CN103516759B - Cloud system method for managing resource, cloud call center are attended a banquet management method and cloud system - Google Patents
Cloud system method for managing resource, cloud call center are attended a banquet management method and cloud system Download PDFInfo
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Abstract
It attends a banquet management method and cloud system the invention discloses a kind of cloud system method for managing resource, cloud call center, wherein this method includes：The resource module information of each resource module in acquisition system；Resource management is carried out to each resource module according to resource module information, wherein resource management includes that the interactive relation between each resource module is managed.The technical issues of resource that the present invention solves cloud system caused by the mode not being managed collectively in the prior art to resource in cloud system cannot be utilized sufficiently and reasonably.
Description
Technical field
The present invention relates to the communications fields, attend a banquet in particular to a kind of cloud system method for managing resource, cloud call center
Management method and cloud system.
Background technology
Call center refer to make full use of modern communication and computer technology can automatically and flexibly handle it is a large amount of it is various not
The operation operationlocation of same phone incoming call and call business and service, call center are gradually recognized in current enterprise's application
To be telemarketing center.Such as：IVR（800 call center's flow chart answering system of interactive voice）And ACD（Automatically it exhales
It is distribution system）Deng.
From the point of view of the state of the art of current call center, call center is mainly made of following function module：
Computer telephone integration（Computer Telephony Integration, abbreviation CTI）Call processing subsystem
It realizes that screen pops up and realize synchronous transfer, makes the presentation of information of client on the screen of operator.CTI can also be realized simultaneously
Such as call follow management, computer based telephony intelligence Route Selection, individualized greeting, calling and outgoing management, seat
On-line recording function in " softphone " function and communication process of seat terminal.It " is calculated currently, CTI technologies have developed into
Electromechanics letter is integrated（Computer Telecommunication Integration）" technology, i.e., " T " therein has developed into
" Telecommunication ", it means that current CTI technologies will not only handle traditional call voice, but also handle
Include the information medium of the other forms such as fax, Email.
Interactive voice response subsystem（Interactive Voice Response, abbreviation IVR）That is interactive voice
Response, user only need that by phone service centre can be entered, and listen to cell phone entertainment product according to operation indicating, can be with
Related information is played according to content input by user.
Automatic call distribution（Automatic Call Distributor, abbreviation ACD）, also referred to as automatic call distributor is responsible for
The equilibrium assignment of customer phone, system can attend a banquet state and generating according to this of real-time tracking effectively attend a banquet queue, calculated according to being lined up
Calling is inserted into most suitable queue of attending a banquet by method.System can change the processing method to incoming call at any time according to actual needs.
Due to during actually commencing business, if call center services provide commercial city oneself and build call center
All software, hardware and maintenances, then its cost will be comparable costliness.Therefore, the business of the heart is actually built in a call
There are mainly three types of making in mode, these three are self-built mode, outer packet mode and Virtual Call Center mode respectively.
Wherein, it is the construction mode of current the most common type call center, that is, enterprise oneself adopts for self-built mode
The required software and hardware resources in call center are built in purchase, and from common carrier leased communication lines and number resource, foundation is attended a banquet
Queue, independent management, independence maintenance a kind of mode.In this manner, the construction cost of enterprise call centring system, use
Cost and maintenance cost are all very high, and the enterprise for being suitable for needing to build large-scale call center uses.
Outer packet mode is disposably to put into excessively high to solve self-built call center of enterprise, and system maintenance difficulty is big etc. asks
Topic and occur.The one large-scale call center system of some value-added service provider's investment constructions, then by the seat of call center
Seat outsourcing, for example, the mode that lease may be used is contracted out to enterprise's use.It is relatively simple that this mode is very suitable for business
Enterprise uses.
Virtual Call Center mode, also referred to as trustship call center are in a kind of calling just having gradually developed in recent years
Heart construction mode, that is, enterprise need not put into any software and hardware for building call center, as long as being transported from Virtual Call Center
Seek quotient and locate the license of application business, so that it may with there are one gathering around with the identical call center system in self-built call center.Virtually exhale
It is particularly apparent to be the advantage at center, in the case where not influencing system function, can substantially reduce enterprise and possess in calling
Construction cost, use cost and the maintenance cost of the heart are very suitable for the use of center enterprise.
It is a kind of mode having just emerged in view of cloud call center, basic thought is to use cloud computing technology, that is, is exhaled
Cry center relevant software（Including：Platform software, software of attending a banquet etc.）It operates in the framework based on cloud computing.Therefore, this hair
Bright is to provide a kind of new call center's framework based on cloud computing in the technical foundation based on conventional call centers, so as to
Preferably to extend and utilize cloud computing service and resource.
For above-mentioned problem, currently no effective solution has been proposed.
Invention content
It attends a banquet management method and cloud system the present invention provides a kind of cloud system method for managing resource, cloud call center, with
It at least solves to be obtained not by the resource of system caused by the mode that is not managed collectively resource in system in the prior art
To the technical issues of sufficiently and reasonably utilization.
According to an aspect of the invention, there is provided a kind of cloud system method for managing resource, including：It obtains in cloud system
The resource module information of each resource module；Resource management is carried out to each resource module according to resource module information, wherein money
Source control includes that the interactive relation between each resource module is managed.
Preferably, according to interactive relation of the resource module information between each resource module be managed including：It receives
The request message of Secondary resource module is called in the application that first resource module is sent；By the resource module information of Secondary resource module
It is sent to first resource module；Safeguard the call relation between first resource module and Secondary resource module.
Preferably, carrying out resource management to each resource module according to resource module information includes：When resource module is in
When idle state, then Resource recovery module；Alternatively, the load when resource module less than predetermined threshold but is not at idle state
When, the service logic of the resource module is switched in target resource module, and recycle the resource module.
Preferably, the service logic of the resource module is switched to target resource module includes：It will be on the resource module
Operation when information be sent in target resource module；Target resource module is based on information and/or Current resource module when operation
Static information load service logic.
Preferably, after the service logic of the resource module is switched in target resource module, the above method also wraps
It includes：Search the resource module for having interactive relation with the resource module；Target resource module information is sent to and the Current resource
Module has the resource module of interactive relation；Alternatively, the resource module information for having interactive relation with the current resource module is sent
Give target resource module.
Preferably, the mode of the resource module information of each resource module in acquisition system includes at least one of：
Receive the resource module information that each resource module reports；Periodically and/or aperiodically inquiry money is sent to each resource module
Source module information request message receives resource module information of each resource module in response to request message；Or it is tieed up from operation
Protecting system obtains the resource module information of each resource module.
Preferably, resource module information includes at least one of：Address, port and mark.
Preferably, resource module includes at least one of：Manual service module, automatic service module, call center connect
Enter platform, task distribution module, multimedia function module, virtual seat module, call-center application function module and interconnection
Net information module.
Preferably, above-mentioned method is applied to scheduling of resource module.
According to another aspect of the present invention, a kind of cloud system, including scheduling of resource module, scheduling of resource module are provided
Resource management is carried out to each resource module in cloud system, wherein scheduling of resource module includes：Module one, for obtaining system
The resource module information of each resource module in system；Module two, for according to resource module information to each resource module into
Row resource management, wherein resource management includes that the interactive relation between each resource module is managed.
Preferably, scheduling of resource module is used to receive asking for the application calling Secondary resource module of first resource module transmission
Message is sought, the resource module information of Secondary resource module is sent to first resource module, and safeguards first resource module and the
Call relation between two resource modules.
Preferably, scheduling of resource module is additionally operable to when resource module is in idle condition, Resource recovery module；Or work as
The service logic of resource module is switched to target by the load of resource module less than predetermined threshold but when being not at idle state
In resource module, and Resource recovery module.
Preferably, scheduling of resource module is additionally operable to information when operation on resource module being sent to target resource module
On, wherein the static information of information and/or resource module loads service logic when target resource module is based on operation.
Preferably, scheduling of resource module further includes at least one of：Module three, module four and module five, wherein module
Interactive relation letter between the three resource module information and each resource module for obtaining or safeguarding each resource module
Breath, wherein resource module information includes：Information and/or static information when operation；Module four is for completing to each resource module
Scheduling, wherein scheduling include at least one of：The establishment of resource module, the deletion of resource module, the switching of resource and
The management of resource；Module five is used to receive the resource scheduling request for being scheduled each resource module, and in response to resource tune
Degree request returns to the resource module information of scheduled resource module.
Preferably, above system further includes the resource module of at least one of：Manual service module, automatic service mould
Block, call center's AM access module, task distribution module, multimedia function module, virtual seat module, call-center application function
Module and internet information module.
According to a further aspect of the invention, also a kind of management method that cloud call center attends a banquet, including：Agent client
Virtual seat resource module and/or manual service resource module are distributed to scheduling of resource module request, wherein scheduling of resource module
It is the module that resource management is carried out to each resource module of system；Agent client receives the virtual of scheduling of resource module return
Resource module information of attending a banquet and/or manual service resource module information；Agent client is according to virtual seat resource module information
And/or manual service resource module information, it establishes between the virtual seat resource module and/or manual service resource module
Service connection.
Preferably, in the service connection established and between the virtual seat resource module and/or manual service resource module
Later, the above method further includes：Agent client receives scheduling of resource module to virtual seat resource module and/or manual service
The switching request of resource module, wherein new virtual seat resource module and/or manual service are carried in switching request message
The information of resource module；Agent client is established and new virtual seat resource module and/or manual service according to switching request
Business relations between resource module.
Preferably, virtual seat resource module information includes at least one of：Address, mark and port；Manual service
Resource module information includes at least one of：Address, mark and port.
In the present invention, it is realized to resource module in system by the relevant information of each resource module in acquisition system
Unified management, can also be the management of the interactive relation between each resource module simultaneously for above-mentioned resource management, make
The management of the mutual call relation between different resource module can effectively be managed by obtaining.Solves existing skill through the above way
The resource of system cannot be utilized sufficiently and reasonably caused by the mode not being managed collectively to resource in system in art
The technical issues of, reach the same technique effect rationally effectively managed to resource in system, while also achieving to money
The management of the relationship mutually called between source module.
Description of the drawings
Attached drawing described herein is used to provide further understanding of the present invention, and is constituted part of this application, this hair
Bright illustrative embodiments and their description are not constituted improper limitations of the present invention for explaining the present invention.In the accompanying drawings：
Fig. 1 is a kind of preferred flow charts of method for managing resource according to the ... of the embodiment of the present invention；
Fig. 2 is another preferred flow charts of method for managing resource according to the ... of the embodiment of the present invention；
Fig. 3 is a kind of preferred structure block diagram of resource management apparatus according to the ... of the embodiment of the present invention；
Fig. 4 is a kind of preferred flow charts for the management method attended a banquet according to the call center that the present invention is example；
Fig. 5 is another preferred flow charts for the management method attended a banquet according to the call center that the present invention is example；
Fig. 6 is the system architecture diagram of cloud call center according to the ... of the embodiment of the present invention；
Fig. 7 is a kind of preferred structure schematic diagram of scheduling of resource module according to the ... of the embodiment of the present invention；
Fig. 8 is the Organization Chart based on virtual machine of cloud Call Center Platform according to the ... of the embodiment of the present invention；
Fig. 9 is a kind of preferred interaction diagrams recycled according to the resource module that the present invention is example；
Figure 10 is the preferred interaction diagrams of another kind recycled according to the resource module that the present invention is example.
Specific implementation mode
Come that the present invention will be described in detail below with reference to attached drawing and in conjunction with the embodiments.It should be noted that not conflicting
In the case of, the features in the embodiments and the embodiments of the present application can be combined with each other.
A kind of cloud system method for managing resource is present embodiments provided, as shown in Figure 1, including the following steps：
Step S102：Obtain the resource module information of each resource module in cloud system；
Step S104：Resource management is carried out to each resource module according to resource module information, wherein resource management includes
Interactive relation between each resource module is managed.
In above-mentioned preferred embodiment, the relevant information by obtaining each resource module in cloud system is realized to being
The unified management of resource module in system can also be the interaction pass between each resource module simultaneously for above-mentioned resource management
The management of system so that can effectively manage the management of the mutual call relation between different resource module.Through the above way
The resource for solving system caused by the mode not being managed collectively in the prior art to resource in system cannot fill
The technical issues of division reason ground utilizes has reached the same technique effect rationally effectively managed to resource in cloud system, together
When also achieve the management of the relationship mutually called between resource module.
The management of interactive relation can be the management of call relation between two modules, in a preferred embodiment,
The step of being managed according to interactive relation of the resource module information between each resource module is as shown in Fig. 2, include：
Step S202：Receive the request message that Secondary resource module is called in the application that first resource module is sent；
Step S204：The resource module information of Secondary resource module is sent to first resource module；
Step S206：Safeguard the call relation between first resource module and Secondary resource module.
The management carried out to resource module can also be to resource reclaim, in a preferred embodiment, according to resource
It includes following two ways of recycling that module information carries out resource management to each resource module：
1）When resource module is in idle condition, then Resource recovery module；Alternatively,
2）When the load of resource module is still not at idle state less than predetermined threshold, by the business of the resource module
In logic switch to target resource module, and recycle the resource module.
The service logic of the resource module is switched to target resource module includes for above-mentioned：By the resource module
On operation when information be sent in target resource module；Target resource module is based on information and/or Current resource mould when operation
The static information of block loads service logic.
Because realizing the management to interactive relation, in the switching for carrying out resource reclaim and service logic later with regard to needing to allow
The switching of corresponding interactive relation is carried out with its resource module with interactive relation, in a preferred embodiment, is being incited somebody to action
After the service logic of the resource module is switched in target resource module, the above method further includes：It searches and the resource module
There is the resource module of interactive relation；Target resource module information is sent to the resource for having interactive relation with the current resource module
Module；Alternatively, by thering is the resource module information of interactive relation to be sent to target resource module with the current resource module.
Mode for the resource module information of each resource module in acquisition system includes but not limited to following manner
At least one：
1）Receive the resource module information that each resource module reports；
2）Query resource module information request message periodically and/or aperiodically is sent to each resource module, is received each
Resource module information of a resource module in response to request message；Or
3）The resource module information of each resource module is obtained from Operation & Maintenance System.
In above-mentioned each preferred embodiment, resource module information includes but not limited at least one of：Address, end
Mouth and mark.
Above-mentioned resource module can be some modules in cloud system, can include but is not limited at least one of：People
Work business module, automatic service module, call center's access platform, task distribution module, multimedia function module, virtual seat
Module, call-center application function module and internet information module.
Can be that scheduling of resource module carries out for the management above-mentioned to resource module.
The present embodiment additionally provides a kind of cloud system, includes carrying out resource management to each resource module in cloud system
Scheduling of resource module, wherein as shown in figure 3, the scheduling of resource module includes：
Module 1, the resource module information for each resource module in acquisition system；
Module 2 304 is coupled with module 1, for carrying out resource to each resource module according to resource module information
Management, wherein resource management includes that the interactive relation between each resource module is managed.
In a preferred embodiment, scheduling of resource module is used to receive the application of first resource module transmission and calls the
The resource module information of Secondary resource module is sent to first resource module by the request message of two resource modules, and safeguards the
Call relation between one resource module and Secondary resource module.
In a preferred embodiment, scheduling of resource module is additionally operable to when resource module is in idle condition, recycling
Resource module；Or when the load of resource module is still not at idle state less than predetermined threshold, by the industry of resource module
It is engaged in logic switch to target resource module, and Resource recovery module.
In a preferred embodiment, scheduling of resource module is additionally operable to information when operation on resource module being sent to
In target resource module, wherein the static information of information and/or resource module loads business when target resource module is based on operation
Logic.
In a preferred embodiment, scheduling of resource module further includes but at least one of：Module three, four and of module
Module five is below described further the structure of these modules.
Module three, between the resource module information and each resource module for obtaining or safeguarding each resource module
Interaction relation information, wherein resource module information includes：Information and/or static information when operation；
Module four, for completing the scheduling to each resource module, wherein scheduling includes at least one of：Resource mould
The establishment of block, the deletion of resource module, the switching of resource and the management of resource；
Module five, for receiving the resource scheduling request being scheduled to each resource module, and in response to scheduling of resource
Request returns to the resource module information of scheduled resource module.
Further include the resource module of at least one of for above-mentioned cloud system：Manual service module, automatic service mould
Block, call center's AM access module, task distribution module, multimedia function module, virtual seat module, call-center application function
Module and internet information module.
The present embodiment additionally provides a kind of management method that call center attends a banquet, and is described based on agent client side,
As shown in figure 4, including the following steps：
Step S402：Agent client distributes virtual seat resource module and/or artificial industry to scheduling of resource module request
Business resource module, wherein scheduling of resource module is that the module of resource management is carried out to each resource module of system；
Step S404：Agent client receives the virtual seat resource module information and/or people that scheduling of resource module returns
Industry business resource module information；
Step S406：Agent client according to virtual seat resource module information and/or manual service resource module information,
Foundation and the service connection between the virtual seat resource module and/or manual service resource module.
In a preferred embodiment, it is establishing and the virtual seat resource module and/or manual service resource module
Between service connection after, as shown in figure 5, the above method is further comprising the steps of：
Step S502：Agent client receives scheduling of resource module and is provided to virtual seat resource module and/or manual service
The switching request of source module, wherein new virtual seat resource module and/or manual service money are carried in switching request message
The information of source module；
Step S504：Agent client is established and new virtual seat resource module and/or artificial industry according to switching request
Business relations between business resource module.
Above-mentioned virtual seat resource module information includes but not limited at least one of：Address, mark and port；People
Industry business resource module information includes but not limited at least one of：Address, mark and port.
To make the objectives, technical solutions, and advantages of the present invention clearer, below in conjunction with attached drawing to the present invention
Embodiment be described in detail.It should be noted that in the absence of conflict, in the embodiment and embodiment in the application
Feature mutually can arbitrarily combine.
The management of resource is illustrated by taking cloud call center as an example below, as shown in fig. 6, cloud call center is mainly wrapped
It includes：Access platform module, multimedia server, task distribution module, automatic service module, manual service module, internet letter
Module, virtual seat module, the application of automatic class and artificial class application etc. are ceased, below to performed by these relevant function modules
Function be specifically described.
1）Access platform module：For access enter call center multimedia mode request calling, including：Session
Control module（Such as：Voice call control, internet voice（Voice over Internet Protocol, referred to as
VOIP）Call- Control1, instant message（Instant Messaging, referred to as IM）Call- Control1, webpage（WEB）Session control
Deng, session initiation protocol（Session Initialization Protocol, referred to as SIP）Proxy server, media resource
Module（Such as：MRS-Media Resource Server）And gateway.
2）Multimedia server：Support for providing from multimedia service to call center, including：Recording, playback and
Collect the digits.
3）Task distribution module：For the various task requests to entering call center（Such as：Session, calling）Divided
Hair.
4）Automatic service module：For providing automatic service service to the various tasks for entering call center, it can be common that
IVR, IVVR business.
5）Manual service module：For to enter call center various tasks provide manual service service, it is common just
It is CTI business.
6）Internet information module：On the one hand also referred to as social media module is used for the certain rule of basis to internet
Corresponding information is obtained, such as：Information on microblogging, blog and social network sites；Still further aspect, for being asked to call center
Ask the processing to internet information.The common of internet information module is achieved in that a Gateway Function, for will
Internet information is transmitted to call center, is then provided by call center and is automatically or manually serviced.
7）Virtual seat module：For in the call center based on cloud computing, clothes of attending a banquet to be provided based on virtual seat mode
The module for function of being engaged in.The module is commonly used in being connected with the client for side of attending a banquet.It is soft that virtual seat itself provides agent client
The logic of business functions of part.Virtual seat module itself with Call Center Platform for being connected.The practical operation of seat personnel and
Control instruction is sent to Call Center Server side by virtual seat module.
8）Automatic class application：The automatic class application provided based on automatic service module.
9）Artificial class application：The artificial class application provided based on manual service module, service of typically attending a banquet.
In the present embodiment, it is proposed that increase scheduling of resource module in above-mentioned call center's framework（That is, claim
In resource scheduling device）, as shown in Figure 1, the module is used in call center based on cloud, realize to institute in call center
Be related to function module (including：Manual service module, automatic service module, call center's access platform, task distribute mould
Block, multimedia function module, call-center application function module（Artificial class is applied and automatic class application）And internet information
Module etc.) the management in virtual resource, include mainly：Resource management and resource allocation recycling, the two is altogether
It is the resource management in claim.Wherein, the core of call center based on cloud is scheduling of resource module, call center it is each
Kind function module is connected with scheduling of resource module, receives the scheduling of resource of scheduling of resource module with merging.
Resource management includes mainly：
The information of resource where the various functions module of scheduling of resource module management call center network side, including：Operation
When information and static information, moreover, scheduling of resource module is also responsible for the interactive relation between various resource modules in resource pool
Management.
Information and information when special operation when information includes mainly general operation when above-mentioned operation：
At least one information when general operation is suitable for information when all module operations, including but not limited to include：
Equipment cpu busy percentage, memory usage, space utilisation, network throughput and equipment state（Such as：Normally, exception, announcement
It is alert）.
Information when special operation, i.e., information when the exclusive operation of different modules, such as：Task distribution module it is per second
Task distributes number, the session per second of access platform calls etc..
Above-mentioned static information refers to the static information of modules, including but not limited at least one of：Configuration information,
Policy information.Such as：Task scheduling strategy information of internet information module etc..
The mode that scheduling of resource module obtains the information of the various equipment of call center's network side includes but not limited to following
One of：
1）Scheduling of resource module is registered and logged on to various resource modules, and static information is reported to scheduling of resource mould
Block.In addition, equipment is at runtime, by information reporting when operation（Notice）Give scheduling of resource module；
2）Scheduling of resource module periodically/the various resource modules irregularly into resource pool are polled, then various to set
It is standby that information when running is sent to scheduling of resource module in response to polling request.
3）Scheduling of resource module obtains the data configuration and situation of change of various resource modules from Operation & Maintenance System side.
Wherein, the relation management of resource module specifically refers to：Such as in a call in the minds of, module one is to scheduling of resource module
When applying for calling module two, scheduling of resource module distributes new resources according to request, then load-on module two, by scheduling of resource module
The resource information of the module is returned into module one, wherein resource information includes but not limited at least one of：Address, end
Mouth and mark etc..The information calling module two that module one is returned based on scheduling of resource module.At this point, module one and module two
Between call relation i.e. preserved and managed by scheduling of resource module.
Resource allocation and recycling include mainly：
Information and static information recycling are low negative when operation of the scheduling of resource module based on the resource where various functions module
The resource of lotus distributes new resource.It particularly, will also be to the business of the operation in resource before the resource of recycling underload
Logic is migrated.It is mainly the following situation：
1）When scheduling of resource module needs to distribute new resource, it is found that the resource in resource pool is in high load capacity, or
When not having resource can be used, scheduling of resource module request creates new resource；
2）When the resource in resource pool is in idle condition, scheduling of resource module directly deletes the resource, and to deleting
Resource recycled；
3）When the resource in resource pool is in underload, then the service logic in the resource is moved into other resources
On, and delete and recycle the resource.
Following manner may be used for the migration of above-mentioned service logic to realize：Resource utilization on a resource module
When low, scheduling of resource module moves to the service logic on the resource module on other resource modules, so as to by the money
Source module release recycling.It is specific that following methods realization may be used：
Scheduling of resource module is by information when operation on former resource module（Including but not limited to：Contextual information, environment ginseng
Number information and session information）It copies in another new resource, and the operation based on copy in this new resource
When information and static information load and start new service logic, then, scheduling of resource module is according to the former resource module of management
Interactive relation, confirm has other modules of interactive relation with the resource module.Finally, business is carried out one of in the following way
The migration of logic：
1）Scheduling of resource module notifies new resource module information to other modules, wherein resource module includes：New money
Address, port and mark of source module etc..After other modules and new resource module establish interactive relation, scheduling of resource mould
Former resource module is deleted and is recycled by block.
2）Scheduling of resource module notifies the information of the module to interact with former resource module to new resource module, new
Resource module establishes interactive relation according to the module information and other modules, wherein new resource module information includes：Address,
Port and mark etc., then scheduling of resource module former resource module is recycled.
Preferably, as shown in fig. 7, scheduling of resource module can also be further divided into three submodules：Resource information center,
Scheduling of resource center and resource front end management.
Resource information center is used to complete the information of the program in various resources, i.e., the resource module letter of each resource module
The call relation information formed by scheduling of resource between program on breath and various resources.Meanwhile resource module information, including
But it is not limited to information and static information when the operation of resource module.
Scheduling of resource center is used to complete the scheduling of various resources in resource pool, including but not limited to：The establishment of resource, money
The deletion in source and the management of resource etc..It is had been carried out above in detail about the management of resource, the distribution of resource and recycling
Description, details are not described herein again.
Resource management center is in the resource in managing resource pool, when needing establishment, distribution, Resource recovery, to resource
Control centre's acquisition request is executed establishment, distribution and the recycling of resource by scheduling of resource center.
Scheduling of resource center is during establishment, distribution and Resource recovery, can be with when needing the relevant information of resource
To resource management center acquisition request, wherein relevant information includes：The information when operation of resource, resource static information and
Interaction relation information etc. between resource module.
Resource front end management is used to receive the request of scheduling of resource, the information of scheduling of resource module is determined, by scheduling of resource
The information of module returns to requestor.That is, resource front end management is for receiving the money being scheduled to each resource module
Source scheduling request, and in response to the resource module information of the scheduled resource module of resource scheduling request return, wherein it should
Resource module information includes but not limited at least one of：Address, mark and port.
In the present embodiment, each function module of call center's network side is all based on cloud computing technology realization, specifically may be used
To be to load virtual machine（Virual Machine, referred to as VM）Virtual device mode, can also be based on Distributed Services
The mode of cell processing.
Virtual device mode includes：Call Center Platform functional unit virtual device, Call Center Platform access platform are empty
Quasi- device, call-center application function module virtual device, internet function module virtual device, media server virtual device
And task distribution module virtual device etc..
Distributed Services unit：Call Center Platform functional unit Distributed Services unit, Call Center Platform access are flat
Platform Distributed Services unit, call-center application function module Distributed Services unit, internet function module distribution formula service
Unit, media server Distributed Services unit and task distribution module Distributed Services unit etc..
For above-mentioned virtual device mode, as shown in figure 8, the system structure based on virtual machine of the call centers Ji Yun
In, the bottom of call center system based on cloud is hardware（Such as：Memory, processor, storage and network etc.）；On hardware
It is virtual machine, virtual machine is the hardware resource for virtualizing and being abstracted bottom, and according to the needs on upper layer, dynamically distribution is abstract
Hardware resource；Based on virtual machine being operating system layer, a virtual machine may run one or more operation system
System.Each resource module of call center is (such as：Manual service module, automatic service module, internet information module etc.) operation
In operating system on the virtual machine.
According to the needs of business, a function module can have multiple examples to run on multiple virtual machines, Duo Geshi
Example is all controlled by the unified scheduling of resource of scheduling of resource module.Wherein, scheduling of resource includes：The establishment of resource, delete with
And management etc..Specific Resource Scheduling Mechanism, including：Resource management（The acquisition of information and static information when operation）, resource therefore
Barrier recovery and resource reclaim etc..
The recycling of resource is described with reference to several specific embodiments.
Embodiment 1
The interaction diagrams recycled to resource module as shown in Figure 9, include the following steps：
Step S1：Scheduling of resource module judges to find that the load of resource module Y is relatively low；
Step S2：Scheduling of resource module, which is searched, finds that the load of resource module X can also increase；
Step S3：Scheduling of resource module obtains the relevant information of resource module Y, including resource module Y operation when
Information；
Step S4：Scheduling of resource module receives the relevant information that resource module Y is returned；
Step S5：Scheduling of resource module sends notification information to resource module X, wherein carries Y's in the notification information
Relevant information, for asking X according to the establishment and load of the relevant information of Y progress service logic；
Step S6：Resource module X is created and the above-mentioned service logic of load operating success；
Step S7：Resource module, which will will create and load successful information, returns to scheduling of resource module；
Step S8：Scheduling of resource module searches the other resource module Z for having interactive relation with resource module Y；
Step S9：Notify other related resource module Z that interactive relation is switched to resource module Z；
Step S10：Other resource module Z establish the interactive relation with resource module X；
Step S11：Other resource module Z notice scheduling of resource modules and the interactive relation of resource module X have had built up
At；
Step S12：Scheduling of resource module Resource recovery module Y.
Embodiment 2
Another interaction diagrams recycled to resource module as shown in Figure 10, include the following steps：
Step S1：Scheduling of resource module judges to find that the load of resource module Y is relatively low；
Step S2：Scheduling of resource module, which is searched, finds that the load of resource module X can also increase；
Step S3：Scheduling of resource module obtains the relevant information of resource module Y, wherein when the relevant information includes operation
Information；
Step S4：Scheduling of resource module receives the relevant information that resource module Y is returned；
Step S5：Scheduling of resource module sends notification information to resource module X, and resource mould is carried wherein in the notification information
The relevant information of block Y.Request resource module X is created according to the relevant information of resource module Y, is loaded relevant service logic；
Step S6：Resource module X is created and the above-mentioned service logic of load operating success；
Step S7：Resource module X, which will be created and be loaded successful information, returns to scheduling of resource module；
Step S8：Scheduling of resource module searches the other resource module Z for having interactive relation with resource module Y；
Step S9：Resource module X is notified to establish the connection relation with other related resource module Z；
Step S10：Resource module X modules establish the interactive relation with other resource module Z；
Step S11：Resource module X notice scheduling of resource modules and the interactive relation of other resource module Z have had built up
At；
Step S12：Scheduling of resource module Resource recovery module Y.
It illustrates, the cloud computing system in the present invention, refers to special for core with virtualization, distribution, multi-tenant etc.
The system of point.It is every to meet any one of following or multinomial feature system and be regarded as cloud system, and it is suitable for this
The content of invention：
System based on virtualization technology, realize dynamic telescopic extension, support multi-tenant, support resource trustship,
Resource is provided on demand, is provided by usage amount payment, by internet, towards magnanimity information processing, form flexibly, it is poly- dissipate from
Such as, the processing load of user terminal is reduced.
One of ordinary skill in the art will appreciate that all or part of step in the above method can be instructed by program
Related hardware is completed, and described program can be stored in computer readable storage medium, such as read-only memory, disk or CD
Deng.Optionally, all or part of step of above-described embodiment can also be realized using one or more integrated circuits.Accordingly
Ground, the form that hardware may be used in each module/unit in above-described embodiment are realized, the shape of software function module can also be used
Formula is realized.The present invention is not limited to the combinations of the hardware and software of any particular form.
Obviously, those skilled in the art should be understood that each module of the above invention or each step can be with general
Computing device realize that they can be concentrated on a single computing device, or be distributed in multiple computing devices and formed
Network on, optionally, they can be realized with the program code that computing device can perform, it is thus possible to which they are stored
It is performed by computing device in the storage device, and in some cases, it can be with different from shown in sequence execution herein
The step of going out or describing, either they are fabricated to each integrated circuit modules or by them multiple modules or
Step is fabricated to single integrated circuit module to realize.In this way, the present invention is not limited to any specific hardware and softwares to combine.
The foregoing is only a preferred embodiment of the present invention, is not intended to restrict the invention, for the skill of this field
For art personnel, the invention may be variously modified and varied.All within the spirits and principles of the present invention, any made by repair
Change, equivalent replacement, improvement etc., should all be included in the protection scope of the present invention.
Claims (25)
1. a kind of cloud system method for managing resource, which is characterized in that including：
Obtain the resource module information of each resource module in cloud system；
Resource management is carried out to each resource module according to the resource module information, wherein the resource management includes
Interactive relation between each resource module is managed；
Wherein, according to interactive relation of the resource module information between each resource module be managed including：
Receive the request message that Secondary resource module is called in the application that first resource module is sent；By the Secondary resource module
Resource module information is sent to the first resource module；It safeguards between the first resource module and the Secondary resource module
Call relation.
2. according to the method described in claim 1, it is characterized in that, according to the resource module information to each resource mould
Block carries out resource management：
When resource module is in idle condition, then the resource module is recycled；Alternatively,
When the load of the resource module is still not at idle state less than predetermined threshold, the business of the resource module is patrolled
It collects and is switched in target resource module, and recycle the resource module.
3. according to the method described in claim 2, it is characterized in that, the service logic of the resource module is switched to target resource
Module includes：
Information when operation on the resource module is sent in target resource module；
The static information of information and/or Current resource module load business is patrolled when the target resource module is based on the operation
Volume.
4. according to the method described in claim 3, it is characterized in that, the service logic of the resource module is switched to target money
After in source module, the method further includes：
Search the resource module for having interactive relation with the resource module；
Target resource module information is sent to the resource module for having interactive relation with the current resource module；Alternatively,
There to be the resource module information of interactive relation to be sent to the target resource module with the current resource module.
5. method according to claim 1 to 4, which is characterized in that obtain each resource mould in cloud system
The mode of the resource module information of block includes at least one of：
Receive the resource module information that each resource module reports；
Periodically and/or aperiodically query resource module information request message is sent to each resource module, described in reception
The resource module information of each resource module message in response to the request；Or
The resource module information of each resource module is obtained from Operation & Maintenance System.
6. method according to claim 1 to 4, which is characterized in that the resource module information includes following
At least one：Address, port and mark.
7. according to the method described in claim 5, it is characterized in that, the resource module information includes at least one of：Ground
Location, port and mark.
8. method according to claim 1 to 4, which is characterized in that the resource module include it is following at least
One of：Manual service module, automatic service module, call center's access platform, task distribution module, multimedia function module,
Virtual seat module, call-center application function module and internet information module.
9. the method according to the description of claim 7 is characterized in that the resource module includes at least one of：Artificial industry
Business module, automatic service module, call center's access platform, task distribution module, multimedia function module, virtual seat mould
Block, call-center application function module and internet information module.
10. according to the method described in claim 5, it is characterized in that, the resource module includes at least one of：Artificial industry
Business module, automatic service module, call center's access platform, task distribution module, multimedia function module, virtual seat mould
Block, call-center application function module and internet information module.
11. according to the method described in claim 6, it is characterized in that, the resource module includes at least one of：Artificial industry
Business module, automatic service module, call center's access platform, task distribution module, multimedia function module, virtual seat mould
Block, call-center application function module and internet information module.
12. according to Claims 1-4, the method described in any one of 10 and 11, which is characterized in that the method is applied to
Scheduling of resource module.
13. the method according to the description of claim 7 is characterized in that the method is applied to scheduling of resource module.
14. according to the method described in claim 5, it is characterized in that, the method is applied to scheduling of resource module.
15. according to the method described in claim 6, it is characterized in that, the method is applied to scheduling of resource module.
16. according to the method described in claim 8, it is characterized in that, the method is applied to scheduling of resource module.
17. a kind of cloud system, which is characterized in that including scheduling of resource module, the scheduling of resource module is in the cloud system
Each resource module carry out resource management, wherein the scheduling of resource module includes：
Module one, the resource module information for each resource module in acquisition system；
Module two, for carrying out resource management to each resource module according to the resource module information, wherein the money
Source control includes that the interactive relation between each resource module is managed；
Wherein, the scheduling of resource module is used to receive the request of the application calling Secondary resource module of first resource module transmission
The resource module information of the Secondary resource module is sent to the first resource module by message, and safeguards first money
Call relation between source module and the Secondary resource module.
18. cloud system according to claim 17, which is characterized in that the scheduling of resource module is additionally operable to work as resource module
When being in idle condition, the resource module is recycled；Or when the load of the resource module less than predetermined threshold but is not located
When idle state, the service logic of the resource module is switched in target resource module, and recycles the resource module.
19. cloud system according to claim 18, which is characterized in that the scheduling of resource module is additionally operable to the resource
Information is sent in target resource module when operation in module, wherein the target resource module is based on believing when the operation
The static information of breath and/or the resource module loads service logic.
20. the cloud system according to any one of claim 17 to 19, which is characterized in that the scheduling of resource module is also wrapped
Include at least one of：Module three, module four and module five, wherein
The module three is for obtaining or safeguarding the resource module information of each resource module and each resource mould
Interaction relation information between block, wherein the resource module information includes：Information and/or static information when operation；
The module four is used to complete the scheduling to each resource module, wherein the scheduling includes at least one of：
The establishment of resource module, the deletion of resource module, the switching of resource and the management of resource；
The module five is used to receive the resource scheduling request for being scheduled each resource module, and in response to the money
Source scheduling request returns to the resource module information of scheduled resource module.
21. the cloud system according to any one of claim 17 to 19, which is characterized in that further include at least one of
Resource module：Manual service module, automatic service module, call center's AM access module, task distribution module, multimedia function mould
Block, virtual seat module, call-center application function module and internet information module.
22. cloud system according to claim 20, which is characterized in that further include the resource module of at least one of：People
Work business module, automatic service module, call center's AM access module, task distribution module, multimedia function module, virtual seat
Module, call-center application function module and internet information module.
23. a kind of management method that cloud call center attends a banquet, which is characterized in that including：
Agent client distributes virtual seat resource module and/or manual service resource module to scheduling of resource module request,
In, the scheduling of resource module is that the module of resource management is carried out to each resource module of system；
The agent client receives the virtual seat resource module information and/or manual service that the scheduling of resource module returns
Resource module information；
The agent client is established according to the virtual seat resource module information and/or manual service resource module information
With the service connection between virtual seat resource module and/or manual service resource module described in this；
Wherein, the scheduling of resource module is used to receive the request of the application calling Secondary resource module of first resource module transmission
The resource module information of the Secondary resource module is sent to the first resource module by message, and safeguards first money
Call relation between source module and the Secondary resource module.
24. method as claimed in claim 23, which is characterized in that establish with the virtual seat resource module and/or
After service connection between manual service resource module, the method further includes：
The agent client receives the scheduling of resource module to virtual seat resource module and/or manual service resource module
Switching request, wherein new virtual seat resource module and/or manual service resource are carried in the switching request message
The information of module；
The agent client is established and new virtual seat resource module and/or manual service resource according to the switching request
Business relations between module.
25. the method as described in claim 23 or 24, the virtual seat resource module information includes at least one of：Ground
Location, mark and port；The manual service resource module information includes at least one of：Address, mark and port.
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| TWI539776B (en) | 2014-01-23 | 2016-06-21 | 宏碁股份有限公司 | Dynamic planning method for server resources of data center |
| CN106603876B (en) * | 2016-11-10 | 2019-10-18 | 河南智业科技发展有限公司 | Calling system based on cloud service |
| CN108243012B (en) * | 2016-12-26 | 2021-02-09 | 中国移动通信集团上海有限公司 | Charging application processing system, method and device in OCS (online charging System) |
| CN106911501A (en) * | 2017-02-22 | 2017-06-30 | 广东网金控股股份有限公司 | The volume reduction method and its device of a kind of automation |
| CN106970839A (en) * | 2017-02-22 | 2017-07-21 | 广东网金控股股份有限公司 | The expansion method and its device of a kind of automation |
| CN108574592B (en) * | 2017-03-13 | 2022-07-05 | 中兴通讯股份有限公司 | Resource management method and device based on telecommunication cloud |
| CN107343111A (en) * | 2017-07-19 | 2017-11-10 | 合肥盛东信息科技有限公司 | A kind of cloud call center data management system |
| CN110046319B (en) * | 2019-04-01 | 2021-04-09 | 北大方正集团有限公司 | Social media information acquisition method, device, system, equipment and storage medium |
| CN112187840A (en) * | 2019-07-02 | 2021-01-05 | 北京百度网讯科技有限公司 | Resource management method, device, equipment and computer readable storage medium |
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| CN102158612A (en) * | 2010-02-11 | 2011-08-17 | 青牛（北京）技术有限公司 | Cloud computing technology-based virtual call center system and operating method thereof |
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