CN106331385A - 95598 call center pressure test system and method based on SIP relay - Google Patents
95598 call center pressure test system and method based on SIP relay Download PDFInfo
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- CN106331385A CN106331385A CN201610695847.5A CN201610695847A CN106331385A CN 106331385 A CN106331385 A CN 106331385A CN 201610695847 A CN201610695847 A CN 201610695847A CN 106331385 A CN106331385 A CN 106331385A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
- H04M3/362—Traffic simulation
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
Abstract
The invention discloses a 95598 call center pressure test system and method based on SIP relay. The method comprises the following steps: connecting an SBC session border control module of a call center, and establishing SIP-based on-line communication with the call center; establishing four test items based on load type of the call center, call center service flows corresponding to the four test items being: SBC-IVR/CTI, SBC-IVR/CTI-Alcatel OXE-manual service agents, SBC-IVR/CTI-service query and hybrid service, and establishing a corresponding test script for each test item; carrying out the test scripts in mass, establishing a big user call concurrent call-incoming call center, and receiving response returned by the call center, and monitoring operating state of each path of communication; and according to the operating states of all communications, obtaining performance index of each test item. The platform performance indexes of the call center under different load models can be measured through the method, and the system and method provide powerful support for performance bottleneck analysis and upgrading and reconstruction of the 95598 call center.
Description
Technical field
The present invention relates to communication technology technical field of measurement and test, be specifically related to a kind of 95598 call centers based on SIP trunk
Pressure testing system and method.
Background technology
Call center (call center) is also known as Customer Service Center, and it is in the call based on telephony access
The heart, be built upon Computers and Communication integrated (computer telecommunication integration, CTI) technology it
On muiti-media network management system.Call center, by being optimized information, concentrates and realizes linking up, servicing and produce commander
Etc. function, effectively provide high-quality, high efficiency, comprehensive service for client.For adapting to Power grid commercial operation needs, open
Opening up electricity market, various places electric power enterprise started to introduce developed country's power marketing service theory in recent years, used modern communication networks
Network technology, sets up modern electric Customer Service Center 95598 information system.
Along with the in-depth construction of " three collection five big " system, State Grid Corporation of China 95598 call centers are proposed intensive,
The requirement of scale operation, determines to implement centralized 95598 call center services patterns.Along with 95598 business integrations, the most entirely
The call business of net 26 provinces and cities focuses on base, north and south Liang Ge service centre and processes.Liang Ge Customer Service Center has each concentrated ten
Several provinces and cities telephone traffic, higher to the performance requirement of system platform, and 95598 traffic curves are in plateau at ordinary times,
When having the accidents such as massive blackout, telephone traffic can be uprushed, and this more tests 95598 call platforms and accesses at experience Bulk Call
Time stability and reliability.
In order to ensure stability and the reliability of 95598 call center systems, this guarantees in emergency situations and saturated service
Under can normally work, this needs to carry out stress test, fully understands systematic function, expose the systematic function that may cause in advance therefore
The hidden danger of barrier.
Summary of the invention
It is an object of the invention to overcome deficiency of the prior art, it is provided that a kind of 95598 callings based on SIP trunk
Center pressure test system and method, the 95598 Call Center Platform performances recorded under different loads model by the method are referred to
Mark, is the performance bottleneck analysis of 95598 call centers and upgrading provides strong support.
For solving above-mentioned technical problem, the invention provides a kind of 95598 call center's stress tests based on SIP trunk
System, is characterized in that, including communication unit, test item creating unit, calling transmitting element, talking state monitor unit and result
Identifying unit；
Described communication unit, for setting up online communication based on Session Initiation Protocol with call center；
Described test item creating unit, for setting up the test item of each operation flow in corresponding call center respectively, for each
Test item creates the corresponding test script operation flow with traversal correspondence；
Described calling transmitting element, for performing the test script of each test item respectively, creates high-volume calling concurrent
Send to call center；
Described talking state monitor unit, returns for receiving call center during call traverses correspondence operation flow
Response, obtain and show each road converse running status；
Described result identifying unit, for judging corresponding according to the running status of calls all in each test item respectively
Performance indications.
Further, the operation flow of call center include between SBC and IVR/CTI, SBC-IVR/CTI-
AlcatelOXE turns operator attendance, SBC-IVR/CTI-turns service inquiry and mixed service.
Further, performance indications include CAPS value, BHCA value and the most online maximum number.
Accordingly, a kind of based on SIP trunk 95598 call center's method for testing pressure of the present invention, it is characterized in that, bag
Include following steps；
Step one, connects the SBC session-orient E-Service module of call center, sets up based on Session Initiation Protocol with call center
Online communication；
Step 2, loadtype based on call center sets up four test items, the calling that four test items are the most corresponding
Center service flow process is: between SBC and IVR/CTI, SBC-IVR/CTI-AlcatelOXE turn operator attendance, SBC-IVR/CTI-
Turn service inquiry and mixed service, create corresponding test script to travel through corresponding operation flow for each test item；
Step 3, high-volume performs the test script of each test item respectively, creates large user and calls concurrent incoming call
Center, receives the response that call center returns during call traverses correspondence operation flow, monitors that the call of each road runs shape
State；
Step 4, according to the running status of calls all in each test item, it is determined that the CAPS value of each test item, BHCA value
Number the most online with maximum.
Further, the test script editing process of each test item is, first configuration call number and calling IP address,
Converse in the every road of INVITE, the voice message sound that then voice match call center returns, and simulation DTMF button selects, traversal
Each operation flow of call center, between arranging during call hold, the last air time to BYE terminates call.
Further, the call at concurrent incoming call center is per second sends at least 5000.
Compared with prior art, the present invention is reached to provide the benefit that: the present invention builds based on call center's operation flow
Vertical four test items, create large user and call concurrent incoming call center, travel through each operation flow, obtain each test item
Performance indications, effectively achieve employing objective appraisal means and comment 95598 call center system capacity and disposal ability
Valency, fully understands systematic function, exposes the hidden danger of the systematic function fault that may cause in advance, it is ensured that 95598 call centers exist
Can normally work under emergency situations and saturated service, promoting for this platform property provides foundation.
Accompanying drawing explanation
Fig. 1 is the network structure of 95598 call centers in prior art.
Fig. 2 is the test topology figure of call center of the present invention.
Fig. 3 is the Scripting Edition flow chart of the present invention.
Fig. 4 is the SIP trunk protocol interaction figure of the present invention.
Fig. 5 is the testing procedure FB(flow block) of the present invention.
Detailed description of the invention
The invention will be further described below in conjunction with the accompanying drawings.Following example are only used for clearly illustrating the present invention
Technical scheme, and can not limit the scope of the invention with this.
In prior art, the network structure of 95598 call center systems of power system is as it is shown in figure 1, include operator
Switch, SBC session-orient E-Service module (being called for short SBC), IVR automatic voice responding module (being called for short IVR), CTI regulate and control integrated
Module (be called for short CTI), Alcatel OXE switch (including auto-calling distribution module, be called for short ACD), artificial service system and
Service query system, wherein provider switch is connected SBC session-orient E-Service module based on Session Initiation Protocol, and user calls warp
Provider switch uses Session Initiation Protocol to send out and passes to SBC session-orient E-Service module, and SBC session-orient E-Service module is to calling
Carrying out passing to IVR automatic voice responding module after SIP planningization processes, IVR automatic voice responding module provides automatic speech
Interactive services, the offer incoming call answer service that interactively enters based on user services with actively exhalation, and CTI regulation and control integration module carries
For call state transmission and control, calling being transferred to Alcatel OXE switch, Alcatel OXE switch is according to user
The incoming call demand of input is by calling connection artificial service system or service query system, and wherein artificial service system includes queuing mould
Block and attending a banquet, missed call, for ranking incoming call, deposited in buffer area according to incoming call time sequencing by queue module, and one
Denier detects that idle seating, distribution calling connection are attended a banquet.
From the foregoing, 95598 call centers are the service architectures of a kind of serial in prior art, it is divided into three kinds of load moulds
Type:
1, calling turns operator attendance, and calling is through provider switch > SBC > IVR/CTI > Alcatel OXE
> PBX queue up and attend a banquet.
2, calling turns self-assisted voice service inquiry, and calling is through provider switch > SBC > IVR/CTI > business
Inquiry service.
3, mixed model, support call simultaneously turns operator attendance and calling turns service inquiry.
Stress test is to calculate bottleneck that call center system applies under Bulk Call or can bear
Limit load, determine the disposal ability of system, thus ensure properly functioning under actual pressure of system.The property of stress test
Can index generally use three below parameter to weigh: busy hour call amount (BHCA), per second set up call number (CAPS) and prop up
Hold the most online number of user's maximum.BHCA mainly tests content: within an hour, and system can set up the absolute of call connection
Quantitative value, it reflects the combination property of the software and hardware of equipment.BHCA value is finally presented as that CAPS (per second sets up calls
Amount), computing formula is: BHCA=CAPS*3600.A BHCA and CAPS two indices substantially concept, only needs test
CAPS.Maximum attends a banquet number or call center's maximum can support how many users simultaneously to support user's maximum simultaneously online number to refer to
Access, namely maximum telephone traffic.Telephone traffic formula is: A=CAPS*Time, A are telephone traffics, and TIME is that per call is average
Taking duration, unit is the second.The such as call center number of calls of at most can setting up per second is 20 times, when each call averagely takies
A length of 30 seconds, then the open ended maximum telephone traffic in call center is 600.Attend a banquet build because each traffic is required for one
Vertical, so the corresponding supported maximum in call center is attended a banquet, number is 600.
A kind of based on SIP trunk 95598 call center's pressure testing systems of the present invention, call center is as tested system
System, pressure testing system includes, including communication unit, test item creating unit, calling transmitting element, talking state monitor unit
With result identifying unit；
Described communication unit, for setting up online communication based on Session Initiation Protocol with call center；
Described test item creating unit, for setting up the test item of each operation flow in corresponding call center respectively, for each
Test item creates the corresponding test script operation flow with traversal correspondence；
Described calling transmitting element, for performing the test script of each test item respectively, creates high-volume calling concurrent
Send to call center；
Described talking state monitor unit, returns for receiving call center during call traverses correspondence operation flow
Response, obtain and show each road converse running status；
Described result identifying unit, for judging corresponding according to the running status of calls all in each test item respectively
Performance indications.
Further, the operation flow of call center include between SBC and IVR/CTI, SBC-IVR/CTI-Alcatel
OXE turns operator attendance, SBC-IVR/CTI-turns service inquiry and mixed service.
A kind of based on SIP trunk 95598 call center's method for testing pressure of the corresponding present invention, as it is shown in figure 5, bag
Include following steps；
Step one, connects the SBC session-orient E-Service module of call center, sets up based on Session Initiation Protocol with call center
Online communication.
First test environment is built, as in figure 2 it is shown, exchange with the operator in test system replacement call center system
Machine, direct-connected with SBC, simulate 95598 call requests entered from provider switch, call with Session Initiation Protocol mode incoming call 95598
Centring system, the whole call flow of traversal call center.
Communication unit is including at least the SBC interconnection of two network interfaces with call center, and the IP address of two network interfaces is arranged
Difference, purpose IP can configure the IP of same SBC, it is also possible to differently configured IP address.
Step 2, loadtype based on call center sets up four test items, the calling that four test items are the most corresponding
Center service flow process is: between SBC and IVR/CTI, SBC-IVR/CTI-Alcatel OXE turn operator attendance, SBC-IVR/
CTI-turns service inquiry and mixed service, creates corresponding test script to travel through corresponding operation flow for each test item.
In the service mode of 95598 call centers, it is the structure of a kind of serial, in conjunction with the load module of call center,
Integrated testability is divided into four test subitems, is respectively as follows:
1) performance indications between test SBC and IVR/CTI, i.e. test call turns the CAPS between SBC and IVR/CTI
The most online number of value, BHCA value and maximum, main test IVR/CTI performance based on Session Initiation Protocol.
2) test SBC-IVR/CTI-Alcatel OXE turns the performance indications of operator attendance, i.e. test call turns SBC-
IVR/CTI-Alcatel OXE turns the CAPS value between operator attendance, BHCA value and the most online maximum number.
3) test the performance indications of SBC-IVR/CTI-self-assisted voice service inquiry, i.e. test call turns SBC-IVR/CTI-
Turn the CAPS value between service inquiry, BHCA value and the most online maximum number.
4) performance index value of test mixing business, i.e. configures two groups of users and initiates respectively to turn operator attendance calling with self-service
Speech business query call, test CAPS value, BHCA value and the most online maximum number.
Test script program according to call center's each test item of operation flow editor, it is known that call communication follows SIP
Agreement, utilizes INVITE and BYE set up and discharge multiple calling in shell script, and every road Invite represents a user, mould
Intending subscriber dialing " 95598 ", the flow chart of test script is as it is shown on figure 3, the operation flow detailed process of each test item is:
1) the mark test script that between editor's test SBC and IVR/CTI, performance refers to: first arranging called number is 95598, quilt
Making end IP be set to the IP address of call center SBC, INVITE sets up after calling 95598, voice match call center end is passed back
" welcome " after, simulation dtmf dialing enters next step by " #1 ", then voice match call center end pass back " language selects
Select ", simulation dtmf dialing " #1 " selects Chinese, calling to be passed to IVR/CTI module, until actively sending BYE to terminate call.
2) editor's test SBC-IVR/CTI-Alcatel OXE turns the test script of operator attendance performance indications: corresponding negative
Carrying model 1, first arranging called number is 95598, and called end IP is set to the IP address of call center SBC, and INVITE sets up and exhales
Cry after 95598, after " welcome " that voice match call center end is passed back, simulation dtmf dialing enters next step by " #1 ", voice
" speech selection " that match calls center-side is passed back, simulation dtmf dialing " #1 " selects Chinese, calling to be transferred into IVR/CTI mould
Block, by IVR/CTI module configuration route, " main menu " that voice match call center end is passed back, simulation dtmf dialing " #2 " choosing
Select operator attendance, calling is proceeded to Alcatel OXE, Alcatel OXE attending a banquet of free time is distributed in calling, call is set
Retention time, until actively sending BYE to terminate call.
3) test script of editor's test SBC-IVR/CTI-service inquiry performance indications: corresponding load module 2, configures quilt
Code of calling out the numbers is 95598, and called end IP is set to the IP address of call center SBC, after INVITE sets up calling 95598, and voice
After joining " welcome " that call center's end is passed back, simulation dtmf dialing enters next step by " #1 ", and voice match call center end passes
" speech selection " returned, simulation dtmf dialing " #1 " selects Chinese, calling to be transferred into IVR/CTI module, by IVR/CTI module
Configuration route, " main menu " that voice match call center end is passed back, simulation dtmf dialing " #1 " selects self-assisted voice business to look into
Ask service, calling is proceeded to service inquiry service, " main menu " that voice match call center end is passed back, simulates dtmf dialing " #
1 " service of self-assisted voice service inquiry is selected, between arranging during call hold, until actively sending BYE to terminate call.
4) test script of editor's test mixing service feature desired value: corresponding load module 3, is respectively configured step 2) and
3) two kinds of test scripts in, give two groups of users, and two groups of users initiate calling to tested 95598 call centers simultaneously.
Step 3, high-volume performs the test script of each test item respectively, creates large user and calls concurrent incoming call
Center, receives the response that call center returns during call traverses corresponding service flow process, monitors that the call of each road runs shape
State；
Perform the test script that edits of above step, initiate large user's calling to call center, per second send at least
5000 invite.
Fig. 4 showing, analog subscriber makes a call to the interacting message of 95598 turns of operator attendances, performs the invite that test script starts
Call and be forwarded to IVR/CTI through SBC conversion IP address (realizing nat feature, the screening of calls central interior network architecture), pass through
IVR voice Self-Service, simulation dtmf dialing selects to turn and is manually sent to IVR/CTI, Alcatel OXE route user's
Call request is transmitted to attend a banquet, it is achieved call；After call keeps the time set, until test script sends BYE and terminates call.
Receive the call running status response that call center returns simultaneously, obtain each road call running status, call fortune
Row state mainly includes that the call of every road is the most normal, the time delay of call, shake.Time delay and the shake of call are used to judge voice
Speech quality.Wherein voice call quality is subjective analysis, it is thus achieved that MOS value, and this MOS model analysis belongs to prior art.
Step 4, according to the running status of all calls of each test item, it is thus achieved that the CAPS value of each test item, BHCA
Value and the most online maximum number.
Add up the success rate of communication of large user's concurrent call, voice call quality in each test item, it is thus achieved that each test
CAPS value and the maximum of item count the most online.
First intended CAPS value is set, performs step 3, determine concurrent call quantity according to CAPS value, if all
Success rate and the voice call quality of call meet the requirements, and just explanation reaches this CAPS value, is then gradually increased concurrent call
Quantity, until call loss (success rate of call and voice call quality) reaches minimum standards, concurrent call quantity the most now is i.e.
For CAPS value.The most online maximum number and BHCA value, obtain according to CAPS value.
A kind of based on SIP trunk 95598 call center's pressure testing system and the methods that the present invention proposes, by electricity
In Force system, actual test has carried out substantial amounts of experimental verification effectiveness of the invention and stability.The present invention is easily achieved,
And it is stable and reliable for performance.The present invention sets up four test items, concurrent incoming call center, traversal based on call center's operation flow
Each operation flow, obtains the performance indications of each test item, effectively achieves employing objective appraisal means to 95598 callings
Centring system capacity and disposal ability are evaluated, and fully understand systematic function, expose the systematic function event that may cause in advance
The hidden danger of barrier, it is ensured that 95598 call centers can normally work under emergency situations and saturated service, carries for this platform property
For foundation.
The above is only the preferred embodiment of the present invention, it is noted that for the ordinary skill people of the art
For Yuan, on the premise of without departing from the technology of the present invention principle, it is also possible to make some improvement and modification, these improve and modification
Also should be regarded as protection scope of the present invention.
Claims (5)
1. 95598 call center's pressure testing systems based on SIP trunk, is characterized in that, including communication unit, test item
Creating unit, calling transmitting element, talking state monitor unit and result identifying unit；
Described communication unit, for setting up online communication based on Session Initiation Protocol with call center；
Described test item creating unit, for setting up the test item of each operation flow in corresponding call center respectively, for each test
Item creates the corresponding test script operation flow with traversal correspondence；
Described calling transmitting element, for performing the test script of each test item respectively, creates high-volume calling and concurrently sends
To call center；
Described talking state monitor unit, for receiving the sound that call center returns during call traverses correspondence operation flow
Should, obtain and show each road call running status；
Described result identifying unit, for respectively according to the running status corresponding performance of judgement of calls all in each test item
Index.
A kind of 95598 call center's pressure testing systems based on SIP trunk the most according to claim 1, is characterized in that,
The operation flow of call center includes between SBC and IVR/CTI, SBC-IVR/CTI-AlcatelOXE turns operator attendance, SBC-
IVR/CTI-turns service inquiry and mixed service.
A kind of 95598 call center's pressure testing systems based on SIP trunk the most according to claim 1, is characterized in that,
Performance indications include CAPS value, BHCA value and the most online maximum number.
4. 95598 call center's method for testing pressure based on SIP trunk, is characterized in that, comprise the following steps；
Step one, connects the SBC session-orient E-Service module of call center, sets up based on Session Initiation Protocol online with call center
Communication；
Step 2, loadtype based on call center sets up four test items, the call center that four test items are the most corresponding
Operation flow is: between SBC and IVR/CTI, SBC-IVR/CTI-AlcatelOXE turns operator attendance, SBC-IVR/CTI-is transferred to civilian work
Business inquiry and mixed service, create corresponding test script to travel through corresponding operation flow for each test item；
Step 3, high-volume performs the test script of each test item respectively, creates large user and calls concurrent incoming call center,
During call traverses correspondence operation flow, receive the response that call center returns, monitor each road call running status；
Step 4, according to the running status of calls all in each test item, it is determined that the CAPS value of each test item, BHCA value and
Count online during Datong District.
A kind of 95598 call center's method for testing pressure based on SIP trunk the most according to claim 4, is characterized in that,
The call at concurrent incoming call center is per second sends at least 5000.
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| CN108989583B (en) * | 2018-08-10 | 2021-08-31 | 携程旅游信息技术（上海）有限公司 | Pressure testing method and system for call center, electronic equipment and storage medium |
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| CN110198256B (en) * | 2019-06-28 | 2020-11-27 | 上海智臻智能网络科技股份有限公司 | Client terminal core number determining method and device, storage medium and terminal |
| CN111464363A (en) * | 2020-04-14 | 2020-07-28 | 中国银行股份有限公司 | Performance test method, device and system of self-service voice service system |
| CN112866063A (en) * | 2021-02-19 | 2021-05-28 | 上海中通吉网络技术有限公司 | SIP protocol pressure measurement tool based on Jmeter |
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