CN101695187B - Call preprocessing method and device thereof - Google Patents

Abstract

The invention discloses a call preprocessing method and a device thereof, which are applied to the condition that a call system is in an overload state, and the method comprises the following steps: after the call of the user is blocked, when the user calls again, setting an overload passing rate for the user, and carrying out call preprocessing according to the overload passing rate, wherein the overload passing rate is greater than the overload passing rate of the current system. The device includes: the device comprises a setting module, a judging module and a judging module, wherein the setting module is used for setting overload passing rate for a user when the user calls again after the call of the user is blocked, and the overload passing rate is larger than the overload passing rate of the current system; and the call preprocessing module is used for performing call preprocessing according to the overload passing rate set by the setting module. The invention improves the success rate of the user calling again and achieves the purpose of improving the satisfaction degree of the user.

Description

Call preprocessing method and device thereof

technical field

The present invention relates to the communication field, in particular to a call preprocessing method and device thereof.

Background technique

With the continuous expansion of the number of users of telecom voice services and the increase of frequency of use, the probability of system overload is also increasing. The system will be in an overload state when the call volume of users increases significantly during a certain period of time. Typical examples of time periods are holidays such as New Year's Day and New Year's Eve.

At present, the handling of overload is to carry out overload control, that is, to block a certain proportion of calls according to the current overload level and overload pass rate of the system, so as to ensure the safety and stability of the system. The current system adopts the method of directly discarding the blocked calls, which is too simple and does not perform further processing on the blocked users.

The user's call in the voice service can be divided into two types: one is the first call, that is, the user's first dial; After the user calls successfully, the first re-dial is regarded as the first call.

For example, in the case of an overload pass rate of 80%, the call-through rate of the first-time user is 80%, and the call-out rate of the user is also 80%, and no matter how many times the user dials, the user's connection rate are all kept unchanged. In this case, some users may fail to make calls for many times. For the vast majority of ordinary users, whether the call can be dialed is not only related to the current system overload level and the number of calls made by the user, but also a little bit of luck. With the improvement of telecommunication services, the requirements of customers are getting higher and higher. If the user still cannot get through the phone after making multiple calls, it will inevitably reduce customer satisfaction and affect the user experience.

Contents of the invention

The present invention is proposed to solve the problem in the prior art that the proportion of blocking when the user calls again is the same as that of the first call, which leads to a higher possibility of the user being blocked and thus affects the customer experience. Therefore, the present invention The main purpose is to provide a call preprocessing method and its device to solve at least one of the above problems.

In order to achieve the above object, according to one aspect of the present invention, a call preprocessing method is provided, which is applied when the call system is in an overloaded state.

The call preprocessing method according to the present invention includes: after the user's call is blocked, when the user calls again, setting an overload passing rate for the user, and performing call preprocessing according to the overload passing rate, wherein the overload passing rate Greater than the current system overload pass rate.

Preferably, setting the overload passing rate for the user includes: setting the blocking group connection rate for the user, wherein the blocking group connection rate is after the user is classified into the call blocking group according to the current system overload passing rate, the user Probability of adjusting to the call-through group.

Preferably, performing call preprocessing according to the overload passing rate includes: dividing all users of the current call into a call connection group and a call blocking group according to the current system overload passing rate; blocking the call according to the blocking group connection rate The recurring user in the group is swapped with the first-time user in the call completion group.

Preferably, exchanging the users who are calling again in the call blocking group with the users who are calling for the first time in the call connection group according to the completion rate of the blocking group includes: determining the users who are calling again in the call blocking group Quantity n; Determine the number m of users who call again for swapping, wherein, m=n×p, p is the blocking group completion rate; the m users who call again in the call blocking group are connected with the call connection The exchange is performed by the m users who make the call for the first time in the group.

Preferably, after the user's call is blocked, the user's information is added to the user database, and the user who calls again in the call blocking group and the user who made the call for the first time in the call connection group are divided according to the connection rate of the blocking group. After the exchange of the users, delete the information of the exchanged user who made the call again from the user database, and add the information of the exchanged user who made the call for the first time to the user database, wherein the user database is used to store the call has been Information about blocked users.

Preferably, the call preprocessing is performed according to the overload passing rate and the number of consecutive blocked calls of the user.

Preferably, performing call preprocessing according to the overload pass rate and the number of times the user's call is continuously blocked includes: dividing all users of the current call into a call connection group and a call block group according to the current system overload pass rate; According to the number of consecutive blocked calls of the user, the users who call again in the call blocking group are sorted in descending order; according to the connection rate of the blocking group and the order of sorting, the users who call again in the call blocking group are compared with the number of calls The user who makes a call for the first time in the connected group is exchanged. The blocking group connection rate is the probability of adjusting the user to the call connecting group after the user is classified into the call blocking group according to the current system overload passing rate.

Preferably, setting the connection rate of the blocking group for the user includes: setting the connection rate of the blocking group for the user according to predetermined information, wherein the predetermined information includes at least one of the following: current system overload level, current system overload pass rate.

In order to achieve the above object, according to another aspect of the present invention, a call preprocessing device is provided, which is applied when the call system is in an overloaded state.

The call preprocessing device according to the present invention includes: a setting module, which is used to set the overload passing rate for the user when the user calls again after the user's call is blocked, wherein the overload passing rate is greater than the current system overload passing rate rate; the call preprocessing module is configured to perform call preprocessing according to the overload pass rate set by the setting module.

Preferably, the setting module is also used to set the connection rate of the blocking group for the user, wherein the connection rate of the blocking group is to adjust the user to the call receiving group after the user is classified into the call blocking group according to the current system overload pass rate. The probability of passing the group.

Through the present invention, by adopting the method of distinguishing the user's call again from the first call, and improving the overload passing rate of the user's call again under the overload state, the ratio of blocking when the user calls again and the blocking ratio when calling for the first time are solved The same problem that leads to a higher possibility of the user being blocked and thus affects the customer experience improves the success rate of the user's call again and achieves the purpose of improving user satisfaction.

Description of drawings

The accompanying drawings described here are used to provide a further understanding of the present invention and constitute a part of the application. The schematic embodiments of the present invention and their descriptions are used to explain the present invention and do not constitute improper limitations to the present invention. In the attached picture:

Fig. 1 is a flowchart of a call preprocessing method according to an embodiment of the present invention;

Fig. 2 is the detailed flowchart of the call preprocessing method according to the example 1 of the present invention;

FIG. 3 is a structural block diagram of a call preprocessing device according to an embodiment of the present invention;

Fig. 4 is a detailed structural block diagram of a call preprocessing device according to Example 2 of the present invention.

Detailed ways

Functional Overview

Considering the problems existing in the prior art, the embodiment of the present invention provides a call preprocessing scheme, the processing principle of which is: after the user's call is blocked, when the user makes a call again, the The user sets an overload pass rate, and performs call preprocessing according to the overload pass rate, wherein the overload pass rate is greater than the current system overload pass rate. The call preprocessing solution provided by the embodiment of the present invention improves the success rate of the user's call again, and achieves the purpose of improving user satisfaction.

Hereinafter, the present invention will be described in detail with reference to the drawings and examples. It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other.

method embodiment

According to an embodiment of the present invention, a call preprocessing method is provided, which is applied when the calling system is in an overloaded state. FIG. 1 is a flow chart of the call preprocessing method according to an embodiment of the present invention, as shown in FIG. 1 , the method includes the following steps S102 to S104:

Step S102, after the user's call is blocked, when the user makes a call again, an overload pass rate is set for the user, wherein the overload pass rate is greater than the current system overload pass rate. Setting the overload passing rate for the user includes: setting the blocking group connection rate for the user, wherein the blocking group connection rate is to adjust the user to the call blocking group after the user is classified into the call blocking group according to the current system overload passing rate. As for the probability of connecting the group, preferably, the connection rate of the blocking group can be set for the user according to predetermined information, wherein the predetermined information includes at least one of the following: current system overload level, current system overload pass rate. Optionally, after the user's call is blocked, the user's information is added to the user database.

Step S104, perform call preprocessing according to the overload passing rate.

In practical applications, step S104 includes: dividing all users of the current call into a call connection group and a call blocking group according to the current system overload passing rate; The calling user is exchanged with the first-time calling user in the call completion group. Optionally, after exchanging the re-calling users in the call blocking group with the first-time calling users in the call-connecting group according to the blocking group completion rate, the exchanged re-calling users are deleted from the user database and add the exchanged information of the user who made the call for the first time to the user database, wherein the user database is used to store the information of the user whose call has been blocked. Specifically, exchanging the user who calls again in the call blocking group with the user who calls for the first time in the call connection group according to the completion rate of the blocking group includes: determining the user who calls again in the call blocking group Quantity n; Determine the number m of users who call again for swapping, wherein, m=n*p, p is the blocking group completion rate; m users who call again in the call blocking group are connected with the call connection The exchange is performed by the m users who make the call for the first time in the group.

Preferably, step S104 can also carry out call preprocessing according to the overload pass rate and the number of times the user's call is continuously blocked, including: dividing all current call users into a call connection group and a call group according to the current system overload pass rate Blocking group: According to the number of consecutive blocked calls of users, the users in the call blocking group who make calls again are sorted in descending order; according to the completion rate of the blocking group and the order of the arrangement, the users in the call blocking group who are calling again The calling user is exchanged with the first-time calling user in the call completion group.

The implementation process of the embodiment of the present invention will be described in detail below with reference to examples.

Example 1

The implementation and processing flow of the technical solution will be further described in detail below in conjunction with FIG. 2 . The flow of call preprocessing includes the following steps:

Step 201, collecting system parameters (CPU occupancy rate and message queue backlog), and judging whether the overload condition is met, and if so, generating system overload level and overload passing rate k according to the system parameters.

Step 202, according to the overload level and the overload pass rate k, automatically match an appropriate weight p, that is, the block group pass rate. The weight can be calculated by a preset formula or obtained by looking up a preset table, for example, Table 1 is a corresponding relationship between a system's overload level, overload passing rate, and connection ratio weight.

Table 1

Overload level Overload pass rate Blocking group pass rate 1 90% 100% 2 80% 80% 3 70% 60% 4 60% 40%

Step 203, assuming that the number of calls in the current unit time is M, after matching the information of the current calling user with the information stored in the user database, determine that the number of first calls is m1, and the number of calls again is m2, satisfying the relation M =m1+m2. The number of calls M is analyzed, and the number of calls M is divided into a connected data area (ie, call connected group) and a blocked data area (ie, call blocked group) according to the overload passing rate k. The number of calls in the connected data area is M×k, and the number of calls in the blocked data area is M×(1-k). According to the overload pass rate k, the number of calls falling into the connected data area in the first call is m1×k, and the number of calls falling into the blocked data area is m1×(1-k); The number of calls in the data area is m2×k, and the number of calls falling into the blocking data area is m2×(1-k). The total number of calls connected to the data area is m1*k+m2*k, and the total number of calls blocked by the data area is m1*(1-k)+m2*(1-k).

Step 204, analyze the call data in the connection data area and the block data area, and match with the data of the user whose call was blocked before (that is, the information in the user database). The number of calls that need to be protected (that is, cannot be replaced) in the connected data area is m2×k, and the number of calls that can be replaced in the blocked data area is m2×(1-k). In the blocking data area, the matched call data is used as replaceable call data. After multiplying the total number by the adaptive weight, the number of calls to be removed is m2×(1-k)×p. It is removed from the blocking data area and put into the connecting data area. In order to meet the system overload pass rate, the same number of calls must be randomly taken out from the connected data area (not for re-calling) to replace. After the replacement, the total number of calls in the connected data area and the blocked data area remains unchanged, and the ratio of the two is strictly equal to the overload passing rate k.

Step 205, after the recombination of call data is completed, put the data in the connection data area into the memory call data area for processing by the system.

It can be seen from this example that the connection rate of the first call without this method is k, and the connection rate of the second call is also k. Using this method, the connection rate of the first call is (m1×k-m2×(1-k)×p)/m1, and the connection rate of the second call is (m2×k+m2×(1-k)×p) /m2=k+(1-k)×p>k.

Preferably, the call preprocessing can also be performed according to the overload passing rate and the number of times the user's calls are continuously blocked. The calls of the users are replaced in descending order of the number of times, so as to ensure that the calls of the users who have been blocked more times enter the connection data area first.

It should be noted that the implementation process of setting an overload pass rate greater than the current system overload pass rate for previously blocked users and performing call preprocessing according to the overload pass rate is not limited to the method provided in the above example 1, for example, The following method can also be used: count the number of users who have been blocked before and the number of users who have not been blocked before in the current system, and set different overload pass rates for the two according to the current system overload pass rate , and further divide all calls into blocked data areas and connected data areas according to their respective overload pass rates. As long as the overload passing rate of previously blocked users can be improved, the embodiment of the present invention does not limit the specific implementation manner.

The above users who have not been blocked before refer to the users whose last call has not been blocked.

In addition, it should be noted that increasing the pass rate of calls again will inevitably affect the pass rate of the first call, which is unavoidable. However, the scope of influence between the two may be different. For example, in the case of a 90% pass rate in the current system, 10 out of 100 calls are rejected. If two of the rejected calls are initiated at the same time at a certain moment, then this In the group call, the pass rate for the first time is 88%, but the call again can be 100%, otherwise the call again can only be 90%. That is to say, through the method for setting the passing rate of the blocking group provided by the embodiment of the present invention, the influence on the passing rate of the first call can be fully considered, and by configuring the passing rate of the blocking group, the passing rate of the first call and the passing rate of the second call can be achieved. A reasonable balance of the call pass rate, for the above example, can increase the call pass rate by 10% while sacrificing only 2% of the first call pass rate.

The above call preprocessing method stores the user data of blocked calls in the overload state. When these users call again, these calls are put into the connection data area in proportion to ensure that these calls are blocked due to system overload. When the disconnected user reconnects, it can have a higher completion rate, and at the same time, the impact on the first call completion rate is fully considered. The impact of this method on the first call completion rate can be effectively controlled through the connection ratio weight, so that this The method has high practical value.

Device embodiment

According to an embodiment of the present invention, a call preprocessing device is provided, and the device is used to implement the call preprocessing method described in the above method embodiments. Fig. 3 is a structural block diagram of a call preprocessing device according to an embodiment of the present invention. As shown in Fig. 3 , the device includes: a setting module 32, which is used for the user when the user calls again after the user's call is blocked. Set the overload pass rate, wherein the overload pass rate is greater than the current system overload pass rate; the call preprocessing module 34 is connected to the setting module 32, and is used to perform call preprocessing according to the overload pass rate set by the setting module 32. Preferably, the setting module 32 can also be used to set the connection rate of the blocking group for the user, wherein the connection rate of the blocking group is after the user is classified into the call blocking group according to the current system overload passing rate, and the user is adjusted to The probability that a call will reach the group.

Example 2

Fig. 4 is the detailed block diagram of the call pre-processing device according to the example 2 of the present invention, as shown in Fig. 4, the call pre-processing device that improves blocked call completion rate under the overload state can include:

The overload control module is used to collect system parameters (for example, CPU occupancy rate and message queue backlog quantity) to judge overload, and generate system overload level and overload pass rate. The overload control module transmits the overload level and the overload passing rate to the connection ratio weight control module and the call data analysis and processing module.

Connected ratio weight control module, due to the high overload level (lower overload pass rate), the blocked call has a high re-call ratio, allowing all re-calls to be connected to the first-time call completion rate In this case, it is necessary to control the re-access ratio of blocked calls to reduce the impact on the first-time call completion rate. The module automatically matches the appropriate connection ratio weight according to the overload level and overload passing rate provided by the overload control module, and the connection ratio weight control module transmits the connection ratio weight to the call data analysis and processing module.

The user data storage module stores the user data of blocked calls in the overload state, and stores these data in the user data table of the database. When the user calls again and is successfully connected, the user data will be deleted from the user data table. After the overload state ends, the user data storage module will automatically clear all saved user data.

The call data analysis and processing module analyzes and processes the blocked calls according to the system overload level and overload passing rate in the overload state. By analyzing the user information in the call data, all call data can be divided into two data areas according to the passing rate of the system overload: connected data area and blocked data area. Compare the user information in the call data of the two data areas with the user data stored in the user data storage module, block the call data in the data area according to the connection ratio weight provided by the connection ratio weight control module, and The same number of first call data in the connection data area is replaced, and after the recombination of the call data is completed, the data in the connection data area is put into the memory call data area for processing by the system.

To sum up, the call preprocessing solution provided by the embodiment of the present invention analyzes and processes the calls of the blocked users, specifically, recombines the data in the call data area, and gives priority to the calls of the blocked users again. processing, so that these users can obtain a higher connection rate when they call again, and avoid the situation that the user repeatedly dials the phone but cannot be connected under the overload state, thereby greatly improving user satisfaction and reducing user complaints probability. Moreover, while the above solution improves the success rate of the blocked user's call again, the impact on the success rate of the user's first call can be controlled within an acceptable range, and has high practicability.

It should be noted that the steps shown in the flowcharts of the accompanying drawings may be performed in a computer system, such as a set of computer-executable instructions, and that although a logical order is shown in the flowcharts, in some cases, The steps shown or described may be performed in an order different than here.

Obviously, those skilled in the art should understand that each module or each step of the above-mentioned present invention can be realized by a general-purpose computing device, and they can be concentrated on a single computing device, or distributed in a network formed by multiple computing devices Optionally, they can be implemented with program codes executable by a computing device, so that they can be stored in a storage device and executed by a computing device, or they can be made into individual integrated circuit modules, or they can be integrated into Multiple modules or steps are fabricated into a single integrated circuit module to realize. As such, the present invention is not limited to any specific combination of hardware and software.

The above descriptions are only preferred embodiments of the present invention, and are not intended to limit the present invention. For those skilled in the art, the present invention may have various modifications and changes. Any modifications, equivalent replacements, improvements, etc. made within the spirit and principles of the present invention shall be included within the protection scope of the present invention.

Claims (8)

1. A call preprocessing method, applied to the situation that the call system is in an overload state, is characterized in that, comprising: After the user's call is blocked, when the user makes a call again, set an overload pass rate for the user, and perform call preprocessing according to the overload pass rate, wherein the overload pass rate is greater than the current System overload passing rate, setting the overload passing rate for the user includes: setting the blocking group connection rate for the user, wherein the blocking group connection rate is based on the current system overload passing rate After the user is classified into the call blocking group, the probability of adjusting the user to the call connection group, wherein the call connection group and the call blocking group are divided in the following manner: according to the current system process The load passing rate divides all users of the current call into the call connection group and the call blocking group. 2. The method according to claim 1, wherein performing call preprocessing according to the overload pass rate comprises: dividing all current calling users into the call connection group and the call blocking group according to the current system overload pass rate; The re-calling users in the call blocking group are exchanged with the first-time calling users in the call completion group according to the blocking group completion rate. 3. The method according to claim 2, characterized in that, according to the connection rate of the blocking group, the users who call again in the call blocking group are compared with the users who are calling for the first time in the call connecting group Users performing exchanges include: determining the number n of users in the call blocking group who are calling again; Determine the number m of the re-calling users who carry out the swap, where m=n×p, p is the completion rate of the blocking group; The m users who are calling again in the call blocking group are exchanged with the m users who are calling for the first time in the call connection group. 4. The method according to claim 2, characterized in that, after the user's call is blocked, the user's information is added to the user database, and the call is blocked according to the connection rate of the blocking group. After the re-calling user in the blocking group is exchanged with the first-time calling user in the call-through group, the information of the re-calling user that has been exchanged is deleted from the user database, and the The exchanged information of the user who made the call for the first time is added to the user database, wherein the user database is used to store the information of the user whose call has been blocked. 5. The method according to claim 1, characterized in that call pre-processing is performed according to the overload pass rate and the number of times the user's calls are continuously blocked. 6. The method according to claim 5, wherein performing call preprocessing according to the overload pass rate and the number of times the user's call is continuously blocked comprises: According to the current system overload passing rate, all the users of the current call are divided into a call connection group and a call blocking group; Arranging in descending order the users who call again in the call blocking group according to the number of times the calls of the users are blocked consecutively; According to the blocking group completion rate and the order of arrangement, the user in the call blocking group who calls again is exchanged with the user in the call connection group who makes a call for the first time, wherein the blocking group connects The pass rate is the probability of adjusting the user to the call connection group after the user is classified into the call blocking group according to the current system overload pass rate. 7. The method according to any one of claims 1 to 6, wherein setting the blocking group connection rate for the user comprises: Setting a blocking group pass rate for the user according to predetermined information, wherein the predetermined information includes at least one of the following: a current system overload level, and the current system overload pass rate. 8. A call preprocessing device, which is applied to the situation where the call system is in an overloaded state, is characterized in that it includes: The setting module is used for setting the overload pass rate for the user when the user calls again after the user's call is blocked, wherein the overload pass rate is greater than the current system overload pass rate; the The setting module is also used to set the connection rate of the blocking group for the user, wherein the connection rate of the blocking group is after the user is classified into the call blocking group according to the current system overload passing rate, the The probability that the user is adjusted to the call connection group, wherein the call connection group and the call blocking group are divided by the following method: according to the current system overload pass rate, all the users of the current call are divided into The call connection group and the call blocking group; A call preprocessing module, configured to perform call preprocessing according to the overload pass rate set by the setting module.