CN103259942A - 400 phone cloud call center system - Google Patents
400 phone cloud call center system Download PDFInfo
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- CN103259942A CN103259942A CN2013101266544A CN201310126654A CN103259942A CN 103259942 A CN103259942 A CN 103259942A CN 2013101266544 A CN2013101266544 A CN 2013101266544A CN 201310126654 A CN201310126654 A CN 201310126654A CN 103259942 A CN103259942 A CN 103259942A
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Abstract
The invention discloses a 400 phone cloud call center system. A large-capacity system is divided into a plurality of partial nodes distributed on all operators, and data sharing and data uniformity between all partial nodes can be guaranteed through a data synchronization technology. In service achieving design of the system, a telephone traffic logic CTI portion and data logic DATA are separated, CTI is distributed to exchange centers of all operators, a system data portion is arranged in the uniform data center, a data center is connected with all CTI centers through internets, and two sets of independent data synchronization systems are arranged between the data center and all CTI systems to guarantee data uniformity between the data center and the CTI systems. The 400 phone cloud call center system has the advantages that hardware can be controlled by a program to achieve call forwarding of 400 phone numbers and all functions of 400 phones. The program enables 400-number customer information to be uploaded, checked and quickly opened, and the opening time can be shortened within 3 workdays.
Description
Technical field
Based on computer telephone integration technology (CTI) and cloud computing technology, the integrated enterprise integrated information service system platform of multiple communication modes such as integrated landline telephone, mobile communication, online customer service, email, note, realizing 400 telephone number switchings to object code and all additional functions of 400 phones of client's appointment, and realize the function of online counseling services, receiving and dispatching mail and SMS notification by system platform by written or printed documents system platform control hardware.
Background technology
In recent years, along with the extensive popularization to 400 phones of telecommunications, UNICOM, mobile three big operators, 400 phones develop growth just in China rapidly.Technological means as the realization of 400 phones, at present mainly be the 400 telephony intelligence net platforms that operator drops into and moves, can realize that 400 numbers directly are forwarded on the object code of client's appointment, be that the user dials 400 numbers and directly forwards to by operator's intelligent network on client's the base, the client answers the phone of incoming call again by base.But there is following problem at present in this intelligent network: 1, the client cannot directly independently revise the call forwarding number; 2, support 3 fixed lines of binding at most; 3, it is long to open audit time, 15 working days; 4, charging way is fixing can not change, and tariff package is single; 5, many additional functions (as hang-up short message, seat prompting etc.) can't be realized.Unify 400 telephone numbers of international communication contact as enterprise, the enterprise customer can't be satisfied with the single signaling transfer point that intelligent network platform provides.
Summary of the invention
The object of the present invention is to provide a kind of 400 phone cloud call center systems, this system realizes that multiple communication modes such as 400 calls, online customer service, email, note also arise at the historic moment in the cloud call center of one.
Technical scheme of the present invention is: a kind of 400 phone cloud call center systems, this system is divided into the partial node that several are distributed in each operator to a hicap, by data synchronization technology, guarantee data sharing between each partial node and the consistency of data between each operator's partial node; System is in the business realizing design, traffic logic CTI part and data logic DATA are separated, CTI is distributed to the switching center of each operator, the system data part then is placed on unified data center, data center and each CTI center link together by the Internet, have 2 to overlap data synchronous system independently and guarantee straightforward between both data between data center and each CTI system: a cover is based on the HESSIAN protocol, and a cover is the self-defined mechanism of developing fully based on TCP/IP; By this 2 cover independent mechanism conduct backup mutually, 2 cover realization tasks are divided list in the time of normal, and when wherein a cover lost efficacy, an other cover can all be taken over automatically, until task sharing is just carried out in an other cover recovery again.
This system comprises 400 system business centres of support and the C of data center, 400 system business centres of support and the C of data center are connected with self-operation product M3 and third party's application product T3 of CTI platform B, operator respectively, and the CTI platform connects the intelligent network of operator by this locality exchange of operator.
The invention has the advantages that: by this program control hardware with the call forwarding that realizes 400 telephone numbers and the various functions of 400 phones.Program can realize 400 number customer datas upload the audit and open-minded fast, will foreshorten to 3 working days service time; The client can pass through the Internet remote access and landing program interface, by the graphical window management platform, realize that 400 numbers independently bind, revise the call forwarding number, the base of binding is several can to reach several tubers of stemona even thousands of portion according to hardware supports, and can bind special numbers such as exchange and relaying; Can inquire about all conversations and incoming calls record by program platform, formulate set meal and charging way flexibly according to customer demand, deducting fees of the remaining sum of number and every conversation all can show at platform in real time.Can realize the various additional functions of 400 phones by program platform, the CRBT that the enterprise of sounding before the client squeezes into enterprise's 400 phone access failures sets up on their own easily is transferred to relevant departments by the IVR Voice Navigation; Intelligence call forwarding function can be made intelligent decision according to situations such as time, week, areas, carries out call forwarding by the strategy that pre-sets; Call out the obstruction function black and white lists can self-servicely be set, convenient control malicious call; Have tone information, seat prompting, satisfaction evaluation function, allow corporate client not miss any sales opportunnities.400 phones give enterprise a number that never changes, allow the phone of each incoming call can both obtain good processing, enterprises service is attained a yet higher goal, increase the businesses trust degree, better show strength, 400 phones promote corporate image comprehensively, show service and brand, for enterprise brings more multiple-effect rate and business opportunity.
Description of drawings
Fig. 1 is the present invention's 400 phone cloud call center system structural representations;
Fig. 2 is the partial node structural representation of the present invention's 400 phone cloud call center systems.
Among the figure:
A1: be the intelligent network of operator, the IN service of carrying operator
A2: this locality exchange that is operator
B: be 400 core CTI platforms.Wherein adopt digital junction 2M line to be connected between B and the A2
T3: be to represent third party's application product
M3: representative is the self-operation product of operator
C: be 400 system business centre of support and data centers.
OC: be the switch of system, link to each other with using digital junction 2M line between the A.
S4: be cti server, be responsible for handling 400 CTI function (for example call proceeding, call manager, multimedia service, soft switch control and management etc.);
A: be the local switch that represents operator.
S1: application server is responsible for charging, data sync of system etc.
S2: be the Fax Server of system, be responsible for the transmitting-receiving of system's fax and handle.
S3: recording server is responsible for synchronization and management are carried out in calling;
S5: be system database server and file file, wherein file server is responsible for depositing recording file and system voice navigate file etc.
Embodiment
A kind of 400 phone cloud call center systems, intelligent distributed design is adopted in system's design, a hicap is divided into several partial nodes that are distributed in each operator just to be realized, data synchronization technology by multiple advanced person between each operator's partial node guarantees data sharing between each partial node and the consistency of data.
System is in the business realizing design, traffic logic (CTI part) and data logic (DATA) are separated, CTI is distributed to the switching center of each operator, the system data part then is placed on unified data center, data center and each CTI center link together by the Internet, have 2 to overlap data synchronous system independently and guarantee straightforward between both data between data center and each CTI system: a cover is based on the HESSIAN protocol, and a cover is the self-defined mechanism of developing fully based on TCP/IP.By this 2 cover independent mechanism conduct backup mutually, 2 cover realization tasks are divided list in the time of normal, and when wherein a cover lost efficacy, an other cover can all be taken over automatically, until task sharing is just carried out in an other cover recovery again.
Key technology point in 400 phone cloud call center system network configurations is as follows:
(1) the uniform data center has comprised the support system of 400 data processing centres and whole 400 business.This data center has adopted advanced blade server that telescopic high-performance treatments ability is provided physically, and uses the big capacity hard disk that redundant high-speed is arranged as storage medium, can satisfy the expansion of following 400 business.
(2) in each partial node part, cti server directly is connected with the switching center of operator by 2M digital trunk or soft switch.The concrete service logic implementation procedure of 400 business is all directly handled at each merogenesis, and the establishment of service logic, modification, deletion are then managed by the integrated service support system of data center.
(3) third party professional with the uniform data center be undertaken by the Internet interconnected, thereby can be incorporated into third party's uniform service 400 integrated service support system, unification is 400 enterprises services.400 operation systems guarantee the real-time of data communication, efficient and safety with using special-purpose interface protocol to carry out data interaction between third party's operation system.
(4) product of operator self and uniform data center be undertaken by the Internet interconnected, thereby can be the integrated service support system of the product unified integration to 400 of operator, unification is 400 enterprises services.400 operation systems guarantee the real-time of data communication, efficient and safety with using special-purpose interface protocol to carry out data interaction between the operation business support system.
The structure of the partial node of 400 phone cloud call center systems is as follows:
Partial node in fact also is the system of a cover Complete autonomy, is made up of cti server, database server, application server, recording server, file server.Wherein:
400 service call processing logic processes are as follows: the user dialed 400 o'clock, at first carry out professional preliminary treatment through user's operator intelligent network, and then be called to ownership place under 400, and by the switching center of ownership place calling forwarded to 400 service nodes and carry out 400 final Business Processing.
400 user side business processing logic processes are as follows: the user signs in to 400 integrated service support systems by oneself account number and password, and oneself 400 business is inquired about, customized and manages.For the user data change that takes place, the data simultaneous module of integrated service support system can trigger automatically, the partial node that the real time data synchronization that the user is revised arrives, and each partial node also can be synchronized to the integrated service support system automatically when change takes place user data.
400 phone cloud call center system correlation technique indexs are as follows:
1. system uses the C/S structure at nucleus module, the stability of using with the assurance system and the high efficiency on the system processing power.Use based on the B/S structure at user side, to improve simplicity and the ease for maintenance that the user uses.
2. system uses OO modularized design, supports to use distributed proccessing.
3. system supports multiple access solution, comprises based on PCI integrated circuit board structure, based on CPCI integrated circuit board structure and based on the solution of switch.
4. system's individual node can support 2048 lines to insert, and can carry out the power system capacity expansion by the multinode stacked system.
5. system supports several data storehouse system: SQL SERVER, SYBASE, ORACLE and MYSQL.
6. system supports secondary business development function.Provide based on script voice developing instrument for the IVR business, for user side, then provide based on multiple development schemes such as JAVA .NET.
7. support multiple speech coding form in multimedia voice data, the A-law (G.711) that support hardware is handled, μ-law, IMA-ADPCM, GSM reach the G.729A coding of form, and the 16-bit linear PCM, the MP3 that handle of software, the coding of VOX form, support the wav file of WINDOWS standard, the voice document of recording can be edited and play by sound instruments such as Cooledit.
8. system supports multiple signaling method simultaneously.Comprise SS1: the DL signaling and the MFC signaling SS7 that meet international GF002-9002; The pertinent regulations DSS1 of accord with Q 771-Q795 suggestion, accord with Q .933 suggesting system for wearing heap(ed) capacity; The soft switch relevant criterion that meets telecommunication service.
Claims (2)
1. phone cloud call center system, it is characterized in that: this system is divided into the partial node that several are distributed in each operator to a hicap, by data synchronization technology, guarantee data sharing between each partial node and the consistency of data between each operator's partial node; System is in the business realizing design, traffic logic CTI part and data logic DATA are separated, CTI is distributed to the switching center of each operator, the system data part then is placed on unified data center, data center and each CTI center link together by the Internet, have 2 to overlap data synchronous system independently and guarantee straightforward between both data between data center and each CTI system: a cover is based on the HESSIAN protocol, and a cover is the self-defined mechanism of developing fully based on TCP/IP; By this 2 cover independent mechanism conduct backup mutually, 2 cover realization tasks are divided list in the time of normal, and when wherein a cover lost efficacy, an other cover can all be taken over automatically, until task sharing is just carried out in an other cover recovery again.
2. according to the described 400 phone cloud call center systems of claim 1, it is characterized in that: this system comprises that 400 system business support and the C of data center, 400 system business centres of support and the C of data center are connected with self-operation product M3 and third party's application product T3 of CTI platform B, operator respectively, and the CTI platform connects the intelligent network of operator by this locality exchange of operator.
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| CN2013101266544A CN103259942A (en) | 2013-04-12 | 2013-04-12 | 400 phone cloud call center system |
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| CN2013101266544A CN103259942A (en) | 2013-04-12 | 2013-04-12 | 400 phone cloud call center system |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110418019A (en) * | 2019-03-06 | 2019-11-05 | 上海金润信息技术有限公司 | A kind of scheduling system and its implementation for 400 call centers |
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| US20070232306A1 (en) * | 2004-03-23 | 2007-10-04 | Regina Johannesson | Method of and system for selecting a plmn for network sharing |
| CN101227632A (en) * | 2008-01-25 | 2008-07-23 | 深圳市科陆电子科技股份有限公司 | Distributed call centre system and traffic distributed transferring method |
| CN101651756A (en) * | 2008-08-14 | 2010-02-17 | 中兴通讯股份有限公司 | Call center disaster recovery system, implementation method and call centers |
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2013
- 2013-04-12 CN CN2013101266544A patent/CN103259942A/en active Pending
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20070232306A1 (en) * | 2004-03-23 | 2007-10-04 | Regina Johannesson | Method of and system for selecting a plmn for network sharing |
| CN101227632A (en) * | 2008-01-25 | 2008-07-23 | 深圳市科陆电子科技股份有限公司 | Distributed call centre system and traffic distributed transferring method |
| CN101651756A (en) * | 2008-08-14 | 2010-02-17 | 中兴通讯股份有限公司 | Call center disaster recovery system, implementation method and call centers |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110418019A (en) * | 2019-03-06 | 2019-11-05 | 上海金润信息技术有限公司 | A kind of scheduling system and its implementation for 400 call centers |
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Application publication date: 20130821 |