CN101330544B - Method for implementing multi-center virtual integration of passenger service system - Google Patents

Abstract

Translated fromChinese

本发明的客服系统多中心虚拟一体化的实现方法通过智能资源控制中心，实现了平台中心与话务中心两个层面的资源共享与互为应急备份功能，将各相互独立的平台中心与话务中心“孤岛”改造成逻辑上一体的客服系统，实现了IVR、话务资源根据平台负荷、设备运行情况自动进行跨平台跨地区动态调度的功能。另外，该方法利用少量扩容资源构建成第三客服平台，将原第一、第二客服平台的备份资源释放出来而转为主用资源，既达到为第一、第二客服系统应急备份的目的，又充分发挥了作为备份资源的第三客服平台的经济效益；在座席资源的多中心虚拟一体化中，突破传统的双中心独立运营模式，形成双中心协作运营的模式。

The multi-center virtual integration method of the customer service system of the present invention realizes resource sharing and mutual emergency backup functions of the platform center and the call center through the intelligent resource control center, and integrates each independent platform center and call center. The "isolated island" of the center is transformed into a logically integrated customer service system, which realizes the function of automatic cross-platform and cross-regional dynamic scheduling of IVR and traffic resources according to platform load and equipment operation status. In addition, this method uses a small amount of expansion resources to build a third customer service platform, and releases the backup resources of the original first and second customer service platforms and turns them into primary resources, which not only achieves the purpose of emergency backup for the first and second customer service systems , and give full play to the economic benefits of the third customer service platform as a backup resource; in the multi-center virtual integration of agent resources, it breaks through the traditional dual-center independent operation mode and forms a dual-center collaborative operation mode.

Description

Translated fromChinese

一种客服系统多中心虚拟一体化的实现方法A realization method of multi-center virtual integration of customer service system

技术领域technical field

本发明属电信运营支撑系统客户服务子系统领域。 The invention belongs to the field of the customer service subsystem of the telecommunication operation support system. the

背景技术Background technique

为追求卓越的服务品质，中国移动江苏公司客户服务系统(以下简称客服系统)于2005年实现“3平台中心+2话务中心”模式的集中，即主平台层面，由三个异地客服平台组成，其中，第一、第二客服平台以负荷分担方式集中处理全省10086客服业务，第三客服平台集中处理全省12580及外呼业务；座席层面，10086客服座席集中于异地两个省级话务中心。随着平台与座席的集中，目前客服系统在运营中面临如下问题： In order to pursue excellent service quality, the customer service system of China Mobile Jiangsu Company (hereinafter referred to as the customer service system) realized the concentration of the "3 platform center + 2 call center" mode in 2005, that is, the main platform level, which is composed of three remote customer service platforms , among which, the first and second customer service platforms centrally handle the province-wide 10086 customer service business in a load-sharing manner, and the third customer service platform centrally handles the province-wide 12580 and outbound business; at the seat level, 10086 customer service seats are concentrated in two provincial-level offices in different places business center. With the concentration of platforms and agents, the current customer service system faces the following problems in operation: 

资源利用率问题 Resource Utilization Issues

客服系统主平台的设备资源利用率问题。由于三个客服系统平台相互独立，由于各平台业务忙时不同步造成各平台的IVR设备资源负荷忙闲不均，无法充分利用设备资源； The utilization rate of equipment resources on the main platform of the customer service system. Since the three customer service system platforms are independent of each other, the IVR equipment resource load of each platform is uneven due to the asynchronous business hours of each platform, and the equipment resources cannot be fully utilized;

话务中心的座席与人员利用率问题。在节假日或市场促销时期，客服热线人工话务量在两个集中话务中心间必然会出现不均衡的现象，由于两大话务中心独立运营，一定程度上造成了座席与人力资源的浪费及服务质量的降低； Agent and staff utilization issues in the call center. During holidays or market promotion periods, the manual traffic of the customer service hotline will inevitably be unbalanced between the two centralized call centers. Since the two call centers are operated independently, to a certain extent, it has caused a waste of seats and human resources. reduction in the quality of service;

安全性问题：主要指客服系统主平台以及话务中心抵御自然灾害等风险能力。 Security issues: mainly refers to the main platform of the customer service system and the call center's ability to resist natural disasters and other risks. the

在上述背景下，有必要研究一种客服系统多中心虚拟一体化的方法，解决面临的问题。 In the above background, it is necessary to study a method of multi-center virtual integration of customer service system to solve the problems faced. the

发明内容Contents of the invention

为了概括本发明的目的，在这里描述了本发明的某些方面、优点和新颖特征。应了解，无需所有这些方面、优点和特征包含在任一特殊的实施例中。 For purposes of summarizing the invention, certain aspects, advantages and novel features of the invention are described herein. It should be understood that not all such aspects, advantages and features need be included in any particular embodiment. the

为了弥补现有技术的不足，本发明提出了一种客服系统多中心虚拟一体化的方法，其技术方案是： In order to make up for the deficiencies in the prior art, the present invention proposes a method for multi-center virtual integration of customer service systems, and its technical solution is:

一种客服系统多中心虚拟一体化的实现方法，它由主平台级多中心虚拟化和话务中心级多中心虚拟化实现，其中，所述主平台级多中心虚拟化是指通过智能资源控制中心统一调度分散于各平台中心的设备资源，实现平台设备资源跨平台跨地区动态调 度以及灾难情况下的平台间应急备份；所述话务中心级多中心虚拟化是指通过智能资源控制中心将至少两个相互独立的异地话务中心组成逻辑一体的话务中心，实现异地话务中心之间话务量动态调度以及异地话务中心相互容灾备份。 A method for realizing multi-center virtual integration of a customer service system, which is realized by main platform-level multi-center virtualization and call center-level multi-center virtualization, wherein the main platform-level multi-center virtualization refers to intelligent resource control The center uniformly dispatches the equipment resources scattered in each platform center to realize the cross-platform cross-regional dynamic dispatch of platform equipment resources and the emergency backup between platforms in case of disaster; the multi-center virtualization at the call center level refers to At least two mutually independent remote call centers are formed into a logically integrated call center to realize dynamic scheduling of traffic between remote call centers and mutual disaster recovery and backup of remote call centers. the

上述智能资源控制中心包括： The above intelligent resource control center includes:

共享池管理：统一管理各平台的后备资源，供资源调度Agent统一调度分配； Shared pool management: Unified management of the backup resources of each platform for unified scheduling and allocation by the resource scheduling Agent;

规则管理：用于设置各种调度规则； Rule management: used to set various scheduling rules;

资源调度Agent：负责定期向资源检测Agent发送握手消息，收集各平台的并发呼叫数、并发座席数等负载信息，以及CTI、IVR等资源的运行状态，并根据规则在必要时负责向各平台资源管理Agent发出资源调度、话务切换等控制指令； Resource Scheduling Agent: Responsible for regularly sending handshake messages to the resource detection Agent, collecting load information such as the number of concurrent calls and concurrent seats on each platform, as well as the operating status of resources such as CTI and IVR, and responsible for sending resources to each platform when necessary according to the rules The management agent issues control commands such as resource scheduling and traffic switching;

资源管理Agent：部署于各平台CTI控制服务器，负责接收资源调度Agent发出的调度、切换指令并执行之，通过修改CTI控制服务器资源配置文件完成资源的调度、话务的切换、数据库调用请求的切换； Resource Management Agent: deployed on the CTI control server of each platform, responsible for receiving and executing the scheduling and switching instructions issued by the resource scheduling Agent, and completing resource scheduling, traffic switching, and database call request switching by modifying the resource configuration file of the CTI control server ;

资源检测Agent：部署于各平台CTI控制服务器，负责定期(每5分钟)采集本平台有关并发呼叫数、并发座席数等数据并上报资源调度Agent。 Resource detection Agent: Deployed on the CTI control server of each platform, it is responsible for periodically (every 5 minutes) collecting data about the number of concurrent calls and concurrent seats of the platform and reporting it to the resource scheduling Agent. the

上述平台设备资源跨平台跨地区动态调度具体步骤： Specific steps for cross-platform and cross-regional dynamic scheduling of the above-mentioned platform equipment resources:

通过智能资源控制中心中的规则设定，将各平台部分设备资源设定为共享池中后备资源，另外还可以设定用于控制动态调度的负载阈值； Through the rule setting in the intelligent resource control center, some equipment resources of each platform are set as backup resources in the shared pool, and the load threshold for controlling dynamic scheduling can also be set;

资源检测Agent定时与各平台CTI控制服务器通信，获取平台并发通话量、并发座席数等负载数据并上报资源调度Agent； The resource detection agent communicates with the CTI control server of each platform regularly, obtains load data such as the concurrent call volume of the platform, the number of concurrent seats, and reports it to the resource scheduling agent;

资源调度Agent根据各平台的负载情况，结合预先设定的规则，计算出用于分配至高负载平台的后备资源并向各平台资源管理Agent发出资源调度指令； The resource scheduling agent calculates the backup resources for allocation to the high-load platform according to the load conditions of each platform, combined with the preset rules, and sends resource scheduling instructions to the resource management agent of each platform;

各平台的资源管理Agent将资源调度指令中分配的后备资源信息写入各平台CTI控制服务器配置库中并动态加载之； The resource management agent of each platform writes the backup resource information allocated in the resource scheduling instruction into the CTI control server configuration library of each platform and loads it dynamically;

应用请求按更新后的配置重新分配设备资源。 The app requests reallocation of device resources according to the updated configuration. the

上述灾难情况下的平台间应急备份具体步骤： Specific steps for inter-platform emergency backup in the above disaster situations:

第一客服平台所连关口局修改话务路由至第三客服系统； The gateway office connected to the first customer service platform modifies the traffic route to the third customer service system;

在智能资源控制中心中配置规则，设置人工话务分配方式为无条件分配至第二客服系统； Configure the rules in the intelligent resource control center, and set the manual traffic allocation method as unconditional allocation to the second customer service system;

资源调度Agent根据上述设定的规则，向各平台资源管理Agent发出话务调度规则设定指令； According to the rules set above, the resource scheduling agent sends traffic scheduling rule setting instructions to each platform resource management agent;

各平台的资源管理Agent将话务调度规则写入各平台CTI控制服务器配置库中并 动态加载之； The resource management Agent of each platform writes the traffic scheduling rules into the CTI control server configuration library of each platform and loads them dynamically;

第三客服平台IVR流程将人工话务按更新后的话务规则重新路由至第二客服平台； The IVR process of the third customer service platform reroutes the manual traffic to the second customer service platform according to the updated traffic rules;

话务中心一所有座席通过备用中继连接至第二客服平台； All the seats in the call center are connected to the second customer service platform through the backup trunk;

第二客服系统将第三客服平台切换过来的话务分配给话务中心一的座席。 The second customer service system distributes the traffic switched over by the third customer service platform to the seats of the call center one. the

上述异地话务中心之间话务量动态调度具体步骤： The specific steps of the dynamic scheduling of traffic between the above-mentioned remote call centers:

在智能资源控制中心中配置调度规则，规则一、各平台普通人工话务量在本平台座席全忙时溢出至第二话务中心；规则二、对于投诉、集团业务、梦网业务等专有业务的电话全部切换至第二话务中心；规则三、对于晚间11时以后的电话切换至第二话务中心； Configure dispatching rules in the intelligent resource control center. Rule 1: The ordinary manual traffic of each platform overflows to the second call center when the agents on this platform are fully busy; Rule 2: For complaints, group business, Monternet business, etc. All business calls are switched to the second call center; Rule 3, calls after 11:00 p.m. are switched to the second call center;

资源调度Agent根据设定的调度规则，向各平台资源管理Agent发出话务调度规则设定指令； The resource scheduling agent sends traffic scheduling rule setting instructions to each platform resource management agent according to the set scheduling rules;

各平台的资源管理Agent将话务调度规则写入各平台CTI控制服务器配置库中并动态加载之； The resource management Agent of each platform writes the traffic scheduling rules into the CTI control server configuration library of each platform and loads them dynamically;

各平台IVR流程将人工话务按更新后的话务规则重新路由至指定话务中心座席。 The IVR process of each platform reroutes the manual traffic to the designated call center agent according to the updated traffic rules. the

上述异地话务中心相互容灾备份是指，如果一个话务中心，即话务中心一，因某种原因不可用时，IVR流程会判断出本平台话务中心无可用座席，根据CTI服务器配置库中的规则将人工话务自动溢出至第二客服系统，并分配至话务中心二，实现话务中心间的平滑切换，人工话务基本不会间断。 The mutual disaster recovery backup of the above-mentioned remote call centers means that if a call center, that is, call center 1, is unavailable for some reason, the IVR process will judge that there are no available seats in the call center of this platform, according to the CTI server configuration library The rules in the manual will automatically overflow the manual traffic to the second customer service system and distribute it to the second call center to realize smooth switching between call centers, and the manual traffic will basically not be interrupted. the

另一方面，本发明创造还提出了一种多中心虚拟一体化的客户服务系统，它包括主平台级多中心虚拟一体化系统、话务中心级多中心虚拟一体化系统和智能资源控制中心，其中，所述主平台级多中心虚拟一体化系统包括第一客服系统平台、第二客服系统平台、第三客服系统平台，第一、第二客服系统平台之间设备资源通过智能资源控制中心可以实现动态调度，第一、第二客服系统平台与第三客服系统平台之间的互为应急备份；所述话务中心级多中心虚拟一体化系统包括至少两个异地话务中心，异地话务中心之间通过智能资源控制中心可以实现话务量动态调度及相互容灾备份；所述智能资源控制中心包括共享池管理模块、规则管理模块、资源调度Agent模块、资源管理Agent模块、资源检测Agent模块，所述共享池管理模块：统一管理各平台的后备资源，供资源调度Agent统一调度分配；所述规则管理模块：用于设置各种调度规则；所述资源调度Agent模块：负责定期向资源检测Agent发送握手消息，收集各平台的并发呼叫数、并发座席数等负载信息，以及CTI、IVR等资源的运行状态，并 根据规则在必要时负责向各平台资源管理Agent发出资源调度、话务切换等控制指令；所述资源管理Agent模块：部署于各平台CTI控制服务器，负责接收资源调度Agent发出的调度、切换指令并执行之，通过修改CTI控制服务器资源配置文件完成资源的调度、话务的切换、数据库调用请求的切换；所述资源检测Agent模块：部署于各平台CTI控制服务器，负责定期(每5分钟)采集本平台有关并发呼叫数、并发座席数等数据并上报资源调度Agent。 On the other hand, the present invention also proposes a multi-center virtual integrated customer service system, which includes a main platform-level multi-center virtual integrated system, a call center-level multi-center virtual integrated system, and an intelligent resource control center. Wherein, the main platform-level multi-center virtual integrated system includes the first customer service system platform, the second customer service system platform, and the third customer service system platform, and the equipment resources between the first and second customer service system platforms can be controlled by the intelligent resource control center. Realize dynamic scheduling, mutual emergency backup between the first and second customer service system platforms and the third customer service system platform; the multi-center virtual integrated system of the call center level includes at least two remote call centers, and the remote call center Between the centers, the intelligent resource control center can realize traffic dynamic scheduling and mutual disaster recovery backup; the intelligent resource control center includes a shared pool management module, a rule management module, a resource scheduling Agent module, a resource management Agent module, and a resource detection Agent module, the shared pool management module: uniformly manages the backup resources of each platform for the unified scheduling and allocation of the resource scheduling Agent; the rule management module: used to set various scheduling rules; the resource scheduling Agent module: responsible for regularly sending resources Detect the handshake messages sent by the Agent, collect the load information such as the number of concurrent calls and the number of concurrent seats on each platform, and the running status of resources such as CTI and IVR, and be responsible for sending resource scheduling and traffic to the resource management Agent of each platform according to the rules when necessary Switching and other control commands; the resource management Agent module: deployed on the CTI control server of each platform, responsible for receiving and executing the scheduling and switching commands issued by the resource scheduling Agent, and completing resource scheduling and traffic by modifying the resource configuration file of the CTI control server The switch of switching, the switching of database calling request; Described resource detects Agent module: deploys in each platform CTI control server, is responsible for regularly (every 5 minutes) collects data such as this platform's relevant concurrent call number, concurrent seat number and reports resource scheduling Agent. the

本发明的有益效果： Beneficial effects of the present invention:

为避免客服系统内部各平台、话务中心业务量忙闲不均带来的资源浪费，同时提高系统安全性，中国移动江苏公司研究并在客服系统中成功应用了虚拟一体化技术，实现平台与话务中心两个层面的资源共享与互为应急备份功能，即将各相互独立的平台与话务中心“孤岛”改造成逻辑上一体的客服系统，进而实现以下功能： In order to avoid the waste of resources caused by the uneven business volume of various platforms and call centers within the customer service system, and to improve system security, China Mobile Jiangsu Company researched and successfully applied virtual integration technology in the customer service system to realize platform and The resource sharing and mutual emergency backup function of the two levels of the call center means that each independent platform and "island" of the call center will be transformed into a logically integrated customer service system, and then the following functions will be realized:

1)平台资源的多中心虚拟一体化 1) Multi-center virtual integration of platform resources

1.1)所有IVR平台设备资源能根据各平台负荷情况跨平台跨地区动态调度，充分共享设备资源； 1.1) All IVR platform equipment resources can be dynamically dispatched across platforms and regions according to the load conditions of each platform, and fully share equipment resources;

1.2)在因搬迁、意外灾难导致某一平台部分乃至全部资源不可用时，另一个平台中心能够平滑快速接管，实现异地平台间的应急备份功能； 1.2) When some or all resources of a certain platform are unavailable due to relocation or accidental disaster, another platform center can smoothly and quickly take over to realize the emergency backup function between platforms in different places;

2)座席资源的多中心虚拟一体化 2) Multi-center virtual integration of agent resources

2.1)人工话务量能够根据各话务中心忙闲程度、业务种类等多种条件在话务中心间跨平台跨地区动态调度，最大程度共享座席资源； 2.1) Manual traffic can be dynamically dispatched across platforms and regions among call centers according to various conditions such as the busyness of each call center, business type, etc., and seat resources can be shared to the greatest extent;

2.2)在因搬迁、意外灾难导致某一话务中心不可用时，话务能够动态平滑地切换至另一平台的话务中心，实现异地话务中心间相互容灾备份的功能。 2.2) When a call center is unavailable due to relocation or accidental disaster, the traffic can be dynamically and smoothly switched to the call center of another platform, realizing the mutual disaster recovery and backup function between call centers in different places. the

多中心虚拟一体化的客服系统作为通信应急保障体系的一个重要组成部分，它的建立可节省3000万元的建设投资，并且每年节省约1000万元的运营成本。该项目为困挠呼叫中心业界有关资源跨平台跨地区动态调度、平台与话务中心应急备份等难题提供了完整的解决方案，可推广应用于电信级大规模呼叫中心系统的建设。 As an important part of the communication emergency support system, the multi-center virtual integrated customer service system can save 30 million yuan in construction investment and about 10 million yuan in operating costs every year. This project provides a complete solution to the problems that plague the call center industry, such as cross-platform and cross-regional dynamic scheduling of resources, platform and call center emergency backup, and can be popularized and applied to the construction of large-scale call center systems at the carrier level. the

附图说明Description of drawings

图1为本发明实施例中多中心虚拟一体化客户服务系统示意图； Fig. 1 is a schematic diagram of a multi-center virtual integrated customer service system in an embodiment of the present invention;

图2为本发明实施例中多中心虚拟一体化客户服务系统基本原理图； Fig. 2 is the basic principle diagram of multi-center virtual integrated customer service system in the embodiment of the present invention;

图3为本发明实施例中智能资源控制中心软件功能架构图； Fig. 3 is a software functional architecture diagram of an intelligent resource control center in an embodiment of the present invention;

图4为本发明实施例中平台间应急备份示意图； Fig. 4 is a schematic diagram of emergency backup between platforms in the embodiment of the present invention;

图5为本发明实施例中话务量与节省座席数之间的对应关系图。 Fig. 5 is a diagram of the corresponding relationship between the traffic volume and the number of saved seats in the embodiment of the present invention. the

具体实施方式Detailed ways

下面结合附图和实施例对本发明进一步描述。 The present invention will be further described below in conjunction with the accompanying drawings and embodiments. the

本发明创造的目标就是在客户服务系统中研究并应用多中心虚拟一体化技术，实现多个平台中心与话务中心之间的资源共享与互为应急备份功能，即将各相互独立的平台中心与话务中心“孤岛”改造成逻辑上一体的客服系统，进而实现设备及座席资源跨平台跨地区动态调度、平台间应急、话务中心容灾等功能。 The goal of the present invention is to study and apply multi-center virtual integration technology in the customer service system, to realize resource sharing and mutual emergency backup functions between multiple platform centers and call centers, that is, each independent platform center and The "isolated island" of the call center is transformed into a logically integrated customer service system, and then realizes functions such as cross-platform and cross-regional dynamic scheduling of equipment and agent resources, emergency between platforms, and call center disaster recovery. the

多中心虚拟一体化的客户服务系统由主平台级及话务中心级两级虚拟化技术实现，其中主平台级虚拟化主要实现第一、第二客服系统平台之间设备资源的动态调度以及与第三客服系统平台之间的互为应急备份功能；话务中心级虚拟化主要实现异地话务中心之间话务量动态调度及相互容灾备份功能，具体可由图1表示。 The multi-center virtual integrated customer service system is realized by the two-level virtualization technology of the main platform level and the call center level, in which the main platform level virtualization mainly realizes the dynamic scheduling of equipment resources between the first and second customer service system platforms and The third customer service system platform is a mutual emergency backup function; call center-level virtualization mainly realizes the dynamic scheduling of traffic between remote call centers and the mutual disaster recovery backup function, which can be specifically shown in Figure 1. the

客服系统多中心虚拟一体化的原理 The principle of multi-center virtual integration of customer service system

客服系统多中心虚拟一体化是指通过集中的智能资源控制中心软件统一调度分散于各平台中心的设备资源以及各话务中心的座席资源，实现资源的全局共享以及灾难情况下的应急备份功能，其基本原理如图2所示。 The multi-center virtual integration of customer service system refers to the unified scheduling of equipment resources scattered in each platform center and agent resources of each call center through the centralized intelligent resource control center software, so as to realize the global sharing of resources and the emergency backup function in case of disaster. Its basic principle is shown in Fig. 2. the

客服系统设备资源可通过Erlang-B公式计算，座席资源可通过Erlang-C公式计算，多中心虚拟一体化可以节省一定的设备资源及座席资源，下面以座席资源为例加以证明。 The equipment resources of the customer service system can be calculated by the Erlang-B formula, and the seat resources can be calculated by the Erlang-C formula. Multi-center virtual integration can save a certain amount of equipment resources and seat resources. The following takes seat resources as an example to prove. the

首先介绍用于计算呼叫中心服务质量的Erlang-C公式： First introduce the Erlang-C formula used to calculate the service quality of the call center:

${\mathrm{<span><span>P</span>P</span>}}_{\mathrm{<span><span>c</span>c</span>}}<span><span>=</span>=</span>\frac{{\mathrm{<span><span>E</span>E.</span>}}^{\mathrm{<span><span>N</span>N</span>}}<span><span>/</span>/</span>\mathrm{<span><span>N</span>N</span>}<span><span>!</span>!</span>}{{\mathrm{<span><span>E</span>E.</span>}}^{\mathrm{<span><span>N</span>N</span>}}<span><span>/</span>/</span>\mathrm{<span><span>N</span>N</span>}<span><span>!</span>!</span><span><span>+</span>+</span><span><span>(</span>(</span>\mathrm{<span><span>1</span>1</span>}<span><span>-</span>-</span>\frac{\mathrm{<span><span>E</span>E.</span>}}{\mathrm{<span><span>N</span>N</span>}}<span><span>)</span>)</span>\underset{\mathrm{<span><span>X</span>x</span>}<span><span>=</span>=</span>\mathrm{<span><span>0</span>0</span>}}{\overset{\mathrm{<span><span>N</span>N</span>}<span><span>-</span>-</span>\mathrm{<span><span>1</span>1</span>}}{\mathrm{<span><span>\&Sigma;</span>\&Sigma;</span>}}}\frac{{\mathrm{<span><span>E</span>E.</span>}}^{\mathrm{<span><span>X</span>x</span>}}}{\mathrm{<span><span>X</span>x</span>}<span><span>!</span>!</span>}}$

参数说明： Parameter Description:

P_c——呼叫需要等待的概率。 P_c ——the probability that the call needs to wait.

E——话务强度。E＝每秒呼入话务量×平均呼叫占用时间，对客服系统而言，平均呼叫占用时间＝通话时长+事后处理时长 E——Traffic intensity. E = incoming traffic per second × average call occupation time, for the customer service system, average call occupation time = call duration + post-processing duration

N——座席数目 N - the number of seats

根据Erlang-C公式，可以推算出座席数与话务强度、15秒接通率、排队均长等服务质量指标的函数关系如下(推算过程从略)： According to the Erlang-C formula, the functional relationship between the number of seats and service quality indicators such as traffic intensity, 15-second connection rate, and average queue length can be calculated as follows (the calculation process is omitted):

根据以上公式，可设计以下表格用于计算话务强度、与接通率一定情况下的座席 数。 According to the above formula, the following table can be designed to calculate the number of seats under certain conditions of traffic intensity and connection rate. the

经过智能资源控制中心软件的虚拟一体化，将两个相互独立的异地话务中心组成逻辑一体的话务中心。根据上述计算表格，可以推算出在话务强度一定的情况，虚拟一体化的话务中心所需座席数少于独立的两个话务中心所需座席数总和，话务强度越大所节省的数席数越多，下表根据部分推算数据列出两者的对应关系： Through the virtual integration of intelligent resource control center software, two mutually independent remote call centers are formed into a logically integrated call center. According to the above calculation table, it can be deduced that in the case of a certain traffic intensity, the number of seats required by the virtual integrated call center is less than the sum of the number of seats required by the two independent call centers. The greater the traffic intensity, the saved The more seats there are, the following table lists the corresponding relationship between the two based on some estimated data:

如图5所示，为本发明实施例中话务量与节省座席数之间的对应关系图。 As shown in FIG. 5 , it is a corresponding relationship diagram between the traffic volume and the number of saved seats in the embodiment of the present invention. the

另外，由于独立的两个话务中心忙时不同步，虚拟一体化的话务中心忙时总话务量低于独立的两个话务中心忙时话务量总和，从而进一步节省了座席数。 In addition, because the two independent call centers are not synchronized when they are busy, the total traffic volume of the virtual integrated call center is lower than the sum of the busy hours of the two independent call centers, thereby further saving the number of seats . the

客服系统多中心虚拟一体化的技术方案实现 Realization of technical solution for multi-center virtual integration of customer service system

客服系统多中心虚拟一体化主要通过智能资源控制中心软件实现，该软件功能架构如图3所示。 The multi-center virtual integration of the customer service system is mainly realized through the software of the intelligent resource control center. The functional architecture of the software is shown in Figure 3. the

下面对智能资源控制中心软件各组件作一说明： The following is a description of each component of the intelligent resource control center software:

1)共享池管理：统一管理各平台的后备资源，供资源调度Agent统一调度分配； 1) Shared pool management: unified management of the backup resources of each platform for unified scheduling and allocation by the resource scheduling Agent;

2)规则管理：用于设置各种调度规则； 2) Rule management: used to set various scheduling rules;

3)资源调度Agent：负责定期(每5分钟)向资源检测Agent发送握手消息，收集各平台的并发呼叫数、并发座席数等负载信息，以及CTI、IVR等资源的运行状态，并根据规则在必要时负责向各平台资源管理Agent发出资源调度、话务切换等控制指令； 3) Resource Scheduling Agent: Responsible for periodically (every 5 minutes) sending handshake messages to the resource detection Agent, collecting load information such as the number of concurrent calls and concurrent seats on each platform, as well as the operating status of resources such as CTI and IVR, and according to the rules in the Responsible for issuing control commands such as resource scheduling and traffic switching to the resource management agents of each platform when necessary;

4)资源管理Agent：部署于各平台CTI控制服务器，负责接收资源调度Agent发出的调度、切换指令并执行之，通过修改CTI控制服务器资源配置文件完成资源的调度、话务的切换、数据库调用请求的切换； 4) Resource management Agent: deployed on the CTI control server of each platform, responsible for receiving and executing the scheduling and switching instructions issued by the resource scheduling Agent, and completing resource scheduling, traffic switching, and database call requests by modifying the resource configuration file of the CTI control server switching;

5)资源检测Agent：部署于各平台CTI控制服务器，负责定期(每5分钟)采集本平台有关并发呼叫数、并发座席数等数据并上报资源调度Agent。 5) Resource detection Agent: Deployed on the CTI control server of each platform, it is responsible for periodically (every 5 minutes) collecting data about the number of concurrent calls and concurrent seats on the platform and reporting it to the resource scheduling Agent. the

平台资源多中心虚拟一体化的实现 Realization of multi-center virtual integration of platform resources

平台设备资源主要涉及IVR资源，平台资源的虚拟一体化体现在跨平台跨地区动态调度功能及平台间相互应急两个方面。 Platform equipment resources mainly involve IVR resources, and the virtual integration of platform resources is reflected in two aspects: cross-platform and cross-region dynamic scheduling functions and mutual emergency between platforms. the

平台资源跨平台跨地区动态调度的实现方法如下： The implementation method of cross-platform and cross-regional dynamic scheduling of platform resources is as follows:

1)通过智能资源控制中心中的规则设定，将各平台部分设备资源设定为共享池中后备资源，另外还可以设定用于控制动态调度的负载阈值； 1) Through the rule setting in the intelligent resource control center, set part of the equipment resources of each platform as backup resources in the shared pool, and also set the load threshold for controlling dynamic scheduling;

2)资源检测Agent定时与各平台CTI控制服务器通信，获取平台并发通话量、并发座席数等负载数据并上报资源调度Agent； 2) The resource detection Agent regularly communicates with the CTI control server of each platform, obtains load data such as the number of concurrent calls and the number of concurrent seats on the platform, and reports it to the resource scheduling Agent;

3)资源调度Agent根据各平台的负载情况，结合预先设定的规则，计算出用于分配至高负载平台的后备资源并向各平台资源管理Agent发出资源调度指令； 3) The resource scheduling agent calculates the backup resources used to allocate to the high-load platform according to the load conditions of each platform, combined with the preset rules, and sends resource scheduling instructions to the resource management agent of each platform;

4)各平台的资源管理Agent将资源调度指令中分配的后备资源信息写入各平台CTI控制服务器配置库中并动态加载之； 4) The resource management agent of each platform writes the backup resource information allocated in the resource scheduling instruction into the CTI control server configuration library of each platform and loads it dynamically;

5)应用请求按更新后的配置重新分配设备资源； 5) The application requests to reallocate device resources according to the updated configuration;

下面以IVR通道为例计算改造前后资源需求量的对比。IVR通道数可根据如下Erlang-B公式计算： The following uses the IVR channel as an example to calculate the comparison of resource requirements before and after transformation. The number of IVR channels can be calculated according to the following Erlang-B formula:

${\mathrm{<span><span>P</span>P</span>}}_{\mathrm{<span><span>c</span>c</span>}}<span><span>=</span>=</span>\frac{{\mathrm{<span><span>E</span>E.</span>}}^{\mathrm{<span><span>N</span>N</span>}}<span><span>/</span>/</span>\mathrm{<span><span>N</span>N</span>}<span><span>!</span>!</span>}{<span><span>(</span>(</span>\mathrm{<span><span>1</span>1</span>}<span><span>-</span>-</span>\frac{\mathrm{<span><span>E</span>E.</span>}}{\mathrm{<span><span>N</span>N</span>}}<span><span>)</span>)</span>\underset{\mathrm{<span><span>X</span>x</span>}<span><span>=</span>=</span>\mathrm{<span><span>0</span>0</span>}}{\overset{\mathrm{<span><span>N</span>N</span>}<span><span>-</span>-</span>\mathrm{<span><span>1</span>1</span>}}{\mathrm{<span><span>\&Sigma;</span>\&Sigma;</span>}}}\frac{{\mathrm{<span><span>E</span>E.</span>}}^{\mathrm{<span><span>X</span>x</span>}}}{\mathrm{<span><span>X</span>x</span>}<span><span>!</span>!</span>}}$

参数说明： Parameter Description:

P_c——呼叫需要等待的概率，即立即接通率，这里设置为99.999％； P_c - the probability that the call needs to wait, that is, the immediate connection rate, which is set to 99.999% here;

E——话务强度。E＝每秒呼入话务量×平均呼叫占用时间 E——Traffic intensity. E＝Incoming call volume per second×average call occupation time

N——IVR通道数 N——IVR channel number

根据Erlang-B公式，代入实际数据，计算结果如下表： According to the Erlang-B formula, substituting the actual data, the calculation results are as follows:

根据上表，改造后可节约(427-352)/427＝17.6％的IVR通道数。 According to the above table, the number of IVR channels of (427-352)/427=17.6% can be saved after transformation. the

下面介绍平台资源虚拟一体化的另一组成部分“平台间应急备份”的实现方法。 The following introduces the implementation method of another component of the virtual integration of platform resources, "emergency backup between platforms". the

第一、第二客服平台的备份功能有两种方式：传统方式采用两个平台相互备份的方式来实现，但这种方式必然会造成大量用作冗余备份的排队机中继、IVR、放音等 设备资源闲置浪费。因此我们采用了“1备2”的方式，  即利用第三客服系统平台用作全省外呼营销及12580平台，同时兼任第一、第二客服系统平台的应急备份平台。当客服系统平台因硬件故障等原因不可用时，可借助第三客服系统平台并结合智能资源控制中心实现客服系统平台的应急备份。这种运营机制的好处在于既保证了第一、第二客服平台的安全，又充分利用了作为备份平台的第三平台之资源分担业务负荷，使原本可能闲置的备份资源得以充分发挥作用，有效提高了设备利用率，保护了投资。以第一客服平台因设备搬迁而中断为例，借助第三客服系统作为第一客服平台的应急备份平台，可实现搬迁过程的基本不间断，其实现过程说明如下： There are two methods for the backup function of the first and second customer service platforms: the traditional method uses the mutual backup of the two platforms to realize, but this method will inevitably cause a large number of queuing machine relays, IVR, Audio and other equipment resources are idle and wasted. Therefore, we have adopted the "1 backup 2" approach, that is, using the third customer service system platform as the province's outbound marketing and 12580 platform, and concurrently serving as the emergency backup platform for the first and second customer service system platforms. When the customer service system platform is unavailable due to hardware failure and other reasons, the emergency backup of the customer service system platform can be realized by means of the third customer service system platform combined with the intelligent resource control center. The advantage of this operating mechanism is that it not only ensures the safety of the first and second customer service platforms, but also makes full use of the resources of the third platform as the backup platform to share the business load, so that the backup resources that may have been idle can be fully utilized and effectively Improve equipment utilization and protect investment. Taking the interruption of the first customer service platform due to equipment relocation as an example, with the help of the third customer service system as the emergency backup platform of the first customer service platform, the relocation process can be basically uninterrupted. The implementation process is described as follows: 

1)第一客服平台所连关口局修改10086话务路由至第三客服系统； 1) The gateway office connected to the first customer service platform modifies the traffic route of 10086 to the third customer service system;

2)在智能资源控制中心中配置规则，设置10086人工话务分配方式为无条件分配至第二客服系统； 2) Configure the rules in the intelligent resource control center, and set the 10086 manual traffic allocation method as unconditional allocation to the second customer service system;

3)资源调度Agent根据上述设定的规则，向各平台资源管理Agent发出话务调度规则设定指令； 3) The resource scheduling agent sends traffic scheduling rule setting instructions to each platform resource management agent according to the rules set above;

4)各平台的资源管理Agent将话务调度规则写入各平台CTI控制服务器配置库中并动态加载之； 4) The resource management Agent of each platform writes the traffic scheduling rules into the CTI control server configuration library of each platform and loads it dynamically;

5)第三客服平台IVR流程将10086人工话务按更新后的话务规则重新路由至第二客服平台； 5) The IVR process of the third customer service platform reroutes 10086 manual traffic to the second customer service platform according to the updated traffic rules;

6)省话务中心1所有座席通过备用中继连接至第二客服平台； 6) All seats in the provincial call center 1 are connected to the second customer service platform through the backup trunk;

7)第二客服系统将第三客服平台切换过来的10086话务分配给省话务中心1的座席； 7) The second customer service system distributes the 10086 traffic switched over by the third customer service platform to the seat of the provincial call center 1;

示意图如图4所示。 The schematic diagram is shown in Figure 4. the

座席资源多中心虚拟一体化的实现 Realization of multi-center virtual integration of agent resources

座席资源多中心虚拟一体化体现在以下三个方面： The multi-center virtual integration of agent resources is reflected in the following three aspects:

1)话务量动态调度：人工话务量能够根据各话务中心忙闲程度、客户级别(如普通客户、VIP客户)、业务种类(如普通业务、投诉、集团业务等)、时间等多种条件在话务中心间跨平台跨地区动态调度； 1) Dynamic scheduling of traffic volume: manual traffic volume can be adjusted according to the busyness of each call center, customer level (such as ordinary customers, VIP customers), business types (such as general business, complaints, group business, etc.), time, etc. Cross-platform and cross-regional dynamic scheduling among call centers under various conditions;

2)异地话务中心相互容灾备份：在某一话务中心不可用时，话务能够动态平滑地切换至另一平台的话务中心，实现异地话务中心间相互容灾备份的功能； 2) Mutual disaster recovery and backup of call centers in different places: when a call center is unavailable, the call traffic can be dynamically and smoothly switched to the call center of another platform, realizing the mutual disaster recovery and backup function between call centers in different places;

首先介绍人工话务量动态调度的实现原理。 Firstly, the realization principle of dynamic scheduling of manual traffic is introduced. the

1)在智能资源控制中心软件中配置调度规则如下： 1) Configure the scheduling rules in the intelligent resource control center software as follows:

1.1)各平台普通人工话务量在本平台座席全忙时溢出至另一个话务中心； 1.1) The ordinary manual traffic of each platform overflows to another call center when all the seats on this platform are busy;

1.2)对于投诉、集团业务、梦网业务等专有业务的电话全部切换至第二话务中心； 1.2) All calls for proprietary services such as complaints, group business, and Monternet business are switched to the second call center;

1.3)对于晚间11时以后的电话切换至第二话务中心； 1.3) For calls made after 11:00 p.m., switch to the second call center;

2)资源调度Agent根据上述设定的规则，向各平台资源管理Agent发出话务调度规则设定指令； 2) The resource scheduling agent sends traffic scheduling rule setting instructions to each platform resource management agent according to the rules set above;

3)各平台的资源管理Agent将话务调度规则写入各平台CTI控制服务器配置库中并动态加载之； 3) The resource management Agent of each platform writes the traffic scheduling rules into the CTI control server configuration library of each platform and loads it dynamically;

4)各平台IVR流程将人工话务按更新后的话务规则重新路由至指定话务中心座席。 4) The IVR process of each platform reroutes the manual traffic to the designated call center seat according to the updated traffic rules. the

根据上述原理可实现普通座席多中心运营且忙闲均衡、“投诉专席”、“集团专席”等特殊专席与夜班座席单中心集中运营等功能，最大程度共享座席资源、提高人员利用率、降低运营成本、提升服务质量。 According to the above principles, it can realize multi-center operation and busy-idle balance of ordinary seats, special seats such as "special seats for complaints" and "group seats", and single-center centralized operation of night shift seats, so as to share seat resources to the greatest extent and improve personnel utilization. , Reduce operating costs and improve service quality. the

下面计算改造前后座席资源需求量的对比。 The following calculates the comparison of agent resource requirements before and after transformation. the

根据Erlang-C公式，计算出改造前省话务中心1的座席数与15秒接通率的变化关系如下表所示： According to the Erlang-C formula, the relationship between the number of seats in provincial call center 1 and the 15-second connection rate is calculated as shown in the table below:

从该表可以看出，在保证15秒接通率为80％的前提下，省话务中心1需要配置的座席数为463个。 It can be seen from the table that under the premise of ensuring that the 15-second connection rate is 80%, the number of seats that the provincial call center 1 needs to configure is 463. the

同样原理计算改造前省话务中心2的座席数与15秒接通率的变化关系如下表所示： The same principle is used to calculate the relationship between the number of seats in the provincial call center 2 and the 15-second connection rate before the transformation, as shown in the table below:

从该表可以看出，在保证15秒接通率为80％的前提下，省话务中心2需要配置的座席数为515个。 It can be seen from the table that under the premise of ensuring the connection rate of 80% within 15 seconds, the number of seats that the provincial call center 2 needs to configure is 515. the

改造后，省话务中心1与省话务中心2组成逻辑上一体的话务中心，座席总数与15秒接通率的变化关系计算如下表所示： After the transformation, Provincial Call Center 1 and Provincial Call Center 2 form a logically integrated call center. The relationship between the total number of seats and the 15-second connection rate is calculated as shown in the following table:

从上表可以看出，由于两个话务中心忙时不同步，话务中心整体的忙时出现在5月1日晚8时，忙时话务量为27900次，低于两个话务中心各自的忙时话务量之和(15600+17200＝32800次)在保证15秒接通率为80％的前提下，话务中心整体需要配置的座席数为799个，比改造前配置的座席数978个(463+515)节省179个(约18.3％)。 It can be seen from the above table that due to the asynchronous busy hours of the two call centers, the overall busy hour of the call center occurred at 8:00 pm on May 1, and the call volume during busy hours was 27,900 times, which was lower than that of the two call centers. The sum of the respective busy hours of the centers (15600+17200=32800 times) under the premise of ensuring a 15-second connection rate of 80%, the number of seats that the call center needs to configure as a whole is 799, which is more than the number of seats configured before the transformation. The number of seats is 978 (463+515), which saves 179 (about 18.3%). the

下表为改造前后实际配置座席数对比： The following table compares the actual number of seats configured before and after the transformation:

 the省话务中心1Provincial Call Center 1省话务中心2Provincial Call Center 2汇总summary改造前忙时启用座席数The number of seats enabled during busy hours before the transformation48048053053010101010改造后忙时启用座席数Enable the number of seats during busy hours after the transformation420420430430850850

即实际节省座席160个(约15.8％)，达到了预期效果。 That is, 160 seats (about 15.8%) are actually saved, and the expected effect is achieved. the

利用话务量动态调度功能可以很方便的实现异地话务中心间的容灾备份。如果一个话务中心(以省话务中心1为例)因某种原因不可用时，IVR流程会判断出本平台话务中心无可用座席，故根据CTI服务器配置库中的规则会将人工话务自动溢出至第二客服系统，并分配至省话务中心2，从而实现话务中心间的平滑切换，人工话务基本不会间断。 Disaster recovery and backup between call centers in different places can be easily realized by using the dynamic scheduling function of traffic volume. If a call center (taking provincial call center 1 as an example) is unavailable for some reason, the IVR process will judge that there are no available seats in the call center of this platform, so according to the rules in the CTI server configuration library, the manual call Automatically overflow to the second customer service system, and distribute to the provincial call center 2, so as to realize smooth switching between call centers, and the manual traffic will basically not be interrupted. the

本发明创造首次将虚拟一体化技术运用到信息系统平台层面，自主设计智能资源控制中心软件，实现了IVR、座席资源根据平台负荷、设备运行情况进行跨平台跨地区动态调度功能，既充分利用了设备资源，也提高了系统的容错性；在某一平台中心不可用时，另一个平台中心能够快速接管，实现异地平台间的应急备份功能；实现了人工话务量能够根据各话务中心忙闲程度、客户级别、业务种类、夜班时间等多种条件在话务中心间跨平台跨地区动态调度，实现普通座席跨平台异地多中心运营且能做到忙闲均衡、特殊专席与夜班座席单中心集中运营等功能，最大程度共享座席资源、降低运营成本、提升服务质量；在某一话务中心不可用时，话务能够动态平滑地切换至另一平台的话务中心，实现异地话务中心间相互容灾备份的功能。 For the first time, the invention applies the virtual integration technology to the information system platform level, independently designs the intelligent resource control center software, and realizes the cross-platform and cross-regional dynamic scheduling function of IVR and seat resources according to the platform load and equipment operation conditions, which not only makes full use of Equipment resources also improve the fault tolerance of the system; when a platform center is unavailable, another platform center can quickly take over, realizing the emergency backup function between platforms in different places; Cross-platform and cross-regional dynamic scheduling among call centers based on various conditions such as level, customer level, business type, and night shift time, so as to realize cross-platform multi-center operation of common agents and achieve busy-idle balance, special seats and night shift agents. Center centralized operation and other functions can maximize the sharing of seat resources, reduce operating costs, and improve service quality; when a certain call center is unavailable, the call traffic can be dynamically and smoothly switched to another platform call center, realizing remote call center Mutual disaster recovery backup function. the

申请人于2005年7月开始客服系统多中心虚拟一体化的研究与实践工作，于2005年11月实现了设备资源跨平台动态调度功能，并成功应对多次设备故障事件，月均故障历时由91.2分钟降低至54.5分钟；2006年上半年，利用话务量动态均衡机制，通过话务跨平台相互溢出技术实现苏南常州话务与其它苏北话务的混接；陆续实现全省VIP座席夜班的集中，试验了夜班单中心集中运营；在2007年春节期间，该系统充分发挥作用，实现了话务量根据座席忙闲程度在异地话务中心间自动进行动态 调度，从而在不额外增加座席与人力资源的情况下成功应对春节热线话务高峰；2007年下半年申请人将对第一客服平台局址进行搬迁，届时将使用主平台级的应急备份机制实现第一客服平台的应急，保证客服业务不因系统局址搬迁而中断。 The applicant started the research and practice of multi-center virtual integration of the customer service system in July 2005, realized the cross-platform dynamic scheduling function of equipment resources in November 2005, and successfully dealt with multiple equipment failure events. 91.2 minutes reduced to 54.5 minutes; in the first half of 2006, using the dynamic balance mechanism of traffic volume, through the cross-platform mutual overflow technology of traffic, the mixed connection of Changzhou traffic in southern Jiangsu and other traffic in northern Jiangsu was realized; VIP seats in the whole province were realized successively Concentration of night shifts, the centralized operation of a single center for night shifts was tested; during the Spring Festival in 2007, the system fully functioned and realized the automatic dynamic scheduling of call traffic between call centers in different places according to the busyness of agents, so that there is no additional increase Successfully dealt with the peak traffic of the Spring Festival hotline under the condition of agents and human resources; in the second half of 2007, the applicant will relocate the site of the first customer service platform, and will use the main platform-level emergency backup mechanism to realize the emergency of the first customer service platform. Ensure that the customer service business will not be interrupted due to the relocation of the system site. the

多中心虚拟一体化的客服系统作为全省通信应急保障体系的一个重要组成部分，它的建立为困挠呼叫中心业界有关设备与座席资源跨平台跨地区动态调度、平台与话务中心应急备份等难题提供了完整的解决方案，可推广应用于电信级大规模呼叫中心系统的建设。 The multi-center virtual integrated customer service system is an important part of the province's communication emergency support system. It is established to troubleshoot the call center industry's cross-platform and cross-regional dynamic dispatch of related equipment and seat resources, emergency backup of platforms and call centers, etc. The problem provides a complete solution, which can be popularized and applied to the construction of a large-scale call center system at the carrier level. the

经济效益： Economic benefits:

1)因实现了设备资源跨平台动态调度功能，客服系统平台部分设备利用率提高约15％，节省了扩容投资1200万元； 1) Due to the realization of the cross-platform dynamic scheduling function of equipment resources, the utilization rate of some equipment on the customer service system platform has increased by about 15%, saving 12 million yuan in capacity expansion investment;

2)利用承载12580及外呼业务的第三客服平台兼作备份平台，充分发挥了作为备份资源的第三客服平台的经济效益，将第一、第二客服平台原计划用作备份的资源转为主用资源而无需新扩容，直接节省了扩容投资2000万元； 2) Utilizing the third customer service platform carrying 12580 and outbound calls as a backup platform, the economic benefits of the third customer service platform as a backup resource are fully utilized, and the resources originally planned to be used as backup by the first and second customer service platforms are converted into Mainly use resources without new expansion, directly saving 20 million yuan in expansion investment;

3)利用人工话务量动态均衡方式实现两个负荷分担话务中心间的互为备份，与传统单独建设容灾话务中心的方式相比，节省土建、设备方面的投资约6000万元； 3) The mutual backup between the two load-sharing call centers is realized by using the dynamic balancing method of manual traffic volume. Compared with the traditional method of building a disaster recovery call center alone, the investment in civil engineering and equipment is saved by about 60 million yuan;

现有话务中心夜班人数为160人，通过引入座席夜班单中心集中的运营模式，预计仅需130人，节省夜班人数30人；按每夜班座席配置2名话务员计算，可节省话务员60人；人均年费用按2.5万计算，预计每年可节约130万；另外，座班单中心运营较原有模式在电力、保安等管理费用方面预计每年可节约50万元；目前话务中心忙时启用座席数为1010个，而采用话务量动态均衡后忙时启用座席可降为850个，每座席配置2名话务员、人均年费用按2.5万元计算，预计每年节约900万；因此，年经济效益总计约为1080万元。 The number of night shifts in the existing call center is 160. By introducing the centralized operation mode of a single center for night shifts with agents, it is estimated that only 130 people will be needed for night shifts, saving 30 people on night shifts; 60 operators can be saved based on the calculation of 2 operators for each night shift seat; The per capita annual cost is calculated at 25,000 yuan, which is expected to save 1.3 million yuan per year; in addition, compared with the original model, the operation of the center with a single shift is expected to save 500,000 yuan per year in terms of management costs such as electricity and security; currently, the call center uses seats when it is busy. The number is 1010, and the number of active seats can be reduced to 850 after the dynamic balance of traffic volume is adopted. Each seat is equipped with 2 operators, and the per capita annual cost is calculated at 25,000 yuan. It is estimated to save 9 million yuan per year; therefore, the annual economic benefits The total is about 10.8 million yuan. the

社会效益： Social benefits:

1)在平台中心层面，设备资源的跨平台动态调度以及主平台级应急备份机制的建立，大大提高了客服系统的容错性，月均故障历时由91.2分钟降低至54.5分钟，保证了客服系统主平台稳定、可靠、持续的运行；话务中心级的应急备份机制以零投资实现两个话务中心之间的容灾备份，两者结合为公司提高客户服务质量提供了有力保障，取得明显的社会效益； 1) At the platform center level, the cross-platform dynamic scheduling of equipment resources and the establishment of the main platform-level emergency backup mechanism have greatly improved the fault tolerance of the customer service system. The platform runs stably, reliably and continuously; the emergency backup mechanism at the call center level realizes the disaster recovery backup between the two call centers with zero investment. The combination of the two provides a strong guarantee for the company to improve customer service quality, and has achieved obvious results social benefits;

2)在话务中心层面，双中心间的话务量动态均衡术技术的实施有力保证了因节假日、营销活动等原因导致突发话务时的热线接通率，提高了客户满意度；以往春节期间省话务中心1话务量远超服务能力，接通率只有50.36％，而该项目实施后 通过双中心动态均衡技术之后，在不额外增加两个话务中心座席与人员总量的前提下，省话务中心1服务能力之外的话务量溢出至省话务中心2，接通率提高到80.64％，很好实现了预期目标； 2) At the level of the call center, the implementation of the technology of dynamic equalization of traffic volume between the two centers has effectively guaranteed the hotline connection rate when sudden calls are caused by holidays, marketing activities, etc., and improved customer satisfaction; in the past During the Spring Festival, the traffic volume of provincial call center 1 far exceeds the service capacity, and the connection rate is only 50.36%. Under the premise, the traffic volume beyond the service capacity of the provincial call center 1 overflows to the provincial call center 2, and the connection rate increases to 80.64%, which is a good achievement of the expected goal;

VIP、投诉等专席的单中心集中运营，将最难掌握的业务与服务集中管理，大大降低前台普通客户代表的工作难度，前台客户代表的平均通话时长从78秒降低到65秒，节省了17％的资源。 The single-center centralized operation of VIP, complaint and other special seats can centralize the management of the most difficult businesses and services, greatly reducing the work difficulty of ordinary customer representatives at the front desk. The average call time of customer representatives at the front desk is reduced from 78 seconds to 65 seconds, saving 17% resources. the

虽然本发明已以较佳实施例公开如上，但它们并不是用来限定本发明，任何熟习此技艺者，在不脱离本发明之精神和范围内，自当可作各种变化或润饰，因此本发明的保护范围应当以本申请的权利要求保护范围所界定的为准。 Although the present invention has been disclosed as above with preferred embodiments, they are not intended to limit the present invention. Any skilled person can make various changes or modifications without departing from the spirit and scope of the present invention. Therefore The protection scope of the present invention should be defined by the protection scope of the claims of the present application. the

Claims (6)

1. virtual incorporate implementation method of customer service system multicenter, it by customer service platform level multicenter virtual with the virtual realization of telephone traffic center level multicenter, it is characterized in that,

The virtual device resource that is scattered in the customer service platform center through intelligent Resource Control Center uniform dispatching that is meant of said customer service platform level multicenter is realized emergent backup between the platform under customer service platform trans-regional dynamic dispatching of resource customer service platform and the disaster scenario;

Said telephone traffic center level multicenter is virtual to be meant through the telephone traffic center of intelligent Resource Control Center with at least two separate strange land telephone traffic center composition logic one, realizes telephone traffic dynamic dispatching and the mutual disaster-tolerant backup of strange land telephone traffic center between the telephone traffic center of strange land;

Said intelligent Resource Control Center comprises:

The shared pool management: the reserved resources of unified management customer service platform, funding source scheduling broker Agent uniform dispatching is distributed;

Regulation management: be used to be provided with various scheduling rules;

Scheduling of resource is acted on behalf of Agent: be responsible for regularly detecting to resource acting on behalf of Agent transmission handshake information; Collect concurrent call number, the concurrent number of seats load information of customer service platform; And the CTI of communication computer integrated software, automatic speech interactive software IVR running states of resources, and be responsible for sending scheduling of resource, the instruction of traffic switching controls to customer service platform resource management agent Agent according to scheduling rule;

Resource management agent Agent: be deployed in the customer service platform communication computer CTI of integrated software Control Server; Be responsible for to receive scheduling of resource and act on behalf of scheduling of resource, the order of traffic switching controls that Agent sends and carry out it, accomplish the scheduling of resource, the switching of traffic, the switching of data base call request through revising the communication computer CTI of integrated software Control Server resource distribution file;

Resource detects and acts on behalf of Agent: be deployed in the customer service platform communication computer CTI of integrated software Control Server, be responsible for regularly gathering the relevant concurrent call number of this platform, concurrent number of seats data and reporting scheduling of resource to act on behalf of Agent.

2. the virtual incorporate implementation method of customer service system multicenter according to claim 1 is characterized in that, the trans-regional dynamic dispatching concrete steps of said customer service platform resource customer service platform:

Setting through the scheduling rule in the intelligent Resource Control Center, is reserved resources in the shared pool with customer service platform equipment component resource settings, and sets the load threshold that is used to control dynamic dispatching;

The resource detection is acted on behalf of Agent and is regularly communicated by letter with the customer service platform communication computer CTI of integrated software Control Server, obtains the concurrent call volume of platform, concurrent number of seats load data and reports scheduling of resource to act on behalf of Agent;

Scheduling of resource is acted on behalf of the loading condition of Agent according to customer service platform, in conjunction with predefined scheduling rule, calculates the reserved resources that is used to be dispensed to the high capacity platform and sends the scheduling of resource instruction to customer service platform resource management agent Agent;

The resource management agent Agent of customer service platform write the reserved resources information of distributing in the scheduling of resource instruction in the customer service platform communication computer CTI of the integrated software Control Server repository and dynamic load it;

Application request is redistributed device resource by the configuration after upgrading.

3. the virtual incorporate implementation method of customer service system multicenter according to claim 1 is characterized in that, emergent backup concrete steps between the platform under the said disaster scenario:

First gateway exchange that customer service platform connects is revised traffic and is routed to the 3rd customer service platform;

The configuration schedules rule is provided with artificial traffic distribution mode for unconditionally being dispensed to second customer service platform in intelligent Resource Control Center;

Scheduling of resource is acted on behalf of the scheduling rule of Agent according to above-mentioned setting, sends traffic scheduling rule setting command to customer service platform resource management agent Agent;

The resource management agent Agent of customer service platform the traffic scheduling rule is write in the customer service platform communication computer CTI of the integrated software Control Server repository and dynamic load it;

The 3rd customer service platform automatic speech interactive software IVR flow process routes to second customer service platform with artificial traffic by the traffic scheduling rule after upgrading again;

Telephone traffic center one all seats are connected to second customer service platform through subsequent use relaying;

Second customer service platform switches the traffic distribution of coming with the 3rd customer service platform gives the seat of telephone traffic center one.

4. the virtual incorporate implementation method of customer service system multicenter according to claim 1 is characterized in that, telephone traffic dynamic dispatching concrete steps between the telephone traffic center of said strange land:

Configuration schedules rule in intelligent Resource Control Center, rule one, the common artificial telephone traffic of customer service platform are spilled over to telephone traffic center two when this platform seat is no-trunk; Rule two, for complain, group is professional, the phone proprietary business of dream network service all switches to telephone traffic center two; The rule three, switch to telephone traffic center two for the phone after 11 o'clock nights;

Scheduling of resource is acted on behalf of Agent according to the scheduling rule of setting, and sends traffic scheduling rule setting command to customer service platform resource management agent Agent;

The resource management agent Agent of customer service platform the traffic scheduling rule is write in the customer service platform communication computer CTI of the integrated software Control Server repository and dynamic load it;

Customer service platform automatic speech interactive software IVR flow process routes to artificial traffic again by the traffic scheduling rule after upgrading and specifies the telephone traffic center seat.

5. the virtual incorporate implementation method of customer service system multicenter according to claim 1 is characterized in that the mutual disaster-tolerant backup of telephone traffic center of said strange land is meant; If telephone traffic center; Be telephone traffic center one, because of certain reason when unavailable, the automatic speech interactive software IVR flow process on the customer service platform can be judged this platform telephone traffic center is not had available agent; Scheduling rule according in the platform communication computer integrated software cti server repository is spilled over to second customer service platform automatically with artificial traffic; And be dispensed to the telephone traffic center two of native system, and realize taking over seamlessly between telephone traffic center, artificial traffic can not be interrupted.

6. virtual incorporate customer service system of multicenter, it comprises the virtual integral system of customer service platform level multicenter, the virtual integral system of telephone traffic center level multicenter and intelligent Resource Control Center, it is characterized in that,

The virtual integral system of said customer service platform level multicenter comprises the first customer service system platform, the second customer service system platform, the 3rd customer service system platform; Device resource is realized dynamic dispatching through intelligent Resource Control Center between first, second customer service system platform, the emergent each other backup between first, second customer service system platform and the 3rd customer service system platform;

The virtual integral system of said telephone traffic center level multicenter comprises at least two strange land telephone traffic center, realizes telephone traffic dynamic dispatching and mutual disaster-tolerant backup through intelligent Resource Control Center between the telephone traffic center of strange land;

Said intelligent Resource Control Center comprises that shared pool administration module, rules administration module, scheduling of resource act on behalf of Agent module, resource management agent Agent module, resource and detect and act on behalf of the Agent module; Said shared pool administration module: the reserved resources of unified management customer service platform, funding source scheduling broker Agent uniform dispatching is distributed; Said rules administration module: be used to be provided with various scheduling rules; Said scheduling of resource is acted on behalf of the Agent module: be responsible for regularly detecting to resource acting on behalf of Agent transmission handshake information; Collect concurrent call number, the concurrent number of seats load information of customer service platform; And the CTI of communication computer integrated software, automatic speech interactive software IVR running states of resources, and be responsible for sending scheduling of resource, the instruction of traffic switching controls to customer service platform resource management agent Agent according to scheduling rule; Said resource management agent Agent module: be deployed in the customer service platform communication computer CTI of integrated software Control Server; Be responsible for to receive scheduling of resource and act on behalf of said scheduling of resource, the instruction of traffic switching controls that Agent sends and carry out it, accomplish the scheduling of resource, the switching of traffic, the switching of data base call request through revising the communication computer CTI of integrated software Control Server resource distribution file; Said resource detects and acts on behalf of the Agent module: be deployed in the customer service platform communication computer CTI of integrated software Control Server, be responsible for regularly gathering the relevant concurrent call number of this platform, concurrent number of seats data and reporting scheduling of resource to act on behalf of Agent.

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