CN116233314A - Disaster recovery method and device for telephone system of customer service center - Google Patents

Abstract

The invention discloses a disaster recovery method and device for a telephone system of a customer service center. The method includes: monitoring a database of a remote telephone system in real time and uploading business information of the database to a preset database in real time in a preset format; When it is detected that there is abnormal traffic response in the remote telephone system, the traffic flow access port of the customer service center is switched to the trunk group of the local telephone system; wherein, both the remote telephone system and the local telephone system include A trunk group for receiving traffic call services of users; obtaining unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic. The invention can be used to improve the operation and maintenance reliability and safety of the telephone system of the customer service center.

Description

Disaster recovery method and device for telephone system of customer service center

technical field

The invention relates to the technical field of information processing, in particular to a disaster recovery method and device for a telephone system of a customer service center.

Background technique

In the current customer service call center telephone answering system, the production data of the entire business application system is stored in a database, and the data links generated by all operations of each module point to this database, and the database needs to bear heavy performance pressure. Any improper statement, wrong operation, or negative pressure periodic operation such as a large number of calculations and analysis will easily lead to low efficiency of database execution, and then affect the processing speed of the telephone answering system of the customer service call center. In order to achieve high reliability of the customer service call center telephone system, two sets of customer service center telephone systems are generally deployed in different regions in the prior art, and each set of customer service center telephone systems can operate independently.

In actual use, the two customer service center telephone systems operate completely independently, and the data generated by the two systems are also stored in different computer rooms and different databases. The daily traffic processing of customer service requires an overall view and summary of the data. Since the two system data are stored in different databases, it is actually impossible to manage the data of the two databases in a unified manner. Moreover, the telephone lines connected to the two telephone systems are also independent. If one telephone system fails, it is necessary to switch the incoming call route of the telephone to another system that can operate normally, so as to be able to connect to the other system. Perform business processing on user traffic calls.

Contents of the invention

This application provides a disaster recovery method applied to the telephone system of the customer service center, which is used to improve the reliability and security of operation and maintenance of the telephone system of the customer service center.

In the first aspect, the present application provides a disaster recovery method for the telephone system of the customer service center, including:

Real-time monitoring of the database of the remote telephone system and real-time uploading of the business information of the database to the preset database in a preset format;

When it is detected that there is abnormal traffic response in the remote telephone system, the traffic flow access port of the customer service center is switched to the trunk group of the local telephone system; wherein, both the remote telephone system and the local telephone system include a trunk group for receiving traffic call services from subscribers;

Obtain unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic.

Compared with the prior art, the disaster recovery method for the telephone system of the customer service center provided by the present application does not need to back up the databases of the two telephone systems, causing one database to simultaneously load the business of the two telephone systems information, thereby relieving data cache pressure on the databases of the two phone systems. Real-time monitoring of the database of the remote telephone system and backup of its business information to the preset database in a preset format, unified management of the data information of the telephone system in the working state, when there is an abnormal call response in the remote telephone system, the customer service center The traffic flow access port is switched to the trunk group of the local telephone system, and the local telephone system undertakes the subsequent traffic response of the customer service center, so that the traffic response business of the customer service center will not be completely interrupted. Moreover, since the business information of the remote telephone system database is uploaded to the preset database in real time, the local telephone system can also quickly obtain unprocessed traffic information in the remote telephone system from the preset database, and through the normal operation of the local telephone system Carry out traffic response and improve the operation and maintenance reliability and security of the telephone system of the call center.

In one implementation, the real-time monitoring of the database of the remote telephone system and uploading the business information of the database to the preset database in real time in a preset format specifically includes: using the message queue communication method to monitor the remote telephone system in real time system database;

Upload the business information of the database to the preset database in the form of an execution operation log.

In one implementation, after uploading the business information of the database to the preset database in real time in a preset format, it also includes updating the content of the preset database in real time according to the type of business information received, specifically:

When the received business information is an insertion type, translate the business information into an execution type statement and write it into the preset database;

When the received business information is an update type, updating the data content of the preset database according to the updated data contained in the business information;

When the received service information is of deletion type, the data content of the preset database is deleted according to the pre-deletion data and the update identifier contained in the service information. In an implementation manner, the acquiring unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic specifically includes:

Acquiring the character string service information uploaded by the remote telephone system in the preset database;

converting each of the character string service information into corresponding traffic information;

When the traffic information includes a trunk value, access the corresponding trunk number in the trunk group according to the trunk value so that the local telephone system can respond to traffic; wherein, the trunk The group contains several trunks with different numbers;

When the traffic information does not include a relay value, no traffic response is performed on the traffic information.

In the second aspect, the present application also provides a disaster recovery device for the telephone system of the customer service center, including an information monitoring module, a relay switching module and a traffic response module, specifically:

The information monitoring module is used to monitor the database of the remote telephone system in real time and upload the business information of the database to the preset database in real time in a preset format;

The trunk switching module is used to switch the traffic flow access port of the customer service center to the trunk group of the local telephone system when it is detected that there is an abnormal traffic response in the remote telephone system; wherein, the remote telephone system and Each of the local telephone systems includes a trunk group for receiving traffic calls from users;

The traffic response module is used to acquire unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic.

Compared with the prior art, the disaster recovery device for the telephone system of the customer service center provided by this application does not need to back up the databases of the two telephone systems, resulting in one database having to load the business of the two telephone systems at the same time. information, thereby relieving data cache pressure on the databases of the two phone systems. Real-time monitoring of the database of the remote telephone system and backup of its business information to the preset database in a preset format, unified management of the data information of the telephone system in the working state, when there is an abnormal call response in the remote telephone system, the customer service center The traffic flow access port is switched to the trunk group of the local telephone system, and the local telephone system undertakes the subsequent traffic response of the customer service center, so that the traffic response business of the customer service center will not be completely interrupted. Moreover, since the business information of the remote telephone system database is uploaded to the preset database in real time, the local telephone system can also quickly obtain unprocessed traffic information in the remote telephone system from the preset database, and through the normal operation of the local telephone system Carry out traffic response and improve the operation and maintenance reliability and security of the telephone system of the call center.

In one implementation, the information monitoring module is used to monitor the database of the remote telephone system in real time and upload the business information of the database to the preset database in real time in a preset format, specifically including:

Using the communication mode of message queue to monitor the database of the remote telephone system in real time;

Upload the business information of the database to the preset database in the form of an execution operation log.

In one implementation, after uploading the business information of the database to the preset database in real time in a preset format, it also includes updating the content of the preset database in real time according to the type of business information received, specifically:

When the received business information is an insertion type, translate the business information into an execution type statement and write it into the preset database;

When the received business information is an update type, updating the data content of the preset database according to the updated data contained in the business information;

When the received service information is of deletion type, the data content of the preset database is deleted according to the pre-deletion data and the update identifier contained in the service information.

In an implementation manner, the traffic response module is configured to acquire unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic, specifically including:

Acquiring the character string service information uploaded by the remote telephone system in the preset database;

converting each of the character string service information into corresponding traffic information;

When the traffic information includes a trunk value, access the corresponding trunk number in the trunk group according to the trunk value so that the local telephone system can respond to traffic; wherein, the trunk The group contains several trunks with different numbers;

When the traffic information does not include a relay value, no traffic response is performed on the traffic information.

In a third aspect, the present application further provides a terminal device, including a processor, a memory, and a computer program stored in the memory and configured to be executed by the processor, when the processor executes the computer program, the The disaster recovery method for the telephone system of the call center as described above.

In a fourth aspect, the present application also provides a computer-readable storage medium, the computer-readable storage medium includes a stored computer program, wherein, when the computer program is running, the device where the computer-readable storage medium is located is controlled to perform the above The disaster recovery method for the telephone system of the customer service center.

Description of drawings

Fig. 1 is a schematic flow chart of a disaster recovery method for a customer service center telephone system provided by an embodiment of the present invention;

FIG. 2 is a schematic diagram of a trunk group switching operation interface provided by an embodiment of the present invention;

FIG. 3 is a schematic diagram of a code processing flow of a traffic response provided by an embodiment of the present invention;

Fig. 4 is a block diagram of a disaster recovery device used in a telephone system of a customer service center provided by an embodiment of the present invention.

Detailed ways

The specific implementation manners of the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. The following examples are used to illustrate the present invention, but are not intended to limit the scope of the present invention.

The terms "first" and "second" in the description and claims of the present application and the drawings are used to distinguish different objects, rather than to describe a specific order. Furthermore, the terms "include" and "have", as well as any variations thereof, are intended to cover a non-exclusive inclusion. For example, a process, method, system, product or device comprising a series of steps or units is not limited to the listed steps or units, but optionally also includes unlisted steps or units, or optionally further includes For other steps or units inherent in these processes, methods, products or apparatuses.

Reference herein to an "embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the present application. The occurrences of this phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is understood explicitly and implicitly by those skilled in the art that the embodiments described herein can be combined with other embodiments.

First of all, some terms used in this application are explained to facilitate the understanding of those skilled in the art.

(1) Message queue: It is a container for storing messages during message transmission. A message queue manager acts as a middleman in relaying a message from its source to its destination. The main purpose of a queue is to provide routing and guarantee delivery of messages; if the recipient is unavailable when a message is sent, the message queue holds the message until it can be delivered successfully.

(2) binlog: a file in binary format, used to record the SQL statement information that the user updates the database, for example, the SQL statement that changes the database table and changes the content will be recorded in the binlog. By default, the binlog log is in binary format, and cannot be viewed with the commands of viewing text tools (such as cat, vi, etc.), but can be viewed with mysqlbinlog analysis

Example 1

Referring to FIG. 1 , FIG. 1 is a schematic flowchart of a disaster recovery method for a telephone system of a customer service center provided by an embodiment of the present invention. The embodiment of the present invention provides a disaster recovery method for the telephone system of the customer service center, including steps 101 to 103, and each step is specifically as follows:

Step 101: Monitor the database of the remote telephone system in real time and upload the business information of the database to the preset database in real time in a preset format;

Step 102: When it is detected that the remote telephone system has an abnormal traffic response, switch the traffic flow access port of the customer service center to the trunk group of the local telephone system; wherein, the remote telephone system and the local telephone system Each contains a trunk group for receiving the user's traffic call service;

Step 103: Obtain unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic.

In one embodiment, the real-time monitoring of the database of the remote telephone system and uploading the business information of the database to the preset database in real time in a preset format; specifically includes: using the message queue communication method to monitor the remote telephone system in real time A database; uploading the business information of the database to the preset database in the form of an execution operation log. Since the data of the local telephone system and the remote telephone system operate independently, and each records the generated data in different databases, from the perspective of traffic processing, it is hoped that the data of the two databases can be managed uniformly. Based on this, the embodiment of the present invention adopts the communication mode of the message queue to monitor the database information of the remote telephone system in real time. The business information generated by the remote telephone system will be uploaded to the local preset database in the form of the execution operation log of the database, that is, the binlog format. It should be noted that, in the embodiment of the present invention, the remote telephone system is used to refer to the telephone system in working state, and the local telephone system can be understood as a backup telephone system having the same structure as the remote telephone system.

In one embodiment, after uploading the business information of the database to the preset database in a preset format in real time, it also includes updating the content of the preset database in real time according to the type of business information received, specifically: when the received business information When the information is an insert type, translate the message into an execution type statement and write it into the preset database; when the received business information is an update type, update the preset data according to the updated data contained in the message The data content of the database is updated; when the received service information is deletion type, the data content of the preset database is deleted according to the data before deletion and the update identifier contained in the message. When receiving each piece of database execution operation log binlog information uploaded by the remote telephone system, it is necessary to analyze the received binlog information. Binlog information is divided into three categories: insert, update, and delete. For the binlog of the insert class, it is translated into an insert execution statement and written to the local preset database. For the updated binglog, analyze and determine the pre-update data and post-update data included in the information, find out the updated unique identifier (table_id) in the information, and then store the corresponding data in the local preset database according to the unique identifier Follow the updated data in the message to update. For the binglog of deletion type, analyze the data before deletion included in the message, and determine the unique identifier (table_id) of the data update, and delete the data in the local preset database according to the unique identifier. In one embodiment, when it is detected that there is an abnormal traffic response in the remote telephone system, the traffic flow access port of the customer service center is switched to a trunk group of the local telephone system; wherein, the remote telephone system and the local Each telephone system contains a trunk group for receiving traffic calls from users. When the remote telephone system fails to provide traffic response to the received traffic information within a preset time or there are a preset number of trunks that respond to traffic, it is determined that the remote telephone system has an abnormal traffic response at this time. Referring to FIG. 2 , FIG. 2 is a schematic diagram of a trunk group switching operation interface provided by an embodiment of the present invention. Both the remote telephone system and the local telephone system contain a trunk group for receiving traffic call services from users. In the embodiment of the present invention, if the trunk group of the local telephone system is an incoming call from Pazhou cm8, and the trunk group of the remote telephone system is an incoming call from Zuiguan cm8, when it is detected that there is an abnormal traffic response in the remote telephone system, it is determined that this When the remote telephone system cannot accept the user's traffic calls, the traffic flow entrance of the customer service center is switched from the Zuiguan cm8 of the remote telephone system to the Pazhou cm8 of the local telephone system, and the local telephone system undertakes the subsequent traffic response. Combined with the traffic information uploaded from the remote telephone system database in the preset database, the unprocessed traffic information can be re-responsed to the traffic on the local telephone system. Wherein, each trunk group includes several trunks with different numbers, and each trunk can be used to receive traffic calling services of users.

In an embodiment, the acquiring the unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic specifically includes: acquiring the traffic information uploaded by the remote telephone system in the preset database. String service information; convert each of the string service information into corresponding traffic information; when the traffic information contains a trunk value, access the corresponding trunk group in the trunk group according to the trunk value Trunk number to enable the local telephone system to respond to traffic; wherein, the trunk group contains several trunks with different numbers; when the traffic information does not contain a trunk value, no The traffic information is used for traffic response. When there is abnormal traffic response in the remote telephone system, the traffic flow entrance of the customer service center is switched from the trunk group of the remote telephone system to the trunk group of the local telephone system, and the local telephone system undertakes the subsequent traffic response. Referring to FIG. 3 , FIG. 3 is a schematic diagram of a code processing flow of a traffic response provided by an embodiment of the present invention. Obtain the string service information service in the database, and switch it to the traffic service, that is, cm. When the traffic service information includes a trunk value, a traffic response is performed on the information, wherein the trunk value is a trunk group name of the telephone system. Taking a traffic information with trunk value as an example to describe, if(trunks.containsValue("ZGCM8"), the traffic information contains ZGCM8, that is, the trunk value of ZGCM8, then the traffic information is further Analyze and obtain the trunk number contained in the traffic information, log.debug("operate ZGCM8: trunk"+trunkno); changeTrunkZGCM8Mult(trunkno, services, changeToCM); obtain the corresponding trunk number trunkno and log in the trunk group Select the corresponding trunk number in the switching operation interface to respond to the traffic. If the trunk value is not included in the traffic information, then the traffic information is not carried out to the traffic response. As an optimization scheme of the embodiments of the present invention, when the When the local telephone system carries out traffic response, the service information of the local telephone system is uploaded to the preset database in real time with the preset format. When the remote telephone system returns to normal, the trunk group can be switched back to the remote telephone system, and read the corresponding traffic information in the preset database to perform traffic response, so as to realize switching between the local telephone system and the remote telephone system.

In an embodiment of the present invention, there is also provided a disaster recovery device for a customer service center telephone system, including a processor, a memory, and a computer program stored in the memory and configured to be executed by the processor. When the processor executes the computer program The above-mentioned disaster recovery method for the telephone system of the customer service center is realized.

In an embodiment of the present invention, a computer-readable storage medium is also provided, and the computer-readable storage medium includes a stored computer program, wherein, when the computer program is running, the device where the computer-readable storage medium is located is controlled to execute the above-mentioned method for the customer service center. Disaster recovery methods for telephone systems.

Exemplarily, the computer program can be divided into one or more modules, and the one or more modules are stored in the memory and executed by the processor to complete the present invention. The one or more modules may be a series of computer program instruction segments capable of completing specific functions, and the instruction segments are used to describe the execution process of the computer program in the disaster recovery equipment used in the telephone system of the customer service center.

The disaster recovery equipment used in the telephone system of the customer service center may be computing equipment such as desktop computers, notebooks, palmtop computers, and cloud servers. The disaster recovery equipment for the telephone system of the customer service center may include, but not limited to, a processor, a memory, and a display. Those skilled in the art can understand that the above-mentioned components are only examples of disaster recovery equipment used in the telephone system of the customer service center, and do not constitute a limitation on the disaster recovery equipment used in the telephone system of the customer service center, and may include more than the described components or Fewer components, or a combination of certain components, or different components, for example, the disaster recovery equipment for the call center telephone system may also include input and output devices, network access devices, buses, and the like.

The so-called processor can be a central processing unit (Central Processing Unit, CPU), and can also be other general-purpose processors, digital signal processors (Digital Signal Processor, DSP), application specific integrated circuits (Application Specific Integrated Circuit, ASIC), off-the-shelf programmable Field-Programmable Gate Array (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor can be a microprocessor or the processor can also be any conventional processor, etc., and the processor is the control center of the disaster recovery equipment used for the telephone system of the customer service center, and is connected by various interfaces and lines All parts of the disaster recovery equipment used in the call center telephone system.

The memory can be used to store the computer programs and/or modules, and the processor realizes the use by running or executing the computer programs and/or modules stored in the memory and calling the data stored in the memory. Various functions of the disaster recovery equipment in the telephone system of the call center. The memory may mainly include a program storage area and a data storage area, wherein the program storage area may store an operating system, at least one application program required by a function (such as a sound playback function, a text conversion function, etc.) and the like; the data storage area may store Data created according to the use of the mobile phone (such as audio data, text message data, etc.), etc. In addition, the memory may include high-speed random access memory, and may also include non-volatile memory, such as hard disk, memory, plug-in hard disk, smart memory card (Smart Media Card, SMC), secure digital (Secure Digital, SD) card , a flash memory card (Flash Card), at least one magnetic disk storage device, flash memory device, or other volatile solid-state storage devices.

Wherein, if the modules used for the disaster recovery equipment integration of the telephone system of the customer service center are realized in the form of software function units and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on this understanding, the present invention realizes all or part of the processes in the methods of the above embodiments, and can also be completed by instructing related hardware through computer programs. The computer program can be stored in a computer-readable storage medium, and the computer When the program is executed by the processor, the steps in the above-mentioned various method embodiments can be realized. Wherein, the computer program includes computer program code, and the computer program code may be in the form of source code, object code, executable file or some intermediate form. The computer-readable medium may include: any entity or device capable of carrying the computer program code, a recording medium, a USB flash drive, a removable hard disk, a magnetic disk, an optical disk, a computer memory, and a read-only memory (ROM, Read-Only Memory) , Random Access Memory (RAM, Random Access Memory), electrical carrier signal, telecommunication signal, and software distribution medium, etc. It should be noted that the content contained in the computer-readable medium may be appropriately increased or decreased according to the requirements of legislation and patent practice in the jurisdiction. For example, in some jurisdictions, computer-readable media Excludes electrical carrier signals and telecommunication signals. It can be understood and implemented by those skilled in the art without creative effort.

The embodiment of the present invention provides a disaster recovery method for the telephone system of the customer service center, which does not need to back up the databases of the two telephone systems, causing one database to load the business information of the two telephone systems at the same time, thereby alleviating the two Data cache pressure on the phone system's database. Real-time monitoring of the database of the remote telephone system and backup of its business information to the preset database in a preset format, unified management of the data information of the telephone system in the working state, when there is an abnormal call response in the remote telephone system, the customer service center The traffic flow access port is switched to the trunk group of the local telephone system, and the local telephone system undertakes the subsequent traffic response of the customer service center, so that the traffic response business of the customer service center will not be completely interrupted. Moreover, since the business information of the remote telephone system database is uploaded to the preset database in real time, the local telephone system can also quickly obtain unprocessed traffic information in the remote telephone system from the preset database, and through the normal operation of the local telephone system Carry out traffic response and improve the operation and maintenance reliability and security of the telephone system of the call center.

Example 2

Referring to FIG. 4 , FIG. 4 is a block diagram of a disaster recovery device used in a telephone system of a customer service center provided by an embodiment of the present invention. The embodiment of the present invention provides a disaster recovery device for the telephone system of a customer service center, including an information monitoring module 201, a relay switching module 202 and a traffic response module 203, specifically:

The information monitoring module 201 is used to monitor the database of the remote telephone system in real time and upload the business information of the database to the preset database in real time in a preset format;

The trunk switching module 202 is used to switch the traffic flow access port of the customer service center to the trunk group of the local telephone system when it is detected that there is an abnormal traffic response in the remote telephone system; wherein, the remote telephone system Both the local telephone system and the local telephone system include a trunk group for receiving the user's traffic call service;

The traffic response module 203 is configured to acquire unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic.

In one embodiment, the information monitoring module 201 is used to monitor the database of the remote telephone system in real time and upload the business information of the database to the preset database in real time in a preset format, specifically including: real-time monitoring using a message queue communication method The database of the remote telephone system; uploading the business information of the database to the preset database in the form of an execution operation log.

In one embodiment, after uploading the business information of the database to the preset database in a preset format in real time, it also includes updating the content of the preset database in real time according to the type of business information received, specifically: when the received business information When the information is an insert type, translate the business information into an execution type statement and write it into the preset database; when the received business information is an update type, update the The data content of the preset database is updated; when the received service information is deletion type, the data content of the preset database is deleted according to the data before deletion and the update identifier contained in the service information.

In an embodiment, the traffic response module 203 is configured to acquire unprocessed traffic information in the preset database to enable the local telephone system to respond to traffic, specifically including: acquiring in the preset database The string service information uploaded by the remote telephone system; converting each of the string service information into corresponding traffic information; when the traffic information contains a relay value, according to the relay value in the The trunk group accesses the corresponding trunk number to enable the local telephone system to respond to traffic; wherein, the trunk group contains a number of trunks with different numbers; when the traffic information does not contain a trunk When the value is set, no traffic response is performed for the traffic information.

Those skilled in the art can clearly understand that for the convenience and brevity of description, the specific working process of the device described above can refer to the corresponding process in the foregoing method embodiment, and details are not repeated here.

The embodiment of the present invention provides a disaster recovery device for the telephone system of the customer service center, which does not need to back up the databases of the two telephone systems, causing one database to load the business information of the two telephone systems at the same time, thereby alleviating the two Data cache pressure on the phone system's database. Real-time monitoring of the database of the remote telephone system and backup of its business information to the preset database in a preset format, unified management of the data information of the telephone system in the working state, when there is an abnormal call response in the remote telephone system, the customer service center The traffic flow access port is switched to the trunk group of the local telephone system, and the local telephone system undertakes the subsequent traffic response of the customer service center, so that the traffic response business of the customer service center will not be completely interrupted. Moreover, since the business information of the remote telephone system database is uploaded to the preset database in real time, the local telephone system can also quickly obtain unprocessed traffic information in the remote telephone system from the preset database, and through the normal operation of the local telephone system Carry out traffic response and improve the operation and maintenance reliability and security of the telephone system of the call center.

The above is only a preferred embodiment of the present invention, it should be pointed out that for those of ordinary skill in the art, without departing from the technical principle of the present invention, some improvements and replacements can also be made, these improvements and replacements It should also be regarded as the protection scope of the present invention.

Claims (10)

1. A disaster recovery method for a customer service center telephone system, comprising:

monitoring a database of the heterogeneous telephone system in real time and uploading service information of the database to a preset database in real time in a preset format;

when detecting that the telephone traffic response of the different telephone system is abnormal, switching a telephone traffic access port of a customer service center into a relay group of a local telephone system; wherein, the different telephone system and the local telephone system both comprise a relay group for receiving the telephone traffic call service of the user;

and acquiring unprocessed telephone traffic information in the preset database so as to enable the local telephone system to carry out telephone traffic response.

2. The disaster recovery method for a customer service center telephone system according to claim 1, wherein the real-time monitoring of a database of a heterogeneous telephone system and the real-time uploading of service information of the database to a preset database in a preset format specifically comprises: monitoring a database of the different telephone system in real time by adopting a communication mode of a message queue;

and uploading the business information of the database to the preset database in an execution operation log format.

3. The disaster recovery method for a customer service center telephone system according to claim 1, wherein after uploading the service information of the database to a preset database in a preset format in real time, the method further comprises updating the content of the preset database in real time according to the type of the received service information, specifically comprising:

when the received service information is an insertion class, translating the service information into an execution class statement and writing the execution class statement into the preset database;

when the received service information is of an update type, updating the data content of the preset database according to updated data contained in the service information;

and when the received service information is a deletion type, deleting the data content of the preset database according to the pre-deletion data and the update identifier contained in the service information.

4. The disaster recovery method for a customer service center telephone system according to claim 1, wherein said obtaining the unprocessed telephone traffic information in the preset database to make the local telephone system perform a telephone traffic response specifically comprises:

acquiring character string service information uploaded by the different telephone system from the preset database;

converting each character string service information into corresponding telephone traffic information;

when the telephone traffic information contains a relay value, accessing a corresponding relay number in the relay group according to the relay value so as to enable the local telephone system to carry out telephone traffic response; wherein the relay group comprises a plurality of relays with different numbers;

and when the traffic information does not contain the relay value, not performing traffic response on the traffic information.

5. The disaster recovery device for the customer service center telephone system is characterized by comprising an information monitoring module, a relay switching module and a telephone traffic response module, and specifically comprises the following components:

the information monitoring module is used for monitoring a database of the different telephone system in real time and uploading service information of the database to a preset database in real time in a preset format;

the relay switching module is used for switching a telephone traffic access port of a customer service center into a relay group of a local telephone system when detecting that the telephone traffic response of the different telephone system is abnormal; wherein, the different telephone system and the local telephone system both comprise a relay group for receiving the telephone traffic call service of the user;

the telephone traffic response module is used for acquiring unprocessed telephone traffic information in the preset database so as to enable the local telephone system to carry out telephone traffic response.

6. The disaster recovery device for customer service center telephone system according to claim 5, wherein said information monitoring module is configured to monitor a database of a heterogeneous telephone system in real time and upload service information of the database to a preset database in real time in a preset format, and specifically comprises:

monitoring a database of the different telephone system in real time by adopting a communication mode of a message queue;

and uploading the business information of the database to the preset database in an execution operation log format.

7. The disaster recovery device for customer service center telephone system as claimed in claim 5, wherein after uploading the service information of said database to a preset database in real time in a preset format, further comprising updating the content of said preset database in real time according to the type of the received service information, specifically:

when the received service information is an insertion class, translating the service information into an execution class statement and writing the execution class statement into the preset database;

when the received service information is of an update type, updating the data content of the preset database according to updated data contained in the service information;

and when the received service information is a deletion type, deleting the data content of the preset database according to the pre-deletion data and the update identifier contained in the service information.

8. The disaster recovery device for customer service center telephone system as set forth in claim 5, wherein said traffic response module is configured to obtain unprocessed traffic information in said preset database to make said local telephone system perform traffic response, and specifically comprises:

acquiring character string service information uploaded by the different telephone system from the preset database;

converting each character string service information into corresponding telephone traffic information;

when the telephone traffic information contains a relay value, accessing a corresponding relay number in the relay group according to the relay value so as to enable the local telephone system to carry out telephone traffic response; wherein the relay group comprises a plurality of relays with different numbers;

and when the traffic information does not contain the relay value, not performing traffic response on the traffic information.

9. A terminal device comprising a processor, a memory and a computer program stored in the memory and configured to be executed by the processor, the processor implementing the disaster recovery method for a customer service center telephone system according to any of claims 1 to 4 when the computer program is executed by the processor.

10. A computer readable storage medium, characterized in that the computer readable storage medium comprises a stored computer program, wherein the computer program, when run, controls a device in which the computer readable storage medium is located to perform the disaster recovery method for a customer service center telephone system as claimed in any one of claims 1 to 4.

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