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Call center disaster recovery system, implementation method and call centers

A call center disaster recovery and call center technology, applied in the field of communication, can solve problems such as low switching efficiency, high equipment cost, and inability to recover from disasters, and achieve the effect of reducing equipment costs and solving high equipment costs

Active Publication Date: 2012-09-05
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] (1) The cost of equipment is high: each server device needs to be configured with a separate backup server, and the backup server is idle for a long time, resulting in a waste of resources
[0007] (2) Low switching efficiency: After a device failure occurs, the original server system needs to be shut down and the standby server system started, resulting in low switching efficiency. In more extreme cases, the standby system cannot be used due to long-term lack of use and maintenance
[0008] (3) Low level of disaster recovery: Since the primary device and the backup device are configured together, if a failure such as damage to the computer room occurs, both the primary device and the backup device may be damaged, resulting in failure of disaster recovery

Method used

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  • Call center disaster recovery system, implementation method and call centers
  • Call center disaster recovery system, implementation method and call centers
  • Call center disaster recovery system, implementation method and call centers

Examples

Experimental program
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Embodiment 1

[0036] According to an embodiment of the present invention, a call center is provided. figure 1 Is a structural block diagram of a call center according to an embodiment of the present invention, such as figure 1 As shown, the call center shares a common database with one or more call centers that are mutually backup call centers, and the call center includes: a management module 12, a data extraction module 14, and a service module 16. The above structure will be described in detail below. description.

[0037] The management module 12 is used to manage the data of the call center, and to manage the data of the backup call center when the backup call center of the call center fails;

[0038] The data extraction module 14, connected to the management module 12, is used to extract data from the shared database in response to an instruction from the management module 12. The data includes: call center data and backup call center data;

[0039] The service module 16, connected to the da...

Embodiment 2

[0042] According to an embodiment of the present invention, a call center disaster recovery system is provided. The system includes two or more mutually backup call centers, a shared database, and each call center corresponds to multiple seat modules, The following takes two call centers that are mutually backup as an example to describe the system in detail.

[0043] figure 2 It is a structural block diagram of a call center disaster tolerance switching system according to an embodiment of the present invention, that is, the state diagram of the system under normal operation conditions, such as figure 2 As shown, the system includes two call centers (ie, call center A and call center B), each call center includes a management module 202, a data extraction module 204, and a service module 206, and each call center corresponds to multiple seat modules 208 (in figure 2 Take each call center corresponding to one seat module as an example). In addition, the system also includes a s...

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PUM

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Abstract

The invention discloses a call center disaster recovery system, an implementation method and call centers. The system comprises two or more mutually backup call centers, a shared database used for storing data in the mutually backup call centers and shared by the mutually backup call centers, wherein each call center comprises a management module used for managing the data of the call center, including the management of the attribution of the data, a data extraction module used for extracting the data from the shared database, and a service module used for loading the data extracted by the data extraction module; each call center corresponds to a plurality of seat modules, which are configured with the address of the service module, are connected to the service module and the shared database, and are used for providing a user with a video service and / or data service. The disaster recovery system of the call center, the implementation method and the call centers reduce the cost of equipment.

Description

Technical field [0001] The present invention relates to the field of communications, in particular to a call center disaster tolerance system and implementation method, and a call center. Background technique [0002] The call center (CALL Center, referred to as CC) system is a customer service system established by the use of telecommunications call center technology. When a user dials the unified access number of the call center through a telephone terminal device, the interactive voice response of the call center (InteractiveVoice Response) , Referred to as IVR for short) The device provides voice navigation services to users through voice. The user selects the service content he needs by pressing the button according to the voice menu sound prompt. If the auto-play voice service cannot meet the needs of users, it can also be switched to manual mode through the buttons provided in the voice system. After the user transfers to the manual mode, the system queues up according t...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/24H04M3/51H04M3/22
Inventor 游波周华峰
Owner ZTE CORP