CN101415008A - Method for implementing call centre based on XMPP protocol - Google Patents
Method for implementing call centre based on XMPP protocol Download PDFInfo
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- CN101415008A CN101415008A CNA2008101827459A CN200810182745A CN101415008A CN 101415008 A CN101415008 A CN 101415008A CN A2008101827459 A CNA2008101827459 A CN A2008101827459A CN 200810182745 A CN200810182745 A CN 200810182745A CN 101415008 A CN101415008 A CN 101415008A
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Abstract
The invention provides a method use for realizing calling center on the basis of XMPP protocol, relating to the technical field of computer application. With the gradual increment of the user group and the development of the enterprise, the customer support and service level of the company also gradually develops, however, much deeper and meticulous services and a space leading the experience of the customer to be improved continuously exist; therefore, the technical proposal comprises the step as follows: the client establishes connection with the customer and the seat by an ACD automatic queuing device, is connected with a communication server which is provided with an XMPP protocol and is connected with a communication server in internal network seats by VPN equipment; the request data of the client and the seat terminal is processed by the communication server in the form of XMPP protocol and is connected with the data server; after the data is executed by the server, the data is returned to a communication server and finally sent to the request terminal. The method has the beneficial effects of high performance, safety and stability and low service cost, and can complete the quick and complex service projects.
Description
Technical field
The present invention relates to the Computer Applied Technology field, especially the internet communication field.
Background technology
As an enterprise, the value of its existence is to attract and keep more more important client here, and customer support and service more and more is subjected to corporate decision maker's attention, new high that the importance of customer support mechanism is also referred.Customer service no longer has been an operation cost, and becomes important competitive advantage place.Complete, favorable client experiences becomes the important means that enterprise attracts and keep here Very Important Person.
Internet subscribers support the center to be based on NGN (next generation network), and comprehensive, the customer support platform system that standard-sized sheet is put of multiple business such as speech, data, multimedia is provided comprehensively.Be 200810070578 (methods of online customer service system and online exchange thereof) as the patent No. just, the solution of proposition is the same, combines together in online customer service and website, and the user can directly exchange with the contact staff in webpage, and is convenient and swift.Support the development at center along with Internet subscribers, a kind of novel pattern is introduced into into, as the patent No. is 200710179257 (a kind of method and systems of realizing online customer service in enterprise immediate communication), the viewpoint that proposes, the customer service technology is combined with enterprise instant communication software, can accomplish that promptly internal communication also can be implemented in the line customer service.
Though Internet subscribers support the technology at center in continuous development, still there is weak point in above-mentioned improvement:
1, the client more and more pays close attention to the user experience problem, at the VIP user of enterprise, should provide more intensive service, and client's experience is constantly promoted.
2, along with the development of enterprise, user crowd constantly increases, and customer service system will face the problem of server updating often in the face of growing user's request.
The data of enterprise and information are the most valuable wealth of enterprise, how effectively solution in data transmission procedure information leakage and hacker's attack, become the matter of utmost importance of business data safety.
Summary of the invention
Purpose of the present invention realizes the method for call center for what a kind of quick, safety is provided, can supports that complex operations requires based on the XMPP agreement.
Realize that the above-mentioned purpose technical scheme is as follows:
Realize the method for call center based on the XMPP agreement, its step is as follows:
The 1st step: the client and the end of attending a banquet sign in to communication server, and the end of attending a banquet enters the wait service state.
The 2nd step: the client calls customer service, by ACD, connect with attending a banquet of choosing, enter normal interaction mode.
The 3rd step: the client or the end request msg of attending a banquet, the XMPP protocol format with definition by the processing of communication server, sends request, connects data server.
The 4th step: data server is carried out various storing process according to the order of request, the data that inquiry needs, and Returning communication server.
The 5th step: communication server is handled the data of returning, and according to the form of definition, the mode by message sends to the request end.
The 6th step: the client end dialog, and the service of the person of attending a banquet estimated, finish communication process one time.
The 7th step: the end of attending a banquet enters can service state, waits for next user's incoming call.
The call center has use side, the automatic queue circuit of ACD, communication server and database server, and described use side comprises client and the end of attending a banquet, and client, the end of attending a banquet, data server and the automatic queue circuit of ACD are connected with communication server respectively.
Described client is divided into common customer end and advanced client, and advanced client has premium customers software.
Also have the VPN equipment that transmits data with VPN technologies in the call center, attending a banquet is connected to communication server by VPN through Intranet.
Core concept of the present invention is: give full play to XMPP agreement concurrency height, transformat is advantage freely, alleviates load of server; Use the transfer of data of VPN special line, strengthen safety of data transmission to greatest extent; By advanced level user being provided special-purpose software client, increase user's Experience Degree.
Technology of the present invention mainly is made up of three parts: XMPP underlying protocol, VPN network environment, software client.
Adopt the host-host protocol of XMPP agreement as bottom.Scalable message is handled on-the-spot agreement (eXtensible Messaging and Presence Protocol, XMPP) be a kind of based on extend markup language (eXtensible Markup Language, XML) near-end crosstalk streaming instant messaging agreement, it is embedded into scene and context-sensitive information mark in the XML structural data, make interpersonal, can intercom mutually immediately between the application system and between people and the application system, and the ripe server and client side that increases income arranged, agreement is increased income, can support the concurrency condition with higher, can support the complicated operations requirement, as state synchronized, registration, chat, rename, mass-sending, the XMPP agreement has been approved for the Internet instant messaging (Instant Messaging, IM) consensus standard.Because it adopts the XML language for the basis, and self-defining message transfer is provided great convenience, and by the definition to message transfer, can realize the transfer of data and the automatic analyzing and processing function of big data quantity.
VPN(Virtual Private Network) is defined as setting up a connection interim, safety by a common network (normally internet), is safe, a stable tunnel that passes chaotic common network.Virtual Private Network is the expansion to intranet, can help long-distance user, corporate branch office, business parnter and supplier to set up believable safety with the in-house network of company and connect, and guarantee the safe transmission of data.Adopt this technology, the Virtual Private Network solution of an enterprise will reduce significantly.In addition, Virtual Private Network can also be protected existing network investment, and along with user's commerce services constantly develops, the Virtual Private Network solution of enterprise can be integrated the network of various places.Attend a banquet no matter wherever for one, all can realize safe connection, make that the data of company are protected to greatest extent by Virtual Private Network.
The client is the basis of enterprise development, has the guarantee that stable customer group is enterprise development, has had more and more enterprises to recognize this problem now.How to occupy advantage in client with keen competition market, more and more higher to the requirement of client's user experience.At present this situation, to the high-end user of enterprise, provide exclusive access software, at software client, the user can experience more quality services.As, more efficiently service time, more professional consulting is answered, and obtains properer and thoughtful service.
The main beneficial effect of the inventive method is to introduce XMPP agreement and VPN method in customer service system, compare with other method of this paper background technology introduction, the this patent method possesses the performance height, safety and stability, the advantage of attention client user experience, utilization technology and method herein can be in customer service system, realization reduces cost, strengthen fail safe, increase customer satisfaction, improved corporate image greatly.Make a concrete analysis of as follows:
1, adopt the server and client side that increases income that maturation is arranged based on XMPP protocol of I M technology, agreement is increased income, and can support the concurrency condition with higher, can support the complicated operations requirement, as state synchronized, and registration, chat renames, mass-sending.
2, use transmission XMPP agreement that the XMPP agreement carries out data based on the XML technology, this just provides very high independence for user self-defined message, and the user can write various message and send according to the needs of oneself.In the ICSC project, use self-defining message format, the lot of data database data is transmitted.
3, adopt the ACD software engineering, realize the function of hardware queue's machine.Soft queuing not only can be saved cost, and uses flexibly, changes the implementation of strategy at any time according to different needs, and the random order of organizational politics, and soft queuing has become a kind of trend.
4, exchange the fast and stable of system for the pressure of database, all database manipulations all have storing process to finish, and to database side, system itself takies Installed System Memory and diminishes, and moves quicker with pressure transfer.
5, adopt the VPN special line, break through geological restraint, traditional call center, the person of attending a banquet will that is to say and will go company's working in a fixing Intranet scope; Adopt VPN technologies, just be equivalent to enter local area network (LAN), break through geological restraint as long as be connected to network.
6, provide advanced client, strengthen the key customer of customer experience, advanced client is provided, not only can enjoy the convenient of web version online service, can also experience more quality service at company.
Description of drawings
Fig. 1 is for adopting the connected mode schematic diagram of XMPP agreement as the bottom host-host protocol;
Fig. 2 adopts the connected mode schematic diagram of VPN Virtual Private Network at intranet;
Fig. 3 is the connection diagram of client and server;
Fig. 4 adopts the modular structure schematic diagram of the present invention of XMPP agreement;
Fig. 5 adopts the modular structure schematic diagram of the present invention of VPN technologies;
Fig. 6 software client function is formed schematic diagram.
Embodiment
Be described in further detail below in conjunction with the enforcement of accompanying drawing technical scheme:
By shown in Figure 4, the present invention adopts the XMPP agreement mainly to be made up of four modules: use side, ACD (queuing automatically), communication server, database server.
Use side is the general designation to software client, web client and the end of attending a banquet.The software client and the end of attending a banquet are logined by the username and password of registering, and the web client is logined by the built-in public number of the account of the web page.Form by XMPP provides sends log messages, and communication server is received after the message, can handle sending message, isolates the information that needs, and verifies to the background data base server, after checking, logins successfully.
ACD (Automatic Call Distribution), queuing system automatically.Effective call to the client is accepted, and searches for the online person of attending a banquet then, according to the queuing policy that configures, select the only person of attending a banquet to distribute, choose after the person of attending a banquet, the sender and the reciever of XMPP agreement all are determined, and clearly expression is arranged in the message of encapsulation.In this way, each client's calling all can form a complete message at last, comprises the sender of order, the reciever of order and concrete command context in this message.So,,, can make communication arrive accurately owing in the XMPP agreement, clearly indicated both sides' relation in the face of in a large number of users paging call.After connection is set up and has been got well, the various interactively operations such as can chat of client and the person of attending a banquet, because all comprise clear and definite information in each bar message the inside, so the connection of setting up need not specially be retained, do not worry connecting the target that can not find transmission after the disconnection, for communication server has alleviated very big pressure.
Communication server.As the processing server of XMPP agreement, mainly the various message that send by the XMPP agreement are handled.The user can formulate message format according to the needs of oneself.Every kind of message format all has corresponding processing, analytical method.Because form can be formulated as requested, so send data, analyze data, accept data, can handle by method in common, reduced size of code greatly, the programmer is freed from the work that repeats.
Database server is responsible for preserving various information, and guarantees data security.The operating process of all data is finished by the storing process in the database fully, exchanges the load capacity of server for the pressure of database.The result who checks out can provide form by the XMPP agreement, sends to server and handles, and turns back to the request end as required.Database is safeguarded by the data base management system of special enterprise-level, such as Oracle, SQL Server, Sybase etc.Database module of the present invention can be used as standalone module and is placed on the independent server and moves, and also can save system cost and communication server and be placed on the same station server and move.
By shown in Figure 5, if employing VPN technologies of the present invention transmission data owner uses VPN equipment in in-company local area network (LAN).The client is connected to communication server by public network, attends a banquet to be connected to communication server by the VPN Intranet.The request that the client sends, after handling through communication server, by the VPN private line access to attending a banquet or database server.By this technology, can in data query and internal communication, prevent that data from leaking, only last result is turned back to client by public network, data exposed few more, fail safe is high more.And can effectively existing local area network (LAN) be constructed as a big local area network (LAN), really realize data sharing.
Fig. 6 has represented the difference of software client and web client among the present invention.Software client not only comprises the function of all web clients on function, and possesses value-added functionalitys such as knowledge base inquiry, off-line message, Priority Service, customer priorities, client's return visit.
By the knowledge base inquiry, the client can be according to keyword, and the traversal knowledge base server is inquired about the content that oneself needs, and is convenient, fast.
If the client is pressed for time, can not directly link up with attending a banquet, can give the message of attending a banquet by the mode of off-line message, and need can select the mode (Email, phone) of answer.
Web end and software client incoming call simultaneously, under the identical situation of condition, the selected Priority Service of software client, real " VIP passage ".
Attend a banquet by the log-on message of software client, can know product and preference that the client buys, offer the more professional service of client, and can the very first time product that the client likes be recommended.
The login of use software client, the end of attending a banquet can initiatively invite the client to carry out session, understands client's idea, makes service more press close to client's needs.
The above; only for the preferable embodiment of the present invention, but protection scope of the present invention is not limited thereto, and anyly is familiar with those skilled in the art in the technical scope that the present invention discloses; the variation that can expect easily or replacement all should be encompassed within protection scope of the present invention.Therefore, protection scope of the present invention should be as the criterion with the protection range of claims.
Claims (4)
1, realize the method for call center based on the XMPP agreement, it is as follows to it is characterized by step:
The 1st step: the client and the end of attending a banquet sign in to communication server, and the end of attending a banquet enters the wait service state;
The 2nd step: the client calls customer service, by ACD, connect with attending a banquet of choosing, enter normal interaction mode;
The 3rd step: the client or the end request msg of attending a banquet, the XMPP protocol format with definition by the processing of communication server, sends request, connects data server;
The 4th step: data server is carried out various storing process according to the order of request, the data that inquiry needs, and Returning communication server;
The 5th step: communication server is handled the data of returning, and according to the form of definition, the mode by message sends to the request end;
The 6th step: the client end dialog, and the service of the person of attending a banquet estimated, finish communication process one time;
The 7th step: the end of attending a banquet enters can service state, waits for next user's incoming call.
2, the method that realizes the call center based on the XMPP agreement according to claim 1, it is characterized by the call center and have use side, the automatic queue circuit of ACD, communication server and database server, described use side comprises client and the end of attending a banquet, and client, the end of attending a banquet, data server and the automatic queue circuit of ACD are connected with communication server respectively.
3, the method based on XMPP agreement realization call center according to claim 2 is characterized by the call center and also has the VPN equipment that transmits data with VPN technologies, and attending a banquet is connected to communication server by VPN through Intranet.
4, the method based on XMPP agreement realization call center according to claim 2 is characterized by described client and is divided into common customer end and advanced client, and advanced client has premium customers software.
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| Application Number | Priority Date | Filing Date | Title |
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| CNA2008101827459A CN101415008A (en) | 2008-12-04 | 2008-12-04 | Method for implementing call centre based on XMPP protocol |
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| CNA2008101827459A CN101415008A (en) | 2008-12-04 | 2008-12-04 | Method for implementing call centre based on XMPP protocol |
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Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101662549A (en) * | 2009-09-09 | 2010-03-03 | 中兴通讯股份有限公司 | Customer evaluation system and customer evaluation method based on voice |
| CN101931713A (en) * | 2010-08-06 | 2010-12-29 | 中兴通讯股份有限公司 | Virtual seating system and method |
| CN102325133A (en) * | 2011-08-25 | 2012-01-18 | 武汉大学 | Remote sensing image joint interpretation method based on extensible messaging and presence protocol (XMPP) |
| CN103514547A (en) * | 2013-03-29 | 2014-01-15 | 洛阳中创网络技术服务有限公司 | Online customer service communication method and system for enterprise website |
| CN106161194A (en) * | 2015-04-13 | 2016-11-23 | 上海神计信息系统工程有限公司 | A kind of online customer service center based on XMPP instant message exchange system |
| CN110069350A (en) * | 2019-04-24 | 2019-07-30 | 北京思特奇信息技术股份有限公司 | Internet Obj State synchronous method, device and storage medium |
| CN111641691A (en) * | 2020-05-20 | 2020-09-08 | 北京字节跳动网络技术有限公司 | Session message transmission method and device and electronic equipment |
-
2008
- 2008-12-04 CN CNA2008101827459A patent/CN101415008A/en active Pending
Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101662549A (en) * | 2009-09-09 | 2010-03-03 | 中兴通讯股份有限公司 | Customer evaluation system and customer evaluation method based on voice |
| CN101662549B (en) * | 2009-09-09 | 2013-02-27 | 中兴通讯股份有限公司 | Customer evaluation system and customer evaluation method based on voice |
| CN101931713A (en) * | 2010-08-06 | 2010-12-29 | 中兴通讯股份有限公司 | Virtual seating system and method |
| WO2012016437A1 (en) * | 2010-08-06 | 2012-02-09 | 中兴通讯股份有限公司 | Virtual operator position system and method |
| CN102325133A (en) * | 2011-08-25 | 2012-01-18 | 武汉大学 | Remote sensing image joint interpretation method based on extensible messaging and presence protocol (XMPP) |
| CN102325133B (en) * | 2011-08-25 | 2014-04-02 | 武汉大学 | Remote sensing image joint interpretation method based on extensible messaging and presence protocol (XMPP) |
| CN103514547A (en) * | 2013-03-29 | 2014-01-15 | 洛阳中创网络技术服务有限公司 | Online customer service communication method and system for enterprise website |
| CN106161194A (en) * | 2015-04-13 | 2016-11-23 | 上海神计信息系统工程有限公司 | A kind of online customer service center based on XMPP instant message exchange system |
| CN110069350A (en) * | 2019-04-24 | 2019-07-30 | 北京思特奇信息技术股份有限公司 | Internet Obj State synchronous method, device and storage medium |
| CN110069350B (en) * | 2019-04-24 | 2021-07-27 | 北京思特奇信息技术股份有限公司 | Internet object state synchronization method and device and storage medium |
| CN111641691A (en) * | 2020-05-20 | 2020-09-08 | 北京字节跳动网络技术有限公司 | Session message transmission method and device and electronic equipment |
| CN111641691B (en) * | 2020-05-20 | 2022-09-23 | 北京字节跳动网络技术有限公司 | Session message transmission method and device and electronic equipment |
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Open date: 20090422 |