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

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...

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

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