Cloud call center recording method, system and core dispatching equipment
A technology for dispatching equipment and recording systems, which is applied in the field of communication, can solve problems such as poor system reliability, and achieve the effect of improving reliability
Inactive Publication Date: 2015-09-23
ZTE CORP
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Problems solved by technology
[0004] The technical problem to be solved by the present invention is to provide a cloud call center recording method, system and core scheduling equipment to solve the problem of poor system reliability caused by the traditional large-scale call center recording scheme used in the prior art call center
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[0029] In order to solve the problem of poor system reliability caused by the traditional large-scale call center recording solution used in the prior art cloud call center, the present invention provides a cloud call center recording method, system, and core dispatching equipment. The following is combined with the drawings and embodiments. The present invention will be described in further detail. It should be understood that the specific embodiments described here are only used to explain the present invention, but do not limit the present invention.
[0030] The present invention adopts a cloud call center (Next Generation Call Center Cloud, NGC3) method, uses a cloud resource pool to provide computing resources and storage resources, constructs a cloud call center recording system, and, according to the load situation and operating status of each device (resource) , Perform dynamic resource scaling and reduce the cost of cloud call centers. Parallel processing of data betwe...
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The present invention provides a cloud call center audio recording method and system, and core scheduling device and storage medium. The system comprises: a core scheduling device, configured to increase or decrease in a system, according to the load volume and operating state of each device in the system, the number of devices related to audio recording; an automatic call distribution device, configured to assign, according to the load volume and operating state of recording media devices, an audio recording task to each of said audio recording media devices; an audio recording media device, configured to record call audio according to an audio recording task. The present invention employs the means of a cloud call center and uses a cloud resource pool to provide computing resources and storage resources; furthermore, deployment of computing resources and storage resources is decided according to call volume. By means of the present invention, a plurality of resources having the same function process data in parallel, improving the reliability of the cloud call center.
Description
Technical field [0001] The present invention relates to the field of communication technology, in particular to a cloud call center recording method, system and core dispatching equipment. Background technique [0002] Call center system (CALL Center, CC) is a customer service system established by the use of telecom call center technology. The user dials the unified access number of the call center through the telephone terminal device, and the interactive voice response (IVR) device of the call center provides the user with voice navigation services through voice. The user selects the service content he needs by pressing the button according to the voice menu sound prompt. If the auto-play voice service cannot meet user needs, the voice navigation service can provide buttons to switch to manual mode. When the user transfers to manual mode, the system queues up according to the type of service required by the user, finds a free seat with corresponding skills, and imports the u...
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IPC IPC(8): H04M3/50H04M3/53
CPCH04M3/51G06F9/505H04M3/42221
Inventor 游波
Owner ZTE CORP