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A control method on multi-point dual redundancy system of call center

A dual-machine redundancy and call center technology, applied in transmission systems, digital transmission systems, electrical components, etc., can solve problems such as difficult to ensure 24-hour non-stop operation of the system, and achieve the effect of ensuring integrity

Inactive Publication Date: 2010-09-08
SHENZHEN CLOU ELECTRONICS
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In the CTI, RMS, IVR and other nodes that are most prone to problems, it is difficult to ensure that the system runs 24 hours a day without using the full dual-machine mode

Method used

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  • A control method on multi-point dual redundancy system of call center
  • A control method on multi-point dual redundancy system of call center
  • A control method on multi-point dual redundancy system of call center

Examples

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Embodiment Construction

[0047] As shown in FIG. 2 , the control system of the call center multi-point redundant system of the present invention includes: a main and a standby control board switch (such as an American Harris switch), a CTI server, an IVR server and an RMS server. Among them, the CIT server is set to dual-machine hot backup mode, and the IVR server and RMS server are set to dual-machine mutual buffer mode.

[0048] The core of the invention lies in the detection of the abnormal situation of the CTI dual servers, the synchronization of status data and the resource allocation of the CTI servers to the IVR dual servers and the RMS dual servers. The main method for detecting the abnormality of the CTI server is to use heartbeat detection on different links to complete. During the status data synchronization process, the primary CTI server classifies and compresses the synchronization data into different data packets, adds frame headers, content identifiers, frame tails and checksums, and t...

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PUM

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Abstract

The invention relates to and discloses a multi-point double-machine redundancy system control method used in a call center and comprises the following procedures: a. a principal CTI server and a spare CTI server checks the state of each other ceaselessly; b. the principal CTI server carries out compression to status data waiting for synchronization and adds frame headers, frame ends and check codes and sends the data to the spare CTI server; c. the spare CTI server carries out decompression to the status data packets sent from the principal CTI server, analyzes the data packets and carries out automatic synchronization after judging the validity; d. the principal CTI server ceaselessly checks an IVR server and an RMS server working concurrently, and the checking results is sent synchronously to the spare CTI server; e. the principal CTI server and the spare CTI server receives the information of link state from a switch ceaselessly and is synchronous with the switch link. The invention ensures the integrity of data and high reliability of business.

Description

technical field [0001] The invention relates to a multi-point dual-machine redundant technology, and more specifically, relates to a control method of a dual-machine redundant system among multiple servers with different functions in a large-scale call center system. Background technique [0002] In a large-scale call center system, the stability and reliability of the system are more important. To ensure that a system will never stop, every node and every link of the system must consider its redundancy and backup, especially if it is prone to failure the key link. [0003] The core components of the call center include switches, Computer Telephoney / Telecommucation Integration (CTI for short), Record Management System (RMS for short), Interactive Voice Response (IVR for short), background database, etc. [0004] As shown in Figure 1, in existing technologies and applications, a single node of a database generally consists of two servers, an external disk array (RAID) and co...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L1/22H04W84/20H04W24/04
Inventor 李湘平
Owner SHENZHEN CLOU ELECTRONICS
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