Network call center system, call processing method, route proxy and routing center

Abstract

The invention relates to the field of wireless communication, and discloses a network call center system, a call processing method, a routing proxy and a routing center which can effectively reduce the load of a central NIRC. In the invention, an NIRC is connected with at least two NRPSs, and sends the related configuration of call centers within the jurisdiction range of the NRPSs to the connected NRPSs. The NRPSs are connected with the call centers within the jurisdiction range of the NRPSs, and process request initiated by the call centers within the jurisdiction range of the NRPSs according to the acquired related configuration. When the call center which meets a network routing request exists in an area of one NRPS, the NRPS processes the network routing request; and when no call center which meets the network routing request exists in the area of the NRPS, the network routing request is forwarded to the NIRC, and the NIRC acquires the call center which meets the network routing request through other connected NRPSs.

Description

technical field [0001] The invention relates to the communication field, in particular to network call technology. Background technique [0002] With the rapid development of communication technology, in the network system where multiple networks coexist, the network call center solution solves the problem of resource sharing among multiple call centers. The network topology of the existing network call center system is as follows: figure 1 As shown, multiple call centers (Call Center, "CC" for short), such as call center A, call center B, and call center C are respectively connected to the same network intelligent routing center (Network Intelligent Routing Center, "NIRC" for short). Under this structure, network resources can be shared among multiple call centers. For example, when a call center is busy, other call centers can share and handle part of the calls. [0003] like figure 1 The method that the shown network call center system handles network calls is as follow...

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Problems solved by technology

[0009] However, in the process of realizing the present invention, the inventor of the present invention found that in the above-mentioned network call center system, NIRC is located at the core of the entire network, and all routing requests are distributed and processed by NIRC, and each routing calculation needs to occupy NIRC. Limited resources, obviously, the load of NIRC in the system is high, and the number of network routing requests that NIRC can handle is limited, which will become the routing bottleneck of the entire network call center system

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