WO2007118406A1 - Procédé d'acheminement d'appel réseau et centre d'appel réseau - Google Patents

Procédé d'acheminement d'appel réseau et centre d'appel réseau Download PDF

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Publication number
WO2007118406A1
WO2007118406A1 PCT/CN2007/001022 CN2007001022W WO2007118406A1 WO 2007118406 A1 WO2007118406 A1 WO 2007118406A1 CN 2007001022 W CN2007001022 W CN 2007001022W WO 2007118406 A1 WO2007118406 A1 WO 2007118406A1
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WIPO (PCT)
Prior art keywords
call
sub
call center
network
center
Prior art date
Application number
PCT/CN2007/001022
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English (en)
French (fr)
Inventor
Jianfeng Wang
Yinghao Wu
Xiangyu Zhong
Original Assignee
Huawei Technologies Co., Ltd.
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Publication date
Priority claimed from CN2006100667951A external-priority patent/CN1984194B/zh
Priority claimed from CN2006100667913A external-priority patent/CN1984193B/zh
Application filed by Huawei Technologies Co., Ltd. filed Critical Huawei Technologies Co., Ltd.
Priority to US11/913,562 priority Critical patent/US8102993B2/en
Priority to EP07720596.1A priority patent/EP1876787B1/en
Publication of WO2007118406A1 publication Critical patent/WO2007118406A1/zh

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13138—Least cost routing, LCR
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13141—Hunting for free outlet, circuit or channel
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13164—Traffic (registration, measurement,...)
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13166—Fault prevention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13335—Simulation, emulation
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13343—Neural networks

Definitions

  • a network call center generally includes a Network Intelligent Routing Center (NIRC) and a plurality of sub-call centers, such as shown in FIG. 1, wherein the sub-call centers include: a sub-call center A and a sub-call center B and a sub-call center. C.
  • NIRC Network Intelligent Routing Center
  • the IRC obtains the destination sub-call center according to the device occupancy rate of each sub-call center, or uses the preset corresponding sub-call center as the destination sub-call center. Then, the destination sub-call center interacts with the NIRC and the requesting sub-call center to process the service.
  • the device occupancy rate here refers to the proportion of the current traffic handled by the device that occupies the processing power of the device.
  • the network call routing cannot be flexibly performed according to the processing capability of the device, resulting in unreasonable route allocation.
  • the allocation manner combines the processing capability of the device.
  • the network call routing cannot be performed in combination with the service requirement of the network call service, which results in inflexible network call routing and reduces the service effect of the network call.
  • the network call routing method provided by the present invention is applied to a network call center including a plurality of sub-call centers, and the method includes:
  • the network call routing request is forwarded to the determined sub-call center of D for call processing.
  • the invention provides a network call center, which comprises a plurality of sub-call centers and a network intelligent routing center NIRC, wherein
  • the sub-call center is configured to send a network call routing request to the NIRC as a requesting sub-call center, and/or as a destination sub-call center to receive a network call routing request for call processing; the NIRC is configured to receive the request from the request a network call routing request of the sub-call center, according to the service corresponding proportion of the network call service, or according to the service capability parameter of each sub-call center corresponding to the network call service, determining the destination sub-call center, and receiving the The network call routing request is forwarded to the determined destination sub-call center.
  • FIG. 1 is a network call center architecture diagram
  • Figure 2 is a flow chart of the first embodiment of the present invention.
  • FIG. 3 is a schematic diagram of a configuration interface according to an example of the first embodiment of the present invention
  • FIG. 4 is a flowchart of a second embodiment of the present invention
  • FIG. 5 is a schematic diagram of a configuration interface of an example of a second embodiment of the present invention.
  • BEST MODE FOR CARRYING OUT THE INVENTION The present invention will be further described in detail below with reference to the accompanying drawings.
  • the main idea of the present invention is to determine the destination sub-call center according to the network call routing request corresponding to the service allocation ratio of the network call service, or according to the service capability parameter of each sub-call center corresponding to the network call service, and to make the network call
  • the routing request is transferred to the determined destination sub-call center for call processing, which improves the flexibility of network call routing.
  • Each sub-call center may pre-register a shared device group corresponding to various network call services, and each shared device in the shared device group corresponds to one sub-call center;
  • the method further includes: determining that the shared device group includes the shared device corresponding to the requesting sub-call center.
  • the access rights of the sub-call centers to the shared device group may also be set; the determining the destination sub-call center according to the requirements of the network call service further includes: determining that the request sub-call center has the shared device Group access rights.
  • the party The method further includes: presetting the traffic volume ratio value of each sub-call center with respect to the network call service, and determining, according to the traffic volume ratio value of the sub-call center, the allocation right added to determine the sub-call center as the destination sub-call center once Value, and set the call volume cumulative value; then determining the destination sub-call center according to the traffic distribution ratio of the network call service specifically includes: determining the sub-call center with the most accumulated call volume value according to the accumulated call value of each sub-call center For the purpose of the sub-call center, the call volume cumulative value of the destination sub-call center is increased by an assigned weight. The call volume cumulative value here is initially set to 0.
  • the foregoing determining, according to the traffic volume ratio value of each sub-call center, the added weight of each of the sub-call centers determined as the destination sub-call center may include:
  • the least common multiple of the traffic volume ratio value of each sub-call center is calculated, and the least common multiple is divided by the traffic volume ratio value of the sub-call center to obtain the allocation weight of the sub-call center.
  • the routing process according to the traffic ratio is simple and convenient, the calculation amount is small, and the system burden is reduced.
  • the service capability parameter here is the connection rate or the call loss rate.
  • the method may further include: the sub-call centers periodically report their own number of contacts or call loss numbers; and determining, according to the service capability parameters of the network call service, the sub-call centers include: : calculating the connection rate or the call loss rate of each sub-call center according to the number of connections and the number of call loss reported by each sub-call center, and determining the sub-call center with the highest connection rate or the lowest call loss rate as Destination sub-call center.
  • the loop-sliding window method can be used to calculate the turn-on rate or call loss rate of the sub-call center.
  • connection rate or the call loss rate by the cyclic sliding window method, the accuracy of the calculation of the sub-call center service capability parameter is improved, and the service effect of the network call service is further improved.
  • the sub-call center is configured to send a network call routing request to the IRC as a requesting sub-call center, and/or as a destination sub-call center to receive a network call routing request for call processing;
  • the NIRC is configured to receive a network call routing request from the requesting sub-call center, determine a destination sub-call center according to the service requirement of the network call service, and forward the received network call routing request to the determined destination sub- Call Center.
  • the destination sub-call center is determined according to the traffic distribution ratio of the network call service. Then, each sub-call center can send a request message to the NIRC in advance to register a shared device group that needs to perform network call routing by traffic ratio.
  • the device corresponding to the specific service that can perform network routing is mapped to the network sharing device, and each sub-call center also becomes a network sub-call center, where the services for network routing need to be proportioned according to the traffic volume,
  • Each sub-call center that can be routed, after registering the corresponding network share device with the NIRC forms a shared device group that is routed according to the proportion of the traffic of the specific service, and the NIRC sets the shared device group as a proportional route.
  • the NIRC in addition to recording the network call routing by traffic ratio, including the shared devices of multiple sub-call centers, it is also required to configure the traffic ratio value of each sub-call center in a group of shared devices, and calculate all the shares in each group of shared devices.
  • the least common multiple of the sub-call center traffic volume ratio value is divided by the least common multiple of the traffic volume ratio value of each sub-call center to obtain the allocation weight of the sub-call center.
  • the sub-call centers are sorted according to the cumulative value of the call volume, for example, in ascending order, the accumulated values may all be initially set to zero.
  • FIG. 2 specifically includes the following steps:
  • Step 201 The sub-call center that receives the call request sends a routing request to the NIRC as the requesting sub-call center, that is, requests the destination sub-call center information.
  • the sub-call center requests the routing destination from the network routing center for all received call services that are registered for network call routing by traffic ratio.
  • Step 202 The NIRC determines, according to the received network call routing request and the configuration of the requesting sub-call center and the shared device, whether the requesting sub-call center is legal, that is, determining whether the requesting sub-call center is a network sub-call center, and having an access corresponding The permissions of the device group are shared, if yes, step 203 is performed; otherwise, step 209 is performed.
  • Step 203 The NIRC determines whether the shared device group where the requesting sub-call center is located is configured as a proportional routing mode. If yes, step 204 is performed; otherwise, step 208 is performed.
  • Step 204 The NIRC searches for the sub-call center with the smallest cumulative call volume value of each sub-call center in the group of the shared device group as the destination sub-call center, and adds the allocation value of the central call volume to the distribution weight of the destination sub-call, The child call center reorders and forwards the network call routing request to the destination child call center.
  • Step 2 After receiving the network call routing request, the destination sub-call center determines whether the route is allowed according to the current device state and the routing condition. If yes, step 206 is performed; otherwise, step 207 is performed.
  • Step 206 The destination sub-call center connects with the MRC and the request sub-call center to perform service processing, and then ends the process.
  • the NIRC directly returns the call to the requesting sub-call center for processing.
  • Step 207 The destination sub-call center returns a route request failure information to the NIRC, and then ends the process.
  • Step 208 Perform service processing according to other routing policies set for the group shared device, and then end the process.
  • Step 209 Return a rejection request to the requesting sub-call center, and then end the process.
  • the specific implementation of the above steps 205 to 209 is submitted to the Chinese Intellectual Property Office on April 18, 2002, and the application number is CN02108985.X, and the invention name is "A network call center system and its network call processing method.
  • the patent application has been elaborated and will not be explained here.
  • a set of shared device configuration interfaces using proportional routing is used.
  • the three sub-call centers of Hangzhou Mobile, Ningbo Mobile and Wenzhou Mobile are registered with NIRC as shared devices that route 1860 services by call volume ratio.
  • the shared device group is Zhejiang Network 1860, and the call proportion of the three sub-call centers is set to 6:3:1, and the weights of the three are 3, 6, and 18. Then, during the call, the sub-call center is used as the destination sub-call center once, and the cumulative value of the call volume is increased by the corresponding weight.
  • each sub-call center sends a routing request to the NIRC after receiving the call request for dialing 1860.
  • the NIRC uses the call volume cumulative value of the three sub-call centers as the sub-call center with the smallest cumulative call value as the destination. Sub call center, and corresponding increase The call volume of the destination sub-call center is accumulated and counted; if the destination sub-call center is the request sub-call center, the request is sent to the sub-call center; otherwise, if the destination sub-call center is different from the request sub-call center, The sub-call center establishes a connection with the requesting sub-call center to perform network call transfer processing, that is, performs the above step 206.
  • the destination sub-call center is determined according to the service capability parameter of each of the sub-call centers corresponding to the network call service.
  • the following is an example of the service capability parameter as the connection rate.
  • each sub-call center needs to send a request message to the NIRC in advance to register a shared device group that needs to perform network call routing by the connection rate.
  • the device corresponding to the specific service that can perform network routing is mapped to the network sharing device, and each sub-call center also becomes the network sub-call center.
  • services for network routing that need to be connected according to the connection rate are mutually
  • Each sub-call center that can be routed after registering the corresponding network sharing device with the NIRC, forms a shared device group that is routed according to the connection rate of the specific service, and the NIRC sets the shared device group to the connection rate. Routing mode, and set access rights for each sub-call center.
  • the connection rate and the call loss rate corresponding to each sub-call center are calculated, and the calculated connection rate and the call loss rate are stored in the report status information table of the shared call device of the sub-call center as sample point data.
  • the method for calculating the turn-on rate may be a cyclic sliding window method, in which: the NIRC reports the time interval for reporting the number of connections and the number of call loss of the corresponding shared device to the sampling duration, which is a minimum of 1 second, and Set the statistical duration T, such as 1 minute, then up to 61 sampling points, and the sampling points are sorted from 0 to 60 cycles.
  • the cyclic sliding window method the data of the current sampling point is subtracted from the data of the sampling point before the statistical length, and the AC is used to calculate the connection rate.
  • DC represents the call loss number indicator
  • m represents the sampling duration
  • n is the current sampling point
  • T is the statistical duration
  • connection rate number of turns / (number of switches + number of call losses)
  • the statistical duration T is 1 minute, and the sampling points are sorted from 0 to 60. Because the sliding window method is used, if the current sampling point is 30, the calculation is performed.
  • the connection rate is ⁇ .
  • the call loss rate is used as the device service capability, the sub-call center with the lowest call loss rate is selected as the destination call center.
  • FIG. 4 specifically includes the following steps:
  • Step 401 The sub-call center that receives the call request sends a routing request to the NIRC as the requesting sub-call center, that is, requests the destination sub-call center information.
  • the sub-call center requests the routing destination from the network routing center for all received call services for which the network call routing is registered according to the connection rate.
  • Step 402 The NIRC determines, according to the received routing request and the configuration of the requesting sub-call center and the shared device, whether the requesting sub-call center is legal, that is, determining whether the requesting sub-call center is a network sub-call center, and having the access corresponding shared device The permissions of the group, if yes, go to step 403; otherwise, go to step 409.
  • Step 403 The NIRC determines whether the shared device group in which the requesting sub-call center is located is configured to be in the on-rate routing mode. If yes, step 404 is performed; otherwise, step 408 is performed.
  • Step 404 The NIRC calculates the connection rate of each sub-call center in the shared device, and uses the calculated sub-call center with the highest connection rate as the destination sub-call center, and forwards the routing request to the destination sub-call center.
  • Step 405 After receiving the routing request, the destination sub-call center determines whether to allow routing according to its current device state and routing condition. If yes, step 406 is performed; otherwise, step 407 is performed.
  • Step 406 The destination sub-call center connects with the NIRC and the request sub-call center to perform service processing, and then ends the process.
  • the NIRC directly returns the call to the requesting sub-call center for processing.
  • Step 407 The destination sub-call center returns a route request failure information to the NIRC, and then ends the process.
  • Step 408 Perform service processing according to other routing policies set for the group shared device, and then end the process.
  • Step 409 Return a rejection request to the requesting sub-call center, and then end the process.
  • the specific implementation of the above steps 405 to 409 is submitted to the Chinese Intellectual Property Office on April 18, 2002, and the application number is CN02108985.X, and the invention name is "A network call center system and its network call.” The processing method has been described in detail in the patent application, and will not be described here.
  • a set of configuration interfaces for shared devices based on call loss rate routing is selected.
  • the three sub-call centers of Hangzhou Mobile, Ningbo Mobile and Wenzhou Mobile are registered with NIRC as
  • the shared device group is called Zhejiang Network.
  • each sub-call center sends a routing request to the IRC after receiving the call request to dial 1861, and the NIRC calculates the call loss rate according to the reported number of incoming and outgoing calls of the three sub-call centers, and The sub-call center with the lowest call loss rate is used as the destination sub-call center; if the destination sub-call center is the request sub-call center, the request is sent to the sub-call center; otherwise, if the destination sub-call center is different from the request sub-call center, then The destination sub-call center establishes a connection with the requesting sub-call center to perform network call transfer processing, that is, performs the above step 406.

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Description

网络呼叫路由方法和网络呼叫中心 技术领域 本发明涉及网络路由技术领域， 特别是指一种网絡呼叫路由方法和 一种网绍_呼叫中心。 发明背景 网络呼叫中心中通常包括网絡智能路由中心 （Network Intelligent Routing Center , NIRC )和多个子呼叫中心， 例如图 1所示， 其中的子 呼叫中心包括： 子呼叫中心 A和子呼叫中心 B和子呼叫中心 C。在网络 呼叫中心中， IRC在接收到来自请求子呼叫中心的路由请求后， 根据 各子呼叫中心的设备占有率获取目的子呼叫中心， 或者以预先设定的对 应子呼叫中心作为目的子呼叫中心， 然后由目的子呼叫中心与 NIRC和 请求子呼叫中心交互对业务进行处理。 这里的设备占有率是指设备当前 处理的业务量占用该设备处理能力的比例。
在以预先设定的子呼叫中心作为目的子呼叫中心的方式中， 由于不 能够根据设备的处理能力灵活进行网络呼叫路由， 导致了路由分配的不 合理。
在根据各子呼叫中心的设备占有率获取目的子呼叫中心的方式中， 虽然其分配方式结合了设备的处理能力。 但由于各种不同的业务对呼叫 中心的分配可能有不同的需求。 例如， 有些业务要求保证接通率， 有些 业务要求在各子呼叫中心按比例分配业务。 则上述现有技术中无法结合 网络呼叫业务的业务需求进行网络呼叫路由， 导致网络呼叫路由不灵 活， 降低了网络呼叫的服务效果。 发明内容 有鉴于此， 本发明提供了一种网络呼叫路由方法和一种网络呼叫中 心， 能够提高网络呼叫路由的灵活性。
本发明提供的网络呼叫路由方法， 应用于包括多个子呼叫中心的网 絡呼叫中心， 该方法包括：
接收来自请求子呼叫中心的网絡呼叫路由请求， 根据该请求对应网 络呼叫业务的业务量分配比例， 或者根据各子呼叫中心对应于所述网络 呼叫业务的服务能力参数， 确定目的子呼叫中心， 并将所述网络呼叫路 由请求转至所述确定的 D的子呼叫中心进行呼叫处理。
本发明提供的一种网络呼叫中心， 包括多个子呼叫中心和网络智能 路由中心 NIRC， 其中，
所述子呼叫中心用于作为请求子呼叫中心向所述 NIRC发送网络呼 叫路由请求， 和 /或 , 作为目的子呼叫中心接收网络呼叫路由请求进行呼 叫处理； 所述 NIRC 用于接收来自所述请求子呼叫中心的网絡呼叫路由请 求， 根据该请求对应网络呼叫业务的业务量分配比例， 或者根据各子呼 叫中心对应于所述网络呼叫业务的服务能力参数， 确定目的子呼叫中 心， 并将接收的所述网络呼叫路由请求转发至所述确定的目的子呼叫中 心。
由上述方案可以看出， 本发明中， 通过对于来自请求子呼叫中心的 网络呼叫路由请求， 根据该请求对庄网络呼叫业务的业务量分配比例 , 或者根据各子呼叫中心对应于所述网络呼叫业务的服务能力参数， 确定 目的子呼叫中心， 并将所述网络呼叫路由请求转至所述确定的目的子呼 叫中心进行呼叫处理， 从而实现了根据网络呼叫业务的实际业务量分配 比例需求， 或根据各子呼叫中心对各网络呼叫业务的服务能力， 进行网 络呼叫路由处理， 提高了网络呼叫路由的灵活性。 附图简要说明 图 1为网络呼叫中心架构图；
图 2为本发明第一实施例的流程图；
图 3为本发明第一实施例的一个示例的配置界面示意图； 图 4为本发明第二实施例的流程图；
图 5为本发明第二实施例的一个示例的配置界面示意图。 实施本发明的方式 为使本发明的目的、 技术方案和优点更加清楚， 下面结合附图对本 发明作进一步的详细描述。
本发明的主要思想是， 根据网络呼叫路由请求对应网络呼叫业务的 业务量分配比例， 或根据各子呼叫中心对应于网絡呼叫业务的服务能力 参数， 确定目的子呼叫中心， 并将所述网络呼叫路由请求转至所述确定 的目的子呼叫中心进行呼叫处理， 提高了网络呼叫路由的灵活性。
各子呼叫中心可以预先注册各种网络呼叫业务对应的共享设备组， 所述共享设备组中的每个共享设备对应于一个子呼叫中心；
则所述根据网络呼叫业务的需求确定目的子呼叫中心之前进一步 包括： 确定所述共享设备组中包括所述请求子呼叫中心对应的共享设 备。
此外， 还可以设置各子呼叫中心对所述共享设备组的访问权限； 则所述根据网络呼叫业务的需求确定目的子呼叫中心之前进一步 包括： 确定所述请求子呼叫中心具有对所述共享设备组的访问权限。
当按网络呼叫业务的业务量分配比例确定目的子呼叫中心时， 该方 法进一步包括： 预先设置各子呼叫中心关于所述网絡呼叫业务的业务量 比例值， 根据子呼叫中心的业务量比例值确定每将该子呼叫中心确定为 目的子呼叫中心一次所增加的分配权值， 并设置呼叫量累计值； 则按网 络呼叫业务的业务量分配比例确定目的子呼叫中心具体包括： 根据各 子呼叫中心的呼叫量累计值， 将呼叫量累计值最 、的子呼叫中心确定为 目的子呼叫中心， 并将该目的子呼叫中心的呼叫量累计值增加一个分配 权值。 这里的呼叫量累计值初始设置为 0。
上述根据各子呼叫中心的业务量比例值确定每将该子呼叫中心确 定为目的子呼叫中心一次所增加的分配权值可以包括：
计算各子呼叫中心的业务量比例值的最小公倍数， 并将该最小公倍 数除以子呼叫中心的业务量比例值获得该子呼叫中心的所述分配权值。
通过对于来自请求子呼叫中心的网絡呼叫路由请求， 根据各子呼叫 中心对应的所述网络呼叫的业务量比例确定目的子呼叫中心， 并由目的 子呼叫中心对所述网络呼叫进行处理， 从而实现了按业务量比例进行网 络呼叫的路由处理；
进而， 通过设置业务量比例值， 并根据各子呼叫中心业务量比例值 的最小公倍数确定分配权值， 使得按业务量比例进行路由处理实现简单 方便， 计算量小， 减小了系统负担。
当按各子呼叫中心对应于所述网络呼叫业务的服务能力参数确定 目的子呼叫中心时， 这里的服务能力参数为接通率或呼损率。 此外， 该 方法进一步可以包括： 所述各子呼叫中心定时上报自身的接通数或呼损 数； 所述按各子呼叫中心对应于所述网絡呼叫业务的服务能力参数确 定目的子呼叫中心包括： 根据所述各子呼叫中心上报的接通数和呼损 数， 分别计算各子呼叫中心的接通率或呼损率， 并将接通率最高或呼损 率最低的子呼叫中心确定为目的子呼叫中心。 这里， 可以采用循环滑窗法计算子呼叫中心的接通率或呼损率。 通过对于来自请求子呼叫中心的网络呼叫路由请求， 根据各子呼叫 中心对应的所述网络呼叫的服务能力参数确定目的子呼叫中心， 并由目 的子呼叫中心对所述网絡呼叫进行处理， 从而实现了根据子呼叫中心的 实际服务能力进行网络呼叫的路由处理；
进而， 通过以循环滑窗法计算接通率或呼损率， 提高了子呼叫中心 服务能力参数计算的准确性， 进一步提高了网络呼叫业务的服务效果。
上述对目的子呼叫中心的确定以及对网络呼叫路由请求的转发， 具 体可以由网络呼叫中心中的 IRC来实现。则基于上述思想， 网络呼叫中 心中，子呼叫中心用于作为请求子呼叫中心向所述 IRC发送网络呼叫路 由请求， 和 /或， 作为目的子呼叫中心接收网络呼叫路由请求进行呼叫处 理； 所述 NIRC用于接收来自所述请求子呼叫中心的网络呼叫路由请求， 根据该请求对应网络呼叫业务的业务需求确定目的子呼叫中心， 并接收 的所述网络呼叫路由请求转发至所述确定的目的子呼叫中心。
以下通过具体实施例对本发明进行详细阐述。
在第一实施例中， 当按网絡呼叫业务的业务量分配比例确定目的子 呼叫中心。则各子呼叫中心可以预先向 NIRC发送请求消息注册需要进行 按业务量比例进行网络呼叫路由的共享设备组。 由于各子呼叫中心中， 将可以进行网络路由的特定业务对应的设备映射为网络共享设备， 各子 呼叫中心也成为网络子呼叫中心， 则这里针对需要按业务量比例进行网 络路由的业务， 互相可以路由的各子呼叫中心， 将各自对应的网络共享 设备向 NIRC注册后，组成了一个按该特定业务的业务量比例进行路由的 共享设备组， NIRC将该共享设备组设置为比例路由方式，并设置各子呼 叫中心的访问权限。 在 NIRC除记录按业务量比例进行网络呼叫路由的，包括多个子呼叫 中心的共享设备外， 还需要配置一组共享设备中每个子呼叫中心的业务 量比例值， 并计算每组共享设备中所有子呼叫中心业务量比例值的最小 公倍数， 再以该最小公倍数除以每个子呼叫中心的业务量比例值， 获得 该子呼叫中心的分配权值。 此外， 还需要在 IRC的每组共享设备中， 将 子呼叫中心按呼叫量累计值进行排序， 如进行升序排序， 该累计值初始 可以全部设置为 0。
进行了上述配置后 , 在网络呼叫过程中进行网络呼叫路由的流程如 图 2所示， 具体包括以下步骤：
步骤 201、 接收到呼叫请求的子呼叫中心作为请求子呼叫中心向 NIRC发送路由请求， 即请求目的子呼叫中心信息。
在本实施例中， 子呼叫中心对于接收的注册了按业务量比例进行网 络呼叫路由的所有呼叫业务， 均向网络路由中心请求路由目的地。 步骤 202、 NIRC根据接收的网络呼叫路由请求和该请求子呼叫中心 与共享设备的配置， 判断该请求子呼叫中心是否合法， 即判断该请求子 呼叫中心是否为网络子呼叫中心， 且具有访问对应共享设备组的权限， 如果是则执行步骤 203; 否则执行步骤 209。
步骤 203、 NIRC判断该请求子呼叫中心所在的共享设备组是否配置 为比例路由方式， 如果是则执行步骤 204; 否则执行步驟 208。
步骤 204、 NIRC查找该组共享设备组中各子呼叫中心的呼叫量累计 值最小的子呼叫中心作为目的子呼叫中心， 将该目的子呼叫,中心的呼叫 量累计值增加一个分配权值， 对子呼叫中心重新进行排序， 并向该目的 子呼叫中心转发网络呼叫路由请求。 步骤 205、 目的子呼叫中心接收到网络呼叫路由请求后， 根据自身 当前的设备状态和路由条件判断是否允许路由， 如果是则执行步骤 206； 否则执行步骤 207。
步骤 206、 目的子呼叫中心与 MRC及请求子呼叫中心连接进行业务 处理， 然后结束该流程。 这里， 如果确定出的目的子呼叫中心就是请求 子呼叫中心本身， 则 NIRC直接将呼叫返回到请求子呼叫中心进行处理。
步骤 207、 目的子呼叫中心向 NIRC返回路由请求失败信息， 然后结 束该流程。
步骤 208、 根据为该组共享设备设置的其他路由策略进行业务处理， 然后结束该流程。
步骤 209、 向请求子呼叫中心返回拒绝请求， 然后结束该流程。 上述步骤 205至步骤 209的具体实现在本申请人于 2002年 4月 18曰向 中国知识产权局递交的申请号为 CN02108985.X,发明名称为《一种网络 呼叫中心系统及其网络呼叫处理方法》 的专利申请中已进行详细阐述， 这里不再说明。
下面再通过一种示例进一步对本实施例进行说明。
如图 3所示为一组选用比例路由方式的共享设备的配置界面， 其中 杭州移动、 宁波移动和温州移动三个子呼叫中心向 NIRC注册为将 1860 业务按呼叫量比例进行路由的共享设备， 称该共享设备组为浙江网络 1860, 并设置三个子呼叫中心的呼叫比例值为 6: 3: 1 , 三者的权值分 别为 3、 6和 18。 则在呼叫过程中， 子呼叫中心被作为目的子呼叫中心一 次， 其呼叫量累计值就增加对应的权值。
在进行上述设置后， 每个子呼叫中心在接收到拨打 1860的呼叫请求 后， 都向 NIRC发送路由请求， NIRC根据三个子呼叫中心的呼叫量累计 值将呼叫量累计值最小的子呼叫中心作为目的子呼叫中心， 并对应增加 该目的子呼叫中心的呼叫量累、计值； 如果目的子呼叫中心即为请求子呼 叫中心， 则返回请求子呼叫中心处理； 否则， 如果目的子呼叫中心与请 求子呼叫中心不同， 则在目的子呼叫中心与请求子呼叫中心间建立连接 进行网络呼叫转移处理， 即执行上述步驟 206。
在第二实施例中， 按各子呼叫中心对应于所述网络呼叫业务的服务 能力参数确定目的子呼叫中心。 以下以服务能力参数为接通率为例进行 详细阐述。
在本实施例中，各子呼叫中心需要预先向 NIRC发送请求消息注册需 要进行按接通率进行网络呼叫路由的共享设备组。 由于各子呼叫中心 中， 将可以进行网络路由的特定业务对应的设备映射为网络共享设备， 各子呼叫中心也成为网络子呼叫中心， 则这里对于需要按接通率进行网 络路由的业务， 互相可以路由的各子呼叫中心， 将各自对应的网络共享 设备向 NIRC注册后，组成了一个按该特定业务的接通率进行路由的共享 设备组， NIRC将该共享设备组设置为按接通率路由方式， 并设置各子呼 叫中心的访问权限。
注册了按接通率进行网络呼叫路由共享设备的子呼叫中心， 定时向 NIRC上报对应的设备状态， 如当前的接通数、 呼损数等； NIRC对子呼 叫中心上报的设备状态进行存储， 计算各子呼叫中心对应的接通率和呼 损率， 并将计算出的接通率和呼损率存储到子呼叫中心对应共享设备的 上报状态信息表中作为采样点数据。
计算接通率的方法可以采用循环滑窗法， 具体为： NIRC将子呼叫中 心上报对应共享设备的接通数和呼损数的上报时间间隔作为采样时长， 该时间间隔最小为 1秒， 并设置统计时长 T, 如 1分钟， 则最多为 61个采 样点， 釆样点从 0至 60循环排序。 采用循环滑窗法， 取当前采样点的数 据减去统计时长之前采样点的数据计算接通率， 设 AC代表接通数指标， DC代表呼损数指标、 m代表采样时长， n为当前采样点， T为统计时长， 由于接通率 =接通数 / (接通数 +呼损数） ， 则本实施例中计算接通率的 公式为：
(ACn - ACn.T/m) I ((DCn - DCn.T/m) + (ACn - ACn.T/m))
假设当前请求子呼叫中心路由请求对应共享设备的上报时长为 2 秒， 统计时长 T为 1分钟， 采样点从 0至 60循环排序， 因为采用滑窗法， 若当前采样点为 30, 则计算的接通率为 ·.
(AC[30] - AC[0])/ ( (DC[30] - DC[0]) + (AC[30] - AC[0]) )
若当前采样点为 29, 则计算的接通率为：
(AC[29] - AC[59]) I ( (DC[29]― DC[59]) + (AC[29] - AC[59]) ) 本实施例中以接通率为例进行了说明， 对于采用呼损率作为设备服 务能力的情况下， 计算呼损率时， 呼损率-呼损数 / (接通数 +呼损数）， 当然也可以采用上述类似的循环滑窗法进行计算， 即呼损率 = (DCn - DCn.T/m) I ((DCn - DCn.T/m) + (ACn - ACn_T/m))。以呼损率作为设备服务能力 时， 选择呼损率最低的子呼叫中心作为目的呼叫中心。
进行了上述配置后， 在网络呼叫过程中进行网絡呼叫路由的流程如 图 4所示， 具体包括以下步骤：
步骤 401、 接收到呼叫请求的子呼叫中心作为请求子呼叫中心向 NIRC发送路由请求， 即请求目的子呼叫中心信息。
在本实施例中， 子呼叫中心对于接收的注册了按接通率进行网络呼 叫路由的所有呼叫业务， 均向网絡路由中心请求路由目的地。
步骤 402、 NIRC根据接收的路由请求和该请求子呼叫中心与共享设 备的配置， 判断该请求子呼叫中心是否合法， 即判断该请求子呼叫中心 是否为网络子呼叫中心， 且具有访问对应共享设备组的权限， 如果是则 执行步骤 403; 否则执行步骤 409。 步骤 403、 NIRC判断该请求子呼叫中心所在的共享设备组是否配置 为按接通率路由方式， 如果是则执行步骤 404; 否则执行步骤 408。
步骤 404、 NIRC计算该组共享设备中各子呼叫中心的接通率， 将计 算出的接通率最高的子呼叫中心作为目的子呼叫中心， 并向该目的子呼 叫中心转发路由请求。
步骤 405、 目的子呼叫中心接收到路由请求后， 根据自身当前的设 备状态和路由条件判断是否允许路由， 如果是则执行步骤 406; 否则执 亍步骤 407。
步骤 406、 目的子呼叫中心与 NIRC及请求子呼叫中心连接进行业务 处理， 然后结束该流程。 这里， 如果确定出的目的子呼叫中心就是请求 子呼叫中心本身， 则 NIRC直接将呼叫返回到请求子呼叫中心进行处理。
步骤 407、 目的子呼叫中心向 NIRC返回路由请求失败信息， 然后结 束该流程。
步骤 408、 根据为该组共享设备设置的其他路由策略进行业务处理， 然后结束该流程。
步驟 409、 向请求子呼叫中心返回拒绝请求， 然后结束该流程。 同样地， 上述步骤 405至步骤 409的具体实现在本申请人于 2002年 4 月 18日向中国知识产权局递交的申请号为 CN02108985.X, 发明名称为 《一种网絡呼叫中心系统及其网络呼叫处理方法》的专利申请中已进行 详细阐述， 这里不再说明。
下面再通过一种示例进一步对本实施例进行说明。
如图 5所示为一组选用按呼损率路由方式的共享设备的配置界面， 其中杭州移动、 宁波移动和温州移动三个子呼叫中心向 NIRC注册为将
1861业务按呼损率进行路由的共享设备， 称该共享设备组为浙江网絡
1861。 在进行上述设置后， 每个子呼叫中心在接收到拨打 1861的呼叫请求 后， 都向 IRC发送路由请求， NIRC根据三个子呼叫中心的上报的接通 数和呼损数计算呼损率， 并将呼损率最低的子呼叫中心作为目的子呼叫 中心； 如果目的子呼叫中心即为请求子呼叫中心， 则返回请求子呼叫中 心处理； 否则， 如果目的子呼叫中心与请求子呼叫中心不同， 则在目的 子呼叫中心与请求子呼叫中心间建立连接进行网络呼叫转移处理， 即执 行上述步骤 406。
以上所述仅为本发明的较佳实施例而已， 并不用以限制本发明， 凡在本发明的精神和原则之内，所做的任何修改、等同替换、改进等， 均应包含在本发明的保护范围之内。

Claims

权利要求书
1、 一种网络呼叫路由方法， 应用于包括多个子呼叫中心的网络呼 叫中心， 其特征在于， 该方法包括：
接收来自请求子呼叫中心的网络呼叫路由请求， 才艮据该请求对应网 络呼叫业务的业务量分配比例， 或者根据各子呼叫中心对应于所述网絡 呼叫业务的服务能力参数， 确定目的子呼叫中心， 并将所述网络呼叫路 由请求转至所述确定的目的子呼叫中心进行呼叫处理。
2、 根据权利要求 1所述的方法， 其特征在于， 该方法进一步包括： 各子呼叫中心预先注册所述网络呼叫业务对应的共享设备组， 所述 共享设备组中的每个共享设备对应于一个子呼叫中心；
则所述根据网络呼叫业务的需求确定目的子呼叫中心之前进一步 包括： 判断所述共享设备组中是否包括所述请求子呼叫中心对应的共享 设备， 如果是， 执行所述的根据网络呼叫业务的需求确定目的子呼叫中 心的步骤； 否则， 跳出本方法。
3、 根据权利要求 2 所述的方法， 其特征在于， 所述预先注册所述 网络呼叫业务对应的共享设备组时进一步包括： 设置各子呼叫中心对所 述共享设备組的访问权限；
则所述根据网络呼叫业务的需求确定目的子呼叫中心之前进一步 包括： 确定所述请求子呼叫中心具有对所述共享设备组的访问权限。
4、 根据权利要求 1至 3中任一所述的方法， 其特征在于， 当按所 述网络呼叫业务的业务量分配比例确定目的子呼叫中心时， 该方法进一 步包括： 预先设置各子呼叫中心关于所述网络呼叫业务的业务量比例 值， 根据子呼叫中心的业务量比例值确定各子呼叫中心对应的分配权 值， 并设置呼叫量累计值； 所述按网络呼叫业务的业务量分配比例确定目的子呼叫中心包括： 根据各子呼叫中心的呼叫量累计值， 将呼叫量累计值最小的子呼叫 中心确定为目的子呼叫中心， 并将该目的子呼叫中心的呼叫量累计值增 大一个分配权值。
5、 根据权利要求 4所述的方法， 其特征在于， 所述呼叫量累计值 初始设置为 0。
6、 根据权利要求 4所述的方法， 其特征在于， 所述根据各子呼叫 中心的业务量比例值确定各子呼叫中心对应的分配权值包括：
计算各子呼叫中心的业务量比例值的最小公倍数， 并将该最小公倍 数除以子呼叫中心的业务量比例值， 获得该子呼叫中心的所述分配权 值。
7、 根据权利要求 1至 3 中任一所述的方法， 其特征在于， 当根据 各子呼叫中心对应于所述网络呼叫业务的服务能力参数确定目的子呼 叫中心时， 所述的服务能力参数为接通率或呼损率。
8、 根据权利要求 7所述的方法， 其特征在于， 该方法进一步包括： 所述各子呼叫中心定时上 4艮自身的接通数或呼损数；
所述根据各子呼叫中心对应于所述网络呼叫业务的服务能力参数 确定目的子呼叫中心包括：
根据所述各子呼叫中心上 ^¾的接通数和呼损数， 分别计算各子呼叫 中心的接通率或呼损率， 并将接通率最高或呼损率最低的子呼叫中心确 定为目的子呼叫中心。
9、 根据权利要求 8 所述的方法， 其特征在于， 采用循环滑窗法计 算子呼叫中心的接通率或呼损率。
10、 根据权利要求 9所述的方法， 其特征在于， 所述采用循环滑窗 法计算子呼叫中心的接通率或呼损率包括： 将子呼叫中心上报的接通数和呼损数的上报时间间隔作为采样时 长 m, 并设置统计时长 T, 根据子呼叫中心上报的接通数和呼损数分别 累加计算各子呼叫中心对应的接通数指标 AC和呼损数指标 DC并进行 存储作为采样点数据， 设 n为当前采样点；
则计算接通率的公式为：
(ACn - ACn-T/m) I ((DCn - DCn-T/m) + (ACn - ACn-T/m))
计算呼损率的公式为：
(DCn - DCn-T/m) I ((DCn - DCn-T/m) + (ACn - ACn-T/m))。
11、 一种网络呼叫中心， 包括多个子呼叫中心和网络智能路由中心
NIRC, 其特征在于：
所述子呼叫中心用于作为请求子呼叫中心向所述 NIRC发送网络呼 叫路由请求， 和 /或， 作为目的子呼叫中心接收网络呼叫路由请求进行呼 叫处理；
所述 IRC 用于接收来自所述请求子呼叫中心的网络呼叫路由请 求， 根据该请求对应网络呼叫业务的业务量分配比例， 或者根据各子呼 叫中心对应于所述网络呼叫业务的服务能力参数， 确定目的子呼叫中 心， 并接收的所述网络呼叫路由请求转发至所述确定的目的子呼叫中 心„
PCT/CN2007/001022 2006-04-13 2007-03-29 Procédé d'acheminement d'appel réseau et centre d'appel réseau WO2007118406A1 (fr)

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CN2006100667951A CN1984194B (zh) 2006-04-13 2006-04-13 网络呼叫路由方法
CN200610066791.3 2006-04-13
CN2006100667913A CN1984193B (zh) 2006-04-13 2006-04-13 网络呼叫路由方法

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EP1876787B1 (en) 2019-05-08

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