An electric customer service ivr fault-tolerant system and method

A fault-tolerant system and customer service technology, which is applied in the field of power customer service IVR fault-tolerant system, can solve problems affecting 95598 operation and 95598 hotline unimpeded, achieve the effect of improving power supply service quality, improving equipment reliability, and realizing intensive management

Active Publication Date: 2016-03-02
国网山东省电力公司营销服务中心(计量中心) +2
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] Once the IVR fails or is abnormal, it will directly affect the normal operation of the 95598 customer service call and the smooth flow of the 95598 hotline

Method used

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  • An electric customer service ivr fault-tolerant system and method
  • An electric customer service ivr fault-tolerant system and method
  • An electric customer service ivr fault-tolerant system and method

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Embodiment Construction

[0033] The present invention will be further described below in conjunction with the accompanying drawings and embodiments.

[0034] An electric customer service IVR fault-tolerant system, including an IVR server, a network management server, a switch and a terminal;

[0035] The IVR server includes a VPMS server and an MPP server, the VPMS server is used to maintain and manage configurations and issue responses, and the fault-tolerant process, and the MPP server is used to execute the tasks of the Web application server, and analyze the response and the fault-tolerant process;

[0036] The switch includes an AES server and a CTI server, which are used to realize information sharing between the phone and the computer. Through the CTILink module in the switch, the background computer application system realizes call control and call status transfer to the switch, and fully controls the phone, Calls, splits, vectors and trunks for flexible call management and monitoring;

[003...

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PUM

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Abstract

The invention discloses a fault-tolerant system and method for electric power customer service IVR. The system comprises an IVR server, a network management server, a switch and a terminal, wherein the IVR server comprises a VPMS server and an MPP server; the VPMS server is used for maintaining and managing configuration and publication response and fault-tolerant flows; the MPP server is used for executing a task of a Web application server, and analyzing the response and fault-tolerant flows; the switch comprises an AES server and a CTI server, and is used for realizing information sharing between telephones and computers, and comprehensively controlling telephones, calls, grouping, guiding and trunk lines of the switch to realize flexible call management and monitoring. According to the system and the method, the problem of insufficient phased staff is solved, the emergency service response time of 95598 is shortened, the remote service control capability is enhanced, and the acceptance efficiency of customer appeals is improved.

Description

technical field [0001] The invention relates to an electric customer service IVR fault-tolerant system and method. Background technique [0002] As an extremely important operation service in Shandong Electric Power 95598, the IVR system is responsible for the automatic voice navigation function of all incoming calls. After the implementation of the IP telephone network in Shandong Electric Power System in recent years, more service calls will be directed to remote IP telephone seats at the city and county levels, which greatly increases the system connection capacity and is the first to be transferred to unified acceptance. Higher capacity and reliability requirements are put forward for IVR services. [0003] Once the IVR fails or becomes abnormal, it will directly affect the normal operation of 95598 customer service calls and the smooth flow of the 95598 hotline. Especially during special periods such as New Year's Eve, high temperature in summer, and cold winter, when...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/50H04M3/493
Inventor 刘宏国张春秋杜颖
Owner 国网山东省电力公司营销服务中心(计量中心)
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