METHOD AND SYSTEM FOR UPGRADING A COMPUTER TELECOMMUNICATION INTEGRATION EQUIPMENT
First Claim
1. A method for upgrading a computer telecommunication integration equipment, comprising:
- a master computer telecommunication integration (CTI) equipment and a slave CTI equipment registering respectively to an automatic call distributor;
when the master CTI equipment is upgraded, one or more agents which are in an idle state logging out from the master CTI equipment, and logging in the slave CTI equipment which has been upgraded; and
one or more agent which are in a non-idle state keeping connected with the master CTI equipment, logging out from the master CTI equipment after changing to the idle state, and logging in the slave CTI equipment which has been upgraded.
1 Assignment
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Accused Products
Abstract
A method and system for upgrading a computer telecommunication integration equipment is provided, the method comprises: a master computer telecommunication integration (CTI) equipment and a slave CTI equipment register respectively to an automatic call distributor; when the master CTI equipment is upgraded, one or more agents which are in an idle state log out from the master CTI equipment, and log in the slave CTI equipment which has been upgraded; and one or more agent which are in a non-idle state keeping connected with the master CTI equipment, log out from the master CTI equipment after changing to the idle state, and log in the slave CTI equipment which has been upgraded. In the method, it is allowed that an agent in a non-idle state can connect a call when only one CTI server is running during the upgrade of the CTI equipment, user call and communication can not be affected during upgrading the CTI equipment, and service quality of customers is improved.
15 Citations
17 Claims
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1. A method for upgrading a computer telecommunication integration equipment, comprising:
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a master computer telecommunication integration (CTI) equipment and a slave CTI equipment registering respectively to an automatic call distributor; when the master CTI equipment is upgraded, one or more agents which are in an idle state logging out from the master CTI equipment, and logging in the slave CTI equipment which has been upgraded; and one or more agent which are in a non-idle state keeping connected with the master CTI equipment, logging out from the master CTI equipment after changing to the idle state, and logging in the slave CTI equipment which has been upgraded. - View Dependent Claims (2, 3, 4, 5, 11, 12, 13, 14)
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6. A system for upgrading a computer integration equipment, wherein when a computer telecommunication integration (CTI) equipment is upgraded, the system comprises:
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a master CTI equipment, configured to keep connected with one or more agents which are in a non-idle state, and disconnect with the one or more agents in a case that the one or more agents are in an idle state; a slave CTI equipment, configured to establish connections with the one or more agents in the case that the one or more agents are in the idle state; and an automatic call distributor, configured to connect a new incoming call to one or more agents connected with the slave CTI equipment, wherein the slave CTI equipment has been upgraded. - View Dependent Claims (7, 8, 9, 10, 15, 16, 17)
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Specification