北京邮电大学学报

  • EI核心期刊

北京邮电大学学报 ›› 2016, Vol. 39 ›› Issue (s1): 32-36.doi: 10.13190/j.jbupt.2016.s.008

• 论文 • 上一篇    下一篇

基于MapReduce方法的分布式CTI系统

张文涛1,2, 双锴1, 陈平3, 苏森1, 詹舒波1   

  1. 1. 北京邮电大学 网络与交换技术国家重点实验室, 北京 100876;
    2. 通信网信息传输与分发技术重点实验室, 石家庄 050081;
    3. 北京师范大学 信息网络中心, 北京 100875
  • 收稿日期:2015-09-15 出版日期:2016-06-28 发布日期:2016-06-28
  • 作者简介:张文涛(1979-),男,博士后,E-mail:wentaozh@hotmail.com;陈平(1974-),男,高级工程师,硕士生导师.
  • 基金资助:

    国家重点基础研究发展计划项目(2011CB302506)

Distributed CTI System Based on MapReduce Method

ZHANG Wen-tao1,2, SHUANG Kai1, CHEN Ping3, SU Sen1, ZHAN Shu-bo1   

  1. 1. State Key Laboratory of Networking and Switching, Beijing University of Posts and Telecommunications, Beijing 100876, China;
    2. Science and Technology on Information Transmission and Dissemination in Communication Networks Laboratory, Shijiazhuang 050081, China;
    3. Center of Information and Network, Beijing Normal University, Beijing 100875, China
  • Received:2015-09-15 Online:2016-06-28 Published:2016-06-28

摘要:

针对呼叫中心多技能组排队路由的资源互斥问题,提出一种基于MapReduce架构的分布式呼叫中心计算机电话集成系统(DCTI).该系统采用分而治之方法实现座席的管理和呼叫路由处理的负载均衡,从而使计算机电话集成(CTI)的业务处理与路由处理都能进行分布式计算.在实际系统中的应用和实验结果表明,DCTI系统可以将CTI的负载线性地分布到N个节点.

关键词: 呼叫中心路由, 座席技能, 呼叫路由, 分而治之算法

Abstract:

A MapReduce based distributed computer telephony integration (CTI) system namely distributed computer telephone integrity (DCTI) was proposed to resolve the resource mutual exclusion problem of routing algorithm in a multi-skilled call center. The proposed system implements the distributed computing of the management and routing in CTI. It adopts the divide and conquer method to improve the routing algorithm and deploys the agents to the CTI nodes equally so that the routing can be computed separately in each node. The real-world application and experimental results show that the DCTI system can linearly distribute the business load of CTI to N nodes.

Key words: call center routing, agent skills, call routing, divide and conquer

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