CN101697568B - Disaster recovery method for power customer service system - Google Patents
Disaster recovery method for power customer service system Download PDFInfo
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- CN101697568B CN101697568B CN 200910154089 CN200910154089A CN101697568B CN 101697568 B CN101697568 B CN 101697568B CN 200910154089 CN200910154089 CN 200910154089 CN 200910154089 A CN200910154089 A CN 200910154089A CN 101697568 B CN101697568 B CN 101697568B
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Abstract
The invention relates to a customer service method, in particular to a customer service method for a power department. A disaster recovery mode of the invention is a three-level disaster recovery mode, wherein the first-level disaster recovery is that all equipment of certain province center breaks down, and the borne telephone traffic is switched to another province center; the second-level disaster recovery is that key equipment of certain province center breaks down, and the telephone traffic is switched to another province center; the third-level disaster recovery is that a relay of certain prefecture-level city breaks down and is accessed from a standby channel of a province center, and when two province centers are abnormal or a prefecture-level city center fails to contact with two province centers, the prefecture-level city center adopts a mode of local survival to ensure that the service of the prefecture-level city is normally developed. The method processes the fault which appears in a customer service system in a multi-level and multi-mode way by adopting a plurality of disaster recovery modes to the customer service system to ensure that the operation of the customer service system can be more reliable and safer.
Description
Technical field
The present invention relates to a kind of client service method, particularly a kind of client service method for power department.
Background technology
The original customer service system of electric power system, as the window of client and power supply enterprise's communication, greatly facilitates the client, has promoted the social image of enterprise.Technical merit limitation owing to being subject to building, the part platform product can not meet service operation, management and supervision requirement, and there is very large hidden danger in the reliability and stability of system.System is in operation, and various factors all can cause the situations such as fault, paralysis, and the system cisco unity malfunction, badly influence the work of power department and user's interests like this.
Summary of the invention
The purpose of this invention is to provide a kind of disaster recovery method for power customer service system, the method is processed for fault that the customer service system running is occurred, makes the operation of customer service system can more reliable and safety.
In order to realize that the technical scheme that this purpose of the present invention adopts is: a kind of disaster recovery method for power customer service system, the method is processed the fault occurred in customer service system, in customer service system, the cti server at some centers of two provincial client service centers, IVR automatic speech server or recording server break down, and just by cti server, IVR automatic speech server or the recording server at another center, are taken over respectively; All interrupt when a provincial client service center breaks down, all taken over by another center; When the interruption of all breaking down of two provincial client service centers, by this locality survival server survival districts and cities media gateway of districts and cities client service center, the business of taking over provincial client service center; When districts and cities client service center and a provincial client service center network interruption, network is directly connected to another provincial client service center; When districts and cities client service center and two provincial client service center networks all interrupt, by this locality survival server survival districts and cities media gateway of districts and cities client service center, the business of taking over provincial client service center; When the districts and cities client service center forfeiture professional ability that breaks down, by provincial client service center, its business allotment to another districts and cities client service center is taken over.
As preferably, described provincial client service center arranges management and attends a banquet, for the whole network is attended a banquet and monitored and manage.
As preferably, the integrated TTS text-to-speech of described province center IVR automatic speech server system.
As preferably, described provincial client service center also is integrated with SoftSwitch, Trunk Media Gateway, SGW and Media Resource Server, for NGN internet and 3G network provides media resource, for supporting multimedia call, processes.
The present invention is by customer service system being adopted to multiple disaster recovery mode, and the fault occurred in multi-level multimode processing customer service system makes the operation of customer service system can more reliable and safety.
The accompanying drawing explanation
Fig. 1 is customer service system universe network framework map of the present invention;
Fig. 2 is that customer service system physics of the present invention is disposed design drawing;
Fig. 3 is a provincial client service center fault schematic diagram;
Fig. 4 is two provincial client service center fault schematic diagrames;
Fig. 5 is districts and cities client service center fault schematic diagram.
Embodiment
As shown in Figure 1, 2, customer service system for electric power system comprises provincial client service center, in order to strengthen the reliability of system, build two provincial client service centers that configuration and function is the same: provincial client service center one and provincial client service center two, two provincial client service centers connect by network, hot standby mutually between the two, the while is born the traffic administration of a part of districts and cities client service center separately; Provincial client service center is furnished with media gateway, cti server, automated audio systems (IVR), recording server; Customer phone is linked into the media gateway of provincial client service center through PSTN, media gateway is connected to automated audio systems (IVR) and cti server by customer voice information, automated audio systems (IVR) helps the user to carry out the self-service voice service functions such as electric weight electricity charge inquiry, power failure information inquiry by Voice Navigation, automated audio systems (IVR) is integrated with TTS text-to-speech system, can accelerate service rate, save cost of serving, make IVR provide the service of 7*24 hour for the caller; If, during the service of client requests operator attendance, cti server is transferred to its calling on common the attending a banquet of districts and cities client service center according to routing policy; Provincial client service center is provided with recording server, gets off for the voicemail logging by the client, and is stored in database; Provincial client service center arranges management and attends a banquet, comprise that the expert attends a banquet and manages the quality inspection platform, management quality inspection platform, for the whole network is attended a banquet and monitored and manage, guarantees the service quality of system, the expert attend a banquet can in the situation that districts and cities client service center common attend a banquet and no-trunkly provide service for the client.
Provincial client service center also is integrated with SoftSwitch (Soft Switch), Trunk Media Gateway (TG), SGW (SG) and Media Resource Server (MRS), for NGN internet and 3G network provides media resource, for supporting multimedia call, process.The client can directly send the address of Email to client service center's appointment, customer service system can be issued this Email the business agent of the technical ability that handles postal matter according to the routing rule of appointment, process this Email by this business agent, after Email finishes dealing with, can issue in addition the client.The user can be directly sends Fax to the number of client service center's appointment, customer service system is received this Fax, Fax is converted to the form of Email, issue certain business agent according to the routing rule of appointment, process Email by the business agent, after Email finishes dealing with, system is changed rear Fax to the user by this Email.Customer service can send the access code of SMS to client service center's appointment, and customer service system can be issued this SMS the business agent who processes news in brief technical ability according to the routing rule of appointment, by this business agent, process this SMS.After SMS finishes dealing with, can send back to the user.Customer service system provides the WECC function for the user, supports that escorted browsing, click to dial, list are shared, callback request, mark synchronous service etc.
In each districts and cities of the whole province, a districts and cities client service center is set, the network switch by Electricity Information Network is connected to two provincial client service centers, the districts and cities client service center of the whole province is divided into to two parts, under normal condition, two provincial client service centers bear respectively the traffic administration of a part of districts and cities client service center, when unusual condition occurring, can be taken over by a provincial client service center traffic administration of whole districts and cities client service center.Districts and cities client service center comprises media gateway, districts and cities IVR automatic speech server, recording server, common attending a banquet; Districts and cities IVR automatic speech server, recording server are subject to the equipment centralized management of provincial client service center, customer phone is linked into the media gateway of districts and cities client service center through PSTN, after provincial client service center cti server captures customer phone customer voice information, province's center ivr server ivr server unified according to the whole province, that only be kept at the province center drives local ivr server to play and welcomes voice, the self-service voice service functions such as the electric weight electricity charge, power failure information are provided simultaneously.The pattern that this center is controlled, play this locality, not only by the IVR of the whole province unified management and shared resource, has been saved the network bandwidth simultaneously greatly.When the client needs manual position that service is provided, media gateway is subject to province center C TI server controls, and traffic distribution to suitable common the attending a banquet of these districts and cities carried out to service handling.Districts and cities client service center is provided with local survival server, when districts and cities client service center and provincial client service center when out of touch, this locality survival server arranged at the prefectures and cities center is enabled local regeneration mode, for calling provides basic queuing and the function that continues, can answer the phone in local scope.
The district service process terminal is connected with districts and cities client service center by network, and the common service request of recording the client of attending a banquet of districts and cities client service center feeds back to the worksheet backstage, and the worksheet backstage is forwarded to suitable district service process terminal by work order.
Customer service system is in operation, and may cause the situations such as fault, paralysis because of various factors, so this customer service system has been carried out reliable disaster recovery design.As shown in Fig. 3,4,5, the disaster recovery mode adopts three grades of disaster recovery modes, and the one-level calamity is standby is certain province center armamentarium fault, and the traffic carried is switched to another province center; The secondary calamity is standby is certain province center key equipment fault, and traffic is switched to another province center; Three grades of calamities are for referring to certain districts and cities relaying fault ，You Sheng center alternate channel access; 2 province centers all abnormal or districts and cities center can't contact with 2 province centers, by the districts and cities center, adopt local mode of surviving, and guarantee that the business of these districts and cities is normally carried out.Concrete disaster recovery solution is as follows:
(1) province's center C TI server breaks down
After the cti server at one of them province center breaks down, common attend a banquet detect with the disconnected connection of cti server after, can be switched to the cti server of the normal operation at another province center.Simultaneously, media gateway also can detect disconnected with cti server, and the standby CTI information according to configuration, be switched on the cti server at another center.The common phone of attending a banquet also can be registered at new cti server again.After server switches again, all business can normally be moved, and for the outgoing call user, are that impression is less than such handoff procedure.And, after cti server recovers normally, can switch back again normal connection status.
(2) province's center media gateways break down
After the media gateway at Yi Gesheng center breaks down, the common phone of attending a banquet can log under another media gateway; Simultaneously, telecommunications opposite end office equipment can detect the abnormality of link opposite end, by all calling incoming calls to other backup link.Can guarantee that so all business normally move
(3) Yi Gesheng center and operator's relaying break down
After the link occurs fault of the media gateway at Yi Gesheng center and operator's equipment, media gateway meeting report and alarm information is to cti server, cti server can issue Indication message, relevant seat side platform and phone are all logged in another cti server, telecommunications opposite end office equipment is after the abnormality of link being detected simultaneously, all calling incoming calls, on the media gateway at another center, are guaranteed to the normal operation of business
(4) all break down in the Liang Gesheng center
When all break down in the Liang Gesheng center, Business Processing can not be carried out by the province center in the districts and cities center, at this moment this locality survival server arranged at the prefectures and cities center is enabled local regeneration mode, for calling provides basic queuing and the function that continues, can answer the phone in local scope, guarantee the operation of native client service system.After network recovery is normal, media gateway is registered to province center C TI server automatically, and all business can normally be used
Break down in (5) districts and cities centers
When some districts and cities center quit work fully (as disconnected as relaying, media gateway abnormal, outage etc.), when the phone in these districts and cities scope can't access the districts and cities center,, by the strategy of common carrier, call forwarding is dispatched to another districts and cities center to province's center ，You Sheng center unification.
Claims (4)
1. the disaster recovery method for power customer service system, it is characterized in that, the method is processed the fault occurred in customer service system, in customer service system, the cti server at some centers of two provincial client service centers, IVR automatic speech server or recording server break down, and its business is just taken over respectively by cti server, IVR automatic speech server or the recording server at another center; When a provincial client service center breaks down, all interrupt, its business is all taken over by another center; When the interruption of all breaking down of two provincial client service centers, by this locality survival server survival districts and cities media gateway of districts and cities client service center, the business of taking over provincial client service center; When districts and cities client service center and a provincial client service center network interruption, network is directly connected to another provincial client service center; When districts and cities client service center and two provincial client service center networks all interrupt, by this locality survival server survival districts and cities media gateway of districts and cities client service center, the business of taking over provincial client service center; When the districts and cities client service center forfeiture professional ability that breaks down, by provincial client service center, its business allotment to another districts and cities client service center is taken over; Provincial client service center is furnished with media gateway, cti server, IVR automated audio systems, recording server; Districts and cities client service center comprises media gateway, districts and cities IVR automatic speech server, recording server, common attending a banquet; Districts and cities IVR automatic speech server, recording server are subject to the equipment centralized management of provincial client service center, customer phone is linked into the media gateway of districts and cities client service center through PSTN, after provincial client service center cti server captures customer phone customer voice information, province's center ivr server ivr server unified according to the whole province, that only be kept at the province center drives local ivr server to play and welcomes voice, the electric weight electricity charge, power failure information self-service formula voice service function are provided simultaneously.
2. a kind of disaster recovery method for power customer service system according to claim 1, is characterized in that, described provincial client service center arranges management and attends a banquet, for the whole network is attended a banquet and monitored and manage.
3. a kind of disaster recovery method for power customer service system according to claim 1, is characterized in that, the integrated TTS text-to-speech of described province center IVR automatic speech server system.
4. a kind of disaster recovery method for power customer service system according to claim 1, it is characterized in that, described provincial client service center also is integrated with SoftSwitch, Trunk Media Gateway, SGW and Media Resource Server, for NGN internet and 3G network provides media resource, for supporting multimedia call, process.
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| Application Number | Priority Date | Filing Date | Title |
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| CN 200910154089 CN101697568B (en) | 2009-10-26 | 2009-10-26 | Disaster recovery method for power customer service system |
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| CN 200910154089 CN101697568B (en) | 2009-10-26 | 2009-10-26 | Disaster recovery method for power customer service system |
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| CN101697568A CN101697568A (en) | 2010-04-21 |
| CN101697568B true CN101697568B (en) | 2013-12-18 |
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Families Citing this family (6)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101924841B (en) * | 2010-08-13 | 2016-01-20 | 厦门雅迅网络股份有限公司 | Building and control method of a kind of call center and data center's distributed frame |
| CN103905576B (en) * | 2012-12-28 | 2017-11-24 | 华为技术有限公司 | The Enhancement Method and terminal locally survived |
| CN104580759B (en) * | 2014-11-19 | 2016-03-02 | 国家电网公司 | A kind of electric power customer service IVR tolerant system and method |
| CN107046545B (en) * | 2017-05-05 | 2023-07-11 | 国网安徽省电力公司经济技术研究院 | Method for realizing local self-survival of IMS network provincial and local users by circuit switching |
| CN109151236B (en) * | 2018-09-03 | 2021-02-02 | 中国联合网络通信集团有限公司 | Call route selection method and call route selection system |
| CN116582618B (en) * | 2023-07-13 | 2023-10-10 | 天津金城银行股份有限公司 | Method and device for realizing high availability of electric pin, machine room management platform and computer |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
| CN101052155A (en) * | 2007-05-22 | 2007-10-10 | ***通信集团浙江有限公司 | Seamless switching method for disaster recovery homing user position register |
| CN101448047A (en) * | 2008-12-31 | 2009-06-03 | 中国建设银行股份有限公司 | Telephone bank calling system and total control equipment |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101150419B (en) * | 2007-11-12 | 2010-09-29 | 中国电信股份有限公司 | A new generation call center system and automatic service realization method |
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Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
| CN101052155A (en) * | 2007-05-22 | 2007-10-10 | ***通信集团浙江有限公司 | Seamless switching method for disaster recovery homing user position register |
| CN101448047A (en) * | 2008-12-31 | 2009-06-03 | 中国建设银行股份有限公司 | Telephone bank calling system and total control equipment |
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