CN100531039C

CN100531039C - Method for implementing client system state machine using database

Info

Publication number: CN100531039C
Application number: CNB2007100761356A
Authority: CN
Inventors: 陈先彬
Original assignee: ZTE Corp
Current assignee: Guangdong Huabo Enterprise Management Consulting Co ltd; Nantong Jetech Software Technology Co ltd
Priority date: 2007-06-26
Filing date: 2007-06-26
Publication date: 2009-08-19
Anticipated expiration: 2027-06-26
Also published as: CN101114919A

Abstract

The invention discloses a method for realizing the state machine of a customer service system by using a database. The customer service system includes a service control point and an attendant console system. A database of code realization conditions; the attendant console system accesses the status codes and status code realization conditions in the database through the service control point. The method of the invention can conveniently modify the state code and the state code realization condition data in the database, so that the state machine can flexibly control the traffic state of the customer service system through the state code and the state code realization condition.

Description

A kind of method of utilizing database to realize client system state machine

Technical field

The present invention relates to data communication field, relate in particular to a kind of implementation method of utilizing database to realize the state machine of customer service system.

Background technology

In present data communication field, for realizing the effective control to trafficwise in the customer service system, the realization of state machine generally takes to use predefined fixing conditional code, in program operator's state is controlled, and specific implementation as shown in Figure 1.During customer call, operator's state is controlled transformation, under the changeless situation of user's demand, can realize State Control according to state that pre-defines and state realization condition thereof.

Above-mentioned state machine realization mechanism, after in a single day state defines, control by program code, though can control effectively, if but conditional code changes, or the conditional code realization condition changes, and must realize by the update routine code, therefore pretty troublesome to the maintenance of state machine, and the flexibility of state machine is relatively poor.

For example, in the whole province's customer service system construction scheme, each districts and cities require when inconsistent, state machine designs at different districts and cities, and implementation is all different, to this situation, can only develop the state machine of a plurality of versions, form waste of manpower resource, and also unusual height of maintenance cost.

Be accompanied by continuous increase, the refinement of customer service, client's expansion demand constantly increases, and wants to realize different business functions, and the operator's state in the customer service system also will constantly expand.In addition, different customer service system has nothing in common with each other to the requirement of State Control.The standing state machine is controlled the mode of customer service system trafficwise, has influenced the extended capability of customer service system, causes the competitiveness of system to descend.

Therefore, there is defective in prior art, requires further improvement and develops.

Summary of the invention

The objective of the invention is at problems of the prior art, a kind of method of utilizing database to realize client system state machine is provided, can revise conditional code and conditional code realization condition easily, make state machine control the trafficwise of customer service system flexibly.

Technical scheme of the present invention is as follows:

A kind of method of utilizing database to realize client system state machine, its customer service system comprises service control point, is used to store customer data and service logic, and an attendant console system, be used to all clients that unified manual service center is provided, said method comprising the steps of:

A, one database that is used for store status sign indicating number and conditional code realization condition is set at described service control point;

B, described attendant console system carry out access by described service control point to conditional code and conditional code realization condition in described database;

C, when described conditional code or conditional code realization condition change, the data sync of described conditional code or conditional code realization condition to state machine, is carried out State Control by conditional code and conditional code realization condition after changing.

Described method, wherein, described step B also comprises:

B1, the conditional code that predefine is good and the conditional code realization condition that may occur at each conditional code write database.

Described method, wherein, described step B also comprises:

B2, described state machine are got conditional code and conditional code realization condition to described database.

Described method, wherein, described step B also comprises:

B3, when each operator lands described attendant console system, described state machine is provided with this operator's state according to corresponding described conditional code realization condition;

B4, client are linked into described attendant console system by the customer service interface;

B5, described attendant console system obtain each operator's state by routing queue module to state machine, find the operator that satisfies condition and with client UNICOM.

Described method, wherein, described step B5 also comprises: for the altered operator of status condition, the state that described state machine changes the operator is a described conditional code realization condition state pointed.

Described method, wherein, described step C also comprises:

C1, user's expansion demand change conditional code and conditional code realization condition in the database, and the notify status machine;

C2, described state machine receive database message, refetch state sign indicating number and conditional code realization condition.

Described method, wherein, described attendant console system adopts conditional code and conditional code realization condition after changing that operator's state is controlled during to customer service.

Compared with prior art, the implementation method of a kind of client system state machine provided by the invention, based on database mode state of a control sign indicating number and conditional code realization condition, the data of conditional code and conditional code realization condition are controlled the trafficwise of customer service system in the state machine reception database.The present invention is convenient to revise conditional code and conditional code realization condition, saved and revised the required human resources of state machine program code, reduced the cost of maintenance state machine, the flexibility of state machine control customer service system trafficwise is strengthened, improved the extended capability and the competitiveness of customer service system system simultaneously.

Description of drawings

Fig. 1 is traditional state machine implementation schematic diagram;

The flow chart that Fig. 2 controls the customer service system trafficwise for the present invention.

Embodiment

Below in conjunction with accompanying drawing, preferred embodiment of the present invention is described in further detail.

The implementation method of client system state machine provided by the invention, its customer service system comprises the service control point (SCP), and an attendant console system.

Described service control point (SCP) is used to store customer data and service logic; Its major function is to receive Query Information and the Query Database that the client sends here, and carries out various decodings; Described service control point (SCP) starts different service logics according to the various call events of client simultaneously, sends the calling control command according to different service logics, thereby realizes various call function.

Described attendant console system is used to all clients that unified manual service center is provided

The implementation method of client system state machine provided by the invention is based on database mode and comes method that conditional code and conditional code realization condition are controlled, may further comprise the steps:

1) database that is used for store status sign indicating number and conditional code realization condition is set in described service control point (SCP);

2) described attendant console system carries out access by described service control point to conditional code and conditional code realization condition in described database; For example:

A. the user writes described database with the conditional code that pre-defines and each conditional code realization condition that may occur at each conditional code;

B. described state machine is collected conditional code and the conditional code realization condition in the described database;

When c. each operator landed by console, described state machine was provided with this operator's state according to corresponding conditional code realization condition;

D. the customer service interface that provides by customer service system of client is linked into described attendant console system manual service;

E. described attendant console system is obtained operator's state by routing queue module to described state machine, finds the operator that satisfies the conditional code realization condition and in client UNICOM;

F. for the altered operator of status condition, it is conditional code realization condition state pointed that described state machine changes operator's state according to the conditional code realization condition.

3) when described conditional code or conditional code realization condition change, the data sync of described conditional code or conditional code realization condition to state machine, is carried out State Control by conditional code and conditional code realization condition after changing.For example:

A. user's expansion demand changes conditional code and conditional code realization condition in the described database, and notifies described state machine;

B. described state machine receives described database message, refetch state sign indicating number and conditional code realization condition;

When c. customer service system was to customer service, described state machine adopted new conditional code and new conditional code realization condition that trafficwise is controlled.

The input of implementation method of the present invention is very low, realization conditional code control that can be convenient, flexible, and convenient the expansion.

Client's incoming call customer service system among the present invention is connected operator's process, and after described database positioning conditional code realization condition changes, the embodiment of described state machine respective handling process as shown in Figure 2:

Step 1: operator A lands by console, and to the registration of described service control point (SCP);

Step 2: described state machine receives operator A login message, searches corresponding login message condition, and changing conditional code is corresponding states sign indicating number realization condition purpose conditional code pointed, and specifying operator's A condition is idle condition;

Step 3: the client inserts customer service system by described customer service system interface;

Step 4: the client changes described manual service over to by the customer service system voice suggestion;

Step 5: the customer service system routing queue module is searched the operator that conditional code satisfies condition in the state machine, promptly searches the operator that state is an idle condition;

Step 6: judge whether to find the operator, successfully change next step, otherwise return, the customer service system voice suggestion does not have idle operator, changes step 3 over to;

Step 7: find operator A and satisfy condition, operator A is pre-assigned to this client;

Step 8: described state machine receives preassignment message, searches corresponding preassignment message condition, and the state that changes operator A is a seizure condition;

Step 9: customer service system is connected operator A, operator A ring by described service control point (SCP);

Step 10: customer service system judges whether to connect operator A, successfully changes next step, otherwise returns, and the customer service system voice suggestion does not have the call operator failure, changes step 3 over to;

Step 11: described state machine receives ALERTING message, searches corresponding ALERTING message condition, and the state that changes operator A is a ringing condition;

Step 12: operator A answers calling, and described state machine receives call message, searches corresponding call message condition, and the state that changes operator A is a talking state;

Step 13: end of conversation, described state machine receives end of conversation message, searches corresponding end of conversation condition, and the state that changes operator A is an idle condition;

Step 14: the conditional code realization condition in the described database of user's modification requires to change over to behind the end of conversation and shows busy condition;

User's request has change in using, to conditional code and the additions and deletions to some extent of conditional code realization condition;

Step 15: after the corresponding conditional code realization condition data, data sync is arrived described state machine in the good described database of modification;

Step 16: described state machine empties previous status sign indicating number and conditional code realization condition, is changed to up-to-date conditional code and conditional code realization condition;

Step 17: during client's incoming call, during to above-mentioned steps 13, described state machine receives end of conversation message, searches corresponding end of conversation condition, and the state that changes operator A is for showing busy condition.

The method of client system state machine of the present invention, compatible fully to existing state machine function, and to have remedied conditional code be fixing and can not revise this defective, simultaneously, also can set for the switchover condition between state, flexible to operation, abundant to the utilization of resources, the customer service system extendibility is strengthened have versatility.

In a word, the present invention is not limited to above-mentioned execution mode, anyly is familiar with this operator, without departing from the spirit and scope of the present invention, all should drop within protection scope of the present invention.

Claims

1. A method of utilizing a database to realize a state machine of a customer service system, the customer service system comprising a business control point for storing customer data and business logic, and an attendant console system for providing a unified manual service center for all customers, The method comprises the steps of:

A. A database for storing operator status codes and operator status code realization conditions is set at the service control point;

B. The operator console system accesses the operator status code and the operator status code realization condition in the database through the service control point;

C. When the operator status code or the operator status code realization condition is changed, the data of the operator status code or the operator status code realization condition is synchronized to the state machine, and the operator status code and the operator status code realization condition are carried out according to the changed operator status code state control.

2. The method according to claim 1, wherein said step B further comprises:

B1. Write the predefined operator status codes and possible operator status code realization conditions for each operator status code into the database.

3. The method according to claim 2, wherein said step B further comprises:

B2. The state machine obtains the operator status code and the realization condition of the operator status code from the database.

4. The method according to claim 3, wherein said step B further comprises:

B3. When each operator logs into the attendant console system, the state machine sets the operator's state according to the corresponding operator status code realization condition;

B4. The customer accesses the attendant console system through the customer service interface;

B5. The attendant console system obtains the status of each operator through the routing queuing module to the state machine, finds an operator who meets the conditions, and communicates with the customer.

5. The method according to claim 4, characterized in that, said step B5 further comprises: for the operator whose state code realization condition has changed, said state machine changes the state of the operator to be pointed to by said operator state code realization condition status.

6. The method according to claim 1, characterized in that said step C further comprises:

C1. User expansion requirements, change the operator status code in the database and the implementation conditions of the operator status code, and notify the state machine;

C2. The state machine receives the database message, and retrieves the operator status code and operator status code realization conditions.

7. The method according to claim 6, characterized in that, when the attendant console system serves customers, it uses the changed attendant status code and the realization condition of the attendant status code to control the attendant status.