CN108989583A - Method for testing pressure, system, electronic equipment and the storage medium of call center - Google Patents
Method for testing pressure, system, electronic equipment and the storage medium of call center Download PDFInfo
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- CN108989583A CN108989583A CN201810910857.5A CN201810910857A CN108989583A CN 108989583 A CN108989583 A CN 108989583A CN 201810910857 A CN201810910857 A CN 201810910857A CN 108989583 A CN108989583 A CN 108989583A
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- Prior art keywords
- media services
- services unit
- call
- call center
- ivr process
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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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/26—Arrangements for supervision, monitoring or testing with means for applying test signals or for measuring
- H04M3/28—Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
- H04M3/362—Traffic simulation
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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
- H04M3/5234—Uniform load distribution
Abstract
The present invention provides method for testing pressure, system, electronic equipment and the storage medium of call center, and wherein to include: multiple calling terminals initiate multiple call requests to call center to method；Load balancing component obtains the resource value of each media services unit, and each call request is distributed to corresponding media services unit；Each media services unit initiates the request for obtaining IVR process according to the call request of distribution；The IVR process that route service component obtains response call request is sent to corresponding media services unit；Media services unit responds call request according to IVR process, and the data transmission based on IVR process is carried out between corresponding calling terminal, until traversal IVR process.The present invention simulates client by calling terminal and initiates to call to call center, each serviced component response calling in call center, simulation interaction is carried out between calling terminal, completes the pressure test of call center under high concurrent mode, testing efficiency is improved by automatic test, saves testing cost.
Description
Technical field
The present invention relates to Internet technical fields, specifically, being related to a kind of method for testing pressure of call center, being
System, electronic equipment and storage medium.
Background technique
VOIP (Voice over Internet Protocol, the i.e. networking telephone) soft-switch platform is in voice communication at present
Industry is widely applied, and especially understands tacitly domain in a call.The traffic of the call center system of a usual electric business platform
Measure huge, only part incoming call business can reach 500,000 or more daily, and Real-time and Concurrent calling can reach thousands of roads.In order to ensure exhaling
After making centring system online, high concurrent calling in the case where platform can stable operation, must just feel concerned about on system in a call
Sufficient high concurrent simulation test is carried out before line.
Then, a large amount of manpower is arranged to test availability of the call center system under high concurrent, it is clear that unrealistic.
Just think, if simulating one 2000 concurrent, 30CPS (call volume of initiation per second) by manpower, at least needs 2000
A user is ceaselessly to call center system Inbound Calls.This mode will bring the huge waste of man power and material.
It should be noted that information is only used for reinforcing the reason to background of the invention disclosed in above-mentioned background technology part
Solution, therefore may include the information not constituted to the prior art known to persons of ordinary skill in the art.
Summary of the invention
For the problems of the prior art, method for testing pressure, system, the electronics that the present invention provides a kind of call center are set
Standby and storage medium solves the problems, such as to be unable to complete automation pressure test under call center's high concurrent mode in the prior art.
According to an aspect of the present invention, a kind of method for testing pressure of call center is provided, is included the following steps: multiple
Calling terminal is based on Session Initiation Protocol and initiates call request to call center simultaneously, and each call request carries calling parameter；Load is equal
The component that weighs obtains the resource value of each media services unit of call center, according to the resource value of each media services unit by each calling
Request is distributed to corresponding media services unit；Each media services unit initiates to obtain IVR process according to the call request of distribution
Request, each request for obtaining IVR process carries the calling parameter of each call request；The route service component root of call center
According to the calling parameter that each request for obtaining IVR process carries, the IVR process for responding each call request is obtained, each media are sent to
Service unit；Each media services unit IVR process based on the received, responds corresponding call request, with corresponding calling terminal
Between carry out the data transmission based on the IVR process, until traversing the IVR process；And by the transmission data of each step
It records to the test database of call center.
Preferably, in above-mentioned method for testing pressure, the load balancing component distributes each call request to corresponding
The step of media services unit includes: the current talking amount for obtaining each media services unit, based on working as each media services unit
Preceding call volume obtains the resource value of each media services unit, and the resource value and the current talking amount are negatively correlated；By each media
Service unit is sorted from large to small according to its resource value；Each call request is sequentially allocated according to the sequence to each media services
Unit, each media services unit distribute one or more call requests.
Preferably, in above-mentioned method for testing pressure, the calling parameter of the call request includes called number, each called
Number is correspondingly configured with the IVR process for response, and the route service component is carried according to each request for obtaining IVR process
Called number obtains the IVR process for responding each call request.
Preferably, in above-mentioned method for testing pressure, the multiple calling terminal is sent out to the load balancing component simultaneously
The call request risen traverses each IVR process.
Preferably, in above-mentioned method for testing pressure, lead between the media services unit and the route service component
Call center's middleware is crossed to carry out data transmission.
Preferably, in above-mentioned method for testing pressure, base is carried out between each media services unit and corresponding calling terminal
Include: the media services unit according to the IVR process in the step of data transmission of the IVR process, responds corresponding
Call request executes the operational order of the IVR process to the calling terminal；The media services unit receives the calling
Feedback information of the terminal based on the operational order, through call center's middleware by the transmission of feedback information to the road
By serviced component；The route service component obtains the operational order that the feedback information is corresponded in the IVR process, through described
The operational order is transmitted to the media services unit by call center's middleware；It repeats the above steps, is taken in the media
It carries out the data based on the IVR process between business unit and the calling terminal to transmit, until traversing the IVR process.
Preferably, in above-mentioned method for testing pressure, the media services unit is based on call center's middleware
Transmission Control Protocol carries out data transmission, and is carried out between call center's middleware and the route service component based on http protocol
Data transmission.
Preferably, it in above-mentioned method for testing pressure, is based between the load balancing component and each media services unit
Session Initiation Protocol carries out data transmission, and is carried out data transmission between each media services unit and each calling terminal based on Real-time Transport Protocol.
According to another aspect of the present invention, a kind of pressure testing system of call center is provided, including such as lower component: exhaled
It is terminal assembly, multiple call requests are initiated to call center simultaneously based on Session Initiation Protocol, each call request carries calling ginseng
Number；Load balancing component obtains the resource value of each media services unit of call center, according to the resource of each media services unit
Value distributes each call request to corresponding media services unit；Each media services unit is initiated according to the call request of distribution
The request of IVR process is obtained, each request for obtaining IVR process carries the calling parameter of each call request；Route service component, root
According to the calling parameter that each request for obtaining IVR process carries, the IVR process for responding each call request is obtained, is sent to corresponding
Media services unit；Each media services unit IVR process based on the received, responds corresponding call request, with calling terminal group
The data transmission based on each IVR process is carried out between part, until traversing each IVR process；And test database, record each component
Transmission data.
Preferably, in above-mentioned pressure testing system, the load balancing component is executed: obtaining each media services unit
Current talking amount, the current talking amount based on each media services unit obtain the resource value of each media services unit, the resource
Value is negatively correlated with the current talking amount；Each media services unit is sorted from large to small according to its resource value；Each calling is asked
It asks and is sequentially allocated according to the sequence to each media services unit, each one or more callings of media services unit distribution are asked
It asks.
Preferably, above-mentioned pressure testing system further include: call center's middleware, each media services unit and the road
By being carried out data transmission between serviced component by call center's middleware.
According to another aspect of the present invention, a kind of electronic equipment is provided, the electronic equipment includes at least: processor；
Memory, for storing executable instruction；Wherein, the processor is configured to execute via the executable instruction is executed
The step of method for testing pressure of the call center stated.
According to another aspect of the present invention, a kind of computer-readable storage medium is provided, computer is stored thereon with
The step of program, the computer program realizes the method for testing pressure of above-mentioned call center when being executed by processor.
The beneficial effect of the present invention compared with prior art is:
The present invention simulates Client handset place calls center by calling terminal, by load balancing component to call request
It is allocated, then according to the prompt of IVR process, calling terminal is guided to complete self-service business by key or utterance
The process of processing.By way of simulating magnanimity client incoming call, to reach the mesh of pressure test under call center's high concurrent mode
, testing efficiency is improved by automatic test, and largely reduce expenses.
It should be understood that above general description and following detailed description be only it is exemplary and explanatory, not
It can the limitation present invention.
Detailed description of the invention
The drawings herein are incorporated into the specification and forms part of this specification, and shows and meets implementation of the invention
Example, and be used to explain the principle of the present invention together with specification.It should be evident that the accompanying drawings in the following description is only the present invention
Some embodiments for those of ordinary skill in the art without creative efforts, can also basis
These attached drawings obtain other attached drawings.
Fig. 1 shows a kind of step schematic diagram of the method for testing pressure of call center in embodiment；
Fig. 2 shows the step schematic diagrames that data are transmitted between media services unit and calling terminal in embodiment；
Fig. 3 shows the interaction timing diagram of a test sample in embodiment；
Fig. 4 shows a kind of configuration diagram of the pressure testing system of call center in embodiment；
Fig. 5 shows the schematic diagram of a kind of electronic equipment in embodiment；
Fig. 6 shows a kind of schematic diagram of computer readable storage medium in embodiment.
Specific embodiment
Example embodiment is described more fully with reference to the drawings.However, example embodiment can be with a variety of shapes
Formula is implemented, and is not understood as limited to embodiment set forth herein.On the contrary, thesing embodiments are provided so that the present invention will
Fully and completely, and by the design of example embodiment comprehensively it is communicated to those skilled in the art.It is identical attached in figure
Icon note indicates same or similar structure, thus will omit repetition thereof.
Fig. 1 is the step schematic diagram of the method for testing pressure of call center in embodiment.Shown in referring to Fig.1, the present embodiment
The step of method for testing pressure of middle call center includes:
S10, multiple calling terminals are based on Session Initiation Protocol and initiate call request to call center simultaneously, and each call request is taken
Band calling parameter.
Wherein, the calling parameter that call request carries includes called number, and each called number is correspondingly configured with for ringing
IVR (interactive voice answering, the i.e. Voice Navigation) process answered forms the called number-IVR process of storage in the database
Mapping table.
Simulation test is called to carry out high concurrent, in a preferred embodiment, multiple calling terminals are simultaneously to call center
The call request of initiation traverses each IVR process.That is, calling terminal executes various test cases by simulation, to cover calling
All service logics involved in the Voice Navigation process at center, to find that all that may be present ask before product is online
Topic.
It includes: that client speaks, client's follow-up IVR prompt carries out key, client that calling terminal, which needs guest operation to be simulated,
Active on-hook, the passive on-hook of client, client and call etc. of attending a banquet.It includes that client's typing is correct that calling terminal, which needs scene to be simulated,
Information, such as correct key, correct voice input；And the information of client's typing mistake, such as key of mistake are not recorded
Enter the unrelated voice etc. of any information, random typing.To be grasped according to client different under the different scenes of calling terminal simulation
Make, the IVR process of each called number of correspondence that traversal call center is configured, make each IVR process and calling terminal into
Row simulation interactive testing.
S20, load balancing component obtain the resource value of each media services unit of call center, according to each media services list
The resource value of member distributes each call request to corresponding media services unit.
In one embodiment, the step of load balancing component distributes each call request to corresponding media services unit
It include: the current talking amount for obtaining each media services unit, the current talking amount based on each media services unit obtains each media
The resource value of service unit, the resource value of each media services unit and its current talking amount are negatively correlated；By each media services unit
It is sorted from large to small according to its resource value；Each call request is sequentially allocated according to the sequence of media services unit to each media and is taken
Business unit, each media services unit distribute one or more call requests.
Specifically, as soon as the current talking amount of media services unit is more, remaining available resources are fewer.Dividing
Timing preferentially distributes call request to the media services unit more than available resources, with realize the quick response of call request with
And each media services unit executes the relative equilibrium of service.
S30, each media services unit initiate the request for obtaining IVR process, respectively obtain IVR according to the call request of distribution
The request of process carries the calling parameter of each call request；S40, call center route service component according to each acquisition IVR
The calling parameter that the request of process carries, obtains the IVR process for responding each call request, is sent to each media services unit.
After media services unit is assigned to call request, the calling parameter of the call request is obtained, obtains the call request
Called number, issue the request for obtaining the IVR process of the corresponding called number immediately, will be carried by route service component called
The call request of number routes to corresponding IVR process.
In a preferred embodiment, it is carried out between media services unit and route service component by call center's middleware
Data transmission.That is, call center's middleware transmits the request after media services unit issues the request for obtaining IVR process
Route service component is given, the called number carried by route service component according to the request of acquisition IVR process, obtaining response should
The IVR process of call request.Wherein, media services unit and call center's middleware are based on TCP (Transmission
Control Protocol, transmission control protocol) agreement carries out data transmission, call center's middleware and route service component it
Between carried out data transmission based on HTTP (Hyper Text Transfer Protocol, hypertext transfer protocol) agreement.Load
SIP (Session Initiation Protocol, session initiation protocol) is based between balanced component and each media services unit
Agreement carries out data transmission, and RTP (Real-time Transport is based between each media services unit and each calling terminal
Protocol, real-time transport protocol) agreement carries out data transmission.
S50, each media services unit IVR process based on the received, respond corresponding call request, with corresponding calling eventually
The data transmission based on the IVR process is carried out between end, until traversing the IVR process；And S60, by the transmission of each step
Data record to call center test database.
In a specific embodiment, referring to shown in Fig. 2, each media services unit is exhaled with corresponding in step S50
Crying the step of data transmission based on IVR process is carried out between terminal includes: S501, media services unit according to IVR process, is rung
Corresponding call request is answered, the operational order of IVR process is executed to calling terminal；S502, media services unit receive calling eventually
End group is in the feedback information of operational order, through call center's middleware by transmission of feedback information to route service component；S503, road
The operational order for corresponding to feedback information in IVR process is obtained by serviced component, transmits operational order through call center's middleware
To media services unit；S504, it repeats the above steps, is carried out between media services unit and calling terminal based on IVR process
Data transmission, until traversal IVR process.The step of being configured according to IVR process, in calling terminal and corresponding media services list
Data interaction is carried out between member, transmission data record to test database is convenient for screening problem.
Referring to shown in Fig. 3, describe in a specific test sample, a call request is from initiating to executing IVR
Process is finally transferred to interacting for part core SIP signaling, HTTP etc. during CSR-Exten (operator attendance extension set)
Journey.
The process of calling is described in detail as follows: a) calling terminal 11 simulates load balancing group of the Client handset to call center
Part 12 initiates call request.B) after load balancing component 12 receives call request, the SIP signaling of call request is forwarded to media
Corresponding media services unit 13 in serviced component.C) media services unit 13 requests to establish TCP with call center's middleware 14
Connect and communicated, enquiry call center middleware 14 this how to handle call request.D) call center's middleware 14 is requested
Route service component 15 obtains the routing of call request, finds the IVR process needed to be implemented.E) route service component 15 is from business
The IVR process for responding the call request is requested in flow component 16, is obtained the IVR navigation command specifically needed to be implemented and is replied
To call center's middleware 14.F) IVR navigation command is sent to media services unit 13 by call center's middleware 14.G) media
Service unit 13 executes related IVR navigation command, if response is sent a telegram here, gives client playing prompt tone, acquisition client's key etc..H) it exhales
It is progress RTP media flow transmission between terminal 11 and media services unit 13, calling terminal 11 simulates client's key DTMF (double-tone
Multifrequency, i.e. push button signalling) send media services unit 13 to.I) step e) is repeated to h), until j) media services unit 13
According to the order that call center's middleware 14 transmits, operator attendance extension set is gone to by client is blind.And k) operator attendance extension set with exhale
Terminal 11 is made to carry out normal talking, until last on-hook, is completed entirely based on the call request response process of IVR process.
As described above, calling terminal need to simulate guest operation different under different scenes, realize with media services unit it
Between based on different scenes different clients operation data interaction, to call center carry out high concurrent pressure test.Example
Such as, calling terminal need to simulate Client handset and initiate to call to call center, simulate and handle in media services unit interactive process
Key is inputted on mobile phone in common sip message, simulation and media services unit interactive process, simulates client's heart in a call
When flow of navigation (i.e. corresponding IVR process) acquires voice, client, which speaks, carries out voice input, and simulation client actively hangs up electricity
Words, simulation client are hung up phone etc..
In a test sample, multiple calling terminals have initiated 36895 callings in total, and initiation each second 12 is logical to exhale
It cries, and at the same time keeping 300 to take on the telephone online, the call duration probably maintained of often taking on the telephone is 75 seconds, is realized to call center
High concurrent pressure test.
The embodiment of the present invention also provides a kind of pressure testing system of call center, referring to configuration diagram shown in Fig. 4,
The pressure testing system of call center includes 7 core components, as follows:
Calling terminal component (SIP Client Simulator) 11, for simulating sip terminal service, simulates the row of client
For, such as initiation is called, is spoken, key.
Load balancing component (SIP Load Balance) 12, provides SIP load balancing service, for loading to incoming call
Equilibrium assignment.
Media service component (Media Service Cluster, also referred to as soft-switch platform) 13, including multiple media services
Unit executes corresponding IVR order, and execution result back for handling Media Stream and SIP signaling.
Call center's middleware (MPP Cluster, a multimedia processing platform) 14, is related to for transmitting IVR process
Order and obtain implementing result.
Route service component (Route Service Cluster) 15, provides call center's route service, for that will send a telegram here
It is routed to corresponding IVR process.
Operation flow component (IVR Flow Cluster) 16, for providing IVR operation flow.
Test database (DB) 17 is the test database of entire pressure testing system.
When pressure testing system carries out pressure test to call center, said modules are specifically executed: calling terminal component
In each calling terminal 11 be based on Session Initiation Protocol and initiate multiple call requests to call center simultaneously, each call request carries calling
Parameter；Load balancing component 12 obtains the resource value of each media services unit 13 in media service component, according to each media services
The resource value of unit 13 distributes each call request to corresponding media services unit；Each media services unit 13 is according to distribution
Call request, initiates the request for obtaining IVR process, and each request for obtaining IVR process carries the calling parameter of each call request；It exhales
Center middleware 14 is made to carry out data transmission between each media services unit 13 and route service component 15.Route service component
15 calling parameters carried according to each request for obtaining IVR process, obtain from business flow component 16 and respond each call request
IVR process is sent to corresponding media services unit 13 by call center's middleware 14；Each media services unit 13 is according to connecing
The IVR process of receipts, responds corresponding call request, and the data transmission based on each IVR process is carried out between each calling terminal 11,
Until traversing each IVR process；Test database 17 records the transmission data of each component.
Wherein, it is specifically executed when load balancing component 12 distributes call request: obtaining the current of each media services unit 13
Call volume, the current talking amount based on each media services unit 13 obtain the resource value of each media services unit 13, resource value with
Current talking amount is negatively correlated；Each media services unit 13 is sorted from large to small according to its resource value；By each call request according to
The sequence of each media services unit 13 is sequentially allocated to each media services unit 13, each media services unit 13 distribute one or
Multiple call requests.
Hereby it is achieved that simulation client dials into call center using mobile phone, each serviced component of call center responds calling
Request guides client according to the prompt of IVR process, the process of self-service business processing is completed by key or utterance.
By way of simulating magnanimity client incoming call, to achieve the purpose that high concurrent pressure surveys large scale call centring system.By automatic
Change test to improve testing efficiency, and largely reduces expenses.
The embodiment of the present invention also provides a kind of electronic equipment, including processor and memory, and being stored in memory can hold
Row instruction, processor are configured as executing the pressure test of the call center in above-described embodiment via executable instruction is executed
The step of method.
As described above, electronic equipment of the invention, which can simulate client, dials into call center system using mobile phone, then
According to the prompt of IVR process, the process of self-service business processing is completed by key or utterance.Pass through simulation magnanimity visitor
The mode of family incoming call, to achieve the purpose that high concurrent pressure surveys large scale call center.Test effect is improved by automatic test
Rate, and largely reduce expenses.
Fig. 5 is the structural schematic diagram of electronic equipment in the embodiment of the present invention, it should be appreciated that Fig. 5 is only schematic
Ground shows modules, these modules can be virtual software module or actual hardware module, and the merging of these modules is torn open
Point and its complementary modul block increase all within protection scope of the present invention.
Person of ordinary skill in the field it is understood that various aspects of the invention can be implemented as system, method or
Program product.Therefore, various aspects of the invention can be embodied in the following forms, it may be assumed that complete hardware embodiment, complete
The embodiment combined in terms of full Software Implementation (including firmware, microcode etc.) or hardware and software, can unite here
Referred to as " circuit ", " module " or " platform ".
The electronic equipment 400 of this embodiment according to the present invention is described referring to Fig. 5.The electronics that Fig. 5 is shown
Equipment 400 is only an example, should not function to the embodiment of the present invention and use scope bring any restrictions.
As shown in figure 5, electronic equipment 400 is showed in the form of universal computing device.The component of electronic equipment 400 can wrap
Include but be not limited to: at least one processing unit 410, at least one storage unit 420, connection different platform component (including storage
Unit 420 and processing unit 410) bus 430, display unit 440 etc..
Wherein, storage unit is stored with program code, and program code can be executed with unit 410 processed, so that processing is single
Member 410 executes various exemplary realities according to the present invention described in the method for testing pressure part of the above-mentioned call center of this specification
The step of applying mode.For example, processing unit 410 can execute step as shown in fig. 1.
Storage unit 420 may include the readable medium of volatile memory cell form, such as Random Access Storage Unit
(RAM) 4201 and/or cache memory unit 4202, it can further include read-only memory unit (ROM) 4203.
Storage unit 420 can also include program/utility with one group of (at least one) program module 4205
4204, such program module 4205 includes but is not limited to: operating system, one or more application program, other program moulds
It may include the realization of network environment in block and program data, each of these examples or certain combination.
Bus 430 can be to indicate one of a few class bus structures or a variety of, including storage unit bus or storage
Cell controller, peripheral bus, graphics acceleration port, processing unit use any bus structures in a variety of bus structures
Local bus.
Electronic equipment 400 can also be with one or more external equipments 500 (such as keyboard, sensing equipment, bluetooth equipment
Deng) communication, can also be enabled a user to one or more equipment interact with the electronic equipment 400 communicate, and/or with make
Any equipment (such as the router, modulation /demodulation that the electronic equipment 400 can be communicated with one or more of the other calculating equipment
Device etc.) communication.This communication can be carried out by input/output (I/O) interface 450.Also, electronic equipment 400 can be with
By network adapter 460 and one or more network (such as local area network (LAN), wide area network (WAN) and/or public network,
Such as internet) communication.Network adapter 460 can be communicated by bus 430 with other modules of electronic equipment 400.It should
Understand, although not shown in the drawings, other hardware and/or software module can be used in conjunction with electronic equipment 400, including but unlimited
In: microcode, device driver, redundant processing unit, external disk drive array, RAID system, tape drive and number
According to backup storage platform etc..
The embodiment of the present invention also provides a kind of computer readable storage medium, and for storing program, program is performed reality
The step of method for testing pressure of the call center of existing above-described embodiment.In some possible embodiments, of the invention each
A aspect is also implemented as a kind of form of program product comprising program code, when program product is transported on the terminal device
When row, program code is for executing terminal device described in the method for testing pressure part of the above-mentioned call center of this specification
The step of various illustrative embodiments according to the present invention.
As described above, computer readable storage medium of the invention, which can simulate client, dials into call center using mobile phone
System completes the process of self-service business processing by key or utterance then according to the prompt of IVR process.Pass through
The mode of magnanimity client incoming call is simulated, to achieve the purpose that high concurrent pressure surveys large scale call center.By automatic test come
Testing efficiency is improved, and is largely reduced expenses.
Fig. 6 is the structural schematic diagram of computer readable storage medium of the invention.Refering to what is shown in Fig. 6, describing according to this
The program product 600 for realizing the above method of the embodiment of invention can use the read-only storage of portable compact disc
Device (CD-ROM) and including program code, and can be run on terminal device, such as PC.However, journey of the invention
Sequence product is without being limited thereto, and in this document, readable storage medium storing program for executing can be any tangible medium for including or store program, the journey
Sequence can be commanded execution system, device or device use or in connection.
Program product can be using any combination of one or more readable mediums.Readable medium can be readable signal Jie
Matter or readable storage medium storing program for executing.Readable storage medium storing program for executing for example can be but be not limited to electricity, magnetic, optical, electromagnetic, infrared ray or partly lead
System, device or the device of body, or any above combination.More specific example (the non exhaustive column of readable storage medium storing program for executing
Table) it include: the electrical connection with one or more conducting wires, portable disc, hard disk, random access memory (RAM), read-only storage
Device (ROM), erasable programmable read only memory (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.
Computer readable storage medium may include in a base band or as carrier wave a part propagate data-signal,
In carry readable program code.The data-signal of this propagation can take various forms, including but not limited to electromagnetic signal,
Optical signal or above-mentioned any appropriate combination.Readable storage medium storing program for executing can also be any readable Jie other than readable storage medium storing program for executing
Matter, the readable medium can send, propagate or transmit for by instruction execution system, device or device use or and its
The program of combined use.The program code for including on readable storage medium storing program for executing can transmit with any suitable medium, including but not
It is limited to wireless, wired, optical cable, RF etc. or above-mentioned any appropriate combination.
The program for executing operation of the present invention can be write with any combination of one or more programming languages
Code, programming language include object oriented program language-Java, C++ etc., further include conventional process
Formula programming language-such as " C " language or similar programming language.Program code can be calculated fully in user
It executes in equipment, partly execute on a user device, executing, as an independent software package partially in user calculating equipment
Upper part executes on a remote computing or executes in remote computing device or server completely.It is being related to remotely counting
In the situation for calculating equipment, remote computing device can pass through the network of any kind, including local area network (LAN) or wide area network
(WAN), it is connected to user calculating equipment, or, it may be connected to external computing device (such as utilize ISP
To be connected by internet).
The above content is a further detailed description of the present invention in conjunction with specific preferred embodiments, and it cannot be said that
Specific implementation of the invention is only limited to these instructions.For those of ordinary skill in the art to which the present invention belongs, exist
Under the premise of not departing from present inventive concept, a number of simple deductions or replacements can also be made, all shall be regarded as belonging to of the invention
Protection scope.
Claims (13)
1. a kind of method for testing pressure of call center, which comprises the steps of:
Multiple calling terminals are based on Session Initiation Protocol and initiate call request to call center simultaneously, and each call request carries calling ginseng
Number；
Load balancing component obtains the resource value of each media services unit of call center, according to the resource of each media services unit
Value distributes each call request to corresponding media services unit；
Each media services unit initiates the request for obtaining IVR process according to the call request of distribution, each to obtain asking for IVR process
Seek the calling parameter for carrying each call request；
The calling parameter that the route service component of call center is carried according to each request for obtaining IVR process, obtains response and respectively exhales
The IVR process for crying request is sent to each media services unit；
Each media services unit IVR process based on the received, responds corresponding call request, between corresponding calling terminal into
Data transmission of the row based on the IVR process, until traversing the IVR process；And
By the test database of the transmission data record of each step to call center.
2. method for testing pressure as described in claim 1, which is characterized in that the load balancing component divides each call request
The step of being assigned to corresponding media services unit include:
The current talking amount for obtaining each media services unit, the current talking amount based on each media services unit obtain each media clothes
The resource value of business unit, the resource value and the current talking amount are negatively correlated；
Each media services unit is sorted from large to small according to its resource value；
Each call request is sequentially allocated according to the sequence to each media services unit, each media services unit distributes one
Or multiple call requests.
3. method for testing pressure as described in claim 1, which is characterized in that the calling parameter of the call request includes called
Number, the called number are correspondingly configured with the IVR process for response, and the route service component is flowed according to each acquisition IVR
The called number that the request of journey carries, obtains the IVR process for responding each call request.
4. method for testing pressure as claimed in claim 3, which is characterized in that the multiple calling terminal is simultaneously to call center
The call request of initiation traverses each IVR process.
5. method for testing pressure as described in claim 1, which is characterized in that the media services unit and the route service
Carried out data transmission between component by call center's middleware.
6. method for testing pressure as claimed in claim 5, which is characterized in that each media services unit and corresponding calling terminal
Between carry out based on the IVR process data transmission the step of include:
The media services unit responds corresponding call request according to the IVR process, to described in calling terminal execution
The operational order of IVR process；
The media services unit receives feedback information of the calling terminal based on the operational order, through the call center
Middleware is by the transmission of feedback information to the route service component；
The route service component obtains the operational order that the feedback information is corresponded in the IVR process, through in the calling
The operational order is transmitted to the media services unit by heart middleware；
It repeats the above steps, the number based on the IVR process is carried out between the media services unit and the calling terminal
According to transmission, until traversing the IVR process.
7. method for testing pressure as claimed in claim 5, which is characterized in that the media services unit and the call center
Middleware is carried out data transmission based on Transmission Control Protocol, is based between call center's middleware and the route service component
Http protocol carries out data transmission.
8. method for testing pressure as described in claim 1, which is characterized in that the load balancing component and each media services list
Carried out data transmission between member based on Session Initiation Protocol, is counted between each media services unit and each calling terminal based on Real-time Transport Protocol
According to transmission.
9. a kind of pressure testing system of call center, which is characterized in that including such as lower component:
Calling terminal component initiates multiple call requests to call center simultaneously based on Session Initiation Protocol, and each call request is carried and exhaled
It is parameter；
Load balancing component obtains the resource value of each media services unit of call center, according to the money of each media services unit
Source value distributes each call request to corresponding media services unit；
Each media services unit initiates the request for obtaining IVR process according to the call request of distribution, each to obtain asking for IVR process
Seek the calling parameter for carrying each call request；
Route service component obtains according to the calling parameter that each request for obtaining IVR process carries and responds each call request
IVR process is sent to corresponding media services unit；
Each media services unit IVR process based on the received, responds each call request, is based between calling terminal component
The data of each IVR process are transmitted, until traversing each IVR process；And
Test database records the transmission data of each component.
10. pressure testing system as claimed in claim 9, which is characterized in that the load balancing component executes:
The current talking amount for obtaining each media services unit, the current talking amount based on each media services unit obtain each media clothes
The resource value of business unit, the resource value and the current talking amount are negatively correlated；
Each media services unit is sorted from large to small according to its resource value；
Each call request is sequentially allocated according to the sequence to each media services unit, each media services unit distributes one
Or multiple call requests.
11. pressure testing system as claimed in claim 9, which is characterized in that further include:
Call center's middleware passes through call center's middleware between each media services unit and the route service component
Carry out data transmission.
12. a kind of electronic equipment, which is characterized in that the electronic equipment includes at least:
Processor；
Memory, for storing executable instruction；
Wherein, the processor be configured to via execute the executable instruction come perform claim require it is 1~8 described in any item
The step of method for testing pressure of call center.
13. a kind of computer-readable storage medium, is stored thereon with computer program, which is characterized in that the computer journey
The step of method for testing pressure of call center according to any one of claims 1 to 8 is realized when sequence is executed by processor.
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