CN101227632A - Distributed call centre system and traffic distributed transferring method - Google Patents
Distributed call centre system and traffic distributed transferring method Download PDFInfo
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- CN101227632A CN101227632A CNA2008100656744A CN200810065674A CN101227632A CN 101227632 A CN101227632 A CN 101227632A CN A2008100656744 A CNA2008100656744 A CN A2008100656744A CN 200810065674 A CN200810065674 A CN 200810065674A CN 101227632 A CN101227632 A CN 101227632A
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Abstract
The invention relates to a distributed call center system which conducts the management by using regions as units, and a method which conducts the traffic distributed transfer through using the system. The system comprises a calling service terminal which is set according to regions, a switch and a monitor terminal which controls the traffic distributed transfer of the calling service terminal. The traffic distributed transfer comprises the following steps firstly detecting the local seated condition by the local monitor service department, secondly, sending the application of the seat spillover traffic to the local CTI service department by the local monitor service department, thirdly, sending the application of the seat spillover traffic to the monitor terminal by the local CTI service department, distributing the traffic resource by the monitor terminal, and finally transferring the application of the traffic to the calling terminal which set by a empty region by the local CTI service department according to the distributed information of the traffic resource which is sent by the monitor terminal through the switch. The distributed call center system of the invention has a simple structure, a reasonable design and a proper method, which has a high practical value.
Description
Technical field
The present invention relates to distributed computing technology, being specifically related to a kind of under large-scale call center system is a kind of distributed call center system that unit manages with the area, and this system of utilization method of carrying out the distributed transfer of traffic.
Background technology
Along with social development, in the current age of Internet economy, the service of enterprise has been not only to satisfy real, local needs, but in order to better meet the needs that enterprise's globalization is managed, satisfy the needs of the transnational development of enterprise, satisfy the needs of Sustainable Development of Enterprises.Building distributed call center has been the day by day urgent demands of many enterprises.Distributed call center is made up of some relatively independent call centers, relation between them is peer-to-peer or membership, each central distribution cooperates with each other on running time, data, function in different geographical position, for the user provides service to greatest extent.
It is the customer service calls centring system of unit that present call center system is based upon with the urban district, there is independent database in each urban district, computer telecommunication integrated (CTI-Computer TelephonyIntegration), RMS, automatic voice responding (IVR), customer service software such as attend a banquet, each call center is responsible for the customer service of one's respective area, when certain somewhere call traffic increase constantly, when exceeding standard, the wait situation can appear in local called telephone, yet other call center, urban district customer services are attended a banquet and but are in idle condition, the technical problem that resource in time serves for the client of attending a banquet at this moment will occur making full use of.
Set up a large-scale distributed call center system thereby embody, the whole and inner closed-loop control of local traffic improves the horizontal importance of overall operation of call center to various places.
Summary of the invention
Only be responsible for the service of content family, one's respective area in order to solve each call center service that exists in the prior art, when certain somewhere call traffic increase constantly, when exceeding standard, the wait situation can appear in local called telephone, yet other regional call center customer services are attended a banquet and but are in idle condition, thereby occur making full use of the technical problem that the resource of attending a banquet is in time served for the client.The invention provides a kind of distributed call center system and the distributed transfer method of traffic.
The present invention solves technical scheme that the prior art problem adopted for a kind of distributed call center system is provided, and described call center distributed system comprises: call service end, switch that is provided with by the zone and the monitoring client that each described call service end is carried out the distributed transfer control of traffic; Wherein, described call service end comprises local monitor service department and local CTI service department, can carry out state between described local monitor service department and the described local CTI service department examines mutually, described switch is connected with described local CTI service department, the described switch that each zone is provided with is interconnected, and described monitoring client is sat up straight the seat idle condition according to each described call service and carried out the distributed transfer control of traffic.
According to a preferred embodiment of the invention: described switch is the Ron W. Harris switch, be provided with EEG numeral IP gateway plate in described Ron W. Harris switch, each described switch carries out networking by the digital IP gateway plate of described EEG in the described distributed call center system.
According to a preferred embodiment of the invention: described monitoring client is a central processing unit, by described central processing unit each described call service end is carried out unified monitoring and the distributed transfer control of traffic.
According to a preferred embodiment of the invention: described CTI service department is a cti server, and each described cti server is provided with alternative cti server in described distributed call center system.
In order to solve the prior art problem, the present invention also provides a kind of traffic distributed transfer method, and the distributed transfer method of described traffic comprises step: the first step, detect this locality state of attending a banquet by described local monitor service department; Second step, send the overflow traffic request of attending a banquet to described local CTI service department by described local monitor service department; The 3rd step, be sent to described monitoring client, carry out resources for traffic by described monitoring client and distribute by the overflow traffic request of will attending a banquet of described local CTI service department; The 4th step, described local CTI service department transfer to call service end that clear area be provided with by described switch with traffic request according to the described resources for traffic assignment information that described monitoring client sends.
According to a preferred embodiment of the invention: the described first step further comprises substep: one, examine mutually by carrying out state between described local monitor service department and the described local CTI service department; When two, described local CTI service department detects described local monitor service department and do not have response, this information is sent to described monitoring client, by described monitoring client reporting system attendant; Three, detect described local CTI service department running status, live traffice situation, custom queueing situation and answer rate by described local monitor service department, obtain this locality state of attending a banquet.
According to a preferred embodiment of the invention: carry out between described local monitor service department and the described local CTI service department state mutually the mode of inspection be heartbeat detection.
According to a preferred embodiment of the invention: described second step further comprises substep: one, detect currently when having traffic to overflow when described local monitor service department, according to the traffic distribution strategy of formulating, formulate the overflow traffic request; Two, send described overflow traffic request by described local monitor service department to described local CTI service department.
According to a preferred embodiment of the invention: described the 3rd step further comprises substep: one, send to described monitoring client by the overflow traffic request of will attending a banquet of described local CTI service department; Two, add up, analyze and find the maximum call service end of current idle seating by described monitoring client, as purpose call service end; Three, the described purpose call service client information that will find by described monitoring client replies to described local CTI service department.
According to a preferred embodiment of the invention: described the 4th step further comprises substep: one, the request of will overflowing the traffic of described purpose call service end of described local CTI service department sends to described home server; Two, send to described purpose call service end router by the request of will overflowing the traffic of described purpose call service end of described home server by hold art based on the voice of Internet protocol; Three, by described purpose call service end router the request of overflowing of described traffic is sent to described purpose call service end, finish the transfer of described traffic request.
Beneficial effect of the present invention is: by introducing monitoring client, and all call service ends are organically combined by the distributed call center system, by this monitoring client each call service end is unified monitoring, control and traffic overflow distributed allocation, effectively solved customer service in the only independent responsible one's respective area of each call center service that exists in the prior art, when certain somewhere call traffic increase constantly, when exceeding standard, the wait situation appears in local called telephone, other regional call center customer services are attended a banquet and but are in idle condition, thereby cause to make full use of the technical problem that resource in time serves for the client of attending a banquet, system configuration of the present invention is simple, reasonable in design, method is proper, has very high practicality and ease for use.
Description of drawings
Fig. 1. distributed call center system configuration schematic diagram in a kind of distributed call center system and the distributed transfer method of traffic;
Fig. 2. the distributed theory structure schematic diagram of a kind of distributed call center system;
Fig. 3. a kind of distributed call center system distributed network monitoring structure schematic diagram;
Fig. 4. the distributed transfer method flow chart of a kind of distributed call center traffic.
Embodiment:
The invention will be further described below in conjunction with drawings and Examples:
See also distributed call center system configuration schematic diagram in Fig. 1 a kind of distributed call center system and the distributed transfer method of traffic, as shown in Figure 1, described call center distributed system comprises: call service end 100,101, switch 102,103 that is provided with by the zone and the monitoring client 104 that each described call service end 100,101 is carried out the distributed transfer control of traffic; Wherein, described call service end 100,101 comprises monitor service portion 107,110 and the integrated service department 105,108 of computer telecommunication, can carry out state between described monitor service portion 107,110 and the integrated service department 105,108 of corresponding described computer telecommunication examines mutually, described switch 102,103 is connected with the integrated service department 105,108 of corresponding described computer telecommunication, the described switch 102,103 that each zone is provided with is interconnected, and described monitoring client 107 is sat up straight seat 111,112 idle conditions according to each described call service and carried out the distributed transfer control of traffic.
In this system, described switch 102,103 is the Ron W. Harris switch, is provided with EEG numeral IP gateway plate in described Ron W. Harris switch, and each described switch carries out networking by the digital IP gateway plate of described EEG in the described distributed call center system.Described monitoring client 104 is a central processing unit, by described central processing unit each described call service end 100,101 is carried out unified monitoring and the distributed transfer control of traffic.Described CTI service department 105,108 is a cti server, each described cti server is provided with alternative cti server 106,109 in described distributed call center system, cti server adopts double-machine standby technology, when main cti server 105,108 appearance are unusual, standby cti server 106,109 is taken over main cti server 105,108 all services, and the progress of work is effectively ensured.
Core of the present invention is that detecting traffic by local monitor service department 107 overflows, overflow the destination by monitoring client 104 monitoring traffics, by voice (VoIP-Voice OverInternet Protocol) technology networking based on Internet protocol, set up the physical channel, make overflow traffic arrive the destination by the IP network passage.Local monitor service department 107 is to finish by the mode of heartbeat detection with the method that the detection of this landlord CTI service department 105 abnormal conditions is mainly adopted.Under the service operation normal condition, it is synchronous to carry out real time data.
This landlord CTI service department 105 carries out compressed data packets, add frame head, content identification, postamble and check code, be sent to local monitor service department 107 by Intranet, corresponding reduction of data process is called according to different packet content signs by local monitor service department 107.Guaranteed that this landlord CTI service department 105 and local monitor service department 107 data are in full accord, detected, guaranteed that system runs well to guarantee that traffic overflows in time.
The construction of distributed call center system is based on hi-link, in realizing that the overflow traffic branch shifts, give and insert EEG plate embedded data word VOIP gateway plate in Ron W. Harris switch 102,103 user's notches of each call service end, every block of EEG plate is all by the RJ45 network interface on the plate, insert enterprise network, through IP address assignment and data configuration, finish the networking of Ron W. Harris switch.Can link together the customer service call Terminal Service node that is distributed in different geographic regions by relevant agreement, can distribute unitedly and resource occupation at the whole network or a plurality of local customer service call service end, realize that customer service call the whole network distributes, resource the whole network is shared, the equilibrium of load the whole network, customer service call and data sync are for customer call provides in time, method of service efficiently.
See also the distributed transfer method flow chart of a kind of distributed call center traffic of Fig. 4 and in conjunction with the distributed theory structure schematic diagram of a kind of distributed call center of Fig. 2 system and a kind of distributed call center of Fig. 3 system distributed network monitoring structure schematic diagram.As shown in FIG., the distributed transfer method of described traffic comprises that key step is: the first step, detect this locality state of attending a banquet by described local monitor service department 107; Second step, by described local monitor service department 107 to described local CTI service department, be this landlord CTI service department 105 in the present embodiment and send the overflow traffic request of attending a banquet; The 3rd step, be sent to described monitoring client 104, carry out resources for traffic by described monitoring client 104 and distribute by the overflow traffic request of will attending a banquet of described landlord CTI service department 105; The 4th step, described landlord CTI service department 105 transfer to call service end 101 that clear area be provided with by described switch 102 with traffic request according to the described resources for traffic assignment information that described monitoring client 104 sends.
According to a preferred implementation of the present invention, wherein, the above-mentioned first step further comprises substep: one, examine mutually by carrying out heartbeat detection formula state between described local monitor service department 107 and described the landlord CTI service department 105; When two, described landlord CTI service department 105 detects described local monitor service department 107 and do not have response, this information is sent to described monitoring client 104, by described monitoring client 104 reporting system attendants; Three, detect described landlord CTI service department 105 running status, live traffice situation, custom queueing situations and answer rate by described local monitor service department 107, obtain this locality state of attending a banquet.
Above-mentioned second step further comprises substep: one, detect currently when having traffic to overflow when described local monitor service department 107, according to the traffic distribution strategy of formulating, formulate the overflow traffic request; Two, send described overflow traffic request by described local monitor service department 107 to described local CTI service department 105.
Above-mentioned the 3rd step further comprises substep: one, send to described monitoring client 104 by the overflow traffic request of will attending a banquet of described landlord CTI service department 105; Two, add up, analyze and find the maximum call service end of current idle seating by described monitoring client 104, as purpose call service end 101; Three, the described purpose call service client information that will find by described monitoring client 104 replies to described local CTI service department 105.
Above-mentioned the 4th step further comprises substep: one, 105 requests of will overflowing the traffic of described purpose call service end 101 of described local CTI service department send to described local switch 102; Two, hold art by the request of will overflowing the traffic of described purpose call service end 101 of described local switch 102 by VIOP and send to described purpose call service end switch 103; Three, by described purpose call service end switch 103 request of overflowing of described traffic is sent to described purpose call service end 101, finish the transfer of described traffic request.
Above-mentioned steps is launched to describe, and wherein the Intranet link among Fig. 2 and Fig. 3 is meant the link that two 1000M network interface cards intersections between the server link to each other, and acquiescence is as being used for data transmission channel and monitor state sense channel.
Extract calling module data and status data by CTI service department 105, and described data compression become several packets, CTI service department packet is explained according to this communication protocol with local CTI service department 105 by local monitor service department 107, the local CTI of 107 monitorings service department of local monitor service department 105 states, and monitor message regularly is stored in the database, the time interval of regularly preserving data is set at 1 second in the present embodiment.This locality CTI service department 105 fixed time broadcast message are to local monitor service department 107, and the time interval of fixed time broadcast is set at 1 second in the present embodiment; This locality CTI service department 105 regularly communicates by letter with local monitor service department 107, when surpassing, local CTI service department 105 do not receive that local monitor service department 107 heartbeat detection reply for three times, start on-warning mode, local monitor service department 107 opens 100M Intranet port at this moment, monitor the packet of local CTI master service department 105, and come judgment data whether complete by check code, incomplete data then abandon this packet, the different packet of sign difference according to the bag frame head, call corresponding restoring data processing procedure, whether local monitor service department 107 detects live traffice and overflows, default live traffice queue queue limit is three in the present embodiment, when three clients being arranged when waiting in line, be considered as overflowing object if any the 4th caller client.If having detected the traffic situation of overflowing occurs, at this moment system can send to described monitoring client 104 by the local CTI service department 105 overflow traffic request of will attending a banquet, and add up, analyze and find the maximum call service end 101 of current idle seating by described monitoring client 104, as purpose call service end, described purpose call service end 101 information-replies that will find by described monitoring client 104 are given described local CTI service department 105.At this moment, 105 requests of will overflowing the traffic of described purpose call service end 101 of described local CTI service department send to described local switch 102, hold art by the request of will overflowing the traffic of described call service end 100 of described local switch 102 by VIOP and send to described purpose call service end switch 103, by described purpose call service end switch 103 request of overflowing of described traffic is sent to described purpose call service end seat 112, finish the transfer of described traffic request.
During specific implementation, consider the unexpected property and the diversity of system exception situation, therefore, the detection of abnormal conditions is very much crucial, and heartbeat detection has been adopted in the detection of abnormal conditions of the present invention, the issue of warning information, prompt system administrative staff.As shown in Figure 3, monitor service portion and CTI service department and monitoring client 104 are normal with monitor service portion link under system's normal condition.The master of local monitor service department is responsible for detecting and monitors local CTI service department trafficwise information in the system, control mode is mainly by the message transmission, User Datagram Protoco (UDP) (UDP-User Datagram Protocol) message transmissions, the control command issue, TCP connects, data interaction, functions such as broadcast state, when upgrading, need at first to guarantee that link communication is normal, no abnormal situation (data packet loss) in the concrete local monitor service department that implements with local CTI service department.Detect each call service end status data by monitoring client 104, carry out data statistics, analysis and calculate the idle number of attending a banquet in current which call service end maximum, information such as each call service end service operation state.
The Ron W. Harris switch carries out networking by the EEG plate, each call service end is organically integrated, EEG is the digital IP gateway plate that is embedded in Harris's switch, it directly inserts in user's notch of switch, front panel is drawn a 10/100M network interface and is connected to data network, provides VOIP interface for switch very quickly and easily.
Each call service end 100,101 data reports the Web Services technology that adopts, regularly detect Web Services interface service obtains current latest data to monitoring client 104, if find that data do not upgrade in time, think that remote call-in service end 101 has anomaly or link has fault, the monitor service end starts the UDP communication module, communicate with the local monitor service department of call service end, send alarm information noticing system maintenance personnel simultaneously.When specifically implementing monitoring client 104 monitor service, need guarantee that Web Services interface communication service operation is normal, whether normal, guarantee that two kinds of communication patterns normally move if detecting each call service end 100,101 and monitoring client 104 links again, be stable, the reliable precondition of system.
Beneficial effect of the present invention is: by introducing monitoring client, and all call service ends are organically combined by the distributed call center system, by this monitoring client each call service end is unified monitoring, control and traffic overflow distributed allocation, effectively solved customer service in the only independent responsible one's respective area of each call center service that exists in the prior art, when certain somewhere call traffic increase constantly, when exceeding standard, the wait situation appears in local called telephone, other regional call center customer services are attended a banquet and but are in idle condition, thereby cause making full use of the technical problem that resource in time serves for the client of attending a banquet.Utilize technical solution of the present invention to link together the customer service call Terminal Service node that is distributed in different geographic regions by relevant agreement, can distribute unitedly and resource occupation at the whole network or a plurality of local customer service call service end, realize that customer service call the whole network distributes, resource the whole network is shared, the equilibrium of load the whole network, customer service call and data sync for customer call provides in time, method of service efficiently, have very high practicality and ease for use.
Above content be in conjunction with concrete preferred implementation to further describing that the present invention did, can not assert that concrete enforcement of the present invention is confined to these explanations.For the general technical staff of the technical field of the invention, without departing from the inventive concept of the premise, can also make some deduction or replace, all should be considered as belonging to protection scope of the present invention.
Claims (10)
1. distributed call center system, its special type is:
Described call center distributed system comprises: by call service end (100,101), the switch (102,103) of zone setting and the monitoring client (104) that each described call service end (100,101) is carried out the distributed transfer control of traffic;
Wherein, described call service end (100,101) comprise monitor service portion (107,110) and the integrated service department (105 of computer telecommunication, 108), described monitor service portion (107,110) with the integrated service department (105 of corresponding described computer telecommunication, 108) can carry out state between examines mutually, described switch (102,103) with the integrated service department (105 of corresponding described computer telecommunication, 108) connect, the described switch (102 that each zone is provided with, 103) be interconnected, described monitoring client (107) is sat up straight seat (111 according to each described call service, 112) idle condition is carried out the distributed transfer control of traffic.
2. according to the described distributed call center of claim 1 system, its special type is: described switch (102,103) is the Ron W. Harris switch, be provided with digital IP gateway plate in described Ron W. Harris switch (102,103), each described switch carries out networking by described digital IP gateway plate in the described distributed call center system.
3. according to the described distributed call center of claim 1 system, its special type is: described monitoring client (104) is a central processing unit, by described central processing unit each described call service end (100,101) is carried out unified monitoring and the distributed transfer control of traffic.
4. according to the described distributed call center of claim 1 system, its special type is: the integrated service department of described computer telecommunication (105,108) is a Computer ﹠Telephony Integration Server, and each described Computer ﹠Telephony Integration Server is provided with alternative Computer ﹠Telephony Integration Server (106,109) in described distributed call center system.
5. distributed transfer method of traffic, its special type is: the distributed transfer method of described traffic comprises step:
A1: detect this locality state of attending a banquet by described local monitor service department (107);
A2: send the overflow traffic request of attending a banquet to the integrated service department of described local computer telecommunications (105) by described local monitor service department (107);
A3: be sent to described monitoring client (104) by the integrated service department of described local computer telecommunications (105) the overflow traffic request of will attending a banquet, carry out resources for traffic by described monitoring client (104) and distribute;
A4: the integrated service department of described local computer telecommunications (105) transfers to call service end (101) that clear area be provided with by described switch (102) with traffic request according to the described resources for traffic assignment information that described monitoring client (104) sends.
6. according to the distributed transfer method of the described traffic of claim 5, its special type is: described steps A 1 further comprises substep:
A11: examine mutually by carrying out state between described local monitor service department (107) and the integrated service department of described local computer telecommunications (105);
A12: the integrated service department of described local computer telecommunications (105) detects described local monitor service department (107) does not have when response, this information is sent to described monitoring client (104), by described monitoring client (104) reporting system attendant;
A13: detect the integrated service department of described local computer telecommunications (105) running status, live traffice situation, custom queueing situation and answer rate by described local monitor service department (107), obtain this locality state of attending a banquet.
7. according to the distributed transfer method of the described traffic of claim 6, its special type is: the mode of carrying out the mutual inspection of state between local monitor service department (107) described in the described steps A 11 and the integrated service department of described local computer telecommunications (105) is a heartbeat detection.
8. according to the distributed transfer method of the described traffic of claim 5, its special type is: described steps A 2 further comprises substep:
A21:,, formulate the overflow traffic request according to the traffic distribution strategy of formulating when described local monitor service department (107) detects currently when having traffic to overflow;
A22: send described overflow traffic request to the integrated service department of described local computer telecommunications (105) by described local monitor service department (107).
9. according to the distributed transfer method of the described traffic of claim 5, its special type is: described steps A 3 further comprises substep:
A31: send to described monitoring client (104) by the integrated service department of described local computer telecommunications (105) the overflow traffic request of will attending a banquet;
A32: add up, analyze and find the maximum call service end of current idle seating by described monitoring client (104), as purpose call service end (101);
A33: give the integrated service department of described local computer telecommunications (105) by described purpose call service end (101) information-reply that described monitoring client (104) will find.
10. according to the distributed transfer method of the described traffic of claim 5, its special type is: described steps A 4 further comprises substep:
A41: the integrated service department of described local computer telecommunications (105) request of will overflowing the traffic of described purpose call service end (101) sends to described home server (102);
A42: send to described purpose call service end switch (103) by hold art based on the voice of Internet protocol by described home server (102) request of will overflowing the traffic of described purpose call service end;
A43: by described purpose call service end switch (103) request of overflowing of described traffic is sent to described purpose call service end (101), finish the transfer of described traffic request.
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