Telephone traffic distribution method, equipment thereof and system thereof

A distribution method and technology of traffic, applied in the direction of subscriber special service, etc., can solve problems such as unsolvable traffic distribution problems

Inactive Publication Date: 2011-11-23
CTRIP TRAVEL NETWORK TECH SHANGHAI0
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] However, the ACD traffic distribution technology is aimed at the traffic distribution within the same skill group, and is only based on the same PBX (Private Branch Exchange, user-level exchange) exchange
However, it cannot solve the problem of traffic distribution of a large number of incoming calls among multiple PBX switches

Method used

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  • Telephone traffic distribution method, equipment thereof and system thereof
  • Telephone traffic distribution method, equipment thereof and system thereof
  • Telephone traffic distribution method, equipment thereof and system thereof

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0041] This embodiment specifically combines figure 1 In the scenario shown, a traffic distribution method is provided, such as figure 1 As shown, it is assumed that there are two call centers A and B, respectively located in Shanghai and Nantong, and each switching center has an independent PBX exchange, and the two exchanges have established connections with the traffic distribution server to communicate with them.

[0042] Before traffic distribution, the following preparations need to be made first: according to the standard TSAPI (a computer network and telephone network interface standard) protocol, the distribution server registers the entrance VDN (VDN Like a virtual door through which external calls enter the system). Example: register image 3 The entrance VDN used for the hotel service business type, or the entrance VDN used for the airline ticket booking business type.

[0043] The ingress VDN is a VDN specially set in the PBX switch, and the purpose is to allow...

Embodiment 2

[0069] This embodiment provides a traffic distribution server, such as Figure 4 As shown, it includes: a traffic access information acquisition module 41 , a traffic processing module 42 and a traffic distribution module 43 .

[0070] Among them, the traffic access information acquisition module 41 is used to regularly obtain the traffic access information corresponding to each service group under at least two switches from the CTI system at regular intervals; The selected logo enters the corresponding ingress VDN;

[0071] The traffic distribution module 43 is configured to distribute the incoming call to an appropriate switch according to the traffic access information of the service group corresponding to the ingress VDN on each switch.

[0072] Preferably, the traffic distribution module 43 includes: a first distribution unit 431 and a second distribution unit 432 .

[0073] The first allocation unit 431 is configured to allocate the incoming call to the corresponding s...

Embodiment 3

[0084] This embodiment provides a traffic distribution system, which includes at least two switches and a traffic distribution server.

[0085] Wherein, the traffic distribution server is used to regularly obtain the traffic access information corresponding to each service group under at least two exchanges from the CTI system, and enter the corresponding entrance virtual device network VDN according to the identifier selected by the user when the call is made, And according to the traffic access information of the service group corresponding to the entrance VDN on each switch, the incoming call is allocated to the appropriate switch.

[0086] Each switch is used to process the incoming calls distributed by the traffic distribution server.

[0087] The traffic distribution system provided by the present invention can distribute traffic by obtaining key indicators such as traffic access information in each switch in real time, and solve the problem of traffic distribution betwe...

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PUM

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Abstract

The invention discloses a telephone traffic distribution method, equipment thereof and a system thereof and relates to telephone traffic distribution technical field, and a technical problem of telephone traffic distribution imbalance among a plurality of switches in the prior art is solved. An embodiment of the method comprises the following steps: obtaining telephone traffic access information corresponding to each service group of at least two switches respectively from a Computer Telephony Integration CTI system at regular time; according to identification selected by a user while a phone call coming in, entering corresponding portal virtual device network VDN; according to the telephone traffic access information of a service group corresponding to the portal VDN in each switch, distributing the incoming call to a proper switch. The invention mainly is used for telephone traffic distribution.

Description

technical field [0001] The present invention relates to the technical field of traffic distribution, in particular to a traffic distribution method, device and system used between two or more call centers with independent exchanges under heavy traffic conditions, Background technique [0002] In the prior art, an ACD (Automatic Call Distribution, automatic call distribution) technology is generally used to distribute traffic. ACD technology forms a queuing group according to the order of incoming calls, and automatically allocates traffic in the queuing group according to the idle / busy degree of the operator. The distribution function of the ACD technology can truly and evenly distribute the traffic volume, reasonably arrange operator resources, and intelligently allocate customer calls to the most suitable operator for processing, which can make full use of system resources and improve the processing capacity of the telephone exchange system. [0003] However, the ACD traf...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50
Inventor 黄鸣
Owner CTRIP TRAVEL NETWORK TECH SHANGHAI0
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