Failure processing method of telecommunication customer service system database

Abstract

The invention provides a method for treatment of failures in a telecommunication customer service system database, comprising: a step of accessing upper layer application data, an automatic voice interaction server IVR and artificial seat software access a main customer database to acquire call treatment logic configuration data; a step of monitoring, a monitor collects periodically status data associated with the database and feeds the data to a detection analyzing main body as evidences for analysis, judgment and strategy execution; a step of detection analyzing, the detection analyzing main body on a strategy control service analyzes the status data of the database and judges normality of the database on the ground of own knowledge database; if the judging result is abnormal, enter into failure treatment flows; a step of strategy control service, a strategy control server sends a local emergency key database an instruction to synchronize the key data of the main database, just in case of occurrence of the failures.

Description

1. Technical field [0001] The invention belongs to the field of customer service of communication operators. According to the characteristics of the existing customer service system, the database fault handling scheme adopts innovative fault handling, which effectively improves the availability of the customer service system and improves the service quality of the enterprise. The invention-creation can be directly applied to the field of providing customer service for users by various communication operators. 2. Background technology [0002] With the development of society, the call center has become a popular industry, the scale of the call center has gradually grown, the back-end support system has become more complex, and the risk of system failure has gradually increased. The customer service system is assembled from a large number of components, including databases, interfaces with other systems, networks, etc., which may cause the process of the system and affect the...

AI Technical Summary

Problems solved by technology

[0007] For the data layer database server in the customer service system architecture, mutual hot backup in the event of hardware and operating system level failures has been realized through dual-machine clustering, but it is technically impossible to realize mutual hot backup in the event of database software level failures, and a single database instance failure It directly affects the business, but database instance failures occur frequently, the reasons for the failure are complicated, the recovery time is long (about 15 minutes or more), and the customer service business is greatly affected (all 1860 / 12580 agents cannot query user information or handle business)

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