Customer service system and method for power system
A technology of customer service system and power system, applied in the direction of special services for subscribers, etc., can solve the problem of inability to achieve balanced distribution of customer service systems and sharing of resources across the entire network, platform products that cannot meet business operation, management and monitoring requirements, and customer service system services. It can improve the overall service capacity, high reliability and processing capacity, and solve the load imbalance.
Active Publication Date: 2012-08-15
STATE GRID CORP OF CHINA +1
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Problems solved by technology
Due to the limitations of the technical level during construction, some platform products can no longer meet the requirements of business operation, management and monitoring, and there are great hidden dangers in the reliability and stability of the system
At the same time, customer service systems in various cities are independently deployed and independent of each other on the network. User calls can only be allocated within the customer service system of the city, and customer service system resources can only be shared within the city, which cannot achieve balanced distribution of the customer service system across the network. And resources are shared across the network, so that the service and operation efficiency of the customer service system remain at a low level, resulting in waste of customer service system resources, restricting the development of the customer service system, and failing to meet the needs of the province's unified scheduling and unified management
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[0042] This embodiment takes the 95598 customer service system of Zhejiang Electric Power Company as an example, as figure 1 , 2 As shown, the customer service system used in the power system includes a provincial customer service center. In order to enhance the reliability of the system, two provincial customer service centers with the same configuration and functions are built: provincial customer service center 1 and provincial customer service center 2, two The provincial customer service center is connected through the network, and the two are in hot backup for each other, and at the same time, they are responsible for the traffic management of some prefecture-level customer service centers; the provincial customer service centers are equipped with media gateways, CTI servers, automatic voice systems (IVR), and recording servers. The customer's phone is connected to the media gateway of the provincial customer service center via the PSTN, and the media gateway connects th...
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The invention relates to a customer service system and a customer service method, in particular to a customer service system and a method for a power system. The customer service system in the invention completely covers the networked customer service systems in each power supply unit of each level in the whole province, and the service mode is changed as a centeralized service mode in all metropolises from a dot service mode in each county (city) region. Therefore, the condition of non-uniform service specification caused by dispersed operations of county regions is ended, thus providing omin-directional and multilevel access means for vast power customers at any time and place with any mode, satisfying all service requirements of customers and improving service quality and service levelfor customers.
Description
technical field [0001] The invention relates to a customer service system and a customer service method, in particular to a customer service system and method for power systems. Background technique [0002] The original customer service system of the power system serves as a window for customers to communicate with power supply companies, which greatly facilitates customers and improves the social image of the company. Due to the limitations of the technical level during construction, some platform products can no longer meet the requirements of business operation, management and monitoring, and there are great hidden dangers in the reliability and stability of the system. At the same time, customer service systems in various cities are independently deployed and independent of each other on the network. User calls can only be allocated within the customer service system of the city, and customer service system resources can only be shared within the city, which cannot achi...
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IPC IPC(8): H04M3/42
Inventor 施永益陈枫陈吉奂丁麒
Owner STATE GRID CORP OF CHINA
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