CN110381147B - Operating system and operating method for manual seat in call center - Google Patents
Operating system and operating method for manual seat in call center Download PDFInfo
- Publication number
- CN110381147B CN110381147B CN201910666358.0A CN201910666358A CN110381147B CN 110381147 B CN110381147 B CN 110381147B CN 201910666358 A CN201910666358 A CN 201910666358A CN 110381147 B CN110381147 B CN 110381147B
- Authority
- CN
- China
- Prior art keywords
- message queue
- event
- server
- seat
- call
- Prior art date
- 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.)
- Active
Links
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0654—Management of faults, events, alarms or notifications using network fault recovery
- H04L41/0663—Performing the actions predefined by failover planning, e.g. switching to standby network elements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/2866—Architectures; Arrangements
- H04L67/2871—Implementation details of single intermediate entities
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/56—Provisioning of proxy services
-
- 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
Abstract
The invention discloses an operating system and an operating method of a manual position in a call center. Wherein, operating system includes: the message queue middleware is used for creating a message queue which only corresponds to the manual position; the storage server is used for storing the corresponding relation between the artificial seats and the message queue; the agent service end is used for generating a first event issued by the artificial agent according to the operation of the artificial agent on the operation interface and sending the first event to a message queue corresponding to the artificial agent issuing the first event; the call server is used for generating a second event according to the call service and sending the second event to a message queue corresponding to the artificial seat for processing the second event; the message queue is used for forwarding the first event to the calling server and sending the second event to the seat server of the manual seat for processing the second event; wherein at least one system component employs a cluster architecture. When a fault occurs, the forwarding relation of the event does not need to be reestablished, and the availability and the stability of the call center are improved.
Description
Technical Field
The invention relates to the technical field of call centers, in particular to an operating system and an operating method of a manual position in a call center.
Background
In a call center, a connection between a seat client and a call server involves more network nodes, when one network node fails, a small-scale call center which does not adopt a server cluster mostly adopts a server restarting mode to recover services, a large-scale call center which adopts the server cluster usually needs to reestablish a connection to other network nodes which can bear the services of the current failed network node to recover the services, wherein the corresponding relationship between a service event transceiver and a service event transceiver needs to be redetermined, so that the availability and the stability of the call center are not high.
Disclosure of Invention
The invention aims to overcome the defects of low availability and low stability of a call center in the prior art and provides an operating system and an operating method of a manual seat in the call center.
The invention solves the technical problems through the following technical scheme:
an operating system for a human agent in a call center, the operating system comprising:
the message queue middleware is used for creating a message queue which only corresponds to the manual position;
the storage server is used for storing the corresponding relation between the artificial seats and the message queue;
the agent service end is used for providing an operation interface for an artificial agent, generating a first event issued by the artificial agent according to the operation of the artificial agent on the operation interface, searching a message queue corresponding to the artificial agent issuing the first event in the storage service end, and sending the first event to the message queue corresponding to the artificial agent issuing the first event;
the call server is used for providing a call service for an artificial seat and generating a second event according to the call service, and the call server is also used for searching a message queue corresponding to the artificial seat for processing the second event in the storage server and sending the second event to the message queue corresponding to the artificial seat for processing the second event;
the message queue is used for forwarding the first event to the call server and sending the second event to a seat server of an artificial seat for processing the second event;
at least one of the message queue middleware, the storage service end, the seat service end and the call service end adopts a cluster architecture.
Preferably, the seat server is specifically configured to obtain identity information of an artificial seat through the operation interface, and send the identity information to the message queue middleware, where the identity information includes an identity identifier;
the message queue middleware is also used for sending the identity information to the calling server;
the call server stores verification information of the artificial seat, is specifically used for verifying the identity information according to the verification information, and is specifically used for sending verification success information to the message queue middleware if the verification is successful;
the message queue middleware is specifically configured to create a message queue uniquely corresponding to the identity identifier in the identity information according to the verification success information, and send the verification success information to the storage server and the seat server;
the storage server is specifically configured to store a correspondence between the identity identifier in the identity information and the message queue according to the verification success information.
Preferably, the seat server provides the operation interface by using a browser;
the browser and the message queue middleware adopt full duplex communication.
Preferably, the seat server includes:
a WebSocket (a protocol for performing full-duplex communication on a single TCP connection provided by HTML (Hyper Text Markup Language) 5) service middleware, configured to establish a WebSocket connection between the browser and the message queue middleware.
An operation method of a human seat in a call center, the operation method being implemented by using an operation system of the human seat in the call center, the operation method comprising:
s1, the message queue middleware creates a message queue which is only corresponding to the manual position;
s2, the storage server stores the corresponding relation between the manual position and the message queue;
after step S2, the operating method further includes:
S3A, generating a first event issued by the manual seat according to the operation of the manual seat on an operation interface by the seat server;
S4A, the agent server searches a message queue corresponding to the artificial agent issuing the first event in the storage server;
S5A, the seat server side sends the first event to a message queue corresponding to an artificial seat issuing the first event;
S6A, the message queue corresponding to the manual seat issuing the first event forwards the first event to the call server;
after step S2, the operating method further includes:
S3B, the calling server generates a second event according to the calling service;
S4B, the calling server side searches a message queue corresponding to the manual position for processing the second event in the storage server side;
S5B, the call server side sends the second event to a message queue corresponding to a manual seat for processing the second event;
S6B, the message queue corresponding to the artificial seat processing the second event sends the second event to a seat server of the artificial seat processing the second event.
Preferably, the calling server stores verification information of the human seat, and step S1 specifically includes:
s11, the seat server side obtains identity information of the manual seat through the operation interface, wherein the identity information comprises an identity label;
s12, the seat server side sends the identity information to the message queue middleware;
s13, the message queue middleware sends the identity information to the calling server;
s14, the calling server side verifies the identity information according to the verification information;
if the verification is successful, go to step S15;
s15, the call server side sends verification success information to the message queue middleware;
s16, the message queue middleware creates a message queue uniquely corresponding to the identity identifier in the identity information according to the verification success information;
s17, the message queue middleware sends the verification success information to the storage service end and the seat service end;
step S2 specifically includes:
and S21, the storage server stores the corresponding relation between the identity in the identity information and the message queue according to the verification success information.
Preferably, the seat server provides the operation interface by using a browser;
the browser and the message queue middleware adopt full duplex communication.
Preferably, the seat server includes a WebSocket service middleware, and step S1 specifically includes:
s10, the WebSocket service middleware establishes WebSocket connection between the browser and the message queue middleware.
An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements any of the above methods of operating a human agent in a call center when executing the computer program.
A computer-readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, carries out the steps of any of the above-mentioned methods of operation of a human agent in a call center.
The positive progress effects of the invention are as follows: the call center realizes the communication between the seat service end and the call service end by utilizing the message queue middleware, specifically, the message queue middleware creates a message queue uniquely corresponding to an artificial seat, the storage service end stores the unique corresponding relation between the artificial seat and the message queue, when a fault occurs, the corresponding relation between the artificial seat and the message queue is unchanged, the forwarding relation of an event does not need to be re-established, the specific connection relation of each network node re-established in the call center does not need to be concerned, and the availability and the stability of the call center are improved.
Drawings
Fig. 1 is a schematic block diagram of an operating system of a human agent in a call center according to embodiment 1 of the present invention.
Fig. 2 is a flowchart of an operation method of a human agent in a call center according to embodiment 2 of the present invention.
Fig. 3 is a flowchart illustrating the operation of the human agent in the call center according to step S1 in embodiment 2 of the present invention.
Fig. 4 is a schematic diagram of a hardware structure of an electronic device according to embodiment 3 of the present invention.
Detailed Description
The invention is further illustrated by the following examples, which are not intended to limit the scope of the invention.
Example 1
The embodiment provides an operating system of a manual seat in a call center, and fig. 1 shows a module schematic diagram of the embodiment. Referring to fig. 1, the operating system of the present embodiment includes: the system comprises a seat server 1, a message queue middleware 2, a call server 3 and a storage server 4, wherein at least one of the seat server, the message queue middleware 2, the call server and the storage server can adopt a cluster architecture to realize disaster recovery of a call center and improve the safety of the call center. Further, the cluster architecture may adopt a remote architecture, or a remote dual-active architecture, etc.
Specifically, in this embodiment, the seat server 1 is configured to provide an operation interface for a human seat, and the human seat may perform operations such as login and call on the operation interface, where the call operation may further include incoming call, outgoing call, forwarding, three-party conference, and the like.
In this embodiment, when the manual seat performs a login operation on the operation interface, the seat server 1 is configured to obtain identity information of the manual seat through the operation interface, where the identity information at least includes a login account and a login password, and the login account may be an identity unique to the manual seat, for example, the identity may include but is not limited to: an Identification (ID) of the manual seat, a number of the manual seat extension, a session ID generated by the login operation, and the like.
After the identity information of the manual seat is acquired, the seat server 1 sends the identity information to the message queue middleware 2, the message queue middleware 2 sends the received identity information to the call server 3 providing the call service, and the call server 3 may include a database storing verification information of the manual seat (for example, the verification information may include login accounts and login passwords of all registered manual seats), and may further verify the received identity information according to the verification information.
If the call server 3 confirms that the verification is successful, the message queue middleware 2 sends verification success information, the message queue middleware 2 creates an identity identifier in the identity information according to the verification success information, namely, creates a message queue uniquely corresponding to the artificial seat, and then the message queue middleware 2 can send the verification success information to the seat server 1 and the storage server 4.
The seat server 1 can inform the manual seat on the operation interface of successful login according to the received verification success information, and network connection from the seat server 1 to the call server 3 is successfully established. The storage server 4 may store the corresponding relationship between the human seat and the message queue according to the received verification success message. The message queue is used for forwarding events between the call server 3 and the agent server 1 where the artificial agent corresponding to the message queue is located. The storage server 4 may adopt a cache server.
If the result of the verification of the calling server 3 is failure, the seat server 1 can be called again to obtain the identity information of the artificial seat, and useless session data generated in the session is deleted.
In this embodiment, the seat server 1 may use a browser to provide an operation interface, and full-duplex communication may be used between the browser and the message queue middleware 2. Specifically, the seat server 1 may include a WebSocket service middleware, configured to establish a WebSocket connection between the browser and the message queue middleware 2, so as to implement long connection between the browser and the message queue middleware 2, and after one handshake, may implement real-time communication from the browser in the seat server 1 to the message queue middleware 2, and real-time communication from the message queue middleware 2 to the browser in the seat server 1.
After the manual seat is successfully accessed to the call center network, the manual seat can execute a call operation through the operation interface.
Specifically, in this embodiment, the agent service end 1 may generate a first event issued by the manual agent according to an operation of the manual agent on the operation interface, where the first event may include an identity of the manual agent issuing the first event. Then, the agent service end 1 may search, in the storage service end 4, a message queue corresponding to the artificial agent issuing the first event, and more specifically, a message queue corresponding to the identity of the artificial agent issuing the first event, and send the first event to the found message queue corresponding to the artificial agent issuing the first event, where the message queue sends the received first event to the call service end 3, and the call service end 3 may provide a corresponding call service, such as a call-out, according to the first event.
In this embodiment, the call service end 3 may provide a call service, such as an incoming call, for the artificial seat, and generate a second event according to the provided call service, where the second event needs to determine the artificial seat to process the second event before being forwarded to the seat service end 1. Then, the call server 3 searches a message queue corresponding to the manual position for processing the second event in the storage server 4, and more specifically, searches a message queue corresponding to an identity of the manual position for processing the second event, sends the second event to the message queue corresponding to the manual position for processing the second event, and sends the received second event to the position server where the manual position for processing the second event is located. In the case that the embodiment includes the WebSocket service middleware, the message queue may actively send the received second event to the browser in the seat server 1, so as to improve the real-time performance of the call center.
Further, in this embodiment, the call service end 3 may further include a call control middleware and a voice platform server, where the voice platform server is specifically configured to provide a call floor service for the human seat, and the call control middleware is specifically configured to provide call control services such as incoming call, outgoing call, forwarding, three-party conference, and the like for the human seat. Specifically, the call control middleware may send the received first event to the voice platform server for execution, the voice platform server may receive an incoming call operation initiated by a user and generate a second event accordingly, and the call control middleware may send the second event to a message queue corresponding to an artificial seat that processes the second event.
In this embodiment, the human seat for processing the second event may be determined by the user, or may be determined by the user, and then determined by the call control middleware according to a selection rule (for example, the degree of busy or skill level of the human seat) from the human seats corresponding to the human seat type.
In this embodiment, for example, when the agent service side adopts a cluster architecture, after a server in service fails, no matter which standby server is switched to, no matter how the connection relationship between the re-established standby server and the front and back ends thereof, and the corresponding relationship between the artificial agent and the message queue is not changed, only the message queue corresponding to the artificial agent corresponding to the current event needs to be queried, and the forwarding relationship of the event does not need to be re-established, so that the availability and stability of the call center are improved.
Example 2
The present embodiment provides an operation method of a human agent in a call center, where the operation method is implemented by using the operating system provided in embodiment 1, and fig. 2 shows a flowchart of the present embodiment. Referring to fig. 2, the operation method of the present embodiment includes:
s1, the message queue middleware creates a message queue uniquely corresponding to the human seat.
Specifically, in this embodiment, when the manual agent successfully accesses the call center, a message queue uniquely corresponding to the manual agent is created according to the login data, and fig. 3 shows a flowchart of step S1. Referring to fig. 3, step S1 includes:
s11, the seat server side obtains the identity information of the manual seat through the operation interface;
s12, the seat server side sends the identity information to the message queue middleware;
s13, the message queue middleware sends the identity information to a calling server;
s14, the calling server side verifies the identity information according to the verification information;
if the verification is successful, go to step S15; if the verification fails, returning to step S11;
s15, the call server side sends verification success information to the message queue middleware;
s16, the message queue middleware creates a message queue uniquely corresponding to the identity identifier in the identity information according to the verification success information;
and S17, the message queue middleware sends the verification success information to the storage service end and the seat service end.
In this embodiment, the seat service end is configured to provide an operation interface for the human seat, and the human seat may perform the login operation on the operation interface, and may also perform operations such as calling, forwarding, tripartite conference, and the like. The identity information may include at least a login account and a login password of the human agent, and the login account may be an identity unique to the human agent, for example, the identity may include but is not limited to: an artificial seat ID, an artificial seat extension number, a session ID generated by the login operation, and the like.
In this embodiment, the call server may include a database storing verification information of the human agent (for example, a login account and a login password of all registered human agents may be included), so that the received identity information may be verified according to the verification information in the database in step S14, and the database may further store operation information of the human agent, call record information of the human agent, and the like.
The agent service end can inform the successful login of the manual agent on the operation interface according to the received verification success information, and network connection from the agent service end to the calling service end is successfully established. In addition, if the result of the authentication of the calling server is failure, the step S11 may be returned to retrieve the identity information of the human seat, and delete the useless session data generated in the session.
In this embodiment, the seat server may use a browser to provide an operation interface, and full-duplex communication may be used between the browser and the message queue middleware. Specifically, the seat server may include a WebSocket service middleware, so that step S1 may further include the step of the WebSocket service middleware establishing a WebSocket connection between the browser and the message queue middleware to implement a long connection between the browser and the message queue middleware, and after a handshake, real-time communication from the browser in the seat server to the message queue middleware and real-time communication from the message queue middleware to the browser in the seat server may be implemented.
And S2, the storage server stores the corresponding relation between the manual position and the message queue.
Specifically, in this embodiment, the step S2 may specifically include the storage service storing, according to the verification success information, a correspondence between the identity identifier in the identity information and the message queue. The message queue is used for forwarding events between the calling service terminal and the seat service terminal where the artificial seat corresponding to the message queue is located. The storage server may adopt a cache server.
Referring to fig. 2, after step S2, the operation method of the present embodiment further includes:
S3A, the seat server generates a first event issued by the manual seat according to the operation of the manual seat on the operation interface;
S4A, the seat server side searches a message queue corresponding to the artificial seat issuing the first event in the storage server side;
S5A, the seat server side sends the first event to a message queue corresponding to an artificial seat issuing the first event;
S6A, the message queue corresponding to the artificial seat publishing the first event forwards the first event to the calling server.
Specifically, after the manual seat successfully accesses the call center network, the call operation performed by the manual seat through the operation interface may be sent to the call service end via steps S3A-S6A. The first event may include an identity of an artificial seat issuing the first event, step S4A may specifically include searching for a message queue corresponding to the identity of the artificial seat issuing the first event, and step S5A may specifically include sending the first event to the searched message queue corresponding to the artificial seat issuing the first event, and then, the call service end may provide a corresponding call service, such as an outgoing call, according to the first event.
Referring to fig. 2, after step S2, the operation method of the present embodiment further includes:
S3B, the calling server generates a second event according to the calling service;
S4B, the calling server searches a message queue corresponding to the manual seat for processing the second event in the storage server;
S5B, the call server sends the second event to a message queue corresponding to the manual seat for processing the second event;
and S6B, the message queue corresponding to the artificial seat for processing the second event sends the second event to the seat server of the artificial seat for processing the second event.
Specifically, the call service end may provide a call service for the manual seat, such as an incoming call, and generate a second event according to the provided call service, where the second event needs to determine the manual seat to process the second event before being forwarded to the seat service end. Step S4B may specifically include looking up a message queue corresponding to the identity of the human agent that processed the second event. In the case that the embodiment includes the WebSocket service middleware, the message queue may actively send the received second event to the browser in the seat service end, so that the real-time performance of the call center is improved.
Further, in this embodiment, the call service end may further include a call control middleware and a voice platform server, where the voice platform server is specifically configured to provide a call floor service for the human seat, and the call control middleware is specifically configured to provide call control services such as incoming call, outgoing call, forwarding, three-party conference, and the like for the human seat. Specifically, the call control middleware may send the received first event to the voice platform server for execution, the voice platform server may receive an incoming call operation initiated by a user and generate a second event accordingly, and the call control middleware may send the second event to a message queue corresponding to an artificial seat that processes the second event.
In this embodiment, the human seat for processing the second event may be determined by the user, or may be determined by the user, and then determined by the call control middleware according to a selection rule (for example, the degree of busy or skill level of the human seat) from the human seats corresponding to the human seat type.
In this embodiment, at least one of the seat server, the message queue middleware, the call server, and the storage server may adopt a cluster architecture, so as to implement disaster recovery in the call center and improve the security of the call center. Further, the cluster architecture may adopt a remote architecture, or a remote dual-active architecture, etc.
In this embodiment, for example, when the agent service side adopts a cluster architecture, after a server in service fails, no matter which standby server is switched to, no matter how the connection relationship between the re-established standby server and the front and back ends thereof, and the corresponding relationship between the artificial agent and the message queue is not changed, only the message queue corresponding to the artificial agent corresponding to the current event needs to be queried, and the forwarding relationship of the event does not need to be re-established, so that the availability and stability of the call center are improved.
Example 3
The present embodiment provides an electronic device, which may be represented in the form of a computing device (for example, may be a server device), and includes a memory, a processor, and a computer program stored in the memory and running on the processor, where the processor, when executing the computer program, may implement the operation method of the human agent in the call center provided in embodiment 2.
Fig. 4 shows a schematic diagram of a hardware structure of the present embodiment, and as shown in fig. 4, the electronic device 9 specifically includes:
at least one processor 91, at least one memory 92, and a bus 93 for connecting the various system components (including the processor 91 and the memory 92), wherein:
the bus 93 includes a data bus, an address bus, and a control bus.
The processor 91 executes various functional applications and data processing, such as an operation method of a human agent in a call center provided in embodiment 2 of the present invention, by running the computer program stored in the memory 92.
The electronic device 9 may further communicate with one or more external devices 94 (e.g., a keyboard, a pointing device, etc.). Such communication may be through an input/output (I/O) interface 95. Also, the electronic device 9 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 96. The network adapter 96 communicates with the other modules of the electronic device 9 via the bus 93. It should be understood that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 9, including but not limited to: microcode, device drivers, redundant processors, external disk drive arrays, RAID (disk array) systems, tape drives, and data backup storage systems, etc.
It should be noted that although in the above detailed description several units/modules or sub-units/modules of the electronic device are mentioned, such a division is merely exemplary and not mandatory. Indeed, the features and functionality of two or more of the units/modules described above may be embodied in one unit/module, according to embodiments of the application. Conversely, the features and functions of one unit/module described above may be further divided into embodiments by a plurality of units/modules.
Example 4
The present embodiment provides a computer-readable storage medium on which a computer program is stored, which when executed by a processor implements the steps of the method of operation of a human agent in a call center provided in embodiment 2.
More specific examples, among others, that the readable storage medium may employ may include, but are not limited to: a portable disk, a hard disk, random access memory, read only memory, erasable programmable read only memory, optical storage device, magnetic storage device, or any suitable combination of the foregoing.
In a possible implementation, the invention can also be implemented in the form of a program product comprising program code for causing a terminal device to carry out the steps of implementing the method of operation of a human agent in a call center in example 2, when the program product is run on the terminal device.
Where program code for carrying out the invention is written in any combination of one or more programming languages, the program code may be executed entirely on the user device, partly on the user device, as a stand-alone software package, partly on the user device and partly on a remote device or entirely on the remote device.
While specific embodiments of the invention have been described above, it will be appreciated by those skilled in the art that this is by way of example only, and that the scope of the invention is defined by the appended claims. Various changes and modifications to these embodiments may be made by those skilled in the art without departing from the spirit and scope of the invention, and these changes and modifications are within the scope of the invention.
Claims (10)
1. An operating system for a human agent in a call center, the operating system comprising:
the message queue middleware is used for creating a message queue which only corresponds to the manual position;
the storage server is used for storing the corresponding relation between the artificial seats and the message queue;
the agent service end is used for providing an operation interface for an artificial agent, generating a first event issued by the artificial agent according to the operation of the artificial agent on the operation interface, searching a message queue corresponding to the artificial agent issuing the first event in the storage service end, and sending the first event to the message queue corresponding to the artificial agent issuing the first event;
the call server is used for providing a call service for an artificial seat and generating a second event according to the call service, and the call server is also used for searching a message queue corresponding to the artificial seat for processing the second event in the storage server and sending the second event to the message queue corresponding to the artificial seat for processing the second event;
the message queue is used for forwarding the first event to the call server and sending the second event to a seat server of an artificial seat for processing the second event;
at least one of the message queue middleware, the storage service end, the seat service end and the call service end adopts a cluster architecture.
2. The operating system of a human agent in a call center according to claim 1, wherein the agent server is specifically configured to obtain identity information of the human agent through the operation interface and send the identity information to the message queue middleware, where the identity information includes an identity identifier;
the message queue middleware is also used for sending the identity information to the calling server;
the call server stores verification information of the artificial seat, is specifically used for verifying the identity information according to the verification information, and is specifically used for sending verification success information to the message queue middleware if the verification is successful;
the message queue middleware is specifically configured to create a message queue uniquely corresponding to the identity identifier in the identity information according to the verification success information, and send the verification success information to the storage server and the seat server;
the storage server is specifically configured to store a correspondence between the identity identifier in the identity information and the message queue according to the verification success information.
3. The operating system of a human agent in a call center according to claim 1, wherein the agent service end provides the operation interface by using a browser;
the browser and the message queue middleware adopt full duplex communication.
4. The system for operating a human agent in a call center of claim 3, wherein the agent service side comprises:
and the WebSocket service middleware is used for establishing WebSocket connection between the browser and the message queue middleware.
5. An operating method for manual agents in a call center, the operating method being implemented by an operating system for manual agents in a call center provided in claim 1, the operating method comprising:
s1, the message queue middleware creates a message queue which is only corresponding to the manual position;
s2, the storage server stores the corresponding relation between the manual position and the message queue;
after step S2, the operating method further includes:
S3A, generating a first event issued by the manual seat according to the operation of the manual seat on an operation interface by the seat server;
S4A, the agent server searches a message queue corresponding to the artificial agent issuing the first event in the storage server;
S5A, the seat server side sends the first event to a message queue corresponding to an artificial seat issuing the first event;
S6A, the message queue corresponding to the manual seat issuing the first event forwards the first event to the call server;
after step S2, the operating method further includes:
S3B, the calling server generates a second event according to the calling service;
S4B, the calling server side searches a message queue corresponding to the manual position for processing the second event in the storage server side;
S5B, the call server side sends the second event to a message queue corresponding to a manual seat for processing the second event;
S6B, sending the second event to a position server of the artificial position for processing the second event by the message queue corresponding to the artificial position for processing the second event;
at least one of the seat server, the message queue middleware, the call server and the storage server may adopt a cluster architecture.
6. The method for operating manual agents in a call center according to claim 5, wherein the call service end stores verification information of manual agents, and the step S1 specifically includes:
s11, the seat server side obtains identity information of the manual seat through the operation interface, wherein the identity information comprises an identity label;
s12, the seat server side sends the identity information to the message queue middleware;
s13, the message queue middleware sends the identity information to the calling server;
s14, the calling server side verifies the identity information according to the verification information;
if the verification is successful, go to step S15;
s15, the call server side sends verification success information to the message queue middleware;
s16, the message queue middleware creates a message queue uniquely corresponding to the identity identifier in the identity information according to the verification success information;
s17, the message queue middleware sends the verification success information to the storage service end and the seat service end;
step S2 specifically includes:
and S21, the storage server stores the corresponding relation between the identity in the identity information and the message queue according to the verification success information.
7. The method for operating manual agents in a call center according to claim 5, wherein the agent service end provides the operation interface by using a browser;
the browser and the message queue middleware adopt full duplex communication.
8. The method for operating manual agents in a call center according to claim 7, wherein the agent service end includes a WebSocket service middleware, and step S1 specifically includes:
s10, the WebSocket service middleware establishes WebSocket connection between the browser and the message queue middleware.
9. An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor, when executing the computer program, implements a method of operation of a human agent in a call center according to any of claims 5-8.
10. 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 of operation of a human agent in a call centre according to any one of claims 5-8.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910666358.0A CN110381147B (en) | 2019-07-23 | 2019-07-23 | Operating system and operating method for manual seat in call center |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910666358.0A CN110381147B (en) | 2019-07-23 | 2019-07-23 | Operating system and operating method for manual seat in call center |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN110381147A CN110381147A (en) | 2019-10-25 |
| CN110381147B true CN110381147B (en) | 2021-12-17 |
Family
ID=68255166
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910666358.0A Active CN110381147B (en) | 2019-07-23 | 2019-07-23 | Operating system and operating method for manual seat in call center |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN110381147B (en) |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112203040B (en) * | 2020-11-06 | 2023-01-13 | 通号通信信息集团有限公司 | Railway emergency communication method and system based on communication conference |
Family Cites Families (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102523360B (en) * | 2012-01-12 | 2014-02-26 | 江苏电力信息技术有限公司 | Call routing algorithm based on multi-dimensional queue model |
| US20130262320A1 (en) * | 2012-03-30 | 2013-10-03 | Sap Ag | Systems and methods for customer relationship management |
| CN102752465B (en) * | 2012-06-12 | 2017-09-19 | 深圳市深海捷科技有限公司 | intelligent routing calling system and method |
| CN103533189B (en) * | 2012-07-02 | 2017-08-08 | 中兴通讯股份有限公司 | The distribution method and device of mobile agent call |
| CN103402032B (en) * | 2013-04-30 | 2018-05-08 | 北京讯鸟软件有限公司 | The more technical ability distribution systems of calling position and distribution method based on cloud computing |
| CN108632474A (en) * | 2018-05-11 | 2018-10-09 | 平安科技（深圳）有限公司 | Distribution method of attending a banquet and device, storage medium, electronic equipment |
| CN109088757B (en) * | 2018-08-02 | 2021-11-16 | 广州视源电子科技股份有限公司 | Service providing method, device and system |
-
2019
- 2019-07-23 CN CN201910666358.0A patent/CN110381147B/en active Active
Also Published As
| Publication number | Publication date |
|---|---|
| CN110381147A (en) | 2019-10-25 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN110647580B (en) | Distributed container cluster mirror image management main node, slave node, system and method | |
| US9794365B2 (en) | Re-establishing push notification channels via user identifiers | |
| US7886295B2 (en) | Connection manager, method, system and program product for centrally managing computer applications | |
| US8402132B2 (en) | Method, system and device for device capabilities exchange | |
| US20070011191A1 (en) | Application management for utilizing a replication engine of a Web-AP server to execute SIP replication | |
| CN111147453A (en) | System login method and integrated login system | |
| US7688719B2 (en) | Virtualization and high availability of network connections | |
| US8504873B1 (en) | Method and apparatus for providing in-memory checkpoint services within a distributed transaction | |
| CN106713391B (en) | Session information sharing method and sharing system | |
| WO2016186530A1 (en) | Systems and methods for determining routing information for a network request | |
| US6141679A (en) | High performance distributed transaction processing methods and apparatus | |
| CN112883119B (en) | Data synchronization method and device, computer equipment and computer readable storage medium | |
| CN110381147B (en) | Operating system and operating method for manual seat in call center | |
| US20090172463A1 (en) | Method, system and machine accessible medium of a reconnect mechanism in a distributed system (cluster-wide reconnect mechanism) | |
| US8671180B2 (en) | Method and system for generic application liveliness monitoring for business resiliency | |
| CN110502581A (en) | Distributed data base system monitoring method and device | |
| CN110661851A (en) | Data exchange method and device | |
| CN112995262B (en) | Distributed transaction submission method, system and computing equipment | |
| US20060200554A1 (en) | System and method for prompting unnormal statuses of an operation system | |
| US20090106781A1 (en) | Remote call handling methods and systems | |
| Cisco | Cisco Customer Response Applications Error Codes | |
| CN111324632B (en) | Transparent database session restoration with client-side caching | |
| WO2016177220A1 (en) | Instant message information storage method and device | |
| US20050097555A1 (en) | Method, system and program product for processing a transaction | |
| JP2005157822A (en) | Communication control device, application server, communication control method, and program |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |