CN106851034B - Call center and operation method thereof - Google Patents
Call center and operation method thereof Download PDFInfo
- Publication number
- CN106851034B CN106851034B CN201710070153.7A CN201710070153A CN106851034B CN 106851034 B CN106851034 B CN 106851034B CN 201710070153 A CN201710070153 A CN 201710070153A CN 106851034 B CN106851034 B CN 106851034B
- Authority
- CN
- China
- Prior art keywords
- machine room
- call center
- service
- target
- heartbeat message
- 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
Images
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
-
- 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
-
- 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
Abstract
The invention discloses a call center and an operation method thereof. Wherein, this system includes: the system comprises at least one workplace, a plurality of terminals and a plurality of communication terminals, wherein the workplace is respectively distributed at different preset geographic positions, and each workplace comprises a plurality of seats which are used for processing services received by a call center; the system comprises at least one machine room, at least one server and at least one server, wherein the machine room is connected with at least one workplace and used for arranging equipment for providing service for a call center; the system comprises a plurality of operator-provided trunk lines, wherein each machine room in at least one machine room is accessed to at least two different operator-provided trunk lines, and each trunk line is connected with a calling number of a calling center. The invention solves the technical problem of low operation reliability of the call center.
Description
Technical Field
The invention relates to the field of call centers, in particular to a call center and an operation method of the call center.
Background
The call center is the communication hub between the enterprise and the customer, and any problem, question or suggestion by the customer will mostly be the first to think of making a call to the call center. Thus, customers expect call centers to be reliable and trustworthy, and the reliability of call center operation is one of the basic features of a highly performing call center. The reliability of call center operation is mainly reflected in: there are enough customer service representatives to efficiently and accurately handle the expected traffic; each system runs normally, and the condition that the call center cannot operate due to system faults does not occur; and a response plan is provided for the emergency situation, so that service interruption or fluctuation of service level is not caused. Among them, the situation that the call center cannot be operated due to the system failure has the most direct influence on the call center, and the consequence is the most serious.
In view of the above problems, no effective solution has been proposed.
Disclosure of Invention
The embodiment of the invention provides a call center and an operation method thereof, which at least solve the technical problem of low operation reliability of the call center.
According to an aspect of an embodiment of the present invention, there is provided a call center including: the system comprises at least one workplace, a plurality of terminals and a plurality of communication terminals, wherein the workplace is distributed at different preset geographic positions respectively, each workplace comprises a plurality of seats, and the seats are used for processing services received by the call center; at least one machine room connected to the at least one workplace for housing equipment for servicing the call center; and each machine room in the at least one machine room is accessed with at least two relay lines provided by different operators, and each relay line is connected with the calling number of the calling center.
Furthermore, the call center is provided with a plurality of landing numbers, wherein each of the trunk lines provided by the plurality of operators is provided with at least two different landing numbers, the landing numbers are actual access numbers of the services received by the call center, and the landing numbers access the services received by the call center in sequence in a round-robin access manner.
Further, each of the plurality of floor numbers is configured to send a first heartbeat message to a first predetermined floor number, receive a second heartbeat message sent by a second predetermined floor number, and migrate a service of the second predetermined floor number to the floor number after determining that the second predetermined number fails according to the second heartbeat message.
Further, the at least one machine room is a plurality of machine rooms, the equipment installed in each machine room is the same, and any one of the plurality of machine rooms is connected with each of the at least one job site.
Further, each machine room of the plurality of machine rooms is configured to send a third heartbeat message to a first predetermined machine room, receive a fourth heartbeat message sent by a second predetermined machine room, and migrate a service of the second predetermined machine room to the machine room after determining that the second predetermined machine room fails according to the fourth heartbeat message.
Further, each of the multiple computer rooms includes a first device and a second device, and is configured to provide a service for the call center, where the first device and the second device have the same configuration, the first device sends a heartbeat message to the second device, and after it is determined that the first device fails according to the heartbeat message sent by the first device, the service of the first device is migrated to the second device.
Further, each of the relay lines provided by the multiple operators is configured to send a fifth heartbeat message to the first predetermined relay line, receive a sixth heartbeat message sent by the second predetermined relay line, and migrate the service of the second predetermined relay line to the relay line after determining that the second predetermined relay line has a sending failure according to the sixth heartbeat message.
Furthermore, the call center includes a plurality of sites, each site of the plurality of sites is configured to send a seventh heartbeat message to a first predetermined site, receive an eighth heartbeat message sent by a second predetermined site, and migrate a service of the second predetermined site to the site after determining that the second predetermined site has a fault according to the eighth heartbeat message.
According to another aspect of the embodiments of the present invention, there is also provided an operation method of a call center, including: detecting the service received by the call center; when detecting that the call center receives a service, selecting a relay line from relay lines provided by a plurality of operators, and receiving the service to a machine room through the selected relay line, wherein each relay line is connected with a call number of the call center, the machine room is used for arranging equipment for providing service for the call center, and the machine room is accessed to at least two relay lines provided by different operators; and distributing the service to a workplace through the machine room, wherein the workplace is connected with the machine room and comprises a plurality of seats, and the seats are used for processing the service.
Further, the call center is provided with a plurality of floor numbers, each of the trunk lines provided by the plurality of operators is provided with at least two different floor numbers, one trunk line is selected from the trunk lines provided by the plurality of operators, and receiving the service to the machine room includes: selecting a target landing number from the plurality of landing numbers by adopting a wheel selection access mode; and taking the target landing number as an actual access number of the service, and receiving the service to the machine room through a relay line where the actual access number is located.
Further, before the target landing number is used as an actual access number of the service and the service is received to the machine room through a relay line where the actual access number is located, the method includes: detecting whether the target floor number has a fault, wherein the target floor number sends a heartbeat message to a preset floor number, and whether the target floor number has the fault is determined according to the heartbeat message sent by the target floor number; and after detecting that the target floor number has a fault, transferring the service of the target floor number to the preset floor number.
Further, the call center includes a plurality of rooms, the devices installed in each of the rooms are the same, and the receiving the service to the room through the selected trunk line includes: selecting any one machine room from the plurality of machine rooms as a target machine room; and receiving the service to the target computer room through the selected relay line.
Further, before receiving the service to the target equipment room through the selected relay line, the method includes: detecting whether the target machine room is in fault, wherein the target machine room sends heartbeat messages to a preset machine room, and judging whether the target machine room is in fault according to the heartbeat messages sent by the target machine room; and after detecting that the target machine room has a fault, migrating the service of the target machine room to the preset machine room.
Further, each of the multiple equipment rooms includes a first device and a second device, where the first device and the second device have the same configuration, and are configured to provide a service for the call center, and the receiving the service to the target equipment room through the selected trunk line includes: detecting whether a first device of the target machine room is in fault, wherein the first device sends a heartbeat message to the second device, and whether the first device is in fault is determined according to the heartbeat message sent by the first device; if the first equipment is detected not to be out of order, receiving the service to the first equipment; and if the first equipment is detected to be out of order, receiving the service to the second equipment.
Further, selecting one relay line from among relay lines provided by a plurality of operators, and receiving the service to the equipment room through the selected relay line includes: selecting a target trunk line from the plurality of operator-provided trunk lines; detecting whether the target relay line has a fault, wherein the target relay line sends heartbeat messages to a preset relay line, and whether the target relay line has the fault is determined according to the heartbeat messages sent by the target relay line; if the target relay line is not in fault, receiving the service to a machine room through the target relay line; and if the target relay line has a fault, transferring the service of the target relay line to the preset relay line, and receiving the service to a computer room through the preset relay line.
Further, the call center includes a plurality of sites, any one of the plurality of machine rooms is connected to each of the plurality of sites, and allocating the service to the sites through the machine rooms includes: selecting a target job site from the plurality of job sites; detecting whether the target position fails, wherein the target position sends heartbeat messages to a preset position, and whether the target position fails is determined according to the heartbeat messages sent by the target position; if the target workplace does not have a fault, distributing the service to the target workplace through the machine room; and if the target workplace has a fault, distributing the service to the preset workplace through the machine room.
In the embodiment of the invention, a call center with at least one workplace, at least one machine room and relay lines provided by a plurality of operators is adopted, wherein the at least one workplace is respectively distributed at different preset geographic positions, each workplace comprises a plurality of seats, and the seats are used for processing services received by the call center; at least one machine room is connected with the at least one workplace and used for arranging equipment for providing service for the call center; each machine room in at least one machine room is accessed with at least two relay lines provided by different operators, and each relay line is connected with the calling number of the calling center. By accessing the relay lines provided by at least two different operators in each machine room, the purpose that the call center can normally operate when one relay line fails is achieved, so that the technical effect of improving the operation reliability of the call center is achieved, and the technical problem of low operation reliability of the call center is solved.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the invention and together with the description serve to explain the invention without limiting the invention. In the drawings:
FIG. 1 is a schematic diagram of an alternative call center according to an embodiment of the present invention;
fig. 2 is a flow chart of an alternative method of operating a call center according to an embodiment of the present invention.
Detailed Description
In order to make the technical solutions of the present invention better understood, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
It should be noted that the terms "first," "second," and the like in the description and claims of the present invention and in the drawings described above are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
According to an embodiment of the present invention, a call center is provided. Fig. 1 is a schematic diagram of an alternative call center according to an embodiment of the present invention, as shown in fig. 1, the call center includes at least one workplace 100, at least one machine room 200, and a plurality of carrier-provided trunk lines 300, wherein:
at least one workplace is distributed in different predetermined geographic locations, wherein each workplace comprises a plurality of agents, and the agents are used for processing services received by the call center. In an example of the present invention, the call center includes at least one job site, and when the call center has a plurality of job sites, the plurality of job sites are respectively distributed at different predetermined geographic locations, such as: the call center includes two job sites, one for the Hebei Shi Jiazhuang and the other for the Sichuan Chengdu. The size of each workplace depends on the number of agents that the workplace includes, which is determined by the amount of traffic that the workplace handles.
At least one machine room is connected to at least one workplace for the placement of equipment for servicing the call center. In the embodiment of the invention, the call center comprises at least one machine room, and various services such as distribution, recording and the like are carried out on the service received by the call center through equipment arranged in the machine room. Each machine room is connected with all the posts of the call center, and can distribute the service received by the call center to any one of at least one of the posts.
Each machine room in at least one machine room is accessed to at least two relay lines provided by different operators, and each relay line is connected with a calling number of a calling center. In the embodiment of the present invention, a calling number of a call center is connected to each trunk line of the call center, and each machine room in the call center accesses the trunk lines provided by at least two different operators, where the calling number may be a 400 unified calling number, and the operator is a communication operator that can provide communication services, such as: china Mobile, China Unicom, etc., when a calling number is broadcast to initiate a calling service to a call center through the calling number, for the call center, no matter which operator has a fault in the trunk line, the call center can work normally without affecting the normal operation of the call center.
In the embodiment of the invention, a call center with at least one workplace, at least one machine room and relay lines provided by a plurality of operators is adopted, wherein the at least one workplace is respectively distributed at different preset geographic positions, each workplace comprises a plurality of seats, and the seats are used for processing services received by the call center; the at least one machine room is connected with the at least one workplace and used for arranging equipment for providing service for the call center; each machine room in at least one machine room is accessed with at least two relay lines provided by different operators. By accessing the relay lines provided by at least two different operators in each machine room, the purpose that the call center can normally operate when one relay line fails is achieved, so that the technical effect of improving the operation reliability of the call center is achieved, and the technical problem of low operation reliability of the call center is solved.
Optionally, the call center is provided with a plurality of landing numbers, wherein each of the relay lines provided by a plurality of operators is provided with at least two different landing numbers, the landing numbers are actual access numbers of services received by the call center, and the plurality of landing numbers access the services received by the call center in sequence in a round-robin access manner.
In the embodiment of the invention, the call center is provided with the landing number which is used as the actual access number of all services received by the call center, optionally, the call center can be provided with a plurality of landing numbers, and at least two different landing numbers are arranged on the relay line provided by each operator, so that the relay line can work normally no matter which landing number in the relay line has a fault.
Optionally, each of the plurality of floor numbers is configured to send a first heartbeat message to a first predetermined floor number, receive a second heartbeat message sent by a second predetermined floor number, and migrate a service of the second predetermined floor number to the floor number after determining that the second predetermined floor number fails according to the second heartbeat message.
As an optional implementation manner of the embodiment of the present invention, each floor number of the call center sends a heartbeat message to a predetermined floor number to detect whether the floor number has a fault. The heartbeat message is a message sent from a sending source to a receiving party, and when the receiving party does not receive the message within a certain message receiving period, the sending source is considered to be closed or failed. Specifically, each floor number sends a first heartbeat message to a first predetermined floor number and receives a second heartbeat message sent by a second predetermined floor number. Optionally, the first predetermined floor numbers of each floor number are different from each other, and the second predetermined numbers of each floor number are different from each other. Optionally, when the number of the landing numbers of the call center is more than two, the first landing number and the second landing number may not be the same landing number. When a second predetermined landing number is detected to have a fault according to a second heartbeat message sent by the second predetermined landing number, a service using the second predetermined landing number as an actual access number can be migrated to the own landing number. Similarly, if a failure of the local number is detected from the first heartbeat message, the service using the local number as the actual access number may be migrated to the first predetermined local number.
Optionally, the at least one machine room is a plurality of machine rooms, the equipment installed in each machine room is the same, and any one of the plurality of machine rooms is connected to each of the at least one job site.
As an optional implementation manner of the embodiment of the present invention, each of the multiple machine rooms included in the call center is provided with the same device, that is, the physical configurations of the multiple machine rooms of the call center are the same, by using the multiple machine rooms, normal operation of the call center is not affected no matter which machine room of the call center fails, and optionally, loads of the multiple machine rooms of the call center are kept balanced in an operation process. Each machine room is connected with each of the at least one job sites, so that each machine room can distribute the received call service to any one job site.
Optionally, each of the multiple machine rooms is configured to send a third heartbeat message to the first predetermined machine room, receive a fourth heartbeat message sent by the second predetermined machine room, and migrate the service of the second predetermined machine room to the machine room after determining that the second predetermined machine room fails according to the fourth heartbeat message.
As an optional implementation manner of the embodiment of the present invention, each machine room sends a heartbeat message to a first predetermined machine room to detect whether the machine room is faulty, and specifically, each machine room sends a third heartbeat message to the first predetermined machine room and receives a fourth heartbeat message sent by a second predetermined machine room. Optionally, the first predetermined machine rooms of each machine room are different from each other, and the second predetermined machine rooms of each machine room are different from each other. Optionally, when the number of the machine rooms is more than two, the first predetermined machine room and the second predetermined machine room may not be the same machine room. Optionally, when detecting that the second predetermined equipment room has a fault according to the fourth heartbeat message, migrating the service received by the second predetermined equipment room to the local equipment room. Similarly, if the machine room is detected to have a fault according to the third heartbeat message, the service received by the machine room is migrated to the first preset machine room.
Optionally, each of the multiple computer rooms includes a first device and a second device, and is configured to provide a service for the call center, where the first device and the second device have the same configuration, the first device sends a heartbeat message to the second device, and after it is determined that the first device fails according to the heartbeat message sent by the first device, the service of the first device is migrated to the second device.
As an optional implementation manner of the embodiment of the present invention, each computer room includes a first device and a second device, and the first device and the second device have the same configuration, where the first device is a master device, and the second device is a backup device of the first device. The second equipment receives the heartbeat message sent by the first equipment, detects whether the first equipment fails or not, and migrates the service of the first equipment to the second equipment after detecting that the first equipment fails so as to ensure the normal operation of the machine room.
Optionally, each of the relay lines provided by the multiple operators is configured to send a fifth heartbeat message to the first predetermined relay line, receive a sixth heartbeat message sent by the second predetermined relay line, and migrate the service of the second predetermined relay line to the relay line after determining that the second predetermined relay line has sent a fault according to the sixth heartbeat message.
As an optional implementation manner of the embodiment of the present invention, whether a failure occurs in the relay line is detected by sending a heartbeat message from each relay line to the first predetermined relay line. Specifically, each trunk line transmits a fifth heartbeat message to the first predetermined trunk line, and receives a sixth heartbeat message transmitted by the second predetermined trunk line. Optionally, the first predetermined trunk lines of each trunk line are different from each other, and the second predetermined trunk lines of each trunk line are different from each other. Alternatively, when the number of relay lines is more than two, the first predetermined relay line and the second predetermined relay line may be different relay lines. Optionally, when detecting that the second predetermined relay line has a fault according to the sixth heartbeat message, migrating the service of the second predetermined relay line to the relay line. Similarly, when the occurrence of a failure in the own relay line is detected from the fifth heartbeat message, the traffic of the own relay line is migrated to the first predetermined relay line.
Optionally, the call center includes a plurality of sites, and each of the plurality of sites is configured to send a seventh heartbeat message to the first scheduled site, receive an eighth heartbeat message sent by the second scheduled site, and migrate the service of the second scheduled site to the local site after determining that the second scheduled site has a failure according to the eighth heartbeat message.
As an optional implementation manner of the embodiment of the present invention, each of a plurality of sites included in the call center detects whether a fault occurs in the site by sending a heartbeat message to a first predetermined site. Specifically, each of the sites transmits a seventh heartbeat message to the first scheduled site and receives an eighth heartbeat message transmitted by the second scheduled site. Optionally, the first scheduled workplace of each workplace is different from the other, and the second scheduled workplace of each workplace is different from the other. Alternatively, when the number of the posts is more than two, the first predetermined post and the second predetermined post may be different posts. Alternatively, when it is detected from the eighth heartbeat message that the second scheduled job site has failed, the service assigned to the second scheduled job site is assigned to the local job site. Similarly, when a failure of the own time slot is detected from the seventh heartbeat message, the service allocated to the own time slot is allocated to the first scheduled time slot.
In accordance with an embodiment of the present invention, there is provided a method embodiment of a method of operating a call center, it being noted that the steps illustrated in the flowchart of the figure may be performed in a computer system, such as a set of computer-executable instructions, and that while a logical order is illustrated in the flowchart, in some cases the steps illustrated or described may be performed in an order different than here.
Fig. 2 is a flowchart of an alternative method for operating a call center according to an embodiment of the present invention, and as shown in fig. 2, the method includes the following steps:
step S202, detecting the service received by the call center.
In the embodiment of the invention, the call center is used for receiving the call service sent by the user and processing the received call service. Alternatively, the user may send the call service to the call center through various communication means such as telephone, internet, and the like. After the user sends the call service to the call center, the call center detects the received service.
Step S204, when detecting that the call center receives the service, selecting a relay line from the relay lines provided by a plurality of operators, and receiving the service to a machine room through the selected relay line, wherein each relay line is connected with the calling number of the call center, the machine room is used for arranging equipment for providing service for the call center, and the machine room is at least accessed to the relay lines provided by two different operators.
In the embodiment of the present invention, the call center includes at least one machine room, each machine room is provided with a device for providing service for the call center, each machine room accesses at least two relay lines provided by different operators, each relay line is connected to a calling number in a call, wherein the calling number may be a 400 unified calling number, and the operator is a communication operator capable of providing communication service, such as: china Mobile, China Unicom, etc., for a call center, no matter which operator provides a fault in a trunk line, the call center can work normally without affecting the normal operation of the call center. After the call center detects the received service, one relay line is selected from the relay lines provided by a plurality of operators, the service is received to the machine room through the selected relay line, and various services such as distribution, recording and the like are performed on the service by equipment arranged in the machine room.
And step S206, distributing the service to the workplace through the machine room, wherein the workplace is connected with the machine room and comprises a plurality of seats, and the seats are used for processing the service.
In an example of the present invention, the call center includes at least one job site, and when the call center has a plurality of job sites, the plurality of job sites are respectively distributed at different predetermined geographic locations, such as: the call center includes two job sites, one for the Hebei Shi Jiazhuang and the other for the Sichuan Chengdu. The size of each workplace depends on the number of agents that the workplace includes, which is determined by the amount of traffic that the workplace handles. After receiving the service, the machine room allocates the received service to the workplace, and the workplace processes the service.
In the embodiment of the invention, the service received by a call center is detected; when detecting that a call center receives a service, selecting a relay line from relay lines provided by a plurality of operators, and receiving the service to a machine room through the selected relay line, wherein the machine room is used for arranging equipment for providing service for the call center, and the machine room is at least accessed to the relay lines provided by two different operators; and distributing the services to the workplace through the machine room, wherein the workplace is connected with the machine room and comprises a plurality of seats, and the seats are used for processing the services. By accessing the relay lines provided by at least two different operators in each machine room, the purpose that the call center can normally operate when one relay line fails is achieved, so that the technical effect of improving the operation reliability of the call center is achieved, and the technical problem of low operation reliability of the call center is solved.
Optionally, the call center is provided with a plurality of floor numbers, each of the trunk lines provided by a plurality of operators is provided with at least two different floor numbers, one trunk line is selected from the trunk lines provided by the plurality of operators, and receiving the service to the machine room includes: selecting a target landing number from a plurality of landing numbers by adopting a wheel selection access mode; and taking the target landing number as an actual access number of the service, and receiving the service to the machine room through a relay line where the actual access number is located.
In the embodiment of the present invention, the call center is provided with a landing number, which is an actual access number of all services received by the call center, and optionally, the call center may be provided with a plurality of landing numbers. In order to balance the service receiving of each landing number, when receiving the service, a round-selection access mode is adopted, and one landing number is selected from a plurality of landing numbers to be used as an actual access number. Optionally, at least two different landing numbers are provided for the trunk lines provided by each operator, so that one trunk line can work normally no matter which landing number of the trunk line fails.
Optionally, before the target landing number is used as an actual access number of the service and the service is received to the machine room through a relay line where the actual access number is located, the method includes: detecting whether the target floor number has a fault, wherein the target floor number sends a heartbeat message to a preset floor number, and whether the target floor number has the fault is determined according to the heartbeat message sent by the target floor number; and after detecting that the target floor number has a fault, transferring the service of the target floor number to a preset floor number.
As an optional implementation manner of the embodiment of the present invention, whether the target floor number has a fault is detected by sending a heartbeat message from the target floor number to the predetermined floor number, specifically, the target floor number sends a heartbeat message to the predetermined floor number, and when it is detected that the target floor number has a fault according to the heartbeat message sent by the target floor number, a service using the target floor number as an actual access number may be migrated to the predetermined floor number. Optionally, the target floor number may also be configured to receive a heartbeat message sent by another floor number, and when it is detected that another floor number has a fault, migrate a service using the other floor number as an actual access number to the target floor number.
Optionally, the call center includes a plurality of rooms, the devices installed in each room are the same, and receiving the service to the room through the selected trunk line includes: selecting any machine room from a plurality of machine rooms as a target machine room; and receiving the service to the target computer room through the selected relay line.
As an optional implementation manner of the embodiment of the present invention, each of the multiple machine rooms included in the call center is provided with the same device, that is, the physical configurations of the multiple machine rooms of the call center are the same, by using the multiple machine rooms, normal operation of the call center is not affected no matter which machine room of the call center fails, and optionally, in an operation process, load balancing of the multiple machine rooms of the call center is performed.
Optionally, before receiving the service to the target equipment room through the selected trunk line, the method includes: detecting whether a target machine room is in fault, wherein the target machine room sends heartbeat messages to a preset machine room, and judging whether the target machine room is in fault according to the heartbeat messages sent by the target machine room; and after detecting that the target machine room has a fault, migrating the service of the target machine room to a preset machine room.
As an optional implementation manner of the embodiment of the present invention, whether the target machine room fails or not is detected by sending a heartbeat message from the target machine room to the predetermined machine room, specifically, the target machine room sends the heartbeat message to the predetermined machine room, and when it is detected that the target machine room fails according to the heartbeat message sent by the target machine room, a service received by the target machine room is migrated to the predetermined machine room. Optionally, the target computer room may be further configured to receive heartbeat messages sent by other computer rooms, and when it is detected that the other computer rooms are faulty according to the heartbeat messages sent by the other computer rooms, migrate services received by the other computer rooms to the target computer room.
Optionally, each of the multiple equipment rooms includes a first device and a second device, where the first device and the second device are configured identically, and configured to provide a service for the call center, and the receiving the service to the target equipment room through the selected trunk line includes: detecting whether a first device of a target machine room fails, wherein the first device sends a heartbeat message to a second device, and determining whether the first device fails according to the heartbeat message sent by the first device; if the first equipment is detected not to have a fault, receiving the service to the first equipment; and if the first equipment is detected to be out of order, receiving the service to the second equipment.
As an optional implementation manner of the embodiment of the present invention, each computer room includes a first device and a second device, and the first device and the second device have the same configuration, where the first device is a master device, and the second device is a backup device of the first device. The second equipment receives the heartbeat message sent by the first equipment, detects whether the first equipment fails or not, and migrates the service of the first equipment to the second equipment after detecting that the first equipment fails so as to ensure the normal operation of the machine room.
Optionally, selecting one relay line from the relay lines provided by a plurality of operators, and receiving the service to the computer room through the selected relay line includes: selecting a target trunk line from a plurality of operator-provided trunk lines; detecting whether a target relay line has a fault, wherein the target relay line sends heartbeat messages to a preset relay line, and whether the target relay line has the fault is determined according to the heartbeat messages sent by the target relay line; if the target relay line is not in fault, receiving the service to the machine room through the target relay line; and if the target relay line has a fault, transferring the service of the target relay line to a preset relay line, and receiving the service to the computer room through the preset relay line.
As an optional implementation manner of the embodiment of the present invention, whether the target relay line fails or not is detected by sending a heartbeat message from the target relay line to a predetermined relay line. Specifically, the target relay line sends a heartbeat message to the predetermined relay line, and when it is detected that the target relay line has a fault according to the heartbeat message sent by the target relay line, the service of the target relay line is migrated to the predetermined relay line. Optionally, the target relay line is further configured to receive heartbeat messages sent by other relay lines, and migrate services of other relay lines to the target relay line when detecting that the other relay lines have a fault according to the heartbeat messages sent by the other relay lines.
Optionally, the call center includes a plurality of sites, any one of the plurality of machine rooms is connected to each of the plurality of sites, and the allocating the services to the sites through the machine rooms includes: selecting a target workplace from a plurality of workplaces; detecting whether a target position fails, wherein the target position sends heartbeat messages to a preset position, and whether the target position fails is determined according to the heartbeat messages sent by the target position; if the target workplace is not in fault, distributing the service to the target workplace through the machine room; and if the target workplace has a fault, distributing the service to the preset workplace through the machine room.
As an optional implementation manner of the embodiment of the present invention, each machine room is connected to each of the at least one job post, so that each machine room can select any one job post as a target job post, allocate the received call service to the target job post, and send a heartbeat message to a predetermined job post through the target job post to detect whether the target job post is faulty. Specifically, the target site sends a heartbeat message to the predetermined site, and when the target site is detected to have a fault according to the heartbeat message sent by the target site, the service allocated to the target site is allocated to the predetermined site. Optionally, the target position is further configured to receive heartbeat messages sent by other positions, and when it is detected that the other positions have a fault according to the heartbeat messages sent by the other positions, allocate the services allocated to the other positions to the target position.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
In the above embodiments of the present invention, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
In the embodiments provided in the present application, it should be understood that the disclosed technology can be implemented in other ways. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units may be a logical division, and in actual implementation, there may be another division, for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, units or modules, and may be in an electrical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a removable hard disk, a magnetic or optical disk, and other various media capable of storing program codes.
The foregoing is only a preferred embodiment of the present invention, and it should be noted that, for those skilled in the art, various modifications and decorations can be made without departing from the principle of the present invention, and these modifications and decorations should also be regarded as the protection scope of the present invention.
Claims (6)
1. A call center, comprising:
the system comprises at least one workplace, a plurality of terminals and a plurality of communication terminals, wherein the workplace is distributed at different preset geographic positions respectively, each workplace comprises a plurality of seats, and the seats are used for processing services received by the call center;
at least one machine room connected to the at least one workplace for housing equipment for servicing the call center;
the system comprises a plurality of operator-provided trunk lines, wherein each machine room in at least one machine room is accessed to at least two trunk lines provided by different operators, and each trunk line is connected with a calling number of a calling center;
the call center is provided with a plurality of landing numbers, wherein each of the relay lines provided by the operators is provided with at least two different landing numbers, the landing numbers are actual access numbers of the services received by the call center, and the landing numbers access the services received by the call center in sequence in a wheel selection access mode;
each of the plurality of floor numbers is used for sending a first heartbeat message to a first preset floor number, receiving a second heartbeat message sent by a second preset floor number, and migrating the service of the second preset floor number to the floor number after determining that the second preset floor number has a fault according to the second heartbeat message.
2. The call center of claim 1, wherein the at least one room is a plurality of rooms, the equipment housed in each room is the same, and any one of the plurality of rooms is connected to each of the at least one job site.
3. The call center according to claim 2, wherein each of the multiple machine rooms is configured to send a third heartbeat message to a first predetermined machine room, receive a fourth heartbeat message sent by a second predetermined machine room, and migrate the service of the second predetermined machine room to the machine room after determining that the second predetermined machine room has a failure according to the fourth heartbeat message.
4. A method of operating a call center, comprising:
detecting the service received by the call center;
when detecting that the call center receives a service, selecting a relay line from relay lines provided by a plurality of operators, and receiving the service to a machine room through the selected relay line, wherein each relay line is connected with a call number of the call center, the machine room is used for arranging equipment for providing service for the call center, and the machine room is accessed to at least two relay lines provided by different operators;
distributing the service to a workplace through the machine room, wherein the workplace is connected with the machine room and comprises a plurality of seats, and the seats are used for processing the service;
wherein, call center is equipped with a plurality of numbers that fall to the ground, every trunk line in the trunk line that a plurality of operators provided is equipped with two different numbers that fall to the ground at least, selects a trunk line from the trunk line that a plurality of operators provided, with the business is received to the computer lab and is included: selecting a target landing number from the plurality of landing numbers by adopting a wheel selection access mode; the target landing number is used as an actual access number of the service, and the service is received to the machine room through a relay line where the actual access number is located;
before the target landing number is used as an actual access number of the service and the service is received to the machine room through a relay line where the actual access number is located, the method comprises the following steps: detecting whether the target floor number has a fault, wherein the target floor number sends a heartbeat message to a preset floor number, and whether the target floor number has the fault is determined according to the heartbeat message sent by the target floor number; and after detecting that the target floor number has a fault, transferring the service of the target floor number to the preset floor number.
5. The method of claim 4, wherein the call center comprises a plurality of rooms, the equipment installed in each room is the same, and the receiving the service to the room through the selected trunk line comprises:
selecting any one machine room from the plurality of machine rooms as a target machine room;
and receiving the service to the target computer room through the selected relay line.
6. The method of claim 5, wherein before receiving the traffic to the target equipment room via the selected trunk line, the method comprises:
detecting whether the target machine room is in fault, wherein the target machine room sends heartbeat messages to a preset machine room, and judging whether the target machine room is in fault according to the heartbeat messages sent by the target machine room;
and after detecting that the target machine room has a fault, migrating the service of the target machine room to the preset machine room.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710070153.7A CN106851034B (en) | 2017-02-08 | 2017-02-08 | Call center and operation method thereof |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710070153.7A CN106851034B (en) | 2017-02-08 | 2017-02-08 | Call center and operation method thereof |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN106851034A CN106851034A (en) | 2017-06-13 |
| CN106851034B true CN106851034B (en) | 2020-05-22 |
Family
ID=59122110
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710070153.7A Active CN106851034B (en) | 2017-02-08 | 2017-02-08 | Call center and operation method thereof |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN106851034B (en) |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| 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 |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102143288A (en) * | 2010-11-30 | 2011-08-03 | 华为技术有限公司 | Disaster recovery method and disaster recovery device in call center |
| CN102413251A (en) * | 2011-12-31 | 2012-04-11 | 携程计算机技术（上海）有限公司 | Large-scale distributed call center system |
| CN103269461A (en) * | 2013-04-28 | 2013-08-28 | 携程计算机技术（上海）有限公司 | Large-scale call center trunk circuit access system |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7990948B2 (en) * | 2003-08-15 | 2011-08-02 | Quintence Properties Kg, Llc | Serverless and switchless internet protocol telephony system and method |
-
2017
- 2017-02-08 CN CN201710070153.7A patent/CN106851034B/en active Active
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102143288A (en) * | 2010-11-30 | 2011-08-03 | 华为技术有限公司 | Disaster recovery method and disaster recovery device in call center |
| CN102413251A (en) * | 2011-12-31 | 2012-04-11 | 携程计算机技术（上海）有限公司 | Large-scale distributed call center system |
| CN103269461A (en) * | 2013-04-28 | 2013-08-28 | 携程计算机技术（上海）有限公司 | Large-scale call center trunk circuit access system |
Also Published As
| Publication number | Publication date |
|---|---|
| CN106851034A (en) | 2017-06-13 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN110266716B (en) | Unified service platform system of power grid | |
| CN112671882B (en) | Same-city double-activity system and method based on micro-service | |
| CN102075643B (en) | Terminal device and backup system | |
| CN102231682B (en) | Stacking conflict processing method and equipment | |
| CN102891868A (en) | Load balancing method and device for distributed system | |
| CN106533736A (en) | Network device reboot method and apparatus | |
| CN111158962A (en) | Remote disaster recovery method, device, system, electronic equipment and storage medium | |
| CN101467132B (en) | Method and system for distributing data processing units in a communication network | |
| CN106851034B (en) | Call center and operation method thereof | |
| CN108737543B (en) | Distributed Internet of things middleware and working method | |
| US8520831B2 (en) | Method of unifying control of contact center system | |
| US11861133B1 (en) | Apparatus and methods of analyzing status of computing servers | |
| CN106534758B (en) | Conference backup method and device | |
| JP2011209811A (en) | Virtual machine system and virtual machine arrangement method | |
| US9325595B1 (en) | Method and apparatus for identifying available work stations | |
| JP2018517345A (en) | Availability counting apparatus and method | |
| CN102868594B (en) | Method and device for message processing | |
| EP3018931B1 (en) | Method and system for establishing a self-organized mobile core in a cellular communication network | |
| KR101648568B1 (en) | Method for using distributed objects by clustering them and system using the same | |
| CN113098728B (en) | Health check method of load balancing system and related equipment | |
| CN114070716B (en) | Application management system, application management method and server | |
| US11777814B1 (en) | User-configurable alerts for computing servers | |
| CN101217354B (en) | A selecting method of processing unit in distributed system | |
| US11696251B2 (en) | Systems and methods for minimizing risk to wireless backup services | |
| KR102168583B1 (en) | Load balancing management apparatus and control method thereof |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | 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 |