CN113163463A - Outbound line dynamic intelligent routing system and method - Google Patents
Outbound line dynamic intelligent routing system and method Download PDFInfo
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- CN113163463A CN113163463A CN202110430911.8A CN202110430911A CN113163463A CN 113163463 A CN113163463 A CN 113163463A CN 202110430911 A CN202110430911 A CN 202110430911A CN 113163463 A CN113163463 A CN 113163463A
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- 238000004891 communication Methods 0.000 abstract description 5
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W40/00—Communication routing or communication path finding
- H04W40/02—Communication route or path selection, e.g. power-based or shortest path routing
- H04W40/04—Communication route or path selection, e.g. power-based or shortest path routing based on wireless node resources
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1101—Session protocols
- H04L65/1104—Session initiation protocol [SIP]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W40/00—Communication routing or communication path finding
- H04W40/02—Communication route or path selection, e.g. power-based or shortest path routing
- H04W40/12—Communication route or path selection, e.g. power-based or shortest path routing based on transmission quality or channel quality
Abstract
The invention relates to the field of communication, in particular to a dynamic intelligent routing system and a method for an outbound line, which comprises a routing module, a configuration module, a voice outbound system and an agent module; the voice outbound system requests a routing module through an interface; after receiving the request, the routing module judges that the called number attribution obtains the virtual line and the entity line of the called attribution, selects the entity line with higher call completing rate, judges whether the current concurrency of the selected entity line exceeds the limit, reselects another entity line with higher call completing rate if the current concurrency of the selected entity line exceeds the limit, and directly returns to the currently selected entity line if the current concurrency of the selected entity line does not exceed the limit; the voice calling system requests the agent module to initiate an outbound through the sip protocol, and the agent module initiates the outbound to the entity line. The invention can greatly reduce the configuration workload of the operation on the entity line.
Description
Technical Field
The invention relates to the field of communication, in particular to a dynamic intelligent routing system and method for an outbound line.
Background
With the development of the VOIP technology, more and more enterprises construct their own call centers based on VOIP, if a network telephone needs to be connected with a PSTN network, the telephone can be called to a traditional telecommunication network by means of a VOIP gateway or a circuit provider system, in the outbound scene of the marketing center, only one line is used for outbound, and if the line has a fault or jitter, high availability cannot be guaranteed, so that the outbound system in the current industry mostly adopts more than 2 lines to form a virtual line, and routes based on a certain rule, for example, routes based on a called number attribution, but these schemes inevitably bring about a problem of large configuration workload, and route configuration needs to be performed for 300 cities in the country based on the routing mode of the called number attribution.
Disclosure of Invention
In order to solve the above problems, the present invention provides a dynamic intelligent routing system and method for outbound line.
A dynamic intelligent routing system of outbound line comprises a routing module, a configuration module, a voice outbound system and an agent module;
the voice outbound system requests a routing module through an interface;
after receiving the request, the routing module judges that the called number attribution obtains the virtual line and the entity line of the called attribution, selects the entity line with the call completing rate larger than the set threshold value, judges whether the current concurrency of the selected entity line exceeds the limit, reselects another entity line with the call completing rate larger than the set threshold value if the current concurrency of the selected entity line exceeds the limit, and directly returns to the currently selected entity line if the current concurrency of the selected entity line does not exceed the limit;
the voice calling system requests the agent module to initiate an outbound through the sip protocol, and the agent module initiates the outbound to the entity line.
Preferably, if there is no data of call completing rate currently or there is no data of call completing rate in city where the called party is located, the routing module randomly selects an entity line from lines in the same city as the called party, then judges whether the selected entity line is over-limit or not, if not, directly returns to the currently selected entity line, and if so, repeats the selection process.
Preferably, if the city where the called party is located does not have a corresponding physical line, the routing module preferably selects the physical line of the province city where the called party is located, selects a physical line with a call completing rate greater than a set threshold value, then judges whether the concurrence of the physical lines exceeds the limit, and repeats the selection process if the concurrence of the physical lines exceeds the limit.
Preferably, if the city where the called party is located does not have a corresponding physical line, and the province city where the called party is located also does not have a corresponding physical line, the routing module selects one physical line with a call completing rate greater than a set threshold value from the physical lines of other cities in the province where the called party is located, then judges whether the concurrence of the physical lines exceeds the limit, and repeats the selection process if the concurrence of the physical lines exceeds the limit.
Preferably, the voice outbound system is further configured to record a virtual line id, an entity line id, a called home location, and information on whether to connect a call after the outbound is ended, and summarize and store a certain line, a called province, and a call completing rate of a called city within 24 hours by a timing program at regular intervals.
A dynamic intelligent routing method of an outbound line based on a call completing rate comprises the following steps:
the voice outbound system requests the routing module through the interface;
after receiving the request, the routing module judges that the called number attribution obtains the virtual line and the entity line of the called attribution, selects the entity line with the call completing rate larger than the set threshold value, judges whether the current concurrency of the selected entity line exceeds the limit, reselects another entity line with the call completing rate larger than the set threshold value if the current concurrency of the selected entity line exceeds the limit, and directly returns to the currently selected entity line if the current concurrency of the selected entity line does not exceed the limit;
the voice calling system requests the agent module to initiate an outbound call through the sip protocol, and the agent module initiates the outbound call to the entity line.
Preferably, if there is no data of call completing rate currently or there is no data of call completing rate in city where the called party is located, the routing module randomly selects an entity line from the lines in the same city as the called party, then judges whether the selected entity line is over-limit or not, if not, directly returns to the currently selected entity line, and if so, repeats the selection process.
Preferably, if the city where the called party is located does not have the corresponding physical line, the routing module preferably selects the physical line of the province city where the called party is located, selects a physical line with a call completing rate greater than a set threshold value, then judges whether the concurrence of the physical lines exceeds the limit, and repeats the selection process if the concurrence of the physical lines exceeds the limit.
Preferably, if the city where the called party is located does not have a corresponding entity line, and the province city where the called party is located also does not have a corresponding entity line, the routing module selects one entity line with the call completing rate larger than a set threshold value from the entity lines of other cities of the province where the called party is located, then judges whether the entity line concurrence exceeds the limit, and repeats the selection process if the entity line concurrence exceeds the limit.
Preferably, the method further comprises the following steps:
after the call-out is finished, recording the virtual line id, the entity line id, the called attribution and the connection information, and summarizing a certain line, the called province and the connection rate of the called city within 24 hours by a timing program at regular intervals and storing.
The invention has the beneficial effects that: after receiving the request, the routing module judges that the called number attribution obtains the line of the virtual line and the called attribution, selects the entity line with the call completing rate larger than the set threshold value, judges whether the current concurrency of the selected entity line exceeds the limit, reselects another entity line with the call completing rate larger than the set threshold value if the current concurrency of the selected entity line exceeds the limit, and directly returns to the currently selected entity line if the current concurrency of the selected entity line does not exceed the limit, so that the configuration workload of the entity line for operation can be greatly reduced.
Drawings
The present invention will be described in further detail with reference to the accompanying drawings and specific embodiments.
Fig. 1 is a schematic structural diagram of a dynamic intelligent routing system for outbound line according to an embodiment of the present invention.
Fig. 2 is a schematic diagram of connection between a virtual line and a physical line in a dynamic intelligent routing system for outbound lines according to an embodiment of the present invention.
Fig. 3 is a flowchart of a dynamic intelligent routing system method for outbound line according to an embodiment of the present invention.
Fig. 4 is a flowchart illustrating step S4 in the outbound route dynamic intelligent routing system method according to the embodiment of the present invention.
Fig. 5 is a flowchart illustrating step S5 in the outbound route dynamic intelligent routing system method according to the embodiment of the present invention.
Fig. 6 is a flowchart illustrating step S6 in the outbound route dynamic intelligent routing system method according to the embodiment of the present invention.
Fig. 7 is a flowchart illustrating step S7 in the outbound route dynamic intelligent routing system method according to the embodiment of the present invention.
Fig. 8 is a flowchart illustrating step S8 in the outbound route dynamic intelligent routing system method according to the embodiment of the present invention.
Fig. 9 is a flowchart illustrating step S9 in the outbound route dynamic intelligent routing system method according to the embodiment of the present invention.
Detailed Description
The technical solutions of the present invention will be further described below with reference to the accompanying drawings, but the present invention is not limited to these embodiments.
The basic idea of the invention is that after receiving the request through the routing module, the routing module judges that the called number attribution obtains the virtual line and the called attribution, selects the entity line with the call completing rate larger than the set threshold, then judges whether the current concurrency of the selected entity line exceeds the limit, if so, reselects another entity line with the call completing rate larger than the set threshold, if not, directly returns the historical data of the currently selected entity line to dynamically distribute the entity line, thereby greatly reducing the configuration workload of the entity line in operation.
Based on the above thought, as shown in fig. 1, the invention provides a dynamic intelligent routing system for outbound line, which comprises a routing module, a configuration module, a voice outbound system and an agent module; the voice outbound system requests a routing module through an interface; after receiving the request, the routing module judges that the called number attribution obtains the virtual line and the entity line of the called attribution, selects the entity line with the call completing rate larger than the set threshold value, judges whether the current concurrency of the selected entity line exceeds the limit, reselects another entity line with the call completing rate larger than the set threshold value if the current concurrency of the selected entity line exceeds the limit, and directly returns to the currently selected entity line if the current concurrency of the selected entity line does not exceed the limit; the voice calling system requests the agent module to initiate an outbound through the sip protocol, and the agent module initiates the outbound to the entity line.
The physical line refers to a communication line actually used for interaction between an IP network and a PSTN network, and comprises a third party line, a network telephone gateway and other equipment. The virtual line combines 1 to a plurality of agent lines, is dynamically distributed according to conditions such as called attribution, customer location, current line load and the like through a routing center, is associated with the customer, and is used for functions such as charging, post-call notification, alarming and the like. The relationship between the virtual wires and the physical wires is shown in fig. 2.
In this embodiment, after receiving the request through the routing module, the routing module determines that the called number is attributed to the virtual line and the called number is attributed to the line, selects an entity line having a call completing rate greater than a set threshold, determines whether current concurrence of the selected entity line exceeds a limit, selects another entity line having a call completing rate greater than the set threshold, and directly returns to the currently selected entity line if the current concurrence of the selected entity line does not exceed the limit. The technical scheme dynamically allocates the entity lines based on the historical data, and can greatly reduce the workload of configuration of the entity lines in operation.
An operator configures an entity line in advance through a configuration center, wherein the entity line comprises account information and attribution information of the entity line, and then configures the relationship between a virtual line and the entity line, and only the virtual line is associated with the entity line without setting city grouping.
In an embodiment, if there is no data of call completing rate currently, or there is no data of call completing rate in city where the called party is located, the routing module randomly selects an entity line from lines in the same city as the called party, then judges whether the selected entity line is over-limit or not, if not, directly returns to the currently selected entity line, and if so, repeats the selection process.
In an embodiment, if the city where the called party is located does not have a corresponding physical line, the routing module preferably selects the physical line of the province city where the called party is located, selects a physical line with a call completing rate greater than a set threshold value, then judges whether the concurrence of the physical lines exceeds the limit, and repeats the selection process if the concurrence of the physical lines exceeds the limit.
In an embodiment, if the city where the called party is located has no corresponding physical line, and the province city where the called party is located also has no corresponding physical line, the routing module selects one physical line with a call completing rate greater than a set threshold value from the physical lines of other cities in the province where the called party is located, then determines whether the concurrence of the physical lines exceeds the limit, and if so, repeats the selection process.
In an embodiment, if the method still has no corresponding physical line, selecting a physical line with a call completing rate greater than a set threshold value from all the physical lines, then judging whether the physical line is simultaneously over-limited, and if so, repeating the selection process.
In one embodiment, if there are lines that satisfy the condition and have not been overrun concurrently, then line information is returned, and if not, then no available lines are returned.
In an embodiment, the voice outbound system is further configured to record information such as a virtual line id, an entity line id, a called home location, whether to connect or not of a call after the outbound is ended, and summarize and store a certain line, a called province, and a call completing rate of a called city within 24 hours at regular intervals (which may be 1 hour, 10 minutes, and the like depending on the timeliness requirement of a service on the call completing rate) by a timing program.
And dynamically allocating the entity lines by storing the communication rate data as historical data.
Based on the above system embodiment, correspondingly, as shown in fig. 3, the present invention further provides a dynamic intelligent routing method for outbound route based on call completing rate, which includes the following steps:
s1: the voice outbound system requests the routing module through the interface;
s2: calling a line of a home location, selecting an entity line with a call completing rate larger than a set threshold, judging whether the current concurrency of the selected entity line exceeds a limit, if so, re-selecting another entity line with the call completing rate larger than the set threshold, and if not, directly returning to the currently selected entity line;
s3: the voice calling system requests the agent module to initiate an outbound call through the sip protocol, and the agent module initiates the outbound call to the entity line.
In this embodiment, after receiving the request through the routing module, the routing module determines that the called number is attributed to the virtual line and the called number is attributed to the line, selects an entity line having a call completing rate greater than a set threshold, determines whether current concurrence of the selected entity line exceeds a limit, selects another entity line having a call completing rate greater than the set threshold, and directly returns to the currently selected entity line if the current concurrence of the selected entity line does not exceed the limit. The technical scheme dynamically allocates the entity lines based on the historical data, and can greatly reduce the workload of configuration of the entity lines in operation.
In one embodiment, as shown in fig. 4, the present invention further comprises the steps of:
s4: if the call completing rate data does not exist currently or the city where the called party is located does not have the call completing rate data, the routing module randomly selects an entity line from the lines of the same city as the called party, then judges whether the concurrence of the selected entity line exceeds the limit or not, if the concurrence of the selected entity line does not exceed the limit, directly returns to the currently selected entity line, and if the concurrence of the selected entity line does not exceed the limit, the selection process is repeated.
In one embodiment, as shown in fig. 5, the present invention further comprises the steps of:
s5: if the city where the called party is located does not have the corresponding entity line, the routing module preferably selects the entity line of the province city where the called party is located, selects one entity line with the call completing rate larger than a set threshold value, judges whether the entity line is over-limited or not simultaneously, and repeats the selection process if the entity line is over-limited.
In one embodiment, as shown in fig. 6, the present invention further comprises the steps of:
s6: if the city where the called party is located does not have the corresponding entity line, and the province city where the called party is located also does not have the corresponding entity line, the routing module selects one entity line with the call completing rate larger than a set threshold value from the entity lines of other cities of the province where the called party is located, then judges whether the entity line concurrence exceeds the limit, and if the entity line concurrence exceeds the limit, the selection process is repeated.
In one embodiment, as shown in fig. 7, the present invention further comprises the steps of:
s7: if the method still has no corresponding physical line, selecting the physical line with the call completing rate larger than the set threshold value from all the physical lines, then judging whether the concurrence of the physical lines exceeds the limit, and if so, repeating the selection process.
In one embodiment, as shown in fig. 8, the present invention further comprises the steps of:
s8: if the line which meets the condition and is not over-limited in concurrency exists, the line information is returned, and if the line which does not meet the condition does not exceed the concurrency, the line information is returned.
In one embodiment, as shown in fig. 9, the present invention further comprises the steps of:
s9: after the call-out is finished, recording information of a virtual line id, an entity line id, a called attribution, whether to be connected and the like of the call, and summarizing the connection rate of a certain line, the called province and the called city within 24 hours at regular intervals (which can be 1 hour, 10 minutes and the like depending on the timeliness requirement of the service on the connection rate) by a timing program and storing.
And dynamically allocating the entity lines by storing the communication rate data as historical data.
Various modifications or additions may be made to the described embodiments or alternatives may be employed by those skilled in the art without departing from the spirit or ambit of the invention as defined in the appended claims.
Claims (10)
1. A dynamic intelligent routing system of an outbound line is characterized by comprising a routing module, a configuration module, a voice outbound system and an agent module;
the voice outbound system requests a routing module through an interface;
after receiving the request, the routing module judges that the called number attribution obtains the virtual line and the entity line of the called attribution, selects the entity line with the call completing rate larger than the set threshold value, judges whether the current concurrency of the selected entity line exceeds the limit, reselects another entity line with the call completing rate larger than the set threshold value if the current concurrency of the selected entity line exceeds the limit, and directly returns to the currently selected entity line if the current concurrency of the selected entity line does not exceed the limit;
the voice calling system requests the agent module to initiate an outbound through the sip protocol, and the agent module initiates the outbound to the entity line.
2. The dynamic intelligent routing system of the outbound route according to claim 1, wherein if there is no data of call completing rate currently or there is no data of call completing rate in city where the called party is located, the routing module randomly selects an entity route from the routes in the same city as the called party, then determines whether the selected entity route is over-limit concurrently, if not, returns directly to the currently selected entity route, and if so, repeats the selection process.
3. The dynamic intelligent routing system of the outbound route according to claim 1, wherein if the city where the called party is located does not have a corresponding physical route, the routing module prefers the physical route of the province city where the called party is located, selects a physical route having a call completing rate greater than a set threshold value, then determines whether the concurrence of the physical routes is over-limit, and repeats the selection process if the concurrence of the physical routes is over-limit.
4. The dynamic intelligent routing system of the outbound route of claim 1, wherein if there is no corresponding physical route in the city where the called party is located and there is no corresponding physical route in the province city where the called party is located, the routing module selects one physical route with a call completing rate greater than a set threshold value from the other city physical routes in the province where the called party is located, then determines whether the physical route is over-limit, and if so, repeats the selection process.
5. The dynamic intelligent routing system of the outbound route according to claim 1, wherein the voice outbound system is further configured to record the virtual line id, the physical line id, the called home location, and the connection information of the call after the outbound is ended, and to summarize and store the connection rate of a certain route, the called province, and the called city within 24 hours by a timing program at regular intervals.
6. A dynamic intelligent routing method of an outbound line based on a call completing rate is characterized by comprising the following steps:
the voice outbound system requests the routing module through the interface;
after receiving the request, the routing module judges that the called number attribution obtains the line of the virtual line and the called attribution, selects the entity line with the call completing rate larger than the set threshold value, judges whether the current concurrency of the selected entity line exceeds the limit, reselects another entity line with the call completing rate larger than the set threshold value if the current concurrency of the selected entity line exceeds the limit, and directly returns to the currently selected entity line if the current concurrency of the selected entity line does not exceed the limit;
the voice calling system requests the agent module to initiate an outbound call through the sip protocol, and the agent module initiates the outbound call to the entity line.
7. The dynamic intelligent routing method of the outbound route based on the call completing rate as claimed in claim 6, wherein if there is no call completing rate data currently or there is no call completing rate data in the city where the called party is located, the routing module randomly selects an entity route from the routes in the same city as the called party, then determines whether the selected entity route is over-limit or not, if not, directly returns to the currently selected entity route, and if so, repeats the selection process.
8. The dynamic intelligent routing method of the outbound route based on the call completing rate as claimed in claim 6, wherein if the city where the called party is located has no corresponding physical route, the routing module prefers the physical route of the province city where the called party is located, selects one physical route from the physical routes with the call completing rate greater than the set threshold, then determines whether the concurrence of the physical routes is over-limit, if so, repeats the selection process.
9. The dynamic intelligent routing method of the outbound route based on the call completing rate as claimed in claim 6, wherein if there is no corresponding entity route in the city where the called party is located and there is no corresponding entity route in the province city where the called party is located, the routing module selects an entity route with a call completing rate greater than a set threshold value from the entity routes of other cities in the province where the called party is located, then determines whether the concurrence of the entity routes is over-limit, if so, repeats the selection process.
10. The dynamic intelligent routing method for outbound line based on call completing rate according to claim 6, further comprising:
after the call-out is finished, recording the virtual line id, the entity line id, the called attribution and the connection information, and summarizing a certain line, the called province and the connection rate of the called city within 24 hours by a timing program at regular intervals and storing.
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| CN113489845A (en) * | 2021-08-10 | 2021-10-08 | 浙江百应科技有限公司 | Intelligent outbound method, device, electronic equipment and storage medium thereof |
| CN113676403A (en) * | 2021-10-22 | 2021-11-19 | 四川新网银行股份有限公司 | Relay line fault transfer method based on dynamic detection |
| CN114040050A (en) * | 2021-12-09 | 2022-02-11 | 浙江百应科技有限公司 | Outbound line routing method and device based on outbound number attribution |
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| CN113163463B (en) | 2023-03-24 |
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Denomination of invention: A Dynamic Intelligent Routing System and Method for Outgoing Call Lines Effective date of registration: 20231007 Granted publication date: 20230324 Pledgee: Guotou Taikang Trust Co.,Ltd. Pledgor: ZHEJIANG BYAI TECHNOLOGY Co.,Ltd. Registration number: Y2023980059654 |
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