Disaster tolerance method of customer service system, communication equipment and storage medium

A customer service system and storage medium technology, applied in the communication field, can solve problems such as abnormal calls by agents and unusable agent terminal phones, and achieve the effect of ensuring call access

Inactive Publication Date: 2020-01-31
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] In view of this, the purpose of the embodiment of the present invention is to provide a disaster recovery method, communication equipment, and storage medium for the customer service system, so as to solve the problem that the current customer service system uses a sip server, and when the sip server is abnormal, the seat terminal phone cannot be used, thereby Technical problems that cause a large area of ​​agent calls to be abnormal

Method used

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  • Disaster tolerance method of customer service system, communication equipment and storage medium
  • Disaster tolerance method of customer service system, communication equipment and storage medium
  • Disaster tolerance method of customer service system, communication equipment and storage medium

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Experimental program
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Embodiment 1

[0039] Such as Figure 4 As shown, the embodiment of the present invention provides a disaster recovery method for a customer service system, which is applied to an agent multi-channel terminal AMT, and the method includes:

[0040] S401. Confirm the sip server in the sip server cluster with normal working status.

[0041] Specifically, such as image 3 and Figure 5 As shown, the multi-channel detection module MCMM sends a heartbeat request to each sip server in the sip server cluster (such as sipsvr-1, sipsvr-2, sipsvr-3, etc.) After the heartbeat of the sip server is abnormal, notify the agent terminal phone that the channel status is abnormal, and when the heartbeat returns to normal, notify the agent terminal phone that the channel status is back to normal.

[0042] S402. Establish a communication connection with the CTI through the sip server in normal working state.

[0043]Specifically, when the agent terminal initiates a call request, the agent multi-channel termi...

Embodiment 2

[0046] Such as Figure 6 As shown, the embodiment of the present invention provides another disaster recovery method for a customer service system, which is applied to an agent multi-channel terminal AMT, and the method includes:

[0047] S601. Register respectively with each sip server in the sip server cluster and perform sip interaction.

[0048] Specifically, before the agent multi-channel terminal AMT sends a heartbeat request to the sip server cluster, the agent multi-channel terminal AMT needs to register with each sip server in the sip server cluster, so that the connection between the AMT and the sip server cluster can be established. When the sip server is abnormal, it can switch to other normal sip servers for connection and communication.

[0049] S602. Confirm the sip server in the normal working state in the sip server cluster.

[0050] S603. Establish a communication connection with the CTI through the sip server in normal working state.

[0051] The disaster...

Embodiment 3

[0053] Such as Figure 7 As shown, based on step S501 of the second embodiment above, the embodiment of the present invention also provides another disaster recovery method for a customer service system, which is applied to an agent multi-channel terminal AMT, and the method includes:

[0054] S701. Establish multiple channels to register with each sip server in the sip server cluster at the same time, wherein the registration phone numbers for each channel are the same.

[0055] Specifically, each agent terminal phone establishes multiple channels and registers with each sip server in the sip server cluster at the same time, that is, each agent terminal phone establishes a connection relationship with each sip server in the sip server respectively. It should be noted that , the phone number registered for each channel of the same agent terminal phone is the same.

[0056] S702, receiving the call control corresponding to the sip server, and realizing the conversion of voice ...

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Abstract

The embodiment of the invention discloses a disaster tolerance method of a customer service system, communication equipment and a storage medium, and belongs to the technical field of communication. The communication equipment, and the disaster tolerance method and system of a customer service system, can confirm the sip servers in the normal working state by sending heartbeat requests to the sipserver clusters respectively, and then can establish communication connection through the sip servers in the normal working state, and then can realize disaster tolerance of the agent terminal phone after the sip servers registered by the agent terminal phone are abnormal, so as to guarantee normal call access of agents.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a disaster recovery method, communication equipment and a storage medium of a customer service system. Background technique [0002] The customer service system, also known as the call center (Call Center), is a comprehensive information system based on computer communication integration (CTI, Computer Telecommunication Integration) technology, making full use of multiple functions of the communication network and computer network, and integrating with the enterprise. The service system is a special system for a group of operators or business representatives of the company to centrally process incoming calls, make calls and contact users. The call center can provide users with various services such as telephone, fax, and e-mail, and is mainly used to deal with users' requests, questions, complaints, suggestions, and inquiries about the company, such as the 10,000 number ser...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L12/24H04L29/08
CPCH04L67/1097H04L67/14H04L41/0654
Inventor 王文渊
Owner ZTE CORP
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