CN110913082A - Call center and cloud resource multi-tenant management method, device and system thereof - Google Patents

Call center and cloud resource multi-tenant management method, device and system thereof Download PDF

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Publication number
CN110913082A
CN110913082A CN201811070895.0A CN201811070895A CN110913082A CN 110913082 A CN110913082 A CN 110913082A CN 201811070895 A CN201811070895 A CN 201811070895A CN 110913082 A CN110913082 A CN 110913082A
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resource
tenant
resource request
request information
channel
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CN201811070895.0A
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CN110913082B (en
Inventor
李青
史敏锐
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China Telecom Corp Ltd
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China Telecom Corp Ltd
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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
    • H04M3/42136—Administration or customisation of 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
    • H04M3/4228—Systems providing special services or facilities to subscribers in networks
    • 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
    • H04M3/4936—Speech interaction details
    • 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
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

Abstract

The invention discloses a call center and a cloud resource multi-tenant management method, device and system thereof. The method comprises the following steps: under the condition that a user dials a call center self-service, an interactive voice response server issues resource request information to an interactive voice response device, wherein the resource request information comprises a tenant identification, a resource type and a tenant resource channel permission number; the interactive voice response device transmits the resource request information to the message queue module; the message queue module extracts a tenant identification and a tenant resource channel permission number from the resource request information and judges whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value; and under the condition that the number of the resource channels occupied by the tenants currently does not exceed a preset channel threshold value, the message queue module forwards the resource request to the self-service voice recognition device or the text voice recognition device. The invention realizes the tenant-level management capability of the ASR/TTS cloud resources of the call center.

Description

Call center and cloud resource multi-tenant management method, device and system thereof
Technical Field
The invention relates to the field of call centers, in particular to a call center and a cloud resource multi-tenant management method, device and system thereof.
Background
When a call center in the related art accepts seat outsourcing services, multi-tenant management is mainly provided through two modes: firstly, multi-tenants share Call center cloud resources, and the number of online seats which are simultaneously registered is controlled by ACD (Automatic Call Distribution)/CTI (Computer Telephony Integration) to realize multi-tenant management; and secondly, respectively creating virtual machine clusters for each tenant on different physical resource pools, deploying a cloud call center software system, and realizing multi-tenant management through physical isolation.
Disclosure of Invention
The applicant found that: the related art method has the following problems: the ACD/CTI only supports tenant-level resource management of manual agents, and does not support ASR (Automatic Speech Recognition)/TTS (Text To Speech) cloud resource management and control related To IVR (Interactive Voice Response) self-service; although the physical isolation mode realizes tenant-level management, the utilization rate of ASR/TTS cloud resources is not high, and the management cost is not obviously reduced compared with that of the traditional call center.
In view of at least one of the above technical problems, the invention provides a call center and a cloud resource multi-tenant management method, device and system thereof, which realize tenant level management capability of ASR/TTS cloud resources of the call center.
According to one aspect of the invention, a cloud resource multi-tenant management method is provided, which comprises the following steps:
under the condition that a user dials a call center self-service, an interactive voice response server issues resource request information to an interactive voice response device, wherein the resource request information comprises a tenant identification, a resource type and a tenant resource channel permission number;
the interactive voice response device transmits the resource request information to the message queue module;
the message queue module extracts a tenant identification and a tenant resource channel permission number from the resource request information and judges whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value;
and under the condition that the number of the resource channels occupied by the tenants currently does not exceed a preset channel threshold value, the message queue module forwards the resource request to the self-service voice recognition device or the text voice recognition device.
In some embodiments of the present invention, the determining whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold includes:
determining the number of resource channels currently occupied by the tenant according to the tenant identification;
determining a preset channel threshold according to the tenant resource channel permission number;
and judging whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value.
In some embodiments of the invention, the predetermined channel threshold is greater than or equal to the tenant resource channel permission number.
In some embodiments of the present invention, the cloud resource multi-tenant management method further includes:
under the condition that a user dials a call center self-service, the interactive voice response server inquires and determines the tenant resource channel permission number from the channel resource lease information base, and then the step of sending the resource request information to the interactive voice response device is executed.
In some embodiments of the present invention, the cloud resource multi-tenant management method further includes:
and under the condition that the number of the resource channels currently occupied by the tenant does not exceed a preset channel threshold value, the message queue module adds 1 to the number of the channels currently occupied, deletes the tenant label, and then executes the step of forwarding the resource request to the self-service voice recognition device or the text voice recognition device.
In some embodiments of the present invention, the cloud resource multi-tenant management method further includes:
and under the condition that the number of the resource channels occupied by the tenants currently does not exceed a preset channel threshold value, the message queue module refuses to forward the resource request to the self-service voice recognition device or the text voice recognition device.
In some embodiments of the present invention, the cloud resource multi-tenant management method further includes:
after refusing to forward the resource request to the self-service voice recognition device or the text voice recognition device for a preset time interval, the message queue module again extracts the tenant identification and the tenant resource channel permission number from the resource request information, and judges whether the number of the resource channels occupied by the tenant currently exceeds a preset channel threshold value.
According to another aspect of the present invention, there is provided a message queue module comprising:
the service control message receiving unit is used for receiving resource request information transparently transmitted by the interactive voice response device, wherein the resource request information comprises a tenant identifier, a resource type and a tenant resource channel permission number, and the resource request information is issued to the interactive voice response device by the interactive voice response server under the condition that a user dials a call center self-service;
the channel judgment unit is used for extracting the tenant identification and the tenant resource channel permission number from the resource request information and judging whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value;
and the resource request forwarding unit is used for forwarding the resource request to the self-service voice recognition device or the text voice recognition device under the condition that the number of the resource channels currently occupied by the tenant does not exceed a preset channel threshold value.
In some embodiments of the present invention, the resource request forwarding unit is configured to, in a case that the number of channels of the resource currently occupied by the tenant does not exceed the predetermined channel threshold, add 1 to the number of channels currently occupied, delete the tenant label, and then forward the resource request to the self-service voice recognition apparatus or the text voice recognition apparatus.
In some embodiments of the present invention, the channel determining unit is configured to determine, according to the tenant identifier, the number of resource channels currently occupied by the tenant; determining a preset channel threshold according to the tenant resource channel permission number; and judging whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value.
In some embodiments of the invention, the message queue module further comprises:
and the resource request rejecting unit is used for rejecting and forwarding the resource request to the self-service voice recognition device or the text voice recognition device under the condition that the number of the resource channels occupied by the tenant currently does not exceed a preset channel threshold value.
In some embodiments of the present invention, the channel determining unit is further configured to extract the tenant identifier and the tenant resource channel permission number from the resource request information again after the resource request rejecting unit rejects the forwarding of the resource request to the self-service voice recognition device or the text voice recognition device for a predetermined time interval, and determine whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold.
According to another aspect of the present invention, there is provided an interactive voice response server, comprising:
the system comprises a resource request information issuing unit, a message queue module and a self-service voice recognition device, wherein the resource request information issuing unit is used for issuing the resource request information to the interactive voice response device under the condition that a user dials a self-service of a call center, the resource request information comprises a tenant identification, a resource type and a tenant resource channel permission number, so that the interactive voice response device can transmit the resource request information to the message queue module, the message queue module extracts the tenant identification and the tenant resource channel permission number from the resource request information, judges whether the number of resource channels occupied by the tenant currently exceeds a preset channel threshold value, and the message queue module forwards the resource request to the self-service voice recognition device or the text voice recognition device under the condition that the number of resource channels occupied by the tenant currently does not exceed the preset channel threshold value.
In some embodiments of the present invention, the interactive voice response server further comprises:
the channel permission number query unit is used for querying and determining the tenant resource channel permission number from the channel resource leasing information base under the condition that a user dials the self-service of the call center; and then the resource request information issuing unit is instructed to execute the operation of issuing the resource request information to the interactive voice response device.
According to another aspect of the present invention, an interactive voice response device is provided, configured to receive resource request information sent by an interactive voice response server, where the resource request information includes a tenant identifier, a resource type, and a tenant resource channel permission number, and where the interactive voice response server sends the resource request information to the interactive voice response device when a user dials a call center self-service; and transmitting the resource request information to a message queue module so that the message queue module extracts the tenant identification and the tenant resource channel permission number from the resource request information, judges whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value, and forwards the resource request to a self-service voice recognition device or a text voice recognition device under the condition that the number of the resource channels currently occupied by the tenant does not exceed the preset channel threshold value.
According to another aspect of the present invention, there is provided a cloud resource multi-tenant management system, which includes a message queue module as described in any of the above embodiments, an interactive voice response server as described in any of the above embodiments, and an interactive voice response device as described in any of the above embodiments.
According to another aspect of the present invention, there is provided a call center including the cloud resource multi-tenant management system according to any one of the above embodiments.
According to another aspect of the present invention, there is provided a computer-readable storage medium, wherein the computer-readable storage medium stores computer instructions, and the instructions, when executed by a processor, implement the cloud resource multi-tenant management method according to any one of the above embodiments.
The invention realizes the tenant-level management capability of the ASR/TTS cloud resources of the call center, improves the robustness of ASR/TTS cloud service, and improves the user experience of IVR self-service of the call center.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
FIG. 1 is a schematic representation of some embodiments of the methods of the present invention.
FIG. 2 is a schematic representation of further embodiments of the method of the present invention.
Fig. 3 is a schematic diagram of yet other embodiments of the method of the present invention.
Fig. 4 is a schematic diagram of some embodiments of the invention.
FIG. 5 is a schematic view of further embodiments of the present invention.
FIG. 6 is a schematic diagram of some embodiments of systems of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. The following description of at least one exemplary embodiment is merely illustrative in nature and is in no way intended to limit the invention, its application, or uses. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The relative arrangement of the components and steps, the numerical expressions and numerical values set forth in these embodiments do not limit the scope of the present invention unless specifically stated otherwise.
Meanwhile, it should be understood that the sizes of the respective portions shown in the drawings are not drawn in an actual proportional relationship for the convenience of description.
Techniques, methods, and apparatus known to those of ordinary skill in the relevant art may not be discussed in detail but are intended to be part of the specification where appropriate.
In all examples shown and discussed herein, any particular value should be construed as merely illustrative, and not limiting. Thus, other examples of the exemplary embodiments may have different values.
It should be noted that: like reference numbers and letters refer to like items in the following figures, and thus, once an item is defined in one figure, further discussion thereof is not required in subsequent figures.
Fig. 1 is a schematic diagram of some embodiments of a cloud resource multi-tenant management method according to the present invention. Preferably, the embodiment can be executed by the cloud resource multi-tenant management system. The method comprises the following steps:
and 11, under the condition that a user dials a call center self-service, the interactive voice response server issues resource request information to the interactive voice response device, wherein the resource request information comprises a tenant identification, a resource type and a tenant resource channel permission number.
In some embodiments of the present invention, step 11 may comprise:
and step 111, under the condition that a user dials a call center self-service, starting an IVR Server to guide a service logic IVR Server to select a designated service logic IVR Server according to user input, and inquiring the license number of the ASR/TTS resource of the tenant.
And 112, transmitting the tenant ID, the resource type and the License (tenant resource channel permission number) carried by the extended label to the IVR in an xml (Extensible Markup Language) script.
Step 12, the interactive voice response device transmits the Resource request information (including tenant and Resource information) to the message queue module in the SIP (Session Initiation Protocol)/MRCP (Media Resource Control Protocol) Control channel message body.
Step 13, the message queue module extracts tenant and resource permission information (tenant identification and tenant resource channel permission number) from the SIP/MRCP control channel message, and determines whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold.
In some embodiments of the present invention, in step 13, the step of determining whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold may include:
and 131, determining the number of resource channels currently occupied by the tenant according to the tenant identification.
Step 132, determining a predetermined channel threshold according to the tenant resource channel license number.
Step 133, determining whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold.
In some embodiments of the invention, the predetermined channel threshold is greater than or equal to the tenant resource channel permission number.
And 14, under the condition that the number of the resource channels occupied by the tenant currently does not exceed a preset channel threshold value, the message queue module forwards the resource request to the self-service voice recognition device or the text voice recognition device.
In some embodiments of the invention, step 14 may comprise: under the condition that the number of resource channels currently occupied by the tenant does not exceed a preset channel threshold value, the message queue module adds 1 to the number of channels currently occupied; and deleting the tenant label; and then forwarding the resource request to the self-service voice recognition device or the text voice recognition device.
In some embodiments of the present invention, the cloud resource multi-tenant management method may further include: and under the condition that the number of the resource channels occupied by the tenants currently does not exceed a preset channel threshold value, the message queue module refuses to forward the resource request to the self-service voice recognition device or the text voice recognition device.
In some embodiments of the present invention, the cloud resource multi-tenant management method may further include: after refusing to forward the resource request to the self-service voice recognition device or the text voice recognition device for a preset time interval, the message queue module again extracts the tenant identification and the tenant resource channel permission number from the resource request information, and judges whether the number of the resource channels occupied by the tenant currently exceeds a preset channel threshold value.
Based on the call center cloud resource multi-tenant management method provided by the embodiment of the invention, tenant identification, resource license and other information are carried in the tag expanded by the SIP/MRCP protocol message body, and mechanisms such as resource request screening, request message caching and the like are carried out by the added message queue module, so that tenant level management capacity of call center ASR/TTS cloud resources is realized, robustness of ASR/TTS cloud services is improved, and user experience of call center IVR self-service is improved.
The embodiment of the invention also improves the utilization rate of the ASR/TTS cloud resources; the above embodiment of the present invention also significantly reduces the management cost.
Fig. 2 is a schematic diagram of another embodiment of a cloud resource multi-tenant management method according to the present invention. Preferably, the embodiment can be executed by the cloud resource multi-tenant management system. The method comprises the following steps:
step 21, under the condition that the user dials the call center self-service, starting an interactive voice response self-service flow.
Step 22, the interactive voice response server retrieves from the ASR/TTS channel resource information base, and creates tenant information (tenant resource channel permission number); and sending the tenant ID, the resource type and the License (tenant resource channel permission) carried by the expansion tag to an IVR (interactive voice response device) in the xml script.
In some embodiments of the present invention, as shown in fig. 2, in the tenant current channel permission table, the resource type of the tenant user1 is TTS, and the tenant resource channel permission number is 20; the resource type of the tenant user2 is TTS, and the tenant resource channel permission number is 50; the resource type of the tenant user3 is ASR, and the tenant resource channel permission number is 30.
And step 23, the interactive voice response device transparently transmits the tenant information to the message queue module in the SIP/MRCP control channel message body.
Step 24, the message queue module extracts the tenant and resource permission information from the SIP/MRCP control channel message, and determines whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold. Under the condition that the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value, ending; and executing step 25 if the number of resource channels currently occupied by the tenant does not exceed a predetermined channel threshold.
In some embodiments of the present invention, in step 24, the step of determining whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold may include: determining the number of resource channels currently occupied by the tenant according to the tenant identification; determining a preset channel threshold according to the tenant resource channel permission number; and judging whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value.
In some embodiments of the invention, the predetermined channel threshold is greater than or equal to the tenant resource channel permission number.
For example: in some embodiments of the present invention, the predetermined channel threshold for tenant user1 may be its corresponding tenant resource channel license number (20); the predetermined channel threshold for tenant user1 may be any value greater than 20.
Step 25, the message queue module adds 1 to the number of channels currently occupied.
The message queue module forwards the resource request to the self-service speech recognition device or the text speech recognition device, step 26.
Step 27, the message queue module determines that the resource request is released successfully. If the resource request is successfully released, ending the process; otherwise, if the resource request release is not successful, step 28 is executed.
And step 28, buffering and retransmitting.
In some embodiments of the present invention, step 28 may comprise: and for the compliant resource request, if the current resource channel is fully busy, after the Message queue fails to perform the resource request for the first time and a preset time interval is cached, re-initiating the resource request for the second time.
In some embodiments of the present invention, as shown in fig. 2, the predetermined time interval may be 0.5 s.
The embodiment of the invention provides a call center ASR/TTS cloud resource tenant level management implementation method. The tag is expanded in the xml service control script, and the tag carries information such as tenant identification, resource type, resource license permission and the like; IVR transparently transmits tenant information in SIP/MRCP protocol message body; and a message queue module is added between the IVR and the ASR/TTS cloud resources to extract, screen and forward the resource request message which conforms to license permission and shield excess resource requests, thereby realizing the ASR \ TTS cloud resource tenant level management related to IVR self-service services.
The embodiment of the invention solves the problem of multi-tenant management of the ASR/TTS cloud resources. The embodiment of the invention also solves the problem of the request success rate when the ASR/TTS channel is fully busy.
The embodiment of the invention can improve the success rate of resource request response when the TTS/ASR cloud resource channel is fully busy by a message caching mechanism (caching for 0.5 second and retransmitting for the second time after the first resource request fails) of the message queue module.
Tests prove that after the first ASR/TTS request fails, the embodiment of the invention caches for 0.5 second, and then requests again, so that the ASR/TTS resource is improved by more than 10%.
Fig. 3 is a schematic diagram of a cloud resource multi-tenant management method according to still another embodiment of the invention. Preferably, the embodiment can be executed by the cloud resource multi-tenant management system. The method comprises the following steps:
step 1, when the interactive voice response server issues a service control script to an interactive voice response device (IVR), the information such as tenant identification, resource quantity permission information and the like is carried in the expanded XML tag.
And 2, the IVR device transparently transmits the tenant identification and the License in the SIP/MRCP control channel message.
And 3, adding a message queue module between the IVR and TTS/ASR cloud resource pools, screening the compliance of resource use by the message queue module, and caching and forwarding SIP/MRCP control channel messages or rejecting requests.
The embodiment of the invention expands the xml service control script tag between the IVR server and the IVR, is used for carrying parameters such as tenant identification, ASR/TTS license resource permission and the like, adds the SIP/MRCP message queue module between the IVR equipment and the ASR/TTS cloud resource, and realizes the tenant-level management capability of the call center on the ASR/TTS cloud resource through the signaling screening mechanism of the message queue module. Meanwhile, the embodiment of the invention improves the response capability of the ASR/TTS cloud service under the condition of burst traffic through a cache mechanism of the message queue module, and improves the service experience of the IVR self-service of the call center.
The embodiment of the invention can be suitable for a multi-tenant management application scene that a call center simultaneously provides manual and self-service services.
The embodiment of the invention can support the tenant-level management application scene of ASR/TTS cloud resources in the call center seat outsourcing service.
Fig. 4 is a schematic diagram of some embodiments of a cloud resource multi-tenant management system of the present invention. As shown in fig. 4, the cloud resource multi-tenant management system of the present invention may include an interactive voice response Server (IVR Server)2, an interactive voice response device (IVR)3, and a Message Queue module (Message Queue)4, wherein:
the interactive voice response server 2 is used for carrying information such as tenant identification, resource quantity permission information and the like in the expanded XML tag when issuing the service control script to the interactive voice response device (IVR).
And the interactive voice response device 3 is used for transmitting the tenant identification and the License to the message queue module 4 through the SIP/MRCP control channel message.
And the message queue module 4 is used for screening the compliance of resource use, caching and forwarding SIP/MRCP control channel messages or rejecting requests.
In some embodiments of the present invention, as shown in fig. 4, the cloud resource multi-tenant management system of the present invention may further include an ASR/TTS channel resource information repository 1, where:
and the ASR/TTS channel resource information base 1 is used for setting tenant leasing channel permission number.
The call center IVR service platform database of the embodiment of the invention is provided with an ASR/TTS channel resource information database 1 for setting tenant leasing channel permission number.
The embodiment of the invention does not change the architecture of a call center platform system in the related technology, adds the SIP/MRCP message queue module between the IVR and the ASR/TTS cloud resources, and provides a SIP/MRCP protocol message screening and caching mechanism, thereby realizing tenant-level management of the ASR/TTS cloud resources and improving the robustness of IVR service.
Fig. 5 is a diagram of some embodiments of a message queue module of the present invention. As shown in fig. 5, the message queue module (e.g. the message queue module 4 in the embodiment of fig. 4) of the present invention may include a traffic control message receiving unit 41, a channel determining unit 42, and a resource request forwarding unit 43, where:
the service control message receiving unit 41 is configured to receive resource request information transparently transmitted by the interactive voice response device, where the resource request information includes a tenant identifier, a resource type, and a tenant resource channel grant, and the resource request information is sent to the interactive voice response device by the interactive voice response server when a user dials a call center self-service.
The channel determining unit 42 is configured to extract the tenant identifier and the tenant resource channel permission number from the resource request information, and determine whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold.
In some embodiments of the present invention, the channel determining unit 42 may be further configured to determine, according to the tenant identifier, the number of resource channels currently occupied by the tenant; determining a preset channel threshold according to the tenant resource channel permission number; and judging whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value.
And a resource request forwarding unit 43, configured to forward the resource request to the self-service speech recognition device or the text speech recognition device when the number of resource channels currently occupied by the tenant does not exceed the predetermined channel threshold.
In some embodiments of the present invention, the resource request forwarding unit 43 may be further configured to, in a case that the number of channels of the resource currently occupied by the tenant does not exceed the predetermined channel threshold, add 1 to the number of channels currently occupied, delete the tenant label, and then forward the resource request to the self-service voice recognition apparatus or the text voice recognition apparatus.
In some embodiments of the present invention, the resource request forwarding unit 43 may further be configured to, for a compliant resource request (that is, a resource request in which the number of resource channels currently occupied by a tenant does not exceed the predetermined channel threshold), if the current resource channel is fully busy, re-initiate the resource request for the second time after the Message request fails to make the first resource request, and after the predetermined time interval is cached.
In some embodiments of the present invention, as shown in fig. 5, the message queue module may further include a resource request rejecting unit 44, wherein:
and the resource request rejecting unit 44 is configured to reject to forward the resource request to the self-service voice recognition device or the text voice recognition device when the number of the resource channels currently occupied by the tenant does not exceed the predetermined channel threshold.
In some embodiments of the present invention, the channel determining unit 42 may be further configured to extract the tenant identifier and the tenant resource channel permission number from the resource request information again after the resource request rejecting unit rejects the forwarding of the resource request to the self-service voice recognition device or the text voice recognition device for a predetermined time interval, and determine whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold.
Based on the message queue module provided by the embodiment of the invention, information such as tenant identification, resource license and the like can be extracted from the label expanded by the SIP/MRCP protocol message body, and mechanisms such as screening of resource requests, caching of request messages and the like are carried out, so that tenant-level management capacity of the ASR/TTS cloud resources of the call center is realized, the robustness of ASR/TTS cloud services is improved, and the user experience of IVR self-service business of the call center is improved.
The message queue module provided by the embodiment of the invention can extract, screen and forward the resource request message which accords with license permission, and shield excess resource request, thereby realizing ASR \ TTS cloud resource tenant level management related to IVR self-service business.
The embodiment of the invention can improve the success rate of resource request response when the TTS/ASR cloud resource channel is fully busy by a message caching mechanism (caching for 0.5 second and retransmitting for the second time after the first resource request fails) of the message queue module.
FIG. 6 is a diagram of an interactive voice response server according to some embodiments of the present invention. As shown in fig. 6, the interactive voice response server (e.g. the interactive voice response server 2 in the embodiment of fig. 4) of the present invention may include a resource request information issuing unit 21, wherein:
the resource request information issuing unit 21 is configured to issue the resource request information to the interactive voice response device when a user dials a call center self-service, where the resource request information includes a tenant identifier, a resource type, and a tenant resource channel permission number, so that the interactive voice response device passes the resource request information through to the message queue module, the message queue module extracts the tenant identifier and the tenant resource channel permission number from the resource request information, determines whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold, and the message queue module forwards the resource request to the self-service voice recognition device or the text voice recognition device when the number of resource channels currently occupied by the tenant does not exceed the predetermined channel threshold.
In some embodiments of the present invention, as shown in fig. 6, the interactive voice response server may further include a channel license number query unit 22, wherein:
the channel license number query unit 22 is used for querying and determining the tenant resource channel license number from the channel resource leasing information base under the condition that a user dials the self-service of the call center; and then the resource request information issuing unit is instructed to execute the operation of issuing the resource request information to the interactive voice response device.
Based on the interactive voice response server provided by the embodiment of the invention, the xml service control script tag between the IVR server and the IVR is expanded and is used for carrying parameters such as tenant identification, ASR/TTS license resource permission and the like, so that the IVR can transmit tenant information in an SIP/MRCP protocol message body; and a message queue module is added between the IVR and the ASR/TTS cloud resources to extract, screen and forward the resource request message which conforms to license permission and shield excess resource requests, thereby realizing the ASR \ TTS cloud resource tenant level management related to IVR self-service services.
According to another aspect of the present invention, an interactive voice response device is provided, configured to receive resource request information sent by an interactive voice response server, where the resource request information includes a tenant identifier, a resource type, and a tenant resource channel permission number, and where the interactive voice response server sends the resource request information to the interactive voice response device when a user dials a call center self-service; and transmitting the resource request information to a message queue module so that the message queue module extracts the tenant identification and the tenant resource channel permission number from the resource request information, judges whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value, and forwards the resource request to a self-service voice recognition device or a text voice recognition device under the condition that the number of the resource channels currently occupied by the tenant does not exceed the preset channel threshold value.
Based on the interactive voice response device provided by the embodiment of the invention, the xml service control script tag between the IVR server and the IVR is expanded and is used for carrying parameters such as tenant identification, ASR/TTS license resource permission and the like, and the IVR can transmit tenant information in an SIP/MRCP protocol message body; the embodiment of the invention also adds a message queue module between the IVR and the ASR/TTS cloud resources, extracts, screens and forwards the resource request message which accords with license permission, and shields the excess resource request, thereby realizing the ASR \ TTS cloud resource tenant level management related to the IVR self-service.
According to another aspect of the present invention, there is provided a call center including the cloud resource multi-tenant management system according to any one of the above embodiments.
Based on the call center provided by the embodiment of the invention, the tenant identification, the resource license and other information are carried in the SIP/MRCP protocol message body expanded label, and the added message queue module is used for carrying out mechanisms such as resource request screening and request message caching, so that the tenant level management capability of the ASR/TTS cloud resources of the call center is realized, the robustness of ASR/TTS cloud services is improved, and the user experience of IVR self-service services of the call center is improved.
According to another aspect of the present invention, there is provided a computer-readable storage medium storing computer instructions which, when executed by a processor, implement the cloud resource multi-tenant management method according to any one of the above embodiments.
Based on the computer-readable storage medium provided by the above embodiment of the present invention, the tag is extended in the xml service control script, and the tag carries information such as a tenant identifier, a resource type, and a resource license; IVR transparently transmits tenant information in SIP/MRCP protocol message body; and a message queue module is added between the IVR and the ASR/TTS cloud resources to extract, screen and forward the resource request message which conforms to license permission and shield excess resource requests, thereby realizing the ASR \ TTS cloud resource tenant level management related to IVR self-service services.
The interactive voice response server, interactive voice response apparatus, and message queue module described above may be implemented as a general purpose processor, a Programmable Logic Controller (PLC), a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic, discrete hardware components, or any suitable combination thereof, for performing the functions described herein.
Thus far, the present invention has been described in detail. Some details well known in the art have not been described in order to avoid obscuring the concepts of the present invention. It will be fully apparent to those skilled in the art from the foregoing description how to practice the presently disclosed embodiments.
It will be understood by those skilled in the art that all or part of the steps for implementing the above embodiments may be implemented by hardware, or may be implemented by a program instructing relevant hardware, where the program may be stored in a computer-readable storage medium, and the above-mentioned storage medium may be a read-only memory, a magnetic disk or an optical disk, etc.
The description of the present invention has been presented for purposes of illustration and description, and is not intended to be exhaustive or limited to the invention in the form disclosed. Many modifications and variations will be apparent to practitioners skilled in this art. The embodiment was chosen and described in order to best explain the principles of the invention and the practical application, and to enable others of ordinary skill in the art to understand the invention for various embodiments with various modifications as are suited to the particular use contemplated.

Claims (18)

1. A cloud resource multi-tenant management method is characterized by comprising the following steps:
under the condition that a user dials a call center self-service, an interactive voice response server issues resource request information to an interactive voice response device, wherein the resource request information comprises a tenant identification, a resource type and a tenant resource channel permission number;
the interactive voice response device transmits the resource request information to the message queue module;
the message queue module extracts a tenant identification and a tenant resource channel permission number from the resource request information and judges whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value;
and under the condition that the number of the resource channels occupied by the tenants currently does not exceed a preset channel threshold value, the message queue module forwards the resource request to the self-service voice recognition device or the text voice recognition device.
2. The cloud resource multi-tenant management method according to claim 1, wherein the determining whether the number of resource channels currently occupied by the tenant exceeds a predetermined channel threshold value includes:
determining the number of resource channels currently occupied by the tenant according to the tenant identification;
determining a preset channel threshold according to the tenant resource channel permission number;
and judging whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value.
3. The cloud resource multi-tenant management method according to claim 2,
the predetermined channel threshold is greater than or equal to the tenant resource channel permission number.
4. The cloud resource multi-tenant management method according to any one of claims 1-3, further comprising:
under the condition that a user dials a call center self-service, the interactive voice response server inquires and determines the tenant resource channel permission number from the channel resource lease information base, and then the step of sending the resource request information to the interactive voice response device is executed.
5. The cloud resource multi-tenant management method according to any one of claims 1-3, further comprising:
and under the condition that the number of the resource channels currently occupied by the tenant does not exceed a preset channel threshold value, the message queue module adds 1 to the number of the channels currently occupied, deletes the tenant label, and then executes the step of forwarding the resource request to the self-service voice recognition device or the text voice recognition device.
6. The cloud resource multi-tenant management method according to any one of claims 1-3, further comprising:
and under the condition that the number of the resource channels occupied by the tenants currently does not exceed a preset channel threshold value, the message queue module refuses to forward the resource request to the self-service voice recognition device or the text voice recognition device.
7. The cloud resource multi-tenant management method according to claim 6, further comprising:
after refusing to forward the resource request to the self-service voice recognition device or the text voice recognition device for a preset time interval, the message queue module again extracts the tenant identification and the tenant resource channel permission number from the resource request information, and judges whether the number of the resource channels occupied by the tenant currently exceeds a preset channel threshold value.
8. A message queue module, comprising:
the service control message receiving unit is used for receiving resource request information transparently transmitted by the interactive voice response device, wherein the resource request information comprises a tenant identifier, a resource type and a tenant resource channel permission number, and the resource request information is issued to the interactive voice response device by the interactive voice response server under the condition that a user dials a call center self-service;
the channel judgment unit is used for extracting the tenant identification and the tenant resource channel permission number from the resource request information and judging whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value;
and the resource request forwarding unit is used for forwarding the resource request to the self-service voice recognition device or the text voice recognition device under the condition that the number of the resource channels currently occupied by the tenant does not exceed a preset channel threshold value.
9. The message queue module of claim 8,
and the resource request forwarding unit is used for adding 1 to the number of the channels occupied by the tenant currently and deleting the tenant label under the condition that the number of the channels occupied by the tenant currently does not exceed a preset channel threshold value, and then forwarding the resource request to the self-service voice recognition device or the text voice recognition device.
10. The message queue module of claim 8 or 9,
the channel judgment unit is used for determining the number of resource channels currently occupied by the tenant according to the tenant identification; determining a preset channel threshold according to the tenant resource channel permission number; and judging whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value.
11. The message queue module according to claim 8 or 9, further comprising:
and the resource request rejecting unit is used for rejecting and forwarding the resource request to the self-service voice recognition device or the text voice recognition device under the condition that the number of the resource channels occupied by the tenant currently does not exceed a preset channel threshold value.
12. The message queue module of claim 11, further comprising:
the channel judging unit is further configured to, after the resource request rejecting unit rejects forwarding the resource request to the self-service voice recognition device or the text voice recognition device for a predetermined time interval, again execute an operation of extracting the tenant identifier and the tenant resource channel permission number from the resource request information, and judge whether the number of the resource channels currently occupied by the tenant exceeds a predetermined channel threshold.
13. An interactive voice response server, comprising:
the system comprises a resource request information issuing unit, a message queue module and a self-service voice recognition device, wherein the resource request information issuing unit is used for issuing the resource request information to the interactive voice response device under the condition that a user dials a self-service of a call center, the resource request information comprises a tenant identification, a resource type and a tenant resource channel permission number, so that the interactive voice response device can transmit the resource request information to the message queue module, the message queue module extracts the tenant identification and the tenant resource channel permission number from the resource request information, judges whether the number of resource channels occupied by the tenant currently exceeds a preset channel threshold value, and the message queue module forwards the resource request to the self-service voice recognition device or the text voice recognition device under the condition that the number of resource channels occupied by the tenant currently does not exceed the preset channel threshold value.
14. The interactive voice response server of claim 13, further comprising:
the channel permission number query unit is used for querying and determining the tenant resource channel permission number from the channel resource leasing information base under the condition that a user dials the self-service of the call center; and then the resource request information issuing unit is instructed to execute the operation of issuing the resource request information to the interactive voice response device.
15. An interactive voice response device is characterized in that the interactive voice response device is used for receiving resource request information issued by an interactive voice response server, wherein the resource request information comprises tenant identification, resource types and tenant resource channel permission number, and the interactive voice response server issues the resource request information to the interactive voice response device under the condition that a user dials a call center self-service; and transmitting the resource request information to a message queue module so that the message queue module extracts the tenant identification and the tenant resource channel permission number from the resource request information, judges whether the number of the resource channels currently occupied by the tenant exceeds a preset channel threshold value, and forwards the resource request to a self-service voice recognition device or a text voice recognition device under the condition that the number of the resource channels currently occupied by the tenant does not exceed the preset channel threshold value.
16. A cloud resource multi-tenant management system, comprising a message queue module as claimed in any one of claims 8 to 12, an interactive voice response server as claimed in claim 13 or 14, and an interactive voice response apparatus as claimed in claim 15.
17. A call center comprising the cloud resource multi-tenant management system of claim 16.
18. A computer-readable storage medium storing computer instructions which, when executed by a processor, implement the cloud resource multi-tenant management method of any one of claims 1-7.
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