CN101656804B - Device and method for realizing non-real time media routing by using extracting mode - Google Patents
Device and method for realizing non-real time media routing by using extracting mode Download PDFInfo
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- CN101656804B CN101656804B CN 200810214311 CN200810214311A CN101656804B CN 101656804 B CN101656804 B CN 101656804B CN 200810214311 CN200810214311 CN 200810214311 CN 200810214311 A CN200810214311 A CN 200810214311A CN 101656804 B CN101656804 B CN 101656804B
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Abstract
The invention discloses a device for realizing non-real time media routing by using an extracting mode. A chief control module is used for receiving a queue request and statistical results, sending the queue request to a pretreatment module and sending the statistical results to an appropriate routing queue module. The pretreatment module is used for finding out corresponding pretreatment strategies in accordance with the skills specified in the queue request, computing the area codes and grades of service of the users in accordance with the pretreatment strategies and inserting the queue request into a media call queue. Meanwhile, the pretreatment module is used for periodically scanning the media call queue according to the allocated time period, carrying out statistics on the queue request in the media call queue and sending the statistical results to the chief control module. The routing queue module is used for receiving the statistical results and determining the positions for the statistical results in accordance with the routing strategies. The invention also discloses a method for realizing non-real time media routing by using the extracting mode. The invention ensures the next generation calling center to have the capabilities of non-real time media routing and queuing and improves the functions of the next generation calling center.
Description
Technical field
The present invention relates to the field, call center, specifically, relate to call center of future generation realizes the non-real time media route with the extraction pattern devices and methods therefor.
Background technology
The call center is called customer service system again; It is the information system that is used for providing multiple access means such as phone, fax, Email to the user; Mainly be used for process user to enterprise's requirement, query, complaint, suggestion and consulting, like 1860 in the telecommunications industry, 95555 in the financial circles etc.At present, IP-based call center of future generation can be well for the user provides voice service, but the improving constantly of As market, basic voice service can not meet the demands, and the call center supports that non-real time media is imperative.
Do not find to introduce the apparatus and method that call center of future generation supports that non-real time media is called out in the prior art as yet.
Summary of the invention
The technical problem that the present invention will solve provides a kind of device with extraction pattern realization non-real time media route, makes call center of future generation possess non-real time media route and queue capability.
In order to address the above problem, the invention provides a kind of device with extraction pattern realization non-real time media route, comprising: top control module, at least one pretreatment module and routing queue module, wherein,
Top control module is used to receive queuing request and statistics, and said queuing request is sent pretreatment module, and said statistics is dealt into suitable routing queue module;
Pretreatment module is used for finding corresponding pretreatment strategy according to the technical ability of said queuing request appointment, and calculates user's area code and service class according to said pretreatment strategy, is inserted into this queuing request in the media call formation; Simultaneously, said pretreatment module periodically scans said media call formation according to the duration of configuration, and the queuing request in the said media queue is added up, and sends to top control module to said statistics;
Routing queue module receives said statistics, and being used for according to routing policy is that said statistics is confirmed seat.
Preferably, said top control module is found out the routing queue module of this virtual center ownership according to the virtual center of appointment in the said queuing request number, is transmitted to routing queue module to said statistics then.
Preferably, said statistics comprises following content: the queuing request of line up overtime queuing request, processing overtime, pending calls, just at processed call number, processed call number or the calls that shifts.
Preferably; Said pretreatment module sends to said top control module through form the queuing request that said queuing is overtime of alarm or the queuing request of processing overtime; Said top control module is transmitted to routing queue module to alarm, and said routing queue module is arranged seat for the queuing request of having alarmed.
Another technical problem that the present invention will solve provides a kind of method with extraction pattern realization non-real time media route, makes call center of future generation possess non-real time media route and queue capability.
In order to address the above problem, the invention provides a kind of method with extraction pattern realization non-real time media route, comprising:
Top control module receives queuing request, and said queuing request is sent to pretreatment module;
Said pretreatment module finds corresponding pretreatment strategy according to the technical ability of appointment in the said queuing request, and calculates user's area code and service class according to said pretreatment strategy, is inserted into said queuing request in the media call formation; Said pretreatment module according to the configuration duration periodically scan said media call formation, the queuing request in the said media queue is added up, when the said cycle then, send to routing queue module to said statistics through said top control module;
Said routing queue module receives said statistics, is that said statistics is confirmed seat according to routing policy.
Further, said top control module is found out the routing queue module of this virtual center ownership according to the virtual center of appointment in the said queuing request number, is transmitted to routing queue module to said statistics then.
Further, said statistics comprises following content: the queuing request of line up overtime queuing request, processing overtime, pending calls, just at processed call number, processed call number or the calls that shifts.
Further; The queuing request that said queuing is overtime or the queuing request of processing overtime send to said top control module through the form of alarm; Said top control module is transmitted to routing queue module to alarm, and said routing queue module is arranged seat for the queuing request of having alarmed.
Further, said routing policy preestablishes, and is kept in the database, and when preparatory place resume module queuing request, inquiry obtains routing policy according to the technical ability in the queuing request, and routing policy is sent to routing queue module.
Further; Said routing policy comprises: technical ability notice, the group of attending a banquet notice or the notice of attending a banquet; Said technical ability notice is used for notifying said statistics to having appointment technical ability all to attend a banquet; The said group notice of attending a banquet is used for notifying said statistics to attend a banquet all of group of appointment attends a banquet, said attend a banquet to notify to be used for notifying said statistics to appointment attend a banquet; Said routing queue module is notified, attended a banquet according to said technical ability, and group is notified or the said statistics of notice distribution of attending a banquet is given corresponding seat.
The present invention makes call center of future generation support the route queuing that non-real time media is called out; Make call center of future generation possess non-real time media route and queue capability; The perfect function of call center of future generation; Satisfy the demand that the user calls out non-real time media, and then improve product competitiveness and occupation rate of market, tangible economic benefit and social benefit are arranged.
Description of drawings
Fig. 1 is a structure chart of realizing the device of non-real time media route with the extraction pattern;
Fig. 2 is the detail flowchart of extraction pattern according to the invention.
Embodiment
Below in conjunction with accompanying drawing and embodiment, handling EMail with call center of future generation is example, specifies technical scheme of the present invention.
As shown in Figure 1, be the structure chart of realizing the device of non-real time media route with the extraction pattern, realize that with the extraction pattern device of non-real time media route comprises: top control module, a plurality of pretreatment module and routing queue module.
Top control module is used for the access and the forwarding capability of completion queue request, statistics and queuing response.Top control module can shield the various external systems difference of (comprising: Service Control Point of intelligent network, CSTA equipment and various interface machine), realizes indistinguishably handling the queuing request from various external equipments.Top control module can also be distributed to each pretreatment module to queuing request equably according to the load balance principle; And top control module can also be distributed to suitable routing queue module to pretreated statistics according to the virtual center of appointment in the queuing request number.Simultaneously, top control module can also correctly return to external equipment to the final queuing result who obtains after the routing queue module processing.
Pretreatment module is used for the preliminary treatment of completion queue request.Pretreatment module is according to the technical ability of appointment in the queuing request; Find pre-set pretreatment strategy, calculate user's area code and service class, be inserted into this queuing request in the media call formation; Then, pretreatment module is returned the queuing response to top control module.Simultaneously; Pretreatment module is according to the duration scanning medium call queue periodically of configuration; When the scan period then; Pretreatment module obtains the statistics of queuing request from the media call formation, and issues top control module, and statistics can comprise following content: the queuing request of line up overtime queuing request, processing overtime, pending calls, just at calls of processed call number, processed call number and transfer etc.; Wherein, the queuing request of overtime queuing request of queuing and processing overtime is issued top control module with the mode of alarming.
Routing queue module is that the queuing request that receives is sought suitable seat according to routing policy, and returns the queuing result according to the seat that finds to top control module, and the queuing result finally is transmitted to external equipment by top control module.Can be if do not have for queuing request find the idle seat that service is provided, then this queuing request is inserted the media call formation again; When seat was idle, routing queue module can be selected suitable queuing request for this seat according to routing policy, and returns the queuing result to top control module.
Below, in conjunction with the device of realizing the non-real time media route with the extraction pattern, to realizing that with the extraction pattern method of non-real time media route elaborates among the present invention.
1, external equipment is issued top control module to queuing request (representing non-real time media to call out), and top control module is transmitted to the appropriate pretreatment module to queuing request according to the load balance principle.
2, pretreatment module finds corresponding pretreatment strategy according to the technical ability of appointment in the queuing request; And calculate user's area code and service class according to pretreatment strategy; Be inserted into this queuing request in the media call formation, then, pretreatment module is returned the queuing response to top control module.
3, top control module is transmitted to external system to the queuing response message.
4, pretreatment module is according to the duration scanning medium call queue periodically of configuration; When the scan period then; Pretreatment module counts the overtime queuing request of queuing or the queuing request of processing overtime from the media call formation, issue top control module to statistics with the form of alarm then.
5, top control module is transmitted to routing queue module to alarm, and routing queue module is issued the squad leader to alarm again, and it is that overtime queuing request is extracted medium that the squad leader just can require the operator.
6, pretreatment module is also according to the duration scanning medium call queue periodically of configuration; When the scan period then; Pretreatment module counts pending calls from the media call formation, just at calls of processed call number, processed call number, transfer etc., issue top control module to statistics then.
7, top control module is transmitted to routing queue module to the medium statistical information.
8, routing queue module is distributed to relevant seat to statistical information according to routing policy.
The routing policy of distribution can be following option:
(1), notifies statistical information to having all of specifying technical ability and to attend a banquet according to technical ability notice.
(2), notify statistical information to attend a banquet all of group of appointment and to attend a banquet according to attending a banquet group notice.
(3) according to attending a banquet notice, notify statistical information to appointment and attend a banquet.
9, after seat is received the statistical information or medium queuing request of media call, to the media call of routing queue module request specified type.
10, routing queue module according to first earlier the service principle select a suitable queuing request in the media call formation and distribute to this seat.
11, (as reading email) notice routing module medium disposed after seat was handled these medium, and the call center has just accomplished the processing of media call like this.
As shown in Figure 2, be the detail flowchart that seat according to the invention initiatively extracts pattern, concrete steps are following:
Step 201:Email interface message processor (IMP) is initiated the request of Email call queuing through CpQueueReq message to top control module.
Step 202: top control module is selected a pretreatment module according to the load balance principle, sends out MPreQueueReq message to this pretreatment module then.
Pretreatment module calculates service class and area code according to MPreQueueReq message, is inserted into this calling in the media call formation then.
Step 203: pretreatment module is sent out medium queuing response message MPreQueueAck to top control module.
Step 204: top control module is sent a manuscript to the compositor the response CpQueueAck of team to the Email interface message processor (IMP), and the expression system has accepted this media call.
Step 205: when the media queue measurement period then, pretreatment module is according to medium type, calls, just add up media queue at the calls of processed call number, processed call number, transfer.Then, pretreatment module is encapsulated in the medium statistics in the MPRENotify message and issues top control module.
Top control module is found out the routing queue module of this virtual center ownership according to the virtual center of appointment in the queuing request number, gives routing queue module the MPRENotify forwards then.
Step 206: routing queue module is issued this group seat to MEDIA_NOTIFY message according to routing policy.Like this, seat (representing the operator) just can be learnt the statistical information of pending queuing request (representative media call) such as current, handles so that choose media information.
Routing policy preestablishes, and is kept in the database, and when preparatory place resume module queuing request, inquiry obtains routing policy according to the technical ability in the queuing request, and routing policy is sent to routing queue module.Routing queue module can be according to the notice of the technical ability in the routing policy, the group of attending a banquet notice or this MEDIA_NOTIFY message of notice distribution of attending a banquet.
Step 207: when seat need be handled media information, just pass through GET_MEDIA_INFO message to routing queue module request media call.
Step 208: routing queue module is selected an only media call according to serving principle first earlier from media queue, distribute to this seat to this media call through CTI_GET_MEDIA_INFO_CONF message then.
Step 209: after seat is handled these medium, through SET_MEDIA_FINISH message informing routing queue module.
Routing queue module is changed to completion status to these medium, and processing finishes.
Claims (10)
1. the device with extraction pattern realization non-real time media route is characterized in that, comprising: top control module, at least one pretreatment module and routing queue module, wherein,
Top control module is used to receive queuing request and statistics, and said queuing request is sent to pretreatment module, and said statistics is dealt into suitable routing queue module;
Pretreatment module is used for finding corresponding pretreatment strategy according to the technical ability of said queuing request appointment, and calculates user's area code and service class according to said pretreatment strategy, is inserted into this queuing request in the media call formation; Simultaneously, said pretreatment module periodically scans said media call formation according to the duration of configuration, and the queuing request in the said media queue is added up, and sends to top control module to said statistics;
Routing queue module receives said statistics, and being used for according to routing policy is that said statistics is confirmed seat.
2. the device of realizing the non-real time media route with the extraction pattern as claimed in claim 1; It is characterized in that; Said top control module is found out the routing queue module of this virtual center ownership according to the virtual center of appointment in the said queuing request number, is transmitted to routing queue module to said statistics then.
3. the device of realizing the non-real time media route with the extraction pattern as claimed in claim 1; It is characterized in that said statistics comprises following content: the queuing request of line up overtime queuing request, processing overtime, pending calls, just at the calls of processed call number, processed call number and transfer.
4. the device of realizing the non-real time media route with the extraction pattern as claimed in claim 3; It is characterized in that; Said pretreatment module sends to said top control module through form the queuing request that said queuing is overtime of alarm or the queuing request of processing overtime; Said top control module is transmitted to routing queue module to alarm, and said routing queue module is arranged seat for the queuing request of having alarmed.
5. the method with extraction pattern realization non-real time media route is characterized in that, comprising:
Top control module receives queuing request, and said queuing request is sent to pretreatment module;
Said pretreatment module finds corresponding pretreatment strategy according to the technical ability of appointment in the said queuing request, and calculates user's area code and service class according to said pretreatment strategy, is inserted into said queuing request in the media call formation; Said pretreatment module according to the configuration duration periodically scan said media call formation, the queuing request in the said media queue is added up, when the said cycle then, send to routing queue module to said statistics through said top control module;
Said routing queue module receives said statistics, is that said statistics is confirmed seat according to routing policy.
6. the method that realizes the non-real time media route with the extraction pattern as claimed in claim 5; It is characterized in that; Said top control module is found out the routing queue module of this virtual center ownership according to the virtual center of appointment in the said queuing request number, is transmitted to routing queue module to said statistics then.
7. the method that realizes the non-real time media route with the extraction pattern as claimed in claim 5; It is characterized in that said statistics comprises following content: the queuing request of line up overtime queuing request, processing overtime, pending calls, just at the calls of processed call number, processed call number and transfer.
8. the method that realizes the non-real time media route with the extraction pattern as claimed in claim 7; It is characterized in that; The queuing request that said queuing is overtime or the queuing request of processing overtime send to said top control module through the form of alarm; Said top control module is transmitted to routing queue module to alarm, and said routing queue module is arranged seat for the queuing request of having alarmed.
9. the method that realizes the non-real time media route with the extraction pattern as claimed in claim 5; It is characterized in that; Said routing policy preestablishes, and is kept in the database, when preparatory place resume module queuing request; Inquiry obtains routing policy according to the technical ability in the queuing request, and routing policy is sent to routing queue module.
10. the method that realizes the non-real time media route with the extraction pattern as claimed in claim 5; It is characterized in that; Said routing policy comprises: technical ability notice, the group of attending a banquet notice or the notice of attending a banquet; Said technical ability notice is used for notifying said statistics to having all of specifying technical ability attends a banquet, the said group notice of attending a banquet be used for said statistics notify to appointment attend a banquet organize all attend a banquet, said attend a banquet to notify to be used for notifying said statistics to appointment attend a banquet; Said routing queue module is notified, attended a banquet according to said technical ability, and group is notified or the said statistics of notice distribution of attending a banquet is given corresponding seat.
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| CN102256024B (en) * | 2010-05-17 | 2014-03-12 | 中兴通讯股份有限公司 | Queue request waiting timeout processing method and device |
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| CN109559023A (en) * | 2018-11-14 | 2019-04-02 | 厦门路桥信息股份有限公司 | Cloud control center seat work order automatic scheduling method, medium and system |
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| CN101146156A (en) * | 2007-11-13 | 2008-03-19 | 中国电信股份有限公司 | A multimedia information push method, soft queuing machine and call center system |
| CN101222549A (en) * | 2007-11-13 | 2008-07-16 | 华为技术有限公司 | Method for implementing IP call centre and video call service |
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