CN107666543B - Data processing method and device - Google Patents
Data processing method and device Download PDFInfo
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- CN107666543B CN107666543B CN201610617652.9A CN201610617652A CN107666543B CN 107666543 B CN107666543 B CN 107666543B CN 201610617652 A CN201610617652 A CN 201610617652A CN 107666543 B CN107666543 B CN 107666543B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1096—Supplementary features, e.g. call forwarding or call holding
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Abstract
The invention discloses a data processing method and a device, comprising the following steps: the method comprises the steps that a first network element device receives a first request sent by a second network element device, wherein the first request is sent to the first network element device by the second network element device when the second network element device receives data sent by a terminal and determines that the second network element device cannot process the data; the first network element device selects a third network element device capable of processing the first request from the maintained state information of at least one third network element device; the first network element equipment sends a second request to the third network element equipment, wherein the second request is used for requesting the first request to be routed to the third network element equipment for processing; when the first network element device receives the response message of the third network element device, determining routing information; and the first network element equipment sends the routing information to the second network element equipment for improving the flexibility of the service.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a data processing method and apparatus.
Background
With the continuous development of communication technology, a continuous call center platform provides voice service for a user in the process of making a voice call to a voice center by the user.
As shown in fig. 1, in the system architecture, multiple Call centers are intercommunicated by means of platform outbound Call, a user incoming Call passes through a Call Center Media Gateway (CC-MGW) of a Call Center platform i (Call forwarding source platform) from a Call Center Control function (Call Center Control Funciotn, C3F) and passes through a Public Land Mobile Network (PLMN) to reach a Call Center platform ii (Call forwarding target platform), which is equivalent to a user secondary outgoing Call, and the Call Center platform cannot know the busy state of the Call Center platform ii before the outgoing Call, and if the Call Center platform ii is idle, the Call forwarding will fail. Even if the user is successfully transferred to the second call center platform, the user is still guided from the top menu as a new user by the second call center platform, and the user still waits, so that the service flexibility is extremely poor.
Disclosure of Invention
The invention provides a data processing method and a data processing device, which are used for improving service flexibility.
A method of data processing, comprising: the method comprises the steps that a first network element device receives a first request sent by a second network element device, wherein the first request is sent to the first network element device by the second network element device when the second network element device receives data sent by a terminal and determines that the second network element device cannot process the data; the first network element device selects a third network element device capable of processing the first request from the maintained state information of at least one third network element device; the first network element equipment sends a second request to the third network element equipment, wherein the second request is used for requesting the first request to be routed to the third network element equipment for processing; when the first network element device receives the response message of the third network element device, determining routing information; and the first network element equipment sends the routing information to the second network element equipment.
The second network element device and the third network element device are the same network element device; before the first network element device receives the first request sent by the second network element device, the method further includes: the first network element equipment receives a first registration request sent by second network element equipment and a second registration request sent by third network element equipment; the first network element device obtains the identifier of the second network element device in the first registration request, and obtains the identifier of the third network element device in the second registration request; and the first network element device stores the identifier of the second network element device and the identifier of the third network element device.
The maintaining, by the first network element device, the state information of at least one third network element device includes: the first network element device obtains current state information of the third network element device in a received device state report sent by the third network element device; and the first network element device correspondingly stores the identifier of the third network element device and the current state information of the third network element device.
A data processing apparatus, provided in a first network element device, comprising: a receiving module, configured to receive a first request sent by a second network element device, where the first request is sent to a first network element device by the second network element device when it is determined that the second network element device cannot process data sent by a terminal; a processing module, configured to select, from the maintained state information of at least one third network element device, a third network element device capable of processing the first request; sending a second request to the third network element device, where the second request is used to request that the first request be routed to the third network element device for processing; when receiving the response message of the third network element device, determining routing information; and sending the routing information to the second network element equipment.
The processing module is further configured to receive a first registration request sent by a second network element device and a second registration request sent by a third network element device; obtaining an identifier of a second network element device in the first registration request, and obtaining an identifier of the third network element device in the second registration request; and storing the identifier of the second network element equipment and the identifier of the third network element equipment.
The processing module is specifically configured to obtain current state information of the third network element device in the received device state report sent by the third network element device; and correspondingly storing the identifier of the third network element equipment and the current state information of the third network element equipment.
By adopting the technical scheme, the first network element equipment receives a first request sent by the second network element equipment, wherein the first request is sent to the first network element equipment by the second network element equipment when the second network element equipment receives data sent by a terminal and determines that the second network element equipment cannot process the data; the first network element device selects a third network element device capable of processing the first request from the maintained state information of at least one third network element device; the first network element equipment sends a second request to the third network element equipment, wherein the second request is used for requesting the first request to be routed to the third network element equipment for processing; when the first network element device receives the response message of the third network element device, determining routing information; and the first network element equipment sends the routing information to the second network element equipment, so as to solve the problem of poor service flexibility.
Drawings
FIG. 1 is a schematic diagram of multi-call center platform interworking;
FIG. 2 is a flowchart of a data processing method according to a first embodiment of the present invention;
fig. 3 is a schematic diagram of call center platform interworking with data processing devices according to a second embodiment of the present invention;
fig. 4 is a schematic diagram of data processing of a call center platform added with a data processing device according to a second embodiment of the present invention;
fig. 5 is a schematic diagram of a protocol stack structure according to a second embodiment of the present invention;
fig. 6 is a schematic diagram illustrating a state information report of a call center platform according to a second embodiment of the present invention;
FIG. 7 is a diagram illustrating a data processing method according to a second embodiment of the present invention;
FIG. 8 is a diagram illustrating a data processing method according to a second embodiment of the present invention;
fig. 9 is a schematic structural diagram of a data processing apparatus according to a second embodiment of the present invention.
Detailed Description
The main implementation principle, the specific implementation mode and the corresponding beneficial effects of the technical solution of the embodiment of the present invention will be described in detail with reference to the accompanying drawings.
Example one
The embodiment of the present invention provides a data processing method, as shown in fig. 2, the specific processing flow is as follows:
The first request is sent to the first network element device by the second network element device when the second network element device receives the data sent by the terminal and determines that the data cannot be processed by the second network element device.
The first network element equipment obtains the current state information of the third network element equipment in the received equipment state report sent by the third network element equipment,
and the first network element equipment correspondingly stores the identifier of the third network element equipment and the current state information of the third network element equipment.
The second request is used for requesting the first request to be routed to the third network element device for processing.
Wherein the second network element device and the third network element device are the same network element device.
Before the first network element device receives the first request sent by the second network element device, the method further includes:
the first network element device receives a first registration request sent by the second network element device and a second registration request sent by the third network element device, the first network element device obtains an identifier of the second network element device in the first registration request and obtains an identifier of the third network element device in the second registration request, and the first network element device stores the identifier of the second network element device and the identifier of the third network element device.
Example two
Based on the technical solution provided in the first embodiment, the second embodiment of the present invention will be described in detail by taking the first network element device as a data processing device, a second network element device, and a third network element device, and taking the call center platforms C3F as examples. The first network element device is connected to each call center platform C3F, as shown in fig. 3, in the second technical solution provided in the embodiment of the present invention, a data processing apparatus is independently arranged in a system for example to describe in detail, as shown in fig. 4, the system includes two call centers, namely, a call center 1 and a call center 2, each call center corresponds to a call center platform, the data processing apparatus and each call center platform establish connection therebetween to perform communication, and then a call flow between each call center platform C3F is as follows:
the method comprises the following steps: the terminal sends a call, i.e. an incoming call.
Step two: call center platform 1, C3F1, receives the call and requests routing information from call center 1.
Step three: the call centre 1 is then fully busy at the local agent. The data processing means requests the optimal agent from the call centre 2 via the call centre platform 2.
Step four: the agents of the call centre 2 are pre-occupied.
Step five: the data processing apparatus returns an acknowledgement message of the route request to C3F 1.
Step six: C3F1 returns call related call information to the terminal and calls out through the call platform interconnection link.
Step seven: the call is assigned to a pre-occupied agent at call center 2.
In the technical scheme provided by the second embodiment of the invention, the data processing device can be communicated with each call center platform, so that the functions of resource allocation self-learning, data sharing and intelligent routing are realized, and the processing capability and the service flexibility of a call center system are enhanced.
Wherein the data processing device comprises the following functions:
firstly, the method comprises the following steps: state self-learning functionality of call center platform C3F.
The data processing device may receive and reply to the status report request sent by C3F, and may use the request to implement heartbeat detection status monitoring and status self-learning.
Status query requests may be sent periodically to all registered C3F and the status of multiple C3F maintained.
An abnormal state notification such as data processing apparatus overload or the like is sent to all registered C3F in real time.
II, secondly: intelligent routing functions.
And receiving and responding to the queuing request and the associated data sent by the source C3F, and transmitting the queuing request and the associated data to the selected destination C3F to realize data sharing and terminal information transmission. C3F may be informed of the default route and route incoming calls forwarded directly to the device required by the terminal.
In the data processing apparatus proposed in the second embodiment of the present invention, a proprietary protocol is added between the data processing apparatus and C3F, as shown in fig. 5, the top layer in the protocol stack is the proprietary protocol proposed in the second embodiment of the present invention. The set of messages that need to be implemented in this proprietary protocol is shown in table 1 below:
TABLE 1
In the second embodiment of the present invention, each call center platform C3F has the function of implementing the above-mentioned protocol message.
The data processing device is used for linking each C3F through a TCP/IP protocol, packaging and unpacking the proprietary protocol, storing the state information of each C3F, including registration state, resource occupancy rate and the like, and taking charge of logical processing, such as generating intelligent routing according to the state table and the like.
As shown in fig. 6, each call center platform (C3Fn) calls device _ status _ report message to report its own status information, which includes queue number, busy/idle seat, etc. And the data processing device receives the state information sent by each call center platform.
In a preferred implementation manner, in the second technical solution proposed by the present invention, security verification is performed on the received state information, only the state information report of the registered call center platform is accepted, the legal message is analyzed, and the data is updated into a state table, which is shown in table 2 below.
TABLE 2
| C3F numbering | Queue numbering | Number of lines queued | Maximum number of queues | Number of seats | Number of busy seats |
| C3F1 | 1 | 20 | 100 | 70 | 70 |
| C3F1 | 2 | 3 | 50 | 40 | 40 |
| C3F2 | 1 | 20 | 100 | 70 | 70 |
| C3F3 | 2 | 10 | 50 | 40 | 40 |
| C3Fn | … | … | … | … | … |
In the second technical solution provided in the embodiment of the present invention, the data processing apparatus calculates a route according to the state table information, for example, a route of the C3F1 request queue number 2, and preferentially selects a platform with the smallest (number of queues/maximum number of queues + number of busy seats/number of seats), as shown in table 2 above with priority C3F 2. The data processing device sends a preset route to the C3F2 through a route _ set _ order message, that is, when the telephone is switched to the C3F2, the C3F2 no longer switches the telephone to the device configured by the administrator, but preferentially uses the route sent by the data processing device. If the administrator configures a new call to be transferred into the IVR process, and the route of the data processing device is transferred into the queue 2, the call accessed through the data processing device directly enters the queue 2.
As an example, as shown in fig. 7, the second embodiment of the present invention includes at least one C3F and a data processing apparatus, and the specific processing flow thereof is as follows:
and step 71, reporting the state information to the data processing device periodically by using the C3F 1-C3 Fn as a period according to the set time length.
In specific implementation, the state information is reported through device _ status _ report.
And step 72, the data processing device receives the state information reported by the C3F 1-C3 Fn, and stores the received state information of the C3F 1-C3 Fn in a state table.
In step 73, the data processing apparatus returns a status update success message to C3F 1-C3 Fn.
Step 74, C3F1 receives the call, determines that all of its agents are busy, and requests a route from the data processing device.
Step 75, the data processing apparatus calculates an optimal route according to the state table, and identifies C3Fn to which traffic is to be allocated.
At step 76, the data processing apparatus pre-routes the C3Fn to be assigned traffic.
E.g., directly into a particular queue after receiving traffic, or manually.
In step 77, the data processing apparatus returns the routing information to C3F 1.
Step 78, C3F1 transfers the call to C3Fn according to the received routing information.
First, before the user's incoming call arrives, the data processing apparatus needs to complete self-learning of resource allocation of C3F among multiple platforms, as shown in fig. 8, and the specific processing flow is as follows:
in step 81, a Media stream is not established between the user and the Media Resource Platform (MRP) 1, and before the user service is not provided, C3F1 initiates a request to the data processing apparatus.
In step 82, the data processing apparatus learns the status information of C3F1 and C3F2 through the device _ status _ report message, selects C3F with a small load, makes a routing decision, and returns the routing decision to C3F 1.
At step 83, the data processing apparatus initiates a routing request to C3F 2.
And step 84, returning the routing information by the C3F2 to realize the self-learning of the resource allocation.
At step 85, the user and MRP2 establish a media stream.
In the step, the SIP information interaction process is omitted, and manual or automatic service can be provided for the user after the media stream is established.
In step 86, the data processing apparatus returns a routing success message to C3F 1.
The processing process of the telephone traffic under the condition of mutual conversion among multiple platforms when the incoming call of the user is converted from automatic service to manual service is explained:
step one, the media stream is established between the user and the MRP, at which time the user selects the transfer artifact and the self service initiates a transfer artifact request to C3F 1.
And step two, the C3F1 finds that the human seat is full, overflow processing is carried out according to the strategy, and the C3F1 sends a request to the data processing device.
And step three, the data processing device calculates and finds that the C3F2 is idle according to the self-learning condition, and the data processing device sends a request to the C3F 2.
Step four, C3F2 successfully queues the route, locks the selected seat, presets an intelligent route, and simultaneously returns the seat related information to the data processing device to wait for the user to call in.
And step five, the data processing device forwards the seat information to C3F 1.
Step six, C3F1 responds to the data processing device that the route is complete.
And step seven, the C3F1 initiates a Call to the CC-MGCF1(Call Center Media Gateway Control Function), wherein the Call mode is a special access code + seat number.
Step eight, the CC-MGCF1 initiates a call to the CC-MGCF 2;
step nine, the CC-MGCF2 initiates a call to the C3F 2;
step ten, establishing a media stream of the user in the SIP message interaction process, wherein the SIP protocol channel associated data can carry the data information of the client in C3F1 and transmit the data information to C3F2, thereby realizing data sharing.
Step eleven, the C3F1 responds to the self-service that the manual work is successful.
Step twelve, C3F2 sends a call setup notification to the agent, and the agent operator starts talking with the user and services.
Step thirteen, C3F1 responds to the data processing device that the routing was successful.
Correspondingly, a second embodiment of the present invention provides a data processing apparatus, as shown in fig. 9, where the apparatus is disposed in a first network element device, and includes:
a receiving module 901, configured to receive a first request sent by a second network element device, where the first request is sent by the second network element device to the first network element device when it is determined that the second network element device cannot process data sent by a terminal.
A processing module 902, configured to select, from the maintained status information of at least one third network element device, a third network element device capable of processing the first request; sending a second request to the third network element device, where the second request is used to request that the first request be routed to the third network element device for processing; when receiving the response message of the third network element device, determining routing information; and sending the routing information to the second network element equipment.
Specifically, the processing module 902 is further configured to receive a first registration request sent by a second network element device and a second registration request sent by a third network element device; obtaining an identifier of a second network element device in the first registration request, and obtaining an identifier of the third network element device in the second registration request; and storing the identifier of the second network element equipment and the identifier of the third network element equipment.
Specifically, the processing module 902 is specifically configured to obtain current state information of the third network element device in a received device state report sent by the third network element device; and correspondingly storing the identifier of the third network element equipment and the current state information of the third network element equipment.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, apparatus (device), or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, magnetic disk storage, optical disk storage, and the like) having computer-usable program code embodied therein.
The present invention has been described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (devices) and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
While preferred embodiments of the present invention have been described, additional variations and modifications in those embodiments may occur to those skilled in the art once they learn of the basic inventive concepts. Therefore, it is intended that the appended claims be interpreted as including preferred embodiments and all such alterations and modifications as fall within the scope of the invention.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present invention without departing from the spirit and scope of the invention. Thus, if such modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalents, the present invention is also intended to include such modifications and variations.
Claims (6)
1. A data processing method, comprising:
the method comprises the steps that a first network element device receives a first request sent by a second network element device, wherein the first request is sent to the first network element device by the second network element device when the second network element device receives data sent by a terminal and determines that the second network element device cannot process the data;
the first network element equipment selects third network element equipment capable of processing the first request from the maintained state information of at least one third network element equipment;
the first network element equipment sends a second request to the third network element equipment, wherein the second request is used for requesting the first request to be routed to the third network element equipment for processing;
when the first network element device receives the response message of the third network element device, determining routing information;
and the first network element equipment sends the routing information to the second network element equipment.
2. The method of claim 1, wherein the second network element device and the third network element device are the same network element device;
before the first network element device receives the first request sent by the second network element device, the method further includes:
the first network element equipment receives a first registration request sent by second network element equipment and a second registration request sent by third network element equipment;
the first network element device obtains the identifier of the second network element device in the first registration request, and obtains the identifier of the third network element device in the second registration request;
and the first network element device stores the identifier of the second network element device and the identifier of the third network element device.
3. The method of claim 1, wherein said first network element device maintaining status information of at least one of said third network element devices comprises:
the first network element device obtains current state information of the third network element device in a received device state report sent by the third network element device;
and the first network element device correspondingly stores the identifier of the third network element device and the current state information of the third network element device.
4. A data processing apparatus, provided in a first network element device, comprising:
a receiving module, configured to receive a first request sent by a second network element device, where the first request is sent to a first network element device by the second network element device when it is determined that the second network element device cannot process data sent by a terminal;
a processing module, configured to select, from the maintained state information of at least one third network element device, a third network element device capable of processing the first request; sending a second request to the third network element device, where the second request is used to request that the first request be routed to the third network element device for processing; when receiving the response message of the third network element device, determining routing information; and sending the routing information to the second network element equipment.
5. The apparatus of claim 4, wherein the processing module is further configured to receive a first registration request sent by a second network element device and a second registration request sent by a third network element device; obtaining an identifier of a second network element device in the first registration request, and obtaining an identifier of the third network element device in the second registration request; and storing the identifier of the second network element equipment and the identifier of the third network element equipment.
6. The apparatus of claim 4, wherein the processing module is specifically configured to obtain current status information of the third network element device in a received device status report sent by the third network element device; and correspondingly storing the identifier of the third network element equipment and the current state information of the third network element equipment.
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| EP1921796B1 (en) * | 2005-08-31 | 2009-12-16 | Huawei Technologies Co., Ltd. | Method of session processing in an ims and interrogating-call state control function |
| CN101076186B (en) * | 2006-05-19 | 2011-04-13 | 华为技术有限公司 | Method, network and apparatus for processing afterservice |
| CN101083615A (en) * | 2006-05-29 | 2007-12-05 | 华为技术有限公司 | Method, apparatus and system for receiving service over fields |
| CN101330753B (en) * | 2007-06-22 | 2014-07-09 | 华为技术有限公司 | Method for establishing and erasuring resource as well as network appliance |
| US8014329B2 (en) * | 2007-07-03 | 2011-09-06 | Cisco Technology, Inc. | Path selection and power management in mesh networks |
| CN101448294B (en) * | 2008-01-21 | 2011-05-04 | 华为技术有限公司 | Method for releasing and processing network resources and equipment thereof |
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| CN101742004A (en) * | 2009-12-23 | 2010-06-16 | 中兴通讯股份有限公司 | Call transfer method and device in multi-call central system |
| CN105763365A (en) * | 2016-01-26 | 2016-07-13 | 杭州华三通信技术有限公司 | Method and device for processing anomaly |
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