CN201504272U - Dual-center system for power customer service system - Google Patents
Dual-center system for power customer service system Download PDFInfo
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- CN201504272U CN201504272U CN2009201990855U CN200920199085U CN201504272U CN 201504272 U CN201504272 U CN 201504272U CN 2009201990855 U CN2009201990855 U CN 2009201990855U CN 200920199085 U CN200920199085 U CN 200920199085U CN 201504272 U CN201504272 U CN 201504272U
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Abstract
The utility model relates to a customer service system, in particular to the customer service system for a power system. The customer service system is provided with two customer service centers, a unified management, quality supervision and monitoring platform is deployed for the two centers, and the customer service system comprises network equipment, a resource channel and a seat monitoring manager. The customer service system can carry out management, monitoring and maintenance on equipment state, channel state and seat working state of the whole network by logging in one any side of the platform of the two centers, thereby greatly facilitating the later-stage maintenance and management work. When in normal state of the two centers, each center works independently, and when seat resources of one center are all busy or a fault occurs in one center, the sharing seats of the other center can be used for providing call mutual aid service, and the resources of the whole network realize load sharing and resource sharing.
Description
Technical field
The utility model relates to a kind of customer service system, particularly a kind of customer service system that is used for electric power system.
Background technology
The original customer service system of electric power system greatly facilitates the client as the window of client and power supply enterprise's communication, has promoted the social image of enterprise.Because the limitation of the technical merit when being subjected to building, the part platform product can not satisfy service operation, management and monitoring requirement, and there is very big hidden danger in the reliability and stability of system; Particularly central control system is being born the management and the regulation and control of the whole province's network traffic, and load is very big, in case break down, will influence whole system operation.
Summary of the invention
The purpose of this utility model is to provide a kind of two centring systems that are used for power customer service system, and this system strengthens disposal ability, internet security and the professional flexibility of customer service center system.
In order to realize that this purpose the technical solution adopted in the utility model is: a kind of two centring systems that are used for power customer service system is characterized in that this system comprises provincial client service center one and provincial client service center two, connects by network between the two; Described provincial client service center one and provincial client service center two all comprise media gateway, cti server, province's center IVR automatic speech server; Customer phone inserts cti server and province center IVR automatic speech server by media gateway, province's center IVR automatic speech server by utilizing Voice Navigation helps the client to finish various Self-Services, and cti server inserts operator attendance according to requirement of client with its traffic.
As preferably, described provincial client service center one and provincial client service center two also comprise recording server.
As preferably, the described province integrated TTS text-to-speech of center IVR automatic speech server system.
As preferably, described provincial client service center one and provincial client service center two are provided with management and attend a banquet, and are used for the whole network attended a banquet monitoring and managing.
As preferably, described provincial client service center one and provincial client service center two also are integrated with SoftSwitch (Soft Switch), Trunk Media Gateway (TG), SGW (SG) and Media Resource Server, for NGN network and 3G network provide media resource, be used to support multimedia call to handle.
The utility model is all disposed unified management, quality inspection and monitor supervision platform by two client service centers are set at two centers, comprises the monitoring management of the network equipment, chnnels of resources and seat.Any side by two central platforms is landed, and can both manage monitoring and maintenance to equipment state, channel status and the seat operating state of the whole network, has greatly made things convenient for the maintenance management work in later stage.Two centers are under normal condition, each center is to work alone, under the no-trunk or center of center seat resource makes new advances the situation of fault therein, can provide the traffic mutual help service by the shared seat at another center, so the whole network resource is load sharing, resource-sharing.
Description of drawings
Fig. 1 is a customer service system universe network framework map of the present utility model;
Fig. 2 is that customer service system physics of the present utility model is disposed design drawing;
Fig. 3 is an of the present utility model pair of centring system schematic diagram.
Embodiment
As shown in Figure 1, 2, 3, the two centring systems that are used for power customer service system comprise provincial client service center one and provincial client service center two, two provincial client service centers connect by network, and heat is equipped with mutually between the two, bear the traffic administration of a part of districts and cities client service center simultaneously separately; Provincial client service center is furnished with media gateway, cti server, automatic speech server (IVR), recording server; Customer phone is linked into the media gateway of provincial client service center through PSTN, media gateway is connected to automatic speech server (IVR) and cti server with customer voice information, automatic speech server (IVR) helps the user to carry out self-service voice service functions such as electric weight electricity charge inquiry, power failure information inquiry by Voice Navigation, automatic speech server (IVR) is integrated with TTS text-to-speech system, can accelerate service rate, save cost of serving, make IVR that 7*24 hour service is provided for the caller; If during the service of client requests operator attendance, cti server is transferred to its calling on common the attending a banquet of districts and cities client service center according to routing policy; Provincial client service center is provided with recording server, is used for client's voicemail logging is got off, and is stored in the database; Provincial client service center is provided with management and attends a banquet, comprise that the expert attends a banquet and manages the quality inspection platform, management quality inspection platform is used for the whole network attended a banquet and monitors and manage, and guarantees the service quality of system, and the expert attends a banquet can provide service for the client under the common no-trunk situation of attending a banquet of districts and cities client service center.
Provincial client service center also is integrated with SoftSwitch (Soft Switch), Trunk Media Gateway (TG), SGW (SG) and Media Resource Server, for NGN network and 3G network provide media resource, is used to support multimedia call to handle.The client can directly send the address of Email to client service center's appointment, customer service system can be issued the technical ability that handles postal matter with this Email according to the routing rule of appointment business agent, handle this Email by this business agent, after Email finishes dealing with, can issue the client in addition.The user can be directly sends Fax to the number of client service center's appointment, customer service system is received this Fax, Fax is converted to the form of Email, issue certain business agent according to the routing rule of appointment, handle Email by the business agent, after Email finished dealing with, system gave the user with this Email conversion back Fax.Customer service can send the access code of SMS to client service center's appointment, and customer service system can be issued the business agent who handles news in brief technical ability according to the routing rule of appointment with this SMS, handles this SMS by this business agent.After SMS finishes dealing with, can send back to the user.Customer service system provides WECC function for the user, supports that escorted browsing, click to dial, list are shared, callback request, mark synchronous service etc.
In each districts and cities of the whole province a districts and cities client service center is set, the network switch by the power information net is connected to two provincial client service centers, the districts and cities client service center of the whole province is divided into two parts, under normal condition, two provincial client service centers bear the traffic administration of a part of districts and cities client service center respectively, when unusual condition occurring, can take over the traffic administration of whole districts and cities client service center by a provincial client service center.Districts and cities client service center comprises media gateway, districts and cities IVR automatic speech server, recording server, common attending a banquet; Districts and cities IVR automatic speech server, recording server are subjected to the equipment centralized management of provincial client service center, customer phone is linked into the media gateway of districts and cities client service center through PSTN, after provincial client service center cti server captures customer phone customer voice information, province's center ivr server drives local ivr server broadcast welcome voice according to the ivr server that the whole province unifies, only is kept at the province center, and self-service voice service functions such as the electric weight electricity charge, power failure information are provided simultaneously.The control of this center, the local pattern of playing have been saved the network bandwidth simultaneously greatly not only with the IVR of the whole province unified management and shared resource.When the client needed manual position that service is provided, media gateway was subjected to province center C TI server controls, and traffic distribution to suitable common the attending a banquet of these districts and cities carried out service handling.Districts and cities client service center is provided with local survival server, when districts and cities client service center and provincial client service center are out of touch, this locality survival server that is provided with at the prefectures and cities center is enabled local regeneration mode, for calling provides the basic queuing and the function that continues, can answer the phone in the local scope.
The district service process terminal is connected with districts and cities client service center by network, and the attend a banquet service request of noting the client of districts and cities client service center common feeds back to the worker and singly handles the backstage, and the worker singly handles the backstage worker singly is forwarded to suitable district service process terminal.
In this programme, the mode that the interconnected employing multichannel of customer service system and common carrier relaying inserts, under normal circumstances customer call inserts the media gateway of prefectures and cities client service center, by the power information network to the province center, when the media gateway of a certain districts and cities breaks down, call out the media gateway that directly inserts two province client service centers by telecom operators, by the province center traffic is managed distribution then, the client is calling out customer service system inside the province, can not add area code and directly insert its on-site PSTN of telecom operators network, be responsible for the media gateway of telephone connection (economize outcall and add the location area code) to the province center by operator.This multi-level access way guaranteed the user can random time, anywhere be linked into customer service system.
Customer service system can be carried out traffic distribution according to client's phone information simultaneously.Common carrier is sent into districts and cities and district coding under the fixed line client when sending into calling number, when sending into the mobile phone client and dialing under the coding in districts and cities and district, coding rule is defined with the operator coordination by Utilities Electric Co..Common carrier is sent under the client after the coding, and media gateway, CTI, IVR system will insert from phone and begin this coding is judged and handle that processing method is as follows:
(1) the CTI phone distributes: after cti server receives coding, according to coding rule, phone distributed automatically enter districts and cities client service center under this phone, provide customer service by this districts and cities client service center.
(2) IVR: after automatic speech receives coding, according to coding rule and client's operation, can be targetedly according to the electricity charge of electric company's inquiry electric weight, corresponding power failure information and the short notice of broadcast under the client.
(3) operation system is selected client affiliated unit automatically according to coding rule, and it is single that the seat personnel leave corresponding power supply unit worker.
Customer service system can be carried out Traffic Distribution according to client's phone information simultaneously.When the phone peak took place in certain districts and cities, the CTI at province center will change phone over to other suitable city centers, ground according to rule and carry out service handling according to the strategy of setting.General rule comprises that (the seat personnel possess the strange land and accept technical ability the technical ability group, promptly carry out attending a banquet of service handling and can accept the phone of the districts and cities that come of switching, for example dialect is comparatively approaching), zone (nearby principle), the restriction of switching amount (avoid causing another districts and cities' load excessive) etc.
Customer service system is in operation, and may cause situations such as fault, paralysis because of various factors, so this customer service system has been carried out reliable disaster recovery design.The disaster recovery mode adopts three grades of disaster recovery modes, and the one-level calamity is certain province center armamentarium fault fully, and the traffic that is carried switches to another province center; The secondary calamity is certain province center key equipment fault fully, and traffic switches to another province center; Three grades of calamities are meant certain districts and cities' relaying fault fully, are inserted by province center alternate channel; All unusual or city center, ground, 2 province centers can't be got in touch with 2 province centers, then adopts local mode of surviving by the city center, ground, guarantees that the business of these districts and cities is normally carried out.Concrete disaster recovery solution is as follows:
(1) province's center C TI server breaks down
After the cti server at one of them province center breaks down, common attend a banquet detect with the disconnected connection of cti server after, can switch to the cti server of the operate as normal at another province center.Simultaneously, media gateway also can detect disconnected with cti server, and the standby CTI information according to configuration switches on the cti server at another center.The common phone of attending a banquet also can be registered at new cti server again.After server switched again, all business can both normally be moved, and for the outgoing call user, were that impression is less than such handoff procedure.And after cti server recovers normally, can switch back normal connection status again.
(2) province's center media gateways break down
After the media gateway at a province center broke down, the common phone of attending a banquet can log under another media gateway; Simultaneously, telecommunications opposite end office equipment can detect the abnormality of link opposite end, with all calling incoming calls to other backup link.Can guarantee all professional normal operations like this
(3) province centers and operator's relaying break down
After the link occurs fault of the media gateway at a province center and operator's equipment, media gateway can report and alarm information be given cti server, cti server can issue Indication message, relevant seat side platform and phone are all logged in another cti server, telecommunications opposite end office equipment is after detecting the abnormality of link simultaneously, all calling incoming calls on the media gateway at another center, are guaranteed professional normal operation
All break down in (4) two province centers
When all break down in two province centers, Business Processing can not be carried out by the province center in the city center, ground, at this moment this locality survival server that is provided with at the prefectures and cities center is enabled local regeneration mode, for calling provides the basic queuing and the function that continues, can answer the phone in the local scope, guarantee the operation of native client service system.After network recovery was normal, media gateway was registered to province center C TI server automatically, and all business can normally be used
Break down in city center, (a 5) ground
When city center, some ground quit work fully (, media gateway abnormal disconnected, outage etc.) as relaying, when the phone in these districts and cities scope can't insert the city center, ground, then, call forwarding to the province center, is dispatched to another city center, ground by province's center unification by the strategy of common carrier.
Claims (5)
1. the two centring systems that are used for power customer service system is characterized in that, this system comprises provincial client service center one and provincial client service center two, connects by network between the two; Described provincial client service center one and provincial client service center two all comprise media gateway, cti server, province's center IVR automatic speech server; Customer phone inserts cti server and province center IVR automatic speech server by media gateway, province's center IVR automatic speech server by utilizing Voice Navigation helps the client to finish various Self-Services, and cti server inserts operator attendance according to requirement of client with its traffic.
2. a kind of two centring systems that are used for power customer service system according to claim 1 is characterized in that described provincial client service center one and provincial client service center two also comprise recording server.
3. a kind of two centring systems that are used for power customer service system according to claim 1 is characterized in that, the described province integrated TTS text-to-speech of center IVR automatic speech server system.
4. a kind of two centring systems that are used for power customer service system according to claim 1 is characterized in that, described provincial client service center one and provincial client service center two are provided with management and attend a banquet, and are used for the whole network attended a banquet and monitor and manage.
5. a kind of two centring systems that are used for power customer service system according to claim 4, it is characterized in that, described provincial client service center one and provincial client service center two also are integrated with SoftSwitch, Trunk Media Gateway, SGW and Media Resource Server, for NGN network and 3G network provide media resource, be used to support multimedia call to handle.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009201990855U CN201504272U (en) | 2009-10-26 | 2009-10-26 | Dual-center system for power customer service system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009201990855U CN201504272U (en) | 2009-10-26 | 2009-10-26 | Dual-center system for power customer service system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN201504272U true CN201504272U (en) | 2010-06-09 |
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2009201990855U Expired - Lifetime CN201504272U (en) | 2009-10-26 | 2009-10-26 | Dual-center system for power customer service system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN201504272U (en) |
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2009
- 2009-10-26 CN CN2009201990855U patent/CN201504272U/en not_active Expired - Lifetime
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| ASS | Succession or assignment of patent right |
Owner name: STATE GRID CORPORATION OF CHINA Free format text: FORMER OWNER: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Effective date: 20140401 Owner name: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Effective date: 20140401 |
|
| C41 | Transfer of patent application or patent right or utility model | ||
| C56 | Change in the name or address of the patentee |
Owner name: STATE GRID ZHEJIANG ELECTRIC POWER COMPANY Free format text: FORMER NAME: ZHEJIANG ELECTRIC POWER COMPANY |
|
| COR | Change of bibliographic data |
Free format text: CORRECT: ADDRESS; FROM: 310007 HANGZHOU, ZHEJIANG PROVINCE TO: 100031 XICHENG, BEIJING |
|
| CP01 | Change in the name or title of a patent holder |
Address after: 310007 Huanglong Road, Zhejiang, Hangzhou, No. 8 Patentee after: STATE GRID ZHEJIANG ELECTRIC POWER Co. Address before: 310007 Huanglong Road, Zhejiang, Hangzhou, No. 8 Patentee before: ZHEJIANG ELECTRIC POWER Corp. |
|
| TR01 | Transfer of patent right |
Effective date of registration: 20140401 Address after: 100031 Xicheng District West Chang'an Avenue, No. 86, Beijing Patentee after: State Grid Corporation of China Patentee after: STATE GRID ZHEJIANG ELECTRIC POWER Co. Address before: 310007 Huanglong Road, Zhejiang, Hangzhou, No. 8 Patentee before: STATE GRID ZHEJIANG ELECTRIC POWER Co. |
|
| CX01 | Expiry of patent term | ||
| CX01 | Expiry of patent term |
Granted publication date: 20100609 |