CN109951442A - Intelligent sound dispatches system - Google Patents

Intelligent sound dispatches system Download PDF

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Publication number
CN109951442A
CN109951442A CN201910073055.8A CN201910073055A CN109951442A CN 109951442 A CN109951442 A CN 109951442A CN 201910073055 A CN201910073055 A CN 201910073055A CN 109951442 A CN109951442 A CN 109951442A
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CN
China
Prior art keywords
management
calling
operator
call
strategy
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Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
CN201910073055.8A
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Chinese (zh)
Inventor
刘德泉
卞春林
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Shanghai Coast Mdt Infotech Ltd
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Shanghai Coast Mdt Infotech Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Shanghai Coast Mdt Infotech Ltd filed Critical Shanghai Coast Mdt Infotech Ltd
Priority to CN201910073055.8A priority Critical patent/CN109951442A/en
Publication of CN109951442A publication Critical patent/CN109951442A/en
Pending legal-status Critical Current

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Abstract

The invention discloses a kind of intelligent sounds to dispatch system, constructs basic communication function by IP network using based on Session Initiation Protocol;Step 1: supporting outside to access existing all operator protocol speech communication resources;Step 2: user management;Step 3: tactical management;Step 4: being analyzed by data;Step 5: realizing the unified management of different operators signaling by system administration;Intelligent sound provided by the invention dispatches system, and the speech communication resource in the system combination whole nation is dispatched by intelligent sound, in conjunction with intelligent scheduling strategy, realizes that efficiency is maximum, cost is minimum, the most stable of call center's system of service.Auxiliary allows call center greatly to improve operational decision making ability with advanced speech recognition interface technology, calling risk control strategy, reduces exhalation risk.

Description

Intelligent sound dispatches system
Technical field
The present invention relates to communications industry voice dispatch system technical fields, and furtherly more particularly to intelligent sound is dispatched System.
Background technique
Completion has been developed currently based on the voice dispatch system of SIP and has been commercialized, but domestic speech communication is by major Operator plans as a whole to carry out resource management, scheduling, and the non-profit-making enterprise, call center for actually using speech communication resource is rare The ability voluntarily managed.And with the development of science and technology and speech communication industry close rule construction constantly improve, largely use language There is an urgent need to have the ability for voluntarily managing as a whole, dispatch, monitoring, counting itself communication resources for the company of sound communication traffic.
Exchange of speech software major part product function in the field of business at present is partial to operator, and core function is trade company's management And charging, management is not fine enough, and most enterprise call centers can not effectively manage in practical applications, and the purpose of the present invention is main It is to solve such as to cannot achieve more operator's speech lines of unified management, cannot achieve based on concurrent, rate fine chemical conversion This management, operator's signaling disunity can not effectively identify call state, can not manage call center's outbound call policy, nothing as a whole Method realizes the problems such as instant failover.Meanwhile as operator's Metropolitan Area Network (MAN) line resource is saturated, the IP based on Session Initiation Protocol Voice networking technology certainly will become trend, to replace traditional digital repeatered line.
Summary of the invention
The present invention is to solve above-mentioned technical problem and the technical solution adopted is that provide a kind of intelligent sound scheduling system, mesh Be to realize being uniformly accessed into of speech line based on Session Initiation Protocol, be managed collectively, the access, scheduling, charging pipe of ISP route are provided Reason, is provided based on voice signaling, the state-detection of speech recognition (ASR), fault warning, provides and (exhaled extremely based on metrics-thresholds Cry, communication cost rate etc.) automation route handoff, concurrently adjust, detailed call center's report is provided, is protected by Clustering Hinder the availability of itself, it is intended to improve the service stability of non-profit-making call center, cut operating costs, Added Management is determined Plan.
In order to realize the above technical effect, the technical solution of use are as follows:
Basic communication function is constructed by IP network using based on Session Initiation Protocol;
Step 1: supporting outside to access existing all operator protocol speech communication resources, internally support most Mainstream voice calling system, access are mutually separated with calling, and calling is mutually separated with business, reduce the degree of coupling of system, convenient for expanding, To realize cross-system, the audio access of cross-region, dispatching;
Step 2: user management, the billing function of different dimensions is realized by the maintenance to basic data;
1) Carrier Management: realizing vendors management, maintenance available number, available concurrent, communication cost rate and mutually Even authentication information;
2) Various Complex service management and interconnection authentication information service management: are realized;
Step 3: tactical management;
1) abnormality processing strategy: according to the alarm of operator's route real-time status and automatically switch strategy, support short message, postal Part, warning by telephone;
2) intelligent scheduling strategy: according to the call policy of type of service, support local outer aobvious, percent of call completed, rate etc. multiple The configuration of dimension, according to the priority of different dimensions, smart allocation outgoing call task;
3) risk policy: according to business scenario difference, the frequency of differentiated control outgoing call, time;It is broadly divided into calling frequency Management, operator's regulation management are freezed in management, calling;
Step 4: analyzing by data, intuitive operation report is presented, and patterned large-size screen monitors is supported to show;
Step 5: realizing the unified management of different operators signaling by system administration, cluster depositary management by hand is provided and is managed simultaneously Support, which is had a try, calls ASR engine to carry out accurate signaling identification, provides power-assisted for operational decision making.
Above-mentioned intelligent sound dispatches system, in which:
In second step, including following scheme:
1) Carrier Management: realizing vendors management, maintenance available number, available concurrent, communication cost rate and mutually Even authentication information;
2) Various Complex service management and interconnection authentication information service management: are realized.
3, intelligent sound as claimed in claim 2 dispatches system, it is characterised in that:
In third step, including following scheme:
1) abnormality processing strategy: according to the alarm of operator's route real-time status and automatically switch strategy, support short message, postal Part, warning by telephone;
2) intelligent scheduling strategy: according to the call policy of type of service, support local outer aobvious, percent of call completed, rate etc. multiple The configuration of dimension, according to the priority of different dimensions, smart allocation outgoing call task;
3) risk policy: according to business scenario difference, the frequency of differentiated control outgoing call, time are broadly divided into calling frequency Management, operator's regulation management are freezed in management, calling.
The present invention has the following beneficial effects with respect to the prior art: dispatching the language in the system combination whole nation by intelligent sound Sound communication resources realize that efficiency is maximum, cost is minimum, the most stable of call center's system of service in conjunction with intelligent scheduling strategy.It is auxiliary It helps with advanced speech recognition interface technology, calling risk control strategy, call center is allow greatly to improve operational decision making Ability reduces exhalation risk.
Detailed description of the invention
Fig. 1 is that intelligent sound dispatches system architecture diagram.
Specific embodiment
The invention will be further described with reference to the accompanying drawings and examples.
Intelligent sound, which is dispatched system and used, passes through IP network building basic communication function (such as Fig. 1) based on Session Initiation Protocol.
Step 1: supporting outside to access existing all operator protocol speech communication resources, internally support most Mainstream voice calling system, access are mutually separated with calling, and calling is mutually separated with business, reduce the degree of coupling of system, convenient for expanding. To realize cross-system, the audio access of cross-region, dispatching.
Step 2: user management, the billing function of different dimensions is realized by the maintenance to basic data.
Carrier Management: vendors management, maintenance available number, available concurrent, communication cost rate and interconnection are realized Authentication information.
Service management: Various Complex service management and interconnection authentication information are realized.
Step 3: tactical management
Abnormality processing strategy: according to the alarm of operator's route real-time status and automatically switch strategy, support short message, postal Part, warning by telephone.
Intelligent scheduling strategy: according to the call policy of type of service, the multiple dimensions such as local outer aobvious, percent of call completed, rate are supported The configuration of degree, according to the priority of different dimensions, smart allocation outgoing call task.
Risk policy: according to business scenario difference, the frequency of differentiated control outgoing call, time.It is broadly divided into calling frequency pipe Management, operator's regulation management are freezed in reason, calling.
Step 4: analyzing by data, intuitive operation report is presented, and patterned large-size screen monitors is supported to show.
Step 5: realizing the unified management of different operators signaling by system administration, cluster depositary management by hand is provided and is managed simultaneously Support, which is had a try, calls ASR engine to carry out accurate signaling identification, provides power-assisted for operational decision making.
The present invention, which improves emphatically current product in the industry, can not apply the awkward situation in enterprise, focus on solving single enterprise and connect Cost can not be effectively controlled when Ru Duojia operator, be cannot achieve fine-grained management, can not be timely responded to failure, can not accurately know Other operator call signaling can not effectively control key issues of outgoing call risk.

Claims (3)

1. a kind of intelligent sound dispatches system, it is characterised in that:
Basic communication function is constructed by IP network using based on Session Initiation Protocol;
Step 1: supporting outside to access existing all operator protocol speech communication resources, most mainstreams are internally supported Voice calling system, access are mutually separated with calling, and calling is mutually separated with business, reduce the degree of coupling of system, convenient for expanding, thus Realize cross-system, the audio access of cross-region, dispatching;
Step 2: user management, the billing function of different dimensions is realized by the maintenance to basic data;
1) Carrier Management: realize that vendors management, maintenance available number, available concurrent, communication cost rate and interconnection are recognized Demonstrate,prove information;
2) Various Complex service management and interconnection authentication information service management: are realized;
Step 3: tactical management;
1) abnormality processing strategy: according to the alarm of operator's route real-time status and automatically switch strategy, support short message, mail, Warning by telephone;
2) according to the call policy of type of service, the multiple dimensions such as local outer aobvious, percent of call completed, rate intelligent scheduling strategy: are supported Configuration, according to the priority of different dimensions, smart allocation outgoing call task;
3) risk policy: according to business scenario difference, the frequency of differentiated control outgoing call, time;Be broadly divided into calling frequency management, Management, operator's regulation management are freezed in calling;
Step 4: analyzing by data, intuitive operation report is presented, and patterned large-size screen monitors is supported to show;
Step 5: realizing the unified management of different operators signaling by system administration, cluster depositary management by hand is provided and manages and supports It has a try and ASR engine is called to carry out accurate signaling identification, provide power-assisted for operational decision making.
2. intelligent sound as described in claim 1 dispatches system, it is characterised in that:
In second step, including following scheme:
1) Carrier Management: realize that vendors management, maintenance available number, available concurrent, communication cost rate and interconnection are recognized Demonstrate,prove information;
2) Various Complex service management and interconnection authentication information service management: are realized.
3. intelligent sound as claimed in claim 2 dispatches system, it is characterised in that:
In third step, including following scheme:
1) abnormality processing strategy: according to the alarm of operator's route real-time status and automatically switch strategy, support short message, mail, Warning by telephone;
2) according to the call policy of type of service, the multiple dimensions such as local outer aobvious, percent of call completed, rate intelligent scheduling strategy: are supported Configuration, according to the priority of different dimensions, smart allocation outgoing call task;
3) risk policy: according to business scenario difference, the frequency of differentiated control outgoing call, time, be broadly divided into calling frequency management, Management, operator's regulation management are freezed in calling.
CN201910073055.8A 2019-01-25 2019-01-25 Intelligent sound dispatches system Pending CN109951442A (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN201910073055.8A CN109951442A (en) 2019-01-25 2019-01-25 Intelligent sound dispatches system

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN201910073055.8A CN109951442A (en) 2019-01-25 2019-01-25 Intelligent sound dispatches system

Publications (1)

Publication Number Publication Date
CN109951442A true CN109951442A (en) 2019-06-28

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CN201910073055.8A Pending CN109951442A (en) 2019-01-25 2019-01-25 Intelligent sound dispatches system

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Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2021012490A1 (en) * 2019-07-22 2021-01-28 平安科技(深圳)有限公司 Service relay switching method and apparatus, terminal device, and storage medium

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2021012490A1 (en) * 2019-07-22 2021-01-28 平安科技(深圳)有限公司 Service relay switching method and apparatus, terminal device, and storage medium

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