Help Center/ Customer Engagement Center/ Service Overview/ Reliability Assurance
Updated on 2025-11-03 GMT+08:00
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Reliability Assurance

After the contact center is moved to the cloud, the cloud platform is responsible for the deployment and O&M of the contact center system. When using convenient services, enterprises may worry about the reliability of the AICC. This section describes the reliability mechanism of the AICC to dispel your doubts.

The AICC uses mechanisms including two-node cluster and cluster DR deployment, business process self-recovery, and traffic control to ensure business reliability.

Two-Node Cluster and Cluster Deployment

Main AICC components work in two-node or cluster load sharing mode to ensure business continuity when some components are faulty.

Self-Recovery Capability

The AICC monitors the status of main processes that provide contact center services in real time. If a process is abnormal, the system automatically restarts the abnormal process to ensure quick business recovery.

Traffic Control

The AICC supports traffic control. When the frequency of user requests exceeds the threshold set in the system, the system rejects new requests to ensure proper running of some running businesses and avoid overload.

The AICC supports overload protection in all access scenarios described in the preceding figure, rejects overload requests, and ensures that businesses within the flow control range are running properly.

Lab test results have shown that businesses can run properly in the following business scenarios, including in the scenario where the load is three times greater than the optimal load.

Scenario

Optimal Load

Twofold Load

Threefold Load

Accessing the system through the web channel

1500 concurrent user requests

3000 concurrent user requests

4500 concurrent user requests

Accessing the system through the IVR self-service

50 CAPS

100 CAPS

150 CAPS
  • The preceding results are based on the lab tests in standard networking with the ODFS NE as the flow-controlled NE.
  • CAPS, short for call attempts per second, indicates the number of calls established per second.
  • In the optimal load scenario, requests are processed properly. In the two- and three-fold load scenarios, requests that exceed the optimal load are discarded to ensure proper running of businesses.

To sum up, the AICC provides three reliability mechanisms to ensure that the contact center can provide reliable services when some modules are abnormal or the user traffic exceeds the threshold, ensuring proper running of contact center businesses.