| 摘要 |
<p>Embodiments of the present invention disclose an agent processing method, a switch and a call center, and relate to the communication field. The method includes: receiving, by a switch, a message sent by a computer telecommunication integration server CTI, where the message includes agent logged on information or agent logged off information, and synchronizing an agent queue of the switch according to the agent logged on information or the agent logged off information; and monitoring, by the switch, a connection state between the switch and the CTI, and processing a call reaching the switch according to the agent queue stored in the switch when the connection state between the switch and the CTI is disconnected. The switch includes: a receiving module, a storage module, a monitoring module and a first processing module. According to the solutions provided in the embodiments of the present invention, the problem that the CTI is unable to process the agent after a communication fault, and a total breakdown occurs in call center services before the services between the CTI and the switch are restored is solved.</p> |
