Dynamic elastic control system for computer supported telephony application (CSTA) link

A control system, dynamic and flexible technology, applied in the field of communication, can solve the problems of large-scale call center platform running smoothly, failure to reach the same level of disaster recovery processing capability, CTI equipment and CSTA link restart or slow switching process, etc.

Active Publication Date: 2013-04-10
SOUTHERN TELECOM SERVICE CENT CO LTD SHANGHAI
View PDF6 Cites 10 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

When the call agent device, that is, the number of seats exceeds the upper limit of CTI single-machine processing, because ACD does not support multiple CSTA links, it is difficult for super-large call centers to smoothly expand the system capacity by simply adding CTI equipment.
[0004] 2) The CTI equipment based on the general computer platform cannot achieve the same level of disaster recovery processing capability as the ACD equipment based on the distributed program-controlled switch board architecture, thus reducing the overall reliability of the call center
When the CTI equipment or CSTA link in a large-scale call center fails abnormally, the restart or switching process of the CTI equipment and CSTA link is very slow, which has a huge impact on the smooth operation of the large-scale call center platform

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Dynamic elastic control system for computer supported telephony application (CSTA) link

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0030] The present invention aims to propose a dynamic elastic control system for CSTA links that can effectively solve the performance bottleneck existing under the single CSTA link of the traditional call center, and can quickly restore the service after the single CSTA link or the CTI server is abnormal. In order to achieve the purpose of smoothly improving the overall processing capacity of the call center and the stability of the call center platform.

[0031] The basic design method of the present invention is to establish a communication mechanism for elastically expanding the CSTA link and the number of CTI servers between the ACD and the CTI of the call center. Dynamically measure the current load of CTI during call processing, increase or decrease the number of CSTA links and CTI servers in real time, solve the performance bottleneck of single CSTA link in traditional call centers and system recovery after call center communication interruption due to equipment or lin...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

PUM

No PUM Login to view more

Abstract

The invention discloses a dynamic elastic control system for a computer supported telephony application (CSTA) link. The dynamic elastic control system comprises a computer telephony integration (CTI) manager group, a plurality of CSTA link servers and a plurality of CTI servers, wherein each CTI server has a first system load range which is defined by a first upper limit threshold value and a first lower limit threshold value, each CSTA link server has a second system load range which is defined by a second upper limit threshold value and a second lower limit threshold value, the CTI servers and the CSTA link servers can monitor self system loads to inform the CTI manager group when the system loads exceed the first system load range or the second system load range, and the CTI manager group can activate or deactivate registered CSTA link servers or registered CTI servers according to system load to increase or decrease the number of the CSTA link servers or the CTI servers which are in working states.

Description

technical field [0001] The present invention relates to the communication field, in particular to a dynamic elastic control system for a computer supported telephony application (Computer Supported Telecommunications Applications, CSTA) link. Background technique [0002] Currently, in the field of call centers, the CSTA protocol is usually used for message exchange between an automatic call distribution device (Automatic Call Distributor, ACD) and a computer telephony integration (Computer Telephony Integration, CTI). With the rapid development of call center services in recent years, such as China Telecom’s number Bestone, China Mobile’s 12580, and outsourced agent services for industry users, the communication mechanism between ACD and CTI equipment through a single CSTA link has great impact on existing call centers. The business brings serious performance bottlenecks and security risks, mainly as follows: [0003] 1) ACD is generally born out of a program-controlled sw...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

Application Information

Patent Timeline
no application Login to view more
Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50H04M3/523
Inventor 胡林王勇
Owner SOUTHERN TELECOM SERVICE CENT CO LTD SHANGHAI
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Try Eureka
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap