Service system for call center

Abstract

The invention provides a service system for a call center, and the system comprises an active-active center which at least comprises a first central platform, a second central platform and a network call management server, the network call management server is used for carrying out resource sharing, load balancing, disaster recovery application and implementation unified control between the first central platform and the second central platform; the service control and data synchronizer is used for instruction control and bidirectional data synchronization between the active-active center and the disaster recovery center; the first digital relay group, the second digital relay group and the third digital relay group are respectively connected with the public telephone network; the first digital relay group inputs a preset first proportion of access call volume into the first central platform; the second digital relay group inputs a preset second proportion of access call volume into a second central platform; and the third digital relay group controls the corresponding access call volume to be input into the disaster recovery center. The invention ensures that the hotline service is not interrupted and the service function is normal, and protects the data and service security.

Description

Technical Field

[0001] The invention relates to the technical field of power system automation, and in particular to a service system for a call center. Background Art

[0002] As a widely recognized public service product, the service hotline responds to service needs such as medical care, food, housing and transportation. The security and stability of its services are extremely important. Service hotline service requests are continuous, and if there is a service interruption, it can bring immeasurable losses.

[0003] A disaster recovery system is an environment that can cope with various disasters for computer information systems. When a computer system is hit by irresistible natural disasters such as fire, flood, earthquake, as well as man-made disasters or events such as terrorist incidents, war, computer crime, computer viruses, power outages, network / communication failures, hardware / software errors, and human operation errors, the disaster recovery system will ensure the security of service data (data disaster recovery) and provide uninterrupted application services (application disaster recovery).

[0004] The call center platform is the basic support platform for the service hotline. The security and stability of the platform directly affect the hotline service, and disaster recovery is an issue that must be considered. At present, call platforms generally adopt a "single center" or "dual center" conventional service platform system. The service platforms are all connected to the same network. When they suffer from irresistible natural disasters such as fire, flood, earthquake, as well as terrorist attacks, wars, computer crimes, computer viruses, power outages, network / communication failures, hardware / software failures and operational errors, platform services may be interrupted and service stability is at risk. Especially in recent years, network security has become a prominent social issue. To this end, system disaster recovery needs to provide uninterrupted application services (application disaster recovery) and ensure the security of service data (data disaster recovery). The regular operation and disaster recovery mechanism of the call center platform need to adapt to social progress and technological development, and need to be dynamically optimized and advanced with the times. Summary of the invention

[0005] The purpose of the present invention is to provide a service system for a call center to solve the technical problem of ensuring that hotline services are not interrupted and service functions are normal when an abnormality occurs in a conventional service platform.

[0006] In one aspect, a service system for a call center is provided, comprising:

[0007] An active-active center and a disaster recovery center that communicate with each other in real time; the active-active center at least includes a first center platform and a second center platform that communicate with each other in real time and a network call management server arranged between the first center platform and the second center platform; the first center platform and the second center platform are respectively arranged in different geographical areas;

[0008] The network call management server is used to perform resource sharing, load balancing, disaster recovery applications and unified control between the first central platform and the second central platform, so as to achieve function matching and data transmission between the first central platform and the second central platform;

[0009] A service control and data synchronizer is also provided between the active-active center and the disaster recovery center, and the service control and data synchronizer is used for command control and two-way data synchronization between the active-active center and the disaster recovery center;

[0010] Also included are a first digital trunk group, a second digital trunk group and a third digital trunk group respectively connected to a public telephone network;

[0011] The first digital trunk group is connected to the first central platform, and inputs a preset first proportion of incoming calls into the first central platform according to a preset call priority strategy;

[0012] The second digital trunk group is connected to the second central platform, and inputs a preset second proportion of incoming calls into the second central platform according to a preset call priority strategy; the sum of the first proportion and the second proportion is one;

[0013] The third digital relay group is connected to the disaster recovery center; when any of the first center platform or the second center platform fails, the corresponding access call volume is controlled to be input into the disaster recovery center according to the preset call priority strategy.

[0014] Preferably, the third digital relay group is specifically used to, when in normal operation mode, set the incoming calls within the group to a blocked state; when a call needs to be answered, set the blocked state to be released and connect the incoming calls to the disaster recovery center.

[0015] Preferably, the service control and data synchronizer is specifically used to regularly synchronize the function configuration and service record data of the active-active center to the disaster recovery center, and control the disaster recovery center to save the latest function configuration data and service record data of the active-active center.

[0016] Preferably, the service control and data synchronizer is also used to synchronize and update the service data generated by the disaster recovery center to the active-active center when the active-active center recovers from an abnormality to normal operation, and input the corresponding proportion of incoming calls into the first center platform and the second center platform respectively according to a preset call priority strategy.

[0017] Preferably, it also includes call seats arranged in multiple different regions for receiving corresponding call requests.

[0018] Preferably, it also includes a plurality of call center servers respectively arranged in the first central platform, the second central platform and the disaster recovery center; the call center servers are used to control the access and migration of the corresponding call seats.

[0019] Preferably, the call center server is specifically used to monitor the online status of the call center agents in real time; if it is monitored that a migrated call center agent is not online, the abnormal call center agent is automatically removed, and blocked calls are set not to be allocated to the abnormal call center agent.

[0020] Preferably, the call center server is also used to monitor the call agent's answering situation in real time. If it is found that the monitored call agent does not answer the call in time and the ringing time exceeds, the call agent is set to be migrated out and the call is transferred to other idle call agents or to a queue when all call agents are busy.

[0021] In summary, the implementation of the embodiments of the present invention has the following beneficial effects:

[0022] The service system for a call center provided by the present invention synchronizes data with a conventional service platform through a disaster recovery center. When an abnormality occurs on the conventional service platform, the disaster recovery center platform quickly replaces the conventional service platform to ensure that the hotline service is not interrupted and the service functions are normal. A network isolation structure is adopted to effectively protect data and service security when subjected to natural disasters, network attacks, etc. BRIEF DESCRIPTION OF THE DRAWINGS

[0023] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, without paying creative labor, other drawings obtained based on these drawings still belong to the scope of the present invention.

[0024] Figure 1 The figure is a schematic diagram of a service system for a call center according to an embodiment of the present invention. DETAILED DESCRIPTION

[0025] In order to make the objectives, technical solutions and advantages of the present invention more clear, the present invention will be further described in detail below with reference to the accompanying drawings.

[0026] like Figure 1 FIG. 1 is a schematic diagram of an embodiment of a service system for a call center provided by the present invention. In this embodiment, the system includes:

[0027] An active-active center and a disaster recovery center that communicate with each other in real time; the active-active center at least includes a first center platform and a second center platform that communicate with each other in real time and a network call management server arranged between the first center platform and the second center platform; the first center platform and the second center platform are respectively arranged in different geographical areas; the network call management server is used to perform resource sharing, load balancing, disaster recovery applications and unified control between the first center platform and the second center platform, so as to achieve function matching and data transmission between the first center platform and the second center platform; a service control and data synchronizer is also arranged between the active-active center and the disaster recovery center, and the service control and data synchronizer are used for command control and two-way data synchronization between the active-active center and the disaster recovery center;

[0028] It also includes a first digital relay group, a second digital relay group and a third digital relay group connected to the public telephone network respectively; the first digital relay group is connected to the first central platform, and inputs a preset first proportion of incoming calls into the first central platform according to a preset call priority strategy; the second digital relay group is connected to the second central platform, and inputs a preset second proportion of incoming calls into the second central platform according to a preset call priority strategy; the sum of the first proportion and the second proportion is one; the third digital relay group is connected to the disaster recovery center; when any of the first central platform or the second central platform fails, the corresponding incoming call volume is controlled to be input into the disaster recovery center according to the preset call priority strategy. It is understandable that in order to further improve the stability of the call platform, a real-time online disaster recovery center platform is added on the basis of the active-active center platform. The public or customer's telephone is connected from the telecom operator, and according to the set routing strategy, it is connected to the active-active center platform and the disaster recovery center platform respectively through the digital relay. Each center platform has similar architecture and functions, mainly including call center server (CTI for short), automatic voice response server (IVR for short), automatic voice recognition server (ASR for short), recording server, etc., which undertake the same or similar business functions. The two active-active center platforms share resources, load balance, and disaster recovery applications of the two platforms through the network call management server, and implement unified management, unified quality inspection, and unified monitoring. It can be regarded as a center logically, so that it can match functions with the disaster recovery center and transmit data to each other. A service control and data synchronizer is set between the active-active center platform and the disaster recovery center platform, which is responsible for command control and two-way data synchronization between the active-active center platform and the disaster recovery center platform.

[0029] It should be noted that according to the hotline routine and disaster recovery operation mode, the corresponding telephone transfer strategy is set to realize the automatic completion of the emergency telephone transfer response by the system disaster recovery and achieve disaster recovery. Divide all the hotline telephone relay line resources into 3 relay groups, connect to each central call platform in a balanced proportion, formulate the telephone call priority strategy for each relay group, and apply to the communication operator for setting.

[0030] Taking the active-active center platform as an example, the digital relays are divided into two groups. Specifically, the first group is the first digital relay group "digital relay group 1", which is connected to the "active-active center platform 1" and undertakes about 50% of the total service volume; the second group is the second digital relay group "digital relay group 2", which is connected to the "active-active center platform 2" and undertakes the remaining 50% of the total service volume.

[0031] The digital trunks connected to the disaster recovery platform are the third group, that is, the third digital trunk group "Digital Trunk Group 3" is connected to the "Disaster Recovery Center Platform". It does not receive calls under normal circumstances, but has the ability to receive calls at any time. To ensure fast switching, the call priority levels of the first group (digital trunk group 1), the second group (digital trunk group 2), and the third group (digital trunk group 3) of digital trunks are set to the same, and the public telephone network evenly distributes incoming calls.

[0032] In one embodiment, the third digital relay group is specifically used to, when in the normal operation mode, set the incoming calls in this group to a blocked state; when it is necessary to take over the call, set the blocking state to be released and connect the incoming calls to the disaster recovery center. Among them, the third digital relay group (digital relay group 3) is set to a blocked state for incoming calls in the normal operation mode, that is, no incoming calls can be made; when it is necessary to take over the call, the blocking is released, and the call will be automatically assigned to the third digital relay group (digital relay group 3), and the service will be taken over by the disaster recovery center platform. Through the above settings, each relay group can achieve automatic disaster recovery.

[0033] In one embodiment, the service control and data synchronizer is specifically used to regularly synchronize the function configuration and service record data of the active-active center to the disaster recovery center, and control the disaster recovery center to save the latest function configuration data and service record data of the active-active center. The service control and data synchronizer is also used to synchronize and update the service data generated by the disaster recovery center to the active-active center when the active-active center recovers from abnormality to normal operation, and input the corresponding proportion of incoming call volume into the first center platform and the second center platform respectively according to the preset call priority strategy. It can be understood that the active-active center platform 1 and the active-active center platform 2 adopt the "dual-active in different locations" operation mode, that is, each shares the telephone volume allocated by the relay group, and provides customers with call services with the same functions. Through the network call server, the two platforms are managed and coordinated, so that the two platforms are logically considered as a complete platform, and the two platforms share resources, load balance, and disaster recovery. When any platform fails or shuts down, the other platform automatically and seamlessly takes over all services.

[0034] The active-active center platform and the disaster recovery center platform adopt a disaster recovery mechanism, that is, the active-active center platform and the disaster recovery center platform are isolated and run on the network, running in different networks, and relatively independently from each other to avoid being attacked by the network at the same time. When the active-active center platform 1 and platform 2 fail or the service capacity is insufficient, the blocking state of the digital relay connected to the disaster recovery center platform is released by self-service or manual, and the phone will be automatically assigned to the third relay group, so that the disaster recovery center platform can immediately undertake all the services of the active-active center platform.

[0035] Under normal conditions, the function configuration and service record data of the active-active center platform are automatically and regularly synchronized to the disaster recovery center platform (time intervals can be set according to needs, such as every day, every hour or every minute) through the service control and data synchronizer, so that the disaster recovery center platform has the same function configuration data and newer service record data as the active-active center platform. Ensure the continuity of functions and services. When the active-active center platform resumes normal operation and needs to exit disaster recovery and resume normal operation, first, the service data generated by the disaster recovery center platform can be synchronized and updated to the two platforms of the regular center through the service control and data synchronizer. The update process can selectively restore the service record data from the past or during the disaster recovery period to the two platforms of the regular center; secondly, through self-service or manual methods, open the digital relay connecting the active-active center platform 1 and platform 2, and the phone will be automatically assigned to the first and second relay groups, so that the disaster recovery center platform can immediately take over all the services of the disaster recovery center platform from the active-active center platform, thereby resuming normal operation.

[0036] One embodiment further includes: call seats arranged in multiple different regions for receiving corresponding call requests. Multiple call center servers are arranged in the first center platform, the second center platform and the disaster recovery center respectively; the call center server is used to control the access and migration of the call seats corresponding to it. It is understandable that, in terms of physical address, the call seats can be distributed in different regions, with disaster recovery capabilities between regions.

[0037] In a specific embodiment, the call center server is specifically used to monitor the online status of the call center agent in real time; if it is monitored that a certain call center agent that has been moved in is not online, the abnormal call center agent is automatically removed, and the blocked call is set to no longer be assigned to the abnormal call center agent. The call center server is also used to monitor the call center agent's answering situation in real time. If it is found that the monitored call center agent does not answer the call in time and the ringing time exceeds, the call center agent is set to be moved out, and the call is transferred to other idle call centers or to the queue when all call centers are busy. It can be understood that a "probe" tool software is set on the CTI platform to monitor the online status of the agent in real time. If the monitoring finds that a certain moved-in agent is abnormally offline, such as a network interruption, the agent computer crashes, etc., it is immediately forced to move out from the CTI platform, the abnormal seat is automatically removed, the blocked call is no longer assigned to the abnormal seat. The "probe" tool software is set on the CTI platform to monitor the agent's answering program in real time. If it is found that the monitored agent does not answer the call in time and the ringing time exceeds, the agent is immediately moved out from the CTI platform. At the same time, the call is transferred to other idle seats or to the queue when all seats are busy. Through the method of guidance and blocking, it can not only automatically cut off the unattended seats, but also prevent the calls from call loss. When each seat staff migrates to the call service, the call equipment automatically or manually migrates to each platform and answers the calls assigned from each platform at any time.

[0038] In a specific implementation example, the service control and data synchronizer serves as the hub of disaster recovery, bidirectionally connecting the active-active center platform and the disaster recovery center platform through different network segments. Both the active-active center platform and the disaster recovery center platform store their own service data, and through the service control and data synchronizer, data can be synchronized bidirectionally in a controlled manner. Under normal conditions, the function configuration and service record data of the active-active center platform are automatically and regularly (the time interval can be set according to demand, such as every day, every hour or every minute) synchronized to the disaster recovery center platform, so that the disaster recovery center platform has the same function configuration data and newer service record data as the active-active center platform.

[0039] When the agent logs in, it requests data from the active-active center platform. The active-active center platform retrieves data based on the agent's request and feeds back the login data to the agent. After successful login, it receives manual service requests from the platform.

[0040] The network call management server regularly detects the operating status of the dual-active center platform and the agent end. When any dual-active center platform fails, it will automatically cut off the abnormal equipment to ensure the normal operation of the platform; when any dual-active center platform fails to provide services, it will automatically cut off the operation and the other dual-active center platform will provide all services.

[0041] When the network call management server detects that the two active-active center platforms are abnormal and the service is interrupted, the network call management server will send an abnormal information to the service control and data synchronizer. After the network call management server determines that the active-active center platform is abnormal, on the one hand, it immediately sends a command to the disaster recovery center to release the blocking state of the digital relay connected to the disaster recovery center platform and open telephone access; on the other hand, it immediately sends a command to the seat to log out of the original active-active center platform and log in to the disaster recovery center platform separately.

[0042] When a customer dials into the disaster recovery center platform, the function voice prompts they hear are the same as those on the active-active center platform. If the customer transfers to manual service, the agent will answer the manual service request from the disaster recovery center platform. Thus, seamless service transfer is completed.

[0043] When the dual-active center platform resumes normal operation and needs to exit the disaster recovery and resume normal operation, first, through the service control and data synchronizer, the service data generated by the disaster recovery center platform can be synchronized and updated to the two platforms of the regular center; second, through self-service or manual methods, the digital relay connecting the dual-active center platform 1 and platform 2 is opened for access, and the phone will be automatically assigned to the first and second relay groups; third, when the relay is opened for access, an instruction is immediately issued to the agent, and the agent exits the disaster recovery center platform and logs in to the dual-active center platform. Finally, the disaster recovery center platform is switched to the dual-active center platform and normal operation is restored.

[0044] In summary, the implementation of the embodiments of the present invention has the following beneficial effects:

[0045] The service system for a call center provided by the present invention synchronizes data with a conventional service platform through a disaster recovery center. When an abnormality occurs on the conventional service platform, the disaster recovery center platform quickly replaces the conventional service platform to ensure that the hotline service is not interrupted and the service functions are normal. A network isolation structure is adopted to effectively protect data and service security when subjected to natural disasters, network attacks, etc.

[0046] The above disclosure is only the preferred embodiment of the present invention, which certainly cannot be used to limit the scope of the present invention. Therefore, equivalent changes made according to the claims of the present invention are still within the scope of the present invention.

Claims

1. A service system for a call center, characterized in that: include: An active-active center and a disaster recovery center that communicate with each other in real time; the active-active center at least includes a first center platform and a second center platform that communicate with each other in real time and a network call management server arranged between the first center platform and the second center platform; the first center platform and the second center platform are respectively arranged in different geographical areas; The network call management server is used to perform resource sharing, load balancing, disaster recovery applications and unified control between the first central platform and the second central platform, so as to achieve function matching and data transmission between the first central platform and the second central platform; A service control and data synchronizer is also provided between the active-active center and the disaster recovery center, and the service control and data synchronizer is used for command control and two-way data synchronization between the active-active center and the disaster recovery center; Also included are a first digital trunk group, a second digital trunk group and a third digital trunk group respectively connected to a public telephone network; The first digital trunk group is connected to the first central platform, and inputs a preset first proportion of incoming calls into the first central platform according to a preset call priority strategy; The second digital trunk group is connected to the second central platform, and inputs a preset second proportion of incoming calls into the second central platform according to a preset call priority strategy; the sum of the first proportion and the second proportion is one; The third digital relay group is connected to the disaster recovery center; when any of the first center platform or the second center platform fails, the corresponding access call volume is controlled to be input into the disaster recovery center according to the preset call priority strategy.

2. The service system according to claim 1, characterized in that: The third digital relay group is specifically used to, when in normal operation mode, set the incoming calls within the group to a blocking state; when a call needs to be answered, set the blocking state to be released and connect the incoming calls to the disaster recovery center.

3. The service system according to claim 2, characterized in that: The service control and data synchronizer is specifically used to regularly synchronize the function configuration and service record data of the active-active center to the disaster recovery center, and control the disaster recovery center to save the latest function configuration data and service record data of the active-active center.

4. The service system according to claim 3, characterized in that: The service control and data synchronizer is also used to synchronize and update the service data generated by the disaster recovery center to the active-active center when the active-active center recovers from an abnormality to normal operation, and input the corresponding proportion of incoming calls into the first center platform and the second center platform respectively according to a preset call priority strategy.

5. The service system according to claim 4, characterized in that: It also includes call centers located in multiple different regions for receiving corresponding call requests.

6. The service system according to claim 5, characterized in that: It also includes a plurality of call center servers respectively arranged in the first center platform, the second center platform and the disaster recovery center; the call center servers are used to control the access and migration of the corresponding call seats.

7. The service system according to claim 6, characterized in that: The call center server is specifically used to monitor the online status of the call center agents in real time; if it is monitored that a certain call center agent that has been moved in is not online, the abnormal call center agent is automatically removed, and blocked calls are set to no longer be allocated to the abnormal call center agent.

8. The service system according to claim 7, characterized in that: The call center server is also used to monitor the call agent's answering situation in real time. If it is found that the monitored call agent does not answer the call in time and the ringing time exceeds, the call agent is set to be removed and the call is transferred to other idle call agents or to a queue when all call agents are busy.

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