CN104639774A - Queuing machine management method and device - Google Patents
Queuing machine management method and device Download PDFInfo
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- CN104639774A CN104639774A CN201310561950.7A CN201310561950A CN104639774A CN 104639774 A CN104639774 A CN 104639774A CN 201310561950 A CN201310561950 A CN 201310561950A CN 104639774 A CN104639774 A CN 104639774A
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- 238000000034 method Methods 0.000 claims abstract description 12
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Abstract
The invention discloses a queuing machine management method. The method includes when call-in business and/or call-out business are received, according to enterprise identities carried by the business, determining idle queuing machine resources with the enterprise identities, and utilizing the queuing machine resources to transmit the business. In addition, the invention further discloses a queuing machine management device. By the method and the device, mutual independence of the queuing machine resources among enterprises can be realized, and obstruction of business of all enterprises served by the queuing machines when a queuing machine resource module is upgraded or in a failure can be avoided.
Description
Technical Field
The invention relates to a queuing machine management technology for a call center, in particular to a queuing machine management method and a queuing machine management device.
Background
The call center may serve incoming, outgoing, etc. traffic for one or more enterprises. Generally, a call center includes a queuing machine system (abbreviated as queuing machine) and a Computer Telephony Integration (CTI) platform; the queuing machine is used for distributing queuing machine resources such as a call relay, a recording channel, a playback channel, a Text To Speech (TTS) channel, an Automatic Speech Recognition (ASR) channel and the like for different services; the CTI platform determines which business the business belongs to according to the information of the Virtual Device Network (VDN) of the business, and determines whether the business needs to access to an Interactive Voice Response (IVR) system of the business or to an artificial seat, etc. Wherein the VDN information comprises: the access code of the enterprise, the telephone operator number, the team and skill queue of the telephone operator.
When the call center only serves one enterprise, the queuing machine provides all queuing machine resources to the enterprise, and the enterprise service is not influenced by occupation of the queuing machine resources by other enterprises. When the call center serves a plurality of enterprises and services are accessed or initiated, the services among the enterprises can be guaranteed not to be influenced by VDN information of different enterprises on the CTI platform. The queuing machine resources provided by the queuing machine are commonly used by a plurality of enterprises, so that mutual independence of the queuing machine resources among the enterprises cannot be realized, and further, when a resource module of the queuing machine carries out system upgrade or a certain resource module of the queuing machine breaks down, the business of all enterprise objects served by the queuing machine is blocked.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method and an apparatus for managing a queuing machine, which can implement mutual independence of queuing machine resources among enterprises, and avoid that, when a queuing machine resource module is upgraded or fails, the business of all enterprise objects served by the queuing machine is hindered.
In order to achieve the above purpose, the technical solution of the embodiment of the present invention is realized as follows:
the embodiment of the invention provides a queuing machine management method, which comprises the following steps:
when receiving an incoming call service and/or an outgoing call service, determining idle queuing machine resources with enterprise identifications according to the enterprise identifications carried by the service, and transmitting the service by using the idle queuing machine resources.
In the above scheme, the method further comprises:
configuring corresponding queuing machine resources for different enterprises, and establishing a corresponding relation between the enterprises and the queuing machine resources configured for the enterprises.
In the foregoing solution, the determining an idle queuing machine resource having the enterprise identifier, and transmitting the service by using the queuing machine resource includes:
searching queuing machine resources distributed to the enterprises with the enterprise identifications in the corresponding relation; determining whether idle queuing machine resources exist in the queuing machine resources distributed for the enterprise; and if yes, transmitting the service by using the idle queuing machine resource.
In the above scheme, the method further comprises:
and when determining that no idle queuing machine resource exists in the queuing machine resources distributed for the enterprise, forbidding the transmission of the service.
In the above scheme, the queuing machine resource includes at least one of: call relay, recording channel, playback channel, text-to-speech (TTS) channel, and Automatic Speech Recognition (ASR) channel.
The embodiment of the invention also provides a queuing machine management device, which comprises:
a receiving unit for receiving an incoming call service and/or an outgoing call service;
a determining unit, configured to determine, according to an enterprise identifier carried by the service, an idle queuing machine resource having the enterprise identifier;
and the transmission unit is used for transmitting the service by utilizing the idle queuing machine resource.
In the above scheme, the apparatus further comprises: and the configuration unit is used for configuring corresponding queuing machine resources for different enterprises and establishing the corresponding relation between the enterprises and the queuing machine resources configured for the enterprises.
In the above scheme, the determining unit is configured to search, in the correspondence, queuing machine resources allocated to the enterprise having the enterprise identifier; determining whether idle queuing machine resources exist in the queuing machine resources distributed for the enterprise; and when the determination is yes, triggering the transmission unit.
In the above scheme, the apparatus further comprises: a prohibition unit;
the determining unit is further configured to trigger the prohibiting unit when determining that there is no idle queuing machine resource in the queuing machine resources allocated to the enterprise;
the prohibiting unit is further configured to prohibit the transmission unit from transmitting the service.
In the above scheme, the queuing machine resource includes at least one of: call relay, recording channel, playback channel, text-to-speech (TTS) channel, and Automatic Speech Recognition (ASR) channel.
According to the queuing machine management method and device provided by the embodiment of the invention, when the queuing machine receives an incoming call service and/or an outgoing call service, the idle queuing machine resource with the enterprise identifier is determined according to the enterprise identifier carried by the service, and the service is transmitted by utilizing the queuing machine resource. By utilizing the technical scheme of the embodiment of the invention, the independence of queuing machine resources among enterprises is realized; meanwhile, when the resource module of the queuing machine is upgraded or a certain resource module of the queuing machine breaks down, the service of all enterprise objects served by the queuing machine is prevented from being blocked.
Drawings
FIG. 1 is a schematic diagram of a call center;
FIG. 2 is a schematic flow chart of an implementation of a queuing machine management method according to an embodiment of the present invention;
fig. 3 is a schematic flow chart of implementing call center incoming service according to an embodiment of the present invention;
fig. 4 is a schematic flow chart illustrating an implementation of a call center outgoing service according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of a queuing machine management apparatus according to an embodiment of the present invention.
Detailed Description
The queuing machine management method provided by the embodiment of the invention comprises the following steps:
configuring corresponding queuing machine resources for different enterprises, and establishing a corresponding relation between the enterprises and the queuing machine resources configured for the enterprises;
as shown in table 1, when the number n =3 of the enterprise objects served by the queuing machine, taking the recording channel as an example, the recording channel number 1 may be allocated to enterprise 1, the recording channel number 2 may be allocated to enterprise 2, and the recording channel number 3 may be allocated to enterprise 3.
The allocation method shown in table 1 is only a specific example, and the correspondence relationship of the actual arrangement is not limited to this correspondence relationship. For example, record channel No. 1 may be allocated to enterprise 2, record channel No. 2 may be allocated to enterprise 1, and record channel No. 3 may be allocated to enterprise 3; the recording channel No. 1 can be distributed to the enterprise 1 and the enterprise 2; only allocating the recording channel 2 to the enterprise 2; record channel No. 3 is assigned to business 2 and business 3, and so on.
TABLE 1
| Queuing machine resource | Enterprise 1 | Enterprise 2 | …… | Enterprise n |
| Recording channel | No. 1 recording channel | No. 2 recording channel | …… | n number recording channel |
| Playback channel | No. 1 playback channel | No. 2 playback channel | …… | n number playing channel |
| TTS channel | TTS channel No. 1 | TTS channel No. 2 | …… | TTS channel n |
| ASR channel | TTS channel No. 1 | TTS channel No. 2 | …… | TTS channel n |
| Call relaying | Relay route 1 | Relay route 2 | …… | Relay route n |
Here, the configured corresponding relationship may be configured when the queuing machine system is initialized, or may be flexibly changed according to the actual application situation.
As shown in fig. 2, the method includes:
step 21: and when the queuing machine receives an incoming call service and/or an outgoing call service, determining idle queuing machine resources with the enterprise identifications according to the enterprise identifications carried by the service.
Step 22; and transmitting the service by using the queuing machine resource.
Here, since each enterprise has an access code different from those of other enterprises, for example, the access code of the mobile operator service station is 10086, and the access code of the unicom operator service station is 10010, the enterprise id may be specifically the access code of the enterprise.
When the queuing machine receives an incoming call service, such as an access code of an enterprise 1 dialed by a client A, according to the access code of the enterprise 1, queuing machine resources such as a call relay, a recording channel, a playback channel, a TTS channel, an ASR channel and the like distributed for the enterprise 1 are searched in the corresponding relation; determining whether the queuing machine resources distributed for the enterprise 1 have idle resources, and transmitting the incoming service of the client A to the CTI platform by using the idle queuing machine resources when determining that the idle queuing machine resources exist; and when no idle queuing machine resource exists, forbidding to transmit the incoming service to the CTI platform in a mode of hanging up the incoming service.
When the CTI platform receives the outgoing service of the client A dialed by the enterprise 1, the CTI platform transmits the outgoing service to the queuing machine; the calling service carries a calling number and a called number of the service; when the queuing machine is based on the calling number of the service, namely the access code of the enterprise A, the queuing machine searches the queuing machine resources such as call relay, recording channel, playback channel, TTS channel, ASR channel and the like distributed for the enterprise 1 in the corresponding relation; determining whether the queuing machine resources distributed for the enterprise 1 have idle resources, and transmitting the outgoing service of the enterprise 1 to the client A by using the idle queuing machine resources when determining that the idle queuing machine resources exist; and when no idle queuing machine resource exists, forbidding to transmit the outgoing service to the client A in a mode of hanging up the outgoing service.
Fig. 3 is a schematic flow chart of implementing call center incoming service according to an embodiment of the present invention; as shown in fig. 3, this example specifically includes the following steps:
step 301: a telephone operator of the enterprise 1 logs in a CTI platform of the enterprise 1;
here, on the login interface of the enterprise 1 service desk, the operator inputs his job number and password, and after the job number and password are verified, the operator successfully logs in the call center of the enterprise 1 to wait for the access of the client.
Step 302: the queuing machine receives the incoming service of the client A;
here, customer a dials the access code for enterprise 1 and the queuing machine receives the incoming service.
Step 303: in the corresponding relation, searching queuing machine resources distributed for the enterprise 1;
specifically, according to the access code information of the enterprise 1, the queuing machine resource allocated to the enterprise 1 is searched in the corresponding relation between the configured queuing machine resource and different enterprises; determining whether the queuing machine resources distributed for the enterprise 1 have idle resources; when determining that there is a free queuing machine resource, executing step 304; otherwise, go to step 308;
step 304: the queuing machine transmits the incoming traffic of client a to the CTI platform using the free queuing machine resources, and proceeds to step 305.
Step 305: the CTI platform determines whether the customer A accesses to the IVR system or an artificial seat;
specifically, the CTI platform determines whether the customer A needs to access to an IVR system of the enterprise 1 or a human seat by identifying the selection of the customer A on a key of the mobile terminal according to the access code information of the enterprise 1; when determining that the customer A needs to access to the manual seat, executing step 306; otherwise, customer a is served by the IVR system.
Here, when receiving the incoming service of the client a, the call center prompts the client a to manually service according to "0"; press "1" for automatic voice service, etc., to prompt customer a whether to select manual service or automatic voice service.
Step 306: whether the CTI platform can find an idle seat or not;
here, according to the busy and idle state of the skill queue and the telephone traffic priority policy, the CTI platform searches for an idle seat in the seats of the enterprise 1, and when the idle seat is found, step 307 is executed; otherwise, the step is continuously executed, and a voice prompt of 'busy seat please later' is played to remind the client A.
Step 307: the operator of the idle seat accepts the incoming service of the client a, and the current processing flow is finished.
Step 308: the queuing machine suspends the incoming traffic.
Fig. 4 is a schematic flow chart illustrating an implementation of a call center outgoing service according to an embodiment of the present invention; as shown in fig. 4, this example specifically includes the following steps:
step 401: a telephone operator of the enterprise 1 logs in a CTI platform of the enterprise 1;
here, on the login interface of the enterprise 1 service desk, the operator inputs his job number and password, and after the authentication of the job number and password is passed, the operator successfully logs in the call center of the enterprise 1.
Step 402: the CTI platform receives the outgoing service;
here, operator 1 of enterprise 1 dials the contact number of customer a and the CTI platform receives the outgoing traffic of the enterprise.
Step 403: and the CTI platform sends the outgoing service to a queuing machine.
Step 404: searching queuing machine resources distributed for the enterprise 1, and determining whether the queuing machine resources distributed for the enterprise 1 have idle resources;
specifically, the queuing machine searches for queuing machine resources allocated to enterprise 1 in the corresponding relationship according to the calling number of the calling service, namely the access code of enterprise a; determining whether the queuing machine resources distributed for the enterprise 1 have idle queuing machine resources; when determining that there is a free queuing machine resource, executing step 405; otherwise, go to step 407;
step 405: according to the routing strategy and the called number of the calling service, the queuing machine sends the calling service to the exchange corresponding to the called number; the outgoing traffic is transmitted by the exchange to the network where the mobile terminal of client a is located.
Here, the routing policy is preset, and if the queuing machine interfaces 2 switching offices, the routing policy records: the exchange corresponding to the calling service with the called number beginning at 0 is the exchange 1; the exchange corresponding to the call service with the non-0 head as the called number is the exchange 2.
Step 406: client a connects to enterprise 1 for the call and the operator talks to client a.
Step 407: the queuing machine hangs up the outgoing service.
Therefore, by configuring the corresponding relation between the queuing machine resources and different enterprises, each enterprise can have the own queuing machine resources, and the independence of the queuing machine resources among the enterprises is realized; meanwhile, when the resource module of the queuing machine is upgraded or a certain resource module of the queuing machine breaks down, the enterprise using the resource module which breaks down can be configured to the normal resource module by modifying the corresponding relation, thereby avoiding the business of the enterprise from being blocked and effectively realizing the smooth upgrade and the successful cutting-off of the system.
Based on the queuing machine management method, an embodiment of the present invention further discloses a queuing machine management apparatus, as shown in fig. 5, the apparatus includes: a receiving unit 51, a determining unit 52, and a transmitting unit 53; wherein,
the receiving unit 51 is configured to receive an incoming call service and/or an outgoing call service;
the determining unit 52 is configured to determine, according to the enterprise identifier carried by the service, an idle queuing machine resource having the enterprise identifier;
and the transmission unit 53 is configured to transmit the service by using the idle queuing machine resource.
The enterprise identifier may specifically be an access code of an enterprise.
Further, the apparatus further comprises: a configuration unit 54, a prohibition unit 55;
the configuration unit 54 is configured to configure corresponding queuing machine resources for different enterprises, and establish a corresponding relationship between an enterprise and the queuing machine resources configured for the enterprise.
Here, the correspondence relationship refers to the description in the foregoing method, and is not described herein again.
Specifically, when the receiving unit 51 receives an incoming call service, such as an access code of enterprise 1 dialed by client a, the incoming call service is sent to the determining unit 52; the determining unit 52 searches queuing machine resources such as a call relay, a recording channel, a playback channel, a TTS channel, an ASR channel, and the like allocated to the enterprise 1 in the corresponding relationship configured by the configuration unit 54 according to the called number carried by the incoming call service, that is, the access code of the enterprise 1; determining whether there is an idle queuing machine resource in the queuing machine resources allocated to the enterprise 1, and triggering the transmission unit 53 when it is determined that there is an idle queuing machine resource; the transmission unit 53 transmits the incoming service to the CTI platform by using the idle queuing machine resource; when the determining unit 52 determines that there is no idle queuing machine resource, the prohibiting unit 55 is triggered; the prohibiting unit 55 hangs up the incoming service so that the transmitting unit 53 cannot transmit the incoming service to the CTI platform.
When the CTI platform receives the outgoing service that the operator of the enterprise 1 dials the customer a, the CTI platform transmits the outgoing service to the receiving unit 51; the calling service carries a calling number and a called number of the service; the receiving unit 51 transmits the outgoing traffic to the determining unit 52; the determining unit 52 searches for queuing machine resources such as call relay, recording channel, playback channel, TTS channel, ASR channel, etc. allocated to the enterprise 1 in the corresponding relationship configured by the configuration unit 54 according to the calling number of the outgoing call service, i.e. the access code of the enterprise a; determining whether idle queuing machine resources exist in the queuing machine resources allocated to the enterprise 1, and triggering the transmission unit 53 when the idle queuing machine resources exist; the transmission unit 53 transmits the outgoing service to the client a by using the free queuing machine resource; when the determining unit 52 determines that there is no free queuing machine resource, the prohibiting unit 55 is triggered; the prohibiting unit 55 suspends the outgoing service so that the transmitting unit 53 cannot transmit the outgoing service to the client a.
It should be noted that, in the above description of the method and apparatus, the processing of the incoming service or the outgoing service by the CTI platform is the prior art, and for a specific processing procedure, reference is made to the related description, which is not described herein again.
The above description is only a preferred embodiment of the present invention, and is not intended to limit the scope of the present invention.
Claims (10)
1. A method for queuing machine management, the method comprising:
when receiving an incoming call service and/or an outgoing call service, determining idle queuing machine resources with enterprise identifications according to the enterprise identifications carried by the service, and transmitting the service by using the idle queuing machine resources.
2. The queuing machine management method of claim 1, further comprising:
configuring corresponding queuing machine resources for different enterprises, and establishing a corresponding relation between the enterprises and the queuing machine resources configured for the enterprises.
3. The queuing machine management method according to claim 2, wherein the determining a free queuing machine resource with the enterprise identification and using the queuing machine resource to transmit the traffic comprises:
searching queuing machine resources distributed to the enterprises with the enterprise identifications in the corresponding relation; determining whether idle queuing machine resources exist in the queuing machine resources distributed for the enterprise; and if yes, transmitting the service by using the idle queuing machine resource.
4. A queuing machine management method as claimed in claim 3 further comprising:
and when determining that no idle queuing machine resource exists in the queuing machine resources distributed for the enterprise, forbidding the transmission of the service.
5. A queuing machine management method according to any of claims 1 to 4 wherein the queuing machine resources comprise at least one of: call relay, recording channel, playback channel, text-to-speech (TTS) channel, and Automatic Speech Recognition (ASR) channel.
6. A queuing machine management apparatus, the apparatus comprising:
a receiving unit for receiving an incoming call service and/or an outgoing call service;
a determining unit, configured to determine, according to an enterprise identifier carried by the service, an idle queuing machine resource having the enterprise identifier;
and the transmission unit is used for transmitting the service by utilizing the idle queuing machine resource.
7. A queuing machine management apparatus as claimed in claim 6 further comprising: and the configuration unit is used for configuring corresponding queuing machine resources for different enterprises and establishing the corresponding relation between the enterprises and the queuing machine resources configured for the enterprises.
8. The queuing machine management apparatus according to claim 7, wherein the determining unit is configured to find, in the correspondence, queuing machine resources allocated to the enterprise having the enterprise identifier; determining whether idle queuing machine resources exist in the queuing machine resources distributed for the enterprise; and when the determination is yes, triggering the transmission unit.
9. A queuing machine management apparatus as claimed in claim 8 further comprising: a prohibition unit;
the determining unit is further configured to trigger the prohibiting unit when determining that there is no idle queuing machine resource in the queuing machine resources allocated to the enterprise;
the prohibiting unit is further configured to prohibit the transmission unit from transmitting the service.
10. A queuing machine management apparatus as claimed in any of claims 6 to 9 wherein the queuing machine resources comprise at least one of: call relay, recording channel, playback channel, text-to-speech (TTS) channel, and Automatic Speech Recognition (ASR) channel.
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106331394A (en) * | 2016-10-19 | 2017-01-11 | 上海携程商务有限公司 | Voice outbound system and outbound method |
| CN110661922A (en) * | 2018-06-29 | 2020-01-07 | 中国移动通信有限公司研究院 | Call control method, network device and system |
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| CN101197881A (en) * | 2006-12-05 | 2008-06-11 | 中兴通讯股份有限公司 | Wide area central control call centre system |
| CN103037114A (en) * | 2011-10-08 | 2013-04-10 | 中国移动通信集团江苏有限公司 | Method and system for calling interior wiring inserting numbers |
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2013
- 2013-11-12 CN CN201310561950.7A patent/CN104639774A/en active Pending
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| Publication number | Priority date | Publication date | Assignee | Title |
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| EP1035718A1 (en) * | 1999-03-08 | 2000-09-13 | Lucent Technologies Inc. | Method and system for enterprise service balancing |
| CN101197881A (en) * | 2006-12-05 | 2008-06-11 | 中兴通讯股份有限公司 | Wide area central control call centre system |
| CN103037114A (en) * | 2011-10-08 | 2013-04-10 | 中国移动通信集团江苏有限公司 | Method and system for calling interior wiring inserting numbers |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN106331394A (en) * | 2016-10-19 | 2017-01-11 | 上海携程商务有限公司 | Voice outbound system and outbound method |
| CN110661922A (en) * | 2018-06-29 | 2020-01-07 | 中国移动通信有限公司研究院 | Call control method, network device and system |
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