CN101715027B - Customer service system and method for power system - Google Patents
Customer service system and method for power system Download PDFInfo
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- CN101715027B CN101715027B CN2009101540881A CN200910154088A CN101715027B CN 101715027 B CN101715027 B CN 101715027B CN 2009101540881 A CN2009101540881 A CN 2009101540881A CN 200910154088 A CN200910154088 A CN 200910154088A CN 101715027 B CN101715027 B CN 101715027B
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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 receive the technical merit limitation when building, the part platform product can not satisfy service operation, management and monitoring requirement, there is very big hidden danger in the reliability and stability of system.Simultaneously, prefectures and cities' customer service system is independently disposed, and is 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 whole province's uniform dispatching, 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 through the power information net;
Said provincial client service center comprises WMG, cti server, province's center IVR automatic speech server; Customer phone inserts cti server and province center IVR automatic speech server through WMG; Province's center IVR automatic speech server by utilizing Voice Navigation helps the client to accomplish various Self-Services, and cti server is gone into districts and cities client service center through the network switch with its signal converting according to requirement of client;
Said districts and cities client service center comprises WMG, districts and cities IVR automatic speech server, local survival server and common attending a banquet; Customer phone inserts districts and cities client service center through WMG, 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 common the attending a banquet of traffic distribution to 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 WMG of prefectures and cities client service center; To the province center, when the WMG of a certain districts and cities breaks down, call out the WMG that directly inserts provincial client service center through telecom operators through the power information network; 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, is responsible for the WMG 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, subsequent use 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 WMG, CTI, ivr server are dispensed to suitable city center, ground or common attending a banquet through 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;
Said district service process terminal connects districts and cities client service center through 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 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; For vast power customer provides comprehensive, the multi-level access means of random time, anywhere and any-mode, 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 through WMG; Voice Navigation through province center IVR automatic speech server helps the client to accomplish various Self-Services; During the service of client requests operator attendance, cti server is gone into districts and cities client service center through the network switch with its signal converting according to requirement of client; With traffic distribution to common attending a banquet, the common services request of noting the client of attending a banquet feeds back to the worker and singly handles the backstage according to the control signal of economizing center C TI server in districts and cities client service center, and the worker singly handles the backstage worker singly is forwarded to suitable district service process terminal;
B. when passing through WMG, districts and cities client service center inserts customer phone; 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, WMG receives province center C TI server controls, and the common seat that traffic distribution to these districts and cities are suitable carries out service handling; The common services 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 WMG, CTI, ivr server are dispensed to suitable city center, ground or common attending a banquet through 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, WMG, 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 only has a spot of shared informational needs mutual when normal operation in normal, has avoided between two centers information interaction many; Real-time property requires high, the big unfavorable conditions that waits of bandwidth occupancy.The resource-sharing between two Call Center Platform is realized through network in two centers, and load sharing function can be carried out unified management to the whole province through 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 sketch map of the present invention;
Fig. 4 is a traffic distribution scheme sketch map of the present invention;
Fig. 5 is a Traffic Distribution scheme sketch map of the present invention;
Fig. 6 is a provincial client service center fault sketch map;
Fig. 7 is two provincial client service center fault sketch mapes;
Fig. 8 is a districts and cities client service center fault sketch map.
Embodiment
Present embodiment is an example with Zhejiang Electric Power Company's 95598 customer service systems; Like Fig. 1, shown in 2, the customer service system that is used for electric power system comprises provincial client service center, for the reliability of 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 through 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 WMG, cti server, automated audio systems (IVR), recording server; Customer phone is linked into the WMG of provincial client service center through PSTN; WMG 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 through Voice Navigation, and automated audio systems (IVR) is integrated with TTS text-to-speech system, can accelerate service rate; Practice thrift 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 gets final product this Email is issued the technical ability that handles postal matter 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; Convert Fax the form of Email to, issue certain business agent, handle Email by the business agent according to the routing rule of appointment; After Email finished dealing with, system gave the user with this Email conversion back Fax.Customer service can be sent 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 through 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, and 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 WMG, districts and cities IVR automatic speech server, recording server, common attending a banquet; Districts and cities IVR automatic speech server, recording server receive the centralized equipment management of provincial client service center; Customer phone is linked into the WMG 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 practiced thrift 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, WMG received province center C TI server controls, and common the attending a banquet that traffic distribution to these districts and cities are suitable 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 launched 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 through network, and the attend a banquet services 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.
Mode as shown in Figure 3, that the interconnected employing multichannel of customer service system and common carrier relaying inserts, under normal circumstances customer call inserts the WMG of prefectures and cities client service center; Through the power information network to the province center; When the WMG of a certain districts and cities breaks down, call out the WMG that directly inserts two province client service centers through 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 WMG 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,
The Hangzhou
| Land sign indicating number | The district |
| 0101 | City of Hangzhou |
| 0130 | Xiaoshan City |
| 0140 | Yuhang District |
| 0150 | Tonglu County |
| 0160 | Linan City |
| 0170 | Fuyang City |
The Ningbo City
| Land sign indicating number | The |
| 0501 | Haishu District |
| 0510 | The Zhenhai District |
| 0520 | Beilun District |
| 0530 | Yinzhou District |
| 0540 | Cixi City |
| 0550 | Yuyao City |
| 0560 | Fenghua City |
| 0570 | Ninghai County |
| 0580 | Xiangshan County |
The Wenzhou City
| Land sign indicating number | The district |
| 1001 | Urban district, Wenzhou |
| 1010 | Rui'an City |
| 1020 | Pingyang County |
| 1030 | The Cangnan county |
| 1040 | The Leqing city |
| 1050 | The Dongtou County |
| 1060 | The Taishun County |
| 1070 | Yongjia county |
| 1080 | The Wencheng County |
Common carrier is sent under the client after the coding, and WMG, CTI, IVR system will insert from phone and begin this coding is judged and handle that processing method is following:
(1) the CTI phone distributes: after cti server receives coding, according to coding rule, phone distributed automatically get into districts and cities client service center under this phone, by this districts and cities client service center customer service is provided.
(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 state's inside and outside net of 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, to different security demand and security risk, take corresponding safety measure.
(2) use reinforcing: the safety that the safety of 95598 application 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: threaten and potential safety hazard to different security, adopt multiple safeguard procedures, multi-level protects, 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 through 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, like 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 auditing possibility is provided, can audits to system through checking server log and each parts daily record through log system.
Customer service system is in operation, and may cause situation 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.Like Fig. 6,7, shown in 8, concrete disaster recovery solution is following:
(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 cti server is disconnected join after, can switch to the cti server of the operate as normal at another province center.Simultaneously, WMG also can detect disconnected with cti server, and the subsequent use 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 as far as 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 WMG at a province center broke down, the common phone of attending a banquet can log under another WMG; 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 WMG at a province center and operator's equipment; WMG can report and alarm information be given cti server; Cti server can issue Indication message, and relevant seat side platform and phone are all logged in another cti server, and telecommunications opposite end office equipment is after detecting the abnormality of link simultaneously; All calling incoming calls to the WMG 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 through 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 launched 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, WMG 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.) like 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 through 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 through the power information net;
Said provincial client service center comprises provincial client service center WMG, cti server, the provincial IVR of client service center automatic speech server; Customer phone inserts cti server and the provincial IVR of client service center automatic speech server through provincial client service center WMG; The provincial IVR of client service center automatic speech server by utilizing Voice Navigation helps the client to accomplish various Self-Services, and cti server is gone into districts and cities client service center through the network switch with its signal converting according to requirement of client;
Said districts and cities client service center comprises districts and cities client service center WMG, districts and cities IVR automatic speech server, local survival server and common attending a banquet; Customer phone inserts districts and cities client service center through districts and cities client service center WMG; After the cti server of provincial client service center was caught the customer phone state, the provincial IVR of client service center automatic speech server controls districts and cities IVR automatic speech server provided various self-service voice service functions; The cti server of provincial client service center carries out service handling according to requirement of client with common the attending a banquet of traffic distribution to 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 WMG of prefectures and cities client service center; Through power information network to provincial client service center, when the WMG of a certain districts and cities breaks down, call out the WMG that directly inserts provincial client service center through telecom operators; By provincial client service center traffic is managed distribution then; The client is calling out customer service system inside the province, does not add area code and directly inserts its on-site PSTN of telecom operators network, is responsible for the WMG of telephone connection to provincial client service 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, subsequent use each other; The districts and cities client service center of the whole province inserts two provincial client service 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 the CTI of provincial client service center WMG, provincial client service center, provincial client service center ivr server are dispensed to suitable districts and cities client service center or common attending a banquet through 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 of provincial client service center will change phone over to other suitable districts and cities client service centers 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 provincial client service center armamentarium fault fully, and the traffic that is carried switches to another provincial client service center; The secondary calamity is certain provincial client service center key equipment fault fully, and traffic switches to another provincial client service center; Three grades of calamities are meant certain districts and cities' relaying fault fully, are inserted by provincial client service center alternate channel; All unusual or districts and cities client service center of 2 provincial client service centers can't get in touch with 2 provincial client service centers, then adopts local mode of surviving by districts and cities client service center, guarantees that the business of these districts and cities is normally carried out;
Said district service process terminal connects districts and cities client service center through 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 integrated TTS text-to-speech of the described provincial IVR of client service center 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 claim 1 electric power system customer service system is characterized in that this method comprises:
A. after provincial client service center inserts customer phone through provincial client service center WMG; Voice Navigation through the provincial IVR of client service center automatic speech server helps the client to accomplish various Self-Services; During the service of client requests operator attendance, cti server is gone into districts and cities client service center through the network switch with its signal converting according to requirement of client; Districts and cities client service center according to the control signal of provincial client service center cti server with traffic distribution to common attending a banquet; The common services 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;
B. when passing through districts and cities client service center WMG, districts and cities client service center inserts customer phone; After provincial client service center cti server captures customer phone customer voice information; The provincial IVR of client service center 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, districts and cities client service center WMG receives the cti server control of provincial client service center, and the common seat that traffic distribution to these districts and cities are suitable carries out service handling; The common services 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.
7. 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 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 integrated TTS text-to-speech of the described provincial IVR of client service center automatic speech server system.
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