基于MapReduce方法的分布式CTI系统

Distributed CTI System Based on MapReduce Method

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.

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.