CN101227632A - Distributed call center system and traffic distributed transfer method - Google Patents

Abstract

The invention relates to a distributed call center system managed by region as a unit, and a method for using the system to carry out distributed traffic transfer. The system includes: call service terminals set according to regions, a switchboard and a monitoring terminal for controlling the traffic distribution transfer of each call service terminal. The traffic distributed transfer method includes main steps: first, detect the state of the local agent through the local monitoring service department; secondly, send the seat overflow traffic request to the local CTI service department through the local monitoring service department; The overflow traffic request is sent to the monitoring terminal, and the traffic resource allocation is carried out through the monitoring terminal; finally, the local CTI service department transfers the traffic request to the free area setting through the switch according to the traffic resource allocation information sent by the monitoring terminal. Call the server. The distributed call center system of the invention has simple structure, reasonable design, proper method and high practical value.

Description

Distributed call center system and traffic distributed transfer method

technical field

The invention relates to distributed technology, in particular to a distributed call center system which is managed in units of regions under a large-scale call center system, and a method for using the system to carry out distributed traffic transfer.

Background technique

With the development of society, in today's network economy era, the service of enterprises is not only to meet the actual and local needs, but to better meet the needs of enterprises' global operation, meet the needs of enterprises' cross-border development, and meet the needs of enterprises. The need for sustainable development. Building a distributed call center is an increasingly urgent need for many enterprises. The distributed call center is composed of a number of relatively independent call centers. The relationship between them is a peer-to-peer relationship or affiliation relationship. The centers are distributed in different geographical locations and cooperate with each other in terms of operating time, data, and functions to provide users with maximum Limited service.

At present, the call center system is built on the customer service call center system with the urban area as the unit. Each urban area has an independent database, computer telecommunications integration (CTI-Computer Telephony Integration), RMS, automatic voice response (IVR), agents and other customer service software , each call center is responsible for the customer service in the area. When the call traffic in a certain area increases and exceeds the standard at a certain time, the local calls will be waiting, but the customer service seats of call centers in other urban areas are idle. At this time There will be technical problems that cannot make full use of seat resources to provide timely service to customers.

This reflects the importance of establishing a large-scale distributed call center system, internal closed-loop control of the overall and local traffic in various places, and improving the overall operation level of the call center.

Contents of the invention

In order to solve the problem that each call service center in the prior art is only responsible for the content customer service in this area, when the call traffic in a certain area increases at a certain time and exceeds the standard, the local call will be waiting, but the customer service of call centers in other areas The agent is in an idle state, so there is a technical problem that the agent resource cannot be fully utilized to provide timely service to the customer. The invention provides a distributed call center system and a traffic distributed transfer method.

The technical solution adopted by the present invention to solve the problems of the prior art is to provide a distributed call center system. The distributed call center system includes: call service terminals set according to regions, switches, and calls to each of the call service terminals. A monitoring terminal for distributed service transfer control; wherein, the call server includes a local monitoring service unit and a local CTI service unit, and the local monitoring service unit and the local CTI service unit can perform state mutual inspection, and the The switch is connected to the local CTI service department, the switches set up in each area are connected to each other, and the monitoring terminal performs traffic distributed transfer control according to the idle state of each call server agent.

According to a preferred embodiment of the present invention: the switch is a Harris switch, an EEG digital IP gateway board is arranged in the Harris switch, and each switch in the distributed call center system uses the EEG The digital IP gateway board is used for networking.

According to a preferred embodiment of the present invention: the monitoring terminal is a central processing unit, and the central processing unit performs unified monitoring and traffic distributed transfer control on each of the call service terminals.

According to a preferred embodiment of the present invention: the CTI service unit is a CTI server, and each of the CTI servers is provided with an alternative CTI server in the distributed call center system.

In order to solve the problems in the prior art, the present invention also provides a method for distributed traffic transfer, which includes the steps of: first step, detecting the status of local agents through the local monitoring service department; second Step, send an agent overflow traffic request to the local CTI service department through the local monitoring service department; the third step, send the agent overflow traffic request to the monitoring terminal through the local CTI service department, and pass the The monitoring terminal performs traffic resource allocation; in the fourth step, the local CTI service part transfers the traffic request to the call server set in the free area through the switch according to the traffic resource allocation information sent by the monitoring terminal.

According to a preferred embodiment of the present invention: the first step further includes sub-steps: 1. Mutual state inspection between the local monitoring service unit and the local CTI service unit; 2. The local CTI service unit When detecting that the local monitoring service department has no response, send this information to the monitoring terminal, and notify the system maintenance personnel through the monitoring terminal; 3. Detect the operating status of the local CTI service department through the local monitoring service department , current traffic situation, customer queuing situation and answering rate, and get the status of the local agent.

According to a preferred embodiment of the present invention: the way of state mutual checking between the local monitoring service unit and the local CTI service unit is heartbeat detection.

According to a preferred embodiment of the present invention: the second step further includes sub-steps: 1. When the local monitoring service unit detects that there is currently traffic overflow, formulate an overflow traffic request according to the formulated traffic allocation strategy 2. Sending the overflow traffic request to the local CTI service unit through the local monitoring service unit.

According to a preferred embodiment of the present invention: the third step further includes sub-steps: 1. Send the agent overflow traffic request to the monitoring terminal through the local CTI service department; 2. Perform statistics through the monitoring terminal 1. Analyzing and finding the call server with the most current free seats as the destination call server; 3. Replying the found information of the destination call server to the local CTI service department through the monitoring terminal.

According to a preferred embodiment of the present invention: the fourth step further includes sub-steps: 1. The local CTI service unit sends the traffic overflow request to the destination call server to the local server; 2. Through the The local server sends the traffic overflow request to the destination call service end to the destination call server router by means of voice support based on Internet Protocol; 3. Send the traffic overflow request to the destination call server router through the destination call server router sent to the destination call server to complete the transfer of the traffic request.

The beneficial effects of the present invention are: by introducing the monitoring terminal, and organically combining all the call service terminals through the distributed call center system, through the monitoring terminal, each call service terminal is uniformly monitored, controlled and traffic overflow distributed Allocation, which effectively solves the problem that each call service center in the prior art is only responsible for customer service in its own area independently. When the call traffic in a certain area increases at a certain time, and when it exceeds the standard, there is a waiting situation for local calls, and other areas The customer service seats in the call center are in an idle state, which leads to the technical problem that the seat resources cannot be fully utilized to provide timely services for customers. The system of the present invention has simple structure, reasonable design, proper method, and high practicability and ease of use.

Description of drawings

Fig. 1. a distributed call center system structural representation in a distributed call center system and traffic distributed transfer method;

Fig. 2. A schematic diagram of a distributed principle structure of a distributed call center system;

Fig. 3. a kind of distributed call center system distributed network monitoring structure diagram;

Fig. 4. A flow chart of a method for distributed transfer of traffic in a distributed call center.

Detailed ways:

Below in conjunction with accompanying drawing and embodiment the present invention will be further described:

Please refer to FIG. 1 for a schematic structural diagram of a distributed call center system and a distributed call transfer method for traffic. As shown in FIG. , 101, switches 102, 103, and a monitoring terminal 104 that performs traffic distributed transfer control on each of the call service terminals 100, 101; wherein, the call service terminals 100, 101 include monitoring service sections 107, 110 and computer telecommunications The integration service units 105, 108, the monitoring service units 107, 110 and the corresponding computer telecommunications integration service units 105, 108 can perform state mutual inspection, and the switches 102, 103 and the corresponding computer The telecommunications integration service units 105, 108 are connected, the switches 102, 103 set up in each area are connected to each other, and the monitoring terminal 107 performs traffic distributed transfer control according to the idle state of each of the call server seats 111, 112.

In this system, the switches 102 and 103 are Harris switches, and an EEG digital IP gateway board is arranged in the Harris switch, and each switch in the distributed call center system uses the EEG digital The IP gateway board is used for networking. The monitoring terminal 104 is a central processing unit, and performs unified monitoring and traffic distributed transfer control on each of the call service terminals 100 and 101 through the central processing unit. Described CTI service part 105,108 is CTI server, and each described CTI server is provided with alternative CTI server 106,109 in described distributed call center system, and CTI server adopts dual-system hot standby technology, when main CTI server 105, When an exception occurs at 108, the standby CTI servers 106, 109 take over all the services of the main CTI servers 105, 108, so that the working process can be effectively guaranteed.

The core of the present invention is to detect the traffic overflow by the local monitoring service unit 107, monitor the traffic overflow destination by the monitoring terminal 104, and set up a physical channel by means of VoIP-Voice Over Internet Protocol (VoIP-Voice Over Internet Protocol) technology networking based on the Internet protocol to make the overflow The traffic can reach the destination through the IP network channel. The local monitoring service unit 107 and the local main CTI service unit 105 mainly adopt the method of detection of abnormal conditions through heartbeat detection. Real-time data synchronization is performed when the service is running normally.

The local main CTI service unit 105 compresses the data packet, adds frame header, content identification, frame tail and check code, and transmits it to the local monitoring service unit 107 through the intranet, and the local monitoring service unit 107 calls corresponding data restoration process. It is ensured that the data of the local main CTI service unit 105 and the local monitoring service unit 107 are completely consistent, so as to ensure that traffic overflow is detected in time and ensure the normal operation of the system.

The construction of the distributed call center system is based on hi-link. In the process of realizing the transfer of overflow traffic, the EEG board embedded data word VOIP gateway board is inserted into the user slot of the Harris switch 102 and 103 of each call server. Each EEG board is connected to the enterprise network through the RJ45 network port on the board. After IP address allocation and data configuration, the Harris switch network is completed. The customer service call terminal service nodes distributed in different geographical areas can be connected together through relevant agreements, and can be uniformly allocated and resource occupied in the whole network or in multiple local customer service call servers, so as to realize the whole network allocation of customer service calls, and the resources are fully distributed. Network sharing, load balancing across the network, customer service calls and data synchronization, providing timely and fast service methods for customer calls.

Please refer to Figure 4, a flow chart of a method for distributed call center traffic transfer, combined with Figure 2, a distributed principle structure diagram of a distributed call center system and Figure 3, a distributed network monitoring structure diagram of a distributed call center system . As shown in the figure, the method for distributed traffic transfer includes main steps: the first step, detecting the state of the local agent through the local monitoring service part 107; The local CTI service unit, in this embodiment, is the local main CTI service unit 105 sending a seat overflow traffic request; the third step is to send the seat overflow traffic request to the monitoring system by the local main CTI service unit 105 terminal 104, through the monitoring terminal 104 to carry out traffic resource allocation; the fourth step, the local master CTI service unit 105 according to the traffic resource allocation information sent by the monitoring terminal 104 through the switch 102 The request is transferred to the call server 101 set in the free area.

According to a preferred embodiment of the present invention, wherein the above-mentioned first step further includes sub-steps: 1. Perform heartbeat detection type state mutual inspection between the local monitoring service unit 107 and the local main CTI service unit 105; . When the local main CTI service unit 105 detects that the local monitoring service unit 107 has no response, it sends this information to the monitoring terminal 104, and notifies the system maintenance personnel through the monitoring terminal 104; 3. through the local The monitoring service unit 107 detects the running status, current traffic situation, customer queuing situation and answering rate of the local main CTI service unit 105 to obtain the status of the local agent.

The above-mentioned second step further includes sub-steps: 1. When the local monitoring service unit 107 detects that there is currently a traffic overflow, formulate a traffic overflow request according to the formulated traffic allocation strategy; 2. Through the local monitoring service The unit 107 sends the overflow traffic request to the local CTI service unit 105 .

The above-mentioned third step further includes sub-steps: 1. Send the seat overflow traffic request to the monitoring terminal 104 through the local main CTI service unit 105; The call server with the most seats is used as the destination call server 101; 3. The monitoring terminal 104 replies the found information of the destination call server to the local CTI service unit 105.

The fourth step above further includes sub-steps: 1. The local CTI service unit 105 sends the traffic overflow request to the destination call server 101 to the local exchange 102; The traffic overflow request of the destination call server 101 is sent to the destination call server switch 103 by means of VIOP; 3. The traffic overflow request is sent to the destination through the destination call server switch 103 Call the server 101 to complete the transfer of the traffic request.

Expand the above steps to explain, where the intranet link in Figure 2 and Figure 3 refers to the link between the 1000M network cards cross-connected between the two servers, which is used by default as a data transmission channel and a monitoring status detection channel.

Extract call module data and state data by CTI service unit 105, and said data is compressed into several data packets, local monitoring service unit 107 interprets CTI service unit data packet according to the communication protocol of this and local CTI service unit 105, local monitoring The service unit 107 monitors the state of the local CTI service unit 105, and saves the monitoring information in the database regularly, and the time interval for regularly saving data is set to 1 second in this embodiment. The local CTI service unit 105 regularly broadcasts messages to the local monitoring service unit 107. In this embodiment, the time interval of regular broadcasting is set to 1 second; the local CTI service unit 105 regularly communicates with the local monitoring service unit 107, when the local CTI service unit 105 has not received the heartbeat detection reply from the local monitoring service unit 107 for more than three times, and starts the warning mode. At this time, the local monitoring service unit 107 opens the 100M intranet port, monitors the data packets of the local CTI main service unit 105, and judges by the check code Whether the data is complete, the incomplete data then discards the data packet, distinguishes different data packets according to the identification of the packet frame header, calls the corresponding restoration data processing procedure, and the local monitoring service section 107 detects whether the current traffic overflows, in this embodiment In the middle system, the current traffic queuing queue limit is set to three. When there are already three customers waiting in line, if there is a fourth customer coming to the TV, it will be the overflow object. If it is detected that there is a traffic overflow situation, the system will send the seat overflow traffic request to the monitoring terminal 104 by the local CTI service department 105, and perform statistics and analysis to find the current idle seat by the monitoring terminal 104 The call server 101 with the most number is used as the destination call server, and returns the found information of the destination call server 101 to the local CTI service unit 105 through the monitoring terminal 104 . At this time, the local CTI service unit 105 sends the traffic overflow request to the destination call server 101 to the local switch 102, and the traffic overflow to the call server 100 is transmitted through the local switch 102 The request is sent to the destination call server switch 103 by means of VIOP, and the traffic overflow request is sent to the destination call server seat 112 by the destination call server switch 103, and the traffic request is completed. transfer.

During specific implementation, considering the unpredictability and diversity of system abnormal conditions, the detection of abnormal conditions is very critical. The detection of abnormal conditions in the present invention adopts heartbeat detection, and the release of alarm information prompts system managers. Under normal system conditions, as shown in FIG. 3 , the links between the monitoring service department and the CTI service department and between the monitoring terminal 104 and the monitoring service department are normal. The local monitoring service department in the system is responsible for detecting and monitoring the traffic status information of the local CTI service department. The control method is mainly through message transmission, UDP-User Datagram Protocol message transmission, control command issuance, TCP connection, data Interaction, broadcast status and other functions, when implementing the upgrade of the local monitoring service department and the local CTI service department, it is first necessary to ensure that the link communication is normal and there is no abnormality (data packet loss). The monitoring terminal 104 detects the state data of each call server, performs data statistics, analyzes and calculates which call server currently has the most idle seats, and information such as the service operation status of each call server.

The Harris switch uses the EEG board for networking to organically integrate each call server. The EEG is a digital IP gateway board embedded in the Harris switch. It is directly inserted into the user slot of the switch. The front panel leads out a 10/ The 100M network interface is connected to the data network, which provides a VOIP interface for the switch very simply and quickly.

Each call server 100, 101 uses Web Services technology for data reporting, and the monitoring terminal 104 regularly detects the Web Services interface service to obtain the latest data. If the data is not updated in time, it is considered that the remote call server 101 has an abnormal phenomenon or the link is faulty. , the monitoring server starts the UDP communication module, communicates with the local monitoring service department of the calling server, and at the same time sends out an alarm message to notify the system maintenance personnel. When implementing the monitoring service of the monitoring terminal 104, it is necessary to ensure that the communication service of the Web Services interface is running normally, and then detect whether the links between the calling service terminals 100, 101 and the monitoring terminal 104 are normal to ensure the normal operation of the two communication modes, so that the system is stable , reliable prerequisites.

The beneficial effects of the present invention are: by introducing the monitoring terminal, and organically combining all the call service terminals through the distributed call center system, through the monitoring terminal, each call service terminal is uniformly monitored, controlled and traffic overflow distributed Allocation, which effectively solves the problem that each call service center in the prior art is only responsible for customer service in its own area independently. When the call traffic in a certain area increases at a certain time, and when it exceeds the standard, there is a waiting situation for local calls, and other areas The customer service agent in the call center is idle, which leads to the technical problem that the agent resources cannot be fully utilized to provide timely service to customers. Utilizing the technical scheme of the present invention, the customer service call terminal service nodes distributed in different geographic regions can be linked together through relevant agreements, and can perform unified allocation and resource occupation on the entire network or multiple local customer service call service ends, and realize full customer service call Network allocation, resource sharing across the network, load balancing across the network, customer service calls and data synchronization, providing timely and fast service methods for customer calls, with high practicability and ease of use.

The above content is a further detailed description of the present invention in conjunction with specific preferred embodiments, and it cannot be assumed that the specific implementation of the present invention is limited to these descriptions. For those of ordinary skill in the technical field of the present invention, without departing from the concept of the present invention, some deduction or replacement can be made, which should be regarded as belonging to the protection scope of the present invention.

Claims (10)

1. distributed call center system, its special type is:

Described call center distributed system comprises: by call service end (100,101), the switch (102,103) of zone setting and the monitoring client (104) that each described call service end (100,101) is carried out the distributed transfer control of traffic;

Wherein, described call service end (100,101) comprise monitor service portion (107,110) and the integrated service department (105 of computer telecommunication, 108), described monitor service portion (107,110) with the integrated service department (105 of corresponding described computer telecommunication, 108) can carry out state between examines mutually, described switch (102,103) with the integrated service department (105 of corresponding described computer telecommunication, 108) connect, the described switch (102 that each zone is provided with, 103) be interconnected, described monitoring client (107) is sat up straight seat (111 according to each described call service, 112) idle condition is carried out the distributed transfer control of traffic.

2. according to the described distributed call center of claim 1 system, its special type is: described switch (102,103) is the Ron W. Harris switch, be provided with digital IP gateway plate in described Ron W. Harris switch (102,103), each described switch carries out networking by described digital IP gateway plate in the described distributed call center system.

3. according to the described distributed call center of claim 1 system, its special type is: described monitoring client (104) is a central processing unit, by described central processing unit each described call service end (100,101) is carried out unified monitoring and the distributed transfer control of traffic.

4. according to the described distributed call center of claim 1 system, its special type is: the integrated service department of described computer telecommunication (105,108) is a Computer ﹠Telephony Integration Server, and each described Computer ﹠Telephony Integration Server is provided with alternative Computer ﹠Telephony Integration Server (106,109) in described distributed call center system.

5. distributed transfer method of traffic, its special type is: the distributed transfer method of described traffic comprises step:

A1: detect this locality state of attending a banquet by described local monitor service department (107);

A2: send the overflow traffic request of attending a banquet to the integrated service department of described local computer telecommunications (105) by described local monitor service department (107);

A3: be sent to described monitoring client (104) by the integrated service department of described local computer telecommunications (105) the overflow traffic request of will attending a banquet, carry out resources for traffic by described monitoring client (104) and distribute;

A4: the integrated service department of described local computer telecommunications (105) transfers to call service end (101) that clear area be provided with by described switch (102) with traffic request according to the described resources for traffic assignment information that described monitoring client (104) sends.

6. according to the distributed transfer method of the described traffic of claim 5, its special type is: described steps A 1 further comprises substep:

A11: examine mutually by carrying out state between described local monitor service department (107) and the integrated service department of described local computer telecommunications (105);

A12: the integrated service department of described local computer telecommunications (105) detects described local monitor service department (107) does not have when response, this information is sent to described monitoring client (104), by described monitoring client (104) reporting system attendant;

A13: detect the integrated service department of described local computer telecommunications (105) running status, live traffice situation, custom queueing situation and answer rate by described local monitor service department (107), obtain this locality state of attending a banquet.

7. according to the distributed transfer method of the described traffic of claim 6, its special type is: the mode of carrying out the mutual inspection of state between local monitor service department (107) described in the described steps A 11 and the integrated service department of described local computer telecommunications (105) is a heartbeat detection.

8. according to the distributed transfer method of the described traffic of claim 5, its special type is: described steps A 2 further comprises substep:

A21:,, formulate the overflow traffic request according to the traffic distribution strategy of formulating when described local monitor service department (107) detects currently when having traffic to overflow;

A22: send described overflow traffic request to the integrated service department of described local computer telecommunications (105) by described local monitor service department (107).

9. according to the distributed transfer method of the described traffic of claim 5, its special type is: described steps A 3 further comprises substep:

A31: send to described monitoring client (104) by the integrated service department of described local computer telecommunications (105) the overflow traffic request of will attending a banquet;

A32: add up, analyze and find the maximum call service end of current idle seating by described monitoring client (104), as purpose call service end (101);

A33: give the integrated service department of described local computer telecommunications (105) by described purpose call service end (101) information-reply that described monitoring client (104) will find.

10. according to the distributed transfer method of the described traffic of claim 5, its special type is: described steps A 4 further comprises substep:

A41: the integrated service department of described local computer telecommunications (105) request of will overflowing the traffic of described purpose call service end (101) sends to described home server (102);

A42: send to described purpose call service end switch (103) by hold art based on the voice of Internet protocol by described home server (102) request of will overflowing the traffic of described purpose call service end;

A43: by described purpose call service end switch (103) request of overflowing of described traffic is sent to described purpose call service end (101), finish the transfer of described traffic request.

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