CN113114568B - Route processing method and route server - Google Patents
Route processing method and route server Download PDFInfo
- Publication number
- CN113114568B CN113114568B CN202110376208.3A CN202110376208A CN113114568B CN 113114568 B CN113114568 B CN 113114568B CN 202110376208 A CN202110376208 A CN 202110376208A CN 113114568 B CN113114568 B CN 113114568B
- Authority
- CN
- China
- Prior art keywords
- routing
- client
- agent
- strategy
- routing strategy
- 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
- H04L45/00—Routing or path finding of packets in data switching networks
- H04L45/302—Route determination based on requested QoS
- H04L45/306—Route determination based on the nature of the carried application
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
- G06F16/24—Querying
- G06F16/242—Query formulation
- G06F16/2433—Query languages
-
- 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
- H04L41/08—Configuration management of networks or network elements
- H04L41/0803—Configuration setting
-
- 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
- H04L41/22—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks comprising specially adapted graphical user interfaces [GUI]
-
- 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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Theoretical Computer Science (AREA)
- Physics & Mathematics (AREA)
- Mathematical Physics (AREA)
- Databases & Information Systems (AREA)
- General Engineering & Computer Science (AREA)
- General Physics & Mathematics (AREA)
- Data Mining & Analysis (AREA)
- Computational Linguistics (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Human Computer Interaction (AREA)
- Computer And Data Communications (AREA)
Abstract
The invention discloses a routing processing method and a routing server.A visual editing interface of a routing strategy based on an SQL engine is adopted, so that the development requirement of editing the routing strategy can be reduced, the routing strategy can be edited at any time, and the routing strategy is released and taken effect in real time; the SQL routing engine is called to carry out various operations, so that the analysis of a routing operation expression can be simplified, various routing strategies can be configured, and the routing strategies of the seat matching queuing customers can be realized; meanwhile, various nodes can be preset through a visual editing interface, and an implementer can use the nodes to carry out rapid routing strategy configuration.
Description
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a routing processing method and a routing server.
Background
With the rapid development of internet multimedia, a contact center supporting multimedia access is a great trend, and a multimedia unified routing service is developed, in the prior art, a multimedia unified routing server (xroutserver, XRS) supports voice call, email call, fax call, web call, social media call and the like, so that the contact center is changed from a traditional voice contact center to a multimedia contact center, and the communication requirements of clients changing continuously are met.
The multimedia unified routing server enables multimedia to be uniformly routed, because the multimedia unified routing server can select a proper agent to provide service according to a certain routing strategy, and the agent can have the capability of multiple media services at the same time.
The current routing strategy is to read a preset routing strategy file, sort the file by a preset routing rule (such as skill level and longest ready time) through searching an agent group, return an agent job number and route the file to a selected agent. Because the routing strategy in use is preset and fixed, the routing strategy in use cannot be edited, so that the traditional routing strategy has poor expandability, simple flow and limited mode.
Disclosure of Invention
The invention provides a routing processing method and a routing server, which can reduce the development requirement of routing strategy editing by adopting an SQL engine-based visual editing interface of a routing strategy; the SQL routing engine is called to carry out various operations, so that the analysis of a routing operation expression can be simplified, and various routing strategies can be configured; the routing strategy can be edited at any time and is released and taken effect in real time; meanwhile, various nodes can be preset through a visual editing interface, and an implementer can use the nodes to carry out rapid routing strategy configuration.
In an optional implementation manner, an embodiment of the present invention provides a route processing method, including:
the routing server determines an agent routing strategy corresponding to the agent end device according to agent state information sent by the agent end device, wherein the agent routing strategy comprises a strategy for selecting client equipment by the agent end device;
the routing server calls an SQL routing engine to execute the agent routing strategy according to a routing request sent by the client equipment;
and determining the matched client equipment according to the execution routing result of the agent routing strategy.
Optionally, the method further comprises
The routing server determines a client routing strategy corresponding to the client equipment according to a routing request sent by the client equipment, wherein the client routing strategy comprises a strategy for selecting the seat end equipment by the client equipment;
the routing server calls an SQL routing engine to execute the client routing strategy according to the agent state information sent by the agent end equipment;
and determining the matched agent end equipment according to the execution routing result of the client routing strategy.
Optionally, the method further comprises:
the routing server receives an agent routing strategy sent by agent end equipment through a visual routing strategy configuration interface, and stores the agent routing strategy into a routing strategy list corresponding to the agent end equipment in a routing strategy database;
and the routing server receives a client routing strategy sent by a visual routing strategy configuration interface of the client equipment, and stores the client routing strategy into a routing strategy list corresponding to the client equipment in a routing strategy database.
Optionally, the method further comprises: and multiple types of nodes are arranged in the visual routing strategy configuration interface, and multiple routing strategies and multiple operation logics are configured and added through the multiple types of nodes.
Optionally, the invoking, by the routing server, the SQL routing engine to execute the routing policy includes:
the routing server receives a routing strategy, wherein the routing strategy comprises the client routing strategy and/or the agent routing strategy;
executing the functions of the nodes contained in the routing policy;
if the node needs to be calculated, converting an expression configured in the node into an SQL statement, calling an SQL routing engine to calculate, searching a next node number in the node storage information according to different values of a calculation result, and executing the function of the next node;
and if the node does not need to calculate, searching the next node of the node according to the next node number contained in the node and executing the function of the next node.
In an optional implementation manner, an embodiment of the present invention provides a routing server, including a processor and a storage medium, where the storage medium contains a computer program corresponding to a method for performing routing processing by the processor, and when executing the computer program, the processor includes the following steps:
determining an agent routing strategy corresponding to agent end equipment according to agent state information sent by the agent end equipment, wherein the agent routing strategy comprises a strategy for selecting client end equipment by the agent end equipment;
calling an SQL routing engine to execute the agent routing strategy according to a routing request sent by the client equipment;
and determining the matched client equipment according to the execution routing result of the agent routing strategy.
Optionally, the processor, when executing the computer program, further comprises the steps of:
determining a client routing strategy corresponding to client equipment according to a routing request sent by the client equipment, wherein the client routing strategy comprises a strategy for selecting seat end equipment by the client equipment;
calling an SQL routing engine to execute the client routing strategy according to the agent state information sent by the agent end equipment;
and determining the matched agent terminal equipment according to the execution routing result of the client routing strategy.
Optionally, the processor, when executing the computer program, further comprises the steps of:
receiving an agent routing strategy sent by agent end equipment through a visual routing strategy configuration interface, and storing the agent routing strategy into a routing strategy list corresponding to the agent end equipment in a routing strategy database;
and receiving a client routing strategy sent by a visual routing strategy configuration interface of client equipment, and storing the client routing strategy into a routing strategy list corresponding to the client equipment in a routing strategy database.
Optionally, the processor, when executing the computer program, further comprises the steps of:
and multiple types of nodes are arranged in the visual routing strategy configuration interface, and multiple routing strategies and multiple operation logics are configured through the multiple types of nodes.
Optionally, the processor, when executing the computer program, further comprises the steps of:
receiving a routing policy, wherein the routing policy comprises the customer routing policy and/or the agent routing policy;
executing the functions of the nodes contained in the routing policy;
if the node needs to be calculated, converting an expression configured in the node into an SQL statement, calling an SQL routing engine to calculate, searching a next node number according to different values of a calculation result and preset judgment conditions in the node, and executing the function of the next node;
if the node does not need to calculate, searching the next node of the node and executing the function of the next node according to the next node number contained in the node.
Because the embodiment of the invention adopts the visual editing interface of the routing strategy based on the SQL engine, the development requirement of the editing of the routing strategy can be reduced, the routing strategy can be edited at any time, and the real-time release and the effect are realized; the SQL routing engine is called to carry out various operations, so that the analysis of a routing operation expression can be simplified, various routing strategies can be configured, and the routing strategies of the seat matching queuing customers can be realized; meanwhile, various nodes can be preset through a visual editing interface, and an implementer can use the nodes to carry out rapid routing strategy configuration.
Therefore, the problems of poor expandability, simple routing strategy flow and limited mode of the existing routing strategy can be solved.
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 embodiments or the description of the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and other drawings can be obtained by those skilled in the art without creative efforts.
FIG. 1 is a schematic diagram of a visual interface for creating a routing policy;
FIG. 2 is a schematic view of a visual interface for editing a routing policy in use;
fig. 3 is a schematic flow chart of a routing processing method according to an embodiment of the present invention;
fig. 4 is a schematic flow chart of a routing processing method according to another embodiment of the present invention;
FIG. 5 is a schematic diagram of a route processing system according to another embodiment of the present invention;
FIG. 6 is a detailed flow chart of the XRS internal execution of a received client request in accordance with the present invention;
FIG. 7 is a detailed flow chart of the XRS internal execution of a received agent request in accordance with the present invention;
FIG. 8 is a detailed flow chart of XRS routing policy enforcement in accordance with the present invention;
fig. 9 is a schematic structural diagram of a routing server according to another embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention clearer, 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 some, but not all embodiments of the present invention. The embodiments of the present invention, and all other embodiments obtained by a person of ordinary skill in the art without any inventive work, belong to the scope of protection of the present invention.
The terminology used in the embodiments of the invention is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. As used in the examples of the present invention and the appended claims, the singular forms "a", "an", and "the" are intended to include the plural forms as well, and "a" and "an" generally include at least two, but do not exclude at least one, unless the context clearly dictates otherwise.
It should be understood that the term "and/or" as used herein is merely one type of association that describes an associated object, meaning that three relationships may exist, e.g., a and/or B may mean: a exists alone, A and B exist simultaneously, and B exists alone. In addition, the character "/" herein generally indicates that the former and latter associated objects are in an "or" relationship.
It should be understood that although the terms first, second, third, etc. may be used to describe XXX in embodiments of the present invention, these XXX should not be limited to these terms. These terms are only used to distinguish XXX from each other. For example, a first XXX may also be referred to as a second XXX, and similarly, a second XXX may also be referred to as a first XXX, without departing from the scope of embodiments of the present invention.
It is also noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a good or system that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such good or system. Without further limitation, an element defined by the phrases "comprising one of \8230;" does not exclude the presence of additional like elements in an article or system comprising the element.
In the process of implementing the invention, the applicant finds that the existing routing strategy is complex to edit, needs to be edited in a code, cannot be edited in a visual interface, has high difficulty in adding a routing strategy, needs a long development period, and cannot edit and modify the routing strategy in use; further, the existing routing strategy does not set flows and nodes, only finds the seat with the priority connection according to the preset routing strategy, only selects the routing strategy of an idle seat by a client, lacks the routing strategy of a seat matching queuing client, and does not have the control functions of playing and sending text messages, so the existing routing strategy has the problems of poor expandability, simple routing strategy flow and limited mode.
In order to overcome the problems in the prior art, the present invention may implement a configuration interface for visualizing a routing policy by using a Structured Query Language (SQL) engine, such as a visual interface for creating a new routing policy shown in fig. 1 and a visual interface for editing a routing policy in use shown in fig. 2.
Because the invention adopts the visual editing interface of the routing strategy based on the SQL engine, the development requirement of the editing of the routing strategy can be reduced, various nodes can be preset through the visual editing interface, the implementer can use the nodes to carry out the rapid routing strategy configuration, the routing strategy can be edited at any time, and the real-time release is effective; meanwhile, various operation logics can be added through various types of nodes, the SQL routing engine can be called to perform various operations, the analysis of the routing operation expression can be simplified, the check of the routing strategy is supported, the dead cycle and other errors of the routing algorithm are found in advance, the simulation test in a visual routing strategy editor is supported, and the development and debugging integration is realized.
Fig. 3 is a schematic flow chart of a routing processing method according to an embodiment of the present invention, as shown in fig. 3, including:
101. the routing server determines an agent routing strategy corresponding to the agent end equipment according to the agent state information sent by the agent end equipment;
in the existing routing strategy, an agent with a priority connection is found according to a preset routing strategy, only a client selects a routing strategy of an idle agent, and the routing strategy of the agent matching queuing client is lacked.
Because the visual editing interface based on the SQL engine is adopted, the agent end equipment can carry out agent routing strategy configuration (including but not limited to newly building or modifying the agent routing strategy) through the visual routing strategy configuration interface provided by the invention, and because the visual editing interface presets various nodes, an implementer can rapidly carry out various routing strategy configurations by using various nodes, the routing strategy can be edited at any time, and the real-time release is effective;
specifically, the agent end device configures an agent routing policy through a visual routing policy configuration interface, and sends the configured agent routing policy to a routing server, and the routing server stores the agent routing policy in a routing policy list corresponding to the agent end device in a routing policy database, and establishes a correspondence between the agent end device and the agent routing policy thereof, wherein the agent routing policy includes a policy for the agent end device to select a client device.
102. The routing server calls an SQL routing engine to execute the agent routing strategy according to a routing request sent by the client equipment;
when a routing server receives an agent routing strategy, executing the functions of nodes contained in the agent routing strategy, if the nodes need to be calculated, converting expressions configured in the nodes into SQL statements, calling an SQL routing engine to calculate, searching the serial number of the next node in the node storage information according to different values of a calculation result, and executing the functions of the next node; if the node does not need to calculate, because the current node contains the default next node number, the next node of the node can be directly searched according to the number and the function of the next node is executed.
According to the invention, various types of nodes are built in the visual routing strategy configuration interface, and various operation logics can be added through the various types of nodes, so that various operations can be carried out when the SQL routing engine is called, and the analysis of the routing operation expression can be simplified.
103. And the routing server determines the matched client equipment according to the execution routing result of the agent routing strategy.
If the routing server does not match a proper client according to the execution routing result of the agent routing strategy, nothing is done; if the client side equipment is matched with the agent side equipment, the routing request of the matched client side is dequeued, and then the agent side equipment information is fed back to the client side equipment.
The invention adopts the visual editing interface of the routing strategy based on the SQL engine, can reduce the development requirement of the editing of the routing strategy, can preset various nodes through the visual editing interface, and can use various nodes to rapidly configure various routing strategies, and the routing strategies can be edited at any time and released and taken effect in real time; meanwhile, various operation logics can be added through various types of nodes, and various operations can be performed by calling the SQL routing engine, so that the analysis of the routing operation expression can be simplified;
it should be noted that the SQL engine according to the embodiment of the present invention may support checking of a routing policy, find an error such as a dead cycle of a routing algorithm in advance, support simulation testing in a visual routing policy editor, and develop and debug integration.
Fig. 4 is a schematic flow structure diagram of a routing processing method according to another embodiment of the present invention, as shown in fig. 4, including:
201. the routing server determines a client routing strategy corresponding to the client equipment according to a routing request sent by the client equipment;
because the invention adopts the visual editing interface of the routing strategy based on SQL engine, the client device can carry out the configuration of the client routing strategy (including but not limited to newly building or modifying the client routing strategy) through the visual routing strategy configuration interface provided by the invention, and because the visual editing interface presets various nodes, the implementer can use various nodes to carry out the configuration of various client routing strategies quickly, and the client routing strategy can be edited at any time and released and taken effect in real time;
specifically, the client device configures a client routing policy through a visual routing policy configuration interface, and sends the configured client routing policy to the routing server, and the routing server stores the client routing policy in a routing policy database in a routing policy list corresponding to the client device, and establishes a correspondence between the client device and the client routing policy thereof, where the client routing policy includes a policy for the client device to select an agent device.
202. The routing server calls an SQL routing engine to execute the client routing strategy according to the agent state information sent by the agent end equipment;
when a routing server receives a customer routing strategy, executing the functions of nodes contained in the customer routing strategy, if the nodes need to be calculated, converting expressions configured in the nodes into SQL statements, calling an SQL routing engine for calculation, searching the number of the next node in the node storage information according to different values of calculation results and executing the functions of the next node; if the node does not need to calculate, because the current node contains the default next node number, the next node of the node can be directly searched according to the number and the function of the next node is executed.
According to the invention, various types of nodes are arranged in the visual routing strategy configuration interface, and various operation logics can be added through the various types of nodes, so that various operations can be carried out when the SQL routing engine is called, and the analysis of the routing operation expression can be simplified.
203. And the routing server determines the matched agent end equipment according to the execution routing result of the client routing strategy.
If the routing server does not match a proper seat according to the execution routing result of the client routing strategy, feeding back the result that the client equipment does not have an idle seat, and continuously queuing the client routing request; and if the routing execution result is matched with a proper agent, dequeuing the client routing request, and then feeding back the matched agent end equipment information to the client equipment.
The invention adopts the visual editing interface of the routing strategy based on the SQL engine, which can reduce the development requirement of the editing of the routing strategy, and can preset various nodes through the visual editing interface, and the implementer can use the various nodes to rapidly carry out the configuration of various routing strategies, and the routing strategies can be edited at any time and released and take effect in real time; meanwhile, various operation logics can be added through various types of nodes, and various operations can be performed by calling the SQL routing engine, so that the analysis of the routing operation expression can be simplified;
it should be noted that the SQL engine of the embodiment of the present invention can support checking of the routing policy, discover errors such as dead cycles of the routing algorithm in advance, and support simulation testing and development and debugging integration in the visual routing policy editor.
The following describes the working process of the routing processing system in detail by means of an XRoutingServer (XRS), which is responsible for processing unified routing services requested by channels such as telephone, online, wechat applet, public number, etc., and belongs to a bridge connecting a client to an agent on a contact platform.
Fig. 5 is a schematic diagram of a routing processing system according to another embodiment of the present invention, as shown in fig. 5, including: the system comprises a client, an agent terminal and an XRS, wherein the client comprises but is not limited to a telephone channel and an online channel.
When the client side of the telephone channel has manual operation, a manual operation transferring request is sent to the XRS, when the client side of the online channel has manual operation, the manual operation transferring request is sent to the XRS, after the XRS receives the request, an agent matched with the channel, the service type and the telephone traffic capacity is selected to the client side according to the current agent state information, and after the routing is finished, the routed agent job number and the attached information thereof are fed back to the corresponding client side.
When the on-line seat end call is finished or the telephone seat is in a ready state and can receive a new session, computer Telephony Integration (CTI) enables the Computer to be a user switch capable of being controlled by a program, a message of changing the seat state is sent to an XRS (X-ray Server), the XRS gives a customer with matched seat routing channel, service type and customer grade, and after the routing is finished, the seat work number and the accessory information thereof are fed back to the corresponding client of the manual request.
Fig. 6 is a detailed flowchart of the XRS internally executing a received client request according to the present invention, as shown in fig. 6:
1. the XRS receives the routing request of the client and firstly queues the routing request uniformly.
2. And the XRS firstly goes to a client routing policy library to search a client routing policy according to the policy id in the routing request.
3. The XRS calls an SQL routing engine to execute the client routing strategy according to the routing request parameters and the found client routing strategy, and if no idle seat is found according to the execution result of the strategy, the step 4 is executed; finding a free seat performs step 5.
4. And after the execution of the client routing strategy is finished, if the customer service is fully busy, the result that the client does not have an idle seat is fed back, and the routing request continues to be queued.
5. After the client routing strategy is executed, a proper seat is found, the routing request is dequeued, and then the information of the found seat is fed back to the client.
Fig. 7 is a specific flowchart of the XRS internally executing a received agent request according to the present invention, as shown in fig. 7:
1. the XRS receives the notification of the state change of the agent end, and will first go to the agent routing policy library to read the agent-selecting client policy, where the agent-selecting client policy includes, for example: when the seat is idle, the seat has a plurality of clients needing to be accessed, but can only access one client at the same time, and at the moment, the seat selects one client with matched channel, service type and client grade from the plurality of clients.
2. And the XRS calls an SQL routing engine execution strategy according to the request parameters (such as the agent job number, the channel, the service type and the like) in the agent state change notification and the read agent routing strategy, and respectively executes the step 3 or the step 4 according to different execution routing results.
3. And after the agent routing strategy is executed, if no suitable client is found, nothing is done.
4. After the agent routing strategy is executed, if a suitable client is found, the routing request of the client is dequeued and then fed back to the currently idle agent of the client.
It should be noted that the XRS routing policy of the present invention is stored in JSON, for example, in an XRS memory, and includes a plurality of nodes (including but not limited to a start node, a plurality of policy nodes, and an end node), and different routing policy files can be specified by different IVR voice process man-hours. The dynamic routing core adopted by the invention is a routing engine, the essence of the dynamic routing core is based on a script interpreter of an SQL engine, a script language used by an XRS is a complete graphic programming language, and a graphical flow configuration interface is added, so that a visual programming tool is formed, the flow editing efficiency and the flow editing flexibility of technicians are improved, and the difficulty of flow editing is reduced.
It should be noted that the visual routing policy configuration tool adopted by the present invention has the following nodes built therein, and can directly use the existing nodes for configuration:
1. the start node: an entry identification node of the routing strategy;
2. and (4) ending the node: an end identifier node of the routing strategy;
3. playback nodes: a node that plays the content of the audio file;
4. text node: sending a text prompt;
5. assigning nodes: setting values for system or self-defined variables (channel associated data);
6. the calculation node: setting a result after carrying out operation (arithmetic operation, set operation and the like) on system or self-defined variables (channel associated data);
7. judging nodes: judging variables (associated data) according to certain conditions (equal, larger, smaller, equal and containing logic operations) and skipping according to the judgment result, wherein the condition is true and the true node is skipped; if the condition is false, skipping false nodes;
8. random node: the system generates a random number and judges whether the random number is larger than or smaller than a set threshold value and only limits the node to jump according to the set threshold value;
9. enumerating nodes: correspondingly skipping nodes according to different judged results of the variables (the channel associated data), and if the client type (the clienttype) is vip1, walking the id8 node; if the node is vip2, the id9 node is walked; if the node is vip3, the id74 node is moved; if no matching type is found, an exit node (next node) is walked;
10. finding an agent node: finding the agent and can carry variables (associated data);
11. queuing timeout node: a queuing overtime node, wherein the XRS sends a queuing overtime message to the route request party;
12. the database resource query node: querying nodes of database resources, and if a plurality of records are queried, only taking the first record which can be used for querying agent resources and customer resources in the database;
13. the database resource updating node: the database resource node is updated, and the database resource node can be used for updating the ability value of the agent after the agent is distributed to the client;
14. the synchronous interface calls the node: obtaining a result from a third-party interface (in an HTTPPOST mode, a return value is a JSON object, and the JSON object is loaded into the channel associated data by a route);
15. the asynchronous interface calls the node: asynchronously calling a third-party interface for executing an interface which does not need to return a value immediately in the routing process;
16. caching Redis resource updating nodes: saving the appointed associated data value into Redis;
17. caching Redis resource query nodes: acquiring a value specified in Redis, and storing the value in associated channel data;
18. and the combination node of the partial nodes.
Fig. 8 is a specific flowchart of XRS routing policy enforcement according to the present invention, as shown in fig. 8:
1. the client requests to change man hours to obtain the channel associated data and the routing strategy transmitted by the client; when the agent end is ready or the call is released and a new client can be connected, the agent end acquires the channel associated data and the routing strategy transmitted by the agent end;
2. executing functional nodes in the routing strategy, such as playback, text, updating cache, database and calling interface;
3. if the node needs to be calculated, converting an expression configured in the node into an SQL statement;
4. calling an SQL engine to calculate and obtain a calculation result;
5. adding the calculation result into the associated data or searching for the next node;
6. if the node does not need to be calculated, directly searching the next node after the step 2;
7. step 2-6 is executed according to the configuration of the next node until the end node is reached, fig. 9 is a schematic structural diagram of a routing server according to another embodiment of the present invention, and as shown in fig. 9, a receiving module 91 is configured to receive agent state information sent by an agent end device;
a determining module 92, configured to determine, according to the agent state information, an agent routing policy corresponding to the agent side device, where the agent routing policy includes a policy for the agent side device to select a client device;
the calling module 93 is configured to call an SQL routing engine to execute the agent routing policy determined by the determining module according to the routing request sent by the client device;
the determining module 92 is further configured to determine the matched client device according to the execution routing result of the agent routing policy.
Optionally, the receiving module 91 is further configured to receive a routing request sent by a client device;
the determining module 92 is further configured to determine, according to the routing request, a client routing policy corresponding to the client device, where the client routing policy includes a policy for the client device to select an agent device;
the calling module 93 is further configured to call an SQL routing engine to execute the client routing policy according to the agent state information sent by the agent end device;
the determining module 92 is further configured to determine the matched agent end device according to the execution routing result of the client routing policy.
Alternatively, the first and second liquid crystal display panels may be,
the receiving module 91 is further configured to receive an agent routing policy sent by the agent end device through the visual routing policy configuration interface;
the routing server further includes a configuration module 94, configured to store the agent routing policy in a routing policy database in a routing policy list corresponding to the agent end device;
the receiving module 91 is further configured to receive a client routing policy sent by a visual routing policy configuration interface of the client device;
the configuration module 94 is further configured to store the client routing policy in a routing policy database in a routing policy list corresponding to the client device.
Alternatively,
the configuration module 94 is further configured to embed multiple types of nodes through the visual routing policy configuration interface, and configure multiple routing policies and add multiple types of operation logic through the multiple types of nodes.
Alternatively,
the receiving module 91 is further configured to receive a routing policy, where the routing policy includes the customer routing policy and/or the agent routing policy;
the calling module 93 is configured to execute a function of a node included in the routing policy received by the receiving module; if the node needs to be calculated, converting an expression configured in the node into an SQL statement, calling an SQL routing engine to calculate, searching the serial number of the next node according to different values of a calculation result, and executing the function of the next node; and if the node does not need to calculate, directly searching the next node of the node and executing the function of the next node.
The routing server according to the embodiment of the present invention may execute the methods in the embodiments shown in fig. 3 to 8, and the technical effects thereof are not described again.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (6)
1. A method for processing a route, comprising:
the routing server determines an agent routing strategy corresponding to the agent end equipment according to agent state information sent by the agent end equipment, wherein the agent routing strategy comprises a strategy for selecting client equipment by the agent end equipment;
the routing server calls an SQL routing engine to execute the agent routing strategy according to a routing request sent by the client equipment;
determining matched client equipment according to the execution routing result of the agent routing strategy;
the agent routing strategy is obtained by newly establishing and/or modifying a visual routing strategy configuration interface, and can carry out rapid configuration on various routing strategies through various nodes preset in the visual routing strategy configuration interface;
the routing server receives an agent routing strategy sent by agent end equipment through a visual routing strategy configuration interface, and stores the agent routing strategy into a routing strategy list corresponding to the agent end equipment in a routing strategy database;
multiple types of nodes are arranged in the visual routing strategy configuration interface, multiple routing strategies are configured and multiple operation logics are added through the multiple types of nodes;
if the routing server does not match a proper client according to the execution routing result of the agent routing strategy, waiting;
if the routing execution result is matched with a proper client, the routing request of the matched client is dequeued, and the information of the agent end equipment is fed back to the client end equipment;
the SQL routing engine can check the routing strategy and perform simulation test in a visual routing strategy editor.
2. The method of claim 1, further comprising:
the routing server determines a client routing strategy corresponding to the client equipment according to a routing request sent by the client equipment, wherein the client routing strategy comprises a strategy for selecting the seat end equipment by the client equipment;
the routing server calls an SQL routing engine to execute the client routing strategy according to the agent state information sent by the agent end equipment;
determining matched agent end equipment according to the execution routing result of the client routing strategy;
the client routing strategy is obtained by newly establishing and/or modifying a visual routing strategy configuration interface, and can carry out rapid configuration on various routing strategies through various nodes preset in the visual routing strategy configuration interface;
the routing server receives a client routing strategy sent by a visual routing strategy configuration interface of client equipment, and stores the client routing strategy into a routing strategy list corresponding to the client equipment in a routing strategy database;
if the routing server does not match a proper seat according to the execution routing result of the client routing strategy, waiting;
and if the routing execution result is matched with the proper seat, dequeuing the routing request of the matched client, and feeding back the information of the seat end equipment to the client end equipment.
3. The method of claim 1, wherein the routing server invoking an SQL routing engine to execute a routing policy comprises:
the routing server receives a routing strategy, wherein the routing strategy comprises the client routing strategy and/or the agent routing strategy;
executing the functions of the nodes contained in the routing policy;
if the node needs to calculate, converting an expression configured in the node into an SQL statement, calling an SQL routing engine to calculate, searching a next node number in the node storage information according to different values of a calculation result, and executing the function of the next node;
and if the node does not need to calculate, searching the next node of the node according to the next node number contained in the node and executing the function of the next node.
4. A routing server, comprising:
the receiving module is used for receiving the seat state information sent by the seat end equipment;
a determining module, configured to determine, according to the agent state information, an agent routing policy corresponding to the agent side device, where the agent routing policy includes a policy for the agent side device to select a client device;
the calling module is used for calling an SQL routing engine to execute the agent routing strategy determined by the determining module according to the routing request sent by the client equipment;
the determining module is further configured to determine a matched client device according to the execution routing result of the agent routing policy;
the agent routing strategy is obtained by newly building and/or modifying a visual routing strategy configuration interface, and can carry out rapid configuration on various routing strategies through various nodes preset in the visual routing strategy configuration interface;
the receiving module is also used for receiving an agent routing strategy sent by the agent end equipment through a visual routing strategy configuration interface;
the configuration module is further configured to store the agent routing policy in a routing policy database in a routing policy list corresponding to the agent end device;
the configuration module is further used for setting various types of nodes in the visual routing strategy configuration interface, configuring various routing strategies through the various types of nodes and adding various operation logics;
if the routing server does not match a proper client according to the execution routing result of the agent routing strategy, waiting;
if the routing result is matched with a proper client, the routing request of the matched client is dequeued, and the information of the agent end equipment is fed back to the client end equipment;
the SQL routing engine can check the routing strategy and perform simulation test in a visual routing strategy editor.
5. The routing server of claim 4, wherein:
the receiving module is further configured to receive a routing request sent by the client device;
the determining module is further configured to determine a client routing policy corresponding to the client device according to the routing request, where the client routing policy includes a policy for selecting an agent device by the client device;
the calling module is also used for calling an SQL routing engine to execute the client routing strategy according to the seat state information sent by the seat end equipment;
the determining module is further configured to determine a matched agent end device according to an execution routing result of the client routing policy;
the client routing strategy is obtained by newly establishing and/or modifying a visual routing strategy configuration interface, and can carry out rapid configuration on various routing strategies through various nodes preset in the visual routing strategy configuration interface;
the receiving module is further configured to receive a client routing policy sent by a visual routing policy configuration interface of the client device;
the configuration module is further configured to store the client routing policy in a routing policy list corresponding to the client device in a routing policy database;
if the routing server does not match a proper seat according to the execution routing result of the client routing strategy, waiting;
and if the routing execution result is matched with the proper seat, dequeuing the routing request of the matched client, and feeding back the information of the seat end equipment to the client end equipment.
6. The routing server of claim 4, wherein:
the receiving module is further configured to receive a routing policy, where the routing policy includes the customer routing policy and/or the agent routing policy;
the calling module is used for executing the functions of the nodes contained in the routing strategy received by the receiving module; if the node needs to calculate, converting an expression configured in the node into an SQL statement, calling an SQL routing engine to calculate, searching a next node number in the node storage information according to different values of a calculation result, and executing the function of the next node; and if the node does not need to calculate, searching the next node of the node according to the next node number contained in the node and executing the function of the next node.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110376208.3A CN113114568B (en) | 2021-04-08 | 2021-04-08 | Route processing method and route server |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110376208.3A CN113114568B (en) | 2021-04-08 | 2021-04-08 | Route processing method and route server |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN113114568A CN113114568A (en) | 2021-07-13 |
| CN113114568B true CN113114568B (en) | 2023-01-03 |
Family
ID=76714599
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202110376208.3A Active CN113114568B (en) | 2021-04-08 | 2021-04-08 | Route processing method and route server |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN113114568B (en) |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102387264A (en) * | 2010-08-27 | 2012-03-21 | 中兴通讯股份有限公司 | Processing method and processing device of call control strategies and call center |
| CN103684874A (en) * | 2013-12-31 | 2014-03-26 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
| CN110995944A (en) * | 2019-12-19 | 2020-04-10 | 易谷网络科技股份有限公司 | Customer service seat recommendation method and device, customer service equipment and storage medium |
| CN112307113A (en) * | 2019-07-29 | 2021-02-02 | 中兴通讯股份有限公司 | Service request message sending method and distributed database architecture |
Family Cites Families (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101645988B (en) * | 2008-08-04 | 2012-01-11 | 中兴通讯股份有限公司 | Next-generation call center system and queuing method thereof |
| CN101645987B (en) * | 2008-08-07 | 2011-11-30 | 中兴通讯股份有限公司 | Routing system and routing method for call center |
| CN101651758B (en) * | 2008-08-13 | 2012-05-23 | 中兴通讯股份有限公司 | Device using push mode for realizing non-real time medium route and method thereof |
| CN102223454B (en) * | 2010-04-19 | 2014-01-22 | 华为技术有限公司 | Method and apparatus for seat arrangement of call center |
| CN102790835B (en) * | 2011-05-16 | 2015-06-17 | 华为软件技术有限公司 | Method and device for call distribution control |
| CN102546985A (en) * | 2011-12-09 | 2012-07-04 | 中兴通讯股份有限公司 | Calling method of calling system |
| CN105407240A (en) * | 2014-08-22 | 2016-03-16 | 中兴通讯股份有限公司 | Method and system for building conversation with customer service seat |
| US10542148B1 (en) * | 2016-10-12 | 2020-01-21 | Massachusetts Mutual Life Insurance Company | System and method for automatically assigning a customer call to an agent |
| CN107888787B (en) * | 2017-11-27 | 2020-10-27 | 中国银行股份有限公司 | Method and device for processing media access request |
-
2021
- 2021-04-08 CN CN202110376208.3A patent/CN113114568B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102387264A (en) * | 2010-08-27 | 2012-03-21 | 中兴通讯股份有限公司 | Processing method and processing device of call control strategies and call center |
| CN103684874A (en) * | 2013-12-31 | 2014-03-26 | 成都金铠甲科技有限公司 | Method and device for automatically distributing online customer service executives to conduct customer service |
| CN112307113A (en) * | 2019-07-29 | 2021-02-02 | 中兴通讯股份有限公司 | Service request message sending method and distributed database architecture |
| CN110995944A (en) * | 2019-12-19 | 2020-04-10 | 易谷网络科技股份有限公司 | Customer service seat recommendation method and device, customer service equipment and storage medium |
Also Published As
| Publication number | Publication date |
|---|---|
| CN113114568A (en) | 2021-07-13 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| JP6743246B2 (en) | Real-time voice delivery to agent greetings | |
| CN109873909B (en) | Voice calling method, device and equipment and computer storage medium | |
| US9992336B2 (en) | System for analyzing interactions and reporting analytic results to human operated and system interfaces in real time | |
| US10453075B2 (en) | System and method for meaning driven process and information management to improve efficiency, quality of work, and overall customer satisfaction | |
| US7133828B2 (en) | Methods and apparatus for audio data analysis and data mining using speech recognition | |
| US8717915B2 (en) | Process-integrated tree view control for interactive voice response design | |
| US20050108775A1 (en) | Apparatus and method for event-driven content analysis | |
| US20070083370A1 (en) | Methods and apparatus for audio data analysis and data mining using speech recognition | |
| US20130054635A1 (en) | Procuring communication session records | |
| CN111985786A (en) | Agent-based task allocation method and device, computer equipment and storage medium | |
| CN108900627A (en) | A kind of network request method, terminal installation and storage medium | |
| US8588400B2 (en) | Category based organization and monitoring of customer service help sessions | |
| CN113114568B (en) | Route processing method and route server | |
| US8139734B2 (en) | Call volume based IVR call duration and port adjustment | |
| CN110750608B (en) | Automatic scheduling method for spatial data analysis based on rule base | |
| CN111711644B (en) | Method, system and equipment for distributing and managing interaction tasks | |
| US7542916B2 (en) | Queue busting through assignment of kiosks to users | |
| CN101848282A (en) | Method, device and system for processing quality inspection and quality inspector client | |
| CN1866280A (en) | Evaluation system combined with CTI service and dynamic data, and operating method thereof | |
| CN112506497B (en) | Data processing method and data processing system | |
| CN115617487A (en) | Container rescheduling method, device, equipment and storage medium | |
| CN114461233A (en) | System and method for realizing automatic deployment of data center software based on cloud environment | |
| CN114036173A (en) | Extended updating method and device of knowledge graph | |
| CN116915912A (en) | Customer service request processing method, device, system and computer equipment | |
| CN113472957A (en) | Call processing method, device, medium and electronic equipment |
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 | ||
| PE01 | Entry into force of the registration of the contract for pledge of patent right | ||
| PE01 | Entry into force of the registration of the contract for pledge of patent right |
Denomination of invention: Routing processing methods and routing servers Effective date of registration: 20230830 Granted publication date: 20230103 Pledgee: Shanghai rural commercial bank Limited by Share Ltd. Zhangjiang Branch of science and technology Pledgor: Yigu Network Technology Co.,Ltd. Registration number: Y2023310000503 |