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IVR intelligent system emergency telephone traffic route filtering method based on 95598 large telephone traffic

A technology of intelligent system and filtering method, applied in the direction of telephone communication, automatic switching office, electrical components, etc., to achieve the effect of strong practicability

Active Publication Date: 2015-01-28
STATE GRID ZHEJIANG ELECTRIC POWER CO MARKETING SERVICE CENT
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Problems solved by technology

There are no relevant reports on the emergency routing to deal with the emergency call surge

Method used

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  • IVR intelligent system emergency telephone traffic route filtering method based on 95598 large telephone traffic
  • IVR intelligent system emergency telephone traffic route filtering method based on 95598 large telephone traffic
  • IVR intelligent system emergency telephone traffic route filtering method based on 95598 large telephone traffic

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Embodiment Construction

[0032] The specific implementation manner of the present invention will be described in detail below in conjunction with the accompanying drawings.

[0033] like Figure 4 Shown, the IVR intelligent system based on 95598 large traffic of the present invention comprises voice switchboard, IVR system, ARS system, TTS system, service database, voice switchboard is connected with IVR system, and ARS system, TTS system are connected with institute by MRCP interface respectively The above-mentioned IVR system is connected, and the business database is connected with the described IVR system through the WS / DB interface.

[0034] 1. Realization of IVR intelligent emergency response

[0035] 1.1 Realization of intelligent traffic routing and filtering

[0036] 1.1.1 Development of regional traffic warning function

[0037] The early warning function page can automatically analyze the current traffic volume and current queuing information: that is, within the current time, if the tra...

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Abstract

The invention relates to an IVR intelligent system emergency telephone traffic route filtering method based on 95598 large telephone traffic. The emergency telephone traffic route filtering method comprises the steps of region telephone traffic early warning, IVR telephone traffic filtering and short message sending. According to the technical scheme, by analyzing the intensity and region of 95598 telephone traffic rush and the characteristics of services in emergencies, a power supply service center puts forward a method for achieving automatic judgment and analysis of power grid emergencies based on real-time telephone traffic; by constructing the intelligent telephone traffic routing algorithm self-adapted to the power grid emergencies, adopting a classical self-adaptation control method and carrying out analog computation and analysis through historical data, the intelligent telephone traffic routing control algorithm which is high in practicability and capable of being self-adapted to the power grid emergencies is studied out.

Description

technical field [0001] The present invention relates to the emergency treatment method of electric power public service call center 95598. Background technique [0002] The Customer Service Center of State Grid Zhejiang Electric Power Company was established on April 27, 2012, and is affiliated to the Electric Power Research Institute of State Grid Zhejiang Electric Power Company. According to the State Grid Corporation's "Three Sets and Five Majors" institutional reform plan, the Provincial Power Supply Service Center has set up 5 divisions, namely General Office, 95598 Operation Management Office, 95598 Customer Service Department, Key Customer Service Office, and Technical Support Office, which are mainly responsible for the province's 95598 telephone traffic , marketing automation system application, marketing inspection and monitoring, orderly power consumption, 220 kV and above business expansion and installation, 110 kV power supply scheme, power supply contract revie...

Claims

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Application Information

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IPC IPC(8): H04M3/523
Inventor 沈然朱斌章琛敏丁麒惠洋林少娃安东
Owner STATE GRID ZHEJIANG ELECTRIC POWER CO MARKETING SERVICE CENT
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