Construction Program And Realization Of Pairs Of Call Center And Call Balance

At present, China Mobile Communications Corporation Guangxi Branch has a call center for the province to provide services to mobile customers. The call center which relay resources and seat resources are close to the maximum capacity, is unable to meet growing customer volume and call volume, and all seats connected to a central that will be a hidden danger of a single point of failure, if there is failure, the province's mobile customers can not call the hotline at 10086.Therefore, China Mobile Guangxi Customer Service Center will be construction as the two nodes, capacity of the original node remain unchanged (traditional switches), add a second call center (soft switch), and increased network call center equipment, when customers dial 10086 whichever center them access can enter the relevant skills of artificial queue, truly put into effect" from a point of access, get the whole network services".The relays of two call center are connected to Mobile Network Gateway Board, and they take the form of load sharing the voice traffic of the province's customer service call 10086, when it transfers to manual service from IVR, the phone according to balance routing strategy of the voice traffic enter the artificial seat of this center or another center, ensured a balanced utilization of the two center seats, customer's calls can be queued into the seat smoothly.The main contents of this paper is divided into five chapters, namely: the current network status, the thinking of construction,the construction program,the two-center platform configuration and management, summary and outlook, This dissertation focuses on provided solutions of two-center construction. I as a customer service system maintenance supervisor, full participation in traffic calculation, design of construction program and system structure, project management, and took over maintenance of the system monitoring. The project was put into construction in 2008, put into use in 2009, the system is running well, Part of the application functions was first used in China.