CN115665238A - Method and system for processing data publishing and subscribing of call center - Google Patents
Method and system for processing data publishing and subscribing of call center Download PDFInfo
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- CN115665238A CN115665238A CN202211148609.4A CN202211148609A CN115665238A CN 115665238 A CN115665238 A CN 115665238A CN 202211148609 A CN202211148609 A CN 202211148609A CN 115665238 A CN115665238 A CN 115665238A
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Abstract
The application provides a method and a system for processing data publishing and subscribing of a call center, wherein the method comprises the following steps: step 1: starting a program of a call center, and subscribing to event data from a subscription port of the call center; step 2: starting a subscription program, and writing corresponding event data into a target message queue based on first configuration of the event data and second configuration of the subscription program; and step 3: starting an event processing program, subscribing the published data based on the event priority of the event data written in the target message queue, preprocessing the subscribed published data, and determining a publishing channel corresponding to each published data; and 4, step 4: starting a publishing program, and calling target interfaces matched with different publishing channels to push the publishing data. The effective transmission of subscription data can be realized, and the timeliness of subscription requirements is met.
Description
Technical Field
The invention relates to a method and a system for processing data publishing and subscribing of a call center, belonging to the technical field of call center communication.
Background
The call center is a system for providing voice service for users and queuing and distributing calls to seat personnel according to a certain rule. And the call center is an operation place which can automatically and flexibly process a large number of different telephone incoming and outgoing call services and services by fully utilizing modern communication and computer technologies, such as an IVR (interactive voice response system), an AD (automatic call distribution system) and the like.
In the process of calling or calling a customer, a large amount of event data can be generated, subscription is generally performed by adopting the sequence of time generated by the events, but in the process, time conflict inevitably exists, and by adopting the mode, the timeliness of subscription requirements can obviously not be met.
Therefore, the invention provides a method and a system for processing data subscription of a call center.
Disclosure of Invention
In view of the above-mentioned deficiencies of the prior art, an object of the present invention is to provide a method and a system for processing publish-subscribe data in a call center, which determine a write-in situation by configuring event data and a program, and subscribe to the published data according to a priority, so as to effectively ensure ordered subscription of the event data and meet the timeliness of subscription requirements, and configure different transmission channels to different published data in the following, so as to effectively transmit the subscribed data, thereby further meeting the timeliness of subscription requirements.
According to an embodiment of the present invention, there is provided a first aspect of: a method for processing data publish-subscribe in a call center comprises the following steps:
step 1: starting a program of a call center, and subscribing to event data from a subscription port of the call center;
and 2, step: starting a subscription program, and writing corresponding event data into a target message queue based on first configuration of the event data and second configuration of the subscription program;
and 3, step 3: starting an event processing program, subscribing the published data based on the event priority of the event data written in the target message queue, preprocessing the subscribed published data, and determining a publishing channel corresponding to each published data;
and 4, step 4: starting a publishing program, and calling target interfaces matched with different publishing channels to push the publishing data.
Further, as a more preferred embodiment of the present invention, the method for initiating a program of a call center and subscribing to event data from a subscription port of the call center includes:
starting a program of a call center, and monitoring a calling party existing at present to determine the calling content of the calling party;
according to the content type of the call content, obtaining a corresponding subscription port from a type-port database in a matching way;
and analyzing the content of the call, and subscribing to event data consistent with the content analysis result from the subscription port.
Further, as a more preferred embodiment of the present invention, starting a subscription program, and writing corresponding event data into a target message queue based on a first configuration of event data and a second configuration of the subscription program, includes:
acquiring a first configuration file of the event data and a second configuration file of the subscription program based on a log database;
determining an event attribute and a queue to be written based on the first configuration file, and determining a switch write symbol matched with the event attribute according to the second configuration file;
determining whether the queue to be written is consistent with a written symbol of the switch;
if the event data are consistent with the event data, the switch and the queue to be written are subjected to queue binding, and the corresponding event data are written into the queue to be written;
and the queue to be written is a target message queue.
Further, as a more preferred embodiment of the present invention, performing queue binding on the switch and a queue to be written, and writing corresponding event data into the queue to be written includes:
determining a first write address of corresponding event data based on the queue binding result;
acquiring a parallel write address of the queue to be written at the current moment, determining the communication time of a switch corresponding to the same event data and the type grade of the event type of the corresponding event data when the first write address conflicts with the parallel write address, and determining a priority value;
when the first same result exists in the priority values, performing precision plus one processing on the corresponding priority values;
if a second identical result still exists after the precision plus one processing, acquiring a first communication event and a first event type corresponding to each priority value in the second identical result, and simultaneously acquiring a left adjacent communication event and a left adjacent event type and a right adjacent communication event and a right adjacent event type of the priority value adjacent to the second identical result;
carrying out first matching on a first communication event corresponding to the same priority value and a left adjacent communication event, and simultaneously carrying out second matching on a first event type corresponding to the same priority value and the left adjacent event type;
determining a first comprehensive matching value based on the first matching result and the second matching result;
simultaneously, performing third matching on the first communication event corresponding to the same priority value and a right adjacent communication event, and simultaneously performing fourth matching on the first event type corresponding to the same priority value and the right adjacent event type;
determining a second comprehensive matching value based on the third matching result and the fourth matching result;
based on the first comprehensive matching value and the second comprehensive matching value, planning waiting time to the corresponding same priority value;
and based on the planning result, queuing and waiting the event data corresponding to the second identical result to realize data writing.
Further, as a more preferred embodiment of the present invention, the planning of the waiting time to the corresponding same priority value based on the first integrated matching value and the second integrated matching value includes:
acquiring the number of the event data to be analyzed contained in the second identity result, and respectively determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed;
establishing a first address of a left-adjacent communication event and a second address of a right-adjacent communication event;
determining a matching bobbin between the two addresses based on the first address and the second address;
based on the matching value-position database, determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed based on matching point pairs of a matching spool respectively, and determining a first distance between a first point in the matching point pairs and the matching spool and a second distance between a second point in the matching point pairs and the matching spool;
determining a final position point based on the matched spool according to the first distance and the second distance;
wherein z represents a distance value from the initial point of the matching bobbin; l represents the length of the corresponding matching bobbin; k1 represents the corresponding first distance; k2 represents a corresponding second distance; γ 1 represents the sum of L and L obtained based on the ratio database
A consistent distance adjustment value;
and according to the time representation of the matched spool, planning the waiting time to the corresponding final position point.
Further, as a more preferred embodiment of the present invention, an event handler is started, and subscription to published data is performed based on an event priority of event data written in the target message queue, including:
determining the event priority of the event data written in the target message queue;
determining subscription time according to the event priority, and acquiring a time tag;
and performing relation binding on the time tag and the subscribed publishing data.
Further, as a more preferred embodiment of the present invention, the preprocessing the subscribed publishing data and determining the publishing channel corresponding to each publishing data includes:
extracting a subscription identifier and a data identifier in subscribed published data, and establishing an identifier combination;
determining a calling party and a called party which are matched with the subscribed published data;
determining a first telephone attribute of the calling party and a second telephone attribute of the called party, and establishing an attribute combination;
determining a first combination weight for the identified combination:
wherein Y1 represents a first combination weight of the corresponding identification combination; p1 (s 1, s) represents an identifier matching result of the corresponding subscription identifier s1 and the identifier database s; p2 (s 2, s) represents an identifier matching result of the corresponding data identifier s2 and the identifier database s;
representing matching transformation coefficients for the subscription identity;
representing matching transformation coefficients for the data identification; max represents the sign of the maximum function; min represents the sign of the minimum function;
determining a second combination weight for the combination of attributes:
wherein Y2 represents a second combination weight corresponding to the combination of attributes; f1 denotes the calling nature of the calling party; f2 represents the called nature of the called party; e represents the sign of the exponential function; oc 1 represents an attribute value of a first phone attribute of the calling party; oc 2 represents an attribute value of a second phone attribute of the callee;
calculating to obtain a third combination weight based on the first combination weight and the second combination weight;
wherein Y3 represents a corresponding third combination weight; ave (Y1, Y2) represents the average of the sum of Y1 and Y2;
when the third combined weight is greater than the preset weight, if the current calling channel of the calling party and the called party is a first common channel, planning the private security degree according to a first weight difference of the third combined weight preset weight, establishing a first private channel between the calling party and the called party consistent with the private security degree, and publishing the subscribed publishing data to the first private channel;
if the current calling channel of the calling party and the called party is a private channel, then according to the weight difference, the security of the private channel is improved, and the subscribed publishing data is published to the private channel;
and when the third combined weight is not greater than the preset weight, keeping the current calling channel of the calling party and the called party unchanged, and publishing the subscribed publishing data to the current calling channel.
Further, as a more preferred embodiment of the present invention, starting a publishing program, and calling a target interface matched with different publishing channels to push publishing data includes:
searching an interface attribute matched with the channel attribute of the release channel based on a release program;
and establishing communication connection between a target interface consistent with the interface attribute and a demand end, pushing published data based on the target interface, and pushing the published data to the demand end.
Further, as a more preferred embodiment of the present invention, after determining whether the to-be-written queue and the switch write symbol are consistent, the method further includes:
and when the fact that the queue to be written is inconsistent with the switch writing symbol is determined, re-acquiring the candidate switches configured in advance in the subscription program, and writing the event data.
According to an embodiment of the present invention, there is provided the second means: a system for call center data publish-subscribe processing, comprising:
the event subscription module is used for starting a program of the call center and subscribing to event data from a subscription port of the call center;
the configuration writing module is used for starting a subscription program and writing corresponding event data into a target message queue based on first configuration of the event data and second configuration of the subscription program;
a channel determining module, configured to start an event processing program, subscribe to published data based on an event priority of the event data written in by the target message queue, pre-process the subscribed published data, and determine a publishing channel corresponding to each published data;
and the data pushing module is used for starting a publishing program and calling target interfaces matched with different publishing channels to push the publishing data.
Compared with the prior art, the writing-in condition is determined through the configuration of the event data and the program, the published data are subscribed according to the priority, the ordered subscription of the event data can be effectively guaranteed, the timeliness of the subscription requirement is met, different transmission channels are configured for different published data in the follow-up process, the effective transmission of the subscription data can be achieved, and the timeliness of the subscription requirement is further met.
Drawings
FIG. 1 is a flow chart of a method for call center data publish-subscribe processing according to the present invention;
FIG. 2 is a block diagram of a system for a call center data publish-subscribe process according to the present invention;
FIG. 3 is a detailed flowchart of a method for processing data publish/subscribe in a call center according to the present invention;
FIG. 4 is a diagram of a pending write queue according to the present invention;
fig. 5 is a block diagram of a mating bobbin of the present invention.
Detailed Description
In order to make those skilled in the art better understand the technical solutions in the present application, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
It will be understood that when an element is referred to as being "secured to" or "disposed on" another element, it can be directly on the other element or be indirectly disposed on the other element; when an element is referred to as being "connected to" another element, it can be directly connected to the other element or be indirectly connected to the other element.
It will be understood that the terms "length," "width," "upper," "lower," "front," "rear," "left," "right," "vertical," "horizontal," "top," "bottom," "inner," "outer," and the like, refer to an orientation or positional relationship illustrated in the drawings for convenience in describing the present application and to simplify description, and do not indicate or imply that the referenced device or component must have a particular orientation, be constructed and operated in a particular orientation, and thus should not be construed as limiting the present application.
Furthermore, the terms "first", "second" and "first" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include one or more of that feature. In the description of the present application, "plurality" or "a plurality" means two or more unless specifically limited otherwise.
It should be understood that the structures, ratios, sizes, and the like shown in the drawings are only used for matching the disclosure of the specification, so as to be understood and read by those skilled in the art, and are not used to limit the practical limit conditions of the present application, so that the modifications of the structures, the changes of the ratio relationships, or the adjustment of the sizes, do not have the technical essence, and the modifications, the changes of the ratio relationships, or the adjustment of the sizes, are all within the scope of the technical contents disclosed in the present application without affecting the efficacy and the achievable purpose of the present application.
According to an embodiment of the present invention, there is provided the first aspect as: a method for processing data publish-subscribe in a call center, as shown in fig. 1, includes:
step 1: starting a program of a call center, and subscribing to event data from a subscription port of the call center;
step 2: starting a subscription program, and writing corresponding event data into a target message queue based on first configuration of the event data and second configuration of the subscription program;
and step 3: starting an event processing program, subscribing the published data based on the event priority of the event data written in the target message queue, preprocessing the subscribed published data, and determining a publishing channel corresponding to each published data;
and 4, step 4: starting a publishing program, and calling target interfaces matched with different publishing channels to push the publishing data.
It should be noted that the first configuration and the event attribute are related to a queue to be written, and the second configuration and the switch write symbol matched with the event attribute, and may also be related to the relevant information of the user, which may be used as a reference for determining the priority.
Wherein the event data is related to a calling service, such as a market (actively providing a gift, offering a discount on a product service, introducing a product service, pushing a feature of a product service in the month, etc.), a customer service (placing an order for a customer, looking up progress on a good, ordering a good), a sale (gift giving, catalog sale, telephone sale, credit application sale, handling complaints, product technology support, etc.), a potential service (confirming a customer appointment, recommending a potential service, customer tracking, etc.), and the corresponding event attributes are related to categories of the calling service.
For example, after the user 1 calls the user 2 and the user 1 triggers the program of the call center, the subscribed event data is determined, for example, it costs to search for and other subscribed events, and then the subscribed events are written into the queue, and the user 2 processes the events and finally determines the publishing channel to push the events to the user 1.
It should be noted that, since the same address of the same queue at the same time point receives a plurality of event data, a first configuration and a second configuration are required to implement sequencing of the event data, ensure that the event data is ordered, and ensure timeliness of subscription and publication.
It should be noted that fig. 3 is a specific illustration of steps 1 to 4, and the specific embodiment further includes the following steps:
1. initiating a call center program that initiates 6048 a port from which data for the event can be subscribed;
2. an account is needed for subscribing an event, wherein the account is in the configuration of a program of a call center, the configuration can set a user name and a password, and the configuration can also set the type of data which can be subscribed;
3. configuring and subscribing all data types, starting a subscription program, wherein the subscription program is connected to a rabbitmq message queue, the rabbitmq is a set of open-source enterprise-level message queue software, the subscription program is provided with a configuration file for configuring switches into which data is written, the switches are concepts in the rabbitmq message queue, and the switches can write the data into the queue through routing;
4. the subscription program writes the data of the events into the switch, the switch is bound with the queues of the events, and the events comprise some default events, some self-defined events, some events such as busy and idle times and the like;
5. the subscription program can also write the data of the call records into the switch, and the switch is bound with the queue of the call records;
6. starting a data pushing program, subscribing data from a queue of a call record of rabbitmq, and ensuring that the data is not lost by adopting an ack message confirmation mechanism of the rabbitmq, wherein the data pushing program pushes the call record to a specified address according to the configuration of a user after processing the data, the program which stores the call record subscribes the data from the queue of the call record of the rabbitmq, and the ack message confirmation mechanism ensures that the data is not lost, writes the data into a database after processing, and can also start other programs to subscribe the queue of the rabbitmq;
7. starting an event processing program, subscribing data from the queue of rabbitmq events and performing complex data processing;
8. after the data processing is finished, issuing is needed, an http interface is called for issuing, and an issuing end of the websocket is started before issuing;
9. the event data can be published to a private channel according to whether a calling party and a called party are extension sets or not, part of public data is published to a public channel, the extension set is a short number distributed to seats in a call center, and the extension set subscribes to the data of the private channel according to the situation, so that much flow can be saved, and a client does not need to receive irrelevant data
10. Starting a publishing end of the websocket, wherein the publishing end can open a 30000 port, and an event publishing program can be connected with the port to publish data;
11. the client needs to adopt the authentication of jwttokken, the authentication is processed by the websocket issuing end, and an encrypted key needs to be configured in the configuration.
The beneficial effects of the above technical scheme are: the writing condition is determined through the configuration of the event data and the program, the published data are subscribed according to the priority, the ordered subscription of the event data can be effectively guaranteed, the timeliness of the subscription requirement is met, different transmission channels are configured for different published data in the follow-up process, the effective transmission of the subscription data can be achieved, and the timeliness of the subscription requirement is further met.
Specifically, in an embodiment of the present invention, initiating a program of a call center and subscribing to event data from a subscription port of the call center includes:
starting a program of a call center, and monitoring a calling party existing at present to determine the calling content of the calling party;
according to the content type of the call content, obtaining a corresponding subscription port from a type-port database in a matching way;
and analyzing the content of the call, and subscribing to event data consistent with the content analysis result from the subscription port.
It should be noted that the type-port database is preset, and includes a content type and a port matching with the content type, and the content type is related to the service content mentioned in the corresponding call content, and the corresponding service type is different for different service contents.
It should be noted that, for example, if the content type is for communicating with an artificial customer service, the corresponding subscription port is an artificial customer service port, and the analysis of the call content is mainly performed to determine the main execution service involved in the process of communicating with the artificial customer service, and further to publish event data matched with the main execution service according to the port.
The beneficial effects of the above technical scheme are: and matching the subscription port according to the content type, and analyzing the content, so that event data can be conveniently obtained, and a foundation is provided for the timeliness of subsequent subscription requirements.
Specifically, in this embodiment of the present invention, starting a subscription program, and writing corresponding event data into a target message queue based on a first configuration of the event data and a second configuration of the subscription program includes:
acquiring a first configuration file of the event data and a second configuration file of the subscription program based on a log database;
determining an event attribute and a queue to be written based on the first configuration file, and determining a switch write symbol matched with the event attribute according to the second configuration file;
determining whether the queue to be written is consistent with a written symbol of the switch;
if the event data are consistent with the event data, the switch and the queue to be written are subjected to queue binding, and the corresponding event data are written into the queue to be written;
wherein, the queue to be written is a target message queue.
It should be noted that the log database is automatically generated and accumulated during each acquisition of the related event.
It should be noted that the first configuration file is related to the event attribute and the sequence that can be written, such as a telephone record sequence. The second configuration file is associated with the switch write symbol and also with the event type, primarily to determine the switch write symbol by event type.
It should be noted that the queue to be written and the switch write symbol are determined based on the event type, and the purpose of queue binding is to establish the relationship between the queue to be written and the switch.
The beneficial effects of the above technical scheme are: by acquiring different configuration files and performing consistency comparison between the queue to be written and the written symbol of the switch, the writing of event data is facilitated, and an effective basis is provided for timeliness of subsequent subscription requirements.
Specifically, in this embodiment of the present invention, performing queue binding between the switch and a queue to be written in, and writing corresponding event data into the queue to be written in includes:
determining a first write address of corresponding event data based on the queue binding result;
acquiring a parallel write address of the queue to be written at the current moment, determining the communication time of a switch corresponding to the same event data and the type grade of the event type of the corresponding event data when the first write address conflicts with the parallel write address, and determining a priority value;
when the first same result exists in the priority values, performing precision plus one processing on the corresponding priority values;
if a second identical result still exists after the precision plus one processing, acquiring a first communication event and a first event type corresponding to each priority value in the second identical result, and simultaneously acquiring a left adjacent communication event and a left adjacent event type and a right adjacent communication event and a right adjacent event type of the priority value adjacent to the second identical result;
carrying out first matching on a first communication event corresponding to the same priority value and a left adjacent communication event, and simultaneously carrying out second matching on a first event type corresponding to the same priority value and the left adjacent event type;
determining a first comprehensive matching value based on the first matching result and the second matching result;
simultaneously, performing third matching on the first communication event corresponding to the same priority value and a right adjacent communication event, and simultaneously performing fourth matching on the first event type corresponding to the same priority value and the right adjacent event type;
determining a second comprehensive matching value based on the third matching result and the fourth matching result;
based on the first comprehensive matching value and the second comprehensive matching value, planning waiting time to the corresponding same priority value;
and based on the planning result, queuing and waiting the event data corresponding to the second identical result to realize data writing.
It should be noted that, if each cell in the queue to be written represents a write address, and if the cell 2 represents the first write address, at this time, the cell 2 further includes a plurality of parallel write events at the current time, and the parallel write events further include other events that need to be written to the first write address again, at this time, the first write address conflicts with the parallel write address.
It should be noted that, since there are several event data correspondingly written by the first write address at the same time, the communication time of the switch corresponding to each event to be written and the type class of the event itself are determined, and the priority value is determined.
Such as: priority value = first priority value corresponding to communication time + second priority value corresponding to type class.
It should be noted that, for example, the to-be-written event data corresponding to the first write address includes data 1, 2, 3, 4, and 5, at this time, the first result corresponding to the priority value is that data 1, 2, 3, and 4 correspond, at this time, precision plus one processing is performed, for example, if the priority values are 1, and 1, then the precision plus one processing becomes: 1.0, 1.1, 1.2, and wherein the corresponding 1.0 and 1.0 are the second equivalent.
It should be noted that the left-adjacent communication event and the left-adjacent event type correspond to the last event data in the cell 1 adjacent to the cell 2.
The right-adjacent communication event, the right-adjacent event type, refers to that corresponding to one event data in the cell 3 adjacent to the cell 2, as shown in fig. 4.
It should be noted that, for example, matching is performed on the first 1.0 corresponding event and type to determine a matching result, and further determine a comprehensive value.
For example, if the time corresponding to the second cell is 1s, the time corresponding to the first 1.0 may be published at 0.01s, the time corresponding to the second 1.0 may be published at 0.03s, and the like.
It should be noted that, in the description,
and the second composite match result is computed similarly to the first composite match result.
The beneficial effects of the above technical scheme are: the priority of the same event data is determined by determining the write-in address and judging whether the same write-in address conflicts, and the corresponding comprehensive value can be effectively obtained by adding one to the precision of the same priority and matching with the adjacent communication events or types, so that the waiting event is planned for the corresponding priority value, the queuing of the corresponding event data is realized, the data writing is realized, and the timeliness of the subsequent subscription requirement is ensured.
Specifically, in this embodiment of the present invention, the planning of the waiting time to the corresponding priority value based on the first comprehensive matching value and the second comprehensive matching value includes:
acquiring the number of the event data to be analyzed contained in the second identity result, and respectively determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed;
establishing a first address of a left-adjacent communication event and a second address of a right-adjacent communication event;
determining a matching bobbin between the two addresses based on the first address and the second address;
based on the matching value-position database, determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed respectively based on matching point pairs of a matching line axis, and determining a first distance between a first point in the matching point pairs and the matching line axis and a second distance between a second point in the matching point pairs and the matching line axis;
determining a final position point based on the matched spool according to the first distance and the second distance;
wherein z represents a distance value from the initial point of the matching bobbin; l represents the length of the corresponding matching bobbin; k1 represents a corresponding first distance; k2 represents the corresponding second distance; γ 1 represents the sum of L and L obtained based on the ratio database
A consistent distance adjustment value;
and planning the waiting time to the corresponding final position point according to the time representation of the matched bobbin.
It should be noted that one event data to be analyzed corresponds to one first integrated matching value and one second integrated matching value.
It should be noted that the first address, i.e., the aforementioned cell 1, and the second address, i.e., the aforementioned cell 3, establish a matching spool between the cell 1 and the cell 2, as shown in fig. 5.
If the first integrated matching value corresponds to position 1 on the bobbin, and the second integrated matching value corresponds to position 2 on the bobbin, then the distance between position 1 and the initial point of the bobbin is a first distance, the distance between position 2 and the end point of the bobbin is a second distance, and position 1 and position 2 are a matching point pair.
It should be noted that the matching value-location database includes different matching values and distances corresponding to the matching values, and thus location points can be determined.
The distance adjustment value is between [0, k1/l ].
It should be noted that each position point of the matching bobbin is previously set with a matching time, and therefore, a waiting time can be set to the final position point according to the time expression.
It should be noted that the spools formed between different addresses can be determined in advance according to the queue, and the issue duration of each cell, etc. are set in advance, so that the matching of the time representation and the location can be performed after the matching spool is determined.
The beneficial effects of the above technical scheme are: the method comprises the steps of establishing a matching spool by determining a first address and a second address, setting a matching point pair on the matching spool according to a matching value of the same time data to be analyzed, calculating a final position point according to a formula, obtaining a planning waiting time point by matching with time representation, and providing an effective basis for ordered release.
Specifically, in this embodiment of the present invention, starting an event handler and subscribing to published data based on an event priority of event data written in the target message queue includes:
determining the event priority of the event data written in the target message queue;
determining subscription time according to the event priority, and acquiring a time tag;
and performing relation binding on the time tag and the subscribed published data.
It should be noted that, for example, there are events 1, 2, and 3, and the priority of event 1 > the priority of event 2 > the priority of event 3, at this time, according to the priorities, the subscription times of the events are respectively determined, and each subscription time is set as a corresponding time tag and is bound with the published data, for example, the published data 2 is published immediately after the published data 1 is published.
The beneficial effects of the above technical scheme are: by determining the event priority of the written event data and binding the time tag and the published data, the data can be published orderly, and the promptness of the publication can be further ensured.
Specifically, in this embodiment of the present invention, preprocessing the subscribed publishing data, and determining a publishing channel corresponding to each publishing data includes:
extracting a subscription identifier and a data identifier in subscribed published data, and establishing an identifier combination;
determining a calling party and a called party which are matched with the subscribed published data;
determining a first telephone attribute of the calling party and a second telephone attribute of the called party, and establishing an attribute combination;
determining a first combination weight for the identified combination:
wherein Y1 represents a first combination weight of the corresponding identification combination; p1 (s 1, s) represents the result of the identifier matching between the corresponding subscription identifier s1 and the identifier database s(ii) a P2 (s 2, s) represents an identifier matching result of the corresponding data identifier s2 and the identifier database s;
representing matching transformation coefficients for the subscription identity;
representing matching transformation coefficients for the data identification; max represents the sign of the maximum function; min represents the sign of the minimum function;
determining a second combination weight for the combination of attributes:
wherein Y2 represents a second combination weight of the corresponding attribute combination; f1 denotes the calling nature of the calling party; f2 represents the called nature of the called party; e represents the sign of the exponential function; oc 1 represents an attribute value of a first phone attribute of the calling party; oc 2 represents an attribute value of a second phone attribute of the called party;
calculating to obtain a third combination weight based on the first combination weight and the second combination weight;
wherein Y3 represents a corresponding third combination weight; ave (Y1, Y2) represents the average of the sum of Y1 and Y2;
when the third combined weight is greater than the preset weight, if the current calling channel of the calling party and the called party is a first common channel, planning the private security degree according to a first weight difference of the third combined weight preset weight, establishing a first private channel between the calling party and the called party consistent with the private security degree, and publishing the subscribed publishing data to the first private channel;
if the current calling channel of the calling party and the called party is a private channel, then according to the weight difference, the security of the private channel is improved, and the subscribed publishing data is published to the private channel;
and when the third combined weight is not greater than the preset weight, keeping the current calling channel of the calling party and the called party unchanged, and publishing the subscribed publishing data to the current calling channel.
It should be noted that the value of the preset weight is generally 0.5, the common channel refers to a call made by a public extension used by a calling party and a called party, and the private security degree refers to the confidentiality degree of the calling process.
Private channel means a channel formed between private telephones, which is provided with a certain degree of security and for example, for transmitting information from private telephone 1 to private telephone 2.
It should be noted that, the security is improved, and operations such as security verification and the like may be performed on the channel to ensure secure distribution.
It should be noted that, for example, the current call channel is composed of extension 1 and extension 2, and data can be directly sent to extension 2 by using the channel.
It should be noted that, the published data includes a subscription identifier and a data identifier, for example, the subscription identifier is a cost search identifier and a traffic search identifier, the data identifier is a specific cost including content, for example, how many minutes are used, how many minutes are left, how many packages are, and the like, and the specific traffic content includes how much traffic is used, how much traffic is left, and the like, that is, the data identifier further embodies the subscription identifier.
It should be noted that the calling party is the party who makes a call actively, and the called party is the party who answers passively.
It should be noted that the first telephone attribute is, for example, a traffic package promotion attribute, and the second telephone attribute is a traffic package received promotion attribute.
It should be noted that the identifier database includes various subscription identifiers, data identifiers, and the like, and the obtained identifier matching result may be an existing matching identifier, and a result value is obtained through conversion.
It should be noted that the matching conversion coefficient is to convert the identifiers of different situations into a unified value for calculation, so as to ensure the correctness of the result.
It should be noted that the calling property and the called property are actually related to the corresponding property, for example, the sales property and the sold property, the corresponding value range is between 0 and 1, the value range of the corresponding property value is also between 0 and 1, and the different properties and the values corresponding to the different properties are preset and can be directly obtained from the corresponding database.
The beneficial effects of the above technical scheme are: the method comprises the steps of establishing an identification combination through data analysis, establishing an attribute combination through attribute analysis, calculating different combination weights respectively, combining weights of two results to obtain a third combination weight, and changing or maintaining a current calling channel through comparison with a preset weight, so that the reasonability of pushing release data corresponding to a release channel and the orderliness of matching the release channels of the different release data are effectively guaranteed, and the timeliness of ordered release is further guaranteed.
Specifically, in the embodiment of the present invention, starting a publishing program, and calling a target interface matched with different publishing channels to push publishing data includes:
searching an interface attribute matched with the channel attribute of the release channel based on a release program;
and establishing communication connection between a target interface consistent with the interface attribute and a demand end, pushing published data based on the target interface, and pushing the published data to the demand end.
In this embodiment, for example, the publishing channel is used to publish data between an actual user and an intelligent customer service, and the corresponding channel attribute is a machine-user channel-event type, so as to determine an interface matching the attribute.
For example, the user 1 communicates in a telephone mode, and the interface attribute needs to be received in a short message mode, so as to push data to a demand side for receiving short messages.
The beneficial effects of the above technical scheme are: by searching the interface attribute matched with the channel attribute, the method is convenient for pushing the published data and ensures the timeliness.
Specifically, in this embodiment of the present invention, after determining whether the to-be-written queue is consistent with the switch write symbol, the method further includes:
and when the fact that the queue to be written is inconsistent with the switch writing symbol is determined, re-acquiring the candidate switches configured in advance in the subscription program, and writing the event data.
It should be noted that, the subscription program includes several kinds of switches configured in advance, so as to place that when the symbols are inconsistent, the candidate switches can be used to implement efficient writing of data.
The beneficial effects of the above technical scheme are: and when the inconsistency exists, the candidate switches can be obtained, the effective writing of the event data is realized, and a basis is provided for determining the timeliness of the subscription requirement.
According to an embodiment of the present invention, there is provided a second aspect of: a system for processing data publish-subscribe in a call center, as shown in fig. 2, includes:
the event subscription module is used for starting a program of the call center and subscribing to event data from a subscription port of the call center;
the configuration writing module is used for starting a subscription program and writing corresponding event data into a target message queue based on the first configuration of the event data and the second configuration of the subscription program;
a channel determining module, configured to start an event processing program, subscribe to published data based on an event priority of the event data written in by the target message queue, pre-process the subscribed published data, and determine a publishing channel corresponding to each published data;
and the data pushing module is used for starting a publishing program and calling target interfaces matched with different publishing channels to push the publishing data.
The beneficial effects of the above technical scheme are: the writing condition is determined through the configuration of the event data and the program, the published data are subscribed according to the priority, the ordered subscription of the event data can be effectively ensured, the timeliness of the subscription requirement is met, different transmission channels are configured for different published data in the follow-up process, the effective transmission of the subscription data can be realized, and the timeliness of the subscription requirement is further met.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present invention. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the invention. Thus, the present invention is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A method for processing data publish and subscribe of a call center is characterized by comprising the following steps:
step 1: starting a program of a call center, and subscribing to event data from a subscription port of the call center;
step 2: starting a subscription program, and writing corresponding event data into a target message queue based on first configuration of the event data and second configuration of the subscription program;
and step 3: starting an event processing program, subscribing the published data based on the event priority of the event data written in the target message queue, preprocessing the subscribed published data, and determining a publishing channel corresponding to each published data;
and 4, step 4: starting a publishing program, and calling target interfaces matched with different publishing channels to push the publishing data.
2. The method for processing data publish/subscribe of call center as claimed in claim 1, wherein initiating the program of the call center and subscribing to event data from the subscription port of the call center comprises:
starting a program of a call center, and monitoring a calling party existing at present to determine the calling content of the calling party;
according to the content type of the call content, obtaining a corresponding subscription port from a type-port database in a matching way;
and analyzing the content of the call, and subscribing to event data consistent with the content analysis result from the subscription port.
3. The method of claim 1, wherein initiating a subscription procedure and writing corresponding event data to a target message queue based on a first configuration of event data and a second configuration of the subscription procedure, comprises:
acquiring a first configuration file of the event data and a second configuration file of the subscription program based on a log database;
determining an event attribute and a queue to be written based on the first configuration file, and determining a switch write symbol matched with the event attribute according to the second configuration file;
determining whether the queue to be written is consistent with a written symbol of the switch;
if the event data are consistent with the event data, the switch and the queue to be written are subjected to queue binding, and the corresponding event data are written into the queue to be written;
wherein, the queue to be written is a target message queue.
4. The method for processing the data publish-subscribe of the call center according to claim 3, wherein the queue binding the switch and the queue to be written, and writing the corresponding event data into the queue to be written comprises:
determining a first write address of corresponding event data based on the queue binding result;
acquiring a parallel write address of the queue to be written at the current moment, determining the communication time of a switch corresponding to the same event data and the type grade of the event type of the corresponding event data when the first write address conflicts with the parallel write address, and determining a priority value;
when the first same result exists in the priority values, performing precision plus one processing on the corresponding priority values;
if a second identical result still exists after the precision plus one processing, acquiring a first communication event and a first event type corresponding to each priority value in the second identical result, and simultaneously acquiring a left adjacent communication event and a left adjacent event type and a right adjacent communication event and a right adjacent event type of the priority value adjacent to the second identical result;
carrying out first matching on a first communication event corresponding to the same priority value and a left adjacent communication event, and simultaneously carrying out second matching on a first event type corresponding to the same priority value and the left adjacent event type;
determining a first comprehensive matching value based on the first matching result and the second matching result;
simultaneously, performing third matching on the first communication event corresponding to the same priority value and a right adjacent communication event, and simultaneously performing fourth matching on the first event type corresponding to the same priority value and the right adjacent event type;
determining a second comprehensive matching value based on the third matching result and the fourth matching result;
based on the first comprehensive matching value and the second comprehensive matching value, planning waiting time to the corresponding same priority value;
and based on the planning result, queuing and waiting the event data corresponding to the second identical result to realize data writing.
5. The method of claim 3, wherein scheduling the wait time to the corresponding priority values based on the first composite match value and the second composite match value comprises:
acquiring the number of the event data to be analyzed contained in the second identity result, and respectively determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed;
establishing a first address of a left-adjacent communication event and a second address of a right-adjacent communication event;
determining a matching bobbin between the two addresses based on the first address and the second address;
based on the matching value-position database, determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed based on matching point pairs of a matching spool respectively, and determining a first distance between a first point in the matching point pairs and the matching spool and a second distance between a second point in the matching point pairs and the matching spool;
determining a final position point based on the matched spool according to the first distance and the second distance;
wherein z represents a distance value from the initial point of the matching bobbin; l represents the length of the corresponding matching bobbin; k1 represents the corresponding first distance; k2 represents the corresponding second distance; γ 1 represents the sum of L and L obtained based on the ratio database
A consistent distance adjustment value;
and according to the time representation of the matched spool, planning the waiting time to the corresponding final position point.
6. The method for call center data publish subscription processing as claimed in claim 1, wherein initiating an event handler and subscribing to published data based on event priority of event data written in the target message queue, comprises:
determining the event priority of the event data written in the target message queue;
determining subscription time according to the event priority, and acquiring a time tag;
and performing relation binding on the time tag and the subscribed publishing data.
7. The method for processing data publish-subscribe of call center according to claim 1, wherein preprocessing the subscribed published data and determining a publication channel corresponding to each published data comprises:
extracting a subscription identifier and a data identifier in subscribed published data, and establishing an identifier combination;
determining a calling party and a called party which are matched with the subscribed published data;
determining a first telephone attribute of the calling party and a second telephone attribute of the called party, and establishing an attribute combination;
determining a first combination weight of the identified combination:
wherein Y1 represents a first combination weight of the corresponding identification combination; p1 (s 1, s) represents an identifier matching result of the corresponding subscription identifier s1 and the identifier database s; p2 (s 2, s) represents an identifier matching result of the corresponding data identifier s2 and the identifier database s;
representing matching transformation coefficients for the subscription identity;
representing matching transformation coefficients for the data identification; max represents the sign of the maximum function; min represents the sign of the minimum function;
determining a second combination weight for the combination of attributes:
wherein Y2 represents a second combination weight corresponding to the combination of attributes; f1 denotes the calling nature of the calling party; f2 represents the called nature of the called party; e represents the sign of the exponential function; oc 1 represents an attribute value of a first phone attribute of the calling party; oc 2 represents an attribute value of a second phone attribute of the callee;
calculating to obtain a third combination weight based on the first combination weight and the second combination weight;
wherein Y3 represents a corresponding third combination weight; ave (Y1, Y2) represents the average of the sum of Y1 and Y2;
when the third combined weight is greater than the preset weight, if the current calling channel of the calling party and the called party is a first common channel, planning the private security degree according to a first weight difference of the third combined weight preset weight, establishing a first private channel between the calling party and the called party consistent with the private security degree, and publishing the subscribed publishing data to the first private channel;
if the current calling channel of the calling party and the called party is a private channel, then according to the weight difference, the security of the private channel is improved, and the subscribed publishing data is published to the private channel;
and when the third combined weight is not more than the preset weight, keeping the current calling channel of the calling party and the called party unchanged, and publishing the subscribed publishing data to the current calling channel.
8. The method for processing data publish-subscribe of call center according to claim 1, wherein starting a publish program and invoking target interfaces matching different publish channels to push published data comprises:
searching an interface attribute matched with the channel attribute of the release channel based on a release program;
and establishing communication connection between a target interface consistent with the interface attribute and a demand end, pushing published data based on the target interface, and pushing the published data to the demand end.
9. The method for processing subscription to data publication in a call center of claim 3, wherein after determining whether the written symbols of the queue to be written and the switch are consistent, the method further comprises:
and when the fact that the queue to be written is inconsistent with the switch writing symbol is determined, re-acquiring the candidate switches configured in advance in the subscription program, and writing the event data.
10. A system for processing data publish-subscribe in a call center, comprising:
the event subscription module is used for starting a program of the call center and subscribing to event data from a subscription port of the call center;
the configuration writing module is used for starting a subscription program and writing corresponding event data into a target message queue based on the first configuration of the event data and the second configuration of the subscription program;
a channel determining module, configured to start an event processing program, subscribe to published data based on an event priority of the event data written in by the target message queue, pre-process the subscribed published data, and determine a publishing channel corresponding to each published data;
and the data pushing module is used for starting a publishing program and calling target interfaces matched with different publishing channels to push the publishing data.
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