CN1713664A - Realizing method and system of testing service performance for calling center - Google Patents
Realizing method and system of testing service performance for calling center Download PDFInfo
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- CN1713664A CN1713664A CN 200410049500 CN200410049500A CN1713664A CN 1713664 A CN1713664 A CN 1713664A CN 200410049500 CN200410049500 CN 200410049500 CN 200410049500 A CN200410049500 A CN 200410049500A CN 1713664 A CN1713664 A CN 1713664A
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Abstract
A seat-program is started, and several simulating seats run at seat-host. Different communication port and seat job number are assigned for each simulating seat to make each simulating seat sign into intelligence call assignment platform and queue management system by using different communication port and seat job number. The queue management system transmits the received call to intelligence call assignment platform, which assigns the call to relevant simulating seat. The system consists of intelligence call assignment platform, queue management system and seat-host.
Description
Technical field
The present invention relates to the communication network test, relate in particular to a kind of implementation method and system that the call center is carried out the service feature test.
Background technology
The ratio that manual service occupies in increment special clothes product-call centers (CallCenter) is approximately about 10%, is the core business that influences customer satisfaction.The online at present number of attending a banquet of using is all attended a banquet above 300, and scale presents the trend of rising appreciably, so there is following problem demanding prompt solution when the manual service performance of call center is tested: how the manual service performance detection environment (2) how (1) makes up complexity like this solves numerous an attending a banquet (general address in field, call center, promptly one can conduct voice calls application program) simple management, such as log on, check out, configuration information maintenance etc.?
For manual service being carried out true, believable performance test, by making up and online suitable test environment, dispose the technical ability of attending a banquet, log on attending a banquet of some, utilizing certain strategy to call out manual service and carry out performance test, is the most direct, effective method.
Referring to Fig. 1, queue machine is a door of calling out the system that enters, the intelligent call distribution platform according to the rule that pre-establishes will provide comprehensive incoming call management from the call distribution of queuing incoming call to corresponding seat or automatic voice responsion system, breathe out management and call distribution function.
System is existing attends a banquet main frame and queue machine by the communication of 1B+D agreement, the main frame of promptly attending a banquet physically is to link to each other by interface card with queue machine, corresponding each attend a banquet the data channel of 1 voice channel (B passage) and a transfer control instruction (D passage) be provided, thereby improve its reliability.This agreement relies on the APC card resource (annotate: a machine can only be joined the interface card of attending a banquet (APC card)) with this machine, depends on attend a banquet what of machine of test fully thereby cause test environment can move what programs of attending a banquet.
Owing to be subjected to hardware resource limitations, there be small scale and the not enough problem of complexity of attending a banquet in existing manual service performance test; And since every attend a banquet and just need take a machine, also there is the problem that efficient is low, difficulty is big in administering and maintaining of attending a banquet.
Summary of the invention
The invention provides a kind of implementation method and system that the call center is carried out the service feature test, have attend a banquet small scale and the not enough problem of complexity to solve in the existing performance operational trials.
For addressing the above problem, the invention provides following technical scheme:
A kind of implementation method that the call center is carried out the service feature test, described call center comprises queue machine, intelligent call distribution platform and the main frame of attending a banquet; This method comprises following steps:
Start the program of attending a banquet and on the main frame of attending a banquet, move several simulations and attend a banquet, and for each simulation attend a banquet the different communication terminal slogan of distribution with attend a banquet job number;
Each simulation is attended a banquet utilize the different communication terminal slogans and the job number of attending a banquet to be registered to intelligent call distribution platform and queue machine respectively;
The calling that described queue machine will receive sends to the intelligent call distribution platform, by this intelligent call distribution platform call distribution is attended a banquet to corresponding simulation.
According to said method:
The initiating terminal slogan of configuration PORT COM in the main frame of attending a banquet increases progressively automatically from this initiating terminal slogan when attending a banquet distribution communication terminal mouth for simulation in advance.
By described queue machine, intelligent call distribution platform and the data channel transmission control command between the main frame of attending a banquet.
Output to telephone set by voice channel and intercept the voice time slot that correspondence is attended a banquet queue machine.
On the described main frame of attending a banquet, start hypervisor and several job numbers of attending a banquet are provided, start several programs of attending a banquet automatically by this hypervisor and produce several simulations and attend a banquet.
A kind of test macro is used to realize the manual service performance test of call center; This test macro comprises:
The intelligent call distribution platform is used to manage and attends a banquet and data that transmission is relevant with administer calls;
Queue machine is connected with described intelligent call distribution platform, is used for incoming call, breathes out and manage;
The main frame of attending a banquet is connected with described intelligent call distribution platform, and this main frame of attending a banquet produces that several simulations are attended a banquet and be registered to described intelligent call distribution platform and queue machine by different communication terminal slogans;
Described queue machine sends to the simulation control command of attending a banquet and transmits via the data channel of intelligent call distribution platform.
Described queue machine also is connected with the voice monitoring phone of attending a banquet, and is used to intercept the voice time slot that simulation is attended a banquet.
The described main frame of attending a banquet is many, and every the main frame of attending a banquet produces a plurality of simulations and attends a banquet.
The present invention has following beneficial effect:
1, attends a banquet by on the main frame of attending a banquet, producing a plurality of simulations, whole features of attending a banquet had both been kept really as platform resource, having solved the program of attending a banquet again depends on hardware resource and causes a machine can only move the restriction of the program of attending a banquet, under the situation of using resource same as the prior art, can provide several times, number to decuple the available resource of attending a banquet in the prior art, solve the problem of manual service underload cleverly.
2, adopt the present invention can save a large amount of resources and the required space of minimizing test.Adopt prior art to build one 100 performance detection environment of attending a banquet, then need to attend a banquet 100 of interface cards (APC card), 100 in computer and service cable are some, also need to take sizable space; Utilize the present invention then not need the APC card, only need the main frame of attending a banquet (PC that performance is good slightly gets final product), it does not increase the queue machine resource requirement.
3, can increase substantially the efficient that administers and maintains attending a banquet.Be example still to build one 100 test environment of attending a banquet, if disposing and log on these 100, change attends a banquet, then need from 100 PCs, to change configuration respectively and carry out the program of attending a banquet, workload is very big, adopting simulation of the present invention to attend a banquet then only needs once configuration of change, and the hypervisor in the main frame of attending a banquet will log on these 100 automatically and attend a banquet.
Description of drawings
Fig. 1 is the manual service performance test networking diagram of prior art;
Fig. 2 is a test macro schematic diagram of the present invention;
Fig. 3 is intelligent call distribution platform of the present invention and the queue machine identification schematic diagram to the unit process of attending a banquet more;
Fig. 4 realizes the flow chart tested for the present invention.
Embodiment
Referring to Fig. 1, when utilizing prior art that the call center is tested, normally attending a banquet provides in the interface card of attending a banquet (APC card) installed by this machine and the queue machine veneer (ASB/AIT) of attend a banquet voice channel and data channel to carry out communication to come transferring voice and control command, it is so-called 1B+D agreement, this partial information transmission medium be attend a banquet and queue machine between service cable, so be independent of each other between not only attending a banquet, and crucial phonetic function is not subjected to the influence of network yet, thereby the high reliability that provides 1B+D to attend a banquet, but this also to be a machine in the test can only start the major reason of the program of attending a banquet.
In addition, the main frame of attending a banquet directly is linked into intelligent call by network and distributes (ICD) platform, except the needs main frame of attending a banquet possesses and does not have the special hardware demand the common network interface card, and the ICD platform possesses the attend a banquet ability of a plurality of internal port communications of main frame of He Yitai, but the communication of described 1B+D agreement bottom then fixedly takies 41 ports of platform internal communication program, and this also is that a machine in the test can only start the major reason of the program of attending a banquet.
According to above-mentioned analysis, on unit, start a plurality of programs of attending a banquet and just be reduced to following problem:
(1) queue machine can not rely between the two directly physical connection to the control command of attending a banquet and the voice channel of attending a banquet can be intercepted;
(2) queue machine and a communication of attending a banquet need be supported the multithreading characteristic;
(3) remove the attend a banquet restriction of program itself and the internal port when increasing progressively automatically with the platform communication.
Consult shown in Figure 2ly, the main frame of attending a banquet is connected with the intelligent call distribution platform with queue machine, and the intelligent call distribution platform comprises professional front-end processor (FEP) and management server.The main frame of attending a banquet no longer directly is connected with the queuing main frame, and the main frame of promptly attending a banquet does not need the APC card.
After the control command of attending a banquet is sent to queue machine, the intelligent call distribution platform also is indifferent to queue machine and how is controlled actual attending a banquet, therefore, the present invention utilizes a plurality of simulations of realization on the main frame of attending a banquet of NB+D (being that a plurality of paths are shared data passages) agreement to attend a banquet, the B passage of attending a banquet of all NB+D is controlled by queue machine, all D passage control commands transmit between main frame and platform (comprise and attending a banquet) via FEP by network, the B passage of queue machine is outputed to phone intercept, the program of attending a banquet so just can not rely on the hardware of computer.
Attend a banquet at present and queue machine between communication program support the NB+D protocol transmission, the identification number that queue machine provides by this communication program, queue machine module No., B passage (the voice time slot of attending a banquet) number are discerned a NB+D and are attended a banquet, at present the problem that exists is: the above-mentioned information that existing communication program gets access on same the main frame of attending a banquet is inevitable identical, therefore can't be supported in the separate unit a plurality of simulations of operation of attending a banquet on the main frame and attend a banquet.For head it off the present invention increases the initial communication terminal slogan that is used for communication in the configuration file of the communication program of the queue machine and the main frame of attending a banquet, with the start information that main frame can use that is interpreted as attending a banquet such as the B channel number in the former configuration file (dpdll.ini), the period of standing, by this communication program these information are stored as shared variable between process, these information all are unique for each process when guaranteeing the multi-process operation.
Therefore, in structure shown in Figure 2, when (being the multi-process operation) attended a banquet in a plurality of simulations of operation on the main frame of attending a banquet, the simulation of the difference of uniform machinery is attended a banquet and can be bound automatically within the specific limits communication terminal slogan, unique B channel number and the unique identification number, thus make separate unit attend a banquet a plurality of simulations on the main frame attend a banquet (when being the multi-process operation) can be identified as a plurality of different NB+D by queue machine and attend a banquet.
Intelligent call distribution platform side depends on the identification of attending a banquet: attend a banquet and utilize unique communication terminal slogan and Platform Server to connect, and the program of attending a banquet provides unique job number login platform.Therefore, the present invention adopts a hypervisor that the program of attending a banquet in the main frame of attending a banquet is managed, utilize command line parameter that different communication terminal slogans is imported into the different programs of attending a banquet respectively with the job number information of attending a banquet, thereby guarantee that each simulation attends a banquet the port numbers of process and the job number of the attending a banquet intelligent call distribution platform that realizes inequality to the simulation identification of attending a banquet.Hypervisor is then imported the automatic operation that command line parameter realizes that a plurality of simulations are attended a banquet as required into.
A plurality of identifications of attending a banquet that queue machine and intelligent call distribution platform are attended a banquet on the main frame to separate unit are consulted shown in Figure 3, the main frame of attending a banquet has moved a plurality of programs of attending a banquet (i.e. simulation is attended a banquet) 1,2, ..., N (that attends a banquet and carry out is how much relevant with the host performance of attending a banquet), this N attend a banquet process respectively by different communication terminal slogan ID1, ID2 ..., IDX and the communication of intelligent call distribution platform, obtain information and accept management from platform; The intelligent call distribution platform is then discerned different simulations and is attended a banquet by communication terminal slogan ID1～IDX, the job number 1～N that attends a banquet; Discern each simulation and attend a banquet by station period SID1～SID X, the simulation B channel number ASB1～ASB X that takies that attends a banquet when queue machine is attended a banquet between module and the intelligent call distribution platform communication.
Consult shown in Figure 4, as follows to the testing process of call center:
Step 10: the initiating terminal slogan ID1 that in the main frame of attending a banquet, disposes PORT COM in advance.
Step 20: start the hypervisor on the main frame of attending a banquet and several job numbers of attending a banquet are provided.
Step 30: the automatic startup of the hypervisor program of attending a banquet is moved a plurality of simulations and is attended a banquet on the main frame of attending a banquet, and begin to attend a banquet for each simulation from the initiating terminal slogan of PORT COM and distribute a unique communication terminal slogan ID X, when minute timing communication terminal mouth, increase progressively automatically from the initiating terminal slogan; Attend a banquet for each simulation simultaneously and distribute the job number of attending a banquet.
Step 40: each simulation is attended a banquet and is utilized the different communication terminal slogans and the job number of attending a banquet to log on intelligent call distribution platform and queue machine respectively.
Step 50: the calling that queue machine will receive sends to the intelligent call distribution platform.
Step 60: the intelligent call distribution platform is attended a banquet call distribution to the corresponding simulation on the main frame of attending a banquet, come the service feature at test call center with this.
In the present invention, intercept the voice time slot that certain is attended a banquet if desired, only need output to common phone to B passage corresponding in the queue machine and get final product.
From the above, the present invention utilize simulation attend a banquet complete simulation its as whole features of attending a banquet, but but overcome original attending a banquet and relied on the restriction that can only move the software of attending a banquet with attend a banquet APC card resource and every machine, by hypervisor a plurality of programs of attending a banquet are managed in addition, it is also very convenient to make to the simulation management of attending a banquet, and also can reduce administering and maintaining cost simultaneously.
Claims (8)
1, a kind of implementation method that the call center is carried out the service feature test, described call center comprises queue machine, intelligent call distribution platform and the main frame of attending a banquet; It is characterized in that described method comprises the steps:
Start the program of attending a banquet and on the main frame of attending a banquet, move several simulations and attend a banquet, and for each simulation attend a banquet the different communication terminal slogan of distribution with attend a banquet job number;
Each simulation is attended a banquet utilize the different communication terminal slogans and the job number of attending a banquet to log on intelligent call distribution platform and queue machine respectively;
The calling that described queue machine will receive sends to the intelligent call distribution platform, by this intelligent call distribution platform call distribution is attended a banquet and is tested to simulation accordingly.
2, the method for claim 1 is characterized in that, the initiating terminal slogan of configuration and queue machine communication in attending a banquet increases progressively automatically from this initiating terminal slogan when the communication terminal mouth of attend a banquet for simulation distribution and queue machine in advance.
3, method as claimed in claim 2 is characterized in that, by described queue machine, intelligent call distribution platform and the data channel transmission control command between the main frame of attending a banquet.
4, the method for claim 1 is characterized in that, outputs to telephone set by the voice channel with queue machine and intercepts the voice time slot that correspondence is attended a banquet.
5, as each described method of claim 1 to 4, it is characterized in that, on the described main frame of attending a banquet, start hypervisor and several job numbers of attending a banquet are provided, produce several simulations by the automatic startup of this hypervisor program of attending a banquet and attend a banquet.
6, a kind of test macro is used to realize the manual service performance test of call center; It is characterized in that comprising:
The intelligent call distribution platform is used to manage and attends a banquet and data that transmission is relevant with administer calls;
Queue machine is connected with described intelligent call distribution platform, is used for incoming call, breathes out and manage;
The main frame of attending a banquet is connected with described intelligent call distribution platform, and this main frame of attending a banquet produces that several simulations are attended a banquet and be registered to described intelligent call distribution platform and queue machine by different communication terminal slogans;
Described queue machine sends to the simulation control command of attending a banquet and transmits via the data channel of intelligent call distribution platform.
7, system as claimed in claim 6 is characterized in that, described queue machine also is connected with the voice monitoring phone of attending a banquet, and is used to intercept the voice time slot that simulation is attended a banquet.
As claim 6 or 7 described systems, it is characterized in that 8, the described main frame of attending a banquet is many, every the main frame of attending a banquet produces several simulations and attends a banquet.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2004100495000A CN100515121C (en) | 2004-06-24 | 2004-06-24 | Realizing method and system of testing service performance for calling center |
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| Application Number | Priority Date | Filing Date | Title |
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| CNB2004100495000A CN100515121C (en) | 2004-06-24 | 2004-06-24 | Realizing method and system of testing service performance for calling center |
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| Publication Number | Publication Date |
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| CN1713664A true CN1713664A (en) | 2005-12-28 |
| CN100515121C CN100515121C (en) | 2009-07-15 |
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| Application Number | Title | Priority Date | Filing Date |
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| CNB2004100495000A Expired - Fee Related CN100515121C (en) | 2004-06-24 | 2004-06-24 | Realizing method and system of testing service performance for calling center |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101076063B (en) * | 2007-06-29 | 2010-11-17 | 中国联合网络通信集团有限公司 | Call connection, phonetic help system and method for processing phonetic help information |
| CN101409745B (en) * | 2007-10-11 | 2012-05-23 | 中兴通讯股份有限公司 | Method for testing seat automatically |
| CN104835063A (en) * | 2015-05-06 | 2015-08-12 | 北京京东尚科信息技术有限公司 | E-commerce platform communication queuing method and system |
-
2004
- 2004-06-24 CN CNB2004100495000A patent/CN100515121C/en not_active Expired - Fee Related
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101076063B (en) * | 2007-06-29 | 2010-11-17 | 中国联合网络通信集团有限公司 | Call connection, phonetic help system and method for processing phonetic help information |
| CN101409745B (en) * | 2007-10-11 | 2012-05-23 | 中兴通讯股份有限公司 | Method for testing seat automatically |
| CN104835063A (en) * | 2015-05-06 | 2015-08-12 | 北京京东尚科信息技术有限公司 | E-commerce platform communication queuing method and system |
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| Publication number | Publication date |
|---|---|
| CN100515121C (en) | 2009-07-15 |
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