CN106412351A - Cluster architecture system for call center - Google Patents
Cluster architecture system for call center Download PDFInfo
- Publication number
- CN106412351A CN106412351A CN201610905335.7A CN201610905335A CN106412351A CN 106412351 A CN106412351 A CN 106412351A CN 201610905335 A CN201610905335 A CN 201610905335A CN 106412351 A CN106412351 A CN 106412351A
- Authority
- CN
- China
- Prior art keywords
- media server
- end system
- call center
- server
- media
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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Classifications
-
- 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
Abstract
The invention discloses a cluster architecture system for a call center. The system comprises a front-end system and a plurality of media servers. The front-end system is used for registering multiple telephones. The front-end system is also used for selecting a target media server from the plurality of media servers when an outgoing call is received, and sending the outgoing call to the target media server. The target media server is used for sending a feedback signal to the front-end system. The front-end system is used for searching a target telephone according to the feedback signal and allocating the outgoing call to the target telephone for putting through. The target media server is also used for processing media exchange in a call processing process. According to the cluster architecture system for the call center provided by the invention, high performance and high reliability are satisfied; the cluster architecture is telescopic architecture; the system is applicable to a department with low quantity and the department with high quantity; and the rapid service increase of a company can be satisfied.
Description
Technical field
The present invention relates to a kind of call-center technology field, more particularly to a kind of aggregated structure system of call center.
Background technology
The ability of Dan Tao call center far can not meet the rapid growth of portfolio, the seat quantity of company at present
In rapid growth, accordingly, it would be desirable to design a set of framework that disclosure satisfy that high-performance and highly reliable call center.
Content of the invention
The technical problem to be solved in the present invention is to overcome the ability of prior art Zhong Dantao call center much
The defect of the rapid growth of portfolio can not be met, a kind of aggregated structure system of call center is provided.
The present invention is to solve above-mentioned technical problem by following technical proposals：
The invention provides a kind of aggregated structure system of call center, its feature is, including front-end system and some
Media server；
Described front-end system is used for registering multiple phones, and described front-end system is additionally operable to when receiving outer calling telephone, from
Choose a target medium server in described some media servers, and described outer calling telephone is sent to described target medium clothes
Business device；
Described target medium server is used for sending a feedback signal to described front-end system, and described front-end system is used for root
Search a target telephone according to feedback signal, and described outer calling telephone is distributed connected to described target telephone, described target
Media server is additionally operable to process the exchange of media in communication process.
It is preferred that described some media servers include main media server and backup media server；
Described front-end system is additionally operable to detect the current state of main media server, delays machine when main media server is detected
Afterwards, outer calling telephone is sent to backup media server.
It is preferred that described front-end system is used for the current state by media server main described in heartbeat detection.
It is preferred that described front-end system is used for being sent described outer calling telephone to described target matchmaker according to load-balancing algorithm
Body server.
It is preferred that described exchange of media includes voice flow exchanging.
It is preferred that described media server is used for carrying out DTMF (Dual Tone Multi Frequency, dual-tone multifrequency)
Conversion between the collection of signal and decoding, the transmission of recorded announcement, different encoding and decoding algorithm, automatic speech synthesis, dynamic language
At least one in sound broadcasting and recording, the generation and transmission and the conservation of resources and management of message number.
The positive effect of the present invention is：The aggregated structure of the call center of the present invention disclosure satisfy that high-performance and height
Reliable, and aggregated structure is telescopic framework, can meet the few department of quantity and use, can meet a lot of portion of quantity
Door is using such that it is able to meet the business rapid growth of company.
Brief description
Fig. 1 is the module diagram of the aggregated structure system of call center of presently preferred embodiments of the present invention.
Specific embodiment
Further illustrate the present invention below by the mode of embodiment, but therefore do not limit the present invention to described reality
Apply among a scope.
As shown in figure 1, the aggregated structure system of the call center of the present invention includes front-end system 1 and some media servers
2；Described front-end system 1 is used for registering multiple phones, and described front-end system 1 is additionally operable to when receiving outer calling telephone, from described
Choose a target medium server in some media servers 2, and described outer calling telephone is sent to described target medium service
Device；Described target medium server is used for sending a feedback signal to described front-end system 1, and described front-end system 1 is used for basis
Feedback signal searches a target telephone, and described outer calling telephone is distributed is connected to described target telephone, described target matchmaker
Body server is additionally operable to process the exchange of media in communication process.
In the present invention, described front-end system 1 achieves registration service and route service, when phone starts post-registration front
Put in system, after phone is registered in front-end system, front-end system can by finding phone from registration table, and pass through preposition
The corresponding phone of system calling；Wherein, described front-end system 1 can according to load-balancing algorithm by described outer calling telephone send to
Described target medium server；
Described load-balancing algorithm specifically includes：Media server is done the numbering from 1 beginning, media server is to the maximum
10, obtain extension and be up to 2 bit digital, obtain the address of media server according to highest 2 bit digital, by outgoing call electricity
Words give corresponding media server.If this outgoing call telephone caller or called existed take on the telephone, this is led to
Telephone load can be entered by identical media server in the media server having used, the affairs of such identical extension set
Row is processed.
Described media server is used for processing exchange of media (predominantly voice flow exchange) in communication process, and have with
Lower function：
Support collection and the decoding of dtmf signal：The regulation of the relevant operational parameter sent according to control device, from DTMF
Dtmf signal is received on phone, encapsulation is transferred to control device in the signaling；
The transmission of recorded announcement：According to the requirement of control device, led to the recording that the voice of regulation plays regulation to user
Know；
Meeting：Support that the audio frequency that multiple RTP (Real-time Transport Protocol, RTP) flow mixes
Close function, support the audio mixing of different coding form；
Conversion between different coding algorithm：Support G.711, G.723, the multi-language coding-decoding algorithm such as G.729, and can
Realize the conversion between encoding and decoding algorithm；
Automatic speech synthesizes：Some phonetic element or field level are linked up and constitutes a complete voice message notice
(fixing or variable)；
Dynamic voice is play and is recorded：As music keeps, Follow-me voice service etc.；
The generation of message number and transmission：Can provide the basic letter such as dialing tone, busy tone, ring-back tone, stand by tone and number unobtainable tone
Number sound；
The conservation of resources and management：With locally, remotely two ways, provide maintenance to media resource and equipment itself,
Management, such as data configuration, fault management；
Described some media servers can be divided into main media server and backup media server, and (particular number can root
It is configured according to needs), described front-end system is additionally operable to detect the current state of main media server, takes when main media is detected
Business device is delayed after machine, and outer calling telephone is sent to backup media server.
Specifically, described front-end system passes through the current state of main media server described in heartbeat detection, when heartbeat disconnects
The machine then it is assumed that main media server is delayed afterwards, after main media server delays machine, then subsequently should be sent to main media server
Outer calling telephone just send to backup media server, by backup media server adapter service.When needs take to main media
Business device is when carrying out the work such as release upgrade, can be manually by call migration to backup media server, when release upgrade terminates
Afterwards, then can again call migration be returned on main media server.
Present invention achieves by the media handling in call center and acd (automatically calling distributing equipment) and meeting and ivr
(interactive voice answering) modularization, can dispose media handling and acd and ivr server with clustering.The present invention is permissible at present
Issue demand whole in the heart in support call, supports about to issue nearly 100 times daily.
Although the foregoing describing the specific embodiment of the present invention, it will be appreciated by those of skill in the art that these
It is merely illustrative of, protection scope of the present invention is defined by the appended claims.Those skilled in the art is not carrying on the back
On the premise of the principle and essence of the present invention, various changes or modifications can be made to these embodiments, but these changes
Each fall within protection scope of the present invention with modification.
Claims (6)
1. a kind of aggregated structure system of call center is it is characterised in that include front-end system and some media servers；
Described front-end system is used for registering multiple phones, and described front-end system is additionally operable to when receiving outer calling telephone, from described
Choose a target medium server in some media servers, and described outer calling telephone is sent to described target medium service
Device；
Described target medium server is used for sending a feedback signal to described front-end system, and described front-end system is used for according to anti-
Feedback signal searches a target telephone, and described outer calling telephone is distributed is connected to described target telephone, described target medium
Server is additionally operable to process the exchange of media in communication process.
2. the aggregated structure system of call center as claimed in claim 1 is it is characterised in that described some media server bags
Include main media server and backup media server；
Described front-end system is additionally operable to detect the current state of main media server, when detect main media server delay machine after,
Outer calling telephone is sent to backup media server.
3. the aggregated structure system of call center as claimed in claim 2 is it is characterised in that described front-end system is used for passing through
The current state of main media server described in heartbeat detection.
4. the aggregated structure system of call center as claimed in claim 1 is it is characterised in that described front-end system is used for basis
Load-balancing algorithm sends described outer calling telephone to described target medium server.
5. the aggregated structure system of call center as claimed in claim 1 is it is characterised in that described exchange of media includes voice
Stream exchanges.
6. call center as claimed in claim 1 aggregated structure system it is characterised in that described media server be used for into
Conversion between the collection of row dtmf signal and decoding, the transmission of recorded announcement, different encoding and decoding algorithm, automatic speech synthesis,
At least one in dynamic voice broadcasting and recording, the generation and transmission and the conservation of resources and management of message number.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610905335.7A CN106412351A (en) | 2016-10-17 | 2016-10-17 | Cluster architecture system for call center |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610905335.7A CN106412351A (en) | 2016-10-17 | 2016-10-17 | Cluster architecture system for call center |
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| CN106412351A true CN106412351A (en) | 2017-02-15 |
Family
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
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| CN201610905335.7A Pending CN106412351A (en) | 2016-10-17 | 2016-10-17 | Cluster architecture system for call center |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106899772A (en) * | 2017-02-21 | 2017-06-27 | 深圳市彬讯科技有限公司 | The distributed equally loaded control method and calling system of a kind of calling service |
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| CN101217353A (en) * | 2007-01-05 | 2008-07-09 | 深圳市科陆电子科技股份有限公司 | A control method on multi-point dual redundancy system of call center |
| CN101631171A (en) * | 2008-07-18 | 2010-01-20 | 中兴通讯股份有限公司 | Call center system and artificial service realizing method thereof |
| US20140233721A1 (en) * | 2009-11-19 | 2014-08-21 | Genesys Telecommunications Laboratories, Inc. | System and methods for selecting a dialing strategy for placing an outbound call |
| CN105847427A (en) * | 2016-05-20 | 2016-08-10 | 上海携程商务有限公司 | Call center telephone traffic distribution system and method |
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2016
- 2016-10-17 CN CN201610905335.7A patent/CN106412351A/en active Pending
Patent Citations (5)
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| CN101005539A (en) * | 2006-01-19 | 2007-07-25 | 北京讯鸟软件有限公司 | Calling center service system and service method based on key work search |
| CN101217353A (en) * | 2007-01-05 | 2008-07-09 | 深圳市科陆电子科技股份有限公司 | A control method on multi-point dual redundancy system of call center |
| CN101631171A (en) * | 2008-07-18 | 2010-01-20 | 中兴通讯股份有限公司 | Call center system and artificial service realizing method thereof |
| US20140233721A1 (en) * | 2009-11-19 | 2014-08-21 | Genesys Telecommunications Laboratories, Inc. | System and methods for selecting a dialing strategy for placing an outbound call |
| CN105847427A (en) * | 2016-05-20 | 2016-08-10 | 上海携程商务有限公司 | Call center telephone traffic distribution system and method |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106899772A (en) * | 2017-02-21 | 2017-06-27 | 深圳市彬讯科技有限公司 | The distributed equally loaded control method and calling system of a kind of calling service |
| CN106899772B (en) * | 2017-02-21 | 2020-09-08 | 深圳市彬讯科技有限公司 | Distributed balanced load control method for call service and call system |
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Effective date of registration: 20170825 Address after: 201203 Pudong New Area Zhangjiang hi tech park, Shanghai Road, No. 518, No. 302 Applicant after: Ctrip Travel Information Technology (Shanghai) Co., Ltd. Address before: 200335 Shanghai city Changning District Admiralty Road No. 968 Building No. 16 10 floor Applicant before: SHANGHAI XIECHENG BUSINESS CO., LTD. |
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