CN106162619A

CN106162619A - A kind of monitoring and early warning method and device of call center outgoing call

Info

Publication number: CN106162619A
Application number: CN201510203052.3A
Authority: CN
Inventors: 张昊; 陈旭; 陈佳媛
Original assignee: China Mobile Communications Group Co Ltd
Current assignee: China Mobile Communications Group Co Ltd
Priority date: 2015-04-24
Filing date: 2015-04-24
Publication date: 2016-11-23

Abstract

The present invention provides the monitoring and early warning method and device of a kind of call center outgoing call, and this monitoring and early warning method includes: receives the call signaling that the call center being forwarded by session control center sends, extracts the calling number comprising in call signaling and called number；Determine calling number to be analyzed；Monitor and add up the call information of calling number to be analyzed；When any information in call information exceeds corresponding predetermined threshold value, the subsequent voice calls of the refusal corresponding calling number to be analyzed of call information；When all information in call information are all without departing from corresponding predetermined threshold value, put the subsequent voice calls of logical calling number to be analyzed, and if any information in call information exceeds corresponding default early warning value, to call information, corresponding calling number to be analyzed carries out early warning；The method is by the real-time monitoring calling call center's outgoing call, it is achieved the deep treatment to abnormal call, solves that outgoing call called frequency in call center's is too high and the problem of harassing user, promotes Consumer's Experience.

Description

A kind of monitoring and early warning method and device of call center outgoing call

Technical field

The present invention relates to core network technology field, particularly to the monitoring and early warning method of a kind of call center outgoing call And device.

Background technology

On China's telecommunications network, false calling number (on telecommunications network without permission, is usurped or fabricates other people number As calling number) occur for many years, there is the big problem of difficulty of governance always.Main cause is as follows:

1st, false calling number degree of belief is high: caller display number mostly be Subscriber Number (China Mobile, other Operator), the 110th, 10086, the special service number such as 955**, it is impossible to blacklist is simply provided and intercepts.

2nd, false caller source is various: have from operator's other networks internal (such as voice SP, private network, iron Logical, IMS fixed line etc.) situation, access way is various, number is various；Also have from other operators Situation, because not knowing about the code number planning of opposite end operator, between net, calling calling number is from number format one As be difficult to the true and false.

Because all false calling scenes are all networked by gateway exchange, existing network for false caller identification with block Cut mainly, white list black in gateway exchange configuration to realize, generally put logical legitimate call center outgoing call by white list Calling, intercepts the doubtful false caller of calling between net by blacklist.

There is following defect in aforesaid way:

1. gateway exchange is dispersed in each districts and cities, and blacklist may not be complete, it is impossible to covers whole network data.

2. blacklist by ticket analysis, inquiry mobile subscriber's caller state, complain the mode such as record on backstage Generate, and be configured in gateway exchange, have certain time delayed, it is impossible to real-time early warning, such as illegal call center Change number then cannot ensure ageing.

3. gateway exchange can only put the calling of logical white list, it is difficult to statistics abnormal call (false caller), carries out the degree of depth Administer.

4. white list is set and cannot solve that outgoing call called frequency in call center's is too high and the problem of harassing user.

5. falsely use between netting Special Service Console number put logical after cannot be carried out monitoring and early warning (such as voice monitoring, called number Monitoring in violation of rules and regulations, overclocking monitoring).

6. gateway exchange blacklist may not be complete.

Content of the invention

It is an object of the invention to provide the monitoring and early warning method and device of a kind of call center outgoing call, solve Prior art judges limitation and the hysteresis quality of in violation of rules and regulations calling according to white and black list, it is achieved that to putting The real-time monitoring analysis of the outgoing call calling of logical call center, confirms caller in violation of rules and regulations more timely, and refuses it Calling, optimizes Consumer's Experience.

In order to achieve the above object, the embodiment of the present invention provides the monitoring and early warning method of a kind of call center outgoing call, Including:

Receive the call signaling that the call center being forwarded by session control center sends, extract described call signaling In the calling number that comprises and called number；Wherein, described session control center is in described calling The outgoing call of the heart calls the circuit domain routeing or IMS domain aggregation node；

Described calling number is pre-processed, determines calling number to be analyzed；

Monitor and add up the call information of described calling number to be analyzed；Wherein, described call information includes: Described calling number to be analyzed calls same called as frequency information, the described calling number to be analyzed of caller The frequency information of number or the concurrent call volume information of described calling number to be analyzed；

When any information in described call information exceeds corresponding predetermined threshold value, by described master to be analyzed Code of calling out the numbers is designated in violation of rules and regulations calling number, and after refusing the corresponding calling number to be analyzed of described call information Continuous calling；

When all information in described call information are all without departing from corresponding described predetermined threshold value, put logical institute State the subsequent voice calls of the corresponding calling number to be analyzed of call information, and if the arbitrary letter in described call information Breath exceeds corresponding default early warning value, is designated doubtful by corresponding for described information to be called analysis calling number Calling number in violation of rules and regulations, and early warning is carried out to described calling number to be analyzed；Wherein, described default early warning value is little In described predetermined threshold value.

Wherein, when all information in described call information are all without departing from described predetermined threshold value, described monitoring Method for early warning also includes:

Resolve described calling number to be analyzed, it is determined whether need to enter the call of described calling number to be analyzed Row recording；Wherein, the recording file that described recording obtains is for judging that whether described calling number to be analyzed is Calling number in violation of rules and regulations；

For the calling number to be analyzed needing recording, start sound-recording function, to described calling number to be analyzed Dialog context record.

Real-time monitor portion or the call-information of whole described calling number to be analyzed, and according to described call letter Breath judges whether this call is the call conversation that calling number is initiated in violation of rules and regulations；

If whether this call is the call conversation that calling number is initiated in violation of rules and regulations, the calling number conversing this It is designated calling number in violation of rules and regulations, and send order of taking out stitches to described session control center, by described session control Center control disconnects this call.

Wherein, when any information in described call information exceeds corresponding predetermined threshold value, treat described Analyze calling number and be designated calling number in violation of rules and regulations, specifically include:

When described calling number to be analyzed is more than the first predetermined threshold value as the frequency of caller, treat described point Analysis calling number is designated calling number in violation of rules and regulations；Or

When the frequency of the same called number of described calling number to be analyzed calling is more than the second predetermined threshold value, will Described calling number to be analyzed is designated calling number in violation of rules and regulations；Or

When the concurrent call volume of described calling number to be analyzed is more than the 3rd predetermined threshold value, by described to be analyzed Calling number is designated calling number in violation of rules and regulations.

Wherein, if any information in described call information exceeds corresponding default early warning value, treat described point Analysis calling number is designated doubtful violation calling number, specifically includes:

When described calling number to be analyzed presets early warning value as the frequency of caller more than first, treat described point Analysis calling number is designated doubtful violation calling number；Or

When the frequency of the same called number of described calling number to be analyzed calling presets early warning value more than second, will Described calling number to be analyzed is designated doubtful violation calling number；Or

When the concurrent call volume of described calling number to be analyzed presets early warning value more than the 3rd, by described to be analyzed Calling number is designated doubtful violation calling number.

Wherein, described monitoring and early warning method also includes:

It is configured to the number being identified as calling number in violation of rules and regulations in one blacklist in real time；

It is configured to the number being identified as doubtful violation calling number in one doubtful violation caller list in real time.

Wherein, described calling number is pre-processed, determines calling number to be analyzed, specifically include:

Judge described calling number whether in described blacklist；

If described calling number is in described blacklist, send this calling of refusal to described session control center Order, by described session control center refuse this calling；Otherwise, described calling number is determined whether Whether in a white list, wherein, described white list is that the application number previously according to described call center is entered Row configuration；

If described calling number is in described white list, determine that described calling number is calling number to be analyzed.

The embodiment of the present invention also provides the monitoring early-warning device of a kind of call center outgoing call, comprising:

Receiver module, for receiving the call signaling that the call center being forwarded by session control center sends, carries Take the calling number comprising in described call signaling and called number；Wherein, described session control center is to use In the aggregation node that described call center is route；

Pretreatment module, for pre-processing described calling number, determines calling number to be analyzed；

Monitoring modular, for monitoring and adding up the call information of described calling number to be analyzed；Wherein, described Call information includes: described calling number to be analyzed is as the frequency information of caller, described caller number to be analyzed The frequency information of the same called number of code calling or the concurrent call volume information of described calling number to be analyzed；

First control module, for exceeding corresponding predetermined threshold value when any information in described call information When, described calling number to be analyzed is designated calling number in violation of rules and regulations, and it is corresponding to refuse described call information The subsequent voice calls of calling number to be analyzed；

Second control module, is used for when all information in described call information are all described pre-without departing from corresponding If during threshold value, put the subsequent voice calls of the corresponding calling number to be analyzed of logical described call information, and if described Any information in call information exceeds corresponding default early warning value, by corresponding for described call information to be analyzed Calling number is designated doubtful violation calling number, and carries out early warning to described calling number to be analyzed；Wherein, Described default early warning value is less than described predetermined threshold value.

Wherein, when all information in described call information are all without departing from described predetermined threshold value, described monitoring Prior-warning device also includes:

Parsing module, is used for resolving described calling number to be analyzed, it is determined whether need to described master to be analyzed The call of code of calling out the numbers is recorded；Wherein, the recording file that described recording obtains is described to be analyzed for judging Whether calling number is violation calling number；

Recording module, for for the calling number to be analyzed needing recording, starts sound-recording function, to described The dialog context of calling number to be analyzed is recorded.

Monitoring module, is used for the call-information of real-time monitor portion or whole described calling number to be analyzed, and Judge whether this call is the call conversation that calling number is initiated in violation of rules and regulations according to described call-information；

3rd control module, if whether being the call conversation that calling number is initiated in violation of rules and regulations for this call, will The calling number of this call is designated calling number in violation of rules and regulations, and sends life of taking out stitches to described session control center Order, is disconnected this call by the control of described session control center.

Wherein, described first control module includes:

First mark module, for presetting more than first as the frequency of caller when described calling number to be analyzed Described calling number to be analyzed is designated calling number in violation of rules and regulations by threshold value；Or

Second mark module, for being more than when the frequency of the same called number of described calling number to be analyzed calling Described calling number to be analyzed is designated calling number in violation of rules and regulations by the second predetermined threshold value；Or

3rd mark module, for presetting door when the concurrent call volume of described calling number to be analyzed more than the 3rd Described calling number to be analyzed is designated calling number in violation of rules and regulations by limit value.

Wherein, described second control module includes:

4th mark module, for presetting more than first as the frequency of caller when described calling number to be analyzed Described calling number to be analyzed is designated doubtful violation calling number by early warning value；Or

5th mark module, for being more than when the frequency of the same called number of described calling number to be analyzed calling Second presets early warning value, and described calling number to be analyzed is designated doubtful violation calling number；Or

6th mark module, for presetting pre-when the concurrent call volume of described calling number to be analyzed more than the 3rd Described calling number to be analyzed is designated doubtful violation calling number by alert value.

Wherein, described monitoring early-warning device also includes:

First configuration module, for being configured to a black name by the number being identified as calling number in violation of rules and regulations in real time Dan Zhong；

Second configuration module, for being configured to one by the number being identified as doubtful violation calling number in real time In doubtful violation caller list.

Wherein, described pretreatment module includes:

Whether the first judge module, be used for judging described calling number in described blacklist；

Second judge module, if for described calling number in described blacklist, in described session control The heart sends the order of this calling of refusal, is refused this calling by described session control center；Otherwise, one is entered Step judge described calling number whether in a white list, wherein, described white list is to exhale previously according to described The application number crying center configures；

Determining module, if for described calling number in described white list, determining described calling number for treating Analyze calling number.

The technique scheme of the present invention at least has the advantages that

In the monitoring and early warning method and device of call center's outgoing call of the embodiment of the present invention, by session control The call signaling that call center sends is forwarded to the monitoring early-warning device that the embodiment of the present invention provides, this prison by the heart The control call information to calling number to be analyzed for the prior-warning device is monitored and adds up determination calling number to be analyzed It is violation calling number or doubtful violation calling number, it is achieved that the outgoing call putting logical call center is called Monitor in real time and analyze, can its calling number of real-time confirmation whether be calling in violation of rules and regulations, refuse it in time follow-up Outgoing call calling, carry out early warning simultaneously for the outgoing call calling reaching to preset early warning threshold value, improve to this portion Dividing the emphasis monitoring of calling number, more efficient judges that whether in violation of rules and regulations it, improve the detection to calling in violation of rules and regulations Efficiency, and avoid calling in violation of rules and regulations harassing and wrecking user, improve Consumer's Experience.

Brief description

Fig. 1 represents the basic flow sheet of the monitoring and early warning method of call center's outgoing call of the embodiment of the present invention；

Fig. 2 represents the specific embodiment one of the monitoring and early warning method of call center's outgoing call of the embodiment of the present invention Schematic diagram；

Fig. 3 represents the specific embodiment two of the monitoring and early warning method of call center's outgoing call of the embodiment of the present invention Schematic diagram；

Fig. 4 represents the specific embodiment three of the monitoring and early warning method of call center's outgoing call of the embodiment of the present invention Schematic diagram；

Fig. 5 represents the detailed implementation stream of the monitoring and early warning method of call center's outgoing call of the embodiment of the present invention Cheng Tu；

Fig. 6 represents the composition structure chart of the monitoring early-warning device of call center's outgoing call of the embodiment of the present invention；

What Fig. 7 represented the monitoring early-warning device of call center's outgoing call of the embodiment of the present invention and existing network coordinates signal Figure；

Fig. 8 represents the overall framework schematic diagram of the monitoring early-warning device of call center's outgoing call of the embodiment of the present invention.

Detailed description of the invention

For making the technical problem to be solved in the present invention, technical scheme and advantage clearer, below in conjunction with attached Figure and specific embodiment are described in detail.

The present invention is directed to prior art judges the limitation of in violation of rules and regulations calling and delayed according to white and black list The problem of property, provides the monitoring and early warning method and device of a kind of call center outgoing call, by session control center The call signaling that call center sends is forwarded to the supervising device that the embodiment of the present invention provides, this supervising device Carry out detecting and adding up determining that calling number to be analyzed is caller in violation of rules and regulations to the call information of calling number to be analyzed Number, doubtful violation calling number or credible calling number, it is achieved that the deep treatment to abnormal call； And the frequency information comprising as caller in its call information, solve the called frequency of call center's outgoing call too high And harass the problem of user, improve Consumer's Experience.

As it is shown in figure 1, the embodiment of the present invention provides the monitoring and early warning method of a kind of call center outgoing call, comprising:

Step 11, receives the call signaling that the call center being forwarded by session control center sends, and extracts described The calling number comprising in call signaling and called number；Wherein, described session control center is for institute The outgoing call stating call center calls the circuit domain routeing or IMS domain aggregation node；

Step 12, pre-processes to described calling number, determines calling number to be analyzed；

Step 13, monitors and adds up the call information of described calling number to be analyzed；Wherein, described calling letter Breath includes: described calling number to be analyzed calls as frequency information, the described calling number to be analyzed of caller The frequency information of same called number or the concurrent call volume information of described calling number to be analyzed；

Step 14, when any information in described call information exceeds corresponding predetermined threshold value, by described Calling number to be analyzed is designated calling number in violation of rules and regulations, and refuses the corresponding caller to be analyzed of described call information The subsequent voice calls of number；

Wherein, the subsequent voice calls refusing the corresponding calling number to be analyzed of call information refers to this caller to be analyzed Number calls this called number next time or when calling other numbers, the active refusing this calling number to be analyzed is exhaled Cry operation.

Step 15, when all information in described call information are all without departing from corresponding described predetermined threshold value, Put the subsequent voice calls of the corresponding calling number to be analyzed of logical described call information, and if in described call information Any information exceeds corresponding default early warning value, and described calling number to be analyzed is designated doubtful violation caller Number, and corresponding calling number to be analyzed carries out early warning to described call information；Wherein, described default pre- Alert value is less than described predetermined threshold value, and to call information, corresponding calling number to be analyzed carries out the mode of early warning Can be for early warning information or early warning signal be sent to this calling number to be analyzed.

In the above embodiment of the present invention, session control center refers generally to the gateway exchange for being applied to circuit domain GMSC or the intercommunication Session Border Controller ISBC being applied to IMS domain；Wherein, GMSC acts primarily as remittance Connection function, particularly refers in circuit domain, when setting up fixing calling between net and GSM mobile subscriber, First calling is often connected to GMSC, is then responsible for obtaining positional information by GMSC again and continues. ISBC is then for, in IMS (IP Multimedia System) territory, playing tandem effect, and ISBC being positioned at two Between different IMS, these different IMS domain may run different IP versions, and ISBC uses exactly Carry out interconnecting of different IMS operator；Concrete, ISBC is user equipment (UE) and IMS The interface of core network, it is accessing forwarding sip message between side and core side, and can intercept and capture and turning The Media Stream being dealt between UE.

It should be noted that the monitoring and early warning method of call center's outgoing call of embodiment of the present invention offer is to pass through One independent monitoring early-warning device completes, and decreases the load of gateway exchange, improves the process effect of gateway exchange Rate.Simultaneously as this monitoring early-warning device need to be with circuit domain and IMS domain intercommunication, therefore it at least includes as follows Interface: the CAP interface of circuit domain IPization, the ISC interface of IMS domain IPization.Wherein, CAP interface and ISC interface is standard interface, does not do specific explanations at this.

Further, its calling number to be analyzed refers generally to whether the mechanism according to prior art cannot confirm it For the number of violation calling number, described calling number is pre-processed by step 12, it is to avoid to all The analysis of calling number, i.e. for the violation calling number being identified, it is not necessary to carry out secondary checking, carry The high analysis efficiency to calling number；Secondly because the monitoring and early warning method that the embodiment of the present invention provides is main For call center, and (this number is stored in a white name to there is application number during call center's access network Dan Zhong, the calling that existing network is generally directed to such number is directly put logical, without subsequent treatment), the application is main For the situation falsely using such application number, the monitoring that the number put after leading to is carried out, statistics etc., it is achieved different The often deep treatment of calling.

Concrete, in the above embodiment of the present invention, step 12 specifically includes:

Step 121, it is judged that whether described calling number is in described blacklist；

Step 122, if described calling number is in described blacklist, sends refusal to described session control center The order of this calling, is refused this calling by described session control center；Otherwise, described in determining whether Whether calling number is in a white list, and wherein, described white list is the Shen previously according to described call center Please number configure；

Step 123, if described calling number is in described white list, determines that described calling number is master to be analyzed Call out the numbers code.

The monitoring and early warning method of call center's outgoing call that the embodiment of the present invention provides is primarily directed to be had with operator Call center's (i.e. there is the white list of determination) predetermined in advance, therefore calling number to be analyzed is according to above-mentioned steps 121 to step 123 performs determination.But, for net between calling (caller that the network of different operators is initiated), Owing to its operator is different, and the data of white list are the data do not shared, therefore general without white list The not calling number in blacklist is directly all set to calling number to be analyzed by screening；I.e. it specifically includes that

Step 124, it is judged that whether described calling number is in described blacklist；

Step 125, if described calling number is in described blacklist, sends refusal to described session control center The order of this calling, is refused this calling by described session control center；Otherwise determine described calling number For calling number to be analyzed.Under normal circumstances, such calling number to be analyzed is known special service number, as 110th, the 10086th, the 10010th, 955** etc., differ a citing.

Further, the call information of calling number to be analyzed includes one or more in following three kinds of information Information: 1. calling number to be analyzed described in is as the frequency information of caller；2. described in, calling number to be analyzed is exhaled It is the concurrent call volume information of calling number to be analyzed described in the frequency information 3. of same called number.Need Bright, the content of this call information is only presently preferred embodiments of the present invention, is not used in the guarantor limiting the application Protecting scope, other can determine whether concrete in the present invention of the call information for violation calling number according to it In embodiment all applicable.Wherein, the predetermined threshold value in step 14 and the default early warning value in step 15 Situation in applying according to reality specifically sets, and is not limited to a fixed value, be under normal circumstances according to each greatly The long-term monitored results to different calling numbers for the operator comprehensively determines.It is said that in general, it is described to be analyzed Calling number calls the frequency of same called number as the frequency information of caller, described calling number to be analyzed Any information in the concurrent call volume information of information or described calling number to be analyzed exceeds predetermined threshold value, Then calling number to be analyzed is in violation of rules and regulations calling number, is added in blacklist, follow-up forbids it as caller Outbound calling.If all-calls information is all without departing from predetermined threshold value as described in corresponding as described in step 15, Put the subsequent voice calls of the corresponding calling number to be analyzed of logical described call information；And in order to monitor quilt further Put logical calling number, its call information is contrasted with default early warning value, if in described call information Any information exceeds corresponding default early warning value, and described calling number to be analyzed is designated doubtful violation caller, Add in doubtful violation caller list, and corresponding calling number to be analyzed carry out early warning to described call information, Operator can to doubtful violation caller list, corresponding call center rectifies and improves by management means.

Preferably, the supervising device that the embodiment of the present invention provides can manage the gateway exchange (or ISBC) of the whole network simultaneously, Owing to gateway exchange (or ISBC) is dispersed in each city, the particular location of its supervising device can be according to actual feelings Condition determines.But being as increasing of call center's quantity, the calling that supervising device processes the whole network may Cause overload, now may also set up multiple supervising device, i.e. consider this gateway exchange (or ISBC) Load and the treating capacity of supervising device, be that multiple gateway exchanges arrange same supervising device.Need explanation , in order to ensure the overlay capacity of this supervising device, either one or multiple supervising devices, monitoring dress Put and be both needed to cover whole network data.Special, for the less gateway exchange (or ISBC) of load, a monitoring Device can manage multiple gateway exchange (or ISBC)；And for the bigger gateway exchange (or ISBC) of load, can It is separately provided a supervising device for it；And for the promptness of guarantee information, adopt between multiple supervising devices By the mode of data sharing, improve its monitoring efficiency.

In the above embodiment of the present invention, one early warning thresholding is set according to the call information of described calling number, I.e. all information in call information are below this default early warning value, then this calling number to be analyzed is credible master Call out the numbers code, the calling of above-mentioned credible calling number of transferring；Otherwise, this calling number to be analyzed is doubtful violation Calling number, the calling of above-mentioned doubtful violation calling number of also transferring, and simultaneously to doubtful violation calling number Carry out early warning, in order to carry out follow-up recording and judge or monitor the operations such as judgement so that this supervising device can The above-mentioned doubtful violation caller being determined of key monitoring, thus determine whether whether it is violation calling number. It should be noted that preset predetermined threshold value described in early warning value size, i.e. in call information, all information are all little Being credible calling number in the calling number of default early warning value, in call information, all information are all higher than described pre- If the calling number of threshold value is calling number in violation of rules and regulations, other calling number is then doubtful violation calling number.

Concrete, in the above embodiment of the present invention, step 14 specifically includes:

Step 141, when described calling number to be analyzed is more than the first predetermined threshold value as the frequency of caller, will Described calling number to be analyzed is designated calling number in violation of rules and regulations；Or

Step 142, when the frequency of the same called number of described calling number to be analyzed calling presets door more than second Described calling number to be analyzed is designated calling number in violation of rules and regulations by limit value；Or

Step 143, when the concurrent call volume of described calling number to be analyzed is more than the 3rd predetermined threshold value, by institute State calling number to be analyzed and be designated calling number in violation of rules and regulations.

Concrete, in the above embodiment of the present invention, step 15 specifically includes:

Step 151, when described calling number to be analyzed presets early warning value as the frequency of caller more than first, will Described calling number to be analyzed is designated doubtful violation calling number, and accordingly, first presets early warning value is less than Above-mentioned first predetermined threshold value；Or

Step 152, when the frequency of the same called number of described calling number to be analyzed calling is preset pre-more than second Described calling number to be analyzed is designated doubtful violation calling number by alert value, and accordingly, second presets in advance Alert value is less than above-mentioned second predetermined threshold value；Or

Step 153, when the concurrent call volume of described calling number to be analyzed presets early warning value more than the 3rd, by institute Stating calling number to be analyzed and being designated doubtful violation calling number, accordingly, the 3rd presets early warning value is less than upper State the 3rd predetermined threshold value.

Further, for without departing from the calling of predetermined threshold value carry out putting logical after, can to put logical after call Carrying out continuing monitoring, thus judging whether it is caller in violation of rules and regulations again, its monitoring method includes recording monitoring, Specifically such as: when all information in described call information are all without departing from described predetermined threshold value, described monitoring Method also includes:

Step 16, resolves described calling number to be analyzed, it is determined whether need to described calling number to be analyzed Call record；Wherein, the recording file that described recording obtains is for judging described caller number to be analyzed Whether code is violation calling number；

Step 17, for the calling number to be analyzed needing recording, starts sound-recording function, to described to be analyzed The dialog context of calling number is recorded.

Its monitoring method also includes that the communication information monitors, concrete, as when all letters in described call information Breath is all without departing from described predetermined threshold value, and described monitoring method also includes:

Step 18, the call-information of real-time monitor portion or whole described calling number to be analyzed, and according to institute State the communication information and judge whether this call is the call conversation that calling number is initiated in violation of rules and regulations；

This, if whether this call is the call conversation that calling number is initiated in violation of rules and regulations, is conversed by step 19 Calling number is designated in violation of rules and regulations calling number, and sends order of taking out stitches to described session control center, by described The control of session control center disconnects this call.

In the embodiment of the present invention, the call-information of calling number to be analyzed, generally comprise the duration of call, call Content etc., wherein can be by carrying out cutting word process to dialog context to the analysis of dialog context, according to obtaining Keyword (such as relating to the keyword of distribution, activity, swindle etc., this class keywords can lead to sensitive vocabulary The analysis crossed under line obtains) matching rate be analyzed, it is judged that its whether in violation of rules and regulations, if in violation of rules and regulations, then this The call that call is initiated in violation of rules and regulations calling number, sends order of taking out stitches to described session control center, by described The control of session control center disconnects this call, and described calling number to be analyzed is designated caller number in violation of rules and regulations Code；If in violation of rules and regulations, then do not dealt with.

Further, owing to the configuration of blacklist in prior art performs on backstage, there is longer prolonging Chi Xing, therefore in order to solve the problems referred to above, in the above embodiment of the present invention, described monitoring and early warning method is also wrapped Include:

Step 20, is configured to the number being identified as calling number in violation of rules and regulations in one blacklist in real time；

The number being identified as doubtful violation calling number is configured to a doubtful violation master by step 21 in real time In name list.

To sum up, as follows to the monitoring and early warning flow process of circuit domain call center outgoing call:

1) outgoing call calling in call center's is triggered to, from signaling plane, the monitoring dress that the embodiment of the present invention provides by gateway exchange Put；

Triggering mode: can be by office to triggering under call center's direct-connected gateway exchange scene, such as call center and critical point Office is not direct-connected, but passes through signaling front end processor or tandem exchange's switching inside the province, can refer at transit exchange/signaling equipment Show this calling from call center (as increased prefix), by prefix identification and trigger.

2) calling number to calling for the supervising device is analyzed, and compares with blacklist, as at blacklist On, then notify gateway exchange refusal calling.If not on the blacklist, compare with white list further, as On white list, then perform 3 further) step that describes；If not on white list, then notify that gateway exchange is refused Calling (white list configures previously according to access calling center application number) absolutely；

3) calling meeting white list is added up by supervising device further according to calling number, called number, Monitor the frequency as caller, call the same called frequency, concurrent call volume.As a calling number is exhaled Go out the frequency and reach early warning thresholding, or a calling number calls the same called frequency and reaches early warning thresholding, or one All outgoing calls calling concurrent call volume of individual call center reaches early warning thresholding, will carry out early warning, and record master Call out the numbers code；As beyond max threshold, being then judged to caller in violation of rules and regulations, recording calling number, notice gateway exchange is refused Calling absolutely.Wherein, early warning calling number puts into doubtful violation caller list, and blacklist is put in caller in violation of rules and regulations.(root Call center can be ordered to rectify and improve by management means according to list)；

4) supervising device is to meeting white list and carry out putting logical without departing from the calling of maximum monitoring thresholding, same to hour hands Gateway exchange replay call to supervising device starts recording logic can be notified to the calling number of specified conditions；

5) after calling is connected, supervising device can continue to be monitored duration, dialog context etc., such as violation, Notice gateway exchange is taken out stitches, and to record calling number be blacklist data.

To IMS domain call center outgoing call monitoring and early warning flow process:

1) outgoing call calling in call center's is triggered to supervising device from signaling plane by ISBC；

Triggering mode: call center accesses ISBC, and outgoing call calling SIP is triggered to supervising device by ISBC.

2) calling number to calling for the supervising device is analyzed, and compares with blacklist, as at blacklist On, then notify ISBC refusal calling.If not on the blacklist, compare with white list further, as On white list, then perform 3 further) step that describes；If not on white list, then notify ISBC refusal Calling (white list configures previously according to access calling center application number)；

3) calling meeting white list is added up by supervising device further according to calling number, called number, Monitor the frequency as caller, call the same called frequency, concurrent call volume.As a calling number is exhaled Go out the frequency and reach early warning thresholding, or a calling number calls the same called frequency and reaches early warning thresholding, or one All outgoing calls calling concurrent call volume of individual call center reaches early warning thresholding, will carry out early warning, and record master Call out the numbers code；It as beyond max threshold, is then judged to caller in violation of rules and regulations, record calling number, notice ISBC refusal Calling.Wherein, early warning calling number puts into doubtful violation caller list, and blacklist is put in caller in violation of rules and regulations.(root Call center can be ordered to rectify and improve by management means according to list)；

4) supervising device is to meeting white list and carry out putting logical without departing from the calling of maximum monitoring thresholding, same to hour hands ISBC replay call to supervising device starts recording logic can be notified to the calling number of specified conditions；

5) after calling is connected, supervising device can continue to be monitored duration, dialog context etc., such as violation, Notice ISBC takes out stitches, and to record calling number be blacklist data.

The monitoring and early warning flow process of calling between to net:

1) calling between net is triggered to supervising device from signaling plane by gateway exchange；

2) calling number to calling for the supervising device is analyzed, and compares with blacklist, as at blacklist On, then notify gateway exchange refusal calling.If not on the blacklist, perform 3 further) step that describes.

3) not calling on the blacklist is united by supervising device further according to calling number, called number Meter, monitors the frequency as caller, calls the same called frequency, concurrent call volume.Such as a caller number The code calling frequency reaches early warning thresholding, or a calling number calls the same called frequency and reaches early warning thresholding, Early warning will be carried out, and record calling number；As beyond max threshold, being then judged to caller in violation of rules and regulations, record is main Call out the numbers code, notice gateway exchange refusal calling.Wherein, early warning calling number puts into doubtful violation caller list, Blacklist is put in caller in violation of rules and regulations；

4) supervising device is to carrying out putting logical without departing from the calling of maximum monitoring thresholding, is simultaneous for specified conditions Calling number can notify that gateway exchange replay call to supervising device starts recording logic；

The monitoring method providing the embodiment of the present invention below in conjunction with specific embodiment illustrates:

Specific embodiment one: the outgoing call to circuit domain call center, but situation about not recording, as shown in Figure 2；

1. call center CC initiates outgoing call to gateway exchange GMSC (can use Bearer Independent Call Control Protocol)；

2. the outgoing call calling of call center is triggered to the present invention in fact to triggering from signaling plane according to office by GMSC Execute the supervising device (CAMEL Application Part can be used) that example provides；

3. supervising device carries out judging whether that (its detailed process sees foregoing circuit to replay call to according to logic The monitoring and early warning flow process of territory call center outgoing call), as continued, then notify GMSC replay call (CAP Agreement) to end office (EO) MSC；As being not required to continue, then notify that GMSC disconnects calling.

Specific embodiment two: the outgoing call to circuit domain call center, the situation of recording, as shown in Figure 3:

3. supervising device carries out judging whether to need recording according to logic, if desired for recording, then asks GMSC Speech channel is transferred this supervising device (can use CAMEL Application Part)；

4. GMSC switching speech channel is to this supervising device (can use Bearer Independent Call Control Protocol)；

5. supervising device continues subsequent voice calls (Bearer Independent Call Control Protocol), i.e. notice GMSC replay call is to end office (EO) MSC。

Specific embodiment three: the outgoing call of IMS domain call center, but situation about not recording, as shown in Figure 4；

1. call center initiates outgoing call to ISBC (can use Session Initiation Protocol)；

2. ISBC checks whether the calling number come call center and direction mate, and is triggered to the present invention and carries The supervising device of confession continues calling (can use Session Initiation Protocol)；

3. supervising device according to Logic judgment whether allow continue calling (its detailed process sees above-mentioned IMS domain The monitoring and early warning flow process of call center's outgoing call)；

4. ISBC routes the call to I-CSCF；

5. I-CSCF triggers calling service AS (Session Initiation Protocol) according to PSI；

6. the same existing network of follow-up route, i.e. I-CSCF is by call proceeding to I/S-CSCF.

It is described in detail (as a example by circuit domain) below in conjunction with the overall process to the embodiment of the present invention for the Fig. 5:

Step 51, call center's initiation outgoing call to gateway exchange GMSC；

Step 52, receives gateway exchange according to office to the outgoing call calling triggering from the call center that signaling plane triggers, Extract calling number and called number；

Step 53, is analyzed to the calling number of calling, compares with blacklist, as on the blacklist, Then notify gateway exchange refusal calling.If not on the blacklist, compare with white list further, as in vain On list, it is determined that be calling number to be analyzed；If not on white list, then notify gateway exchange refusal calling；

Step 54, outgoing call control system is to meeting the calling of white list further according to calling number, called number Code is added up, and monitors the frequency as caller, calls the same called frequency, concurrent call volume；

Call information is compared by step 55 with predetermined threshold value and default early warning value；

Step 56, if any information is beyond maximum predetermined threshold value in call information, identifies described to be analyzed Calling number is calling number in violation of rules and regulations, is configured in blacklist；

Step 57, if any information is beyond default early warning value but without departing from maximum preset threshold value in call information, Carry out early warning to described calling number to be analyzed, and described calling number to be analyzed is configured to doubtful violation master In name list；

Step 58, logical for carrying out putting without departing from the calling of maximum preset threshold value, it is simultaneous for specific The calling number notification gateway exchange replay call of condition to monitoring early-warning device starts recording logic；

Step 59, after calling is connected, is monitored continuing with this duration conversed, dialog context etc., As in violation of rules and regulations, notice gateway exchange is taken out stitches, and is configured to calling number in blacklist.

In order to preferably realize above-mentioned purpose, as shown in Figure 6, the embodiment of the present invention also provides in a kind of calling The monitoring early-warning device of heart outgoing call, it is characterised in that include:

Receiver module 61, for receiving the call signaling that the call center being forwarded by session control center sends, Extract the calling number comprising in described call signaling and called number；Wherein, described session control center is For the aggregation node that described call center is route；

Pretreatment module 62, for pre-processing described calling number, determines calling number to be analyzed；

Monitoring modular 63, for monitoring and adding up the call information of described calling number to be analyzed；Wherein, institute State call information to include: described calling number to be analyzed is as the frequency information of caller, described caller to be analyzed The frequency information of the same called number of number call or the concurrent call volume information of described calling number to be analyzed；

First control module 64, for exceeding corresponding pre-determined threshold when any information in described call information During value, described calling number to be analyzed is designated calling number in violation of rules and regulations, and it is corresponding to refuse described call information The subsequent voice calls of calling number to be analyzed；

Second control module 65, is used for when all information in described call information are all described without departing from corresponding During predetermined threshold value, put the subsequent voice calls of the corresponding calling number to be analyzed of logical described call information, and if institute State any information in call information and exceed corresponding default early warning value, described calling number to be analyzed is identified For doubtful violation caller, and corresponding calling number to be analyzed carries out early warning to described call information；Wherein, Described default early warning value is less than described predetermined threshold value.

Concrete, in the above embodiment of the present invention, when all information in described call information are all without departing from institute Stating predetermined threshold value, described monitoring early-warning device also includes:

Concrete, in the above embodiment of the present invention, described first control module 64 includes:

Concrete, in the above embodiment of the present invention, described second control module 65 includes:

Concrete, in the above embodiment of the present invention, described monitoring early-warning device also includes:

Concrete, in the above embodiment of the present invention, described pretreatment module includes:

In actual application, in the monitoring early-warning device of call center's outgoing call that the embodiment of the present invention provides, its prison The interface relationship of control prior-warning device and circuit domain and IMS domain is as shown in Figure 7.To sum up, as shown in Figure 8, originally The monitoring early-warning device 80 of call center's outgoing call of inventive embodiments mainly includes that the 61st, receiver module pre-processes mould The 66th, block the 61st, monitoring modular the 63rd, the first control module the 64th, the second control module the 65th, parsing module records Module the 67th, monitoring module the 68th, the 3rd control module the 69th, the first configuration module 71 and the second configuration module 72.Its concrete annexation, information transfering relation all above-mentioned specific embodiment made specifically describe, This not repeated description.

It should be noted that the application of the monitoring early-warning device of call center's outgoing call of embodiment of the present invention offer The device of the monitoring and early warning method of above-mentioned call center outgoing call, then all embodiments of above-mentioned monitoring method are all suitable For this prison early warning control device, and all can reach same or analogous beneficial effect.

The above is the preferred embodiment of the present invention, it is noted that for the common skill of the art For art personnel, on the premise of without departing from principle of the present invention, some improvements and modifications can also be made, These improvements and modifications also should be regarded as protection scope of the present invention.

Claims

1. the monitoring and early warning method of call center's outgoing call, it is characterised in that include:

When all information in described call information are all without departing from corresponding described predetermined threshold value, put logical institute State the subsequent voice calls of the corresponding calling number to be analyzed of call information, and if the arbitrary letter in described call information Breath exceeds corresponding default early warning value, is designated doubtful by corresponding for described call information calling number to be analyzed Calling number in violation of rules and regulations, and early warning is carried out to described calling number to be analyzed；Wherein, described default early warning value is little In described predetermined threshold value.

2. the monitoring and early warning method of call center according to claim 1 outgoing call, it is characterised in that when All information in described call information are all without departing from described predetermined threshold value, and described monitoring and early warning method is also wrapped Include:

3. the monitoring and early warning method of call center according to claim 1 outgoing call, it is characterised in that when All information in described call information are all without departing from described predetermined threshold value, and described monitoring and early warning method is also wrapped Include:

4. the monitoring and early warning method of call center according to claim 1 outgoing call, it is characterised in that when When any information in described call information exceeds corresponding predetermined threshold value, by described calling number to be analyzed It is designated calling number in violation of rules and regulations, specifically include:

5. the monitoring and early warning method of call center according to claim 1 outgoing call, it is characterised in that if Any information in described call information exceeds corresponding default early warning value, by described calling number mark to be analyzed Knowing is doubtful violation caller, specifically includes:

6. the monitoring and early warning method of call center according to claim 1 outgoing call, it is characterised in that institute State monitoring and early warning method also to include:

7. the monitoring and early warning method of call center according to claim 1 outgoing call, it is characterised in that right Described calling number pre-processes, and determines calling number to be analyzed, specifically includes:

Judge described calling number whether in described blacklist；

8. the monitoring early-warning device of call center's outgoing call, it is characterised in that include:

Receiver module, for receiving the call signaling that the call center being forwarded by session control center sends, carries Take the calling number comprising in described call signaling and called number；Wherein, described session control center is to use In the circuit domain that the outgoing call of described call center calling is route or IMS domain aggregation node；

9. the monitoring early-warning device of call center according to claim 8 outgoing call, it is characterised in that when All information in described call information are all without departing from described predetermined threshold value, and described monitoring early-warning device also wraps Include:

10. the monitoring early-warning device of call center according to claim 8 outgoing call, it is characterised in that when All information in described call information are all without departing from described predetermined threshold value, and described monitoring early-warning device also wraps Include:

The monitoring early-warning device of 11. call center according to claim 8 outgoing calls, it is characterised in that institute State the first control module to include:

The monitoring early-warning device of 12. call center according to claim 8 outgoing calls, it is characterised in that institute State the second control module to include:

The monitoring early-warning device of 13. call center according to claim 8 outgoing calls, it is characterised in that institute State monitoring early-warning device also to include:

The monitoring early-warning device of 14. call center according to claim 8 outgoing calls, it is characterised in that institute State pretreatment module to include: