CN106506875A - The data monitoring system of distributed call center speech line connecting time and method - Google Patents
The data monitoring system of distributed call center speech line connecting time and method Download PDFInfo
- Publication number
- CN106506875A CN106506875A CN201610942395.6A CN201610942395A CN106506875A CN 106506875 A CN106506875 A CN 106506875A CN 201610942395 A CN201610942395 A CN 201610942395A CN 106506875 A CN106506875 A CN 106506875A
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- connecting time
- operator
- data
- traffic
- data monitoring
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Classifications
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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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/10—Protocols in which an application is distributed across nodes in the network
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2272—Subscriber line supervision circuits, e.g. call detection circuits
-
- 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
- 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
- H04M3/5175—Call or contact centers supervision arrangements
Abstract
The invention discloses a kind of data monitoring system of distributed call center speech line connecting time and method, wherein described data monitoring system includes：Voice trunking access system, including protocol conversion module and gateway system, the protocol conversion module is used for the voice trunking that the Intranet communication Protocol Conversion of distributed call center is many ground, and the gateway system is used for the different operators that call is routed to different regions；Connecting time data acquisition and analysis system is used for pressing the voice trunking access carrier, and the connecting time that called operator accesses during collection traffic；Data handling system is used for exporting statistics according to the connecting time.The present invention compensate for the deficiency for being difficult to monitor operator's cut-in quality in prior art, can realize in voice after many ground multi-operator access in the environment of, connecting time is acquired and is monitored, with the outgoing call efficiency of this quick employee for finding circuit exception and raising distributed call center.
Description
Technical field
A kind of the invention belongs to information services, more particularly to number of distributed call center speech line connecting time
According to monitoring system and method.
Background technology
Conventional call centers are compared, distributed call center is all deposited in terms of operation cost, system extension and strange land access
In very big advantage.But the growth of the expansion and voice services volume with scope of the enterprise, how to improve employee's outgoing call efficiency and
Find that operator's line fault is a test in time.And the monitoring to multi-operator cut-in quality will be realized, to by using
Different operators circuit is dialed the collection of the connecting time of guest's mobile phone operators and is processed and is then particularly important.
Content of the invention
The technical problem to be solved in the present invention is difficult to monitor lacking for operator's cut-in quality in prior art to overcome
Fall into, there is provided a kind of data monitoring system of distributed call center speech line connecting time and method.
The present invention is to solve above-mentioned technical problem by the following technical programs：
A kind of data monitoring system of distributed call center speech line connecting time, the data monitoring system bag
Include：Voice trunking access system, connecting time data acquisition and analysis system and data handling system；
The voice trunking access system includes：Protocol conversion module and gateway system, the protocol conversion module are used for
By the voice trunking that the Intranet communication Protocol Conversion of distributed call center is many ground, the gateway system is used for will
Call routes to the different operators of different regions；
The connecting time data acquisition and analysis system is used for pressing the voice trunking access carrier, and during collection traffic
The connecting time that called operator accesses；
The data handling system is used for exporting statistics according to the connecting time.
It is preferred that the connecting time data acquisition and analysis system is additionally operable to by analyzing traffic log collection outgoing call operation
Business initiates the moment of traffic and receives the moment that called operator responds traffic, calculates called operator's access of the call business
Connecting time, the connecting time deduct outgoing call operator equal to the moment for receiving called operator's response traffic and initiate traffic
Moment.
It is preferred that the connecting time data acquisition and analysis system is additionally operable to preserve the connecting time to database.
It is preferred that the data handling system is additionally operable to carry out point the outgoing call operator and called operator of every call business
Analyse, and the data handling system is additionally operable to according to analysis result, the line quality of monitoring operator.
It is preferred that the data handling system is additionally operable to the same outgoing call operator of comparison dials connecing for different called operators
Continuous duration, adjustment outgoing call route.
A kind of data monitoring method of distributed call center speech line connecting time, using distributed call center language
The data monitoring system of sound circuit connecting time realizes that the data monitoring system includes：Voice trunking access system, when continuing
Long data acquisition and analysis system and data handling system, the voice trunking access system include：Protocol conversion module and gateway
System；
The data monitoring method includes：
The protocol conversion module is by language that the Intranet communication Protocol Conversion of distributed call center is many ground
Sound is relayed, and the gateway system routes to the different operators of different regions by conversing；
The connecting time data acquisition and analysis system presses the voice trunking access carrier, and gathers called during traffic
The connecting time that operator accesses；
The data handling system exports statistics according to the connecting time.
It is preferred that the data monitoring method also includes：
The connecting time data acquisition and analysis system initiates traffic by analyzing traffic log collection outgoing call operator
Moment and the moment that called operator responds traffic is received, calculate the connecting time that the called operator of call business accesses, institute
State connecting time the moment that outgoing call operator initiates traffic is deducted equal to the moment for receiving called operator's response traffic.
It is preferred that the data monitoring method also includes：
The connecting time data acquisition and analysis system also preserves the connecting time to database.
It is preferred that the data monitoring method also includes：
The data handling system is also analyzed to the outgoing call operator and called operator of every call business, and described
Data handling system is additionally operable to the line quality for monitoring operator according to analysis result.
It is preferred that the data monitoring method also includes：
The data handling system also compares the connecting time that same outgoing call operator dials different called operators, adjustment
Outgoing call route.
On the basis of common sense in the field is met, above-mentioned each optimum condition can be combined, and obtain final product each preferable reality of the present invention
Example.
The positive effect of the present invention is：The present invention can realize the ring for accessing in voice after many ground multi-operator
Under border, connecting time is acquired and is monitored, with this quick employee for finding circuit exception and raising distributed call center
Outgoing call efficiency.
Description of the drawings
Fig. 1 shows for the data monitoring system of the distributed call center speech line connecting time of embodiments of the invention
It is intended to.
Streams of the Fig. 2 for the data monitoring method of the distributed call center speech line connecting time of embodiments of the invention
Cheng Tu.
Specific embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to described reality
Apply among a scope.
Embodiment
A kind of data monitoring system of distributed call center speech line connecting time, as shown in figure 1, data prison
Control system includes：Voice trunking access system 11, connecting time data acquisition and analysis system 12 and data handling system 13.
The voice trunking access system 11 includes：Protocol conversion module 111 and gateway system 112.The protocol conversion
Module 111 is used for the voice trunking that the Intranet communication Protocol Conversion of distributed call center is many ground, the net
Relation system 112 is used for the different operators that call is routed to different regions.
The connecting time data acquisition and analysis system 12 is used for pressing the voice trunking access carrier, and collection traffic
When the called operator connecting time that accesses, and the connecting time is preserved to database 14.Specifically, quilt when gathering traffic
The connecting time for making operator access can be accomplished by：The connecting time data acquisition and analysis system 12 is also used
In by analyzing traffic log collection outgoing call operator and initiating the moment of traffic and receive the moment that called operator responds traffic,
The connecting time that the called operator of the call business accesses is calculated, the connecting time is equal to and receives called operator's response traffic
Moment deduct outgoing call operator initiate traffic moment.
The data handling system 13 is used for exporting statistics according to the connecting time.Wherein described data processing system
System 13 can take out the data of needs from the database 14；The mode of output statistics can be to be opened up on the page
Show.Using the data for counting, the data handling system 13 can with specifically for the outgoing call operator to every call business and
Called operator is analyzed, and according to analysis result, monitors the line quality of operator；And/or, the same outgoing call fortune of comparison
Battalion business dials the connecting time of different called operators, adjustment outgoing call route.
The data monitoring method of the distributed call center speech line connecting time of the present embodiment, using the present embodiment
Data monitoring system is realized, as shown in Fig. 2 the data monitoring method is comprised the following steps：
Step 201, the protocol conversion module 111 are by the Intranet communication Protocol Conversion of distributed call center
How the voice trunking for, the gateway system 112 route to the different operators of different regions by conversing.
Step 202, the connecting time data acquisition and analysis system 12 press the voice trunking access carrier, and collection
The connecting time that called operator accesses during traffic, and the connecting time is preserved to database 14.When wherein gathering traffic
The connecting time that called operator accesses can be realized by following steps：The connecting time data acquisition and analysis system 12 leads to
Cross analysis traffic log collection outgoing call operator to initiate the moment of traffic and receive the moment that called operator responds traffic, calculate
The connecting time that the called operator of call business accesses, the connecting time be equal to receive called operator's response traffic when
Carve the moment for deducting that outgoing call operator initiates traffic.
Step 203, the data handling system 13 export statistics according to the connecting time.At wherein described data
Reason system 13 can take out the data of needs from the database 14；The mode of output statistics can be enterprising in the page
Row shows.Using the data for counting, the data handling system 13 can also be to the outgoing call operator of every call business and called
Operator is analyzed, and according to analysis result, monitors the line quality of operator；And/or, the same outgoing call operator of comparison
Dial the connecting time of different called operators, adjustment outgoing call route.
Illustratively, using data monitoring system and the method for the present embodiment, distributed call center realizes outgoing call below
And data monitoring system and method to the process that speech line connecting time is monitored are：
Initiate calling in the end of attending a banquet of distributed call center；
PBX (user class switch) system initiates request；
The Intranet communication Protocol Conversion of distributed call center is many ground by voice trunking access system 11
Voice trunking, and call is routed to the operator of called object；
Connecting time data acquisition and analysis system 12 presses the voice trunking access carrier, and traffic is initiated, traffic daily record
Record outgoing call operator initiates the moment (being designated as t1) of traffic, waits called operator's response；
Called operator's response, traffic log recording receive the moment (being designated as t2) that called operator responds traffic；Continue
By analyzing traffic log collection t1 and t2, the called operator for calculating the call business accesses duration data acquisition and analysis system 12
Connecting time (being designated as T) and preserve to database 14, T=t2-t1；
After the T that have collected many call business, data handling system 13 carries out statistical analysis according to these data, for example,
The line quality of different operators is contrasted by the acquisition and monitoring of connecting time, had when this is to selection outgoing call operator
More intuitively refer to, and can discover whether there is failure condition faster, a certain called operator connects such as in traffic
Continuous duration is long, shows that the called operator is likely to line fault occur；For same outgoing call operator, dial
Different called operators have different connecting times, in the case where You Ge operators connecting time is contrasted, can be flexible
Outgoing call route is adjusted, optimum traffic mode is selected, staffing effectiveness is effectively improved.
Although the specific embodiment of the present invention is the foregoing described, 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, but these changes can be made to these embodiments
Protection scope of the present invention is each fallen within modification.
Claims (10)
1. a kind of data monitoring system of distributed call center speech line connecting time, it is characterised in that the data prison
Control system includes：Voice trunking access system, connecting time data acquisition and analysis system and data handling system；
The voice trunking access system includes：Protocol conversion module and gateway system, the protocol conversion module are used for dividing
The Intranet communication Protocol Conversion of cloth call center is the voice trunking on many ground, and the gateway system is used for will call
Route to the different operators of different regions；
The connecting time data acquisition and analysis system is used for pressing the voice trunking access carrier, and gathers called during traffic
The connecting time that operator accesses；
The data handling system is used for exporting statistics according to the connecting time.
2. data monitoring system as claimed in claim 1, it is characterised in that the connecting time data acquisition and analysis system is also
For by analyze traffic log collection outgoing call operator initiate traffic moment and receive called operator respond traffic when
Carve, calculate the connecting time that the called operator of the call business accesses, the connecting time is equal to and receives called operator's response
The moment of traffic deducts the moment that outgoing call operator initiates traffic.
3. data monitoring system as claimed in claim 1, it is characterised in that the connecting time data acquisition and analysis system is also
For the connecting time is preserved to database.
4. data monitoring system as claimed in claim 1, it is characterised in that the data handling system is additionally operable to every call
The outgoing call operator and called operator of business is analyzed, and the data handling system is additionally operable to according to analysis result, prison
The line quality of control operator.
5. data monitoring system as claimed in claim 4, it is characterised in that it is same that the data handling system is additionally operable to comparison
Outgoing call operator dials the connecting time of different called operators, adjustment outgoing call route.
6. a kind of data monitoring method of distributed call center speech line connecting time, it is characterised in that using distributed
The data monitoring system of call center's speech line connecting time realizes that the data monitoring system includes：Voice trunking is accessed
System, connecting time data acquisition and analysis system and data handling system, the voice trunking access system include：Protocol conversion
Module and gateway system；
The data monitoring method includes：
The protocol conversion module is by voice that the Intranet communication Protocol Conversion of distributed call center is many ground
After the gateway system routes to the different operators of different regions by conversing；
The connecting time data acquisition and analysis system presses the voice trunking access carrier, and called operation during collection traffic
The connecting time that business accesses；
The data handling system exports statistics according to the connecting time.
7. data monitoring method as claimed in claim 6, it is characterised in that the data monitoring method also includes：
The connecting time data acquisition and analysis system initiates the moment of traffic by analyzing traffic log collection outgoing call operator
And the moment that called operator responds traffic is received, calculate the connecting time that the called operator of call business accesses, described connect
Continuous duration deducts the moment that outgoing call operator initiates traffic equal to the moment for receiving called operator's response traffic.
8. data monitoring method as claimed in claim 6, it is characterised in that the data monitoring method also includes：
The connecting time data acquisition and analysis system also preserves the connecting time to database.
9. data monitoring method as claimed in claim 6, it is characterised in that the data monitoring method also includes：
The data handling system is also analyzed to the outgoing call operator and called operator of every call business, and the data
Processing system is additionally operable to the line quality for monitoring operator according to analysis result.
10. data monitoring method as claimed in claim 9, it is characterised in that the data monitoring method also includes：
The data handling system also compares the connecting time that same outgoing call operator dials different called operators, adjusts outgoing call
Route.
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| CN201610942395.6A CN106506875B (en) | 2016-11-01 | 2016-11-01 | The data monitoring system and method for distributed call center speech line connecting time |
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| CN201610942395.6A CN106506875B (en) | 2016-11-01 | 2016-11-01 | The data monitoring system and method for distributed call center speech line connecting time |
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| CN106506875B CN106506875B (en) | 2019-08-20 |
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| CN108566496A (en) * | 2017-11-24 | 2018-09-21 | 厦门集微科技有限公司 | The method and apparatus for monitoring speech line state |
| CN108737151A (en) * | 2018-03-22 | 2018-11-02 | 平安科技（深圳）有限公司 | Method, apparatus, mobile terminal and the storage medium of voice trunking circuit access |
| CN109561227A (en) * | 2018-11-13 | 2019-04-02 | 平安科技（深圳）有限公司 | The method and device of junction line switching, electronic equipment, storage medium |
| CN109600521A (en) * | 2018-11-14 | 2019-04-09 | 平安科技（深圳）有限公司 | Call center's outgoing call test method and device, electronic equipment, storage medium |
| CN110233761A (en) * | 2019-06-12 | 2019-09-13 | 广东佳米科技有限公司 | A kind of redundancy switching method and system based on Relay Server |
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