CN103297625A - CTI (computer telecommunication integration) middleware system of call center and virtualization method - Google Patents
CTI (computer telecommunication integration) middleware system of call center and virtualization method Download PDFInfo
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Abstract
The invention provides a CTI (computer telecommunication integration) middleware system of a call center and a virtualization method. The CTI middleware system comprises a plurality of PBX access service modules, a plurality of softphone service modules, a load balancing service module and desktop softphone client sides, wherein the PBX access service modules receive phone services transferred to the softphone service modules and receive various control requests pushed from the softphone service modules for the phone services; the load balancing service module distributes the most underloaded softphone service modules to each desktop softphone client side in real time; the softphone service module processes various phone services logically, transfers the corresponding phone services to the corresponding desktop softphone client side, and acquires various control requests of the phone services to transfer to the corresponding PBX access service modules; the desktop softphone client sides receive the phone services from the softphone service modules and transmit the various control requests for the phone services. All-service support, dynamic using of extensions, high reliability and lower operation and maintenance cost are realized under the condition that the call center (contact center) can be continuously scaled up.
Description
Technical field
The present invention relates to a kind of CTI middleware system and virtual method of call center.
Background technology
Expansion day by day along with existing call center (liaison centre) scale, original CTI(Computer Telecommunication Integration, computer telecommunication is integrated) system can't satisfy business department CTI system full-service, agent extension such as have been used, do not interrupted in professional 24 hours flexibly at many-sided demand, also can't satisfy operation department to the demand of aspects such as CTI system simple and flexible O﹠M simultaneously.
Summary of the invention
The object of the present invention is to provide a kind of CTI middleware system and virtual method of call center, can realize the function of full-service support, dynamically use of extension set, high reliability and reduction O﹠M cost.
For addressing the above problem, the invention provides a kind of CTI middleware system of call center, comprising:
A plurality of PBX access service modules, load balancing service module, a plurality of soft telephone service module and a plurality of desktop softphone client, wherein,
Each PBX access service module, the PBX module of be used for to receive being responsible for different telephone services by the AES module push come from various device that the PBX module is connected on telephone service, and described telephone service is forwarded to soft telephone service module, receive described soft telephone service module simultaneously and push the various control requests to telephone service of coming, and described control request is passed through the AES module forwards to corresponding PBX module;
The load balancing service module is used for connecting in real time a plurality of soft telephone service modules, obtains the real-time loading condition on each soft telephone service module, for each desktop softphone client distributes the most underloaded soft telephone service module in real time;
Each soft telephone service module connects PBX access service module by IP, each soft telephone service module is used for various telephone services are carried out logical process, and according to the result of described logical process corresponding telephone service is transmitted to the desktop softphone client of the correspondence of distributing to this soft telephone service module, and obtain various control requests to telephone service from the desktop softphone client of the correspondence of distributing to this soft telephone service module, described control request is carried out described control request being forwarded to corresponding PBX access service module after legitimacy judges;
The desktop softphone client is used for receiving telephone service from its soft telephone service module that is assigned to, and sends various control requests to telephone service to the soft telephone service module of its correspondence that is assigned to.
Further, in said method, described telephone service comprises ring, connects and hangs up.
Further, in said method, described control request comprises outgoing call, maintenance, transfer and meeting.
Further, in said method, described logical process comprises beginning and end, the maintenance of intermediateness and the real-time statistics of various telephone business volume data of the telephone service of the various flow processs in call center.
Further, in said method, the various device that is connected with the PBX module comprises VDN, technical ability group and extension set.
According to another side of the present invention, a kind of CTI middleware virtual method of call center is provided, comprising:
Each PBX access service module receive the PBX module of being responsible for different telephone services by the AES module push come from various device that the PBX module is connected on telephone service, and described telephone service is forwarded to soft telephone service module;
The load balancing service module connects a plurality of soft telephone service modules in real time, obtains the real-time loading condition on each soft telephone service module, for each desktop softphone client distributes the most underloaded soft telephone service module in real time;
Each soft telephone service module connects PBX access service module by IP, each soft telephone service module is carried out logical process to various telephone services, and according to the result of described logical process corresponding telephone service is transmitted to the desktop softphone client of the correspondence of distributing to this soft telephone service module;
The desktop softphone client receives telephone service from its soft telephone service module that is assigned to, and sends various control requests to telephone service to the soft telephone service module of its correspondence that is assigned to;
Each soft telephone service module is obtained various control requests to telephone service from the desktop softphone client of the correspondence of distributing to it, and described control request is carried out described control request being forwarded to corresponding PBX access service module after legitimacy judges;
Each PBX access service module receives described soft telephone service module and pushes the various control requests of coming, and described control request is passed through the AES module forwards to corresponding PBX module.
Further, in said system, described telephone service comprises ring, connects and hangs up.
Further, in said system, described control request comprises outgoing call, maintenance, transfer and meeting.
Further, in said system, described logical process comprises beginning and end, the maintenance of intermediateness and the real-time statistics of various telephone business volume data of the telephone service of the various flow processs in call center.
Further, in said system, the various device that is connected with the PBX module comprises VDN, technical ability group and extension set.
Compared with prior art, the present invention is by a plurality of PBX access service modules, the load balancing service module, a plurality of soft telephone service modules and a plurality of desktop softphone client, wherein, each PBX access service module receive the PBX module of being responsible for different telephone services by the AES module push come from various device that the PBX module is connected on telephone service, and described telephone service is forwarded to soft telephone service module, receive described soft telephone service module simultaneously and push the various control requests to telephone service of coming, and described control request is passed through the AES module forwards to corresponding PBX module; The load balancing service module connects a plurality of soft telephone service modules in real time, obtains the real-time loading condition on each soft telephone service module, for each desktop softphone client distributes the most underloaded soft telephone service module in real time; Each soft telephone service module connects PBX access service module by IP, each soft telephone service module is carried out logical process to various telephone services, and according to the result of described logical process corresponding telephone service is transmitted to the desktop softphone client of the correspondence of distributing to this soft telephone service module, and obtain various control requests to telephone service from the desktop softphone client of the correspondence of distributing to this soft telephone service module, described control request is carried out described control request being forwarded to corresponding PBX access service module after legitimacy judges; The desktop softphone client receives telephone service from the soft telephone service module that it is assigned to, and send various control requests to telephone service to the soft telephone service module of its correspondence that is assigned to, providing a cover to provide tripartite based on IP, TSAPI(between phone and PC connects) CTI middleware virtualization system, continue in call center (liaison centre) to realize the function of full-service support, dynamically use of extension set, high reliability and reduction O﹠M cost under the situation of expansion scale.
Description of drawings
Fig. 1 is the Organization Chart of CTI middleware system of the call center of one embodiment of the invention;
Fig. 2 is the deployment diagram of CTI middleware system of the call center of one embodiment of the invention;
Fig. 3 is the schematic diagram of the most underloaded soft telephone service module of real-time distribution of CTI middleware system of the call center of one embodiment of the invention;
Fig. 4 is the startup flow chart of CTI middleware system of the call center of one embodiment of the invention;
Fig. 5 is the seat login process figure of CTI middleware system of the call center of one embodiment of the invention;
Fig. 6 is the telephone service process chart of CTI middleware system of the call center of one embodiment of the invention;
Fig. 7 is the flow chart of CTI middleware virtual method of the call center of one embodiment of the invention.
Embodiment
For above-mentioned purpose of the present invention, feature and advantage can be become apparent more, the present invention is further detailed explanation below in conjunction with the drawings and specific embodiments.
Embodiment one
As illustrated in fig. 1 and 2, the invention provides a kind of CTI middleware system of call center, comprising: a plurality of PBX access service module ccCstaSvr, load balancing service module ccQuerySvr, a plurality of soft telephone service module ccLinkSvr and a plurality of desktop softphone client ccDesk.
Each PBX access service module ccCstaSvr, be used for receiving the PBX module (telephone exchange) of being responsible for different telephone services and pass through AES module (Avaya Application Enablement Services, what Avaya provided visits the interface service of its switch for CTI) push come from various device that the PBX module is connected on telephone service, and described telephone service is forwarded to soft telephone service module ccLinkSvr, receive described soft telephone service module ccLinkSvr simultaneously and push the various control requests to telephone service of coming, and described control request is passed through the AES module forwards to corresponding PBX module.
Optionally, described telephone service comprises ring, connects and hangs up.
Optionally, described control request comprises outgoing call, maintenance, transfer and meeting.
Optionally, the various device that is connected with the PBX module comprises VDN(virtual unit network), technical ability group and extension set.
Load balancing service module ccQuerySvr, be used for connecting in real time a plurality of soft telephone service module ccLinkSvr, obtain the real-time loading condition on each soft telephone service module ccLinkSvr, for each desktop softphone client ccDesk distributes the most underloaded soft telephone service module ccLinkSvr in real time, thereby realize the load balancing of each soft telephone service module ccLinkSvr.
Each soft telephone service module ccLinkSvr connects PBX access service module ccCstaSvr by IP, each soft telephone service module ccLinkSvr is used for receiving the various telephone services that PBX access service module ccCstaSvr sends over, various telephone services are carried out logical process, and according to the result of described logical process the desktop softphone client ccDesk of corresponding telephone service to the correspondence of distributing to this soft telephone service module ccLinkSvr transmitted, and obtain various control requests to telephone service from the desktop softphone client ccDesk of the correspondence of distributing to this soft telephone service module ccLinkSvr, described control request is carried out described control request being forwarded to corresponding PBX access service module ccCstaSvr after legitimacy judges.
Optionally, described logical process comprises beginning and end, the maintenance of intermediateness and the real-time statistics of various telephone business volume data of the telephone service of the various flow processs in call center.
Desktop softphone client ccDesk is used for receiving telephone service from its soft telephone service module ccLinkSvr that is assigned to, and sends various control requests to telephone service to the soft telephone service module ccLinkSvr of its correspondence that is assigned to.After system started, seat used desktop softphone client ccDesk login system, and controlled current working state by desktop softphone client ccDesk: work, time-out, reprocessing, withdraw from.When seat was in running order, it can hear the customer phone business at incoming call center; Seat also can be controlled the phone of answering, for example: maintenance, transfer, meeting, outgoing call etc.
The CTI middleware system of the call center of present embodiment has following advantage:
1. supporting full-service handles
Original CTI system only supports single Business Processing, for example only supports hotel business or air ticket business.Present embodiment is by a plurality of PBX access service module ccCstaSvr, a plurality of soft telephone service module ccLinkSvr, and each soft telephone service module ccLinkSvr realizes the full-service processing to the PBX module of being responsible for different telephone services by the PBX access service module ccCstaSvr that IP can connect different business;
2. the extension set that supports same PBX the inside dynamically uses
Original CTI system, extension set can't be realized sharing between different business department and use, and it is big to cause the professional ownership of the wasting of resources and extension set to adjust cost.Present embodiment can be in soft telephone service module ccLinkSvr virtual extension set, make desktop softphone client ccDesk not need to be concerned about whether its extension set that lands belongs to the AES module of current business group, so long as belong to current PBX module, it all can land;
3. high reliability
As shown in Figure 3, load balancing service module ccQuerySvr connects soft telephone service module ccLinkSvr in real time in the present embodiment, obtain the real-time loading condition on each soft telephone service module ccLinkSvr, land Shi Weiqi at desktop softphone client ccDesk and distribute the most underloaded desktop softphone client ccDesk, in addition, heartbeat between desktop softphone client ccDesk and the soft telephone service module ccLinkSvr, when desktop softphone client ccDesk realizes that current soft telephone service module ccLinkSvr is unusual, desktop softphone client ccDesk will obtain up-to-date underload soft telephone service module ccLinkSvr again automatically and login automatically.
In the Avaya enterprise-level telephone exchange for single cover, single PBX access service module ccCstaSvr support is minimum can monitor 1750 PBX equipment (1/2PBX place capacity); Single soft telephone service module ccLinkSvr support is minimum can to connect ccCstaSvr(1 PBX place capacity of 2 PBX access service modules); Load balancing service module ccQuerySvr supports the minimum load balancing that can connect 3 soft telephone service module ccLinkSvr, and load balancing service module ccQuerySvr lands use when supporting minimum 3500 desktop softphone client ccDesk.
Shown in Figure 4 and 5, the operation principle of the CTI middleware system CTI middleware virtualization system of the call center of present embodiment is as follows:
1. start ccCstaSvr, (DB ccDBSvr) obtains ccCstaSvr configuration back and is connected with AES ccCstaSvr, carries out the monitoring to the PBX module by database;
2. start ccLinkSvr, ccLinkSvr obtains ccLinkSvr configuration back by database and is connected with ccCstaSvr, and obtains the watch-dog on the ccCstaSvr that connects;
3. start ccQuerySvr, ccQuerySvr obtains ccQuerySvr configuration back by database and is connected with ccLinkSvr, and obtains the watch-dog on the ccLinkSvr that connects;
4. start ccDesk, ccDesk connects and is connected with cLinkSvr after ccQuerySvr obtains the ccDesk configuration.
As shown in Figure 6, the various telephone services on the PBX module are through ccCstaSvr-〉ccLinkSvr-〉ccDesk, finally show at the ccDesk interface; Individual in addition, the control request of the telephone service of desktop softphone client ccDesk is through ccDesk-〉ccLinkSvr-〉ccCstaSvr, finally be dealt into the PBX module and handle.
Embodiment two
As shown in Figure 7, the present invention also provides the CTI middleware virtual method of another kind of call center, comprises.
Step S1, each PBX access service module receive the PBX module of being responsible for different telephone services by the AES module push come from various device that the PBX module is connected on telephone service, and described telephone service is forwarded to soft telephone service module;
Step S2, the load balancing service module connects a plurality of soft telephone service modules in real time, obtains the real-time loading condition on each soft telephone service module, for each desktop softphone client distributes the most underloaded soft telephone service module in real time;
Step S3, each soft telephone service module connects PBX access service module by IP, each soft telephone service module is carried out logical process to various telephone services, and according to the result of described logical process corresponding telephone service is transmitted to the desktop softphone client of the correspondence of distributing to this soft telephone service module;
Step S4, the desktop softphone client receives telephone service from its soft telephone service module that is assigned to, and sends various control requests to telephone service to the soft telephone service module of its correspondence that is assigned to;
Step S5, each soft telephone service module is obtained various control requests to telephone service from the desktop softphone client of the correspondence of distributing to it, described control request is carried out described control request being forwarded to corresponding PBX access service module after legitimacy judges;
Step S6, each PBX access service module receives described soft telephone service module and pushes the various control requests of coming, and described control request is passed through the AES module forwards to corresponding PBX module.
Other detailed content of embodiment two specifically can not repeat them here referring to embodiment one.
The present invention is by a plurality of PBX access service modules, the load balancing service module, a plurality of soft telephone service modules and a plurality of desktop softphone client, wherein, each PBX access service module receive the PBX module of being responsible for different telephone services by the AES module push come from various device that the PBX module is connected on telephone service, and described telephone service is forwarded to soft telephone service module, receive described soft telephone service module simultaneously and push the various control requests to telephone service of coming, and described control request is passed through the AES module forwards to corresponding PBX module; The load balancing service module connects a plurality of soft telephone service modules in real time, obtains the real-time loading condition on each soft telephone service module, for each desktop softphone client distributes the most underloaded soft telephone service module in real time; Each soft telephone service module connects PBX access service module by IP, each soft telephone service module is carried out logical process to various telephone services, and according to the result of described logical process corresponding telephone service is transmitted to the desktop softphone client of the correspondence of distributing to this soft telephone service module, and obtain various control requests to telephone service from the desktop softphone client of the correspondence of distributing to this soft telephone service module, described control request is carried out described control request being forwarded to corresponding PBX access service module after legitimacy judges; The desktop softphone client receives telephone service from the soft telephone service module that it is assigned to, and send various control requests to telephone service to the soft telephone service module of its correspondence that is assigned to, providing a cover to provide tripartite based on IP, TSAPI(between phone and PC connects) CTI middleware virtualization system, continue in call center (liaison centre) to realize the function of full-service support, dynamically use of extension set, high reliability and reduction O﹠M cost under the situation of expansion scale.
Each embodiment adopts the mode of going forward one by one to describe in this specification, and what each embodiment stressed is and the difference of other embodiment that identical similar part is mutually referring to getting final product between each embodiment.For the disclosed system of embodiment, because corresponding with the embodiment disclosed method, so description is fairly simple, relevant part partly illustrates referring to method and gets final product.
The professional can also further recognize, unit and the algorithm steps of each example of describing in conjunction with embodiment disclosed herein, can realize with electronic hardware, computer software or the combination of the two, for the interchangeability of hardware and software clearly is described, composition and the step of each example described in general manner according to function in the above description.These functions still are that software mode is carried out with hardware actually, depend on application-specific and the design constraint of technical scheme.The professional and technical personnel can specifically should be used for using distinct methods to realize described function to each, but this realization should not thought and exceeds scope of the present invention.
Obviously, those skilled in the art can carry out various changes and modification to invention and not break away from the spirit and scope of the present invention.Like this, if of the present invention these revise 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 change and modification.
Claims (10)
1. the CTI middleware system of a call center is characterized in that, comprising: a plurality of PBX access service modules, load balancing service module, a plurality of soft telephone service module and a plurality of desktop softphone client, wherein,
Each PBX access service module, the PBX module of be used for to receive being responsible for different telephone services by the AES module push come from various device that the PBX module is connected on telephone service, and described telephone service is forwarded to soft telephone service module, receive described soft telephone service module simultaneously and push the various control requests to telephone service of coming, and described control request is passed through the AES module forwards to corresponding PBX module;
The load balancing service module is used for connecting in real time a plurality of soft telephone service modules, obtains the real-time loading condition on each soft telephone service module, for each desktop softphone client distributes the most underloaded soft telephone service module in real time;
Each soft telephone service module connects PBX access service module by IP, each soft telephone service module is used for various telephone services are carried out logical process, and according to the result of described logical process corresponding telephone service is transmitted to the desktop softphone client of the correspondence of distributing to this soft telephone service module, and obtain various control requests to telephone service from the desktop softphone client of the correspondence of distributing to this soft telephone service module, described control request is carried out described control request being forwarded to corresponding PBX access service module after legitimacy judges;
The desktop softphone client is used for receiving telephone service from its soft telephone service module that is assigned to, and sends various control requests to telephone service to the soft telephone service module of its correspondence that is assigned to.
2. the CTI middleware system of call center as claimed in claim 1 is characterized in that, described telephone service comprises ring, connects and hangs up.
3. the CTI middleware system of call center as claimed in claim 1 is characterized in that, described control request comprises outgoing call, maintenance, transfer and meeting.
4. the CTI middleware system of call center as claimed in claim 1 is characterized in that, described logical process comprises beginning and end, the maintenance of intermediateness and the real-time statistics of various telephone business volume data of the telephone service of the various flow processs in call center.
5. the CTI middleware system of call center as claimed in claim 1 is characterized in that, the various device that is connected with the PBX module comprises VDN, technical ability group and extension set.
6. the CTI middleware virtual method of a call center is characterized in that, comprising:
Each PBX access service module receive the PBX module of being responsible for different telephone services by the AES module push come from various device that the PBX module is connected on telephone service, and described telephone service is forwarded to soft telephone service module;
The load balancing service module connects a plurality of soft telephone service modules in real time, obtains the real-time loading condition on each soft telephone service module, for each desktop softphone client distributes the most underloaded soft telephone service module in real time;
Each soft telephone service module connects PBX access service module by IP, each soft telephone service module is carried out logical process to various telephone services, and according to the result of described logical process corresponding telephone service is transmitted to the desktop softphone client of the correspondence of distributing to this soft telephone service module;
The desktop softphone client receives telephone service from its soft telephone service module that is assigned to, and sends various control requests to telephone service to the soft telephone service module of its correspondence that is assigned to;
Each soft telephone service module is obtained various control requests to telephone service from the desktop softphone client of the correspondence of distributing to it, and described control request is carried out described control request being forwarded to corresponding PBX access service module after legitimacy judges;
Each PBX access service module receives described soft telephone service module and pushes the various control requests of coming, and described control request is passed through the AES module forwards to corresponding PBX module.
7. the CTI middleware virtual method of call center as claimed in claim 6 is characterized in that described telephone service comprises ring, connects and hangs up.
8. the CTI middleware virtual method of call center as claimed in claim 6 is characterized in that, described control request comprises outgoing call, maintenance, transfer and meeting.
9. the CTI middleware virtual method of call center as claimed in claim 6, it is characterized in that described logical process comprises beginning and end, the maintenance of intermediateness and the real-time statistics of various telephone business volume data of the telephone service of the various flow processs in call center.
10. the CTI middleware virtual method of call center as claimed in claim 6 is characterized in that, the various device that is connected with the PBX module comprises VDN, technical ability group and extension set.
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| CN104539558A (en) * | 2014-12-31 | 2015-04-22 | 林坚 | Capacity-expansible IP telephone exchange blade mechanism frame and automatic capacity expansion method |
| CN105491265A (en) * | 2015-11-19 | 2016-04-13 | 上海携程商务有限公司 | Electronic fax receiving system and method |
| CN108401080A (en) * | 2017-02-07 | 2018-08-14 | 北京京东尚科信息技术有限公司 | Control method of attending a banquet and system |
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