Short and simple about complicated - routing in "8-800"

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    In a previous post, we examined the basic principles of the 8-800 service. Today we’ll talk about routing. What is “intelligent” routing and how does it work in the “8-800” service? I propose to consider it with real examples from my practice at MegaFon.

    I remind you once again that in the “8-800” service, SCP ( Service Control Point ) processes only routing rules, i.e. "Signal" component of the call. According to the optimal routing rules, the voice path is switched along the shortest route from the switch of subscriber A, who makes a call to the number “8-800” to the switch of subscriber B, which receives it.

    What parameters does SCP "8-800" have for deciding on call routing?
    First of all, these are actually numbers A and B participating in the call. For number A, its regional affiliation and location can be determined if it is a mobile subscriber. Of course, the rule can be built on the analysis of the time of day (for example, working or non-working hours) and the day of the week (for example, weekday or day off) or a specific date (for example, an additional holiday weekend). From a technological point of view, the number of trunks (SL) at number B and their employment can be analyzed. In addition, the reason for the lack of the ability to establish a connection with number B can be analyzed (for example, the free trunk or “accident” on the number has ended, that is, the number is not available for some reason). Personal black and white lists of the user of the 8-800 service can be analyzed, for example,

    (1) “From the technical specifications for routing number 8-800.”
    Routing platform number 8-800 should provide call forwarding according to the following rules:
    1. On business days from 9-00 to 18-00 all calls should be forwarded to 495 XXX-XX-XX.
    2. During non-working hours, calls should be forwarded to:
    2.1 Calls from city and mobile numbers in the Moscow region - to number 499 XXX-XX-XX.
    2.2 Calls from landline and mobile numbers of the Leningrad Region and the city of St. Petersburg - to number 812 XXX-XX-XX.
    2.3 Calls from city and mobile numbers of other regions to 383 XXX-XX-XX.
    3. If any of the forwarding numbers is unavailable, forward all calls to 4822 XX-XX-XX.

    This non-complicated routing option was implemented using standard tools - checking the time / date conditions and Subscriber A's belonging to the region. Additionally, the function of checking the availability of the forwarding number for making a call was used.

    (2) “From the technical specifications for routing number 8-800.”
    It is necessary to ensure geo-reservation of the number on the basis of three contact centers (CC) in Russia: the main call flow should be routed to the CC in Tver (90 SL). When the trunk of the Tver KC is full, the rest of the calls should be routed to the KT of the Volga region (60 SL). In the event of an accident at the Tver CC, route calls to Povolzhsky, and in the event of the last trunk overflow to the third CC in Yekaterinburg via SIP. In the event of an accident at the Tver and Volga CCs, all calls must be routed via SIP to the CCs in Yekaterinburg. In the event of an accident, the CC of Yekaterinburg - play a message to subscribers about the unavailability of the service.

    We managed to implement this option of routing settings using the routing function “primary / backup”, placing the target numbers of the control centers in a “cascade” one after another. For the CC of Yekaterinburg, the connection via the MultiFon SIP-Trunk via the VPN channel was configured. Each accident center had its own accident timer (the time during which the service was trying to establish a connection with the number) on the line.

    (3) "From the technical specifications for routing number 8-800."
    It is necessary to ensure the routing of calls to the rented CC during the promotion. Allow calls to number 8-800 only from certain regions of the Russian Federation. Be sure to limit the bill for traffic based on the budget of the advertising company.

    A joint calculation of the potential volume of calls was carried out with the Client, the average call processing time, the maximum allowable number of trunk lines were calculated based on the planned load on the CC, and a plan of the maximum possible number of calls per day was drawn up. Routing with restriction on regions was configured and counters were installed on the maximum number of calls per day. Thus, the promotion was carried out within the budget laid down by the client. In addition, according to the received statistical reporting, the Client was able to determine the actual number of potential consumers of their services and their affiliation with the regions of the Russian Federation, which allowed using these data for further business development.

    (4) “From the technical specifications for routing number 8-800.”
    It is necessary to ensure the routing of calls of the state utilities operator to its own contact center and to ensure the reservation of the channel in the event of an accident. In addition, it is necessary to ensure the transfer of part of the calls to the operator's quality control service. It is also necessary to limit the account for paying traffic based on the budget.

    The routing scheme was configured similarly to the previous one (3). It was only necessary to take into account the significant “bias” of the load in the first days of the month (apparently, the peak of the load was at the time of issuing and paying utility bills). In addition, routing by a cyclic counter was set up so that every 20th call was routed to a separate customer monitoring center quality control group. Separately, I had to select the maximum number of SLs, taking into account the fact that calls were also sent to the Moscow direct number of the Customer’s CC.

    From these examples, I hope, the practical application of the functions of the “intellectual” routing of the “8-800” service becomes clear. Of course, these functions can be used in various combinations, achieving a solution to the problem. It is also important that all the service configuration tools, as well as the most detailed call statistics, are available to customer administrators through the 8-800 management interface.

    Separately, I note an important point for potential customers of the "8-800" service. It is imperative to predict and plan the potential amount of traffic that will go to number 8-800 and use certain routing settings to eliminate excess load on your operators and reduce the risks of exceeding the budget. In MegaFon service “ Free number 8 800”, For example, there is a setting - the number of simultaneous calls that the client is ready to receive at a given time. This parameter is usually set depending on the number of telephone lines and operators who are ready to receive a call at the moment. The value can be changed, for example, reduced at lunchtime, after hours, etc. This is necessary so that those who call 8-800 do not “hang” for a long time on the phone in line, but can call back or contact the company in another way. Also, with a strictly limited budget, you can set the parameters for the number of calls that the company is ready to receive per day, week or month.

    In the next short article, I propose to consider in more detail the issues of tariffing for the “8-800” service.

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