Automatic dial testing method, device and equipment and storage medium

Abstract

The invention relates to the technical field of automatic testing and the field of financial science and technology, and discloses an automatic dial testing method, which comprises the following steps of: creating a dial testing plan which comprises a dial testing type, a dial testing range and time arrangement; generating dial testing tasks based on the dial testing plan, wherein the dial testing tasks comprise a relay dial testing task, an extension dial testing task and a seat dial testing task; executing a dial test task, and recording a call state of each dial test, the call state including whether a call is connected or not and a call duration; generating an SIP signaling record of each time of dial testing, and associating the SIP signaling record with the call state of each time of dial testing; and on the basis of the associated call state and SIP signaling record, determining a call end reason for each dial test, the call end reason including user hang-up, network interruption or system failure. According to the invention, automatic dial testing can be realized, the dial testing efficiency can be improved, the specific reason of call ending can be accurately identified, and the manual operation and troubleshooting workload can be effectively reduced.

Description

Technical Field

[0001] The present invention relates to the field of automated testing technology and financial technology, and in particular to an automated dialing method, device, equipment and storage medium. Background Art

[0002] With the rapid development of the financial and insurance industries, the improvement of customer service experience and the optimization of business processing efficiency have become important demands in the industry. In this context, call center platforms, as the core support system for customer service, are widely used in financial institutions such as banks, insurance, and securities, and undertake a large number of customer consultation, complaints, business processing and other tasks.

[0003] The traditional financial and insurance industries have complex business scenarios, including loan applications, insurance claims, product promotion, customer relationship maintenance, etc. The call center platform needs to handle a large number of call tasks to ensure efficient and stable communication services. However, the operation and management of traditional call center systems have some technical challenges:

[0004] Inefficient manual dialing: When the system configuration of the call center platform is changed, operators are usually required to manually dial a number for testing to verify the normal operation of system functions, such as inbound calls, outbound calls, report generation, etc. This process is cumbersome and time-consuming, and it is easy to miss test points, increasing the risk of system failure.

[0005] Complexity of multiple business scenarios: The scenarios involved in finance and insurance business are complex and diverse, such as personal loans, insurance product promotion, claims processing, etc. The system needs to be flexible enough to adapt to the needs of different scenarios. Therefore, the call center platform changes frequently, and the manual dialing method not only cannot meet the rapidly changing needs, but also may bring high operating costs and high operating risks.

[0006] Risks of system changes: With the increase in customer service needs and frequent platform updates, manual dialing is prone to system failures due to operational errors or incomplete testing, affecting customer experience and business continuity, especially in the financial and insurance industries, where any interruptions or errors may lead to customer loss or regulatory issues. Summary of the invention

[0007] The main purpose of the present invention is to provide an automated dialing method, device, equipment and storage medium, aiming to solve the technical problems that the existing manual dialing is inefficient and cannot automatically identify and distinguish the specific termination reason when the call ends, resulting in difficulty in troubleshooting and increased manual analysis workload.

[0008] To achieve the above object, the present invention provides an automated dialing method, comprising:

[0009] Creating a dial test plan, wherein the dial test plan includes a dial test type, a dial test scope, and a time schedule;

[0010] Generate a dial test task based on the dial test plan, the dial test task includes a trunk dial test task, an extension dial test task and an agent dial test task;

[0011] Execute the dialing test task and record the call status of each dialing test, wherein the call status includes whether the call is connected and the call duration;

[0012] Generate a SIP signaling record for each dial test, and associate the SIP signaling record with the call status of each dial test;

[0013] Based on the associated call state and SIP signaling record of each dial test, the call termination reason of each dial test is determined, and the call termination reason includes user hanging up, network interruption or system failure.

[0014] In one embodiment, executing the dialing test task and recording the call status of each dialing test includes:

[0015] Perform trunk dialing test tasks, initiate call connections in a point-to-point manner, and monitor the call establishment events, call end events and call status of the trunk;

[0016] Execute extension dialing test tasks, complete the SIP terminal registration of the extension, initiate calls through the extension and record the registration status and call status of the extension;

[0017] Execute the agent dialing test task, complete the SIP terminal registration of the extension and complete the agent sign-in through the API interface, initiate a call through the agent and record the agent's call status.

[0018] In one embodiment, completing the SIP terminal registration of the extension includes:

[0019] Verify the identity of the extension through the authentication mechanism, including the legitimacy of the extension ID, IP address and network credentials;

[0020] After verification, a virtual number is assigned to the extension for call identification in the dial test task;

[0021] Establish a connection between the extension and the SIP server to enable the SIP signaling channel to operate normally;

[0022] After completing the registration, update the extension's status to registered or available;

[0023] If registration fails, record the reason for the failure and perform re-registration or notify the administrator.

[0024] In one embodiment, generating a dial test task based on the dial test plan includes:

[0025] Based on the dial test type, determine whether the dial test task is a trunk dial test task, an extension dial test task, or an agent dial test task;

[0026] Based on the dial test scope, determine the object of the dial test, including the number of trunks, extensions or seats to be dialed;

[0027] Setting an execution time period of the dial test task based on the time arrangement;

[0028] Configuring point-to-point call connection parameters for the relay dialing task, including a target address of the call;

[0029] Setting the order, quantity and dialing time period of the extension to initiate calls for the extension dialing test task;

[0030] Set the order and number of calls initiated by the agent for the agent dialing test task.

[0031] In one embodiment, after generating a SIP signaling record for each dial test and associating the SIP signaling record with the call state of each dial test, the method further includes:

[0032] Analyze the SIP signaling records and automatically detect whether there is abnormal signaling according to set standards;

[0033] Record the number of occurrences of abnormal signaling within a unit time, and mark all abnormal signaling that exceeds a preset number threshold within a unit time as potential serious abnormalities;

[0034] Monitoring the abnormal duration of abnormal signaling marked as a potential serious abnormality, and marking the abnormal signaling whose abnormal duration exceeds a preset time threshold as a serious abnormality;

[0035] When SIP signaling is confirmed to be seriously abnormal, a diagnostic report is generated, a warning is triggered, and the administrator is notified.

[0036] In one embodiment, executing the dialing test task and recording the call status of each dialing test includes:

[0037] Monitor the status of each extension in real time to confirm whether the extension is idle, busy or unavailable;

[0038] If the extension is in idle state, the extension will be assigned to the dial test task for execution;

[0039] If the extension is busy, wait for the extension to complete the current dialing task;

[0040] If the extension is not available, skip the extension and reselect another available idle extension;

[0041] Setting a rotation plan according to the load of the dialing task and currently available extension resources;

[0042] When an extension completes a dial test task and its status changes from busy to idle, the next dial test task continues to be assigned to the extension that has completed the task until a rotation condition is triggered, wherein the rotation condition includes that the processing load of the extension exceeds a preset load threshold;

[0043] If all extensions are unavailable, the dialing task will be delayed or rescheduled.

[0044] In one embodiment, creating a dial test plan includes:

[0045] Determine the type of dial test task based on the requirements of the dial test task;

[0046] Determine the number of trunks, extensions or agents that need to perform dial testing;

[0047] Set the start and end time of the dial test task and define the execution time period of the dial test task;

[0048] According to the requirements of the dial test task, determine whether the dial test task is executed in parallel or sequentially;

[0049] Setting call parameters, wherein the call parameters include a call number of a call target and a call duration;

[0050] Generate the dialing test instruction based on the determined dialing test type, dialing test object, execution time period, call sequence and call parameters;

[0051] A dialing test plan is created based on the dialing test instruction.

[0052] Furthermore, to achieve the above-mentioned purpose, the present invention also provides an automated dialing device, which includes a memory, a processor, and an automated dialing program stored in the memory and executable on the processor, and the automated dialing program implements the steps of the automated dialing method described above when executed by the processor.

[0053] Furthermore, to achieve the above object, the present invention also provides a computer storage medium, on which an automatic dialing test program is stored, and when the automatic dialing test program is executed by a processor, the steps of the automatic dialing test method described above are implemented.

[0054] Beneficial effects: The present invention relates to the field of automated testing technology and financial technology, and discloses an automated dialing test method, which creates a dialing test plan, which includes a dialing test type, a dialing test range, and a time schedule; generates a dialing test task based on the dialing test plan, and the dialing test task includes a relay dialing test task, an extension dialing test task, and an agent dialing test task; executes the dialing test task, and records the call status of each dialing test, and the call status includes whether the call is connected and the call duration; generates a SIP signaling record for each dialing test, and associates the SIP signaling record with the call status of each dialing test; based on the associated call status and SIP signaling record, determines the call termination reason for each dialing test, and the call termination reason includes user hang-up, network interruption, or system failure. The present invention can realize automated dialing test, improve dialing test efficiency, and can accurately identify the specific reason for the call termination, effectively reducing manual operation and troubleshooting workload. BRIEF DESCRIPTION OF THE DRAWINGS

[0055] The present invention will be further described below with reference to the accompanying drawings and embodiments, in which:

[0056] Figure 1 A schematic diagram of a flow chart of an embodiment of an automated dialing method of the present invention;

[0057] Figure 2 A schematic diagram of the functional modules of a preferred embodiment of the automatic dialing and testing device of the present invention;

[0058] Figure 3 It is a structural schematic diagram of the equipment hardware operating environment involved in the embodiment of the automatic dialing test equipment of the present invention. DETAILED DESCRIPTION

[0059] It should be understood that the specific embodiments described herein are only used to explain the present invention, and are not used to limit the present invention.

[0060] With the rapid development of the financial and insurance industries, the improvement of customer service experience and the optimization of business processing efficiency have become important demands in the industry. In this context, call center platforms, as the core support system for customer service, are widely used in financial institutions such as banks, insurance, and securities, and undertake a large number of customer consultation, complaints, business processing and other tasks.

[0061] The traditional financial and insurance industries have complex business scenarios, including loan applications, insurance claims, product promotion, customer relationship maintenance, etc. The call center platform needs to handle a large number of call tasks to ensure efficient and stable communication services. However, the operation and management of traditional call center systems have some technical challenges:

[0062] Inefficient manual dialing: When the system configuration of the call center platform is changed, operators are usually required to manually dial a number for testing to verify the normal operation of system functions, such as inbound calls, outbound calls, report generation, etc. This process is cumbersome and time-consuming, and it is easy to miss test points, increasing the risk of system failure.

[0063] Complexity of multiple business scenarios: The scenarios involved in finance and insurance business are complex and diverse, such as personal loans, insurance product promotion, claims processing, etc. The system needs to be flexible enough to adapt to the needs of different scenarios. Therefore, the call center platform changes frequently, and the manual dialing method not only cannot meet the rapidly changing needs, but also may bring high operating costs and high operating risks.

[0064] Risks of system changes: With the increase in customer service needs and frequent platform updates, manual dialing is prone to system failures due to operational errors or incomplete testing, affecting customer experience and business continuity, especially in the financial and insurance industries, where any interruptions or errors may lead to customer loss or regulatory issues.

[0065] See also Figure 1 , Figure 1 This is a flow chart of an embodiment of the automatic dialing method provided by the present invention. It should be noted that although the logical sequence is shown in the flow chart, in some cases, the steps shown or described may be performed in a different order than that shown here.

[0066] like Figure 1 As shown, the automatic dialing method proposed by the present invention includes the following steps:

[0067] S10, creating a dial test plan, wherein the dial test plan includes a dial test type, a dial test range, and a time arrangement;

[0068] In this embodiment, the system can automatically create a dial test plan and execute tasks according to a preset schedule or periodic plan. The system triggers tasks regularly to ensure that the health status of each device is verified within a predetermined time range. The user presets the dial test cycle, and the system automatically generates dial test tasks according to the predetermined time. Without manual intervention, the system triggers the dial test tasks on a fixed cycle such as daily, weekly, and monthly to ensure continuous detection and verification.

[0069] Alternatively, the dial test plan can be automatically started by monitoring the device status or abnormal events. For example, when an abnormal device status, SIP signaling loss, or system performance degradation is detected, the system will automatically generate a dial test task to verify the availability of the device and network. The system will continuously monitor the operating status of related devices. When a specified event is detected (such as device disconnection, network delay, etc.), the system automatically creates and executes a dial test task to troubleshoot the problem. This type of dial test plan does not require manual intervention, and the task triggering is completely based on the system's self-monitoring function.

[0070] The system can set thresholds based on performance indicators (such as network traffic, device load, etc.). When these indicators exceed or fall below the preset safety thresholds, the system automatically triggers the dial test plan to detect device performance or network status. Users preset thresholds for key performance indicators, and the system continuously monitors these indicators. When it detects that the value exceeds the threshold, the system automatically starts the dial test plan to verify the device status or locate the problem.

[0071] Users can set automation policies to define when the system should automatically start a dial test task in a specific scenario. For example, the system can automatically trigger a dial test task before business peak hours, after routine maintenance, or after certain business function upgrades to ensure that the system can still operate normally under high-load scenarios. Users define trigger conditions, such as new equipment online, network configuration updates, etc. Whenever the preset conditions are met, the system automatically starts the corresponding dial test plan to detect the health status of the network or device.

[0072] The device performs self-tests regularly. When the self-test results are abnormal, the system is automatically notified to generate a dial test plan to further verify the operation of the device. The device performs self-tests regularly or in specific scenarios, and the device uploads the self-test results to the system. The system determines whether the self-test results meet the normal operation requirements. If not, the system automatically generates a dial test plan for detailed fault verification.

[0073] The dial test type refers to the type of dial test task that the system selects based on different device types, network nodes, and business scenarios. It usually includes trunk dial tests, extension dial tests, and agent dial tests. The system can automatically select the dial test type based on preset scenarios or trigger conditions. For example, automatically perform trunk dial tests when the network load is heavy, automatically perform extension dial tests after regular equipment maintenance, or perform agent dial tests before critical business peaks. The system automatically assigns the appropriate dial test type based on the health of the device, network performance, or other preset business scenarios. The dial test type can also be refined based on business scenarios, such as automated dial tests for inbound and outbound calls, and specific business functions (such as IVR verification and voice recording).

[0074] The dial test scope refers to the number of devices, device types, geographical locations, and network nodes involved when the system performs a dial test task. The system needs to specify which extensions, trunks, or seats need to be tested in this dial test. The system automatically selects the range of devices involved in the dial test based on the health monitoring results of the device or information such as the geographical location and network nodes according to the automated settings. For example, in different regions, extensions of different branches are selected for dial tests, or key trunk lines are covered for dial tests according to business policies. The system can divide devices into different priorities based on business importance, and prioritize core devices or network nodes for dial tests to ensure the availability of core business functions. In the case of complex network topology, the dial test scope can also be extended to multiple physical or virtual device groups to ensure that the dial test task can cover a wide range of networks.

[0075] Scheduling refers to the system automatically setting the execution time of the dial test task. It can be regular, event-triggered, or scheduled based on certain conditions. The system can automatically schedule dial test tasks according to preset cycles (such as daily, weekly, and monthly). For example, the system automatically performs trunk dial test every morning to detect the quality of network calls; at the beginning of each month, routine dial test is performed on all extensions to verify the operating status of the equipment. The system automatically schedules dial test tasks after detecting specific events. When trigger conditions such as network failure, device disconnection, or performance abnormality occur, the system can immediately generate and execute dial test tasks to ensure rapid location of problems. The system can dynamically adjust the dial test time based on real-time network status, device load, and other key indicators. For example, when the network load is high, non-urgent dial test tasks are postponed; when the device load is low, the system will prioritize the execution of dial test tasks. Scheduling can be linked to factors such as business peaks and network loads. The system can intelligently predict and arrange the most appropriate time window to execute dial test tasks to ensure that dial test does not affect normal business.

[0076] By generating dialing test plans and optimizing their types, scopes, and schedules, the automated execution of dialing test tasks is ensured, which greatly reduces errors in manual operations, optimizes the allocation of test resources, avoids missing test points, and improves the comprehensiveness and efficiency of test tasks.

[0077] S20, generating a dialing test task based on the dialing test plan, wherein the dialing test task includes a trunk dialing test task, an extension dialing test task, and an agent dialing test task;

[0078] In this embodiment, the dial test task is the specific operation steps for performing the dial test, and the generation of the dial test task is based on the generated dial test plan to decide how to allocate resources and specify which devices and modules to perform the dial test. Different dial test types require different task processing methods. The key to generating a dial test task is to convert the dial test plan into a specific, executable task instruction, and to perform resource allocation and scheduling. The system extracts the detailed information required for the task from the dial test plan, such as the test target, device type, area range, etc., and generates multiple dial test tasks according to the preset scheduling algorithm. The system dynamically allocates dial test tasks based on the priority of the task, resource availability, and device status to ensure that the task can be executed at the appropriate time. The system will also load balance the tasks to avoid resource conflicts during task execution.

[0079] The relay dialing test task is a test of the relay equipment in the call center. It mainly tests the functions of the relay, such as call establishment, call transmission, and call quality. The relay equipment is a key component of the call center and is responsible for handling the connection and routing of external telephone lines. After the system generates the relay dialing test task, it calls the interface of the relay equipment to initiate a call test. The task tests the entire process from call initiation to call establishment, including the exchange of call signaling, the response time of the relay equipment, the call connection rate, etc. During the execution of the task, the system monitors the status of the relay equipment in real time, records the signaling exchange details and call quality data, and stores this information in the database for subsequent analysis.

[0080] The extension dialing test task is a dialing test for the extension equipment within the call center, mainly testing the registration status, calling capabilities and connectivity of the extension with the relay equipment. The extension is the core equipment of each agent in the call center. Ensuring the normal operation of the extension is very important for maintaining the stability of the system. After the system generates the extension dialing test task, it automatically calls the registration and call interfaces of the extension to detect whether the extension can be registered to the SIP server normally. The task will simulate different types of call scenarios (such as internal calls, external calls) and record call establishment time, call quality and other information. The system will also monitor the communication between the extension and the relay equipment to ensure that the extension can establish a connection with the external line through the relay equipment.

[0081] The agent dialing test task is to test the communication equipment of the call center agents, focusing on the call connection rate, call processing capability and interaction capability of the agent equipment with the background system. The agent is the main operating unit of the call center and is responsible for handling customer calls. After the system generates the agent dialing test task, it automatically calls the agent's communication equipment interface to simulate the call access process. The system tests the connection rate, call establishment speed, call processing stability, etc. of the agent equipment. The agent dialing test task also includes simulating different business scenarios (such as customer calls, transfers, etc.) to ensure that the agent can communicate smoothly with the call center background system and handle customer requests.

[0082] By automatically generating trunk dialing test, extension dialing test and agent dialing test tasks, the system can achieve comprehensive testing of call center equipment and ensure the normal operation of each key component. The automatic task generation and scheduling mechanism improves the efficiency of system testing, reduces manual intervention, and ensures the accuracy and comprehensiveness of dialing tests.

[0083] S30, executing the dialing test task and recording the call status of each dialing test, wherein the call status includes whether the call is connected and the call duration;

[0084] In this embodiment, the execution of the dial test task includes the system initiating a call test on devices such as relays, extensions, and seats according to the generated dial test task. This process involves the execution of multiple test scenarios, such as different types of calls, calls under different network conditions, and connectivity tests of multiple devices. When executing the dial test task, the system calls the device interface one by one to initiate, establish, connect, and terminate the call according to the preset dial test plan. The system extracts the dial test task to be executed from the task scheduling module, determines the target device (relay, extension or seat), and sends a call request to these devices. During the dial test process, the system monitors the progress of the call in real time and records technical indicators such as call establishment time, call quality, and network delay. The system also adjusts the order of dial tests to be executed according to the priority of the task and the current device status to ensure efficient use of resources.

[0085] Call status refers to the call status recorded during the dial test process, mainly including whether the call is successfully established and the duration of the call. Recording call status is a very critical step in the dial test process, which provides detailed basic data for subsequent test analysis. The system automatically records call status data every time a dial test task is executed. Call status includes multiple technical indicators, such as call establishment time, whether the call is connected, call clarity, audio quality, etc. The system analyzes whether the call is successful based on these status data, and stores the recorded data in the central database for subsequent comprehensive analysis and report generation.

[0086] The call connection status refers to whether the call connection is successfully established during the dial test. This is a key indicator of the dial test task, which can reflect the connectivity, signal processing capabilities and network status of the device. During the execution of the dial test task, the system detects whether the call connection is successfully established. The sign of a successful connection is that the SIP signaling exchange is completed and the device side feedbacks the signal that the call is connected. The system records the timestamp of the call connection and compares it with the calls that were not connected. If the call fails to connect, the system records the reason for the failure (such as network failure, device unavailability) and stores it in the log.

[0087] Call duration refers to the duration from when a call is successfully established to when it ends. Call duration is a key parameter for evaluating device performance and network stability, especially during dialing tests, to test the stability of the system during long calls. The system records the start time when a call is successfully established and the end time when the call ends. By calculating the time difference between the start and end of a call, the system can obtain call duration data. The system compares call duration with preset standards to identify abnormal calls, such as calls that are too short or accidentally interrupted.

[0088] By executing dialing tasks and recording detailed call status, including call connection status and duration, it is possible to comprehensively and accurately evaluate the operating status and performance of call center equipment, identify problems in a timely manner and optimize them, thereby improving system stability and operating efficiency.

[0089] S40, generating a SIP signaling record for each dial test, and associating the SIP signaling record with the call state of each dial test;

[0090] In this embodiment, each time a dial test task is executed, the system needs to capture and generate detailed SIP signaling records. SIP signaling is used to manage the establishment, maintenance, modification and termination of calls, and is a very critical technical means in the entire communication process. The purpose of generating SIP signaling records is to track the signaling exchange of each call to detect possible signal failures or abnormalities. At the beginning of each dial test task, the system automatically captures all SIP signaling by monitoring the call signaling channel. This includes signaling exchanges such as call initiation, reception, maintenance, and termination. SIP signaling records include a variety of signaling messages (such as INVITE, BYE, ACK, etc.), and the system will store and organize these messages in chronological order to form a complete call process signaling record. The signaling record will be automatically saved in the database for subsequent analysis.

[0091] Call recording is an audio record of the call content captured during the dial test process. Call recording is used to test call quality and detect problems in the audio stream (such as unclear sound quality, packet loss, delay, etc.). Call recording is generated to verify the call performance of the system and provide support for subsequent analysis. When the call is successfully established, the system starts the audio recording module to record the audio streams of both parties in real time. The system ensures that the sampling rate and sound quality of the recording meet the preset standards and saves the recording file after the call ends. The recording file is stored together with the corresponding call status and SIP signaling records to ensure the integrity and traceability of the recording data.

[0092] The purpose of associating SIP signaling records and call recordings with the call status of each dial test is to ensure that all relevant data of each dial test task can be uniformly managed, stored and analyzed. The call status includes whether the call is connected, the call duration and the reason for the end. This information, combined with the SIP signaling and recording data, can fully reflect the execution of the dial test task. After each dial test task is completed, the system will match the SIP signaling records, call recordings and call status of the task. The system associates the three together through the task ID or timestamp to ensure that the corresponding signaling records and call recordings can be traced back through the call status to form a complete test record chain. All data is uniformly stored in the database and indexed by task or time to facilitate subsequent query and analysis.

[0093] By generating SIP signaling records and call recordings, and associating these data with call status, the system can provide complete test records for each dial test task, ensuring that all communication details can be captured and analyzed. It can effectively identify potential problems in the system, improve the system's test accuracy and data traceability, and ensure the comprehensiveness and accuracy of the dial test task.

[0094] S50, based on the associated call status and SIP signaling record of each dial test, determine the call termination reason of each dial test, where the call termination reason includes user hanging up, network interruption or system failure.

[0095] In this embodiment, the call status of each dial test includes the connection status of the call (whether it is connected, the call duration, the start time and the end time of the call). The SIP signaling record reflects the SIP protocol events involved in the call process (such as call establishment, signaling exchange, hang-up and other events). After each dial test, the system automatically associates the call status (such as the connection status and call duration of the call) with the SIP signaling event record. The SIP signaling record can contain key information such as BYE signaling (hang-up request) or 408 Timeout (network connection timeout) to further analyze and determine the specific reason for the end of the call.

[0096] After associating the call status with the SIP signaling record, the system analyzes the reason for the call ending according to the predetermined standards or rules. The key to this step is to determine which party triggered the call interruption through the signaling record, or whether it was due to network problems or equipment failures. For example:

[0097] User hangs up: When the system detects BYE signaling, it means that the user has actively ended the call, which is one of the most common reasons for call termination. The system captures and analyzes the SIP signaling interactions in each call, especially the signaling at the end of the call. If the BYE signaling is sent by the call initiator (i.e. the dialing party), it means that the call initiator has hung up the phone. If the BYE signaling is sent by the called party (i.e. the answering party), it means that the called party has actively ended the call.

[0098] Network interruption: If the system receives a signal such as 408Timeout, it means that the call ended due to a network connection timeout or interruption, indicating that the call cannot continue due to network problems.

[0099] System failure: When the 503 Service Unavailable signaling appears, it means that the server or device has an unavailable state or system failure, thus interrupting the call.

[0100] In order to more accurately determine the reason for the call termination, the system will analyze the timing between multiple SIP signaling, response status codes, and other call-related parameters. For example, in the scenario of network interruption, in addition to 408Timeout, network jitter, signal loss and other indicators may be combined to further confirm the problem. By analyzing the interaction process of signaling, the system can determine which are normal call terminations (such as BYE signaling) and which are call interruptions caused by abnormal signaling (such as 503 or 408). This helps the system automatically generate accurate termination reasons and provide a basis for subsequent fault analysis.

[0101] Finally, the system will generate a clear call termination reason by analyzing the associated call status and SIP signaling records as part of the dial test report, identifying the exact reason for the call interruption. When the dial test task is completed, the system automatically generates the termination reason based on the signaling record and the call status information. This result will be displayed to the administrator or user through the system interface and stored in the dial test report for subsequent analysis.

[0102] In addition, after the automated dialing task is completed, the system will generate a comprehensive report based on the call status, SIP signaling records, and the analyzed call termination reasons for each dialing task. This report summarizes the key data from all dialing tasks and is used to analyze the effectiveness of the dialing process and the call termination in detail. The report content structure can be as follows:

[0103] Task overview: includes the type of dialing task, dialing scope, task execution time period and target object (relay, extension, agent).

[0104] Dial test result summary: Displays the call status summary of each dial test in all dial test tasks, including whether the call is connected, call duration and other data.

[0105] Call termination reason analysis: Based on SIP signaling records, analyze and classify the reasons for call termination, such as user active hang-up, network interruption or system failure.

[0106] SIP signaling records and call recordings: Provides SIP signaling details and recording file links for each call test for administrators to further review and analyze.

[0107] Fault statistics and analysis: Statistics on various network or system faults that occur during the dial test, and classification and quantitative analysis based on SIP signaling error codes (such as 408 Timeout, 503 Service Unavailable, etc.).

[0108] Recommended solutions: For reports generated for system or network failures, the system will provide possible solutions for administrators to refer to, helping to improve problem solving efficiency.

[0109] The system automatically executes all dialing tasks according to the set dialing plan. After each dialing task is completed, it records all call status, SIP signaling information, and captures call recordings. After recording the call status and SIP signaling data, the system automatically analyzes the reason for the call termination. The captured BYE signaling determines which party actively hangs up; the 408 Timeout signaling identifies network interruption problems; and the 503 Service Unavailable signaling identifies server or system failures. After all dialing tasks are completed, the system summarizes all call status, SIP signaling records, and call recordings to generate a comprehensive dialing report. These data help administrators grasp the execution of dialing tasks globally. The system automatically generates a complete dialing report, formatted as a visual document for administrators to view or export. The report records in detail each step, result, abnormal situation, and analysis process of the termination reason in the dialing task.

[0110] By determining the call termination reason based on the call status and SIP signaling records of each dial test after association, the system can effectively and automatically identify and distinguish the specific reasons for the call termination, such as user active hang-up, network interruption or system failure. This improves the accuracy of troubleshooting and avoids possible misjudgments or omissions during manual analysis. At the same time, by automatically determining the termination reason, it reduces the time and effort of manual intervention and improves the processing efficiency of dial test tasks.

[0111] The present invention relates to the field of automated testing technology and financial technology, and discloses an automated dialing test method, which creates a dialing test plan, which includes a dialing test type, a dialing test range, and a time schedule; generates a dialing test task based on the dialing test plan, and the dialing test task includes a relay dialing test task, an extension dialing test task, and an agent dialing test task; executes the dialing test task, and records the call status of each dialing test, and the call status includes whether the call is connected and the call duration; generates a SIP signaling record for each dialing test, and associates the SIP signaling record with the call status of each dialing test; based on the associated call status and SIP signaling record, determines the call termination reason for each dialing test, and the call termination reason includes user hang-up, network interruption, or system failure. The present invention can realize automated dialing test, improve dialing test efficiency, and can accurately identify the specific reason for the call termination, effectively reducing manual operation and troubleshooting workload.

[0112] In one embodiment, in the above S30, executing the dialing test task and recording the call status of each dialing test includes:

[0113] S301, executing the relay dialing test task, initiating a call connection in a point-to-point manner, and monitoring the call establishment event, call end event and call status of the relay;

[0114] S302, executing the extension dialing test task, completing the SIP terminal registration of the extension, initiating a call through the extension and recording the registration status and call status of the extension;

[0115] S303, executing the agent dialing test task, completing the SIP terminal registration of the extension and completing the agent sign-in through the API interface, initiating a call through the agent and recording the call status of the agent.

[0116] In this embodiment, the relay dialing test task is to test the relay equipment of the call center. The main purpose of the test is to verify the call establishment, call transmission capability and call quality of the relay equipment. The relay is the key connection point between the call center and the external communication network. Ensuring that it can work stably is a prerequisite for the normal operation of the call center system. The system initiates the relay dialing test task in a point-to-point manner. First, a call request is initiated to the relay equipment through the SIP protocol to simulate the call of the external line. The system monitors the entire process from call initiation to relay equipment response, records the call establishment (such as success, response time), monitors the call status (such as call duration, signal strength), and the signaling exchange at the end of the call (such as normal hang-up or abnormal disconnection). The system automatically captures and stores all SIP signaling during the entire dialing test process for subsequent analysis.

[0117] The extension dialing test task is a test for the extension equipment within the call center to verify the SIP terminal registration status, call capability and connection with the relay equipment of the extension equipment. The extension is the core operation unit of the call center, and its normal registration and call capability directly affect the operation efficiency of the system. The system first executes the SIP terminal registration process of the extension. The extension sends a registration request to the SIP server of the call center through the SIP protocol, and the system verifies whether the registration is successful. After successful registration, the system initiates a call test through the extension equipment, and records the registration status of the extension (such as whether the registration is successful, the registration time) and the call status (such as call establishment, call duration, end reason, etc.). During the dialing test process, the system monitors the interaction between the extension and the relay equipment to ensure that the extension can communicate normally with the external line through the relay equipment. The dialing test data is stored together with the call records and signaling data.

[0118] The agent dialing test task is to test the communication equipment of the call center agents to ensure that the agent equipment can access the system, initiate and receive calls normally. The stability and calling capability of the agent equipment directly affect the quality of customer service. When the system performs the agent dialing test task, it first completes the agent's sign-in operation through the API interface. The system automatically calls the API interface to simulate the agent user to sign in. After the agent successfully signs in, the system initiates a call through the agent's equipment and records the agent's call status (such as whether it is successfully established, call duration, end reason, etc.). The system also detects the response time and call quality of the agent's equipment to ensure that the agent can smoothly receive and process call requests. All dialing test data, including call status, SIP signaling records and call recordings, will be saved uniformly.

[0119] This embodiment can comprehensively test the core communication equipment of the call center system by executing trunk dialing test, extension dialing test and agent dialing test tasks to ensure the registration, calling and communication capabilities of each device. Automated dialing test task execution and call status recording reduce manual intervention, improve test efficiency and accuracy, and ensure the equipment stability and communication quality of the call center.

[0120] In one embodiment, in the above S302, completing the SIP terminal registration of the extension includes:

[0121] S3021, verify the identity of the extension through the authentication mechanism, including the legitimacy of the extension ID, IP address and network credentials;

[0122] S3022, after the verification is passed, a virtual number is allocated to the extension for use as a call identification in the dialing test task;

[0123] S3023, establish a connection between the extension and the SIP server to enable the SIP signaling channel to operate normally;

[0124] S3024, after completing the registration, update the status of the extension to registered or available;

[0125] S3025: If the registration fails, the reason for the failure is recorded and re-registration is performed or the administrator is notified.

[0126] In this embodiment, the extension must first verify its identity through an authentication mechanism during the registration process. The purpose of identity authentication is to ensure that the extension is a trusted device and has legal access to the call center system. The verification content includes the extension's unique identification ID, the device's IP address, and network credentials (such as a user name and password or a digital certificate). When the extension initiates a SIP registration request, the system receives the request through the SIP server and performs identity authentication based on the ID, IP address, and network credentials provided by the extension. The system calls the authentication module to check the legitimacy of the credentials and verify whether the extension information matches the pre-configured data. After successful identity authentication, the system allows the extension to enter the subsequent registration process; if the verification fails, the system rejects the registration request and records detailed failure information.

[0127] The virtual number is the unique identifier of the extension in the call center system, which is used to identify the call role of the extension in the dial test task. The purpose of assigning a virtual number to the extension is to ensure that each dial test task can identify the extension by the number, and perform communication routing and call management. After the extension passes the identity authentication, the system automatically assigns a virtual number to the extension. The virtual number is a unique number selected from the pre-configured number pool and is used as a call identifier in subsequent dial test tasks. After the allocation is completed, the system binds the number with the extension's ID and registration information, and stores it in the database for scheduling when the dial test task is executed.

[0128] After the identity authentication is passed and the virtual number is assigned, the extension needs to establish a communication connection with the SIP server to ensure that the extension can establish and manage calls normally through the SIP signaling protocol. The purpose of establishing a connection is to ensure the normal operation of the SIP signaling channel so that the extension can send and receive call signaling. After the virtual number is assigned, the system sends a confirmation message to the extension, instructing the extension to establish a connection with the SIP server. The system exchanges signaling information with the extension through the SIP protocol, detects the status of the signaling channel, and ensures that the signaling can be transmitted normally. The system will continuously monitor the status of the connection to detect whether there is any signaling loss or connection interruption. If the connection is successfully established, the system will update the status of the extension to available.

[0129] After the extension completes SIP terminal registration, the system needs to update the extension's status so that it can be used in subsequent dialing tasks. The registered or available status means that the extension is ready to receive call tasks and has the ability to perform dialing tasks. When the extension successfully passes identity authentication, number allocation, and connection establishment, the system automatically updates the extension's status to "registered" or "available". This status update will be displayed in the system's device management module and synchronized to the task scheduling system so that the extension can participate in subsequent dialing tasks. The system will also periodically check the extension's status to ensure that it is always available.

[0130] During the SIP terminal registration process of the extension, if the identity authentication, number allocation or connection establishment fails, the system needs to record the reason for the failure and automatically re-register according to the preset strategy or notify the administrator for manual intervention. If an error occurs in any registration step, the system will record the detailed reason for the failure (such as identity authentication failure, network timeout, signaling loss, etc.). The system will try to re-register automatically and repeat the above steps to restore the registration status of the extension. If it still fails after multiple attempts, the system will send a warning to the administrator, attach the reason for the failure, and prompt manual troubleshooting. The administrator can view the error log through the system interface and manually intervene to solve the problem.

[0131] This embodiment can ensure that the extension device is efficiently and accurately registered in the call center system by automating the SIP terminal registration process of the extension. Automated identity authentication, virtual number allocation and connection establishment not only reduce the complexity of manual intervention, but also improve the registration success rate, ensure that the extension can be put into use quickly, and improve the operation and maintenance efficiency and system stability of the call center.

[0132] In one embodiment, in the above S10, generating a dial test task based on the dial test plan includes:

[0133] S101, based on the dial test type, determining whether the dial test task is a trunk dial test task, an extension dial test task, or an agent dial test task;

[0134] S102, based on the dial test range, determining the objects to be dialed, including the number of trunks, extensions or seats to be dialed;

[0135] S103, setting an execution time period of the dialing task based on the time arrangement;

[0136] S104, configuring point-to-point call connection parameters for the relay dialing task, including a target address of the call;

[0137] S105, setting the order, quantity and dialing time period of the extension to initiate calls for the extension dialing test task;

[0138] S106, setting the order and number of calls initiated by the agent for the agent dialing test task.

[0139] In this embodiment, the system determines the type of dialing test task to be executed according to the dialing test type in the dialing test plan, including a relay dialing test task, an extension dialing test task, or an agent dialing test task. Different dialing test tasks correspond to different test targets and devices, and the system needs to configure the corresponding test process for each type of task. When parsing the dialing test plan, the system identifies the dialing test type (such as relay, extension, or agent) and generates the corresponding dialing test task according to the type. For relay dialing tests, the system will focus on testing call establishment, call transmission, etc.; for extension dialing tests, the system tests the registration status and call capabilities of the extension; for agent dialing tests, the system tests the sign-in, call connection, and processing capabilities of the agent equipment. The task generation logic for each type of dialing test is different, and the system will call a specific task generation module for configuration.

[0140] The dial test scope defines the devices and scenarios involved in this dial test task. The dial test objects include the number and device types of specific trunks, extensions or seats. The determination of the scope ensures that the dial test task covers the key devices or areas in the system. The system extracts the dial test scope information from the dial test plan, and screens the trunks, extensions or agent devices involved in the dial test based on the current system device status and availability. The system selects a certain number of devices as dial test objects based on the preset task rules, and load balances them to avoid device overload. The dial test scope may also be adjusted based on specific conditions such as geographic location and business scenarios to ensure the comprehensiveness and effectiveness of task execution.

[0141] Schedule refers to the execution time of the dial test task, including the start time, duration, and execution frequency of the task. Reasonable schedule can ensure that the dial test task is completed without affecting normal business, while ensuring that the system can be continuously monitored and optimized. The system sets the execution time period of the dial test task according to the schedule in the dial test plan. The system will dynamically adjust the execution time of the dial test based on the peak and off-peak hours of the call center to avoid affecting normal operations when the business is busy. The setting of the task time period includes the start time, the duration of the task execution, and the repetition frequency (if the task needs to be repeated regularly). The system supports setting the execution frequency of the dial test task by hour, day, or week.

[0142] The relay dialing test task initiates a call connection in a point-to-point manner. The system needs to configure the corresponding call parameters for each dialing test task, including the address and port of the target relay. The configuration of the call connection parameters directly affects the success rate of the dialing test task and the accuracy of the test results. When the system generates a relay dialing test task, it automatically configures the target address for each call, including the IP address and port number of the relay device and the target number of the call. The system optimizes the routing path of the point-to-point call connection according to the network topology and test requirements, and monitors the signaling exchange during the call process in real time to ensure the continuity and stability of the test. The success or failure of the call connection is returned through SIP signaling, and the system will adjust the task execution strategy based on the result.

[0143] The execution of the extension dial test task requires setting the call order of the extensions, the number of extensions involved in the dial test, and the execution time period of the dial test task. The call order determines the order of test allocation, the number determines the number of calls made simultaneously in each dial test task, and the time period determines the start and end time of the dial test task. The system sets the call order of the extension dial test task according to the requirements in the dial test plan to ensure that the extension resources are reasonably allocated during the test. The system also determines the number of extensions involved in a dial test task based on the complexity of the task and dynamically adjusts the task allocation strategy. The time period setting ensures that the dial test task is executed within the optimal time window to avoid affecting the normal operation of the call center. When the task is executed, the system will test the call performance of the extension equipment one by one in the preset order.

[0144] The agent dialing test task requires setting the call order of the agent devices and the number of agents involved in each task. The call order determines the execution order of the tasks, while the number determines the number of agent devices participating in the dialing test at the same time. The system sets the call order in the dialing test task based on the agent's status (idle, busy, etc.), and gives priority to agent devices in the idle state to participate in the dialing test. The system will determine the number of agents to be tested simultaneously in a dialing test task based on the task requirements, and adjust the rhythm of task execution to ensure the smooth completion of the task. The system can also dynamically adjust the call order and number based on task feedback to ensure the effectiveness and coverage of the test task.

[0145] This embodiment can flexibly configure the dialing test tasks of trunks, extensions and seats through the dialing test tasks generated based on the dialing test plan, ensuring that each type of equipment can be tested in a reasonable order and time period. At the same time, by configuring point-to-point call parameters and optimizing the order and number of tasks, the system improves the efficiency and accuracy of the test and ensures the normal operation and stable performance of the call center equipment.

[0146] In one embodiment, after the above S40, the method further includes:

[0147] S401, analyzing the SIP signaling record and automatically detecting whether there is abnormal signaling according to a set standard;

[0148] S402, recording the number of occurrences of abnormal signaling within a unit time, and marking all abnormal signaling whose number of occurrences within a unit time exceeds a preset number threshold as potential serious abnormalities;

[0149] S403, monitoring the abnormal duration of abnormal signaling marked as potential serious abnormality, and marking the abnormal signaling whose abnormal duration exceeds a preset time threshold as serious abnormality;

[0150] S404, when the SIP signaling is confirmed to be seriously abnormal, a diagnostic report is generated, a warning is triggered and the administrator is notified.

[0151] In this embodiment, during the execution of the dial test task, the system generates and records SIP signaling and call recordings in real time. SIP signaling records include all signaling exchange processes for call establishment, maintenance and termination, and call recordings capture the audio streams of both parties of the call. These records provide basic data for subsequent abnormal analysis and system monitoring. Each time the system executes a dial test task, the signaling capture module is started to record all SIP signaling messages (such as INVITE, ACK, BYE, etc.) in real time. At the same time, the system records the audio data of both parties of the call through the recording module to ensure the integrity of each call. All signaling records and call recordings are stored in the database and associated with the dial test task.

[0152] Call status refers to the establishment, maintenance and termination of calls during the execution of the dial test task. The purpose of associating SIP signaling records, call recordings and call status is to form a complete dial test data chain for subsequent analysis. The system matches the call status, SIP signaling records and call recordings by task ID or timestamp. The association process ensures that all data can be processed synchronously in subsequent analysis, and information such as call establishment, connection, and call duration can be matched with related signaling and recordings.

[0153] The system automatically analyzes the SIP signaling records of each dial test according to the set standards to detect whether there are abnormal signaling. Abnormal signaling refers to those that do not conform to the normal communication process, such as connection timeout, SIP signaling loss, registration failure, etc.

[0154] The system calls the signaling analysis module to parse the SIP signaling records generated by each dial test task, and automatically detects abnormal signaling based on preset standards (such as signaling response time, correct SIP message sequence, etc.). If a situation that does not match the expected signaling process is detected, the system will mark it as an abnormality and record the abnormality type.

[0155] The system records the abnormal signaling detected in each dialing task and counts the number of occurrences of these signalings per unit time. The statistics of the number of abnormalities per unit time provide a basis for further judging the severity of abnormal signaling. When the system detects abnormal signaling, it records the time and number of occurrences of the abnormal signaling in the database. The system automatically counts the number of occurrences of abnormal signaling in a given time period (for example, every hour, every day) and compares it with the set threshold. If the number of occurrences of abnormal signaling per unit time exceeds the preset threshold, the system marks these abnormal signalings as potential serious abnormalities.

[0156] The system continuously monitors abnormal signaling that is marked as a potential serious abnormality, and makes further judgments based on the duration of the abnormality. If the duration of the abnormal signaling exceeds the preset time threshold, the abnormal signaling is marked as a serious abnormality. The system continuously monitors each signaling of a potential serious abnormality and calculates the duration of the abnormality. If the duration exceeds the preset time (such as more than one minute without returning to normal), the system will upgrade it to a serious abnormality and record the relevant information for subsequent analysis.

[0157] When SIP signaling is confirmed to be seriously abnormal, the system automatically generates a diagnostic report, analyzes the specific cause of the abnormality, and issues a warning notification to the administrator so that timely measures can be taken. After detecting a serious abnormality, the system automatically calls the report generation module to generate a diagnostic report. The report content includes the type of abnormal signaling, the time of occurrence, the number of occurrences, the duration, and the possible cause analysis. The system triggers a warning and notifies the administrator through a preset notification mechanism (such as email, SMS or system warning) to ensure that the abnormality can be discovered and handled in a timely manner.

[0158] This embodiment can timely discover potential problems in the system, provide comprehensive fault analysis, effectively prevent and resolve abnormal situations in communications, and improve the stability and operating efficiency of the call center through analysis of SIP signaling and call recordings, detection and statistics of abnormal signaling, and automatic generation of diagnostic reports.

[0159] In one embodiment, in the above S30, executing the dialing test task and recording the call status of each dialing test includes:

[0160] S304, monitoring the status of each extension in real time to confirm whether the extension is idle, busy or unavailable;

[0161] S305, if the extension is in idle state, the extension is assigned to the dial test task for execution;

[0162] S306, if the extension is in a busy state, wait for the extension to complete the current dialing task;

[0163] S307, if the extension is not available, skip the extension and reselect another available idle extension;

[0164] S308, setting a rotation plan according to the load of the dialing task and currently available extension resources;

[0165] S309, when an extension completes the dialing test task and the status changes from busy to idle, continue to assign the next dialing test task to the extension that has completed the task until a rotation condition is triggered, wherein the rotation condition includes that the processing load of the extension exceeds a preset load threshold;

[0166] S310: If all extensions are unavailable, the dialing task is delayed or rescheduled.

[0167] In this embodiment, the system needs to continuously monitor the status of each extension, which can be idle, busy, or unavailable. The purpose of real-time monitoring is to ensure that extension resources can be reasonably allocated and used for dialing tasks. The system continuously collects and updates the operating status information of the extension through the real-time monitoring module. The status of each extension will be transmitted to the system through the SIP protocol, and the system will record these statuses in real time and store them in the database. The extension status is updated frequently, and the system will determine whether the extension can be scheduled for use based on real-time data.

[0168] When an extension is detected to be idle, the system needs to immediately assign it to the current dialing task to make full use of extension resources and reduce resource waste. When the system finds that the extension is idle through status monitoring, it will call the task scheduling module and assign the current dialing task waiting to be executed to the extension. During the task allocation process, the system will automatically adjust the allocation strategy according to the task type and the load of the extension to ensure the rapid participation of the idle extension.

[0169] When an extension is executing a dial test task and is busy, the system should enter a waiting state and assign new tasks to the extension only after the extension completes the task. This avoids resource conflicts in task scheduling. When the system detects that the extension is busy, it will suspend the task assignment to the extension and mark the task status of the extension as "executing". The system will continuously monitor the task progress of the extension. When the task is completed and updated to the "idle" status, the system will continue to assign new dial test tasks to it.

[0170] When the system detects that an extension is unavailable (such as disconnection, failure, etc.), the system needs to immediately skip the extension and select other available extensions to perform the task to ensure the continuity of the dial test task. The system uses the extension status monitoring module to detect unavailable extensions in real time and automatically skip them. The task scheduling module automatically filters other extensions with the status of "idle" and assigns the waiting dial test tasks to these available extensions. The system also records the reasons for the unavailable extensions and notifies the administrator to troubleshoot.

[0171] The system sets a rotation plan based on the load of the dialing task and the availability of extension resources to ensure balanced use of resources and avoid overloading or unused resources of some extensions. The system sets an automatic rotation plan by analyzing the current load of the dialing task (such as the complexity of the task, execution time, etc.) and combining it with the real-time extension status. The rotation plan will be dynamically adjusted based on parameters such as the extension's usage frequency and current load to ensure that extension resources are fully and reasonably used and to avoid long-term occupation of some extensions.

[0172] When the extension completes the current task and updates to the "idle" state, the system will continue to assign new dialing tasks to it until the extension load exceeds the preset threshold and triggers the rotation condition. When the system detects that the extension status changes from busy to idle, it automatically calls the task allocation mechanism to assign the next dialing task to be executed to the extension. The system will continue to monitor the extension's load (such as the number of tasks processed, running time, etc.). Once the load exceeds the preset threshold, the system will trigger the rotation mechanism, suspend the task allocation to the extension and switch to other idle extensions.

[0173] The purpose of setting rotation conditions is to prevent a single extension from executing tasks for a long time and causing resource overload. The system controls the maximum processing capacity of each extension by setting a load threshold to ensure balanced use. The system sets a load threshold for each extension. When the number of tasks processed or the execution time of an extension exceeds the threshold, the system automatically marks it as "rotation status" and stops assigning new tasks to it. The system will give priority to other available extensions to ensure even distribution of tasks.

[0174] When the system detects that all extensions are unavailable, the system needs to reschedule or delay the dial test task to avoid task accumulation or test interruption in the system. The system monitors the status of all extensions. If it finds that all extensions are unavailable (such as all extensions are busy or unavailable), the system will postpone the execution time of the dial test task or reschedule the task. The system will dynamically adjust the execution time of the task according to the real-time changes in the extension status to ensure that the dial test task automatically resumes execution when resources are available to avoid system operation interruption.

[0175] Example: Assume that in a call center dial test task, the system manages 10 extension devices, numbered from extension 1 to extension 10. The task load threshold of each extension is set to process no more than 20 dial test tasks per hour to avoid a single extension being in a high load state for a long time.

[0176] Based on the real-time monitoring of the extension status, the system finds that extensions 1 to 5 are in the "idle" state, and the system assigns dialing tasks to these idle extensions. Extensions 6 to 10 are in the "busy" state and no tasks are assigned for the time being.

[0177] Extensions 1 to 5 start to perform dialing tasks, and the number of tasks processed by each extension and the running time are monitored in real time. Assuming that each extension completes 5 dialing tasks on average, the load of the extension gradually approaches the set threshold.

[0178] When extension 1 completes the 20th dial test task, the system detects that its task load has reached the preset upper limit. At this time, the system triggers the rotation plan: stop assigning new tasks to extension 1 and mark its status as "rotation" or "rest".

[0179] Reselect another available extension. The system detects that extension 6 has completed the previous task and returned to the idle state, so the subsequent dialing task is assigned to extension 6.

[0180] After extension 1 enters the "rotation" state, the system will remove it from the execution queue of the current dial test task. At the same time, the system finds that extension 6 is idle based on real-time monitoring, so it assigns the subsequent dial test task. As extensions 2, 3, 4, and 5 gradually reach the load threshold, the system will add extensions 7, 8, 9, and 10 to the task execution queue in turn to ensure the balanced distribution of all dial test tasks. After detecting that extension 1 has rested for a period of time or the load has dropped, the system will update its status to "idle" again and add it back to the extension pool that can execute dial test tasks, waiting for new task assignments.

[0181] This embodiment can flexibly and efficiently manage the extension resources of the call center by real-time monitoring of extension status, intelligent scheduling of dialing tasks, and setting of load rotation plans, avoid resource overload or idleness, ensure the smooth execution of dialing tasks, and improve the stability and operation and maintenance efficiency of the system.

[0182] In one embodiment, in the above S10, creating a dial test plan includes:

[0183] S001, determine the type of dialing test task according to the requirements of the dialing test task;

[0184] S002, determine the number of trunks, extensions or seats that need to perform dialing test;

[0185] S003, setting the start and end time of the dial test task and defining the execution time period of the dial test task;

[0186] S004, determining whether the dialing test task is to be executed in parallel or in sequence according to the requirements of the dialing test task;

[0187] S005, setting call parameters, wherein the call parameters include the call number of the call target and the call duration;

[0188] S006, generating the dialing test instruction based on the determined dialing test type, dialing test object, execution time period, call sequence and call parameters;

[0189] S007: Create a dialing test plan based on the dialing test instruction.

[0190] In this embodiment, the call center system needs to have the ability to receive dialing test tasks, and this instruction usually comes from an external system or a preset task module. The dialing test instruction contains information about the test objectives, test conditions, and other necessary parameters, such as the call types, call traffic, and device types that need to be tested (such as relays, extensions, seats, etc.) involved in the test. The system receives the dialing test instructions from the scheduling system or management console through the interface, and the instructions are transmitted to the call center platform in the form of data packets. The system parses the instruction content, extracts and stores key information into the task management module, and prepares to start the dialing test plan. In the process of receiving instructions, the system will perform data verification to ensure that the objectives of the dialing test task are clear, the parameters are complete, and it is compatible with the current status of the platform.

[0191] The dial test task type determines the communication equipment or scenarios that need to be involved in the test process, such as trunk dial test, extension dial test, or agent dial test. Determine the task type based on the requirements to ensure that the test scenario can cover the key modules of the call center. Before starting the dial test task, the system automatically selects the appropriate dial test type by analyzing the requirements in the dial test plan. The trunk dial test is used to test the stability of the system's external communication link; the extension dial test is used to test the registration status and call capabilities of internal devices; the agent dial test is used to test the call response and processing capabilities of the operator's equipment. The system makes type selections based on the test objectives, device types, and business requirements, and configures corresponding task parameters for different types.

[0192] Based on the scale and requirements of the dial test task, the system determines the number of trunk, extension or agent devices involved in the dial test. This number determines the range of devices involved in each dial test task, affecting the test coverage and task load distribution. The system automatically calculates and determines the number of dial test objects based on the complexity of the task, the test requirements and the available status of the equipment. The system first queries the real-time status of the device, such as whether it is idle, whether there are enough resources to support the dial test, etc., and then dynamically allocates an appropriate number of devices to participate in the dial test based on the test objectives. For example, a trunk dial test may involve 5 devices, an extension dial test involves 10 devices, and an agent dial test is dynamically adjusted according to the number of available seats.

[0193] The scheduling of dial test tasks refers to the start time, duration, and end time of the tasks, ensuring that the tasks are executed within the appropriate time window and will not affect the normal business of the call center. The system automatically sets the execution time of the dial test tasks according to the requirements of the dial test plan. The dial test tasks can be scheduled according to the off-peak hours to avoid affecting daily business. The system will also automatically prioritize the time period according to the importance and urgency of the tasks, and consider factors such as the test cycle and the duration of the task to ensure the consistency and efficiency of the test.

[0194] Dial-up tasks can be executed in parallel or sequentially. The parallel mode allows multiple dial-up tasks to be performed at the same time, which is suitable for large-scale testing or scenarios that require coverage of more devices; the sequential mode executes tasks one by one in the order of their sequence, which is suitable for test tasks with heavy loads. The system automatically selects the execution mode based on the scale of the dial-up task, device availability, and task load. If the test task requires testing multiple devices at the same time and the device resources are sufficient, the system selects the parallel execution mode to improve the test efficiency; if the task is heavy or the system resources are limited, the system will execute it sequentially to reduce system pressure and ensure the accuracy of each task.

[0195] Call parameters define the specific communication configuration in the dial test task, including the target call number and the preset duration of the call. The call number determines the target of the test, while the call duration ensures that the test covers the entire call process. The system sets call parameters based on the task type, test target and scenario, and generates a call profile containing the target number. The target number can be an external trunk number, an internal extension or an agent number. The call duration is preset according to the specific requirements of the task. The system manages the start and end of the call through SIP signaling, ensures that the call duration meets the test standards, and records the necessary call data.

[0196] Generating a dial test instruction is to integrate all the aforementioned task configurations (type, number of devices, schedule, execution method and call parameters) into an executable instruction, and the system automatically starts the dial test task according to the instruction. The system calls the instruction generation module to package all the configuration data of the dial test task into a standardized dial test instruction. The instruction contains key information such as task type, test object, start and end time, call number and call duration. The system will send the instruction to the dial test task scheduler. When the dial test task scheduler receives the dial test instruction, it will create a complete dial test plan based on the task parameters in the instruction. The plan is a specific arrangement of the execution steps, execution time and test objectives of the task to ensure that the task can be carried out in an orderly manner.

[0197] This embodiment can flexibly meet the dialing test requirements in various complex scenarios by setting the type of dialing test task, number of devices, time period and call parameters, automatically generate dialing test instructions, improve the efficiency and accuracy of system testing, and ensure the stable operation of the call center.

[0198] The present invention also provides an automatic dialing device, referring to Figure 2 , Figure 2 This is a functional module diagram of a preferred embodiment of the automatic dialing device of the present invention. The automatic dialing device comprises:

[0199] The dialing test plan management module 10 is used to receive a dialing test instruction and create a dialing test plan based on the dialing test instruction, wherein the dialing test plan includes a dialing test type, a dialing test range and a time arrangement;

[0200] A dial test task generating module 20, configured to generate a dial test task based on the dial test plan, wherein the dial test task includes a trunk dial test task, an extension dial test task and an agent dial test task;

[0201] The dialing test task execution module 30 is used to execute the dialing test task and record the call status of each dialing test, wherein the call status includes whether the call is connected and the call duration;

[0202] A SIP signaling management module 40 is used to generate a SIP signaling record for each dial test and associate the SIP signaling record with the call state of each dial test;

[0203] The call termination reason identification module 50 is used to determine the call termination reason of each dial test based on the associated call status and SIP signaling record of each dial test, and the call termination reason includes user hang-up, network interruption or system failure.

[0204] The specific implementation of the automatic dialing test device of the present invention is basically the same as the above-mentioned embodiments of the automatic dialing test method, and will not be described in detail here.

[0205] The present invention also provides an automated dialing device, such as Figure 3 As shown, the automated dialing device may include: a processor 1001, such as a CPU, a communication bus 1002, a user interface 1003, a network interface 1004, and a memory 1005. Among them, the communication bus 1002 is used to realize the connection and communication between these components. The user interface 1003 may include a display screen (Display), an input unit such as a keyboard (Keyboard), and the optional user interface 1003 may also include a standard wired interface and a wireless interface. The network interface 1004 may optionally include a standard wired interface and a wireless interface (such as a WI-FI interface). The memory 1005 may be a high-speed RAM memory, or a stable memory (non-volatile memory), such as a disk memory. The memory 1005 may also be a storage device independent of the aforementioned processor 1001.

[0206] Those skilled in the art will understand that Figure 3 The hardware structure of the automatic dialing device shown in the figure does not constitute a limitation on the automatic dialing device, and may include more or less components than shown in the figure, or combine certain components, or arrange the components differently.

[0207] like Figure 3 As shown, the memory 1005 as a storage medium may include an operating system, a network communication module, a user interface module, and an automatic dialing program. The operating system is a program for managing and controlling the automatic dialing device and software resources, and supports the operation of the network communication module, the user interface module, the automatic dialing program, and other programs or software; the network communication module is used to manage and control the network interface 1004; and the user interface module is used to manage and control the user interface 1003.

[0208] exist Figure 3 In the hardware structure of the automated dialing device shown, the network interface 1004 is mainly used to connect to the background server and communicate data with the background server; the user interface 1003 is mainly used to connect to the client and communicate data with the client; the processor 1001 can call the automated dialing program stored in the memory 1005 and perform the same operation as the automated dialing method.

[0209] The specific implementation of the automatic dialing test device of the present invention is basically the same as the above-mentioned embodiments of the automatic dialing test method, and will not be described in detail here.

[0210] In addition, an embodiment of the present invention further provides a computer storage medium, on which an automatic dialing test program is stored. When the automatic dialing test program is executed by a processor, the steps of the automatic dialing test method described above are implemented.

[0211] The specific implementation of the computer storage medium of the present invention is basically the same as the above-mentioned embodiments of the automatic dialing method, and will not be described in detail here.

[0212] It should be noted that if software tools or components other than those of our company appear in the embodiments of the present application, they are only used for illustrative purposes and do not represent actual use.

Claims

1. An automated dialing method, characterized in that: The following steps are involved: Creating a dial test plan, wherein the dial test plan includes a dial test type, a dial test scope, and a time schedule; Generate a dial test task based on the dial test plan, the dial test task includes a trunk dial test task, an extension dial test task and an agent dial test task; Execute the dialing test task and record the call status of each dialing test, wherein the call status includes whether the call is connected and the call duration; Generate a SIP signaling record for each dial test, and associate the SIP signaling record with the call status of each dial test; Based on the associated call state and SIP signaling record of each dial test, the call termination reason of each dial test is determined, and the call termination reason includes user hanging up, network interruption or system failure.

2. The automated dialing method according to claim 1, wherein: Execute the dial test task and record the call status of each dial test, including: Perform trunk dialing test tasks, initiate call connections in a point-to-point manner, and monitor the call establishment events, call end events and call status of the trunk; Execute extension dialing test tasks, complete the SIP terminal registration of the extension, initiate calls through the extension and record the registration status and call status of the extension; Execute the agent dialing test task, complete the SIP terminal registration of the extension and complete the agent sign-in through the API interface, initiate a call through the agent and record the agent's call status.

3. The automated dialing method according to claim 2, wherein: Complete the SIP terminal registration of the extension, including: Verify the identity of the extension through the authentication mechanism, including the legitimacy of the extension ID, IP address and network credentials; After verification, a virtual number is assigned to the extension for call identification in the dial test task; Establish a connection between the extension and the SIP server to enable the SIP signaling channel to operate normally; After completing the registration, update the extension's status to registered or available; If registration fails, record the reason for the failure and perform re-registration or notify the administrator.

4. The automated dialing method according to claim 1, wherein: Generating a dialing test task based on the dialing test plan includes: Based on the dial test type, determine whether the dial test task is a trunk dial test task, an extension dial test task, or an agent dial test task; Based on the dial test scope, determine the object of the dial test, including the number of trunks, extensions or seats to be dialed; Setting an execution time period of the dial test task based on the time arrangement; Configuring point-to-point call connection parameters for the relay dialing task, including a target address of the call; Setting the order, quantity and dialing time period of the extension to initiate calls for the extension dialing test task; Set the order and number of calls initiated by the agent for the agent dialing test task.

5. The automated dialing method according to claim 1, wherein: After generating a SIP signaling record for each dial test and associating the SIP signaling record with the call state of each dial test, the method further includes: Analyze the SIP signaling records and automatically detect whether there is abnormal signaling according to set standards; Record the number of occurrences of abnormal signaling within a unit time, and mark all abnormal signaling that exceeds a preset number threshold within a unit time as potential serious abnormalities; Monitoring the abnormal duration of abnormal signaling marked as potential serious abnormality, and marking the abnormal signaling whose abnormal duration exceeds a preset time threshold as serious abnormality; When SIP signaling is confirmed to be seriously abnormal, a diagnostic report is generated, a warning is triggered, and the administrator is notified.

6. The automated dialing method according to claim 1, wherein: Execute the dial test task and record the call status of each dial test, including: Monitor the status of each extension in real time to confirm whether the extension is idle, busy or unavailable; If the extension is in idle state, the extension will be assigned to the dial test task for execution; If the extension is busy, wait for the extension to complete the current dialing task; If the extension is not available, skip the extension and reselect another available idle extension; Setting a rotation plan according to the load of the dialing task and currently available extension resources; When an extension completes a dial test task and its status changes from busy to idle, the next dial test task continues to be assigned to the extension that has completed the task until a rotation condition is triggered, wherein the rotation condition includes that the processing load of the extension exceeds a preset load threshold; If all extensions are unavailable, the dialing task will be delayed or rescheduled.

7. The automated dialing method as claimed in claim 1, characterized in that: Create a test plan, including: Determine the type of dial test task based on the requirements of the dial test task; Determine the number of trunks, extensions or agents that need to perform dial testing; Set the start and end time of the dial test task and define the execution time period of the dial test task; According to the requirements of the dial test task, determine whether the dial test task is executed in parallel or sequentially; Setting call parameters, wherein the call parameters include a call number of a call target and a call duration; Generate a dialing test instruction based on the determined dialing test type, dialing test object, execution time period, call sequence and call parameters; A dialing test plan is created based on the dialing test instruction.

8. An automated dialing device, characterized in that: The automatic dialing device comprises: A dial test plan management module, used to receive a dial test instruction and create a dial test plan based on the dial test instruction, wherein the dial test plan includes a dial test type, a dial test range and a time arrangement; A dial test task generation module, used to generate a dial test task based on the dial test plan, wherein the dial test task includes a trunk dial test task, an extension dial test task and an agent dial test task; A dialing task execution module, used to execute the dialing task and record the call status of each dialing test, wherein the call status includes whether the call is connected and the call duration; A SIP signaling management module, used to generate a SIP signaling record for each dial test, and associate the SIP signaling record with the call status of each dial test; The call end reason identification module is used to determine the call end reason of each dial test based on the call status and SIP signaling record of each dial test after association. The call end reason includes user hang-up, network interruption or system failure.

9. An automated dialing device, characterized in that: The automatic dialing device comprises a memory, a processor, and an automatic dialing program stored in the memory and executable on the processor. When the automatic dialing program is executed by the processor, the steps of the automatic dialing method according to any one of claims 1 to 7 are implemented.

10. A computer storage medium, characterized in that: The storage medium stores an automated dialing test program, and when the automated dialing test program is executed by the processor, the steps of the automated dialing test method according to any one of claims 1 to 7 are implemented.

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