CN101330544B - Method for implementing multi-center virtual integration of passenger service system - Google Patents
Method for implementing multi-center virtual integration of passenger service system Download PDFInfo
- Publication number
- CN101330544B CN101330544B CN 200810124182 CN200810124182A CN101330544B CN 101330544 B CN101330544 B CN 101330544B CN 200810124182 CN200810124182 CN 200810124182 CN 200810124182 A CN200810124182 A CN 200810124182A CN 101330544 B CN101330544 B CN 101330544B
- Authority
- CN
- China
- Prior art keywords
- customer service
- resource
- platform
- center
- agent
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
Images
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a method for realizing the multi-center virtual integration of a customer service system. The method realizes the functions of resource sharing and mutual emergency backup of two levels of a platform center and a call center; the platform center and the call center which are mutually independent isolated islands are transformed into a logically integrated customer service system, thereby realizing the function of cross-platform cross-region dynamic scheduling of IVR and call resources according to the platform loads and the operation situation of devices. In addition, the method utilizes a small amount of capacity expanding resources to build a third customer service platform, the backup resources of the original first and the second customer service platforms are released to be converted into the main resources, so the method can not only achieve the purpose of emergency backup of the first and the second customer service systems, but can also fully play the economic benefits of the third customer service platform which is taken as the backup resources; the multi-center virtual integration of seat resources breaks through the traditional dual-center independent operation mode and forms the dual-center collaborative operation mode.
Description
Technical field
The invention belongs to telecom business support system customer service subsystem field.
Background technology
Be the service quality of pursuing being outstanding; China Mobile's Jiangsu corporate client's service system (hereinafter to be referred as customer service system) realized concentrating of " 3 platform centers+2 telephone traffic center " pattern in 2005; Promptly main platform aspect is made up of three strange land customer service platforms, wherein; First, second customer service platform focuses on the whole province's 10086 customer services with the load sharing mode, and the 3rd customer service platform focuses on the whole province 12580 and outbound call service; Seat aspect, 10086 customer service seats concentrate on two the provincial telephone traffic center in strange land.Along with concentrating of platform and seat, customer service system faces following problem in operation at present:
The resource utilization problem
The device resource utilance problem of customer service system master's platform.Because three customer service system platforms are separate, the asynchronous busy not busy inequality of IVR device resource load that causes each platform can't make full use of device resource when hurrying owing to each platform service;
The seat of telephone traffic center and personnel's utilance problem.In festivals or holidays or marketing promotion period; The artificial telephone traffic of customer service hot line unbalanced phenomenon will inevitably occur between two concentrated telephone traffic center; Because two big telephone traffic center independent operations have caused the reduction of seat and waste of manpower resource and service quality to a certain extent;
Safety issue: mainly refer to customer service system master platform and the telephone traffic center equivalent risk ability of withstanding natural calamities.
Under above-mentioned background, be necessary to study the virtual incorporate method of a kind of customer service system multicenter, solve the problem that faces.
Summary of the invention
In order to summarize the object of the invention, some aspect of the present invention, advantage and novel feature have been described here.Should be appreciated that, need not all these aspects, advantage and characteristic and be included among arbitrary special embodiment.
In order to remedy the deficiency of prior art, the present invention proposes the virtual incorporate method of a kind of customer service system multicenter, its technical scheme is:
The virtual incorporate implementation method of a kind of customer service system multicenter; It is the virtual and virtual realization of telephone traffic center level multicenter by main platform class multicenter; Wherein, The virtual device resource that is scattered in each platform center through intelligent Resource Control Center uniform dispatching that is meant of said main platform class multicenter, emergent backup between the platform under area dynamic dispatching of implementation platform device resource cross-platform cross and the disaster scenario; Said telephone traffic center level multicenter is virtual to be meant through the telephone traffic center of intelligent Resource Control Center with at least two separate strange land telephone traffic center composition logic one, realizes telephone traffic dynamic dispatching and the mutual disaster-tolerant backup of strange land telephone traffic center between the telephone traffic center of strange land.
Above-mentioned intelligent Resource Control Center comprises:
The shared pool management: the reserved resources of each platform of unified management, funding source scheduling Agent uniform dispatching is distributed;
Regulation management: be used to be provided with various scheduling rules;
Scheduling of resource Agent: be responsible for regularly detecting Agent and send handshake information to resource; Collect the concurrent call number of each platform, concurrent number of seats even load information; And running states of resources such as CTI, IVR, and be responsible for sending control commands such as scheduling of resource, traffic switching where necessary to each platform resource Management Agent according to rule;
Resource management Agent: be deployed in each platform CTI Control Server; Scheduling, the switching command that responsible reception scheduling of resource Agent sends also carried out it, accomplishes the scheduling of resource, the switching of traffic, the switching of data base call request through revising CTI Control Server resource distribution file;
Resource detects Agent: be deployed in each platform CTI Control Server, be responsible for regularly (per 5 minutes) and gather data such as the relevant concurrent call number of this platform, concurrent number of seats and report scheduling of resource Agent.
Above-mentioned platform device resource cross-platform cross area dynamic dispatching concrete steps:
Set through the rule in the intelligent Resource Control Center, each terrace part device resource is set at reserved resources in the shared pool, can also set the load threshold that is used to control dynamic dispatching in addition;
Resource detects Agent and regularly communicates by letter with each platform CTI Control Server, obtains the concurrent call volume of platform, concurrent number of seats even load data and reports scheduling of resource Agent;
Scheduling of resource Agent is according to the loading condition of each platform, in conjunction with preset rule, calculates and is used to be dispensed to the reserved resources of high capacity platform and sends the scheduling of resource instruction to each platform resource Management Agent;
The resource management Agent of each platform write the reserved resources information of distributing in the scheduling of resource instruction in each platform CTI Control Server repository and dynamic load it;
Application request is redistributed device resource by the configuration after upgrading.
Emergent backup concrete steps between the platform under the above-mentioned disaster scenario:
First gateway exchange that customer service platform connects is revised traffic and is routed to the 3rd customer service system;
Configuration rule in intelligent Resource Control Center is provided with artificial traffic distribution mode for unconditionally being dispensed to second customer service system;
Scheduling of resource Agent sends traffic scheduling rule setting command according to the rule of above-mentioned setting to each platform resource Management Agent;
The resource management Agent of each platform the traffic scheduling rule is write in each platform CTI Control Server repository and dynamic load it;
The 3rd customer service platform IVR flow process routes to second customer service platform with artificial traffic by the traffic rule after upgrading again;
Telephone traffic center one all seats are connected to second customer service platform through subsequent use relaying;
The traffic distribution that second customer service system is come the switching of the 3rd customer service platform is given the seat of telephone traffic center one.
Telephone traffic dynamic dispatching concrete steps between the telephone traffic center of above-mentioned strange land:
Configuration schedules rule in intelligent Resource Control Center, rule one, the common artificial telephone traffic of each platform are spilled over to second telephone traffic center when this platform seat is no-trunk; Rule two, all switch to second telephone traffic center for the phone of proprietary business such as complaint, group's business, dream network service; The rule three, switch to second telephone traffic center for the phone after 11 o'clock nights;
Scheduling of resource Agent sends traffic scheduling rule setting command according to the scheduling rule of setting to each platform resource Management Agent;
The resource management Agent of each platform the traffic scheduling rule is write in each platform CTI Control Server repository and dynamic load it;
Each platform IVR flow process routes to artificial traffic again by the traffic rule after upgrading and specifies the telephone traffic center seat.
The mutual disaster-tolerant backup of telephone traffic center of above-mentioned strange land is meant that if a telephone traffic center, promptly telephone traffic center one; Because of certain reason when unavailable; The IVR flow process can be judged this platform telephone traffic center does not have available agent, according to the rule in the cti server repository artificial traffic is spilled over to second customer service system automatically, and is dispensed to telephone traffic center two; Realize taking over seamlessly between telephone traffic center, artificial traffic can not be interrupted basically.
On the other hand; The invention has also proposed the virtual incorporate customer service system of a kind of multicenter; It comprises the virtual integral system of main platform class multicenter, the virtual integral system of telephone traffic center level multicenter and intelligent Resource Control Center; Wherein, The virtual integral system of said main platform class multicenter comprises the first customer service system platform, the second customer service system platform, the 3rd customer service system platform, and device resource can be realized dynamic dispatching through intelligent Resource Control Center between first, second customer service system platform, the emergent each other backup between first, second customer service system platform and the 3rd customer service system platform; The virtual integral system of said telephone traffic center level multicenter comprises at least two strange land telephone traffic center, can realize telephone traffic dynamic dispatching and mutual disaster-tolerant backup through intelligent Resource Control Center between the telephone traffic center of strange land; Said intelligent Resource Control Center comprises that shared pool administration module, rules administration module, scheduling of resource Agent module, resource management Agent module, resource detect the Agent module; Said shared pool administration module: the reserved resources of each platform of unified management, funding source scheduling Agent uniform dispatching is distributed; Said rules administration module: be used to be provided with various scheduling rules; Said scheduling of resource Agent module: be responsible for regularly detecting Agent and send handshake information to resource; Collect the concurrent call number of each platform, concurrent number of seats even load information; And running states of resources such as CTI, IVR, and be responsible for sending control commands such as scheduling of resource, traffic switching where necessary to each platform resource Management Agent according to rule; Said resource management Agent module: be deployed in each platform CTI Control Server; Scheduling, the switching command that responsible reception scheduling of resource Agent sends also carried out it, accomplishes the scheduling of resource, the switching of traffic, the switching of data base call request through revising CTI Control Server resource distribution file; Said resource detects the Agent module: be deployed in each platform CTI Control Server, be responsible for regularly (per 5 minutes) and gather data such as the relevant concurrent call number of this platform, concurrent number of seats and report scheduling of resource Agent.
Beneficial effect of the present invention:
Be the wasting of resources of avoiding inner each platform of customer service system, the busy not busy inequality of telephone traffic center traffic carrying capacity to bring; Improve security of system simultaneously; Jiangsu company of China Mobile research and in customer service system successful Application virtual integrated technique; The resource-sharing of implementation platform and two aspects of telephone traffic center and the backup functionality of meeting an urgent need each other are about to each separate platform and telephone traffic center " isolated island " and are transformed into the customer service system of one in logic, and then realize following function:
1) multicenter of platform resource is virtual integrated
1.1) all IVR platform device resources can be according to each the area dynamic dispatching of platform load condition cross-platform cross, fully shared device resource;
1.2) when causing a certain terrace part because of resettlement, accidental disaster and even all resource is unavailable, another platform center can smoothly fast quick-acting pipe, the emergent backup functionality between the platform of realization strange land;
2) multicenter of seat resource is virtual integrated
2.1) artificial telephone traffic can be according to multiple condition cross-platform trans-regional dynamic dispatchings between telephone traffic center such as the busy not busy degree of each telephone traffic center, class of business, at utmost shared seat resource;
2.2) because of resettlement, when accidental disaster causes a certain telephone traffic center unavailable, traffic can switch to the telephone traffic center of another platform dynamic smoothing, realizes the function of mutual disaster-tolerant backup between the telephone traffic center of strange land.
The virtual incorporate customer service system of multicenter is as an important component part of communication emergency guarantee system, and its foundation can be saved 3,000 ten thousand yuan construction investment, and the about 1,000 ten thousand yuan operation cost of annual saving.This project provides total solution for being stranded difficult problems such as scratching the relevant resource cross-platform cross area dynamic dispatching of call center's industry, platform and the emergent backup of telephone traffic center, can be applied to the construction of carrier class large scale call centring system.
Description of drawings
Fig. 1 is the virtual integrated customer service system sketch map of multicenter in the embodiment of the invention;
Fig. 2 is the virtual integrated customer service system basic principle figure of multicenter in the embodiment of the invention;
Fig. 3 is an intelligent Resource Control Center software function Organization Chart in the embodiment of the invention;
Fig. 4 is the backup sketch map of meeting an urgent need between platform in the embodiment of the invention;
Fig. 5 is a telephone traffic and save the corresponding relation figure between the number of seats in the embodiment of the invention.
Embodiment
Below in conjunction with accompanying drawing and embodiment the present invention is further described.
The target of the invention is exactly research and the virtual integrated technique of application multicenter in customer service system; Realize the resource-sharing and the backup functionality of meeting an urgent need each other between a plurality of platforms center and the telephone traffic center; Be about to each separate platform center and be transformed into the customer service system of one in logic with telephone traffic center " isolated island ", so meet an urgent need between realization equipment and the area dynamic dispatching of seat resource cross-platform cross, platform, function such as telephone traffic center disaster tolerance.
The virtual incorporate customer service system of multicenter realizes by main platform class and telephone traffic center level two-stage Intel Virtualization Technology, between first, second customer service system platform of the virtual main realization of wherein main platform class the dynamic dispatching of device resource and and the 3rd customer service system platform between emergent each other backup functionality; Telephone traffic dynamic dispatching and mutual disaster-tolerant backup function between the telephone traffic center of the virtual main realization of telephone traffic center level strange land specifically can be represented by Fig. 1.
The virtual incorporate principle of customer service system multicenter
Virtual integrated being meant through concentrated intelligent Resource Control Center software uniform dispatching of customer service system multicenter is scattered in the device resource at each platform center and the seat resource of each telephone traffic center; The overall situation that realizes resource share and disaster scenario under emergent backup functionality, its basic principle is as shown in Figure 2.
The customer service system device resource can calculate through the Erlang-B formula, and the seat resource can be calculated through the Erlang-C formula, and multicenter is virtual integratedly can save certain device resource and seat resource, is that example proves with the seat resource below.
At first introduce the Erlang-C formula that is used to calculate the call center services quality:
Parameter declaration:
P
c---calling needs the probability of wait.
E---traffic intensity.E=per second incoming call telephone traffic * average call holding time, as far as customer service system, the handling duration of average call holding time=duration of call+afterwards
N---seat number
According to the Erlang-C formula, the functional relation that can extrapolate Service Quality Metrics such as number of seats and traffic intensity, 15 seconds call completing rates, queuing be all long is (the reckoning process is omitted) as follows:
According to above formula, can design following form be used to calculate traffic intensity, with call completing rate one stable condition under number of seats.
Pass through the virtual integrated of intelligent Resource Control Center software, two separate strange land telephone traffic center are formed the telephone traffic center of logic one.According to the aforementioned calculation form; Can extrapolate in the certain situation of traffic intensity; The required number of seats of virtual incorporate telephone traffic center is less than independently two required number of seats summations of telephone traffic center; The big more several seat numbers saved of traffic intensity are many more, and following table calculates that according to part data list both corresponding relations:
As shown in Figure 5, be the corresponding relation figure between telephone traffic in the embodiment of the invention and the saving number of seats.
In addition, because asynchronous when independently two telephone traffic center are busy, total traffic was lower than telephone traffic summation when independently two telephone traffic center are busy when virtual incorporate telephone traffic center was busy, thereby had further saved number of seats.
The virtual incorporate technical scheme of customer service system multicenter realizes
The customer service system multicenter is virtual integrated main through intelligent Resource Control Center software realization, and this software function framework is as shown in Figure 3.
Do an explanation in the face of each assembly of intelligent Resource Control Center software down:
1) shared pool management: the reserved resources of each platform of unified management, funding source scheduling Agent uniform dispatching is distributed;
2) regulation management: be used to be provided with various scheduling rules;
3) scheduling of resource Agent: be responsible for regular (per 5 minutes) and detect Agent transmission handshake information to resource; Collect the concurrent call number of each platform, concurrent number of seats even load information; And running states of resources such as CTI, IVR, and be responsible for sending control commands such as scheduling of resource, traffic switching where necessary to each platform resource Management Agent according to rule;
4) resource management Agent: be deployed in each platform CTI Control Server; Scheduling, the switching command that responsible reception scheduling of resource Agent sends also carried out it, accomplishes the scheduling of resource, the switching of traffic, the switching of data base call request through revising CTI Control Server resource distribution file;
5) resource detects Agent: be deployed in each platform CTI Control Server, be responsible for regularly (per 5 minutes) and gather data such as the relevant concurrent call number of this platform, concurrent number of seats and report scheduling of resource Agent.
The virtual incorporate realization of platform resource multicenter
The platform device resource relates generally to the IVR resource, virtual integrated two aspects of meeting an urgent need each other between cross-platform cross area dynamic dispatching function and platform that are embodied in of platform resource.
The implementation method of platform resource cross-platform cross area dynamic dispatching is following:
1) sets through the rule in the intelligent Resource Control Center, each terrace part device resource is set at reserved resources in the shared pool, can also set the load threshold that is used to control dynamic dispatching in addition;
2) resource detection Agent regularly communicates by letter with each platform CTI Control Server, obtains the concurrent call volume of platform, concurrent number of seats even load data and reports scheduling of resource Agent;
3) scheduling of resource Agent is according to the loading condition of each platform, in conjunction with preset rule, calculates and is used to be dispensed to the reserved resources of high capacity platform and sends the scheduling of resource instruction to each platform resource Management Agent;
4) the resource management Agent of each platform write the reserved resources information of distributing in the scheduling of resource instruction in each platform CTI Control Server repository and dynamic load it;
5) application request is redistributed device resource by the configuration after upgrading;
Be that example is calculated the contrast of transforming the front and back resources requirement with the IVR passage below.The IVR port number can calculate according to following Erlang-B formula:
Parameter declaration:
P
c---calling needs the probability of wait, i.e. demand working rate is set to 99.999% here;
E---traffic intensity.E=per second incoming call telephone traffic * average call holding time
N---IVR port number
According to the Erlang-B formula, the substitution real data, result of calculation such as following table:
According to last table, can practice thrift the IVR port number of (427-352)/427=17.6% after the transformation.
Introduce the implementation method of virtual incorporate another part of platform resource " emergent backup between platform " below.
The backup functionality of first, second customer service platform has dual mode: the mode that traditional approach adopts two platforms to back up each other realizes, but this mode will inevitably cause the idle wastes of device resource such as a large amount of queue machine relayings as redundancy backup, IVR, playback.Therefore we have adopted the mode of " 1 is equipped with 2 ", promptly utilize the 3rd customer service system platform as the whole province's outgoing call marketing and 12580 platforms, hold a concurrent post the emergent backup platform of first, second customer service system platform simultaneously.When the customer service system platform because of reasons such as hardware fault when unavailable, can realize the emergent backup of customer service system platform by the 3rd customer service system platform and combined with intelligent Resource Control Center.The benefit of this operating mechanism is both to have guaranteed the safety of first, second customer service platform; Made full use of again as the resource of the 3rd platform that backs up platform and shared traffic load; Make the resource backup that originally possibly leave unused be able to play one's part to the full; Effectively improve utilization rate of equipment and installations, protected investment.To interrupt be example because of relocation equipment with first customer service platform, by the emergent backup platform of the 3rd customer service system as first customer service platform, can realize the uninterrupted basically of moving process, and it realizes that procedure declaration is following:
1) first gateway exchange that customer service platform connects is revised 10086 traffics and is routed to the 3rd customer service system;
2) configuration rule in intelligent Resource Control Center, the 10086 artificial traffic distribution modes that are provided with are for unconditionally being dispensed to second customer service system;
3) scheduling of resource Agent sends traffic scheduling rule setting command according to the rule of above-mentioned setting to each platform resource Management Agent;
4) the resource management Agent of each platform the traffic scheduling rule is write in each platform CTI Control Server repository and dynamic load it;
5) the 3rd customer service platform IVR flow process routes to second customer service platform with 10086 artificial traffics by the traffic rule after upgrading again;
6) economize telephone traffic center 1 all seats and be connected to second customer service platform through subsequent use relaying;
7) second customer service system is switched 10086 traffic distribution come with the 3rd customer service platform and is given the seat of economizing telephone traffic center 1;
Sketch map is as shown in Figure 4.
The virtual incorporate realization of seat resource multicenter
Virtual integrated following three aspects that are embodied in of seat resource multicenter:
1) telephone traffic dynamic dispatching: artificial telephone traffic can be according to multiple condition cross-platform trans-regional dynamic dispatchings between telephone traffic center such as the busy not busy degree of each telephone traffic center, levels of clients (like normal client, VIP client), class of business (like general service, complaint, group's business etc.), times;
2) the mutual disaster-tolerant backup of strange land telephone traffic center: when a certain telephone traffic center was unavailable, traffic can switch to the telephone traffic center of another platform dynamic smoothing, realized the function of mutual disaster-tolerant backup between the telephone traffic center of strange land;
At first introduce the realization principle of artificial telephone traffic dynamic dispatching.
1) configuration schedules is regular as follows in intelligent Resource Control Center software:
1.1) the common artificial telephone traffic of each platform is spilled over to another telephone traffic center when this platform seat is no-trunk;
1.2) all switch to second telephone traffic center for the phone of proprietary business such as complaint, group's business, dream network service;
1.3) switch to second telephone traffic center for the phone after 11 o'clock nights;
2) scheduling of resource Agent sends traffic scheduling rule setting command according to the rule of above-mentioned setting to each platform resource Management Agent;
3) the resource management Agent of each platform the traffic scheduling rule is write in each platform CTI Control Server repository and dynamic load it;
4) each platform IVR flow process routes to artificial traffic again by the traffic rule after upgrading and specifies the telephone traffic center seat.
Can realize common seat multicenter operation and functions such as the concentrated operation of special special seat and night shift seat list center such as do not busy equilibrium, " complaint special seat ", " group's special seat " according to above-mentioned principle, at utmost share seat resource, raising personnel utilance, cut operating costs, promote service quality.
Calculate the contrast of seat resources requirement before and after transforming below.
According to the Erlang-C formula, the variation relation that calculates the number of seats of economizing telephone traffic center 1 before transforming and 15 seconds call completing rates is as shown in the table:
Can find out from this table, guarantee that 15 seconds call completing rates are under 80% the prerequisite, economizing telephone traffic center 1, to need the number of seats of configuration be 463.
The variation relation of the number of seats of province's telephone traffic center 2 and 15 seconds call completing rates was as shown in the table before same principle was calculated and transformed:
Can find out from this table, guarantee that 15 seconds call completing rates are under 80% the prerequisite, economizing telephone traffic center 2, to need the number of seats of configuration be 515.
After the transformation, province's telephone traffic center 1 and province's telephone traffic center 2 are formed the telephone traffic center of one in logic, and the seat sum is as shown in the table with the variation relation calculating of 15 seconds call completing rates:
Can find out from last table; Because it is asynchronous when two telephone traffic center are busy; Appear at 8 o'clock evenings of May 1 during whole busy of telephone traffic center, telephone traffic is 27900 times when busy, and telephone traffic sum (15600+17200=32800 time) is under 80% the prerequisite in 15 seconds call completing rates of assurance when being lower than separately busy of two telephone traffic center; It is 799 that telephone traffic center integral body needs the number of seats of configuration, saves 179 (about 18.3%) than the number of seats 978 (463+515) of configuration before transforming.
Following table is actual disposition number of seats contrast before and after transforming:
| ? | Economize telephone traffic center 1 | Economize telephone traffic center 2 | Gather |
| Launch number of seats when doing before transforming | 480 | 530 | 1010 |
| Transform and launch number of seats when do in the back | 420 | 430 | 850 |
Promptly actual 160 of the seats (about 15.8%) of saving have reached Expected Results.
Utilize telephone traffic dynamic dispatching function can realize the disaster-tolerant backup between the telephone traffic center of strange land very easily.If telephone traffic center (is example to economize telephone traffic center 1) is because of certain reason when unavailable; The IVR flow process can be judged this platform telephone traffic center does not have available agent; So can artificial traffic be spilled over to second customer service system automatically according to the rule in the cti server repository; And be dispensed to province's telephone traffic center 2, thus realize taking over seamlessly between telephone traffic center, artificial traffic can not be interrupted basically.
The invention applies to the information system platform aspect with virtual integrated technique first; Autonomous Design intelligence Resource Control Center software; Realized that IVR, seat resource carry out cross-platform cross area dynamic dispatching function according to platform load, equipment operation situation; Both make full use of device resource, also improved the fault-tolerance of system; When unavailable, another platform center is quick-acting pipe soon at a certain platform center, realizes the emergent backup functionality between the platform of strange land; Realized that artificial telephone traffic can be according to multiple condition cross-platform trans-regional dynamic dispatchings between telephone traffic center such as the busy not busy degree of each telephone traffic center, levels of clients, class of business, nightwatch; Realize the multicenter operation of the cross-platform strange land of common seat and can accomplish functions such as busy not busy equilibrium, the concentrated operation of special special seat and night shift seat list center, at utmost share the seat resource, cut operating costs, promote service quality; When a certain telephone traffic center was unavailable, traffic can switch to the telephone traffic center of another platform dynamic smoothing, realized the function of mutual disaster-tolerant backup between the telephone traffic center of strange land.
The applicant began the virtual incorporate research of customer service system multicenter and puts into practice work in July, 2005; Realized the cross-platform dynamic dispatching function of device resource in November, 2005; And successfully tackle repeatedly equipment fault incident, monthly fault is lasted by 91.2 minutes and was reduced to 54.5 minutes; The first half of the year in 2006, utilize telephone traffic dynamic equalization mechanism, realize the hybrid junction of Changzhou, southern Jiangsu traffic and other northern Suzhou traffic through the cross-platform mutual overflow technique of traffic; Realize concentrating of the VIP of the whole province seat night shift successively, tested the single center of night shift and concentrated operation; During the Spring Festival in 2007; This system plays one's part to the full; Realized that telephone traffic carries out dynamic dispatching automatically according to the busy not busy degree of seat between the telephone traffic center of strange land, thereby under the situation of not extra increase seat and human resources, successfully tackled hot line traffic peak in the Spring Festival; The applicant will move the first customer service platform office location second half year in 2007, will use the emergent back mechanism of main platform class to realize the emergent of first customer service platform when the time comes, guarantee that customer service does not interrupt because of the location resettlement of office of system.
The virtual incorporate customer service system of multicenter is as an important component part of the whole province's communication emergency guarantee system; Being established as to be stranded and scratching call center's industry relevant devices difficult problems such as backup of meeting an urgent need with the area dynamic dispatching of seat resource cross-platform cross, platform and telephone traffic center total solution is provided of it can be applied to the construction of carrier class large scale call centring system.
Economic benefit:
1) because of having realized the cross-platform dynamic dispatching function of device resource, it is about 15% that customer service system terrace part utilization rate of equipment and installations improves, and saved dilatation and invested 1,200 ten thousand yuan;
2) utilize the 3rd customer service platform double as of carrying 12580 and outbound call service to back up platform; Given full play to economic benefit as the 3rd customer service platform of resource backup; Transfer first, second customer service platform to master as the resource that backs up in the original plan and need not new dilatation, directly saved dilatation and invested 2,000 ten thousand yuan with resource;
3) utilize artificial telephone traffic dynamic equalization mode to realize backuping each other between two load sharing telephone traffic center, build the mode of disaster tolerance telephone traffic center with tradition separately and compare, about 6,000 ten thousand yuan of the investment of saving civil engineering, equipment aspect;
Night shift number in live traffic center is 160 people, through introducing the operation mode that concentrate at the single center of seat night shift, only need to estimate 130 people, saves night shift number 30 people; By 2 operators' calculating of class's seat configuration every night, can save operator 60 people; Annual cost is calculated by 2.5 ten thousand per capita, estimates every year and can practice thrift 1,300,000; In addition, the more original pattern of the single center operation of seat class can be practiced thrift 500,000 yuan in expectation aspect the administrative expenses such as electric power, security personnel every year; Launching number of seats when at present telephone traffic center is busy is 1010, launches seat when busy behind the telephone traffic dynamic equalization and can reduce to 850 and adopt, and 2 operators of every seat configuration, annual cost is by 2.5 ten thousand yuan of calculating per capita, estimates annually to practice thrift 9,000,000; Therefore, year economic benefit amounts to and is about 1,080 ten thousand yuan.
Social benefit:
1) aspect at the platform center; The foundation of the emergent back mechanism of the cross-platform dynamic dispatching of device resource and main platform class; Improved the fault-tolerance of customer service system greatly; Monthly fault lasts by 91.2 minutes and was reduced to 54.5 minutes, guaranteed customer service system master's platform stable, reliable, the operation that continues; The emergent back mechanism of telephone traffic center level realizes the disaster-tolerant backup between two telephone traffic center with zero investment, and the customer service quality improves in both companies that are combined into provides powerful guarantee, obtains obvious social;
2) in the telephone traffic center aspect, two in the heart telephone traffic dynamic equalization art technology the enforcement strong guarantee hot line call completing rate when causing bursts of traffic because of reasons such as festivals or holidays, marketing activities, improved CSAT; Economize the far ultra service ability of telephone traffic center 1 telephone traffic during the Spring Festival in the past; Call completing rate has only 50.36%; And pass through after this project implementation after the dynamic equalizing technology of two centers, under the prerequisite of two telephone traffic center seats of not extra increase and personnel's total amount, the telephone traffic of economizing outside telephone traffic center 1 service ability is spilled over to province's telephone traffic center 2; Call completing rate brings up to 80.64%, the fine re-set target that realized;
Operation is concentrated at single center of special seat such as VIP, complaint, with the most difficult business of grasping and service set management, reduces the work difficulty of foreground normal client representative greatly, and foreground customer representative's average call duration was reduced to 65 seconds from 78 seconds, had saved 17% resource.
Though the present invention with preferred embodiment openly as above; But they are not to be used for limiting the present invention; Anyly have the knack of this art; In spirit that does not break away from the present invention and scope, certainly when can doing various variations or retouching, so being as the criterion of should being defined with the application's claim protection range of protection scope of the present invention.
Claims (6)
1. virtual incorporate implementation method of customer service system multicenter, it by customer service platform level multicenter virtual with the virtual realization of telephone traffic center level multicenter, it is characterized in that,
The virtual device resource that is scattered in the customer service platform center through intelligent Resource Control Center uniform dispatching that is meant of said customer service platform level multicenter is realized emergent backup between the platform under customer service platform trans-regional dynamic dispatching of resource customer service platform and the disaster scenario;
Said telephone traffic center level multicenter is virtual to be meant through the telephone traffic center of intelligent Resource Control Center with at least two separate strange land telephone traffic center composition logic one, realizes telephone traffic dynamic dispatching and the mutual disaster-tolerant backup of strange land telephone traffic center between the telephone traffic center of strange land;
Said intelligent Resource Control Center comprises:
The shared pool management: the reserved resources of unified management customer service platform, funding source scheduling broker Agent uniform dispatching is distributed;
Regulation management: be used to be provided with various scheduling rules;
Scheduling of resource is acted on behalf of Agent: be responsible for regularly detecting to resource acting on behalf of Agent transmission handshake information; Collect concurrent call number, the concurrent number of seats load information of customer service platform; And the CTI of communication computer integrated software, automatic speech interactive software IVR running states of resources, and be responsible for sending scheduling of resource, the instruction of traffic switching controls to customer service platform resource management agent Agent according to scheduling rule;
Resource management agent Agent: be deployed in the customer service platform communication computer CTI of integrated software Control Server; Be responsible for to receive scheduling of resource and act on behalf of scheduling of resource, the order of traffic switching controls that Agent sends and carry out it, accomplish the scheduling of resource, the switching of traffic, the switching of data base call request through revising the communication computer CTI of integrated software Control Server resource distribution file;
Resource detects and acts on behalf of Agent: be deployed in the customer service platform communication computer CTI of integrated software Control Server, be responsible for regularly gathering the relevant concurrent call number of this platform, concurrent number of seats data and reporting scheduling of resource to act on behalf of Agent.
2. the virtual incorporate implementation method of customer service system multicenter according to claim 1 is characterized in that, the trans-regional dynamic dispatching concrete steps of said customer service platform resource customer service platform:
Setting through the scheduling rule in the intelligent Resource Control Center, is reserved resources in the shared pool with customer service platform equipment component resource settings, and sets the load threshold that is used to control dynamic dispatching;
The resource detection is acted on behalf of Agent and is regularly communicated by letter with the customer service platform communication computer CTI of integrated software Control Server, obtains the concurrent call volume of platform, concurrent number of seats load data and reports scheduling of resource to act on behalf of Agent;
Scheduling of resource is acted on behalf of the loading condition of Agent according to customer service platform, in conjunction with predefined scheduling rule, calculates the reserved resources that is used to be dispensed to the high capacity platform and sends the scheduling of resource instruction to customer service platform resource management agent Agent;
The resource management agent Agent of customer service platform write the reserved resources information of distributing in the scheduling of resource instruction in the customer service platform communication computer CTI of the integrated software Control Server repository and dynamic load it;
Application request is redistributed device resource by the configuration after upgrading.
3. the virtual incorporate implementation method of customer service system multicenter according to claim 1 is characterized in that, emergent backup concrete steps between the platform under the said disaster scenario:
First gateway exchange that customer service platform connects is revised traffic and is routed to the 3rd customer service platform;
The configuration schedules rule is provided with artificial traffic distribution mode for unconditionally being dispensed to second customer service platform in intelligent Resource Control Center;
Scheduling of resource is acted on behalf of the scheduling rule of Agent according to above-mentioned setting, sends traffic scheduling rule setting command to customer service platform resource management agent Agent;
The resource management agent Agent of customer service platform the traffic scheduling rule is write in the customer service platform communication computer CTI of the integrated software Control Server repository and dynamic load it;
The 3rd customer service platform automatic speech interactive software IVR flow process routes to second customer service platform with artificial traffic by the traffic scheduling rule after upgrading again;
Telephone traffic center one all seats are connected to second customer service platform through subsequent use relaying;
Second customer service platform switches the traffic distribution of coming with the 3rd customer service platform gives the seat of telephone traffic center one.
4. the virtual incorporate implementation method of customer service system multicenter according to claim 1 is characterized in that, telephone traffic dynamic dispatching concrete steps between the telephone traffic center of said strange land:
Configuration schedules rule in intelligent Resource Control Center, rule one, the common artificial telephone traffic of customer service platform are spilled over to telephone traffic center two when this platform seat is no-trunk; Rule two, for complain, group is professional, the phone proprietary business of dream network service all switches to telephone traffic center two; The rule three, switch to telephone traffic center two for the phone after 11 o'clock nights;
Scheduling of resource is acted on behalf of Agent according to the scheduling rule of setting, and sends traffic scheduling rule setting command to customer service platform resource management agent Agent;
The resource management agent Agent of customer service platform the traffic scheduling rule is write in the customer service platform communication computer CTI of the integrated software Control Server repository and dynamic load it;
Customer service platform automatic speech interactive software IVR flow process routes to artificial traffic again by the traffic scheduling rule after upgrading and specifies the telephone traffic center seat.
5. the virtual incorporate implementation method of customer service system multicenter according to claim 1 is characterized in that the mutual disaster-tolerant backup of telephone traffic center of said strange land is meant; If telephone traffic center; Be telephone traffic center one, because of certain reason when unavailable, the automatic speech interactive software IVR flow process on the customer service platform can be judged this platform telephone traffic center is not had available agent; Scheduling rule according in the platform communication computer integrated software cti server repository is spilled over to second customer service platform automatically with artificial traffic; And be dispensed to the telephone traffic center two of native system, and realize taking over seamlessly between telephone traffic center, artificial traffic can not be interrupted.
6. virtual incorporate customer service system of multicenter, it comprises the virtual integral system of customer service platform level multicenter, the virtual integral system of telephone traffic center level multicenter and intelligent Resource Control Center, it is characterized in that,
The virtual integral system of said customer service platform level multicenter comprises the first customer service system platform, the second customer service system platform, the 3rd customer service system platform; Device resource is realized dynamic dispatching through intelligent Resource Control Center between first, second customer service system platform, the emergent each other backup between first, second customer service system platform and the 3rd customer service system platform;
The virtual integral system of said telephone traffic center level multicenter comprises at least two strange land telephone traffic center, realizes telephone traffic dynamic dispatching and mutual disaster-tolerant backup through intelligent Resource Control Center between the telephone traffic center of strange land;
Said intelligent Resource Control Center comprises that shared pool administration module, rules administration module, scheduling of resource act on behalf of Agent module, resource management agent Agent module, resource and detect and act on behalf of the Agent module; Said shared pool administration module: the reserved resources of unified management customer service platform, funding source scheduling broker Agent uniform dispatching is distributed; Said rules administration module: be used to be provided with various scheduling rules; Said scheduling of resource is acted on behalf of the Agent module: be responsible for regularly detecting to resource acting on behalf of Agent transmission handshake information; Collect concurrent call number, the concurrent number of seats load information of customer service platform; And the CTI of communication computer integrated software, automatic speech interactive software IVR running states of resources, and be responsible for sending scheduling of resource, the instruction of traffic switching controls to customer service platform resource management agent Agent according to scheduling rule; Said resource management agent Agent module: be deployed in the customer service platform communication computer CTI of integrated software Control Server; Be responsible for to receive scheduling of resource and act on behalf of said scheduling of resource, the instruction of traffic switching controls that Agent sends and carry out it, accomplish the scheduling of resource, the switching of traffic, the switching of data base call request through revising the communication computer CTI of integrated software Control Server resource distribution file; Said resource detects and acts on behalf of the Agent module: be deployed in the customer service platform communication computer CTI of integrated software Control Server, be responsible for regularly gathering the relevant concurrent call number of this platform, concurrent number of seats data and reporting scheduling of resource to act on behalf of Agent.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN 200810124182 CN101330544B (en) | 2008-06-17 | 2008-06-17 | Method for implementing multi-center virtual integration of passenger service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN 200810124182 CN101330544B (en) | 2008-06-17 | 2008-06-17 | Method for implementing multi-center virtual integration of passenger service system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN101330544A CN101330544A (en) | 2008-12-24 |
| CN101330544B true CN101330544B (en) | 2012-09-05 |
Family
ID=40206121
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN 200810124182 Active CN101330544B (en) | 2008-06-17 | 2008-06-17 | Method for implementing multi-center virtual integration of passenger service system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN101330544B (en) |
Families Citing this family (18)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101448047B (en) * | 2008-12-31 | 2013-01-23 | 中国建设银行股份有限公司 | Telephone bank calling system and total control equipment |
| CN101645800B (en) * | 2009-08-20 | 2011-09-21 | 中兴通讯股份有限公司 | Upgrading method and system of computer telecommunication integrated device |
| CN102025684B (en) * | 2009-09-21 | 2013-12-04 | 华为技术有限公司 | License control method, device and system |
| CN102137197B (en) * | 2010-01-26 | 2014-04-09 | 中国移动通信集团设计院有限公司 | Seat and working method thereof |
| CN102238290B (en) * | 2010-04-21 | 2014-04-02 | 华为技术有限公司 | Call processing method, device and system |
| CN102509195A (en) * | 2011-11-21 | 2012-06-20 | 携程计算机技术（上海）有限公司 | Digitalized management platform for call center |
| CN102521718A (en) * | 2012-01-12 | 2012-06-27 | 江苏电力信息技术有限公司 | Operation monitoring device for an intelligent power customer service system |
| TW201342294A (en) * | 2012-04-11 | 2013-10-16 | jian-zhong Yue | Network instant customer servicing method |
| CN104144070B (en) * | 2013-05-10 | 2018-04-10 | 中国电信股份有限公司 | Cloud call center system and its dynamic disaster recovery method, kernel scheduling equipment |
| CN105409262B (en) | 2014-06-30 | 2019-11-22 | 华为技术有限公司 | Terminal management method and the network equipment |
| CN105323393B (en) * | 2014-09-01 | 2018-08-21 | 中国移动通信集团江苏有限公司 | A kind of implementation method and device of call center |
| CN104320551A (en) * | 2014-11-05 | 2015-01-28 | 中国建设银行股份有限公司 | Service processing method for call center routing and network equipment |
| CN104751340B (en) * | 2015-03-25 | 2020-06-05 | 北京京东尚科信息技术有限公司 | Customer service component flow method and system |
| CN107301466A (en) * | 2016-04-15 | 2017-10-27 | 中国移动通信集团四川有限公司 | To business load and resource distribution and the Forecasting Methodology and forecasting system of property relationship |
| CN111669341B (en) * | 2016-08-30 | 2024-03-15 | 创新先进技术有限公司 | Internet resource scheduling method and device |
| CN106453978B (en) * | 2016-09-26 | 2019-06-18 | 携程旅游信息技术（上海）有限公司 | The method that call center system and its realization strange land are lived more |
| CN107888784A (en) * | 2017-11-22 | 2018-04-06 | 链家网（北京）科技有限公司 | A kind of method and server of dynamically distributes number |
| CN111800415B (en) * | 2020-07-03 | 2022-08-12 | 上海浦东发展银行股份有限公司 | Call control system, method, equipment and storage medium based on soft switch |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5884032A (en) * | 1995-09-25 | 1999-03-16 | The New Brunswick Telephone Company, Limited | System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent |
| CN1353544A (en) * | 2000-11-10 | 2002-06-12 | 华为技术有限公司 | Video communication service system, video communication service operation method and service center |
| CN1780416A (en) * | 2004-11-18 | 2006-05-31 | 中兴通讯股份有限公司 | Method for realizing regional dispatch in grouped system |
| CN101150419A (en) * | 2007-11-12 | 2008-03-26 | 中国电信股份有限公司 | A new generation call center system and automatic service realization method |
-
2008
- 2008-06-17 CN CN 200810124182 patent/CN101330544B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5884032A (en) * | 1995-09-25 | 1999-03-16 | The New Brunswick Telephone Company, Limited | System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent |
| CN1353544A (en) * | 2000-11-10 | 2002-06-12 | 华为技术有限公司 | Video communication service system, video communication service operation method and service center |
| CN1780416A (en) * | 2004-11-18 | 2006-05-31 | 中兴通讯股份有限公司 | Method for realizing regional dispatch in grouped system |
| CN101150419A (en) * | 2007-11-12 | 2008-03-26 | 中国电信股份有限公司 | A new generation call center system and automatic service realization method |
Also Published As
| Publication number | Publication date |
|---|---|
| CN101330544A (en) | 2008-12-24 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN101330544B (en) | Method for implementing multi-center virtual integration of passenger service system | |
| CN101715027B (en) | Customer service system and method for power system | |
| CN102413251B (en) | Large-scale distributed call center system | |
| CN103825931A (en) | Customer relationship management system based on cloud call center | |
| CN101610322A (en) | Based on multi-platform call center and call access method | |
| CN101582795B (en) | Method for realizing double dispatch command center system in IP network | |
| CN104580760A (en) | CTI (computer telephony integration) call center platform | |
| CN105302792B (en) | A kind of voice platform framework method of adjustment | |
| CN102447580B (en) | Group networking dispatching system and dispatching method thereof | |
| Shvedov et al. | Methods for improving the efficiency of information and communication networks | |
| CN107609661A (en) | Electric power first-aid class dispatches and workform management system, emergency first-aid repair maneuvering platform | |
| CN201869372U (en) | Triple-play mobile trunking communication system | |
| CN112261235A (en) | Cloud call center platform based on FreeWITCH | |
| CN103338239A (en) | Distributed call-center system and seat control method thereof | |
| CN111756937B (en) | Power supply service center IMS dispatching command agent system and method | |
| CN101931715B (en) | Customer service system and cross-platform monitoring method therein | |
| CN204190825U (en) | A kind of two business voice service systems based on equipment redundancy | |
| CN201504271U (en) | Customer service system for power system | |
| CN201504268U (en) | Relay access system for power customer service system | |
| Mohammed | Development of approaches to ensure reliable emergency communications in emergencies | |
| CN103269461A (en) | Large-scale call center trunk circuit access system | |
| CN112600979A (en) | Power supply service hotline telephone call emergency management method and system | |
| CN217335603U (en) | Intelligent fusion gateway for power supply service command | |
| CN203205872U (en) | Power grid anti-accident maneuver system | |
| CN104580759B (en) | A kind of electric power customer service IVR tolerant system and method |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant |