The Designand Implementation Of High Availability Call Center Based On Two-node Cluster Technology

This paper starts with the hardware level's, system-level's and application-level's availability enhancement architecture, designes and implements a high-availability call center system based on two-nodes hot backup technology. It effectively overcomes the traditional stand-alone mode call centers in the lack of availability, and greatly improves the overall call center system availability.This paper, based on research of the development status of call centers and Linux HA technology, analyzes and compares the single mode and two-nodes hot backup mode call center availability, then, proposes a quantitative result of applying two-nodes Hot Standby Mode. By analyzing the two-nodes hot standby system's work patterns and heartbeat detection model, designes an architecture of high-availability call center system,which including the hardware-level redundancy node mechanism, system-level daemon and application-level two-nodes hot-backup software. This paper designes the detail of communication messages format between system modules, designes and implementes the host and standby CTI servers' heartbeat detection mode, fault-handling mechanisms and state synchronization mechanism. This paper proposes the LVS model-based IVR server clusters'load scheduling algorithm's, fault handling mechanisms', and the state synchronization mechanism of IVR Phone's design and implementation details. Finally, adopting fault injection method to test the whole system.Through the practical application of the two-nodes hot backup call center system, it is proved that the system can real-time detect the hardware or software failures of servers in cluster, and then effectively take over the failures, be able to satisfy the user demand for the availability of call center.