With the development of the telecommunications industry, call centers, as an important service channel for telecom operators, play an increasingly important role in handling daily business. The call center provides quality services and must be based on high reliability and high stability applications. Then, in the case of continuous expansion of customer scale and continuous increase of traffic volume, the call center resources are reasonably scheduled, the faults are automatically switched, and the service is never interrupted, thereby improving the stability of the call center system and the service continuity capability. An important issue facing the development of the center.
Because the call center is in the position of the computer network, in the area where the ICT is combined, it is necessary to process the incoming call of the CT network, and the CTI equipment and the IVR equipment of the back end use a large amount of IT equipment such as a minicomputer and a PC server, so the call center service is stable. The difficulty of sexual protection lies in how to ensure the reliability requirements of the CT system through the deep adjustment of the system architecture to ensure that the customer service system consisting of a large number of IT equipment can meet the requirements.
Based on the above ideas, Zhejiang Mobile, a manufacturer in the field of call centers in the United Nations, combined with the status quo of Zhejiang Mobile Call Center, cut through the three levels of network, service and database, and optimized the architecture according to the perspective of ensuring business continuity. 
First, at the network level, in order to improve network reliability, strengthen the system's fault isolation capability at the network level, increase the core network switch, and separate the access domain of the CTI platform to achieve isolation between the access domain and the non-core domain. In addition, the core routing device is added to implement redundant backup of the connection between the call center system and the peripheral system, and the network fault switching performance is enhanced. The optimized network architecture is shown below:
Secondly, at the business system level, a new business disaster recovery system is newly constructed, and the switching and failback of the business system and the disaster recovery system are realized. Through the construction of the disaster recovery system, the effective sharing of resources is achieved, and the load of the business system is shared. At the same time, the business system architecture level has also been adjusted. The load balancer directly detects the status of the WEB server, simplifies the request invoking mechanism, and facilitates the positioning and emergency processing of later problems. The optimized business system architecture is shown in the following figure:
Finally, at the database level, a new set of IVR standby databases is created to migrate the underlying data that guarantees the normal operation of the IVR process to the new library. The data consistency between the new and old libraries is maintained through data synchronization to ensure that the basic services are available. The synchronization mechanism is the basic data table necessary for only synchronizing the normal operation of the IVR, such as: process sub-publishing, number segment table, user brand information table, etc.; The table can be synchronized every day, and the large table can be synchronized as scheduled for more than 10 days according to the actual situation; at the same time, the database calling part of the core function in the current IVR process is adjusted. The CTI centralized configuration station creates two primary and backup connections for the IVR data source. The primary data source is still the original library, and the standby data source points to the new alternate library. All the operations involving inserting and updating are in the original library, and the standby library is used in the lightweight disaster recovery mode. When the database is faulty or the performance is low, the IVR can automatically switch to the emergency disaster recovery database. This ensures that users who are currently using the automatic voice process are not aware of the fault. The optimized database access logic is shown below:
In addition, Zhejiang Mobile has also established a full-process call center performance and indicator monitoring system. Through a unified monitoring system, comprehensive real-time monitoring and alarming of network status, service systems, access platforms, databases, and minicomputers can be performed. Identify hidden dangers in time, solve problems quickly, and ensure stable operation of the system.
Through this optimization, Zhejiang Mobile Call Center realized that the system can automatically switch within 3 seconds even when the database is completely paralyzed, the network single plane is faulty, and the service is completely blocked, and the IVR connection rate and the seat connection rate are automatically changed. The stability is maintained at 99.93% and 92.41%. At the same time, when the customer service system fails, the operator can switch to the service disaster recovery system within 5 minutes, realizing that the user has no sense of system failure and ensuring the continuity of the call center service. Sexuality significantly improves customer service quality and customer perception.
With the continuous development of the call center industry, the call center puts forward higher requirements for communication technology, computing technology, operation management and business model. The existing call center is gradually moving to UC-based, SOA-based and real-time service bus technology. With the JIT management idea and the fifth-generation call center evolution as the full-service support platform TSP, the call center application architecture will become increasingly complex. Zhejiang Mobile will closely track the latest technology trends, continuously improve the performance of the call center, and provide quality for the majority of users. service.
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