CN201601727U - Traffic distribution system for power customer service system - Google Patents
Traffic distribution system for power customer service system Download PDFInfo
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- CN201601727U CN201601727U CN2009201990817U CN200920199081U CN201601727U CN 201601727 U CN201601727 U CN 201601727U CN 2009201990817 U CN2009201990817 U CN 2009201990817U CN 200920199081 U CN200920199081 U CN 200920199081U CN 201601727 U CN201601727 U CN 201601727U
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Abstract
A traffic distribution system for a power customer service system comprises a provincial customer service center and a prefecture-level customer service center. The provincial customer service center comprises a CTI server used for distributing customer traffic and a provincial center IVR automatic voice server for providing various self-service voice service functions for customers; the prefecture-level customer service center comprises a prefecture-level IVR automatic voice server; and the prefecture-level IVR automatic voice server is controlled by the provincial IVR automatic voice server and provides various self-service voice service functions for the customers. The traffic distribution system codes through incoming calls of the customers, reasonably distributes phone calls of the customers according to coding rules through the CTI server and the IVR automatic voice server, provides more accurate and timely service for the customers, and more effectively improves use efficiency of the customer system.
Description
Technical field
The utility model relates to a kind of customer service system, particularly a kind of customer service system that is used for electric power system.
Background technology
The original customer service system of electric power system greatly facilitates the client as the window of client and power supply enterprise's communication, has promoted the social image of enterprise.Because the limitation of the technical merit when being subjected to building, the part platform product can not satisfy service operation, management and monitoring requirement, and there is very big hidden danger in the reliability and stability of system; Particularly sometimes need to determine client's location information and when running into the customer phone peak, customer service system just can not satisfy service accurately and timely.
Summary of the invention
The purpose of this utility model is to be provided for the traffic distribution system of power customer service system, and this system distributes according to the phone of coding rule with the client by cti server and IVR automatic speech server, for the client provides more accurately and timely service.
In order to realize that this purpose the technical solution adopted in the utility model is: be used for the traffic distribution system of power customer service system, this system comprises provincial client service center and districts and cities client service center; Described provincial client service center comprises and is used to distribute the cti server of client's traffic and be used to the client that province's center IVR automatic speech server of various self-service voice service functions is provided; Described districts and cities client service center comprises districts and cities IVR automatic speech server; Districts and cities IVR automatic speech server is subjected to province's center IVR automatic speech server controls to provide various self-service voice service functions for the client.
As preferably, the integrated TTS text-to-speech of described provincial IVR automatic speech server system.
As preferably, described districts and cities client service center also is provided with local survival server, and local survival server connects two network switchs by dual link.
The utility model is by encoding client's calling, reasonably distribute according to the phone of coding rule by cti server and IVR automatic speech server the client, for the client provides service more accurately and timely, also make the service efficiency of customer service system obtain better utilization.
Description of drawings
Fig. 1 is a customer service structural representation of the present utility model.
Embodiment
As shown in Figure 1, be used for the traffic distribution system of power customer service system, this system comprises provincial client service center and districts and cities client service center; Described provincial client service center comprises and is used to distribute the cti server of client's traffic and be used to the client that province's center IVR automatic speech server of various self-service voice service functions is provided; Described districts and cities client service center comprises districts and cities IVR automatic speech server; Districts and cities IVR automatic speech server is subjected to province's center IVR automatic speech server controls to provide various self-service voice service functions for the client.
Districts and cities client service center is connected to provincial client service center by the power information net, customer phone is linked into the media gateway of provincial client service center through PSTN, when customer phone is sent into, operator can send into districts and cities and district coding under the fixed line client with calling number, the coding in districts and cities and district under when sending into the mobile phone client and dialing, coding rule is defined with the operator coordination by Utilities Electric Co..
Media gateway is connected to IVR automatic speech server and cti server with customer voice information, after IVR automatic speech server receives coding, according to coding rule and client's operation, can be targetedly according to the inquiry electric weight electricity charge of districts and cities under the client, the power failure information and the short notice of broadcast correspondence; If client requests operator attendance when service, cti server calls out it according to coding rule, with its phone distribute automatically enter that districts and cities service centre is common under this phone and attend a banquet on, provide customer service by districts and cities service centre under this.Provincial client service center is provided with recording server, is used for client's voicemail logging is got off, and is stored in the database; Provincial client service center is provided with management and attends a banquet, and is used for the whole network attended a banquet monitoring and managing, and guarantees the service quality of system, also can provide service for the client under the common no-trunk situation of attending a banquet of districts and cities client service center.
Districts and cities client service center is provided with local survival server, when districts and cities client service center and provincial client service center are out of touch, this locality survival server that is provided with at the prefectures and cities center is enabled local regeneration mode, for calling provides the basic queuing and the function that continues, can answer the phone in the local scope.
The district terminal is set below the districts and cities client service center attends a banquet, the district terminal is attended a banquet and is connected with districts and cities client service center by the network switch, the attend a banquet service request of noting the client of districts and cities client service center common feeds back to the worker and singly handles the backstage, the worker singly handles the backstage and the worker singly is forwarded to suitable district terminal attends a banquet, allow terminal attend a banquet and singly operate, avoided the district scatter operation to cause service regulation disunity situation according to the worker.
Claims (2)
1. be used for the traffic distribution system of power customer service system, it is characterized in that, this system comprises provincial client service center and districts and cities client service center; Described provincial client service center comprises and is used to distribute the cti server of client's traffic and be used to the client that province's center IVR automatic speech server of various self-service voice service functions is provided; Described districts and cities client service center comprises districts and cities IVR automatic speech server; Districts and cities IVR automatic speech server is subjected to province's center IVR automatic speech server controls to provide various self-service voice service functions for the client; Districts and cities client service center is connected to provincial client service center by the power information net; Customer phone through coding is linked into the media gateway of provincial client service center through PSTN, and media gateway is connected to province's center IVR automatic speech server and cti server with customer voice information.
2. the traffic distribution system that is used for power customer service system according to claim 1 is characterized in that, described districts and cities client service center also is provided with local survival server, and local survival server connects two network switchs by dual link.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009201990817U CN201601727U (en) | 2009-10-26 | 2009-10-26 | Traffic distribution system for power customer service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009201990817U CN201601727U (en) | 2009-10-26 | 2009-10-26 | Traffic distribution system for power customer service system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN201601727U true CN201601727U (en) | 2010-10-06 |
Family
ID=42812786
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2009201990817U Expired - Lifetime CN201601727U (en) | 2009-10-26 | 2009-10-26 | Traffic distribution system for power customer service system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN201601727U (en) |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107093425A (en) * | 2017-03-30 | 2017-08-25 | 安徽继远软件有限公司 | Speech guide system, audio recognition method and the voice interactive method of power system |
| CN107172312A (en) * | 2017-06-05 | 2017-09-15 | 广东电网有限责任公司佛山供电局 | A kind of call center's uniform service of multiple districts and cities focuses on method |
| CN113472958A (en) * | 2021-07-13 | 2021-10-01 | 上海华客信息科技有限公司 | Method, system, electronic device and storage medium for receiving branch telephone in centralized mode |
-
2009
- 2009-10-26 CN CN2009201990817U patent/CN201601727U/en not_active Expired - Lifetime
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107093425A (en) * | 2017-03-30 | 2017-08-25 | 安徽继远软件有限公司 | Speech guide system, audio recognition method and the voice interactive method of power system |
| CN107172312A (en) * | 2017-06-05 | 2017-09-15 | 广东电网有限责任公司佛山供电局 | A kind of call center's uniform service of multiple districts and cities focuses on method |
| CN113472958A (en) * | 2021-07-13 | 2021-10-01 | 上海华客信息科技有限公司 | Method, system, electronic device and storage medium for receiving branch telephone in centralized mode |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| ASS | Succession or assignment of patent right |
Owner name: STATE GRID CORPORATION OF CHINA Free format text: FORMER OWNER: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Effective date: 20140403 Owner name: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Effective date: 20140403 |
|
| C41 | Transfer of patent application or patent right or utility model | ||
| C56 | Change in the name or address of the patentee |
Owner name: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Free format text: FORMER NAME: ZHEJIANG ELECTRIC POWER COMPANY |
|
| COR | Change of bibliographic data |
Free format text: CORRECT: ADDRESS; FROM: 310007 HANGZHOU, ZHEJIANG PROVINCE TO: 100031 XICHENG, BEIJING |
|
| CP01 | Change in the name or title of a patent holder |
Address after: 310007 Huanglong Road, Zhejiang, Hangzhou, No. 8 Patentee after: STATE GRID ZHEJIANG ELECTRIC POWER Co. Address before: 310007 Huanglong Road, Zhejiang, Hangzhou, No. 8 Patentee before: ZHEJIANG ELECTRIC POWER Corp. |
|
| TR01 | Transfer of patent right |
Effective date of registration: 20140403 Address after: 100031 Xicheng District West Chang'an Avenue, No. 86, Beijing Patentee after: State Grid Corporation of China Patentee after: STATE GRID ZHEJIANG ELECTRIC POWER Co. Address before: 310007 Huanglong Road, Zhejiang, Hangzhou, No. 8 Patentee before: STATE GRID ZHEJIANG ELECTRIC POWER Co. |
|
| CX01 | Expiry of patent term | ||
| CX01 | Expiry of patent term |
Granted publication date: 20101006 |