Network Intelligent Routing Center Dynamic Call Distribution
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Solution Overview
Problem
Existing network call center systems fail to route network calls flexibly based on equipment occupation rates and service demands, leading to inefficient distribution of network calls and decreased quality of service.
Innovation Solution
A method for routing network calls in a network call center that determines the destination sub call center based on service capacity parameters such as put-through rates and call losses, using a cyclic moving window algorithm to calculate these parameters and prioritize sub call centers with higher put-through rates or lower call loss rates, and allows sub call centers to register in shared equipment groups for proportional traffic distribution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a predetermined sub call center is taken as the destination sub call center, then the routing process is simple, but the routes are not properly distributed and flexibility is lost
Solution Approach 1:
The patent implements dynamic routing by allowing sub call centers to register in shared equipment groups and using real-time service capacity parameters (equipment occupation rates, put-through rates) to determine destination sub call centers. This replaces the static predetermined routing with a dynamic selection mechanism that adapts to current system state, resolving the contradiction between operational simplicity and routing flexibility.
2Productivity
If destination sub call center is acquired based on equipment occupation rates, then capacity-based distribution is achieved, but different service demands (put-through rate guarantees, proportional distribution) cannot be met
Solution Approach 1:
The patent applies local quality by implementing service-specific routing parameters. Different services can have different requirements (put-through rate guarantees, proportional distribution ratios) that are applied locally to each service type rather than using a uniform equipment occupation rate criterion for all services. This allows the system to meet diverse service demands while maintaining efficient call distribution.
Solution Approach 2:
The patent changes the routing parameters from a single equipment occupation rate metric to multiple service capacity parameters including put-through rates and proportional distribution ratios. These parameter changes enable the system to accommodate different service demands by adjusting which parameters are used for routing decisions based on the specific service requirements.
3Measurement precision
If sub call centers report put-through call numbers and call losses periodically, then accurate service capacity parameters are obtained, but system complexity and communication overhead increase
Solution Approach 1:
The patent implements a feedback mechanism where sub call centers periodically report put-through call numbers and call losses to the NIRC. This feedback loop enables the system to calculate accurate real-time service capacity parameters (put-through rates) that are then used for routing decisions. The periodic reporting balances measurement accuracy with system complexity by updating information at appropriate intervals rather than continuously.
Data Source
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AI summary
A method for routing a network call includes receiving a network call routing request from a requesting sub call center; determining a destination sub call center based on traffic distribution proportions for a network call service, in which the network call service corresponds to the received network call routing request, or determining a destination sub call center based on service capacity parameters of multiple sub call centers corresponding to the network call service, and forwarding the network call routing request to the determined destination sub call center for a call process. A network call center is also disclosed that includes multiple sub call centers and a Network Intelligent Routing Center (NIRC), in which the NIRC is used for receiving a network call routing request, determining the destination sub call and forwarding the received network call routing request to the determined destination sub call center.