CN104184777A - Comprehensive service system of calling center - Google Patents
Comprehensive service system of calling center Download PDFInfo
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- CN104184777A CN104184777A CN201310200715.7A CN201310200715A CN104184777A CN 104184777 A CN104184777 A CN 104184777A CN 201310200715 A CN201310200715 A CN 201310200715A CN 104184777 A CN104184777 A CN 104184777A
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Abstract
The invention discloses a comprehensive service system of a calling center. The system is composed of a calling center comprehensive service management module, a calling center data management module, a database, an external application unit and an external platform; and the external application and the external platform carry out data and service connection with the calling center comprehensive service system respectively by the call center data management module. The system is characterized in that the calling center comprehensive service management module consists of a common service sub module, an internet service sub module, a local area network service sub module, and a platform service sub module. The calling center data management module includes: a service data transmission engine, which is used for providing bidirectional service data transmission for the application from the internet access and the internet service sub module; and a data synchronization engine, which is used for providing unidirectional transmission for synchronization of the data of the external platform to a local database of the calling center comprehensive service system; and the database includes a first service database, a second service database, a calling center common database and an external platform database.
Description
Technical field
The present invention relates to medical communication field, and relate to especially a kind of call center comprehensive business system and the architectural schemes relevant to area medical.
Background technology
At present, all trades and professions are all applied to call center system.It has number, interface, the relatively uniform feature of standard.Wherein, take area medical as example, a set of large-scale call center's integrated service system, can provide easily, have the medical services of standard flow process for vast patient, effectively alleviate the problem that medical resource is not enough and distribution is uneven.Chinese patent application < < call center service system > > 200710187115.6 provides a kind of " comprising: global configuration database, the corresponding relation between the mapping relations between storage service database and a plurality of region, a plurality of operator and a plurality of region, a plurality of operators' technical ability section; Service Database, stores the related data of business in automatic service data in its region, manual service data, form; Automatic service module; by accessing global configuration database and providing automatic service according to the automatic service data in the Service Database in the region at access user place to access user, and in the situation that need to forwarding manual service to, access user business is forwarded to manual service module; Manual service module, the relevant information according in Service Database, provides manual service to user; Bordereau module, be used for generating bordereau, and whether the operator who judges the form of wanting query generation according to the corresponding relation between a plurality of operators and a plurality of region, a plurality of operators' technical ability section by the authority of inquiring about " call center system scheme; but it does not consider the importance problem that business datum that the Internet widely applies access, area medical need to access multiple outside platform and area medical is excavated, and cannot excavate effective solution is provided for the business datum of area medical.
Summary of the invention
Object of the present invention overcomes the deficiencies in the prior art, and a kind of call center comprehensive business system is provided, and the scheme that can effectively carry out management and the excavation of business datum is provided under a kind of environment for a large amount of internet, applications accesses, the docking of multiple outside platform.
The present invention realizes by following scheme:
A kind of call center comprehensive business system, comprise call center's integrated service administration module, call center data administration module, database, applications and outside platform, applications and outside platform are carried out data and service connection by call center data administration module and call center's comprehensive business system respectively, it is characterized in that, described call center's integrated service administration module comprises: common service submodule, obtains basic data for access call center public database and provides identical basic data, service mechanism and business tool for all kinds of business; Internet service submodule, for managing the application from the Internet access, carries out computational resource, communication resources and storage resources and concentrates classification; LAN service submodule, for administer calls central interior business, realizes and the direct or indirect relevant business of call business; Platform service submodule, is used to outside platform docking and cooperation that data and resource support are provided; Described call center data administration module comprises business data transmission engine and data synchronization engine, and business data transmission engine is used to from providing two-way business data transmission between the application of the Internet access and Internet service submodule; Data synchronization engine, provides one-way transmission for the data of outside platform being synchronized to the local data base of call center's comprehensive business system; Described database comprises the first Service Database, the second Service Database, call center's public database and outside platform database, the business datum that the application that the first Service Database accesses for all kinds of the Internets of exterior storage generates; The second Service Database carries out for storing the call center's integrated service administration module that is applied in of all kinds of the Internets access the data that call business generates.
Further, call center's comprehensive business system also comprises business datum excavation module, for the data of carrying out and calling out related service according to the application of the data analysis of the second Service Database and statistics all kinds of the Internets access.The application of each the Internet access, comprehensive business system inside, call center at least arranges second Service Database associated with it.The application of each the Internet access, comprehensive business system outside, call center at least arranges first Service Database associated with it.
Accompanying drawing explanation
Fig. 1 is system architecture diagram of the present invention.
Embodiment
With reference to figure 1, call center of the present invention comprehensive business system, comprise call center's integrated service administration module, call center data administration module, database, applications and outside platform, applications and outside platform are carried out data and service connection by call center data administration module and call center's comprehensive business system respectively.Call center's integrated service administration module comprises: common service submodule, obtains basic data for access call center public database and provides identical basic data, service mechanism and business tool for all kinds of business; Internet service submodule, for managing the application from the Internet access, carries out computational resource, communication resources and storage resources and concentrates classification; LAN service submodule, for administer calls central interior business, realizes and the direct or indirect relevant business of call business; Platform service submodule, is used to outside platform docking and cooperation that data and resource support are provided; Call center data administration module comprises business data transmission engine and data synchronization engine, and business data transmission engine is used to from providing two-way business data transmission between the application of the Internet access and Internet service submodule; Data synchronization engine, provides one-way transmission for the data of outside platform being synchronized to the local data base of call center's comprehensive business system; Database comprises the first Service Database, the second Service Database, call center's public database and outside platform database, the business datum that the application that the first Service Database accesses for all kinds of the Internets of exterior storage generates; The second Service Database carries out for storing the call center's integrated service administration module that is applied in of all kinds of the Internets access the data that call business generates.Call center's comprehensive business system also comprises business datum excavation module, for the data of carrying out and calling out related service according to the application of the data analysis of the second Service Database and statistics all kinds of the Internets access.The application of each the Internet access, comprehensive business system inside, call center at least arranges second Service Database associated with it.The application of each the Internet access, comprehensive business system outside, call center at least arranges first Service Database associated with it.
For the part that needs cooperation (or resource contention, renewal frequency higher), the realization of service logic completes in application or the outside platform of comprehensive business system outside, call center, they issue web service, by call center data administration module, for call center's integrated service administration module, call.
For the part that does not need cooperation, call center's comprehensive business system is in this locality realization service logic consistent with applications or outside platform, and data are by business data transmission engine or data synchronization engine Timing Synchronization in call center data administration module.
Take appointment business as example: for hospital's inquiry, section office's inquiry, doctor's query function, can realize by call center's comprehensive business system is local, related data are by call center data administration module Timing Synchronization; For reservation data inquiry, reservation data, insert function, the web service mode that the business data transmission engine calling plateform system reservation module by call center data administration module provides realizes.
Claims (5)
1.Yi Zhong call center comprehensive business system, comprise call center's integrated service administration module, call center data administration module, database, applications and outside platform, applications and outside platform are carried out data and service connection by call center data administration module and call center's comprehensive business system respectively, it is characterized in that
Described call center's integrated service administration module comprises: common service submodule, obtains basic data for access call center public database and provides identical basic data, service mechanism and business tool for all kinds of business; Internet service submodule, for managing the application from the Internet access, carries out computational resource, communication resources and storage resources and concentrates classification; LAN service submodule, for administer calls central interior business, realizes and the direct or indirect relevant business of call business; Platform service submodule, is used to outside platform docking and cooperation that data and resource support are provided;
Described call center data administration module comprises business data transmission engine and data synchronization engine, and business data transmission engine is used to from providing two-way business data transmission between the application of the Internet access and Internet service submodule; Data synchronization engine, provides one-way transmission for the data of outside platform being synchronized to the local data base of call center's comprehensive business system;
Described database comprises the first Service Database, the second Service Database, call center's public database and outside platform database, the business datum that the application that the first Service Database accesses for all kinds of the Internets of exterior storage generates; The second Service Database carries out for storing the call center's integrated service administration module that is applied in of all kinds of the Internets access the data that call business generates.
2. a kind of call center as claimed in claim 1 comprehensive business system, it is characterized in that, also comprise business datum excavation module, for the data of carrying out and calling out related service according to the application of the data analysis of the second Service Database and statistics all kinds of the Internets access.
3. a kind of call center as claimed in claim 1 or 2 comprehensive business system, is characterized in that, the application of each the Internet access, and comprehensive business system inside, call center at least arranges second Service Database associated with it.
4. a kind of call center as claimed in claim 1 or 2 comprehensive business system, is characterized in that, the application of each the Internet access, and comprehensive business system outside, call center at least arranges first Service Database associated with it.
5. a kind of call center as claimed in claim 3 comprehensive business system, is characterized in that, the application of each the Internet access, and comprehensive business system outside, call center at least arranges first Service Database associated with it.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201310200715.7A CN104184777A (en) | 2013-05-27 | 2013-05-27 | Comprehensive service system of calling center |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201310200715.7A CN104184777A (en) | 2013-05-27 | 2013-05-27 | Comprehensive service system of calling center |
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| CN104184777A true CN104184777A (en) | 2014-12-03 |
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| CN201310200715.7A Pending CN104184777A (en) | 2013-05-27 | 2013-05-27 | Comprehensive service system of calling center |
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Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101170610A (en) * | 2007-11-14 | 2008-04-30 | 中兴通讯股份有限公司 | Call center service system |
| CN102833429A (en) * | 2011-06-15 | 2012-12-19 | 中兴通讯股份有限公司 | Call center system and call processing method thereof |
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2013
- 2013-05-27 CN CN201310200715.7A patent/CN104184777A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101170610A (en) * | 2007-11-14 | 2008-04-30 | 中兴通讯股份有限公司 | Call center service system |
| CN102833429A (en) * | 2011-06-15 | 2012-12-19 | 中兴通讯股份有限公司 | Call center system and call processing method thereof |
Non-Patent Citations (1)
| Title |
|---|
| 姚建忠: ""IP呼叫中心应用服务器的设计与实现", 《中国优秀硕士学位论文全文数据库信息科技辑》 * |
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Application publication date: 20141203 |