CN208445636U

CN208445636U - A kind of call platform device

Info

Publication number: CN208445636U
Application number: CN201821057349.9U
Authority: CN
Inventors: 娄鑫
Original assignee: Zhongtong Tianhong (beijing) Communication Technology Co Ltd
Current assignee: Zhongtong Tianhong (beijing) Communication Technology Co Ltd
Priority date: 2018-07-04
Filing date: 2018-07-04
Publication date: 2019-01-29
Anticipated expiration: 2028-07-04

Abstract

The utility model provides a kind of call platform device, the call platform device includes first annular bus and the second ring bus, first annular bus intersects with the second ring bus in P point and P point, P point couple in router, P point accesses IP network, is connected with one or more of central controller, ivr server, cti server, report server, recording server, management server, storage server on first annular bus and the second ring bus；Call platform device provided by the utility model can connect more equipment, scalability is preferable by setting dual ring bus；Even if connecting multiple equipment, faster transmission rate is still kept, improves bandwidth availability ratio and network efficiency.

Description

A kind of call platform device

Technical field

The utility model relates to calling service technical field, in particular to a kind of call platform device.

Background technique

Modern call center is also known as Customer Service Center, all has especially important meaning for any user oriented enterprise Justice, the importance that all trades and professions have more and more people to recognize call center, and using similar call Center provides service for user, but there is also following disadvantages for present call center: (1) parallel bus can not connect sets too much Standby, bus extension is poor, and interference, which will lead to system, between line can not work normally；(2) when connecting multiple equipment, bus has Effect bandwidth will be greatly reduced, and transmission rate is slack-off, in order to reduce cost and reduce mutual interference as far as possible, it is desirable to reduce always Tape is wide or address bus and data/address bus are designed using multiplex mode, reduces bandwidth availability ratio in this way；(3) at light load Time delay is short, but when network communication load is heavier, and time delay lengthens, network efficiency decline.

Utility model content

In order to solve the above technical problems, the utility model provides a kind of call platform device.The utility model is specific Technical solution is as follows:

The utility model provides a kind of call platform device, and call platform device includes first annular bus and the second ring Shape bus, first annular bus intersect with the second ring bus in P1 point and P2 point, P1 point couple in router, and P2 point accesses IP network Central controller, ivr server, cti server, Report Forms Service are connected on network, first annular bus and the second ring bus One or more of device, recording server, management server, storage server.

Further to improve, P1 point is equipped with moderator.

Further to improve, ivr server and cti server are individually arranged in different hardware.

Further to improve, report server, recording server, management server, storage server are arranged same In hardware.

Further to improve, report server, recording server, management server, storage server are arranged in different In hardware.

The beneficial effects of the utility model are as follows: call platform device provided by the utility model is total by setting Crossed Circle Line, can connect more equipment, and scalability is preferable；Even if connecting multiple equipment, faster transmission rate is still kept, is improved Bandwidth availability ratio and network efficiency.

Detailed description of the invention

Fig. 1 shows call platform device deployment design drawing according to the present utility model；

Fig. 2 shows call platform devices according to the present utility model to dispose design drawing；

Fig. 3 shows call platform device integral frame figure according to the present utility model；

Fig. 4 shows call platform device core function architecture design according to the present utility model；

Specific embodiment

The utility model is described in further detail with following embodiment with reference to the accompanying drawing.

Embodiment 1

Embodiment 1 provides a kind of call platform device, as shown in Figure 1, the call platform device includes first annular total Line 1 and the second ring bus 2, first annular bus 1 intersect with the second ring bus 2 in P1 point and P2 point, the access routing of P1 point Device, P2 point access IP network, be connected in first annular bus 1 and the second ring bus 2 central controller 3, ivr server 4, One or more of cti server 5, report server 6, recording server 7, management server 8, storage server 9, In, ivr server and cti server are individually arranged in different hardware, report server, recording server, management Server, storage server are arranged in the same hardware, report server, recording server, management server, storage service Device also can be set in different hardware；Above-mentioned hardware can be the computer or enterprise-level of normal domestic use rank Workstation computer, call signal of the hardware acceptance from transmissions such as IP phone, fixed-line telephones, is sent to above-mentioned central processing unit And each server completes call treatment work, processing result is sent to internet through internet and is attended a banquet by IP network, firewall Processing, as a result feeds back on IP phone and fixed-line telephone, above-mentioned router is contacted by " token bus " agreement with hardware, secondary again Cut out the selection that device controls various external servers or equipment access node by bus arbitration protocol, central controller, IVR service Device, cti server, report server, recording server, management server, storage server can be connected to first annular It in bus, also can connect on the second ring bus, central controller can use common computer.

Token bus agreement and bus arbitration protocol are not particularly limited, all above-mentioned within the utility model design Agreement is within the selection of the utility model.

Embodiment 2

As shown in Fig. 2, P1 point is equipped with moderator, when servers multiple in system apply for the right to use to bus simultaneously, Moderator arbitrates which server should obtain the right to use to bus with certain priority algorithm, and the moderator of the utility model can To use the moderator of any achievable above functions, such as the moderator of model IT8209R.

Embodiment 3

As shown in figure 3, including access layer, operation layer, data Layer and Communication Layer in the framework of the utility model.Wherein, exist In access layer, operator's route access carrier router, wechat, microblogging, Alipay, nail nail, the data access MMAG such as PC are more Media information router；In operation layers, unified call treatment and monitoring are carried out to the various signals from access layer and handled, It is monitored in real time including call arrangement, intelligence IVR, various dimensions meter report and various dimensions meter, call arrangement includes calling total amount, answers Amount, service level report, intelligent IVR includes the functions such as enterprise's salutatory, voice navigation menu, information publication, data interaction, more Dimension meter report includes attend a banquet call volume chart, by the hour inlet wire chart, regional inlet wire chart, call center's entirety traffic report Table, call center, which attend a banquet, shows report, various dimensions meter real time monitoring include multi-faceted data monitoring and early warning: attend a banquet, queue, IVR, call platform, the data for magnanimity and constantly generated provide real-time computing, call label, interface output energy Power；The processing result of operation layer pushes interface, monitoring push interface hair by call arrangement interface, communication interface of attending a banquet, report Be sent to data Layer, wherein include in data Layer configuration distributed caching, recording file OSS permanently store, BI analysis platform and Ticket detail base table, BI analysis platform include data screening analysis, freely pull numerical value, 8 kinds of Visual Charts, monitoring and early warning, Unified platform management is seen clearly in all directions, and ticket detail base table includes recording flowing water of conversing, Status Change of attending a banquet, various dimensions in detail Report form statistics；The processing result of data Layer is sent to Communication Layer, wherein Communication Layer includes SIP/WebRtc, management of attending a banquet, is lined up Management, routing management, call management, wherein management of attending a banquet includes state, the state of technical ability group, the work feelings of workplace attended a banquet Condition etc.；Queuing management includes encountering queuing situation, settable to leave a message from turn, and queuing and the customized setting of leaving message prompt language are drawn Leading client, actively message waits, and improves consulting efficiency and user experience；Routing management includes that ACD is lined up, phone and other media Routing separate, the same time can only have a phone, have phone priority to be greater than Chat and wechat, and nearest service is attended a banquet excellent First, high latency of attending a banquet is preferential, and averaged maximum waiting time is preferential, and high latency of attending a banquet is preferential；Call management packet Include workload, conversation recording, message record, satisfaction, performance, statistic of attending a banquet.

Embodiment 4

As shown in figure 4, in the core function architecture design of the utility model, corresponding diagram 2 is further expalined.Pass through The contact of client, voice, video are linked into the voice of access layer, video call couple in router, short message, wechat, microblogging, nail nail Equal APP are linked into Multimedia Message and are uniformly accessed into router, and access layer, which carries out software queuing processing, Message Processing and voice, to be known Not, treated that confidence data is sent to that service center carries out service processing and exports as a result, including automation services and people for access layer Work clothes business, wherein automation services include the moulds such as IM robot, speech robot people, semantic analysis, Intelligence repository, intelligence learning Block simultaneously completes corresponding function, and manual service includes basis call, turns interactive voice, switches attend a banquet state, semantic analysis, knowledge Modules, the business support layers of the utility model such as library, satisfaction evaluation, call routing/IM routing mixing, dynamic priority include The modules such as CRM, charging, BOSS, report carry out data to the above various businesses or function supports.

The utility model is not limited to above-mentioned preferred forms, anyone can obtain under the enlightenment of the utility model Other various forms of products, however, make any variation in its shape or structure, it is all that there is same as the present application or phase Approximate technical solution, all falls within the protection scope of the utility model.

Claims

1. a kind of call platform device, which is characterized in that the call platform device includes first annular bus (1) and the second ring Shape bus (2), the first annular bus (1) are intersected with second ring bus (2) in P1 point and P2 point, and the P1 point connects Enter router, the P2 point accesses IP network, is connected with center on the first annular bus (1) and the second ring bus (2) Controller (3), ivr server (4), cti server (5), report server (6), recording server (7), management server (8), one or more of storage server (9).

2. call platform device as described in claim 1, which is characterized in that the P1 point is equipped with moderator (10).

3. call platform device as described in claim 1, which is characterized in that the ivr server and cti server are single respectively Solely it is arranged in different hardware.

4. call platform device as described in claim 1, which is characterized in that the report server, recording server, management Server, storage server are arranged in the same hardware.

5. call platform device as described in claim 1, which is characterized in that the report server, recording server, management Server, storage server are arranged in different hardware.