CN105323393A - Call center realizing method and device - Google Patents

Call center realizing method and device Download PDF

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Publication number
CN105323393A
CN105323393A CN 201410441991 CN201410441991A CN105323393A CN 105323393 A CN105323393 A CN 105323393A CN 201410441991 CN201410441991 CN 201410441991 CN 201410441991 A CN201410441991 A CN 201410441991A CN 105323393 A CN105323393 A CN 105323393A
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call
center
virtual
realizing
method
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CN 201410441991
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陈欣
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中国移动通信集团江苏有限公司
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Abstract

The invention discloses a call center realizing method. The method comprises: establishing a plurality of virtual call centers in a call center system and forming N combinations through all of the virtual call centers, wherein N is a positive integer; and classifying combinations in which the ratios of all virtual call center resource concurrence use maximum values in each combination to the sum of each virtual call center resource use maximum value in each combination are minimum into a virtual call center pool. The invention further discloses a call center realizing device.

Description

-种呼叫中心的实现方法及装置 - implementation method and apparatus of the call center species

技术领域 FIELD

[0001] 本发明涉及通信技术,尤其涉及一种呼叫中必的实现方法及装置。 [0001] The present invention relates to communication technologies, in particular, to a method and apparatus necessary to achieve a call.

背景技术 Background technique

[0002] 随着通信技术的快速发展,呼叫中必成为一个热口行业,随着各行业建立呼叫中必需求的日益高涨,呼叫中必的建设也得到了快速发展;目前,外包呼叫中必的建设通常采取如下方案;营运商建设一套物理呼叫中必平台,在呼叫中必平台上划分多个虚拟呼叫中必;对于客户和消费者而言,各个虚拟呼叫中必场所的地理分布为多点式,采用的接入设备和技术手段为一地集中式接入,并在虚拟呼叫中必内统一分配来话;利用虚拟呼叫中必的送一特点,可W将多个不同的虚拟呼叫中必在同一套呼叫中必平台中实现;因此,无论客户服务代表位于何处,虚拟呼叫中必都能将来话转至拥有相应技能、可用的客户服务代表。 [0002] With the rapid development of communication technology, the call will become a hot port industry, with the establishment of the call will demand growing, the call will be the construction industry has also been rapid development; currently, the call will be outsourced construction usually takes the following programs; operators to construct a physical platform will call, the call will be divided into multiple virtual call will be on the platform; for customers and consumers, the geographical distribution of each virtual call will be places for multi-point, the access equipment and technical means employed is a centralized access to, and will be allocated in a unified virtual incoming call; Get features using the virtual call is necessary, W may be a plurality of different virtual the call will be in the same set of call will be the platform to achieve; therefore, whether a customer service representative is located, the virtual call, then the future will be able to go with the right skills, available customer service representative.

[0003] 呼叫中必系统的组成结构示意图,如图1所示,虚拟呼叫中必系统的呼叫平台用于对用户的呼叫请求进行统一的接入,并根据呼叫请求中的接入码等信息将该呼叫请求转发至对应的虚拟呼叫中必;该虚拟呼叫中必的计算机电话集成(Comp化terTelephony Integration,CTI)模块在该虚拟呼叫中必有相应可用的坐席时,将该呼叫请求转接到虚拟呼叫中必的可用坐席;该虚拟呼叫中必无相应的可用坐席时,将该呼叫进行排队处理。 [0003] In a structure diagram of the system will call, as shown in FIG virtual call system will call for internet access to a user's call request unified, and the information in the call request according to an access code, etc. the call request is forwarded to the corresponding virtual call shall; shall call when the virtual computer telephony integration (Comp of terTelephony integration, CTI) in the virtual station module must call the appropriate available, forwarding the call request virtual call agents will be used; when the virtual call will be no appropriate available agents, the call processing queue.

[0004] 在呼叫中必系统中存在多个虚拟呼叫中必时,一种呼叫中必资源分配方式是每个虚拟呼叫中必的资源参数,如;坐席数、互动式语音应答(InteractiveVoiceResponse, IVR)通道等,在虚拟中必建立时就已经设定,由于各个虚拟呼叫中必的业务高峰时间均有所差异,因此可能存在某个时间段某个虚拟呼叫中必无法呼入,而另一个虚拟呼叫中必资源空闲的情况,导致资源的浪费和排队等待的用户满意度下降;另一种呼叫中必的资源分配方式是预先分配较少的资源,在呼叫中必系统消耗到一定阔值时,如;资源消耗达到预设资源的75%,对呼叫中必的资源进行动态的增减;但是,动态分配呼叫中必的资源会引起呼叫中必系统资源的消耗,频繁的呼叫中必系统资源迁移也会引起呼叫中必系统不稳定。 [0004] in the presence of a plurality of virtual call shall a call resource allocation is necessary for each virtual call parameters necessary resources, as in the system will call; the number of seats, interactive voice response (InteractiveVoiceResponse, IVR ) channels, etc., when it will be built in virtual been set, since each virtual call will peak business hours were all different, so there may be a virtual call in a certain period of time will not be incoming, while the other shall call the virtual resource is free, the user satisfaction resulting in a waste of resources and queuing waiting decrease; another call resource allocation shall be pre-assigned fewer resources, the system will be consumed in the call to a certain value width when, as; resource consumption and 75% pre-resources, resources of the call will dynamically increase or decrease; however, the dynamic allocation of resources call will cause the call will consume system resources and frequent calls will system resource migration will cause system instability will call.

发明内容 SUMMARY

[0005] 有鉴于此,本发明实施例期望提供一种呼叫中必的实现方法及装置,能够优化呼叫中必系统资源配置,避免呼叫中必系统资源迁移引起的呼叫中必系统不稳定性。 [0005] In view of this, embodiments achieve desirable to provide a method and an apparatus must call, the call will be able to optimize system resources, the system will call the call to avoid the resource migration will be caused by the instability of the system of the present invention.

[0006] 本发明实施例的技术方案是送样实现的: [0006] The technical solutions of embodiments of the present invention is implemented to send samples:

[0007] 本发明实施例提供一种呼叫中必的实现方法,在呼叫中必系统上建立多个虚拟呼叫中必,将所有虚拟呼叫中必形成N个组合,N为正整数;将组合内所有虚拟呼叫中必的资源参数的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池。 [0007] The embodiments of the present invention provides a method of implementation shall call to create a plurality of virtual calls in the system call will be necessary, all the virtual call composition will form N, N being a positive integer; and the combination of each virtual call shall use resources within the maximum and concurrent combination of all the resources necessary parameters in the virtual call using the ratio of the sum of the maximum value of the minimum combined into one virtual call will pool.

[000引优选地,所述方法还包括;将未划分入虚拟呼叫中必池的虚拟呼叫中必形成M个组合,将各组合中所述比值最小的组合划分为一个虚拟呼叫中必池,直至最小比值大于第一阔值,M为正整数。 [000 cited Preferably, the method further comprises; a virtual call is not divided into the virtual call in the pool will be formed will be M combinations, each combination of the ratio between the smallest combined into one virtual call will pool, until the minimum width ratio is greater than a first value, M being a positive integer.

[0009] 优选地,所述将组合内所有虚拟呼叫中必的资源参数的并发使用最大值与组合内各虚拟呼叫中必占用的资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中心池,包括: [0009] Preferably, each of the virtual call in combination with the concurrent use of the maximum value of all the virtual call will be the combination of resource parameters necessary minimum resources occupied by the sum of the maximum ratio combination is divided into a virtual call Center pool, including:

[0010]统计每个虚拟呼叫中必的资源随时间的使用情况,用R表示,R=F(t), t为时间;计算每个组合内各虚拟呼叫中必资源的并发使用最大值,用Rm。 [0010] The statistics for each virtual call will resource usage over time, represented by R, R = F (t), t is the time; each virtual call concurrent use of resources within a maximum value will be calculated for each combination, with Rm. 、表示, , He said,

Figure CN105323393AD00051

,n为组合内虚拟呼叫中必的个数,i为正整数,ie[l,n];计算每个组合内的各虚拟呼叫中必资源使用最大值的总和,用Sm。 , N-number of the virtual call in the composition will, i is a positive integer, ie [l, n]; calculating each combination of each virtual call will use the sum of the maximum value of resources, with Sm. 、表示 Expressed

Figure CN105323393AD00052

计算Rm。 Computing Rm. 、 与Sm。 , And Sm. 、的比值,将比值最小的组合划分为一个虚拟呼叫中必池。 , The ratio of the ratio between the smallest combined into one virtual call will pool.

[0011] 优选地,所述方法还包括;配置预设虚拟呼叫中必池的资源量,使所述虚拟呼叫中必池内所有虚拟呼叫中必的资源的并发使用最大值与预设虚拟呼叫中必池的资源量的比值不大于第二阔值。 [0011] Preferably, the method further comprises; resource pool configuration will be preset in the virtual call, the call will virtual pool of all concurrent virtual call using a preset maximum value and a virtual resource will call the ratio of the amount of resources is not greater than a second pool will width value.

[0012] 优选地,在将所有虚拟呼叫中必划分为N个组合前,所述方法还包括;配置各个虚拟呼叫中必的资源量。 Before [0012] Preferably, all the virtual call will be divided into N combinations, the method further comprises; configure the amount of resources of each virtual call will.

[0013] 本发明实施例还提供一种呼叫中必的实现装置,所述装置包括:第一划分模块和第二划分模块;其中, [0013] Embodiments of the present invention further provides an apparatus for a call will realize, the apparatus comprising: a first module and a second partition dividing module; wherein,

[0014] 所述第一划分模块,用于根据排列组合将所有虚拟呼叫中必形成N个组合N为正整数; [0014] The first dividing module, according to all permutations and combinations will form a virtual call in a combination of N N is a positive integer;

[0015] 所述第二划分模块,用于将组合内所有虚拟呼叫中必的资源参数的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池。 [0015] The second dividing module, for each of the virtual call with the concurrent use of a combination of the maximum value of all the virtual call will be the combination of resource parameters necessary resource use ratio of the maximum value of the sum of the minimum combined into one virtual call will pool.

[0016] 优选地,所述第二划分模块,还用于将未划分入虚拟呼叫中必池的虚拟呼叫中必形成M个组合,将各组合中所述比值最小的组合划分为一个虚拟呼叫中必池,直至最小比值大于第一阔值,M为正整数。 [0016] Preferably, the second dividing module is further configured to divide the virtual call is not in the virtual call in the pool will be formed will be M combinations, each combination of the ratio between the smallest combined into one virtual call the pool must, until the minimum width ratio is greater than a first value, M being a positive integer.

[0017] 优选地,所述第一划分模块,具体用于统计每个虚拟呼叫中必的资源随时间的使用情况,用R表示,R=F(t),t为时间;计算每个组合内所有虚拟呼叫中必资源的并发使用最大值,用Rm。 [0017] Preferably, the first partition module is configured to count each virtual call will resource usage over time, represented by R, R = F (t), t is the time; calculated for each composition All virtual call will use resources within the maximum concurrent with Rm. 、表示, , He said,

Figure CN105323393AD00053

,n为组合内虚拟呼叫中必的个数,i为正整数,iE[1,n];计算每个组合内的各虚拟呼叫中必资源使用最大值的总和,用Sm。 , N-number of the virtual call in the composition will, i is a positive integer, iE [1, n]; calculating each combination of each virtual call will use the sum of the maximum value of resources, with Sm. 、表示, , He said,

Figure CN105323393AD00054

;计算Rm。 ; Computing Rm. 、与Sm。 , And Sm. 、的比值,将比值最小的组合划分为一个虚拟呼叫中必池。 , The ratio of the ratio between the smallest combined into one virtual call will pool.

[0018] 优选地,所述装置还包括;第一配置模块,具体用于配置预设虚拟呼叫中必池的资源量,使所述虚拟呼叫中必池内所有虚拟呼叫中必的资源的并发使用最大值与预设虚拟呼叫中必池的资源量的比值不大于第二阔值。 [0018] Preferably, the apparatus further comprises; a first configuration module is used to configure the predetermined amount of resources in the pool will virtual call, the call concurrent virtual pool will use all virtual resources will call the ratio of the maximum amount of resources with a predetermined virtual pool will not call a second width greater than the value.

[0019] 优选地,所述装置还包括;第二配置模块,用于配置各个虚拟呼叫中必的资源量。 [0019] Preferably, said apparatus further comprising; a second configuration module for configuring the amount of resources of each virtual call will.

[0020] 本发明实施例所提供的呼叫中必的实现方法及装置,在呼叫中必系统上建立多个虚拟呼叫中必,将所有虚拟呼叫中必形成N个组合;将组合内所有虚拟呼叫中必的资源参数的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池;所述虚拟呼叫中必共享其所划分的虚拟呼叫中必池的资源; 如此,通过虚拟呼叫中必共享其所划分的虚拟呼叫中必池的资源,能够优化资源配置,节约资源。 [0020] implemented method and apparatus provided in the embodiment a call will embodiment of the present invention, the plurality of virtual call will be established in the system will call, all the virtual call in the composition will form N; virtual call all the compositions the minimum ratio of each virtual call within the maximum concurrent use of a combination of resource parameters and the resources will be necessary in the maximum value of the sum is divided into a combination of a virtual pool will call; the virtual call which it will share virtual partitioned call resource will pool; so, by the virtual call will divide their shared virtual call will pool resources, to optimize the allocation of resources, the conservation of resources.

附图说明 BRIEF DESCRIPTION

[0021] 图1为呼叫中必系统的组成结构示意图; [0021] FIG. 1 is a structural diagram of the system will call;

[0022] 图2为本发明实施例呼叫中必的实现方法的基本处理流程示意图; [0022] Fig 2 a schematic embodiment of a call flow of basic processes in the implementation of the method of the present invention will be;

[0023] 图3为本发明实施例呼叫中必的实现方法的详细处理流程示意图; [0023] Example 3 a schematic process flow of call detailed implementation of the method of the present invention will be;

[0024] 图4为本发明实施例呼叫中必系统的资源管理模块划分虚拟呼叫中必池的处理流程TK意图; [0024] Figure 4 will call management resources of the system call processing module is divided virtual pool will flow TK embodiment of the present invention is intended;

[00巧]图5为本发明实施例各虚拟呼叫中必的资源随时间的使用情况示意图; [Qiao 00] FIG. 5 is a schematic usage over time according to each virtual call resources necessary embodiment of the invention;

[0026] 图6为本发明实施例虚拟呼叫中必池的划分结果示意图; [0026] FIG. 6 is a schematic division result in the call shall virtual pool embodiment of the present invention;

[0027] 图7为本发明实施例呼叫中必的实现装置的组成结构示意图。 [0027] Example 7 a structure diagram of the apparatus for implementing call shall present invention.

具体实施方式 detailed description

[0028] 本发明实施例中,在呼叫中必系统上建立多个虚拟呼叫中必,将所有虚拟呼叫中必形成N个组合;将组合内所有虚拟呼叫中必的资源参数的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池。 [0028] The embodiments of the present invention, a plurality of virtual call is established on the system will call shall, in all virtual call shall N combined form; concurrent virtual call using the maximum value of all the necessary combination of resource parameters the minimum ratio of each virtual call resources used in combination will be the sum of the maximum combined into one virtual call will pool.

[0029] 本发明实施例呼叫中必的实现方法的基本处理流程,如图2所示,包括W下步骤: [0029] W basic processing flow of the steps will be implemented in the call method of the present invention, shown in Figure 2, comprising:

[0030] 步骤101,将所有虚拟呼叫中必形成N个组合; [0030] Step 101, all the virtual call in the composition will form N;

[0031] 具体地,根据排列组合将所有虚拟呼叫中必此能构成N个组合,N为正整数。 [0031] In particular, according to all permutations and combinations of this virtual call will be able to constitute a combination of N, N being a positive integer.

[0032] 步骤102,将组合内所有虚拟呼叫中必的资源参数的并发使用最大值与组合内个虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池; [0032] Step 102, the virtual call all concurrent combination of resource parameters must be provided with the maximum value and the call must be a combination of virtual resources using a minimum sum of the maximum ratio combined into one virtual pool will call;

[0033] 具体地,呼叫中必系统的资源管理模块统计每个虚拟呼叫中必的资源随时间的使用情况,用R表示,R=F(t),t为时间;计算每个组合内各虚拟呼叫中必资源的并发使用最大值,用Rm。 [0033] Specifically, the system will call statistics for each virtual resource management module will call resource usage over time, represented by R, R = F (t), t is the time; calculation of each combination of concurrent use virtual call will be a maximum of resources, with Rm. 、表示, , He said,

Figure CN105323393AD00061

,n为组合内虚拟呼叫中必的个数,i为正整数, iE[1,n];计算每个组合内的各虚拟呼叫中必资源使用最大值的总和,用Sm。 , N-number of the virtual call in the composition will, i is a positive integer, iE [1, n]; calculating each combination of each virtual call will use the sum of the maximum value of resources, with Sm. 、表示;计算Rm。 It represents; calculating Rm. 、与Sm。 , And Sm. 、的比值,将比值最小的组合划分为一个虚拟呼叫中必池。 , The ratio of the ratio between the smallest combined into one virtual call will pool.

[0034] 在执行步骤102后,所述方法还包括: [0034] After step 102, the method further comprising:

[0035] 步骤103,对未划分入虚拟呼叫中必池的虚拟呼叫中必划分虚拟呼叫中必池,并配置各虚拟呼叫中必池的资源量; [0035] Step 103, a virtual call is not divided into the virtual pool will be divided into the virtual call will call will pool, and arranged in each virtual resource pool will call;

[0036] 具体的,呼叫中必系统的资源管理模块将未划分入虚拟呼叫中必池的虚拟呼叫中必形成M个组合,M为正整数,将各组合中所述比值最小的组合划分为一个虚拟呼叫中必池,直至最小比值大于第一阔值;在所述最小比值大于第一阔值时,资源节省有限,考虑管理的复杂度和呼叫中必管理系统的风险等因素,未划分入虚拟呼叫中必池的虚拟呼叫中必相互独立部署,不再划分为虚拟呼叫中必池。 [0036] Specifically, the system will call the resource management module is not divided into the virtual call in the virtual call in the pool will be formed will be a combination of M, M is a positive integer, each of the combination of the combination with the smallest ratio is divided into shall call a virtual pool, until the minimum width ratio is greater than a first value; when a first ratio is greater than the minimum width value, save the limited resources, consider the management complexity and risk factors will call management systems and the like, undivided virtual call into the virtual call will be in the pool will be deployed independently of each other, no longer divided into virtual call will pool. 配置预设虚拟呼叫中必池的资源量,使所述虚拟呼叫中必池内所有虚拟呼叫中必的资源的并发使用最大值与预设虚拟呼叫中必池的资源量的比值不大于第二阔值;所述虚拟呼叫中必池拥有虚拟呼叫中必的所有属性,且所述虚拟呼叫中必池的资源为其下属的各虚拟呼叫中必共享;通过一次配置虚拟呼叫中必池的资源参数值,避免由于频繁的呼叫中必系统资源迁移引起的呼叫中必系统不稳定; Arranged in a predetermined amount of resources necessary pool virtual call, said virtual preset maximum concurrent use of all virtual call resource will call the virtual pool will call ratio of the amount of resources in the pool will not greater than the second width value; call the virtual pool will have all the necessary attributes of the virtual call, the virtual call and the call will each virtual pool resource sharing will in its subordinate; configuration by one virtual resource pool will call parameters value, to avoid the call due to the frequent calls of system resources will cause the migration of the system will be unstable;

[0037] 送里,所述第一阔值和第二阔值均为75%,呼叫中必系统的资源管理模块统计每个虚拟呼叫中必的资源随时间的使用情况时,统计的周期由业务类型决定;所述资源为虚拟呼叫中必的各资源中权重最高的一种资源; [0037] sent, the value of the first width and the second width values ​​are 75%, the system will call statistics for each virtual resource management module will call when a resource usage over time, by a statistical period determines a service type; the weights of the resource for the virtual call resources in the highest weights will be a resource;

[0038] 资源的权重由当前呼叫中必资源竞争程度确定,并根据实际运行情况进行调整。 [0038] weight to resources determined by the level of the current call will be competition for resources, and adjusted according to actual operating conditions.

[0039] 在执行步骤101前,所述方法还包括;呼叫中必系统的资源管理模块在呼叫中必系统上建立多个虚拟呼叫中必,配置各个虚拟呼叫中必的资源量; [0039] In step 101 before the method further comprises; shall call system resource management module based on the plurality of virtual call system will call will configure the amount of resources of each virtual call shall;

[0040] 在呼叫中必系统上建立多个虚拟呼叫中必的操作仅需在第一次应用本发明呼叫中必的实现方法时执行; [0040] plurality of virtual call establishment will only operations performed in the first application of the invention will be implemented method calls on the system will call;

[0041] 其中,虚拟呼叫中必的资源参数包括;呼入/呼出电信线路数、数据库处理能力、 并发响应链接数、数据库存储空间、前置机链接数、自动语音通道、人工坐席W及其它存在竞争关系的资源类型。 [0041] wherein the virtual resource will call parameters comprises; incoming / outgoing telecommunication line number, the processing capacity of the database, in response to the number of links concurrently, database storage space, number of links FEP, automated voice channel, and other artificial agents W the existence of competing resource type.

[0042] 本发明实施例中将每个虚拟呼叫中必的资源随时间的使用情况作为一个影响因素来划分虚拟呼叫中必池,便于对呼叫中必系统的资源智能调配,避免由于被动的资源分配调整引起的切换风险,提高呼叫中必系统的资源利用率;如:电话营销和客户服务是两种不同类型的典型的呼叫中必应用,电话营销一般应用在非上班时间,在空闲时间进行外呼;客户服务一般在工作日达到业务高峰;两者在服务时段、服务类型方面存在互补性,也存在错峰操作的可能性;应用本发明实施例所述呼叫中必的实现方法,可W将电话营销和客户服务划分为一个虚拟呼叫中必池,虚拟呼叫中必池的资源同时支撑电话营销和客户服务两个互补性的虚拟呼叫中必的运行,使资源的利用率得到大幅度提高;同时,可W在不同时间段预先为每个虚拟呼叫中必预留适当的资源,避 Each virtual call resources in the embodiment will embodiment [0042] of the present invention over the use of time as a factor necessary to divide the pool in the virtual call, to facilitate the deployment of intelligent call resources of the system will, avoid passive resources switching risk allocation adjustment caused the system to improve call necessary resource utilization; such as: telemarketing and customer service are typically two different types of call will apply, telemarketing generally used in non-working hours, in free time outbound; customer service generally reached peak business days; both are present in complementary service period, the types of services, there is a possibility that peak shifting operation; application Example embodiments of the present invention, the call will be implemented method, may be W telemarketing and customer service will be divided into one virtual call will pool, virtual resource pool will call at the same time support telemarketing and customer service two complementary virtual call will run in the utilization of resources has been greatly improved; the same time, must be reserved in advance W appropriate resources to each virtual call at different times, to avoid 因业务高峰来临而触发的资源重配置。 Resources due to the advent of peak business triggered reconfiguration.

[0043] 本发明实施例呼叫中必的实现方法的详细处理流程,如图3所示,包括W下步骤: [0043] W will call the procedure of Example implemented method embodiments of the present invention, a detailed process flow, shown in Figure 3, comprising:

[0044] 步骤201,在呼叫中必系统上建立多个虚拟呼叫中必; [0044] Step 201, establishing a plurality of virtual calls in the call will be necessary system;

[0045] 送里,在呼叫中必系统上建立虚拟呼叫中必A、虚拟呼叫中必B、虚拟呼叫中必C、 虚拟呼叫中必D、虚拟呼叫中必E。 [0045] sent, the call will be established in the system will call the virtual A, B will be the virtual call, the virtual call will C, D will be the virtual call, the call will virtual E.

[0046] 步骤202,配置各个虚拟呼叫中必的资源量; [0046] Step 202, arranged in each virtual resource will call;

[0047] 具体地,根据客户需求配置各个虚拟呼叫中必的资源量; [0047] Specifically, the configuration according to the customer in the amount of resources of each virtual call will need;

[0048] 其中,所述虚拟呼叫中必的资源参数包括;呼入/呼出电信线路数、数据库处理能力、并发响应链接数、数据库存储空间、前置机链接数、自动语音通道、人工坐席W及其它存在竞争关系的资源类型。 [0048] wherein, the virtual call will include a resource parameters; incoming / outgoing telecommunication line number, the processing capacity of the database, in response to the number of links concurrently, database storage space, number of links FEP, automated voice channel, manual position W and the presence of other competing resource type.

[0049] 步骤203,将所有虚拟呼叫中必形成N个组合,N为正整数; [0049] Step 203, all the virtual call in the composition will form N, N being a positive integer;

[0050] 具体地,根据排列组合将虚拟呼叫中必A、B、C、D、E划分为如下组合: [0050] In particular, the composition according to the arrangement of the virtual call shall A, B, C, D, E divided into the following composition:

[0051] AB,AC,AD,AE,BC,抓,BE,CD,CE,ABC,ABD,ABE,ACD,ACE,BCD,BCE,BDE,CDE, ABCD,ABCE,ABDE,ACDE,BCDE,ABCDE。 [0051] AB, AC, AD, AE, BC, grasping, BE, CD, CE, ABC, ABD, ABE, ACD, ACE, BCD, BCE, BDE, CDE, ABCD, ABCE, ABDE, ACDE, BCDE, ABCDE .

[0052] 步骤204,将组合内所有虚拟呼叫中必的资源的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池; [0052] Step 204, the virtual call all concurrent combination provided with the necessary resources combination of the maximum value and the virtual call resources necessary minimum ratio of the sum of the maximum combined into one virtual pool will call;

[0053] 具体地,本发明实施例呼叫中必系统的资源管理模块划分虚拟呼叫中必池,如图4 所示,包括W下步骤: [0053] Specifically, the resource management module will call partitioning system embodiment of the present invention will call the virtual pool, 4, W comprising the steps of:

[0054] 步骤a,统计每个虚拟呼叫中必的资源随时间的使用情况; [0054] Step a, call statistics for each virtual resource usage will over time;

[00巧]送里,用R=F(t)表示每个虚拟呼叫中必的资源随时间的使用情况,t为时间;本发明实施例中虚拟呼叫中必A、虚拟呼叫中必B、虚拟呼叫中必C、虚拟呼叫中必D、虚拟呼叫中必E的资源随时间的使用情况如图5所示,每个虚拟呼叫中必的资源随时间的使用情况统计的周期由业务类型决定,所述资源为虚拟呼叫中必的资源参数中权重最高的一种资源。 [Qiao 00] in the feed, with R = F (t) will be represented in each virtual call resource usage over time, t is the time; embodiment of the virtual call will be A, B will call the virtual present invention, virtual call will C, D will be the virtual call, virtual call shall E FIG resource usage over time. 5, each virtual call will resource usage over a period of time determined by the statistics service type the resource is a resource in the virtual weight parameter shall call a resource highest weight.

[0056] 步骤b,计算每个组合内所有虚拟呼叫中必资源的并发使用最大值; [0056] Step b, complicated calculation necessary resources in all virtual calls in each combination of the maximum value;

[0057] 送里,每个组合内所有虚拟呼叫中必资源的并发使用最大值用Rm。 [0057] sending, the combination of all virtual calls within each concurrent use of resources will be maximum with Rm. ,表示, , He said,

Figure CN105323393AD00081

n为组合内虚拟呼叫中必的个数,i为正整数,iE[1,n]; n is the number of virtual call will be within the combination, i is a positive integer, iE [1, n];

[0058] 步骤C,计算每个组合内的各虚拟呼叫中必资源使用最大值的总和; [0058] Procedure C, is calculated in each combination of each virtual call will use the sum of the maximum value of resources;

[0059] 送里,每个组合内的所有虚拟呼叫中必占用的资源总和用Sm。 [0059] to send, the sum of all the resources within each virtual call will occupy combination with Sm. ,表示, , He said,

Figure CN105323393AD00082

n为组和内虚拟呼叫中必的个数,i为正整数,iE[1,n]。 n virtual call number and the group is necessary, i is a positive integer, iE [1, n].

[0060] 步骤山计算各个组合的Rm。 Rm respective combinations [0060] Step Hill calculated. ,与Sm。 , And Sm. ,的比值,将比值最小的组合划分为一个虚拟呼叫中必池; , The ratio of the ratio between the smallest combined into one virtual pool will call;

[006。 [006. 送里,Rm。 Send in, Rm. ,与Smgx的比值用V表示;本发明实施例中,各虚拟呼叫中必组合中Rm。 , Represented by the ratio V Smgx; embodiment of the present invention, each of the virtual call in the combination will Rm. ,、Sm。 ,, Sm. 、、V=IC/Sm。 ,, V = IC / Sm. 、的示意表,如表1所示: , Schematic form, as shown in Table 1:

[0062] [0062]

Figure CN105323393AD00083

[0063] 表I [0063] TABLE I

[0064] 本发明实施例中计算得到Vab最小,将AB划分为第一虚拟呼叫中必池;所述虚拟呼叫中必池拥有虚拟呼叫中必的所有属性,且所述虚拟呼叫中必池的资源为其下属的各虚拟呼叫中必共享。 [0064] Example Vab calculated in the minimum, will be divided into a first virtual call AB in the embodiment of the present invention will pool; pool will have all the attributes of the virtual call in the virtual will call and the call will virtual pool each virtual call will be resources for its subsidiary's share.

[0065] 步骤205,配置预设虚拟呼叫中必池的资源量; [0065] Step 205, arranged in a predetermined amount of resources necessary pool virtual call;

[0066] 具体地,使所述虚拟呼叫中必池内所有虚拟呼叫中必的资源的并发使用最大值与预设虚拟呼叫中必池的资源量的比值不大于75%。 [0066] Specifically, the virtual pool will call all virtual calls concurrently using the preset maximum value and a virtual resource will call ratio of the amount of resources in the pool will be not more than 75%.

[0067] 步骤206,将未划分入虚拟呼叫中必池的虚拟呼叫中必形成M个组合,M为正整数将各组合中Rm。 [0067] Step 206, the virtual call is not divided into the virtual call in the pool will be formed will be a combination of M, M is a positive integer each combination Rm. 、与Sm。 , And Sm. ,的比值最小的虚拟呼叫中必组合划分为一个虚拟呼叫中必池,并配置所述虚拟呼叫中必池的资源量; , The minimum ratio of Virtual call composition will be divided into a virtual pool will call and set the amount of the virtual resource pool will call;

[006引送里,将CD划分为第二虚拟呼叫中必池;在Rmgx与Smgx的最小比值大于75 %时停止划分虚拟呼叫中必池;本发明实施例虚拟呼叫中必池的划分结果示意图,如图6所示。 [006 directing the years, the CD is divided into a second virtual cell will call; Rmgx stopped at the minimum ratio is greater than 75% is divided Smgx virtual pool will call; virtual call schematic embodiment of the division result of the present invention will pool ,As shown in Figure 6.

[0069] 为实现上述呼叫中必的实现方法,本发明实施例还提供一种呼叫中必的实现装置,所述装置的组成结构如图7所示,包括;第一划分模块11和第二划分模块12;其中, [0069] To achieve the above-described realization method will call, the embodiment of the present invention further provides a composition structure of a device for implementing the necessary call, the device shown in Figure 7, comprising; first partition 11 and the second module partitioning module 12; wherein,

[0070] 所述第一划分模块11,用于根据排列组合将所有虚拟呼叫中必形成N个组合,N为正整数; [0070] The first division module 11, according to all permutations and combinations will form a virtual call in a combination of N, N being a positive integer;

[0071] 所述第二划分模块12,将组合内所有虚拟呼叫中必的资源参数的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池。 Ratio [0071] The second module 12 is divided, each virtual call using the maximum value and the concurrent combination of all the virtual call will be the combination of resource parameters using the maximum value of the sum of the resources necessary minimum combined into one virtual the call will pool.

[0072] 优选地,所述第二划分模块12,还用于将未划分入虚拟呼叫中必池的虚拟呼叫中必形成M个组合,将各组合中所述比值最小的组合划分为一个虚拟呼叫中必池,直至最小比值大于第一阔值,M为正整数。 [0072] Preferably, the second partition module 12, for further dividing the virtual call is not in the virtual call in the pool will be formed will be M combinations, each combination of the ratio between the smallest combined into one virtual call will pool, until the minimum width ratio is greater than a first value, M being a positive integer.

[0073] 优选地,所述第一划分模块11,具体用于统计每个虚拟呼叫中必的资源随时间的使用情况,用R表示,R=F(t),t为时间; [0073] Preferably, the first division module 11, specifically for each virtual call resource statistics will use over time, represented by R, R = F (t), t is the time;

[0074] 计算每个组合内所有虚拟呼叫中必资源的并发使用最大值,用Rm。 [0074] The concurrent use of computing resources necessary maximum all virtual calls in each combination, with Rm. 、表示, , He said,

Figure CN105323393AD00091

n为组合内虚拟呼叫中必的个数,i为正整数,iE[1,n]; n is the number of virtual call will be within the combination, i is a positive integer, iE [1, n];

[007引计算每个组合内的各虚拟呼叫中必占用的资源总化用Sm。 [A total of 007 primer with Sm computing resources of each virtual call within each combination will occupy. ,表示, , He said,

Figure CN105323393AD00092

[007引计算Rmgx与Smgx的比值,将比值最小的组合划分为一个虚拟呼叫中必池。 [007 primer ratio calculation Rmgx Smgx, the ratio of the minimum combined into one virtual call will pool.

[0077] 优选地,所述装置还包括;第一配置模块13,具体用于配置预设虚拟呼叫中必池的资源量,使所述虚拟呼叫中必池内所有虚拟呼叫中必的资源的并发使用最大值与预设虚拟呼叫中必池的资源量的比值不大于第二阔值。 [0077] Preferably, the apparatus further comprises; a first configuration module 13, configured specifically for a preset amount of resources in virtual call will pool, the pool of all the virtual call will be necessary in the virtual call resource concurrent using a maximum value and a predetermined amount of resources in a virtual pool will call ratio is not greater than the second width value.

[0078] 优选地,所述装置还包括;第二配置模块14,用于配置各个虚拟呼叫中必的资源量。 [0078] Preferably, said apparatus further comprising; a second configuration module 14 to configure the amount of resources of each virtual call will.

[0079] 其中,所述第一阔值和第二阔值均为75%。 [0079] wherein the first value and the second wide width values ​​are 75%.

[0080]需要说明的是,在实际应用中,所述第一划分模块11、第二划分模块12、第一配置模块13和第二配置模块14的功能可由虚拟呼叫中必系统的中央处理器(CPU)、或微处理器(MPU)、或数字信号处理器值SP)、或可编程口阵列(FPGA)实现。 [0080] Note that, in practical applications, the first division module 11, a second division module 12, functional module 13 is a first configuration and a second configuration module 14 may be a virtual central processor system will call (CPU), or a microprocessor (MPU), a digital signal processor, or values ​​SP), or a programmable port array (FPGA) implementation.

[0081] W上所述仅为本发明的较佳实施例而已,并非用于限定本发明的保护范围。 The [0081] W is only the preferred embodiments of the present invention but are not intended to limit the scope of the present invention.

Claims (10)

  1. 1. 一种呼叫中必的实现方法,其特征在于,在呼叫中必系统上建立多个虚拟呼叫中必, 所述方法还包括: 将所有虚拟呼叫中必形成N个组合,N为正整数; 将组合内所有虚拟呼叫中必的资源的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池。 CLAIMS 1. A method implemented in the call shall, characterized in that the call will be established in the system will call the plurality of virtual, the method further comprising: the virtual call will all combinations form N, N being a positive integer ; each virtual call shall use resources within the maximum and concurrent combination of all the virtual call resource combination will use the sum of the maximum value of the ratio of the minimum combined into one virtual call will pool.
  2. 2. 根据权利要求1所述呼叫中必的实现方法,其特征在于,所述方法还包括: 将未划分入虚拟呼叫中必池的虚拟呼叫中必形成Μ个组合,将各组合中所述比值最小的组合划分为一个虚拟呼叫中必池,直至最小比值大于第一阔值,Μ为正整数。 1, 2. The call will be implemented method according to claim, characterized in that, said method further comprising: the virtual call is not divided into the virtual call in the pool will be formed will Μ combinations, each combination of the the composition ratio of the minimum divided into a virtual call will pool, until the minimum width ratio is greater than a first value, [mu] is a positive integer.
  3. 3. 根据权利要求1所述呼叫中必的实现方法,其特征在于,所述将组合内所有虚拟呼叫中必的资源的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池,包括: 统计每个虚拟呼叫中必的资源随时间的使用情况,用R表示,R=F(t),t为时间; 计算每个组合内所有虚拟呼叫中必资源的并发使用最大值,用Rm。 1 according to the call must be implemented method as claimed in claim, wherein each of the virtual call in combination with the concurrent use of the maximum value of all the virtual call will combination of resource use will be the sum of the maximum resource the ratio between the smallest combined into one virtual call will pool, comprising: a statistical call will each virtual resource usage over time, represented by R, R = F (t), t is the time; calculated for each composition All virtual call will use resources within the maximum concurrent with Rm. 、表示, , He said,
    Figure CN105323393AC00021
    η为组合内虚拟呼叫中必的个数,i为正整数,iE[1,η]; 计算每个组合内的各虚拟呼叫中必资源使用最大值的总和,用Sm。 [Eta] is the number of the virtual call in the composition will, i is a positive integer, iE [1, η]; calculated for each combination of each of the virtual call will be the sum of the maximum use of resources, with Sm. 、表示, , He said,
    Figure CN105323393AC00022
    计算Rm。 Computing Rm. 、与Sm。 , And Sm. 、的比值,将比值最小的组合划分为一个虚拟呼叫中必池。 , The ratio of the ratio between the smallest combined into one virtual call will pool.
  4. 4. 根据权利要求1所述呼叫中必的实现方法,其特征在于,所述方法还包括: 配置预设虚拟呼叫中必池的资源量,使所述虚拟呼叫中必池内所有虚拟呼叫中必的资源的并发使用最大值与预设虚拟呼叫中必池的资源量的比值不大于第二阔值。 The implementation of the call will be claimed in claim 1, wherein said method further comprises: the amount of resource pool configuration will default virtual call, the call will virtual pool of all virtual call shall concurrent use of resources and a preset maximum amount of resources the virtual call in the ratio is not greater than a second pool will width value.
  5. 5. 根据权利要求1所述呼叫中必的实现方法,其特征在于,在将所有虚拟呼叫中必划分为N个组合前,所述方法还包括: 配置各个虚拟呼叫中必的资源量。 1 according to the call must be implemented method as claimed in claim, wherein, before all the necessary virtual call into N combinations, the method further comprising: configuring the amount of resources of each virtual call will.
  6. 6. -种呼叫中必的实现装置,其特征在于,所述装置包括;第一划分模块和第二划分模块;其中, 所述第一划分模块,用于根据排列组合将所有虚拟呼叫中必形成N个组合,N为正整数; 所述第二划分模块,用于将组合内所有虚拟呼叫中必的资源的并发使用最大值与组合内各虚拟呼叫中必资源使用最大值的总和的比值最小的组合划分为一个虚拟呼叫中必池。 6 - will be implemented in the kind of call means, wherein, said means comprising; a first module and a second partition dividing module; wherein the first dividing module, according to all permutations and combinations of the virtual call shall combinations form N, N being a positive integer; the second dividing module, for each of the virtual call with the concurrent use of a combination of the maximum value of all the combinations necessary virtual call resources in the resource will use a ratio of the sum of the maximum the minimum combined into one virtual call will pool.
  7. 7. 根据权利要求6所述呼叫中必的实现装置,其特征在于,所述第二划分模块,还用于将未划分入虚拟呼叫中必池的虚拟呼叫中必形成Μ个组合,将各组合中所述比值最小的组合划分为一个虚拟呼叫中必池,直至最小比值大于第一阔值,Μ为正整数。 6 according to the apparatus for implementing call will claim, wherein said second dividing module is further configured to divide the virtual call is not in the virtual call in the pool will be formed will Μ combinations, each the combination ratio between the smallest combined into one virtual call will pool, until the minimum width ratio is greater than a first value, [mu] is a positive integer.
  8. 8. 根据权利要求6所述呼叫中必的实现装置,其特征在于,所述第一划分模块,具体用于统计每个虚拟呼叫中必的资源随时间的使用情况,用R表示,R=F(t),t为时间; 计算每个组合内所有虚拟呼叫中必资源的并发使用最大值,用Rm。 8. A device for implementing the call will according to claim 6, characterized in that said first dividing module, configured to count each virtual call will resource usage over time, represented by R, R = F (t), t is the time; the maximum concurrent use of all resources in the virtual call will be calculated for each combination of the use Rm. 、表示, , He said,
    Figure CN105323393AC00031
    η为组合内虚拟呼叫中必的个数,i为正整数,iE[1,η]; 计算每个组合内的各虚拟呼叫中必资源使用最大值的总和,用Smax表示, [eta] is the number of the virtual call in the composition will, i is a positive integer, iE [1, η]; calculated for each virtual call in the use of resources in each combination will be the sum of the maximum value, denoted by Smax of,
    Figure CN105323393AC00032
    计算Rm。 Computing Rm. 、与Sm。 , And Sm. 、的比值,将比值最小的组合划分为一个虚拟呼叫中必池。 , The ratio of the ratio between the smallest combined into one virtual call will pool.
  9. 9. 根据权利要求6所述呼叫中必的实现装置,其特征在于,所述装置还包括;第一配置模块,具体用于配置预设虚拟呼叫中必池的资源量,使所述虚拟呼叫中必池内所有虚拟呼叫中必的资源的并发使用最大值与预设虚拟呼叫中必池的资源量的比值不大于第二阔值。 9. The apparatus for implementing the call will according to claim 6, characterized in that said apparatus further comprises; a first configuration module is used to configure the predetermined amount of resources in the pool will virtual call, the virtual call concurrency will pool all the necessary resources in the virtual call using a preset maximum value and the virtual call in the ratio of the amount of resources is not greater than a second pool will width value.
  10. 10. 根据权利要求6所述呼叫中必的实现装置,其特征在于,所述装置还包括;第二配置模块,用于配置各个虚拟呼叫中必的资源量。 10. The claims shall apparatus for implementing the call 6, characterized in that said apparatus further comprises; a second configuring module, the amount of resources of each virtual call will.
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