CN108989583B - Pressure testing method and system for call center, electronic equipment and storage medium - Google Patents
Pressure testing method and system for call center, electronic equipment and storage medium Download PDFInfo
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- CN108989583B CN108989583B CN201810910857.5A CN201810910857A CN108989583B CN 108989583 B CN108989583 B CN 108989583B CN 201810910857 A CN201810910857 A CN 201810910857A CN 108989583 B CN108989583 B CN 108989583B
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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
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Abstract
The invention provides a pressure testing method, a system, electronic equipment and a storage medium of a call center, wherein the method comprises the following steps: a plurality of calling terminals initiate a plurality of calling requests to a calling center; the load balancing component acquires the resource value of each media service unit and distributes each call request to the corresponding media service unit; each media service unit initiates a request for obtaining an IVR flow according to the distributed call request; the routing service component acquires an IVR flow responding to the call request and sends the IVR flow to a corresponding media service unit; and the media service unit responds to the call request according to the IVR flow and performs data transmission based on the IVR flow with the corresponding call terminal until traversing the IVR flow. According to the invention, the call terminal simulates a customer to initiate a call to the call center, each service component of the call center responds to the call and performs simulation interaction with the call terminal, so that the pressure test of the call center in a high concurrency mode is completed, the test efficiency is improved through automatic test, and the test cost is saved.
Description
Technical Field
The invention relates to the technical field of internet, in particular to a pressure testing method and system for a call center, electronic equipment and a storage medium.
Background
At present, a VOIP (Voice over Internet Protocol, i.e. Internet phone) soft switch platform is widely applied in the Voice communication industry, especially in the field of call centers. Usually, the telephone traffic of a call center system of an e-commerce platform is huge, more than 50 ten thousand can be achieved by only partial incoming service every day, and thousands of paths of real-time concurrent calls can be achieved. In order to ensure that the platform can stably operate under the condition of high concurrent calls after the call center system is on line, sufficient high concurrent simulation tests must be performed before the call center system is on line.
Then, it is clearly not practical to arrange a lot of manpower to test the availability of the call centre system at high concurrency. It is envisaged that if a 2000 concurrent, 30CPS (volume of calls made per second) is simulated by human power, then at least 2000 users will be required to make calls to the call centre system on a continual basis. This mode will bring about a huge waste of manpower and material resources.
It is to be noted that the information disclosed in the above background section is only for enhancement of understanding of the background of the present invention and therefore may include information that does not constitute prior art known to a person of ordinary skill in the art.
Disclosure of Invention
Aiming at the problems in the prior art, the invention provides a pressure testing method, a system, electronic equipment and a storage medium for a call center, and solves the problem that automatic pressure testing in a high concurrency mode of the call center cannot be completed in the prior art.
According to an aspect of the present invention, there is provided a pressure testing method of a call center, including the steps of: a plurality of calling terminals simultaneously initiate calling requests to a calling center based on an SIP protocol, and each calling request carries calling parameters; the load balancing component acquires the resource value of each media service unit of the call center and distributes each call request to the corresponding media service unit according to the resource value of each media service unit; each media service unit initiates a request for obtaining an IVR flow according to the distributed call request, and the request for obtaining the IVR flow carries call parameters of each call request; a routing service component of the call center acquires IVR flows responding to the call requests according to call parameters carried by the requests for acquiring the IVR flows, and sends the IVR flows to each media service unit; each media service unit responds to a corresponding call request according to the received IVR flow, and data transmission based on the IVR flow is carried out between each media service unit and a corresponding call terminal until the IVR flow is traversed; and recording the transmission data of each step to a test database of the call center.
Preferably, in the above pressure testing method, the step of allocating each call request to the corresponding media service unit by the load balancing component includes: acquiring the current call volume of each media service unit, and acquiring a resource value of each media service unit based on the current call volume of each media service unit, wherein the resource value is inversely related to the current call volume; sequencing the media service units from large to small according to the resource values of the media service units; and distributing the call requests to the media service units in sequence according to the sequence, wherein each media service unit is distributed with one or more call requests.
Preferably, in the above pressure testing method, the call parameter of the call request includes a called number, each called number is correspondingly configured with an IVR procedure for response, and the routing service component acquires, according to the called number carried by each request for acquiring the IVR procedure, an IVR procedure for responding to each call request.
Preferably, in the above pressure testing method, the plurality of call terminals simultaneously traverse each IVR flow to the call request initiated by the load balancing component.
Preferably, in the above pressure testing method, the media service unit and the routing service component perform data transmission through a call center middleware.
Preferably, in the above pressure testing method, the step of performing data transmission between each media service unit and the corresponding calling terminal based on the IVR procedure includes: the media service unit responds to a corresponding call request according to the IVR flow and executes an operation instruction of the IVR flow to the calling terminal; the media service unit receives feedback information of the calling terminal based on the operation instruction, and transmits the feedback information to the routing service component through the call center middleware; the routing service component acquires an operation instruction corresponding to the feedback information in the IVR flow, and transmits the operation instruction to the media service unit through the call center middleware; and repeating the steps, and transmitting data based on the IVR process between the media service unit and the calling terminal until the IVR process is traversed.
Preferably, in the above pressure testing method, the media service unit and the call center middleware perform data transmission based on a TCP protocol, and the call center middleware and the routing service component perform data transmission based on an HTTP protocol.
Preferably, in the above pressure testing method, the load balancing component and each media service unit perform data transmission based on an SIP protocol, and each media service unit and each call terminal perform data transmission based on an RTP protocol.
According to another aspect of the present invention, there is provided a pressure testing system of a call center, comprising the following components: the calling terminal component simultaneously initiates a plurality of calling requests to a calling center based on an SIP protocol, and each calling request carries calling parameters; the load balancing component is used for acquiring the resource value of each media service unit of the call center and distributing each call request to the corresponding media service unit according to the resource value of each media service unit; each media service unit initiates a request for obtaining an IVR flow according to the distributed call request, and the request for obtaining the IVR flow carries call parameters of each call request; the routing service component acquires the IVR flows responding to the call requests according to the call parameters carried by the requests for acquiring the IVR flows and sends the IVR flows to the corresponding media service units; each media service unit responds to the corresponding call request according to the received IVR flow, and performs data transmission based on each IVR flow with the call terminal component until traversing each IVR flow; and the test database records the transmission data of each component.
Preferably, in the pressure testing system described above, the load balancing component performs: acquiring the current call volume of each media service unit, and acquiring a resource value of each media service unit based on the current call volume of each media service unit, wherein the resource value is inversely related to the current call volume; sequencing the media service units from large to small according to the resource values of the media service units; and distributing the call requests to the media service units in sequence according to the sequence, wherein each media service unit is distributed with one or more call requests.
Preferably, the pressure testing system further comprises: and the call center middleware is used for carrying out data transmission between each media service unit and the routing service component.
According to another aspect of the present invention, there is provided an electronic apparatus including at least: a processor; a memory for storing executable instructions; wherein the processor is configured to perform the steps of the above-described call center stress testing method via execution of the executable instructions.
According to a further aspect of the invention, a computer-readable storage medium is provided, on which a computer program is stored which, when being executed by a processor, carries out the steps of the above-mentioned method for stress testing of a call center.
Compared with the prior art, the invention has the beneficial effects that:
the invention simulates a customer mobile phone to dial a call center through the call terminal, distributes a call request through the load balancing component, and then guides the call terminal to complete the process of self-service processing through a key or speaking mode according to the prompt of an IVR flow. The aim of pressure testing in a high concurrency mode of a call center is fulfilled by simulating mass incoming calls of clients, the testing efficiency is improved through automatic testing, and the expenditure is greatly saved.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the invention and together with the description, serve to explain the principles of the invention. It is obvious that the drawings in the following description are only some embodiments of the invention, and that for a person skilled in the art, other drawings can be derived from them without inventive effort.
FIG. 1 is a schematic diagram illustrating steps of a pressure testing method of a call center according to an embodiment;
FIG. 2 is a diagram illustrating steps of data transmission between a media service unit and a calling terminal in an embodiment;
FIG. 3 is an interaction timing diagram of an example of testing in an embodiment;
FIG. 4 is a schematic diagram illustrating an architecture of a stress testing system of a call center according to an embodiment;
FIG. 5 is a schematic diagram of an electronic device in an embodiment;
FIG. 6 shows a schematic diagram of a computer-readable storage medium in an embodiment.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The same reference numerals in the drawings denote the same or similar structures, and thus their repetitive description will be omitted.
FIG. 1 is a schematic diagram illustrating steps of a pressure testing method of a call center according to an embodiment. Referring to fig. 1, the steps of the pressure testing method for the call center in this embodiment include:
s10, the multiple calling terminals simultaneously send calling requests to the calling center based on the SIP protocol, and each calling request carries calling parameters.
The call parameters carried by the call request include called numbers, each called number is correspondingly configured with an IVR (interactive voice response, namely voice navigation) flow for response, and a corresponding relation table of the called numbers-the IVR flow stored in the database is formed.
To perform high concurrent call simulation testing, in a preferred embodiment, call requests initiated by multiple calling terminals to a call center simultaneously traverse IVR processes. That is, the calling terminal performs various test cases by simulation to cover all the business logic involved in the voice navigation process of the call center, so as to find all possible problems before the product is on line.
The client operations that the calling terminal needs to simulate include: the client speaks, the client follows the IVR prompt to press keys, the client actively hangs up, the client passively hangs up, the client and the seat talk, etc. The scene that the call terminal needs to simulate includes the correct information input by the customer, such as correct key, correct voice input, etc.; and the customer inputs wrong information, such as wrong key pressing, no information input, random input of irrelevant voice and the like. Therefore, according to different customer operations under different scenes simulated by the calling terminal, the IVR flows corresponding to all called numbers and configured by the calling center are traversed, and all the IVR flows perform simulation interactive tests with the calling terminal.
S20, the load balancing component obtains the resource value of each media service unit of the call center, and distributes each call request to the corresponding media service unit according to the resource value of each media service unit.
In one embodiment, the step of the load balancing component distributing each call request to the corresponding media service unit comprises: acquiring the current call volume of each media service unit, and acquiring the resource value of each media service unit based on the current call volume of each media service unit, wherein the resource value of each media service unit is negatively related to the current call volume; sequencing the media service units from large to small according to the resource values of the media service units; and sequentially distributing the call requests to the media service units according to the sequence of the media service units, wherein each media service unit is distributed with one or more call requests.
Specifically, the more current traffic a media serving unit has, the less available its remaining resources. When allocating, the call request is preferentially allocated to the media service units with more available resources, so as to realize quick response of the call request and relative balance of the execution services of each media service unit.
S30, each media service unit initiates a request for obtaining an IVR flow according to the distributed call request, and the request for obtaining the IVR flow carries the call parameters of each call request; s40, the route service component of the call center acquires the IVR flow responding to each call request according to the call parameters carried by each request for acquiring the IVR flow, and sends the IVR flow to each media service unit.
After the media service unit distributes the call request, the media service unit acquires the call parameters of the call request, obtains the called number of the call request, immediately sends a request for acquiring an IVR flow corresponding to the called number, and the routing service component routes the call request carrying the called number to the corresponding IVR flow.
In a preferred embodiment, data transmission is performed between the media service unit and the routing service component through call center middleware. That is, after the media service unit sends out a request for obtaining the IVR flow, the call center middleware transmits the request to the routing service component, and the routing service component obtains the IVR flow responding to the call request according to the called number carried by the request for obtaining the IVR flow. The media service unit and the call center middleware perform data Transmission based on a TCP (Transmission Control Protocol) Protocol, and the call center middleware and the routing service component perform data Transmission based on an HTTP (Hypertext Transfer Protocol). The load balancing component and each media service unit perform data transmission based on a Session Initiation Protocol (SIP) Protocol, and the media service units and each calling terminal perform data transmission based on a Real-time Transport Protocol (RTP) Protocol.
S50, each media service unit responds to the corresponding call request according to the received IVR flow, and data transmission based on the IVR flow is carried out between the media service unit and the corresponding calling terminal until the IVR flow is traversed; and S60, recording the transmission data of each step to a test database of the call center.
In a specific embodiment, referring to fig. 2, the step of performing data transmission between each media service unit and the corresponding calling terminal according to the IVR procedure in step S50 includes: s501, the media service unit responds to a corresponding call request according to the IVR flow and executes an operation instruction of the IVR flow to the calling terminal; s502, the media service unit receives feedback information of the calling terminal based on the operation instruction, and transmits the feedback information to the routing service component through the call center middleware; s503, the routing service component acquires an operation instruction corresponding to the feedback information in the IVR flow, and transmits the operation instruction to the media service unit through the call center middleware; s504, the steps are repeated, and data transmission based on the IVR process is carried out between the media service unit and the calling terminal until the IVR process is traversed. And according to the steps of the IVR flow configuration, data interactive transmission is carried out between the calling terminal and the corresponding media service unit, and the transmission data records are transmitted to a test database, so that problems can be screened conveniently.
Referring to fig. 3, a specific test example is described, in which a call request is sent from initiation to execution of IVR procedure, and finally is transferred to CSR-extension (human agent extension), and the interactive process of partial core SIP signaling, HTTP and the like is described.
The call process is described in detail as follows: a) the call terminal 11 simulates a client handset initiating a call request to the load balancing component 12 of the call center. b) After receiving the call request, the load balancing component 12 forwards the SIP signaling of the call request to the corresponding media service unit 13 in the media service component. c) The media service unit 13 requests to establish a TCP connection and communicate with the call centre middleware 14 asking the call centre middleware 14 how to handle the call request. d) The call centre middleware 14 requests the routing service component 15 to obtain the route of the call request and find the IVR flow to be executed. e) The routing service component 15 requests an IVR flow for responding to the call request from the service flow component 16, acquires an IVR navigation command which needs to be executed in detail, and replies the IVR navigation command to the call center middleware 14. f) The call center middleware 14 sends the IVR navigation commands to the media service unit 13. g) The media service unit 13 executes relevant IVR navigation commands, such as answering incoming calls, playing prompt tones to the client, collecting client keys, and the like. h) The call terminal 11 and the media service unit 13 perform RTP media streaming, and the call terminal 11 simulates DTMF (dual tone multi frequency, i.e., key signal) of the client key to be transmitted to the media service unit 13. i) And repeating the steps e) to h) until the j) media service unit 13 blindly transfers the client to the manual seat extension according to the command transmitted by the call center middleware 14. And k) the manual agent extension telephone and the calling terminal 11 carry out normal conversation until the call is finally hung up, and the whole call request response process based on the IVR flow is completed.
As described above, the call terminal needs to simulate different customer operations in different scenarios, and implement data interactive transmission between the call terminal and the media service unit based on different customer operations in different scenarios, so as to perform a high concurrent pressure test on the call center. For example, the calling terminal needs to simulate a client mobile phone to initiate a call to a call center, simulate processing common SIP messages in the interaction process with the media service unit, simulate inputting keys on the mobile phone in the interaction process with the media service unit, simulate the client speaking to perform voice input when the client collects voice in the navigation process (i.e. the corresponding IVR process) of the call center, simulate the client to actively hang up the phone, simulate the client to be hung up, and the like.
In one test example, a plurality of call terminals initiated 36895 calls in total, initiating 12 calls per second, and simultaneously keeping 300 calls online, approximately 75 seconds per call duration, enabling high concurrent stress testing of the call center.
The embodiment of the present invention further provides a pressure testing system of a call center, referring to the schematic architecture diagram shown in fig. 4, the pressure testing system of the call center includes 7 core components, as follows:
a call terminal component (SIP Client Simulator)11, which is used to simulate SIP terminal services and customer behaviors, such as initiating a call, speaking, pressing keys, etc.
And a Load balancing component (SIP Load Balance)12, which provides a SIP Load balancing service for Load balancing and distributing incoming calls.
The Media Service component (also called soft switch platform) 13 includes a plurality of Media Service units, which is used to process Media streams and SIP signaling, execute corresponding IVR commands, and feed back execution results.
A call center middleware (MPP Cluster, a multimedia processing platform) 14, which is used for transferring the commands related to the IVR process and obtaining the execution results.
A Route Service Cluster (Route Service Cluster)15, which provides call center routing services for routing incoming calls to the corresponding IVR processes.
An IVR Flow Cluster (IVR Flow) component 16 for providing IVR business flows.
A test Database (DB)17, which is a test database of the entire pressure test system.
When the pressure test system carries out pressure test on the call center, the components specifically execute: each calling terminal 11 in the calling terminal component simultaneously initiates a plurality of calling requests to a calling center based on an SIP protocol, and each calling request carries calling parameters; the load balancing component 12 obtains the resource value of each media service unit 13 in the media service component, and allocates each call request to the corresponding media service unit according to the resource value of each media service unit 13; each media service unit 13 initiates a request for obtaining an IVR flow according to the allocated call request, and each request for obtaining the IVR flow carries call parameters of each call request; the call center middleware 14 performs data transmission between each media service unit 13 and the routing service component 15. The routing service component 15 acquires the IVR flow responding to each call request from the service flow component 16 according to the call parameter carried by each request for acquiring the IVR flow, and sends the IVR flow to the corresponding media service unit 13 through the call center middleware 14; each media service unit 13 responds to the corresponding call request according to the received IVR flow, and performs data transmission based on each IVR flow with each calling terminal 11 until each IVR flow is traversed; the test database 17 records transmission data of each component.
Wherein, the load balancing component 12 specifically executes when allocating the call request: acquiring the current call volume of each media service unit 13, and acquiring a resource value of each media service unit 13 based on the current call volume of each media service unit 13, wherein the resource value is inversely related to the current call volume; sorting the media service units 13 from large to small according to the resource values; the call requests are sequentially distributed to the media service units 13 according to the sequence of the media service units 13, and each media service unit 13 is distributed with one or more call requests.
Therefore, the process that the customer is simulated to dial to the call center by using the mobile phone, each service assembly of the call center responds to the call request, and the customer is guided to complete the self-service business processing through a key or a speaking mode according to the prompt of the IVR flow is realized. The purpose of high concurrent pressure measurement of a large-scale call center system is achieved by simulating a mode of mass customer incoming calls. The test efficiency is improved through automatic test, and the expenditure is greatly saved.
The embodiment of the present invention further provides an electronic device, which includes a processor and a memory, where the memory stores executable instructions, and the processor is configured to execute the steps of the method for testing the pressure of the call center in the foregoing embodiment by executing the executable instructions.
As described above, the electronic equipment of the invention can simulate a customer to dial to a call center system by using a mobile phone, and then completes the process of self-service business processing by pressing keys or speaking according to the prompt of an IVR flow. The purpose of high-concurrency voltage measurement of a large-scale call center is achieved by simulating a mode of mass customer incoming calls. The test efficiency is improved through automatic test, and the expenditure is greatly saved.
Fig. 5 is a schematic structural diagram of an electronic device in an embodiment of the present invention, and it should be understood that fig. 5 only schematically illustrates various modules, and these modules may be virtual software modules or actual hardware modules, and the combination, the splitting, and the addition of the remaining modules of these modules are within the scope of the present invention.
As will be appreciated by one skilled in the art, aspects of the present invention may be embodied as a system, method or program product. Thus, various aspects of the invention may be embodied in the form of: an entirely hardware embodiment, an entirely software embodiment (including firmware, microcode, etc.) or an embodiment combining hardware and software aspects that may all generally be referred to herein as a "circuit," module "or" platform.
An electronic device 400 according to this embodiment of the invention is described below with reference to fig. 5. The electronic device 400 shown in fig. 5 is only an example and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 5, electronic device 400 is embodied in the form of a general purpose computing device. The components of electronic device 400 may include, but are not limited to: at least one processing unit 410, at least one memory unit 420, a bus 430 connecting different platform components (including memory unit 420 and processing unit 410), a display unit 440, and the like.
Wherein the memory unit stores program code that can be executed by the processing unit 410 such that the processing unit 410 performs the steps according to various exemplary embodiments of the present invention as described in the stress testing method section of the call center described above in this specification. For example, processing unit 410 may perform the steps as shown in fig. 1.
The storage unit 420 may include readable media in the form of volatile storage units, such as a random access memory unit (RAM)4201 and/or a cache memory unit 4202, and may further include a read only memory unit (ROM) 4203.
The storage unit 420 may also include a program/utility 4204 having a set (at least one) of program modules 4205, such program modules 4205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 400 may also communicate with one or more external devices 500 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 400, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 400 to communicate with one or more other computing devices. Such communication may occur via input/output (I/O) interfaces 450. Also, the electronic device 400 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the internet) via the network adapter 460. The network adapter 460 may communicate with other modules of the electronic device 400 via the bus 430. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with electronic device 400, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms, to name a few.
The embodiment of the present invention further provides a computer-readable storage medium, which is used for storing a program, and when the program is executed, the steps of the method for testing the pressure of the call center of the above embodiment are implemented. In some possible embodiments, the various aspects of the invention may also be implemented in the form of a program product comprising program code for causing a terminal device to perform the steps according to various exemplary embodiments of the invention described in the stress testing method section of the call center mentioned above in this description, when the program product is run on the terminal device.
As described above, the computer readable storage medium of the present invention can simulate the process of a customer dialing to a call center system by using a mobile phone and then completing self-service business processing by pressing a key or speaking according to the prompt of an IVR flow. The purpose of high-concurrency voltage measurement of a large-scale call center is achieved by simulating a mode of mass customer incoming calls. The test efficiency is improved through automatic test, and the expenditure is greatly saved.
Fig. 6 is a schematic structural diagram of a computer-readable storage medium of the present invention. Referring to fig. 6, a program product 600 for implementing the above method according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this regard and, in the present document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
A computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. For those skilled in the art to which the invention pertains, several simple deductions or substitutions can be made without departing from the spirit of the invention, and all shall be considered as belonging to the protection scope of the invention.
Claims (6)
1. A pressure testing method of a call center is characterized by comprising the following steps:
a plurality of calling terminals simultaneously initiate calling requests to a calling center based on an SIP protocol, each calling request carries a called number, each called number is correspondingly provided with an IVR flow for response, and the calling requests initiated to the calling center by the plurality of calling terminals traverse each IVR flow;
the load balancing component obtains the resource value of each media service unit of the call center, and distributes each call request to the corresponding media service unit according to the resource value of each media service unit, and the method comprises the following steps: acquiring the current call volume of each media service unit, and acquiring a resource value of each media service unit based on the current call volume of each media service unit, wherein the resource value is inversely related to the current call volume; sequencing the media service units from large to small according to the resource values of the media service units; the calling requests are sequentially distributed to the media service units according to the sequence, and each media service unit is distributed with one or more calling requests;
each media service unit initiates a request for obtaining an IVR flow according to the distributed call request, and the request for obtaining the IVR flow carries the called number of each call request;
the call center middleware transmits the request for obtaining the IVR flow to a routing service component of the call center, the routing service component obtains the IVR flow responding to each call request according to the called number carried by each request for obtaining the IVR flow, and the IVR flow is sent to each media service unit through the call center middleware;
each media service unit responds to a corresponding call request according to the received IVR flow, and performs data transmission based on the IVR flow with a corresponding calling terminal, and the data transmission comprises the following steps: the media service unit responds to a corresponding call request according to the IVR flow and executes an operation instruction of the IVR flow to the calling terminal; the media service unit receives feedback information of the calling terminal based on the operation instruction, and transmits the feedback information to the routing service component through the call center middleware; the routing service component acquires an operation instruction corresponding to the feedback information in the IVR flow, and transmits the operation instruction to the media service unit through the call center middleware; repeating the steps, and carrying out data transmission based on the IVR process between the media service unit and the calling terminal until traversing the IVR process; and
and recording the transmission data of each step to a test database of the call center.
2. The pressure testing method of claim 1, wherein the media service unit and the call center middleware perform data transmission based on a TCP protocol, and wherein the call center middleware and the routing service component perform data transmission based on an HTTP protocol.
3. The pressure testing method of claim 1, wherein the data transmission between the load balancing component and each media service unit is performed based on a SIP protocol, and the data transmission between each media service unit and each calling terminal is performed based on a RTP protocol.
4. A pressure testing system for a call center, comprising the following components:
the system comprises a calling terminal component, a calling center and a calling terminal component, wherein the calling terminal component simultaneously initiates a plurality of calling requests to the calling center based on an SIP protocol, each calling request carries a called number, each called number is correspondingly provided with an IVR flow for response, and the calling terminal component simultaneously traverses each IVR flow for the calling requests initiated to the calling center;
the load balancing component acquires the resource value of each media service unit of the call center, and distributes each call request to the corresponding media service unit according to the resource value of each media service unit, and the load balancing component comprises the following components: acquiring the current call volume of each media service unit, and acquiring a resource value of each media service unit based on the current call volume of each media service unit, wherein the resource value is inversely related to the current call volume; sequencing the media service units from large to small according to the resource values of the media service units; the calling requests are sequentially distributed to the media service units according to the sequence, and each media service unit is distributed with one or more calling requests;
each media service unit initiates a request for obtaining an IVR flow according to the distributed call request, and the request for obtaining the IVR flow carries the called number of each call request;
the call center middleware transmits the request for obtaining the IVR flow to a routing service component of the call center, and the routing service component obtains the IVR flow responding to each call request according to the called number carried by each request for obtaining the IVR flow and sends the IVR flow to a corresponding media service unit through the call center middleware;
each media service unit responds to each call request according to the received IVR flow, and performs data transmission based on each IVR flow with the call terminal component, and the method comprises the following steps: the media service unit responds to a corresponding call request according to the IVR flow and executes an operation instruction of the IVR flow to the calling terminal; the media service unit receives feedback information of the calling terminal based on the operation instruction, and transmits the feedback information to the routing service component through the call center middleware; the routing service component acquires an operation instruction corresponding to the feedback information in the IVR flow, and transmits the operation instruction to the media service unit through the call center middleware; repeating the steps, and carrying out data transmission based on the IVR flows between the media service unit and the calling terminal until all IVR flows are traversed; and
and the test database records the transmission data of each component.
5. An electronic device, characterized in that the electronic device comprises at least:
a processor;
a memory for storing executable instructions;
wherein the processor is configured to perform the steps of the method of stress testing of a call center of any of claims 1-3 via execution of the executable instructions.
6. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method for stress testing of a call center according to any one of claims 1 to 3.
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| CN110166282B (en) * | 2019-04-16 | 2020-12-01 | 苏宁云计算有限公司 | Resource allocation method, device, computer equipment and storage medium |
| CN110198256B (en) * | 2019-06-28 | 2020-11-27 | 上海智臻智能网络科技股份有限公司 | Client terminal core number determining method and device, storage medium and terminal |
| CN111464363B (en) * | 2020-04-14 | 2023-07-04 | 中国银行股份有限公司 | Performance test method, device and system of self-service voice service system |
| CN111885268B (en) * | 2020-06-12 | 2022-03-22 | 北京百度网讯科技有限公司 | Testing method and device for conversation platform, electronic equipment and storage medium |
| CN112671723B (en) * | 2020-12-11 | 2021-12-28 | 慧捷(上海)科技股份有限公司 | Call control system, method and computer readable medium |
| CN113259201B (en) * | 2021-06-17 | 2023-10-10 | 中国农业银行股份有限公司 | Link performance test method, device, server and storage medium |
| CN113572902A (en) * | 2021-07-21 | 2021-10-29 | 携程旅游信息技术（上海）有限公司 | IVR (Interactive Voice response) remote voice response communication method, system, equipment and storage medium |
| CN114528203A (en) * | 2022-01-07 | 2022-05-24 | 马上消费金融股份有限公司 | Voice response system test method and device, electronic equipment and storage medium |
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