CN106357941B - Trustship type call center based on CTI technology - Google Patents
Trustship type call center based on CTI technology Download PDFInfo
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- CN106357941B CN106357941B CN201610939993.8A CN201610939993A CN106357941B CN 106357941 B CN106357941 B CN 106357941B CN 201610939993 A CN201610939993 A CN 201610939993A CN 106357941 B CN106357941 B CN 106357941B
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- call center
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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
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/10—Architectures or entities
- H04L65/1046—Call controllers; Call servers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/10—Architectures or entities
- H04L65/1053—IP private branch exchange [PBX] functionality entities or arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1101—Session protocols
- H04L65/1104—Session initiation protocol [SIP]
-
- 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
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- 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
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5237—Interconnection arrangements between ACD systems
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Multimedia (AREA)
- Computer Networks & Wireless Communication (AREA)
- Marketing (AREA)
- General Business, Economics & Management (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a kind of trustship type call center based on CTI technology, including central node and N number of branch node, the central node are connected with branch node by IP private network communication；It is the network call center framework an of high flexible that the present invention, which uses MdtiSite multinode framework, multiple independent call center's nodes can be connected, the network call center for forming a logic is whole, entire logical network call center may be implemented to be managed collectively, unified routing, unified monitoring, it interconnects between internal each node, it can mutually dial, switching and consulting, spilling transfer and the failure handling etc. of routing may be implemented, multinode framework provides flexible call center's long-distance disaster, load balancing scheme, support double centers disaster recovery and backup systems, it is the first choice of large-scale call center.
Description
Technical field
The invention belongs to call-center technology fields, are related to a kind of trustship type call center, specifically a kind of to be based on CTI skill
The trustship type call center of art.
Background technique
It is extremely strong to call center's business demand there are many large enterprise at present, it is concentrated mainly on finance, tourism, insurance
Etc. industries.But the demand percentage of call center of large enterprise is average only to account for the total market size 38.3%, a large amount of medium-sized and small enterprises do not have
There is a regular call center, a large amount of customer phone is there is can not connect or even miss in time, the electricity disputed on client
Words, which exist, does not record, and can not implement effectively to examine, level of customer service is low, it is difficult to implement effective management.Currently, I
The existing medium-sized and small enterprises amount of state oneself through more than 30,000,000, raised the management level, level of customer service and company operation efficiency
Demand is also very urgent.
Various call center products are irregular currently on the market, call center system investment, daily maintenance and enterprise
Demand customization is all the key factor for perplexing medium-sized and small enterprises and using call center products.As medium-sized and small enterprises are to own services management
Beneficial raising is said in horizontal requirement, it would be desirable to be able to have a set of perfect system effectively to implement, while to be faced with fund short for medium-sized and small enterprises
It lacks, the unfavorable factors such as talent's scarcity, so a set of zero investment and non-maintaining trustship type call center system is during domain meets
Small enterprise's self-demand.Medium-sized and small enterprises especially little Wei enterprise need to only possess a phone and add a common PC simultaneously can be directly
Target can be realized in connection internet.
Summary of the invention
The trustship type call center system based on CTI technology that the purpose of the present invention is to provide a kind of realizes enterprise to visitor
Effective management at family allows medium-sized and small enterprises to use the call center products of carrier class using the mode of zero construction investment, and
Exempt other many cost problems such as the maintenance in later period.
The purpose of the present invention can be achieved through the following technical solutions:
Trustship type call center based on CTI technology, including central node and N number of branch node, the central node
It is connected with branch node by IP private network communication；
The central node includes interchanger interconnected, ACD queue machine, cti server, ivr server, business
Server, media server, monitor terminal and N number of center agent；
The interchanger has subscriber phone incoming call, exhalation exchange and voice transmission capabilities；
The ACD queue machine provides calling access, Call- Control1 and telephony access function of attending a banquet for Call Center Platform
Can, intelligent queuing is carried out to calling, is divided again after distinguishing incoming call purpose to different caller incoming calls according to prior process design
It is assigned to center agent；
The cti server provides global resource management and manual service queuing, routing and condition monitoring function,
Support the check-in attended a banquet and Call- Control1；
The ivr server provides automation services function, provides Voice Navigation prompt, guidance for caller phone is visiting
The content that user selects service content and voice feedback user to be inquired, after client's incoming call, according to different industries Customer design
Process plays corresponding voice；
The media server provides the sound-recording function of call center, is realized by its session recording function and concentrates record
Sound, while the distributed recording for side of also supporting to attend a banquet；
Service server, including Application service element and Database Unit, the Application service element are answered for installing
With service software, receives cti server message and return to message, the Database Unit is used to store the business of call center
Data；
The monitor terminal is monitored for the working condition to center agent；
The center agent connects call center by relaying direct-connected mode；
The branch node includes that branch attends a banquet, and the branch attends a banquet through security firewall router with VPN net
The mode of network connection is connected to call center, obtains the various applications in call center.
Further, the cti server includes
Interface module, the access for application of being responsible for attending a banquet, acts on behalf of the access of agent client, and externally provides unified
Access entrance；
Monitor module, is monitored data operation；
CTI-Core module, for managing various types of resources；
And Route module, receive the routing and queuing request that CTI-core module is sent, then according to set strategy
With the random data in request, selection is suitably attended a banquet and is answered, or waits in line.
Further, the interchanger uses pbx switch.
Further, the ACD queue machine uses SoftACD queue machine, and the SoftACD queue machine is based on SIP
Unified Communication control.
Beneficial effects of the present invention: trustship type provided by the invention call center is using MdtiSite multinode framework
The network call center framework of one high flexible can connect multiple independent call center's nodes, form one
The network call center of logic is whole, and unified management, unified routing, unified prison may be implemented in entire logical network call center
Control interconnects between internal each node, can mutually dial, transfers and seek advice from, may be implemented routing spilling transfer and
Failure handling etc., multinode framework provide flexible call center's long-distance disaster, load balancing scheme, support double centers calamity standby
System is the first choice of large-scale call center.
Detailed description of the invention
Present invention is further described in detail in the following with reference to the drawings and specific embodiments.
Fig. 1 is system structure diagram of the invention.
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, it is obtained by those of ordinary skill in the art without making creative efforts all other
Embodiment shall fall within the protection scope of the present invention.
As shown in Figure 1, the present invention provides a kind of trustship type call center based on CTI technology, including central node and
Eight branch nodes, central node and branch node are connected by IP private network communication.
Central node includes interchanger interconnected, ACD queue machine, cti server, ivr server, business service
Device, media server, monitor terminal and eight center agents.
Interchanger has subscriber phone incoming call, exhalation exchange and voice transmission capabilities using pbx switch.
ACD queue machine, using SoftACD queue machine, the Unified Communication control based on SIP provides for Call Center Platform
Calling access, Call- Control1 and telephony access function of attending a banquet carry out intelligent queuing to calling, according to prior process design pair
Different caller incoming calls is redistributed to center agent after distinguishing incoming call purpose；It carries out unified session control by SIP, realizes
Voice, video and message are uniformly processed, while shielding the complexity of bottom-layer network, externally provide unified Call- Control1 mould
Type；SoftACD has powerful session control ability and networking capability, accesses traditional TDM voice by gateway, 3G is regarded
Frequently, docking for SIP or SIP-ISC directly can be carried out with NGN, IMS, the data-message of various isomeries is accessed by MMAG, it is such as short
Letter, multimedia message, mail etc., core is uniformly controlled using SIP and Dialog processing；The cooperation that SoftACD passes through media server
To provide media resource processing capacity abundant.
Cti server provides global resource management and manual service queuing, routing and condition monitoring function, supports to sit
The check-in of seat and Call- Control1；Cti server is the middleware platform formed a connecting link, and realizes calling to lower connection SoftACD
Access and monitoring provide the monitoring that interface realizes call information for computer system to upper, by realizing calling letter with circuit-switched data
The transmitting of breath gives the synchronizing informations such as incoming information, message registration, work log, recording file to computer operation system, realizes
Phone and computer it is integrated.
Cti server includes Interface module, Monitor module, Route module and CTI-Core module.
Interface module, the access for application of being responsible for attending a banquet, acts on behalf of the access of agent client, can be convenient and expanded
Exhibition, and unified access entrance is externally provided.
Monitor module is the module for being monitored data operation, and call event is synchronized to Monitor by CTI, by
Monitor is calculated, and real-time statistical data is obtained, and also can recorde the working condition attended a banquet, therefore can be used for monitoring,
The functions such as quality inspection.
CTI-Core module is the core of CT1 processing, for managing various types of resources, such as attend a banquet Entered state, thing
The control and processing of distribution, the session of part, the management of IVR resource etc. handle the request attended a banquet with IVR, record working condition
Etc..
Route module, is global a routing and queue module, it receives the routing and row that CTI-core module is sent
Then team's request is answered or other conjunctions according to, with circuit-switched data, selection is suitably attended a banquet in set strategy and request
Suitable behavior, such as waits in line.
Ivr server provides automation services function, using IP mode, provides Voice Navigation prompt for caller phone is visiting,
The content that guidance user selects service content and voice feedback user to be inquired, after client's incoming call, according to different industries, client is set
The process of meter plays corresponding voice；Ivr server receives the information of subscriber dialing keyboard input, realizes to call center data
The inquiry and input of library information material are important one of the tools in call center；The control of IVR is separated with media, and control is logical
Cti server realization is crossed, supports being uniformly controlled and handling for voice and video interaction；Its media uses the service of CMS amalgamation media
Device, provides media handling function abundant, including playback, collects the digits, the number of sending, recording, the function such as fax and TTS are integrated, ASR is integrated
Energy.
Media server provides the sound-recording function of call center, is realized by its session recording function and concentrates recording, simultaneously
Also it supports to attend a banquet the distributed recording of side；Session recording has the characteristics that real-time, reliable and is convenient for management, is serviced by SoftACD
Device control calling establishes connection with media server, passes through and establishes meeting progress audio mixing and recording.
Service server, including Application service element and Database Unit, Application service element is for installing application service
Software receives cti server message and returns to message, and Database Unit is used to store the business datum of call center, business number
According to including call center's setting, configuration and Various types of data CRM, FAQ etc..
Monitor terminal is monitored for the working condition to center agent, including monitor control index have: title of attending a banquet,
When work number, ringing number, the number of calls, call duration, effective call number, effective call duration, total ring duration, total queuing
Long, duration of always leaving unused always sets long busy, post-processing duration, finally signs and put the time, number of always attending a banquet in group of attending a banquet, idle number, work
Number, rest number and check out number.
Center agent, is operator attendance, including phone, PC and relevant management software kit, during center agent passes through
Call center is connected after direct-connected mode.
Branch node includes that branch attends a banquet, and branch attends a banquet through security firewall router in a manner of VPN network connection
It is connected to call center, obtains the various applications in call center.
Trustship type provided by the invention call center is the network of a high flexible using MdtiSite multinode framework
Multiple independent call center's nodes can be connected, form the network call center of a logic by call center's framework
Whole, unified management may be implemented in entire logical network call center, unification routes, unified monitoring, between internal each node
It interconnects, can mutually dial, transfer and seek advice from, spilling transfer and failure handling of routing etc., multinode frame may be implemented
Structure provides flexible call center's long-distance disaster, load balancing scheme, supports double centers disaster recovery and backup systems, is large-scale call center
First choice.
For convenience of description, various units are divided into function when describing apparatus above, module describes respectively.Certainly, exist
Implement to realize each unit, the function of module in the same or multiple software and or hardware when the application.
As seen through the above description of the embodiments, those skilled in the art can be understood that the application can
It realizes by means of software and necessary general hardware platform.Based on this understanding, the technical solution essence of the application
On in other words the part that contributes to existing technology can be embodied in the form of software products, the computer software product
It can store in storage medium, such as ROM/RAM, magnetic disk, CD, including some instructions are used so that a computer equipment
(can be personal computer, server or the network equipment etc.) executes each embodiment of the application or embodiment
Method described in certain parts.
Device embodiments described above are only schematical, wherein the unit as illustrated by the separation member
It may or may not be physically separated, component shown as a unit may or may not be physics list
Member, it can it is in one place, or may be distributed over multiple network units.It can be selected according to the actual needs
In some or all of the modules realize the purpose of present embodiment scheme.Those of ordinary skill in the art are not paying creation
Property labour in the case where, it can understand and implement.
The application can be used in numerous general or special purpose computing system environments or configuration.Such as: personal computer, service
Device computer, handheld device or portable device, laptop device, multicomputer system, microprocessor-based system, top set
Box, programmable consumer-elcetronics devices, network PC, minicomputer, mainframe computer, including any of the above system or equipment
Distributed computing environment etc..
The application can describe in the general context of computer-executable instructions executed by a computer, such as program
Module.Generally, program module includes routines performing specific tasks or implementing specific abstract data types, programs, objects, group
Part, data structure etc..The application can also be practiced in a distributed computing environment, in these distributed computing environments, by
Task is executed by the connected remote processing devices of communication network.In a distributed computing environment, program module can be with
In the local and remote computer storage media including storage equipment.
In the description of this specification, the description of reference term " one embodiment ", " example ", " specific example " etc. means
Particular features, structures, materials, or characteristics described in conjunction with this embodiment or example are contained at least one implementation of the invention
In example or example.In the present specification, schematic expression of the above terms may not refer to the same embodiment or example.
Moreover, particular features, structures, materials, or characteristics described can be in any one or more of the embodiments or examples to close
Suitable mode combines.
Above content is only to structure of the invention example and explanation, affiliated those skilled in the art couple
Described specific embodiment does various modifications or additions or is substituted in a similar manner, without departing from invention
Structure or beyond the scope defined by this claim, is within the scope of protection of the invention.
Claims (3)
1. the trustship type call center based on CTI technology, it is characterised in that: described including central node and N number of branch node
Central node is connected with branch node by IP private network communication；
The central node includes interchanger interconnected, ACD queue machine, cti server, ivr server, business service
Device, media server, monitor terminal and N number of center agent；
The interchanger has subscriber phone incoming call, exhalation exchange and voice transmission capabilities；
The ACD queue machine provides calling access, Call- Control1 and telephony access function of attending a banquet for Call Center Platform, right
Calling carries out intelligent queuing, distinguishes according to prior process design to different caller incoming calls in being redistributed to after sending a telegram here purpose
The heart is attended a banquet；
The cti server provides global resource management and manual service queuing, routing and condition monitoring function, supports
The check-in attended a banquet and Call- Control1；
The ivr server provides automation services function, provides Voice Navigation prompt for caller phone is visiting, guides user
The content that selection service content and voice feedback user are inquired, after client's incoming call, according to the process of different industries Customer design
Play corresponding voice；
The media server provides the sound-recording function of call center, is realized by its session recording function and concentrates recording, together
When also support to attend a banquet the distributed recording of side；
Service server, including Application service element and Database Unit, the Application service element is for installing application clothes
Business software receives cti server message and simultaneously returns to message, and the Database Unit is used to store the business number of call center
According to；
The monitor terminal is monitored for the working condition to center agent；
The center agent connects call center by relaying direct-connected mode；
The branch node includes that branch attends a banquet, and the branch, which attends a banquet, to be connected by security firewall router with VPN network
The mode connect is connected to call center, obtains the various applications in call center；
The cti server includes
Interface module, the access for application of being responsible for attending a banquet, acts on behalf of the access of agent client, and externally provide unified visit
Ask entrance；
Monitor module, is monitored data operation；
CTI-Core module, for managing various types of resources；
And Route module, receive the routing and queuing request that CTI-core module is sent, then according to set strategy and asks
Random data in asking, selection is suitably attended a banquet and is answered, or waits in line.
2. the trustship type call center according to claim 1 based on CTI technology, it is characterised in that: the interchanger
Using pbx switch.
3. the trustship type call center according to claim 1 based on CTI technology, it is characterised in that: the ACD is lined up
Machine uses SoftACD queue machine, and the SoftACD queue machine is controlled based on SIP Unified Communication.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201610939993.8A CN106357941B (en) | 2016-10-25 | 2016-10-25 | Trustship type call center based on CTI technology |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201610939993.8A CN106357941B (en) | 2016-10-25 | 2016-10-25 | Trustship type call center based on CTI technology |
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| CN106357941A CN106357941A (en) | 2017-01-25 |
| CN106357941B true CN106357941B (en) | 2019-01-15 |
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Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108632478B (en) * | 2017-03-24 | 2021-01-26 | 北京京东尚科信息技术有限公司 | Method and device for counting call details, electronic equipment and readable storage medium |
| CN110278334A (en) * | 2018-03-14 | 2019-09-24 | 北京京东尚科信息技术有限公司 | Assign the method and apparatus of call request |
| CN108933871B (en) * | 2018-07-12 | 2021-09-28 | 平安科技（深圳）有限公司 | Call center incoming call traffic routing method, device and system |
| CN112261235B (en) * | 2020-10-22 | 2022-02-18 | 中邮科通信技术股份有限公司 | Cloud call center platform based on FreeWITCH |
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| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
| EP1349344A2 (en) * | 2002-02-25 | 2003-10-01 | Broadcom Corporation | Late frame recovery method |
| CN103269344A (en) * | 2013-05-30 | 2013-08-28 | 中国移动通信集团黑龙江有限公司 | Pure IP calling system based on a cloud computing platform and IMS network architecture |
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2016
- 2016-10-25 CN CN201610939993.8A patent/CN106357941B/en active Active
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP1349344A2 (en) * | 2002-02-25 | 2003-10-01 | Broadcom Corporation | Late frame recovery method |
| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
| CN103269344A (en) * | 2013-05-30 | 2013-08-28 | 中国移动通信集团黑龙江有限公司 | Pure IP calling system based on a cloud computing platform and IMS network architecture |
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