| 摘要 |
A Computer Telecommunication Integration (CTI) device in a call center is disclosed. This device comprises a CTI management module, one or more CTI units and an agent caching pool shared by said CTI units. Said CTI management module is configured to configure and register CTI units, and monitor states of said CTI units. The CTI unit is configured to manage agents which are subordinate to this CTI unit, and select an idle agent which is able to provide services, and return the selection result to said CTI management module. The agent caching pool is configured to cache an identifier of said agent, a state of said agent, and the information of the CTI unit to which said agent is subordinate. The technical scheme also provides a method for managing resources and a method for controlling an incoming call applied to a call center.
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