CTI (computer telecommunication integration) middleware system of call center and virtualization method

A middleware and virtualization technology, applied in the direction of subscriber special services, etc., can solve the problems such as the inability to satisfy the flexible operation and maintenance of the CTI system by the operation department, and the inability to meet the flexible use of the whole business of the CTI system.

Active Publication Date: 2013-09-11
携程旅游信息技术(上海)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0002] With the increasing scale of the existing call center (contact center), the original CTI (Computer Telecommunication Integration, computer telecommunications integration) system has been unable to meet the requirements of the business department for the ful...

Method used

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  • CTI (computer telecommunication integration) middleware system of call center and virtualization method
  • CTI (computer telecommunication integration) middleware system of call center and virtualization method
  • CTI (computer telecommunication integration) middleware system of call center and virtualization method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0035] Such as figure 1 and 2 As shown, the present invention provides a CTI middleware system of a call center, including: multiple PBX access service modules ccCstaSvr, load balancing service module ccQuerySvr, multiple softphone service modules ccLinkSvr and multiple desktop softphone clients ccDesk.

[0036] Each PBX access service module ccCstaSvr is used to receive the PBX module (telephone switch) responsible for different telephone services from the PBX through the AES module (Avaya Application Enablement Services, the interface service provided by Avaya for CTI to access its switch). The telephone service on various devices connected to the module, and forwards the telephone service to the softphone service module ccLinkSvr, and at the same time receives various control requests for the telephone service pushed by the softphone service module ccLinkSvr, and sends the The control request is forwarded to the corresponding PBX module through the AES module.

[0037] Op...

Embodiment 2

[0059] Such as Figure 7 As shown, the present invention also provides another CTI middleware virtualization method of the call center, including.

[0060] Step S1, each PBX access service module receives the telephone service from various devices connected to the PBX module pushed by the PBX module responsible for different telephone services through the AES module, and forwards the telephone service to the softphone service module ;

[0061] Step S2, the load balancing service module connects multiple softphone service modules in real time, obtains the real-time load situation on each softphone service module, and assigns the softphone service module with the lightest load to each desktop softphone client in real time;

[0062] Step S3, each softphone service module accesses the service module through IP connection PBX, each softphone service module performs logical processing on various telephone services, and assigns corresponding telephone services to the corresponding t...

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PUM

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Abstract

The invention provides a CTI (computer telecommunication integration) middleware system of a call center and a virtualization method. The CTI middleware system comprises a plurality of PBX access service modules, a plurality of softphone service modules, a load balancing service module and desktop softphone client sides, wherein the PBX access service modules receive phone services transferred to the softphone service modules and receive various control requests pushed from the softphone service modules for the phone services; the load balancing service module distributes the most underloaded softphone service modules to each desktop softphone client side in real time; the softphone service module processes various phone services logically, transfers the corresponding phone services to the corresponding desktop softphone client side, and acquires various control requests of the phone services to transfer to the corresponding PBX access service modules; the desktop softphone client sides receive the phone services from the softphone service modules and transmit the various control requests for the phone services. All-service support, dynamic using of extensions, high reliability and lower operation and maintenance cost are realized under the condition that the call center (contact center) can be continuously scaled up.

Description

technical field [0001] The invention relates to a CTI middleware system and a virtualization method of a call center. Background technique [0002] With the increasing scale of the existing call center (contact center), the original CTI (Computer Telecommunication Integration, computer telecommunications integration) system has been unable to meet the requirements of the business department for the full business of the CTI system, flexible use of seat extensions, and 24-hour non-stop business. Interruption and other requirements, but also unable to meet the needs of the operation department for simple and flexible operation and maintenance of the CTI system. Contents of the invention [0003] The purpose of the present invention is to provide a CTI middleware system and a virtualization method of a call center, which can realize the functions of full service support, dynamic use of extensions, high reliability and reduced operation and maintenance costs. [0004] In order...

Claims

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Application Information

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IPC IPC(8): H04M3/51
Inventor 黄鸣张乐意邓明明
Owner 携程旅游信息技术(上海)有限公司
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