CN102905037A - Comprehensive acceptance platform capable of implementing communication of electric power information - Google Patents
Comprehensive acceptance platform capable of implementing communication of electric power information Download PDFInfo
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- CN102905037A CN102905037A CN2012103760892A CN201210376089A CN102905037A CN 102905037 A CN102905037 A CN 102905037A CN 2012103760892 A CN2012103760892 A CN 2012103760892A CN 201210376089 A CN201210376089 A CN 201210376089A CN 102905037 A CN102905037 A CN 102905037A
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- 238000004891 communication Methods 0.000 title claims abstract description 18
- 230000015572 biosynthetic process Effects 0.000 claims description 9
- 238000003786 synthesis reaction Methods 0.000 claims description 9
- 230000010354 integration Effects 0.000 claims description 7
- 235000021167 banquet Nutrition 0.000 claims description 3
- 238000000034 method Methods 0.000 abstract description 7
- 238000012545 processing Methods 0.000 abstract description 7
- 230000008569 process Effects 0.000 abstract description 3
- 238000012423 maintenance Methods 0.000 abstract 2
- 238000005516 engineering process Methods 0.000 description 3
- 230000002452 interceptive effect Effects 0.000 description 2
- 238000007726 management method Methods 0.000 description 2
- 230000004044 response Effects 0.000 description 2
- 238000004458 analytical method Methods 0.000 description 1
- 238000000151 deposition Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 230000003993 interaction Effects 0.000 description 1
- 238000012544 monitoring process Methods 0.000 description 1
- 230000006855 networking Effects 0.000 description 1
- 238000013024 troubleshooting Methods 0.000 description 1
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Abstract
The invention discloses a comprehensive acceptance platform capable of implementing communication of electric power information. Most of the existing acceptance platforms employ a one-way communication means and carry out various business operations in the platform; each of the acceptance platforms exists as an independent body, therefore, the acceptance platforms cannot share information with other departments. The comprehensive acceptance platform capable of implementing communication of electric power information comprises a client-end interface and a bus controller, wherein a switch is connected between the bus controller and the client-end interface; the bus controller is connected with an acceptance seat-end interface on one hand, and is connected with an automatic voice server, a record server, a business system server and a database server on the other hand; the bus controller is accessed to an information local area network via a router; and the information local area network is connected with acceptance platform branch centers and second-tier operation and maintenance centers via the router. According to the comprehensive acceptance platform capable of implementing communication of electric power information, through the information local area network, the acceptance platform branch centers can share information, especially voice records, with each other so as to check processing procedure; and meanwhile, the second-tier operation and maintenance centers can intervene anytime to process businesses.
Description
[technical field]
The present invention relates to power information communication interaction platform, specifically refer to power information communication synthesis Acceptance Platform.
[background technology]
In the power information communication system, all requests from service-user are begun by Acceptance Platform, and are finally also relevant at Acceptance Platform.Acceptance Platform specifically has business handling, troubleshooting, information consultation, four common functions of complaints and denunciation, and daily management mission is take the information desk hot line as the access core.Mostly existing Acceptance Platform is the mode with one-way communication, carries out the miscellaneous service operation in platform inside, and Acceptance Platform exists as an independent subject, can't realize the information sharing with other departments.
[summary of the invention]
For addressing the above problem, the invention provides a kind of user's request of not only can efficiently managing business, can also realize the comprehensive Acceptance Platform that the power information intra communication system information is shared.
Technical scheme of the present invention is as follows: power information communication synthesis Acceptance Platform, client-side interface and bus control unit have been comprised, be connected switch between bus control unit and the client-side interface, described bus control unit connects on the one hand accepts the end interface of attending a banquet, automatic speech server, recording server, business system server and database server have also been connected on the other hand, described bus control unit is through router access information local area network (LAN), and described information local area network (LAN) has connected Acceptance Platform branch center and two wires Operation and Maintenance Center through router.Service-user submits to service request to bus control unit through client-side interface, bus control unit is classified to service request, then connect automatic speech server, recording server, business system server and database server and carry out service handling, by the information local area network (LAN), each Acceptance Platform branch center can be shared especially voice record of information mutually, check processing procedure, can be got involved at any time by the two wires Operation and Maintenance Center simultaneously and manage business.
As preferably, described bus control unit has connected the computer telephone integration server.Compare common Acceptance Platform, the shared traffic queue of the calling of miscellaneous service is the traffic queuing in the whole system, can't carry out personalisation process to different business, the computer telephone integration server can be when traffic packets, and the calling of known business is automatically assigned to the seat with this traffic handing capacity.
As preferably, described bus control unit has comprised a central control unit, and described central control unit is provided with for the interface that connects external equipment.
As preferably, described switch comprises executive exchanger and voice exchange, and described client telephone interface connects executive exchanger, and described executive exchanger connects voice exchange through repeater.
As preferably, described client-side interface comprises web interface and telephony interface, and described telephony interface connects bus control unit through switch, and described web interface connects bus control unit.
Compared with prior art, outstanding advantages of the present invention is: by the information local area network (LAN), each Acceptance Platform branch center can be shared especially voice record of information mutually, checks processing procedure, can be got involved at any time by the two wires Operation and Maintenance Center simultaneously and manage business; Be equipped with automatic speech server, recording server, business system server and database server, to the service request processing of classifying, and combined the computer telephone integration server, the Business Processing effect is high.
[description of drawings]
Below in conjunction with the drawings and specific embodiments the present invention is described in detail:
Fig. 1 is embodiment one structured flowchart of the present invention;
Fig. 2 is structured flowchart of the present invention among the embodiment two.
[embodiment]
Embodiment one
Referring to Fig. 1, power information communication synthesis Acceptance Platform has comprised client-side interface and bus control unit, and described bus control unit has comprised a central control unit, and described central control unit is provided with for the interface that connects external equipment.Be connected switch between bus control unit and the client-side interface, described switch comprises executive exchanger and voice exchange, and described client telephone interface connects executive exchanger, and described executive exchanger connects voice exchange through repeater.Described bus control unit connects on the one hand accepts the end interface of attending a banquet, automatic speech server, recording server, business system server and database server have also been connected on the other hand, described bus control unit is through router access information local area network (LAN), and described information local area network (LAN) has connected Acceptance Platform branch center and two wires Operation and Maintenance Center through router.Service-user submits to service request to bus control unit through client-side interface, bus control unit is classified to service request, then connect automatic speech server, recording server, business system server and database server and carry out service handling, by the information local area network (LAN), each Acceptance Platform branch center can be shared especially voice record of information mutually, check processing procedure, can be got involved at any time by the two wires Operation and Maintenance Center simultaneously and manage business.For the recording of seat, with analysis and the monitoring that the recording of seat makes the keeper can both record in any networking place by the local information net mode, the use of convenient management.
Described bus control unit has connected the computer telephone integration server.Compare common Acceptance Platform, the shared traffic queue of the calling of miscellaneous service is the traffic queuing in the whole system, can't carry out personalisation process to different business, the computer telephone integration server can be when traffic packets, the calling of known business is automatically assigned to the seat with this traffic handing capacity, has improved the operating efficiency of Acceptance Platform.
The automatic speech server provides interactive voice response (Interactive Voice Response, IVR) for other call-center technology, can make Acceptance Platform obtain higher efficient.The processing of user's calling has 70% to 80% to need not manual intervention under normal conditions.The IVR technology is combined with the computer telephone integration server, has realized two kinds of navigate modes of Voice Navigation and manual guidance in identical platform.
IVR can detect client's selection in the automatic speech navigation, and plays different prompt tones according to client's selection, perhaps carries out different operations.Because the support of information local area network (LAN) is arranged, service-user also can be asked for by IVR the fax of corresponding data automatically, and the call center also can issue the designated user group by computer that relevant fax document is disposable, in batches.
The mass data of depositing in the database server need not to record in advance, can access according to querying condition at any time and automatically synthetic speech report, greatly reduced seat personnel's work load.
Embodiment two
Referring to Fig. 2, basic identical with embodiment, different described client-side interfaces comprise web interface and telephony interface, and described telephony interface connects bus control unit through switch, and described web interface connects bus control unit.Service-user can directly be submitted service request to by Utilities Electric Co.'s internal office work door.
Claims (5)
1. power information communication synthesis Acceptance Platform, client-side interface and bus control unit have been comprised, be connected switch between bus control unit and the client-side interface, described bus control unit connects on the one hand accepts the end interface of attending a banquet, automatic speech server, recording server, business system server and database server have also been connected on the other hand, it is characterized in that: described bus control unit is through router access information local area network (LAN), and described information local area network (LAN) has connected Acceptance Platform branch center and two wires Operation and Maintenance Center through router.
2. power information communication synthesis Acceptance Platform according to claim 1, it is characterized in that: described bus control unit has connected the computer telephone integration server.
3. power information communication synthesis Acceptance Platform according to claim 1, it is characterized in that: described bus control unit has comprised a central control unit, described central control unit is provided with for the interface that connects external equipment.
4. power information communication synthesis Acceptance Platform according to claim 1, it is characterized in that: described switch comprises executive exchanger and voice exchange, described client telephone interface connects executive exchanger, and described executive exchanger connects voice exchange through repeater.
5. according to claim 1 to 4 each described power information communication synthesis Acceptance Platforms, it is characterized in that: described client-side interface comprises web interface and telephony interface, described telephony interface connects bus control unit through switch, and described web interface connects bus control unit.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210376089.2A CN102905037B (en) | 2012-09-29 | 2012-09-29 | Power information communication synthesis Acceptance Platform |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210376089.2A CN102905037B (en) | 2012-09-29 | 2012-09-29 | Power information communication synthesis Acceptance Platform |
Publications (2)
| Publication Number | Publication Date |
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| CN102905037A true CN102905037A (en) | 2013-01-30 |
| CN102905037B CN102905037B (en) | 2016-09-07 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN201210376089.2A Expired - Fee Related CN102905037B (en) | 2012-09-29 | 2012-09-29 | Power information communication synthesis Acceptance Platform |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109194840A (en) * | 2018-11-03 | 2019-01-11 | 天天安途(江苏)信息技术有限公司 | A kind of electric power call customer service communication system |
| 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 |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN201504269U (en) * | 2009-10-26 | 2010-06-09 | 浙江省电力公司 | Multimedia calling system for power customer service system |
| CN201504268U (en) * | 2009-10-26 | 2010-06-09 | 浙江省电力公司 | Relay access system for power customer service system |
| CN201504270U (en) * | 2009-10-26 | 2010-06-09 | 浙江省电力公司 | Terminal processing system for power customer service system |
-
2012
- 2012-09-29 CN CN201210376089.2A patent/CN102905037B/en not_active Expired - Fee Related
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN201504269U (en) * | 2009-10-26 | 2010-06-09 | 浙江省电力公司 | Multimedia calling system for power customer service system |
| CN201504268U (en) * | 2009-10-26 | 2010-06-09 | 浙江省电力公司 | Relay access system for power customer service system |
| CN201504270U (en) * | 2009-10-26 | 2010-06-09 | 浙江省电力公司 | Terminal processing system for power customer service system |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109194840A (en) * | 2018-11-03 | 2019-01-11 | 天天安途(江苏)信息技术有限公司 | A kind of electric power call customer service communication system |
| 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 |
Also Published As
| Publication number | Publication date |
|---|---|
| CN102905037B (en) | 2016-09-07 |
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