Soft switch double-center management system and management method

Abstract

The invention relates to a soft switch double-center management system and management method, and relates to the technical field of voice soft switch communication, and the method comprises the steps that a site management module configures and provides site information of a plurality of site devices, and the site information comprises site names and geographical location identifiers; the center management module configures and provides double-center information including name and service parameter setting; the main and standby routing configuration module configures a main and standby routing strategy, a control signaling and a media stream outlet path in the SIP server based on center and site information; the ACD queuing distribution module configures a seat distribution strategy based on station and center information; and the RTC gateway configuration module configures the butt joint relation of each center internal device. According to the application, when a single center fails, the other center takes over all services, so that the reliability, the flexibility and the resource utilization efficiency of the communication system are effectively improved, and the requirements of the communication services on service continuity and the requirements of rapid disaster recovery, dynamic load balancing and unified operation management are met.

Description

TECHNICAL FIELD

[0001] The present application relates to the field of voice soft switching communication technology, in particular to a soft switching dual-center management system and a management method. BACKGROUND

[0002] As a key technology in the field of communication, soft switching technology has experienced rapid development and wide application since its inception. It breaks the limitations of traditional circuit switching, separates call control from media bearing, and realizes flexible service provision and rapid network deployment. Soft switching system, with its openness, flexibility and scalability, has been widely used in telecom operators, enterprise communications and other fields, and has become an important cornerstone for building modern communication networks. While promoting the development of the communication industry, traditional soft switching systems have also provided strong support for the social informationization process, making communication more convenient and efficient for people.

[0003] Traditional soft switching systems mostly adopt a single-center architecture, with all business processing, call control and data storage concentrated in a central node. Under this architecture, when business processing is needed, it is all dependent on the central node to complete. For traffic routing, agent allocation and media resource scheduling operations, configuration and management can only be performed on the central node. In addition, some existing dual-center solutions on the market only implement simple failover functions, that is, when the primary center fails, it can switch to the backup center to continue providing basic services.

[0004] Therefore, the single-center architecture of traditional soft switching systems has the problems of low reliability, insufficient disaster recovery capability, difficulty in load balancing and resource utilization, and difficulty in unified management and scheduling. Once the central node fails, the entire system will be paralyzed, resulting in all business interruptions. In the face of regional disasters, the system has little effective disaster recovery means. At the same time, with the growth of traffic volume, the single-center architecture is prone to processing capacity bottlenecks, and cannot flexibly allocate resources according to actual conditions. However, the existing dual-center solutions also have many shortcomings in terms of functional integrity, reliability, resource utilization optimization and unified control, and cannot meet the urgent needs of modern communication networks for high availability, disaster recovery, load balancing, unified scheduling and unified operation. SUMMARY

[0005] The present application aims to provide a soft switching dual-center management system that can effectively improve the reliability, flexibility and resource utilization efficiency of the communication system, meet the requirements of communication services for service continuity, and quickly recover from disasters, dynamically balance loads and unify operation management.

[0006] In the first aspect, the present application provides a soft switching dual-center management system, which adopts the following technical solution: A soft switch dual-center management system comprises: a site management module configured to configure and provide site information of a plurality of site devices, the site information comprising a site name and a geographical location identifier; a center management module configured to configure and provide center information of a dual center, the center information comprising a center name and parameters and settings related to center service applications; a primary / backup routing configuration module configured to configure a primary / backup routing strategy in a SIP server based on the center information and the site information, and control an exit path of signaling and media streams; an ACD queue distribution module configured to configure a seat distribution strategy based on the site information and the center information; an RTC gateway configuration module configured to configure an interfacing relationship of devices within each center; The site management module, the center management module, the primary / backup routing configuration module, the ACD queue distribution module and the RTC gateway configuration module are connected and work cooperatively to realize that, when a single center fails, another center takes over all services of the failed center.

[0007] By using the above technical solution, the site management module specifies the geographical location of site devices, and the center management module provides dual-center service application parameters, both of which provide basic information for system operation; the primary / backup routing configuration module configures a primary / backup routing strategy in a SIP server based on data information provided by the site management module and the center management module, controls the exit of signaling and media streams, and ensures smooth call transmission; the ACD queue distribution module also reasonably distributes seats based on the provided data information, thereby improving resource utilization; the RTC gateway configuration module configures an interfacing relationship of devices within a center, thereby reducing network bandwidth occupation; through the cooperative work of the modules, when a single center fails, another center can take over all services, effectively improving the reliability, flexibility and resource utilization efficiency of the communication system, and meeting various requirements.

[0008] The application further provides that the primary / backup routing configuration module adds a primary / backup routing strategy of an SBC / relay gateway in a SIP server architecture.

[0009] By using the above technical solution, the reliability and flexibility of the system in terms of routing selection are improved, and it is ensured that calls can be transmitted according to the optimal path according to actual conditions.

[0010] The application further provides that, when a center is outgoing, the primary / backup routing configuration module preferentially uses an SBC / relay gateway local to the center for transmission. If the number of failures of the SBC / relay gateway local to the center is greater than a preset threshold or the number of concurrent calls breaks through a preset threshold, the SBC / relay gateway of another center is switched to.

[0011] By adopting the technical scheme, when a call is outgoing from one center, the local SBC / relay gateway is used preferentially, which can ensure the call to be transmitted through the local device preferentially and improve transmission efficiency; when the failure frequency of the local SBC / relay gateway is greater than a preset threshold or the number of concurrent calls breaks through a preset threshold, the SBC / relay gateway of another center is switched to, which can ensure the call to be connected successfully and avoid the call interruption caused by the failure of a single device or the overload of the device, and improve the reliability and flexibility of the system in route selection.

[0012] The application further provides that the master-slave routing configuration module is configured to connect all calls through a SIP server, an SBC / relay gateway and a third-party platform, and to realize unified signaling export of incoming and outgoing calls by using SIP Trunk.

[0013] By adopting the technical scheme, the signaling processing procedure is simplified, and the compatibility and manageability of the system are improved, so that the calls can be monitored and controlled centrally.

[0014] The application further provides that the master-slave routing configuration module is configured to add site management and master-slave strategy of a media server to the SIP server, wherein the site management and master-slave strategy of the media server include: When a call is incoming from one center, the local media server of the center is preferentially used for media processing; If the failure frequency of the local media server of the center is greater than a preset threshold or the number of concurrent calls breaks through a preset threshold, the media server of another center is switched to.

[0015] By adopting the technical scheme, when a call is incoming from one center, the local media server of the center is preferentially used for media processing, which can ensure the continuity and quality of media service and improve the utilization efficiency of media resources; when the failure frequency of the local media server is greater than a preset threshold or the number of concurrent calls breaks through a preset threshold, the media server of another center is switched to, which can avoid the interruption of media service caused by the problem of the local media server and improve the reliability and stability of the system.

[0016] The application further provides that the RTC gateway configuration module is configured to connect the RTC gateway of each center to the SIP server and the media server of the local center.

[0017] By adopting the technical scheme, the network bandwidth occupation between the two centers can be reduced, the utilization efficiency of network resources can be improved, the overall stability and response speed of the system can be improved, and when a single center fails, the other center can take over all the services of the failed center, so that the high availability and reliability of the system can be ensured.

[0018] The application further provides that, for the same type of service, when a center has incoming lines, the ACD queue distribution module preferentially distributes calls to agents in the local center.

[0019] By using the above technical solution, the ACD queue distribution module preferentially distributes calls to agents in the local center when a center has incoming lines for the same type of service, thereby reducing call transmission delay, improving service response speed, and enhancing user experience.

[0020] The application further provides that, when a center has at least one of the following conditions: no ready agent, the number of idle agents is lower than a preset threshold, and the waiting time is longer than a preset threshold, the ACD queue distribution module distributes calls to agents in another center. When a center has at least one of the following conditions: no ready agent, the number of idle agents is lower than a preset threshold, and the waiting time is longer than a preset threshold, a call dispatching and queue overflow mechanism is triggered to transfer calls to another center for queuing.

[0021] By using the above technical solution, when a center has no ready agent, the number of idle agents is lower than a preset threshold, or the waiting time is longer than a preset threshold, calls can be distributed to agents in another center, a call dispatching and queue overflow mechanism is triggered to transfer calls to another center for queuing, system reliability and resource utilization efficiency are improved, calls are processed in a timely manner, and user satisfaction is improved.

[0022] In a second aspect, the application provides a soft switch dual-center management method, which uses the following technical solution: A soft switch dual-center management method applied to any of the above soft switch dual-center management systems, comprising: When a call enters the soft switch dual-center management system, the primary and backup routing configuration module configures all calls to be connected to a SIP server, an SBC / relay gateway, and a third-party platform according to site information of the site management module and center information of the center management module, preferentially configures a local media server in the current center to perform media processing, and preferentially uses an SBC / relay gateway in the local center for transmission when the current center has outgoing lines. For the same type of service, the ACD queue distribution module preferentially distributes calls to agents in the local center, and the RTC gateway configuration module limits media streams deployed in the local center to internal servers.

[0023] By adopting the technical scheme, when a call enters the soft switching dual-center management system, the main and standby routing configuration module configures the call to be connected with the SBC / relay gateway and the third-party platform through the SIP server according to the site information and the center information, and preferentially uses the local media server and the SBC / relay gateway, thereby realizing unified signaling export and media stream processing, improving the reliability and manageability of the communication system, meeting the unified operation and management requirement, preferentially using the local resource, and improving the resource utilization efficiency; for similar services, the ACD queuing distribution module preferentially distributes the traffic to the local agent to listen, and limits the local media stream on the internal server through the RTC gateway configuration module, thereby reducing the call transmission delay, improving the service response speed, realizing the localization service, improving the user experience, and meeting the service continuity requirement of the communication.

[0024] In a preferred example, the application can be further configured to: if the failure frequency of the SBC / relay gateway in the center is greater than a preset threshold, or the number of concurrent calls breaks through a preset threshold, switching to the SBC / relay gateway of another center; if the failure frequency of the media server in the center is greater than a preset threshold, or the number of concurrent calls breaks through a preset threshold, switching to the media server of another center; if the center at least has one of the following situations: no ready agent, the idle number is lower than a preset threshold, the waiting time is longer than a preset threshold, the ACD queuing distribution module distributes the traffic to the agent of another center to answer, and triggers the traffic scheduling and queue overflow mechanism to transfer the call to another center for queuing.

[0025] By adopting the technical scheme, when the local SBC / relay gateway or media server fails or the number of concurrent calls breaks through the threshold, the corresponding device of another center can be automatically switched to, and when the center has no ready agent, the idle number is lower than a preset threshold, the waiting time is longer than a preset threshold, and the like, the traffic is distributed to the agent of another center and the traffic scheduling and queue overflow mechanism is triggered, thereby realizing dynamic load balancing, ensuring that the system can efficiently operate in various situations, meeting the requirements of fast disaster recovery and dynamic load balancing, and further improving the reliability, flexibility and resource utilization efficiency of the communication system.

[0026] In summary, the application has the following beneficial technical effects: 1. When a single center fails, another center can take over all services, has high availability and disaster recovery capability, thereby guaranteeing service continuity, reducing service interruption time, and reducing the loss of business due to disaster; 2. The application can dynamically allocate load between two centers according to real-time call traffic, number resources and agent busy, reasonably use resources, achieve load balancing, improve system processing capacity and response speed; 3. The application can manage traffic routing, agent allocation and media resource scheduling of two centers uniformly, maintain configuration data uniformly, reduce management complexity and data inconsistency, improve operation efficiency and service quality. BRIEF DESCRIPTION OF DRAWINGS

[0027] Figure 1 is a structure diagram of a soft switching dual-center management system in one embodiment of the application.

[0028] Figure 2 is a flow of a soft switching dual-center management method in one embodiment of the application Figure 1 .

[0029] Figure 3 is a flow of a soft switching dual-center management method in one embodiment of the application Figure 2 . DETAILED DESCRIPTION

[0030] The application will be further described below in combination with the accompanying Figures 1-3 The application will be further described below in combination with the accompanying

[0031] It should be noted that in the embodiments of the application, the object information and other related data involved need to obtain the permission or consent of the object when the embodiments of the application are applied to specific products or technologies, and the collection, use and processing of related data need to comply with relevant laws, regulations and standards of the country and region. That is, if the embodiments of the application involve data related to the object, the data needs to be obtained with the authorization and consent of the object, the authorization and consent of the relevant department, and in compliance with the relevant laws, regulations and standards of the country and region. If personal information is involved in the embodiments, the consent of the individual needs to be obtained for the acquisition of all personal information, and the separate consent of the information subject needs to be obtained for sensitive information, and the embodiments also need to be implemented with the authorization and consent of the object.

[0032] Referring to Figure 1 A soft switching dual-center management system includes a site management module, a center management module, a primary and backup routing configuration module, an ACD queue allocation module and an RTC gateway configuration module, and each module is communicatively connected.

[0033] In order to better identify and manage various devices in the contact center system, the site management module is configured to configure and provide site information of a plurality of site devices, the site information including site name and explicit identification of geographic location of devices such as SIP server, media server and gateway in the system, so as to realize fine management of system resources and facilitate resource allocation and collaborative work among different sites.

[0034] In the embodiment, the user can input site name such as "Shanghai site" and "Hefei site" through the site management module according to actual needs. When adding a site, the system assigns a unique instance ID to each site and binds the site name with the instance ID. After saving, the site information is clearly identified in the system configuration layer, facilitating subsequent management and maintenance.

[0035] Further, the center management module is used to identify and manage various business applications of the center and integrate the center information, the center information including center name and parameters and settings related to the center business application, covering number management, outbound campaign, ACD (Automatic Call Distribution) strategy, agent management, skill group management and organization structure personnel management. In the dual-center system, the two centers are in full operation state and work collaboratively to jointly bear the business load and provide uninterrupted service for the user.

[0036] In the embodiment, the user can add center name such as "Shanghai center" and "Hefei center" according to actual business layout. When adding the center name, the system also assigns a unique instance ID to each center and binds the center name with the instance ID. After saving, the center name is clearly identified in the business application layer, facilitating accurate identification and calling of related center resources in the business processing process. In addition, the system provides editing and deleting operation functions for the center name. The user can flexibly adjust the center information according to the needs of business development to adapt to the changing business environment.

[0037] Taking agent personnel management as an example, the center management module can clearly identify the specific center location of the agent personnel, skill group and organization structure personnel. For example, the agent number of the user CN is 8002, the skill group is 102, and the center to which the agent belongs is "Shanghai center". In this way, the precise association of personnel and center is realized, facilitating business allocation and resource management.

[0038] Further, the primary and backup routing configuration module is configured to configure the primary and backup routing strategy in the SIP server based on the center information and the site information, and increase the primary and backup routing strategy of the SBC (Session Border Controller) / relay gateway, so as to control the outlet path of the signaling and the media stream, and ensure the smooth transmission of the call according to the actual situation. Specifically, the primary and backup routing configuration module improves the reliability and flexibility of the system in the routing selection by setting the priority of the outgoing routing, the unified signaling outlet and the media server management.

[0039] In the embodiment, the primary and backup routing configuration module preferentially uses the SBC / relay gateway in the center to transmit, and if the failure times of the SBC / relay gateway in the center are greater than a preset threshold, or the number of concurrent calls breaks through the preset threshold, the primary and backup routing configuration module switches to the SBC / relay gateway in another center, realizes the configuration of the priority of the outgoing routing, and ensures the smooth connection of the call, thereby avoiding the call interruption caused by the single device failure or the high load.

[0040] In the embodiment, further, the primary and backup routing configuration module configures all calls to be connected through the SIP server and the SBC / relay gateway and the third-party platform, and realizes the unified signaling outlet of the incoming and outgoing calls in the SIP Trunk mode, so as to simplify the signaling processing process, and improve the compatibility and manageability of the system, thereby facilitating the centralized monitoring and control of the call.

[0041] In the embodiment, further, the primary and backup routing configuration module adds the site management and the primary and backup strategy of the media server to the SIP server. When a center is connected, the primary and backup routing configuration module preferentially uses the media server in the center to process the media, and if the failure times of the media server in the center are greater than a preset threshold, or the number of concurrent calls breaks through the preset threshold, the primary and backup routing configuration module automatically switches to the media server in another center according to the actual demand, thereby ensuring the continuity and quality of the media service, and improving the utilization efficiency of the media resource.

[0042] Further, the RTC gateway configuration module configures the connection relationship of the devices in each center, and adds the site concept to the RTC gateway, so as to reduce the network bandwidth occupation between the two centers.

[0043] Specifically, the RTC gateway configuration module configures the RTC gateway of each center to only interface with the SIP server and the media server in the center. For example, the RTC gateway of the A center only interfaces with the SIP server and the media server in the A center, and similarly, the RTC gateway of the B center only interfaces with the related devices in the B center. Through this explicit site interface mode, the communication range of the RTC gateway can be limited, thereby reducing unnecessary data transmission between the two centers, effectively reducing the network bandwidth capacity requirement, improving the utilization efficiency of network resources, and also helping to improve the overall stability and response speed of the system.

[0044] Further, the ACD queue distribution module introduces the concept of site, configures the agent distribution strategy based on the site information and the center information, and realizes more intelligent agent distribution for similar services to distribute appropriate calls to the most appropriate agent at the appropriate time.

[0045] Specifically, for similar services, when a center is incoming, the ACD queue distribution module preferentially distributes traffic to the local agent of the center for answering. For example, in the subscription service scenario, if a user is incoming from the A center, the system will select the name of the A center and the corresponding skill group information, and distribute the call to the local agent of the A center through the ACD queue distribution module, thereby realizing local agent service. This local service mode can reduce call transmission delay, improve service response speed, and improve user experience. Similarly, for similar service calls incoming from the B center, the ACD queue distribution module will also preferentially distribute to the local agent of the B center for answering according to the same principle.

[0046] In this embodiment, to further improve the reliability and resource utilization efficiency of the system, the ACD adds a site distribution redundancy strategy. When a center has at least one of the following conditions: no ready agent, idle number lower than a preset threshold, and waiting time longer than a preset threshold, the ACD queue distribution module distributes traffic to the agent of another center for answering.

[0047] When a center has no ready agent, i.e., all agents are busy, taking the 101 subscription skill group as an example, when there is no ready agent in the skill group queue, i.e., all agents are in the busy state, when a user is incoming, the traffic is distributed to the 101 queue of the Shanghai subscription group, and due to the lack of ready agent, the system will automatically overflow the call to the B center subscription skill group for queuing and be answered by the agent of the B center through the ACD queue distribution module.

[0048] Meanwhile, the ACD queue distribution module pre-sets a threshold of the number of ready agents for each skill group. When the idle number of a center is lower than the threshold of the number of ready agents, and a user calls in and the call is distributed to the queue of the Shanghai subscription skill group 101, the ACD queue distribution module judges the number of ready agents of the current skill group in real time. If the number of ready agents is lower than the pre-set threshold, the ACD queue distribution module will overflow the call to the B center subscription skill group for queuing, so as to ensure that the call can be processed in time.

[0049] In addition, the ACD queue distribution module sets a queue waiting timeout for each skill group. When a user calls in and the call is distributed to the queue of the Shanghai subscription skill group 101, if the waiting time of the call in the queue exceeds the pre-set timeout, the ACD queue distribution module will automatically overflow the call to the B center subscription skill group for queuing, so as to avoid long waiting of the user and improve user satisfaction.

[0050] Further, by setting a condition node in the ACD process, when at least one of the following conditions occurs in a center, i.e., there is no ready agent (all agents are busy), the idle number is lower than the pre-set threshold, and the waiting time exceeds the pre-set threshold, the call distribution and queue overflow mechanism is triggered to transfer the call to another center for queuing, so as to realize the call distribution and queue overflow function between the two centers.

[0051] Specifically, taking the case of all agents being busy as an example, when there is no ready agent in the queue of the 101 subscription skill group, the condition is established, and the ACD queue distribution module will trigger the queue overflow mechanism to transfer the call to the B center subscription skill group for queuing. Similarly, for the idle number being lower than the threshold or the waiting time exceeding the threshold, the ACD queue distribution module will also automatically realize the overflow distribution of the call according to the corresponding judgment logic when the condition is established, so as to ensure that the call can be processed reasonably and effectively.

[0052] The above modules in the soft switching dual-center management system can be realized by software, hardware, or a combination thereof. The above modules can be embedded in or independent of the processor in the electronic device in hardware form, or can be stored in the memory of the electronic device in software form, so that the processor can call and execute the operations corresponding to the above modules.

[0053] The embodiment of the application also provides a soft switching dual-center management method, which is applied to the soft switching dual-center management system in the above embodiment.

[0054] Reference Figure 2 A soft switching dual-center management method includes: S1, when a call enters the soft switching dual-center management system, the primary and backup routing configuration module configures all calls to be connected through the SIP server and the SBC / relay gateway and the third-party platform according to the site information of the site management module and the center information of the center management module, and preferentially configures the local media server of the current center to perform media processing, and preferentially uses the SBC / relay gateway of the local center to perform transmission when the call is outgoing from the current center.

[0055] S2, for similar services, the ACD queue distribution module preferentially distributes traffic to local agents for listening, and limits the media stream deployed in the local center to the internal server through the RTC gateway configuration module.

[0056] Specifically, when a call enters the soft switching dual-center management system, the primary and backup routing configuration module configures the call to be connected through the SIP server and the SBC / relay gateway and the third-party platform according to the site information and the center information. The primary and backup routing configuration module preferentially uses the local media server and the SBC / relay gateway, thereby realizing unified signaling export and media stream processing, effectively improving the reliability and manageability of the communication system, and meeting the requirements of unified operation and management. At the same time, preferentially using local resources also significantly improves the resource utilization efficiency.

[0057] For similar services, the ACD queue distribution module preferentially distributes traffic to local agents for listening. In addition, through the RTC gateway configuration module, the local media stream is limited to the internal server, reducing call transmission delay, improving service response speed, realizing localized service, further optimizing user experience, and ensuring the continuity requirements of communication services.

[0058] Reference Figure 3 Further, in one embodiment, to minimize the service interruption time caused by system failure and ensure user communication is not affected, especially in the face of catastrophic failures such as natural disasters, major accidents, etc., a soft switching dual-center management method further comprises: S3, if the number of failures of the SBC / relay gateway of the local center is greater than a preset threshold, or the number of concurrent calls breaks through a preset threshold, switching to the SBC / relay gateway of another center.

[0059] S4, if the number of failures of the media server of the local center is greater than a preset threshold, or the number of concurrent calls breaks through a preset threshold, switching to the media server of another center.

[0060] S5, if the center at least appears to have one of the following conditions: no ready-to-answer seats, the number of idle seats is lower than a preset threshold, the waiting time exceeds a preset threshold, the ACD queue distribution module distributes the traffic to the seats of another center for answering, and triggers the traffic scheduling and queue overflow mechanism to transfer the call to another center for queuing.

[0061] Specifically, when the local SBC / relay gateway or media server fails, or the number of concurrent calls exceeds a preset threshold, the system can automatically switch to the corresponding device of another center. In addition, when the center has no ready-to-answer seats, the number of idle seats is lower than a preset threshold, the waiting time exceeds a preset threshold, etc., the ACD queue distribution module can distribute the traffic to the seats of another center, and trigger the traffic scheduling and queue overflow mechanism, so as to realize dynamic load balancing, ensure that the system can run efficiently under various conditions, meet the needs of fast disaster recovery and dynamic load balancing, and further improve the reliability, flexibility and resource utilization efficiency of the communication system.

[0062] It should be understood that the size of the serial number of each step in the above embodiments does not mean the order of execution, and the execution order of each process should be determined according to its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of the present application.

[0063] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiments can be completed by a computer program instructing related hardware. The computer program can be stored in a non-volatile computer readable storage medium. When the computer program is executed, it can include the processes of the above-mentioned embodiments. Any reference to memory, storage, database or other medium used in the embodiments provided by the present application can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration but not limitation, RAM is available in various forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDR SDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM) and the like.

[0064] Those skilled in the art can clearly understand that, for the convenience and brevity of description, only the division of the above functional units and modules is taken as an example, and in actual application, the above functions can be completed by different functional units and modules according to needs, that is, the internal structure of the device is divided into different functional units or modules to complete all or part of the above described functions.

Claims

1. A softswitch dual-center management system, characterized in that, include: The site management module is used to configure and provide site information for several site devices, including site name and geographic location identifier; The central management module is used to configure and provide central information for the dual centers. The central information includes the center name, as well as parameters and settings related to the center's business applications. The primary and backup routing configuration module is used to configure primary and backup routing policies in the SIP server based on the central information and site information, and to control the exit paths of signaling and media streams. The ACD queuing allocation module is used to configure an agent allocation strategy based on the site information and the center information. The RTC gateway configuration module is used to configure the connection relationships between devices within each center. The site management module, center management module, primary and backup routing configuration module, ACD queuing allocation module and RTC gateway configuration module are connected and work together to enable another center to take over all services of the failed center when a single center fails.

2. The system according to claim 1, characterized in that, The primary / backup routing configuration module adds primary / backup routing policies to the SBC / relay gateway within the SIP server architecture.

3. The system according to claim 2, characterized in that, When a central hub goes offline, the primary / backup routing configuration module prioritizes using the local SBC / relay gateway of that central hub for transmission. If the number of failures of the SBC / relay gateway in the local center exceeds a preset threshold, or the number of concurrent calls exceeds a preset threshold, then the system switches to the SBC / relay gateway in another center.

4. The system according to claim 2, characterized in that, The primary and backup routing configuration module configures all calls to connect through a SIP server, SBC / relay gateway, and third-party platform, and uses SIP Trunk to achieve a unified signaling exit for inbound and outbound calls.

5. The system according to claim 2, characterized in that, The primary / backup routing configuration module adds site management and primary / backup policies for the media server to the SIP server, including: When a central line comes in, the media processing is performed using the central local media server first. If the number of failures of the local media server at the central location exceeds a preset threshold, or the number of concurrent calls exceeds a preset threshold, the system will switch to a media server at another central location.

6. The system according to claim 1, characterized in that, The RTC gateway configuration module configures each center's RTC gateway to only interface with the center's local SIP server and media server.

7. The system according to claim 1, characterized in that, For similar services, when a call comes in from a central office, the ACD queuing and allocation module will prioritize allocating the call to the local agents of that central office for answering.

8. The system according to claim 7, characterized in that, When a center experiences at least one of the following conditions: no ready agents, idle number below a preset threshold, or waiting time exceeding a preset threshold, the ACD queuing allocation module will allocate the call to an agent in another center for response. When a center experiences at least one of the following conditions: no ready agents, idle number below a preset threshold, or waiting time exceeding a preset threshold, the call dispatch and queue overflow mechanism is triggered, and the call is transferred to another center for queuing.

9. A softswitch dual-center management method, characterized in that, Applied to a softswitch dual-center management system as described in claims 1-8, comprising: When a call enters the softswitch dual-center management system, the primary and backup routing configuration module configures all calls to connect with the SBC / relay gateway and third-party platform through the SIP server, based on the site information of the site management module and the center information of the center management module. It also prioritizes configuring the local media server of the current center for media processing, and prioritizes using the local SBC / relay gateway of the center for transmission when the call goes out of the current center. For similar services, the ACD queuing allocation module prioritizes assigning calls to agents locally at the center for answering, and the RTC gateway configuration module restricts the media streams deployed locally at the center to internal servers.

10. The method according to claim 9, characterized in that, Also includes: If the number of failures of the SBC / relay gateway in the local center exceeds a preset threshold, or the number of concurrent calls exceeds a preset threshold, then switch to the SBC / relay gateway in another center. If the number of failures of the local media server at the center exceeds a preset threshold, or the number of concurrent calls exceeds a preset threshold, then the system switches to a media server at another center. If the center experiences at least one of the following conditions: no ready agents, fewer idle agents than a preset threshold, or waiting time exceeding a preset threshold, the ACD queuing allocation module will allocate the call to an agent in another center for response and trigger the call scheduling and queue overflow mechanism to transfer the call to another center for queuing.

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