CN112600979A

Movatterモバイル変換

Info

Publication number: CN112600979A
Application number: CN202011421985.7A
Authority: CN
Inventors: 陈辉; 罗陆宁; 黄媚; 刘家学; 李艳; 陈琳; 林磊
Original assignee: Shenzhen Power Supply Bureau Co Ltd
Current assignee: Shenzhen Power Supply Bureau Co Ltd
Priority date: 2020-12-08
Filing date: 2020-12-08
Publication date: 2021-04-02

Abstract

Translated fromChinese

本发明提出一种供电服务热线电话呼叫应急管理方法与系统，所述系统至少包括：PSTN系统、第一呼叫系统、第二呼叫系统、坐席集合存储单元，所述坐席集合存储单元包括多个接话坐席；所述第一呼叫系统和所述第二呼叫系统实时监控所述坐席集合存储单元中的多个接话坐席的坐席状态；所述PSTN系统响应于接收多个用户终端的多个呼叫请求，将所述多个呼叫请求按照预设策略均衡地发送给所述第一呼叫系统和所述第二呼叫系统；所述第一呼叫系统和所述第二呼叫系统分别响应于接收到所述PSTN系统的呼叫请求，将呼叫请求转接至处于空闲状态的接话坐席。本发明实施例方法与系统通过引入双机呼叫系统分散系统风险，提高呼叫服务可靠性。

The present invention provides a method and system for emergency management of a power supply service hotline telephone call. The system at least includes: a PSTN system, a first call system, a second call system, and an agent collection storage unit, wherein the agent collection storage unit includes a plurality of connections. call agents; the first call system and the second call system monitor the agent status of multiple answering agents in the agent collection storage unit in real time; the PSTN system responds to receiving multiple calls from multiple user terminals request, and send the multiple call requests to the first call system and the second call system in a balanced manner according to a preset strategy; the first call system and the second call system The call request of the PSTN system is described above, and the call request is transferred to the answering agent in the idle state. The method and system of the embodiments of the present invention disperse system risks by introducing a dual-machine calling system, and improve call service reliability.

Description

Power supply service hotline telephone call emergency management method and system

Technical Field

The invention relates to the technical field of power supply business consultation service, in particular to a power supply service hotline telephone call emergency management method and system.

Background

The service hotline refers to the professional services such as business consultation, business acceptance and complaint suggestion and the like which are continuously provided for related business or work in 24 hours by a client service hotline in modes of manual work, automatic voice, short message, fax, E-mail and the like. The customer service hotline is a communication channel for external services of an organization, and service staff can respond to the requirements of users in time through the system, provide instructive suggestions when the users have difficulty, and solve various problems encountered by the users in use in time. For example, the Shenzhen power supply bureau 95598 service hotline has increased traffic year by year in the last 5 years, calls in a total number of about 300 ten thousand every year, and provides services such as consultation, query and fault repair.

For a large number of common call centers, the service volume is not large, the technical input resources are limited, operation and maintenance service hotlines mostly adopt a single machine system to operate, operation and maintenance support is difficult to respond quickly in all weather, call service interruption can be caused by part of operation and maintenance operations and system faults, the reliability of the call service is low, and the service requirements cannot be met.

Disclosure of Invention

The invention aims to provide a power supply service hotline telephone call emergency management method and a power supply service hotline telephone call emergency management system so as to improve the reliability of call service.

To achieve the above object, according to a first aspect, an embodiment of the present invention provides a power service hotline phone call emergency management method, which is implemented based on a power service hotline phone call emergency management system, where the power service hotline phone call emergency management system at least includes: the system comprises a PSTN system, a first calling system, a second calling system and an agent set storage unit, wherein the agent set storage unit comprises a plurality of call-receiving agents;

the method comprises the following steps:

when the first calling system and the second calling system are both normal, executing the following steps:

step S11, the first calling system and the second calling system monitor the seat states of a plurality of call-receiving seats in the seat set storage unit in real time; wherein the agent state at least comprises idle and non-idle;

step S12, the PSTN system, in response to receiving a plurality of call requests of a plurality of user terminals, sends the plurality of call requests to the first call system and the second call system in a balanced manner according to a preset policy;

step S13, the first calling system responds to the received calling request of the PSTN system, and transfers the calling request to the call-receiving agent in the idle state;

and step S14, the second calling system responds to the received call request of the PSTN system and transfers the call request to the call-receiving agent in the idle state.

Optionally, the method comprises:

when the first calling system fails and the second calling system is normal, executing the following steps:

step S21, cutting off the first calling system;

step S22, the PSTN system sends all the call requests to the second call system in response to receiving the call requests of the user terminals;

step S23, the second calling system transfers to the call-receiving seats in the idle seat state according to the calling time sequence of the plurality of calling requests;

when the second calling system is in failure and the first calling system is normal, executing the following steps:

step S31, cutting off the second calling system;

step S32, the PSTN system responds to a plurality of call requests of a plurality of user terminals and sends all the call requests to the first call system;

and step S33, the first calling system sequentially transfers to the call-receiving seats in the idle seat state according to the calling time sequence of the plurality of calling requests.

Optionally, wherein the step S23 further includes:

after the second calling system transfers the calling request to the call agent in the idle agent state, if the call agent is not answered within the preset time, the second calling system acquires the agent states of all the call agents, and if other call agents in the idle agent state exist, the second calling system transfers the calling request to other call agents in the idle agent state;

wherein the step S33 further includes:

after the first calling system transfers the calling request to the call agent in the idle agent state, the call agent does not answer within the preset time, the first calling system acquires the agent states of all the call agents, and if other call agents in the idle agent state exist, the first calling system transfers the calling request to other call agents in the idle agent state.

Optionally, the power supply service hotline phone call emergency management system further includes: a plurality of agent telephones;

wherein the step S23 further includes:

if no other call agent in the idle agent state exists, the second call system monitors the states of all call agents in the agent set storage unit in real time, and transfers the call request to the call agent when the state of any call agent is updated to be idle;

wherein the step S33 further includes:

and if no other call agents in the idle agent state exist, the first call system monitors the states of all call agents in the agent set storage unit in real time, and forwards the call request to the call agent when the state of any call agent is updated to be idle.

the method further comprises the following steps:

when the first calling system and the second calling system both fail, executing the following steps:

step S41, in response to receiving multiple call requests from multiple user terminals, the PSTN system forwards the multiple call requests to multiple seat phones.

Optionally, the non-idle state includes busy, disconnected, failed, and no-one listening;

the step S11 further includes:

and the call center moves the call seats which are in disconnection, failure and no-one answering out of the seat set storage unit according to the real-time states of the plurality of call seats.

the method further comprises the following steps:

step S16, when there is no call agent in the agent set storage unit, the call center generates a manual service request and sends the manual service request to the PSTN system;

step S17, in response to receiving the manual service request, when the PSTN system receives multiple call requests from multiple user terminals, the PSTN system forwards the multiple call requests to multiple seat phones.

According to a second aspect, an embodiment of the present invention provides a power supply service hotline phone call emergency management system, configured to implement the power supply service hotline phone call emergency management method according to the first aspect, where the system includes: the system comprises a PSTN system, a first calling system, a second calling system, an agent set storage unit and a plurality of agent telephones, wherein the agent set storage unit comprises a plurality of call-receiving agents.

Optionally, the PSTN system is communicatively connected to the first call system through a digital trunk, the PSTN system is communicatively connected to the second call system through a digital trunk, and the PSTN system is communicatively connected to the plurality of agent phones through an analog trunk.

Optionally, the plurality of call answering seats correspond to the plurality of seat telephones one to one, and the corresponding call answering seats and the corresponding seat telephones are arranged at the same seat position.

The embodiment of the invention provides a method and a system for emergency management of hotline telephone call of power supply service, wherein the system at least comprises the following steps: the system comprises a PSTN system, a first calling system, a second calling system and an agent set storage unit, wherein the agent set storage unit comprises a plurality of call-receiving agents; the first calling system and the second calling system monitor the seat states of a plurality of call-receiving seats in the seat set storage unit in real time; the PSTN system responds to a plurality of call requests of a plurality of user terminals and sends the call requests to the first call system and the second call system in a balanced manner according to a preset strategy; and the first calling system and the second calling system respectively respond to the received call request of the PSTN system and transfer the call request to a call receiving agent in an idle state. The method and the system of the embodiment of the invention disperse the risk of the system by introducing the dual-machine calling system, thereby improving the reliability of the calling service.

Additional features and advantages of the invention will be set forth in the description which follows.

Drawings

In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.

Fig. 1 is a schematic main flow chart of a power supply service hotline phone call emergency management method according to an embodiment of the present invention.

Fig. 2 is a flow chart illustrating a method for a failure of a first paging system according to an embodiment of the present invention.

Fig. 3 is a flow chart illustrating a method for a second paging system failure according to an embodiment of the present invention.

Fig. 4 is a flowchart illustrating a method when both the first paging system and the second paging system fail according to an embodiment of the present invention.

Fig. 5 is a flow chart illustrating a method for a time agent set storage unit without a call agent in the embodiment of the present invention.

Fig. 6 is a schematic structural diagram of a framework of a power service hotline phone call emergency management system according to an embodiment of the present invention.

Fig. 7 is a schematic diagram of specific frame structures of the first paging system and the second paging system according to the embodiment of the present invention.

Fig. 8 is a schematic structural diagram of a water flow model in an embodiment of the invention.

Fig. 9 is a schematic diagram of a power service hotline phone call emergency management system in an embodiment of the invention.

The labels in the figure are:

1-PSTN system, 2-first calling system, 3-second calling system, 4-call-receiving seat and 5-seat telephone.

Detailed Description

Various exemplary embodiments, features and aspects of the present disclosure will be described in detail below with reference to the accompanying drawings. In addition, in the following detailed description, numerous specific details are set forth in order to provide a better understanding of the present invention. It will be understood by those skilled in the art that the present invention may be practiced without some of these specific details. In some instances, well known means have not been described in detail so as not to obscure the present invention.

An embodiment of the present invention provides a method for emergency management of a power supply service hotline phone call, where the method is implemented based on a power supply service hotline phone call emergency management system, and the power supply service hotline phone call emergency management system at least includes: the system comprises a PSTN system, a first calling system, a second calling system and an agent set storage unit, wherein the agent set storage unit comprises a plurality of call-receiving agents;

the method of the embodiment comprises the following steps:

referring to fig. 1, when the first calling system and the second calling system are both normal, the following steps are performed:

specifically, the PSTN system sends the plurality of call requests to the first call system and the second call system in a balanced manner according to a preset strategy, and aims to enable the two call systems to share the switching work of consultation telephone traffic in a balanced manner when the first call system and the second call system work normally, solve the technical problems that a single call system is large in telephone traffic load and has no redundancy standby, disperse system risks, and improve the reliability of call service;

illustratively, when the PSTN system receives an even number of call requests of an even number of user terminals, the even number of call requests are averagely sent to the first call system and the second call system; when the PSTN system receives odd call requests of odd user terminals, such as 7 call requests, the PSTN system sends 4 call requests to the first call system and sends 3 call requests to the second call system;

for another example, when the PSTN system receives a plurality of call requests of a plurality of user terminals, the PSTN system sends the plurality of call requests to the first call system and the second call system in turn according to the sequence of call time, for example, 7 call requests are ordered according to the sequence of time, namely request (i), request (ii), request (iii), request (iv), request (c), and request (c); firstly, sending a request to a first calling system, and sending a request to a second calling system; then, the request (III) is sent to the first calling system, and the request (IV) is sent to the second calling system; and so on.

specifically, the first calling system responds to a plurality of calling requests received from the PSTN system, and sequentially transfers the calling requests to the calling seats in an idle state according to the monitoring state of the calling seats;

step S14, the second calling system responds to the received calling request of the PSTN system and transfers the calling request to the call-receiving agent in the idle state;

specifically, the second call system responds to the plurality of call requests received from the PSTN system, and sequentially transfers the plurality of call requests to the call agent in the idle state according to the monitoring state of the call agent in the order of call time.

In some embodiments, the method comprises:

referring to fig. 2, when the first paging system fails and the second paging system is normal, the following steps are performed:

step S21, cutting off the first calling system;

specifically, the connection between the PSTN system and the first calling system is cut off, and the first calling system is removed from the whole management system;

specifically, since the connection between the PSTN system and the first call system is cut off, the PSTN system can only send all of the plurality of call requests to the second call system;

specifically, when the first calling system cannot operate normally due to inequality or abnormal factors, the second calling system will automatically share the hotline service of the first calling system, and the calling service can still operate normally.

Optionally, the step S23 further includes:

after the second calling system transfers the calling request to the call agent in the idle agent state, if the call agent is not answered within the preset time, the second calling system acquires the agent states of all the call agents, and if other call agents in the idle agent state exist, the second calling system transfers the calling request to other call agents in the idle agent state.

In some embodiments, referring to fig. 3, when the second calling system fails and the first calling system is normal, the following steps are performed:

step S31, cutting off the second calling system;

specifically, the connection between the PSTN system and the second calling system is cut off, and the second calling system is removed from the whole management system;

specifically, since the connection between the PSTN system and the second call system is cut off, the PSTN system can only send all of the plurality of call requests to the first call system;

step S33, the first calling system transfers to the call-receiving seats in the idle seat state according to the calling time sequence of the plurality of calling requests;

specifically, when the second calling system cannot operate normally due to inequality or abnormal factors, the first calling system will automatically share the hotline service of the second calling system, and the calling service can still operate normally.

Optionally, the step S33 further includes:

In some embodiments, the power service hotline phone call emergency management system further comprises: a plurality of agent telephones;

wherein the step S23 further includes:

wherein the step S33 further includes:

In some embodiments, the method further comprises:

referring to fig. 4, when both the first and second call systems fail, the following steps are performed:

step S41, cutting off the first calling system and the second calling system;

specifically, the connection between the PSTN system and the first calling system and the second calling system is cut off;

step S42, in response to receiving multiple call requests from multiple user terminals, the PSTN system forwards the multiple call requests to multiple seat phones.

Specifically, when the whole calling system is in failure, a customer dials a telephone number which does not enter the calling system, and the PSTN system directly transfers a calling request to a seat telephone.

specifically, the busy state indicates that the call agent is listening; the broken line represents that the call receiving agent cannot be in communication connection with the first calling system and the second calling system; the fault represents faults of agent equipment, agent programs and the like of the call agent; the no-answer indicates that the call agent is not answered within a preset time, for example, 30 seconds, when the first call system or the second call system forwards the call request to the call agent.

In some embodiments, the step S11 further includes:

Specifically, for all the call seats in a disconnected state, a fault state, and an unattended state, the call seats are invalid, the telephone traffic cannot be executed, and the call seats should be removed from the seat set storage unit in time.

In some embodiments, referring to fig. 5, the method further comprises:

In the present embodiment, the step numbers are only used to distinguish different step contents, and are not meant to limit the step order. The sequence of steps of the method of this embodiment can be found in reference to the figures.

It can be known from the description of the above embodiments that the method of this embodiment introduces a dual-phone call system, shares service services together by introducing the dual-phone call system, disperses system risks by introducing the dual-phone call system, improves call service reliability, establishes an artificial telephone traffic emergency transfer mechanism under the condition of introducing the dual-phone call system, ensures that artificial telephone traffic service is not interrupted, and seeks to automatically judge and remove faults and transfer a telephone to an artificial seat according to a predetermined mechanism when faults occur in a communication line, a call platform, an information network, seat equipment, a seat program, telephone answering equipment and the like by establishing the artificial telephone traffic emergency transfer mechanism, and the telephone traffic emergency transfer mechanism achieves automatic emergency transfer of the telephone under a common fault condition, constantly guards call service safety, ensures that services are not interrupted, and enhances stability and reliability of the call system, meanwhile, an effective telephone traffic emergency mechanism is established, and the uninterrupted service under various faults is guaranteed; the handling quantity of manual services and the working strength of manual seats can be greatly reduced, all-weather and uninterrupted services can be provided for customers, and the service hotline dispersion is realized by reasonably establishing the quantity of the service hotline seats.

Referring to fig. 6, another embodiment of the present invention provides a power supply service hotline phone call emergency management system, for implementing the power supply service hotline phone call emergency management method according to the above embodiment, where the system includes: the system comprises a PSTN (public switched telephone network)system 1, afirst calling system 2, asecond calling system 3, an agent set storage unit and a plurality ofagent telephones 5, wherein the agent set storage unit comprises a plurality of call-receiving agents 4.

Specifically, a second set of calling system can be added or modified on the original calling platform of the single calling system, the calling platform is upgraded and modified to be a dual-machine calling system, the second set of calling system and the original first set of calling system are networked based on an IP network, redundant switching equipment is configured on network hardware, the two sets of calling systems are respectively installed at different places, a relatively independent dual-machine calling system is formed physically, and a network calling center is formed by networking.

Referring to fig. 7, two sets of calling systems are managed by a network calling device (nrc for short), a set of integral calling platform is logically formed, multi-point access and whole network service are realized, resources such as IVR service, service application system, database, seat and the like are shared, operation of the system in different-place disaster recovery, resource sharing and telephone traffic load balancing is realized, a telephone is accessed into a dual-machine calling system from a public communication network (also called PSTN) in a balanced manner, when one of the calling systems cannot operate normally due to inequality or abnormal factors, the other calling system calls the telephone to automatically share hotline service, and the calling service can still operate normally.

Specifically, the telephone access resource simultaneously applies digital relay and analog relay; the digital trunk circuit is divided into 2 or more than 2 trunk groups and is respectively accessed into two sets of calling systems; the analog relay is divided into 1 or more than 1 relay group, the analog relay line is directly installed to the seat telephone, has the function of ordinary telephone incoming and outgoing, and is used as a standby telephone in system abnormity and emergency state; all relay groups have a two-way call function.

Specifically, in the water flow model shown in fig. 8, the water flows according to the flow rule that in the first water tank, water flows in from the water inlet pipe and then flows to the second water tank from the pipeline at the bottom, if the water in the first water tank is full of the emergency water supply pipe interface at the upper part of the first water tank, the water flows out from the emergency pipeline and directly supplies water to a user, and if the first water tank is full of the emergency water supply pipe interface, the first water tank cannot contain more water and overflows; in the second water pool, after water flows out of the first water pool and flows in through the water inlet pipe, the water can flow to a user through the water pipe at the bottom, and when the water pipe at the bottom is not communicated, the water can be pumped to the emergency water pipe by the aid of the water pump to supply water to the user.

Referring to fig. 8, a public telephone network is compared with a first water pool, a calling system is compared with a second water pool, a communication line is compared with a water pipe, and a telephone transfer model is designed, as shown in fig. 9, wherein telephone lines are divided into two types, respectively: analog relay, digital relay.

The system of the embodiment introduces a dual-phone call system, shares service services together by introducing the dual-phone call system, disperses system risks by introducing the dual-phone call system, improves the reliability of call services, establishes an artificial telephone traffic emergency transfer mechanism under the condition of introducing the dual-phone call system, ensures that the artificial telephone traffic service is not interrupted, and aims to automatically judge and remove faults when faults occur in a communication line, a call platform, an information network, seat equipment, a seat program, telephone answering equipment and the like by establishing the artificial telephone traffic emergency transfer mechanism, transfers a telephone to an artificial seat according to a preset mechanism, and the telephone traffic emergency transfer mechanism realizes that the telephone can automatically carry out emergency transfer under the common fault state, constantly guards the safety of the call services, ensures that the services are not interrupted, enhances the stability and reliability of the call system, and simultaneously establishes an effective telephone traffic emergency transfer mechanism, the service can be ensured to be uninterrupted under various faults.

It should be noted that the system in the above embodiment corresponds to the method in the above embodiment, and therefore, relevant contents that are not described in detail in the system in the above embodiment can be obtained by referring to the contents of the method in the above embodiment, and are not described herein again.

Having described embodiments of the present invention, the foregoing description is intended to be exemplary, not exhaustive, and not limited to the embodiments disclosed. Many modifications and variations will be apparent to those of ordinary skill in the art without departing from the scope and spirit of the described embodiments. The terminology used herein is chosen in order to best explain the principles of the embodiments, the practical application, or improvements made to the technology in the marketplace, or to enable others of ordinary skill in the art to understand the embodiments disclosed herein.