A call processing method, apparatus, electronic device and computer storage medium

Abstract

The present invention provides a call processing method, apparatus, electronic device, and computer storage medium. A contact center includes multiple agent centers, each of which includes multiple primary and backup softswitch devices. Each primary softswitch device has a corresponding backup softswitch device. Operator equipment is connected to the primary softswitch device via a voice gateway in each agent center. In this solution, if any primary softswitch device fails, the customer's service does not need to be suspended. Instead, the backup softswitch device corresponding to the primary softswitch device can be directly determined to be functioning properly. If it is functioning properly, the incoming call information sent by the operator equipment via the voice gateway is connected to the backup softswitch device corresponding to the primary softswitch device so that the backup softswitch device can process the incoming call information. This method can improve the quality of the customer's current call service and prevent network capacity reduction.

Description

Technical Field

[0001] The present invention relates to the field of data processing technology, and in particular to a call processing method, device, electronic equipment and computer storage medium. Background Art

[0002] A contact center is a processing system that controls incoming or outgoing customer audio / video calls. It is a comprehensive information service system primarily built through computer and telecommunications integration technologies, used to provide call services to customers.

[0003] Currently, if a contact center module is identified as faulty during operation, it must halt ongoing call processing in that module and then manually transfer the call to another module for continued processing. This approach can impact the quality of customer service and can easily lead to reduced network capacity. Summary of the Invention

[0004] In view of this, embodiments of the present invention provide a call processing method, apparatus, electronic device, and computer storage medium to achieve the purpose of correctly accessing a customer's audio / video call.

[0005] To achieve the above objectives, the embodiments of the present invention provide the following technical solutions:

[0006] A first aspect of an embodiment of the present invention provides a call processing method, which is applied to a contact center. The contact center includes multiple agent centers, each of which includes multiple primary soft switch devices and backup soft switch devices. Each primary soft switch device has a corresponding backup soft switch device. Operator equipment is connected to the primary soft switch device via a voice gateway in each agent center. The method includes:

[0007] If it is determined that the main soft switch device has a fault, determining whether the backup soft switch device corresponding to the main soft switch device is normal;

[0008] If normal, the incoming call information sent by the operator device through the voice gateway is connected to the backup soft switch device corresponding to the main soft switch device.

[0009] Optionally, also include:

[0010] If it is determined that the backup soft switch device corresponding to the main soft switch device is abnormal, the information that both the main soft switch device and the corresponding backup soft switch device are abnormal is fed back to the operator device so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy.

[0011] Optionally, also include:

[0012] If a core module of a certain agent center fails, all services under the agent center will be switched to the target agent center based on a preset switching script. The target agent center refers to an agent center in normal working condition.

[0013] Optionally, also include:

[0014] When any of the voice gateways receives the incoming call information sent by the operator device, it analyzes the incoming call information and determines the target trunk group, incoming route, and outgoing route for processing the operator traffic corresponding to the call information;

[0015] The operator traffic corresponding to the incoming call information is processed according to the target relay group, the incoming route, and the outgoing route, and the operator traffic is determined to complete the incoming call.

[0016] Optionally, the analyzing, based on the incoming call information, determining a target trunk group, an incoming route, and an outgoing route for processing the operator traffic corresponding to the call information includes:

[0017] Determine a target trunk group for processing the operator's traffic corresponding to the call information based on the marked area corresponding to the called number in the incoming call information, the service requirements carried, and the calling / called number;

[0018] Analyze the calling / called number based on the service requirements carried in the incoming call information and determine the incoming route;

[0019] The corresponding outgoing route is determined by analyzing the basic information and calling / called numbers corresponding to the main soft switch device or the standby soft switch device.

[0020] A second aspect of an embodiment of the present invention provides a call processing device, which is applied to a contact center. The contact center includes multiple agent centers, each of which includes multiple primary soft switch devices and backup soft switch devices. Each primary soft switch device has a corresponding backup soft switch device. Operator equipment is connected to the primary soft switch device via a voice gateway in each agent center. The device includes:

[0021] A determination unit, configured to determine whether a backup soft switch device corresponding to the main soft switch device is normal if it is determined that the main soft switch device has a fault, and if so, execute the access unit;

[0022] The access unit is used to connect the incoming call information sent by the operator equipment through the voice gateway to the backup soft switch equipment corresponding to the main soft switch equipment.

[0023] Optionally, the access unit is further configured to:

[0024] If it is determined that the backup soft switch device corresponding to the main soft switch device is abnormal, the information that both the main soft switch device and the corresponding backup soft switch device are abnormal is fed back to the operator device so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy.

[0025] Optionally, also include:

[0026] The service switching module is used to switch all services under a seat center to a target seat center based on a preset switching script if a core module of a seat center fails. The target seat center refers to a seat center in normal working condition.

[0027] A third aspect of an embodiment of the present invention shows an electronic device, which is used to run a program. When the program is run, the call processing method shown in the first aspect of the embodiment of the present invention is executed.

[0028] A fourth aspect of an embodiment of the present invention shows a computer storage medium, which includes a stored program. When the program runs, the device where the storage medium is located is controlled to execute the call processing method shown in the first aspect of the embodiment of the present invention.

[0029] Based on the call processing method, device, electronic device and computer storage medium provided by the above-mentioned embodiment of the present invention, the contact center includes multiple seat centers, each seat center includes multiple main soft switch devices and backup soft switch devices, each of the main soft switch devices has a corresponding backup soft switch device, and the operator device is connected to the main soft switch device through the voice gateway of each seat center. The method includes: if it is determined that the main soft switch device has a fault, determining whether the backup soft switch device corresponding to the main soft switch device is normal; if it is normal, connecting the incoming call information sent by the operator device through the voice gateway to the backup soft switch device corresponding to the main soft switch device. In the embodiment of the present invention, when any main soft switch device fails, it is not necessary to stop the customer's service. It is directly possible to determine whether the backup soft switch device corresponding to the main soft switch device is normal; if it is normal, connecting the incoming call information sent by the operator device through the voice gateway to the backup soft switch device corresponding to the main soft switch device so that the backup soft switch device can process the incoming call information; the above method can improve the quality of the customer's current call service and prevent the problem of network capacity reduction. BRIEF DESCRIPTION OF THE DRAWINGS

[0030] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, the drawings described below are merely embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on the provided drawings without paying any creative work.

[0031] Figure 1 A schematic diagram illustrating the interaction between a contact center, operator equipment, and a user terminal according to an embodiment of the present invention;

[0032] Figure 2 This is a schematic diagram of the specific structure of a contact center according to an embodiment of the present invention;

[0033] Figure 3 A flowchart of a call processing method according to an embodiment of the present invention is shown;

[0034] Figure 4 This is a diagram illustrating an application example of an incoming call processing method according to an embodiment of the present invention;

[0035] Figure 5 This is a diagram illustrating an application example of another incoming call processing method according to an embodiment of the present invention;

[0036] Figure 6 This is a diagram illustrating an application example of another incoming call processing method according to an embodiment of the present invention;

[0037] Figure 7 This is a diagram illustrating an application example of an outgoing call processing method according to an embodiment of the present invention;

[0038] Figure 8 This is a diagram illustrating an application example of another outgoing call processing method according to an embodiment of the present invention;

[0039] Figure 9 This is a diagram illustrating an application example of another outgoing call processing method according to an embodiment of the present invention;

[0040] Figure 10 The figure is a schematic structural diagram of a calling device according to an embodiment of the present invention. DETAILED DESCRIPTION

[0041] The following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the accompanying drawings. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without making creative efforts are within the scope of protection of the present invention.

[0042] In this application, the terms "comprises," "comprising," or any other variations thereof are intended to encompass non-exclusive inclusion, such that a process, method, article, or apparatus that includes a list of elements includes not only those elements but also other elements not explicitly listed, or elements inherent to such process, method, article, or apparatus. In the absence of further limitations, an element defined by the phrase "comprising a ..." does not preclude the presence of additional identical elements in the process, method, article, or apparatus that includes the element.

[0043] In an embodiment of the present invention, when any main soft switch device fails, it is not necessary to stop the customer's business. It is directly possible to determine whether the backup soft switch device corresponding to the main soft switch device is normal. If it is normal, the incoming call information sent by the operator device through the voice gateway is connected to the backup soft switch device corresponding to the main soft switch device so that the backup soft switch device can process the incoming call information. If it is determined that the backup soft switch device under the same agent center has a fault, the information that both the main soft switch device and the corresponding backup soft switch device have abnormalities is fed back to the operator device so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy. The above method can improve the quality of the customer's current call service and prevent the problem of network capacity reduction.

[0044] See also Figure 1 , which is a schematic diagram of the interaction between a contact center, operator equipment, and a user terminal according to an embodiment of the present invention.

[0045] The user terminal 10 is connected to the contact center 30 via the operator equipment 20 .

[0046] It should be noted that the internet access strategy between user terminal 10 and operator equipment 20 requires access from multiple public network addresses of multiple operators. Services are differentiated based on the operator's public network address and port number, and then converted to the corresponding intranet address for backend services. For operator dedicated lines or Session Initiation Protocol (SIP) trunk lines, dual-line access is used in the external connection areas of the head office and branches, and operators are required to use designated addresses in the external connection areas to distinguish between regions and service types.

[0047] Based on the application architecture shown above, the specific structure of the contact center 30 is shown in the embodiment of the present invention, such as Figure 2 shown.

[0048] The contact center 30 includes a plurality of seat centers 31 , including a seat center 311 , a seat center 312 . . . , and a seat center 31N, where N is a positive integer greater than or equal to 1, and is generally 3.

[0049] Each agent center 31 has a main soft switch device 301 and a backup soft switch device 302 corresponding to the main soft switch device.

[0050] It should be noted that each of the main soft switch devices 301 has a corresponding backup soft switch device 302 .

[0051] Each agent center 31 further includes a voice gateway 303, wherein there are multiple voice gateways 303. The voice gateway 303 is a dual-active gateway.

[0052] The operator equipment 20 is connected to multiple main soft switch devices 301 through the voice gateway 303 of each seat center 31.

[0053] In a specific implementation, each province where a voice gateway 303 is deployed has a primary softswitch 301 and a backup softswitch 302 located at the head office. Each province is equipped with two active and standby voice gateways 303, known as dual-active voice gateways, each connected to the primary and backup softswitch devices at each agent center. Each provincial voice gateway 303 connects to the carrier equipment 20 network via a PRI trunk, converting incoming analog audio signals into digital VOIP signals.

[0054] It should be noted that the voice gateway 303 can also be interconnected with soft switch equipment in other agent centers through the IP network. Signaling is based on the H.248 protocol, and media is based on the RTP protocol.

[0055] Optionally, the operator device 20 is also connected to multiple backup soft switch devices 302 through the voice gateway 303 of each seat center 31.

[0056] Optionally, each agent center 31 further includes a session initiation proxy sipproxy 304 , a contact center self-service voice module 305 and a contact center routing control module 306 .

[0057] In a specific implementation, the main soft switch device 301 and the backup soft switch device 302 corresponding to the main soft switch device in each seat center 31 are connected to the session initiation proxy terminal sipproxy304 through the session initiation protocol SIP, so as to connect to the contact center self-service voice module 305 and the contact center routing control module 306.

[0058] It should be noted that the contact center self-service voice module 305 may be an interactive voice response (IVR); and the contact center routing control module 306 may be a computer telephony integration (CTI).

[0059] In the embodiment of the present invention, each agent center 31 is connected to the session initiation proxy sipproxy 304 of other agent centers 31 via its own primary softswitch device 301 and backup softswitch device 302 via the session initiation protocol SIP.

[0060] It should be noted that the operator device 20 may be a device managed by various operators, and there may be multiple operators.

[0061] Optionally, the connection between the voice gateway 303, or the main / backup soft switch devices can be based on classifying the same type of lines of the head office and branches into the same relay group, that is, connecting the voice gateway 303 and the main soft switch device 301 and the backup soft switch device 302 of each seat center 31 through the relay group.

[0062] It should be noted that the master / backup soft switch devices refer to the master soft switch device 301 and the backup soft switch device 302 .

[0063] In practice, trunk groups offer two connection methods. The first, local branch access, involves using two or more carrier lines as trunk lines, connecting carrier equipment to two local voice gateways at the branch. During access, ports are evenly assigned to different slots and cable interfaces on different devices, facilitating connection to the primary and backup softswitches via the voice gateways.

[0064] It should be noted that the first access method requires independent transmission equipment on the operator side, dual routing and dual direction on the central office side, and Class 95 numbers must be switchable between different operators.

[0065] The second type of centralized access at the head office involves connecting two or more carriers to two local voice gateways at the branch. During access, ports are evenly distributed to different slots and cable interfaces on different devices.

[0066] It's important to note that the second access method requires independent carrier-side transmission equipment and dual routing and direction at the central office. For inter-regional access, 400-type numbers must be from the same carrier, and carriers can adjust their national allocation strategies based on user needs. Applications for multiple 8-digit numbers are also supported for service identification.

[0067] The process of implementing call processing based on the application architecture shown above includes:

[0068] If the contact center 30 determines that the main soft switch device in any seat center 31 has a fault, it determines whether the backup soft switch device 302 corresponding to the main soft switch device 301 is normal; if it is normal, the incoming call information sent by the operator device 20 through the voice gateway 303 is connected to the backup soft switch device 302 corresponding to the main soft switch device 301.

[0069] Optionally, when the user terminal 10 makes a call through the operator, the incoming call information corresponding to the call of the operator device 20 is sent to the main soft switch device 301 through the voice gateway 303; when the contact center 30 determines that the main soft switch device in any agent center 31 receives the incoming call information sent by the operator device 20 through the voice gateway 303, it analyzes the incoming call information and determines the target relay group, incoming route and outgoing route for processing the operator traffic corresponding to the call information; the operator traffic corresponding to the incoming call information is processed according to the target relay group, incoming route and outgoing route, and it is determined that the operator traffic completes the incoming call.

[0070] In an embodiment of the present invention, when any main soft switch device fails, it is not necessary to stop the customer's business. It is directly possible to determine whether the backup soft switch device corresponding to the main soft switch device is normal. If it is normal, the incoming call information sent by the operator device through the voice gateway is connected to the backup soft switch device corresponding to the main soft switch device so that the backup soft switch device can process the incoming call information. If it is determined that the backup soft switch device under the same agent center has a fault, the information that both the main soft switch device and the corresponding backup soft switch device have abnormalities is fed back to the operator device so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy. The above method can improve the quality of the customer's current call service and prevent the problem of network capacity reduction.

[0071] See also Figure 3 , is a flow chart of a call processing method according to an embodiment of the present invention, the method comprising:

[0072] Step S301: Detecting whether a main soft switch device under the contact center is faulty. If it is determined that the main soft switch device is faulty, executing step S302. If it is determined that the main soft switch device is not faulty, determining that the contact center can provide call services to customers at this time.

[0073] In the specific implementation of step S301, whether the main soft switch device of each seat center under the contact center is faulty is detected in real time. If it is determined that the main soft switch device is faulty, step S302 is executed. If it is determined that the main soft switch device is not faulty, it is determined that the contact center can provide call services to customers at this time.

[0074] Step S302: Determine whether the standby soft switch device corresponding to the main soft switch device is normal. If it is normal, execute step S303; if it is abnormal, execute step S304.

[0075] In the specific implementation of step S302, it is checked whether the backup soft switch device under the same seat center is faulty. If it is determined that the backup soft switch device under the same seat center is not faulty, step S303 is executed. If it is determined that the backup soft switch device under the same seat center is faulty, step S304 is executed.

[0076] Step S303: The incoming call information sent by the operator device through the voice gateway is connected to the backup soft switch device corresponding to the main soft switch device.

[0077] In the specific implementation of step S303, the original traffic of the main soft switch device is automatically distributed to the backup soft switch device of the seat center.

[0078] Step S304: Feedback the information that both the primary softswitch device and the corresponding backup softswitch device are abnormal to the operator device, so that the operator device can connect the traffic to other primary softswitch devices according to the traffic distribution strategy.

[0079] In the specific implementation of step S304, the information that both the main soft switch device and the corresponding backup soft switch device have abnormalities is fed back to the operator device, so that the operator can automatically switch the traffic to the positive line, that is, the main soft switch device of other seat centers based on the operator device according to the traffic distribution strategy.

[0080] In the embodiment of the present invention, in order to avoid the problem of line capacity reduction, the line capacity of the head office and branches can be adjusted according to the requirements of the business departments to achieve a balance between business and operating costs.

[0081] In an embodiment of the present invention, when any main soft switch device fails, it is not necessary to stop the customer's business. It is directly possible to determine whether the backup soft switch device corresponding to the main soft switch device is normal. If it is normal, the incoming call information sent by the operator device through the voice gateway is connected to the backup soft switch device corresponding to the main soft switch device so that the backup soft switch device can process the incoming call information. If it is determined that the backup soft switch device under the same agent center has a fault, the information that both the main soft switch device and the corresponding backup soft switch device have abnormalities is fed back to the operator device so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy. The above method can improve the quality of the customer's current call service and prevent the problem of network capacity reduction.

[0082] Based on the call processing method shown in the above embodiment of the present invention, the method includes the following steps:

[0083] Step S11: Detecting whether a primary soft switch device and a backup soft switch device of a seat center under the contact center are faulty or whether a core module of the seat center is faulty. If all primary soft switches and backup soft switches of a seat center are faulty and / or the core module of the seat center is faulty, executing step S12; if all primary soft switches and backup soft switches of a seat center are faulty and / or the core module of the seat center is not faulty, determining that the contact center can provide call services to customers at this time.

[0084] It should be noted that core modules refer to modules pre-set by technical personnel that can affect the normal operation of the contact center.

[0085] Step S12: switching all services under the seat center to the target seat center based on the preset switching script.

[0086] In step S12, the target seat center refers to a seat center in a normal working state.

[0087] In the specific implementation of step S12, the service node switching is triggered, and the faulty service node, that is, all services corresponding to the faulty agent center, are switched to other multi-active agent centers through the switching script.

[0088] In this embodiment of the present invention, a system detects whether a primary or backup softswitch in an agent center under a contact center has a fault, or whether a core module in that agent center has a fault. If all primary or backup softswitches in a particular agent center have a fault, and / or the core module in that agent center has a fault, all services in that agent center are switched to a target agent center based on a pre-set switching script. This approach improves the quality of current customer call service and prevents network capacity reduction.

[0089] The call processing method according to the embodiment of the present invention includes the following steps when the contact center operates normally:

[0090] Step S21: Detect whether any of the voice gateways receives an incoming call sent by the operator's device. When any of the voice gateways receives an incoming call sent by the operator's device, execute step S22. If not, continue to execute step S21.

[0091] In the process of implementing step S21, it is detected in real time whether any of the voice gateways receives the incoming call sent by the operator equipment. When any of the voice gateways receives the incoming call information sent by the operator equipment, step S22 is executed. If not detected, step S21 is continued.

[0092] Step S22: Analyze the incoming call information to determine a target trunk group, an incoming route, and an outgoing route for processing the operator's traffic corresponding to the call information.

[0093] It should be noted that the specific process of implementing step S22 includes the following steps:

[0094] Step S31: determining a target trunk group for processing the operator's traffic corresponding to the call information according to the marked area corresponding to the called number in the incoming call information, the carried service requirements, and the calling / called numbers.

[0095] It should be noted that trunk groups are categorized into one-way outgoing, one-way incoming, and two-way trunk groups based on their purpose. Lines of the same type at the head office and branches are grouped into the same trunk group, and labeled with information such as the region, service, purpose, and call direction. If there are multiple softswitches locally, the trunk groups are numbered based on the softswitches.

[0096] In the specific implementation of step S31, according to the marked area corresponding to the called number in the incoming call information, the carried service requirements and the calling / called number, the corresponding trunk group is searched and set as the target trunk group.

[0097] It should be noted that the number of target relay groups can be one or more.

[0098] Step S32: Based on the service requirements carried in the incoming call information, the calling / called number is analyzed to determine the incoming route.

[0099] In step S32, the incoming route selection includes one-way incoming and two-way trunk group incoming selection.

[0100] In the specific implementation of step S32, the calling and called numbers are analyzed according to the service requirements carried in the incoming call information, and the main and backup calling numbers are changed and the incoming routing is performed according to the service requirements.

[0101] Step S33: Analyze the basic information and calling / called numbers corresponding to the primary softswitch device or the backup softswitch device to determine the corresponding outgoing route.

[0102] In the specific implementation of step S33, the primary / backup soft switch device of the corresponding seat center is selected for outgoing call. That is, the voice gateway line in the first seat center is first selected. If the line fails or is full, the next alternative seat center detour route is selected for outgoing call until the final voice gateway line is determined. Then, the outgoing route for the corresponding service is selected based on the primary / backup soft switch device connected to the voice gateway line, the calling number, and the called number.

[0103] It should be noted that the outgoing route is used to indicate the interactive voice response (IVR) and computer telephony integration (CTI) of the target area that the soft switch device needs to call.

[0104] Step S23: Processing the operator traffic corresponding to the incoming call information according to the target relay group, incoming route, and outgoing route, and determining whether the operator traffic completes the incoming call.

[0105] In the specific implementation of step S23, the target relay group is connected according to the incoming route, and the master / standby soft switch device corresponding to the relay group is connected through the target relay group; the master / standby soft switch device determines the application that can handle the operator's traffic according to the outgoing route to determine that the operator's traffic completes the incoming call.

[0106] Optionally, when a call service is conducted through any IVR and CTI, the IVR and CTI send the call service to any primary / backup soft switch device through the agent end; when any of the primary / backup soft switch devices receives an outgoing call service, the area code information corresponding to the called number is determined based on the called number corresponding to the outgoing call service; the primary / backup soft switch device calls the outgoing call information out to the user terminal through the corresponding outgoing relay group through the voice gateway and the operating network corresponding to the operator device based on the area code information corresponding to the called number, so as to determine that the outgoing call is completed.

[0107] In an embodiment of the present invention, when any of the voice gateways receives an incoming call message sent by the operator device, it analyzes the incoming call message and determines a target relay group, incoming route, and outgoing route for processing the operator's call traffic corresponding to the call message. The operator's call traffic corresponding to the incoming call message is processed based on the target relay group, incoming route, and outgoing route, and the operator's call traffic is determined to complete the incoming call. This approach allows the customer's current call to be correctly completed.

[0108] In order to better understand the call processing method shown in the above embodiment of the present invention, Figures 4 to 9 The application structure is illustrated with an example. For details, see the following process.

[0109] like Figure 4As shown, during normal operation of the contact center, when the voice gateway ZXMSQ10-MGW at receiving location C1 receives an incoming call message a from the operator's equipment, it can search for the corresponding trunk group 1 and trunk group 2 based on the called number's corresponding marked area, the service requirements carried, and the calling / called numbers in the incoming call message a. Trunk group 1 is used to connect to the active and standby SS soft switches at location A, and trunk group 2 is used to connect to the active and standby SS soft switches at location B.

[0110] Based on the service requirements carried in the incoming call information, the calling and called numbers are analyzed separately, and the primary and backup calling numbers are changed according to the service requirements, and the incoming call route is determined to be a one-way incoming call. Based on the basic information corresponding to the primary or backup softswitch device and the calling and called numbers, the corresponding outgoing call route is determined. The outgoing call route is used to connect to the IVR and CTI of location A through the proxy end sipproxy.

[0111] At this time, the voice gateway ZXMSQ10-MGW at location C1 can connect to the active and standby SS soft switch devices at location A corresponding to the one-way incoming connection relay group 1; the active and standby SS soft switch devices at location A then connect to the IVR and CTI at location A through the proxy sipproxy according to the outgoing route, so as to process the application of the operator's call through the IVR and CTI at location A to determine that the operator's call completes the incoming call.

[0112] Alternatively, the voice gateway ZXMSQ10-MGW at location C1 can connect to the active / standby SS soft switch device at location B corresponding to the one-way incoming connection relay group 2; the active / standby SS soft switch device at location B then connects to the IVR and CTI at location A through the proxy sipproxy according to the outgoing route to process the operator traffic through the IVR and CTI at location A to ensure that the operator traffic completes the incoming call.

[0113] like Figure 5 As shown, combined Figure 5 In the call processing process shown, if it is determined that both the primary and backup SS soft switch devices at location A have an abnormality 1, the voice gateway ZXMSQ10-MGW at location C1 can connect to the primary and backup SS soft switch devices at location B corresponding to the relay group 2 based on the one-way incoming connection; the primary and backup SS soft switch devices at location B then connect to the IVR and CTI at location A through the proxy end sipproxy according to the outgoing route to process the operator traffic through the IVR and CTI at location A to determine that the operator traffic completes the incoming call.

[0114] like Figure 6 As shown, combined Figure 5In the call processing process shown, if it is determined that both the primary and backup SS soft switching devices at location A have exception 2, and exception 2 indicates that the IVR and CTI at location A are also unable to handle the operator's call traffic at this time, the voice gateway ZXMSQ10-MGW at location C1 can connect to the primary and backup SS soft switching devices at location B corresponding to the connection relay group 2 according to the one-way incoming connection relay group 2; the primary and backup SS soft switching devices at location B then connect to the IVR and CTI at location B through the proxy end sipproxy according to the outgoing route to process the operator's call traffic through the IVR and CTI at location B to determine that the operator's call traffic completes the incoming call.

[0115] like Figure 7 As shown, when a call service is made through the IVR and CTI of location A, the IVR and CTI of location A send the call service to the active / standby SS soft switch device of location A, or the active / standby SS soft switch device of location B, through the proxy end sipproxy; when the active / standby SS soft switch device of location A, or the active / standby SS soft switch device of location B receives an outgoing call service, the area code information corresponding to the called number is determined according to the called number corresponding to the outgoing call service; the active / standby soft switch device calls the outgoing call information out to the user terminal through the corresponding outgoing relay group through the voice gateway ZXMSQ10-MGW of location C1 and the location C1 operating network corresponding to the operator equipment according to the area code information corresponding to the called number, so as to determine that the outgoing call is completed.

[0116] like Figure 8 As shown, combined Figure 7 The call processing process shown is that if it is determined that both the primary and backup SS soft switching devices at location A have an abnormality 1, the IVR and CTI at location A will send the call service to the primary and backup SS soft switching devices at location B through the proxy sipproxy; when the primary and backup SS soft switching devices at location A receive the outgoing service, they determine the area code information corresponding to the called number based on the called number corresponding to the outgoing service; the primary / backup soft switching devices will call the outgoing information outbound through the corresponding outgoing relay group through the voice gateway ZXMSQ10-MGW at location C1 and the location C1 operating network corresponding to the operator equipment based on the area code information corresponding to the called number to the user terminal to determine that the outgoing call is completed.

[0117] like Figure 9As shown, if it is determined that both the primary and backup SS soft switching devices at location A have abnormality 2, when a call service is made through the IVR and CTI at location B, the IVR and CTI at location B send the call service to the primary and backup SS soft switching devices at location B through the proxy sipproxy; when the primary and backup SS soft switching devices at location B receive the outgoing service, they determine the area code information corresponding to the called number based on the called number corresponding to the outgoing service; the primary / backup soft switching devices call the outgoing information outbound through the corresponding outgoing relay group through the voice gateway ZXMSQ10-MGW at location C1 and the location C1 operating network corresponding to the operator equipment to the user terminal based on the area code information corresponding to the called number, so as to determine that the outgoing call is completed.

[0118] Based on the above Figures 7 to 9 The method shown, when performing outgoing calls, if there is a single node failure, that is, when both a master / backup soft switch device fails, the call will be terminated from another platform node device, that is, other master / backup soft switch devices.

[0119] In an embodiment of the present invention, during an incoming or outgoing call, the system detects whether a primary or backup softswitch device in an agent center under the contact center has a fault, or whether a core module in the agent center has a fault. If all primary and backup softswitch devices in a particular agent center have a fault, and / or the core module in the agent center has a fault, all services in the agent center are switched to a target agent center based on a preset switching script. This allows the system to handle calls from other primary or backup softswitch devices if both the primary and backup softswitch devices fail, ensuring that both incoming and outgoing calls remain unaffected.

[0120] Based on the call processing method shown in the above embodiment of the present invention, the embodiment of the present invention also discloses a call processing device, such as Figure 10 FIG. 1 is a schematic diagram of a structure of a call processing device according to an embodiment of the present invention, the device comprising:

[0121] The determination unit 1001 is configured to determine whether a backup soft switch device corresponding to the primary soft switch device is normal if it is determined that the primary soft switch device has a fault, and if so, execute the access unit.

[0122] The access unit 1002 is configured to connect the incoming call information sent by the operator device through the voice gateway to the backup soft switch device corresponding to the main soft switch device.

[0123] Optionally, the access unit 1002 is further configured to:

[0124] If it is determined that the backup soft switch device corresponding to the main soft switch device is abnormal, the information that both the main soft switch device and the corresponding backup soft switch device are abnormal is fed back to the operator device so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy.

[0125] It should be noted that the specific principles and execution processes of each unit in the call processing device disclosed in the above embodiment of the present application are the same as the call processing method implemented in the above application. Please refer to the corresponding parts of the call processing method disclosed in the above embodiment of the present application, and no further details will be given here.

[0126] In an embodiment of the present invention, when any main soft switch device fails, it is not necessary to stop the customer's business. It is directly possible to determine whether the backup soft switch device corresponding to the main soft switch device is normal. If it is normal, the incoming call information sent by the operator device through the voice gateway is connected to the backup soft switch device corresponding to the main soft switch device so that the backup soft switch device can process the incoming call information. If it is determined that the backup soft switch device under the same agent center has a fault, the information that both the main soft switch device and the corresponding backup soft switch device have abnormalities is fed back to the operator device so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy. The above method can improve the quality of the customer's current call service and prevent the problem of network capacity reduction.

[0127] Based on the call processing device shown in the embodiment of the present invention, the call processing device further includes:

[0128] The service switching module is used to switch all services under a seat center to a target seat center based on a preset switching script if a core module of a seat center fails. The target seat center refers to a seat center in normal working condition.

[0129] In this embodiment of the present invention, a system detects whether a primary or backup softswitch in an agent center under a contact center has a fault, or whether a core module in that agent center has a fault. If all primary or backup softswitches in a particular agent center have a fault, and / or the core module in that agent center has a fault, all services in that agent center are switched to a target agent center based on a pre-set switching script. This approach improves the quality of current customer call service and prevents network capacity reduction.

[0130] Based on the call processing device shown in the embodiment of the present invention, the call processing device further includes:

[0131] The incoming call processing unit is used to analyze the incoming call information sent by the operator equipment based on any of the voice gateways to determine the target relay group, incoming route and outgoing route for processing the operator traffic corresponding to the call information; process the operator traffic corresponding to the incoming call information according to the target relay group, incoming route and outgoing route, and determine that the operator traffic completes the incoming call.

[0132] Optionally, analyzing the incoming call information to determine a target trunk group, an incoming route, and an outgoing route for processing the operator's traffic corresponding to the call information is specifically configured to:

[0133] Determine the target relay group for processing the operator's traffic corresponding to the call information based on the marked area corresponding to the called number in the incoming call information, the business requirements carried, and the calling / called numbers; determine the incoming route based on the business requirements carried by the incoming call information; and determine the corresponding outgoing route based on the basic information and the calling / called numbers corresponding to the main soft switch device or the backup soft switch device.

[0134] In an embodiment of the present invention, when any of the voice gateways receives an incoming call message sent by the operator device, it analyzes the incoming call message and determines a target relay group, incoming route, and outgoing route for processing the operator's call traffic corresponding to the call message. The operator's call traffic corresponding to the incoming call message is processed based on the target relay group, incoming route, and outgoing route, and the operator's call traffic is determined to complete the incoming call. This approach allows the customer's current call to be correctly completed.

[0135] The embodiment of the present invention also discloses an electronic device for running a database storage process, wherein the above-mentioned Figures 3 to 9 Public call handling methods.

[0136] The embodiment of the present invention also discloses a computer storage medium, wherein the storage medium includes a storage database storage process, wherein when the database storage process is running, the device where the storage medium is located is controlled to execute the above Figures 3 to 9 Public call handling methods.

[0137] Each embodiment in this specification is described in a progressive manner. The same or similar parts between the embodiments can be referred to each other. Each embodiment focuses on the differences from other embodiments. In particular, for system or system embodiments, since they are basically similar to method embodiments, the description is relatively simple. For relevant parts, refer to the partial description of the method embodiment. The system and system embodiments described above are merely schematic, wherein the units described as separate components may or may not be physically separated, and the components displayed as units may or may not be physical units, that is, they may be located in one place, or they may be distributed on multiple network units. Some or all of the modules can be selected according to actual needs to achieve the purpose of the solution of this embodiment. A person of ordinary skill in the art can understand and implement it without expending creative work.

[0138] Professionals may further appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of the two. In order to clearly illustrate the interchangeability of hardware and software, the above description has generally described the components and steps of each example according to their functions. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professionals and technicians may use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of the present invention.

[0139] The above description of the disclosed embodiments is intended to enable one skilled in the art to implement or use the present invention. Various modifications to these embodiments will be readily apparent to one skilled in the art, and the general principles defined herein may be implemented in other embodiments without departing from the spirit or scope of the present invention. Therefore, the present invention is not limited to the embodiments shown herein but is intended to conform to the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A call processing method, characterized in that: The method is applied to a contact center, which includes multiple seat centers, each of which includes multiple main soft switch devices and backup soft switch devices. Each main soft switch device has a corresponding backup soft switch device. Operator equipment is connected to the main soft switch device through a voice gateway in each seat center. The method includes: If it is determined that the main soft switch device has a fault, determining whether the backup soft switch device corresponding to the main soft switch device is normal; If normal, the incoming call information sent by the operator device through the voice gateway is connected to the backup soft switch device corresponding to the main soft switch device; If it is determined that the backup soft switch device corresponding to the main soft switch device is abnormal, the information that both the main soft switch device and the corresponding backup soft switch device are abnormal is fed back to the operator device, so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy; If a core module of a certain agent center fails, all services under the agent center will be switched to the target agent center based on a preset switching script. The target agent center refers to an agent center in normal working condition.

2. The method according to claim 1, characterized in that Also includes: When any of the voice gateways receives an incoming call message sent by the operator device, the gateway analyzes the incoming call message and determines a target trunk group, an incoming route, and an outgoing route for processing the operator traffic corresponding to the incoming call message; The operator traffic corresponding to the incoming call information is processed according to the target relay group, the incoming route, and the outgoing route, and the operator traffic is determined to complete the incoming call.

3. The method according to claim 2, characterized in that The analyzing, based on the incoming call information, determining a target relay group, an incoming route, and an outgoing route for processing the operator traffic corresponding to the incoming call information includes: Determine a target trunk group for processing the operator traffic corresponding to the incoming call information based on the marked area corresponding to the called number in the incoming call information, the service requirements carried, and the calling / called number; Analyze the calling / called number based on the service requirements carried in the incoming call information and determine the incoming route; The corresponding outgoing route is determined by analyzing the basic information and calling / called numbers corresponding to the main soft switch device or the standby soft switch device.

4. A call processing device, characterized in that: The device is applied to a contact center, which includes multiple seat centers, each of which includes multiple main soft switch devices and backup soft switch devices. Each main soft switch device has a corresponding backup soft switch device. The operator equipment is connected to the main soft switch device through the voice gateway of each seat center. The device includes: A determination unit, configured to determine whether a backup soft switch device corresponding to the main soft switch device is normal if it is determined that the main soft switch device has a fault, and if so, execute the access unit; An access unit, configured to connect the incoming call information sent by the operator device through the voice gateway to the standby soft switch device corresponding to the main soft switch device; The access unit is further configured to: If it is determined that the backup soft switch device corresponding to the main soft switch device is abnormal, the information that both the main soft switch device and the corresponding backup soft switch device are abnormal is fed back to the operator device, so that the operator device can connect the traffic to other main soft switch devices according to the traffic distribution strategy; The service switching module is used to switch all services under a seat center to a target seat center based on a preset switching script if a core module of a seat center fails. The target seat center refers to a seat center in normal working condition.

5. An electronic device, characterized in that: The electronic device includes a processor and a memory, wherein the memory is used to store program codes and data for call processing, and the processor is used to call program instructions in the memory to execute the call processing method according to any one of claims 1 to 3.

6. A computer storage medium, characterized in that The storage medium includes a stored program, wherein when the program is running, the device where the storage medium is located is controlled to execute the call processing method according to any one of claims 1 to 3.

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