分布式呼叫中心ACD的设计
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摘要
传统的呼叫中心是一种基于PSTN(公共交换电话网络)的呼叫中心,是在PBX即交换机的基础上建立的。但传统的PBX采用的是专用技术,缺乏开放性和标准性,并且价格昂贵,最为关键是技术要求场地相对集中,设备具有较强的封闭性,无法和企业内部网络复用等等,以上各种原因无法满足企业对于运营成本降低的期望。随着计算机和通信技术的不断发展,带动传统的呼叫中心走向一种全新的形式——分布式呼叫中心,为解决这个问题带来了契机。
首先,本文对SIP协议进行了简单介绍,SIP协议的工作原理,以及SIP协议如何建立,修改,终止会话,并简单的描述了基于SIP协议的IP通话过程。根据SIP协议的特点,考虑SIP协议能否支持呼叫控制功能,即SIP协议是否支持转接,求助,抢答等呼叫控制功能,搭建了分布式呼叫中心的系统平台;设计了许多拓展协议,这些协议能够实现对座席状态进行查询、对呼叫进行路由分配等业务功能。
其次,根据有限状态机理论,采用面向对象技术,通过State设计模式,抽象出了坐席软电话模型;对网络ACD模块的呼叫路由分配机制进行了设计,并且对业务处理层抢接调度算法、基于令牌的轮询调度算法、基于服务次数调度算法、基于服务技能调度算法的设计进行了详细描述;介绍了网络ACD模块的三层软件体系:网络通信层、业务处理层、GUI层;对网络通信层基于Qt信号和槽机制的实现,业务处理层话路日志的设计与功能的实现,GUI层基于Qt信号与槽机制和多线程以及所提供的功能的实现,进行了简单的介绍。
最后,对坐席软电话模块及网络ACD模块设计了测试方案,进行了测试,并对测试结果进行分析。
The call center is a traditional PSTN-based call center is in the PBX that is established on the basis of the switch. However, the traditional PBX with the specific technology, lack of openness and standardization, and expensive, the most critical is the relative concentration of technical requirements for space, equipment, closed with a strong, can not be reused within the enterprise network, etc., the above Various reasons can not meet enterprise expectations for lower operating costs. With the computer and communication technology continues to evolve, the traditional call center to promote a new form - distributed call centers to bring an opportunity to solve this problem.
First, the paper briefly introduces the SIP protocol, SIP protocol works, and how the SIP protocol to establish, modify, terminate the session, and a simple description of SIP-based IP call during a call. According to the characteristics of SIP protocol, to consider whether to support SIP call control protocol, ie whether to support the SIP protocol adapter, help, answer in other call control functions, to build a distributed call center platform; design of a number of development agreements, which To achieve the state of the agent to query, routing the call distribution and other business functions.
Secondly, based on finite state machine theory, object-oriented technology, through the State design pattern, abstract seats out of the soft phone model; network ACD call routing module distribution mechanism was designed, and then robbed the business process layer scheduling algorithm Token-based round-robin scheduling algorithm, the number of service-based scheduling algorithm, scheduling algorithm based on service skills, a detailed description of the design; introduced the network layer software architecture ACD module: network communication layer, business process layer, GUI layer; on network communications layer Qt signals and slots mechanism based on the realization of the business process layer, then road design and function of the log implementation, GUI layer based on Qt signals and slots mechanism and multi-threaded, and the realization of the functionality provided, for a simple introduction.
Finally, the soft phone module and the network agent ACD module design the test program were tested, and test results were analyzed.
首先,本文对SIP协议进行了简单介绍,SIP协议的工作原理,以及SIP协议如何建立,修改,终止会话,并简单的描述了基于SIP协议的IP通话过程。根据SIP协议的特点,考虑SIP协议能否支持呼叫控制功能,即SIP协议是否支持转接,求助,抢答等呼叫控制功能,搭建了分布式呼叫中心的系统平台;设计了许多拓展协议,这些协议能够实现对座席状态进行查询、对呼叫进行路由分配等业务功能。
其次,根据有限状态机理论,采用面向对象技术,通过State设计模式,抽象出了坐席软电话模型;对网络ACD模块的呼叫路由分配机制进行了设计,并且对业务处理层抢接调度算法、基于令牌的轮询调度算法、基于服务次数调度算法、基于服务技能调度算法的设计进行了详细描述;介绍了网络ACD模块的三层软件体系:网络通信层、业务处理层、GUI层;对网络通信层基于Qt信号和槽机制的实现,业务处理层话路日志的设计与功能的实现,GUI层基于Qt信号与槽机制和多线程以及所提供的功能的实现,进行了简单的介绍。
最后,对坐席软电话模块及网络ACD模块设计了测试方案,进行了测试,并对测试结果进行分析。
The call center is a traditional PSTN-based call center is in the PBX that is established on the basis of the switch. However, the traditional PBX with the specific technology, lack of openness and standardization, and expensive, the most critical is the relative concentration of technical requirements for space, equipment, closed with a strong, can not be reused within the enterprise network, etc., the above Various reasons can not meet enterprise expectations for lower operating costs. With the computer and communication technology continues to evolve, the traditional call center to promote a new form - distributed call centers to bring an opportunity to solve this problem.
First, the paper briefly introduces the SIP protocol, SIP protocol works, and how the SIP protocol to establish, modify, terminate the session, and a simple description of SIP-based IP call during a call. According to the characteristics of SIP protocol, to consider whether to support SIP call control protocol, ie whether to support the SIP protocol adapter, help, answer in other call control functions, to build a distributed call center platform; design of a number of development agreements, which To achieve the state of the agent to query, routing the call distribution and other business functions.
Secondly, based on finite state machine theory, object-oriented technology, through the State design pattern, abstract seats out of the soft phone model; network ACD call routing module distribution mechanism was designed, and then robbed the business process layer scheduling algorithm Token-based round-robin scheduling algorithm, the number of service-based scheduling algorithm, scheduling algorithm based on service skills, a detailed description of the design; introduced the network layer software architecture ACD module: network communication layer, business process layer, GUI layer; on network communications layer Qt signals and slots mechanism based on the realization of the business process layer, then road design and function of the log implementation, GUI layer based on Qt signals and slots mechanism and multi-threaded, and the realization of the functionality provided, for a simple introduction.
Finally, the soft phone module and the network agent ACD module design the test program were tested, and test results were analyzed.
引文
[1]姚俊峰.基于IP的分布式呼叫中心技术研究[J].信息通信,2005,20(5):449-452.
[2]陈泓著.分布式呼叫中心应用设计[J].通信世界,2007,(9):12-14.
[3]廖鸿宇,张振西.CTI技术的应用和开发[J].中州大学学报,2001,10(4):91-93.
[4]潘中平.智能网呼叫中心的发展[J].电信技术,2000,(11):8-10.
[5] NICHOLAS J.Video In The Call Center [J].Information Week, 2008, (1202):12-16.
[6]安建强.IP电话及其发展状况[J].电子工程师,2009,(6):4.
[7]王红熳等,SIP协议栈的实现与应用[J].北京邮电大学学报,2000,(12):6-9.
[8]田俊,王慕坤.CTI技术及交互式语音应答系统研究[J].哈尔滨理工大学学报,2006,(3):16-17.
[9]赵秀焕,蔡乐才等.基于CTI的交互式电话语音系统的设计与实现[J].四川理工学院学报:自然科学版,2009:30-43.
[10]虞志文等,基于SIP的SoftPhone的设计与实现[J].计算机应用,2003,(12):50-51.
[11] Sohn, So Young.Cost of Ownership Model for a CRM System [J].Science of Computer Programming, 2006, 60(1):24-25.
[12] Richardson.The Contradictions of CRM [J].Information & Organization, 2006, 16(2):26-27.
[13]丁汉清,韩雪琴,杨永双.基于VxWorks的VoIP网关的设计与实现[J].微计算机信息,2007,23(9-2):92-94.
[14]李西明,刘伟平,黄红斌等.一种基于VoIP技术的呼叫中心综合服务平台设计方案[J].微计算机应用,2005,26(1):63-65.
[15]胡延平,廖雷.基于CTI的呼叫中心系统设计与实现[J].计算机工程与设计,2003,24(3):37-39.
[16]赵慧玲.NGN和软交换[J].中兴通讯技术,2005,11(3):15-17.
[17]胡杰,李朝举.SIP协议在呼叫中心的应用[J].数据通信,2005,(1):48-50.
[18]罗文超.IP分布式呼叫中心[J].科技情报开发与经济,2004,14(12):269-270.
[19]纪禄平,罗克露.基于三层结构的分散式呼叫中心系统[J].计算机应用,2004,24(12):147-149.
[20] Krill, Paul.Ten Changes to Visual Studio [J].Iinfo World, 2005, 27(23):14-15.
[21]叶惠,东进.让CTI从配角变成主角[J].通讯世界,2007,(5):73-74.
[22]夏欢,熊前兴,刘炜.CTI技术研究与程序实现[J].软件导刊,2007,(12):48-50.
[23]何为民,戚英豪.基于CTI技术实现小型呼叫中心[J].计算机应用与软件,2004, 21(6):43-44.
[24]林蔚.呼叫中心建设方案探讨[J].电信技术,2008,(6):40-42.
[25] NICHOLAS J.Video In The Call Center [J].Information Week, 2008, (1202):12-16.
[26]高媛婷,韩剑,方滨华.呼叫中心原理及其应用[C].黑龙江省通信学会学术年会,哈尔滨,2005:466-470.
[27] Goldenberg, Barton.Executive Support: The Most Important CRM Success Factor [J].CRM Magazine, 2006, 10(4):45-50.
[28] TRACEY E.How Unified Communications Benefits The Call Center [J].Customer Interaction Solutions, 2008, (21):21-24.
[29] KEITH D, MADELINE B.The Call Center Dictionary [J].The Complete Guide to CallCenter Technology and Operations, 2000, (8):31-58.
[30]罗文超.IP分布式呼叫中心[J].科技情报开发与经济.2004,14(12):269-270.
[31]周震刚,杨学良.用CTI中间件实现呼叫中心的多媒体接入[J].计算机工程与应用,2007,(1):31-34.
[32]吴安敏,彭海,杨国明.基于CTI的呼叫中心控制软件的实现[J].声学与电子工程,2001,(4):23-25.
[33]卢华,王保保.OSIP协议栈的研究及应用[J].电子科技,2006,(197):61-63.
[34]褚鑫.呼叫中心在广电网络的应用[J] .现代电视技术,2004,(3):96-98.
[35]徐雅斌,张云帆.基于CTI技术的呼叫中心的设计与实现[J].计算机工程,2007,(5):11-14.
[36] GERK M.Queuing Models of Call Canters:An Introduction [J].Annals of Operations Research, 2002, (8):367-465.
[37]刘波,吴学智,林海涛等.一种基于嵌入式技术的VoIP网关设计[J].世界电子元器件,2005,(8):27-29.
[38]雷晓荣,朱志祥.基于eXosip协议栈的软电话设计与实现[J].电声技术,2007,31(5):72-75.
[39] Nicholas C.Romano, Jerry Fjermestad.Electronic Commerce Customer Relationship Management: A Research Agenda.Information Technology and Management [J], 2003, (4):55-60.
[40] Jaideep Srivastava, Jau-Hwang Wang.A Case for Analytical Customer Relationship Management.European Archives of Oto-Rhino-Laryngology [J], 2000, 257(3):33-35.
[41] Sadashiv Adiga.Software Modeling of Manufacturing Systems.Annals of Operations Research [J], 1989, 17(1):363-377.
[42]王晨,杨俊.呼叫中心及其未来发展[J].电信技术,1999,(11):18-20.
[2]陈泓著.分布式呼叫中心应用设计[J].通信世界,2007,(9):12-14.
[3]廖鸿宇,张振西.CTI技术的应用和开发[J].中州大学学报,2001,10(4):91-93.
[4]潘中平.智能网呼叫中心的发展[J].电信技术,2000,(11):8-10.
[5] NICHOLAS J.Video In The Call Center [J].Information Week, 2008, (1202):12-16.
[6]安建强.IP电话及其发展状况[J].电子工程师,2009,(6):4.
[7]王红熳等,SIP协议栈的实现与应用[J].北京邮电大学学报,2000,(12):6-9.
[8]田俊,王慕坤.CTI技术及交互式语音应答系统研究[J].哈尔滨理工大学学报,2006,(3):16-17.
[9]赵秀焕,蔡乐才等.基于CTI的交互式电话语音系统的设计与实现[J].四川理工学院学报:自然科学版,2009:30-43.
[10]虞志文等,基于SIP的SoftPhone的设计与实现[J].计算机应用,2003,(12):50-51.
[11] Sohn, So Young.Cost of Ownership Model for a CRM System [J].Science of Computer Programming, 2006, 60(1):24-25.
[12] Richardson.The Contradictions of CRM [J].Information & Organization, 2006, 16(2):26-27.
[13]丁汉清,韩雪琴,杨永双.基于VxWorks的VoIP网关的设计与实现[J].微计算机信息,2007,23(9-2):92-94.
[14]李西明,刘伟平,黄红斌等.一种基于VoIP技术的呼叫中心综合服务平台设计方案[J].微计算机应用,2005,26(1):63-65.
[15]胡延平,廖雷.基于CTI的呼叫中心系统设计与实现[J].计算机工程与设计,2003,24(3):37-39.
[16]赵慧玲.NGN和软交换[J].中兴通讯技术,2005,11(3):15-17.
[17]胡杰,李朝举.SIP协议在呼叫中心的应用[J].数据通信,2005,(1):48-50.
[18]罗文超.IP分布式呼叫中心[J].科技情报开发与经济,2004,14(12):269-270.
[19]纪禄平,罗克露.基于三层结构的分散式呼叫中心系统[J].计算机应用,2004,24(12):147-149.
[20] Krill, Paul.Ten Changes to Visual Studio [J].Iinfo World, 2005, 27(23):14-15.
[21]叶惠,东进.让CTI从配角变成主角[J].通讯世界,2007,(5):73-74.
[22]夏欢,熊前兴,刘炜.CTI技术研究与程序实现[J].软件导刊,2007,(12):48-50.
[23]何为民,戚英豪.基于CTI技术实现小型呼叫中心[J].计算机应用与软件,2004, 21(6):43-44.
[24]林蔚.呼叫中心建设方案探讨[J].电信技术,2008,(6):40-42.
[25] NICHOLAS J.Video In The Call Center [J].Information Week, 2008, (1202):12-16.
[26]高媛婷,韩剑,方滨华.呼叫中心原理及其应用[C].黑龙江省通信学会学术年会,哈尔滨,2005:466-470.
[27] Goldenberg, Barton.Executive Support: The Most Important CRM Success Factor [J].CRM Magazine, 2006, 10(4):45-50.
[28] TRACEY E.How Unified Communications Benefits The Call Center [J].Customer Interaction Solutions, 2008, (21):21-24.
[29] KEITH D, MADELINE B.The Call Center Dictionary [J].The Complete Guide to CallCenter Technology and Operations, 2000, (8):31-58.
[30]罗文超.IP分布式呼叫中心[J].科技情报开发与经济.2004,14(12):269-270.
[31]周震刚,杨学良.用CTI中间件实现呼叫中心的多媒体接入[J].计算机工程与应用,2007,(1):31-34.
[32]吴安敏,彭海,杨国明.基于CTI的呼叫中心控制软件的实现[J].声学与电子工程,2001,(4):23-25.
[33]卢华,王保保.OSIP协议栈的研究及应用[J].电子科技,2006,(197):61-63.
[34]褚鑫.呼叫中心在广电网络的应用[J] .现代电视技术,2004,(3):96-98.
[35]徐雅斌,张云帆.基于CTI技术的呼叫中心的设计与实现[J].计算机工程,2007,(5):11-14.
[36] GERK M.Queuing Models of Call Canters:An Introduction [J].Annals of Operations Research, 2002, (8):367-465.
[37]刘波,吴学智,林海涛等.一种基于嵌入式技术的VoIP网关设计[J].世界电子元器件,2005,(8):27-29.
[38]雷晓荣,朱志祥.基于eXosip协议栈的软电话设计与实现[J].电声技术,2007,31(5):72-75.
[39] Nicholas C.Romano, Jerry Fjermestad.Electronic Commerce Customer Relationship Management: A Research Agenda.Information Technology and Management [J], 2003, (4):55-60.
[40] Jaideep Srivastava, Jau-Hwang Wang.A Case for Analytical Customer Relationship Management.European Archives of Oto-Rhino-Laryngology [J], 2000, 257(3):33-35.
[41] Sadashiv Adiga.Software Modeling of Manufacturing Systems.Annals of Operations Research [J], 1989, 17(1):363-377.
[42]王晨,杨俊.呼叫中心及其未来发展[J].电信技术,1999,(11):18-20.