A fault handling method and system for electric power customer service system

Abstract

The invention provides a fault handling method and system for an electric power customer service system. The fault handling method comprises the steps that a queuing machine receives a call of a user and forwards the call to a CTI server; the CTI server configures information of the user, sets a network phone of a seat area according to client request information to carry out telephone traffic handling, and carries out network testing on an information intranet reaching the network phone; when test information shows that a network is unreachable, in other words, the network phone in the seat area cannot accept or handle with the call, at least one administrative exchanger simulation phone is started, an IVR process for single-phone registration is carried out on a double-center telephone traffic platform through an administrative exchanger, and the administrative exchanger simulation phone is used for carrying out telephone traffic acceptance and handling. When a network of the electric power customer service system is cut off or has a fault, the network fault problem can be learned, and then the call of the user can be normally accepted and handled with.

Description

technical field [0001] The invention relates to an electric customer service system, in particular to a fault handling method and system for the electric customer service system. Background technique [0002] In the seat area of ​​the existing electric power customer service system, the Internet phone is used as the telephone terminal. When the agent registers to the electric power customer service system, an extension of the Internet phone is bound. When the traffic is allocated to the agent, the traffic of the agent is connected to the corresponding VoIP extension. However, when a network failure occurs, the user's call cannot normally reach the seat area, which may easily cause user dissatisfaction. Such as figure 1 As shown, the dual-center traffic platform includes two call center platforms, and each call center platform has a queuing machine and a CTI server respectively; the queuing machine is connected to the PSTN (public switched telephone network); The net commu...

AI Technical Summary

Problems solved by technology

[0004] The problem to be solved by the present invention is to provide a fault handling method and system for the electric customer service system, which can solve the problem of network failure when the electric customer service system is blocked or fails, so that user calls can be accepted normally

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