Method, device and system for multi-tenant management of call center and its cloud resources
A management method and call center technology, applied in the direction of subscriber special services, electrical components, automatic switching offices, etc., can solve the problems of unsupported, low ASR/TTS cloud resource utilization, etc., to improve robustness and user experience. Effect
Active Publication Date: 2021-02-19
CHINA TELECOM CORP LTD
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Problems solved by technology
[0003] The applicant found that the related technical methods have the following problems: ACD / CTI only supports tenant-level resource management of artificial seats, and does not support ASR (Automatic Speech Recognition, automatic speech recognition) related to IVR (Interactive Voice Response, Interactive Voice Response) self-service business ) / TTS (Text To Speech, from text to voice) cloud resource management and control; although the physical isolation method realizes tenant-level management, the utilization rate of ASR / TTS cloud resources is not high, and the management cost is not significantly reduced compared with traditional call centers
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[0048] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. The following description of at least one exemplary embodiment is merely illustrative in nature and in no way taken as limiting the invention, its application or uses. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.
[0049] The relative arrangements of components and steps, numerical expressions and numerical values set forth in these embodiments do not limit the scope of the present invention unless specifically stated otherwise.
[0050] At the same time, it should be understood that, for the convenience of d...
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The invention discloses a call center and a cloud resource multi-tenant management method thereof, a device and a system thereof. The method comprises the steps that under the condition that a user dials a call center self-service service, an interactive voice response server issues resource request information to an interactive voice response device, and the resource request information comprisestenant identifiers, resource types and tenant resource channel permission numbers; the interactive voice response device transparently transmits the resource request information to a message queue module; the message queue module extracts the tenant identifier and the tenant resource channel permission number from the resource request information, and judges whether the resource channel number currently occupied by the tenant exceeds a preset channel threshold value; and under the condition that the number of the resource channels currently occupied by the tenant does not exceed the preset channel threshold, the message queue module forwards the resource request to the self-service voice recognition device or the text voice recognition device. According to the method, the tenant-level management capability of the ASR / TTS cloud resources of the call center is realized.
Description
technical field [0001] The present invention relates to the field of call centers, in particular to a multi-tenant management method, device and system for a call center and its cloud resources. Background technique [0002] Related technologies When a call center undertakes agent outsourcing services, it mainly provides multi-tenant management in two ways: one is multi-tenant sharing of call center cloud resources, which is provided by ACD (Automatic Call Distribution, automatic call distribution) / CTI (Computer Telephony Integration, computer Telephony integration) to control the number of online agents registered at the same time to achieve multi-tenant management; second, create virtual machine clusters for each tenant on different physical resource pools, and deploy cloud call center software systems to achieve multi-tenant management through physical isolation. Contents of the invention [0003] The applicant found that the related technical methods have the following...
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IPC IPC(8): H04M3/42H04M3/493H04M3/51
CPCH04M3/42136H04M3/4228H04M3/4936H04M3/5166H04M3/5191
Inventor 李青史敏锐
Owner CHINA TELECOM CORP LTD