CN103023678A - Call service emergency method, device and system - Google Patents
Call service emergency method, device and system Download PDFInfo
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- CN103023678A CN103023678A CN201110285541XA CN201110285541A CN103023678A CN 103023678 A CN103023678 A CN 103023678A CN 201110285541X A CN201110285541X A CN 201110285541XA CN 201110285541 A CN201110285541 A CN 201110285541A CN 103023678 A CN103023678 A CN 103023678A
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Abstract
The invention relates to the technical field of communication, and particularly relates to a call service emergency method, device and system. The call service emergency method comprises the following steps of: when a main calling system of a calling center has a fault, establishing a call route between the main calling system of the calling center and call admission equipment on the side of a core network; receiving a call service transmitted from the call admission equipment through the call route; in an emergency call group set, determining an emergency call group to which the call service is attributed according to a service admission code carried by the call service; and assigning an emergency terminal in emergency terminals contained in the emergency call group to process the call service. The call service emergency method, device and system provided by the embodiment of the invention can guarantee the normal processing of the call service, and have the advantages of low cost and high processing efficiency.
Description
Technical field
The present invention relates to technical field of communication, relate in particular to a kind of emergency method, device and system of call business.
Background technology
Call center system be mainly used in to corporate client provide advice, help, the related service such as complaint, become means of communication main between enterprise and the client.
Call center system is as the main services window of enterprise's facing customers and sell window, must be in time, service is provided, deals with problems for the client efficiently.This just requires call center system must possess preferably stability and completeness, can deal with all kinds of accidents, and minimizing even avoidance system fault are on providing the impact of customer service.
The common emergency plan of call center system adopts the modes such as exchange registration crisis phone only group, two platform disaster tolerance systems substantially, exists high cost, professional disaster tolerance imperfection and emergency system to start long problem consuming time.
For the problems referred to above, prior art generally adopts based on switching mode between active/standby server and database, realize the emergent purpose of customer service system, the emergency processing problem of system when but unresolved following several situations occur: one, database information is lost or is destroyed, causes all incomplete situations of master/slave data database data; Two, abnormal conditions appear in non-database core equipment, such as intelligent equipment, queuing routing device etc.; Three, system need to carry out large-scale redevelopment or updating operation, needs the situation of long-time interrupting service.
When also having proposed in the prior art link failure to occur between switching equipment and call center system, emergency terminal directly is registered in the soft switch, adopts historical routing mode to realize the scheme of call service.But the defective of this scheme is: one, can not realize carrying out the operator grouping function that continues by business, can not satisfy call center's multi-service logic needs; Two, can't realize serving sound-recording function; Three, can't realize automatic service salutatory flexible configuration and adjust function, it is poor that customer service is experienced.
A kind of emergency system also is provided in the prior art, in the situation that call center's internal module fault adopts automatic call distributor that other call centers are sent in calling, has been with simultaneously former call center sign, provide call service to the user.This mode is the two platform disaster tolerance system concepts in call center in fact, and its maximum defective is to drop into excessive, and the call center system of a cover with scale need be provided.This scheme input cost is too high, is difficult to satisfy simultaneously the emergent demand of middle-size and small-size call center.
Summary of the invention
The embodiment of the invention provides a kind of emergency method, device and system of call business, can guarantee the normal process of call business, and cost is low, treatment effeciency is high.
The embodiment of the invention provides a kind of emergency method of call business, comprising:
When the emergent main calling system of soft queuing machine in the call center breaks down, set up and the calling access device of core-network side between call routing; And by described call routing, receive the call business that described calling access device transmits;
In the set of emergency call group, according to the service access code that carries in the described call business, determine the emergency call group of described call business ownership;
In the emergency terminal that described emergency call group comprises, distribute an emergency terminal to process described call business.
Accordingly, the embodiment of the invention provides a kind of emergency set of call business, comprising:
The Route establishment module, when being used for main calling system in the call center and breaking down, set up and the calling access device of core-network side between call routing;
Receiver module is used for receiving the call business that described calling access device transmits by described call routing;
Determination module is used in the set of emergency call group, according to the service access code that carries in the described call business, determines the emergency call group of described call business ownership;
Distribution module, the emergency terminal that is used for comprising in described emergency call group distributes an emergency terminal to process described call business.
Accordingly, the embodiment of the invention provides a kind of emergency system of call business, comprising:
Emergent soft queuing machine, when the main calling system that is used for the call center breaks down, set up and the calling access device of core-network side between call routing; And by described call routing, receive the call business that described calling access device transmits; In the set of emergency call group, according to the service access code that carries in the described call business, determine the emergency call group of described call business ownership; In the emergency terminal that described emergency call group comprises, distribute an emergency terminal to process described call business;
At least one emergency terminal is used for receiving the call business that described emergent soft queuing machine distributes, and described call business is processed.
The embodiment of the invention provides a kind of emergency method, device and system of call business, when being used for main calling system in the call center and breaking down, set up and the calling access device of core-network side between call routing; And by described call routing, receive the call business that described calling access device transmits; In the set of emergency call group, according to the service access code that carries in the described call business, determine the emergency call group of described call business ownership; In the emergency terminal that described emergency call group comprises, distribute an emergency terminal to process described call business.Emergency method, device and the system of the call business that the use embodiment of the invention provides, call business is directly pointed to the emergency system of this call business by access device, distribute suitable emergency terminal by emergent soft queuing machine for this call business, guaranteed the normal process of call business, and input cost is little, it is flexible to build the place, the advantages such as easy switching are very outstanding, make the function of call center's emergency system and service quality obtain maximum assurance.
Description of drawings
Fig. 1 is the emergency system schematic diagram of call business in the embodiment of the invention;
Fig. 2 is the emergency method schematic flow sheet of call business in the embodiment of the invention;
Fig. 3 is the schematic flow sheet of emergent soft queuing machine management emergency terminal in the embodiment of the invention;
Fig. 4 is the emergency method schematic flow sheet of call business in another embodiment of the present invention;
Fig. 5 is the emergency method schematic flow sheet of call business in another embodiment of the present invention;
Fig. 6 is the emergency set schematic diagram of call business in the embodiment of the invention.
Embodiment
At length set forth to the main realization principle of embodiment of the invention technical scheme, embodiment and to the beneficial effect that should be able to reach below in conjunction with each accompanying drawing.
The problem that exists in order to solve prior art, the embodiment of the invention provides a kind of emergency system of call business, as shown in Figure 1, comprising:
Emergent soft queuing machine 101, when the main calling system that is used for the call center breaks down, set up and the calling access device of core-network side between call routing; And by described call routing, receive the call business that described calling access device transmits; In the set of emergency call group, according to the service access code that carries in the described call business, determine the emergency call group of described call business ownership; In the emergency terminal that described emergency call group comprises, distribute an emergency terminal to process described call business;
At least one emergency terminal 102 is used for receiving the call business that emergent soft queuing machine 101 distributes, and call business is processed.
Better, emergency terminal 102 during also for the treatment of call business, is recorded and is preserved.
Better, said system also comprises: media server 103, be used for providing media information to emergent soft queuing machine 101, and the recording of preserving during described emergency terminal processing call business.
Better, said system also comprises: emergency data storehouse 104 is used for storing the configuration information of emergent soft queuing machine and emergency terminal; The storing path data of recording when also being used for preserving anxious terminal processes call business.
Concrete, the main calling system in the call center breaks down, in the time of can't providing call service for the client, and the emergency system of the call business that the startup embodiment of the invention provides.All emergency terminal in this emergency system need register to emergent soft queuing machine first, and the log-on message of the emergency terminal that is proved to be successful is preserved, and comprise the unique identifying number of emergency terminal in this log-on message.After succeeding in registration, the traffic personnel can pass through emergency terminal, use oneself account number and password login, and wherein account can be indicated for job number etc. the character etc. of operator's identity.Wherein, in emergency data storehouse or emergent soft queuing machine this locality, the corresponding relation between pre-configured account and the emergency call group.For example account number is aaa, and its corresponding emergency call group is A; Account number is bbb, and its corresponding emergency call group is B, and all emergency call groups have consisted of the set of emergency call group.Like this, after emergency terminal is logined online by account number and password, according to the account number that presets in account number and the emergency data storehouse and the corresponding relation between the emergency call group, can determine to use the affiliated emergency call group of emergency terminal of account.
Before the receipt of call business, the call routing between the calling access device of needs foundation and core-network side.After receiving call business, emergent soft queuing machine is according to the service access code that carries in the call business, and the corresponding relation between the service access code that presets in the emergency data storehouse and the emergency call group, determines the emergency call group of call business ownership.Wherein, the corresponding relation between this service access code and the emergency call group need to be configured in advance, can carry out classifying rationally with correlation experience according to actual needs when configuring in emergency data storehouse or this locality.Like this, according to this corresponding relation, call business can be assigned to fast corresponding emergency call group and process.For example service access code is 123, illustrates that this call business belongs to consultation service, then behind definite this service access code, according to pre-configured corresponding relation, this call business can be sent to the A group and process; If service access code is 456, illustrate that this call business belongs to business handling, then behind definite this service access code, according to pre-configured corresponding relation, this call business can be sent to the B group and process.
If configured above-mentioned media server in the call business emergency system that the embodiment of the invention provides, then can from this media server, obtain to tackle accordingly the media informations such as voice, and play this media information to the originating end of call business.Wherein, this media information can be configured in advance, and sets up corresponding corresponding relation from different service access codes.After receiving the interrupt signal of emergency terminal transmission, stop to play media information, this interrupt signal can be sent by the interruption button on the emergency terminal for the traffic personnel.
When including the sub-emergency call group of dividing according to the ownership place of call business originating end in the emergency call group, process in order call business to be assigned to more suitably emergency terminal, can also be after the emergency call group of determining the call business ownership, ownership place according to the originating end of call business, in the emergency call group, determine the sub-emergency call group corresponding with ownership place, for example, if the originating end of this call business is Beijing, then in the A group, determine to be responsible for the sub-emergency call group of Beijing business.Then, can in the emergency call group, distribute an online emergency terminal to process described call business at random or according to pre-defined rule; Perhaps in the sub-emergency call group in the emergency call group, distribute an online emergency terminal to process call business at random or according to pre-defined rule.When emergency terminal is processed this call business, can record and preserve whole processing procedure.This recorded message can be kept in the equipment such as database, server.When having media server in the system, the recording of preserving in the time of this emergency terminal can being processed call business is kept in the media server, and offers when needed emergent soft queuing machine, and the storing path data of this recording can be kept in the database.
In order to prevent that call business is sent to emergency terminal canceled or that break down to be processed, so emergent soft queuing machine regularly sends the link detecting signaling to all emergency terminal, detect when having the link disconnection or nullifying the emergency terminal of off-line, remove the log-on message of this emergency terminal.
When the call business call failure, can judge whether call business has configured corresponding call failure prompting sound; If configured corresponding call failure prompting sound, play the call failure prompting sound to the originating end of call business; Otherwise, directly on-hook.
Pass through foregoing description, can find out, the emergency system of the call business that the use embodiment of the invention provides, call business is directly pointed to the emergency system of this call business by access device, distribute suitable emergency terminal by emergent soft queuing machine for this call business, guaranteed the normal process of call business, and input cost is little, it is flexible to build the place, the advantages such as easy switching are very outstanding, make the function of call center's emergency system and service quality obtain maximum assurance.
Based on same inventive concept, the embodiment of the invention also provides a kind of emergency method of call business, as shown in Figure 2, may further comprise the steps:
Concrete, when the main calling system of call center breaks down, set up call routing with the calling access device of core-network side, so that receipt of call is professional.Before this, emergent soft queuing machine receives the registration request of emergency terminal; Emergency terminal is verified, after being proved to be successful, preserved the log-on message of emergency terminal, comprise the unique identifying number of emergency terminal in this log-on message.Then, the emergency call group that each emergency terminal belongs to determined in the account number and the password that use when each emergency terminal that emergent soft queuing machine passes through to connect is logined in the set of emergency call group.
But the emergency terminal in order to ensure registration all is in operating state, and emergent soft queuing machine regularly sends the link detecting signaling to all emergency terminal, detects when having the link disconnection or nullifying the emergency terminal of off-line, removes the log-on message of this emergency terminal.
If configured media server in the calling emergency system, the service access code that then can carry according to call business is determined the media information that call business is corresponding; Originating end to call business is play media information; After receiving interrupt signal, stop to play media information.This interrupt signal can be sent by being assigned with the emergency terminal of processing call business.
Then, according to the service access code that carries in the call business, and the corresponding relation between the service access code that presets in the emergency data storehouse and the emergency call group, determine the emergency call group that call business belongs to.Process in order call business to be assigned to more suitably emergency terminal, can also be after the emergency call group of determining the call business ownership, ownership place according to the originating end of call business, in the emergency call group, determine the sub-emergency call group corresponding with ownership place, for example, if the originating end of this call business is Beijing, then in the A group, determine to be responsible for the sub-emergency call group of Beijing business.Then, can in the emergency call group, distribute an online emergency terminal to process described call business at random or according to pre-defined rule; Perhaps in the sub-emergency call group in the described emergency call group of determining, distribute an online emergency terminal to process described call business at random or according to pre-defined rule.When emergency terminal is processed this call business, can record and preserve whole processing procedure.This recorded message can be kept in the equipment such as database, server.When having media server in the system, the recording of preserving in the time of this emergency terminal can being processed call business is kept in the media server, and offers when needed emergent soft queuing machine, and the storing path data of this recording can be kept in the database.
When the call business call failure, can judge whether call business has configured corresponding call failure prompting sound; If configured corresponding call failure prompting sound, play the call failure prompting sound to the originating end of call business; Otherwise, directly on-hook.
Pass through foregoing description, can find out, the emergency method of the call business that the use embodiment of the invention provides, call business is directly pointed to the emergency system of this call business by access device, distribute suitable emergency terminal by emergent soft queuing machine for this call business, guaranteed the normal process of call business, and input cost is little, it is flexible to build the place, the advantages such as easy switching are very outstanding, make the function of call center's emergency system and service quality obtain maximum assurance.
Below by specific embodiment method provided by the invention is elaborated, as shown in Figure 3, during emergent soft queuing machine management emergency terminal, specifically may further comprise the steps:
The registration request that step 301, reception emergency terminal send;
When the main calling system of call center broke down, the calling access device of core-network side sent to this calling emergency system with call business and processes, and as shown in Figure 4, may further comprise the steps:
Step 401, between call business emergency system and core-network side access device, set up route;
Step 402, this route of passing through, the call business that the reception access device sends;
Step 403, judge whether to have preset media server, if pre-configured, then execution in step 404; Otherwise, direct execution in step 405;
Step 404, according to the service access code of call business, from media server, obtain corresponding media information, and play this media information to the originating end of call business; Concrete, can pre-configured service access code and the corresponding relation of media information, for example, service access code comprises three kinds of abc, bcd, cde, for different access codes different media information M, L, the N such as interception voice is set respectively.
Step 405, according to the service access code that carries in the call business, and the corresponding relation between the service access code that presets in the emergency data storehouse and the emergency call group is determined the emergency call group of call business ownership; Wherein, the corresponding relation between this service access code and the emergency call group need to be configured in advance, can carry out classifying rationally with correlation experience according to actual needs when configuring in the emergency data storehouse.Like this, according to this corresponding relation, call business can be assigned to fast corresponding emergency call group and process.For example service access code is 123, illustrates that this call business belongs to consultation service, then behind definite this service access code, according to pre-configured corresponding relation, this call business can be sent to the A group and process; If service access code is 456, illustrate that this call business belongs to business handling, then behind definite this service access code, according to pre-configured corresponding relation, this call business can be sent to the B group and process.
Step 406, according to the ownership place of the originating end of call business, in the emergency call group, determine the sub-emergency call group corresponding with ownership place;
Step 407, random or distribute an online emergency terminal to process this call business according to pre-defined rule;
Step 408, record when this emergency terminal is processed this call business and preserve.The naming method of this recording file can be " calling number (the service access code) _ little phone number of job number (account number) _ seat.Wherein, time format can be yyyymmddhhmiss, i.e. sky+2,4 year+2 month+2 hour+2 minutes+2 bps, and recording format is supported MP3, and recording file is uploaded to the server of appointment.The Actual path that recording file is deposited at server is " server basis catalogue "+" account number catalogue ", and wherein the server basis catalogue configures in configuration file in advance, and the account number catalogue is according to the voluntarily dynamic creation of current login job number.
The below uses specific embodiment that the method that the embodiment of the invention provides is described in more detail, and has supposed account number 201101, account number 201102, account number 201103 corresponding emergency call group A pre-configured; Account number 201104, account number 201105, account number 201106 corresponding emergency call group B; Have two kinds of service access codes 10081 and 10082, service access code 10081 corresponding emergency call group A wherein, service access code 10082 corresponding emergency call group B; Service access code 10081 corresponding media information M, service access code 10082 corresponding media information N.When the main calling system of call center breaks down, the calling access device of core-network side sends to this calling emergency system with call business and processes, suppose that the service access code that this call business carries is 10081, and the originating end of this call business ownership end is the Hunan, corresponding sub-emergency call group A1, as shown in Figure 5, may further comprise the steps:
It is 10081 that this call business is obtained in step 503, parsing, then obtains media information M from media server, and plays this media information M to the originating end of call business;
When the call business call failure, can judge whether call business has configured corresponding call failure prompting sound; If configured corresponding call failure prompting sound, play the call failure prompting sound to the originating end of call business; Otherwise, directly on-hook.
Pass through foregoing description, can find out, the emergency method of the call business that the use embodiment of the invention provides, call business is directly pointed to the emergency system of this call business by access device, distribute suitable emergency terminal by emergent soft queuing machine for this call business, guaranteed the normal process of call business, and input cost is little, it is flexible to build the place, the advantages such as easy switching are very outstanding, make the function of call center's emergency system and service quality obtain maximum assurance.
Based on same inventive concept, the embodiment of the invention also provides a kind of emergency set of call business, as shown in Figure 6, comprising:
Better, said apparatus also comprises:
Registering modules 605 is for the registration request that receives emergency terminal; Described emergency terminal is verified, after being proved to be successful, preserved the log-on message of described emergency terminal, comprise the unique identifying number of described emergency terminal in the described log-on message;
Better, said apparatus also comprises:
Better, said apparatus also comprises:
When also being used for described call business call failure, judge whether described call business has configured corresponding call failure prompting sound; If configured corresponding call failure prompting sound, play described call failure prompting sound to the originating end of described call business.
Better, above-mentioned determination module 603, concrete service access code for carrying according to described call business, and the corresponding relation between the service access code that presets in the emergency data storehouse and the emergency call group are determined the emergency call group that described call business belongs to; Perhaps
Also be used for when the emergency call group includes the sub-emergency call group of dividing according to the ownership place of call business originating end, according to the service access code that carries in the described call business, determine the emergency call group of ownership, and according to the ownership place of the originating end of described call business, further determine the sub-emergency call group of ownership.
Better, distribution module 604 in the said apparatus, when also further determining the sub-emergency call group of call business ownership for described determination module, in the sub-emergency call group in the described emergency call group of determining, distribute an online emergency terminal to process described call business at random or according to pre-defined rule.
Pass through foregoing description, can find out, emergency method, device and the system of the call business that the use embodiment of the invention provides, call business is directly pointed to the emergency system of this call business by access device, distribute suitable emergency terminal by emergent soft queuing machine for this call business, guaranteed the normal process of call business, and input cost is little, it is flexible to build the place, the advantages such as easy switching are very outstanding, make the function of call center's emergency system and service quality obtain maximum assurance.
Those skilled in the art should understand, embodiments of the invention can be provided as method, system or computer program.Therefore, the present invention can adopt complete hardware implementation example, complete implement software example or in conjunction with the form of the embodiment of software and hardware aspect.And the present invention can adopt the form of the computer program of implementing in one or more computer-usable storage medium (including but not limited to magnetic disc store, CD-ROM, optical memory etc.) that wherein include computer usable program code.
The present invention is that reference is described according to flow chart and/or the block diagram of method, equipment (system) and the computer program of the embodiment of the invention.Should understand can be by the flow process in each flow process in computer program instructions realization flow figure and/or the block diagram and/or square frame and flow chart and/or the block diagram and/or the combination of square frame.Can provide these computer program instructions to the processor of all-purpose computer, special-purpose computer, Embedded Processor or other programmable data processing device producing a machine, so that the instruction of carrying out by the processor of computer or other programmable data processing device produces the device that is used for realizing in the function of flow process of flow chart or a plurality of flow process and/or square frame of block diagram or a plurality of square frame appointments.
These computer program instructions also can be stored in energy vectoring computer or the computer-readable memory of other programmable data processing device with ad hoc fashion work, so that the instruction that is stored in this computer-readable memory produces the manufacture that comprises command device, this command device is realized the function of appointment in flow process of flow chart or a plurality of flow process and/or square frame of block diagram or a plurality of square frame.
These computer program instructions also can be loaded on computer or other programmable data processing device, so that carry out the sequence of operations step producing computer implemented processing at computer or other programmable devices, thereby be provided for realizing the step of the function of appointment in flow process of flow chart or a plurality of flow process and/or square frame of block diagram or a plurality of square frame in the instruction that computer or other programmable devices are carried out.
Although described the preferred embodiments of the present invention, in a single day those skilled in the art get the basic creative concept of cicada, then can make other change and modification to these embodiment.So claims are intended to all changes and the modification that are interpreted as comprising preferred embodiment and fall into the scope of the invention.
Obviously, those skilled in the art can carry out various changes and modification to the present invention and not break away from the spirit and scope of the present invention.Like this, if of the present invention these are revised and modification belongs within the scope of claim of the present invention and equivalent technologies thereof, then the present invention also is intended to comprise these changes and modification interior.
Claims (18)
1. the emergency method of a call business is characterized in that, the method comprises:
When the emergent main calling system of soft queuing machine in the call center breaks down, set up and the calling access device of core-network side between call routing; And by described call routing, receive the call business that described calling access device transmits;
In the set of emergency call group, according to the service access code that carries in the described call business, determine the emergency call group of described call business ownership;
In the emergency terminal that described emergency call group comprises, distribute an emergency terminal to process described call business.
2. the method for claim 1 is characterized in that, sets up before the call routing with the calling access device of core-network side, also comprises:
The emergency call group that each emergency terminal belongs to determined in the account number and the password that use when each emergency terminal that emergent soft queuing machine passes through to connect is logined in described emergency call group set.
3. method as claimed in claim 2 is characterized in that, emergent soft queuing machine connects each emergency terminal, comprising:
Described emergent soft queuing machine receives the registration request of emergency terminal;
Described emergency terminal is verified, after being proved to be successful, preserved the log-on message of described emergency terminal, comprise the unique identifying number of described emergency terminal in the described log-on message.
4. method as claimed in claim 3, it is characterized in that, described emergent soft queuing machine regularly sends the link detecting signaling to all registered emergency terminal, detects when having the link disconnection or nullifying the emergency terminal of off-line, removes the log-on message of described emergency terminal.
5. the method for claim 1 is characterized in that, described emergent soft queuing machine receives after the call business of described calling access device transmission, also comprises:
Described emergent soft queuing machine is determined the media information that described call business is corresponding according to the service access code that described call business carries;
Play described media information to the originating end of described call business;
After receiving the interrupt signal of emergency terminal transmission, stop to play described media information.
6. the method for claim 1 is characterized in that, described emergent soft queuing machine is determined the emergency call group of described call business ownership according to the service access code that carries in the described call business, comprising:
Described emergent soft queuing machine is according to the service access code that carries in the described call business, and the corresponding relation between the service access code that presets in the emergency data storehouse and the emergency call group, determines the emergency call group of described call business ownership.
7. method as claimed in claim 6 is characterized in that, when including the sub-emergency call group of dividing according to the ownership place of call business originating end in the emergency call group, the described emergency call group of determining described call business ownership specifically comprises:
According to the service access code that carries in the described call business, determine the emergency call group of ownership, and according to the ownership place of the originating end of described call business, further determine the sub-emergency call group of ownership;
Describedly in the emergency terminal that the emergency call group comprises, distribute an emergency terminal to process described call business, be specially:
In the sub-emergency call group in the described emergency call group of determining, distribute an online emergency terminal to process described call business at random or according to pre-defined rule.
8. the method for claim 1 is characterized in that, during described call business call failure, judges whether described call business has configured corresponding call failure prompting sound;
If configured corresponding call failure prompting sound, play described call failure prompting sound to the originating end of described call business; Otherwise, directly on-hook.
9. the emergency set of a call business is characterized in that, comprising:
The Route establishment module, when being used for main calling system in the call center and breaking down, set up and the calling access device of core-network side between call routing;
Receiver module is used for receiving the call business that described calling access device transmits by described call routing;
Determination module is used in the set of emergency call group, according to the service access code that carries in the described call business, determines the emergency call group of described call business ownership;
Distribution module, the emergency terminal that is used for comprising in described emergency call group distributes an emergency terminal to process described call business.
10. device as claimed in claim 9 is characterized in that, also comprises:
Registering modules is for the registration request that receives emergency terminal; Described emergency terminal is verified, after being proved to be successful, preserved the log-on message of described emergency terminal, comprise the unique identifying number of described emergency terminal in the described log-on message;
Grouping module, the emergency call group that each emergency terminal belongs to determined in the account number and the password that use when logining for each emergency terminal of passing through to connect in described emergency call group is gathered.
11. device as claimed in claim 10 is characterized in that, also comprises:
Termination management module is used for regularly sending the link detecting signaling to all emergency terminal, detects when having the link disconnection or nullifying the emergency terminal of off-line, removes the log-on message of described emergency terminal.
12. device as claimed in claim 9 is characterized in that, also comprises:
The media play module for the service access code that carries according to described call business, is determined the media information that described call business is corresponding; Play described media information to the originating end of described call business; After receiving the interrupt signal of emergency terminal transmission, stop to play described media information; Perhaps
When also being used for described call business call failure, judge whether described call business has configured corresponding call failure prompting sound; If configured corresponding call failure prompting sound, play described call failure prompting sound to the originating end of described call business.
13. device as claimed in claim 9, it is characterized in that, described determination module, concrete service access code for carrying according to described call business, and the corresponding relation between the service access code that presets in the emergency data storehouse and the emergency call group, determine the emergency call group that described call business belongs to; Perhaps
Also be used for when the emergency call group includes the sub-emergency call group of dividing according to the ownership place of call business originating end, according to the service access code that carries in the described call business, determine the emergency call group of ownership, and according to the ownership place of the originating end of described call business, further determine the sub-emergency call group of ownership.
14. device as claimed in claim 13, it is characterized in that, described distribution module, when also further determining the sub-emergency call group of call business ownership for described determination module, in the sub-emergency call group in the described emergency call group of determining, distribute an online emergency terminal to process described call business at random or according to pre-defined rule.
15. the emergency system of a call business is characterized in that, comprising:
Emergent soft queuing machine, when the main calling system that is used for the call center breaks down, set up and the calling access device of core-network side between call routing; And by described call routing, receive the call business that described calling access device transmits; In the set of emergency call group, according to the service access code that carries in the described call business, determine the emergency call group of described call business ownership; In the emergency terminal that described emergency call group comprises, distribute an emergency terminal to process described call business;
At least one emergency terminal is used for receiving the call business that described emergent soft queuing machine distributes, and described call business is processed.
16. system as claimed in claim 15 is characterized in that, described emergency terminal during also for the treatment of described call business, is recorded and is preserved.
17. system as claimed in claim 15 is characterized in that, also comprises:
Media server is used for providing media information to described emergent soft queuing machine, and the recording of preserving when processing call business of described emergency terminal.
18. system as claimed in claim 15 is characterized in that, also comprises:
The emergency data storehouse is used for storing the configuration information of described emergent soft queuing machine and emergency terminal; Also be used for preserving the storing path data of recording when described emergency terminal is processed call business.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN104469031A (en) * | 2013-09-23 | 2015-03-25 | 中兴通讯股份有限公司 | Terminal equipment and voice message emergency method |
| CN110134742A (en) * | 2019-04-25 | 2019-08-16 | 上海淇毓信息科技有限公司 | A kind of dynamic global level grouping method, device, system based on financial client |
| CN111434098A (en) * | 2018-10-29 | 2020-07-17 | Nec平台株式会社 | Switch, communication system, registration method, and program |
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| CN111434098A (en) * | 2018-10-29 | 2020-07-17 | Nec平台株式会社 | Switch, communication system, registration method, and program |
| CN111434098B (en) * | 2018-10-29 | 2021-12-07 | Nec平台株式会社 | Switch, communication system, registration method, and computer-readable medium |
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| CN110134742B (en) * | 2019-04-25 | 2023-11-14 | 上海淇毓信息科技有限公司 | Dynamic global level grouping method, device and system based on financial clients |
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| CN103023678B (en) | 2017-11-03 |
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