CN105323393B - Implemented method and apparatus for call center species - Google Patents

Implemented method and apparatus for call center species Download PDF

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CN105323393B
CN105323393B CN201410441991.7A CN201410441991A CN105323393B CN 105323393 B CN105323393 B CN 105323393B CN 201410441991 A CN201410441991 A CN 201410441991A CN 105323393 B CN105323393 B CN 105323393B
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call center
virtual call
virtual
resources
pool
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CN105323393A (en
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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

本发明公开了种呼叫中心的实现方法,在呼叫中心系统上建立多个虚拟呼叫中心,将各虚拟呼叫中心形成N个组合,N为正整数;将组合内所有虚拟呼叫中心的资源的并发使用最大值与组合内各虚拟呼叫中心资源使用最大值的总和的比值最小的组合划分为个虚拟呼叫中心池。 The present invention discloses a method for implementing call center types, establishing a plurality of virtual call center in the call center system, each virtual call center is formed in combination of N, N being a positive integer; all virtual resources within the call center using a combination of concurrent smallest maximum value using the maximum value of the ratio of the respective resource combination within the virtual call center is divided into the sum of the combined pool of virtual call centers. 本发明还同时公开了种呼叫中心的实现装置。 The present invention also discloses a device for implementing call center species.

Description

一种呼叫中心的实现方法及装置 Implemented method and apparatus for call centers

技术领域 FIELD

[0001] 本发明涉及通信技术,尤其涉及一种呼叫中心的实现方法及装置。 [0001] The present invention relates to communication technologies, and particularly to achieve a method and an apparatus for a call center.

背景技术 Background technique

[0002] 随着通信技术的快速发展,呼叫中心成为一个热门行业,随着各行业建立呼叫中心需求的日益高涨,呼叫中心的建设也得到了快速发展;目前,外包呼叫中心的建设通常采取如下方案:营运商建设一套物理呼叫中心平台,在呼叫中心平台上划分多个虚拟呼叫中心;对于客户和消费者而言,各个虚拟呼叫中心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,并在虚拟呼叫中心内统一分配来话;利用虚拟呼叫中心的这一特点,可以将多个不同的虚拟呼叫中心在同一套呼叫中心平台中实现;因此,无论客户服务代表位于何处,虚拟呼叫中心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, call centers become a hot industry, with the industry to establish a call center needs of growing and building the call center has also been rapid development; currently, the construction of outsourced call centers usually take the following program: operators to construct a physical call center platform, divided into multiple virtual call center on the call center platform; for customers and consumers, the geographical distribution of each virtual call center locations for multi-point, the use of access equipment and the technical means for a centralized access, and uniform distribution within a virtual incoming call center; virtual call center using this feature, a plurality of different virtual call center may be implemented in the same set of call center platform; thus , regardless of the customer service representative is located, the virtual call center can then go to the future with the right skills, available customer service representative.

[0003] 呼叫中心系统的组成结构示意图,如图1所示,虚拟呼叫中心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心;该虚拟呼叫中心的计算机电话集成(Comptuter Telephony Integration,CTI)模块在该虚拟呼叫中心有相应可用的坐席时,将该呼叫请求转接到虚拟呼叫中心的可用坐席;该虚拟呼叫中心无相应的可用坐席时,将该呼叫进行排队处理。 [0003] The structural diagram of a call center system, shown in Figure 1, a virtual call center system call internet access for the user of the call request unified, based on information in the call request, etc. The access code forwarding the call request to the corresponding virtual call center; virtual call center when the computer telephony integration (Comptuter telephony integration, CTI) module has a respective seating available in the virtual call center, the call request is forwarded to the available virtual call center agent; no corresponding virtual call center agents available, the call processing queue.

[0004] 在呼叫中心系统中存在多个虚拟呼叫中心时,一种呼叫中心资源分配方式是每个虚拟呼叫中心的资源参数,如:坐席数、互动式语音应答(Interactive Voice Response, IVR)通道等,在虚拟中心建立时就已经设定,由于各个虚拟呼叫中心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心无法呼入,而另一个虚拟呼叫中心资源空闲的情况,导致资源的浪费和排队等待的用户满意度下降;另一种呼叫中心的资源分配方式是预先分配较少的资源,在呼叫中心系统消耗到一定阈值时,如:资源消耗达到预设资源的75%,对呼叫中心的资源进行动态的增减;但是,动态分配呼叫中心的资源会引起呼叫中心系统资源的消耗,频繁的呼叫中心系统资源迀移也会引起呼叫中心系统不稳定。 [0004] When there are multiple virtual call center system in the call center, a call center resource is a resource allocation parameter for each virtual call center, such as: the number of seats, interactive voice response (Interactive Voice Response, IVR) channel etc., in the virtual center has been established to set, due to the rush hour traffic of each virtual call center were all different, so there may be a virtual call center a certain period of time can not be incoming, while another virtual call center resources idle case, user satisfaction resulting in waste of resources and queuing waiting decreases; resource allocation another call center are pre-assigned fewer resources consumed in the call center system to a certain threshold, such as: resource consumption reaches a preset 75% of the resources, call center resources dynamically increase or decrease; however, dynamic resource allocation call center call center system can cause depletion of resources, frequent call center system resources Gan shift call center can also cause system instability.

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心的实现方法及装置,能够优化呼叫中心系统资源配置,避免呼叫中心系统资源迀移引起的呼叫中心系统不稳定性。 [0005] In view of this, embodiments achieve desirable to provide a method and apparatus for call centers, call center system to optimize the allocation of resources, the call center call center system to avoid system resource Gan shift caused by the instability of the present invention.

[0006] 本发明实施例的技术方案是这样实现的: [0006] The technical solution of the embodiment of the present invention is implemented as follows:

[0007] 本发明实施例提供一种呼叫中心的实现方法,在呼叫中心系统上建立多个虚拟呼叫中心,将所有虚拟呼叫中心形成N个组合,N为正整数;将组合内所有虚拟呼叫中心的资源参数的并发使用最大值与组合内各虚拟呼叫中心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。 [0007] Example embodiments provide a method for implementing a call center of the present invention, call center system based on a plurality of virtual call centers, all virtual call center is formed in combination of N, N being a positive integer; and the combination of all the virtual call center minimum division ratio combining using the maximum value using the maximum concurrent resource parameters within each virtual call center is a sum of the combined resources of virtual call center pool.

[0008] 优选地,所述方法还包括:将未划分入虚拟呼叫中心池的虚拟呼叫中心形成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心池,直至最小比值大于第一阈值,M为正整数。 [0008] Preferably, the method further comprising: a virtual call center is not divided into pools of virtual call center is formed of M combinations, each combination of the combination with the smallest ratio of a virtual call center is divided into pools, until the minimum ratio greater than a first threshold value, M being a positive integer.

[0009] 优选地,所述将组合内所有虚拟呼叫中心的资源参数的并发使用最大值与组合内各虚拟呼叫中心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: Ratio [0009] Preferably, each of the virtual call center using the maximum concurrent combination of resource parameters and all virtual call center resources occupied by the combination of the maximum value of the sum of the minimum combination of a virtual call center is divided into pools ,include:

[0010] 统计每个虚拟呼叫中心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心资源的并发使用最大值,用Rmax表示 [0010] Each virtual call center resource statistics over time of usage, represented by R, R = F (t), t is the time; calculated for each combination of each virtual call center resources using the maximum concurrent with Rmax show

Figure CN105323393BD00051

为组合内虚拟呼叫中心的个数,i为正整数,ie [1,η];计算每个组合内的各虚拟呼叫中心资源使用最大值的总和,用Smax表示, Is the number of combinations of the virtual call center, i is a positive integer, ie [1, η]; calculated for each combination of the respective virtual call center resources using the maximum sum, represented by Smax of,

Figure CN105323393BD00052

计算Rmax与Smax的比值,将比值最小的组合划分为一个虚拟呼叫中心池。 Smax ratio Rmax is calculated, and the ratio between the smallest combined into one pool of virtual call centers.

[0011] 优选地,所述方法还包括:配置预设虚拟呼叫中心池的资源量,使所述虚拟呼叫中心池内所有虚拟呼叫中心的资源的并发使用最大值与预设虚拟呼叫中心池的资源量的比值不大于第二阈值。 [0011] Preferably, the method further comprising: configuring a virtual call center pool preset amount of resources, so that a preset maximum value and a concurrent use of the virtual resource pool of all virtual call center call center call center virtual resource pool the amount ratio is not greater than the second threshold value.

[0012] 优选地,在将所有虚拟呼叫中心划分为N个组合前,所述方法还包括:配置各个虚拟呼叫中心的资源量。 [0012] Preferably, prior to all virtual call center is divided into N combinations, the method further comprises: resource allocation amount of the respective virtual call center.

[0013] 本发明实施例还提供一种呼叫中心的实现装置,所述装置包括:第一划分模块和第二划分模块;其中, Embodiment [0013] The present invention further provides an apparatus to realize the call center, 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心形成N个组合N为正整数; [0014] The first dividing module, according to all permutations and combinations of the N virtual call center is formed composition 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心的资源参数的并发使用最大值与组合内各虚拟呼叫中心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。 [0015] The second dividing module, for each of the virtual call center within the maximum concurrent use of a combination of resource parameters and all virtual call center in the maximum ratio combination of the resource use combined sum of the minimum divided into a virtual call Center 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心池的虚拟呼叫中心形成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心池,直至最小比值大于第一阈值,M为正整数。 [0016] Preferably, the second dividing module is further configured into a virtual call center will not pool divided virtual call center is formed of M combinations, each combination of the combination with the smallest ratio of a virtual call center is divided into pools , until the minimum ratio is greater than a first threshold 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心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心资源的并发使用最大值,用Rmax表示: [0017] Preferably, the first partition module is resource statistics for each virtual call center depending on usage time, represented by R, R = F (t), t is the time; calculating each composition concurrent use the maximum of all virtual call center resources, with Rmax said:

Figure CN105323393BD00053

为组合内虚拟呼叫中心的个数,i为正整数,ie [1, η];计算每个组合内的各虚拟呼叫中心资源使用最大值的总和,用Smax表示, Is the number of combinations of the virtual call center, i is a positive integer, ie [1, η]; calculated for each combination of the respective virtual call center resources using the maximum sum, represented by Smax of,

Figure CN105323393BD00054

计算1^与&^的比值,将比值最小的组合划分为一个虚拟呼叫中心池。 And computing a ^ & amp; ^ ratio, the ratio between the smallest combined into one pool of virtual call centers.

[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心池的资源量,使所述虚拟呼叫中心池内所有虚拟呼叫中心的资源的并发使用最大值与预设虚拟呼叫中心池的资源量的比值不大于第二阈值。 [0018] Preferably, said apparatus further comprising: a first configuration module is used to configure the virtual call center pool preset amount of resources, so that the maximum concurrent use of the virtual call center resources pool of all the virtual call center default virtual call center resources pool ratio is not greater than a second threshold 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心的资源量。 [0019] Preferably, said apparatus further comprising: a second configuring module, used to configure resources of each virtual call center.

[0020] 本发明实施例所提供的呼叫中心的实现方法及装置,在呼叫中心系统上建立多个虚拟呼叫中心,将所有虚拟呼叫中心形成N个组合;将组合内所有虚拟呼叫中心的资源参数的并发使用最大值与组合内各虚拟呼叫中心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;所述虚拟呼叫中心共享其所划分的虚拟呼叫中心池的资源;如此,通过虚拟呼叫中心共享其所划分的虚拟呼叫中心池的资源,能够优化资源配置,节约资源。 [0020] The implementation method and apparatus provided in a call center according to the embodiment of the present invention, establish a plurality of virtual call center system in the call center, all the virtual call center N combined form; all virtual call center in combined resource parameter the concurrent use of the maximum value and the composition of each virtual call center resources using the maximum value of the ratio of the sum of the minimum combined into one pool of virtual call center; the virtual call center virtual call center shared resource pool in which it is divided; so, share divided by its virtual call center call center virtual pool of resources to optimize the allocation of resources, the conservation of resources.

附图说明 BRIEF DESCRIPTION

[0021] 图1为呼叫中心系统的组成结构示意图; [0021] FIG. 1 is a structural diagram of a call center system;

[0022] 图2为本发明实施例呼叫中心的实现方法的基本处理流程示意图; [0022] FIG. 2 is a schematic process flow of a basic implementation according to the present embodiment of the invention a call center;

[0023] 图3为本发明实施例呼叫中心的实现方法的详细处理流程示意图; [0023] FIG. 3 is a schematic detailed processing flow implemented method according to embodiment of the invention a call center;

[0024] 图4为本发明实施例呼叫中心系统的资源管理模块划分虚拟呼叫中心池的处理流程不意图; [0024] Figure 4 a call center system resource management module division virtual call center processing flow cell embodiment of the present invention is not intended;

[0025] 图5为本发明实施例各虚拟呼叫中心的资源随时间的使用情况示意图; [0025] FIG. 5 is a schematic time depending on usage of the resources of each virtual call center according to embodiments of the present invention;

[0026] 图6为本发明实施例虚拟呼叫中心池的划分结果示意图; [0026] FIG. 6 is a schematic diagram of a virtual call center cell division result embodiment of the present invention;

[0027] 图7为本发明实施例呼叫中心的实现装置的组成结构示意图。 [0027] FIG. 7 is a structure diagram of apparatus for implementing embodiments of the embodiment of the invention a call center.

具体实施方式 Detailed ways

[0028] 本发明实施例中,在呼叫中心系统上建立多个虚拟呼叫中心,将所有虚拟呼叫中心形成N个组合;将组合内所有虚拟呼叫中心的资源参数的并发使用最大值与组合内各虚拟呼叫中心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。 [0028] The embodiments of the present invention, establish a plurality of virtual call center system in the call center, all the virtual call center N combined form; the maximum value and the concurrent use of combined resources of all the parameters of the virtual call center combination of minimum division ratio combining virtual call center resources used for the sum of the maximum value of a virtual call center pool.

[0029] 本发明实施例呼叫中心的实现方法的基本处理流程,如图2所示,包括以下步骤: [0029] The basic processing flow of the call center implemented method embodiments of the present invention embodiment, shown in Figure 2, comprising the steps of:

[0030] 步骤101,将所有虚拟呼叫中心形成N个组合; [0030] Step 101, virtual call center is formed all the N combined;

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

[0032] 步骤102,将组合内所有虚拟呼叫中心的资源参数的并发使用最大值与组合内个虚拟呼叫中心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; Minimum division ratio combining [0032] Step 102, the resource parameters of all concurrent virtual call center in combination with the maximum combination of virtual call center resources used for the sum of the maximum value of a pool of virtual call center;

[0033] 具体地,呼叫中心系统的资源管理模块统计每个虚拟呼叫中心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心资源的并发使用最大值,用Rmax表示, [0033] Specifically, the call center system resource management module statistics for each virtual call center resource usage over time, represented by R, R = F (t), t is the time; calculated for each combination of each virtual call concurrent center resources using the maximum value, expressed as Rmax,

Figure CN105323393BD00061

为组合内虚拟呼叫中心的个数,i为正整数,ie [1, η];计算每个组合内的各虚拟呼叫中心资源使用最大值的总和,用Smax表示;计算1^£«与3111£« 的比值,将比值最小的组合划分为一个虚拟呼叫中心池。 Is the number of combinations of the virtual call center, i is a positive integer, ie [1, η]; calculated for each combination of the respective virtual call center resources using the maximum sum, represented by Smax of; calculating 1 ^ £ «and 3111 £ «ratio, the ratio between the smallest combined into one pool of virtual call centers.

[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心池的虚拟呼叫中心划分虚拟呼叫中心池,并配置各虚拟呼叫中心池的资源量; [0035] In step 103, virtual call center is not divided into pools of virtual call center pool divided virtual call center, and the arrangement of the virtual call center resources pool amount;

[0036] 具体的,呼叫中心系统的资源管理模块将未划分入虚拟呼叫中心池的虚拟呼叫中心形成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心池, 直至最小比值大于第一阈值;在所述最小比值大于第一阈值时,资源节省有限,考虑管理的复杂度和呼叫中心管理系统的风险等因素,未划分入虚拟呼叫中心池的虚拟呼叫中心相互独立部署,不再划分为虚拟呼叫中心池。 [0036] Specifically, the call center system resource management module is not divided into pools of virtual call centers virtual call center is formed in combination of M, M is a positive integer, each of the combination of the ratio between the smallest combined into one virtual call central pool, until the minimum ratio is greater than a first threshold value; when the ratio is greater than a first minimum threshold, save the limited resources, complexity and risk considerations call center management system for managing the like, into the virtual pool of virtual call centers undivided call centers deploy independently of each other, no longer divided into virtual call center pool. 配置预设虚拟呼叫中心池的资源量,使所述虚拟呼叫中心池内所有虚拟呼叫中心的资源的并发使用最大值与预设虚拟呼叫中心池的资源量的比值不大于第二阈值;所述虚拟呼叫中心池拥有虚拟呼叫中心的所有属性,且所述虚拟呼叫中心池的资源为其下属的各虚拟呼叫中心共享;通过一次配置虚拟呼叫中心池的资源参数值,避免由于频繁的呼叫中心系统资源迀移引起的呼叫中心系统不稳定; Configuration default virtual call center resources pool amount, so concurrent use of the virtual call center resources pool of all virtual call center with a preset maximum value of the ratio of the virtual call center resources pool amount is not greater than a second threshold value; the virtual pool call center has all the attributes of a virtual call center, the call center and the virtual pool resources for their respective subordinate shared virtual call center; virtual call center arranged by one pool resource parameter values, to avoid the frequent call center system resources Gan shift caused by call center system instability;

[0037] 这里,所述第一阈值和第二阈值均为75%,呼叫中心系统的资源管理模块统计每个虚拟呼叫中心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心的各资源中权重最尚的一种资源; [0037] Here, the first threshold and the second threshold are both 75%, the call center system resource management module statistics for each virtual call center resources when usage over time, the period is determined by the statistics service type; the each resource described in the right resources for the virtual call center is still a resource of most heavy;

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

[0039] 在执行步骤101前,所述方法还包括:呼叫中心系统的资源管理模块在呼叫中心系统上建立多个虚拟呼叫中心,配置各个虚拟呼叫中心的资源量; [0039] In step 101 before the method further comprising: the call center system to create multiple resource management module in the virtual call center call center system, the amount of the allocation of resources of each virtual call center;

[0040] 在呼叫中心系统上建立多个虚拟呼叫中心的操作仅需在第一次应用本发明呼叫中心的实现方法时执行; [0040] plurality of virtual call centers established on the call center system operation performed when only the first call center application implements the method of the present invention;

[0041] 其中,虚拟呼叫中心的资源参数包括: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、人工坐席以及其它存在竞争关系的资源类型。 [0041] wherein the parameters of the virtual call center resources comprising: an incoming / outgoing telecommunications 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 compete resource type relationships.

[0042] 本发明实施例中将每个虚拟呼叫中心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心池,便于对呼叫中心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,提高呼叫中心系统的资源利用率;如:电话营销和客户服务是两种不同类型的典型的呼叫中心应用,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心的实现方法,可以将电话营销和客户服务划分为一个虚拟呼叫中心池,虚拟呼叫中心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心的运行,使资源的利用率得到大幅度提高;同时,可以在不同时间段预先为每个虚拟呼叫中心预留适当的资源,避 [0042] The embodiment of the present invention, each virtual resource will embodiment call centers usage over time as a factor to divide the pool of virtual call centers, facilitates intelligent call center system resource allocation, resource allocation avoid passive adjustment caused switching risk, improve resource utilization call center system; such as: telemarketing and customer service call center applications are typically two different types of telemarketing generally used in non-working hours, out-of-call in my spare time; customer service in general reached peak business days; both are present in complementary service period, the types of services, there is a possibility that peak shifting operation; implemented method embodiments described in the call center applications of the present invention may be telemarketing and customer service divided into a pool of virtual call center, virtual call center pool resources at the same time support the operation of telemarketing and customer service are two complementary virtual call center, so that resource utilization has been greatly improved; the same time, can advance at different time periods set aside adequate resources for each virtual call center, 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心的实现方法的详细处理流程,如图3所示,包括以下步骤: [0043] The detailed processing flow implemented method according to the present embodiment of the invention, the call center, as shown in FIG. 3, comprising the steps of:

[0044] 步骤201,在呼叫中心系统上建立多个虚拟呼叫中心; [0044] Step 201, establishing a plurality of virtual call center system in the call center;

[0045] 这里,在呼叫中心系统上建立虚拟呼叫中心A、虚拟呼叫中心B、虚拟呼叫中心C、虚拟呼叫中心D、虚拟呼叫中心E。 [0045] Here, in the establishment of a virtual call center A call center system, virtual call center B, virtual call center C, D virtual call center, virtual call center E.

[0046] 步骤202,配置各个虚拟呼叫中心的资源量; [0046] Step 202, the amount of the allocation of resources of each virtual call center;

[0047] 具体地,根据客户需求配置各个虚拟呼叫中心的资源量; [0047] Specifically, the amount of resources configured according to customer needs of each virtual call center;

[0048] 其中,所述虚拟呼叫中心的资源参数包括: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、人工坐席以及其它存在竞争关系的资源类型。 [0048] wherein, the virtual call center resource parameter 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, as well as other manual position the existence of competing resource type.

[0049] 步骤203,将所有虚拟呼叫中心形成N个组合,N为正整数; [0049] Step 203, the virtual call center is formed all combinations of N, N being a positive integer;

[0050] 具体地,根据排列组合将虚拟呼叫中心六、8、(:、0^划分为如下组合: [0050] Specifically, according to the permutations and combinations to six virtual call center, 8, (0 ^ :, divided into the following composition:

Figure CN105323393BD00071

[0052]步骤204,将组合内所有虚拟呼叫中心的资源的并发使用最大值与组合内各虚拟呼叫中心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; [0052] Step 204, the concurrent resource all virtual call center in combined use of the virtual call center resources used in combination with the maximum sum of the maximum value of the ratio of the minimum combined into one pool of virtual call center;

[0053] 具体地,本发明实施例呼叫中心系统的资源管理模块划分虚拟呼叫中心池,如图4 所示,包括以下步骤: [0053] Specifically, the resource management module embodiment of the call center system embodiment of the present invention pool divided virtual call center, FIG. 4, comprising the steps of:

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

[0055] 这里,用R = F⑴表示每个虚拟呼叫中心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心A、虚拟呼叫中心B、虚拟呼叫中心C、虚拟呼叫中心D、虚拟呼叫中心E的资源随时间的使用情况如图5所示,每个虚拟呼叫中心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心的资源参数中权重最高的一种资源。 [0055] Here, the resource represented by R = F⑴ each virtual call center over the use of time, t is time; Example A virtual call center of the present embodiment of the invention, virtual call center B, C virtual call center, virtual call center D, E virtual call center resource usage over time in FIG. 5 shown, each virtual call center resource usage over a period of time by the statistics service type determined, the parameters of the virtual resource is a resource in the call center the highest weight of a resource.

[0056] 步骤b,计算每个组合内所有虚拟呼叫中心资源的并发使用最大值; [0056] Step b, is calculated using the maximum of all concurrent virtual call center resources within each combination;

[0057] 这里,每个组合内所有虚拟呼叫中心资源的并发使用最大值用Rmax表示, [0057] Here, the concurrent use of all the resources within the virtual call center with Rmax represents the maximum value of each combination,

Figure CN105323393BD00081

为组合内虚拟呼叫中心的个数,i为正整数,ie [l,n]; Virtual call center is a combination of the number, i is a positive integer, ie [l, n];

[0058] 步骤c,计算每个组合内的各虚拟呼叫中心资源使用最大值的总和; [0058] Step c, is calculated for each virtual call center resources in each combination of the maximum value of the sum;

[0059] 这里,每个组合内的所有虚拟呼叫中心占用的资源总和用Smax表示, [0059] Here, the sum of all the resources within each virtual call center is represented by a combination of Smax of occupancy,

Figure CN105323393BD00082

为组和内虚拟呼叫中心的个数,i为正整数,ie [l,n]。 Is the number of groups and the virtual call center, i is a positive integer, ie [l, n].

[0060] 步骤d,计算各个组合的Rmax与Smax的比值,将比值最小的组合划分为一个虚拟呼叫中心池; [0060] Step d, Rmax respective combination ratio calculating Smax, the ratio between the smallest combined into one pool of virtual call center;

[0061] 这里,Rmax与Smax的比值用V表示;本发明实施例中,各虚拟呼叫中心组合中Rmax、 [0061] Here, the ratio of Rmax of the Smax is represented by V; embodiment of the present invention, each of the virtual call center Rmax of combinations,

Figure CN105323393BD00083

的示意表,如表1所示: It is a schematic table, as shown in Table 1:

[0062] [0062]

Figure CN105323393BD00084

[0063] 表1 [0063] TABLE 1

[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心池;所述虚拟呼叫中心池拥有虚拟呼叫中心的所有属性,且所述虚拟呼叫中心池的资源为其下属的各虚拟呼叫中心共享。 [0064] Example embodiments of the present invention, the minimum Vab calculated in the AB divided into a first pool of virtual call center; the pool of virtual call center has all the attributes of the virtual call centers, call center and the virtual pool resources for its subordinate virtual call center of each share.

[0065] 步骤205,配置预设虚拟呼叫中心池的资源量; [0065] Step 205, virtual call center arranged preset amount of resources pool;

[0066] 具体地,使所述虚拟呼叫中心池内所有虚拟呼叫中心的资源的并发使用最大值与预设虚拟呼叫中心池的资源量的比值不大于75%。 [0066] Specifically, the concurrent use of the virtual call center resources pool of all virtual call center with a preset maximum value of the ratio of the virtual call center resources pool amount not more than 75%.

[0067] 步骤206,将未划分入虚拟呼叫中心池的虚拟呼叫中心形成M个组合,M为正整数将各组合中心^与&^的比值最小的虚拟呼叫中心组合划分为一个虚拟呼叫中心池,并配置所述虚拟呼叫中心池的资源量; [0067] Step 206, the non-divided into virtual call center pool virtual call center is formed M combined, M is a positive integer Each composition centers ^ and amp &; minimum ratio ^ Virtual call center composition is divided into a virtual call center pool, the amount of resources and configure the virtual call center pool;

[0068] 这里,将⑶划分为第二虚拟呼叫中心池;在Rmax与Smax的最小比值大于75 %时停止划分虚拟呼叫中心池;本发明实施例虚拟呼叫中心池的划分结果示意图,如图6所示。 [0068] Here, ⑶ divided into a second pool of virtual call centers; stop cell division at the virtual call center minimum ratio Rmax and Smax is greater than 75%; a schematic view of results of divisions according to the virtual call center cell embodiment of the present invention, FIG. 6 Fig.

[0069] 为实现上述呼叫中心的实现方法,本发明实施例还提供一种呼叫中心的实现装置,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, Structure Composition [0069] To achieve the above-described methods implemented in the call center, an embodiment of the present invention further provides an apparatus to realize a call center, the apparatus shown in Figure 7, comprising: a first partitioning module 11 and the second dividing 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心形成N个组合,N为正整数; [0070] The first division module 11, according to all permutations and combinations to form N virtual call center composition, N is a positive integer;

[0071] 所述第二划分模块12,将组合内所有虚拟呼叫中心的资源参数的并发使用最大值与组合内各虚拟呼叫中心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。 [0071] The second dividing module 12, the minimum ratio of each virtual call centers maximum concurrent use of a combination of resource parameters and all of the virtual call center using a combination of the maximum value of the sum of the resources are divided into a combination of a virtual call center 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心池的虚拟呼叫中心形成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心池,直至最小比值大于第一阈值,M为正整数。 [0072] Preferably, the second partition module 12 is further configured into a virtual call center will not pool divided virtual call center is formed of M combinations, each combination of the ratio between the smallest combined into one virtual call center pool, until the minimum ratio is greater than a first threshold 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心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 center resource statistics over time of usage, 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心资源的并发使用最大值,用Rmax表示, [0074] calculated for all combinations of each virtual call center resources maximum concurrent use, expressed by Rmax,

Figure CN105323393BD00091

为组合内虚拟呼叫中心的个数,i为正整数,ie [l,n]; Virtual call center is a combination of the number, i is a positive integer, ie [l, n];

[0075] 计算每个组合内的各虚拟呼叫中心占用的资源总和,用S ma X表示, [0075] calculate the sum of the resources of each virtual call centers occupied by each combination, denoted by S ma X,

Figure CN105323393BD00092

[0076] 计算Rmax与Smax的比值,将比值最小的组合划分为一个虚拟呼叫中心池。 [0076] calculating a ratio of Rmax and Smax, the ratio between the smallest combined into one pool of virtual call centers.

[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心池的资源量,使所述虚拟呼叫中心池内所有虚拟呼叫中心的资源的并发使用最大值与预设虚拟呼叫中心池的资源量的比值不大于第二阈值。 [0077] Preferably, said apparatus further comprising: a first configuration module 13 may be specifically configured for a preset virtual call center resources pool, the maximum value that the concurrent use of the virtual call center resources pool of all virtual call centers virtual call center with a predetermined ratio of the amount of the resource pool is not larger than the second threshold 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心的资源量。 [0078] Preferably, said apparatus further comprising: a second configuring module 14, the amount of resources used to configure each virtual call center.

[0079] 其中,所述第一阈值和第二阈值均为75%。 [0079] wherein the first threshold and the second threshold are both 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心系统的中央处理器(CPU)、或微处理器(MPU)、或数字信号处理器(DSP)、或可编程门阵列(FPGA)实现。 [0080] Note that, in practical applications, the first partition module 11, 12, a first functional module 13 configuration and a second configuration module 14 may be a second virtual call center system of a central processor module partitioning ( CPU), or a microprocessor (MPU), or digital signal processor (DSP), or a programmable gate array (FPGA) implementation.

[0081] 以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。 [0081] The foregoing is only preferred embodiments of the present invention but are not intended to limit the scope of the present invention.

Claims (10)

1. 一种呼叫中心的实现方法,其特征在于,在呼叫中心系统上建立多个虚拟呼叫中心, 所述方法还包括: 将所有虚拟呼叫中心形成N个组合,N为正整数; 将组合内所有虚拟呼叫中心的资源的并发使用最大值与组合内各虚拟呼叫中心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,所述虚拟呼叫中心共享其所划分的虚拟呼叫中心池的资源。 An implementation of a call center, wherein, based on the plurality of call center system virtual call center, said method further comprising: forming a virtual call center in all combinations of N, N being a positive integer; and the combination of minimum division ratio used in combination with the combined resources of virtual call centers concurrent use of the maximum value of the sum of the maximum value of all resources for a virtual call center pool of virtual call center, the call center is sharing virtual partitioned virtual call center resource pool.
2. 根据权利要求1所述呼叫中心的实现方法,其特征在于,所述方法还包括: 将未划分入虚拟呼叫中心池的虚拟呼叫中心形成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心池,直至最小比值大于第一阈值,M为正整数。 The implementation of the call center of claim 1, wherein said method further comprises: a virtual call center is not divided into pools of virtual call center is formed of M combinations, each combination the ratio of the minimum a combination of a virtual call center is divided into pools, until the minimum ratio is greater than a first threshold value, M being a positive integer.
3. 根据权利要求1所述呼叫中心的实现方法,其特征在于,所述将组合内所有虚拟呼叫中心的资源的并发使用最大值与组合内各虚拟呼叫中心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: 统计每个虚拟呼叫中心的资源随时间的使用情况,用R表示,R=F⑴,t为时间; 计算每个组合内所有虚拟呼叫中心资源的并发使用最大值,用Rmax表示, The implementation of the call center of claim 1, wherein each of the virtual call center and the maximum concurrent use of combined resources of all the virtual call center resources used in combination the sum of the maximum ratio of the minimum the combination of a virtual call center is divided into pools, comprising: a virtual call center statistics for each resource over the time of usage, represented by R, R = F⑴, t is the time; calculating a virtual call center for all resource combinations within each concurrent a maximum value, represented by Rmax of,
Figure CN105323393BC00021
为组合内虚拟呼叫中心的个数,i为正整数,ie [l,n]; 计算每个组合内的各虚拟呼叫中心资源使用最大值的总和,用Smax表示, Is the number of combinations of the virtual call center, i is a positive integer, ie [l, n]; calculating for each combination of each of the virtual call center resources using the sum of the maximum value, denoted by Smax of,
Figure CN105323393BC00022
计算RmaASmx的比值,将比值最小的组合划分为一个虚拟呼叫中心池。 RmaASmx ratio calculation, the ratio between the smallest combination of a virtual call center is divided into pools.
4. 根据权利要求1所述呼叫中心的实现方法,其特征在于,所述方法还包括: 配置预设虚拟呼叫中心池的资源量,使所述虚拟呼叫中心池内所有虚拟呼叫中心的资源的并发使用最大值与预设虚拟呼叫中心池的资源量的比值不大于第二阈值。 4. The method of claim 1 implemented in a call center according to claim, characterized in that the method further comprises: configuring default virtual call center resources pool, so that the concurrent virtual resource pool of all virtual call center call center using the ratio of the maximum amount of resources with a predetermined pool of virtual call center is not greater than a second threshold value.
5. 根据权利要求1所述呼叫中心的实现方法,其特征在于,在将所有虚拟呼叫中心划分为N个组合前,所述方法还包括: 配置各个虚拟呼叫中心的资源量。 5. The method of claim 1 implemented in a call center according to claim, wherein, before all the virtual call center is divided into N combinations, the method further comprises: resource allocation amount of the respective virtual call center.
6. —种呼叫中心的实现装置,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心形成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心的资源的并发使用最大值与组合内各虚拟呼叫中心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, 所述虚拟呼叫中心共享其所划分的虚拟呼叫中心池的资源。 6. - kind of apparatus for implementing the call center, wherein, said means comprising: a first module and a second partition dividing module; wherein the first dividing module, according to the permutations and combinations of all N virtual call center is formed combinations, N being a positive integer; the second dividing module, for each of the ratio of the concurrent use of the virtual call center resources for all combinations of the maximum value and the virtual call center using the maximum value of the combined resources of the sum of the minimum dIVISION virtual call center is a pool, the virtual call center shared virtual call centers pool their resources division.
7. 根据权利要求6所述呼叫中心的实现装置,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心池的虚拟呼叫中心形成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心池,直至最小比值大于第一阈值,M为正整数。 6 7. The apparatus for implementing call center as claimed in claim, wherein said second dividing module is further configured to not divided into pools of virtual call centers virtual call center is formed of M combinations, each combination are the minimum ratio of said composition is divided into a pool of virtual call center, until the minimum ratio is greater than a first threshold value, M being a positive integer.
8. 根据权利要求6所述呼叫中心的实现装置,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心的资源随时间的使用情况,用R表示,R=F⑴,t为时间; 计算每个组合内所有虚拟呼叫中心资源的并发使用最大值,用Rmax表示, 6 8. The apparatus for implementing call center according to claim, characterized in that said first dividing module, resource statistics specifically for each virtual call center depending on usage time, represented by R, R = F⑴, t is time; calculating a virtual call center for all resource combinations within each concurrent use of a maximum value, is represented by Rmax of,
Figure CN105323393BC00031
为组合内虚拟呼叫中心的个数,i为正整数,ie [I,n]; 计算每个组合内的各虚拟呼叫中心资源使用最大值的总和,用Smax表示, Is the number of combinations of the virtual call center, i is a positive integer, ie [I, n]; calculating for each combination of each of the virtual call center resources using the sum of the maximum value, denoted by Smax of,
Figure CN105323393BC00032
计算RmaASmx的比值,将比值最小的组合划分为一个虚拟呼叫中心池。 RmaASmx ratio calculation, the ratio between the smallest combination of a virtual call center is divided into pools.
9. 根据权利要求6所述呼叫中心的实现装置,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心池的资源量,使所述虚拟呼叫中心池内所有虚拟呼叫中心的资源的并发使用最大值与预设虚拟呼叫中心池的资源量的比值不大于第二阈值。 9. The apparatus for implementing call center 6 claim, wherein said apparatus further comprises: a first configuration module is specifically configured for a preset amount of virtual call center resources pool, the pool virtual call center concurrent use of all the resources of the virtual call center with a preset maximum virtual call center resources pool ratio is not greater than a second threshold value.
10. 根据权利要求6所述呼叫中心的实现装置,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心的资源量。 10. The device for implementing the call center according to claim 6, characterized in that said apparatus further comprises: a second configuration module for configuring the amount of resources of each virtual call center.
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