WO2009070996A1

WO2009070996A1 - Network call center system, call process method, route proxy and route center

Info

Publication number: WO2009070996A1
Application number: PCT/CN2008/071856
Authority: WO
Inventors: Xiangyu Zhong; Jianfeng Wang
Original assignee: Huawei Technologies Co., Ltd.
Priority date: 2007-11-30
Filing date: 2008-08-04
Publication date: 2009-06-11
Also published as: CN101453521A; CN101453521B

Abstract

A network call center system, a call process method, a route proxy and a route center are provided in the radio communication field that can effectively debase the load of NIRC. In the present invention, at least two NRPSs are connected to one NIRC, NIRC transmits downwards the related configuration of each call center in the domain managed by the NRPS to the connected NRPS. NRPS connects with each call center in the domain managed by the NRPS, NRPS processes the request initiated by the call center in the managed domain according to the obtained related configuration. When the call center that satisfies the request of the network route exists in the domain of NRPS, the network route request is processed by NRPS; when the call center that satisfies the request of the network route does not exist in the domain of NRPS, the network route request is transmitted to NIRC once more, the call center that satisfies the request of the network route is obtained by NIRC through other connected NRPSs.

Description

TECHNICAL FIELD The present invention relates to the field of communications, and in particular to a network call technology. BACKGROUND With the rapid advancement of communication technologies, in a network system in which multiple networks coexist, the network call center solution solves the problem of resource sharing among multiple call centers. The network topology structure of the existing network call center system is as shown in the figure. As shown in Figure 1, a plurality of call centers (Call Centers, referred to as "CCs"), such as call center A, call center B, and call center C are respectively connected to the same network intelligent routing center ("NICC"). . In this configuration, network resources can be shared within multiple call centers. For example, when one call center service is busy, some call centers can share a part of the call.

The method for processing a network call by the network call center system shown in FIG. 1 is as shown in FIG. 2, and the processing procedure thereof is as follows:

In step 201, call center A initiates a network routing request to the NIRC.

In step 202, after receiving the request, the NIRC searches for the current optimal route destination, assuming call center B, and then proceeds to step 203, and the NIRC forwards the network route request to the destination call center B.

In step 204, the destination call center B determines whether the route request is supported according to the current device load status and routing conditions of the call center, and returns a network route response message accordingly. Specifically, if the route is allowed to proceed, proceed to step 205, return a response message to the NIRC that allows the network route, and proceed to step 207; if the route is not allowed, proceed to step 206 to return to the NIRC. The response message of the route is rejected, and the process proceeds to step 207 as well.

In step 207, the NIRC returns a route response message from the destination call center B to call center A.

In step 208, call center A performs corresponding processing according to the received route response message. Specifically, if the route response message received by the call center A is an allowed route, a network call is initiated to the destination call center B, and the caller of the call center A is handled by the operator in the call center B; if the call center A receives If the route response message is not allowed, the route fails.

However, in the process of studying this technology, the inventor of the present invention found that in the above network call center system, NIRC is located at the core of the entire network, and all routing requests are handled by the NIRC distribution, and each routing calculation needs to occupy NIRC. Limited resources, obviously, the load of NIRC in the system is high, and the number of network routing requests that NIRC can handle is limited, and will become the routing bottleneck of the entire network call center system.

SUMMARY OF THE INVENTION The technical problem to be solved by embodiments of the present invention is to provide a network call center system, a call processing method, a routing agent, and a routing center. The load of the NIRC can be effectively reduced by the embodiment of the present invention.

An embodiment of the present invention provides a network call center system, including: a network intelligent routing center NIRC, at least two network routing proxy servers ("NRPS"), and at least two call centers, each NRPS Information exchange with NIRC, each call center exchanges information with its own NRPS;

The call center is used to initiate a request to the NRPS to which it belongs; The NIRC is used to deliver, to each NRPS, a related configuration of each call center in each NRPS jurisdiction;

Each NRPS is configured to process the request within the scope of the NRPS according to the relevant configuration of each call center within the scope of the NRPS obtained from the NIRC upon receiving a request initiated by the call center within the jurisdiction A request initiated by the source call center, or by interacting with the NIRC to process a request initiated by a call center within the jurisdiction

The embodiment of the present invention further provides a network call processing method, including the following steps: The network routing proxy server NRPS obtains the network routing request initiated by the source call center within the jurisdiction, according to the NIRC obtained from the network intelligent routing center Corresponding configuration of each call center within the NRPS jurisdiction, searching for a call center that satisfies the network routing request in each call center within the scope of the NRPS;

If the NRPS finds a call center that satisfies the network routing request, it notifies the source call center of the found call center as the destination call center.

The embodiment of the present invention further provides a network call processing method, including the following steps: When the network intelligent routing center NIRC receives the network routing request forwarded by the first network routing proxy server NRPS, the network routing request is passed by the first NRPS. Other NRPS, obtaining a call center that satisfies the network routing request;

If the NIRC obtains a call center that satisfies the network routing request through the other NRPS, the obtained call center is notified to the first NRPS.

The above two network call processing methods of the embodiments of the present invention at least include acquiring, by the NRPS, specific technical features of a call center that satisfies a network routing request.

An embodiment of the present invention further provides a network routing proxy server, including:

a receiving module, configured to receive a network routing request initiated by a source call center in a jurisdiction; a searching module, configured to find a call center that satisfies the network routing request within the NRPS jurisdiction according to the relevant configuration of each call center within the scope of the NRPS obtained from the NIRC;

The notification module is configured to notify the source call center that the found call center is used as the destination call center when the search module finds the call center that satisfies the network routing request.

The network routing proxy server of the embodiment of the present invention may be placed in the network call center system. An embodiment of the present invention further provides a network intelligent routing center, including:

An obtaining module, configured to: when receiving a network routing request forwarded by the NRPS, acquire a call center that satisfies the network routing request by using another NRPS other than the NRPS that forwards the network routing request; the first response module is configured to acquire the module When the call center that satisfies the network routing request is obtained, the obtained call center is notified to the NRPS that forwards the network routing request.

The network intelligent routing center of the embodiment of the present invention may be placed in the network call center system.

In the embodiment of the present invention, at least two network routing proxy servers NRPS are connected under one NIRC, and the NIRC sends the related configuration of each call center in the NRPS jurisdiction to the connected NRPS. The NRPS is connected to each call center within the jurisdiction of the NRPS, and the NRPS handles the request initiated by the call center within the jurisdiction according to the acquired configuration. By NRPS sharing the request initiated by the call center within the jurisdiction, the burden on the NIRC is reduced, which effectively reduces the load on the central NIRC. Moreover, the network layer reduces the pressure on a single network node, solves the bottleneck problem of the central route processing, and thus can expand the scalability of the entire network.

BRIEF DESCRIPTION OF DRAWINGS FIG. 1 is a schematic diagram of a topology structure of a network call center system in the prior art;

2 is a flow chart of a method for processing a network call in the prior art; 3 is a schematic diagram of a topology of an embodiment of a network call center system according to the present invention; FIG. 4 is a schematic diagram showing an example of a topology of an embodiment of a network call center system according to the present invention; FIG. Schematic diagram of the structure;

6 is a flowchart of an embodiment of a network call processing method of the present invention;

7 is a flow chart showing an implementation manner of a shared agent-to-call center configuration method with call center configuration authority according to the present invention;

FIG. 8 is a flow chart showing an implementation manner of a method for initiating quality inspection or monitoring by a shared agent having quality inspection or monitoring authority according to the present invention.

BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, embodiments of the present invention will be described in further detail with reference to the accompanying drawings.

A network call center system according to an embodiment of the present invention includes: an NIRC, at least two NRPSs, and at least two call centers. As shown in FIG. 3, the NIRC is connected to each NRPS, and the NRPS is associated with each call center within the scope of the NRPS. connection. The NIRC stores the relevant configurations of each call center within each NRPS jurisdiction. The NRPS processes the call center initiated requests (including network routing) within the jurisdiction based on the relevant configurations of the call centers within the NIRC jurisdiction obtained from the NIRC. Requests, login requests, monitoring and monitoring requests, etc.).

In a specific implementation, the same configuration information may be used in the entire network call center system, and the configuration information includes related configurations of call centers in the entire network. The relevant configurations of the call center include the identification number of the call center and call center management. The device and the service that the device can provide, the agent number, the device that can be shared with other call centers, the agent number, etc., wherein the call center identification number, the shared agent number, and the shared device number are unique to the entire network. In addition, this configuration information can be per NRPS For the division of the jurisdiction, for example, NRPS1 governs the southern and northern areas, and the call centers within the jurisdiction of NRPS1 include the Weinan Call Center and the Yubei Call Center, and the corresponding information in the NRPS1 jurisdiction is included in this configuration information. The relevant configuration of the center, the identification number of the Weinan Call Center, the identification number of the Weibei Call Center, the equipment in the Weinan Call Center, and the seat number, may include the equipment and seat number shared by the Weinan Call Center and other call centers. And the equipment and seat number in the call center of Weibei, which can include the equipment and seat number shared by the Beibei Call Center and other call centers.

This configuration information can be loaded during NIRC initialization and is updated and synchronized by the NIRC. This centralized configuration of configuration information makes configuration information easy to maintain and update. When the NRPS is initialized, the relevant configuration of each call center in the NRPS jurisdiction can be read from the NIRC and the connection to the NIRC is maintained.

When the global configuration in NIRC changes, NIRC can send configuration change notifications to all connected NRPSs, allowing NRPS to update configuration information; NIRC can also be used when the configuration in one of the NRPS jurisdictions connected to NIRC changes. A configuration change notification is sent to this NRPS, so that the NRPS obtains the updated configuration information.

In addition, since each call center in the same area belongs to the same NRPS jurisdiction, a single-point check-in multi-party configuration can also be implemented through NRPS, that is, a shared agent with configuration rights is logged into a call center under the jurisdiction of an NRPS. After that, multiple call centers within the NRPS jurisdiction can be configured.

For convenience of description, a network call center system including one NIRC, two NRPS (NRPS1 and NRPS2), and six call centers is taken as an example, as shown in FIG. 4, wherein there are two call centers in the NRPS1 jurisdiction, respectively. For call center A and call center B; there are 4 call centers within the scope of NRPS2, namely call center C, call center D, call center E and call center F. The specific structure of the network call center system is shown in FIG. 5. The NRPS includes a configuration acquisition module, a receiving module, a lookup module, a notification module, a first forwarding module, a second forwarding module, a third forwarding module, a fourth forwarding module, and a third response module; and in the NIRC, the storage is included The module, the obtaining module, the first responding module, the second responding module, the fourth responding module, the sending module, and the fifth forwarding module, wherein the obtaining module further includes a selecting submodule, a forwarding submodule, and a call center receiving submodule. In order to distinguish, for NRPS1, each module included is marked with "1"; for NRPS2, each module included is marked with "2".

Since the shared agent with the call center configuration authority can log in to the NRPS, when the receiving module 1 of the NRPS1 receives the login request sent by the shared agent having the call center configuration authority in the call center A within the jurisdiction, the second of the NRPS1 Forwarding module 1 forwards the login request to NIRC. After the NIRC receives the login request forwarded by the second forwarding module 1 of the NRPS1, the NIRC second response module returns information of all the call centers registered with the shared agent to the NRPS1. Then, the notification module 1 of the NRPS1 notifies the received information of all the call centers registered with the shared agent to the shared agent having the call center configuration authority, so that the shared agent can selectively check in to register the share. The call center of the agent, and the shared agent can configure multiple call centers registered with the shared agent. The submission of related configuration data is also forwarded to the destination call center through the NRPS to which the source call center belongs, the NIRC, and the NRPS to which the destination call center belongs.

The following describes how the NRPS handles network routing requests sent by call centers within its jurisdiction.

When the source call center (e.g., for call center A) initiates a network routing request, the network routing request is received by the receiving module 1 of the NRPS 1 to which it belongs. The NRPS1 will process the network routing request initiated by the call center within the jurisdiction according to the configuration of each call center in the NRPS1 jurisdiction obtained by the configuration acquisition module 1 from the NIRC.

Specifically, the search module 1 acquires the relevant configuration acquired by the module 1 according to the configuration, in the NRPS1 Find the call center that meets the network routing request within the jurisdiction. For example, if the voice request for the Korean service is requested in the network routing request, the search module 1 searches for the voice device capable of providing the Korean service according to the configuration of each call center in the NRPS1 jurisdiction acquired by the configuration acquisition module 1. A call center, a call center having the voice device capable of providing Korean services, which is called a call center that satisfies the network routing request.

When the lookup module 1 finds a call center (e.g., call center B) that satisfies the network routing request, the notification module 1 will forward the network routing request to the call center B. After receiving the network route request response message of the call center B, the notification module 1 notifies the call center B to the source call center A through the network route request response message, and the source call center A passes the call center B. Communication, handling network calls. For example, in the network routing request response message, the call data including the primary and secondary call addresses, virtual call identifiers, and the like are included. The source call center A initiates a call to the destination call center B based on these call data.

If the search module 1 finds a plurality of call centers satisfying the network routing request of the source call center within the jurisdiction of the NRPS 1, the NRPS 1 calculates an optimal route destination according to the routing policy, and determines the destination call center according to the calculation result. For example, the optimal route destination can be calculated according to the route expression. For example, the expression can be set as: idle attendant/total attendant, so that the call center with the highest current idle ratio can be calculated; or, the route cost can be calculated. The optimal routing destination, such as setting the routing cost between each call center, can calculate the call center with the lowest cost; or, the optimal routing destination can be calculated according to the device occupancy rate, that is, the busyness of the device according to the routing destination Degree of routing.

Then, the notification module 1 also forwards the network routing request to the destination call center, and after receiving the response message of the network routing request of the destination call center, notifies the destination call center to the source call center through the notification module 1, ie The network route response message is forwarded to the source call center.

When the search module 1 does not find a call that satisfies the network routing request within the scope of this NRPS1 At the center, the first forwarding module 1 will forward the network routing request to the NIRC.

After receiving the network routing request forwarded by the first forwarding module 1 of the NRPS1, the NIRC obtains the call center that satisfies the network routing request by the acquiring module through another NRPS2 (also referred to as a second NRPS) connected to the NIRC. The acquisition module of the NIRC further includes a selection submodule, a forwarding submodule, and a call center receiving submodule.

Specifically, after receiving the network routing request forwarded by the first forwarding module 1 of the NRPS1, the forwarding submodule of the acquiring module of the NIRC forwards the network routing request to the NIRC to be connected with the network routing request required by the network routing request. Other NRPS (also referred to as second NRPS) of shared device configuration, such as NRPS2, if there are multiple other NRPS (also called second NRPS), the forwarding sub-module of NIRC can forward the network routing request. Give all the other NRPS.

In each NRPS that receives a network routing request forwarded by the NIRC, NRPS2 is taken as an example, and its search module 2 will find a call center that satisfies the network routing request in each call center within the scope of the NRPS2. For example, if the voice request for the Korean service is requested in the network routing request, the search module 2 searches for the voice device capable of providing the Korean service according to the configuration of each call center in the NRPS2 jurisdiction acquired by the configuration acquisition module 2. A call center, a call center having the voice device capable of providing Korean services, which is called a call center that satisfies the network routing request.

If the search module 2 finds a call center that satisfies the network routing request, for example, if the call center D meets the network routing request, the notification module 2 notifies the discovered call center D to the NIRC, and The call center D forwards the network routing request. If the search module 2 finds multiple call centers within the NRPS2 jurisdiction, for example, both the call center C and the call center D satisfy the network routing request, the NRPS2 will select the destination call center in the area according to the routing policy, and then the notification module 2 Forwarding the network routing request to the selected destination call center, and after receiving the response message of the network routing request returned by the destination call center, the destination call center in the area is Notify the NIRC. Similarly, the NRPS that receives the network routing request forwarded by the NIRC has the same processing procedure as the NRPS2, and is not described here.

In NIRC, a call center receiving submodule in the acquisition module of the NIRC is used to receive a call center that satisfies the request in the network routing request response message returned by another NRPS (also referred to as a second NRPS). Information, if the call center receiving sub-module receives only one call center that satisfies the network routing request, for example, only receives information from the NRPS 2 including the call center D, then the call center D is used as the acquired call center; If the call center receives two or more messages from the call center that satisfy the network routing request, such as in the system shown in Figure 3, the NIRC receives the call center D from NRPS2 and from NRPS3. For the information of the call center H, the selection sub-module of the acquisition module of the NIRC selects an optimal routing destination from each call center according to the routing priority, and uses the selected call center as the obtained call center, for example, selecting Call Center D serves as the acquired call center. The NIRC then notifies the call center D to the NRPS 1 via the first response module.

In the NRPS1, after the NRPS1 receives the notification from the first response module of the NIRC to the call center that satisfies the network routing request, the notification module 1 uses the call center D in the received notification as the destination call center, and notifies the network through the route request response message. Give the source call center A. The network routing request response message includes call data such as a primary and secondary call address and a virtual call identifier. The source call center A then initiates a call to the destination call center D based on the call data.

In addition, after receiving the call from the source call center, the destination call center may send a route arrival notification to the NRPS to which the destination call center belongs. After receiving the route arrival notification, the NRPS forwards the route arrival notification to the NIRC, and the NIRC forwards the route arrival notification to the NRPS 1 to which the source call center A belongs. After the source call center A initiates a call to the destination call center, the source call center A may send a route completion notification to the NRPS1 to which the source call center A belongs. NRPS1 receives the route completion notification and the route sent by NIRC After the notification is reached, the call transfer ticket is recorded to complete the entire call process.

In NRPS2, if the search module 2 does not find a call center that satisfies the network routing request, that is, the call center C, the call center D, the call center E, and the call center F within the jurisdiction of the NRPS2 do not satisfy the network routing request. Then, the notification module 2 can return a route failure response to the NIRC.

If the response messages returned by other NRPSs in the NIRC jurisdiction are route failure responses, it indicates that the NIRC acquisition module cannot obtain the call center that satisfies the network routing request, and the first response module of the NIRC will return the route to NRPS1. Failure response; NRPS1 will receive a route failure response to source call center A if it receives a route failure response from the first response module of the NIRC.

In summary, when there is a call center that satisfies the network routing request in the area of the NRPS, the NRPS processes the network routing request, and when there is no call center that satisfies the network routing request in the NRPS area, the network routing request is forwarded to the NIRC. The call center that satisfies the network routing request is obtained by the NIRC through other NRPSs (also referred to as second NRPS) connected. Because the routing forwarding and routing calculation functions that were originally concentrated on NIRC are separated, NIRC is mainly responsible for routing between areas. NRPS is mainly responsible for routing calculations in the area. Only when there are not enough resources in the area, NIRC collaboration is required. Not only does it achieve the goal of reducing the central NIRC load, but also ensures the success rate of the call center that meets the network routing request.

The network call center system shown in Figure 4 is taken as an example to describe how the NRPS handles the quality inspection or monitoring request initiated by the shared agent with quality inspection or monitoring authority in the call center under the jurisdiction.

A shared agent with quality inspection or monitoring authority logs in to the quality inspection station or monitoring station. After a quality inspection or monitoring request is initiated, the source call center (such as call center A) forwards the quality inspection or monitoring request to the NRPS (such as NRPS1). When the receiving module 1 of the NRPS1 receives the call center A within its jurisdiction, it has a quality When the quality inspection or monitoring request initiated by the shared agent of the inspection or monitoring authority is initiated, the third forwarding module 1 of the NRPS1 will forward the quality inspection or monitoring request to other call centers registered with the shared agent within the jurisdiction, and then, by the third The response module 1 returns the received quality inspection or monitoring results of other call centers to the call center A. The registration refers to the call center associating the local agent with the network agent, indicating that the network agent corresponds to a local agent of the call center. For example, the local agent a of the call center 1 and the local agent b of the call center 2 are associated with the network agent C, so that when a network monitoring request is initiated, both the call centers 1 and 2 will receive the monitoring request message, due to the agent. Both the a and the agent b are associated with the network agent c. The monitoring request of the call center 2 for a will be regarded as the monitoring request initiated by the local agent b, and the subsequent processing flow is the same as the monitoring request processing procedure initiated by the call center 2 for the call center 2.

It should be noted that the shared agent with quality inspection or monitoring authority can not only check or monitor other agents in the call center, but also pass the NRPS quality inspection or monitor the seats in other call centers within the scope of the NRPS. Even through the NRPS and NIRC, it can check or monitor the agents in other call centers within the whole network, so that the shared agents with quality inspection or monitoring rights can conduct quality inspection or monitoring on the call centers of the whole network.

Specifically, when the receiving module 1 of the NRPS1 receives a quality inspection or monitoring request initiated by a shared agent with quality inspection or monitoring authority in the call center A within its jurisdiction, the NRPS1 also forwards to the NIRC through the fourth forwarding module 1 The quality check or monitoring request.

The NIRC fifth forwarding module forwards the quality check or monitoring request to other NRPS (also referred to as a second NRPS) that has registered the shared agent upon receiving the quality check or monitoring request forwarded by the NRPS1. If NRPS2 registers the shared agent, the quality check or monitoring request is forwarded to NRPS2. The third forwarding module 2 of the NRPS2 forwards the quality inspection or monitoring request to the call center in which the shared agent is registered in the jurisdiction when receiving the quality inspection or monitoring request forwarded by the NIRC, and then receives the quality inspection or monitoring request by the third response module 2 The quality inspection or monitoring results of the call center to be returned to NIRC. NIRC's fourth response module will The quality inspection or monitoring results of the call center received at NRPS2 are returned to the NRPS1 that forwards the quality inspection or monitoring request.

Finally, the quality response or monitoring result of the call center received from the NIRC is returned to the call center A by the third response module 1 of the NRPS1.

In addition, the NIRC further includes a storage module and a delivery module, where the storage module is configured to store related configurations of each call center in each NRPS jurisdiction; the delivery module is used to be related to a call center of the entire network. When the configuration changes, the issuing module of the NIRC will deliver the relevant configuration of each call center in the NRPS jurisdiction to the connected NRPS; when the relevant configuration of the call center in the single NRPS jurisdiction changes, under the NIRC The sending module will separately issue the relevant configuration of each call center in the NRPS jurisdiction to the NRPS.

The following is an example of the configuration of such a network call center system:

First configure the call center information, then configure the Matrix Directory Number ("VDN"), and assign the call center configured in the previous step to the VDN, as shown in Table 1:

Table 1

The VDN is used to divide the skill queues of different call centers. For example, the 1860 skill queue at the Α, Β call center can be classified into a large customer VDN.

Then, each NRPS needs to be configured in NIRC, and the relevant VDNs are allocated to each NRPS, as shown in Table 2, where the Weinan Call Center and the Weibei Call Center belong to the same NRPS jurisdiction, such as calls within the jurisdiction of NRPS1. center: Primary IP address in the client call, alternate IP address, associated identifier VDN

1 皖南呼 10.70.104.196 10.70.104.198 1

Call center

2 皖北呼 10.71.105.31 10.71.105.33 1

Call center

Table 2

Since the call center is usually configured in active/standby mode, after the host fails, the standby device automatically switches to the host. The call center uses the primary and backup IP address parameters to maintain message communication with the NRPS. When the primary call center crashes, the standby center will Switch to the host and continue to connect to the NRPS. Therefore, each call center has a primary IP address and an alternate IP address.

Next, you can configure shared agents and shared devices, and assign shared agents and shared devices to the specified NRPS, as shown in Table 3:

table 3

After configuring a shared device in NIRC, you can configure local devices and shares in the Weinan Call Center. The mapping of devices, as shown in Table 4:

Table 4

In this way, the shared device is associated with the local device of the Weinan call center, and then similar settings are made in the northeast call center to map the shared device to the local. When the network call arrives at the NRPS in the Anhui area, the NRPS can select the Weinan Call Center or the Weibei Call Center as the destination call center to return the route response according to the routing policy.

Simply put, one NRPS can be associated with multiple VDNs; one VDN can be associated with multiple call centers; at the same time, one shared device can be set to belong to a VDN and NRPS. These configurations are all configured in NIRC, and then The relevant configuration is sent by the NIRC to the NRPS, so that each NRPS knows which VDNs in the area, which shared devices, and which call center. When the NRPS receives a routing request for a shared device, it first looks for the VDN to which the shared device belongs. After checking, it can see which call centers in the VDN can provide services, and then select one of these call centers. The optimal call center is returned as a route destination. With the network call center system of the present embodiment, at least two network NRPSs are connected under one NIRC, and the NIRC sends the relevant configurations of the call centers in the NRPS jurisdiction to the connected NRPS. The NRPS is connected to each call center within the scope of the NRPS, and the NRPS processes the request initiated by the call center (including network routing request, quality inspection, monitoring, login request, etc.) according to the acquired relevant configuration. The request initiated by the NRPS to share the call center within the jurisdiction reduces the burden on the NIRC, thereby effectively reducing the load on the central NIRC. Moreover, the layering of the network reduces the pressure of the single network node, and solves the bottleneck problem of the central routing processing, thereby expanding the scalability of the entire networking.

In the network call processing method according to an embodiment of the present invention, the NIRC is respectively connected to at least two NRPSs, and each NRPS obtains the relevant configurations of the call centers in the NRPS jurisdiction from the NIRC to form a network call center system, as shown in FIG. Shown.

The network call processing method of the present embodiment will be specifically described below by taking the call center A in the system as an example.

As shown in FIG. 6, in step 601, call center A in the system sends a network routing request to its NRPS1.

In step 602, when receiving the network routing request of the source call center A in the jurisdiction, the NRPS1 searches for the request in the call center according to the relevant configuration of each call center within the scope of the NRPS 1 obtained from the NIRC. Call center. If a call center that satisfies the network routing request is found in these call centers, the optimal routing destination is calculated as a result of the search according to the routing policy. For example, for call center B, the found call center B is used as the destination call. Center, and proceeds to step 603; if each of the call centers within the NRPS1 jurisdiction does not satisfy the network routing request, that is, if not found, then proceeds to step 605.

In step 603, NRPS1 forwards the network routing request to the destination call center B. And at After receiving the network route request response message of the destination call center B, the destination call center B is notified to the source call center A by using the network route request response message, where the network route request response message carries the active and standby call addresses and the virtual call identifier. Wait for call data. Then, proceed to step 604.

In step 604, after receiving the network route request response message, the source call center A initiates a call to the destination call center B according to the call data carried in the message and the information of the destination call center B. After the call connection is successful, the destination call center B returns a route arrival notification to the NRPS1. After the source call center A initiates the actual call, it sends a route completion notification to NRPS1, so that NRPS1 can record the call CDR according to the route arrival notification and the route completion notification, complete the call process, and end the process.

In step 605, the NRPS1 forwards the network routing request to the NIRC because the call center that satisfies the network routing request is not found within the scope of the NRPS1.

In step 606, after receiving the network routing request, the NIRC forwards the routing request to the other NRPS having the device other than the NRPS1 that initiated the routing request according to the shared device requested in the network routing request.

In step 607, each NRPS searches for a network routing request forwarded by the NIRC, and according to the routing policy and the relevant configuration of each call center within the scope of the NRPS jurisdiction obtained from the NIRC, finds within the jurisdiction of the NRPS that the request is satisfied. Call Center. For each NRPS, different steps are performed separately depending on the results of the lookup. details as follows:

When the NRPS finds two or more call centers that satisfy the network routing request, the NRPS calculates an optimal route destination according to the routing policy, and sends the calculation result as a final query result to the NIRC; when the NRPS finds a satisfaction When the network routes the requested call center, the NRPS returns the queried call center to the NIRC; when the NRPS does not find any call center that satisfies the network routing request within its jurisdiction, the NRPS will return a route to the NIRC. Failure response.

If at least one NRPS in each NRPS returns a call that satisfies the network routing request If the heart is successful, the process proceeds to step 608. If all the NRPSs return a route failure response to the NIRC, the search fails, that is, the call center that satisfies the network route request is not found, and the process proceeds to step 611.

In step 608, the NIRC receives the call center that is found by each NRPS and satisfies the network routing request. If two or more NRPSs return to the found call center, for example, in the system shown in FIG. 3, the NIRC receives To the call center D from NRPS2 and the call center H from NRPS3, the NIRC will select an optimal route destination from each call center according to the route priority, and use the selected call center as the acquired call. The center, for example, selects call center D as the acquired call center. If there is one and only one NRPS returns a call center, the call center is directly used as the acquired call center. The NIRC then notifies the acquired call center to the NRPS1 via the network route request response message, and then proceeds to step 609.

In step 609, the NRPS1 notifies the call center from the NIRC as the destination call center to the source call center A through the network route request response message. In addition, the response message further includes call data such as the primary and secondary call addresses and the virtual call identifier. After receiving the response message, the source call center A initiates a call to the destination call center according to the notified call data and the destination call center. Then, go to step 610.

In step 610, after receiving the actual call from the source call center A, the destination call center sends a route arrival notification to the NRPS to which the destination call center belongs, and after receiving the route arrival notification, the NRPS forwards the notification to the NIRC, and then The NIRC forwards the route arrival notification to the source NRPS1, so that the NRPS knows that the network call is successful.

The source call center A sends a route completion notification to the NRPS1 after initiating the actual call. After receiving the route completion notification and the route arrival notification forwarded by the NIRC, the NRPS1 records the call transfer CDR and completes the entire call process. End this process. In step 611, since each other NRPS (also referred to as a second NRPS) cannot find the call center that satisfies the network routing request, it returns a response to the NIRC route failure. Therefore, the NIRC returns the route to NRPS1 accordingly. In response, and proceeds to step 612.

In step 612, after receiving the route failure response from the NIRC, the NRPS1 forwards the route failure response to the source call center A, and ends the process.

In the process of processing the network routing request in this embodiment, when there is a call center that satisfies the network routing request in the area of the NRPS, the network routing request is processed by the NRPS, and the call center that does not satisfy the network routing request in the area of the NRPS When the NRPS forwards the network routing request to the NIRC, the NIRC obtains the call center that satisfies the network routing request through the other NRPS (also referred to as the second NRPS) connected. Because the routing forwarding and routing calculation functions that were originally concentrated on the NIRC are separated, the NIRC is mainly responsible for routing between areas. The NRPS is mainly responsible for routing calculations in the area. Only when there are not enough resources in the area, the NIRC collaboration is required. Not only does it achieve the goal of reducing the central NIRC load, but also ensures the success rate of the call center that meets the network routing request.

The burden on the NIRC is mitigated by the NRPS sharing of requests from call centers within the jurisdiction of the jurisdiction, which effectively reduces the load on the central NIRC. Moreover, the network layer reduces the pressure on a single network node, solves the bottleneck problem of the central route processing, and thus can expand the scalability of the entire network.

Another embodiment of the network call processing method of the present invention is based on the implementation of the network call processing method shown in FIG. 6, adding a shared agent with call center configuration authority, and configuring the call center by logging in to the NRPS. The configuration of the call center by logging in to NRPS1 is described as an example of a shared agent with call center configuration authority in call center A in the system.

The specific process is shown in FIG. 7. In step 701, the shared agent in the call center A having the call center configuration right sends a login request to the NRPS1 to which it belongs.

In step 702, after receiving the login request, the NRPS1 forwards the login request to the NIRC. In step 703, upon receiving the login request forwarded by the NRPS1, the NIRC returns information of all call centers registered with the shared agent to the NRPS1.

In step 704, the NRPS1 notifies the shared agent of the source call center A that all the call centers registered by the NIRC are registered to the shared call, and the shared agent configures the call center registered with the shared agent to complete the process. . For example, a shared agent can optionally check in to a call center that has registered the shared agent, and configure multiple call center configurations at the same time. Configuration data submissions are also forwarded to the destination call center via NRPS and NIRC forwarding.

Since the same configuration information can be used throughout the network call center system, it is loaded at NIRC startup and is updated and synchronized by the NIRC. Therefore, this centralized configuration management mode makes configuration information easy to maintain and update. The NIRC can provide the NRPS with the relevant configurations of the call centers in the NRPS jurisdiction, so that the shared agents in the call center can obtain the corresponding network share and network device configuration information through the NRPS to which the call center belongs, thereby registering. The call center of the shared agent is configured to share and rationally utilize network resources. At the same time, the mode managed in the configuration information set is also convenient for monitoring and detecting the entire network. For details, refer to the description of the quality inspection or monitoring process in the fourth embodiment.

Another embodiment of the network call processing method of the present invention is based on the implementation of the network call processing method shown in FIG. 6, adding a shared agent with quality inspection or monitoring authority, and initiating a process of quality inspection or monitoring request. For example, a shared agent with quality inspection or monitoring authority in call center C in the system initiates a quality inspection or monitoring request as an example.

The specific process is shown in FIG. 8. In step 801, the shared agent with the quality inspection or monitoring authority in the call center C initiates a quality inspection or monitoring request by logging in to the quality inspection station or the monitoring station, and the call center C belongs to it. The NRPS2 forwards the quality check or monitoring request. At the same time, the process proceeds to step 802 and step 805.

In step 802, after receiving the quality inspection or monitoring request, the NRPS2 registers the jurisdiction with the jurisdiction. The other call center sharing the agent forwards the quality check or monitoring request. For example, in NRPS2, if both the call center E and the call center F register the shared agent, and the call center D does not register the shared agent, the NRPS2 will call the call center. E and call center F forward the quality check or monitoring request, respectively, and proceeds to step 803.

In step 803, the call center that received the quality check or monitoring request returns a quality check or monitoring result to the NRPS 2.

In step 804, the NRPS 2 returns the received quality inspection or monitoring results of the other call centers to the call center C of the shared agent.

In step 805, after receiving the quality check or monitoring request, the NRPS2 also forwards the request to the NIRC, and proceeds to step 806.

In step 806, upon receiving the quality inspection or monitoring request forwarded by the NRPS, the NIRC forwards the quality check or monitoring request to another NRPS (also referred to as a second NRPS) registered with the shared agent, for example, the NRPS1 is registered. For this shared agent, NIRC forwards the QC or monitoring request to NRPS1.

In step 807, another NRPS (also referred to as a second NRPS) of the shared agent, such as NRPS1, is registered, and the quality inspection or monitoring request is forwarded to the call center registered in the shared seat of the NRPS jurisdiction. For example, if both the call center A and the call center B register the shared agent, the quality check or monitoring request is forwarded to the call center A and the call center B.

In step 808, call center A and call center B that received the quality check or monitoring request return corresponding quality check or monitoring results to their NRPS1.

In step 809, NRPS1 forwards the received quality check or monitoring result to NIRC.

In step 810, the NIRC returns the quality inspection or monitoring results of the call center received from the other NRPS (also referred to as the second NRPS) to the NRPS2 that forwards the quality check or monitoring request.

In step 811, the NRPS2 returns the quality inspection or monitoring result of the call center received from the NIRC. Return to the source call center, call center c.

Obviously, a shared agent with quality inspection or monitoring authority can not only check or monitor other agents in the call center, but also pass the NRPS quality inspection or monitor the seats in other call centers within the scope of the NRPS, or even pass The NRPS and NIRC belong to the quality inspection or monitoring of agents in other call centers within the entire network.

In summary, in the embodiment of the present invention, at least two NRPSs are connected under one NIRC, and the NIRC sends the related configurations of the call centers in the NRPS jurisdiction to the connected NRPS. The NRPS is connected to each call center within the jurisdiction of the NRPS, and the NRPS processes the request initiated by the call center within the jurisdiction according to the acquired configuration. By NRPS sharing the request initiated by the call center within the jurisdiction, the burden on the NIRC is reduced, thereby effectively reducing the load on the central NIRC. Moreover, the network layer reduces the pressure of a single network node, solves the bottleneck problem of the central route processing, and thus can expand the scalability of the entire network.

When there is a call center that satisfies the network routing request in the area of the NRPS, the NRPS processes the network routing request. When there is no call center that satisfies the network routing request in the NRPS area, the network routing request is forwarded to the NIRC, and the NIRC passes the request. The connected other NRPS (also referred to as the second NRPS) acquires a call center that satisfies the network routing request. Because the routing forwarding and routing calculation functions that were originally concentrated on the NIRC are separated, the NIRC is mainly responsible for routing between areas. The NRPS is mainly responsible for routing calculations in the area. Only when there are not enough resources in the area, the NIRC collaboration is required. Not only does it achieve the goal of reducing the central NIRC load, but also ensures the success rate of the call center that meets the network routing request.

A shared agent with quality inspection or monitoring authority can not only check or monitor other agents in the call center, but also pass the NRPS quality inspection or monitor the seats in other call centers within the scope of the NRPS, or even through the associated NRPS and NIRC, quality inspection or monitoring of this network-wide It calls the agent in the center, enabling the shared agent with quality inspection or monitoring authority to conduct quality inspection or monitoring of the call center of the whole network.

A person skilled in the art can understand that all or part of the steps of implementing the above method embodiments may be completed by using hardware related to program instructions, and the foregoing program may be stored in a computer readable storage medium, and the program is executed when executed. The foregoing steps include the steps of the foregoing method embodiments; and the foregoing storage medium includes: a medium that can store program codes, such as a ROM, a RAM, a magnetic disk, or an optical disk.

While the invention has been illustrated and described with reference to the preferred embodiments embodiments The spirit and scope of the invention.

Claims

Rights request

A network call center system, comprising: a network intelligent routing center NIRC, at least two network routing proxy servers NRPS, and at least two call centers, each NRPS separately interacting with the NIRC, each call The center interacts with the associated NRPS respectively;

The call center is used to initiate a request to an associated NRPS;

The NIRC is configured to deliver, to each NRPS, a related configuration of each call center within each NRPS jurisdiction;

Each of the NRPSs is configured to process the NRPS jurisdiction according to the relevant configuration of each call center within the scope of the NRPS obtained from the NIRC when receiving a request initiated by the source call center within the jurisdiction A request initiated by a source call center, or by interacting with the NIRC to process a request initiated by a call center within a jurisdiction.

2. The network call center system according to claim 1, wherein each of the NRPSs comprises:

Configuring an obtaining module, configured to obtain, from the NIRC, related configurations of each call center within the scope of the NRPS;

a receiving module, configured to receive a network routing request initiated by the source call center in the jurisdiction; a searching module, configured to search for a call that satisfies the network routing request in the NRPS jurisdiction according to the related configuration acquired by the configuration obtaining module Center

The notification module is configured to notify the source call center of the found call center as the destination call center when the search module finds the call center that satisfies the network routing request.

3. The network call center system according to claim 2, wherein each of the NRPSs further comprises: a first forwarding module, configured to forward the network routing request to the NIRC when the calling module does not find a call center that satisfies the network routing request within the NRPS jurisdiction;

The NIRC also includes:

And an obtaining module, configured to: when receiving the network routing request forwarded by the NRPS, obtain a call center that satisfies the network routing request by using an NRPS other than the first NRPS except the NRPS that forwards the network routing request;

a first response module, configured to: when the acquiring module acquires a call center that satisfies the network routing request, notify the obtained call center to the NRPS that forwards the network routing request;

The notification module of each NRPS is further configured to notify the source call center of the call center received from the NIRC as a destination call center.

The network call center system according to claim 3, wherein the first response module of the NIRC is further configured to: when the acquiring module does not acquire a call center that satisfies the network routing request, forwarding The NRPS of the network routing request returns a route failure response;

The notification module of each NRPS is further configured to return a route failure response to the source call center after receiving a route failure response from the NIRC.

The network call center system according to claim 3, wherein the acquisition module of the NIRC comprises the following submodules:

a forwarding submodule, configured to forward the network routing request to an NRPS other than the first NRPS except for an NRPS that forwards the network routing request;

a call center receiving submodule, configured to receive information of the '^ in the call that satisfies the network routing request found by the NRPS other than the first NRPS;

The searching module of each NRPS is further configured to: when receiving a network routing request forwarded by the NIRC, find a call that meets the network routing request in each call center within the scope of the NRPS jurisdiction. Heart

The notification module of each NRPS is further configured to notify the NIRC of the found call center when the search module finds a call center that satisfies the network routing request from the NIRC, and does not find that the network route is satisfied. When the requested call center returns a route failure response to the NIRC.

The network call center system according to claim 5, wherein the acquiring module of the NIRC further comprises:

And selecting a submodule, configured to: when the call center receiving submodule receives at least two information of a call center that satisfies the network routing request, select one from each call center, and use the selected call center as the obtained call. center.

The network call center system according to any one of claims 1 to 6, wherein the NIRC includes a sending module, when the related configuration of the call center of the entire network changes, Each NRPS separately issues the relevant configurations of the call centers in the NRPS jurisdiction; and when the relevant configurations of the call centers in the single NRPS jurisdiction change, the call centers in the NRPS jurisdiction are separately delivered to the NRPS. Related configuration.

The network call center system according to any one of claims 1 to 6, wherein each of the NRPSs further comprises:

a second forwarding module, configured to forward the login request to the NIRC when the login request of the shared agent in the call center in the jurisdiction is received, where the shared agent has call center configuration authority; the NIRC further includes:

a second response module, configured to: when receiving the login request forwarded by the second forwarding module, return information of all call centers that have registered the shared agent to the NRPS that forwards the login request;

The notification module of each NRPS is further configured to notify, by the second response module, information about all call centers registered with the shared agent to the shared agent, for the shared agent to register The call center of this shared agent is configured.

a third forwarding module, configured to forward, to the other call center that has registered the shared agent in the jurisdiction, when receiving the quality inspection or monitoring request initiated by the shared agent with the quality inspection or monitoring authority in the call center within the jurisdiction Quality inspection or monitoring request;

And a third response module, configured to return the received quality inspection or monitoring result of the other call center to the call center of the shared agent.

10. The network call center system according to claim 9, wherein each of the NRPSs further comprises:

a fourth forwarding module, configured to forward the quality inspection or monitoring request to the NIRC when receiving a quality inspection or monitoring request initiated by a shared agent having quality inspection or monitoring authority in a call center within the jurisdiction; The third response module of the NRPS is further configured to return a quality inspection or monitoring result of the call center received from the NIRC to the call center of the shared agent;

The NIRC also includes:

a fifth forwarding module, configured to forward the quality check or monitoring request to the NRPS except the first NRPS that is registered with the shared agent when receiving the quality check or monitoring request forwarded by the NRPS;

And a fourth response module, configured to return a quality check or monitoring result of the call center received from the other NRPS to the NRPS that forwards the quality check or monitoring request.

The network call center system according to claim 10, wherein the third forwarding module of each NRPS is further configured to register with the jurisdiction when receiving the quality inspection or monitoring request forwarded by the NIRC. The call center of the shared agent forwards the quality check or monitoring request;

The third response module of each NRPS is also used for quality inspection or monitoring results of the received call center. Return to the NIRC.

12. A network call processing method, comprising the steps of:

When the network routing proxy server NRPS receives the network routing request initiated by the source call center within the jurisdiction, according to the relevant configuration of each call center within the NRPS jurisdiction obtained from the network intelligent routing center NIRC, in the NRPS jurisdiction Finding a call center that satisfies the network routing request in each call center;

If the NRPS finds a call center that satisfies the network routing request, the found call center is notified as the destination call center to the source call center.

13. The network call processing method according to claim 12, further comprising the steps of:

And if the NRPS does not find a call center that satisfies the network routing request, forwarding the network routing request to the NIRC;

Receiving, by the NRPS, the call center that satisfies the network routing request by the NIRC through an NRPS other than the NRPS;

The NRPS notifies the source call center of the call center received from the NIRC as a destination call center.

14. The network call processing method according to claim 13, further comprising the steps of:

Receiving, by the NRPS, a route failure response returned by the NIRC;

The NRPS returns a route failure response to the source call center.

The network call processing method according to claim 13 or 14, further comprising the steps of:

The NRPS, upon receiving a network routing request from the NIRC, according to the NIRC The relevant configurations of the call centers in the NRPS jurisdiction obtained in the NRPS jurisdiction are found in the call centers in the NRPS jurisdiction to find the call center that satisfies the network routing request, and if the call center that satisfies the network routing request is found, The found call center is notified to the NIRC, and if the call center that satisfies the network routing request is not found, a route failure response is returned to the NIRC.

The network call processing method according to any one of claims 12 to 14, further comprising the steps of:

The NRPS forwards the login request to the NIRC when receiving a login request of a shared agent in a call center within the jurisdiction, wherein the shared agent has call center configuration authority; the NRPS receives the NIRC Returned information of all call centers registered with the shared agent;

The NRPS sends information of all call centers registered by the NIRC to the shared agent to the shared agent.

When the NRPS receives a quality inspection or monitoring request initiated by a shared agent with quality inspection or monitoring authority in a call center within the jurisdiction, the NRPS forwards the quality inspection or monitoring request to the call center registered with the shared agent within the jurisdiction. ;

The NRPS returns the quality inspection or monitoring result of the call center registered with the shared agent to the call center of the shared agent.

18. The network call processing method according to claim 17, further comprising the steps of:

The NRPS forwards the quality inspection or monitoring request to the NIRC when receiving a quality inspection or monitoring request initiated by a shared agent with quality inspection or monitoring authority in a call center within the jurisdiction; The NRPS receives the quality inspection or monitoring result obtained by the NIRC through the NRPS in the network from the NIRC, and returns the quality inspection or monitoring result to the call center of the shared agent.

19. A network call processing method, comprising the steps of:

When receiving the network routing request forwarded by the first network routing proxy server NRPS, the network intelligent routing center NIRC obtains a call center that satisfies the network routing request by using an NRPS other than the first NRPS; if the NIRC passes the office The NRPS except the first NRPS is obtained, and the call center that satisfies the network routing request is acquired, and the obtained call center is notified to the first NRPS.

20. The network call processing method according to claim 19, further comprising the steps of:

If the NIRC passes the other NRPS and does not acquire a call center that satisfies the network routing request, the NIRC returns a route failure response to the first NRPS.

The network call processing method according to claim 19, wherein before the step of the NIRC notifying the obtained call center to the first NRPS, the method further includes the following steps: if the NIRC receives at least The information returned by the two other NRPSs satisfying the call center of the network routing request, the NIRC selects a call center, and uses the selected call center as the obtained call center.

22. A network routing proxy server, comprising:

a receiving module, configured to receive a network routing request initiated by the source call center in the jurisdiction; a searching module, configured to perform, according to the configuration of each call center in the jurisdiction of the network routing proxy server NRPS obtained from the network intelligent routing center NIRC, Finding a call center that satisfies the network routing request within the scope of the NRPS;

a notification module, configured to find, in the lookup module, a call center that satisfies the network routing request When the found call center is used as the destination call center, the source call center is notified.

The network routing proxy server according to claim 22, wherein the NRPS further comprises:

a first forwarding module, configured to forward the network routing request to the NIRC when the calling module does not find a call center that satisfies the network routing request within the NRPS jurisdiction;

The notification module is further configured to notify the source call center of the call center received from the NIRC as a destination call center.

24. The network routing proxy server of claim 22, wherein the notification module is further configured to return a route failure response to the source call center upon receiving a route failure response from the NIRC.

The network routing proxy server according to claim 22, wherein the searching module is further configured to: in receiving the network routing request forwarded by the NIRC, in each call center within the jurisdiction of the NRPS Find a call center that satisfies the network routing request;

The notification module is further configured to notify the founding call center to the NIRC when the lookup module finds a call center that satisfies the network routing request from the NIRC, and does not find the call that satisfies the network routing request. At the center, a route failure response is returned to the NIRC.

The network routing proxy server according to any one of claims 22 to 25, wherein the NRPS further comprises:

a second forwarding module, configured to forward the login request to the NIRC when receiving a login request of the shared agent in the call center in the jurisdiction, where the shared agent has the call center configuration authority; the notification module further uses The information about all the call centers registered by the NIRC and registered to the shared agent is notified to the shared agent, and the shared agent is configured to configure the call center registered with the shared agent.

The network routing proxy server according to claim 27, wherein each of the NRPSs further comprises:

a fourth forwarding module, configured to forward the quality inspection or monitoring request to the NIRC when receiving a quality inspection or monitoring request initiated by a shared agent with quality inspection or monitoring authority in a call center within the jurisdiction; the NRPS The third response module is further configured to return a quality inspection or monitoring result of the call center received from the NIRC to the call center of the shared agent.

29. A network intelligent routing center, comprising:

An obtaining module, configured to: when receiving a network routing request forwarded by the network routing proxy server NRPS, obtain a call center that satisfies the network routing request by using another NRPS other than the NRPS that forwards the network routing request;

The first response module is configured to: when the acquiring module acquires the call center that satisfies the network routing request, notify the obtained call center to the NRPS that forwards the network routing request.

30. The network intelligent routing center according to claim 29, wherein:

The first response module is further configured to: when the acquiring module does not acquire the call center that satisfies the network routing request, return a route failure response to the NRPS that forwards the network routing request.

31. The network intelligent routing center according to claim 29, wherein the acquisition mode The block includes the following submodules:

The call center receiving submodule is configured to receive information of the '^ in the call that satisfies the network routing request found by the NRPS other than the first NRPS.

The network intelligent routing center according to claim 29, wherein the acquiring module further comprises: