Distributed CTI System Based on MapReduce Method

doi:10.13190/j.jbupt.2016.s.008

JOURNAL OF BEIJING UNIVERSITY OF POSTS AND TELECOM ›› 2016, Vol. 39 ›› Issue (s1): 32-36.doi: 10.13190/j.jbupt.2016.s.008

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Distributed CTI System Based on MapReduce Method

ZHANG Wen-tao^1,2, SHUANG Kai¹, CHEN Ping³, SU Sen¹, ZHAN Shu-bo¹

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

Abstract

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

CLC Number:

TN911.22

ZHANG Wen-tao, SHUANG Kai, CHEN Ping, SU Sen, ZHAN Shu-bo. Distributed CTI System Based on MapReduce Method[J]. JOURNAL OF BEIJING UNIVERSITY OF POSTS AND TELECOM, 2016, 39(s1): 32-36.

Distributed CTI System Based on MapReduce Method

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