Call center telephone traffic distribution system and method

呼叫中心的话务分配系统及方法

Abstract

本发明公开了一种呼叫中心的话务分配系统及方法,话务分配系统包括呼叫中心前置系统及呼叫中心集群服务器,所述呼叫中心前置系统用于对呼入的电话进行处理,根据负载均衡算法从所述呼叫中心集群服务器中获取一个用于处理所述呼入的电话的目标服务器。本发明利用负载均衡算法对呼叫中心的集群服务器的负载进行均摊,提高了呼叫中心的处理能力,并且方便维护和方便接入第三方工具。
The invention discloses a call center telephone traffic distribution system and method. The telephone traffic distribution system comprises a call center front-end system and a call center cluster server. The call center front-end system is used for processing incoming calls, and obtaining a target server, for processing the incoming calls, from the call center cluster server according to a load balancing algorithm. The load of the call center cluster server is balanced by utilizing the load balancing algorithm, thereby improving processing capacity of the call center, and facilitating to maintain and facilitating access of a third-party tool.

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