Abstract: 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.

Abstract: 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.

Abstract: A method and system for upgrading a computer telecommunication integration equipment is provided, the method comprises: a master computer telecommunication integration (CTI) equipment and a slave CTI equipment register respectively to an automatic call distributor; when the master CTI equipment is upgraded, one or more agents which are in an idle state log out from the master CTI equipment, and log in the slave CTI equipment which has been upgraded; and one or more agent which are in a non-idle state keeping connected with the master CTI equipment, log out from the master CTI equipment after changing to the idle state, and log in the slave CTI equipment which has been upgraded. In the method, it is allowed that an agent in a non-idle state can connect a call when only one CTI server is running during the upgrade of the CTI equipment, user call and communication can not be affected during upgrading the CTI equipment, and service quality of customers is improved.