CN103281461A - Call center monitoring method, device and system - Google Patents
Call center monitoring method, device and system Download PDFInfo
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Abstract
The invention discloses a call center monitoring method, a call center monitoring device and a call center monitoring system, wherein the method comprises the steps that the operating parameters of each piece of communication equipment are collected according to the acquisition protocol of each piece of communication equipment, and the operating parameters include the state parameter and the performance parameter; the collected operating parameters of each piece of communication equipment are stored; alarm inquiries of different communication equipment are carried out according to the stored operating parameters of different communication equipment; the alarm inquiry comprises: whether the stored operating parameters of the communication equipment are matched with the preset parameter target values or not are judged, and alarm information is sent when mismatching occurs. According to the method, the device and the system, one monitoring platform is adopted to monitor a call center as one integral monitoring object, and the invention avoids the situation in the prior art that multiple monitoring platforms are used, each monitoring platform corresponds to one type of communication equipment, and communication equipment in the call center is monitored in a centralized manner. When communication equipment is in fault, alarm information can be sent automatically, monitoring staff do not need to query and find out the fault actively, and the maintenance efficiency of the call center is improved.
Description
Technical field
The present invention relates to network communications technology field, relate to a kind of call center method for supervising, device and system in particular.
Background technology
The call center is exactly the place of concentrating relatively at, the service organization that is formed by a collection of attendant, usually utilize computer communication technology, processing is condescended to inquire from enterprise, client's phone, especially possesses the ability of handling a large amount of callings simultaneously, also possess caller ID display, incoming call can be distributed to automatically the personnel that possess corresponding technical ability and be handled, and can record and store all calling information.
Nowadays the call center is in the every profession and trade extensive use, and customer relation management more and more is subjected to enterprises pay attention.In the extensive development in call center, the importance that Call Center Platform is safeguarded also manifests day by day.Because the complexity of communication system, maintenance work needs the professional skill training, safeguards that threshold is very high.In the prior art, monitoring for communication apparatus in the call center is ad hoc mode, it is the communication apparatus of different manufacturers in the call center, independent separately supervising device and the management maintenance page often will be arranged, if want to check the operation conditions of whole call center, need check dozens of different system management maintenance module, and these modules are dispersed in different positions.This distributed monitoring and maintenance mode when call center's device fails, need the staff to check that initiatively different system modules could be found or definite faulty equipment, have reduced the maintenance efficiency of call center.
Summary of the invention
The invention provides a kind of call center method for supervising, device and system, to solve the low technical problem of call center's maintenance efficiency that the dispersion of Call Center Platform management maintenance causes in the prior art, to improve call center's maintenance efficiency.
For solving the problems of the technologies described above, the invention provides a kind of call center method for supervising, device and system, the invention provides following technical scheme:
A kind of call center method for supervising, this method comprises:
According to the configuration information of each communication apparatus, gather the operational factor of each communication apparatus, described operational factor comprises state parameter and performance parameter;
The operational factor of each communication apparatus of storage of collected;
Carry out the alarm inquiry of different communication equipment according to the different communication equipment operational factor of storage, described alarm inquiry comprises: whether communication apparatus operational factor and the parameter preset desired value of judging storage mate, and send a warning message when not matching.
Preferably, the operational factor of the communication apparatus of described storage of collected comprises:
For state parameter, if the state parameter of communication apparatus has record in database, then whether the adjacent state parameter that collects for twice is identical before and after relatively, if identical, then upgrades the time of preserving this state parameter; As if different, then preserve the state parameter of the communication apparatus of current time collection; If the state parameter of communication apparatus does not have record in database, preserve the state parameter of the communication apparatus of current time collection;
For performance parameter, directly preserve the performance parameter of each communication apparatus.
Preferably, described sending a warning message comprises:
Send the warning information that carries the alarm level indication according to any alarm mode in communication apparatus default mail alarm, short message alarm and the audible and visual alarm.
Preferably, described configuration information comprises device parameter and operational factor to be collected and the standard value of operational factor of communication apparatus, and described device parameter comprises address, device name, the equipment acquisition protocols of communication apparatus at least.
Preferably, before the operational factor of each communication apparatus of described storage of collected, also comprise:
The state parameter of each communication apparatus of gathering is converted into the data of first data format;
The performance parameter of each communication apparatus of gathering is converted into the data of second data format.
Preferably, described method also comprises: according to the operational factor of each communication apparatus of storing, for each communication apparatus is formulated the operation trend form, so that check the ruuning situation of communication apparatus in Preset Time.
Preferably, described method also comprises:
Periodically delete the operational factor of the communication apparatus of storage.
Preferably, if will upgrade the configuration of the parameter to be collected of communication apparatus, described method also comprises:
Time-out upgrades the configuration information of this communication apparatus to the collection of this communication apparatus operational factor;
Verification is carried out in renewal to this communication apparatus configuration information, if verification is correct, preserves the configuration information after this communication apparatus upgrades;
Carry out the collection of this communication apparatus operational factor according to the configuration information after upgrading.
Preferably, described method also comprises:
When increasing communication apparatus newly, preserve the configuration information of described newly-increased communication apparatus;
Carry out collection to this equipment operational factor according to the configuration information of this newly-increased communication apparatus.
The present invention also provides a kind of call center supervising device, and described device comprises:
Acquisition module is used for the configuration information according to each communication apparatus, the operational factor of gathering each communication apparatus, and described operational factor comprises state parameter and performance parameter;
Memory module is used for the operational factor of each communication apparatus of storage of collected;
Enquiry module, be used for carrying out according to the different communication equipment operational factor of storage the alarm inquiry of different communication equipment, described alarm inquiry comprises: whether operational factor and the parameter preset desired value of judging the communication apparatus of storage mate, and send a warning message when not matching.
Preferably, described memory module comprises:
Comparison sub-module, when the parameter of be used for gathering was state parameter, if the state parameter of communication apparatus has record in database, whether the adjacent state parameter that collects for twice was identical before and after relatively;
Preserve submodule, when the result who is used for described comparison sub-module is identical, upgrade the time of preserving this state parameter, when the result of described comparison sub-module is inequality, preserve the state parameter of the communication apparatus of current time collection, if the state parameter of communication apparatus does not have record in database, preserve the state parameter of the communication apparatus of current time collection, when the parameter of gathering is performance parameter, the performance parameter of directly preserving each communication apparatus.
Preferably, described configuration information comprises device parameter and operational factor to be collected and the standard value of operational factor of communication apparatus, and described device parameter comprises address, device name, the equipment acquisition protocols of communication apparatus at least.
Preferably, described memory module also comprises:
The first transformant module is used for before the operational factor of communication apparatus of storage of collected, the state parameter of each communication apparatus of gathering is converted into the data of first data format;
The second transformant module is used for before the operational factor of communication apparatus of storage of collected, the performance parameter of each communication apparatus of gathering is converted into the data of second data format.
Preferably, described device also comprises: form is formulated module, is used for the operational factor according to each communication apparatus of storage, for each communication apparatus is formulated the operation trend form, so that check the ruuning situation of communication apparatus in Preset Time.
Preferably, described device also comprises:
Removing module is used for the periodically operational factor of the communication apparatus of deletion storage.
Preferably, described device also comprises:
The configuration information update module when be used for upgrading the configuration of parameter to be collected of communication apparatus, is suspended the collection to this communication apparatus operational factor, upgrades the configuration information of this communication apparatus;
The verification module is used for verification is carried out in the renewal of this communication apparatus configuration information;
Configuration information first is preserved module, when correct for verification, preserves the configuration information after this communication apparatus upgrades;
Then acquisition module is concrete for carrying out the collection of this communication apparatus operational factor according to the configuration information after upgrading.
Preferably, described device also comprises:
Configuration information second is preserved module, is used for preserving the configuration information of described newly-increased communication apparatus when increasing communication apparatus newly;
Then acquisition module is concrete for the collection of carrying out according to the configuration information of this newly-increased communication apparatus this equipment operational factor.
The present invention also provides a kind of call center supervisory control system, and described system comprises: the communication apparatus set and the above-mentioned arbitrary described supervising device that comprise at least one communication apparatus.
In the technical scheme of the present invention, the call center is done as a whole, for each communication apparatus wherein, the operational factor of gathering each communication apparatus according to the configuration information that arranges, and unified operational factor of preserving each communication apparatus of gathering.Then, carry out the alarm inquiry of each communication apparatus, be specially communication apparatus operational factor and the parameter preset desired value of judging storage and whether mate, and when not matching, send a warning message.Realized the centralized monitor to call center's communication apparatus.When communication apparatus breaks down, can send a warning message automatically, do not need business personnel's active inquiry to go to find, improved the efficient that the call center safeguards.
In addition, under actual scene, there is such situation, even the operational factor of certain communication apparatus of storage and the desired value of this communication apparatus operational factor do not match, may for the operation of this communication apparatus, can not cause tangible influence.Even for whole call center, whole call center also is in the process of normal operation.But, if keep current running status to continue operation, might cause the catastrophe failure of this communication apparatus or the operation of whole call center all caused seriously influencing.For said circumstances, adopt technical scheme of the present invention, operational factor and desired value at the communication apparatus of storing do not match with regard to alarm, the monitor staff is pinpointed the problems timely, avoid the more generation of major break down, improve the safety in operation of call center or communication apparatus, reduced the influence to business, improved the maintenance efficiency of communication apparatus.
Description of drawings
In order to be illustrated more clearly in the embodiment of the present application or technical scheme of the prior art, to do to introduce simply to the accompanying drawing of required use in embodiment or the description of the Prior Art below, apparently, the accompanying drawing that describes below only is some embodiment that put down in writing among the application, for those of ordinary skills, under the prerequisite of not paying creative work, can also obtain other accompanying drawing according to these accompanying drawings.
Fig. 1 is the flow chart of a kind of call center of the present invention method for supervising embodiment 1;
Fig. 2 is the flow chart of a kind of call center of the present invention method for supervising embodiment 2;
The monitoring Organization Chart of Fig. 3 for using in the embodiment of the invention;
Fig. 4 is the structural representation of a kind of call center of the present invention supervising device embodiment 1;
Fig. 5 is the structural representation of memory module in the embodiment of the invention;
Fig. 6 is the structural representation of a kind of call center of the present invention supervising device embodiment 2;
Fig. 7 is the structural representation of a kind of call center of the present invention supervisory control system embodiment 1.
Embodiment
In order to make those skilled in the art person understand the present invention program better, below in conjunction with the accompanying drawing in the embodiment of the invention, technical scheme in the embodiment of the invention is clearly and completely described, obviously, described embodiment only is the present invention's part embodiment, rather than whole embodiment.Based on the embodiment among the present invention, those of ordinary skills belong to the scope of protection of the invention not making the every other embodiment that obtains under the creative work prerequisite.
With reference to shown in Figure 1, be the flow chart of a kind of call center method for supervising embodiment 1 provided by the invention, present embodiment specifically can comprise:
Step 101: the operational factor of gathering each communication apparatus.
Comprise a plurality of different communication apparatus in the call center, its corresponding acquisition protocols, device address are different, so if gather the operational factor of communication apparatus, want earlier it to be configured, concrete, the configuration information of communication apparatus comprises device parameter and operational factor to be collected and the desired value of operational factor of communication apparatus, described device parameter comprises address, device name, the equipment acquisition protocols of communication apparatus at least, and the desired value of described operational factor is used for the fault warning of follow-up equipment and judges.
In actual motion, gather the operational factor of each communication apparatus according to the configuration information of each communication apparatus.In addition, for different communication apparatus corresponding collection period, the operational factor of removing collecting device according to the collection period of each communication apparatus can also be set.Wherein, described operational factor comprises state parameter and performance parameter.Described performance parameter also can be called dynamic parameter, such as, for server, the whole utilization rate of the utilization rate of its each disk and disk is real-time change, each numerical value of gathering all may be different.Described state parameter also can be called static parameter, such as, the state of indication communication apparatus is online or off-line etc., with respect to performance parameter, state parameter is fixed.
Step 102: the operational factor of the communication apparatus of storage of collected.
By the description of above-mentioned steps 101 as can be known, for each communication apparatus, corresponding two class parameters all, one is state parameter, one is performance parameter.In when storage, also be different for the storage of above-mentioned two class parameters.State parameter is static, so for same communication apparatus, the adjacent state parameter that collects for twice may be identical, at this moment, do not need to repeat to preserve the state parameter of collection, as long as the time of this parameter that renewal has been preserved in database is just passable; If variation has taken place in the state parameter of gathering, such as, the state of communication apparatus will be preserved the state parameter of this communication apparatus of current time collection this moment by the online off-line that become; If the operational factor of this communication apparatus not also in the database, then the state parameter of this communication apparatus that directly will gather is saved in the database.And performance parameter is dynamic change, so will preserve the performance parameter that collects when actual storage at every turn, during storage the different performance parameters differentiations of gathering constantly of same communication apparatus is got final product.
Step 103: when the operational factor of communication apparatus and parameter preset desired value do not match, send a warning message.
Each communication apparatus, each corresponding performance parameter have a standard value that can guarantee its normal operation.When inquiry, judge whether the operational factor of communication apparatus and parameter preset desired value (standard value) mate, if do not match, then send a warning message to the monitor staff.Concrete, state parameter is static, if the state parameter of gathering is different with the state parameter of setting, then can think not match; And performance parameter is dynamic, so for performance parameter, described standard value can be a threshold value, when the performance parameter of gathering departs from threshold value, thinks not match.Specifically when realizing, the mode that communication apparatus alarm information sends can also be set, such as, mail alarm, short message alarm and audible and visual alarm etc.Simultaneously, for the bigger parameter of the value of departing from objectives, in order to cause relevant staff's attention, the rank of alarm also can be set, such as minor alarm, high severity alarm and gross error etc.Alarm for different stage also can arrange different recipients.For each communication apparatus, its corresponding polling cycle can also be set, carry out periodic alarm inquiry according to the communication apparatus operational factor of storage.
In the technical scheme of present embodiment, the mode that the goal-selling value of operational factor and the parameter of the communication apparatus by will storage is mated, determine whether this communication apparatus needs to send a warning message, if the operational factor of the communication apparatus of storage and the desired value of parameter do not match, send a warning message to the monitor staff.Use in the present embodiment monitor supervision platform with the call center as an integral monitoring object, and in prior art, do not have a plurality of monitor supervision platforms, each monitor supervision platform is established at a kind of communication, and the technical scheme of employing present embodiment has realized the centralized monitor to call center's communication apparatus.When communication apparatus breaks down, can send a warning message automatically, not need monitor staff's active inquiry to go to find, improve the efficient that the call center safeguards.In addition, can also realize giving warning in advance of significant trouble, so that the monitor staff in time investigates, avoid the operation of call center is brought influence.Such as, when the desired value of the operational factor of certain communication apparatus of storage and this communication apparatus operational factor does not match, may for the operation of this communication apparatus, can not cause tangible influence.Even for whole call center, whole call center also is in the process of normal operation.But, if keep current running status to continue operation, might cause the catastrophe failure of this communication apparatus or the operation of whole call center all caused seriously influencing.For said circumstances, adopt technical scheme of the present invention, do not match in operational factor and the desired value of the communication apparatus of storage and just alarm, the monitor staff is pinpointed the problems timely, avoid the more generation of major break down, improved the safety in operation of call center or communication apparatus.
In order further to understand technical scheme of the present invention, the present invention also provides a kind of call center method for supervising embodiment 2, with reference to shown in Figure 2, flow chart for a kind of call center method for supervising embodiment 2 provided by the invention, present embodiment can be regarded as a specific implementation on described embodiment 1 basis, in the present embodiment with embodiment 1 in the implementation of relevant step, can reference example 1, repeat no more in the present embodiment.
For the ease of the understanding to present embodiment, by the monitoring Organization Chart based on SmartLog shown in Figure 3 present embodiment is described, SmartLog monitoring framework is based on the C/S framework of .net platform, can detect the operation conditions of each equipment in real time, with communication apparatus, the business software that disperses, the unified monitoring.SmartLog monitoring framework is divided into data Layer, collection scheduling layer and presentation layer.Described data Layer is used for storing internal data.The operational factor that the collection scheduling layer can be gathered communication apparatus automatically according to default collection period is if problem is externally alarmed by dispatch layer.Presentation layer is collection configuration management and the OAM(operation Operation that is presented as one, manages Administration, safeguards Maintenance) system, running status that can the real time inspection communication apparatus, free report customization.
Among Fig. 3, AVaya cm device (abbreviating cm device as) (Avaya producer switch communication management system, Avaya Communication Manager), cti server (Computer Telecommunication Integration, computer telecommunication is integrated), AES server (Avaya Application Enablement Services, be used for to connect application server and CM) and ivr server (Interactive Voice Response, interactive voice response) be the communication apparatus in the present embodiment.Present embodiment specifically can comprise:
Step 201: the configuration information that communication apparatus is set.
Different communication apparatus, the acquisition protocols of supporting may be different, the operational factor that will remove to gather communication apparatus this moment by different interfaces (acquisition protocols is in actual applications with the embodiment of the form of acquisition interface), simultaneously also can collection period be set for each communication equipment, can adopt the mode of the configuration information that each communication apparatus is set, guide for gathering the communication apparatus operational factor.Described configuration information can comprise device parameter and operational factor to be collected and the desired value of operational factor of each communication apparatus again.Such as, be example with the cm device, its corresponding equipment parameter mainly comprises: device name, CM address (the IP address of server), login user name, password, PIN code, SNMP (Simple Network Management Protocol, Simple Network Management Protocol) password, acquisition interval (collection period), SSH login user (Secure Shell is the security protocol that is based upon on application layer and the transport layer basis) and SSH land password.
Be example equally with the cm device, can distinguish shown in reference table 1 and the table 2 for arranging of its state parameter and performance parameter that the configurable parameter of each communication apparatus is more, table 1 and table 2 only schematically illustrate the part operational factor of CM.Table 1 is cm device partial status parameter configuration.
Table 1 cm device partial status parameter configuration
| Parameter name | Parametric description | The parameter remarks | Alert levels | Operation |
| Link | CTI?link | CTI?link | Do not alarm | Revise |
| online | Whether online | Whether online | Minor alarm | Revise |
| isprimary | Whether operate in master server | Master server whether | Minor alarm | Revise |
| Gateway450 | The G450 gateway | The G450 gateway | Minor alarm | Revise |
| Gateway650 | The G650 gateway | The G650 gateway | Minor alarm | Revise |
State parameter configuration in the table 1, comprise that mainly parameter name (can not revise), parametric description (can not revise), parameter remarks (can revise, being convenient to personnel checks) and the demonstration of alert levels, wherein alert levels can adopt the form of combobox to show in actual applications, operating personnel can select to arrange according to actual needs, if do not need to monitor certain communication apparatus, then can the alert levels that it is corresponding all be set to not alarm.For the parameter that can revise, " modification " shortcut can be set, just can submit amended parameter to as long as click " modification ".
Be example equally with the cm device, for arranging of its performance parameter can reference table 2 shown in, be cm device partial properties parameter configuration.
Table 2 cm device partial properties parameter configuration
The configuration of performance parameter in the table 2, comprise that mainly parameter name (read-only), parameter remarks are (after the parameter name setting, the user can revise remarks to parameter name according to individual's use habit, such as, if custom identifies the Cpu utilization rate with Cpu, can in remarks, only write Cpu exactly and get final product), parameter threshold (can revise), threshold value unit's (read-only), alarm criteria (read-only) alarm level.State parameter is fixed, and performance parameter is dynamic, and the performance parameter of the communication apparatus of monitoring of a certain moment is different sometimes, so can combobox be set at the parameter name place, selects the performance parameter of communication apparatus to be monitored for the monitor staff.
Step 202: the operational factor of gathering each communication apparatus.
Preferably, if in Preset Time, do not finish collecting work to communication apparatus, then continue the work of this image data, finish up to this collection, carry out collection next time again.
Step 203: the operational factor of each communication apparatus that will gather is carried out the conversion of data format.
Concrete, for state parameter, the state parameter difference of different communication equipment, preferred for the ease of the storage of subsequent parameter, earlier state parameter is carried out the conversion of form, all state parameters of gathering are converted into first data format.
State parameter is gathered function and is designed to:
String?DoCheckState(string?dllName，string?nodeID)；
First data format is: parameter 1| current state | the alarm details | and constructive information # parameter 2...| current state | the alarm details | constructive information # parameter n| current state | the alarm details | constructive information
Wherein " # " is that one-level separator, " | " are the secondary separator, and " current state " position is that 0 expression communication apparatus needs alarm; " current state " position is that 1 expression communication apparatus state is normal; " current state " position is the unknown of empty expression communication apparatus off-line state." alarm details " provide the detailed description of alarm when referring to need alarm; When " constructive information " refers to need alarm, provide suggestion for operation, suggestion can not be set to sky.
The all properties parameter of gathering is converted into second data format.Concrete, performance parameter is gathered function and is designed to: String DoCheckPerf (string dllName, string nodeID);
Second data format is: parameter 1$ subparameter 1; Subparameter ...; Subparameter n| parameter 1 value $ subparameter 1 value; Subparameter ... value; Subparameter n value ... # parameter n$ subparameter 1; Subparameter ...; Subparameter n| parameter value $ subparameter 1 value; Subparameter ... value; Subparameter n value.
Wherein, one-level separator (between each parameter) be " # ", secondary separator (between parameter and the value) for " | ", three fire resisting divisions symbols (between parameter and the subparameter) for " $ ", level Four separator (between each subparameter) for "; ".In order to understand second data format, be example with the utilance of server disk, suppose that parameter 1 represents the overall utilization of disk, subparameter 1 to n can be understood as the utilance of each disk so.
Step 204: the operational factor of the communication apparatus of storage of collected.
In database, the operational factor of each communication apparatus can be kept in the node, the corresponding equipment of each node, identify different communication apparatus with device id, state parameter and performance parameter for a certain communication apparatus can be preserved with the form of record respectively, but all are kept in the node of this communication apparatus correspondence at last.The storage data format of different pieces of information in database can reference table 3-table 6 shown in.
The file layout of each parameter of table 3 in database
The historical information that all alarms of table 4 occur and recover
Data logger (record of each parameter of each acquisition interval) in table 5 performance parameter 24 hours
Table 6 performance parameter history table (per hour record of each parameter)
Wherein, in the table 3-table 6, described nodal information is used for a plurality of connection device instance of sign monitoring, is generated by OAM; Described virtual unit is each performance parameter; Described state refers to whether monitored communication apparatus operation is normal, concrete, for state parameter, can be undesired with " 0 " expression, and " 1 " expression is normal; For performance parameter, " 0 " expression is undesired, namely exceeds the preset threshold scope, and " 1 " expression is normal, namely in the preset threshold scope.
Described alarm grade can comprise: do not alarm, minor alarm, high severity alarm and gross error; Executive role specifically refers to the definition of operater field in the table 3, and simulation tool then starts with S_ if capture program is then filled in M_system; Client has displayed page to all alarms, can report to the police by client cancellation, and namely manual certain parameter is set to normal condition, so executive role is OAM end manual cancellation when reporting to the police, fills in U_localip; When there is subparameter in described concrete parameter, be parameter _ subparameter.
Monitoring for the cm device of call center is more special, and detected result can comprise CM itself to the definition information of alarm level, is used for the IsAlarm field and represents that sometimes this information is also very important for customer care, so need note.Can corresponding multiple different situation for the definition of IsAlarm field in the table 3, concrete, the rank that " 1 " expression Alarm order detects is the parameter of Major; The rank that " 2 " expression Alarm order detects is the parameter of Minor, and the rank that " 3 " expression Alarm order detects is the Warning parameter, and " 0 " represents other parameter, comprises third party's parameter; The IsAlarm state of former record is not changed in " 1 " expression; This alarm level with SmartLog supervisory control system definition itself does not have corresponding relation.
Step 205: according to the polling cycle of each communication apparatus, carry out the alarm inquiry of communication apparatus.
Carry out the alarm inquiry of communication apparatus according to the communication apparatus operational factor of storage, when the operational factor of communication apparatus and parameter preset desired value do not match, send a warning message to the monitor staff.Because operational factor is divided into state parameter and performance parameter, so specifically judge when whether the operational factor of communication apparatus and parameter preset desired value mate, have some differences.Such as, be set to example with the parameter of cm device, if the standard state of default cm device should be online, and the state of this equipment that collects is off-line, at this moment, need send a warning message to the monitor staff, to inform monitor staff's cm device off-line.Performance parameter with the cm device shown in the table 2 is example, if a certain performance parameter of default cm device is higher than predetermined threshold value, need send a warning message to the monitor staff.In practical operation, warning information can be set send under the unsuccessful situation and retransmit warning information, the number of times of repeating transmission can be set simultaneously.
When alarm took place communication apparatus, the monitor staff receives warning information can know that fault has taken place which communication apparatus.When reality realizes, the technical scheme of present embodiment represent to the monitor staff be a patterned interface, be convenient to the monitor staff and check.What show at main interface is the topological diagram of all monitored communication apparatus of call center, if certain communication apparatus breaks down, can adopt the mode that changes corresponding communication apparatus background color to inform the monitor staff.Like this, the monitor staff just can know the ruuning situation of whole monitoring system by the change color of communication apparatus.
Simultaneously, the form of employing snapshot derives the monitor data of communication apparatus from database, like this, just can adopt the form that ejects dialog box on main interface, clicks this dialog box, can enter the detailed interface of this communication apparatus operation.Such as, be example with the station of attending a banquet, if check the concrete ruuning situation of the station of attending a banquet, can click the station corresponding equipment icon of attending a banquet at the network topological diagram of call center's supervisory control system, enter the pattern exhibiting page of the station of attending a banquet, the service management personnel can see the sum of attending a banquet, incoming call sum, exhalation sum intuitively, abandon sum and service quality by the described station figure that attends a banquet.Can understand simultaneously which attends a banquet is busy condition, and which is attended a banquet is idle condition or breaks down, and when the station figure that attends a banquet broke down, the service management personnel can in time locate, and deal with problems fast.If the collection that supervisory control system itself causes unusually service suspends, also have warning reminding.
Step 206: the configuration information of revising communication apparatus.
Before the configuration information of revising (renewal) a certain communication apparatus, (hence one can see that need to suspend collection to this communication apparatus operational factor, in practical operation, can suspend the collection of all communication apparatus or part communication apparatus), after the configuration information of this communication apparatus has been revised, need verify amended configuration information, configuration for performance parameter, can adopt rough verification mode, such as, if the parameter of percentage then needs this parameter greater than 0 and less than 100.If revise the state parameter of this communication apparatus, then need to adopt amended parameter to carry out parameter acquisition to this communication apparatus, if operational factor collection success, then verification succeeds can be carried out the collection of this communication apparatus operational factor according to amended configuration.
Step 207: the collection of newly-increased communication apparatus operational factor.
Add fashionablely as new communication apparatus, such as, the third party system shown in Fig. 3, at this moment, as long as increase the configuration information of newly-increased communication apparatus, can carry out follow-up parameter acquisition.
Step 208: for communication apparatus is formulated the operation trend form.
Can formulate the operation trend form for each communication apparatus according to the history run parameter of the communication apparatus of storing, be convenient to obtain the ruuning situation of communication apparatus in a period of time.
Step 209: the operational factor of periodically deleting the communication apparatus of storage.
Preferably, in practical operation, the history run parameter of communication apparatus that can also periodic deletion storage, such as with 24 hours be one-period, the operational factor of the communication apparatus that can before some regular time of every day this time point of point deletion, store.
Need to prove that described step 206 is to the order that does not have between the step 209 successively to carry out, and described 4 steps can be implemented according to actual needs.
The technical scheme of present embodiment, except can realizing beneficial effect that embodiment 1 brings, further, the data format of having unified each communication apparatus operational factor in the present embodiment, provide unified data transmission interface with respect to upper layer module, be convenient to newly-increased checkout equipment, realize the expansion of call center's monitoring.Be convenient to the storage of data, improve data storage efficiency.The warning information structure Design is convenient to newly-increased alarm mode.Simultaneously can provide statistical report form according to the ruuning situation of monitored device, be convenient to check the operation trend of communication apparatus in a period of time, help the client faster system to be safeguarded that the resolution system incipient fault reduces the negative effect that fault is brought client's business greatly.Help enterprise to save time and the manpower of pinpointing the problems in a large number, can really realize the unattended operation of call center's monitoring.
In the present embodiment, when alarm failure appears in monitored device, provide the data export function, can provide important reference data for problem further solves.Simultaneously, be a pure software solution based on the monitoring framework of SmartLog, only need a PC (personal computer) deployment software system, and the proper network connectivity of assurance and monitored device gets final product.
Need to prove, because a unified data transmission interface has been arranged, so when reality realizes, can reduce coupling, improve design efficiency.Whole monitoring framework is divided into several sections according to monitor task, and each partial interior is freely realized its function, and is undertaken alternately by fixing interface between the various piece.
Above content is described method embodiment of the present invention in detail, and correspondingly, the embodiment of the invention also provides the device embodiment corresponding with preceding method embodiment.A kind of call center provided by the invention supervising device referring to shown in Figure 4, is a kind of call center supervising device embodiment 1 provided by the invention, structural representation, described device comprises:
Preferably, with reference to shown in Figure 5, be the structural representation of described memory module 402, described memory module 402 comprises:
Preserve submodule 502, when the result who is used for described comparison sub-module is identical, upgrade the time of preserving this state parameter, when the result of described comparison sub-module is inequality, preserve the state parameter of the communication apparatus of current time collection, if the state parameter of communication apparatus does not have record in database, preserve the state parameter of the communication apparatus of current time collection, when the parameter of gathering is performance parameter, the performance parameter of directly preserving each communication apparatus.
Preferably, a kind of call center supervising device embodiment 2 provided by the invention with reference to shown in Figure 6, is the structural representation of a kind of call center supervising device embodiment 2 provided by the invention, and except described module shown in Figure 4, described device also comprises:
Form is formulated module 601, is used for the operational factor according to each communication apparatus of storage, for each communication apparatus is formulated the operation trend form, so that check the ruuning situation of communication apparatus in Preset Time;
Removing module 602 is used for the periodically operational factor of the communication apparatus of deletion storage;
Configuration information update module 603 when be used for upgrading the configuration of parameter to be collected of communication apparatus, is suspended the collection to this communication apparatus operational factor, upgrades the configuration information of this communication apparatus;
Configuration information first is preserved module 605, when correct for verification, preserves the configuration information after this communication apparatus upgrades;
Then acquisition module is concrete for carrying out the collection of this communication apparatus operational factor according to the configuration information after upgrading;
Configuration information second is preserved module 606, is used for preserving the configuration information of described newly-increased communication apparatus when increasing communication apparatus newly;
Then acquisition module is concrete for the collection of carrying out according to the configuration information of this newly-increased communication apparatus this equipment operational factor.
Preferably, the present invention also provides a kind of call center supervisory control system embodiment 1, with reference to shown in Figure 7, be the structural representation of a kind of call center supervisory control system embodiment 1 provided by the invention, described system comprises: comprise the communication apparatus set 701 of at least one communication apparatus and the supervising device 702 shown in the arbitrary figure of Fig. 4-Fig. 6.
Need to prove, term " comprises ", " comprising " or its any other variant are intended to contain comprising of nonexcludability, thereby make and comprise that process, method, article or the equipment of a series of key elements not only comprise those key elements, but also comprise other key elements of clearly not listing, or also be included as the intrinsic key element of this process, method, article or equipment.Do not having under the situation of more restrictions, the key element that is limited by statement " comprising ... ", and be not precluded within process, method, article or the equipment that comprises described key element and also have other identical element.
For system embodiment, because it corresponds essentially to method embodiment, so relevant part gets final product referring to the part explanation of method embodiment.System embodiment described above only is schematic, wherein said unit as the separating component explanation can or can not be physically to separate also, the parts that show as the unit can be or can not be physical locations also, namely can be positioned at a place, perhaps also can be distributed on a plurality of network element.Can select wherein some or all of module to realize the purpose of present embodiment scheme according to the actual needs.Those of ordinary skills namely can understand and implement under the situation of not paying creative work.
The above only is the specific embodiment of the present invention; should be pointed out that for those skilled in the art, under the prerequisite that does not break away from the principle of the invention; can also make some improvements and modifications, these improvements and modifications also should be considered as protection scope of the present invention.
Claims (18)
1. call center's method for supervising is characterized in that, described method comprises:
According to the configuration information of each communication apparatus, gather the operational factor of each communication apparatus, described operational factor comprises state parameter and performance parameter;
The operational factor of each communication apparatus of storage of collected;
Carry out the alarm inquiry of different communication equipment according to the different communication equipment operational factor of storage, described alarm inquiry comprises: whether communication apparatus operational factor and the parameter preset desired value of judging storage mate, and send a warning message when not matching.
2. method according to claim 1 is characterized in that, the operational factor of the communication apparatus of described storage of collected comprises:
For state parameter, if the state parameter of communication apparatus has record in database, then whether the adjacent state parameter that collects for twice is identical before and after relatively, if identical, then upgrades the time of preserving this state parameter; As if different, then preserve the state parameter of the communication apparatus of current time collection; If the state parameter of communication apparatus does not have record in database, preserve the state parameter of the communication apparatus of current time collection;
For performance parameter, directly preserve the performance parameter of each communication apparatus.
3. method according to claim 1 is characterized in that, described sending a warning message comprises:
Send the warning information that carries the alarm level indication according to any alarm mode in communication apparatus default mail alarm, short message alarm and the audible and visual alarm.
4. method according to claim 1 is characterized in that, described configuration information comprises:
The desired value of the device parameter of communication apparatus and operational factor to be collected and operational factor, described device parameter comprise address, device name, the equipment acquisition protocols of communication apparatus at least.
5. method according to claim 1 is characterized in that, before the operational factor of each communication apparatus of described storage of collected, also comprises:
The state parameter of each communication apparatus of gathering is converted into the data of first data format;
The performance parameter of each communication apparatus of gathering is converted into the data of second data format.
6. method according to claim 1 is characterized in that, described method also comprises:
According to the operational factor of each communication apparatus of storing, for each communication apparatus is formulated the operation trend form, so that check the ruuning situation of communication apparatus in Preset Time.
7. method according to claim 1 is characterized in that, described method also comprises:
Periodically delete the operational factor of the communication apparatus of storage.
8. method according to claim 4 is characterized in that, if will upgrade the configuration of the parameter to be collected of communication apparatus, described method also comprises:
Time-out upgrades the configuration information of this communication apparatus to the collection of this communication apparatus operational factor;
Verification is carried out in renewal to this communication apparatus configuration information, if verification is correct, preserves the configuration information after this communication apparatus upgrades;
Carry out the collection of this communication apparatus operational factor according to the configuration information after upgrading.
9. method according to claim 1 is characterized in that, described method also comprises:
When increasing communication apparatus newly, preserve the configuration information of described newly-increased communication apparatus;
Carry out collection to this equipment operational factor according to the configuration information of this newly-increased communication apparatus.
10. call center's supervising device is characterized in that, described device comprises:
Acquisition module is used for the configuration information according to each communication apparatus, the operational factor of gathering each communication apparatus, and described operational factor comprises state parameter and performance parameter;
Memory module is used for the operational factor of each communication apparatus of storage of collected;
Enquiry module, be used for carrying out according to the different communication equipment operational factor of storage the alarm inquiry of different communication equipment, described alarm inquiry comprises: whether communication apparatus operational factor and the parameter preset desired value of judging storage mate, and send a warning message when not matching.
11. device according to claim 10 is characterized in that, described memory module comprises:
Comparison sub-module, when the parameter of be used for gathering was state parameter, if the state parameter of communication apparatus has record in database, whether the adjacent state parameter that collects for twice was identical before and after relatively;
Preserve submodule, when the result who is used for described comparison sub-module is identical, upgrade the time of preserving this state parameter, when the result of described comparison sub-module is inequality, preserve the state parameter of the communication apparatus of current time collection, if the state parameter of communication apparatus does not have record in database, preserve the state parameter of the communication apparatus of current time collection, when the parameter of gathering is performance parameter, the performance parameter of directly preserving each communication apparatus.
12. device according to claim 10, it is characterized in that, described configuration information comprises device parameter and operational factor to be collected and the desired value of operational factor of communication apparatus, and described device parameter comprises address, device name, the equipment acquisition protocols of communication apparatus at least.
13. device according to claim 10 is characterized in that, described memory module also comprises:
The first transformant module is used for before the operational factor of communication apparatus of storage of collected, the state parameter of each communication apparatus of gathering is converted into the data of first data format;
The second transformant module is used for before the operational factor of communication apparatus of storage of collected, the performance parameter of each communication apparatus of gathering is converted into the data of second data format.
14. device according to claim 10 is characterized in that, described device also comprises:
Form is formulated module, is used for the operational factor according to each communication apparatus of storage, for each communication apparatus is formulated the operation trend form, so that check the ruuning situation of communication apparatus in Preset Time.
15. device according to claim 10 is characterized in that, described device also comprises:
Removing module is used for the periodically operational factor of the communication apparatus of deletion storage.
16. device according to claim 12 is characterized in that, described device also comprises:
The configuration information update module when be used for upgrading the configuration of parameter to be collected of communication apparatus, is suspended the collection to this communication apparatus operational factor, upgrades the configuration information of this communication apparatus;
The verification module is used for verification is carried out in the renewal of this communication apparatus configuration information;
Configuration information first is preserved module, when correct for verification, preserves the configuration information after this communication apparatus upgrades;
Then acquisition module is concrete for carrying out the collection of this communication apparatus operational factor according to the configuration information after upgrading.
17. device according to claim 10 is characterized in that, described device also comprises:
Configuration information second is preserved module, is used for preserving the configuration information of described newly-increased communication apparatus when increasing communication apparatus newly;
Then acquisition module is concrete for the collection of carrying out according to the configuration information of this newly-increased communication apparatus this equipment operational factor.
18. call center's supervisory control system is characterized in that, described system comprises:
Comprise that the communication apparatus set of at least one communication apparatus and claim 10 are to each described supervising device of claim 17.
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| CN2013101515462A CN103281461A (en) | 2013-04-26 | 2013-04-26 | Call center monitoring method, device and system |
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| CN104052631A (en) * | 2014-05-22 | 2014-09-17 | 中兴通讯股份有限公司 | Equipment information collecting method, device and system |
| CN104852810A (en) * | 2014-02-18 | 2015-08-19 | 中国移动通信集团公司 | Method and equipment for determining abnormity of business platform |
| CN105025179A (en) * | 2015-08-21 | 2015-11-04 | 携程计算机技术（上海）有限公司 | Method and system for monitoring service agents of call center |
| CN105743706A (en) * | 2016-03-31 | 2016-07-06 | 武汉虹信技术服务有限责任公司 | Disk array performance monitoring and early-warning method and system based on HTTP |
| CN106791236A (en) * | 2016-12-27 | 2017-05-31 | 携程旅游网络技术（上海）有限公司 | The management system of call center |
| CN107426013A (en) * | 2017-05-27 | 2017-12-01 | 重庆交通开投科技发展有限公司 | Facility information monitoring method, apparatus and system |
| CN107493397A (en) * | 2017-09-15 | 2017-12-19 | 厦门集微科技有限公司 | A kind of method for early warning and device of auto dialing test |
| CN108280013A (en) * | 2018-02-05 | 2018-07-13 | 中国银行股份有限公司 | A kind of methods of exhibiting and device of the environmental resource monitoring page |
| CN109660405A (en) * | 2019-01-10 | 2019-04-19 | 平安科技（深圳）有限公司 | Disaster recovery method, device, equipment and the storage medium of call center |
| CN111447329A (en) * | 2020-03-31 | 2020-07-24 | 携程旅游信息技术（上海）有限公司 | Method, system, device and medium for monitoring state server in call center |
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| CN103475548A (en) * | 2013-09-30 | 2013-12-25 | 迈普通信技术股份有限公司 | Device and method for monitoring network device |
| CN104852810A (en) * | 2014-02-18 | 2015-08-19 | 中国移动通信集团公司 | Method and equipment for determining abnormity of business platform |
| CN104852810B (en) * | 2014-02-18 | 2018-11-30 | 中国移动通信集团公司 | A kind of determination method and apparatus of business platform exception |
| CN104052631A (en) * | 2014-05-22 | 2014-09-17 | 中兴通讯股份有限公司 | Equipment information collecting method, device and system |
| CN105025179B (en) * | 2015-08-21 | 2018-02-06 | 上海携程商务有限公司 | The monitoring method and system of call center's seat |
| CN105025179A (en) * | 2015-08-21 | 2015-11-04 | 携程计算机技术（上海）有限公司 | Method and system for monitoring service agents of call center |
| CN105743706A (en) * | 2016-03-31 | 2016-07-06 | 武汉虹信技术服务有限责任公司 | Disk array performance monitoring and early-warning method and system based on HTTP |
| CN106791236A (en) * | 2016-12-27 | 2017-05-31 | 携程旅游网络技术（上海）有限公司 | The management system of call center |
| CN107426013A (en) * | 2017-05-27 | 2017-12-01 | 重庆交通开投科技发展有限公司 | Facility information monitoring method, apparatus and system |
| CN107493397A (en) * | 2017-09-15 | 2017-12-19 | 厦门集微科技有限公司 | A kind of method for early warning and device of auto dialing test |
| CN108280013A (en) * | 2018-02-05 | 2018-07-13 | 中国银行股份有限公司 | A kind of methods of exhibiting and device of the environmental resource monitoring page |
| CN109660405A (en) * | 2019-01-10 | 2019-04-19 | 平安科技（深圳）有限公司 | Disaster recovery method, device, equipment and the storage medium of call center |
| CN109660405B (en) * | 2019-01-10 | 2022-09-20 | 平安科技（深圳）有限公司 | Disaster recovery method, device, equipment and storage medium for call center |
| CN111447329A (en) * | 2020-03-31 | 2020-07-24 | 携程旅游信息技术（上海）有限公司 | Method, system, device and medium for monitoring state server in call center |
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Application publication date: 20130904 |