the ACD device notifies the recording media device to end the recording, and the recording media device saves the recording file. The ACD device writes the recorded information into the database. The recorded information includes the main and called numbers, business keys, recording start and end time, cloud call center ID, agent number, recording file storage location, recording file name and other information.

In one embodiment, a separate storage device can also be utilized. For example: online recording storage devices and offline recording storage devices. That is to say, the device related to recording can also include an online recording storage device and an offline recording storage device. Full connection between ACD device and recording media device, between recording media device and online recording storage device, offline recording storage device and online recording storage device; in core scheduling device and ACD device, recording media device, online recording Full connection between storage devices and offline recording storage devices.

The ACD device specifies an online recording storage device for each recording media device to which a recording task has been assigned. For example, the ID of the online recording storage device is notified to the recording media device. After the recording is finished, the recording media device saves the recording file to the designated online recording storage device.

When the storage space utilization of the online recording storage device is greater than a preset storage space threshold, the offline recording storage device backs up some or all of the recording files in the online recording storage device. Specifically, the online recording storage device monitors the storage space usage rate and reports to the core scheduling device and the offline recording storage device when the usage rate is greater than a preset storage space threshold. According to the report of the online recording media device, the offline recording media device generates a recording backup set, and controls the online recording storage server to back up and clear the recording file; wherein the recording backup set includes a storage path of the recording file. According to the report of the online recording storage device, the core scheduling device updates the running status of the online recording storage device, for example, temporarily unavailable.

The embodiment of the present invention utilizes a cloud resource pool to deploy computing resources and storage resources of the cloud call center, without purchasing additional equipment, and P strives for low cost.

In the embodiment of the present invention, a single device of the original recording system is changed, and a plurality of clouded and parallel resource devices are changed. When the device is faulty, or the storage space is full and cannot be used, the system can still be Breaking the operation improves the reliability of the system.

In the embodiment of the present invention, when the system is planned to be small, a small amount of computing resources and storage resources may be used; when the system planning is huge, a large number of computing resources and storage resources may be linearly stacked. When the load dynamics increase or decrease, online dynamic scheduling and scaling resources can be realized. In this way, a flexible recording system is realized.

In the embodiment of the present invention, when the storage space of the online recording storage device is full, it is directly connected with the offline recording storage device, and the backup and cleaning can be automatically completed, thereby improving the recording efficiency.

The embodiment of the invention further describes a storage medium, wherein the storage medium stores a computer program, and the computer program is configured to execute the cloud call center recording method of the foregoing embodiment.

Those skilled in the art will appreciate that the present invention can take the form of an entirely hardware embodiment, an entirely software embodiment or a combination of software and hardware.

While the preferred embodiment of the present invention has been disclosed for purposes of illustration, those skilled in the art will recognize that various modifications, additions and substitutions are possible. Therefore, the scope of the present invention should not be limited to the embodiments described above.

Industrial applicability

The present invention adopts a cloud call center manner, and provides a computing resource and a storage resource by using a cloud resource pool, and determines the deployment of the computing resource and the storage resource according to the load condition and the running state of each device (resource). Data is processed in parallel between multiple resources of the same function, improving the reliability of the cloud call center.

Claims

claims

1. A cloud call center recording system, including: core dispatching equipment, automatic call distribution equipment, and recording media equipment;

Core scheduling equipment, configured to increase or decrease recording-related equipment in the system based on the load quantity and operating status of each equipment in the system;

Automatic call distribution equipment, configured to allocate recording tasks to each recording media device according to the load quantity and operating status of the recording media device;

The recording media device is configured to record the call according to the recording task.

2. The system according to claim 1, wherein the system further includes: an online recording storage device and an offline recording media device;

An online recording storage device configured to save recording files recorded by its corresponding recording media device; wherein, the automatic call distribution device designates an online recording storage device for each recording media device that has been assigned a recording task;

The offline recording storage device is configured to back up some or all of the recording files in the online recording storage device when the storage space utilization of the online recording storage device is greater than a preset storage space threshold.

3. The system of claim 2, wherein the core scheduling device includes:

The collection and judgment module is configured to collect the load quantity and operating status of each device in the system, and judge whether recording-related devices need to be added or reduced in the system;

A resource pool interface configured to add or reduce recording-related devices from the cloud resource pool based on the judgment results of the collection and judgment module;

The connection update module is configured to update the communication connections between each device in the system after the device is added or removed.

4. The system according to any one of claims 1 to 3, wherein the automatic call distribution equipment package Includes:

The first load module is configured to collect the number of loads processed by the automatic call distribution device to which it belongs, and report it to the core scheduling device.

5. The system of claim 4, wherein the recording media device includes: a second load module configured to collect the number of loads processed by the recording media device and report it to the core scheduling device.

6. The system according to claim 2, 3 or 5, wherein the online recording storage device includes:

The disk space module is configured to monitor the storage space usage, and when the usage is greater than the preset storage space threshold, report to the core scheduling device and report to the offline recording storage device; The third load module is configured to collect the belonging online recording The number of loads processed by the storage device is reported to the core scheduling device.

7. The system of claim 6, wherein the offline recording media device includes: a policy control module configured to generate a recording backup set based on the report of the online recording storage device, and control the online recording storage The device backs up and clears recording files; wherein the recording backup set includes the storage path of the recording files.

8. A cloud call center recording method, including:

According to the load quantity and operating status of each device, increase or decrease recording-related equipment; the automatic call distribution device allocates recording tasks to each recording media device according to the load quantity and operating status of the recording media device;

9. The method of claim 8, wherein the method further includes:

The online recording storage device stores the recording files recorded by the corresponding recording media device; wherein, the automatic call distribution device designates an online recording storage device for each recording media device that has been assigned a recording task; When the storage space utilization of the online recording storage device is greater than the preset storage space threshold, the offline recording storage device backs up some or all of the recording files in the online recording storage device.

10. The method of claim 9, wherein the recording-related equipment is added or reduced according to the load quantity and operating status of each equipment, including:

Collect the load quantity and operating status of each device, and determine whether it is necessary to increase or decrease recording-related equipment;

According to the judgment result, recording-related equipment is added or removed from the cloud resource pool; after the equipment is added or reduced, the communication connections between the various devices in the system are updated.

11. The method according to any one of claims 8 to 10, wherein the recording-related equipment is increased or decreased according to the load quantity and operating status of each equipment, including:

The automatic call distribution equipment collects the number of loads it handles and reports it.

12. The method of claim 11, wherein the recording-related equipment is added or reduced according to the load quantity and operating status of each equipment, including:

The recording media device collects the number of loads it handles and reports it.

13. The method of claim 9, 10 or 12, wherein:

Online recording storage devices store recording files recorded by their corresponding recording media devices, including:

The online recording storage device monitors the storage space usage, and when the usage is greater than the preset storage space threshold, reports the information to the offline recording storage device;

According to the load quantity and operating status of each device, increase or decrease recording-related equipment, including:

The online recording storage device collects the number of processed loads and reports them.

14. The method of claim 13, wherein the offline recording storage device backs up some or all of the recording files in the online recording storage device, including:

According to the report of the online recording storage device, generate a recording backup set, and control all The online recording storage device backs up and clears recording files; wherein the recording backup set includes the storage path of the recording files.

15. A core scheduling device, including:

16. The core scheduling device according to claim 15, wherein the core scheduling device further includes:

The application deployment module is configured to store application version packages corresponding to each device in the system; wherein the application version package is a collection of application software that needs to be installed on the device.

17. A storage medium, a computer program is stored in the storage medium, and the computer program is configured to execute the cloud call center recording method described in any one of claims 8 to 14.