CN104580759A - Fault-tolerant system and method for electric power customer service IVR - Google Patents
Fault-tolerant system and method for electric power customer service IVR Download PDFInfo
- Publication number
- CN104580759A CN104580759A CN201410664115.0A CN201410664115A CN104580759A CN 104580759 A CN104580759 A CN 104580759A CN 201410664115 A CN201410664115 A CN 201410664115A CN 104580759 A CN104580759 A CN 104580759A
- Authority
- CN
- China
- Prior art keywords
- server
- ivr
- switch
- exception
- circuit
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a fault-tolerant system and method for electric power customer service IVR. The system comprises an IVR server, a network management server, a switch and a terminal, wherein the IVR server comprises a VPMS server and an MPP server; the VPMS server is used for maintaining and managing configuration and publication response and fault-tolerant flows; the MPP server is used for executing a task of a Web application server, and analyzing the response and fault-tolerant flows; the switch comprises an AES server and a CTI server, and is used for realizing information sharing between telephones and computers, and comprehensively controlling telephones, calls, grouping, guiding and trunk lines of the switch to realize flexible call management and monitoring. According to the system and the method, the problem of insufficient phased staff is solved, the emergency service response time of 95598 is shortened, the remote service control capability is enhanced, and the acceptance efficiency of customer appeals is improved.
Description
Technical field
The present invention relates to a kind of electric power customer service IVR tolerant system and method.
Background technology
IVR system, as operation service very important in Shandong Electric Power Group 95598, carries the phone automatic speech navigation feature of all incoming call speech channels.After the IP phone networking of Shandong Electric Power Group system is implemented in recent years, more Service Phone will be directed to city remote I P phone agent at county level, and the IVR service also proceeded at first unified accepting while considerably increasing system making capacity proposes higher capacity and reliability requirement.
Once IVR breaks down and extremely, directly will affect the normal service calls operation of 95598 and the unimpeded of 95598 hot lines.The traffic that particularly particular time such as cold snap occurs in New Year's Eve, summer high temperature and winter is uprushed, when shoving, be also often the very big test to IVR service ability.
Summary of the invention
The present invention is in order to solve the problem, propose a kind of electric power customer service IVR tolerant system and method, native system can maximize and accept customer service demand, solves the not enough problem of interim seat personnel, shortened for 95598 emergency service response times, strengthen remote service ability of regulation and control.
To achieve these goals, the present invention adopts following technical scheme:
A kind of electric power customer service IVR tolerant system, comprises ivr server, network management server, switch and terminating machine;
Described ivr server, comprise VPMS server and MPP server, described VPMS server is used for maintenance and management configuration and issues response, fault-tolerant flow process, described MPP server for perform Web Application Server task, to response, fault-tolerant flow process resolves;
Described switch, comprise AES server and cti server, for realizing the information sharing of phone and intercomputer, by the CTI Link module in switch, realize background computer application system and Call-Control1 and call state transmission are carried out to switch, the phone of comprehensive control switch, calling, grouping, guiding and trunk line, realize call manager and monitoring flexibly;
Described network management server, for connection, supervising the network, comprising Web Application Server, carrying out sharing and redundancy, automatic switchover for adopting load-balancing mechanism;
Described terminating machine, realizes phone incoming call, call out function, and provides automatic call to distribute ACD system, provides CTI Link module as computer/phone integrated interface.
Described Web Application Server, is provided with multiple stage, adopts load-balancing mechanism to carry out sharing and redundancy, utilizes special load-balancing device to carry out load balancing to the application of multiple servers.
Described Web Application Server, all connects described ivr server, automatically switches to another Web Application Server when detecting current Web application server and connecting fault.
Based on a method of work for said system, comprise the following steps:
(1) when ivr server occurring and connecting appearance exception, flow process catchs the exception, and gathers caller, possession information; When phone incoming call is in switch, voice portion is converted to the IP voice call of H.323 agreement by exchange opportunity, sends ivr server to, and can produce one group with circuit-switched data simultaneously by network;
(2) these data are sent to AES server by switch proprietary protocol ASAI, and AES server will send ivr server to circuit-switched data;
(3) when ivr server detects connection exception, send error event warning, select corresponding fault-tolerant flow process.
In described step (1), describedly comprise calling number, called number and trunk number with circuit-switched data.
In described step (2), when occur ivr server to be connected with AIC VOX there is exception time, AES server is sent to by switch proprietary protocol ASAI with circuit-switched data, AES sends cti server by above-mentioned with circuit-switched data by CVAN agreement, and then cti server sends ivr server to by VOX service.
AIC VOX looks like for multimedia interactive center and the mutual interface server of ivr server.
In described step (2), when occur ivr server to be connected with AIC VOX there is exception time, be sent to AES server with circuit-switched data by switch proprietary protocol ASAI, AES directly will send ivr server to circuit-switched data by TSAPI agreement.
In described step (3), when occur ivr server to be connected with AIC VOX there is exception time, take for this exception the process ignoring this event in IVR flow process, because be normal from the message of TSAPI agreement transmission, correctly enter next node.
In described step (2), when IVR and AES TSAPI connects appearance exception, flow process catchs the exception, and produces and answers; Phone incoming call switch, goes to ivr server, is transferred to client service center and answers after IVR navigation; Meanwhile, part is gone to client service center with circuit-switched data by switch Session Initiation Protocol, when ivr server detects TSAPI agreement connection exception, send error event; Take to turn local route processing of attending a banquet for this exception in IVR flow process.
In described step (2), when occurring abnormal with circuit-switched data combination, obtaining with circuit-switched data from AIC VOX, AES TSAPI or AVP and combining with circuit-switched data.
Beneficial effect of the present invention is:
(1) annual 24 hours uninterrupted operation needs are met: 95598 business relations are to broad masses' life and the normal need of production of enterprises and institutions, and accomplish that annual nothing is stopped, within 24 hours, hot line can reach, immediately corresponding, and effectively service is the aim of 95598; By existing system resource, can be made rational planning for by the present invention, adopt shunting, the technology such as backup and method alleviate Peak Hour electric service pressure, maximize customer in response service demand, improve equipment dependability further, improve power supply quality;
(2) cut operating costs, by design and to dispose IVR fault-tolerant, the system of permission is safeguarded when non-interrupting service, upgrade and dilatation IVR serves; Effectively reduce the cost of operation, decrease the needs of manual monitoring and intervention, realize the automatic fault tolerant under various complicated state, guarantee that caller client is not lost;
(3) utilization rate of equipment and installations is improved, tackled key problems by IVR fault-toleranr technique, the existing IVR voice platform of effective research and development, rely on the effort of equipment supplier's resource and self troop, realize the intensive management of equipment and business, make full use of professional skill resource in system, reduce the cost such as recruitment, logistics support.
Accompanying drawing explanation
Fig. 1 is the multiple Web server schematic diagram of the present invention;
Fig. 2 is call flow diagram of the present invention;
Fig. 3 is ivr server of the present invention and VOX connection error schematic diagram;
Fig. 4 is ivr server of the present invention and AES TSAPI connection error schematic diagram;
Fig. 5 is service procedure schematic diagram of the present invention.
Embodiment:
Below in conjunction with accompanying drawing and embodiment, the invention will be further described.
A kind of electric power customer service IVR tolerant system, comprises ivr server, network management server, switch and terminating machine;
Described ivr server, comprise VPMS server and MPP server, described VPMS server is used for maintenance and management configuration and issues response, fault-tolerant flow process, described MPP server for perform Web Application Server task, to response, fault-tolerant flow process resolves;
Described switch, comprise AES server and cti server, for realizing the information sharing of phone and intercomputer, by the CTI Link module in switch, realize background computer application system and Call-Control1 and call state transmission are carried out to switch, the phone of comprehensive control switch, calling, grouping, guiding and trunk line, realize call manager and monitoring flexibly;
Described network management server, for connection, supervising the network, comprising Web Application Server, carrying out sharing and redundancy, automatic switchover for adopting load-balancing mechanism;
Described terminating machine, realizes phone incoming call, call out function, and provides automatic call to distribute ACD system, provides CTI Link module as computer/phone integrated interface.
Described Web Application Server, is provided with multiple stage, adopts load-balancing mechanism to carry out sharing and redundancy, utilizes special load-balancing device to carry out load balancing to the application of multiple servers.
Described terminating machine is IP phone, is distributed in each place and attends a banquet group.
Described Web Application Server, all connects described ivr server, automatically switches to another Web Application Server when detecting current Web application server and connecting fault.
The redundancy of 1.IVR application server (Application Server)
Realize target: for IVR application server, avoid Single Point of Faliure, ensures to can switch to another server when there is server hardware fault, and can realize service abnormality alarm and inform administrative staff in time.
Ivr server mainly comprises VPMS and MPP two kinds of servers, and wherein VPMS is responsible for maintenance and management configuration and issues flow process, and MPP primary responsibility performs VoiceXML, Web Application Server primary responsibility and resolves IVR flow process.Therefore Web Application Server plays an important role for the normal work of IVR.
As shown in Figure 1, for the process of Web Application Server fault, there are two kinds of processing modes, a kind of Web Application Server being to provide multiple stage, and adopt load-balancing mechanism to carry out sharing and redundancy at leading portion, this mode adopts the special load-balancing device of F5 or other brands to carry out load balancing to the application of multiple servers usually, and the benefit of adopting in this way is that performance is good, and multiple servers can load sharing.Shortcoming is that load-balancing device is usually very expensive, and this equipment itself exists Single Point of Faliure.Another kind of mode is to provide the Web Application Server of multiple stage, and IVR is maintained into the connection of multiple stage Web Application Server again, automatically switches to another when detecting current connection fault.This mode realize simple effectively, shortcoming be the web application server of backup on ordinary days and non-loaded.
Lack load-balancing device on the one hand, the automatic forwarding function of fault is provided on the other hand in Avaya Aura Experience Portal server, only access flow of navigation need be configured to fail-over mode, when an application server breaks down, take over client's Inbound Calls, normal service is provided for other one.
As shown in Figure 2, Shandong has 17 technical ability groups, under normal circumstances, system adopts the full service procedure of IVR, when database breaks down, when CTI, AES, APP server occurs abnormal simultaneously, cancel Self-Service, manual switchover is the application of IVR emergency service flow process, is switched to the built-in basic Voice Navigation service of switch.
In AVAYA telephone exchange, have an extraordinary incoming call flow process script, we are referred to as Vector, and the phone of all incoming calls is introduced in this flow process script, is defined the circulation direction of phone by this script.During normal work, the phone of incoming call is pointed to ivr server passage by this script.Namely whether we have a special technical ability group of attending a banquet to log on by increasing a judging point in this script, if had, then represent the manual intervention of keeper, and this script is routed in the voice declaration of backup immediately goes process.
Most common failure is:
A) fault-tolerant processing when occurring the VOX Connection Service exception of AIC and IVR;
B) avoid and reduce AES TSAPI link failure;
C) database avoiding and reduce IVR to rely on is abnormal;
Its solution is respectively:
A) AIC VOX: set up multiple VOX and serve, reduces the load that single VOX serves, and when single appearance is abnormal, coverage is no more than 10%.
B) AES TSAPI: one IVR flow process configure main TSAPI serve and calamity serve for TSAPI.
C) database: adopt trunking mode.
Its business mechanism for correcting errors is:
A) when IVR and AIC VOX connects appearance exception, channel for subsequent use is provided to obtain data;
B) when IVR and AES TSAPI connects appearance exception, treatment mechanism is provided;
C) when occurring abnormal with circuit-switched data combination, treatment mechanism is provided;
As shown in Figure 3, when IVR and AIC VOX connects appearance exception, flow process catchs the exception, and caller, possession information can be obtained by AES TSAPI.When phone incoming call is in switch, voice portion is converted to the IP voice call of H.323 agreement by exchange opportunity, ivr server is sent to by network, and one group can be produced with circuit-switched data simultaneously and (comprise calling number, called number, trunk number etc.), these data are sent to AES server by switch proprietary protocol ASAI, and (AES server is the attached server of this switch, be mainly used in providing various protocol interface), AES both can send cti server by above-mentioned with circuit-switched data by CVAN agreement, then cti server sends ivr server to by VOX service, AES also directly can will send ivr server to circuit-switched data by TSAPI agreement.When ivr server detects VOX connection exception, send error event.Take for this exception the process ignoring this event in IVR flow process, because be normal from the message of TSAPI agreement transmission, correctly can enter next node.
As shown in Figure 4, when IVR and AES TSAPI connect occur abnormal time, flow process catchs the exception, and turns state's network service and spills into province center and answer;
Normal flow: phone incoming call switch, goes to ivr server, is transferred to state's net after IVR navigation.Meanwhile, also part also to be gone to state's net by switch Session Initiation Protocol with circuit-switched data, when ivr server detects TSAPI connection exception, send error event.Take to turn local route processing of attending a banquet for this exception in IVR flow process.
As shown in Figure 5, when occurring abnormal with circuit-switched data combination, can obtain and combine with circuit-switched data from AIC VOX, AES TSAPI or AVP with circuit-switched data.
When phone incoming call is in switch, voice portion is converted to the IP voice call of H.323 agreement by exchange opportunity, ivr server is sent to by network, and one group can be produced with circuit-switched data simultaneously and (comprise calling number, called number, trunk number etc.), these data are sent to AES server by switch proprietary protocol ASAI, and (AES server is the attached server of this switch, be mainly used in providing various protocol interface), AES both can send cti server by above-mentioned with circuit-switched data by CVAN agreement, then cti server sends ivr server to by VOX service, AES also directly can will send ivr server to circuit-switched data by TSAPI agreement.When ivr server detects VOX connection exception, send error event.Take for this exception the process ignoring this event in IVR flow process, because be normal from the message of TSAPI agreement transmission, correctly can enter next node.
Connection error when exception appears in database alternately in IVR flow process contains and alarm, when having mutual with database in flow nodes, arranges exception handling in flow process, ignores connection error and sends alarm on stream, guaranteeing that flow process can normally be carried out.
According to needing information with circuit-switched data, adopt fault tolerance judgment, first AIC, obtains with circuit-switched data, and judges that whether data are normal, as exception, then uses TSAPI to obtain with circuit-switched data, and judges that whether data are normal, as exception, then uses AAEP to carry with circuit-switched data.
When database access failure, fault tolerant mechanism is: scheme one: after the access of IVR acknowledged client, first judge whether database can access, and as database is unavailable, flow process can be forwarded to IVR and meet an urgent need flow process.
Scheme two: after the access of IVR acknowledged client, first judge whether database can access, as database is unavailable, not at transfer database resource in follow-up flow process, flow process continues to perform.Database adopts HA mode to build.
By reference to the accompanying drawings the specific embodiment of the present invention is described although above-mentioned; but not limiting the scope of the invention; one of ordinary skill in the art should be understood that; on the basis of technical scheme of the present invention, those skilled in the art do not need to pay various amendment or distortion that creative work can make still within protection scope of the present invention.
Claims (10)
1. an electric power customer service IVR tolerant system, is characterized in that: comprise ivr server, network management server, switch and terminating machine;
Described ivr server, comprise VPMS server and MPP server, described VPMS server is used for maintenance and management configuration and issues response, fault-tolerant flow process, described MPP server for perform Web Application Server task, to response, fault-tolerant flow process resolves;
Described switch, comprise AES server and cti server, for realizing the information sharing of phone and intercomputer, by the CTI Link module in switch, realize background computer application system and Call-Control1 and call state transmission are carried out to switch, the phone of comprehensive control switch, calling, grouping, guiding and trunk line, realize call manager and monitoring flexibly;
Described network management server, for connection, supervising the network, comprising Web Application Server, carrying out sharing and redundancy, automatic switchover for adopting load-balancing mechanism;
Described terminating machine, realizes phone incoming call, call out function, and provides automatic call to distribute ACD system, provides CTI Link module as computer/phone integrated interface.
2. a kind of electric power customer service IVR tolerant system as claimed in claim 1, it is characterized in that: described Web Application Server, be provided with multiple stage, adopt load-balancing mechanism to carry out sharing and redundancy, utilize special load-balancing device to carry out load balancing to the application of multiple servers.
3. a kind of electric power customer service IVR tolerant system as claimed in claim 1, is characterized in that: described Web Application Server, all connects described ivr server, automatically switches to another Web Application Server when detecting current Web application server and connecting fault.
4., based on a method of work for such as system according to any one of claim 1-3, it is characterized in that: comprise the following steps:
(1) when ivr server occurring and connecting appearance exception, flow process catchs the exception, and gathers caller, possession information; When phone incoming call is in switch, voice portion is converted to the IP voice call of H.323 agreement by exchange opportunity, sends ivr server to, and can produce one group with circuit-switched data simultaneously by network;
(2) these data are sent to AES server by switch proprietary protocol ASAI, and AES server will send ivr server to circuit-switched data;
(3) when ivr server detects connection exception, send error event warning, select corresponding fault-tolerant flow process.
5. method of work as claimed in claim 4, is characterized in that: in described step (1), describedly comprises calling number, called number and trunk number with circuit-switched data.
6. method of work as claimed in claim 4, it is characterized in that: in described step (2), when occur ivr server to be connected with AICVOX there is exception time, AES server is sent to by switch proprietary protocol ASAI with circuit-switched data, AES sends cti server by above-mentioned with circuit-switched data by CVAN agreement, and then cti server sends ivr server to by VOX service.
7. method of work as claimed in claim 4, it is characterized in that: in described step (2), when occur ivr server to be connected with AICVOX there is exception time, be sent to AES server with circuit-switched data by switch proprietary protocol ASAI, AES directly will send ivr server to circuit-switched data by TSAPI agreement.
8. method of work as claimed in claim 4, it is characterized in that: in described step (3), when occur ivr server to be connected with AICVOX there is exception time, take for this exception the process ignoring this event in IVR flow process, because the message transmitted from TSAPI agreement is normal, correctly enter next node.
9. method of work as claimed in claim 4, is characterized in that: in described step (2), and when IVR and AES TSAPI connects appearance exception, flow process catchs the exception, and produces and answers; Phone incoming call switch, goes to ivr server, is transferred to client service center and answers after IVR navigation; Meanwhile, part is gone to client service center with circuit-switched data by switch Session Initiation Protocol, when ivr server detects TSAPI agreement connection exception, send error event; Take to turn local route processing of attending a banquet for this exception in IVR flow process.
10. method of work as claimed in claim 4, is characterized in that: in described step (2), when occurring abnormal with circuit-switched data combination, obtaining with circuit-switched data and combining with circuit-switched data from AIC VOX, AES TSAPI or AVP.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410664115.0A CN104580759B (en) | 2014-11-19 | 2014-11-19 | A kind of electric power customer service IVR tolerant system and method |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201410664115.0A CN104580759B (en) | 2014-11-19 | 2014-11-19 | A kind of electric power customer service IVR tolerant system and method |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN104580759A true CN104580759A (en) | 2015-04-29 |
| CN104580759B CN104580759B (en) | 2016-03-02 |
Family
ID=53095885
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201410664115.0A Active CN104580759B (en) | 2014-11-19 | 2014-11-19 | A kind of electric power customer service IVR tolerant system and method |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN104580759B (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107071190A (en) * | 2016-12-31 | 2017-08-18 | 国家电网公司客户服务中心 | The method for finding telephone traffic system problem in time using traffic platform data |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7602704B2 (en) * | 2002-08-20 | 2009-10-13 | Cisco Technology, Inc. | System and method for providing fault tolerant IP services |
| CN101697568B (en) * | 2009-10-26 | 2013-12-18 | 浙江省电力公司 | Disaster recovery method for power customer service system |
| CN201504269U (en) * | 2009-10-26 | 2010-06-09 | 浙江省电力公司 | Multimedia calling system for power customer service system |
-
2014
- 2014-11-19 CN CN201410664115.0A patent/CN104580759B/en active Active
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107071190A (en) * | 2016-12-31 | 2017-08-18 | 国家电网公司客户服务中心 | The method for finding telephone traffic system problem in time using traffic platform data |
| CN107071190B (en) * | 2016-12-31 | 2020-07-21 | 国家电网公司客户服务中心 | Method for timely finding telephone traffic system problem by using telephone traffic platform data |
Also Published As
| Publication number | Publication date |
|---|---|
| CN104580759B (en) | 2016-03-02 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US10348893B2 (en) | System to deploy a disaster-proof geographically-distributed call center | |
| US9571656B2 (en) | Method of distributed aggregation in a call center | |
| CN101715027B (en) | Customer service system and method for power system | |
| US20150244858A1 (en) | Central Call Platform | |
| CN104854575A (en) | Clustered session management | |
| CN101388568A (en) | Method for implementing electric grid scheduling automation | |
| CN101945180A (en) | Fault processing system of call center seats and method | |
| US9020133B2 (en) | Call occupancy management | |
| CN101697568B (en) | Disaster recovery method for power customer service system | |
| US20090290687A1 (en) | System and method for pooled ip recording | |
| CN104683331A (en) | System for realizing hybrid networking of soft exchange and program-controlled exchange of power dispatching | |
| US20140044252A1 (en) | Softphone | |
| CN101582795A (en) | Method for realizing double dispatch command center system in IP network | |
| CN105302792A (en) | Adjusting method of voice platform architecture | |
| CN101448047B (en) | Telephone bank calling system and total control equipment | |
| CN104580759B (en) | A kind of electric power customer service IVR tolerant system and method | |
| US8923488B2 (en) | Emergency call system with distribution management and mechanism method of operation thereof | |
| CN103647887A (en) | Integrated IP telephone system of electrical power system | |
| CN108401080A (en) | Control method of attending a banquet and system | |
| CN201282475Y (en) | Automatism control device for scheduling electric network | |
| CN102523358A (en) | Call center communication access system based on concentrated voice access NGN (Next Generation Network) soft switch network | |
| CN204190825U (en) | A kind of two business voice service systems based on equipment redundancy | |
| US20140140196A1 (en) | Method and systems for bidirectional outage bypass for a voice over internet private branch exchange | |
| CN201504271U (en) | Customer service system for power system | |
| CN108039994A (en) | Client service center's service system |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| CP03 | Change of name, title or address | ||
| CP03 | Change of name, title or address |
Address after: 100031 No. 86 West Chang'an Avenue, Beijing, Xicheng District Patentee after: STATE GRID CORPORATION OF CHINA Patentee after: ELECTRIC POWER RESEARCH INSTITUTE OF STATE GRID SHANDONG ELECTRIC POWER Co. Address before: 250002 Wang Yue Road, Ji'nan City, Shandong Province, No. 2000 Patentee before: State Grid Corporation of China Patentee before: ELECTRIC POWER RESEARCH INSTITUTE OF STATE GRID SHANDONG ELECTRIC POWER Co. |
|
| TR01 | Transfer of patent right | ||
| TR01 | Transfer of patent right |
Effective date of registration: 20210408 Address after: No. 150, Jinger Road, Daguanyuan, Shizhong District, Jinan City, Shandong Province Patentee after: Shandong Electric Power Marketing Center Patentee after: STATE GRID CORPORATION OF CHINA Patentee after: ELECTRIC POWER RESEARCH INSTITUTE OF STATE GRID SHANDONG ELECTRIC POWER Co. Address before: 100031 No. 86 West Chang'an Avenue, Beijing, Xicheng District Patentee before: STATE GRID CORPORATION OF CHINA Patentee before: ELECTRIC POWER RESEARCH INSTITUTE OF STATE GRID SHANDONG ELECTRIC POWER Co. |