CN106506875B - The data monitoring system and method for distributed call center speech line connecting time - Google Patents
The data monitoring system and method for distributed call center speech line connecting time Download PDFInfo
- Publication number
- CN106506875B CN106506875B CN201610942395.6A CN201610942395A CN106506875B CN 106506875 B CN106506875 B CN 106506875B CN 201610942395 A CN201610942395 A CN 201610942395A CN 106506875 B CN106506875 B CN 106506875B
- Authority
- CN
- China
- Prior art keywords
- operator
- connecting time
- data
- time
- traffic
- 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.)
- Active
Links
Classifications
-
- 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
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses the data monitoring systems and method of a kind of distributed call center speech line connecting time, wherein the data monitoring system includes: voice trunking access system, including protocol conversion module and gateway system, the protocol conversion module is used to be voice trunking mostly by the Intranet communication Protocol Conversion of distributed call center, and the gateway system routes to the different operators of different regions for that will converse；Connecting time data acquisition and analysis system is used to press the voice trunking access carrier, and the connecting time that called operator accesses when acquisition traffic；Data processing system is used to export statistical data according to the connecting time.The present invention compensates for the deficiency for being difficult to monitor operator's cut-in quality in the prior art, it can be realized in voice in the environment of the access of more ground multi-operator, connecting time is acquired and is monitored, line anomalies are quickly found with this and improves the outgoing call efficiency of the employee of distributed call center.
Description
Technical field
The invention belongs to information services more particularly to a kind of numbers of distributed call center speech line connecting time
According to monitoring system and method.
Background technique
Compared to conventional call centers, distributed call center is all deposited in terms of operation cost, system extension and strange land access
In very big advantage.But with the growth of the expansion of scope of the enterprise and voice services volume, how to improve employee's outgoing call efficiency and
Discovery operator's line fault is a test in time.And to realize the monitoring to multi-operator cut-in quality, to by using
Different operators route is dialed the acquisition of the connecting time of guest's mobile phone operators and processing and is then particularly important.
Summary of the invention
The technical problem to be solved by the present invention is to be difficult to monitor lacking for operator's cut-in quality in the prior art to overcome
It falls into, the data monitoring system and method for a kind of distributed call center speech line connecting time is provided.
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 packet
It includes: voice trunking access system, connecting time data acquisition and analysis system and data processing system；
The voice trunking access system includes: protocol conversion module and gateway system, and the protocol conversion module is used for
It is voice trunking mostly by the Intranet communication Protocol Conversion of distributed call center, 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 to press the voice trunking access carrier, and when acquisition traffic
The connecting time of called operator's access；
The data processing system is used to export statistical data according to the connecting time.
Preferably, the connecting time data acquisition and analysis system is also used to by analyzing the outgoing call operation of traffic log collection
At the time of quotient initiates traffic and at the time of receiving called operator's response traffic, the called operator access of call business is calculated
Connecting time, the connecting time, which is equal to, subtracts outgoing call operator initiation traffic at the time of receiving called operator's response traffic
Moment.
Preferably, the connecting time data acquisition and analysis system is also used to save the connecting time to database.
Preferably, the data processing system is also used to divide the outgoing call operator of every call business and called operator
Analysis and the data processing system are also used to monitor the line quality of operator based on the analysis results.
Preferably, the data processing system, which is also used to more same outgoing call operator, dials connecing for different called operators
Continuous duration, adjustment outgoing call routing.
A kind of data monitoring method of distributed call center speech line connecting time, utilizes distributed call center language
The data monitoring system of sound route connecting time is realized, when the data monitoring system includes: voice trunking access system, connects
Long data acquisition and analysis system and data processing system, the voice trunking access system includes: protocol conversion module and gateway
System；
The data monitoring method includes:
The Intranet communication Protocol Conversion of distributed call center is language mostly by the protocol conversion module
Call is routed to the different operators of different regions by sound relaying, the gateway system；
The connecting time data acquisition and analysis system presses the voice trunking access carrier, and is called when acquisition traffic
The connecting time of operator's access；
The data processing system exports statistical data according to the connecting time.
Preferably, the data monitoring method further include:
The connecting time data acquisition and analysis system initiates traffic by analysis traffic log collection outgoing call operator
Moment and at the time of receive called operator response traffic, calculate the connecting time of the called operator access of call business, institute
At the time of connecting time is stated equal to outgoing call operator initiation traffic is subtracted at the time of receiving called operator's response traffic.
Preferably, the data monitoring method further include:
The connecting time data acquisition and analysis system also saves the connecting time to database.
Preferably, the data monitoring method further include:
The data processing system also analyzes and described the outgoing call operator and called operator of every call business
Data processing system is also used to monitor the line quality of operator based on the analysis results.
Preferably, the data monitoring method further include:
The also more same outgoing call operator of the data processing system dials the connecting time of different called operators, adjustment
Outgoing call routing.
On the basis of common knowledge of the art, above-mentioned each optimum condition, can any combination to get each preferable reality of the present invention
Example.
The positive effect of the present invention is that: the present invention can be realized in voice after the ring of more ground multi-operator access
Under border, connecting time is acquired and is monitored, line anomalies are quickly found with this and improves the employee of distributed call center
Outgoing call efficiency.
Detailed description of the invention
Fig. 1 is showing for the data monitoring system of the distributed call center speech line connecting time of the embodiment of the present invention
It is intended to.
Fig. 2 is the stream of the data monitoring method of the distributed call center speech line connecting time of the embodiment of the present 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 the reality
It applies among a range.
Embodiment
A kind of data monitoring system of distributed call center speech line connecting time, as shown in Figure 1, the data are supervised
Control system includes: voice trunking access system 11, connecting time data acquisition and analysis system 12 and data processing system 13.
The voice trunking access system 11 includes: protocol conversion module 111 and gateway system 112.The protocol conversion
Module 111 is used to be voice trunking mostly, the net by the Intranet communication Protocol Conversion of distributed call center
Relationship system 112 routes to the different operators of different regions for that will converse.
The connecting time data acquisition and analysis system 12 is used to press the voice trunking access carrier, and acquisition traffic
When called operator's access connecting time, and the connecting time is saved to database 14.Specifically, when acquiring traffic
The connecting time of called operator's access can be accomplished by the following way: the connecting time data acquisition and analysis system 12 is also
At the time of for initiating traffic by analysis traffic log collection outgoing call operator and receive called operator respond traffic when
It carves, calculates the connecting time of the called operator access of call business, the connecting time, which is equal to, receives called operator's response
At the time of subtracting outgoing call operator initiation traffic at the time of traffic.
The data processing system 13 is used to export statistical data according to the connecting time.The wherein data processing system
System 13 can take out the data of needs from the database 14；The mode for exporting statistical data can be to be opened up on the page
Show.Using the data counted, the data processing system 13 can also be specifically used for it is every call business outgoing call operator and
Called operator is analyzed, and based on the analysis results, monitors the line quality of operator；And/or more same outgoing call fortune
Battalion quotient dials the connecting time of different called operators, adjustment outgoing call routing.
The data monitoring method of the distributed call center speech line connecting time of the present embodiment, utilizes the present embodiment
Data monitoring system realize, as shown in Fig. 2, the data monitoring method the following steps are included:
Step 201, the protocol conversion module 111 are by the Intranet communication Protocol Conversion of distributed call center
For voice trunking mostly, call is routed to the different operators of different regions by the gateway system 112.
Step 202, the connecting time data acquisition and analysis system 12 press the voice trunking access carrier, and acquisition
It is called the connecting time of operator's access when traffic, and the connecting time is saved to database 14.When wherein acquiring traffic
The connecting time of called operator's access can be realized by following steps: the connecting time data acquisition and analysis system 12 is logical
At the time of crossing at the time of analysis traffic log collection outgoing call operator initiates traffic and receive called operator's response traffic, calculate
The connecting time of the called operator access of call business, the connecting time be equal to receive called operator response traffic when
At the time of subtracting outgoing call operator initiation traffic quarter.
Step 203, the data processing system 13 export statistical data according to the connecting time.Wherein at the data
Reason system 13 can take out the data of needs from the database 14；It can be enterprising in the page for exporting the mode of statistical data
Row is shown.Using the data counted, outgoing call operator and be called that the data processing system 13 can also be engaged in every call
Operator is analyzed, and based on the analysis results, monitors the line quality of operator；And/or more same outgoing call operator
Dial the connecting time of different called operators, adjustment outgoing call routing.
Illustratively utilize the data monitoring system and method for the present embodiment again below, distributed call center is realized outer
It exhales and process that data monitoring system and method are monitored speech line connecting time are as follows:
Initiate calling in the end of attending a banquet of distributed call center；
PBX (user class interchanger) system initiates request；
The Intranet communication Protocol Conversion of distributed call center is mostly by voice trunking access system 11
Voice trunking, and call is routed into the operator of called object；
Connecting time data acquisition and analysis system 12 presses the voice trunking access carrier, and traffic is initiated, traffic log
Record outgoing call operator initiates (to be denoted as t1) at the time of traffic, waits called operator's response；
Called operator's response, traffic log recording (are denoted as t2) at the time of receiving called operator's response traffic；It connects
Duration data acquisition and analysis system 12 calculates the called operator access of call business by analysis traffic log collection t1 and t2
Connecting time (being denoted as T) and save to database 14, T=t2-t1；
After the T for having collected multi-pass traffic, data processing system 13 is for statistical analysis according to these data, for example,
The line quality of different operators is compared by the acquisition and monitoring of connecting time, is had when this is to selection outgoing call operator
Relatively intuitive reference, and can discover whether that there are fault conditions faster, such as in traffic, a certain called operator is connect
Continuous duration is too long, shows that the called operator is likely to line fault occur；For the same outgoing call operator, dial
The called operators of difference there is different connecting times can be flexible in the case where the comparison of You Ge operator connecting time
Outgoing call routing is adjusted, optimal traffic mode is selected, effectively improves staffing effectiveness.
Although specific embodiments of the present invention have been described above, 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
Under the premise of from the principle and substance of the present invention, many changes and modifications may be made, but these are changed
Protection scope of the present invention is each fallen with modification.
Claims (10)
1. a kind of data monitoring system of distributed call center speech line connecting time, which is characterized in that the data prison
Control system includes: voice trunking access system, connecting time data acquisition and analysis system and data processing system；
The voice trunking access system includes: protocol conversion module and gateway system, and the protocol conversion module will be for that will divide
The Intranet communication Protocol Conversion of cloth call center is voice trunking mostly, and the gateway system will be for that will converse
Route to the different operators of different regions；
The connecting time data acquisition and analysis system is used to press the voice trunking access carrier, and is called when acquisition traffic
The connecting time of operator's access；
The data processing system is used to export statistical data according to the connecting time.
2. data monitoring system as described in claim 1, which is characterized in that the connecting time data acquisition and analysis system is also
At the time of for initiating traffic by analysis traffic log collection outgoing call operator and receive called operator respond traffic when
It carves, calculates the connecting time of the called operator access of call business, the connecting time, which is equal to, receives called operator's response
At the time of subtracting outgoing call operator initiation traffic at the time of traffic.
3. data monitoring system as described in claim 1, which is characterized in that the connecting time data acquisition and analysis system is also
For saving the connecting time to database.
4. data monitoring system as described in claim 1, which is characterized in that the data processing system is also used to every call
The outgoing call operator and called operator of business are analyzed and the data processing system is also used to based on the analysis results, prison
Control the line quality of operator.
5. data monitoring system as claimed in claim 4, which is characterized in that the data processing system is also used to more same
Outgoing call operator dials the connecting time of different called operators, adjustment outgoing call routing.
6. a kind of data monitoring method of distributed call center speech line connecting time, which is characterized in that utilize distribution
The data monitoring system of call center's speech line connecting time realizes that the data monitoring system includes: voice trunking access
System, connecting time data acquisition and analysis system and data processing system, the voice trunking access system includes: protocol conversion
Module and gateway system；
The data monitoring method includes:
The protocol conversion module is by the Intranet communication Protocol Conversion of distributed call center in voice mostly
After call is routed to the different operators of different regions by the gateway system；
The connecting time data acquisition and analysis system presses the voice trunking access carrier, and called operation when acquisition traffic
The connecting time of quotient's access；
The data processing system exports statistical data according to the connecting time.
7. data monitoring method as claimed in claim 6, which is characterized in that the data monitoring method further include:
At the time of the connecting time data acquisition and analysis system initiates traffic by analysis traffic log collection outgoing call operator
And at the time of receiving called operator's response traffic, the connecting time of the called operator access of call business is calculated, it is described to connect
At the time of continuous duration is equal to outgoing call operator initiation traffic is subtracted at the time of receiving called operator's response traffic.
8. data monitoring method as claimed in claim 6, which is characterized in that the data monitoring method further include:
The connecting time data acquisition and analysis system also saves the connecting time to database.
9. data monitoring method as claimed in claim 6, which is characterized in that the data monitoring method further include:
The data processing system also to it is every call business outgoing call operator and called operator analyzes and the data
Processing system is also used to monitor the line quality of operator based on the analysis results.
10. data monitoring method as claimed in claim 9, which is characterized in that the data monitoring method further include:
The also more same outgoing call operator of the data processing system dials the connecting time of different called operators, adjusts outgoing call
Routing.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610942395.6A CN106506875B (en) | 2016-11-01 | 2016-11-01 | The data monitoring system and method for distributed call center speech line connecting time |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610942395.6A CN106506875B (en) | 2016-11-01 | 2016-11-01 | The data monitoring system and method for distributed call center speech line connecting time |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN106506875A CN106506875A (en) | 2017-03-15 |
| CN106506875B true CN106506875B (en) | 2019-08-20 |
Family
ID=58321053
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201610942395.6A Active CN106506875B (en) | 2016-11-01 | 2016-11-01 | The data monitoring system and method for distributed call center speech line connecting time |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN106506875B (en) |
Families Citing this family (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108566496B (en) * | 2017-11-24 | 2021-04-13 | 厦门集微科技有限公司 | Method and device for monitoring voice line state |
| CN108737151B (en) * | 2018-03-22 | 2019-05-07 | 平安科技（深圳）有限公司 | Method, apparatus, mobile terminal and the storage medium of voice trunking route access |
| CN109561227B (en) * | 2018-11-13 | 2021-09-10 | 平安科技（深圳）有限公司 | Trunk line switching method and device, electronic equipment and storage medium |
| CN109600521B (en) * | 2018-11-14 | 2022-06-03 | 平安科技（深圳）有限公司 | Call center outbound test method and device, electronic equipment and storage medium |
| CN110233761B (en) * | 2019-06-12 | 2022-04-22 | 广东佳米科技有限公司 | Redundancy switching method and system based on relay server |
Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6263049B1 (en) * | 1996-10-10 | 2001-07-17 | Envision Telephony, Inc. | Non-random call center supervisory method and apparatus |
| CN1741627A (en) * | 2004-08-27 | 2006-03-01 | 华为技术有限公司 | Call routing method for calling center |
| CN101360317A (en) * | 2008-09-25 | 2009-02-04 | 中国移动通信集团浙江有限公司 | Test method for duration evaluation |
| CN101404674A (en) * | 2008-11-17 | 2009-04-08 | 杭州华三通信技术有限公司 | Call routing method, proxy server and relay device |
| CN101702712A (en) * | 2009-11-11 | 2010-05-05 | 杭州华三通信技术有限公司 | Detection technology and voice call backup linkage method and device thereof |
| CN105554327A (en) * | 2015-12-01 | 2016-05-04 | 上海携程商务有限公司 | System and method of processing multi-area access voice data of distributed call center |
-
2016
- 2016-11-01 CN CN201610942395.6A patent/CN106506875B/en active Active
Patent Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6263049B1 (en) * | 1996-10-10 | 2001-07-17 | Envision Telephony, Inc. | Non-random call center supervisory method and apparatus |
| CN1741627A (en) * | 2004-08-27 | 2006-03-01 | 华为技术有限公司 | Call routing method for calling center |
| CN101360317A (en) * | 2008-09-25 | 2009-02-04 | 中国移动通信集团浙江有限公司 | Test method for duration evaluation |
| CN101404674A (en) * | 2008-11-17 | 2009-04-08 | 杭州华三通信技术有限公司 | Call routing method, proxy server and relay device |
| CN101702712A (en) * | 2009-11-11 | 2010-05-05 | 杭州华三通信技术有限公司 | Detection technology and voice call backup linkage method and device thereof |
| CN105554327A (en) * | 2015-12-01 | 2016-05-04 | 上海携程商务有限公司 | System and method of processing multi-area access voice data of distributed call center |
Also Published As
| Publication number | Publication date |
|---|---|
| CN106506875A (en) | 2017-03-15 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN106506875B (en) | The data monitoring system and method for distributed call center speech line connecting time | |
| US11140611B2 (en) | SIM whitelisting and multi-operator core networks | |
| CN100456881C (en) | Subscriber identy identifying method and calling control method and system | |
| CN103701999B (en) | The monitoring method of call center's voice call and system | |
| CN105025396B (en) | Realize method, system and the cluster cloud base station of private network and public network interphone communication | |
| CN104936182B (en) | A kind of method and system of intelligence management and control fraudulent call | |
| CN101472007A (en) | Method and system for determining disturbance telephone | |
| CN109803055B (en) | Telecommunication network fraud telephone on-line detection and control method | |
| CN100461926C (en) | System and method for testing speech service | |
| CN101557314A (en) | Distributed network management system and data configuration management method | |
| CN105554327B (en) | Distributed call center accesses the processing system and method for speech data more | |
| CN104093153A (en) | Method for achieving pseudo number call discrimination and interception based on signalling route analysis and system thereof | |
| CN110233940A (en) | It is a kind of to establish call white list library system automatically for user | |
| CN101562824A (en) | Method, device and system for analyzing user plane | |
| CN102438243A (en) | Method for identifying harassing phone call by analyzing frequency of phone call | |
| CN105376765B (en) | A kind of method and device reducing CSFB time delay | |
| CN102037756A (en) | LI/DR service continuity in case of number portability | |
| US6728338B1 (en) | Utilization of communication channels between a central office switch and a law enforcement agency | |
| CN100574215C (en) | The device and method that a plurality of different network elements are monitored | |
| CN110445944A (en) | Call center prevents the method and system made nuisance calls | |
| CN101335788B (en) | System and method for detecting and limiting line resource occupation by calling back | |
| CN102958055B (en) | A kind of discrimination method of illegal callback service and system | |
| CN203279195U (en) | RAN framework based radio access network baseband resource pool management device | |
| CN105721723A (en) | Virtual seat based telephone switching method and system | |
| CN102014346A (en) | On-hook namecard service system and implementation method |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |