智能办公系统中基于模糊理论的联动呼叫技术

Linked Call Technology Based on Fuzzy Theory in Intelligent Office System

目前国网公司在处理语言通信业务时,其行政话机都是通过人工查询通信录,并以手工方式进行拨号通话,效率很低,给用户带来了很多的不便。针对上述情况,文中提出了一种面向智能办公系统的基于IMS的会话系统架构,可以将桌面终端和本地IMS的电话终端进行连接,实现本地IMS终端与呼叫用户之间的话机联动,从而可以实现智能呼叫。会话系统架构从用户的角度出发,选取了呼叫间隔时间、呼叫中心区域、呼叫频率和呼叫持续时间四个参数,采用模糊理论技术分析了每个用户来电的重要程度,较好地处理了客户呼叫问题,从而可以提高用户的满意度。仿真结果表明,该系统在处理客户呼叫问题时可以有效降低呼叫损失,并且能够提高行政桌面呼叫沟通效率。

At present,when dealing with language communication business,the state grid company uses its administrative telephone to manually inquire the communication record and dial the telephone in a manual way.The efficiency is very low,which brings a lot of inconvenience to users.In view of the above situation,we propose an IMS-based session system architecture for intelligent office systems,which can connect the desktop terminal with the local IMS telephone terminal to realize the linkage between the local IMS terminal and the calling user.From the perspective of the user,the session system architecture selects four parameters:call interval time,call center area;call frequency and call duration.The fuzzy theory is used to analyze the importance of each user’s incoming call.The session system architecture can better handle the customer and increase user satisfaction.The simulation shows that the system proposed can effectively reduce call loss and improve the efficiency of administrative desktop call communication.