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Call Center System and Its Abnormality Detection and Self-Recovery Method

A call center and anomaly detection technology, applied in the field of communication, can solve the problems of failures that cannot be detected and repaired in time, and low reliability.

Active Publication Date: 2019-06-18
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

[0004] The purpose of the present invention is to solve the problems of low reliability of the traditional call center system, and when a fault occurs in a certain unit of the call center system, it cannot be detected and repaired in time; to provide a call center system and its abnormal detection and self-recovery method

Method used

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  • Call Center System and Its Abnormality Detection and Self-Recovery Method

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Embodiment 1

[0043] Such as figure 1 As shown, a call center system includes: a front-end unit 1 , multiple target service units 2 and a database 3 .

[0044] Among them, the front-end unit 1 is used to distribute incoming call tasks; each target service unit 2 receives and processes the tasks assigned by the front-end unit 1 ; the database 3 at least includes the takeover IP address of each target service unit 2 .

[0045] Such as figure 1 As shown, each target service unit 2 includes: a host server 21 , a backup server 22 and multiple clients 23 . Wherein: the host server 21 receives and processes the task assigned by the front unit 1, and the host server 21 is provided with a takeover IP address; heartbeat communication is carried out between the backup server 22 and the host server 21, and is used to detect whether the host server 21 is working normally. When the main server 21 fails to work normally, the backup server 22 obtains a takeover IP address to replace the main server 21; e...

Embodiment 2

[0048] An anomaly detection and self-recovery method for a call center system, the method is used for such as figure 1 The call center system shown. The anomaly detection and self-recovery method includes:

[0049] Heartbeat communication is used to detect whether the host server 21 of each target service unit 2 fails. When any host server 21 fails, the corresponding standby server 22 will work. This step specifically includes:

[0050] The main server 21 regularly sends heartbeat packets to the backup server 22, and the backup server 22 regularly feeds back heartbeat confirmation information to the main server 21;

[0051] The standby server 22 obtains the takeover IP address set by the main server 21 .

[0052] According to the takeover IP address, the front-end unit 1 sends the corresponding incoming task to the standby server 22 .

[0053] In addition, the host server 21 regularly sends heartbeat packets to the backup server 22, and the backup server 22 regularly feeds...

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Abstract

The invention discloses a call center system and an abnormal detection and self-recovery method thereof. The call center system is established by using a front-end unit, a plurality of target service units and a database. Heartbeat communication is used to detect whether the host server of each target service unit is faulty. When any host server fails, the corresponding standby server will work; the cluster mode is used to detect whether there is a faulty target service unit. When the unit fails, the front-end unit reassigns incoming tasks to other target service units; when there is a network failure, the client sends a request to the corresponding host server or standby server again; when the database is abnormal, each client uses Cached data works fine. The present invention can realize that the main business of the calling system can continue to run without interruption when abnormal situations such as program downtime, machine hardware damage, database downtime or network failure occur.

Description

technical field [0001] The invention relates to the communication field, in particular to a call center system and its abnormality detection and self-recovery method. Background technique [0002] At present, the call center (Call Center) system is widely used in various industries such as telecommunications, finance, government agencies, electric power, and postal services. With the development of CTI (Computer Telephony Integration) technology, especially the introduction of IVR (Automatic Voice Response System), The call center is developing rapidly, the scale of the business is increasing day by day, and the business operation is becoming more and more complex. As a result, call center management faces more challenges. [0003] However, the current call center system has increased business volume and unbalanced traffic volume, and the call center system is prone to failure, which leads to the stop of the call center system and low customer satisfaction, so it needs to be...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04L12/24H04L12/26H04L29/08H04M3/51
CPCH04L41/0663H04L43/0817H04L43/10H04M3/5175H04L67/568
Inventor 孟浩
Owner 携程旅游信息技术(上海)有限公司
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