基于集约运营的10000号跨域话务平台架构研究与实现

Research and implementation of cross-domain platform architecture of 10000 customer service system based on intensive operation

文章分析了中国电信10000号客户服务系统集约运营所面临的技术挑战,给出了总体设计思路,提出了跨域话务平台架构设计,说明了云池故障、浪涌呼叫、核心网接入故障等典型场景下的处理机制,最后指出平台在企业业务上云、产业数字化背景下的应用价值。

This paper analyzes the technical challenges faced by the intensive operation of China Telecom 10000 customer service system,gives the overall design idea,puts forward the cross-domain call center platform architecture design,explains the processing mechanism in typical scenarios such as cloud pool failure,surge call,core network access failure,and finally points out the platform application value in the context of enterprise business platform cloudization and industry digitalization.