CN109767111A - Power business centralized data management system and method - Google Patents
Power business centralized data management system and method Download PDFInfo
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- CN109767111A CN109767111A CN201910008354.3A CN201910008354A CN109767111A CN 109767111 A CN109767111 A CN 109767111A CN 201910008354 A CN201910008354 A CN 201910008354A CN 109767111 A CN109767111 A CN 109767111A
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Abstract
Present disclose provides a kind of power business centralized data management system and methods, configure at least three groups of Tandem Gateways, expansion platform of first group of gateway as customer service system, business incoming call as new trunk carrying a part, backup of second group of gateway as first group of gateway, it is responsible for the incoming call of work order, third group gateway is the backup of original gateway, and third group gateway connects with the second networking connection；Obtain work order information, service configuration information and customer service information, according to the customer service working condition in present period, according to setting time refresh work state, it is ranked up according to priority, forms list, corresponding contact staff is distributed according to list information, and extracts preset critical field from customer service record and work order information；It monitors the worksheet processing situation of troublshooting work order in real time, and is examined according to the time limit of setting, records each link, obtain the power information of corresponding user, fusion examination and record are as a result, judge whether the power information of the user is accurate.
Description
Technical field
This disclosure relates to a kind of power business centralized data management system and method.
Background technique
Only there is provided background technical informations relevant to the disclosure for the statement of this part, it is not necessary to so constitute first skill
Art.
The management process of current electric system customer service work order data is more independent.Firstly, reporting for repairment or throwing in user
When telling, existing process flow is to distribute to corresponding Customer Service Center according to the dialing numbers of user, by contact staff couple
The content of work order is answered, recorded and is fed back, and contact staff is mainly relied on, therefore, for the anti-of the information such as power failure
Feedback, maintenance speed are to rely on greatly the initiative and the sense of duty of people to a certain extent very much, have many uncontrollable factors.
Secondly, existing workform management process can not form work shape for the incomplete recordings such as subsequent treatment process face
The monitoring of state unlikely assists maintenance, verification and the electric load metering accuracy of power information to carry out the subsequent mistake such as checking
Journey can not establish the Whole Course Management of power business data.
Summary of the invention
The disclosure to solve the above-mentioned problems, proposes a kind of power business centralized data management system and method, this public affairs
Open can record information to work order carry out effective monitoring and supervision, guarantee forms efficient closed loop management feedback system, energy
Enough carry out the Whole Course Management of power business data.
According to some embodiments, the disclosure is adopted the following technical scheme that
A kind of power business centralized data management system, including mechanical floor, data Layer and management level, in which:
The mechanical floor includes customer service system, interface module, Tandem Gateway and AVAYA audio call platform, described
Customer service system connects data Layer by interface module, and the Tandem Gateway includes at least three groups, and first group of gateway is configured
For the expansion platform as customer service system, the business incoming call a part of as new trunk carrying, second group of gateway
It is configured as the backup of first group of gateway, is responsible for the incoming call of work order, third group gateway is the backup of original gateway, and third networking
It closes and is connect with the second networking connection, be configured to preserve CTI/IVR related service in the AVAYA audio call platform with confidence
Breath；
The data Layer is configured as connection mechanical floor, obtains work order information, service configuration information and customer service information, press
According to the customer service working condition in present period, according to setting time refresh work state, it is ranked up according to priority, forms column
Table distributes corresponding contact staff according to list information, and extracts preset keyword from customer service record and work order information
Section；
The management level monitor the worksheet processing situation of troublshooting work order in real time, and each according to the examination of the time limit of setting, record
Link obtains the power information of corresponding user, and fusion examination and record are as a result, judge whether the power information of the user is quasi-
Really.
As a kind of optional embodiment, the interface module includes the interface of multiple types, with in electric system
Each platform connection communication.
As a kind of optional embodiment, switched between each group Tandem Gateway by switch.
As a kind of optional embodiment, the data Layer specifically includes work order extraction module, customer service information storage mould
Block and matching module, wherein when the work order extraction module is configured as extracting the user information of work order, area information, incoming call
Between, handle customer service, hang up the time and record information keys；
The customer service information storage module is configured as storing the check-in work number and working condition column that each customer service represents
Table records customer service representative information according to setting time refresh work status list, will set check-in work number that not busy customer service represents by
It is ranked up according to tab sequential；
The matching module is configured as carrying out according to list ordering sequence and work order incoming call sequence with single.
It is limited as further, the management level receive the information of work order extraction module and matching module, and record work
Single worksheet processing time, arrival time, processing people, processing time and processing result.
It is limited as further, the management level are according to power information and the work order information for corresponding to user, to same a period of time
Between section power information and work order information whether match and checked, illustrate that power information is errorless if matching, if not
Matching then illustrates that information is wrong.
For example, if power information is specified time user power utilization, but the customer complaint is recorded as if work order information
Electric power system fault, then explanation is incorrect there may be the user power utilization cutting load testing or there is the case where being sneaked current, stealing
Occur.
A kind of power business data centralized management method, comprising the following steps:
Configure at least three groups of Tandem Gateways, expansion platform of first group of gateway as customer service system, in new
After the business incoming call of route carrying a part, the incoming call of work order, third are responsible in backup of second group of gateway as first group of gateway
Group gateway is the backup of original gateway, and third group gateway connects with the second networking connection；
Work order information, service configuration information and customer service information are obtained, according to the customer service working condition in present period, according to
Setting time refresh work state, is ranked up according to priority, forms list, distributes corresponding customer service people according to list information
Member, and preset critical field is extracted from customer service record and work order information；
It monitors the worksheet processing situation of troublshooting work order in real time, and is examined according to the time limit of setting, records each link, acquisition pair
Using the power information at family, fusion examination and record are as a result, judge whether the power information of the user is accurate.
Compared with prior art, the disclosure has the beneficial effect that
The disclosure can guarantee that the treatment process of work order and the recording process of power information are associated, and form power business number
According to centralized management, it ensure that the validity, relevance and accuracy of the data of electric system, establish Whole Course Management；
The disclosure has recorded the overall process of work order procedure links processing comprehensively, when by analysis work order type, link processing
The critical datas such as length, working time section can optimize personnel depaly and management of arranging an order according to class and grade, and improve customer service and represent working efficiency；
The disclosure forms mutual backup by three groups of gateways, and traffic congestion will not occur for the system of ensure that；
The disclosure can carry out time limit monitoring, Schedule monitoring and important work order to the task of each type and monitor, and effectively remember
Worksheet time, progress are recorded, realizes overall process, Centralized Monitoring.
Detailed description of the invention
The accompanying drawings constituting a part of this application is used to provide further understanding of the present application, and the application's shows
Meaning property embodiment and its explanation are not constituted an undue limitation on the present application for explaining the application.
Fig. 1 is the configuration diagram of the disclosure；
Fig. 2 is the mechanical floor gateway architecture figure of the disclosure；
Specific embodiment:
The disclosure is described further with embodiment with reference to the accompanying drawing.
It is noted that following detailed description is all illustrative, it is intended to provide further instruction to the application.Unless another
It indicates, all technical and scientific terms used herein has usual with the application person of an ordinary skill in the technical field
The identical meanings of understanding.
It should be noted that term used herein above is merely to describe specific embodiment, and be not intended to restricted root
According to the illustrative embodiments of the application.As used herein, unless the context clearly indicates otherwise, otherwise singular
Also it is intended to include plural form, additionally, it should be understood that, when in the present specification using term "comprising" and/or " packet
Include " when, indicate existing characteristics, step, operation, device, component and/or their combination.
In the disclosure, term for example "upper", "lower", "left", "right", "front", "rear", "vertical", "horizontal", " side ",
The orientation or positional relationship of the instructions such as "bottom" is to be based on the orientation or positional relationship shown in the drawings, only to facilitate describing this public affairs
The relative for opening each component or component structure relationship and determination, not refers in particular to either component or element in the disclosure, cannot understand
For the limitation to the disclosure.
In the disclosure, term such as " affixed ", " connected ", " connection " be shall be understood in a broad sense, and indicate may be a fixed connection,
It is also possible to be integrally connected or is detachably connected；It can be directly connected, it can also be indirectly connected through an intermediary.For
The related scientific research of this field or technical staff can determine the concrete meaning of above-mentioned term in the disclosure as the case may be,
It should not be understood as the limitation to the disclosure.
As shown in Figure 1, a kind of power business centralized data management system, including mechanical floor, data Layer and management level,
In:
The mechanical floor includes customer service system, interface module, Tandem Gateway and AVAYA audio call platform, described
Customer service system connects data Layer by interface module, and the Tandem Gateway includes at least three groups, and first group of gateway is configured
For the expansion platform as customer service system, the business incoming call a part of as new trunk carrying, second group of gateway
It is configured as the backup of first group of gateway, is responsible for the incoming call of work order, third group gateway is the backup of original gateway, and third networking
It closes and is connect with the second networking connection, be configured to preserve CTI/IVR related service in the AVAYA audio call platform with confidence
Breath, as shown in Figure 2；
The data Layer is configured as connection mechanical floor, obtains work order information, service configuration information and customer service information, press
According to the customer service working condition in present period, according to setting time refresh work state, it is ranked up according to priority, forms column
Table distributes corresponding contact staff according to list information, and extracts preset keyword from customer service record and work order information
Section；
The management level monitor the worksheet processing situation of troublshooting work order in real time, and each according to the examination of the time limit of setting, record
Link obtains the power information of corresponding user, and fusion examination and record are as a result, judge whether the power information of the user is quasi-
Really.
In the present embodiment, mechanical floor can also include Short Message Service Gateway, to send corresponding customer service short message.
In the present embodiment, interface module may include the interface of multiple types, to connect with platform each in electric system
Connect letter.
In the present embodiment, it is switched between each group Tandem Gateway by switch.
In the present embodiment, data Layer specifically includes work order extraction module, customer service information storage module and matching module,
In, the work order extraction module is configured as extracting the user information of work order, area information, the incoming call time, processing customer service, hang up
Time and record information keys；
In the present embodiment, customer service information storage module is configured as storing the check-in work number and work that each customer service represents
Make status list, according to setting time refresh work status list, record customer service representative information, the label of not busy customer service representative will be set
Enter work number to be ranked up according to tab sequential；
In the present embodiment, matching module is configured as carrying out according to list ordering sequence and work order incoming call sequence with single.
In the present embodiment, management level receive the information of work order extraction module and matching module, and when recording work order worksheet processing
Between, arrival time, processing people, processing time and processing result.
In the present embodiment, management level are according to power information and the work order information for corresponding to user, to the use of same period
Whether power information and work order information, which match, is checked, and illustrates that power information is errorless if matching, and is said if mismatching
Bright information is wrong.
For example, if power information is specified time user power utilization, but the customer complaint is recorded as if work order information
Electric power system fault, then explanation is incorrect there may be the user power utilization cutting load testing or there is the case where being sneaked current, stealing
Occur.
A kind of power business data centralized management method, comprising the following steps:
Configure at least three groups of Tandem Gateways, expansion platform of first group of gateway as customer service system, in new
After the business incoming call of route carrying a part, the incoming call of work order, third are responsible in backup of second group of gateway as first group of gateway
Group gateway is the backup of original gateway, and third group gateway connects with the second networking connection；
Work order information, service configuration information and customer service information are obtained, according to the customer service working condition in present period, according to
Setting time refresh work state, is ranked up according to priority, forms list, distributes corresponding customer service people according to list information
Member, and preset critical field is extracted from customer service record and work order information；
It monitors the worksheet processing situation of troublshooting work order in real time, and is examined according to the time limit of setting, records each link, acquisition pair
Using the power information at family, fusion examination and record are as a result, judge whether the power information of the user is accurate.
The foregoing is merely preferred embodiment of the present application, are not intended to limit this application, for the skill of this field
For art personnel, various changes and changes are possible in this application.Within the spirit and principles of this application, made any to repair
Change, equivalent replacement, improvement etc., should be included within the scope of protection of this application.
Although above-mentioned be described in conjunction with specific embodiment of the attached drawing to the disclosure, model not is protected to the disclosure
The limitation enclosed, those skilled in the art should understand that, on the basis of the technical solution of the disclosure, those skilled in the art are not
Need to make the creative labor the various modifications or changes that can be made still within the protection scope of the disclosure.
Claims (7)
1. a kind of power business centralized data management system, it is characterized in that: including mechanical floor, data Layer and management level, in which:
The mechanical floor includes customer service system, interface module, Tandem Gateway and AVAYA audio call platform, the customer service
Operation system connects data Layer by interface module, and the Tandem Gateway includes at least three groups, and first group of gateway is configured as making
For the expansion platform of customer service system, as the business incoming call of new trunk carrying a part, second group of gateway is matched
Be set to the backup of first group of gateway, be responsible for work order incoming call, third group gateway be original gateway backup, and third group gateway with
Second networking connection connects, and is configured to preserve CTI/IVR related service configuration information in the AVAYA audio call platform；
The data Layer is configured as connection mechanical floor, obtains work order information, service configuration information and customer service information, according to working as
Customer service working condition in the preceding period is ranked up according to priority according to setting time refresh work state, forms list,
Corresponding contact staff is distributed according to list information, and extracts preset critical field from customer service record and work order information；
The management level monitor the worksheet processing situation of troublshooting work order in real time, and examine according to the time limit of setting, record each ring
Section, obtains the power information of corresponding user, and fusion is examined and recorded as a result, judging whether the power information of the user is accurate.
2. a kind of power business centralized data management system as described in claim 1, it is characterized in that: the interface module includes
The interface of multiple types, with platform connection communication each in electric system.
3. a kind of power business centralized data management system as described in claim 1, it is characterized in that: between each group Tandem Gateway
It is switched over by switch.
4. a kind of power business centralized data management system as described in claim 1, it is characterized in that: the data Layer specifically wraps
Include work order extraction module, customer service information storage module and matching module, wherein the work order extraction module is configured as extracting work
The user information of list area information, the time of sending a telegram here, handles customer service, hangs up the time and record information keys；
The customer service information storage module is configured as storing the check-in work number and working condition list that each customer service represents, press
According to setting time refresh work status list, customer service representative information is recorded, the check-in work number of not busy customer service representative will be set according to column
Table sequence is ranked up；
The matching module is configured as carrying out according to list ordering sequence and work order incoming call sequence with single.
5. a kind of power business centralized data management system as claimed in claim 4, it is characterized in that: the management level receive work
The information of single extraction module and matching module, and record work order worksheet processing time, arrival time, processing people, processing time and processing
As a result.
6. a kind of power business centralized data management system as described in claim 1, it is characterized in that: the management level according to
The work order information of power information and corresponding user, whether power information and work order information to the same period, which match, is checked,
Illustrate that power information is errorless if matching, illustrates that information is wrong if mismatching.
7. a kind of power business data centralized management method, it is characterized in that: the following steps are included:
Configure at least three groups of Tandem Gateways, expansion platform of first group of gateway as customer service system, as new junction line
The incoming call of work order, third networking are responsible in the business incoming call of road carrying a part, backup of second group of gateway as first group of gateway
The backup for original gateway is closed, and third group gateway connects with the second networking connection；
Work order information, service configuration information and customer service information are obtained, according to the customer service working condition in present period, according to setting
Time refresh work state, is ranked up according to priority, forms list, distributes corresponding contact staff according to list information,
And preset critical field is extracted from customer service record and work order information；
It monitors the worksheet processing situation of troublshooting work order in real time, and is examined according to the time limit of setting, records each link, obtain to application
The power information at family, fusion examination and record are as a result, judge whether the power information of the user is accurate.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910008354.3A CN109767111A (en) | 2019-01-04 | 2019-01-04 | Power business centralized data management system and method |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910008354.3A CN109767111A (en) | 2019-01-04 | 2019-01-04 | Power business centralized data management system and method |
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| CN201910008354.3A Pending CN109767111A (en) | 2019-01-04 | 2019-01-04 | Power business centralized data management system and method |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112418783A (en) * | 2020-11-09 | 2021-02-26 | 深圳市道旅旅游科技股份有限公司 | Management method, device and equipment of general flow work order and storage medium |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104240043A (en) * | 2014-10-10 | 2014-12-24 | 国家电网公司 | Full-service centralized management service platform for electric power customer service based on number 95598 |
| CN105354762A (en) * | 2015-11-11 | 2016-02-24 | 国网山东省电力公司电力科学研究院 | Work order identification and distribution system and method of electricity customer service business |
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2019
- 2019-01-04 CN CN201910008354.3A patent/CN109767111A/en active Pending
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104240043A (en) * | 2014-10-10 | 2014-12-24 | 国家电网公司 | Full-service centralized management service platform for electric power customer service based on number 95598 |
| CN105354762A (en) * | 2015-11-11 | 2016-02-24 | 国网山东省电力公司电力科学研究院 | Work order identification and distribution system and method of electricity customer service business |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112418783A (en) * | 2020-11-09 | 2021-02-26 | 深圳市道旅旅游科技股份有限公司 | Management method, device and equipment of general flow work order and storage medium |
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Application publication date: 20190517 |