CN108513019A - A kind of method and system for realizing automatic calling distribution service cluster - Google Patents
A kind of method and system for realizing automatic calling distribution service cluster Download PDFInfo
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- CN108513019A CN108513019A CN201710107019.XA CN201710107019A CN108513019A CN 108513019 A CN108513019 A CN 108513019A CN 201710107019 A CN201710107019 A CN 201710107019A CN 108513019 A CN108513019 A CN 108513019A
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- Prior art keywords
- automatic calling
- allocation unit
- client
- calling allocation
- message
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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
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5237—Interconnection arrangements between ACD systems
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
Abstract
The present invention provides a kind of method and system for realizing automatic calling distribution service cluster, contributes to the high reliability for ensuring system, while improving the practical efficiency of system.The system includes client, connector, multiple automatic calling allocation units and serve log, wherein：The client sends a message to the connector；First in message distribution from the client to multiple automatic calling allocation unit is called allocation unit by the connector automatically；The first automatic calling allocation unit in multiple automatic calling allocation unit is upon receiving the message, the message is handled, and the message and information associated with the message are recorded to the serve log, so that when the first automatic calling allocation unit breaks down, other automatic calling allocation units in multiple automatic calling allocation unit can read the information that the first automatic calling allocation unit is recorded from the serve log, to continue to provide service to the client.
Description
Technical field
The present invention relates to computer and software technology field, a kind of particularly automatic calling of realization distributes service cluster
Method and system.
Background technology
Currently, call center makes full use of modern communications and computer technology, such as IVR (Interactive Voice
Response, interactive voice call center flow answering system), ACD (Automatic Call Distribution, automatically
Call distribution system) etc., it can automatically and flexibly handle a large amount of a variety of different phone incoming calls and call business and service
Run operationlocation.Call center is gradually from telemarketing center to CTI (Computer in enterprise applies
Telephony Integration, computer telephone integration) rich call center transformation, i.e., by phone, computer, mutually
The various kinds of media integrated applications such as networking are in the multinomial work such as marketing, service.
Call center is typically to be utilized in the place of a Relatively centralized, the service organization being made of several attendants
Computer communication technology, handle from enterprise, customer condescend to inquire and demand for counseling.By taking telephone counseling as an example, is having while locating
Incoming call in the case of being provided simultaneously with caller ID display, can be automatically assigned to have corresponding technical ability by the ability for managing a large amount of callings
Attendant's processing, and all calling information can be recorded and store.One typical exhaling based on customer service
Make center that can have both incoming call and call out function, it, can be with while handling the business such as information inquiry, consulting, complaint of customer
Carry out the call business such as customer's return visit, satisfaction investigation.
In the prior art, usually using the technical solution of two kinds of message forwarding, i.e. hot reserve scheme and N+M warm standby schemes.
Fig. 1 is the hot reserve scheme forwarded in the prior art about message.As shown in Figure 1, each ACD service units are configured with
Primary and backup two ACD units, two ACD units void IP having the same, primary ACD units, which receive, comes from IP PBX (IP
Private Branch Exchange, IP user's grade interchanger) event and from acting on behalf of desktop (Agent Desktop)
Message, wherein act on behalf of desktop and be understood to be the client that attendant is operated.Before treatment, in addition to message is turned
Be sent to primary ACD units to be handled outside, message is also forwarded to spare ACD units；Spare ACD units complete with it is primary
The identical processing of processing that ACD units are carried out, but it is different from primary ACD units, and spare ACD units are not forwarded to other network elements
Message；Both ACD units primary in this way and spare ACD units can keep identical state, when primary ACD units break down
When, spare ACD units will be switched to new primary ACD units, which can take over rapidly original communication, without
It can have any impact to communication.
Fig. 2 is the N+M warm standby schemes forwarded in the prior art about message.As shown in Fig. 2, the N number of ACD master of system configuration
With unit, M (<N) a spare ACD units.There is no any message exchange between primary ACD units and spare ACD units, once it is main
It is broken down with ACD units, system can select an available spare ACD unit, using mono- as the primary ACD of original to break down
The replacement of member.All session status of the primary ACD units of original to break down at this time will be lost.
From it is above-mentioned in the prior art, it can be found that the prior art has the disadvantage that：It is primary for hot reserve scheme
The ratio of ACD units and spare ACD units is 1:1, and the load of spare ACD units is consistent with the primary load of ACD units,
But the most of the time, spare ACD units did not handle any practical business, and which results in the wastes of system processing power, that is, only have
50% utilization rate；For N+M warm standby schemes, when the switching of standby usage ACD units occurs, the time is long, it is thus possible to
There are business datum losses, and attendant has it apparent perception, needs to be logged in again.So how true
While protecting the automatic calling distribution cluster service of high reliability, the practical efficiency of system is improved, is current service cluster system
The prominent question of system.
Invention content
In view of this, the present invention provides a kind of method and system for realizing automatic calling distribution service cluster, contribute to
Ensure the high reliability of system, while improving the practical efficiency of system, such as the practical efficiency of system is made to reach 80%,
So that effectively ensuring attendant provides reliable incoming call exhalation service, improves user experience and save into
This.The method and system of automatic calling distribution service cluster disclosed herein is applicable not only to the scene of call center, and
It is applicable to other scenes that multiple service units carry out message forwarding and processing.
To achieve the above object, according to an aspect of the invention, there is provided a kind of automatic calling distribution services set of realization
The method of group.
The a kind of of the present invention realizes that the method for calling distribution service cluster automatically includes：Client sends a message to connection
Device；The connector calls first in the message distribution from the client to multiple automatic calling allocation units automatically
Allocation unit；Described first automatic calling allocation unit after receiving the message, is handled the message, and by institute
It states message and information associated with the message is recorded to serve log so that when the described first automatic calling allocation unit
When failure, other automatic calling allocation units in the multiple automatic calling allocation unit can be from the serve log
The information that the described first automatic calling allocation unit is recorded is read, to continue to provide service to the client.
Optionally, information associated with the message includes：The client event of the message trigger, the client
The state change for the client that event is triggered, the first automatic calling allocation unit are processed at the message
Information.
Optionally, further include：The multiple automatic calling allocation unit via the connector in addition to receiving from described
Except the message of client, the telephone event from IP user's grade interchanger is also received；IP user's grade interchanger will
The telephone event is recorded to the serve log；Described first automatic calling allocation unit is receiving the telephone event
Afterwards, information associated with the telephone event is recorded to serve log so that when the described first automatic calling allocation unit
When failure, other automatic calling allocation units in the multiple automatic calling allocation unit can be from the serve log
The information that the described first automatic calling allocation unit is recorded is read, to continue to provide service to the client.
Optionally, information associated with the telephone event includes：Described the first of the telephone event triggering is automatic
The state change for the client that calling allocation unit is just servicing and the first automatic calling allocation unit are processed
At the information of the telephone event.
Optionally, when the described first automatic calling allocation unit breaks down, the multiple automatic calling allocation unit
In other automatic calling allocation units its in the multiple automatic calling allocation unit can be read from the serve log
He calls the current state for the client that allocation unit is newly taken over and the client associated with the current state automatically
End event and IP user grade interchanger event, and from the client event associated with the current state and institute
It states and continues to read the subsequent client event and IP user grade interchanger event at IP user's grade interchanger event, with
Restore the state machine of the client.
Optionally, when other automatic calling allocation units in the multiple automatic calling allocation unit are just restoring the visitor
When the state machine at family end, other automatic calling allocation units in the multiple automatic calling allocation unit cache the shape simultaneously
Message from the client and the telephone event from IP user grade interchanger during state machine restores.
Optionally, described the first of failure the automatic calling allocation unit notifies the connection automatically after fault restoration
Its failure of device has been repaired, and the client that the connector had previously serviced the described first automatic calling allocation unit is described
The idle moment of client is automatically migrated to the described first automatic calling allocation unit, makes the described first automatic calling allocation unit
Restore the service to the client.
Optionally, the connector is distributed according to the load state of the multiple automatic calling allocation unit from described
The message of client.
Optionally, when the just service the client described first automatic calling allocation unit breaks down, the company
Device is connect according to the load state of the multiple automatic calling allocation unit to select to continue to provide the institute serviced to the client
Other the automatic calling allocation units or the connector stated in multiple automatic calling allocation units are selected according to pre-defined rule
Continue to provide the client other automatic calling allocation units in the multiple automatic calling allocation unit of service.
To achieve the above object, according to another aspect of the present invention, a kind of automatic calling distribution services set of realization is provided
The system of group.
A kind of system for realizing calling distribution service cluster automatically of the present invention includes client, connector, multiple automatic
Allocation unit and serve log are called, wherein：The client sends a message to the connector；The connector is in the future
From the first automatic calling allocation unit in the message distribution to the multiple automatic calling allocation unit of the client；It is described
First automatic calling allocation unit after receiving the message, is handled the message, and by the message and with
The associated information of message is recorded to the serve log so that when the described first automatic calling allocation unit breaks down
When, described in other automatic calling allocation units in the multiple automatic calling allocation unit can be read from the serve log
The information that first automatic calling allocation unit is recorded, to continue to provide service to the client.
Optionally, information associated with the message includes：The client event of the message trigger, the client
The state change for the client that event is triggered, the first automatic calling allocation unit are processed at the message
Information.
Optionally, further include：IP user's grade interchanger, the multiple automatic calling allocation unit is in addition to via the connection
Device receives except the message from the client, also receives the telephone event from IP user grade interchanger, institute
IP user's grade interchanger is stated to record the telephone event to the serve log, and the described first automatic calling allocation unit
After receiving the telephone event, information associated with the telephone event is recorded to serve log so that when described
When first automatic calling allocation unit breaks down, other automatic calling distribution in the multiple automatic calling allocation unit are single
Member can read the information that the described first automatic calling allocation unit is recorded from the serve log, to continue to the client
Offer service is provided.
Optionally, information associated with the telephone event includes：Described the first of the telephone event triggering is automatic
The state change for the client that calling allocation unit is just servicing and the first automatic calling allocation unit are processed
At the information of the telephone event.
Optionally, when the described first automatic calling allocation unit breaks down, the multiple automatic calling allocation unit
In other automatic calling allocation units its in the multiple automatic calling allocation unit can be read from the serve log
He calls the current state for the client that allocation unit is newly taken over and the client associated with the current state automatically
End event and IP user grade interchanger event, and from the client event associated with the current state and institute
It states and continues to read the subsequent client event and IP user grade interchanger event at IP user's grade interchanger event, with
Restore the state machine of the client.
Optionally, when other automatic calling allocation units in the multiple automatic calling allocation unit are just restoring the visitor
When the state machine at family end, other automatic calling allocation units in the multiple automatic calling allocation unit cache the shape simultaneously
Message from the client and the telephone event from IP user grade interchanger during state machine restores.
Optionally, described the first of failure the automatic calling allocation unit notifies the connection automatically after fault restoration
Its failure of device has been repaired, and the client that the connector had previously serviced the described first automatic calling allocation unit is described
The idle moment of client is automatically migrated to the described first automatic calling allocation unit, makes the described first automatic calling allocation unit
Restore the service to the client.
Optionally, the connector is distributed according to the load state of the multiple automatic calling allocation unit from described
The message of client.
Optionally, when the just service the client described first automatic calling allocation unit breaks down, the company
Device is connect according to the load state of the multiple automatic calling allocation unit to select to continue to provide the institute serviced to the client
Other the automatic calling allocation units or the connector stated in multiple automatic calling allocation units are selected according to pre-defined rule
Continue to provide the client other automatic calling allocation units in the multiple automatic calling allocation unit of service.
According to another aspect of the invention, a kind of electronic equipment is provided.
A kind of electronic equipment, including：At least one processor；And connect at least one processor communication
Memory；Wherein, the memory is stored with the instruction that can be executed by one processor, and described instruction is by described at least one
A processor executes, so that at least one processor executes the side of automatic calling distribution service cluster provided by the present invention
Method.
In accordance with a further aspect of the present invention, a kind of readable storage medium storing program for executing is provided.
A kind of computer readable storage medium, institute's state computer-readable recording medium storage have computer instruction, the meter
The instruction of calculation machine is for making the computer execute the method that automatic calling provided by the present invention distributes service cluster.
According to the technique and scheme of the present invention, it is cached and is called automatically handled by allocation unit by using serve log
The associated information of message, and telephone event of the caching from IP user's grade interchanger so that when multiple automatic callings distribute
When the first automatic calling allocation unit in unit breaks down, other automatic callings point in multiple automatic calling allocation units
It can restore to provide service to client by reading information from serve log with unit, realize without spare automatic calling
Allocation unit can provide the automatic calling distribution cluster service of high reliability, to while the high reliability for ensuring system
Improve the practical efficiency of system.Wherein, the described first automatic calling allocation unit is in multiple automatic calling allocation units
Any one, other described automatic calling allocation units be in multiple automatic calling allocation units it is one or more it is available from
Dynamic calling allocation unit.
Description of the drawings
Attached drawing does not constitute inappropriate limitation of the present invention for more fully understanding the present invention.Wherein：
Fig. 1 is the hot reserve scheme forwarded in the prior art about message；
Fig. 2 is the N+M warm standby schemes forwarded in the prior art about message；
Fig. 3 is the system according to the automatic calling distribution service cluster of embodiment of the present invention；
Fig. 4 is the flow chart acted on behalf of desktop and logged according to embodiment of the present invention；
Fig. 5 is the ACD cell processings according to embodiment of the present invention from the flow chart for the message for acting on behalf of desktop；
Fig. 6 is the flow chart that telephone event is reported according to the IP PBX of embodiment of the present invention；
Fig. 7 is the flow chart switched over when being broken down according to the ACD units of embodiment of the present invention；
Fig. 8 is the flow chart for taking over sb.'s job ACD unit recovery agency desktop state machines according to embodiment of the present invention；
Fig. 9 is to restore after the former ACD cell failures reparation according to embodiment of the present invention to provide service to acting on behalf of desktop
Flow chart；
Figure 10 is the hardware configuration signal according to the electronic equipment of the method for the automatic calling distribution of embodiment of the present invention
Figure.
Specific implementation mode
It explains to the exemplary embodiment of the present invention below in conjunction with attached drawing, including embodiment of the present invention
Various details should think them only exemplary to help understanding.Therefore, those of ordinary skill in the art should recognize
Know, various changes and modifications can be made to embodiment described herein, without departing from scope and spirit of the present invention.
Equally, for clarity and conciseness, the description to known function and structure is omitted in following description.
Fig. 3 is the system according to the automatic calling distribution service cluster of embodiment of the present invention.Within the system, including：
The client that attendant is operated --- desktop, IP PBX for transmitting subscriber phone are acted on behalf of, handles to come from and acts on behalf of desktop
Message and telephone event from IP PBX ACD units, be responsible for the message distribution from proxy deskside face to ACD units
What connector and caching and ACD were handled acts on behalf of the service of the associated information of desktop message and the telephone event from IP PBX
Daily record.
Within the system, crucial operation information is saved in the serve log of system by all IP PBX and ACD.It is right
For IP PBX, as described below, crucial operation information is received telephone event；For ACD, following article
It is described, crucial operation information for from act on behalf of the message of desktop, the message is triggered acts on behalf of desktop event, acts on behalf of desktop thing
The state change of what part and telephone event were triggered act on behalf of desktop, the ACD units are processed at the message and electricity of acting on behalf of desktop
The information of words event.
Connector assembly can be such that all desktops of acting on behalf of use on identical domain logon to different ACD units.It can be with
The quantity for acting on behalf of desktop that ACD units can carry is configured according to some percentage (such as 80%) of actual capacity.
When some ACD unit breaks down, connector is according to the load state or pre-defined rule of other ACD units, choosing
Fixed one or more available ACD units, then by failure ACD units serviced act on behalf of desktop be reassigned into it is selected
ACD units.ACD units being assigned, continuing to provide service to act on behalf of desktop will read these from serve log and act on behalf of desktop
Log information, to restore state that these act on behalf of desktop so that it can unaware continue to operate.Wherein, pre-defined rule can
To be, for example, specified ACD units N is the backup of ACD units M, and when ACD units M breaks down, ACD units N is designated as
The successor of ACD units M.
Fig. 4 is the flow chart acted on behalf of desktop and logged according to embodiment of the present invention.In S41, desktop company is acted on behalf of
It is connected to connector.In S42, acts on behalf of desktop and log-on message is sent to connector, such as the log-on message includes mark of attending a banquet
With phone identification (telephone number).In S43, connector is that this acts on behalf of desktop lookup ACD units appropriate, such as selection is currently
Threshold value ACD units below are supported on, or the ACD units that selection present load is most light.Connector is by the log messages in S44
It is forwarded to the ACD units.In S45, ACD units start offer service.
Fig. 5 is the ACD cell processings according to embodiment of the present invention from the flow chart for the message for acting on behalf of desktop.In S51
In, it acts on behalf of desktop and sends a message to connector, which is, for example, to dial the operation of outside line.In S52, connector will
The message is forwarded to acts on behalf of the ACD units that desktop provides service to this.In S53, ACD units receive message, and by the message
Serve log is recorded.In S54, in ACD units, some acts on behalf of desktop event to the message trigger, this acts on behalf of desktop thing
Part is, for example, " receiving from the operational order for acting on behalf of desktop " corresponding with the message received, and this acts on behalf of desktop thing
Part can make the state for acting on behalf of desktop change, such as make to act on behalf of desktop and move to " calling " state.ACD units are by the generation
Serve log is recorded in reason desktop event and corresponding status information.It is somebody's turn to do in addition, if the confirmation of ACD units has handled completion
Desktop event is acted on behalf of, then processing is completed the information from the message for acting on behalf of desktop and is sent to serve log by ACD units.
Fig. 6 is the flow chart that telephone event is reported according to the IP PBX of embodiment of the present invention.In S61, IP PBX to
ACD units report telephone event, and serve log is recorded in the telephone event.In s 62, ACD is according to from IP PBX's
The state machine of telephone event renewal agency desktop, and serve log is recorded in status information.In addition, if ACD units confirm
It has handled and has completed the telephone event, then processing is completed the Phone event information and is sent to serve log by ACD units.
Fig. 7 is the flow chart switched over when being broken down according to the ACD units of embodiment of the present invention.In S71, even
Load state or pre-defined rule of the device according to other ACD units are connect, one or more ACD units are selected, using mono- as failure ACD
Member takes over sb.'s job ACD units, continues to provide service to acting on behalf of desktop；Pre-defined rule can be, for example, that it is ACD mono- to specify ACD units N
The backup of first M, when ACD units M breaks down, ACD units N is designated as the successor of ACD units M.In S72, connection
Device is re-assigned to selected ACD units by desktop is acted on behalf of.In S73, takes over sb.'s job ACD units and pass through from serve log reading and newly
Desktop is relevant to act on behalf of desktop event, telephone event and corresponding status information acting on behalf of of taking over, and proceeds by and newly takes over
The recovery process of the state machine of desktop is acted on behalf of, hereafter, with reference to figure 8, describes in detail and takes over sb.'s job the agency that the recovery of ACD units is newly taken over
The process of the state machine of desktop；In the recovery process of state machine, takes over sb.'s job ACD and cache the phone from IP PBX newly received
Event and from the information for acting on behalf of desktop.In s 74, ACD unit Wait-to-Restore processes are taken over sb.'s job；And in S75, judge whether
It completes to restore the state for acting on behalf of desktop newly taken over.If in S75, takes over sb.'s job ACD units and not yet complete generation to newly taking over
The state for managing desktop is restored, then takes over sb.'s job ACD units and return in S74 to continue waiting for.If in S75, it is complete to take over sb.'s job ACD units
The state for acting on behalf of desktop newly taken in pairs is restored, then in s 76, takes over sb.'s job ACD unit start to process and cached in recovery process
Telephone event from IP PBX and from the information for acting on behalf of desktop, to continue to provide clothes to the desktop of acting on behalf of newly taken over
Business.
Fig. 8 is the flow chart for taking over sb.'s job ACD unit recovery agency desktop state machines according to embodiment of the present invention.In S81
In, it takes over sb.'s job ACD units and reads the last one state for acting on behalf of desktop state machine for newly taking over from serve log, and from the shape of reading
The last one that triggering state changes is obtained in state information acts on behalf of desktop Case Number An and the last one telephone event number In.
In S82, take over sb.'s job ACD units continue from serve log read include number be An+1 act on behalf of desktop event and number be In
The log information of+1 telephone event, and trigger the state change for acting on behalf of desktop.In S83, until correlation log information is read
It completes, in taking over sb.'s job ACD units, the state machine for acting on behalf of desktop newly taken over serviced restores completely.
Fig. 9 is to restore after the former ACD cell failures reparation according to embodiment of the present invention to provide service to acting on behalf of desktop
Flow chart.It in the present invention,, will in the idle moment for acting on behalf of desktop that it was originally serviced after the fault restoration of former ACD units
These are acted on behalf of desktop and switch back into former ACD units from ACD units are taken over sb.'s job, to minimize the influence to acting on behalf of desktop.It is former in S91
ACD units notify its failure of connector to repair automatically, can continue to provide service to acting on behalf of desktop.In S92, connector exists
With the associated idle moment for acting on behalf of desktop of former ACD units, so that it is published and take over sb.'s job ACD units, logs on to failure modification again
Former ACD units.
According to an embodiment of the invention, the present invention also provides a kind of electronic equipment and a kind of computer-readable storage medium
Matter.
The present invention electronic equipment include：At least one processor；And connect at least one processor communication
Memory；Wherein, which is stored with the instruction that can be executed by a processor, and the instruction is by least one processor
It executes, so that the method that at least one processor executes automatic calling distribution provided by the present invention.
The computer-readable recording medium storage of the present invention has computer instruction, and the computer instruction is for making computer hold
The method of row automatic calling distribution provided by the present invention.
It should be noted that computer-readable medium described herein can be computer-readable signal media or meter
Calculation machine readable storage medium storing program for executing either the two arbitrarily combines.Computer readable storage medium for example can be --- but not
Be limited to --- electricity, magnetic, optical, electromagnetic, infrared ray or semiconductor system, device or device, or arbitrary above combination.Meter
The more specific example of calculation machine readable storage medium storing program for executing can include but is not limited to：Electrical connection with one or more conducting wires, just
It takes formula computer disk, hard disk, random access storage device (RAM), read-only memory (ROM), erasable type and may be programmed read-only storage
Device (EPROM or flash memory), optical fiber, portable compact disc read-only memory (CD-ROM), light storage device, magnetic memory device,
Or above-mentioned any appropriate combination.In this application, can be any include computer readable storage medium or storage journey
The tangible medium of sequence, the program can be commanded the either device use or in connection of execution system, device.And at this
In application, computer-readable signal media may include in a base band or as the data-signal that a carrier wave part is propagated,
Wherein carry computer-readable program code.Diversified forms may be used in the data-signal of this propagation, including but unlimited
In electromagnetic signal, optical signal or above-mentioned any appropriate combination.Computer-readable signal media can also be that computer can
Any computer-readable medium other than storage medium is read, which can send, propagates or transmit and be used for
By instruction execution system, device either device use or program in connection.Include on computer-readable medium
Program code can transmit with any suitable medium, including but not limited to：Wirelessly, electric wire, optical cable, RF etc. or above-mentioned
Any appropriate combination.
Figure 10 is the hardware configuration signal according to the electronic equipment of the method for the automatic calling distribution of embodiment of the present invention
Figure.As shown in Figure 10, which includes：One or more processors 101 and memory 102, at one in Figure 10
For reason device 101.Wherein, memory 102 is computer readable storage medium provided by the present invention.
Automatically the electronic equipment of the method for calling distribution can also include：Input unit 103 and output device 104.
Processor 101, memory 102, input unit 103 and output device 104 can pass through bus or other modes
It connects, in Figure 10 for being connected by bus.
Memory 102 is used as a kind of computer readable storage medium, can be used for depositing software program calculation machine executable program and refers to
Order and module, such as program instruction corresponding with the automatic method of calling distribution in the embodiment of the present invention --- for example, Fig. 5 institutes
Flow of the ACD cell processings shown from the message for acting on behalf of desktop, phone of the ACD cell processings from IP PBX shown in fig. 6
Flow that the flow of event, ACD units shown in Fig. 7 switch over when breaking down shown in Fig. 8 takes over sb.'s job the recovery of ACD units
Restore to provide acting on behalf of desktop the stream of service after acting on behalf of the flow of desktop state machine, original ACD cell failure reparations shown in Fig. 9
Journey.Processor 101 is by running software program, instruction and the module of storage in the memory 102, to execute ACD services
The automatic calling distribution service cluster in above method embodiment is realized in the various function application of cluster and data processing
Method.
Memory 102 may include storing program area and storage data field, wherein storing program area can store operation system
System, the required application program of at least one function；Storage data field can store the strategy etc. that ACD units are taken over sb.'s job in selection.In addition,
Memory 102 may include high-speed random access memory, can also include memory, for example, at least a magnetic disk storage
Part, flush memory device or other solid-state memories.In some embodiments, it includes relative to processor that memory 102 is optional
101 remotely located memories, these remote memories can pass through network connection to the electronic equipment.The example of above-mentioned network
Including but not limited to internet, intranet, LAN, mobile radio communication and combinations thereof.
Input unit 103 can receive the policy-related (noun) number or character letter that ACD units are taken over sb.'s job with selection of such as input
Breath.Output device 104 may include that display screen etc. shows equipment
One or more of module storages in the memory 102, are executed when by one or more processor 101
When, execute the method for realizing the automatic calling distribution service cluster in above-mentioned any means embodiment.
The said goods can perform the method that the embodiment of the present invention is provided, and has the corresponding function module of execution method and has
Beneficial effect.The not technical detail of detailed description in the present embodiment, reference can be made to the method that the embodiment of the present invention is provided.
Above-mentioned specific implementation mode, does not constitute limiting the scope of the invention.Those skilled in the art should be bright
It is white, design requirement and other factors are depended on, various modifications, combination, sub-portfolio and replacement can occur.It is any
Modifications, equivalent substitutions and improvements made by within the spirit and principles in the present invention etc., should be included in the scope of the present invention
Within.
Claims (20)
1. a kind of method for realizing automatic calling distribution service cluster, which is characterized in that including：
Client sends a message to connector；
The connector exhales first in the message distribution from the client to multiple automatic calling allocation units automatically
It is allocation unit；
Described first automatic calling allocation unit after receiving the message, is handled the message, and disappear described
Breath and information associated with the message are recorded to serve log so that when the described first automatic calling allocation unit occurs
When failure, other automatic calling allocation units in the multiple automatic calling allocation unit can be read from the serve log
The information for taking the described first automatic calling allocation unit to be recorded, to continue to provide service to the client.
2. according to the method described in claim 1, it is characterized in that, information associated with the message includes：The message
The state change for the client that the client event of triggering, the client event are triggered, the first automatic calling
The processed information at the message of allocation unit.
3. according to the method described in claim 2, it is characterized in that, further including：
The multiple automatic calling allocation unit in addition to via the connector receive the message from the client it
Outside, the telephone event from IP user's grade interchanger is also received；
IP user's grade interchanger records the telephone event to the serve log；
Described first automatic calling allocation unit, will letter associated with the telephone event after receiving the telephone event
Breath is recorded to the serve log so that the multiple to exhale automatically when the described first automatic calling allocation unit breaks down
Make other automatic calling allocation units in allocation unit that can read the described first automatic calling distribution from the serve log
The information that unit is recorded, to continue to provide service to the client.
4. according to the method described in claim 3, it is characterized in that, information associated with the telephone event includes：It is described
The state change for the client that described first automatic calling allocation unit of telephone event triggering is just servicing and described the
The one automatic calling processed information at the telephone event of allocation unit.
5. according to the method described in claim 4, it is characterized in that, when the described first automatic calling allocation unit breaks down
When, described in other automatic calling allocation units in the multiple automatic calling allocation unit can be read from the serve log
Current states of clients that other automatic calling allocation units in multiple automatic calling allocation units are newly taken over and with institute
State the associated client event of current state and the IP user grade interchanger event, and from the current state
Continue to read the subsequent client event at the associated client event and IP user grade interchanger event
With the IP user grade interchanger event, to restore the state machine of the client.
6. according to the method described in claim 5, it is characterized in that, in the multiple automatic calling allocation unit other from
When dynamic calling allocation unit is just restoring the state machine of the client, other in the multiple automatic calling allocation unit are automatic
Calling allocation unit caches the message during the state machine restores from the client and comes from the IP user simultaneously
The telephone event of grade interchanger.
7. according to the method described in claim 6, it is characterized in that, the described first automatic calling allocation unit to break down exists
Notify its failure of the connector to repair after fault restoration, the connector calls allocation unit automatically by described first automatically
The client previously serviced is automatically migrated to the described first automatic calling allocation unit in the idle moment of the client,
The described first automatic calling allocation unit is set to restore the service to the client.
8. method according to any one of claim 1 to 7, which is characterized in that the connector according to it is the multiple from
The load state of calling allocation unit is moved to distribute the message from the client.
9. method according to any one of claim 1 to 7, which is characterized in that when just servicing described in the client
When first automatic calling allocation unit breaks down, the connector is according to the load shape of the multiple automatic calling allocation unit
Other automatic callings point in the multiple automatic calling allocation unit of the condition to select to continue to provide the client service
The multiple the exhaling automatically to client offer service is continued according to pre-defined rule selection with unit or the connector
It is other automatic calling allocation units in allocation unit.
10. a kind of system for realizing automatic calling distribution service cluster, which is characterized in that the system comprises client, connections
Device, multiple automatic calling allocation units and serve log, wherein：
The client sends a message to the connector；
The connector by first in the message distribution from the client to the multiple automatic calling allocation unit from
Dynamic calling allocation unit；
Described first automatic calling allocation unit after receiving the message, is handled the message, and disappear described
Breath and information associated with the message are recorded to the serve log so that when the described first automatic calling allocation unit
When failure, other automatic calling allocation units in the multiple automatic calling allocation unit can be from the serve log
The information that the described first automatic calling allocation unit is recorded is read, to continue to provide service to the client.
11. system according to claim 10, which is characterized in that information associated with the message includes：It is described to disappear
The state change for the client that client event, the client event of breath triggering are triggered, described first exhale automatically
Make allocation unit processed at the message information.
12. system according to claim 11, which is characterized in that further include：
IP user's grade interchanger, the multiple automatic calling allocation unit come from the client in addition to being received via the connector
Except the message at end, the telephone event from IP user grade interchanger is also received, IP user's grade interchanger will
The telephone event is recorded to the serve log, and the described first automatic calling allocation unit is receiving the phone thing
After part, information associated with the telephone event is recorded to serve log so that when the described first automatic calling distribution is single
When member breaks down, other automatic calling allocation units in the multiple automatic calling allocation unit can be from the service day
Will reads the information that the described first automatic calling allocation unit is recorded, to continue to provide service to the client.
13. system according to claim 12, which is characterized in that information associated with the telephone event includes：Institute
State the state change of the client that the described first automatic calling allocation unit of telephone event triggering is just servicing and described
The first automatic calling processed information at the telephone event of allocation unit.
14. system according to claim 13, which is characterized in that when the described first automatic calling allocation unit breaks down
When, described in other automatic calling allocation units in the multiple automatic calling allocation unit can be read from the serve log
Current states of clients that other automatic calling allocation units in multiple automatic calling allocation units are newly taken over and with institute
State the associated client event of current state and the IP user grade interchanger event, and from the current state
Continue to read the subsequent client event at the associated client event and IP user grade interchanger event
With the IP user grade interchanger event, to restore the state machine of the client.
15. system according to claim 14, which is characterized in that when other in the multiple automatic calling allocation unit
When automatic calling allocation unit is just restoring the state machine of the client, in the multiple automatic calling allocation unit other from
Dynamic calling allocation unit caches the message during the state machine restores from the client and is used from the IP simultaneously
The telephone event of family grade interchanger.
16. system according to claim 15, which is characterized in that the automatic calling allocation unit of described the first of failure
Its failure of the connector is notified to repair automatically after fault restoration, the connector is single by the described first automatic calling distribution
The client that member had previously serviced is automatically migrated to the described first automatic calling distribution list in the idle moment of the client
Member makes the described first automatic calling allocation unit restore the service to the client.
17. the system according to any one of claim 10 to 16, which is characterized in that the connector is according to the multiple
Automatically the load state of allocation unit is called to distribute the message from the client.
18. the system according to any one of claim 10 to 16, which is characterized in that when the institute for just servicing the client
When stating the first automatic calling allocation unit and breaking down, the connector is according to the load of the multiple automatic calling allocation unit
Other automatic callings in the multiple automatic calling allocation unit of the situation to select to continue to provide the client service
Allocation unit or the connector continue to provide the multiple automatic of service to the client according to pre-defined rule selection
Call other automatic calling allocation units in allocation unit.
19. a kind of electronic equipment, which is characterized in that including：
At least one processor；And
The memory being connect at least one processor communication；Wherein,
The memory is stored with the instruction that can be executed by one processor, and described instruction is by least one processor
It executes, so that at least one processor is able to carry out the method described in any one of claim 1 to 9.
20. a kind of computer readable storage medium, which is characterized in that the computer-readable recording medium storage has computer to refer to
It enables, the method that the computer instruction is used to that the computer perform claim to be made to require described in any one of 1 to 9.
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