The Design And Application Of Dual-Call Center Based On Data Synchronization

Limited by the immaturity of concerning business, applications of callingtechnology, and broadband network, the communication call center adopted unitary dmode at the beginning period of construction. On the rapid rise of new customers andthe continuous innovation and applications of business and new technology, theproblems of the originally independent unitary call center gradually appear. Such asthe difficulties of system expanding, the inability of backing up copies in accidents,the low capacity of telephone communication and switching is hard to support the7x24hours uninterrupted service, etc. Therefore, we have to construct dual-call centerand even multi-call center, which becomes the communication development tendency.This article mainly aims at the demands of the call center of a provincial mobileoperators, researching on the classic solution of the technology of datasynchronization copying and dual-call center, traffic scheduling and switches amongcall centers, and its applications to the design and applications of call centers. Maincontents goes.First, to estimate the key information like the calling number when it is busy,the number of traffic trunk，and the number of seats, etc. in the calling platform of thecall center. To get the objective evidence of resource allocation of each call centers.To present three classic solutions of the dual-call centers by analyzing the features ofbusiness of them. And to compare these solutions from the construction spent, thecapacity of data integration, the later expansion of the call center, and other facetsThen, after the compare and analysis of a variety of data synchronization andreplication technology, we based on the replication demand of key business and data,improved the process of data synchronization according to three basic steps of Oraclestreams replication technology (capture, dissemination, application) and packaged it.Such as: designing services channel to avoid the influence of performance betweentransactions; implementing heartbeat detection of channel to facilitate the transactionmonitor and alarm.Finally, to integrate a dual-call center system, which have capabilities of disastertolerance, communication of traffic and data between centers, and stratifiedmanagement of basic platform and business system. After that,it achieves the trafficscheduling at night,the batch system inspection in large holidays, and the VIP Call scheduling between centers, and truly provides a24-hour hotline service.