一种分布式并行处理的云CTI系统架构研究与设计  

Research and Design of Distributed Parallel Processing Cloud CTI System Architecture

作　　者：李青[1] 周文红[2] 

机构地区：[1]中国电信股份有限公司上海研究院,上海200135 [2]中国电信集团公司,北京100010

出　　处：《电信科学》2015年第7期119-124,131,共7页Telecommunications Science

摘　　要：在呼叫中心中,CTI集中负责座席注册管理、座席调度管理。因此,CTI系统的稳定性及性能等对整体呼叫中心平台的顽健性、座席规模等将产生直接的影响。在研究分布式计算基础上,提出了一种高可靠性、并行处理的呼叫中心云CTI系统架构以及该系统中的呼叫中心座席资源与调度需求的动态匹配方法,用以提高大规模、超大规模呼叫中心平台核心网元CTI系统运行的稳定性以及平台平滑扩容的便捷性。CTI is responsible for the agent registration management, scheduling management in call center. Therefore, the CTI system＇s stability and performance of the integrated call center platform, the scale of the robustness of the agents will have a direct impact. Based on the research of distributed computing, a high reliability, parallel processing of call center cloud CTI system architecture was provided, as well as the dynamic of the system in the call center agent resources and scheduling need matching method, in order to improve the running stability of the large-scale, the ultra large scale call center platform flat core network element CTI system and the convenient of platform smooth expansion.

关 键 词：CTI 呼叫中心 并行处理 高可靠性 

分 类 号：TP338.6[自动化与计算机技术—计算机系统结构]