CN115277956A - Telephone traffic processing method, device, computer equipment and telephone traffic processing system - Google Patents
Telephone traffic processing method, device, computer equipment and telephone traffic processing system Download PDFInfo
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- H—ELECTRICITY
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- 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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
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Abstract
The invention provides a telephone traffic processing method, a telephone traffic processing device, computer equipment and a telephone traffic processing system, wherein the method is applied to a first telephone traffic processing center and comprises the following steps: receiving a first telephone traffic in a first region range corresponding to a first telephone traffic processing center; detecting whether the total amount of the first telephone traffic in the current time interval exceeds an acceptance peak value of a first telephone traffic processing center; when the total amount is determined to exceed the acceptance peak value, selecting a first number of first telephone traffic in the first telephone traffic; wherein the first quantity of first traffic is from a first subdomain range in the first territorial range; switching the first telephone traffic of the first quantity to a second telephone traffic processing center, so that the first telephone traffic of the first quantity is accepted by the second telephone traffic processing center; and the second traffic processing center receives second traffic from a second regional range. The method can ensure that the on-site telephone traffic answering rate and order are always kept at a high level, and remarkably improves the user experience and the seat working state.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a telephone traffic processing method, an apparatus, a computer device, and a telephone traffic processing system.
Background
With the development of the calling industry, users in all industries can feel good experience brought by the calling center, and the calling center becomes a core department for all large companies to obtain the folk opinions and serve the users. With the occurrence of various emergencies, various major companies make various emergency measures and emergency means from the perspective of business operation in order to ensure the service quality, so as to ensure the normal development of business and ensure the high-quality service experience when special environments and special events occur.
In order to improve the stability of telephone service business, improve the robustness of an information system and ensure that the information system can provide continuous and stable output in various environments, each company establishes a remote disaster recovery customer service center, and the remote disaster recovery customer service center provides uniform system service capability for nationwide users. In order to fully exert the computing power of the remote disaster recovery system and fully utilize the remote disaster recovery system to serve users nationwide, in general, each large company uniformly distributes services to different remote disaster recovery customer service centers. This mode faces the problem that several provincial traffic surges may occur, resulting in a surge of traffic in one of the call centers. When the answering capacity of field customer service personnel is lower than the field telephone traffic, the answering rate is reduced, and in extreme cases, customer complaints can even be caused.
Traffic rush hours are generally related to weather, natural disasters, local policy and regulations, traffic changes, and the like. In general, in a traffic peak period, on-site scheduling can be predicted in advance and intervened through traffic prediction, but sometimes unpredictable situations occur, the unpredictable traffic peak puts higher requirements on system environment and on-site emergency, and rapid disposal and response are urgently needed.
Disclosure of Invention
In view of this, embodiments of the present invention are directed to providing a method for processing a telephone traffic that can quickly meet an emergency during a peak period of the telephone traffic, where the method has strong operability, requires no intervention of other systems, is low in cost, and can ensure that a field telephone traffic answering rate is always maintained at a high level.
The first aspect of the present invention provides a traffic processing method, which is applied to a first traffic processing center, wherein the method includes: receiving a first telephone traffic in a first region range corresponding to the first telephone traffic processing center; detecting whether the total amount of the first telephone traffic in the current time period exceeds an acceptance peak value of the first telephone traffic processing center; when the total amount is determined to exceed the acceptance peak value, selecting a first number of first telephone traffics in the first telephone traffics; wherein the first quantity of first traffic is from a first subdomain range in the first geographic range; switching the first number of first telephone traffic to a second telephone traffic processing center, so that the first number of first telephone traffic is accepted by the second telephone traffic processing center; wherein the second traffic processing center receives second traffic from a second geographic area.
In one embodiment, said selecting a first number of said first traffic comprises: determining a sub-domain range in which the proportion of the telephone traffic component in the first region range to the total amount of the second telephone traffic in the current time interval is smaller than a threshold value as the first sub-domain range; selecting the first number of first traffic from within the first sub-domain.
In one embodiment, before the receiving the first traffic from the first traffic processing center in the first geographical area, the traffic processing method further includes: configuring receiving equipment information of the first telephone traffic processing center; wherein the receiving device information includes voice gateway information or border session controller information.
In one embodiment, the method further comprises: receiving a second amount of second traffic switched by the second traffic processing center; and the second quantity of second traffic comes from a second sub-domain range in the second domain range, and the proportion of traffic components from the second sub-domain range to the total quantity of the first traffic in the current time period is less than a threshold value.
In one embodiment, before said accepting a second number of second transactions switched by said second transaction processing center, said method further comprises: adding interactive voice response configuration information of a production platform of the second telephone traffic processing center in the interactive voice response configuration information of the emergency platform of the first telephone traffic processing center; and making the interactive voice response configuration information of the emergency platform of the first telephone traffic processing center and the production platform of the first telephone traffic processing center be the same version.
In one embodiment, the method further comprises: reconfiguring receiving device information corresponding to the emergency platform of the first traffic processing center so that the second number of second traffic received by the production platform of the second traffic processing center is directed to the emergency platform of the first traffic processing center.
In one embodiment, said accepting a second number of second transactions switched by said second transaction processing center comprises: the second quantity of second traffic is accepted through a combination of a software phone and a hardware phone.
The second aspect of the present invention provides a traffic processing apparatus, which is applied to a first traffic processing center, wherein the apparatus includes: the telephone traffic receiving module is used for receiving a first telephone traffic in a first region range corresponding to the first telephone traffic processing center; the real-time detection module is used for detecting whether the total amount of the first telephone traffic exceeds the acceptance peak value of the first telephone traffic processing center in the current time period; the area selection module is used for selecting a first number of first telephone traffics in the first telephone traffics when the total amount is determined to exceed the acceptance peak value; wherein the first quantity of first traffic is from a first subdomain range in the first geographic range; a telephone traffic switching module, configured to switch the first quantity of first telephone traffic to a second telephone traffic processing center, so that the first quantity of first telephone traffic is accepted by the second telephone traffic processing center; and the second traffic processing center receives second traffic from a second regional range.
A third aspect of the present invention provides a computer apparatus comprising: a processor; a memory including computer instructions stored thereon that, when executed by the processor, cause the processor to perform any of the traffic processing methods described above.
A fourth aspect of the present invention provides a traffic processing system, including: at least two traffic processing centers; wherein any of the at least two traffic processing centers is configured to perform any of the traffic processing methods described above.
The telephone traffic processing method, the device and the system provided by the embodiment of the invention can ensure that the on-site telephone traffic answering rate and the answering order are always kept at a high level, the response is rapid, and the user experience and the seat working state are obviously improved.
Drawings
Fig. 1 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention.
Fig. 2 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention.
Fig. 3 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention.
Fig. 4 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention.
Fig. 5 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention.
Fig. 6 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention.
Fig. 7 is a schematic structural diagram of a functional device applied to a first traffic processing center according to an embodiment of the present invention.
Fig. 8 is a schematic structural diagram of a computer device according to an embodiment 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. All other embodiments, which can be obtained by a person skilled in the art without making any creative effort based on the embodiments in the present invention, belong to the protection scope of the present invention.
The technical scheme provided by the invention is built in a telephone traffic processing system comprising at least two telephone traffic processing centers and a terminal communicated with the telephone traffic processing centers, wherein the terminal comprises a telephone, an IP telephone or other terminal equipment capable of communicating with the telephone traffic processing centers; the embodiment of the invention takes two telephone traffic processing centers as an example for explanation, the functions of the telephone traffic processing centers are consistent, each telephone traffic processing center comprises a production platform for local call service and an emergency platform for remote call service, a local disaster recovery mode is formed, the former is in an application state and the latter is in a cold standby state under normal conditions.
Although the following embodiments relate to only two traffic processing centers, the embodiments may be extended to more than two traffic processing centers. The construction of the traffic processing center mainly comprises three parts: telephone traffic access unit, telephone traffic processing unit, telephone traffic accepting unit, recording unit and report unit.
In view of the above, the telephone traffic processing system provided in the embodiment of the present invention may form a two-place-four-platform architecture, and generally allocate the telephone traffic of each administrative division to the corresponding telephone traffic processing center according to the regional characteristics, for example, one center corresponds to the province of the south area of the Yangtze river, and the other center corresponds to the province of the north area of the Yangtze river. The traffic volume of a certain center is greatly increased when the region is divided according to the regional property, such as a certain region encounters severe weather. If the duration of severe weather is short, orderly telephone traffic answering can be realized by starting various emergency plans in a short period. The common emergency plan starts different levels of emergency plans according to the emergency situation of the site, the emergency plan is preferentially selected for emergency of the seats in the center under the general situation, and the common solution is to adjust the return visit seat into a telephone acceptance seat and adjust the site manager into a telephone acceptance seat. However, when severe weather lasts for a long time, the mental state of the seat is very poor due to long-term emergency of the relevant personnel, and in order to thoroughly solve the failure of the traffic response mechanism in such emergency scenarios, the traffic processing method according to the embodiment of the present invention is described in detail below with reference to fig. 1 to 6.
Fig. 1 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention. The traffic processing method provided by the embodiment of the present invention can be applied to each traffic processing center in the above traffic processing system, and the first traffic processing center is taken as an implementation main body, as shown in fig. 1, the traffic processing method includes the following steps.
Step S200, receiving a first telephone traffic from a first region range corresponding to a first telephone traffic processing center.
The first region is, for example, the region south of the Yangtze river, and the first traffic processing center corresponds to the "south hub" of the national traffic processing system.
Step S400, whether the total amount of the first telephone traffic in the current time interval exceeds the acceptance peak value of the first telephone traffic processing center is detected.
Step S600, when it is determined that the total amount exceeds the acceptance peak, a first number of first telephone traffic in the first telephone traffic is selected.
Wherein the first quantity of first traffic is from a first sub-domain range in the first territorial range.
Step S800, the first number of first telephone traffic is switched to the second traffic processing center, so that the first number of first telephone traffic is accepted by the second traffic processing center.
And the second traffic processing center receives second traffic from a second region range. The second geographical area is, for example, the area north of the Yangtze river, and the second traffic processing center corresponds to the "north branch center" of the national traffic processing system.
The telephone traffic processing method provided by the embodiment of the invention can ensure that the on-site telephone traffic answering rate and answering order are always kept at a high level, response is rapid, and user experience and the seat working state are obviously improved.
Fig. 2 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention. The embodiment shown in fig. 2 is extended based on the embodiment shown in fig. 1, and the differences between the embodiment shown in fig. 2 and the embodiment shown in fig. 1 will be emphasized below, and the descriptions of the same parts will not be repeated.
As shown in fig. 2, in the embodiment of the present invention, before receiving the first traffic from the first traffic processing center within the first geographic area, the traffic processing method further includes the following steps.
Step S100, configuring the receiving equipment information of the first telephone traffic processing center.
The receiving device information includes voice gateway information or border session controller information, and may specifically include session, trunk, configuration routing information, routing policy information, and the like.
The telephone traffic access unit mainly realizes that the telephone of the operator is accessed to the first telephone traffic processing center through specific equipment. A specific device mainly comprises a voice gateway or a border session controller, and different devices mainly differ in brand, model and performance. The voice gateway is accessed to the relay of the E1 signaling, a proper voice gateway is selected according to the concurrency and the safety protection requirements of the first telephone traffic processing center, a corresponding routing strategy is configured on the corresponding voice gateway, and the corresponding telephone traffic is forwarded to a corresponding telephone traffic platform; the border session controller accesses the relaying of SIP signaling, focusing on the corresponding security precautions that can be provided.
The traffic processing unit mainly comprises services such as SIPServer, tserver, RM, MCP, IVR (Interactive Voice response), URS and the like. The SIPServer is responsible for interacting with other services, extracts information such as a calling number and a calling area from telephone traffic sent by an operator to a first telephone traffic processing center, transmits the information to the URS, carries out comprehensive judgment by the URS according to the information such as the area information of a user calling number, the service appeal of the user calling number, the seat skill level and the like, sends next hop information to the SIPServer, transmits the next hop information to the SIPServer according to an instruction, transmits the next hop information to the TServer service if manual switching is needed, and transmits the next hop information to the RM service if manual service is needed. The RM is responsible for transmitting the telephone traffic to the MCP, the MCP calls different IVR flows according to different service types, and the IVR flows display appropriate service flows to meet the service requirements of users.
Fig. 3 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention. The embodiment shown in fig. 3 is extended from the embodiment shown in fig. 1, and the differences between the embodiment shown in fig. 3 and the embodiment shown in fig. 1 will be mainly described below, and the same parts will not be described again.
As shown in fig. 3, in an embodiment of the present invention, selecting a first number of first traffic in the first traffic includes the following steps.
Step S620, determining a sub-domain range in which a ratio of the traffic component in the first region range to the total amount of the second traffic in the current time period is smaller than a threshold as a first sub-domain range.
Assuming that the total traffic amount of the second traffic processing center in the current time period is N and the threshold is 10%, the traffic component in the sub-domain a from south of the Yangtze river (the first total traffic amount has exceeded the acceptance peak value) is 0.08N, and the traffic component in the sub-domain B from south of the Yangtze river is 0.25N, the first traffic processing center determines that the sub-domain a is the first sub-domain range thereof, and the sub-domain B cannot be the first sub-domain range. Finally, the second traffic processing center receives 0.08N first traffic switched by the first traffic processing center.
In step S640, a first number of first traffic from within the first sub-domain is selected.
In the above, 0.08N first traffic in the sub-domain a from south of the Yangtze river is selected.
It should be noted that, in other embodiments, the first sub-domain range may also be any sub-domain range in which traffic is active in the current time period in the first region range, and the determination in step S620 is not required.
Fig. 4 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention. The embodiment shown in fig. 4 is extended on the basis of the above-mentioned embodiment, and the differences between the embodiment shown in fig. 4 and the above-mentioned embodiment will be emphasized below, and the descriptions of the same parts will not be repeated.
As shown in fig. 4, in the embodiment of the present invention, the traffic processing method further includes the following steps.
In step S1200, a second number of second traffic switched by the second traffic processing center is received.
And the second quantity of second calls come from a second subzone range in the second region range, and the proportion of the traffic components from the second subzone range to the total quantity of the first calls in the current time period is less than a threshold value.
Assuming that the total traffic amount of the first traffic processing center in the current time period is M and the threshold value is 10%, the traffic component in the sub-domain range C from north of the Yangtze river (the second traffic amount exceeds the acceptance peak value) is 0.05M, and the traffic component in the sub-domain range D from north of the Yangtze river is 0.02M, the second traffic processing center determines the sub-domain range C and the sub-domain range D as the second sub-domain range, and the first traffic processing center receives a total of 0.07M second traffic switched by the second traffic processing center.
The traffic receiving unit mainly includes a software phone, a hardware phone, a service support system, and the like. The seat realizes telephone service acceptance through a software telephone or a hardware telephone and realizes work order dispatching through a service support system. The combination of the software telephone and the hardware telephone can improve the telephone traffic quality, and because the network quality of each telephone traffic processing center is different, the combination of the software telephone and the hardware telephone can avoid the influence of the instability of the network on the telephone traffic quality.
The seat computer environment is also very different, the computer is jammed under the condition of insufficient computer resources, and in order to avoid the influence of the computer terminal on telephone traffic handling, the first and second telephone traffic processing centers generally adopt a mode of combining software telephones and hardware telephones; under special conditions, such as a remote seat or a home seat, service acceptance can be realized through a software telephone, so that resource application is more reasonable and standard.
Fig. 5 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention. The embodiment shown in fig. 5 is extended based on the embodiment shown in fig. 4, and the differences between the embodiment shown in fig. 5 and the embodiment shown in fig. 4 will be emphasized below, and the descriptions of the same parts will not be repeated.
As shown in fig. 5, in the embodiment of the present invention, before a second number of second traffic switched by the second traffic processing center is accepted, the traffic processing method further includes the following steps.
Step S1120, add the IVR configuration information of the production platform of the second traffic processing center to the IVR configuration information of the emergency platform of the first traffic processing center.
Step S1140, the IVR configuration information of the emergency platform of the first telephone traffic processing center and the production platform of the first telephone traffic processing center are made to be the same version.
The purpose is to check whether the relevant information is added correctly, excluding the possibility that the added IVR version is higher than the local production environment.
Fig. 6 is a flowchart illustrating a traffic processing method according to an embodiment of the present invention. The embodiment shown in fig. 6 is extended from the embodiment shown in fig. 5, and the differences between the embodiment shown in fig. 6 and the embodiment shown in fig. 5 will be mainly described below, and the description of the same parts will not be repeated.
As shown in fig. 6, in the embodiment of the present invention, the traffic processing method further includes the following steps.
Step S1160, reconfiguring receiving device information corresponding to the emergency platform of the first traffic processing center so that a second number of second traffic received by the production platform of the second traffic processing center is directed to the emergency platform of the first traffic processing center.
In the above, the second traffic processing center provides an emergency account list that needs to increase the traffic answering authority of the first traffic processing center: the system comprises a first telephone traffic processing center, a second telephone traffic processing center account number, a C sub-domain range ID, a D sub-domain range ID and the second telephone traffic processing center account number, wherein the second telephone traffic processing center account number is used for dispatching work orders under the first telephone traffic processing center. The first telephone traffic processing center adds telephone traffic listening authority to the C sub-domain range and the D sub-domain range according to the account list, logs in an account of the second telephone traffic processing center to dispatch a work order, and modifies the equipment configuration information received by the emergency platform; the second telephone traffic processing center backs up and modifies the configuration information of the receiving equipment of the production platform, and a total of 0.07M second telephone traffic from the C and D subdomain ranges is directed to the emergency platform of the first telephone traffic processing center. And finally, testing the answering condition of the telephone traffic in the sub-domain ranges of C and D in the first telephone traffic processing center, testing whether monitoring, recording and the like are normal or not, and if so, finishing the switching.
Among all units of the telephone traffic processing center, the telephone traffic processing unit is the core content and is the link occupying most resources and services. The telephone traffic processing unit is divided into four layers including a configuration layer, a management layer, a media layer and a service layer, so that system operation management personnel can easily carry out hierarchical management, and meanwhile, third-party products or secondary development can be clearly classified.
The configuration layer mainly comprises a configuration management server, a configuration management tool and a configuration database. The configuration management tool provides a foreground interface for modifying various configuration information, and a user can log in the configuration management tool to modify the configuration information under any environment. The configuration management server is used for logically modifying the configuration information and realizing the logical consistency of the configuration data through a series of judgment measures. The configuration database is used for storing final configuration information.
The management layer is mainly used for monitoring the core service of the whole telephone traffic processing center and mainly comprises a management control server, a management control tool and a local control service. The management control server is in charge of all management layer modules, logic consistency is realized on the whole, and operations of different users in different places can be correctly reflected on each service. The management control tool provides an operation interface of a foreground, the control and management of the service are simple and quick through the operation of a visual interface, and the complexity of command operation is avoided. The local control service is used for monitoring the running state of the local core service, monitoring the error reporting information of the service in real time, and carrying out the switching of the main service and the standby service when the service error reporting is found so as to ensure that the system runs stably and the service is not influenced.
The media layer comprises a core module T-Server, and the types of the T-Server comprise a T-Server responsible for connecting the PBX, an MS-Tserver responsible for connecting the Internet equipment and an SMCP T-Server responsible for connecting the software PBX.
The service layer comprises the following functional modules: statistics services, database services, and application program interfaces. The statistical service is specially used for collecting the T-Server information of the media layer in real time and carrying out statistical operation to provide real-time statistical data of each relevant module, for example, the intelligent routing module can know the busy condition and degree of the seat personnel according to the statistical information of the statistical Server to be used as the basis for call distribution. The statistics service generates all real-time statistics for all application applications. In addition, the real-time report used by the manager obtains complete real-time statistical information by connecting the statistical server. The database service is used for providing an interface for each application program module to access the database system, and the design has the advantages that the application programs cannot be changed due to different databases adopted by the back end, and the consistency of the overall system management is maintained. Database services currently support large mainstream database systems.
The above describes the embodiment of the method of the present invention in detail with reference to fig. 1 to 6, and the following describes the embodiment of the traffic processing device of the present invention in detail with reference to fig. 7. It is to be understood that the description of the method embodiments corresponds to the description of the apparatus embodiments, and therefore reference may be made to the preceding method embodiments for parts not described in detail.
Fig. 7 is a schematic structural diagram of a functional device applied to a first traffic processing center according to an embodiment of the present invention. As shown in fig. 7, a traffic processing apparatus provided in an embodiment of the present invention includes:
a traffic receiving module 10, configured to receive a first traffic from a first geographic area corresponding to a first traffic processing center;
the real-time detection module 20 is configured to detect whether the total amount of the first telephone traffic exceeds an acceptance peak value of the first telephone traffic processing center in the current time period;
the region selection module 30 is configured to select a first number of first telephone traffic in the first telephone traffic when it is determined that the total amount exceeds the acceptance peak value; wherein the first quantity of first traffic is from a first subdomain range in the first territorial range;
a traffic switching module 40, configured to switch a first number of first traffic to a second traffic processing center, so that the first number of first traffic is accepted by the second traffic processing center; and the second traffic processing center receives second traffic from a second region range.
The telephone traffic processing device provided by the embodiment of the invention is applied to a telephone traffic processing center, can ensure that the on-site telephone traffic answering rate and answering order are always kept at a high level, has quick response, and obviously improves the user experience and the seat working state.
Fig. 8 is a schematic structural diagram of a computer device according to an embodiment of the present invention. As shown in fig. 8, the computer apparatus includes: a processor 1110; memory 1120, memory 1120 includes computer instructions stored thereon, which when executed by processor 1110, cause processor 1110 to perform a traffic processing method as provided by any of the embodiments described above.
The block diagrams of apparatus, devices, and systems involved in the present invention are meant as illustrative examples only and are not intended to require or imply that the apparatus, devices, and systems must be connected, arranged, or configured in the manner shown in the block diagrams. Those skilled in the art will appreciate that the devices, apparatus, systems, etc. may be connected, arranged, or configured in any manner. Words such as "comprising," "including," "having," and the like are open-ended words to "including, but not limited to," and may be used interchangeably therewith unless the context clearly dictates otherwise. The word "such as" is used herein to mean, and is used interchangeably with, the phrase "such as but not limited to".
It should also be noted that in the apparatus, devices and methods of the present invention, the modules or steps may be decomposed and/or recombined. These decompositions and/or recombinations are to be regarded as equivalents of the present invention.
The previous description of the disclosed aspects is provided to enable any person skilled in the art to make or use the present invention. Various modifications to these aspects will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other aspects without departing from the scope of the invention. Thus, the present invention is not intended to be limited to the aspects shown above but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
The foregoing description is provided to illustrate and describe aspects of the present invention. Furthermore, the description is not intended to limit embodiments of the invention to the form disclosed above. While a number of exemplary aspects and embodiments have been discussed above, other variations, modifications, changes, additions, and sub-combinations will readily occur to those skilled in the art based upon the foregoing.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents and the like that are within the spirit and principle of the present invention are included in the present invention.
Claims (10)
1. A traffic processing method is applied to a first traffic processing center, and is characterized in that the traffic processing method comprises the following steps:
receiving a first telephone traffic in a first region range corresponding to the first telephone traffic processing center;
detecting whether the total amount of the first telephone traffic in the current time interval exceeds the acceptance peak value of the first telephone traffic processing center;
when the total amount is determined to exceed the acceptance peak value, selecting a first number of first telephone traffics in the first telephone traffics; wherein the first quantity of first traffic is from a first subdomain range in the first geographic range;
switching the first number of first telephone traffic to a second telephone traffic processing center, so that the first number of first telephone traffic is accepted by the second telephone traffic processing center; wherein the second traffic processing center receives second traffic from a second geographic area.
2. The method of claim 1, wherein said selecting a first number of said first traffic comprises:
determining a sub-domain range in which the proportion of the telephone traffic component in the first region range to the total amount of the second telephone traffic in the current time interval is smaller than a threshold value as the first sub-domain range;
the first quantity of first traffic from within the first subzone is selected.
3. The method of claim 1, wherein before the receiving the first traffic from the first traffic processing center in the first geographical area, the traffic processing method further comprises:
configuring receiving equipment information of the first telephone traffic processing center; wherein the receiving device information includes voice gateway information or border session controller information.
4. The method according to any one of claims 1-3, further comprising:
receiving a second amount of second traffic switched by the second traffic processing center; and the second quantity of second traffic comes from a second sub-domain range in the second domain range, and the proportion of traffic components from the second sub-domain range to the total quantity of the first traffic in the current time period is smaller than a threshold value.
5. The method of claim 4, wherein prior to said accepting a second number of second traffic switched by the second traffic processing center, the traffic processing method further comprises:
adding interactive voice response configuration information of a production platform of the second telephone traffic processing center in the interactive voice response configuration information of the emergency platform of the first telephone traffic processing center;
and making the interactive voice response configuration information of the emergency platform of the first telephone traffic processing center and the production platform of the first telephone traffic processing center be the same version.
6. The method of claim 5, further comprising:
reconfiguring receiving device information corresponding to the emergency platform of the first traffic processing center so that the second number of second traffic received by the production platform of the second traffic processing center is directed to the emergency platform of the first traffic processing center.
7. The method of claim 4, wherein the accepting a second number of second traffic switched by the second traffic handling center comprises:
the second quantity of second traffic is accepted through a combination of a software phone and a hardware phone.
8. A traffic processing apparatus applied to a first traffic processing center, the traffic processing apparatus comprising:
the telephone traffic receiving module is used for receiving a first telephone traffic in a first region range corresponding to the first telephone traffic processing center;
the real-time detection module is used for detecting whether the total amount of the first telephone traffic exceeds the acceptance peak value of the first telephone traffic processing center in the current time period;
the area selection module is used for selecting a first number of first telephone traffics in the first telephone traffics when the total amount is determined to exceed the acceptance peak value; wherein the first quantity of first traffic is from a first subdomain range in the first geographic range;
a telephone traffic switching module, configured to switch the first quantity of first telephone traffic to a second telephone traffic processing center, so that the first quantity of first telephone traffic is accepted by the second telephone traffic processing center; wherein the second traffic processing center receives second traffic from a second geographic area.
9. A computer device, comprising:
a processor;
a memory including computer instructions stored thereon that, when executed by the processor, cause the processor to perform the method of any of claims 1-7.
10. A traffic processing system, comprising: at least two traffic processing centers; wherein any of the at least two traffic processing centers are configured to perform the method of any of claims 1-7.
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