Patent ID: 8731181

Claim:
A Computer Telecommunication Integration (CTI) device in a call center, comprising a CTI management module, one or more CTI units and an agent caching pool shared by said CTI units, wherein, said CTI device is a device used within one call center; and said CTI device uses a two level hierarchical management structure and modularizes the scheduling resources to one or more CTI units; wherein the CTI management module manages the CTI units, and the CTI units manage the subordinate agents and complete the specific routing functions, so that the CTI device can be expanded with more CTI units without interrupting the operations of the original CTI units and agents; said CTI management module is configured to: implement configuration and register of said CTI units, and monitor states of said CTI units; receive a routing request of a call control module, and select one CTI unit in a normal state, and send said routing request to said CTI unit; and return a selection result returned by said CTI unit to said call control module; said CTI unit is configured to: register and report states to said CTI management module, and manage an agent which is subordinate to this CTI unit, and cache an identifier of said agent, a state of said agent, and information of the CTI unit to which said agent is subordinate into said agent caching pool, and update the state of said agent; and according to the routing request of said CTI management module, select an idle agent which is able to provide services from all the idle agents of all the CTI units that are cached in said agent caching pool, and return the selection result to said CTI management module; and said agent caching pool is configured to: cache the identifiers of said agents, the states of said agents, and the information of the CTI units to which said agents are subordinate; said call center is a Next Generation Network (NGN) based call center implemented in an IP (Internet Protocol) network.