CN104125354B - Method and system for regulating and controlling voice service based on call requirements - Google Patents
Method and system for regulating and controlling voice service based on call requirements Download PDFInfo
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Abstract
The invention discloses a method and a system for regulating and controlling voice service based on call requirements. The system comprises an ACD automatic telephone traffic distribution module, an IVR automatic voice answering module, a CTI regulation and control integrated module, an exchange board, a PBX queuing module and a terminal monitoring module; the voice service method can select priority, and timely and effectively answer calls from users according to call requirements of users, thus improving service quality; according to the method, under the premise of reducing operational cost, achieving centralized seat management in the whole province or large areas, and performing centralized operation on calling systems, calls are answered according to belonging areas, and customer service staffs are convenient to communicate; skill groups in cities and counties only need to distribute computers and IP power grids, no gateway and IVR voice answering system are needed, no device redundancy exists, the priority groups are automatically selected according to customer requirements, different priority groups are different in distribution sequences and distribution processes, calls can be effectively and selectively answered, and improvement on answering quality is facilitated.
Description
Technical field
The present invention relates to a kind of regulation and control voice service method and its system based on incoming call demand.
Background technology
Shandong DianKeYuan electric service center is netted by state, serves 35,700,000 power customer of Shandong Province, is current national service
The most electric service center of client.1 to June in 2013 is computed, center manual request telephone traffic monthly average is 268770
It is individual, it is compared with 235723 rises 14.02% of the same period in 2012, overall in rising trend.
The particular times such as New Year's Eve, summer high temperature and winter cold snap occur traffic uprush, inrush current phenomenon, attend a banquet people
Member is difficult to all accept customer service demand, causes manual telephone system percent of call completed to decline to a great extent, and customer service is sent a telegram here to be differed and surely transfer to
Ownership place contact staff answer, and causes confusing communication between contact staff and client, affects customer service quality.
The content of the invention
The present invention is in order to solve the above problems, it is proposed that a kind of regulation and control voice service method based on incoming call demand and its be
System, the system cutting operating costs, realize that attend a banquet centralized management, calling system of the whole province or large area concentrates the premise run
Under, by the regulation and control of ownership place, it is ensured that 95598 hot line of the whole province is unimpeded, between contact staff and client, link up smooth, power supply clothes
Business level is constantly lifted.
To achieve these goals, the present invention is adopted the following technical scheme that：
A kind of regulation and control voice service method based on incoming call demand, specifically includes following steps：
(1) all computer/phones IP attended a banquet of cities and counties of province are gathered, the gateway options of IP phone is set, is configured
To on the board of the switch at province center, the computer/phone of the same network segment is made to register on board by network, by registration
The extension number of IP telephone machine is bound with the job number of seat personnel, realizes networking, the association of all IP telephone machines, arranges each
Technical ability group, records technical ability group administrative area code；
(2) customers dial 95598, the operator in client possession by with the digital trunk being connected on center media gateway
Future, circuit was by focusing on client service center of province, there is provided automatic speech interactive services, carry out Voice Navigation, and user is pressed using audio frequency
Key phone or speech input information, obtain the numeral or synthesis voice messaging prerecorded, from client service center of province with rear number of units
Interact according to storehouse, record the incoming information and incoming call demand of user, check diverting switch state, if diverting switch is to close,
Step (4) is then entered, if diverting switch reads the incoming call demand of client's input to open, shunting priority belonging to task is checked,
Into step (3)；
(3) switch connecting link gives related call data on application interface services device, by entering with data base
Row information is exchanged, and calls caller address, and according to the priority of priority, the technical ability group for inquiring about each priority successively is attended a banquet state,
If the technical ability group of the current priority of inquiry has idle seating, the waiting time attended a banquet of free time is checked, when comparing wait
Between, waiting time most long extension number being recorded, incoming call is transferred in the IP telephone machine, seat personnel receives calls, and otherwise enters
Enter step (4)；
(4) incoming call is ranked, missed call is deposited in into buffer area according to incoming call time sequencing, timing monitors current
Access network skilled group of state of attending a banquet, once checking idle seating, record the extension number, incoming call be transferred to into this
In IP telephone machine, seat personnel receives calls, and monitor all seat personnels answers information, state, the seat logged on according to attending a banquet
Xi Hao, by switch in the data base in find corresponding extension number, by seating stand and state corresponding to the extension number
It is displayed in monitoring system, the monitor in real time to state of remotely attending a banquet is realized by monitoring screen of attending a banquet.
In the step (2), the affiliated priority groups of task include priority groups I and priority groups II, priority groups I
Sequencing be：First priority be dependency of incoming call customer service technical ability group, the second priority be province's center customer service technical ability group and
Third priority is other cities and counties' customer service technical ability groups in addition to ownership place；The sequencing of priority groups II is：First is preferential
It is in addition to ownership place that Ji Weisheng centers customer service technical ability group, the second priority are dependency of incoming call customer service technical ability group and third priority
Other cities and counties' customer service technical ability groups.
In the step (2), the task of priority groups I includes：Troublshooting, opinions and suggestions, praise, complaints and denunciation, order
Read and inquire about with the electricity charge；The task of priority groups II includes：Attendant consultation service, integrated service, contract inquiry and information inquiry.
The concrete grammar of the step (3)：The state of attending a banquet of the technical ability group of the first priority, judges whether idle seat
Seat, if there is idle seating, checks the waiting time of each idle seating, compares the length of waiting time, when record is waited
Between most long extension number, incoming call is transferred in the IP telephone machine, seat personnel receives calls；If the technical ability group is attended a banquet entirely
It is busy, then the state of attending a banquet of the technical ability group of the second priority is checked, idle seating is judged whether, if there is idle seating,
The waiting time of each idle seating is checked, compares the length of waiting time, record waiting time most long extension number, will incoming call
It is transferred in the IP telephone machine, seat personnel receives calls；Otherwise, the state of attending a banquet of the technical ability group of third priority is checked, such as
There is idle seating in fruit, check the waiting time of each idle seating, compare the length of waiting time, and the record waiting time is most long
Extension number, incoming call is transferred in the IP telephone machine, seat personnel receives calls.
In the step (4), the concrete grammar of monitor in real time is：By each equipment interface, the seat of IP telephone machine is gathered
Seat data and queuing data, traffic data, respond the input information request of agent client, call record, com-parison and analysis collection
The data of unit, find out the monitored essential information attended a banquet, and timing updates, and essential information is converted into the xml for being easy to parse,
Monitoring display unit is broadcast to by socket, and by the seat personnel information can be caused to cover after renewal in caching, waits next round
Update.
In the step (4), the concrete steps of seating stand and status display include：
A () reads IP telephone machine, the initial configuration information of computer, matched somebody with somebody according to the seating positions figure in configuration file
Put, the coordinate position configuration of each seat personnel carries out interface initialization, represents call center's seating positions figure；
B () is set up socket length with state server and is connected, what the timing of reception state server was sended over attends a banquet online
Personal information, shows seat personnel head portrait on interface, and according to the state of the seat personnel, show corresponding incoming call, exhalation,
Put mark that is busy or putting the spare time；
Whether c state duration that () verifies each seat personnel is overtime, if overtime, seat personnel head portrait is lighted
Flicker, intuitively show on monitoring interface, reception state server timing send over skill group statistic, traffic measurement
Information, relevant statistics are intuitively presented on interface in digital form；
D () regularly sends the newest operating state of each seat personnel, record the state of seat personnel, and record the people that attends a banquet
Member is changed into the time point during state, and when next time receives the status information of seat personnel, it is right to carry out with the information recorded before
Than if state changes, recording again the state and transformation period point of seat personnel, if not changing, according to it
The state change time point of front record and current time calculate the duration attended a banquet in the state, and each state attended a banquet is entered
Row shows.
In the step (4), the information of answering includes extension number, talking state, operating state, login time, manual request,
Manual answering, queuing number, average queuing duration and seat personnel information.
A kind of regulation and control voice service system based on incoming call demand, including ACD auto-calling distribution modules, the automatic languages of IVR
Sound responder module, CTI regulation and control integration modules, switch, PBX queue modules and terminal monitoring module, wherein：
The IVR automatic voice respondings module, for providing automatic speech interactive services, carrying out Voice Navigation, user
Using audio frequency push-button phone or speech input information, the numeral or synthesis voice messaging prerecorded is obtained from the system, with
Background data base is interacted, and is recorded the incoming information and incoming call demand of user, is checked diverting switch state, there is provided incoming call response
Service and actively exhalation service；
The ACD auto-calling distributions module, for reading the incoming call demand of client's input, checks that shunting is excellent belonging to task
First level, calls caller address, and according to the priority of priority, the technical ability group for inquiring about each priority successively is attended a banquet state, if looked into
There is idle seating in the technical ability group of the current priority of inquiry, check the waiting time attended a banquet of free time, compare the waiting time, record
Waiting time most long extension number, incoming call is transferred in the IP telephone machine；
The CTI regulates and controls integration module, realizes the information sharing of phone and intercomputer, is provided with CTI Link, realize and
Call state transmission and control between background data base, controls skilled group and junction line, is integrated with multimedia platform and record
Sound module, there is provided the DLL of unified standard, shields the complex communication agreement of PBX queue modules and intercomputer；
The PBX queue modules, for ranking to incoming call, missed call are deposited according to incoming call time sequencing slow
Deposit area, in timing reading terminals monitoring module present access network skilled group of state of attending a banquet, once check the free time
Attend a banquet, record the extension number, there is provided CTI Link modules connect public telephone as the computer/phone integrated interface attended a banquet
Net；
The switch, for gathering all computer/phones IP attended a banquet of cities and counties of province, arranges the gateway choosing of IP phone
, it is configured on board, the computer of the same network segment, phone is registered on board by network, will be the IP of registration electric
The extension number of phone is bound with the job number of seat personnel, realizes networking, the association of all IP telephone machines, arranges each technical ability
Group, records technical ability group administrative area code；
The terminal monitoring module, for regularly monitoring skilled group of the state of attending a banquet of institute of present access network, monitors
All seat personnels answer information, state, by seating stand and status display corresponding to the extension number answered in monitoring system
On system, the monitor in real time to state of remotely attending a banquet is realized by monitoring screen of attending a banquet.
The ACD auto-calling distributions module, including routing management unit, allocation unit, select unit, comparison module and
Matching unit, the routing management unit are used for the incoming call demand for reading client's input, call caller address, the select unit
For priority is shunted belonging to the task of checking, priority processing flow process is selected, the allocation unit is for the elder generation according to priority
Afterwards, the technical ability group for inquiring about each priority successively is attended a banquet state, and the comparison module is used for the technical ability group for judging current priority
With the presence or absence of idle seating, the waiting time attended a banquet of free time is checked, compares the waiting time；The matching unit is used for record etc.
Time most long extension number is treated, incoming call is transferred in the IP telephone machine of matching.
The IVR automatic voice respondings module, including services menu unit, speech information unit, automatic conversion unit, tune
With interactive unit and diverting switch module, wherein, the services menu unit is used to provide automatic speech interactive services, carry out
Voice Navigation, the speech information unit make user input incoming call demand, the tune for providing audio frequency push-button phone or voice
With interactive unit, for obtaining the numeral or synthesis voice messaging prerecorded, interact with background data base, record user
Incoming information and incoming call demand, the automatic conversion unit is for providing incoming call answer service and actively exhalation service, described
Diverting switch module, for controlling whether to carry out Traffic Distribution.
The CTI regulates and controls integration module, including Interface integration unit, information sharing unit, multimedia platform and recording mould
Block, described information shared cell, for realizing the information sharing between telephone/computer and data base, are provided with CTI Link, realize
Call state transmission and control between background data base, the Interface integration unit, for controlling skilled group and relaying
Line, there is provided the DLL of unified standard, shields the complex communication agreement of PBX queue modules and intercomputer, the multimedia
Platform, for sending note, mail to telephone/computer, the recording module, for recording the traffic information of incoming call user.
The PBX queue modules, including collecting unit, queued units, comparing unit and timing unit, the queuing list
Missed call, for ranking to incoming call, is deposited in buffer area according to incoming call time sequencing by unit；The collecting unit, uses
In timing reading terminals monitoring module present access network skilled group of state of attending a banquet, the comparing unit is used for
The state of attending a banquet that terminal monitoring module transfer comes is compared, the time block for preserving setting time, and provides clock list
Unit, the PBX queue modules also provide computer/phone integrated interface of the CTI Link modules as attending a banquet, and connect public power
Phone network.
The switch, including information acquisition unit, dispensing unit, registration resolution unit and binding unit, described information
Collecting unit, for gathering all computer/phones IP attended a banquet of cities and counties of province, the dispensing unit is used to arrange IP phone
Gateway options, are configured on board, registration Jesse's unit, for making the computer of the same network segment, phone pass through net
Network is registered on board, the binding unit, is carried out for the job number by the extension number of the IP telephone machine of registration with seat personnel
Binding, realizes networking, the association of all IP telephone machines, arranges each technical ability group, record technical ability group administrative area code.
The terminal monitoring module, including collecting unit, state server and monitoring display unit, collecting unit is by each
Individual equipment interface, attending a banquet and queuing data, traffic data for acquisition terminal machine, responds the input information request of agent client,
Record is called to state server, the data of state server com-parison and analysis collecting unit, find out monitored part including point
Machine number, talking state, operating state, login time data, and timing update, and information is assembled into the xml for being easy to parse, is passed through
Socket is broadcast to monitoring display unit, and by the seat personnel information can be caused to cover after renewal in caching, waits next round to update.
The technical ability group is all combinations attended a banquet in cities and counties.
Beneficial effects of the present invention are：
1st, cutting operating costs, by cities and counties' remote I P phone networking, the existing IP network of effective development and utilization
Resource, realizes the intensive management of personnel, equipment, reduces operating cost, solves the management and control management of emergent period traffic, personnel,
95598 service quality are lifted further；By dialing the call of IP numbers, can solve to exchange bottle between center and county's work station
Neck, makes information transmission more unimpeded, reduces cost of the phone call；
2. attend a banquet and be easily managed management and control, IP phones can be remotely placed in the manageable cities and counties of IP network according to the actual requirements,
And it is equipped with relevant device and job number, you can increase seat quantity on the basis of former IVR flow processs are not changed, when phone amount is higher
Inquiry system remote online personnel pull system into and receive calls, and realize the zero time limit access-in management to long-range seat personnel, reduce
Peak Hour customer phone is lost, and lifts percent of call completed and power supply quality；
3. comprehensive customer in response demand, as seat personnel mobility is larger, saves 95598 and is faced with telephone traffic height, personnel
The problem of loss, IP phone province domain networking make full use of long-range human resourcess, are conducive to alleviating Peak Hour electric service
Pressure, comprehensive customer in response electricity consumption demand improve Shandong Electric Power Group community service image；
4. manual telephone system percent of call completed is improved, and in busy, local incoming call is answered by local operator, is conducive to customer service and user
Communication, service, improve remote worker service awareness, by IP phone networking, allow remote worker participate in client
Service demand, can strengthen service awareness of the remote worker in order, distribute leaflets, supervisor, improve work efficiency；
5. power supply quality is controllable, and each company of cities and counties remote work station personnel possess power marketing relevant knowledge, is familiar with
The operation of marketing system, can monitor the long-range seat personnel duration of call, put the finger such as busy length, duration of leaving the table by customer service system
Mark, provides good service for client, it is ensured that power supply quality is controllable；
6. the technical ability group of cities and counties need to only arrange computer and IP electrical networks, without the need for gateway, IVR voice response systems, not set
Standby redundancy, automatically selects priority groups according to customer demand, and different priority groups, allocation order, allocation flow are different, can
Effectively select to answer, quality is answered beneficial to raising.
Description of the drawings
Fig. 1 is the structural representation of the present invention；
Fig. 2 is the main-process stream schematic diagram of the present invention；
Fig. 3 is the priority groups I schematic flow sheet of the present invention；
Fig. 4 is the priority groups II schematic flow sheet of the present invention；
Fig. 5 is the terminal monitoring module diagram of the present invention；
Wherein, N is natural number, equal to total technical ability group quantity.
Specific embodiment：
The invention will be further described with embodiment below in conjunction with the accompanying drawings.
As shown in figure 1, a kind of regulation and control voice service system based on incoming call demand, including ACD auto-calling distribution modules,
IVR automatic voice responding modules, CTI regulation and control integration modules, switch, PBX queue modules and terminal monitoring module, wherein：
The IVR automatic voice respondings module, for providing automatic speech interactive services, carrying out Voice Navigation, user
Using audio frequency push-button phone or speech input information, the numeral or synthesis voice messaging prerecorded is obtained from the system, with
Background data base is interacted, and is recorded the incoming information and incoming call demand of user, is checked diverting switch state, there is provided incoming call response
Service and actively exhalation service；
The ACD auto-calling distributions module, for reading the incoming call demand of client's input, checks that shunting is excellent belonging to task
First level, calls caller address, and according to the priority of priority, the technical ability group for inquiring about each priority successively is attended a banquet state, if looked into
There is idle seating in the technical ability group of the current priority of inquiry, check the waiting time attended a banquet of free time, compare the waiting time, record
Waiting time most long extension number, incoming call is transferred in the IP telephone machine；
The CTI regulates and controls integration module, realizes the information sharing of phone and intercomputer, is provided with CTI Link, realize and
Call state transmission and control between background data base, controls skilled group and junction line, is integrated with multimedia platform and record
Sound module, there is provided the DLL of unified standard, shields the complex communication agreement of PBX queue modules and intercomputer；
The PBX queue modules, for ranking to incoming call, missed call are deposited according to incoming call time sequencing slow
Deposit area, in timing reading terminals monitoring module present access network skilled group of state of attending a banquet, once check the free time
Attend a banquet, record the extension number, there is provided CTI Link modules connect public telephone as the computer/phone integrated interface attended a banquet
Net；
The switch, for gathering all computer/phones IP attended a banquet of cities and counties of province, arranges the gateway choosing of IP phone
, it is configured on board, the computer of the same network segment, phone is registered on board by network, will be the IP of registration electric
The extension number of phone is bound with the job number of seat personnel, realizes networking, the association of all IP telephone machines, arranges each technical ability
Group, records technical ability group administrative area code；
The terminal monitoring module, for regularly monitoring skilled group of the state of attending a banquet of institute of present access network, monitors
All seat personnels answer information, state, by seating stand and status display corresponding to the extension number answered in monitoring system
On system, the monitor in real time to state of remotely attending a banquet is realized by monitoring screen of attending a banquet.
The ACD auto-calling distributions module, including routing management unit, allocation unit, select unit, comparison module and
Matching unit, the routing management unit are used for the incoming call demand for reading client's input, call caller address, the select unit
For priority is shunted belonging to the task of checking, priority processing flow process is selected, the allocation unit is for the elder generation according to priority
Afterwards, the technical ability group for inquiring about each priority successively is attended a banquet state, and the comparison module is used for the technical ability group for judging current priority
With the presence or absence of idle seating, the waiting time attended a banquet of free time is checked, compares the waiting time；The matching unit is used for record etc.
Time most long extension number is treated, incoming call is transferred in the IP telephone machine of matching.
The IVR automatic voice respondings module, including services menu unit, speech information unit, automatic conversion unit, tune
With interactive unit and diverting switch module, wherein, the services menu unit is used to provide automatic speech interactive services, carry out
Voice Navigation, the speech information unit make user input incoming call demand, the tune for providing audio frequency push-button phone or voice
With interactive unit, for obtaining the numeral or synthesis voice messaging prerecorded, interact with background data base, record user
Incoming information and incoming call demand, the automatic conversion unit is for providing incoming call answer service and actively exhalation service, described
Diverting switch module, for controlling whether to carry out Traffic Distribution.
The CTI regulates and controls integration module, including Interface integration unit, information sharing unit, multimedia platform and recording mould
Block, described information shared cell, for realizing the information sharing between telephone/computer and data base, are provided with CTI Link, realize
Call state transmission and control between background data base, the Interface integration unit, for controlling skilled group and relaying
Line, there is provided the DLL of unified standard, shields the complex communication agreement of PBX queue modules and intercomputer, the multimedia
Platform, for sending note, mail to telephone/computer, the recording module, for recording the traffic information of incoming call user.
The PBX queue modules, including collecting unit, queued units, comparing unit and timing unit, the queuing list
Missed call, for ranking to incoming call, is deposited in buffer area according to incoming call time sequencing by unit；The collecting unit, uses
In timing reading terminals monitoring module present access network skilled group of state of attending a banquet, the comparing unit is used for
The state of attending a banquet that terminal monitoring module transfer comes is compared, the time block for preserving setting time, and provides clock list
Unit, the PBX queue modules also provide computer/phone integrated interface of the CTI Link modules as attending a banquet, and connect public power
Phone network.
The switch, including information acquisition unit, dispensing unit, registration resolution unit and binding unit, described information
Collecting unit, for gathering all computer/phones IP attended a banquet of cities and counties of province, the dispensing unit is used to arrange IP phone
Gateway options, are configured on board, registration Jesse's unit, for making the computer of the same network segment, phone pass through net
Network is registered on board, the binding unit, is carried out for the job number by the extension number of the IP telephone machine of registration with seat personnel
Binding, realizes networking, the association of all IP telephone machines, arranges each technical ability group, record technical ability group administrative area code.
The terminal monitoring module, including collecting unit, state server and monitoring display unit, collecting unit is by each
Individual equipment interface, attending a banquet and queuing data, traffic data for acquisition terminal machine, responds the input information request of agent client,
Record is called to state server, the data of state server com-parison and analysis collecting unit, find out monitored part including point
Machine number, talking state, operating state, login time data, and timing update, and information is assembled into the xml for being easy to parse, is passed through
Socket is broadcast to monitoring display unit, and by the seat personnel information can be caused to cover after renewal in caching, waits next round to update.
As shown in Fig. 2 a kind of regulation and control voice service method based on incoming call demand, specifically includes following steps：
(1) all computers attended a banquet, the phone IP of cities and counties of province are gathered, the gateway options of IP phone is set, is configured
To on the board of the switch at province center, the computer of the same network segment, phone is made to register on board by network, by registration
The extension number of IP telephone machine is bound with the job number of seat personnel, realizes networking, the association of all IP telephone machines, arranges each
Technical ability group, records technical ability group administrative area code；
(2) customers dial 95598, the operator in client possession by with the digital trunk being connected on center media gateway
Future, circuit was by focusing on client service center of province, there is provided automatic speech interactive services, carry out Voice Navigation, and user is pressed using audio frequency
Key phone or speech input information, obtain the numeral or synthesis voice messaging prerecorded, from the system with background data base
Interact, record the incoming information and incoming call demand of user, check diverting switch state, if diverting switch enters to close
Enter step (4), if diverting switch reads the incoming call demand of client's input to open, check shunting priority belonging to task, enter
Step (3)；
(3) switch connecting link gives related call data on application interface services device, by entering with data base
Row information is exchanged, and calls caller address, and according to the priority of priority, the technical ability group for inquiring about each priority successively is attended a banquet state,
If the technical ability group of the current priority of inquiry has idle seating, the waiting time attended a banquet of free time is checked, when comparing wait
Between, waiting time most long extension number being recorded, incoming call is transferred in the IP telephone machine, seat personnel receives calls, and otherwise enters
Enter step (4)；
(4) incoming call is ranked, missed call is deposited in into buffer area according to incoming call time sequencing, timing monitors current
Access network skilled group of state of attending a banquet, once checking idle seating, record the extension number, incoming call be transferred to into this
In IP telephone machine, seat personnel receives calls, and monitor all seat personnels answers information, state, the seat logged on according to attending a banquet
Xi Hao, by switch in the data base in find corresponding extension number, by seating stand and state corresponding to the extension number
It is displayed in monitoring system, the monitor in real time to state of remotely attending a banquet is realized by monitoring screen of attending a banquet.
As shown in Figure 3, Figure 4, in the step (2), the affiliated priority groups of task include priority groups I and priority groups II,
The sequencing of priority groups I is：First priority is dependency of incoming call customer service technical ability group, the second priority is province center
Customer service technical ability group and third priority are other cities and counties' customer service technical ability groups in addition to ownership place；The sequencing of priority groups II
For：First priority is province's center customer service technical ability group, the second priority is dependency of incoming call customer service technical ability group and third priority
It is other cities and counties' customer service technical ability groups in addition to ownership place.
In the step (2), the task of priority groups I includes：Troublshooting, opinions and suggestions, praise, complaints and denunciation, order
Read and inquire about with the electricity charge；The task of priority groups II includes：Attendant consultation service, integrated service, contract inquiry and information inquiry.
The concrete grammar of the step (3)：The state of attending a banquet of the technical ability group of the first priority, judges whether idle seat
Seat, if there is idle seating, checks the waiting time of each idle seating, compares the length of waiting time, when record is waited
Between most long extension number, incoming call is transferred in the IP telephone machine, seat personnel receives calls；If the technical ability group is attended a banquet entirely
It is busy, then the state of attending a banquet of the technical ability group of the second priority is checked, idle seating is judged whether, if there is idle seating,
The waiting time of each idle seating is checked, compares the length of waiting time, record waiting time most long extension number, will incoming call
It is transferred in the IP telephone machine, seat personnel receives calls；Otherwise, the state of attending a banquet of the technical ability group of third priority is checked, such as
There is idle seating in fruit, check the waiting time of each idle seating, compare the length of waiting time, and the record waiting time is most long
Extension number, incoming call is transferred in the IP telephone machine, seat personnel receives calls.
In the step (4), the concrete grammar of monitor in real time is：By each equipment interface, the seat of IP telephone machine is gathered
Seat data and queuing data, traffic data, respond the input information request of agent client, call record, com-parison and analysis collection
The data of unit, find out the monitored essential information attended a banquet, and timing updates, and essential information is converted into the xml for being easy to parse,
Monitoring display unit is broadcast to by socket, and by the seat personnel information can be caused to cover after renewal in caching, waits next round
Update.
In the step (4), the concrete steps of seating stand and status display include：
A () reads IP telephone machine, the initial configuration information of computer, matched somebody with somebody according to the seating positions figure in configuration file
Put, the coordinate position configuration of each seat personnel carries out interface initialization, represents call center's seating positions figure；
B () is set up socket length with state server and is connected, what the timing of reception state server was sended over attends a banquet online
Personal information, shows seat personnel head portrait on interface, and according to the state of the seat personnel, show corresponding incoming call, exhalation,
Put mark that is busy or putting the spare time；
Whether c state duration that () verifies each seat personnel is overtime, if overtime, seat personnel head portrait is lighted
Flicker, intuitively show on monitoring interface, reception state server timing send over skill group statistic, traffic measurement
Information, relevant statistics are intuitively presented on interface in digital form；
D () regularly sends the newest operating state of each seat personnel, record the state of seat personnel, and record the people that attends a banquet
Member is changed into the time point during state, and when next time receives the status information of seat personnel, it is right to carry out with the information recorded before
Than if state changes, recording again the state and transformation period point of seat personnel, if not changing, according to it
The state change time point of front record and current time calculate the duration attended a banquet in the state, and each state attended a banquet is entered
Row shows.
In the step (4), essential information includes extension number, talking state, operating state, login time, manual request,
Manual answering, queuing number, average queuing duration and seat personnel information.
To guarantee the traffic data and speech data normal transmission between company of cities and counties and provincial company, in each cities and counties' companies deployment
IP phones.One company Intranet that is transmitted through taken on the telephone jumps to wide area network, by wide area network transmission to provincial company switch, then
Voice system switch is reached by internal network.By cross-network segment voice flow and the transmission of data flow, concentrated traffic
Management, and saved operation cost.
1.IP phones are disposed
IP phone deployment is carried out according to province, cities and counties' fractional distribution mode, the whole province's traffic demand is met.
2.IP phone connected modes：
1) local ip address is configured for IP phones, and guarantee that IP address can access the center switch network segment；
2) IP phone configuration center gateway clan addresses；
3) all of IP phones are associated by network connection.
3. data transfer mode：
The voice of IP phones and data transfer are redirected by LAN and wide area network, eventually through center switch realization
With interacting for operator.
The concentration shunting management of traffic mainly by cities and counties' companies deployment IP phones, by network configuration realize client come
Electricity is answered by provincial company unification and is changed to company of cities and counties and answers jointly.When traffic occurs in center shoves, Traffic Distribution switch is opened,
Phone is diverted to company of cities and counties by routing policy to answer, company of cities and counties traffic returns to center after shoving and answers, and can basis
The region that customers dial phone is located carries out ownership place distribution to phone.After traffic peak, diverting switch is closed, traffic is back to
Provincial company unification is answered.
1. routing policy preparation method and application note, by taking Shandong as an example, have 17 cities and counties.
1) increase possession technical ability group and possession to attend a banquet job number.Increase by 17 cities and counties' technical ability groups and the whole province's technical ability in a switch
Group, arranges switch job number.Increase corresponding technical ability group in 95598 operation systems to attend a banquet job number, and carry out with switch job number
Binding.
2) increase troublshooting possession and accept flow process.Increase by 17 cities and counties' troublshooting script process and point to (VDN), write phase
Flow process script is answered, caller ID possession is met and is assigned to corresponding cities and counties' technical ability group, realize that troublshooting possession accepts.
By taking Jinan as an example, Jinan customer trouble reports incoming call flow process for repairment：
IVR automatic voice respondings module is by judging caller client for Jinan region, and customer demand is troublshooting, will
Incoming information gives switch, and caller client can be routed to Ji according to incoming information by the virtual access point set in switch
Southern failure technical ability group, if Jinan failure technical ability group is attended a banquet no-trunk, incoming call can be ported to provincial company technical ability group.Provincial company technical ability group
Attend a banquet no-trunk, be ported to skilled group of institute of the whole province and rank；If attended a banquet the free time for 2,5, No. 7 in the failure technical ability group of Jinan, look into
See three waiting time attended a banquet, select the waiting time most long No. 7 answer the phone.
3) increase manual request possession and accept flow process.After client's button is manual request, first by provincial company technical ability
Group accepts, and provincial company technical ability group 17 cities and counties' technical ability groups of no-trunk Shi Zhuan of attending a banquet are attended a banquet, then busy turns the whole province's technical ability group and ranks.Need
Manual request routing script is adjusted in a switch.
Qingdao client carries out attendant consultation service,
1) when customers dial this 95598 when, incoming information focuses on the switch at province center by each operator relaying；
2) caller ID is compareed in Voice Navigation by system with administrative area code, accurately judges calling area；
3) each company of cities and counties technical ability group is set in a switch, distribution will be sent a telegram here to corresponding green grass or young crops according to number calling area
Company of island cities and counties is answered；
4) if Qingdao customer service represents no-trunk, according to routing policy, caller client will go to other 16 cities and counties technical ability groups and enter
Row is answered, and reduces caller client queuing time, lifts service quality.
By being analyzed to caller data, extract related data, set up monitoring interface model, by incoming information with attend a banquet
State is corresponded, and is easy to spot dispatch personnel to carry out personal scheduling according to traffic conditions in time.
1. billboard principle is monitored
It is divided into 3 ingredients, collecting unit, state server and monitoring display unit (large-size screen monitors billboard) in terms of monitoring：
1) collecting unit：By interface in each equipment, valid data are collected by software development.
Communicated with cti server, periodic refreshing is attended a banquet and queuing data；
Communicated with agent client, processing unit, sat by socket length connection timing (second level) broadcast in real time
Seat data, queuing data, traffic data；
Message transmission between being responsible for respectively attending a banquet；
Response agent client writes action signal and recorded message request, calls storing process to write relative recording；
2) state server：Com-parison and analysis valid data, find out the useful data of monitored part.
After program starts, the call center information configured in reading database and seat personnel information will be all when initial
The state of seat personnel is set to offline, is stored in caching；Socket length is set up with collecting unit to be connected, collecting unit timing is received and is sent out
The data brought；Collecting unit timing sends online seat personnel information, including extension number to state server, shape of conversing
State, operating state, login time etc., state server search corresponding seat personnel information from caching according to extension number, more
New seat personnel state is online, calculates the state duration of the seat personnel, and counts the number of attending a banquet in various states, will
Related keyword information is assembled, and is broadcast to large-size screen monitors end by socket, and by the seat personnel information can be caused to cover after renewal in caching,
Next round is waited to update.
Collecting unit timing sends skill group statistic, including manual request, manual answering, queuing to state server
Several, average queuing durations etc., state server count certain call center according to call center and the corresponding relation of technical ability group
Manual request sum, manual answering sum, percent of call completed, queuing number, duration of averagely queuing up, assemble data, it is wide by socket
It is multicast to large-size screen monitors end.
Collecting unit timing sends telephone traffic center totality traffic information, including system incoming call, exhalation number to state server
Deng relevant information is assembled by state server, is broadcast to large-size screen monitors end by socket.
3) monitoring display unit：By the data screening for needing out, modelling output is carried out, can be with all quilts of visual representation
The state of monitor portion.
Initial configuration information is read, according to the seating positions figure configuration in configuration file, the coordinate of each seat personnel
Position configuration carries out interface initialization, represents call center's seating positions figure；Socket length is set up with state server to be connected, is connect
Receive the data that state server timing is sended over；The online seat personnel information that the timing of reception state server is sended over,
Show seat personnel head portrait on interface, and according to the state of the seat personnel (such as incoming call, breathe out, put it is busy, put spare time etc.) show
Whether corresponding state subscript, the state duration for verifying each seat personnel are overtime, if overtime, seat personnel head portrait are carried out
Light-emitting flash, intuitively shows on monitoring interface.Reception state server timing send over skill group statistic, traffic
Statistical information, relevant statistics are intuitively presented on interface in digital form；Large-size screen monitors client realizes having based on FLEX
Abundant represents effect；Seating positions figure, seat personnel position, extension number etc. can configure, no matter call center transformation, or
Seating positions adjustment, personnel's adjustment etc., by easy configuration, you can ensure the concordance of represents model and actual scene.
Configuration interface is provided, the threshold values of flexibly configurable each state duration, client can according to the management needs of oneself, with
When adjust Configuration Values, change monitoring rules.
Although the above-mentioned accompanying drawing that combines is described to the specific embodiment of the present invention, not to present invention protection model
The restriction enclosed, one of ordinary skill in the art should be understood that on the basis of technical scheme those skilled in the art are not
The various modifications made by needing to pay creative work or deformation are still within protection scope of the present invention.
Claims (10)
1. a kind of regulation and control voice service method based on incoming call demand, is characterized in that：Specifically include following steps：
(1) all computers attended a banquet, the phone IP of cities and counties of province are gathered, the gateway options of IP phone is set, province is configured to
On the board of the switch at center, the computer of the same network segment, phone is made to register on board by network, will be the IP of registration electric
The extension number of phone is bound with the job number of seat personnel, realizes networking, the association of all IP telephone machines, arranges each technical ability
Group, records technical ability group administrative area code；
(2) customers dial 95598, the operator in client possession by with the digital trunk being connected on center media gateway in the future
Circuit is by focusing on client service center of province, there is provided automatic speech interactive services, carry out Voice Navigation, and user is using audio frequency button electricity
Words or speech input information, obtain the numeral or synthesis voice messaging prerecorded, from client service center of province with background data base
Interact, record the incoming information and incoming call demand of user, check diverting switch state, if diverting switch enters to close
Enter step (4), if diverting switch reads the incoming call demand of client's input to open, check shunting priority belonging to task, enter
Step (3)；
(3) switch connecting link is sent to related call data on application interface services device, by carrying out with data base
Information is exchanged, and calls caller address, and according to the priority of priority, the technical ability group for inquiring about each priority successively is attended a banquet state, such as
There is idle seating in the technical ability group of the current priority of fruit inquiry, check the waiting time attended a banquet of free time, compare the waiting time,
Record waiting time most long extension number, incoming call is transferred in the IP telephone machine, and seat personnel receives calls, and otherwise enters step
Suddenly (4)；
(4) incoming call is ranked, missed call is deposited in into buffer area according to incoming call time sequencing, timing monitoring is currently accessed
Network skilled group of state of attending a banquet, once checking idle seating, record the extension number, incoming call be transferred to into the IP electric
On phone, seat personnel receives calls, and monitor all seat personnels answers information, state, the number of attending a banquet logged on according to attending a banquet,
By switch in the data base in find corresponding extension number, the seating stand and status display corresponding to the extension number is existed
In monitoring system, the monitor in real time to state of remotely attending a banquet is realized by monitoring screen of attending a banquet.
2. a kind of regulation and control voice service method based on incoming call demand as claimed in claim 1, is characterized in that：The step
(2) in, the affiliated priority groups of task include priority groups I and priority groups II, and the sequencing of priority groups I is：First
It is province's center customer service technical ability group and third priority is except ownership that priority is dependency of incoming call customer service technical ability group, the second priority
Other cities and counties' customer service technical ability groups outside ground；The sequencing of priority groups II is：First priority is province's center customer service technical ability
It is other cities and counties' customer service technical ability in addition to ownership place that group, the second priority are dependency of incoming call customer service technical ability group and third priority
Group, in the step (2), the task of priority groups I includes：Troublshooting, opinions and suggestions, praise, complaints and denunciation, subscription and electricity
Take inquiry；The task of priority groups II includes：Attendant consultation service, integrated service, contract inquiry and information inquiry.
3. a kind of regulation and control voice service method based on incoming call demand as claimed in claim 1, is characterized in that：The step
(3) concrete grammar：The state of attending a banquet of the technical ability group of the first priority is checked, idle seating is judged whether, if there is
Idle seating, checks the waiting time of each idle seating, compares the length of waiting time, records waiting time most long extension set
Number, incoming call is transferred in the IP telephone machine, seat personnel receives calls；If the technical ability group is attended a banquet no-trunk, second is checked
The state of attending a banquet of the technical ability group of priority, judges whether idle seating, if there is idle seating, checks that each free time sits
The waiting time of seat, compare the length of waiting time, record waiting time most long extension number, incoming call is transferred to into the IP phone
On machine, seat personnel receives calls；Otherwise, the state of attending a banquet of the technical ability group of third priority is checked, if there is idle seating,
The waiting time of each idle seating is checked, compares the length of waiting time, record waiting time most long extension number, will incoming call
It is transferred in the IP telephone machine, seat personnel receives calls.
4. a kind of regulation and control voice service method based on incoming call demand as claimed in claim 1, is characterized in that：The step
(4), in, the concrete grammar of monitor in real time is：By each equipment interface, gather IP telephone machine attend a banquet data and queuing data,
Traffic data, responds the input information request of agent client, calls record, the data of com-parison and analysis collecting unit, find out by
The essential information that monitoring is attended a banquet, and timing renewal, essential information are converted into the xml for being easy to parse, are broadcast to by socket
Monitoring display unit, and by the seat personnel information can be caused to cover after renewal in caching, wait next round to update.
5. a kind of regulation and control voice service method based on incoming call demand as claimed in claim 1, is characterized in that：The step
(4), in, the concrete steps of seating stand and status display include：
A () reads IP telephone machine, the initial configuration information of computer, according to the seating positions figure configuration in configuration file, often
The coordinate position configuration of individual seat personnel carries out interface initialization, represents call center's seating positions figure；
B () is set up socket length with state server and is connected, the online seat personnel that the timing of reception state server is sended over
Information, shows seat personnel head portrait on interface, and according to the state of the seat personnel, shows corresponding incoming call, breathe out, put busy
Or put the mark in spare time；
Whether c state duration that () verifies each seat personnel is overtime, if overtime, seat personnel head portrait is carried out luminous sudden strain of a muscle
It is bright, intuitively show on monitoring interface, skill group statistic that the timing of reception state server is sended over, traffic measurement letter
Breath, relevant statistics are intuitively presented on interface in digital form；
D () regularly sends the newest operating state of each seat personnel, record the state of seat personnel, and record seat personnel change
For the state when time point, when receiving the status information of seat personnel, contrasted with the information recorded before next time, if
State changes, then record again the state and transformation period point of seat personnel, if not changing, basis is recorded before
State change time point and current time calculate the duration attended a banquet in the state, each state attended a banquet is shown
Show；The information of answering in the step (4) includes extension number, talking state, operating state, login time, manual request, artificial
Response, queuing number, average queuing duration and seat personnel information.
6., using the system of the regulation and control voice service method any one of claim 1-5, it is characterized in that：Including ACD certainly
Dynamic traffic distribution module, IVR automatic voice responding modules, CTI regulation and control integration modules, switch, PBX queue modules and terminal prison
Control module, wherein：
The IVR automatic voice respondings module, for providing automatic speech interactive services, carrying out Voice Navigation, user utilizes
Audio frequency push-button phone or speech input information, obtain the numeral or synthesis voice messaging prerecorded, from the system with backstage
Data base interacts, and records the incoming information and incoming call demand of user, checks diverting switch state, there is provided incoming call answer service
With active exhalation service；
The ACD auto-calling distributions module, for reading the incoming call demand of client's input, checks that shunting is preferential belonging to task
Level, calls caller address, and according to the priority of priority, the technical ability group for inquiring about each priority successively is attended a banquet state, if inquiry
The technical ability group of current priority there is idle seating, check the waiting time attended a banquet of free time, compare the waiting time, record etc.
Time most long extension number is treated, incoming call is transferred in the IP telephone machine；
The CTI regulates and controls integration module, realizes the information sharing of phone and intercomputer, is provided with CTI Link, realizes and backstage
Call state transmission and control between data base, controls skilled group and junction line, is integrated with multimedia platform and recording mould
Block, there is provided the DLL of unified standard, shields the complex communication agreement of PBX queue modules and intercomputer；
Missed call, for ranking to incoming call, is deposited in caching according to incoming call time sequencing by the PBX queue modules
Area, in timing reading terminals monitoring module present access network skilled group of state of attending a banquet, once check idle seat
Seat, records the extension number, there is provided CTI Link modules connect public telephone network as the computer/phone integrated interface attended a banquet；
The switch, for gathering all computer/phones IP attended a banquet of cities and counties of province, arranges the gateway options of IP phone,
It is configured on board, the computer of the same network segment, phone is registered on board by network, by the IP telephone machine of registration
The job number of extension number and seat personnel bound, realize networking, the association of all IP telephone machines, each technical ability group be set,
Record technical ability group administrative area code；
The terminal monitoring module, for regularly monitoring skilled group of the state of attending a banquet of institute of present access network, monitoring is owned
Seat personnel answers information, state, by the seating stand and status display corresponding to the extension number answered in monitoring system,
The monitor in real time to state of remotely attending a banquet is realized by monitoring screen of attending a banquet.
7. system as claimed in claim 6, is characterized in that：The ACD auto-calling distributions module, including routing management list
Unit, allocation unit, select unit, comparison module and matching unit, the routing management unit are used to read coming for client's input
Electric demand, calls caller address, the select unit to be used to check shunting priority belonging to task, select priority processing stream
Journey, the allocation unit for the priority according to priority, attend a banquet state, the ratio by the technical ability group for inquiring about each priority successively
It is used for judging that the technical ability group of current priority, with the presence or absence of idle seating, checks the waiting time attended a banquet of free time compared with module, than
Compared with the waiting time；The matching unit is used to record waiting time most long extension number, and incoming call is transferred to the IP phone of matching
On machine.
8. system as claimed in claim 6, is characterized in that：The IVR automatic voice respondings module, including services menu list
Unit, speech information unit, automatic conversion unit, interactive unit and diverting switch module are called, wherein, the services menu unit
For providing automatic speech interactive services, carrying out Voice Navigation, the speech information unit is used to provide audio frequency push-button phone
It is or voice makes user input incoming call demand, described to call interactive unit, for obtaining the numeral or synthesis voice letter prerecorded
Breath, is interacted with background data base, records the incoming information and incoming call demand of user, the automatic conversion unit, for carrying
For incoming call answer service and actively exhalation service, the diverting switch module, for controlling whether to carry out Traffic Distribution；
The CTI regulates and controls integration module, including Interface integration unit, information sharing unit, multimedia platform and recording module, institute
State information sharing unit, for realizing the information sharing between telephone/computer and data base, be provided with CTI Link, realize with it is rear
Call state transmission and control, the Interface integration unit between platform data base, for controlling skilled group and junction line, carries
For the DLL sought unity of standard, the complex communication agreement of PBX queue modules and intercomputer is shielded, the multimedia platform,
For sending note, mail to telephone/computer, the recording module, for recording the traffic information of incoming call user.
9. system as claimed in claim 6, is characterized in that：The PBX queue modules, including collecting unit, queued units, ratio
To unit and timing unit, the queued units, for ranking to incoming call, missed call is deposited according to incoming call time sequencing
It is put in buffer area；The collecting unit, in timing reading terminals monitoring module present access network skilled group
Attend a banquet state, the comparing unit, for comparing the state of attending a banquet that terminal monitoring module transfer comes, the time block is used for
Setting time is preserved, and clock unit is provided, the PBX queue modules also provide calculating of the CTI Link modules as attending a banquet
Machine/phone integrated interface, connects public telephone network.
10. system as claimed in claim 6, is characterized in that：The switch, including information acquisition unit, dispensing unit, note
Volume resolution unit and binding unit, described information collecting unit, for gathering all computer/phones attended a banquet of cities and counties of province
IP, the dispensing unit are used for the gateway options for arranging IP phone, are configured on board, registration Jesse's unit, use
In making the computer of the same network segment, phone register on board by network, the binding unit, for will registration IP phone
The extension number of machine is bound with the job number of seat personnel, realizes networking, the association of all IP telephone machines, arranges each technical ability
Group, records technical ability group administrative area code；
The terminal monitoring module, including collecting unit, state server and monitoring display unit, collecting unit are set by each
Standby interface, attending a banquet and queuing data, traffic data for acquisition terminal machine, responds the input information request of agent client, calls
Record to state server, the data of state server com-parison and analysis collecting unit, find out monitored part including extension number,
Talking state, operating state, login time data, and timing update, and information is assembled into the xml for being easy to parse, is passed through
Socket is broadcast to monitoring display unit, and by the seat personnel information can be caused to cover after renewal in caching, waits next round to update.
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| CN107678839B (en) * | 2017-08-04 | 2021-06-18 | 平安科技（深圳）有限公司 | Priority-based client follow-up method, system and readable storage medium |
| CN107786760B (en) * | 2017-11-01 | 2020-08-25 | 上海华客信息科技有限公司 | Call center, queuing management method and device thereof, electronic equipment and storage medium |
| CN108737151B (en) * | 2018-03-22 | 2019-05-07 | 平安科技（深圳）有限公司 | Method, apparatus, mobile terminal and the storage medium of voice trunking route access |
| US10742816B2 (en) * | 2018-04-10 | 2020-08-11 | Avaya Inc. | Dynamic routing system for contact center communications |
| CN109120513A (en) * | 2018-08-16 | 2019-01-01 | 湖南畅远信息技术有限公司 | Full media system and implementation method based on intelligent robot response |
| CN110913085A (en) * | 2018-09-18 | 2020-03-24 | 北京京东尚科信息技术有限公司 | Method and device for positioning user requirements |
| CN110213344B (en) * | 2019-05-14 | 2022-05-17 | 株洲手之声信息科技有限公司 | Multi-center remote sign language online translation system and method |
| CN111010486A (en) * | 2019-11-18 | 2020-04-14 | 集奥聚合(北京)人工智能科技有限公司 | Method for providing IVR voice broadcast and IVR system |
| CN111031181B (en) * | 2019-11-18 | 2021-09-17 | 集奥聚合(北京)人工智能科技有限公司 | Method, system and server for deploying and scheduling home-based line of outgoing call of telephone |
| CN111182464B (en) * | 2019-11-28 | 2024-01-26 | 贵阳朗玛信息技术股份有限公司 | Online sampling method and device |
| CN111556209B (en) * | 2020-04-27 | 2022-01-21 | 中国银行股份有限公司 | Customer service switching method and device, storage medium and electronic equipment |
| CN111586242A (en) * | 2020-04-30 | 2020-08-25 | 中国银行股份有限公司 | Service call forwarding method and device |
| CN112583984A (en) * | 2020-12-11 | 2021-03-30 | 中国建设银行股份有限公司 | Agent allocation method, device, system, equipment and medium based on voice interaction |
| CN112866495B (en) * | 2020-12-30 | 2023-03-10 | 上海浦东发展银行股份有限公司 | Call distribution method based on soft switch |
| CN113645364B (en) * | 2021-06-21 | 2023-08-22 | 国网浙江省电力有限公司金华供电公司 | Intelligent voice outbound method for power dispatching |
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