Technical Overview of Multi‑Site Active‑Active Call Center Architecture and Implementation

As business volume continuously rises, call centers are evolving from single large‑capacity centers to multi‑site architectures; unified collaboration across locations becomes essential for resource integration, availability, and efficiency. Current large‑capacity call centers mainly adopt a multi‑site load‑sharing network, deploying both server and agent sides in multiple locations to lower operational risk and improve availability.

Although this network enables uninterrupted service, it cannot provide seamless disaster recovery—when one site fails, the overall handling capacity inevitably drops due to loss of agent sign‑ins.

Building on this, system‑level active‑active across regions better guarantees service continuity, ensures system availability under disaster scenarios, provides cross‑regional disaster tolerance, and reduces the impact of a single‑region failure.

1. Technical Introduction

The active‑active function is based on Ctrip Contact Center and a unified login platform, offering both planned disaster‑recovery (DR) switching (by system, city region, or skill group) and unplanned DR switching (covering PBX failures, CTI failures, and unified login failures).

2. Technical Implementation

Leveraging the Ctrip call‑center platform, the system monitors real‑time messages exchanged between the agent client and the platform, checking communication/registration status among the client, CTI/unified login, IP phone, and PBX to determine platform availability.

Agent login logic:

Agent client initiates a login request.

Check local unified login availability; if abnormal, directly request login from remote unified login.

If normal, send login request to local unified login.

After receiving the request, the unified login checks whether a planned switch is enabled; if so, it requests resources from the remote platform according to the configured rules. If not, it allocates resources locally and returns registration information to the agent client, which then proceeds with CTI registration and IP‑phone linkage.

If CTI registration or IP‑phone linkage fails during this process, the client re‑issues a login request to the remote unified login.

Post‑login disaster‑recovery detection logic:

After successful login, the agent client evaluates the linkage messages among Client‑CTI‑PBX‑IP‑phone to detect any failures.

When a linkage failure is detected, the client performs a secondary confirmation; upon confirming the break, it automatically initiates a remote failover, sending a re‑login request to the remote unified login platform without human intervention.

3. Technical Features

Supports automatic active‑active switching for online agents during failures and manual switching for planned maintenance.

Allows manual switches by system, region, or agent skill group.

Supports automatic active‑active switching for over 1,000 online agents.

4. Expansion

By integrating Ctrip Call Center CTI platform’s outbound calling capabilities with the unified login platform, the active‑active function enables cloud‑based management of PBX, CTI, and unified login, truly achieving a "one‑world" setup where agents are no longer bound by geography, can connect with a single point, and serve globally.

Call for Contributions

If you have valuable technical insights—whether about new technology trends, practical experiences, or personal growth—please submit them to [email protected] . Accepted contributions will receive a limited‑edition custom gift from Ctrip Technology Center, and sharing will make your "appearance" even better!