CN101697568A - Disaster recovery method for power customer service system - Google Patents

Disaster recovery method for power customer service system Download PDF

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Publication number
CN101697568A
CN101697568A CN200910154089A CN200910154089A CN101697568A CN 101697568 A CN101697568 A CN 101697568A CN 200910154089 A CN200910154089 A CN 200910154089A CN 200910154089 A CN200910154089 A CN 200910154089A CN 101697568 A CN101697568 A CN 101697568A
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China
Prior art keywords
center
client service
service center
districts
server
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Granted
Application number
CN200910154089A
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Chinese (zh)
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CN101697568B (en
Inventor
蒋锦霞
童军民
丁麒
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State Grid Jiangsu Electric Power Co Ltd
Zhejiang Electric Power Co
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Zhejiang Electric Power Co
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Application filed by Zhejiang Electric Power Co filed Critical Zhejiang Electric Power Co
Priority to CN 200910154089 priority Critical patent/CN101697568B/en
Publication of CN101697568A publication Critical patent/CN101697568A/en
Application granted granted Critical
Publication of CN101697568B publication Critical patent/CN101697568B/en
Expired - Fee Related legal-status Critical Current
Anticipated expiration legal-status Critical

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Abstract

The invention relates to a customer service method, in particular to a customer service method for a power department. A disaster recovery mode of the invention is a three-level disaster recovery mode, wherein the first-level disaster recovery is that all equipment of certain province center breaks down, and the borne telephone traffic is switched to another province center; the second-level disaster recovery is that key equipment of certain province center breaks down, and the telephone traffic is switched to another province center; the third-level disaster recovery is that a relay of certain prefecture-level city breaks down and is accessed from a standby channel of a province center, and when two province centers are abnormal or a prefecture-level city center fails to contact with two province centers, the prefecture-level city center adopts a mode of local survival to ensure that the service of the prefecture-level city is normally developed. The method processes the fault which appears in a customer service system in a multi-level and multi-mode way by adopting a plurality of disaster recovery modes to the customer service system to ensure that the operation of the customer service system can be more reliable and safer.

Description

A kind of disaster recovery method that is used for power customer service system
Technical field
The present invention relates to a kind of client service method, particularly a kind of client service method that is used for power department.
Background technology
The original customer service system of electric power system greatly facilitates the client as the window of client and power supply enterprise's communication, has promoted the social image of enterprise.Because the limitation of the technical merit when being subjected to building, the part platform product can not satisfy service operation, management and monitoring requirement, and there is very big hidden danger in the reliability and stability of system.System is in operation, and various factors all can cause situations such as fault, paralysis, and system's cisco unity malfunction badly influences the work of power department and user's interests like this.
Summary of the invention
The purpose of this invention is to provide a kind of disaster recovery method that is used for power customer service system, this method is used for the fault that the customer service system running occurs is handled, make the operation of customer service system can be more reliable and safety.
In order to realize that the technical scheme that this purpose of the present invention adopts is: a kind of disaster recovery method that is used for power customer service system, this method is handled the fault that occurs in the customer service system, the cti server at some centers of two provincial client service centers, IVR automatic speech server or recording server break down in customer service system, are just taken over respectively by cti server, IVR automatic speech server or the recording server at another center; All interrupt when a provincial client service center breaks down, all take over by another center; When the interruption of all breaking down of two provincial client service centers, by this locality survival server survival districts and cities media gateway of districts and cities client service center, the business of taking over provincial client service center; When districts and cities client service center and a provincial client service center network interruption, network is directly connected to another provincial client service center; When districts and cities client service center and two provincial client service center networks all interrupt, by this locality survival server survival districts and cities media gateway of districts and cities client service center, the business of taking over provincial client service center; When the districts and cities client service center forfeiture professional ability that breaks down, its professional allotment to another districts and cities client service center is taken over by provincial client service center.
As preferably, described provincial client service center is provided with management and attends a banquet, and is used for the whole network attended a banquet monitoring and managing.
As preferably, the described province integrated TTS text-to-speech of center IVR automatic speech server system.
As preferably, described provincial client service center also is integrated with SoftSwitch, Trunk Media Gateway, SGW and Media Resource Server, for NGN network and 3G network provide media resource, is used to support multimedia call to handle.
The present invention is by adopting multiple disaster recovery mode to customer service system, the fault that occurs in the multi-level multimode processing customer service system makes the operation of customer service system can more reliable and safety.
Description of drawings
Fig. 1 is a customer service system universe network framework map of the present invention;
Fig. 2 is that customer service system physics of the present invention is disposed design drawing;
Fig. 3 is a provincial client service center fault schematic diagram;
Fig. 4 is two provincial client service center fault schematic diagrames;
Fig. 5 is a districts and cities client service center fault schematic diagram.
Embodiment
As shown in Figure 1, 2, the customer service system that is used for electric power system comprises provincial client service center, reliability for enhanced system, build two provincial client service centers that configuration is the same with function: provincial client service center one and provincial client service center two, two provincial client service centers connect by network, heat is equipped with mutually between the two, bears the traffic administration of a part of districts and cities client service center simultaneously separately; Provincial client service center is furnished with media gateway, cti server, automated audio systems (IVR), recording server; Customer phone is linked into the media gateway of provincial client service center through PSTN, media gateway is connected to automated audio systems (IVR) and cti server with customer voice information, automated audio systems (IVR) helps the user to carry out self-service voice service functions such as electric weight electricity charge inquiry, power failure information inquiry by Voice Navigation, automated audio systems (IVR) is integrated with TTS text-to-speech system, can accelerate service rate, save cost of serving, make IVR that 7*24 hour service is provided for the caller; If during the service of client requests operator attendance, cti server is transferred to its calling on common the attending a banquet of districts and cities client service center according to routing policy; Provincial client service center is provided with recording server, is used for client's voicemail logging is got off, and is stored in the database; Provincial client service center is provided with management and attends a banquet, comprise that the expert attends a banquet and manages the quality inspection platform, management quality inspection platform is used for the whole network attended a banquet and monitors and manage, and guarantees the service quality of system, and the expert attends a banquet can provide service for the client under the common no-trunk situation of attending a banquet of districts and cities client service center.
Provincial client service center also is integrated with SoftSwitch (Soft Switch), Trunk Media Gateway (TG), SGW (SG) and Media Resource Server, for NGN network and 3G network provide media resource, is used to support multimedia call to handle.The client can directly send the address of Email to client service center's appointment, customer service system can be issued the technical ability that handles postal matter with this Email according to the routing rule of appointment business agent, handle this Email by this business agent, after Email finishes dealing with, can issue the client in addition.The user can be directly sends Fax to the number of client service center's appointment, customer service system is received this Fax, Fax is converted to the form of Email, issue certain business agent according to the routing rule of appointment, handle Email by the business agent, after Email finished dealing with, system gave the user with this Email conversion back Fax.Customer service can send the access code of SMS to client service center's appointment, and customer service system can be issued the business agent who handles news in brief technical ability according to the routing rule of appointment with this SMS, handles this SMS by this business agent.After SMS finishes dealing with, can send back to the user.Customer service system provides WECC function for the user, supports that escorted browsing, click to dial, list are shared, callback request, mark synchronous service etc.
In each districts and cities of the whole province a districts and cities client service center is set, the network switch by the power information net is connected to two provincial client service centers, the districts and cities client service center of the whole province is divided into two parts, under normal condition, two provincial client service centers bear the traffic administration of a part of districts and cities client service center respectively, when unusual condition occurring, can take over the traffic administration of whole districts and cities client service center by a provincial client service center.Districts and cities client service center comprises media gateway, districts and cities IVR automatic speech server, recording server, common attending a banquet; Districts and cities IVR automatic speech server, recording server are subjected to the equipment centralized management of provincial client service center, customer phone is linked into the media gateway of districts and cities client service center through PSTN, after provincial client service center cti server captures customer phone customer voice information, province's center ivr server drives local ivr server broadcast welcome voice according to the ivr server that the whole province unifies, only is kept at the province center, and self-service voice service functions such as the electric weight electricity charge, power failure information are provided simultaneously.The control of this center, the local pattern of playing have been saved the network bandwidth simultaneously greatly not only with the IVR of the whole province unified management and shared resource.When the client needed manual position that service is provided, media gateway was subjected to province center C TI server controls, and traffic distribution to suitable common the attending a banquet of these districts and cities carried out service handling.Districts and cities client service center is provided with local survival server, when districts and cities client service center and provincial client service center are out of touch, this locality survival server that is provided with at the prefectures and cities center is enabled local regeneration mode, for calling provides the basic queuing and the function that continues, can answer the phone in the local scope.
The district service process terminal is connected with districts and cities client service center by network, and the attend a banquet service request of noting the client of districts and cities client service center common feeds back to the worker and singly handles the backstage, and the worker singly handles the backstage worker singly is forwarded to suitable district service process terminal.
Customer service system is in operation, and may cause situations such as fault, paralysis because of various factors, so this customer service system has been carried out reliable disaster recovery design.Shown in Fig. 3,4,5, the disaster recovery mode adopts three grades of disaster recovery modes, and the one-level calamity is certain province center armamentarium fault fully, and the traffic that is carried switches to another province center; The secondary calamity is certain province center key equipment fault fully, and traffic switches to another province center; Three grades of calamities are meant certain districts and cities' relaying fault fully, are inserted by province center alternate channel; All unusual or city center, ground, 2 province centers can't be got in touch with 2 province centers, then adopts local mode of surviving by the city center, ground, guarantees that the business of these districts and cities is normally carried out.Concrete disaster recovery solution is as follows:
(1) province's center C TI server breaks down
After the cti server at one of them province center breaks down, common attend a banquet detect with the disconnected connection of cti server after, can switch to the cti server of the operate as normal at another province center.Simultaneously, media gateway also can detect disconnected with cti server, and the standby CTI information according to configuration switches on the cti server at another center.The common phone of attending a banquet also can be registered at new cti server again.After server switched again, all business can both normally be moved, and for the outgoing call user, were that impression is less than such handoff procedure.And after cti server recovers normally, can switch back normal connection status again.
(2) province's center media gateways break down
After the media gateway at a province center broke down, the common phone of attending a banquet can log under another media gateway; Simultaneously, telecommunications opposite end office equipment can detect the abnormality of link opposite end, with all calling incoming calls to other backup link.Can guarantee all professional normal operations like this
(3) province centers and operator's relaying break down
After the link occurs fault of the media gateway at a province center and operator's equipment, media gateway can report and alarm information be given cti server, cti server can issue Indication message, relevant seat side platform and phone are all logged in another cti server, telecommunications opposite end office equipment is after detecting the abnormality of link simultaneously, all calling incoming calls on the media gateway at another center, are guaranteed professional normal operation
All break down in (4) two province centers
When all break down in two province centers, Business Processing can not be carried out by the province center in the city center, ground, at this moment this locality survival server that is provided with at the prefectures and cities center is enabled local regeneration mode, for calling provides the basic queuing and the function that continues, can answer the phone in the local scope, guarantee the operation of native client service system.After network recovery was normal, media gateway was registered to province center C TI server automatically, and all business can normally be used
Break down in city center, (a 5) ground
When city center, some ground quit work fully (, media gateway abnormal disconnected, outage etc.) as relaying, when the phone in these districts and cities scope can't insert the city center, ground, then, call forwarding to the province center, is dispatched to another city center, ground by province's center unification by the strategy of common carrier.

Claims (4)

1. disaster recovery method that is used for power customer service system, it is characterized in that, this method is handled the fault that occurs in the customer service system, the cti server at some centers of two provincial client service centers, IVR automatic speech server or recording server break down in customer service system, and its business is just taken over respectively by cti server, IVR automatic speech server or the recording server at another center; All interrupt when a provincial client service center breaks down, its business is all taken over by another center; When the interruption of all breaking down of two provincial client service centers, by this locality survival server survival districts and cities media gateway of districts and cities client service center, the business of taking over provincial client service center; When districts and cities client service center and a provincial client service center network interruption, network is directly connected to another provincial client service center; When districts and cities client service center and two provincial client service center networks all interrupt, by this locality survival server survival districts and cities media gateway of districts and cities client service center, the business of taking over provincial client service center; When the districts and cities client service center forfeiture professional ability that breaks down, its professional allotment to another districts and cities client service center is taken over by provincial client service center.
2. a kind of disaster recovery method that is used for power customer service system according to claim 1 is characterized in that, described provincial client service center is provided with management and attends a banquet, and is used for the whole network attended a banquet and monitors and manage.
3. a kind of disaster recovery method that is used for power customer service system according to claim 1 is characterized in that, the described province integrated TTS text-to-speech of center IVR automatic speech server system.
4. a kind of disaster recovery method that is used for power customer service system according to claim 1, it is characterized in that, described provincial client service center also is integrated with SoftSwitch, Trunk Media Gateway, SGW and Media Resource Server, for NGN network and 3G network provide media resource, be used to support multimedia call to handle.
CN 200910154089 2009-10-26 2009-10-26 Disaster recovery method for power customer service system Expired - Fee Related CN101697568B (en)

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Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101924841A (en) * 2010-08-13 2010-12-22 厦门雅迅网络股份有限公司 Building and control method of call center and data center distributed structure
CN103905576A (en) * 2012-12-28 2014-07-02 华为技术有限公司 Local survival reinforcing method and terminal
CN104580759B (en) * 2014-11-19 2016-03-02 国家电网公司 A kind of electric power customer service IVR tolerant system and method
CN109151236A (en) * 2018-09-03 2019-01-04 中国联合网络通信集团有限公司 Calling route selection method and call route selecting system

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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
CN101448047A (en) * 2008-12-31 2009-06-03 中国建设银行股份有限公司 Telephone bank calling system and total control equipment

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CN1182687C (en) * 2003-01-30 2004-12-29 北京青牛软件技术有限责任公司 Large capacity call centre system
CN101052155A (en) * 2007-05-22 2007-10-10 中国移动通信集团浙江有限公司 Seamless switching method for disaster recovery homing user position register

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Publication number Priority date Publication date Assignee Title
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
CN101448047A (en) * 2008-12-31 2009-06-03 中国建设银行股份有限公司 Telephone bank calling system and total control equipment

Cited By (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101924841A (en) * 2010-08-13 2010-12-22 厦门雅迅网络股份有限公司 Building and control method of call center and data center distributed structure
CN101924841B (en) * 2010-08-13 2016-01-20 厦门雅迅网络股份有限公司 Building and control method of a kind of call center and data center's distributed frame
CN103905576A (en) * 2012-12-28 2014-07-02 华为技术有限公司 Local survival reinforcing method and terminal
WO2014101851A1 (en) * 2012-12-28 2014-07-03 华为技术有限公司 Method and terminal for enhancing local survival
CN103905576B (en) * 2012-12-28 2017-11-24 华为技术有限公司 The Enhancement Method and terminal locally survived
CN104580759B (en) * 2014-11-19 2016-03-02 国家电网公司 A kind of electric power customer service IVR tolerant system and method
CN109151236A (en) * 2018-09-03 2019-01-04 中国联合网络通信集团有限公司 Calling route selection method and call route selecting system
CN109151236B (en) * 2018-09-03 2021-02-02 中国联合网络通信集团有限公司 Call route selection method and call route selection system

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Granted publication date: 20131218

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