CN115665238B - Method and system for processing call center data publish and subscribe - Google Patents
Method and system for processing call center data publish and subscribe Download PDFInfo
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- CN115665238B CN115665238B CN202211148609.4A CN202211148609A CN115665238B CN 115665238 B CN115665238 B CN 115665238B CN 202211148609 A CN202211148609 A CN 202211148609A CN 115665238 B CN115665238 B CN 115665238B
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
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- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D30/00—Reducing energy consumption in communication networks
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Abstract
The application provides a method and a system for processing data publish and subscribe of a call center, wherein the method comprises the following steps: step 1: starting a program of the 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 a first configuration of the event data and a second configuration of the subscription program; step 3: starting an event processing program, subscribing the release data based on the event priority of the event data written in the target message queue, preprocessing the subscribed release data, and determining a release channel corresponding to each release data; step 4: starting a release program, and calling a target interface matched with different release channels to push release data. The method can realize the effective transmission of subscription data and meet the timeliness of subscription requirements.
Description
Technical Field
The application relates to a method and a system for processing data release and subscription of a call center, belonging to the technical field of communication of the call center.
Background
The call center is a system for providing voice service for users and queuing calls to seat personnel according to a certain rule. And the call center is an operation place which fully utilizes modern communication and computer technologies, such as an IVR (interactive voice response system), an AD (automatic call distribution system) and the like, and can automatically and flexibly process a large number of different telephone incoming and outgoing business and services.
In the process of calling in or calling out by a client, a large amount of event data can be generated, and subscription is generally carried out by adopting the sequence of time generated by the events, but in the process, time conflict can exist inevitably, and by adopting the mode, the timeliness of the subscription requirement can not be met obviously.
Therefore, the invention provides a method and a system for processing call center data subscription.
Disclosure of Invention
Aiming at the defects of the prior art, the invention aims to provide a method and a system for processing the data release and subscription of a call center, which are used for determining the writing condition through the configuration of event data and programs, subscribing the release data according to the priority, effectively ensuring the orderly subscription of the event data, meeting the timeliness of subscription demands, configuring different transmission channels for different release data in the follow-up, and realizing the effective transmission of the subscription data to further meet the timeliness of the subscription demands.
According to an embodiment of the present invention, there is provided a first aspect of: a method for call center data publish-subscribe processing, comprising:
step 1: starting a program of the 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 a first configuration of the event data and a second configuration of the subscription program;
step 3: starting an event processing program, subscribing the release data based on the event priority of the event data written in the target message queue, preprocessing the subscribed release data, and determining a release channel corresponding to each release data;
step 4: starting a release program, and calling a target interface matched with different release channels to push release data.
Further, as a more preferred embodiment of the present invention, a program for starting 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 currently to determine call content of the calling party;
according to the content type of the call content, matching from a type-port database to obtain a corresponding subscription port;
And carrying out content analysis on the call content, 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 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 event attributes and a to-be-written queue based on the first configuration file, and determining a switch writing symbol matched with the event attributes according to the second configuration file;
determining whether the to-be-written queue is consistent with a switch writing symbol;
if the event data are consistent, the switch and the to-be-written queue are subjected to queue binding, and the corresponding event data are written into the to-be-written queue;
wherein the queue to be written is a target message queue.
Further, as a more preferable embodiment of the present invention, the queue binding of the switch and the to-be-written queue, and writing the corresponding event data into the to-be-written queue, includes:
Determining a first write address of corresponding event data based on the queue binding result;
acquiring a parallel write address of the to-be-written queue at the current moment, determining the communication time of a switch corresponding to the same event data and the type level 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 a first synchronous result exists in the priority values, performing precision adding processing on the corresponding priority values;
if the second same result still exists after the precision is added by one, acquiring a first communication event and a first event type corresponding to each priority value in the second same result, and simultaneously acquiring a left-neighbor communication event and a left-neighbor event type and a right-neighbor communication event and a right-neighbor event type of priority values adjacent to the second same result;
first matching is carried out on a first communication event corresponding to the same priority value and a left adjacent communication event, and meanwhile, second matching is carried out on a first event type corresponding to the same priority value and a left adjacent event type;
determining a first comprehensive matching value based on the first matching result and the second matching result;
meanwhile, performing third matching on the first communication event corresponding to the same priority value and the right-neighbor communication event, and performing fourth matching on the first event type corresponding to the same priority value and the right-neighbor event type;
Determining a second comprehensive matching value based on the third matching result and the fourth matching result;
planning waiting time to the corresponding same priority value based on the first comprehensive matching value and the second comprehensive matching value;
and based on the planning result, queuing and waiting for event data corresponding to the second same result, so as to realize data writing.
Further, as a more preferable embodiment of the present invention, planning a waiting time to correspond to the same 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 same 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-neighbor communication event and a second address of a right-neighbor communication event;
determining a matching spool between the two addresses based on the first address and the second address;
determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed based on a matching point pair of a matching spool respectively based on a matching value-position database, and determining a first distance between a first point of the matching point pair and the matching spool and a second distance between a second point of the matching point pair and the matching spool;
Determining a final location 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 matched spool; l represents the length of the corresponding matched spool; k1 represents a corresponding first distance; k2 represents a corresponding second distance; γ1 represents the sum L and L obtained based on the ratio databaseConsistent distance adjustment values;
and planning waiting time to the corresponding final position point according to the time representation of the matched spool.
Further, as a more preferable embodiment of the present invention, starting an event handler and subscribing to release 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 binding the time tag with the subscribed release data in a relation manner.
Further, as a more preferable embodiment of the present invention, preprocessing subscribed release data to determine a release channel corresponding to each release data, including:
extracting subscription identifiers and data identifiers in subscribed published data, and establishing an identifier combination;
Determining a calling party and a called party 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 combining weight of the identified combination:
wherein Y1 represents a first combination weight corresponding to the identification combination; p1 (s 1, s) represents the identity matching result of the corresponding subscription identity s1 and the identity database s; p2 (s 2, s) represents the identification matching result of the corresponding data identification s2 and the identification database s;representing matching conversion coefficients for subscription identifications; />Representing matching transform coefficients for the data identification; max represents the sign of the maximum function; min represents the sign of the minimum function;
determining a second combining weight for the attribute combination:
wherein Y2 represents a second combination weight of the corresponding attribute combination; f1 represents 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 telephone attribute of a calling party; oc 2 represents an attribute value of a second telephone attribute of the called party;
calculating a third combination weight based on the first combination weight and the second combination weight;
wherein Y3 represents a corresponding third combining weight; ave (Y1, Y2) represents the average value of the sum of Y1 and Y2;
When the third combination weight is greater than a preset weight, if the current calling channel of the calling party and the current calling channel of the called party are first shared channels, planning private security degree according to a first weight difference of the preset weight of the third combination weight, establishing a first private channel between the calling party and the called party consistent with the private security degree, and publishing subscribed publishing data to the first private channel;
if the current calling channel of the calling party and the current calling channel of the called party are private channels, at the moment, according to the weight difference, the safety of the private channels is improved, and the subscribed release data are released to the private channels;
and when the third combination weight is not greater than the preset weight, keeping the current call channels of the calling party and the called party unchanged, and publishing the subscribed release data to the current call channel.
Further, as a more preferable embodiment of the present invention, starting the publishing program, calling the target interface matched with different publishing channels to push the published data, including:
searching interface attributes matched with the channel attributes of the release channel based on the release program;
Establishing communication connection between a target interface consistent with the interface attribute and a demand end, pushing release data based on the target interface, and pushing the release data to the demand end.
Further, as a more preferable embodiment of the present invention, after determining whether the to-be-written queue is consistent with the switch writing symbol, the method further includes:
and when the to-be-written queue is determined to be inconsistent with the written symbol of the switch, re-acquiring the pre-configured candidate switch in the subscription program, and writing the event data.
According to an embodiment of the present invention, there is provided a second aspect of: 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 the first configuration of the event data and the second configuration of the subscription program;
the channel determining module is used for starting an event processing program, subscribing the release data based on the event priority of the event data written in the target message queue, preprocessing the subscribed release data, and determining a release channel corresponding to each release data;
And the data pushing module is used for starting the release program and calling the target interfaces matched with different release channels to push release data.
Compared with the prior art, the method and the device have the advantages that the writing situation is determined through configuration of the event data and the program, the published data is subscribed according to the priority, ordered subscription of the event data can be effectively guaranteed, timeliness of subscription requirements is met, different transmission channels are configured for different published data in the follow-up process, effective transmission of the subscription data can be achieved, and timeliness of the subscription requirements is further met.
Drawings
FIG. 1 is a flow chart of a method of call center data publish-subscribe processing according to the present application;
FIG. 2 is a block diagram of a system for call center data publish-subscribe processing in accordance with the present application;
FIG. 3 is a flowchart illustrating a method for call center data publish-subscribe processing according to the present application;
FIG. 4 is a block diagram of a to-be-written queue according to the present application;
fig. 5 is a block diagram of a mating spool of the present application.
Detailed Description
In order that those skilled in the art will better understand the technical solutions of the present application, the technical solutions of 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 apparent that the described embodiments are only some embodiments of the present application, not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the application without making any inventive effort, are intended to be within the scope of the application.
It is noted that when an element is referred to as being "fixed" 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 is to be understood that the terms "length," "width," "upper," "lower," "front," "rear," "left," "right," "vertical," "horizontal," "top," "bottom," "inner," "outer," and the like are merely for convenience in describing and simplifying the description based on the orientation or positional relationship shown in the drawings, and do not indicate or imply that the devices or components referred to must have a particular orientation, be constructed and operated in a particular orientation, and thus are not to be construed as limiting the application.
Furthermore, the terms "first," "second," and the like, are used for descriptive purposes only and are not to be construed as indicating or implying a relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defining "a first" or "a second" may explicitly or implicitly include one or more such feature. In the description of the present application, the meaning of "a plurality" or "a number" means two or more, unless specifically defined otherwise.
It should be understood that the structures, proportions, sizes, etc. shown in the drawings are for the purpose of understanding and reading the disclosure, and are not intended to limit the scope of the application, which is defined by the claims, but rather by the claims, unless otherwise indicated, and that any structural modifications, proportional changes, or dimensional adjustments, which would otherwise be apparent to those skilled in the art, would be made without departing from the spirit and scope of the application.
According to an embodiment of the present application, there is provided a first aspect of: a method for processing a call center data publish-subscribe, as shown in fig. 1, includes:
step 1: starting a program of the 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 a first configuration of the event data and a second configuration of the subscription program;
step 3: starting an event processing program, subscribing the release data based on the event priority of the event data written in the target message queue, preprocessing the subscribed release data, and determining a release channel corresponding to each release data;
Step 4: starting a release program, and calling a target interface matched with different release channels to push release data.
It should be noted that, the first configuration relates to the event attribute and the queue to be written, and the second configuration relates to the switch writing symbol matched with the event attribute, and may also relate to the related information of the user, which may be used as a reference for determining the priority.
The event data relates to call services such as markets (actively providing gifts, product service discount offers, product service introduction, pushing of the product service features of the current month, etc.), customer services (ordering customers, looking up the progress of goods, ordering goods), sales (gift giving, catalogue sales, telephone sales, credit application sales, handling complaints, product technical support, etc.), potential services (confirming customer appointments, recommending potential services, customer tracking, etc.), and the corresponding event attributes relate to the corresponding event attributes and categories of call services.
It should be noted that, for example, after the user 1 makes a call to the user 2 and the user 1 triggers the program of the call center, subscription event data, such as spending a search, is determined, and then the event is written into the queue, and the user 2 processes the event and finally determines the release channel to push to the user 1.
It should be noted that, because the same address of the same queue at the same time point can receive a plurality of event data at the same time, the first configuration and the second configuration are required to implement sequencing of the event data, thereby ensuring orderly progress and timeliness of subscription and release.
It should be noted that, as shown in fig. 3, the specific explanation is specific to the steps 1-4, and the specific embodiment further includes the following:
1. a program for starting a call center, the program starting a port of 6048 from which data of events can be subscribed to;
2. the subscription event requires an account number, wherein the account number is in the configuration of a program of the call center, the configuration can set a user name and a password, and the configuration can also set the type of data capable of being subscribed;
3. configuring and subscribing all data types, starting a subscribing program, wherein the subscribing program is connected to a rubbbittq message queue, the rubbbittq is a set of open-source enterprise-level message queue software, the subscribing program is provided with a configuration file for configuring which switches write data into, the switches are a concept in the rubbbittq message queue, and the switches can write the data into the queue through a route;
4. The subscription program writes the data of the event into the switch, the switch is bound with the queue of the event, the event comprises default events, custom events, busy and idle events and the like;
5. the subscription program also writes the data of the call records into the exchanger, and the exchanger 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 the rabitmq, adopting an ack message confirmation mechanism of the rabitmq to ensure that the data is not lost, wherein after the data pushing program processes the data, pushing the call record to a designated address according to the configuration of a user, subscribing the data from the queue of the call record of the rabitmq by the call record warehousing program, adopting the ack message confirmation mechanism to ensure that the data is not lost, writing the data into a database after processing, and starting other programs to subscribe the queue of the rabitmq;
7. starting an event processing program, wherein the program subscribes data from a queue of events of the rubbitmq and performs complex data processing;
8. after the data processing is completed, the data needs to be released, an http interface is called for releasing, and a releasing end of the websocket needs to be started before releasing;
9. The event data can be distributed to private channels according to whether the calling party is an extension, part of public data is distributed to public channels, the extension is a short number distributed to the seat in the call center, the extension subscribes to the private channel data according to the situation, so that a lot of flow can be saved, and a client does not need to receive irrelevant data
10. Starting a release end of websocket, wherein the release end can open a 30000 port, and an event release program can be connected with the port to release data;
11. the client needs to adopt jwttoken authentication, the authentication is processed by the websocket publishing end, and an encrypted key needs to be configured in the configuration.
The beneficial effects of the technical scheme are as follows: the writing situation is determined through configuration of event data and programs, and the published data is subscribed according to the priority, so that ordered subscription of the event data can be effectively guaranteed, timeliness of subscription requirements is met, different transmission channels are configured for different published data in the follow-up process, effective transmission of the subscription data can be achieved, and timeliness of the subscription requirements is further met.
Specifically describing, in an embodiment of the present invention, a program for a call center is started, and event data is subscribed from a subscription port of the call center, including:
Starting a program of a call center, and monitoring a calling party existing currently to determine call content of the calling party;
according to the content type of the call content, matching from a type-port database to obtain a corresponding subscription port;
and carrying out content analysis on the call content, 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 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 from the different service content.
It should be noted that, for example, the content type is exchanged with the artificial customer service, then the corresponding subscription port is the artificial customer service port, and the call content is parsed, mainly for determining the main execution service involved in the process of exchanging with the artificial customer service, so as to issue the event data matched with the main execution service according to the port.
The beneficial effects of the technical scheme are as follows: the subscription ports are matched according to the content types, the content is analyzed, event data can be obtained conveniently, and a foundation is provided for timeliness of subsequent subscription requirements.
Specifically describing, in an 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, including:
acquiring a first configuration file of the event data and a second configuration file of the subscription program based on a log database;
determining event attributes and a to-be-written queue based on the first configuration file, and determining a switch writing symbol matched with the event attributes according to the second configuration file;
determining whether the to-be-written queue is consistent with a switch writing symbol;
if the event data are consistent, the switch and the to-be-written queue are subjected to queue binding, and the corresponding event data are written into the to-be-written queue;
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 relates to an event attribute and a writable sequence, such as a phone recording sequence. The second profile is related to the switch write symbol and also to the event type, mainly for determining the switch write symbol by the event type.
It should be noted that, the to-be-written queue and the switch writing symbol are determined based on the event type, and the purpose of the queue binding is to establish the connection between the to-be-written queue and the switch.
The beneficial effects of the technical scheme are as follows: by acquiring different configuration files and carrying out consistent comparison between the queues to be written and the written symbols of the switch, the writing of event data is convenient to realize, and an effective basis is provided for timeliness of subsequent reading requirements.
Specifically describing, in the embodiment of the present invention, queue binding is performed between the switch and a to-be-written queue, and corresponding event data is written into the to-be-written queue, including:
determining a first write address of corresponding event data based on the queue binding result;
acquiring a parallel write address of the to-be-written queue at the current moment, determining the communication time of a switch corresponding to the same event data and the type level 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 a first synchronous result exists in the priority values, performing precision adding processing on the corresponding priority values;
If the second same result still exists after the precision is added by one, acquiring a first communication event and a first event type corresponding to each priority value in the second same result, and simultaneously acquiring a left-neighbor communication event and a left-neighbor event type and a right-neighbor communication event and a right-neighbor event type of priority values adjacent to the second same result;
first matching is carried out on a first communication event corresponding to the same priority value and a left adjacent communication event, and meanwhile, second matching is carried out on a first event type corresponding to the same priority value and a left adjacent event type;
determining a first comprehensive matching value based on the first matching result and the second matching result;
meanwhile, performing third matching on the first communication event corresponding to the same priority value and the right-neighbor communication event, and performing fourth matching on the first event type corresponding to the same priority value and the right-neighbor event type;
determining a second comprehensive matching value based on the third matching result and the fourth matching result;
planning waiting time to the corresponding same priority value based on the first comprehensive matching value and the second comprehensive matching value;
and based on the planning result, queuing and waiting for event data corresponding to the second same result, so as to realize data writing.
It should be noted that, if each cell in the queue to be written represents a write address, and if cell 2 represents a 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 write to the first write address again, where the first write address conflicts with the parallel write address.
It should be noted that, since the number of event data written by the first write address at the same time is several, the communication time of the switch corresponding to each event to be written and the type level of the event are determined, and the priority value is determined.
Such as: priority value = first priority value corresponding to communication time + second priority value corresponding to class of type.
It should be noted that, for example, the event data to be written 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 to each other, at this time, precision adding a process is performed, for example, the priority values are 1, and then the precision adding a process becomes: 1.0, 1.1, 1.2, and wherein corresponding 1.0 and 1.0 are the second co-result.
Note that, the left-neighbor communication event and the left-neighbor event type refer to the last event data in the cell 1 adjacent to the cell 2.
The right-neighbor communication event, right-neighbor event type, refers to one event data corresponding to one of the cells 3 adjacent to the cell 2, as shown in fig. 4.
For example, the matching is performed for the event and the type corresponding to the first 1.0 to determine the matching result and further determine the integrated value.
For example, if the time corresponding to the second cell is 1s, the time corresponding to the first 1.0 may be issued at 0.01s, the time corresponding to the second 1.0 may be issued at 0.03s, and so on.
Note that, the term "is used herein,
and the second comprehensive matching result is similar to the calculation of the first comprehensive matching result.
The beneficial effects of the technical scheme are as follows: the priority of the same event data is determined by determining the writing addresses and judging whether the same writing addresses conflict, and the corresponding comprehensive value can be effectively obtained by adding one process to the precision of the same priority and matching with the adjacent communication event or type, so that the waiting event is planned to the corresponding priority value, queuing of the corresponding event data is realized, data writing is realized, and timeliness of subsequent reading requirements is ensured.
Specifically describing, in an embodiment of the present invention, planning a waiting time to correspond to the same 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 same 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-neighbor communication event and a second address of a right-neighbor communication event;
determining a matching spool between the two addresses based on the first address and the second address;
determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed based on a matching point pair of a matching spool respectively based on a matching value-position database, and determining a first distance between a first point of the matching point pair and the matching spool and a second distance between a second point of the matching point pair and the matching spool;
determining a final location 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 matched spool; l represents the length of the corresponding matched spool; k1 represents a corresponding first distance; k2 represents a corresponding second distance; γ1 represents the sum L and L obtained based on the ratio database Consistent distance adjustment values;
and planning waiting time to the corresponding final position point according to the time representation of the matched spool.
It should be noted that, an event data to be analyzed corresponds to a first comprehensive matching value and a second comprehensive matching value.
It should be noted that the first address is referred to as cell 1, and the second address is referred to as cell 3, to establish a matching axis between cell 1 and cell 2, as shown in fig. 5.
If the first comprehensive matching value corresponds to the position 1 on the spool and the second comprehensive matching value corresponds to the position 2 on the spool, the distance between the position 1 and the initial point of the spool is the first distance, the distance between the position 2 and the ending point of the spool is the second distance, and the position 1 and the position 2 are the matching point pair.
The matching value-position database includes different matching values and distances corresponding to the matching values, and thus, the position point can be determined.
The distance adjustment value is between [0, k1/l ].
Note that, each position point of the matching bobbin is previously set with a matching time, and thus, a waiting time can be set to a final position point according to the time representation.
It should be noted that, the spools formed between different addresses may be determined in advance according to the queues, and the distribution time length of each cell is preset, so that after the matching spool is determined, matching between the time representation and the position may be performed.
The beneficial effects of the technical scheme are as follows: and constructing a matching spool by determining the first address and the second address, setting a matching point pair on the matching spool according to the matching value of the same time data to be analyzed, calculating a final position point according to a formula, and obtaining a planning waiting time point by matching with a time representation, thereby providing an effective basis for orderly release.
Specifically describing, in an embodiment of the present invention, starting an event handler, and subscribing to publish data 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 binding the time tag with the subscribed release data in a relation manner.
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, the subscription times of the events are determined according to the priorities, and each subscription time is set to a corresponding time tag, so as to bind 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 technical scheme are as follows: by determining the event priority of the written event data and binding the time tag with the release data, the ordered release of the data is facilitated, and the release timeliness is further ensured.
Specifically describing, in the embodiment of the present invention, preprocessing subscribed release data to determine a release channel corresponding to each release data includes:
extracting subscription identifiers and data identifiers in subscribed published data, and establishing an identifier combination;
determining a calling party and a called party 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 combining weight of the identified combination:
wherein Y1 represents a first combination weight corresponding to the identification combination; p1 (s 1, s) represents the identity matching result of the corresponding subscription identity s1 and the identity database s; p2 (s 2, s) represents the identification matching result of the corresponding data identification s2 and the identification database s;representing matching conversion coefficients for subscription identifications; />Representing matching transform coefficients for the data identification; max represents the sign of the maximum function; min represents the sign of the minimum function;
Determining a second combining weight for the attribute combination:
wherein Y2 represents a second combination weight of the corresponding attribute combination; f1 represents 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 telephone attribute of a calling party; oc 2 represents an attribute value of a second telephone attribute of the called party;
calculating a third combination weight based on the first combination weight and the second combination weight;
wherein Y3 represents a corresponding third combining weight; ave (Y1, Y2) represents the average value of the sum of Y1 and Y2;
when the third combination weight is greater than a preset weight, if the current calling channel of the calling party and the current calling channel of the called party are first shared channels, planning private security degree according to a first weight difference of the preset weight of the third combination weight, establishing a first private channel between the calling party and the called party consistent with the private security degree, and publishing subscribed publishing data to the first private channel;
if the current calling channel of the calling party and the current calling channel of the called party are private channels, at the moment, according to the weight difference, the safety of the private channels is improved, and the subscribed release data are released to the private channels;
And when the third combination weight is not greater than the preset weight, keeping the current call channels of the calling party and the called party unchanged, and publishing the subscribed release data to the current call 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 calling party and a public extension used by a called party, and the private security degree refers to the confidentiality degree of the call process.
The private channel means a channel formed between private telephones, which is exclusively used, and which has a certain degree of security, and for example, information is transmitted from the private telephone 1 to the private telephone 2.
It should be noted that, the security is improved, which may be the security check operation for the channel, so as to ensure the security release.
It should be noted that, the current call channel is formed by, for example, extension 1 and extension 2, and the data may be directly sent to extension 2 by using this channel.
It should be noted that, the subscription identifier and the data identifier exist in the published data, for example, the subscription identifier is a cost search identifier and a flow search identifier, and the data identifier is specific cost including content, for example, how many minutes are used, how many minutes remain, how many packages are, and the like, and specific flow content includes how much flow is used, how much flow remains, and the like, that is, the data identifier is a further embodiment of the subscription identifier.
It should be noted that the calling party is the party actively making a call, and the called party is the party passively answering.
It should be noted that the first phone attribute is, for example, a traffic package promotion attribute, and the second phone attribute is a traffic package received promotion attribute.
It should be noted that the identifier database includes various subscription identifiers, data identifiers, etc., and the obtained identifier matching result may be a existing matching identifier, so as to obtain a result value through conversion.
It should be noted that, the matching conversion coefficient is used to convert the identifiers of different situations into a unified numerical 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 properties, for example, the sales property and the sold property, the corresponding value range is between 0 and 1, the corresponding value range of the corresponding property value is also between 0 and 1, and the values corresponding to the different properties and the different properties are all preset, so that the calling property and the called property can be obtained directly from the corresponding database.
The beneficial effects of the technical scheme are as follows: through data analysis, an identification combination is established, through attribute analysis, attribute combination is established, different combination weights are calculated respectively, and the weights of the two results are combined to obtain a third combination weight, through comparison with a preset weight, the current call channel is changed or kept, the rationality of the push release data corresponding to the release channel and the order of the different release data matching the release channel are effectively ensured, and the timeliness of ordered release is further ensured.
Specifically describing, in the embodiment of the present invention, starting a publishing program, calling a target interface matched with different publishing channels to push publishing data, including:
searching interface attributes matched with the channel attributes of the release channel based on the release program;
establishing communication connection between a target interface consistent with the interface attribute and a demand end, pushing release data based on the target interface, and pushing the release data to the demand end.
In this embodiment, for example, the publishing channel is used for publishing data between the actual user and the 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 by adopting a telephone mode, and the interface attribute is that a short message mode is required to be adopted for receiving, so that the data is pushed to a demand end for receiving the short message.
The beneficial effects of the technical scheme are as follows: by searching the interface attribute matched with the channel attribute, the push of the published data is facilitated, and timeliness is ensured.
Specifically describing, in the embodiment of the present invention, after determining whether the to-be-written queue is consistent with the switch written symbol, the method further includes:
And when the to-be-written queue is determined to be inconsistent with the written symbol of the switch, re-acquiring the pre-configured candidate switch in the subscription program, and writing the event data.
It should be noted that, the subscription procedure includes several switches that are preconfigured, that is, to place the candidate switches in a situation where the symbols are inconsistent, the candidate switches may be used to implement efficient writing of data.
The beneficial effects of the technical scheme are as follows: under the condition of inconsistency, the candidate switch can be obtained, so that the effective writing of event data is realized, and a basis is provided for determining the timeliness of subscription requirements.
According to an embodiment of the present invention, there is provided a second aspect of: a system for call center data publish-subscribe processing, as shown in fig. 2, 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;
the channel determining module is used for starting an event processing program, subscribing the release data based on the event priority of the event data written in the target message queue, preprocessing the subscribed release data, and determining a release channel corresponding to each release data;
And the data pushing module is used for starting the release program and calling the target interfaces matched with different release channels to push release data.
The beneficial effects of the technical scheme are as follows: the writing situation is determined through configuration of event data and programs, and the published data is subscribed according to the priority, so that ordered subscription of the event data can be effectively guaranteed, timeliness of subscription requirements is met, different transmission channels are configured for different published data in the follow-up process, effective transmission of the subscription data can be achieved, and timeliness of the subscription requirements 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 (8)
1. A method for call center data publish-subscribe processing, comprising:
Step 1: starting a program of the 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 a first configuration of the event data and a second configuration of the subscription program; the starting the subscription program, writing the 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, and the method comprises the following steps:
acquiring a first configuration file of the event data and a second configuration file of the subscription program based on a log database;
determining event attributes and a to-be-written queue based on the first configuration file, and determining a switch writing symbol matched with the event attributes according to the second configuration file;
determining whether the to-be-written queue is consistent with a switch writing symbol;
if the event data are consistent, the switch and the to-be-written queue are subjected to queue binding, and the corresponding event data are written into the to-be-written queue; wherein the queue to be written is a target message queue;
the step of binding the switch with the to-be-written queue in a queue, and writing the corresponding event data into the to-be-written queue comprises the following steps:
Determining a first write address of corresponding event data based on the queue binding result;
acquiring a parallel write address of the to-be-written queue at the current moment, determining the communication time of a switch corresponding to the same event data and the type level 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 a first synchronous result exists in the priority values, performing precision adding processing on the corresponding priority values; the first common result is that the first priority values corresponding to the communication time are the same and the second priority values corresponding to the type level are the same;
if the second same result still exists after the precision is added by one, acquiring a first communication event and a first event type corresponding to each priority value in the second same result, and simultaneously acquiring a left-neighbor communication event and a left-neighbor event type and a right-neighbor communication event and a right-neighbor event type of priority values adjacent to the second same result; after the second same result is that the corresponding priority value is subjected to precision addition processing, the first priority value corresponding to the communication time is still the same and the second priority value corresponding to the type level is still the same;
first matching is carried out on a first communication event corresponding to the same priority value and a left adjacent communication event, and meanwhile, second matching is carried out on a first event type corresponding to the same priority value and a left adjacent event type;
Determining a first comprehensive matching value based on the first matching result and the second matching result;
meanwhile, performing third matching on the first communication event corresponding to the same priority value and the right-neighbor communication event, and performing fourth matching on the first event type corresponding to the same priority value and the right-neighbor event type;
determining a second comprehensive matching value based on the third matching result and the fourth matching result;
planning waiting time to the corresponding same priority value based on the first comprehensive matching value and the second comprehensive matching value;
based on a planning result, queuing and waiting for event data corresponding to the second same result to realize data writing;
step 3: starting an event processing program, subscribing the release data based on the event priority of the event data written in the target message queue, preprocessing the subscribed release data, and determining a release channel corresponding to each release data;
step 4: starting a release program, and calling a target interface matched with different release channels to push release data.
2. The method of call center data publish-subscribe processing of claim 1, wherein initiating the call center program and subscribing to event data from a subscription port of the call center comprises:
Starting a program of a call center, and monitoring a calling party existing currently to determine call content of the calling party;
according to the content type of the call content, matching from a type-port database to obtain a corresponding subscription port;
and carrying out content analysis on the call content, and subscribing to event data consistent with the content analysis result from the subscription port.
3. The method of call center data publish-subscribe processing of claim 1, wherein planning the waiting time for the corresponding same priority value based on the first comprehensive match value and the second comprehensive match value comprises:
acquiring the number of the event data to be analyzed contained in the second same 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-neighbor communication event and a second address of a right-neighbor communication event;
determining a matching spool between the two addresses based on the first address and the second address;
determining a first comprehensive matching value and a second comprehensive matching value of each event data to be analyzed based on a matching point pair of a matching spool respectively based on a matching value-position database, and determining a first distance between a first point of the matching point pair and the matching spool and a second distance between a second point of the matching point pair and the matching spool;
Determining a final location 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 matched spool; l represents the length of the corresponding matched spool; k1 represents a corresponding first distance; k2 represents a corresponding second distance; γ1 represents the sum L and L obtained based on the ratio databaseConsistent distance adjustment values;
and planning waiting time to the corresponding final position point according to the time representation of the matched spool.
4. The method of call center data publish-subscribe processing of claim 1, wherein initiating an event handler and subscribing to published data based on an event priority of event data written by 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 binding the time tag with the subscribed release data in a relation manner.
5. The method for processing the data publish and subscribe of the call center according to claim 1, wherein preprocessing the subscribed published data to determine a published channel corresponding to each published data comprises:
Extracting subscription identifiers and data identifiers in subscribed published data, and establishing an identifier combination;
determining a calling party and a called party 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 combining weight of the identified combination:
wherein Y1 represents a first combination weight corresponding to the identification combination; p1 (s 1, s) represents the identity matching result of the corresponding subscription identity s1 and the identity database s; p2 (s 2, s) represents the identification matching result of the corresponding data identification s2 and the identification database s;representing matching conversion coefficients for subscription identifications; />Representing matching transform coefficients for the data identification; max represents the sign of the maximum function; min represents the sign of the minimum function;
determining a second combining weight for the attribute combination:
wherein Y2 represents a second combination weight of the corresponding attribute combination; f1 represents 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 telephone attribute of a calling party; oc 2 represents an attribute value of a second telephone attribute of the called party;
calculating a third combination weight based on the first combination weight and the second combination weight;
Wherein Y3 represents a corresponding third combining weight; ave (Y1, Y2) represents the average value of the sum of Y1 and Y2;
when the third combination weight is greater than a preset weight, if the current calling channel of the calling party and the current calling channel of the called party are first shared channels, planning private security degree according to a first weight difference of the preset weight of the third combination weight, establishing a first private channel between the calling party and the called party consistent with the private security degree, and publishing subscribed publishing data to the first private channel;
if the current calling channel of the calling party and the current calling channel of the called party are private channels, at the moment, according to the weight difference, the safety of the private channels is improved, and the subscribed release data are released to the private channels;
and when the third combination weight is not greater than the preset weight, keeping the current call channels of the calling party and the called party unchanged, and publishing the subscribed release data to the current call channel.
6. The method for processing the data publish and subscribe of the call center according to claim 1, wherein starting the publish program and calling the target interface matched with different publish channels to push the published data comprises the following steps:
Searching interface attributes matched with the channel attributes of the release channel based on the release program;
establishing communication connection between a target interface consistent with the interface attribute and a demand end, pushing release data based on the target interface, and pushing the release data to the demand end.
7. The method of call center data publish-subscribe processing of claim 1, wherein after determining whether the to-be-written queue is consistent with switch write symbols, further comprising:
and when the to-be-written queue is determined to be inconsistent with the written symbol of the switch, re-acquiring the pre-configured candidate switch in the subscription program, and writing the event data.
8. 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 the first configuration of the event data and the second configuration of the subscription program; the starting the subscription program, writing the 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, and the method comprises the following steps:
Acquiring a first configuration file of the event data and a second configuration file of the subscription program based on a log database;
determining event attributes and a to-be-written queue based on the first configuration file, and determining a switch writing symbol matched with the event attributes according to the second configuration file;
determining whether the to-be-written queue is consistent with a switch writing symbol;
if the event data are consistent, the switch and the to-be-written queue are subjected to queue binding, and the corresponding event data are written into the to-be-written queue; wherein the queue to be written is a target message queue;
the step of binding the switch with the to-be-written queue in a queue, and writing the corresponding event data into the to-be-written queue comprises the following steps:
determining a first write address of corresponding event data based on the queue binding result;
acquiring a parallel write address of the to-be-written queue at the current moment, determining the communication time of a switch corresponding to the same event data and the type level 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 a first synchronous result exists in the priority values, performing precision adding processing on the corresponding priority values; the first common result is that the first priority values corresponding to the communication time are the same and the second priority values corresponding to the type level are the same;
If the second same result still exists after the precision is added by one, acquiring a first communication event and a first event type corresponding to each priority value in the second same result, and simultaneously acquiring a left-neighbor communication event and a left-neighbor event type and a right-neighbor communication event and a right-neighbor event type of priority values adjacent to the second same result; after the second same result is that the corresponding priority value is subjected to precision addition processing, the first priority value corresponding to the communication time is still the same and the second priority value corresponding to the type level is still the same;
first matching is carried out on a first communication event corresponding to the same priority value and a left adjacent communication event, and meanwhile, second matching is carried out on a first event type corresponding to the same priority value and a left adjacent event type;
determining a first comprehensive matching value based on the first matching result and the second matching result;
meanwhile, performing third matching on the first communication event corresponding to the same priority value and the right-neighbor communication event, and performing fourth matching on the first event type corresponding to the same priority value and the right-neighbor event type;
determining a second comprehensive matching value based on the third matching result and the fourth matching result;
planning waiting time to the corresponding same priority value based on the first comprehensive matching value and the second comprehensive matching value;
Based on a planning result, queuing and waiting for event data corresponding to the second same result to realize data writing;
the channel determining module is used for starting an event processing program, subscribing the release data based on the event priority of the event data written in the target message queue, preprocessing the subscribed release data, and determining a release channel corresponding to each release data;
and the data pushing module is used for starting the release program and calling the target interfaces matched with different release channels to push release data.
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