CN104320552B - The emergent traffic route filtering method of IVR intelligence systems based on 95598 big traffics - Google Patents
The emergent traffic route filtering method of IVR intelligence systems based on 95598 big traffics Download PDFInfo
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Abstract
The present invention relates to a kind of emergent traffic route filtering method of IVR intelligence systems for being based on 95598 big traffics, emergent traffic route filtering method comprises the following steps：1）Regional telephone traffic early warning and 2）IVR filters traffic function and short message sending.The present invention is as a result of above-mentioned technical scheme, the feature of intensity, region and business that electric service is swarmed centrally through 95598 traffics under analysis accident, propose the power network accident automatic decision analysis method based on real-time call, the intelligent traffic routing algorithm of power network accident is adaptive to based on structure, using classical self-adaptation control method, and by historical data be simulated calculate and analyze, work out it is practical, intelligence can self adaptation power network accident traffic non-blocking properity.
Description
Technical field
The present invention relates to the emergency processing method of electric power public service call center 95598.
Background technology
Customer Service Center of State Grid Zhejiang Electric Power Company set up on April 27th, 2012, was under the jurisdiction of state's net Zhejiang power saving
Electric Power Research Institute of power company.According to State Grid Corporation of China " three collection five the are big " scheme of organization reform, save electric service center and set
Comprehensive room, 95598 operation management rooms, 95598 Customer Service Departments, large power consumers room, sections of 5, technical support office are put, it is main to be responsible for
The traffic of the whole province 95598, the application of marketing automation system, marketing inspection monitoring, ordered electric, 220 kilovolts and above Business Process System
And the provincial business such as 110 kilovolts of power supply plans, contract for the supply and use of electricity examination ＆ verification is performed.
Influenceed by accidents such as electric network fault, hazard weathers, the typical feature of Power Calling Centre is telephone traffic ripple
It is dynamic especially big, according to incompletely statistics, between when there is accident, Peak Hour is 20 times to 40 times of regular time periods,
The significantly larger than ratio of other industry.How traffic route is changed in time, and limitation accident district telephone is to seat resource
Take, meet the development of non-burst event area customer service business, and on this basis, effectively using self-assisted voice（IVR)
With the phone demand that the resource such as short message successfully manages accident area, in lifting power industry or other public services calling
The efficiency of operation and service level of the heart are respectively provided with highly important meaning.
The emergency action ability of the big traffic of the burst of reply 95598 is always the emphasis in central task.Zhejiang electric service
Center has been concentrated since reaching the standard grade from the whole province seat, and the traffic that accident triggers is swarmed and very big choosing is brought to operation management
War, as a example by " sea anemone " typhoon same day during summer peak meeting in 2012, words is caused by the wide-area failures in typhoon influence area
Business increases sharply, and the system incoming call amount on the same day has reached more than 220,000, caused manual telephone system connection level to decline to a great extent, and causes electricity consumption visitor
The discontented situation in family increases.So, possess it is a set of can the accident of self adaptation power network trigger the IVR intelligently filters that shove of traffic to meet an urgent need
Disposal means, will effectively alleviate the sharp contradiction under accident between client's demand and seat resource.
Traffic routing algorithm is enhancing customer service experience, the pass improved customer satisfaction with efficiency of operation of call center
Key.Traffic routing algorithm for client segmentation, business layering, time slice and technical ability classification etc. is highly developed.Such as
The routing algorithm of hierarchical service, its main points are that customer phone is placed into the corresponding call queue of affiliated customers, then right
The route analysis model that the real-time percent of call completed of each call queue builds with expectation percent of call completed and minimum percent of call completed three is calculated,
Selection route, is embodied as the differentiated service that different levels customers provide varying level.Also have in addition based on business rules
Intelligent routing, is capable of achieving the route based on the expected stand-by period, the route based on the occupancy minimum time, is based on different geographical
The strategy such as route, the route based on cost of human resources.It is all these be all according to the technical ability of seat, resource situation be difference
Customer service rank（Such as VIP, normal client) and class of service（As complained, consulting) provide differentiation service and the calculation studied
Method.For the emergency route that solution of emergent event phone is swarmed, relevant report is yet there are no.
The content of the invention
In order to solve above-mentioned technical problem, it is an object of the invention to provide a kind of IVR intelligence for being based on 95598 big traffics
System emergency traffic route filtering method, the method is practical, intelligence can self adaptation power network accident traffic road
By controlling.
In order to realize above-mentioned purpose, present invention employs following technical scheme：
The emergent traffic route filtering method of IVR intelligence systems based on 95598 big traffics, described IVR intelligence systems are entered
Following improvement is gone：
1）Increase state modulator in IVR intelligence systems, whether the state modulator enables Bulk Call filtering function；
2）It is newly-increased whether enable Bulk Call filtration parameter on the premise of, increase by 77, Zhejiang Province city's local exchange+county telephone central office's list
Position correspondence landing code enables filtration parameter, and whether the state modulator homing address of calling number need to carry out traffic filtering function；
3）After phone enters IVR intelligence systems, increase whether the corresponding filtration parameter of incoming call number ownership districts and cities/county telephone central office is opened
Open：The follow-up traffic filter logic that then enters having been switched on judges；That does not open then broadcasts by being directly entered follow-up salutatory
Report and IVR sub-processes；
4）Incoming call number belongs to after mobile phone judges to pass through, and points out " system is busy, dials again after a while ", then directly abandons the electricity
Words, subsequently directly notify client by way of short message is informed；Announcement information obtains correspondence filtering districts and cities and has safeguarded by program
SMS notification information；
Above-mentioned emergent traffic route filtering method comprises the following steps：
1）Regional telephone traffic early warning
Automatic data collection, analysis live traffice amount, current queuing situation information, certain number is exceeded in certain districts and cities' telephone traffic
Amount or certain technical ability group queuing quantity are pointed out more than certain value；
2）IVR filters traffic function and short message sending
Electric service center carries out function modificationses to IVR flows：Traffic enter IVR and report salutatory before this
Individual node, newly-increased " whether enabling traffic filtering high ", the parameter configuration of " correspondence districts and cities/county telephone central office is set "；Whether normal condition " opens
Filtered with traffic high " value of parameter not enable, when saving electric service center monitoring to certain districts and cities/generation high traffic system of county telephone central office
When system queuing number is high, after related leader's confirmation is obtained, the parameter value is set to enable by notification platform personnel, while
The filtration parameter of correspondence unit is set to open, now IVR flows are directed to correspondence districts and cities/county telephone central office and enable high traffic filtering work(
Can, corresponding filter traffic flow is as follows：
1. user dials 95598 customer service hot lines, and call request enters IVR main flows and before salutatory is reported, in words
In the case that business filtration parameter is enabled, program first judges whether the filtration parameter of correspondence districts and cities/county telephone central office has been switched on；
If 2. had been switched on, this area's traffic is uprushed to be needed to filter traffic；Now program judges that caller ID is again
No is cell-phone number, if it is points out " system is busy, dials again after a while ", then directly abandons the phone, is accused subsequently through short message
The mode known notifies client, and announcement information obtains the urgent notice content in IVR automatically；If home Tel do not process then into
Enter follow-up process；
If 3. not enabled, corresponds to subscriber phone and does not process into follow-up salutatory report and follow-up IVR
Flow；
4. correspond to after districts and cities catastrophic failures terminates, whether notification platform personnel are by corresponding " enabling traffic filtering high " parameter
Value is set to not enable, while setting the filtration parameter of correspondence districts and cities/county telephone central office to be not turned on, now IVR filtering traffics function is lost
Effect, is reduced into normal mode.
Preferably, described regional telephone traffic early warning includes consisting of：
Districts and cities' telephone traffic analysis：It is required to be talked about in current 2 minutes come early warning according to the corresponding unit of landing code to district
Business amount situation, if certain districts and cities exceedes certain telephone traffic, carries out flash animation alarm on the tinkle of bells, computer screen；
Traffic queuing number is analyzed：It is required that current according to each districts and cities, failure and non-faulting technical ability group displaying in current system
Traffic queuing number early warning analysis；Flash animation on the tinkle of bells, computer screen is carried out if current queuing number exceedes certain setting value
Alarm.
, as a result of above-mentioned technical scheme, electric service is centrally through 95598 words under analysis accident for the present invention
The feature of intensity, region and business that business is swarmed, proposes the power network accident automatic decision analysis method based on real-time call,
The intelligent traffic routing algorithm of power network accident is adaptive to based on structure, using classical self-adaptation control method, and is passed through
Historical data be simulated calculate and analyze, work out it is practical, intelligence can self adaptation power network accident traffic
Non-blocking properity.
Brief description of the drawings
Fig. 1 is present invention area telephone traffic warning function observation interface figure.
Fig. 2 is the flow chart that IVR filters traffic function modificationses and short message sending.
Fig. 3 is the flow chart of intelligent robot voice service.
Fig. 4 is the Organization Chart of the system of the IVR intelligence based on 95598 big traffics.
Fig. 5 is intelligent robot voice service typhoon disaster application scenarios application drawing.
Fig. 6 is that intelligent emergent disposal enables front and rear percent of call completed situation comparison diagram per hour.
Specific embodiment
Specific embodiment of the invention is made a detailed explanation below in conjunction with the accompanying drawings.
As shown in figure 4, the IVR intelligence systems for being based on 95598 big traffics of the invention include voice exchange, IVR system,
ARS systems, tts system, Service Database, voice exchange are connected with IVR system, and ARS systems, tts system pass through respectively
MRCP interfaces are connected with described IVR system, and Service Database is connected by with WS/DB interfaces with described IVR system.
The realization of 1.IVR intelligent emergents disposal
1.1 intelligent traffic route filtering are realized
1.1.1 regional telephone traffic warning function exploitation
The warning function page can automatically analyze live traffice amount, current queuing situation information：I.e. in current time, certain
Districts and cities' telephone traffic just has prompting more than certain quantity or certain technical ability group queuing quantity more than certain value（Need more directly perceived
Prompting：Flash animation alarm etc. on the tinkle of bells, computer screen).Ensure that dispatcher can grasp live traffice feelings the very first time
Condition.Observation interface figure is as shown in Figure 1.
Districts and cities' telephone traffic analysis：It is required to according to the corresponding unit of landing code to district（77 districts) to carry out early warning current
In 2 minutes（Parameter configuration can be specifically provided) telephone traffic situation, if certain districts and cities exceedes certain telephone traffic（Parameter can be provided to match somebody with somebody
Put), then carry out flash animation alarm etc. on the tinkle of bells, computer screen.
Traffic queuing number is analyzed：It is required that according to 11 districts and cities, failure and non-faulting totally 22 technical ability group exhibitions in current system
Show live traffice queuing number early warning analysis.If current queuing number exceedes certain setting value（Parameter configuration can be provided) then carry out bell
Flash animation alarm etc. on sound, computer screen.
1.1.2 IVR filters traffic function modificationses and short message sending
Electric service center carries out function modificationses to IVR flows：Traffic enter IVR and report salutatory before this
Whether individual node, newly-increased " enabling traffic filtering high ", " sets correspondence districts and cities/county telephone central office（Amount to 77 lists for city's local exchange+county telephone central office
Position code enables configuration item) " parameter configuration.Whether the value of normal condition " enabling traffic filtering high " parameter is not enable,
When saving electric service center monitoring and being high to certain districts and cities/generation high traffic system queuing of county telephone central office number, correlation is being obtained
After leader confirms, the parameter value is set to enable by notification platform personnel, while the filtration parameter of correspondence unit is set to open,
Now IVR flows are directed to correspondence districts and cities/county telephone central office and enable high traffic filtering function.As shown in Fig. 2 corresponding filter traffic flow
It is as follows：
1st, user dials 95598 customer service hot lines, and call request enters IVR main flows and before salutatory is reported, in words
In the case that business filtration parameter is enabled, program first judges whether the filtration parameter of correspondence districts and cities/county telephone central office has been switched on；
If the 2, had been switched on, this area's traffic is uprushed to be needed to filter traffic.Now program judges that caller ID is again
No is cell-phone number, if it is points out " system is busy, dials again after a while ", then directly abandons the phone, is accused subsequently through short message
The mode known notifies client（Announcement information obtains the urgent notice content in IVR automatically)；If home Tel is not processed then
Into follow-up process；
If the 3, not enabled, corresponding subscriber phone is not processed to be reported and follow-up IVR into follow-up salutatory
Flow；
4th, after correspondence districts and cities catastrophic failure terminates, whether notification platform personnel are by corresponding " enabling traffic filtering high " parameter
Value is set to not enable, while setting the filtration parameter of correspondence districts and cities/county telephone central office to be not turned on, now IVR filtering traffics function is lost
Effect, is reduced into normal mode.
Transformation function point explanation
1）Increase state modulator in ivr, whether the state modulator enables Bulk Call filtering function；
2）It is newly-increased whether enable Bulk Call filtration parameter on the premise of, increase by 77 city's local exchanges+county telephone central office's unit correspondence
That lands code enables filtration parameter, and whether the state modulator homing address of calling number needs to carry out traffic filtering function；
3）After phone enters IVR, increase whether the corresponding filtration parameter of incoming call number ownership districts and cities/county telephone central office is opened：Open
The follow-up traffic filter logic that then enters for opening judges；That does not open then reports and IVR by being directly entered follow-up salutatory
Flow；
4）When the filtration parameter of incoming call number correspondence districts and cities/county telephone central office is opened, increase the logic judgment of cell-phone number/home Tel：Category
Judge in the follow-up traffic filter logic that carries out of cell-phone number；Home Tel is directly entered follow-up salutatory and reports and IVR subflows
Journey；
5）Incoming call number belongs to after mobile phone judges to pass through, and points out " system is busy, dials again after a while ", then directly abandons the electricity
Words, subsequently directly notify client by way of short message is informed（Announcement information obtains correspondence filtering districts and cities and has safeguarded by program
SMS notification information).
1.2 intelligent robot voice services are realized
Intelligent sound flow is broadly divided into business intelligence and accepts and on-line intelligence analysis two major parts.Business intelligence accepts mainly
Meet customer service by IVR interactive voices to ask.On-line intelligence analysis finds intelligence in time by the analysis left a message user
It is possible that causing the sensitive work order of complaint in voice flow, processed in time.As shown in figure 3, detailed process is as follows：
1. in the busy entrance intelligent robot voice service of traffic, greeting is reported, collects user's request, being identified please
Ask, recognize successfully, rapidly enter operation flow, inquiry is completed by voice or key-press input family number and inquiry days；Complete
After go to step 3.；
2. recognition failures, voice message " too fast using mandarin or word speed ", and go to step 3.；
3. whether " continuing business consultation " is pointed out, is to go to step 1., it is no, go to step 4.；
4. inform that user can carry out tone information, be to carry out tone information, it is no, terminate dialogue；
5. full text transcription text after tone information, carries out automatic or manual screening, sends sensitive work order, carries out at work order
Reason, worksheet finishes end.
Intelligent robot voice service on the basis of conventional voice calls center, integrating speech sound identification technology（ASR), make to exhale
Being the IVR system at center can support to be interacted by voice and client between, and the intelligent voice using call center is known
Other ability, is directly acquainted with customer demand, and demand to client is responded, realize intelligent analysis, voice freely link up, it is fast
The purpose of speed reaction.
The support speech-sound intelligent that is mainly characterized by of intelligent interactive answering system navigates and voice messaging typing, conveniently makes
With, significantly shorten the business handling time, needed by voice reminder and menu setecting layer by layer with traditional IVR, could enter corresponding
Operation flow compared to there is obvious advantage.By taking the Power Calling Centre inquiry electricity charge as an example, user is dialed after 95598, as long as
The demand of the inquiry electricity charge is said, such as " electricity charge is looked into ", " electricity charge inquiry ", " electricity charge consulting " can be rapidly introduced into the electricity charge and inquire about
Operation flow, then complete inquiry by voice or key-press input family number and inquiry days.Build intelligent interactive response
Systems technology it is critical only that at 2 points, and one is the integrating speech sound identification technology on conventional voice calls platform（ASR), two is to combine language
Sound identification technology（ASR the functional interface for) being provided, the function to original IVR is transformed.The framework of system is as shown in Figure 4.
Specifically include following part：
（1) on the basis of existing voice call platform, integrated ARS products, ASR products are docked by MRCP agreements with IVR,
Realize intelligent sound identification function；
（2) because IVR speech businesses function phase is to stabilization, need accurately to collect in practical business the days of user input,
Family digital information, needs selection to support the ASR products based on grammer and keyword recognition, and the product in this programme
Need to support MRCP protocol interfaces, to improve quick development ability；
（3) to existing ivr menu option, possible expression way can be configured in ASR grammers.Such as " outage information
The option of inquiry ", can configure the common expression ways such as " looking into power failure ", " have a power failure inquiry ", " outage information inquiry ".So, no
How effective family expresses, and can successfully recognize corresponding menu item, accurately goes to corresponding service function.
（4) in the keyword of the integrated most of common business function of main menu, such user can be in main menu by saying
Go out keyword come the corresponding business function that goes directly, realize intelligent navigation, simplify ivr menu, being also convenient for user is carried out quickly
Selection.
（5) except menu setecting, most common input mode is exactly numeral input in current IVR, including Customs Assigned Number,
Password, ID card No., Query Dates, phone number, fax number, rechargeable card card number, prepaid card password, bank card number
Deng.For in theory, the input of above-mentioned numeral numbering can carry out phonetic entry using ASR technology, while it is defeated to provide button
Enter mode.Wherein, the information such as Customs Assigned Number, phone number, fax number, rechargeable card card number can use ASR technology, by user
Quoted in communication process and be identified, it is to avoid frequent switching key state in communication process.Query Dates use phonetic entry
Can be closer to natural language, it is easier to understand, it is to avoid the requirement to key-press input form；Password etc. is related to privacy or information
The information of safety, can continue to require to be input into using button form, at utmost ensure that the information such as password are conversed in public
In do not reveal.
1.2.1 system suitability transformation
Call platform is transformed
Integrated ASR and intelligent inference module on the basis of existing Huawei's call platform, realize system supports voice identification and
Intelligent inference.IVR system supports tradition IVR answering services and intelligent sound seat answer service.Current Zhejiang application deployment
Huawei's call platform version, need to relate to grade platform release and support speech recognition software.
IVR is transformed
Existing IVR flows are transformed, reforming content includes：
1）The related function of integrated intelligent speech recognition, transforms system main menu, realizes intelligent sound
Navigation；
2) existing each business subfunction of IVR flows is transformed, is increased quotation information input and is supported, realize service account
Number, password, the data such as days support voice and keystroke pattern input；
3) existing IVR flows transfer and routing policy are transformed, supports that queuing number is excessive, or during transfer failure
Phone is transferred into intelligent sound seat carries out response.
Business datum is integrated
Intelligent sound is recognized to be needed to realize various ways inquiry business system blackout, telegram in reply relevant information, and with every family
Number, the related information in electricity consumption address, it is therefore desirable to increase corresponding service system interface, to adapt to IVR and intelligent inference module
Interface requirement.Obtain business datum as follows：
A. marketing system：With in every family number, electricity consumption address etc.；
B.95598 system：Outage information, telegram in reply information etc.；
C.GIS/ battalion matches somebody with somebody:Cell name, natural village title；
1.2.2 the application of typhoon disaster application scenarios is as shown in Figure 5.
1.IVR intelligent emergent disposal technology effects
Come into operation during summer peak meeting to dispose intelligent emergent, the project is designed from requirement investigation, exploitation, deployment
Test and reach the standard grade using by the nervous preparation of early stage, come into operation at the beginning of in August, 2013 in.
1) bursts of traffic is successfully managed
During summer peak meeting in 2013, center enables IVR intelligence in time when correspondence area wide-area failures are grasped
Emergency disposal function, by taking September 10 days, 11 days as an example, specific data are as follows respectively：
It is as shown in Figure 6 that intelligent emergent disposal enables the situation contrast per hour of front and rear percent of call completed.
From September 10 days, 11 days 9 points start, traffic occur it is abnormal swarms, cause artificial percent of call completed to decline, center is opened in time
Intelligent emergent disposal function is used, percent of call completed is recovered more than 95% normal condition rapidly.IVR intelligent emergents disposal technology is prominent
In the case of sending out traffic big and shoving, the pattern of traditional directly cut-out trunk passage is not only changed, it is artificial significantly improving
The information of very first time proactive notification client region while percent of call completed, it is to avoid client dials hot line is caused two repeatedly
Secondary congestion, greatly solves the contradiction of client's demand and seat resource, improves good service level.
2) new services are actively expanded
In traffic peak hours/period, start the application of intelligent sound robot, to waiting in line portions of client, remind client to work as
Preceding artificial telephone traffic is busy, leads into " intelligent robot seat " flow, to reduce " artificial registration " cost, realizes " maximum limit
Degree is first picked up and ", allow client perception to " problem is accepted ", substantially reduce traffic demand.By practical application, intelligent robot
It is mainly manifested in three below aspect：
One is that call menu " flattening " is realized in terms of ivr menu level, reduces menu complexity, condition and system
Interaction times, business direct arrival rate lifting 5%, while need not plan that the business is in System menu in Added Business
Particular problem, extension is easier;
Two is that user need not understand Business Name, directly states demand, and the Business Processing without understanding needs is whole
The position of menu, user friendly experience lifting more than 5%;
Three is the limitation more than breakthrough tradition IVR button levels, and traditional touch-tone IVR calling navigation is from beginning to self-service clothes
It is about at the end of business 75 seconds, calling navigation-type IVR service durations are about 30 seconds, interaction duration reduction by 100% or so.
Claims (2)
1. the emergent traffic route filtering method of IVR intelligence systems of 95598 big traffics is based on, it is characterised in that described IVR intelligence
Energy system includes voice exchange, IVR system, ARS systems, tts system, Service Database, voice exchange and IVR system phase
Connection, ARS systems, tts system are connected by MRCP interfaces with described IVR system respectively, and Service Database passes through WS/DB
Interface is connected with described IVR system；
Following improvement is carried out to described IVR intelligence systems：
1) state modulator is increased in IVR intelligence systems, whether the state modulator enables Bulk Call filtering function；
2) it is newly-increased whether enable Bulk Call filtration parameter on the premise of, increase the city's local exchange+county telephone central office 77 altogether in Zhejiang Province
Unit correspondence landing code enables filtration parameter, and whether the state modulator homing address of calling number needs to carry out traffic filtering work(
Energy；
3) after phone enters IVR intelligence systems, increase whether homing address of calling number city/corresponding filtration parameter of county telephone central office is opened：
The follow-up traffic filter logic that then enters having been switched on judges；Do not open then by be directly entered follow-up salutatory report and
IVR sub-processes；
4) incoming call number belongs to after mobile phone judges to pass through, and points out " system is busy, dials again after a while ", then directly abandons the phone, after
It is continuous directly to notify client by way of short message is informed；Announcement information obtains the short message that correspondence filtering districts and cities have safeguarded by program
Announcement information；
Above-mentioned emergent traffic route filtering method comprises the following steps：
1) regional telephone traffic early warning
Automatic data collection, analysis live traffice amount, current queuing situation information, certain districts and cities' telephone traffic exceed certain quantity or
Person certain technical ability group queuing quantity is pointed out more than certain value；
2) IVR filterings traffic function and short message sending
Electric service center carries out function modificationses to IVR flows：Enter IVR and this section before salutatory is reported in traffic
Point, newly-increased " whether enabling traffic filtering high ", the parameter configuration of " correspondence districts and cities/county telephone central office is set "；Whether normal condition " enables height
There is high traffic system row to certain districts and cities/county telephone central office when electric service center monitoring is saved not enable in the value of traffic filtering " parameter
When team's number remains high, after related leader's confirmation is obtained, the parameter value is set to enable by notification platform personnel, while setting
To open, now IVR flows are directed to correspondence districts and cities/county telephone central office and enable high traffic filtering function, phase the filtration parameter of correspondence unit
The filter traffic flow answered is as follows：
1. user dials 98898 customer service hot lines, and call request enters IVR main flows and before salutatory is reported, in traffic
In the case that filtration parameter is enabled, program first judges whether the filtration parameter of correspondence districts and cities/county telephone central office has been switched on；
If 2. had been switched on, this area's traffic is uprushed to be needed to filter traffic；Now program judge again caller ID whether be
Cell-phone number, if it is points out " system is busy, dials again after a while ", then directly abandons the phone, is informed subsequently through short message
Mode notifies client, and announcement information obtains the urgent notice content in IVR automatically；If after home Tel does not process entrance then
Afterflow journey；
If 3. not enabled, corresponds to subscriber phone and does not process into follow-up salutatory report and follow-up IVR sub-processes；
4. after corresponding districts and cities catastrophic failure terminates, whether notification platform personnel set corresponding " enabling traffic filtering high " parameter value
It is set to and does not enable, while the filtration parameter of correspondence districts and cities/county telephone central office is set to be not turned on, now IVR filterings traffic disabler, also
It is former into normal mode.
2. the emergent traffic route filtering method of the IVR intelligence systems for being based on 95598 big traffics according to claim 1, its
It is characterised by, regional telephone traffic early warning includes consisting of：
Districts and cities' telephone traffic analysis：It is required to according to the corresponding unit of landing code to district come the current 2 minutes internal traffics of early warning
Situation, if certain districts and cities exceedes certain telephone traffic, carries out flash animation alarm on the tinkle of bells, computer screen；
Traffic queuing number is analyzed：It is required that according to each districts and cities, failure and non-faulting technical ability group displaying live traffice in current system
Queuing number early warning analysis；Flash animation report on the tinkle of bells, computer screen is carried out if current queuing number exceedes certain setting value
It is alert.
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| CN109345072A (en) * | 2018-08-30 | 2019-02-15 | 国网浙江省电力有限公司杭州供电公司 | Dispatching method for distribution branch line scheduling scenario |
| CN110769124B (en) * | 2019-10-30 | 2020-11-06 | 国网江苏省电力有限公司镇江供电分公司 | Electric power marketing customer communication system |
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| EP1631051A1 (en) * | 2004-08-31 | 2006-03-01 | Deutsche Telekom AG | Method and system providing load-dependent filtering when calling a service |
| CN103067623A (en) * | 2013-01-29 | 2013-04-24 | 江苏电力信息技术有限公司 | Telephone traffic peak surge calling optimization method based on collaborative filtering |
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