CN101448047B - Telephone bank calling system and total control equipment - Google Patents
Telephone bank calling system and total control equipment Download PDFInfo
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- CN101448047B CN101448047B CN 200810192911 CN200810192911A CN101448047B CN 101448047 B CN101448047 B CN 101448047B CN 200810192911 CN200810192911 CN 200810192911 CN 200810192911 A CN200810192911 A CN 200810192911A CN 101448047 B CN101448047 B CN 101448047B
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Abstract
The invention provides a telephone bank calling system and total control equipment, wherein, a plurality of calling system centres are arranged in the telephone bank calling system, the calling system centres are all connected with a plurality of telephone bank access centres, and a telephone bank calling request accessed by the plurality of telephone bank access centres is processed according to a preset load sharing strategy; when one of the calling system centres malfunctions, the other calling system centres are used for realizing redundant protection for the malfunctioned calling system centre, thus improving the anti-disaster capability and reliability of the telephone bank calling system; meanwhile, by arranging the total control equipment in the telephone bank calling system, centralized monitoring, management and maintenance of each position centre and each calling system centre in the system are realized.
Description
Technical field
The present invention relates to network communication field, especially design a kind of telephone bank calling system and total control equipment.
Background technology
High speed development along with e-commerce technology, Call Center (call center) is just becoming the competitive emphases of China and foreign countries bank for the autonomous service system of client of representative, how guaranteeing service quality, improve user's susceptibility, is that each bank all dare not be despised.
The characteristics that existing telephone bank calling system is concentrated in a large number according to business datum are set up a call center system that the whole nation is unified in the whole nation, prefectures and cities' row only is responsible for audio access.The client dials local local telephone network, call is passed to the calling system center by the IP data network, provide service by the calling system center, service request data is sent to the calling system center, unified processing of transaction processing system by unified calling system center asked, then the result is turned back to this districts and cities, so both guaranteed focusing on of customer call, saved the mass communication expense by ip voice again.
The inventor finds that above-mentioned prior art is that a national centre sets up a call center system in realizing process of the present invention, single system center unfailing performance is relatively poor, in case because accident when causing loss of data, possibly can't recover.
Summary of the invention
In view of the existing problem of above-mentioned prior art, provide a kind of telephone bank calling system and total control equipment, with the reliability that improves telephone bank calling system and the centralized monitor management that realizes telephone bank system.
In order to solve the problems of the technologies described above, the invention provides a kind of telephone bank calling system, comprising:
A plurality of telephone banks access center is used for realizing the access of converging of each department telephone bank call request;
A plurality of mutually redundant calling systems center, described a plurality of calling systems center all is connected with described a plurality of telephone banks access centers simultaneously, be used for according to predefined load sharing strategy processing by telephone bank's call request of described a plurality of telephone banks access center access, when break down in one of them calling system center, other calling system center is used for redundancy protecting is realized at described calling system center of breaking down;
A plurality of seats center is connected with described a plurality of calling systems center, and being used for provides the artificial speech service to telephone bank's call request of described a plurality of calling system center processing;
Overall control center is connected in described a plurality of calling systems center, is used for monitoring operation and Business Processing are carried out in a plurality of seats center that is connected in described a plurality of calling systems center.
Simultaneously the present invention also provides a kind of total control equipment, comprising:
The operation monitoring module is used for a plurality of system centres and each seat center are carried out operation monitoring;
The Realtime Alerts module is used for system failure warning is carried out at described a plurality of system centres and each seat center of described operation monitoring module monitors;
Statistical analysis module is used for the operation data at each seat center is carried out statistical analysis;
Service Processing Module is used for the canonical parameter at described each seat center is processed maintenance and telephone traffic scheduling.
Implement the present invention; by a plurality of calling system centers that backup each other are set in telephone bank calling system; described a plurality of calling systems center all is connected with a plurality of telephone banks access centers simultaneously; according to predefined load sharing strategy the telephone bank's call request that accesses by described a plurality of telephone banks access center is processed; when break down in one of them calling system center; other calling system center is used for redundancy protecting is realized at described calling system center of breaking down; combating a natural disaster property and the reliability of telephone bank calling system have been improved; by total control equipment is set, realized the centralized monitor to each seat center and calling system center in the system simultaneously in telephone bank calling system; management and maintenance.
Description of drawings
In order to be illustrated more clearly in the present invention or technical scheme of the prior art, the below will do to introduce simply to the accompanying drawing of required use in embodiment or the description of the Prior Art, apparently, accompanying drawing in the following describes only is some embodiments of the present invention, for those of ordinary skills, under the prerequisite of not paying creative work, can also obtain according to these accompanying drawings other accompanying drawing.
Fig. 1 is the composition schematic diagram of first embodiment of the invention telephone bank calling system;
Fig. 2 is a kind of total control equipment structural representation of the embodiment of the invention.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the invention, the technical scheme in the embodiment of the invention is clearly and completely described, obviously, described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those of ordinary skills belong to the scope of protection of the invention not making the every other embodiment that obtains under the creative work prerequisite.
Fig. 1 is the composition schematic diagram of first embodiment of the invention telephone bank calling system; so that being set in telephone bank calling system, two calling system centers describe as the technical scheme of example to the embodiment of the invention in this example; it will be appreciated by those skilled in the art that other technical scheme that two above calling system centers are set also belongs to the present invention's scope required for protection, this routine described telephone bank calling system comprises:
A plurality of telephone banks access center, telephone bank access center 20,21,22 as shown in fig. 1 is used for realizing the access of converging of each department telephone bank call request;
The first calling system center 10 and the second calling system center 11; described the first calling system center 10 backups each other with described the second calling system center 11; center 20 is all accessed with described telephone bank simultaneously in described the first calling system center 10 and described the second calling system center 11; 21; 22 connect; be used for according to predefined load sharing strategy accessing center 20 by described telephone bank; 21; telephone bank's call request of 22 accesses is processed; when break down in one of them calling system center, another calling system center is used for redundancy protecting is realized at described calling system center of breaking down.
Herein, the first calling system center 10 and the second calling system center 11 communicate by communication link, two calling system centers simultaneously externally, backup each other, when break down in one of them calling system center, another calling system center is used for redundancy protecting is realized at described calling system center of breaking down; The load balancing amount at each calling system center is distributed according to predefined load sharing strategy, this setting principle of sharing strategy is that this strategy is so that two calling system center throughputs are optimum, general two calling system central loadings are balanced, the access speech channel at each telephone bank access center can by revising configuration, be delivered to different calling system center processing.
The described telephone bank calling system of present embodiment also comprises a plurality of seats center that is connected with described the first calling system center 10 and described the second calling system center 11 simultaneously, seat center 30,31,32 as shown in fig. 1 is used for providing the artificial speech service to telephone bank's call request of described the first calling system center 10 and/or described the second calling system center 11 processing.
Herein, described seat center 30,31,32 is used for bearing the manual service at the access center that does not possess the service support of seat seat and the switching manual service that flow overflows the seat center, seat seat person carries out grouping management according to transaction classification and technical ability, supports VIP custom queueing priority principle.
The described telephone bank calling system of present embodiment also comprises the overall control center 40 that is connected in described the first calling system center 10 and described the second calling system center 11, is used for monitoring operation and Business Processing are carried out in a plurality of seats center that is connected in described the first calling system center 10 and described the second calling system center 11.
The described telephone bank system of present embodiment also comprises the backend systems 50 that is connected with the first calling system center 10 and described the second calling system center 11 simultaneously, is used to described the first calling system center 10 and described the second calling system center 11 that the Back end data supporting is provided.
Described overall control center 40 possesses the ability that monitoring management is carried out at a plurality of system centres of described telephone bank calling system and seat seat center, possesses monitoring operation, Realtime Alerts, Business Processing and data statistic analysis four partial functions.Described overall control center 40 is a total control equipment, below in conjunction with Fig. 2 total control equipment 40 is described in detail.
Referring to Fig. 2, be a kind of total control equipment structural representation of the embodiment of the invention, described total control equipment 40 specifically comprises such as lower module:
Operation monitoring module 401 is used for operation monitoring is carried out at described the first calling system center 10 and described the second calling system center 11 and each seat center;
Concrete, described monitoring operation comprises service operation monitoring, system's operation monitoring and network operation monitoring.Described monitoring operation module 401 specifically comprises:
Service operation monitoring submodule 4011 is used for the manual telephone system business service at each seat center is monitored;
Herein, described service operation monitoring submodule 4011 need to be monitored the caller client situation at each seat seat center, main monitoring acquisition index comprises: service level, automatic voice responsion system (InteractiveVoice Response, IVR) come electric weight, the IVR amount of abandoning, the IVR abandonment rate, IVR transcoder client service representative (Customer Service Representative, CSR) amount, the IVR concurrency, the CSR amount of answering, the CSR amount of abandoning, the maximum concurrency of peak IVR, the CSR abandonment rate, current phone queuing quantity, the longest current queuing time, average queuing time, abandon time etc.; Simultaneously described service operation monitoring submodule 4011 need to be monitored the working condition of each seat seat center technical ability group, mainly monitors acquisition index and comprises: average Traffic handling time, average holding time, on average afterwards processing time, average answering time, abandon time, average outgoing call time, outgoing call total amount, outgoing call success rate, power rate, vacationette rate etc.; Described service operation monitoring submodule 4011 also needs the operating state of each each seat seat of seat seat center is monitored in addition, mainly monitors acquisition index and comprises: the logging in number, do not log in number of seat seat, incoming call conversation number, outgoing call number, vacationette number, afterwards process number, hold line number, internal forwarding (consulting) number, meeting number, ring number, idle number etc.
System's operation monitoring submodule 4012 is used for the equipment running status at described the first calling system center 10 and described the second calling system center 11 is monitored;
Herein, described system operation monitoring submodule 4012 needs CPU, the internal memory to equipment such as the switch in described the first calling system center 10 and described the second calling system center 11, cti servers, the resource service data of hard disk to carry out the acquisition monitoring analysis, judges whether monitored object normally moves.
Network operation monitoring submodule 4013 is used for the communication situation at 11 at each seat center and the first calling system center 10 and described the second calling system center is monitored.
Herein, described network operation monitoring submodule 4013 need to be monitored the communication situation between each seat seat center and system centre.
Realtime Alerts module 402 is used for that the system failure is carried out at the described first calling system center 10 of described operation monitoring module monitors, described the second calling system 11 and each seat center and reports to the police;
Concrete, described Realtime Alerts module 402 needs report to the police to the hardware system fault, as: cti server interruption, network interruption, circuit supersaturation, server do not respond etc.; Simultaneously, described Realtime Alerts module 402 needs report to the police to the software systems fault, as: monitoring software and server disconnecting, recording software can not normally be recorded etc.; Described Realtime Alerts module 402 also needs to report to the police to the operation data state is undesired in addition, is lower than the regulation number such as the online number of seat seat, seat seat abnormal state, and the amount of abandoning is excessively high.
Statistical analysis module 403 is used for the operation data at each seat center is carried out statistical analysis;
Concrete, described statistical analysis module 403 is by extracting the operation data at each seat center of full row, and the data analysis to extracting, as analyze a certain section each center of time the telephone traffic tendency or with contrast situation of the same period etc. last year.Described operation data extracts with report form, report form type comprises: telephone traffic annual report, monthly magazine, daily paper, automatic call distribute (Automatic Call Distribution, ACD) traffic report (technical ability group), ACD traffic report (administrative group), employee to show form, client service center's service state moon form, formation calling monthly magazine, daily paper etc.
Service Processing Module 404 is used for the canonical parameter at described each seat center is processed maintenance and telephone traffic scheduling.
Concrete, described Service Processing Module 404 is concentrated the canonical parameter at each seat seat center is processed maintenance, telephone traffic is dispatched, described Service Processing Module 404 can be processed maintenance and traffic scheduling accordingly based on the monitored results of described operation monitoring module 401 or the statistics of described statistical module 403, and described Service Processing Module 404 mainly comprises following two submodules:
Canonical parameter is safeguarded submodule 4041, is used for the canonical parameter at each seat center is processed maintenance
Herein, described canonical parameter safeguards that submodule 4041 needs the service class canonical parameter such as the Systems Operator, technical ability grouping, routing policy to each seat seat center to safeguard.
Telephone traffic dispatch deal submodule 4042 is used for realization to the United Dispatching of each seat center telephone traffic.
Herein, described telephone traffic dispatch deal submodule 4042 reasonably distributes telephone traffic in each seat seat in real time in the heart according to current telephone traffic and each center human resources configuration situation.
Implement the embodiment of the invention; by being set in telephone bank calling system, two mutually redundant the first calling system centers reach and the second calling system center; described the first calling system center and described the second calling system center all are connected with a plurality of telephone banks access centers simultaneously; according to predefined load sharing strategy the telephone bank's call request that accesses by described a plurality of telephone banks access center is processed; when break down in one of them calling system center; another calling system center is used for redundancy protecting is realized at described calling system center of breaking down; combating a natural disaster property and the reliability of telephone bank calling system have been improved; by total control equipment is set, realized the centralized monitor to each seat center and calling system center in the system simultaneously in telephone bank calling system; management and maintenance.
Above disclosed is a kind of preferred embodiment of the present invention only, certainly can not limit with this interest field of the present invention, and the equivalent variations of therefore doing according to claim of the present invention still belongs to the scope that the present invention is contained.
Obviously, those skilled in the art can carry out various changes and modification to the present invention and not break away from the spirit and scope of the present invention.Like this, if of the present invention these are revised and modification belongs within the scope of claim of the present invention and equivalent technologies thereof, then the present invention also is intended to comprise these changes and modification interior.
Claims (7)
1. a telephone bank calling system is characterized in that, comprising:
A plurality of telephone banks access center is used for realizing the access of converging of each department telephone bank call request;
A plurality of mutually redundant calling systems center, described a plurality of calling systems center all is connected with described a plurality of telephone banks access centers simultaneously, be used for according to predefined load sharing strategy processing by telephone bank's call request of described a plurality of telephone banks access center access, when break down in one of them calling system center, other calling system center is used for redundancy protecting is realized at described calling system center of breaking down;
A plurality of seats center is connected with described a plurality of calling systems center, and being used for provides the artificial speech service to telephone bank's call request of described a plurality of calling system center processing;
Overall control center is connected in described a plurality of calling systems center, is used for monitoring operation and Business Processing are carried out in a plurality of seats center that is connected in described a plurality of calling systems center,
Wherein, overall control center comprises:
The operation monitoring module, be used for described a plurality of system centres and each seat center are carried out operation monitoring, specifically comprise the service operation monitoring submodule of monitoring for to the manual telephone system business service at each seat center, be used for system's operation monitoring submodule that the equipment running status at described a plurality of calling systems center is monitored and be used for each seat center and network operation monitoring submodule that described a plurality of calling system communication situation is in the heart monitored, wherein said service operation monitoring submodule comprises the caller client situation to each seat seat center, the operating state of the working condition of each seat seat center technical ability group and each each seat seat of seat seat center is monitored;
The Realtime Alerts module is used for system failure warning is carried out at described a plurality of system centres and each seat center of described operation monitoring module monitors;
Statistical analysis module is used for the operation data at each seat center is carried out statistical analysis;
Service Processing Module is used for the canonical parameter at described each seat center is processed maintenance and telephone traffic scheduling.
2. the system as claimed in claim 1 is characterized in that, described Service Processing Module comprises:
Canonical parameter is safeguarded submodule, is used for the canonical parameter at each seat center is processed maintenance;
Telephone traffic dispatch deal submodule is used for realization to the United Dispatching of each seat center telephone traffic.
3. the system as claimed in claim 1 is characterized in that, also comprises the backend systems that is connected with described a plurality of calling systems center simultaneously, is used to described a plurality of calling systems center that the Back end data supporting is provided.
4. the system as claimed in claim 1 is characterized in that, described a plurality of calling systems center communicates by communication link.
5. such as the described system of claim 1 to 4 Arbitrary Term, it is characterized in that described a plurality of calling systems center is two calling system centers.
6. a total control equipment is characterized in that, comprising:
The operation monitoring module, be used for a plurality of system centres and each seat center are carried out operation monitoring, specifically comprise the service operation monitoring submodule of monitoring for to the manual telephone system business service at each seat center, be used for system's operation monitoring submodule that the equipment running status at described a plurality of calling systems center is monitored and be used for each seat center and network operation monitoring submodule that described a plurality of calling system communication situation is in the heart monitored, wherein said service operation monitoring submodule comprises the caller client situation to each seat seat center, the operating state of the working condition of each seat seat center technical ability group and each each seat seat of seat seat center is monitored;
The Realtime Alerts module is used for system failure warning is carried out at described a plurality of system centres and each seat center of described operation monitoring module monitors;
Statistical analysis module is used for the operation data at each seat center is carried out statistical analysis;
Service Processing Module is used for the canonical parameter at described each seat center is processed maintenance and telephone traffic scheduling.
7. equipment as claimed in claim 6 is characterized in that, described Service Processing Module comprises:
Canonical parameter is safeguarded submodule, is used for the canonical parameter at each seat center is processed maintenance;
Telephone traffic dispatch deal submodule is used for realization to the United Dispatching of each seat center telephone traffic.
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| CN 200810192911 CN101448047B (en) | 2008-12-31 | 2008-12-31 | Telephone bank calling system and total control equipment |
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| CN 200810192911 CN101448047B (en) | 2008-12-31 | 2008-12-31 | Telephone bank calling system and total control equipment |
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Families Citing this family (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101697568B (en) * | 2009-10-26 | 2013-12-18 | 浙江省电力公司 | Disaster recovery method for power customer service system |
| CN109660405B (en) * | 2019-01-10 | 2022-09-20 | 平安科技（深圳）有限公司 | Disaster recovery method, device, equipment and storage medium for call center |
| CN109862197A (en) * | 2019-01-29 | 2019-06-07 | 佛山市贝密信息科技有限公司 | A kind of New Call Center and its calling-out method |
| CN112634510B (en) * | 2020-12-17 | 2023-06-06 | 广州佰锐网络科技有限公司 | Intelligent queuing system for online business handling |
| CN112449061B (en) * | 2021-02-01 | 2021-05-18 | 北京健康之家科技有限公司 | Outbound task allocation method and device, computer equipment and readable storage medium |
| CN113612637B (en) * | 2021-07-30 | 2022-11-29 | 中国工商银行股份有限公司 | Voice traffic scheduling method, device and system for telephone bank |
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| WO1999040712A1 (en) * | 1998-02-05 | 1999-08-12 | British Telecommunications Public Limited Company | Call centre |
| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
| CN101330544A (en) * | 2008-06-17 | 2008-12-24 | 中国移动通信集团江苏有限公司 | Method for implementing multi-center virtual integration of passenger service system |
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Patent Citations (3)
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| WO1999040712A1 (en) * | 1998-02-05 | 1999-08-12 | British Telecommunications Public Limited Company | Call centre |
| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
| CN101330544A (en) * | 2008-06-17 | 2008-12-24 | 中国移动通信集团江苏有限公司 | Method for implementing multi-center virtual integration of passenger service system |
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