CN116366772A - Outbound resource processing method and device - Google Patents
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- H04—ELECTRIC COMMUNICATION TECHNIQUE
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- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
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Abstract
Description
技术领域technical field
本发明涉及机器人语音外呼领域,尤其涉及一种外呼资源处理方法和装置。The invention relates to the field of robot voice outbound calls, in particular to a method and device for processing outbound call resources.
背景技术Background technique
目前,智能语音外呼的应用十分广泛,为企业用户提供了方便、快捷的定时回访、通知、调研和客户意向收集等服务,可以极大地提高使用群体的外呼效率、降低使用群体的外呼成本、促进使用群体的增收。At present, the application of intelligent voice outbound calls is very extensive, providing convenient and fast regular return visits, notifications, research and customer intention collection services for enterprise users, which can greatly improve the efficiency of outbound calls for user groups and reduce the number of outbound calls for user groups cost, and increase the income of users.
在实现本发明过程中,发明人发现现有技术中至少存在如下问题:In the course of realizing the present invention, the inventor finds that there are at least the following problems in the prior art:
用户在享受便捷、高效的智能外呼功能时,外呼系统线路不稳定的情况普遍存在。在现有技术中:部分外呼系统对多个外呼任务复用一个线路资源,因此线路出现问题时无法调度,且影响范围较大;部分外呼系统对每个外呼任务单独配置线路资源,因此线路出现问题时会影响到对应外呼任务的全部外呼名单,同样地无法对问题线路进行调度;部分外呼系统对每个外呼任务单独配置主叫号码,对每个主叫号码均配置多余的灾备线路,以在异常时可以进行线路调度,但是在实际的应用过程中需要实时关注任务状态,在接通率降低时需要手动停止任务,并在调整线路后重新外呼,因而导致线路调度效率低。When users enjoy the convenient and efficient smart outbound call function, it is common for outbound call system lines to be unstable. In the existing technology: some outbound call systems reuse one line resource for multiple outbound call tasks, so when there is a problem with the line, it cannot be scheduled, and the scope of influence is large; some outbound call systems configure line resources separately for each outbound call task , so when there is a problem with the line, it will affect all the outbound call list of the corresponding outbound call task, and it is also impossible to schedule the problematic line; some outbound call systems configure the calling number for each outbound call task separately, Redundant disaster recovery lines are configured for line scheduling in case of abnormalities. However, in the actual application process, it is necessary to pay attention to the task status in real time. When the connection rate drops, it is necessary to manually stop the task and re-outgo after adjusting the line. As a result, the line scheduling efficiency is low.
发明内容Contents of the invention
有鉴于此,本发明实施例提供一种外呼资源处理方法和装置,能够解决现有外呼线路调度效率低的技术问题。In view of this, the embodiments of the present invention provide a method and device for processing outbound resources, which can solve the technical problem of low scheduling efficiency of existing outbound lines.
为实现上述目的,根据本发明实施例的一个方面,提供了一种外呼资源处理方法,包括获取外呼任务,根据所述外呼任务的并发数量,配置对应于所述外呼任务的多个线路,以确定每个线路对应的并发数量和优先级;在所述多个线路中筛选得到第一线路,根据预设的比例,确定和每个第一线路的并发数量匹配的外呼流量,生成每个第一线路对应的哈希值,以通过所述哈希值将相应的外呼流量路由至对应的第一线路;监听每个第一线路的外呼成功率,响应于存在第一线路的外呼成功率低于预设的阈值,匹配得到优先级低于所述第一线路的第二线路,以将所述第一线路切换为所述第二线路。In order to achieve the above object, according to an aspect of the embodiments of the present invention, a method for processing outbound call resources is provided, including acquiring outbound call tasks, and configuring multiple outbound call tasks corresponding to the outbound call tasks according to the number of concurrent outbound call tasks. lines to determine the number of concurrent calls and priority corresponding to each line; the first line is obtained by screening the multiple lines, and according to the preset ratio, determine the outbound traffic that matches the number of concurrent calls of each first line. , generate a hash value corresponding to each first line, so as to route the corresponding outbound call traffic to the corresponding first line through the hash value; monitor the success rate of outbound calls of each first line, and respond to the existence of the first line The outbound call success rate of a line is lower than a preset threshold, and a second line with a lower priority than the first line is obtained through matching, so as to switch the first line to the second line.
可选地,配置对应于所述外呼任务的多个线路,包括:Optionally, configuring multiple lines corresponding to the outbound call task includes:
为所述外呼任务分配对应的主叫号码,以根据所述主叫号码确定所述外呼任务对应的线路服务商,进而在所述线路服务商包括的所有线路中基于所述外呼任务的并发数量进行线路的选取。Assigning a corresponding calling number to the outbound call task, so as to determine the line service provider corresponding to the outbound call task according to the calling number, and then in all lines included in the line service provider, based on the outbound call task The number of concurrent lines is selected.
可选地,确定每个线路对应的并发数量和优先级,包括:Optionally, determine the corresponding number and priority of each line, including:
确定所有的高优先级线路的并发数量之和大于等于所述外呼任务的并发数量;并且确定所有的次高优先级线路的并发数量之和大于等于任一高优先级线路的并发数量。Determining that the sum of the concurrent numbers of all high-priority lines is greater than or equal to the concurrent number of the outbound task; and determining that the sum of the concurrent numbers of all second-highest priority lines is greater than or equal to the concurrent number of any high-priority line.
可选地,包括:Optionally, include:
所述的第一线路包括所有的高优先级线路。The first line includes all high priority lines.
可选地,通过所述哈希值将相应的外呼流量路由至对应的第一线路,包括:Optionally, routing the corresponding outbound traffic to the corresponding first line according to the hash value includes:
响应于存在第一线路获取外呼流量失败,筛选得到优先级低于所述第一线路且并发数量大于等于所述第一线路的第二线路或多个第二线路,以使用所述第二线路或多个第二线路替代所述第一线路。In response to the failure of the first line to obtain outbound call traffic, filter to obtain a second line or multiple second lines with a priority lower than the first line and with a concurrent number greater than or equal to the first line, so as to use the second A line or a plurality of second lines replace said first lines.
可选地,监听每个第一线路的外呼成功率,包括:Optionally, monitoring the outgoing call success rate of each first line includes:
基于远程字典服务的哈希数据结构利用滑动窗口算法监听每个第一线路的外呼成功率。The hash data structure based on the remote dictionary service uses a sliding window algorithm to monitor the outbound success rate of each first line.
可选地,以将所述第一线路切换为所述第二线路,包括:Optionally, switching the first line to the second line includes:
生成对应于所述第二线路的哈希值,以通过所述哈希值将所述第一线路的外呼流量路由至所述第二线路。generating a hash value corresponding to the second line, so as to route outbound traffic of the first line to the second line through the hash value.
另外,本发明还提供了一种外呼资源处理装置,包括获取模块,用于根据所述外呼任务的并发数量,配置对应于所述外呼任务的多个线路,以确定每个线路对应的并发数量和优先级;配置模块,用于在所述多个线路中筛选得到第一线路,根据预设的比例,确定和每个第一线路的并发数量匹配的外呼流量,生成每个第一线路对应的哈希值,以通过所述哈希值将相应的外呼流量路由至对应的第一线路;监听模块,用于监听每个第一线路的外呼成功率,响应于存在第一线路的外呼成功率低于预设的阈值,匹配得到优先级低于所述第一线路的第二线路,以将所述第一线路切换为所述第二线路。In addition, the present invention also provides an outbound call resource processing device, including an acquisition module, configured to configure multiple lines corresponding to the outbound call task according to the concurrent number of outbound call tasks, so as to determine the corresponding The concurrent number and priority of each first line; the configuration module is used to filter out the first line from the plurality of lines, determine the outbound traffic that matches the concurrent number of each first line according to the preset ratio, and generate each The hash value corresponding to the first line, so that the corresponding outbound traffic is routed to the corresponding first line through the hash value; the monitoring module is used to monitor the success rate of outbound calls of each first line, and responds to the presence of The outbound call success rate of the first line is lower than a preset threshold, and a second line with a priority lower than the first line is obtained through matching, so as to switch the first line to the second line.
上述发明中的一个实施例具有如下优点或有益效果:本发明通过获取外呼任务,根据所述外呼任务的并发数量,配置对应于所述外呼任务的多个线路,以确定每个线路对应的并发数量和优先级,实现了接收外呼任务、并配置所述外呼任务对应的正常使用线路和灾备线路的过程,达到了确保所述外呼任务线路异常时存在灾备线路得以调度的效果;并且,本发明通过在所述多个线路中筛选得到第一线路,根据预设的比例,确定和每个第一线路的并发数量匹配的外呼流量,实现了对正常使用线路和灾备线路进行区分,并计算每个正常使用线路所需流量的过程,完成了对所述外呼任务的智能的线路配置,推进所述外呼任务进入执行阶段;同时,本发明通过生成每个第一线路对应的哈希值,以通过所述哈希值将相应的外呼流量路由至对应的第一线路,达到了使用哈希函数对每个正常使用线路进行区分标记并精准引流的效果,实现了对每个正常使用线路的流量支撑;此外,本发明通过监听每个第一线路的外呼成功率,响应于存在第一线路的外呼成功率低于预设的阈值,匹配得到优先级低于所述第一线路的第二线路,以将所述第一线路切换为所述第二线路,实现了利用滑动窗口监听每个正常使用线路的接通率的过程,达到了及时发现并替换异常线路的目的,从而提高了线路调度的效率。An embodiment of the above invention has the following advantages or beneficial effects: the present invention configures multiple lines corresponding to the outbound task according to the concurrent number of the outbound task by acquiring the outbound task, so as to determine the number of lines for each line The corresponding concurrency quantity and priority realize the process of receiving the outbound task and configuring the normal use line and disaster recovery line corresponding to the outbound task, so as to ensure that there is a disaster recovery line when the outbound task line is abnormal. The effect of scheduling; and, the present invention obtains the first line by screening the multiple lines, according to the preset ratio, determines the outbound flow that matches the concurrent quantity of each first line, and realizes the normal use line Distinguish it from the disaster recovery line, and calculate the required flow of each normal use line, complete the intelligent line configuration for the outbound task, and push the outbound task into the execution stage; meanwhile, the present invention generates The hash value corresponding to each first line, so that the corresponding outbound traffic is routed to the corresponding first line through the hash value, and the hash function is used to distinguish and mark each normally used line and accurately divert traffic The effect of realizing the traffic support for each normally used line; In addition, the present invention monitors the outbound success rate of each first line, in response to the outbound success rate of the first line being lower than the preset threshold, Matching to obtain a second line with a priority lower than the first line, so as to switch the first line to the second line, and realize the process of using a sliding window to monitor the connection rate of each normally used line, to achieve In order to discover and replace abnormal lines in time, the efficiency of line scheduling is improved.
上述的非惯用的可选方式所具有的进一步效果将在下文中结合具体实施方式加以说明。The further effects of the above-mentioned non-conventional alternatives will be described below in conjunction with specific embodiments.
附图说明Description of drawings
附图用于更好地理解本发明,不构成对本发明的不当限定。其中:The accompanying drawings are used to better understand the present invention, and do not constitute improper limitations to the present invention. in:
图1是根据本发明第一实施例的外呼资源处理方法的主要流程的示意图;FIG. 1 is a schematic diagram of the main flow of an outbound resource processing method according to a first embodiment of the present invention;
图2是根据本发明实施例的外呼任务关联结构示意图;FIG. 2 is a schematic diagram of an outbound task association structure according to an embodiment of the present invention;
图3是根据本发明实施例的外呼线路配置的示意图;Fig. 3 is a schematic diagram of outbound line configuration according to an embodiment of the present invention;
图4是根据本发明实施例的外呼线路调度的示意图;4 is a schematic diagram of outbound line scheduling according to an embodiment of the present invention;
图5是根据本发明实施例的使用滑动时间窗口监控外呼成功率的示意图;Fig. 5 is a schematic diagram of using a sliding time window to monitor the success rate of outbound calls according to an embodiment of the present invention;
图6是根据本发明第二实施例的外呼资源处理方法的主要流程的示意图;Fig. 6 is a schematic diagram of the main flow of the outbound resource processing method according to the second embodiment of the present invention;
图7是根据本发明第三实施例的外呼资源处理方法的主要流程的示意图;Fig. 7 is a schematic diagram of the main flow of the outbound resource processing method according to the third embodiment of the present invention;
图8是根据本发明第一实施例的外呼资源处理装置的主要模块的示意图;Fig. 8 is a schematic diagram of main modules of an outbound call resource processing device according to the first embodiment of the present invention;
图9是本发明实施例可以应用于其中的示例性系统架构图;FIG. 9 is an exemplary system architecture diagram to which the embodiment of the present invention can be applied;
图10是适于用来实现本发明实施例的终端设备或服务器的计算机系统的结构示意图。Fig. 10 is a schematic structural diagram of a computer system suitable for implementing a terminal device or a server according to an embodiment of the present invention.
具体实施方式Detailed ways
以下结合附图对本发明的示范性实施例做出说明,其中包括本发明实施例的各种细节以助于理解,应当将它们认为仅仅是示范性的。因此,本领域普通技术人员应当认识到,可以对这里描述的实施例做出各种改变和修改,而不会背离本发明的范围和精神。同样,为了清楚和简明,以下的描述中省略了对公知功能和结构的描述。Exemplary embodiments of the present invention are described below in conjunction with the accompanying drawings, which include various details of the embodiments of the present invention to facilitate understanding, and they should be regarded as exemplary only. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.
图1是根据本发明第一实施例的外呼资源处理方法的主要流程的示意图,如图1所示,所述外呼资源处理方法包括:Fig. 1 is a schematic diagram of the main flow of the method for processing outbound resources according to the first embodiment of the present invention. As shown in Fig. 1, the method for processing outbound resources includes:
步骤S101,获取外呼任务,根据所述外呼任务的并发数量,配置对应于所述外呼任务的多个线路,以确定每个线路对应的并发数量和优先级。Step S101, acquiring outbound call tasks, and configuring multiple lines corresponding to the outbound call tasks according to the concurrent number of outbound call tasks, so as to determine the corresponding concurrent number and priority of each line.
在一些实施例中,为了明确每个外呼任务对应的线路选取范围,同时对每个外呼任务相应的线路资源进行隔离,可以在配置对应于所述外呼任务的多个线路时,为所述外呼任务分配对应的主叫号码,以根据所述主叫号码确定所述外呼任务对应的线路服务商,进而在所述线路服务商包括的所有线路中基于所述外呼任务的并发数量进行线路的选取。In some embodiments, in order to clarify the line selection range corresponding to each outbound task and to isolate the line resources corresponding to each outbound task, when configuring multiple lines corresponding to the outbound task, for The outbound call task assigns the corresponding calling number, so as to determine the line service provider corresponding to the outbound call task according to the calling number, and then in all the lines included in the line service provider, based on the outbound call task The number of concurrent lines is selected.
示例的,如图2的外呼任务关联结构所示,图中为3个不同的外呼任务分别分配了三个不同的主叫号码,其中,主叫号码的设置不仅将对应的外呼任务成功关联至线路中台,而且确保不同的外呼任务间不存在线路资源的重叠,有助于发生异常情况时快速排查出问题线路,并且有效抑制了问题线路的波及范围。As an example, as shown in the outbound call task association structure in Figure 2, three different calling numbers are assigned to three different outbound calling tasks in the figure, wherein the setting of the calling number not only sets the corresponding outbound calling task Successfully associated with the line center, and ensure that there is no overlap of line resources between different outbound tasks, it is helpful to quickly troubleshoot the problem line when an abnormal situation occurs, and effectively suppress the spread of the problem line.
示例的,如图3中所示,图中命名的中文部分相同的多个线路对应于同一线路服务商,即图中的“红关1”,“红关2”和“红关3”归属于同一线路服务商,因此外呼任务需先确定对应的线路服务商,进而才能确定对应的多个线路。For example, as shown in Figure 3, multiple lines with the same Chinese part named in the figure correspond to the same line service provider, that is, "Hongguan 1", "Hongguan 2" and "Hongguan 3" in the figure belong to Therefore, the outbound call task needs to determine the corresponding line service provider first, and then the corresponding multiple lines can be determined.
在一些实施例中,每个主叫号码都对应于匹配好的多个线路服务商,更进一步的,每个线路服务商都对应于预设的多条外呼线路。上述配置的作用在于可以将每个外呼任务对应的多个外呼名单分发入对应的多个外呼线路中,避免出现一条外呼线路异常影响全部外呼名单的情况,达到了使用多条外呼线路分担线路异常的风险的效果。In some embodiments, each calling number corresponds to multiple matched line service providers, and further, each line service provider corresponds to multiple preset outbound lines. The function of the above configuration is that multiple outbound call lists corresponding to each outbound call task can be distributed to corresponding multiple outbound call lines, so as to avoid the situation that an outbound call line abnormality affects all outbound call lists, and achieve the goal of using multiple outbound call lists. Outbound lines share the effect of the risk of abnormal lines.
在一些实施例中,为了确定每个外呼任务存在对应的正常使用线路和灾备线路,可以在确定每个线路对应的并发数量和优先级时,确保所有的高优先级线路的并发数量之和大于等于所述外呼任务的并发数量;并且确保所有的次高优先级线路的并发数量之和大于等于任一高优先级线路的并发数量。其中,上述的高优先级线路即对应于正常使用线路,上述的次高优先级线路即对应于灾备线路。通过确保所有正常使用线路的并发数量之和大于外呼任务的并发数量之和,可以达到在不使用灾备线路的情况下提供一定的线路调度功能的效果;通过确保所有灾备线路并发数量之和大于等于任一正常使用线路的并发数量,可以达到对任何一条正常使用线路进行替换而不影响整体外呼任务的效果,进一步提高本发明的外呼资源处理系统的灾害应对能力。In some embodiments, in order to determine that there are corresponding normal use lines and disaster recovery lines for each outbound call task, when determining the concurrent number and priority corresponding to each line, it is possible to ensure that the concurrent number of all high-priority lines The sum is greater than or equal to the concurrent number of the outbound task; and it is ensured that the sum of the concurrent numbers of all second-highest priority lines is greater than or equal to the concurrent number of any high priority line. Wherein, the above-mentioned high-priority line corresponds to the normal use line, and the above-mentioned next-highest priority line corresponds to the disaster recovery line. By ensuring that the sum of the concurrent numbers of all normally used lines is greater than the sum of the concurrent numbers of outbound tasks, the effect of providing a certain line scheduling function without using disaster recovery lines can be achieved; by ensuring that the sum of the concurrent numbers of all disaster recovery lines If the sum is greater than or equal to the concurrent number of any normally used line, the effect of replacing any normally used line without affecting the overall outbound task can be achieved, further improving the disaster response capability of the outbound call resource processing system of the present invention.
示例的,如图3的外呼线路图配置所示,图中的外呼任务并发数量为1200,对所述外呼任务共配置了7条线路;其中高优先级的正常使用线路共5条,其并发数量之和为1500,略大于外呼任务的并发数量1200,以防灾备线路无法正常使用时可以进行一定限度的线路调整;其中次高优先级的线路共2条,其并发数量之和为600,等于图中的正常使用线路“红关2”的并发数量,也即是所有的正常使用线路中并发数量最高的线路,因此可以达到异常时使用灾备线路可以替换任何一个正常使用线路,而不会出现并发数量不足,对应的外呼任务受限的效果。For example, as shown in the configuration of the outbound call line diagram in Figure 3, the number of concurrent outbound call tasks in the figure is 1200, and a total of 7 lines are configured for the outbound call task; among them, there are 5 high-priority normal use lines , the sum of its concurrent numbers is 1500, which is slightly greater than the concurrent number of outbound tasks of 1200, in order to prevent a certain limit of line adjustments when the disaster recovery line cannot be used normally; among them, there are 2 lines with the second highest priority, and their concurrent numbers The sum is 600, which is equal to the number of concurrency of the normal line "Red Pass 2" in the figure, which is the line with the highest number of concurrency among all normal lines, so it can be used to replace any normal line when it is abnormal. Using the line, there will be no shortage of concurrent numbers, and the corresponding outbound tasks will be limited.
步骤S102,在所述多个线路中筛选得到第一线路,根据预设的比例,确定和每个第一线路的并发数量匹配的外呼流量,生成每个第一线路对应的哈希值,以通过所述哈希值将相应的外呼流量路由至对应的第一线路。Step S102: Screen the multiple lines to obtain the first line, determine the outbound call traffic matching the concurrent number of each first line according to a preset ratio, and generate a hash value corresponding to each first line, The corresponding outbound traffic is routed to the corresponding first line according to the hash value.
在一些实施例中,为了确保第一线路的并发数量充足,可以在筛选第一线路时,确保第一线路包括所有的高优先级线路。In some embodiments, in order to ensure that the number of concurrency of the first line is sufficient, when screening the first line, it may be ensured that the first line includes all high-priority lines.
在实施例中,可以使用Hash()%max函数对外呼流量进行分流,从而计算得到每个第一线路对应的外呼流量比例,并且通过使用murmurhash2函数对每个第一线路进行标记,以在分流时提示每个第一线路分别对应的流量比例,以将相应的外呼流量分流至对应的第一线路。通过此步骤的操作达到了对每个正常使用线路的外呼流量的正确分配的效果,因而将所述外呼任务的进程推进至执行阶段。In an embodiment, the Hash()%max function can be used to divide the outbound call traffic, so as to calculate the outbound call traffic ratio corresponding to each first line, and mark each first line by using the murmurhash2 function, so that in When splitting, the traffic ratio corresponding to each first line is prompted, so as to split the corresponding outbound traffic to the corresponding first line. Through the operation of this step, the effect of correctly allocating the outbound traffic of each normally used line is achieved, thus advancing the process of the outbound task to the execution stage.
在一些实施例中,为了确保外呼流量的正常分配以及正常使用,避免将外呼流量分配至异常线路的情况的发生,可以响应于存在第一线路获取外呼流量失败,筛选得到优先级低于所述第一线路且并发数量大于等于所述第一线路的第二线路或多个第二线路,以使用所述第二线路或多个第二线路替代所述第一线路。通过此步骤的操作及时发现并替换了异常线路,从而进一步保障了外呼任务的顺利进行。In some embodiments, in order to ensure the normal distribution and normal use of outbound call traffic and avoid the occurrence of allocation of outbound call traffic to abnormal lines, in response to the failure of the first line to obtain outbound call traffic, a low-priority A second line or multiple second lines on the first line with a concurrent number greater than or equal to the first line, so as to use the second line or multiple second lines instead of the first line. Through the operation of this step, the abnormal line is found and replaced in time, thereby further ensuring the smooth progress of the outbound call task.
示例的,如图4的外呼线路调度图所示,图4的上半部分为是原先筛选得到的5条第一线路分配外呼流量的过程,其中1-100的数字为每条第一线路对应分配的外呼流量的比例,可以理解为上述的哈希值的作用,即将对应比例的外呼流量路由至匹配的第一线路;图4的下半部分为发现“红关2”线路异常时,使用“众投1”线路和“众投2”线路替换“红关2”线路的示意图,因为当且仅当全部2条灾备线路(即“众投1”线路和“众投2”线路)的并发数量之和等于“红关2”线路的并发数量,因此需要使用全部2条灾备线路才可以保证外呼任务的外呼流量分配不受影响。As an example, as shown in the outbound call line scheduling diagram in Figure 4, the upper part of Figure 4 is the process of allocating outbound call traffic to the five first lines that were originally screened, where the numbers from 1 to 100 are the numbers of each first line The proportion of outbound call traffic assigned to a line can be understood as the function of the above hash value, that is, the corresponding proportion of outbound call traffic is routed to the matching first line; the lower part of Figure 4 is the discovery of the "
步骤S103,监听每个第一线路的外呼成功率,响应于存在第一线路的外呼成功率低于预设的阈值,匹配得到优先级低于所述第一线路的第二线路,以将所述第一线路切换为所述第二线路。Step S103, monitoring the success rate of outbound calls of each first line, in response to the fact that the success rate of outbound calls of the first line is lower than a preset threshold, matching a second line with a priority lower than the first line, to switching the first line to the second line.
在一些实施例中,为了提高监听的准确率,可以使用基于远程字典服务的哈希数据结构利用滑动窗口算法监听每个第一线路的外呼成功率。In some embodiments, in order to improve the monitoring accuracy, a hash data structure based on the remote dictionary service may be used to monitor the outgoing call success rate of each first line by using a sliding window algorithm.
示例的,如图5的滑动时间窗口监听示意图所示,图中设定的时间窗口为10分钟,以对多条外呼线路的外呼成功率进行动态监控,图中的示意为当line1出问题,如果此时优先级1的线路仍能满足请求并发则不需要切换,如果不能满足则可以实时切换到优先级为2的线路上去,例如右侧line4由亮(浅灰色)到暗(深灰色),而line1由暗(深灰色)到亮(浅灰色)的表示。For example, as shown in the schematic diagram of sliding time window monitoring in Figure 5, the time window set in the figure is 10 minutes to dynamically monitor the success rate of outbound calls of multiple outbound lines. The problem is, if the line with priority 1 can still meet the request concurrency at this time, there is no need to switch. If it cannot be satisfied, you can switch to the line with
在一些实施例中,为了将切换外呼线路的影响最小化,可以将所述第一线路切换为所述第二线路时,生成对应于所述第二线路的哈希值,以通过所述哈希值将所述第一线路的外呼流量路由至所述第二线路。In some embodiments, in order to minimize the impact of switching the outgoing call line, when the first line is switched to the second line, a hash value corresponding to the second line may be generated to pass the The hash value routes the outbound traffic of the first line to the second line.
图6是根据本发明第二实施例的外呼资源处理方法的主要流程的示意图,所述外呼资源处理方法包括:Fig. 6 is a schematic diagram of the main flow of a method for processing outbound resources according to a second embodiment of the present invention, the method for processing outbound resources includes:
步骤S601,获取外呼任务。Step S601, acquiring an outbound call task.
步骤S602,为所述外呼任务分配对应的主叫号码,以根据所述主叫号码确定所述外呼任务对应的线路服务商。Step S602, assigning a corresponding calling number to the outbound call task, so as to determine the line service provider corresponding to the outbound call task according to the calling number.
较佳地,所述主叫号码和对应的线路服务商的关系应为一对多的对应关系。Preferably, the relationship between the calling number and the corresponding line service provider should be a one-to-many relationship.
步骤S603,根据所述外呼任务的并发数量,在所述线路服务商包括的所有线路中选取对应于所述外呼任务的多个线路,并确定每个线路对应的并发数量和优先级。Step S603, according to the number of concurrent outbound call tasks, select a plurality of lines corresponding to the outbound call task from all the lines included in the line service provider, and determine the corresponding number of concurrent calls and the priority of each line.
较佳地,确定所有的高优先级线路的并发数量之和大于等于所述外呼任务的并发数量;并且确定所有的次高优先级线路的并发数量之和大于等于任一高优先级线路的并发数量。。Preferably, it is determined that the sum of the concurrent numbers of all high priority lines is greater than or equal to the concurrent number of the outbound task; and it is determined that the sum of the concurrent numbers of all second highest priority lines is greater than or equal to that of any high priority line concurrent number. .
步骤S604,筛选得到优先级为目标值的多个第一线路,根据预设的比例,确定和每个第一线路的并发数量匹配的外呼流量。In step S604, a plurality of first lines whose priority is the target value is obtained through screening, and according to a preset ratio, outbound call traffic matching the number of concurrent calls of each first line is determined.
较佳地,可以使用哈希函数对外呼流量进行分流,从而计算得到每个第一线路对应的外呼流量比例。Preferably, a hash function can be used to split the outbound call traffic, so as to calculate the proportion of outbound call traffic corresponding to each first line.
步骤S605,生成每个第一线路对应的哈希值,以通过所述哈希值将相应的外呼流量路由至对应的第一线路。Step S605, generating a hash value corresponding to each first line, so as to route corresponding outbound call traffic to the corresponding first line through the hash value.
步骤S606,响应于存在第一线路获取外呼流量失败,筛选得到优先级低于所述第一线路且并发数量大于等于所述第一线路的第二线路或多个第二线路,以使用所述第二线路或多个第二线路替代所述第一线路。Step S606, in response to the failure of the first line to obtain outbound call traffic, screen and obtain a second line or multiple second lines with a priority lower than the first line and with a concurrent number greater than or equal to the first line, so as to use the The second line or lines replace the first line.
步骤S607,利用滑动窗口算法监听每个已分配外呼流量的线路的外呼成功率。Step S607, using the sliding window algorithm to monitor the outbound call success rate of each line that has allocated outbound call traffic.
图7是根据本发明第三实施例的外呼资源处理方法的主要流程的示意图,所述外呼资源处理方法包括:Fig. 7 is a schematic diagram of a main flow of a method for processing outbound resources according to a third embodiment of the present invention, the method for processing outbound resources includes:
步骤S701,获取外呼任务。Step S701, acquiring an outbound call task.
步骤S702,为所述外呼任务分配对应的主叫号码,以根据所述主叫号码确定所述外呼任务对应的线路服务商。Step S702, assigning a corresponding calling number to the outbound call task, so as to determine the line service provider corresponding to the outbound call task according to the calling number.
较佳地,所述主叫号码和对应的线路服务商的关系应为一对多的对应关系。Preferably, the relationship between the calling number and the corresponding line service provider should be a one-to-many relationship.
步骤S703,根据所述外呼任务的并发数量,在所述线路服务商包括的所有线路中选取对应于所述外呼任务的多个线路,并确定每个线路对应的并发数量和优先级。Step S703, according to the number of concurrent outbound call tasks, select a plurality of lines corresponding to the outbound call task from all the lines included in the line service provider, and determine the corresponding number of concurrent calls and the priority of each line.
较佳地,确定所有的高优先级线路的并发数量之和大于等于所述外呼任务的并发数量;并且确定所有的次高优先级线路的并发数量之和大于等于任一高优先级线路的并发数量。。Preferably, it is determined that the sum of the concurrent numbers of all high priority lines is greater than or equal to the concurrent number of the outbound task; and it is determined that the sum of the concurrent numbers of all second highest priority lines is greater than or equal to that of any high priority line concurrent number. .
步骤S704,筛选得到优先级为目标值的多个第一线路,根据预设的比例,确定和每个第一线路的并发数量匹配的外呼流量。In step S704, a plurality of first lines whose priority is the target value is obtained through screening, and according to a preset ratio, outbound call traffic matching the number of concurrent calls of each first line is determined.
较佳地,可以使用哈希函数对外呼流量进行分流,从而计算得到每个第一线路对应的外呼流量比例。Preferably, a hash function can be used to split the outbound call traffic, so as to calculate the proportion of outbound call traffic corresponding to each first line.
步骤S705,生成每个第一线路对应的哈希值,以通过所述哈希值将相应的外呼流量路由至对应的第一线路。Step S705, generating a hash value corresponding to each first line, so as to route corresponding outbound call traffic to the corresponding first line through the hash value.
步骤S706,利用滑动窗口算法监听每个第一线路的外呼成功率。Step S706, using the sliding window algorithm to monitor the outbound call success rate of each first line.
步骤S707,响应于存在第一线路的外呼成功率低于预设的阈值,筛选得到优先级低于所述第一线路且并发数量大于等于所述第一线路的第二线路或多个第二线路。Step S707, in response to the fact that the outbound call success rate of the first line is lower than the preset threshold, the second line or multiple second lines with a priority lower than the first line and a concurrent number greater than or equal to the first line are obtained by screening. Second line.
步骤S708,生成对应于所述第二线路或多个第二线路的哈希值,以通过所述哈希值将所述第一线路的外呼流量路由至所述第二线路。Step S708, generating a hash value corresponding to the second line or multiple second lines, so as to route the outbound traffic of the first line to the second line through the hash value.
步骤S709,从而将所述第一线路切换为所述第二线路或所述多个第二线路。Step S709, thereby switching the first line to the second line or the multiple second lines.
图8是根据本发明实施例的外呼资源处理装置的主要模块的示意图,如图8所示,所述外呼资源处理装置800包括获取模块801、配置模块802和监听模块803。其中,获取模块801获取外呼任务,根据所述外呼任务的并发数量,配置对应于所述外呼任务的多个线路,以确定每个线路对应的并发数量和优先级;配置模块802在所述多个线路中筛选得到第一线路,根据预设的比例,确定和每个第一线路的并发数量匹配的外呼流量,生成每个第一线路对应的哈希值,以通过所述哈希值将相应的外呼流量路由至对应的第一线路;监听模块803监听每个第一线路的外呼成功率,响应于存在第一线路的外呼成功率低于预设的阈值,匹配得到优先级低于所述第一线路的第二线路,以将所述第一线路切换为所述第二线路。FIG. 8 is a schematic diagram of main modules of an outbound resource processing device according to an embodiment of the present invention. As shown in FIG. 8 , the outbound
在一些实施例中,获取模块801,配置对应于所述外呼任务的多个线路时,还用于:为所述外呼任务分配对应的主叫号码,以根据所述主叫号码确定所述外呼任务对应的线路服务商,进而在所述线路服务商包括的所有线路中基于所述外呼任务的并发数量进行线路的选取。In some embodiments, the obtaining
在一些实施例中,获取模块801,确定每个线路对应的并发数量和优先级,还用于:确定所有的高优先级线路的并发数量之和大于等于所述外呼任务的并发数量;并且确定所有的次高优先级线路的并发数量之和大于等于任一高优先级线路的并发数量。In some embodiments, the obtaining
在一些实施例中,配置模块802,还用于:确定所述的第一线路包括所有的高优先级线路。In some embodiments, the
在一些实施例中,配置模块802,通过所述哈希值将相应的外呼流量路由至对应的第一线路时,还用于:响应于存在第一线路获取外呼流量失败,筛选得到优先级低于所述第一线路且并发数量大于等于所述第一线路的第二线路或多个第二线路,以使用所述第二线路或多个第二线路替代所述第一线路。In some embodiments, when the
在一些实施例中,监听模块803,监听每个第一线路的外呼成功率时,还用于:基于远程字典服务的哈希数据结构利用滑动窗口算法监听每个第一线路的外呼成功率。In some embodiments, the
在一些实施例中,监听模块803,将所述第一线路切换为所述第二线路时,还用于:生成对应于所述第二线路的哈希值,以通过所述哈希值将所述第一线路的外呼流量路由至所述第二线路。In some embodiments, the
需要说明的是,在本发明所述外呼资源处理方法和所述外呼资源处理装置在具体实施内容上具有相应关系,故重复内容不再说明。It should be noted that there is a corresponding relationship between the outbound resource processing method and the outbound resource processing device in the present invention, so the repeated content will not be described again.
图9示出了可以应用本发明实施例的外呼资源处理方法或外呼资源处理装置的示例性系统架构900。Fig. 9 shows an
如图9所示,系统架构900可以包括终端设备901、902、903,网络904和服务器905。网络904用以在终端设备901、902、903和服务器905之间提供通信链路的介质。网络904可以包括各种连接类型,例如有线、无线通信链路或者光纤电缆等等。As shown in FIG. 9 , a
用户可以使用终端设备901、902、903通过网络904与服务器905交互,以接收或发送消息等。终端设备901、902、903上可以安装有各种通讯客户端应用。Users can use
终端设备901、902、903可以是具有外呼资源处理屏并且支持网页浏览的各种电子设备,包括但不限于智能手机、平板电脑、膝上型便携计算机和台式计算机等等。The
服务器905可以是提供各种服务的服务器,例如对用户利用终端设备901、902、903提供支持的后台管理服务器(仅为示例)。后台管理服务器可以对接收到的产品信息查询请求等数据进行分析等处理,并将处理结果(例如目标推送信息、产品信息--仅为示例)反馈给终端设备。The
需要说明的是,本发明实施例所提供的外呼资源处理方法一般由服务器905执行,相应地,计算装置一般设置于服务器905中。It should be noted that the method for processing outbound call resources provided by the embodiment of the present invention is generally executed by the
应该理解,图9中的终端设备、网络和服务器的数目仅仅是示意性的。根据实现需要,可以具有任意数目的终端设备、网络和服务器。It should be understood that the numbers of terminal devices, networks and servers in FIG. 9 are only illustrative. According to the implementation needs, there can be any number of terminal devices, networks and servers.
下面参考图10,其示出了适于用来实现本发明实施例的终端设备的计算机系统1000的结构示意图。图10示出的终端设备仅仅是一个示例,不应对本发明实施例的功能和使用范围带来任何限制。Referring now to FIG. 10 , it shows a schematic structural diagram of a
如图10所示,计算机系统1000包括中央处理单元(CPU)1001,其可以根据存储在只读存储器(ROM)1002中的程序或者从存储部分1008加载到随机访问存储器(RAM)1003中的程序而执行各种适当的动作和处理。在RAM1003中,还存储有计算机系统1000操作所需的各种程序和数据。CPU1001、ROM1002以及RAM1003通过总线1004彼此相连。输入/输出(I/O)接口1005也连接至总线1004。As shown in FIG. 10 , a
以下部件连接至I/O接口1005:包括键盘、鼠标等的输入部分1006;包括诸如阴极射线管(CRT)、液晶外呼资源处理器(LCD)等以及扬声器等的输出部分1007;包括硬盘等的存储部分1008;以及包括诸如LAN卡、调制解调器等的网络接口卡的通信部分1009。通信部分1009经由诸如因特网的网络执行通信处理。驱动器1010也根据需要连接至I/O接口1005。可拆卸介质1011,诸如磁盘、光盘、磁光盘、半导体存储器等等,根据需要安装在驱动器1010上,以便于从其上读出的计算机程序根据需要被安装入存储部分1008。The following components are connected to the I/O interface 1005: an
特别地,根据本发明公开的实施例,上文参考流程图描述的过程可以被实现为计算机软件程序。例如,本发明公开的实施例包括一种计算机程序产品,其包括承载在计算机可读介质上的计算机程序,该计算机程序包含用于执行流程图所示的方法的程序代码。在这样的实施例中,该计算机程序可以通过通信部分1009从网络上被下载和安装,和/或从可拆卸介质1011被安装。在该计算机程序被中央处理单元(CPU)1001执行时,执行本发明的系统中限定的上述功能。In particular, according to the disclosed embodiments of the present invention, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, the disclosed embodiments of the present invention include a computer program product, which includes a computer program carried on a computer-readable medium, where the computer program includes program codes for executing the methods shown in the flowcharts. In such an embodiment, the computer program may be downloaded and installed from a network via
需要说明的是,本发明所示的计算机可读介质可以是计算机可读信号介质或者计算机可读存储介质或者是上述两者的任意组合。计算机可读存储介质例如可以是——但不限于——电、磁、光、电磁、红外线、或半导体的系统、装置或器件,或者任意以上的组合。计算机可读存储介质的更具体的例子可以包括但不限于:具有一个或多个导线的电连接、便携式计算机磁盘、硬盘、随机访问存储器(RAM)、只读存储器(ROM)、可擦式可编程只读存储器(EPROM或闪存)、光纤、便携式紧凑磁盘只读存储器(CD-ROM)、光存储器件、磁存储器件、或者上述的任意合适的组合。在本发明中,计算机可读存储介质可以是任何包含或存储程序的有形介质,该程序可以被指令执行系统、装置或者器件使用或者与其结合使用。而在本发明中,计算机可读的信号介质可以包括在基带中或者作为载波一部分传播的数据信号,其中承载了计算机可读的程序代码。这种传播的数据信号可以采用多种形式,包括但不限于电磁信号、光信号或上述的任意合适的组合。计算机可读的信号介质还可以是计算机可读存储介质以外的任何计算机可读介质,该计算机可读介质可以发送、传播或者传输用于由指令执行系统、装置或者器件使用或者与其结合使用的程序。计算机可读介质上包含的程序代码可以用任何适当的介质传输,包括但不限于:无线、电线、光缆、RF等等,或者上述的任意合适的组合。It should be noted that the computer-readable medium shown in the present invention may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. A computer readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or device, or any combination thereof. More specific examples of computer-readable storage media may include, but are not limited to, electrical connections with one or more wires, portable computer diskettes, hard disks, random access memory (RAM), read-only memory (ROM), erasable Programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk read-only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination of the above. In the present invention, a computer-readable storage medium may be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system, apparatus, or device. In the present invention, however, a computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, in which computer-readable program codes are carried. Such propagated data signals may take many forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the foregoing. A computer-readable signal medium may also be any computer-readable medium other than a computer-readable storage medium, which can send, propagate, or transmit a program for use by or in conjunction with an instruction execution system, apparatus, or device. . Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
附图中的流程图和框图,图示了按照本发明各种实施例的系统、方法和计算机程序产品的可能实现的体系架构、功能和操作。在这点上,流程图或框图中的每个方框可以代表一个模块、程序段、或代码的一部分,上述模块、程序段、或代码的一部分包含一个或多个用于实现规定的逻辑功能的可执行指令。也应当注意,在有些作为替换的实现中,方框中所标注的功能也可以以不同于附图中所标注的顺序发生。例如,两个接连地表示的方框实际上可以基本并行地执行,它们有时也可以按相反的顺序执行,这依所涉及的功能而定。也要注意的是,框图或流程图中的每个方框、以及框图或流程图中的方框的组合,可以用执行规定的功能或操作的专用的基于硬件的系统来实现,或者可以用专用硬件与计算机指令的组合来实现。The flowchart and block diagrams in the Figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in a flowchart or block diagram may represent a module, program segment, or portion of code that includes one or more logical functions for implementing specified executable instructions. It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or they may sometimes be executed in the reverse order, depending upon the functionality involved. It should also be noted that each block in the block diagrams or flowchart illustrations, and combinations of blocks in the block diagrams or flowchart illustrations, can be implemented by a dedicated hardware-based system that performs the specified function or operation, or can be implemented by a A combination of dedicated hardware and computer instructions.
描述于本发明实施例中所涉及到的模块可以通过软件的方式实现,也可以通过硬件的方式来实现。所描述的模块也可以设置在处理器中,例如,可以描述为:一种处理器包括获取模块、配置模块和监听模块。其中,这些模块的名称在某种情况下并不构成对该模块本身的限定。The modules involved in the embodiments described in the present invention may be implemented by software or by hardware. The described modules can also be set in a processor, for example, it can be described as: a processor includes an acquisition module, a configuration module and a monitoring module. Wherein, the names of these modules do not constitute a limitation on the module itself under certain circumstances.
作为另一方面,本发明还提供了一种计算机可读介质,该计算机可读介质可以是上述实施例中描述的设备中所包含的;也可以是单独存在,而未装配入该设备中。上述计算机可读介质承载有一个或者多个程序,当上述一个或者多个程序被一个该设备执行时,使得该设备包括获取外呼任务,根据所述外呼任务的并发数量,配置对应于所述外呼任务的多个线路,以确定每个线路对应的并发数量和优先级;在所述多个线路中筛选得到第一线路,根据预设的比例,确定和每个第一线路的并发数量匹配的外呼流量,生成每个第一线路对应的哈希值,以通过所述哈希值将相应的外呼流量路由至对应的第一线路;监听每个第一线路的外呼成功率,响应于存在第一线路的外呼成功率低于预设的阈值,匹配得到优先级低于所述第一线路的第二线路,以将所述第一线路切换为所述第二线路。As another aspect, the present invention also provides a computer-readable medium. The computer-readable medium may be contained in the device described in the above embodiments, or it may exist independently without being assembled into the device. The above-mentioned computer-readable medium carries one or more programs, and when the above-mentioned one or more programs are executed by one device, the device includes acquiring an outbound call task, and according to the number of concurrent outbound call tasks, configure the corresponding multiple lines of the outbound call task to determine the number of concurrency and priority corresponding to each line; the first line is obtained from the multiple lines, and the concurrency with each first line is determined according to the preset ratio For outbound call traffic with a matching quantity, generate a hash value corresponding to each first line, so as to route the corresponding outbound call traffic to the corresponding first line through the hash value; monitor the successful outbound call of each first line rate, in response to the fact that the outbound call success rate of the first line is lower than the preset threshold, a second line with a priority lower than the first line is obtained through matching, so as to switch the first line to the second line .
根据本发明实施例的技术方案,能够解决现有外呼线路调度效率低的技术问题。According to the technical solutions of the embodiments of the present invention, the technical problem of low scheduling efficiency of existing outbound lines can be solved.
上述具体实施方式,并不构成对本发明保护范围的限制。本领域技术人员应该明白的是,取决于设计要求和其他因素,可以发生各种各样的修改、组合、子组合和替代。任何在本发明的精神和原则之内所作的修改、等同替换和改进等,均应包含在本发明保护范围之内。The above specific implementation methods do not constitute a limitation to the protection scope of the present invention. It should be apparent to those skilled in the art that various modifications, combinations, sub-combinations and substitutions may occur depending on design requirements and other factors. Any modifications, equivalent replacements and improvements made within the spirit and principles of the present invention shall be included within the protection scope of the present invention.
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