CN106303111B - Call routing distribution method, device and system - Google Patents
Call routing distribution method, device and system Download PDFInfo
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- CN106303111B CN106303111B CN201510282278.7A CN201510282278A CN106303111B CN 106303111 B CN106303111 B CN 106303111B CN 201510282278 A CN201510282278 A CN 201510282278A CN 106303111 B CN106303111 B CN 106303111B
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- H04—ELECTRIC COMMUNICATION TECHNIQUE
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- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
Abstract
The embodiment of the invention provides a call route distribution method, a device and a system. The call route distribution method of the invention comprises the following steps: acquiring session state information of a mobile seat terminal; the session state information includes: network information and/or position information of the mobile seat terminal; associating the mobile seat terminal to a virtual queue matched with the mobile seat terminal according to the session state information of the root mobile seat terminal and the attribute factor of the virtual queue; the virtual queue is used for representing a set of mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one; and receiving a call request from a user terminal, and selecting a mobile seat terminal in an idle state in the virtual queue to process the call request of the user terminal. The embodiment of the invention realizes that the network state and the position information of the mobile seat terminal are considered when the call is distributed, and improves the quality of the service provided by the mobile seat terminal.
Description
Technical Field
The present invention relates to network communication technologies, and in particular, to a method, an apparatus, and a system for allocating a call route.
Background
In a traditional call center, when a user in the fields of Public Switched Telephone Network (PSTN), Public Land Mobile Network (PLMN), INTERNET and the like makes a call to the call center, the user's phone is queued in the call center, and the call center platform allocates the user to a certain seat for service. The seat typically consists of a computer, a telephone, and a fixed office location.
With the development of the mobile internet, the office mode of the seat is evolved to networking and moving, the seat is not limited to a fixed office position any more, and the seat can be logged in through a mobile terminal, and operations related to the seat can be processed at any place.
The traditional call center seat has a fixed seat, abundant network bandwidth guarantee and a fixed office environment, the abundant network bandwidth guarantees that the call center seat can carry out smooth audio and video communication with a user, the fixed seat and the office environment guarantee hardware conditions of call center seat service, the hardware conditions are not interfered by an external noisy environment, the hardware conditions can be concentrated in the service for the user, and finally the quality of the service provided by the call center seat for the user is guaranteed.
Due to the mobility characteristics, the mobile seat has great difference with the traditional call center seat in network bandwidth and office environment. The office location of the mobile seat is not fixed, most of the time is outside a company or on a customer site, a mobile data network or a Wireless Fidelity (WIFI) network is used, due to high-density high-rise buildings in cities and complexity and variability of mobile environments, the data network and the mobile network of the mobile seat present instability and cannot provide high-quality services for customers, while in actual use, the mobile seat is generally a high-level and professional seat and needs to serve Important persons (VIP) or large customers, and according to a traditional queuing route allocation mechanism of a call center, if the network state of the allocated mobile seat is poor, the quality of the service of the customers provided by the mobile seat is low.
Disclosure of Invention
The embodiment of the invention provides a call route distribution method, a device and a system, which aim to solve the problem of low customer service quality provided by a mobile seat in the prior art.
In a first aspect, an embodiment of the present invention provides a call route allocation method, including:
acquiring session state information of a mobile seat terminal; the session state information includes: network information and/or location information of the mobile seat terminal;
according to the session state information of the mobile seat terminal and the attribute factors of the virtual queues, the mobile seat terminal is associated to the virtual queues matched with the mobile seat terminal; the virtual queue is used for representing the set of the mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one;
and receiving a call request from a user terminal, and selecting the mobile seat terminal in an idle state in the virtual queue to process the call request of the user terminal.
With reference to the first aspect, in a first possible implementation manner of the first aspect, the attribute factor includes a network information attribute factor and/or a location information attribute factor;
before the associating the mobile seat terminal into the virtual queue matched with the mobile seat terminal, the method further includes:
configuring the range of the network parameters of the network information attribute factors and the weight corresponding to the network parameters; the network information attribute factor is the weighted sum of the network parameters; the network parameters comprise heartbeat timeout time, network time delay and network packet loss rate;
and configuring the range and the target position of the position information attribute factor, wherein the position information attribute factor is the distance between the position of the mobile seat terminal and the target position.
With reference to the first possible implementation manner of the first aspect, in a second possible implementation manner of the first aspect, if the session state information includes network information, the associating the mobile seat terminal into a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and an attribute factor of the virtual queue includes:
acquiring network parameters corresponding to the network information attribute factors according to the network information of the mobile seat terminal;
calculating a weighted sum of the network parameters according to the network parameters and weights corresponding to the network parameters;
and comparing the weighted sum with the network information attribute factor of the virtual queue, searching the virtual queue matched with the mobile seat terminal, and associating the mobile seat terminal into the virtual queue.
With reference to the first possible implementation manner of the first aspect, in a third possible implementation manner of the first aspect, if the session state information includes location information, the associating the mobile seat terminal into a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and an attribute factor of the virtual queue includes:
directly acquiring the position of the mobile seat terminal from the session state information;
calculating the distance between the position of the mobile seat terminal and the target position;
and comparing the distance with the range of the position information attribute factor, searching a virtual queue matched with the mobile terminal, and associating the mobile seat terminal into the virtual queue.
With reference to the first aspect and any one of the first to third possible implementation manners of the first aspect, in a fourth possible implementation manner of the first aspect, the selecting a mobile seat terminal in an idle state in the virtual queue to process a call request of the user terminal includes:
and determining a virtual queue matched with the user type according to the user type contained in the call request, and selecting an idle mobile seat terminal in the virtual queue to process the call request of the user terminal.
With reference to the first aspect and any one of the first to fourth possible implementation manners of the first aspect, in a fifth possible implementation manner of the first aspect, the method further includes:
if other mobile seat terminals apply for adding into the virtual queue, whether the mobile seat terminals in the virtual queue have allocation calls is judged, if yes, the state of the virtual queue is set to be a pre-occupation state, the mobile seat terminals are added into a cache queue, and after the call allocation in the virtual queue is finished, the mobile seat terminals are added into the virtual queue from the cache queue.
With reference to the first aspect and any one of the first to fifth possible implementation manners of the first aspect, in a sixth possible implementation manner of the first aspect, the method further includes:
if the mobile seat terminal does not belong to any virtual queue, dividing the mobile seat terminal into an escape hosting service queue, wherein the mobile seat terminal in the escape hosting service queue completes at least one of the following operations: logging in, logging out, showing busy or showing idle; the escape hosting service queue is used for representing a set of mobile seat terminals hosting services of the mobile seat terminals.
In a second aspect, an embodiment of the present invention provides a mobile seat queue routing device, including:
the mobile access session management module is used for acquiring session state information of the mobile seat terminal; the session state information includes: network information and/or location information of the mobile seat terminal;
the virtual queue attribute factor module is used for associating the mobile seat terminal to a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and the attribute factor of the virtual queue; the virtual queue is used for representing the set of the mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one; a call queuing and routing module for receiving a call request from a user terminal;
and the mobile seat skill queue management module is used for selecting the mobile seat terminal in an idle state in the virtual queue to process the call request of the user terminal.
With reference to the second aspect, in a first possible implementation manner of the second aspect, the attribute factor includes a network information attribute factor and/or a location information attribute factor;
the device further comprises:
the configuration management module is used for configuring the range of the network parameters of the network information attribute factors and the weight corresponding to the network parameters; the network information attribute factor is the weighted sum of the network parameters; the network parameters comprise heartbeat timeout time, network time delay and network packet loss rate;
and configuring the range and the target position of the position information attribute factor, wherein the position information attribute factor is the distance between the position of the mobile seat terminal and the target position.
With reference to the first possible implementation manner of the second aspect, in a second possible implementation manner of the second aspect, if the session state information includes network information, the virtual queue attribute factor module is specifically configured to:
acquiring network parameters corresponding to the network information attribute factors according to the network information of the mobile seat terminal;
calculating a weighted sum of the network parameters according to the network parameters and weights corresponding to the network parameters;
and comparing the weighted sum with the network information attribute factor of the virtual queue, searching the virtual queue matched with the mobile seat terminal, and associating the mobile seat terminal into the virtual queue.
With reference to the first possible implementation manner of the second aspect, in a third possible implementation manner of the second aspect, if the session state information includes location information, the virtual queue attribute factor module is specifically configured to:
directly acquiring the position of the mobile seat terminal from the session state information;
calculating the distance between the position of the mobile seat terminal and the target position;
and comparing the distance with the range of the position information attribute factor, searching a virtual queue matched with the mobile terminal, and associating the mobile seat terminal into the virtual queue.
With reference to the second aspect and any one of the first to third possible implementation manners of the second aspect, in a fourth possible implementation manner of the second aspect, the mobile seat skill queue management module is specifically configured to:
and determining a virtual queue matched with the user type according to the user type contained in the call request, and selecting an idle mobile seat terminal in the virtual queue to process the call request of the user terminal.
In a third aspect, an embodiment of the present invention provides a call center system, including:
the mobile seat queue routing device according to any one of the second aspect and at least one mobile seat terminal.
With reference to the third aspect, in a first possible implementation manner of the third aspect, the mobile seat terminal reports session state information to the mobile seat queue routing device in real time or periodically; the session state information includes: network information and/or location information of the mobile seat terminal.
According to the call route distribution method, the call route distribution device and the call route distribution system, the session state information of the mobile seat terminal is obtained; the session state information includes: network information and/or location information of the mobile seat terminal; according to the session state information of the mobile seat terminal and the attribute factors of the virtual queues, the mobile seat terminal is associated to the virtual queues matched with the mobile seat terminal; the virtual queue is used for representing the set of the mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one; receiving a call request from a user terminal, selecting a mobile seat terminal in an idle state in the virtual queue to process the call request of the user terminal, realizing the consideration of the network state and the position information of the mobile seat terminal when allocating the call, improving the quality of the service provided by the mobile seat terminal, and solving the problem of lower quality of the customer service provided by the mobile seat in the prior art.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without creative efforts.
FIG. 1 is a flowchart of a first embodiment of a call route distribution method according to the present invention;
fig. 2 is a schematic structural diagram of a mobile seat queue routing apparatus according to a first embodiment of the present invention;
fig. 3 is a schematic diagram of an association relationship between a mobile agent terminal and a mobile access session management module according to an embodiment of the present invention;
fig. 4 is an interaction diagram of a mobile seat terminal and a mobile access session management module according to an embodiment of the present invention;
FIG. 5 is a schematic diagram of an escape hosting service according to an embodiment of the invention;
FIG. 6 is a first interaction flow diagram according to an embodiment of the present invention;
FIG. 7 is a flow chart of interaction according to an embodiment of the present invention;
FIG. 8 is a schematic structural diagram of an embodiment of a call center system of the present invention;
fig. 9 is a schematic structural diagram of a mobile seat queue routing apparatus according to another embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, but not all, embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The terminal according to the embodiment of the present invention may include, but is not limited to, a mobile communication device such as a mobile phone, a Personal Digital Assistant (PDA), a tablet computer, a portable device (for example, a portable computer), and the like, and may further include a terminal that has both a touch screen and physical keys.
The method provided by the embodiment of the invention aims to solve the technical problem that the quality of customer service provided by a mobile seat is low in the prior art.
The technical solution of the present invention will be described in detail below with specific examples. The following several specific embodiments may be combined with each other, and details of the same or similar concepts or processes may not be repeated in some embodiments.
Fig. 1 is a flowchart of a call route allocation method according to a first embodiment of the present invention. The execution subject of the present embodiment is a mobile agent queue routing apparatus. As shown in fig. 1, the method of this embodiment may include:
associating the mobile seat terminal to a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and a pre-configured attribute factor of the virtual queue, wherein the attribute factor can be a value or a range;
Specifically, the call center platform establishes a soft long connection between the mobile seat terminal and the mobile seat queue routing device in the call center platform through session management of the mobile seat terminal, and when the network state is unstable, the continuity of current service processing can be guaranteed, and meanwhile, the call center platform has self-recovery capability.
The soft long connection is a non-real-time connection, which is different from the common long connection, the common long connection is a real-time connection, and the two sides of the connection need to mutually perform network heartbeat, check the existence of the other side, and perform exception handling. And the soft long connection does not have network heartbeat, only uses the service heartbeat to maintain service processing, does not frequently perform network heartbeat detection mutually, but does not perform the service processing in real time, directly performs the service processing, and performs abnormal service processing if the service processing fails.
Monitoring, collecting and analyzing the session state information of the mobile seat terminal in real time or periodically, and dynamically binding the mobile seat terminal into different virtual queues according to the session state information of the mobile seat terminal and the attribute factors of the virtual queues according to the attribute factors of the virtual queues configured by an administrator, wherein the session state information comprises: network information and/or position information, network information such as heartbeat information, network delay or network packet loss rate and the like, and heartbeat information such as heartbeat timeout time, heartbeat timeout times and the like.
The administrator can configure attribute factors of different virtual queues, the virtual queues correspond to the attribute factors one by one, the different attribute factors correspond to different classifications of the administrator for the mobile seat terminal, and when the session state information of the mobile seat terminal meets the requirement of the range of the attribute factors of the virtual queues, the session state information of the mobile seat terminal is associated with the virtual queues.
In this embodiment, the mobile seat queue routing device obtains session state information of a mobile seat terminal, for example, the session state information of the mobile seat terminal may be obtained in real time or periodically, and associates the mobile seat terminal with a virtual queue matching the mobile seat terminal according to the session state information of the mobile seat terminal and a range of attribute factors of the virtual queue configured in advance; receiving a call request from a user terminal, and selecting a mobile seat terminal in an idle state in a virtual queue to process the call request of the user terminal; if the call request includes a user type, for example, the user is a VIP client, a mobile seat terminal in a virtual queue with a better network state is selected to process the call request, or if the call request includes a target service type, the priority of the target service type is higher, a mobile seat terminal in a virtual queue with a better network state is selected to process the call request, and if there are multiple idle mobile seat terminals in the virtual queue, for example, a mobile seat terminal with a longer idle time or a mobile seat terminal with a higher capability level may be selected.
In the embodiment, the session state information of the mobile seat terminal is acquired; the session state information includes: network information and/or location information of the mobile seat terminal; according to the session state information of the mobile seat terminal and the attribute factors of the virtual queues, the mobile seat terminal is associated to the virtual queues matched with the mobile seat terminal; the virtual queue is used for representing the set of the mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one; receiving a call request from a user terminal, selecting a mobile seat terminal in an idle state in the virtual queue to process the call request of the user terminal, realizing the consideration of the network state and the position information of the mobile seat terminal when allocating the call, improving the quality of the service provided by the mobile seat terminal, and solving the problem of lower quality of the customer service provided by the mobile seat in the prior art.
The technical solution of the embodiment of the method shown in fig. 1 will be described in detail below by using several specific examples.
Optionally, the attribute factor includes a network information attribute factor and/or a location information attribute factor;
before the associating the mobile seat terminal into the virtual queue matched with the mobile seat terminal, the method further includes:
configuring the range of the network parameters of the network information attribute factors and the weight corresponding to the network parameters; the network information attribute factor is the weighted sum of the network parameters; the network parameters comprise heartbeat timeout time, network time delay and network packet loss rate;
and configuring the range and the target position of the position information attribute factor, wherein the position information attribute factor is the distance between the position of the mobile seat terminal and the target position.
Specifically, the configuration administrator may configure the virtual queues, where the range of the attribute factors corresponding to different virtual queues is different, and the attribute factors are divided into two categories, namely, network information attribute factors and location information attribute factors.
The network information attribute factor is a × subentry weight + B × subentry weight + … + C × subentry weight.
Description of the drawings:
1) a, B, C are sub-items of the network information attribute factor, i.e., the network parameters described above, each having its own range value. These sub-items include but are not limited to heartbeat timeout time, network delay, network packet loss rate, etc.;
2) the weight of the sub item is the proportion of the sub item in the whole attribute factor, the range is 1-100%, and when the weight is 0, the sub item can be any range value.
The position information attribute factor is the absolute distance from the moving seat terminal position to the target position.
The location information of the mobile seat terminal may be obtained through an open location Application Programming Interface (API) platform. The target location may be preconfigured by the administrator.
The position information attribute factor can acquire the current position of the mobile seat terminal through a third-party position information provider, such as a Baidu map, a Google map, a Beidou positioning system and the like, and calculate the distance between the current position and the target position.
The configuration administrator may configure different virtual queue types according to the attribute factors, such as configuring the virtual queues as Q1 (green zone), Q2 (yellow zone) and Q3 (red zone) according to the network condition in general to represent mobile seat terminals with different network qualities, as shown in table 1 below:
TABLE 1
Optionally, if the session state information includes network information, the associating the mobile seat terminal to a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and an attribute factor of the virtual queue includes:
acquiring network parameters corresponding to the network information attribute factors according to the network information of the mobile seat terminal;
calculating a weighted sum of the network parameters according to the network parameters and weights corresponding to the network parameters;
and comparing the weighted sum with the network information attribute factor of the virtual queue, searching the virtual queue matched with the mobile seat terminal, and associating the mobile seat terminal into the virtual queue.
Specifically, if the session state information includes network information, network parameters in the network information are acquired, weighting and network information attribute factors of the network parameters are calculated according to the network parameters and weights corresponding to the network parameters configured in advance, and if the calculated weighting and the calculated weighting fall within the range of the attribute factors of a certain virtual queue, the mobile seat terminal is associated to the virtual queue.
Optionally, if the session state information includes location information, the associating the mobile seat terminal to a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and an attribute factor of the virtual queue includes:
directly acquiring the position of the mobile seat terminal from the session state information;
calculating the distance between the position of the mobile seat terminal and the target position;
and comparing the distance with the range of the position information attribute factor, searching a virtual queue matched with the mobile terminal, and associating the mobile seat terminal into the virtual queue.
Specifically, if the session state information includes location information, the location of the mobile seat terminal may be directly obtained from the session state information, the distance between the location of the mobile seat terminal and the target location is calculated, and if the distance falls within a range of a location information attribute factor of a certain virtual queue, the mobile seat terminal is associated to the virtual queue.
The administrator can also check the position information in the session state information through an intuitive map interface, and can directly select a certain area on the map graphical interface to be identified as the range of the position information attribute factor of a certain virtual queue, so that once the mobile seat terminal enters the area, the mobile seat terminal directly binds the certain virtual queue without dynamically binding the virtual queue according to the session state information of the mobile seat terminal.
Optionally, the selecting the mobile seat terminal in the idle state in the virtual queue to process the call request of the user terminal includes:
and determining a virtual queue matched with the user type according to the user type contained in the call request, and selecting an idle mobile seat terminal in the virtual queue to process the call request of the user terminal.
For example, if the user type is a VIP user, a mobile seat terminal with higher service capability in a virtual queue with a better network status may be selected to process the call request of the user.
Optionally, the method further comprises:
if other mobile seat terminals apply for adding into the virtual queue, whether the mobile seat terminals in the virtual queue have allocation calls is judged, if yes, the state of the virtual queue is set to be a pre-occupation state, the mobile seat terminals are added into a cache queue, and after the call allocation in the virtual queue is finished, the mobile seat terminals are added into the virtual queue from the cache queue.
Specifically, if a new mobile seat terminal applies for joining the virtual queue, it is first determined whether the virtual queue is in use, that is, whether the mobile seat terminal in the virtual queue is being assigned a call, if so, the mobile seat terminal is first placed in a buffer queue, and the virtual queue is set to a pre-occupied state, after the virtual queue is used, that is, after all the calls on the virtual queue are assigned, the mobile seat terminal in the buffer queue is joined to the virtual queue, and after the joining is successful, the state of the virtual queue is set to an available state.
If the session state information of the mobile seat terminal is changed, if the mobile seat terminal needs to be adjusted from the current virtual queue to another virtual queue, the mobile seat terminal in the original virtual queue can be maintained without participating in call distribution of the original virtual queue, and an adding request is initiated to a new virtual queue, wherein the adding process is the process described above, and is not repeated here.
Optionally, the method further comprises:
if the mobile seat terminal does not belong to any virtual queue, dividing the mobile seat terminal into an escape hosting service queue, wherein the mobile seat terminal in the escape hosting service queue completes at least one of the following operations: logging in, logging out, showing busy or showing idle; the escape hosting service queue is used for representing a set of mobile seat terminals hosting services of the mobile seat terminals.
Specifically, when the mobile seat terminal does not belong to any virtual queue, the mobile seat terminal is recovered to an escape hosting service queue to perform simple call distribution, the service operation of the mobile seat terminal is completed through a PSTN Voice call, and the escape hosting service of the mobile seat terminal is essentially a self-service flow, i.e., an Interactive Voice Response (IVR), and the mobile seat terminal calls in the self-service flow through a PSTN telephone to complete basic operations of the mobile seat terminal, such as login, logout, busy display, idle display, and the like.
And hosting the capability of the mobile seat terminal to the server side. Hosted information, including but not limited to:
a PSTN number of the mobile seat terminal, service time of the mobile seat terminal (preventing a seat person corresponding to the mobile seat terminal from forgetting to sign out a call center platform after leaving work and causing the mobile seat terminal to still receive a user telephone), a shortcut key of the mobile seat terminal (i.e. a connection operation of the mobile seat terminal is mapped into a digital key, and the connection operation comprises call operations such as answering, answering and transferring);
in this embodiment, the mobile seat terminals that do not belong to any virtual queue may be periodically recovered, the mobile seat terminals may be added to the escape hosting service queue for queuing, the mobile seat terminals in the escape hosting service queue may be managed by using a conventional call center queue mechanism, each mobile seat terminal added to the escape hosting service queue may be initialized, configuration data may be acquired during initialization, and the mobile seat terminals may be initialized according to the configuration data.
Fig. 2 is a schematic structural diagram of a first embodiment of a mobile seat queue routing device according to the present invention, and fig. 3 is a schematic structural diagram of an association relationship between a mobile seat terminal and a mobile access session management module according to the embodiment of the present invention. Fig. 4 is an interaction diagram of a mobile agent terminal and a mobile access session management module according to an embodiment of the present invention. As shown in fig. 2, the apparatus of the present embodiment may include: the system comprises a mobile access session management module 201, a virtual queue attribute factor module 202, a call queuing routing module 203 and a mobile seat skill queue management module 204, wherein the mobile access session management module 201 is used for acquiring session state information of a mobile seat terminal; the session state information includes: network information and/or location information of the mobile seat terminal;
a virtual queue attribute factor module 202, configured to associate the mobile seat terminal with a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and an attribute factor of the virtual queue; the virtual queue is used for representing the set of the mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one;
a call queuing and routing module 203, configured to receive a call request from a user terminal;
and the mobile seat skill queue management module 204 is configured to select a mobile seat terminal in an idle state in the virtual queue to process a call request of the user terminal.
Specifically, in this embodiment, the call queuing and routing module 203 interacts with the mobile seat skill queue management module 204 to request the mobile seat terminal to process the call request.
The mobile seat terminal maintains an access session with the mobile access session management module 201, the mobile seat terminal is connected to the mobile access session management module 201 through a full duplex communication Protocol (such as WebSocket) or a HyperText Transfer Protocol (HTTP), after authentication is performed through identity authentication of the mobile seat terminal, a user session is created in the mobile access session management module 201, various states and life cycles of the session are maintained, and the mobile seat terminal reports network information (including network heartbeat information, network delay, network packet loss rate and the like) or position information to the mobile access session management module 201 in real time or periodically.
The mobile access session management module 201 maintains a service session with the call center platform, and the mobile access session management module 201 interacts with the call center platform through an internal transport layer Protocol (TCP) or a User Data Protocol (UDP) to complete service processing requests of all mobile seat terminals, including login, answering, transferring, seeking help, and the like.
The mobile seat terminal maintains the state of the terminal side. The mobile access session management module 201 maintains the session state of the mobile agent terminal. The association and interaction between the two are shown in fig. 3 and 4:
the mobile seat terminal has 3 states:
in an idle state: the system can interact with the mobile access session management module to process various message requests of the user terminal and message notifications of the system, and the mobile seat terminal and the mobile access session management module perform network heartbeat detection in an idle state; at the moment, the mobile data network of the mobile seat terminal is normal, and the mobile seat terminal can normally perform service processing;
an off-state: when the network heartbeat is continuously overtime for 5 times (heartbeat overtime 3), the heartbeat is considered to be overtime, the mobile seat terminal is in an off state, the mobile seat terminal cannot perform message interaction with the mobile access session management module at the moment, the operation on the mobile seat terminal is overtime, and no response is generated. When leaving the state, the mobile seat terminal always tries to perform heartbeat connection with the mobile access session management module, and when 3 heartbeat trials are successful continuously, the mobile seat terminal enters an idle state again, and the mobile seat terminal recovers the original connection.
Exiting state: when the mobile seat terminal is in the off state, heartbeat recovery is not performed for a certain time, for example, heartbeat timeout 4 is generally 20 minutes, or the mobile seat terminal actively exits, the mobile seat terminal enters the off state, and at this time, login needs to be performed again, and the mobile seat terminal becomes the idle state after successful login.
TABLE 2
| Mobile seat terminal status | Operation of an access session |
| In an idle state | Creating |
| Off state | Elimination |
| Exit state | Elimination |
The mobile access session management module has 4 states (for a certain mobile agent terminal):
in the on-line state: the mobile data network is normal, and keeps heartbeat connection with the mobile seat terminal, and at the moment, the mobile access session management module keeps the access session of the mobile seat terminal and the service session with the call center platform; at this time, the mobile access session management module is in an online state for the mobile seat terminal.
And (3) floating: when the heartbeat of the mobile seat terminal cannot be continuously received for 2 times (heartbeat overtime 1) and the heartbeat interval is 1 minute, the mobile data network is considered to have flash break and instability, but the mobile seat terminal does not exit, the mobile access session management module keeps the access session of the mobile seat terminal and the service session of the call center platform, and when the network is recovered once, the mobile seat terminal immediately carries out automatic disconnection reconnection without reestablishing the session; at this time, the mobile access session management module is in a floating state for the mobile seat terminal.
An off-state: when the heartbeat of the mobile seat terminal cannot be continuously received for 5 times (heartbeat timeout 2) and the heartbeat interval is 1 minute, the mobile seat terminal cannot perform continuous operation (namely busy/idle indication, off duty exit and the like cannot be performed), at the moment, the access session of the mobile seat terminal in the mobile access session management module is eliminated, meanwhile, the service session of the mobile seat terminal in the call center platform is still maintained, once the network is recovered, the mobile seat terminal needs to be manually reconnected and logged in, a new access session is created, and the original service session of the call center platform is reused through the mobile access session management module; at this time, the mobile access session management module is in an off state for the mobile agent terminal.
Exiting state: when the mobile data network of the mobile seat terminal is not available for a long time, the mobile seat terminal is forced to sign out of the call center platform, and the mobile seat terminal returns to the seat interface, and then reconnection can be carried out only by manual login of the mobile seat terminal; at this time, both the access session and the service session are eliminated, and at this time, the mobile access session management module is in an exit state for the mobile agent terminal.
The mobile access session management module corresponds to the state of the mobile seat terminal.
TABLE 3
Optionally, the attribute factor includes a network information attribute factor and/or a location information attribute factor;
the device, still include:
a configuration management module 205, configured to configure a range of a network parameter of the network information attribute factor and a weight corresponding to the network parameter; the network information attribute factor is the weighted sum of the network parameters; the network parameters comprise heartbeat timeout time, network time delay and network packet loss rate;
and configuring the range and the target position of the position information attribute factor, wherein the position information attribute factor is the distance between the position of the mobile seat terminal and the target position.
Optionally, if the session state information includes network information, the virtual queue attribute factor module 202 is specifically configured to:
acquiring network parameters corresponding to the network information attribute factors according to the network information of the mobile seat terminal;
calculating a weighted sum of the network parameters according to the network parameters and weights corresponding to the network parameters;
and comparing the weighted sum with the network information attribute factor of the virtual queue, searching the virtual queue matched with the mobile seat terminal, and associating the mobile seat terminal into the virtual queue.
Optionally, if the session state information includes location information, the virtual queue attribute factor module 202 is specifically configured to:
directly acquiring the position of the mobile seat terminal from the session state information;
calculating the distance between the position of the mobile seat terminal and the target position;
and comparing the distance with the range of the position information attribute factor, searching a virtual queue matched with the mobile terminal, and associating the mobile seat terminal into the virtual queue.
Optionally, the mobile seat skill queue management module 204 is specifically configured to:
and determining a virtual queue matched with the user type according to the user type contained in the call request, and selecting an idle mobile seat terminal in the virtual queue to process the call request of the user terminal.
Optionally, if there is another mobile seat terminal applying for joining the virtual queue, the mobile seat skill queue management module 204 is specifically configured to:
and judging whether the mobile seat terminal in the virtual queue has an allocated call, if so, setting the state of the virtual queue to be a pre-occupation state, adding the mobile seat terminal into a buffer queue, and after the call allocation in the virtual queue is finished, adding the mobile seat terminal into the virtual queue from the buffer queue.
Fig. 5 is a schematic diagram of the principle of the escape hosting service according to the embodiment of the invention.
Optionally, the apparatus further comprises:
the mobile seat escape hosting service module 206 is configured to, if the mobile seat terminal does not belong to any virtual queue, divide the mobile seat terminal into an escape hosting service queue, where the mobile seat terminal in the escape hosting service queue completes at least one of the following operations: logging in, logging out, showing busy or showing idle; the escape hosting service queue is used for representing a set of mobile seat terminals hosting services of the mobile seat terminals.
Specifically, as shown in fig. 5, a configuration administrator configures the escape hosting capability of each mobile seat terminal through a configuration management module, that is, performs mobile seat terminal hosting, and hosts the capability of the mobile seat terminal to a server (a mobile seat queue routing device); the mobile seat skill queue management module is used for periodically recovering mobile seat terminals which do not belong to any virtual queue, adding the mobile seat terminals into an escape hosting service queue for queuing, and managing the mobile seat terminals by using a traditional call center queue mechanism through the escape hosting service. The escape hosting service initializes each mobile seat terminal which is added into the queue, configuration data need to be obtained from the configuration management module during initialization, and the mobile seat terminals are initialized according to the configuration data.
Fig. 6 is a first interaction flowchart according to the embodiment of the present invention. FIG. 7 is a flowchart illustrating an interaction flow diagram according to an embodiment of the present invention.
Specifically, as shown in fig. 6, the administrator configures the virtual queue according to the network information attribute factor, and configures the range and the corresponding weight of the network parameter of the network information attribute factor on the configuration interface; the administrator configures the virtual queue according to the position information attribute factor, and can define a boundary area corresponding to the virtual queue in a frame pulling mode on a map interface;
the mobile access session management module reports the state information (heartbeat timeout time, network delay, network packet loss rate, position information and the like) of the mobile seat session to the virtual queue attribute factor module in real time;
the virtual queue attribute factor module is used for analyzing the current virtual queue of the mobile seat terminal in combination with the attribute factor;
network information (heartbeat timeout time, network delay, network packet loss rate and the like) or position information needs to be acquired from the session state information to carry out attribute factor matching; finally, matching the session state information to a virtual queue A, and caching the session state information;
the virtual queue attribute factor module applies for adding a virtual queue to the mobile seat skill queue management module;
if the virtual queue is being used, the mobile seat skill queue management module adds the mobile seat terminal into a cache queue and sets the virtual queue to be in a pre-occupation state;
after the virtual queue is used, the mobile seat skill queue management module adds the mobile seat terminals in the buffer queue into the virtual queue;
the mobile seat skill queue management module returns success of adding the virtual queue to the virtual queue attribute factor module, and cache data can be cleared;
if the virtual queue is matched to fail, the virtual queue attribute factor module requests to join an escape hosting service queue to the mobile seat skill queue management module;
and returning a result of adding the escape hosting service queue, and hosting and clearing the corresponding cache data.
As shown in fig. 7, the mobile seat skill queue management module obtains configuration data of the virtual queue from the configuration management module, and creates a virtual queue a and a virtual queue B;
the virtual queue attribute factor module requests the mobile seat skill queue management module to add the mobile seat terminal into the virtual queue A;
if the mobile seat terminal in the virtual queue A is being assigned with a call at the moment, in order to ensure the atomicity of operation, the mobile seat skill queue management module firstly puts the mobile seat terminal into a buffer queue, simultaneously sets the virtual queue A to be in a pre-occupation state, and waits for all call assignments on the virtual queue A to be completely finished after closing the use of the virtual queue A;
when detecting that no call is distributed on the virtual queue A, preparing to buffer the mobile seat terminal in the queue;
adding the mobile seat terminal into the virtual queue A, and setting the state of the virtual queue A as an available state after the mobile seat terminal is successfully added;
the virtual queue attribute factor module requests the mobile seat skill queue management module to adjust the mobile seat terminal from the virtual queue A to the virtual queue B;
the mobile seat skill queue management module executes virtual queue transfer, keeps the mobile seat terminal in the virtual queue A, does not participate in call distribution of the original virtual queue A, initiates an adding request to a new virtual queue B, and repeats the process of adding the request into the virtual queue;
the mobile seat skill queue management module successfully executes the virtual queue transfer;
when the call queuing routing module needs to request queue service, the mobile seat skill queue management module is requested first, and the mobile seat skill queue management module matches a corresponding virtual queue according to a routing rule, such as a VIP customer matching virtual queue of a green area, and distributes mobile seat terminals in the virtual queue and returns the mobile seat terminals to the call queuing routing module.
The apparatus of this embodiment may be used to implement the technical solution of the method embodiment shown in fig. 1, and the implementation principle and the technical effect are similar, which are not described herein again.
Fig. 8 is a schematic structural diagram of a call center system according to an embodiment of the present invention, and as shown in fig. 8, the system of the embodiment includes: a mobile seat queue routing device and a mobile seat terminal, where the mobile seat queue routing device may adopt the structure of the apparatus embodiment in fig. 2, and correspondingly, may execute the technical solution of any method embodiment in fig. 1, and its implementation principle and technical effect are similar, and are not described herein again.
Optionally, the mobile seat terminal reports session state information to the mobile seat queue routing device in real time or periodically; the session state information includes: network information and/or location information of the mobile seat terminal.
Fig. 9 is a schematic structural diagram of a mobile seat queue routing apparatus according to another embodiment of the present invention. As shown in fig. 9, the mobile seat queue routing apparatus according to the present embodiment includes: a communication interface 901, a processor 902, and a memory 903; wherein the communication interface 901, the processor 902 and the memory 903 are connected to each other through a bus.
The processor 902 runs the program in the memory 903 for performing the following:
acquiring session state information of a mobile seat terminal; the session state information includes: network information and/or location information of the mobile seat terminal;
according to the session state information of the mobile seat terminal and the attribute factors of the virtual queues, the mobile seat terminal is associated to the virtual queues matched with the mobile seat terminal; the virtual queue is used for representing the set of the mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one; and receiving a call request from a user terminal, and selecting the mobile seat terminal in an idle state in the virtual queue to process the call request of the user terminal.
The implementation principle and technical effect thereof can refer to the method embodiment shown in fig. 1, and are not described herein again.
The processor 902 may be a general purpose processor including a CPU, NP, etc.; but also other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components.
Those of ordinary skill in the art will understand that: all or a portion of the steps of implementing the above-described method embodiments may be performed by hardware associated with program instructions. The program may be stored in a computer-readable storage medium. When executed, the program performs steps comprising the method embodiments described above; and the aforementioned storage medium includes: various media that can store program codes, such as ROM, RAM, magnetic or optical disks.
Finally, it should be noted that: the above embodiments are only used to illustrate the technical solution of the present invention, and not to limit the same; while the invention has been described in detail and with reference to the foregoing embodiments, it will be understood by those skilled in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; and the modifications or the substitutions do not make the essence of the corresponding technical solutions depart from the scope of the technical solutions of the embodiments of the present invention.
Claims (8)
1. A call route distribution method, comprising:
acquiring session state information of a mobile seat terminal; the session state information includes: network information and/or location information of the mobile seat terminal;
according to the session state information of the mobile seat terminal and the attribute factors of the virtual queues, the mobile seat terminal is associated to the virtual queues matched with the mobile seat terminal; the virtual queue is used for representing the set of the mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one;
receiving a call request from a user terminal, determining a virtual queue matched with the user type according to the user type contained in the call request, and selecting an idle mobile seat terminal in the virtual queue to process the call request of the user terminal;
if the session state information includes network information, associating the mobile seat terminal to a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and an attribute factor of the virtual queue, including:
acquiring network parameters corresponding to the network information attribute factors according to the network information of the mobile seat terminal;
calculating a weighted sum of the network parameters according to the network parameters and weights corresponding to the network parameters;
comparing the weighted sum with the network information attribute factor of the virtual queue, searching the virtual queue matched with the mobile seat terminal, and associating the mobile seat terminal into the virtual queue;
if the session state information includes location information, associating the mobile seat terminal to a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and an attribute factor of the virtual queue, including:
directly acquiring the position of the mobile seat terminal from the session state information;
calculating the distance between the position of the mobile seat terminal and a target position;
and comparing the distance with the range of the position information attribute factor, searching a virtual queue matched with the mobile terminal, and associating the mobile seat terminal into the virtual queue.
2. The method of claim 1, wherein the attribute factor comprises a network information attribute factor and/or a location information attribute factor;
before the associating the mobile seat terminal into the virtual queue matched with the mobile seat terminal, the method further includes:
configuring the range of the network parameters of the network information attribute factors and the weight corresponding to the network parameters; the network information attribute factor is the weighted sum of the network parameters; the network parameters comprise heartbeat timeout time, network time delay and network packet loss rate;
and configuring the range and the target position of the position information attribute factor, wherein the position information attribute factor is the distance between the position of the mobile seat terminal and the target position.
3. The method according to any one of claims 1-2, further comprising:
if other mobile seat terminals apply for adding into the virtual queue, whether the mobile seat terminals in the virtual queue have allocation calls is judged, if yes, the state of the virtual queue is set to be a pre-occupation state, the mobile seat terminals are added into a cache queue, and after the call allocation in the virtual queue is finished, the mobile seat terminals are added into the virtual queue from the cache queue.
4. The method according to any one of claims 1-2, further comprising:
if the mobile seat terminal does not belong to any virtual queue, dividing the mobile seat terminal into an escape hosting service queue, wherein the mobile seat terminal in the escape hosting service queue completes at least one of the following operations: logging in, logging out, showing busy or showing idle; the escape hosting service queue is used for representing a set of mobile seat terminals hosting services of the mobile seat terminals.
5. A mobile agent queue routing device, comprising:
the mobile access session management module is used for acquiring session state information of the mobile seat terminal; the session state information includes: network information and/or location information of the mobile seat terminal;
the virtual queue attribute factor module is used for associating the mobile seat terminal to a virtual queue matched with the mobile seat terminal according to the session state information of the mobile seat terminal and the attribute factor of the virtual queue; the virtual queue is used for representing the set of the mobile seat terminals of the same type; the attribute factor is used for representing the attribute of the virtual queue; the virtual queues correspond to the attribute factors one by one;
a call queuing and routing module for receiving a call request from a user terminal;
the mobile seat skill queue management module is used for determining a virtual queue matched with the user type according to the user type contained in the call request, and selecting an idle mobile seat terminal in the virtual queue to process the call request of the user terminal;
if the session state information includes network information, the virtual queue attribute factor module is specifically configured to:
acquiring network parameters corresponding to the network information attribute factors according to the network information of the mobile seat terminal;
calculating a weighted sum of the network parameters according to the network parameters and weights corresponding to the network parameters;
comparing the weighted sum with the network information attribute factor of the virtual queue, searching the virtual queue matched with the mobile seat terminal, and associating the mobile seat terminal into the virtual queue;
if the session state information includes location information, the virtual queue attribute factor module is specifically configured to:
directly acquiring the position of the mobile seat terminal from the session state information;
calculating the distance between the position of the mobile seat terminal and a target position;
and comparing the distance with the range of the position information attribute factor, searching a virtual queue matched with the mobile terminal, and associating the mobile seat terminal into the virtual queue.
6. The apparatus of claim 5, wherein the attribute factor comprises a network information attribute factor and/or a location information attribute factor;
the device further comprises:
the configuration management module is used for configuring the range of the network parameters of the network information attribute factors and the weight corresponding to the network parameters; the network information attribute factor is the weighted sum of the network parameters; the network parameters comprise heartbeat timeout time, network time delay and network packet loss rate;
and configuring the range and the target position of the position information attribute factor, wherein the position information attribute factor is the distance between the position of the mobile seat terminal and the target position.
7. A call center system, comprising:
the mobile seat queue routing device according to any of claims 5-6 and at least one mobile seat terminal.
8. The system according to claim 7, wherein the mobile agent terminal reports session status information to the mobile agent queue routing device in real time or periodically; the session state information includes: network information and/or location information of the mobile seat terminal.
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| CN201510282278.7A CN106303111B (en) | 2015-05-28 | 2015-05-28 | Call routing distribution method, device and system |
| PCT/CN2016/079201 WO2016188254A1 (en) | 2015-05-28 | 2016-04-13 | Call routing allocation method, device and system |
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| CN201510282278.7A CN106303111B (en) | 2015-05-28 | 2015-05-28 | Call routing distribution method, device and system |
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| CN107979591B (en) * | 2017-11-15 | 2020-11-06 | 深圳大希创新科技有限公司 | Multi-channel online control system and method for audio and video terminal |
| CN107730155A (en) * | 2017-11-24 | 2018-02-23 | 泰康保险集团股份有限公司 | Information distributing method and device, storage medium and electronic equipment |
| CN109257511A (en) * | 2018-09-27 | 2019-01-22 | 中国银行股份有限公司 | It is a kind of based on the mobile transaction processing method attended a banquet and system |
| CN110213450B (en) * | 2019-05-14 | 2021-04-23 | 长沙手之声信息科技有限公司 | Multi-center-based sign language online customer service distribution management method, device and system |
| CN112702429B (en) * | 2020-12-24 | 2021-08-31 | 中标慧安信息技术股份有限公司 | Multi-dimensional data processing method and system based on multi-node edge computing equipment |
| CN113890885B (en) * | 2021-08-23 | 2024-04-05 | 飞思未来(深圳)科技有限公司 | Internet of things control method and device for industrial personal computer and computer readable medium |
| CN114726956B (en) * | 2022-04-11 | 2024-03-19 | 中国联合网络通信集团有限公司 | Telephone incoming call processing method and device |
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