CN116886822A - Virtual calling method, system and terminal based on call center platform - Google Patents
Virtual calling method, system and terminal based on call center platform Download PDFInfo
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Abstract
The application relates to the technical field of call center platforms, and solves the technical problem that the conventional virtual call center cannot monitor sudden abnormal call events in real time and predict and judge risks, in particular to a virtual call method, a system and a terminal based on the call center platform, wherein the method comprises the following steps: s1, acquiring call information with an abnormal statement from a monitoring end of a CTI platform; s2, constructing a call event evaluation model for analyzing proportional risks in call information based on the Cox model. The application can improve the real-time monitoring and subsequent risk prediction of the call center platform on the call content, thereby facilitating the call center platform to make timely risk avoidance and alarm processing measures according to the proportional risk probability, being beneficial to standardizing the call transaction of the virtual call system and enhancing the prediction capability of risk events.
Description
Technical Field
The present application relates to the field of call center platforms, and in particular, to a virtual call method, system and terminal based on a call center platform.
Background
In the application of the virtual call center, the construction of the call center is introduced into the network service from the network edge, and the operator provides the call center function by loading the service on the intelligent network, so that the existing intelligent network resource is fully utilized, and a great amount of investment and maintenance cost of enterprises can be saved.
However, in the processing process of the call transaction, when some abnormal call events related to public safety hazard or personal safety hazard or serious violation of public welfare are encountered, the processing capacity of the current virtual call center for the abnormal call events is weak, and particularly, the real-time monitoring and risk prediction judgment for the abnormal call events are performed, so that the call center platform cannot timely make evasion and alarm processing measures according to the proportional risk probability of the abnormal call events, which is not beneficial to improving the safety of the virtual call system.
Disclosure of Invention
Aiming at the defects of the prior art, the application provides a virtual calling method, a virtual calling system and a virtual calling terminal based on a call center platform, which solve the technical problem that the conventional virtual call center cannot monitor sudden abnormal call events in real time and predict and judge risks.
In order to solve the technical problems, the application provides the following technical scheme: a virtual call method based on a call center platform, the method comprising the steps of:
s1, acquiring call information with an abnormal statement from a monitoring end of a CTI platform;
s2, constructing a call event evaluation model for analyzing proportional risks in call information based on a Cox model, wherein the expression of the call event evaluation model is as follows:
S(T|X)＝SO(T)h(X`β)
in the above formula, the proportional risk probability of the call information under the S (T|X) covariates X, SO (T) is a standard survival function of the proportional risk probability, h (X|beta) is a known quantity of the Cox model, and h (X|beta) is an action function of the covariates X;
wherein h represents an invalid function of an abnormal statement in the call information, and a calculation formula of the invalid function h is as follows:
h＝-X`β+ε
in the above formula, X' represents a response variable taking a covariate X as an independent variable, beta is a regression coefficient of a proportional risk probability multiplication part, and epsilon is a time increment;
s3, inputting the call information into a call event evaluation model to judge whether the call information is a risk event or not;
if yes, enter step S4;
if not, returning to the step S1;
s4, marking the risk event and sending the risk event to the call center platform.
Further, in step S3, specifically, the proportional risk probability of each piece of call information is calculated through the call event evaluation model, and compared with the threshold F, if the probability is greater than the threshold F, the probability is the risk event, if the probability is less than the threshold F, the probability is the common event, and the value of the threshold F is 0.25.
Further, in step S2, the expression of the Cox model is:
S(T|X)＝S O (T) exp(Xβ)
in the above, the proportional risk probability of the call information under the S (T|X) covariates X, S O (T) is a reference survival function of the proportional risk probability, is a known quantity in the Cox model, exp (Xbeta) is a function of the covariate X.
The technical scheme also provides a virtual calling system based on the call center platform, the virtual calling system adopts a layered architecture, and the layered architecture comprises:
the application access layer is used for external application access and core network access, the external application access comprises a CIN-DCP application system and a service application system, and the core network comprises a relay gateway, a 5G gateway, a Sip gateway and an MMAG multimedia gateway;
the media access layer is in communication connection with the application access layer through an SIP protocol and is used for core call control and multimedia processing, including call access, media connection, coding and decoding conversion and recording;
the call control layer is used for providing IVR control, manual transfer, conference, media control and callback selectable functions for the virtual call system;
the capability engine layer is used for providing intelligent service and knowledge base service functions, and comprises a natural language understanding module, a self-learning module and a knowledge base;
the data storage layer is used for providing mysql database and memory database capabilities;
and the management configuration layer is used for conventionally managing and reconfiguring the virtual call system of the hierarchical architecture and comprises system configuration, application configuration, user management, statistical report form and knowledge base management.
Further, the virtual call system also comprises an exchange cooperation control platform for realizing data exchange between the exchange domain and the calculation domain in the network CT server, and the exchange cooperation control platform consists of an equipment control module, a connection control module, an event processing module and a call processing module.
Further, the device control module is responsible for the processing subprocess of the CTX switching device, the logic device is managed by the device and maintains the state record of each device by a unique identification number, the record of each device is updated after the notification of the seat interface is received, and the switching cooperation control platform requests to monitor each device port through the seat interface;
the connection control module is responsible for the processing subprocess of CTX exchange equipment connection, controlling the relation between equipment and calls, maintaining the state of each established connection, and reporting the state change to the seat through a CTI interface;
the event processing module is responsible for the processing subprocess of the CTX exchange equipment event, and sends the call related event received from the SCP to the seat end in a format which can be understood by the seat software;
the call processing module is responsible for the processing procedure of the TEL processing program, is closely related to call connection, and maintains various states of the telephone in a call.
Further, the exchange domain and the calculation domain adopt a Client/server structure to carry out two-way communication, the exchange domain and the calculation domain form two functional domains of the virtual call system in function, the two functional domains are composed of a first layer and a second layer, the calculation functional part corresponding to the calculation domain requests service from the exchange functional part corresponding to the exchange domain in the first layer and the second layer, all sent requests finally receive response messages, and event reports related to exchange are sent to the calculation domain from the exchange domain.
The technical scheme also provides a terminal of the virtual call system, and the virtual call terminal consists of a SoftACD unified communication platform, an IVR platform, a recording media system, a CTI platform and a management support system.
Further, the SoftACD unified communication platform is a unified communication control system based on SIP, and comprises a unified call processing SIP server, a unified message module UMS, and a multimedia unified access gateway MMAG, which support unified processing of voice, video and message, and perform unified session control through SIP;
the IVR platform is used for providing an automatic service function of the virtual calling system, comprising a voice function and a video IVR function, adopts an IP mode, and is separated from media based on control of a unified communication architecture and is divided into an IVR control server and an IVR media server;
the recording media system is used for providing a recording function of the virtual calling system, adopts a conference bridge centralized recording mode, realizes centralized conference recording by a software integrated communication platform through controlling the conference function of a media server, supports distributed recording at a seat side, and records by a VoIP terminal of a seat control;
the CTI platform is used for realizing the access and monitoring of calls for the lower connection softACD unified communication platform and providing an interface for the call center platform to realize the monitoring of call information, and is used for providing global resource management and manual service queuing, routing and state monitoring functions and supporting the sign-on and call control of seats;
the management support system is used for customizing support tools for operation management maintenance and business processes of the call center platform.
Further, the SoftACD unified communication platform, the IVR platform, the recording media system, the CTI platform and the management support system adopt SIP signaling and XML message interaction, and the interaction between processes is through standard SIP signaling and INES message queues.
By means of the technical scheme, the application provides a virtual calling method, a virtual calling system and a virtual calling terminal based on a call center platform, which at least have the following beneficial effects:
1. the virtual calling method provided by the application realizes risk prediction on the calling information containing the abnormal calling event, and evaluates whether the calling information has harm according to the proportional risk probability corresponding to the risk event, so that the real-time monitoring and subsequent risk prediction of the calling content by the call center platform can be improved, the timely risk avoidance and alarm processing measures can be conveniently made by the call center platform according to the proportional risk probability, the standardization of the calling transaction of the virtual calling system is facilitated, and the prediction capability of the risk event is enhanced.
2. The virtual calling system provided by the application ensures that the virtual calling is a logically completely independent entity, has the function of a complete call center platform, has no difference with a physical call center in use, and has independent data spaces, wherein the data spaces are completely isolated logically and have no data security problem, so that the access interfaces provided by the virtual calling system are consistent, are not isolated on the interfaces, but are isolated on the underlying data spaces, and the security between data is improved.
3. The terminal of the virtual calling system provided by the application can integrate multiple media into the working interface and service flow of the seat, perform unified interaction and management of the multiple media, realize more flexible and effective communication, and the background of the virtual calling system can perform unified routing on the multimedia, manage the seat according to multiple skills, and realize optimized management and scheduling of human resources. Meanwhile, unified KPI, quality inspection and monitoring and reporting provides rich tools and strong capabilities for management and data analysis of a call center platform, and helps enterprises to further improve resource scheduling and management levels.
Drawings
The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this specification, illustrate embodiments of the application and together with the description serve to explain the application and do not constitute a limitation on the application. In the drawings:
FIG. 1 is a flow chart of a virtual call method of the present application;
FIG. 2 is a schematic diagram of the layered architecture of the virtual call system of the present application;
FIG. 3 is a schematic diagram of multiple access functions of the SoftACD unified communications platform of the present application;
fig. 4 is a schematic block diagram of the modules of the exchange cooperative control platform of the present application.
Detailed Description
In order that the above-recited objects, features and advantages of the present application will become more readily apparent, a more particular description of the application will be rendered by reference to the appended drawings and appended detailed description. Therefore, the realization process of how to apply the technical means to solve the technical problems and achieve the technical effects can be fully understood and implemented.
Those of ordinary skill in the art will appreciate that all or a portion of the steps in a method of implementing an embodiment may be implemented by a program to instruct related hardware and thus that the application may take the form of an entirely hardware embodiment, an entirely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
Referring to fig. 1, the present embodiment provides a virtual calling method based on a call center platform, the virtual calling method is applied to a CTI platform in a virtual calling system, and a Cox model is based on evaluating a call event risk of a CTI for monitoring upper call information, the virtual calling method includes the following steps:
s1, call information with abnormal sentences is obtained from a monitoring end of a CTI platform, in the step, the abnormal sentences mainly relate to abnormal call events related to public safety hazard or personal safety hazard or serious violation of public sequence colloquial, the detection of the abnormal sentences is completed by a voice detection system of a call center platform, and the detection is taken as the existing telephone traffic monitoring technical means, in the embodiment, only the call information marked as potential safety hazards is directly obtained, so that detailed description is omitted.
S2, constructing a call event evaluation model for analyzing proportional risks in call information based on the Cox model; the expression of the Cox model is:
S(T|X)＝S O (T) exp(Xβ)
in the above, the proportional risk probability of the call information under the S (T|X) covariates X, S O (T) is a reference survival function of the proportional risk probability, is a known quantity in the Cox model, exp (Xbeta) is a function of the covariate X.
In step S2, the expression of the call event evaluation model is:
S(T|X)＝S O (T) h(X`β)
in the above, the proportional risk probability of the call information under the S (T|X) covariates X, S O (T) is a reference survival function of the proportional risk probability, is a known quantity of the Cox model, and h (X' beta) is an action function of the covariate X.
Wherein h represents an invalid function of an abnormal statement in the call information, and a calculation formula of the invalid function h is as follows:
h＝-X`β+ε
in the above expression, X' represents a response variable having a covariate X as an independent variable, β is a regression coefficient of the proportional risk probability multiplication section, and ε is a time increment.
S3, inputting the call information into a call event evaluation model to judge whether the call information is a risk event or not;
if yes, enter step S4;
if not, returning to the step S1;
in step S3, the proportional risk probability of each piece of call information is calculated through the call event evaluation model, and compared with the threshold F, if the probability is greater than the threshold F, the risk event is the risk event, and if the probability is less than the threshold F, the risk event is the common event, and in this embodiment, the value of the threshold F is 0.25.
S4, marking the risk event and sending the risk event to the call center platform.
The call information of the risk event is judged through the call event evaluation model, and is sent to the call center platform after being marked by the CTI platform, so that the risk prediction of the call information containing the abnormal call event is realized, whether the call information has harm or not is evaluated according to the proportional risk probability corresponding to the risk event, the real-time monitoring of the call content and the subsequent risk prediction of the call center platform can be improved, the call center platform can conveniently make timely risk avoidance and alarm processing measures according to the proportional risk probability, the call transaction of the virtual call system is standardized, and the prediction capability of the risk event is enhanced.
Referring to fig. 2, a schematic diagram of a layered architecture of a virtual call system provided in this embodiment is shown, and the virtual call system based on a call center platform adopts a layered architecture, where the layered architecture comprises:
the application access layer is used for external application access and core network access, the external application access comprises a CIN-DCP application system and a service application system, and the core network comprises a relay gateway, a 5G gateway, a Sip gateway and an MMAG multimedia gateway;
the CIN-DCP application system comprises: the system comprises an operation management system, built-in seat software (OCX control and telephone bar, built-in SIP soft phone), quality inspection seat software (providing seat monitoring function), outbound management application, reporting system, VXML editor, IVR-SCE (providing visual IVR flow editing), and can provide perfect operation maintenance management, monitoring maintenance, IVR editing function and powerful outbound management function.
The business application system comprises: the incoming call system provides CRM customer resource management and incoming call screen display; the outbound system provides an outbound marketing system and defines automatic outbound task and number allocation; the work order system can enable enterprises to customize personalized chemical orders by themselves; project management is convenient for enterprises to operate; and supporting the access and integration of the enterprise's own system.
The media access layer is in communication connection with the application access layer through an SIP protocol and is used for core call control and multimedia processing, including call access, media connection, coding and decoding conversion and recording;
the layered architecture provides an all-media architecture with a large variety of media access and processing capabilities, and in order to continuously expand support for more media access, the media access layer includes traditional media, video call centers, and internet media, wherein:
traditional media: the method supports access and processing of multimedia such as fax, short message, email and the like, and the seat can inform through the short message and Email, and can accept business through the short message, email and fax.
Video call center: the video capability is comprehensively supported, the automatic interaction of a video seat and a video IVR is realized, the advanced MediaBuilder dynamic video technology is realized, the video TTS function is realized, and static data such as characters, pictures and the like are pushed to a client in real time through the video.
Internet media: the access of new media such as webchat and Wechat helps the integration of enterprises and social networks, has strong expansion capacity, and meets the continuously developed internet communication demands.
The call control layer is used for providing IVR control, manual transfer, conference, media control and callback selectable functions for the virtual call system;
the capability engine layer is used for providing intelligent service and knowledge base service functions, and comprises a natural language understanding module, a self-learning module and a knowledge base;
the data storage layer is used for providing mysql database and memory database capabilities;
the management configuration layer is used for conventionally managing and reconfiguring the virtual call system of the hierarchical architecture and comprises system configuration, application configuration, user management, statistical report form and knowledge base management.
The whole system adopts a layered architecture and a unified communication architecture to plan, so that the system has clear hierarchical structure, clear interface, good expansibility, supports multiple network fusion access and flexible expansion of multimedia access, has good expansion capability for processing multimedia, and can cope with various novel social media and IM instant message media which are layered in the Internet, such as microblog supporting new waves, fox searching, messenger and more platforms, and the flexible expansion can be realized only by adding a gateway module without modification in the background.
The embodiment also provides a terminal of the virtual calling system, the virtual calling terminal is composed of a SoftACD unified communication platform, an IVR platform, a recording media system, a CTI platform and a management support system, and the service support system with perfect functions comprises an operation management platform, a configuration management platform, a quality inspection monitoring system, a report system, an alarm system and an IVR service flow tool SCE, and has good integration capability with a third party TTS and an ASR.
As shown in fig. 3, the SoftACD unified communication platform supports multiple access modes to coexist, has the capability of accessing multiple switching networks to simultaneously access, and the softswitch system of the SoftACD unified communication platform has the functions of perfecting a switching routing module and a number analysis processing module, supports complete virtual relay management, access relay number conversion, routing according to calling and called numbers, regular expressions and the like, can flexibly adjust an access scheme according to relevant access specifications of telecom group companies and Fujian provinces, and meets the requirements of network access diversification and fusion.
The SoftACD unified communication platform is a unified communication control system based on SIP, and comprises a unified call processing SIP server, a unified message module UMS, and a multimedia unified access gateway MMAG, which support unified processing of voice, video and message, and perform unified session control through SIP;
the SoftACD unified communication platform is a practical operator responsible for call control and queuing, and covers an ACD interface processing module of an ip pbx and a CTI, and comprises incoming and outgoing calls, conference recording processing, CTI seat call control function realization and CTI queuing related processing.
The IVR platform is used for providing automatic service functions of the virtual calling system, including a voice function and a video IVR function, adopts an IP mode, and is separated from media based on control of a unified communication architecture and is divided into an IVR control server and an IVR media server;
the recording media system is used for providing a recording function of the virtual calling system, adopts a conference bridge centralized recording mode, realizes centralized conference recording by controlling the conference function of the media server through the SoftACD unified communication platform, supports distributed recording at the seat side, and carries out recording through the VoIP terminal of the seat control, so that the conference recording has the advantages of real time, reliability and convenience in management, and is widely applied;
the CTI platform is used for realizing the access and monitoring of the call for the lower connection SoftACD unified communication platform, providing an interface for the call center platform for realizing the monitoring of the call information, and providing global resource management and manual service queuing, routing and state monitoring functions for supporting the sign-on and call control of the seat. The CTI platform is a middleware platform which is on the way of starting and stopping, realizes the access and monitoring of calls for the lower connection SoftACD, realizes the monitoring of call information by providing an interface for a computer system, realizes the transmission of call information through channel associated data, and synchronizes information such as information, call records, work logs, record files and the like to the computer service system to realize the integration of telephones and computers;
the management support system is used for customizing and supporting tools for operation management and service flow of the call center platform, and comprises an operation management and charging system, a telephone traffic monitoring system, a report system, an IVR editor, an ISCE service flow generation environment, a quality inspection scoring system, outbound task management and the like, and meanwhile comprises a knowledge base telephone operation, an incoming call screen, customer resource management, work order recording and inquiring, work order customization, manual service application, outbound marketing application and a seat work table.
The terminal of the virtual calling system can integrate various media into the working interface and business flow of the seat to perform unified interaction and management of the various media, so that more flexible and effective communication is realized, the background of the virtual calling system can perform unified routing on the multimedia, and the seat is managed according to various skills, so that optimized management and scheduling of human resources are realized. Meanwhile, unified KPI, quality inspection and monitoring and reporting provides rich tools and strong capabilities for management and data analysis of a call center platform, and helps enterprises to further improve resource scheduling and management levels.
The system comprises a software integrated communication platform, an IVR platform, a recording media system, a CTI platform and a management support system, wherein SIP signaling and XML message interaction is adopted between the software integrated communication platform, the IVR platform, the recording media system, the CTI platform and the management support system, and the module and the process interaction pass through a standard SIP signaling and INES message queue; the parts can be polymerized and dispersed at will: if the whole virtual calling system is assembled on one server or can be distributed on a plurality of servers, the flexible deployment mode can be flexibly configured according to project requirements, the cost of third-party hardware is reduced to the maximum extent, and the expansion can be carried out at any time according to requirements.
In terms of expansibility, core modules such as softACD, CTI, MS, IVR and gateways support load balancing technology and cluster networking, particularly an MS module is a core for recording and IVR resource media processing, and when the system capacity is increased, online smooth capacity expansion can be realized through a mode of overlapping servers.
The virtual calling system provided by the embodiment ensures that the virtual calling is a logically completely independent entity, has the function of a complete call center platform, has no difference from a physical call center in use, and has independent data spaces, wherein the data spaces are completely isolated logically, and no data safety problem exists between the data spaces, so that the access interfaces provided by the virtual calling system are consistent, are not isolated on the interfaces, but are isolated on the bottom data spaces, and the safety between the data is improved.
As shown in fig. 4, the virtual call system further includes a switching cooperation control platform for implementing data switching between the switching domain and the computing domain in the network CT server, where the switching cooperation control platform is composed of an equipment control module, a connection control module, an event processing module and a call processing module, and the switching cooperation control module includes:
the device control module is responsible for the processing subprocess of the CTX exchange device, the logic device is managed by the device and maintains each device state record by a unique identification number, the record of each device is updated after the notification of the agent interface is received, the exchange cooperation control platform requests to monitor each device port through the agent interface, and once the monitoring is started, all device state changes notify the exchange cooperation control platform in an event mode.
The connection control module is responsible for the processing subprocess of CTX exchange equipment connection, controlling the relation between equipment and calls, maintaining the state of each established connection, and reporting the state change to the seat through a CTI interface;
the event processing module is responsible for the processing subprocess of the CTX exchange equipment event, and sends the call related event received from the SCP to the agent terminal in a format which can be understood by the agent software.
The call processing module is responsible for the processing of the TEL process, which is closely related to the call connection, maintaining the various states of the phone while in the call, and cooperates with each call process during the life cycle of a call. Furthermore, a call instance is generated either because of an incoming request from the public intelligent network or a request originating from the seat via the CTI interface, so the TEL handler maintains a logical relationship between the service logic of the SCP and the call handling of the seat.
The exchange domain and the calculation domain adopt the Client/server structure to carry out two-way communication, the exchange domain and the calculation domain form two functional domains of the virtual call system in function, the two functional domains are composed of a first layer and a second layer, the calculation functional part corresponding to the calculation domain requests service from the exchange functional part corresponding to the exchange domain in the first layer and the second layer, all sent requests can finally receive response information, and event reports related to exchange are sent to the calculation domain from the exchange domain.
For example, the service switching module SSF informs the service control module SCF that a new incoming call event requires a service indication, and the service logic of the computing domain sends a control information to the switching domain requesting a service related to the switching, typically the control information is that the computing domain informs the switching domain to handle the caller, for example, the SCF instructs the SSP to connect the call to a certain number.
The SSP is a triggering point of intelligent service, each call directed to the virtual call center is an intelligent network call, firstly, a route is directed to the service triggering point SSP, the service triggering point SSP triggers a session to the service control point SCP according to the service number of the call center platform, then the control right of the call is given to the service control point SCP, and from a certain point of view, the call is considered to execute a call related function similar to the PBX in the CTI of an enterprise.
The first level of division is at the level of the intelligent network, the service control module SCF issues control commands to the SSF, and the service switching module SSF returns event notification service control module SCF call processing status. In this case, the service switching module SSF performs a switching domain function and the service control module SCF performs a computation domain function.
The second level is a division on the functional level of the virtual call system, classifying the service switching module SSF and the service control module SCF into switching sub-domains, classifying the switching collaboration control platform into a computing sub-domain, the switching collaboration control platform having a CT server function in a conventional call center and performing a call queuing function, submitting a request to the switching sub-domain and receiving an event sent from the switching sub-domain as a response. For example, the exchange collaboration control platform requests to join a third party to perform a session, and the service control module SCF and the service switching module SSF of the exchange subdomain specifically perform this operation and notify the exchange collaboration control platform of an event such as called ringing or failure to connect.
The foregoing embodiments have been presented in a detail description of the application, and are presented herein with a particular application to the understanding of the principles and embodiments of the application, the foregoing embodiments being merely intended to facilitate an understanding of the method of the application and its core concepts; meanwhile, as those skilled in the art will vary in the specific embodiments and application scope according to the idea of the present application, the present disclosure should not be construed as limiting the present application in summary.
Claims (10)
1. A virtual calling method based on a call center platform, the method comprising the steps of:
s1, acquiring call information with an abnormal statement from a monitoring end of a CTI platform;
s2, constructing a call event evaluation model for analyzing proportional risks in call information based on a Cox model, wherein the expression of the call event evaluation model is as follows:
S(T|X)＝S O (T) h(X`β)
in the above, the proportional risk probability of the call information under the S (T|X) covariates X, S O (T) is a reference survival function of proportional risk probability, is a known quantity of a Cox model, and h (X' beta) is an action function of the covariate X;
wherein h represents an invalid function of an abnormal statement in the call information, and a calculation formula of the invalid function h is as follows:
h＝-X`β+ε
in the above formula, X' represents a response variable taking a covariate X as an independent variable, beta is a regression coefficient of a proportional risk probability multiplication part, and epsilon is a time increment;
s3, inputting the call information into a call event evaluation model to judge whether the call information is a risk event or not;
if yes, enter step S4;
if not, returning to the step S1;
s4, marking the risk event and sending the risk event to the call center platform.
2. The virtual calling method according to claim 1, wherein in step S3, the proportional risk probability of each piece of calling information is calculated by using a calling event evaluation model, and compared with a threshold F, if the probability is greater than the threshold F, the probability is a risk event, if the probability is less than the threshold F, the probability is a normal event, and the value of the threshold F is 0.25.
3. The virtual calling method of claim 1, wherein in step S2, the expression of the Cox model is:
S(T|X)＝S O (T) exp(Xβ)
in the above, the proportional risk probability of the call information under the S (T|X) covariates X, S O (T) is a reference survival function of the proportional risk probability, is a known quantity in the Cox model, exp (Xbeta) is a function of the covariate X.
4. A virtual call system based on a call center platform, the virtual call system adopting a layered architecture, the layered architecture comprising:
the application access layer is used for external application access and core network access, the external application access comprises a CIN-DCP application system and a service application system, and the core network comprises a relay gateway, a 5G gateway, a Sip gateway and an MMAG multimedia gateway;
the media access layer is in communication connection with the application access layer through an SIP protocol and is used for core call control and multimedia processing, including call access, media connection, coding and decoding conversion and recording;
the call control layer is used for providing IVR control, manual transfer, conference, media control and callback selectable functions for the virtual call system;
the capability engine layer is used for providing intelligent service and knowledge base service functions, and comprises a natural language understanding module, a self-learning module and a knowledge base;
the data storage layer is used for providing mysql database and memory database capabilities;
and the management configuration layer is used for conventionally managing and reconfiguring the virtual call system of the hierarchical architecture and comprises system configuration, application configuration, user management, statistical report form and knowledge base management.
5. The virtual call system of claim 4, further comprising a switch collaboration control platform for implementing data switching between a switch domain and a computing domain in a network CT server, the switch collaboration control platform comprising a device control module, a connection control module, an event processing module, and a call processing module.
6. The virtual call system of claim 5 wherein,
the equipment control module is responsible for the processing subprocess of the CTX exchange equipment, the logic equipment is managed by the equipment and maintains the state record of each equipment by a unique identification number, the record of each equipment is updated after the notice of the seat interface is received, and the exchange cooperation control platform requests to monitor each equipment port through the seat interface;
the connection control module is responsible for the processing subprocess of CTX exchange equipment connection, controlling the relation between equipment and calls, maintaining the state of each established connection, and reporting the state change to the seat through a CTI interface;
the event processing module is responsible for the processing subprocess of the CTX exchange equipment event, and sends the call related event received from the SCP to the seat end in a format which can be understood by the seat software;
the call processing module is responsible for the processing procedure of the TEL processing program, is closely related to call connection, and maintains various states of the telephone in a call.
7. The virtual call system of claim 5 wherein the switching domain and the computing domain are in bidirectional communication using a Client/server structure, the switching domain and the computing domain comprising two functional domains of the virtual call system, the two functional domains comprising a first hierarchy and a second hierarchy, the computing functional portion corresponding to the computing domain requesting service from the switching functional portion corresponding to the switching domain at the first hierarchy and the second hierarchy, all requests sent eventually receiving response messages, and the switching-related event report being sent from the switching domain to the computing domain.
8. The terminal of the virtual calling system is characterized by comprising a softACD unified communication platform, an IVR platform, a recording media system, a CTI platform and a management support system.
9. The terminal of claim 8, wherein the terminal comprises a base station,
the SoftACD unified communication platform is a unified communication control system based on SIP, and comprises a unified call processing SIP server, a unified message module UMS, and a multimedia unified access gateway MMAG, which support unified processing of voice, video and message, and perform unified session control through SIP;
the IVR platform is used for providing an automatic service function of the virtual calling system, comprising a voice function and a video IVR function, adopts an IP mode, and is separated from media based on control of a unified communication architecture and is divided into an IVR control server and an IVR media server;
the recording media system is used for providing a recording function of the virtual calling system, adopts a conference bridge centralized recording mode, realizes centralized conference recording by a software integrated communication platform through controlling the conference function of a media server, supports distributed recording at a seat side, and records by a VoIP terminal of a seat control;
the CTI platform is used for realizing the access and monitoring of calls for the lower connection softACD unified communication platform and providing an interface for the call center platform to realize the monitoring of call information, and is used for providing global resource management and manual service queuing, routing and state monitoring functions and supporting the sign-on and call control of seats;
the management support system is used for customizing support tools for operation management maintenance and business processes of the call center platform.
10. The virtual call method according to claim 8 or 9, wherein SIP signaling and XML message interactions are adopted among the SoftACD unified communication platform, IVR platform, recording media system, CTI platform and management support system, and the interactions between processes pass through standard SIP signaling and INES message queues.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| US6094479A (en) * | 1997-05-06 | 2000-07-25 | Telefonaktiebolaget Lm Ericsson | Computer telephony integration gateway |
| CN107222645A (en) * | 2017-07-07 | 2017-09-29 | 北京广隆方略技术有限公司 | A kind of method and system of workflow access |
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Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6094479A (en) * | 1997-05-06 | 2000-07-25 | Telefonaktiebolaget Lm Ericsson | Computer telephony integration gateway |
| CN107222645A (en) * | 2017-07-07 | 2017-09-29 | 北京广隆方略技术有限公司 | A kind of method and system of workflow access |
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