CN106453978A - Call center system and remote multi-availability implementation method thereof - Google Patents
Call center system and remote multi-availability implementation method thereof Download PDFInfo
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- CN106453978A CN106453978A CN201610853159.7A CN201610853159A CN106453978A CN 106453978 A CN106453978 A CN 106453978A CN 201610853159 A CN201610853159 A CN 201610853159A CN 106453978 A CN106453978 A CN 106453978A
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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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- 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
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- Engineering & Computer Science (AREA)
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- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
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Abstract
The invention discloses a call center system and a remote multi-availability implementation method thereof. The call center system comprises a first call center, a second call center, a first login platform, a second login platform, at least one seat, a first judgment module and a monitoring module, wherein the first judgment module is used for judging whether the first login platform is available; a first login module is used for logging in the first login platform; a first linkage module is used for achieving linkage with the first call center; the first monitoring unit is used for monitoring a linkage message between the first linkage module and the first call center and judging whether the linkage message is normal; a second login module is used for logging in the second login platform; and a second linkage module is used for achieving linkage with the second call center. Compared with the prior art, the method provided by the invention allows the seat to be not rigidly adhered to a one-to-one binding relation with the call center, meanwhile, a utilization rate of resources of the call center is maximized, seat resources are always in a high available state, and thus remote multi-availability is achieved.
Description
Technical field
The present invention relates to call center field, particularly to a kind of call center system and its realize the side living strange land more
Method.
Background technology
With the continuous rising of portfolio, call center from simple large capacity single center gradually to many ground multicenter
Develop.Under this framework, the unified cooperation of Duo Di call center become reallocate resources, lifted availability, carry efficient heavy
Want means.At present high capacity call center mainly adopts the networking mode of many ground load balancing, by by service end and seat end
Dispose manyly, reduce system operation risk, improve availability.
Although this networking achieves the distributed deployment at large scale call center to a certain extent, it is capable of calling
The no interruption service at center, but the seamless superfluous calamity to business cannot be realized, when at one, break down in call center, can not keep away
Bring the reduction of call center's disposal ability with exempting from, such as seat logs on loss.
Content of the invention
The technical problem to be solved in the present invention is to lead to overcome to break down because of single call center in prior art
The disabled defect of seat, provides a kind of call center system and its method realizing living strange land more.
The present invention is to solve above-mentioned technical problem by following technical proposals：
A kind of call center system, its feature is, including in the first call center, the first login platform, the second calling
The heart, second log in platform, at least one seat, the first judge module and monitoring modular, wherein, described first call center and institute
State the first login platform to correspond, described second call center logs in platform with described second and corresponds, each described seat
Xi Jun includes the first login module, the first interlocking module, the second login module and the second interlocking module, described monitoring modular bag
Include the first monitoring unit；
Described first judge module is used for judging whether described first login platform can use, and calls institute in a case of yes
State the first login module, and call described second login module in a case of no；
Described first login module is used for logging in described first login platform, and calls described first interlocking module；
Described first interlocking module be used for according to described first call center distribution the first call resource information with described
Linked between first call center；
Described first monitoring modular unit is used for monitoring between described first interlocking module and described first call center
Linkage message, and judge whether described linkage message is normal, and call described second login module in a case of no；
Described second login module is used for logging in described second login platform, and calls described second interlocking module；
Described second interlocking module be used for according to described second call center distribution the second call resource information with described
Linked between second call center.
In this programme, when first login module log in first log in platform after, with first log in platform corresponding first
Call center can distribute the first call resource information to the first interlocking module；In the same manner, when the second login module logs in the second login
After platform, logging in the second corresponding call center of platform with second can distribute the second call resources letter to the second interlocking module
Breath.Wherein, the first call resource information and the second call resource information can include the information such as calling number.
It is preferred that described call center system also includes the second judge module, for calling in described first login module
Judge before described first interlocking module whether described first call center opens superfluous calamity switching, and call institute in a case of yes
State the second login module, and call described first interlocking module in a case of no.
In this programme, when the inconvenient offer call resources to seat in the first call center, for example, need to call to first
Center carries out large-scale maintenance variation, at this moment can open the superfluous calamity switching of the first call center on one's own initiative, that is, switch to it
Its available second login platform and the second corresponding call center.
It is preferred that described second call center and described second login platform quantity be multiple,
Described second login module is stepped on for choosing a target second according to preset rules from the multiple second login platforms
Record platform, and log in described target second login platform；
Described second interlocking module be used for according to target second call center distribution the second call resource information with described
Target second call center is linked, and wherein, described target second call center is corresponding with described target call center
Second call center.
In this programme, the preset rules that the second login module chooses target second login platform institute foundation can be according to reality
Need to arrange, for example can be according to nearby principle etc..
It is preferred that described first call resource information includes registered address, described first interlocking module is additionally operable to according to institute
State registered address to be registered in described first call center, described monitoring modular also includes the second monitoring unit, for monitoring
Whether described first interlocking module succeeds in registration, and calls described first monitoring unit in a case of yes, and in no feelings
Described second login module is called under condition.
It is preferred that described first interlocking module and described second interlocking module all include the application of seat end and calling is whole
End.
It is preferred that described calling terminal includes IP (agreement of interconnection between network) phone or soft phone (phone).
The present invention also provides a kind of above-mentioned call center system to realize the method lived strange land more, and its feature is, including with
Lower step：
S1, described first judge module judge whether described first login platform can use, if so, then execution step S2, if
No, then execution step S5；
S2, described first login module log in described first login platform；
S3, described first interlocking module are according to first call resource information and described the of described first call center distribution
Linked between one call center；
The linkage that S4, described first monitoring unit are monitored between described first interlocking module and described first call center disappears
Breath, and judge whether described linkage message is normal, if it is not, then execution step S5, if so, then continue monitoring；
S5, described second login module log in described second login platform；
S6, described second interlocking module are according to second call resource information and described the of described second call center distribution
Linked between two call centers.
The linkage carrying out between the first interlocking module in seat in step S3 and the first call center includes：Seat label
Enter/check out call center, breathed out by call center by call center's incoming call seat, seat.
In step S4, monitor the linkage message between the first interlocking module and the first call center in the first monitoring unit
During, if judging, described linkage message is abnormal, can repeatedly be judged, such as when twice before execution step S5
Determine described linkage message abnormal when, then execution step S5 is it is ensured that the accuracy of holistic approach and reliability.
It is preferred that comprising the following steps between step S2 and step S3：Described second judge module judges that described first exhales
Cry whether center opens the switching of superfluous calamity, if so, then execution step S5, if it is not, then execution step S3.
It is preferred that described second call center and described second login platform quantity be multiple, by step S5 replace
For step S51, step S6 replaces with step S61；
S51, choose a target second according to preset rules from the multiple second login platforms and log in platform, and log in described
Target second logs in platform；
The second call resource information that S61, described second interlocking module distribute according to target second call center with described
Target second call center is linked, and wherein, described target second call center is corresponding with described target call center
Second call center.
It is preferred that described first call resource information includes registered address, described monitoring modular also includes the second monitoring list
Unit,
Step S3 is further comprising the steps of：Described first interlocking module is according to described registered address in the described first calling
The heart is registered；
Further comprising the steps of between step S3 and S4：Whether described second monitoring unit monitors described first interlocking module
Succeed in registration, if it is not, then execution step S5, if so, then execution step S4.
It is preferred that described first interlocking module and described second interlocking module all include the application of seat end and calling is whole
End.
It is preferred that described calling terminal includes IP phone or soft phone.
On the basis of meeting common sense in the field, above-mentioned each optimum condition, can be combined, obtain final product each preferable reality of the present invention
Example.
The positive effect of the present invention is：Compared with prior art, the present invention is determining the first login platform not
Available or when monitoring that linkage message between seat and the first call center is abnormal, triggering seat is to other available the
Two log in platforms and the second call center carries out superfluous calamity switching so that seat no longer sticks to tie up man-to-man with call center
Determine relation, make call center resource utilization rate reach maximization simultaneously, also make seat resource be in High Availabitity all the time
State is it is achieved that lives in strange land more.
Brief description
Fig. 1 is the structured flowchart of the call center system of the embodiment of the present invention 1.
Fig. 2 is that the call center system of the embodiment of the present invention 1 realizes the method flow diagram lived strange land more.
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.
Embodiment 1
The present embodiment provides a kind of call center system 10, as shown in figure 1, include the first call center 11, second calling
Center 12, first logs in platform 13, second and logs in platform 14, at least one seat 15, the first judge module 16, the second judge module
17 and monitoring modular 18, wherein, the first call center 11 is corresponded with the first login platform 13, the second call center 12 with
Second login platform 14 corresponds, and each seat 15 all includes the first login module 51, the first interlocking module 52, second logs in
Module 53 and the second interlocking module 54, monitoring modular 18 includes the first monitoring unit 81 and the second monitoring unit 82.
In the present embodiment, the first interlocking module 52 and the second interlocking module 54 all include the application of seat end and call eventually
End, wherein, calling terminal includes IP phone or soft phone.
First judge module 16 is used for judging whether the first login platform 13 can use, and calls first to step in a case of yes
Record module 51, and call the second login module 53 in a case of no.
First login module 51 is used for logging in the first login platform 13, and calls the second judge module 17.
Second judge module 17 is used for judging whether the first call center 11 opens superfluous calamity switching, and adjusts in a case of yes
With the second login module 53, and call the first interlocking module 52 in a case of no.
First interlocking module 52 is used for the first call resource information and the first calling according to the first call center 11 distribution
Linked between center 11.Wherein, described first call resource information includes registered address, and the first interlocking module is additionally operable to
Registered in the first call center according to described registered address before being linked and the first call center between.
Second monitoring unit 82 is used for monitoring whether described first interlocking module succeeds in registration, and calls in a case of yes
First monitoring unit 81, and call described second login module in a case of no.
Second monitoring unit 81 is used for the linkage message between monitoring the first interlocking module 52 and the first call center 11, and
Judge whether described linkage message is normal, and call the second login module 53 in a case of no.
Second login module 53 is used for logging in the second login platform 14, and calls the second interlocking module 54.
Second interlocking module 54 is used for the second call resource information and the second calling according to the second call center 12 distribution
Linked between center 12.
The present embodiment also provides a kind of above-mentioned call center system to realize the method lived strange land more, as shown in Fig. 2 include with
Lower step：
Step 101, described first judge module judge whether described first login platform can use, if so, then execution step
102, if it is not, then execution step 107；
Step 102, described first login module log in described first login platform；
Step 103, described second judge module judge whether described first call center opens superfluous calamity switching, if so, then
Execution step 107, if it is not, then execution step 104；
Step 104, described first interlocking module are according to the registered address of described first call center distribution described first
Call center is registered, and according to the first call resource information and described first call center of the distribution of the first call center it
Between linked；
Step 105, described second monitoring unit monitor whether described first interlocking module succeeds in registration, if it is not, then executing
Step 107, if so, then execution step 106；
Step 106, described first monitoring unit are monitored between described first interlocking module and described first call center
Linkage message, and judge whether described linkage message is normal, if it is not, then execution step 107, if so, then continue monitoring；
Step 107, described second login module log in described second login platform；
Step 108, described second interlocking module according to described second call center distribution the second call resource information with
Linked between described second call center.
In the present embodiment, the first login platform is unavailable or superfluous calamity switching, prison are opened by the first call center determining
Measure linkage message between seat registration failure or seat and the first call center abnormal when, triggering seat is to available
Second login platform and the second call center carry out superfluous calamity switching so that seat no longer stick to man-to-man with call center
Binding relationship, makes call center resource utilization rate reach maximization simultaneously, also makes seat resource be in High Availabitity all the time
State it is achieved that strange land dual-active.
Embodiment 2
The present embodiment provides a kind of difference of call center system in call center system, with embodiment 1 to be：Described
The quantity of two call centers and described second login platform is multiple；
Described second login module is stepped on for choosing a target second according to preset rules from the multiple second login platforms
Record platform, and log in described target second login platform；
Described second interlocking module be used for according to target second call center distribution the second call resource information with described
Target second call center is linked, and wherein, described target second call center is corresponding with described target call center
Second call center.
The present embodiment provides a kind of above-mentioned call center system to realize the method lived strange land, with method in embodiment 1 more
Difference is：
The step 107 of embodiment 1 is replaced with：Choose a target the according to preset rules from the multiple second login platforms
Two login platforms, and log in described target second login platform；
The step 108 of embodiment 1 is replaced with：Described second interlocking module distributed according to target second call center
Two call resource information are linked with described target second call center, and wherein, described target second call center is and institute
State corresponding second call center in target call center.
In the present embodiment, the quantity due to the second call center and the second login platform is multiple, is therefore determining
Platform is unavailable or the first call center opens superfluous calamity switching, monitors seat registration failure or seat and for first login
When linkage message between one call center is abnormal, triggering seat logs in platform and the second calling to other available second
Center carries out superfluous calamity switching so that seat no longer sticks to the man-to-man binding relationship with call center, simultaneously so that calling in
Heart resource utilization has reached maximization, also makes seat resource be in the state of High Availabitity all the time it is achieved that living in strange land more.
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 (12)
1. a kind of call center system it is characterised in that include the first call center, the second call center, first log in platform,
Second logs in platform, at least one seat, the first judge module and monitoring modular, wherein, described first call center with described
First logs in platform corresponds, and described second call center logs in platform with described second and corresponds, each described seat
All include the first login module, the first interlocking module, the second login module and the second interlocking module, described monitoring modular includes
First monitoring unit；
Described first judge module is used for judging whether described first login platform can use, and calls described the in a case of yes
One login module, and call described second login module in a case of no；
Described first login module is used for logging in described first login platform, and calls described first interlocking module；
Described first interlocking module is used for the first call resource information and described first according to described first call center distribution
Linked between call center；
Described first monitoring modular unit is used for monitoring the linkage between described first interlocking module and described first call center
Message, and judge whether described linkage message is normal, and call described second login module in a case of no；
Described second login module is used for logging in described second login platform, and calls described second interlocking module；
Described second interlocking module is used for the second call resource information and described second according to described second call center distribution
Linked between call center.
2. call center system as claimed in claim 1 is it is characterised in that described call center system also includes the second judgement
For before calling described first interlocking module in described first login module, module, judges whether described first call center opens
Open superfluous calamity switching, and call described second login module in a case of yes, and call described first in a case of no
Dynamic model block.
3. call center system as claimed in claim 1 is it is characterised in that described second call center and described second logs in
The quantity of platform be multiple,
Described second login module is additionally operable to choose a target second and log in from the multiple second login platforms according to preset rules
Platform, and log in described target second login platform；
Described second interlocking module is used for the second call resource information and described target according to the distribution of target second call center
Second call center is linked, and wherein, described target second call center is and described target call center corresponding second
Call center.
4. call center system as claimed in claim 3 is it is characterised in that described first call resource information includes registered place
Location, described first interlocking module is additionally operable to be registered in described first call center according to described registered address, described monitoring
Module also includes the second monitoring unit, for monitoring whether described first interlocking module succeeds in registration, and adjusts in a case of yes
With described first monitoring unit, and call described second login module in a case of no.
5. the call center system as described in any one in claim 1-4 it is characterised in that described first interlocking module and
Described second interlocking module all includes the application of seat end and calling terminal.
6. call center system as claimed in claim 5 is it is characterised in that described calling terminal includes IP phone or soft
phone.
7. a kind of call center system as claimed in claim 1 realizes the method lived strange land it is characterised in that including following more
Step：
S1, described first judge module judge whether described first login platform can use, if so, then execution step S2, if it is not, then
Execution step S5；
S2, described first login module log in described first login platform；
S3, described first interlocking module are exhaled with described first according to the first call resource information of described first call center distribution
Cry and linked between center；
S4, described first monitoring unit monitor the linkage message between described first interlocking module and described first call center,
And judge whether described linkage message is normal, if it is not, then execution step S5, if so, then continue monitoring；
S5, described second login module log in described second login platform；
S6, described second interlocking module are exhaled with described second according to the second call resource information of described second call center distribution
Cry and linked between center.
8. method as claimed in claim 7 is it is characterised in that comprise the following steps between step S2 and step S3：Described
Two judge modules judge whether described first call center opens the switching of superfluous calamity, if so, then execution step S5, if it is not, then executing
Step S3.
9. method as claimed in claim 7 is it is characterised in that described second call center and described second logs in the number of platform
Amount is multiple, step S5 is replaced with step S51, step S6 replaces with step S61；
S51, choose a target second according to preset rules from the multiple second login platforms and log in platform, and log in described target
Second login platform；
The second call resource information that S61, described second interlocking module distribute according to target second call center and described target
Second call center is linked, and wherein, described target second call center is and described target call center corresponding second
Call center.
10. method as claimed in claim 9 is it is characterised in that described first call resource information includes registered address, described
Monitoring modular also includes the second monitoring unit,
Step S3 is further comprising the steps of：Described first interlocking module enters in described first call center according to described registered address
Row registration；
Further comprising the steps of between step S3 and S4：Described second monitoring unit monitors whether described first interlocking module is registered
Success, if it is not, then execution step S5, if so, then execution step S4.
11. methods as described in any one in claim 7-10 are it is characterised in that described first interlocking module and described
Two interlocking modules all include the application of seat end and calling terminal.
12. methods as claimed in claim 11 are it is characterised in that described calling terminal includes IP phone or soft phone.
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| CN114827252A (en) * | 2022-04-22 | 2022-07-29 | 深圳市六度人和科技有限公司 | Third-party call general method, device, system, terminal equipment and storage medium |
| CN118101834A (en) * | 2024-01-11 | 2024-05-28 | 北京市燃气集团有限责任公司 | Distributed multi-activity call center, service guaranteeing method and system |
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| Publication number | Publication date |
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| CN106453978B (en) | 2019-06-18 |
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