CN101715027A - Customer service system and method for power system - Google Patents
Customer service system and method for power system Download PDFInfo
- Publication number
- CN101715027A CN101715027A CN200910154088A CN200910154088A CN101715027A CN 101715027 A CN101715027 A CN 101715027A CN 200910154088 A CN200910154088 A CN 200910154088A CN 200910154088 A CN200910154088 A CN 200910154088A CN 101715027 A CN101715027 A CN 101715027A
- Authority
- CN
- China
- Prior art keywords
- center
- service
- client
- province
- cities
- 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.)
- Granted
Links
Images
Abstract
The invention relates to a customer service system and a customer service method, in particular to a customer service system and a method for a power system. The customer service system in the invention completely covers the networked customer service systems in each power supply unit of each level in the whole province, and the service mode is changed as a centeralized service mode in all metropolises from a dot service mode in each county (city) region. Therefore, the condition of non-uniform service specification caused by dispersed operations of county regions is ended, thus providing omin-directional and multilevel access means for vast power customers at any time and place with any mode, satisfying all service requirements of customers and improving service quality and service level for customers.
Description
Technical field
The present invention relates to a kind of customer service system and client service method, particularly a kind of customer service system and method that is used for electric power system.
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.Simultaneously, prefectures and cities' customer service system is independently disposed, independent mutually on network, customer call can only distribute in districts and cities customer service system inside, and the customer service system resource also can only be shared in districts and cities inside, can't realize that the balanced distribution of customer service system the whole network and resource the whole network are shared, thereby the service of customer service system and efficiency of operation are rested on the lower level, cause the customer service system wasting of resources, restricting the development of customer service system, can not satisfy the demand of the unified scheduling of the whole province, unified management.
Summary of the invention
An object of the present invention is to provide a kind of customer service system that is used for electric power system, the Networked Customer service system of this customer service system complete covering the whole province power supply units at different levels, method of service are changed in the full Grand Bazaar by the service of each county (city) differentiation point type serves.With the service regulation disunity situation that finishes to cause by the district scatter operation, comprehensive, the multi-level access means of random time, anywhere and any-mode are provided for vast power customer, satisfy client's respective services demand, improve customer service quality and service level.
In order to realize that the technical scheme that this purpose of the present invention adopts is: a kind of customer service system that is used for electric power system, this system comprise provincial client service center, districts and cities client service center and the district service process terminal that connects by the power information net;
Described provincial client service center comprises media gateway, cti server, province's center IVR automatic speech server; Customer phone inserts cti server and province center IVR automatic speech server by media gateway, province's center IVR automatic speech server by utilizing Voice Navigation helps the client to finish various Self-Services, and cti server is gone into districts and cities client service center by the network switch with its signal converting according to requirement of client;
Described districts and cities client service center comprises media gateway, districts and cities IVR automatic speech server, local survival server and common attending a banquet; Customer phone inserts districts and cities client service center by media gateway, and after the cti server of provincial client service center was caught the customer phone state, province center IVR automatic speech server controls districts and cities IVR automatic speech server provided various self-service voice service functions; The cti server at province center carries out service handling according to requirement of client with traffic distribution to common the attending a banquet of these districts and cities;
The mode that the interconnected employing multichannel of customer service system and common carrier relaying inserts, under normal circumstances customer call inserts the media gateway of prefectures and cities client service center, by the power information network to the province center, when the media gateway of a certain districts and cities breaks down, call out the media gateway that directly inserts provincial client service center by telecom operators, by the province center traffic is managed distribution then, the client is calling out customer service system inside the province, can not add area code and directly insert its on-site PSTN of telecom operators network, be responsible for the media gateway of telephone connection to the province center by operator;
Described provincial client service center is provided with two, is divided into provincial client service center one and provincial client service center two, and both configurations are identical with function, standby each other; The districts and cities client service center of the whole province inserts two province centers respectively;
Common carrier is sent into affiliated districts and cities of fixed line client and mobile phone client and district coding when sending into customer call, coding rule is coordinated to define by Utilities Electric Co. and operator; Common carrier is sent into after the affiliated coding of client, and media gateway, CTI, ivr server are dispensed to suitable city center, ground or common attending a banquet by the coding that inserts phone is judged with customer phone;
Customer service system can be carried out Traffic Distribution according to client's phone information; When the phone peak took place in certain districts and cities, the cti server at province center will change phone over to other suitable city centers, ground according to rule and carry out service handling according to the strategy of setting;
Customer service system 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;
Described district service process terminal connects districts and cities client service center by the network switch, and service process terminal is handled professional worker's list that districts and cities client service center forwards.
As preferably, described provincial client service center also comprises recording server.
As preferably, the described province integrated TTS text-to-speech of center IVR automatic speech server system.
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, 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.
Another object of the present invention provides a kind of customer service method that is used for electric power system, this customer service method makes method of service be changed in the full Grand Bazaar by the service of each county (city) differentiation point type and serves, the service regulation disunity situation that end is caused by the district scatter operation, comprehensive, the multi-level access means of random time, anywhere and any-mode are provided for vast power customer, satisfy client's respective services demand, improve customer service quality and service level.
In order to realize that the technical scheme that second purpose of the present invention adopts is: a kind of customer service method that is used for electric power system, this method comprises:
A. after provincial client service center inserts customer phone by media gateway, Voice Navigation by province center IVR automatic speech server helps the client to finish various Self-Services, during the service of client requests operator attendance, cti server is gone into districts and cities client service center by the network switch with its signal converting according to requirement of client; Districts and cities client service center according to the control signal of economizing center C TI server with traffic distribution to common attending a banquet, the common service request of noting the client of attending a banquet feeds back to the worker and singly handles the backstage, the worker singly handles the backstage worker singly is forwarded to suitable district service process terminal;
B. work as districts and cities client service center and insert customer phone by media gateway, after provincial client service center cti server captures customer phone customer voice information, province's center IVR automatic speech server controls districts and cities IVR automatic speech server provides various self-service voice service functions, during the service of client requests operator attendance, media gateway is subjected to province center C TI server controls, traffic distribution to the suitable common seat of these districts and cities is carried out service handling, the common service request of noting the client of attending a banquet 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;
C. common carrier is sent into affiliated districts and cities of fixed line client and mobile phone client and district coding when sending into customer call, and coding rule is coordinated to define by Utilities Electric Co. and operator; Common carrier is sent into after the affiliated coding of client, and media gateway, CTI, ivr server are dispensed to suitable city center, ground or common attending a banquet by the coding that inserts phone is judged with customer phone;
D. customer service system can be carried out Traffic Distribution according to client's phone information; When the phone peak took place in certain districts and cities, the cti server at province center will change phone over to other suitable city centers, ground according to rule and carry out service handling according to the strategy of setting;
E. customer service system 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.
As preferably, described provincial client service center also comprises recording server.
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.
Beneficial effect of the present invention:
(1) customer service system adopts the electric power Call Center Platform that the whole province concentrates.The province center is concentrated and is disposed automated audio systems (IVR), recording server, cti server, media gateway, unified voice-over, data, multimedia and signaling traffic.Provincial concentrating makes system possess the centralized monitor ability, effectively improves service quality; And can effectively solve the load unbalanced problem in electric power call center at dynamic assignment Service Source across the entire province, improve the integrity service ability.
(2) utilize network to make between province and districts and cities, the districts and cities and interconnect, networking flexibility, autgmentability are strong, easy to maintenance.And need not to pay constructing communication network expense, long-distance cost.
(3) system adopts the carrier-class system design, has high reliability and powerful disposal ability, and the unified platform solution of multiple media call access, Business Processing, Service Source can be provided.
(4) common the attending a banquet of each districts and cities client service center unified plan, the operator attendance of cancellation district one-level, carry out client's access service and the worker singly handles by districts and cities' center unification, method of service is changed in the full Grand Bazaar by the service of each county (city) differentiation point type serves, with the service regulation disunity situation that finishes to be caused by the district scatter operation.
(5) system possesses perfect, abundant multistage calamity strategy fully, guarantees system stable operation.
(6) system adopts provincial bicentric centralized networking, has built two provincial centers and a plurality of districts and cities access point, and two centers hubbed mode bandwidth resources take few, and system is more stable.Two centers of customer service system are call center independently separately, all functions with call center, the two is when normal operation in normal, only there is a spot of shared informational needs mutual, avoided between two centers information interaction many, real-time property requires high, the big unfavorable conditions that waits of bandwidth occupancy.Two centers are by the resource-sharing between two Call Center Platform of network realization, and load sharing function can be carried out unified management to the whole province by network call center simultaneously, and unified monitoring provides a series of maintenance management work such as unified form.Make the utilization rate of equipment and installations maximization simultaneously, the load sharing mode is adopted at two centers, the maximum using investment.
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 multichannel relaying connecting system schematic diagram of the present invention;
Fig. 4 is a traffic distribution scheme schematic diagram of the present invention;
Fig. 5 is a Traffic Distribution scheme schematic diagram of the present invention;
Fig. 6 is a provincial client service center fault schematic diagram;
Fig. 7 is two provincial client service center fault schematic diagrames;
Fig. 8 is a districts and cities client service center fault schematic diagram.
Embodiment
Present embodiment is an example with Zhejiang Electric Power Company's 95598 customer service systems, 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, and heat is equipped with mutually between the two, bear 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.
As shown in Figure 3, the mode that the interconnected employing multichannel of customer service system and common carrier relaying inserts, under normal circumstances customer call inserts the media gateway of prefectures and cities client service center, by the power information network to the province center, when the media gateway of a certain districts and cities breaks down, call out the media gateway that directly inserts two province client service centers by telecom operators, by the province center traffic is managed distribution then, the client is calling out customer service system inside the province, can not add area code and directly insert its on-site PSTN of telecom operators network, be responsible for the media gateway of telephone connection (economize outcall and add the location area code) to the province center by operator.This multi-level access way guaranteed the user can random time, anywhere be linked into customer service system.
Customer service system can be carried out traffic distribution according to client's phone information simultaneously.As shown in Figure 4, common carrier is sent into affiliated districts and cities of fixed line client and district coding when sending into customer call, send into the coding in affiliated districts and cities of mobile phone client and district, and coding rule is coordinated to define by Utilities Electric Co. and operator.Following institute example,
Wenzhou City, Ningbo City, Hangzhou
Common carrier is sent under the client after the coding, and media gateway, CTI, IVR system will insert from phone and begin this coding is judged and handle that processing method is as follows:
(1) the CTI phone distributes: after cti server receives coding, according to coding rule, phone distributed automatically enter districts and cities client service center under this phone, provide customer service by this districts and cities client service center.
(2) IVR: after automatic speech receives coding, according to coding rule and client's operation, can be targetedly according to the electricity charge of electric company's inquiry electric weight, corresponding power failure information and the short notice of broadcast under the client.
(3) operation system is selected client affiliated unit automatically according to coding rule, and it is single that the seat personnel leave corresponding power supply unit worker.
Customer service system can be carried out Traffic Distribution according to client's phone information simultaneously.When the phone peak took place in certain districts and cities, the CTI at province center will change phone over to other suitable city centers, ground according to rule and carry out service handling according to the strategy of setting.General rule comprises that (the seat personnel possess the strange land and accept technical ability the technical ability group, promptly carry out attending a banquet of service handling and can accept the phone of the districts and cities that come of switching, for example dialect is comparatively approaching), zone (nearby principle), the restriction of switching amount (avoid causing another districts and cities' load excessive) etc.As shown in Figure 5, during the phone peak of Hangzhou client service center, call forwarding is carried out Business Processing to close Ningbo.
Electric power 95598 system safety systems in Zhejiang are followed State Grid Corporation of China's overall safety prevention policies and sales service application safety requirement of shelter generally, follow the inside and outside net of state's net company information and isolate principle.95598 Design of Information System Security Architecture cores comprise:
(1) subregion is disposed: externally follow the principle that state's net company information intranet and extranet are isolated, the business and the functional module thereof that relate to Internet in using 95598 are deployed in the information outer net.Reinforcement is to being deployed in the security protection that the information outer net is used, and avoids the leakage of 95598 sensitive informations relevant with the electricity consumption client, and the target of attack and the springboard that become hacker, computer virus.Clear and definite 95598 and peripheral excuse module between the border, at different demands for security and security risk, take corresponding safety measure.
(2) use reinforcing: the safety that 95598 safety of using can not rely on basic environment and peripheral safety means fully guarantees.95598 application self possess effective authentication, mandate and Audit Mechanism; On the basis of authority classification and data qualification, can carry out key protection to key operation, sensitive data; Simultaneously external attack and abuse possessed certain detection and defence capability.
(3) multilayer proofing: at different security threats and potential safety hazard, adopt multiple safeguard procedures, multi-level is protected, and strengthens collaborative between the different levels, sets up complete, a Layered Security protection system.
(4) improve the organizational framework and the institutional improvement of security protection, the responsibility of clear and definite security protection and the division of labor; Tighten security O﹠M and security audit work, according to the variation of security risk, Continual Improvement security protection strategy; Formulate emergency response flow process and accident treatment flow process, respond actively the burst security incident.
Zhejiang 95598 customer service systems are provided with various safety measures.Comprise:
(1) identity is differentiated (Authentication)
The user need verify another user or entity on the network.Identity is differentiated and is differentiated by user name encrypted code or digital certificate.
(2) access control (Access control)
System provides the control of authority system based on the role, and the system manager can define the role and distribute the role to the user.Except user-defined role, system provides predefined role, as system manager, application management person etc.For user's management,, then adopt the mode of forcing the encrypting user password if be configured to high-level system.
(3) data confidentiality (Data confidentiality)
Prevent the non-authorized data that read and use.System all encrypts data passage and storage.For example: when carrying out authentication in this locality, the data session passage is encrypted, and the file of storage user identity ID, password is through encrypting.
(4) auditing possibility (Auditable)
Mainly provide auditing possibility, can audit to system by checking server log and each parts daily record by log system.
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.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.Shown in Fig. 6,7,8, 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 (9)
1. a customer service system that is used for electric power system is characterized in that, this system comprises provincial client service center, districts and cities client service center and the district service process terminal that connects by the power information net;
Described provincial client service center comprises media gateway, cti server, province's center IVR automatic speech server; Customer phone inserts cti server and province center IVR automatic speech server by media gateway, province's center IVR automatic speech server by utilizing Voice Navigation helps the client to finish various Self-Services, and cti server is gone into districts and cities client service center by the network switch with its signal converting according to requirement of client;
Described districts and cities client service center comprises media gateway, districts and cities IVR automatic speech server, local survival server and common attending a banquet; Customer phone inserts districts and cities client service center by media gateway, and after the cti server of provincial client service center was caught the customer phone state, province center IVR automatic speech server controls districts and cities IVR automatic speech server provided various self-service voice service functions; The cti server at province center carries out service handling according to requirement of client with traffic distribution to common the attending a banquet of these districts and cities;
The mode that the interconnected employing multichannel of customer service system and common carrier relaying inserts, under normal circumstances customer call inserts the media gateway of prefectures and cities client service center, by the power information network to the province center, when the media gateway of a certain districts and cities breaks down, call out the media gateway that directly inserts provincial client service center by telecom operators, by the province center traffic is managed distribution then, the client is calling out customer service system inside the province, can not add area code and directly insert its on-site PSTN of telecom operators network, be responsible for the media gateway of telephone connection to the province center by operator;
Described provincial client service center is provided with two, is divided into provincial client service center one and provincial client service center two, and both configurations are identical with function, standby each other; The districts and cities client service center of the whole province inserts two province centers respectively;
Common carrier is sent into affiliated districts and cities of fixed line client and mobile phone client and district coding when sending into customer call, coding rule is coordinated to define by Utilities Electric Co. and operator; Common carrier is sent into after the affiliated coding of client, and media gateway, CTI, ivr server are dispensed to suitable city center, ground or common attending a banquet by the coding that inserts phone is judged with customer phone;
Customer service system can be carried out Traffic Distribution according to client's phone information; When the phone peak took place in certain districts and cities, the cti server at province center will change phone over to other suitable city centers, ground according to rule and carry out service handling according to the strategy of setting;
Customer service system 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;
Described district service process terminal connects districts and cities client service center by the network switch, and service process terminal is handled professional worker's list that districts and cities client service center forwards.
2. a kind of customer service system that is used for electric power system according to claim 1 is characterized in that described provincial client service center also comprises recording server.
3. a kind of customer service system that is used for electric power 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 customer service system that is used for electric power 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.
5. a kind of customer service system that is used for electric power 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.
6. customer service method that is used for electric power system is characterized in that this method comprises:
A. after provincial client service center inserts customer phone by media gateway, Voice Navigation by province center IVR automatic speech server helps the client to finish various Self-Services, during the service of client requests operator attendance, cti server is gone into districts and cities client service center by the network switch with its signal converting according to requirement of client; Districts and cities client service center according to the control signal of economizing center C TI server with traffic distribution to common attending a banquet, the common service request of noting the client of attending a banquet feeds back to the worker and singly handles the backstage, the worker singly handles the backstage worker singly is forwarded to suitable district service process terminal;
B. work as districts and cities client service center and insert customer phone by media gateway, after provincial client service center cti server captures customer phone customer voice information, province's center IVR automatic speech server controls districts and cities IVR automatic speech server provides various self-service voice service functions, during the service of client requests operator attendance, media gateway is subjected to province center C TI server controls, traffic distribution to the suitable common seat of these districts and cities is carried out service handling, the common service request of noting the client of attending a banquet 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;
C. common carrier is sent into affiliated districts and cities of fixed line client and mobile phone client and district coding when sending into customer call, and coding rule is coordinated to define by Utilities Electric Co. and operator; Common carrier is sent into after the affiliated coding of client, and media gateway, CTI, ivr server are dispensed to suitable city center, ground or common attending a banquet by the coding that inserts phone is judged with customer phone;
D. customer service system can be carried out Traffic Distribution according to client's phone information; When the phone peak took place in certain districts and cities, the cti server at province center will change phone over to other suitable city centers, ground according to rule and carry out service handling according to the strategy of setting;
E. customer service system 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.
7. a kind of customer service system that is used for electric power system according to claim 6 is characterized in that described provincial client service center also comprises recording server.
8. a kind of customer service method that is used for electric power system according to claim 6 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.
9. a kind of customer service method that is used for electric power system according to claim 6 is characterized in that, the described province integrated TTS text-to-speech of center IVR automatic speech server system.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009101540881A CN101715027B (en) | 2009-10-26 | 2009-10-26 | Customer service system and method for power system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009101540881A CN101715027B (en) | 2009-10-26 | 2009-10-26 | Customer service system and method for power system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN101715027A true CN101715027A (en) | 2010-05-26 |
| CN101715027B CN101715027B (en) | 2012-08-15 |
Family
ID=42418294
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2009101540881A Active CN101715027B (en) | 2009-10-26 | 2009-10-26 | Customer service system and method for power system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN101715027B (en) |
Cited By (19)
| 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 |
| CN102438083A (en) * | 2012-01-12 | 2012-05-02 | 江苏电力信息技术有限公司 | Easy-to-use and convenient customer business acceptance workbench |
| 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 |
| CN102523171A (en) * | 2012-01-12 | 2012-06-27 | 江苏电力信息技术有限公司 | Network system based on double call centers |
| CN103490523A (en) * | 2011-12-04 | 2014-01-01 | 江苏省电力公司南京供电公司 | Intelligent power distribution network fault treatment system |
| CN103490520A (en) * | 2011-12-04 | 2014-01-01 | 江苏省电力公司南京供电公司 | Power distribution network fault treatment method |
| CN104125349A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | Voice interaction management method and system based on telephone traffic forecasting |
| CN104123590A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | 95598 customer service center operation monitoring system and method |
| CN107093425A (en) * | 2017-03-30 | 2017-08-25 | 安徽继远软件有限公司 | Speech guide system, audio recognition method and the voice interactive method of power system |
| CN107819856A (en) * | 2017-11-14 | 2018-03-20 | 广西巨玖文化产业有限公司 | Cultural and Creative Industries service platform based on SOA framework |
| CN108566498A (en) * | 2018-03-09 | 2018-09-21 | 中国—东盟信息港股份有限公司 | A kind of guard method of phone number security privacy and platform based on mobile Internet |
| CN109359856A (en) * | 2018-10-12 | 2019-02-19 | 中国联合网络通信有限公司河南省分公司 | A kind of communication service order allocation method and its device |
| CN109831590A (en) * | 2019-01-15 | 2019-05-31 | 深圳供电局有限公司 | A kind of telecommunication management platform and management method |
| CN110138985A (en) * | 2019-04-08 | 2019-08-16 | 平安科技（深圳）有限公司 | Dynamic allocation method and device, electronic equipment, the storage medium of client |
| CN111010486A (en) * | 2019-11-18 | 2020-04-14 | 集奥聚合(北京)人工智能科技有限公司 | Method for providing IVR voice broadcast and IVR system |
| CN111050003A (en) * | 2019-10-30 | 2020-04-21 | 华迪计算机集团有限公司 | Operation and maintenance call center system |
| CN112600979A (en) * | 2020-12-08 | 2021-04-02 | 深圳供电局有限公司 | Power supply service hotline telephone call emergency management method and system |
| CN112600982A (en) * | 2020-12-08 | 2021-04-02 | 深圳供电局有限公司 | Power supply service hotline interactive voice response method, system, equipment and medium |
| CN116582618A (en) * | 2023-07-13 | 2023-08-11 | 天津金城银行股份有限公司 | Method and device for realizing high availability of electric pin, machine room management platform and computer |
Family Cites Families (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6975212B2 (en) * | 2001-10-02 | 2005-12-13 | Telkonet Communications, Inc. | Method and apparatus for attaching power line communications to customer premises |
| CN1323377C (en) * | 2003-12-23 | 2007-06-27 | 深圳市金安技术发展有限公司 | Real time remote distance monitoring system for safety production |
-
2009
- 2009-10-26 CN CN2009101540881A patent/CN101715027B/en active Active
Cited By (27)
| 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 |
| CN103490523B (en) * | 2011-12-04 | 2015-05-13 | 江苏省电力公司南京供电公司 | Intelligent power distribution network fault treatment system |
| CN103490520B (en) * | 2011-12-04 | 2015-05-13 | 江苏省电力公司南京供电公司 | Power distribution network fault treatment method |
| CN103490523A (en) * | 2011-12-04 | 2014-01-01 | 江苏省电力公司南京供电公司 | Intelligent power distribution network fault treatment system |
| CN103490520A (en) * | 2011-12-04 | 2014-01-01 | 江苏省电力公司南京供电公司 | Power distribution network fault treatment method |
| CN102523171A (en) * | 2012-01-12 | 2012-06-27 | 江苏电力信息技术有限公司 | Network system based on double call centers |
| 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 |
| CN102438083A (en) * | 2012-01-12 | 2012-05-02 | 江苏电力信息技术有限公司 | Easy-to-use and convenient customer business acceptance workbench |
| CN104123590A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | 95598 customer service center operation monitoring system and method |
| CN104125349A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | Voice interaction management method and system based on telephone traffic forecasting |
| CN104123590B (en) * | 2014-06-27 | 2017-10-24 | 国家电网公司 | 95598 Customer Service Center's monitoring operation system and methods |
| CN104125349B (en) * | 2014-06-27 | 2016-03-02 | 国家电网公司 | A kind of interactive voice management method based on traffic forecast and system thereof |
| CN107093425A (en) * | 2017-03-30 | 2017-08-25 | 安徽继远软件有限公司 | Speech guide system, audio recognition method and the voice interactive method of power system |
| CN107819856A (en) * | 2017-11-14 | 2018-03-20 | 广西巨玖文化产业有限公司 | Cultural and Creative Industries service platform based on SOA framework |
| CN108566498A (en) * | 2018-03-09 | 2018-09-21 | 中国—东盟信息港股份有限公司 | A kind of guard method of phone number security privacy and platform based on mobile Internet |
| CN108566498B (en) * | 2018-03-09 | 2020-04-07 | 中国—东盟信息港股份有限公司 | Mobile internet-based mobile phone number security and privacy protection method and platform |
| CN109359856A (en) * | 2018-10-12 | 2019-02-19 | 中国联合网络通信有限公司河南省分公司 | A kind of communication service order allocation method and its device |
| CN109831590A (en) * | 2019-01-15 | 2019-05-31 | 深圳供电局有限公司 | A kind of telecommunication management platform and management method |
| CN110138985B (en) * | 2019-04-08 | 2021-11-09 | 平安科技（深圳）有限公司 | Dynamic client allocation method and device, electronic equipment and storage medium |
| CN110138985A (en) * | 2019-04-08 | 2019-08-16 | 平安科技（深圳）有限公司 | Dynamic allocation method and device, electronic equipment, the storage medium of client |
| CN111050003A (en) * | 2019-10-30 | 2020-04-21 | 华迪计算机集团有限公司 | Operation and maintenance call center system |
| CN111010486A (en) * | 2019-11-18 | 2020-04-14 | 集奥聚合(北京)人工智能科技有限公司 | Method for providing IVR voice broadcast and IVR system |
| CN112600982A (en) * | 2020-12-08 | 2021-04-02 | 深圳供电局有限公司 | Power supply service hotline interactive voice response method, system, equipment and medium |
| CN112600979A (en) * | 2020-12-08 | 2021-04-02 | 深圳供电局有限公司 | Power supply service hotline telephone call emergency management method and system |
| CN116582618A (en) * | 2023-07-13 | 2023-08-11 | 天津金城银行股份有限公司 | Method and device for realizing high availability of electric pin, machine room management platform and computer |
| CN116582618B (en) * | 2023-07-13 | 2023-10-10 | 天津金城银行股份有限公司 | Method and device for realizing high availability of electric pin, machine room management platform and computer |
Also Published As
| Publication number | Publication date |
|---|---|
| CN101715027B (en) | 2012-08-15 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN101715027B (en) | Customer service system and method for power system | |
| US9432504B2 (en) | Central call platform | |
| US10375232B2 (en) | Consolidated voicemail platform | |
| US7573982B2 (en) | Methods and systems for managing a call session | |
| McDonald | Public network integrity/spl mdash/avoiding a crisis in trust | |
| CA2296175A1 (en) | E-911/ali information manager and management system | |
| CN101697568B (en) | Disaster recovery method for power customer service system | |
| CN104580760A (en) | CTI (computer telephony integration) call center platform | |
| CN207968537U (en) | A kind of family endowment service network system | |
| CN104580984A (en) | Visual intercom access control system based on standard communication protocols | |
| CN101582795A (en) | Method for realizing double dispatch command center system in IP network | |
| CN101448047B (en) | Telephone bank calling system and total control equipment | |
| CN102611808B (en) | Managed calling system with backup | |
| CN201504268U (en) | Relay access system for power customer service system | |
| US20070142027A1 (en) | System for providing emergency voice mail service | |
| CN201504271U (en) | Customer service system for power system | |
| CN104683331A (en) | System for realizing hybrid networking of soft exchange and program-controlled exchange of power dispatching | |
| US6757357B1 (en) | Failure response procedure and system | |
| CN204465725U (en) | Based on the visual talk back entrance guard system of standard communication protocol | |
| CN201504272U (en) | Dual-center system for power customer service system | |
| US20120237003A1 (en) | Emergency number integrated information assimilation device | |
| JP2008172525A (en) | Telephone reception equipment of service window | |
| CN201504269U (en) | Multimedia calling system for power customer service system | |
| CN102647531B (en) | Hosted call system | |
| CN203205872U (en) | Power grid anti-accident maneuver system |
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 | ||
| ASS | Succession or assignment of patent right |
Owner name: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Effective date: 20140410 Owner name: STATE GRID CORPORATION OF CHINA Free format text: FORMER OWNER: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Effective date: 20140410 |
|
| C41 | Transfer of patent application or patent right or utility model | ||
| C56 | Change in the name or address of the patentee |
Owner name: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Free format text: FORMER NAME: ZHEJIANG ELECTRIC POWER COMPANY |
|
| COR | Change of bibliographic data |
Free format text: CORRECT: ADDRESS; FROM: 310007 HANGZHOU, ZHEJIANG PROVINCE TO: 100031 XICHENG, BEIJING |
|
| CP03 | Change of name, title or address |
Address after: 310007 Huanglong Road, Hangzhou, Zhejiang, No. 8, No. Patentee after: STATE GRID ZHEJIANG ELECTRIC POWER Co. Address before: 310007 Huanglong Road, Zhejiang, Hangzhou, No. 8 Patentee before: ZHEJIANG ELECTRIC POWER Corp. |
|
| TR01 | Transfer of patent right |
Effective date of registration: 20140410 Address after: 100031 Xicheng District West Chang'an Avenue, No. 86, Beijing Patentee after: State Grid Corporation of China Patentee after: STATE GRID ZHEJIANG ELECTRIC POWER Co. Address before: 310007 Huanglong Road, Hangzhou, Zhejiang, No. 8, No. Patentee before: STATE GRID ZHEJIANG ELECTRIC POWER Co. |