System to deploy a disaster-proof geographically-distributed call center

摘要

A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working.

主权项

1. A redundant Session Initiation Protocol (SIP) call center system comprising:
a first and a second SIP server located at a first data center and cooperating as a first SIP-server high availability (HA) pair, wherein the first SIP server is a first primary SIP server and the second SIP server is a first backup SIP server; a third and a fourth SIP server located at a second data center geographically remote from the first data center and cooperating as a second SIP server high availability (HA) pair, wherein the third SIP server is a second primary SIP server and the fourth SIP server is a second backup SIP server; wherein the first and second SIP-server HA pairs operate as SIP server peers having active-active redundancy, wherein agent SIP phones are configured to maintain simultaneous registration with the SIP server peers, wherein a first SIP server peer of the SIP server peers receives data from an agent application for logging in an associated agent to the first SIP server peer without logging the agent to a second SIP server peer of the SIP server peers, wherein the SIP server peers collaborate to deliver calls to a SIP phone of the associated agent via the first SIP server peer where the agent is logged in for handling by the agent, and wherein, in response to detecting a failure of primary and backup SIP servers corresponding to the first SIP server peer, the second SIP server peer receives the data from the agent application for logging in the associated agent to the second SIP server peer for continued operation of the agent in handling calls.