\n| \u6280\u80fd\u7ec4 + \u52a0\u6743<\/td>\n | \u5148\u6309\u7ec4\u5339\u914d，\u7ec4\u5185\u6309\u6743\u91cd<\/td>\n | \u80fd\u8868\u8fbe\u4e1a\u52a1\u5dee\u5f02<\/td>\n | \u6743\u91cd\u96be\u8c03，\u5bb9\u6613\u53d8\u6210"\u80fd\u8005\u591a\u52b3"<\/td>\n | \u6709\u660e\u786e\u5206\u5de5\u7684\u95e8\u5e97<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n \u95e8\u5e97\u573a\u666f\u7684\u52a1\u5b9e\u9009\u62e9：\u4ee5"\u6700\u957f\u7a7a\u95f2\u4f18\u5148"\u4e3a\u4e3b，\u53e0\u52a0"\u5f53\u65e5\u63a5\u542c\u6570\u4e0a\u9650"\u4f5c\u4e3a\u515c\u5e95，\u518d\u5728\u524d\u9762\u52a0\u4e00\u5c42\u6280\u80fd\u7ec4\u5339\u914d\u3002\u7406\u7531\u5f88\u76f4\u63a5\u2014\u2014\u6700\u957f\u7a7a\u95f2\u4f18\u5148\u5728 2 \u5230 20 \u4eba\u89c4\u6a21\u4e0b，\u4e3b\u89c2\u611f\u53d7\u6700\u63a5\u8fd1"\u516c\u5e73"，\u800c\u4e14\u5b9e\u73b0\u6210\u672c\u4f4e\u3002<\/p>\n \u5173\u4e8e"\u6700\u5c11\u63a5\u542c\u6570"\u8981\u63d0\u9192\u4e00\u53e5：\u5b83\u9002\u5408\u8bdd\u91cf\u5927\u7684\u56e2\u961f，\u4f46\u5728\u65e5\u8bdd\u91cf\u53ea\u6709\u51e0\u5341\u901a\u7684\u95e8\u5e97，\u8fd9\u4e2a\u8ba1\u6570\u6ce2\u52a8\u5f88\u5927，\u53cd\u800c\u4e0d\u5982\u7a7a\u95f2\u65f6\u957f\u7a33\u5b9a\u3002<\/p>\n
\n\u56db\u3001\u63a8\u8350\u7684\u4e09\u5c42\u5206\u914d\u7b56\u7565<\/h3>\ntext<\/p>\n \u6765\u7535\u8fdb\u5165
\n \u2193
\n\u7b2c\u4e00\u5c42：\u6280\u80fd\u7ec4\u5339\u914d（\u552e\u540e\u7ec4 \/ \u9884\u7ea6\u7ec4 \/ \u901a\u7528\u7ec4）
\n \u2193 \u7ec4\u5185\u65e0\u4eba\u7a7a\u95f2
\n\u7b2c\u4e8c\u5c42：\u7ec4\u5185\u9009\u4eba（\u6700\u957f\u7a7a\u95f2\u4f18\u5148 + \u5f53\u65e5\u63a5\u542c\u6570\u4e0a\u9650）
\n \u2193 \u5168\u90e8\u8fbe\u5230\u4e0a\u9650\u6216\u5168\u90e8\u5fd9
\n\u7b2c\u4e09\u5c42：\u6ea2\u51fa（\u8f6c\u901a\u7528\u7ec4 \/ \u8f6c\u5e97\u957f \/ \u6392\u961f\u7b49\u5f85 + \u8d85\u65f6\u63d0\u793a） <\/p>\n \u51e0\u4e2a\u53c2\u6570\u7684\u7ecf\u9a8c\u503c，\u4f9b\u53c2\u8003，\u5b9e\u9645\u8981\u6309\u95e8\u5e97\u8bdd\u91cf\u8c03：<\/p>\n \n- \n
\u5355\u5750\u5e2d\u540c\u65f6\u53ea\u5206\u914d 1 \u901a（\u95e8\u5e97\u57fa\u672c\u5982\u6b64，\u591a\u8def\u5e76\u53d1\u53cd\u800c\u4e71）\u3002<\/p>\n<\/li>\n - \n
\u5f53\u65e5\u63a5\u542c\u6570\u4e0a\u9650：\u6309\u5750\u5e2d\u6570\u7684 1.2 \u5230 1.5 \u500d\u5747\u644a\u503c\u8bbe\u4e00\u4e2a\u8f6f\u4e0a\u9650，\u8fbe\u5230\u4e0a\u9650\u540e\u53ea\u5728\u65e0\u4eba\u53ef\u7528\u65f6\u624d\u7ee7\u7eed\u6d3e\u3002<\/p>\n<\/li>\n - \n
\u6392\u961f\u7b49\u5f85\u63d0\u793a：15 \u79d2\u4e00\u6b21，\u8d85\u8fc7 60 \u79d2\u63d0\u793a"\u53ef\u7559\u8a00"\u6216\u8f6c\u5e97\u957f\u3002<\/p>\n<\/li>\n - \n
\u632f\u94c3\u8d85\u65f6：25 \u5230 30 \u79d2，\u8d85\u65f6\u56de\u6536\u91cd\u65b0\u5206\u914d\u3002<\/p>\n<\/li>\n<\/ul>\n \u4ece\u6392\u961f\u8bba\u89d2\u5ea6\u770b，\u8fd9\u7c7b"\u591a\u5750\u5e2d\u5355\u961f\u5217"\u7ed3\u6784\u53ef\u4ee5\u7528 Erlang C \u6a21\u578b\u505a\u5bb9\u91cf\u4f30\u7b97\u2014\u2014\u5b83\u7ed9\u51fa\u7684\u662f"\u7ed9\u5b9a\u5750\u5e2d\u6570\u3001\u5230\u8fbe\u7387\u548c\u5e73\u5747\u901a\u8bdd\u65f6\u957f，\u5ba2\u6237\u9700\u8981\u6392\u961f\u7684\u6982\u7387\u4e0e\u5e73\u5747\u7b49\u5f85\u65f6\u95f4"\u3002\u95e8\u5e97\u4e0d\u9700\u8981\u624b\u7b97\u516c\u5f0f，\u4f46\u53ef\u4ee5\u7528\u5b83\u53cd\u63a8\u4e00\u4e2a\u76f4\u89c9：\u5750\u5e2d\u6570\u4e0d\u591f\u65f6，\u6392\u961f\u65f6\u95f4\u4e0d\u662f\u7ebf\u6027\u589e\u957f，\u800c\u662f\u6307\u6570\u7ea7\u6076\u5316\u3002\u6240\u4ee5\u6ea2\u51fa\u7b56\u7565\u5fc5\u987b\u5728\u5750\u5e2d\u5168\u5fd9\u524d\u5c31\u51c6\u5907\u597d，\u800c\u4e0d\u662f\u7b49\u5ba2\u6237\u7b49\u6025\u4e86\u624d\u8f6c\u3002Erlang C \u7684\u6a21\u578b\u8bf4\u660e\u53ef\u53c2\u8003\u7ef4\u57fa\u767e\u79d1\u6761\u76ee：https:\/\/en.wikipedia.org\/wiki\/Erlang_(unit)#Erlang_C_formula<\/p>\n \u4e0d\u540c\u4e91\u547c\u53eb\u4e2d\u5fc3\u5e73\u53f0\u5bf9\u81ea\u5b9a\u4e49 ACD \u7b56\u7565\u7684\u5f00\u653e\u7a0b\u5ea6\u5dee\u522b\u5f88\u5927\u3002\u6709\u4e9b\u53ea\u63d0\u4f9b"\u8f6e\u8be2\/\u968f\u673a\/\u6700\u5c11\u63a5\u542c"\u51e0\u4e2a\u56fa\u5b9a\u9009\u9879，\u6709\u4e9b\u63d0\u4f9b\u5750\u5e2d\u72b6\u6001\u63a5\u53e3\u548c\u4e8b\u4ef6\u56de\u8c03，\u5141\u8bb8\u4f60\u5728\u81ea\u5df1\u7684\u670d\u52a1\u91cc\u5b9e\u73b0\u9009\u4eba\u903b\u8f91，\u4f8b\u5982\u4f18\u97f3\u901a\u4fe1\u7684\u5f00\u653e\u5e73\u53f0\u63d0\u4f9b\u5750\u5e2d\u72b6\u6001\u4e0e\u547c\u5165\u4e8b\u4ef6\u76f8\u5173\u63a5\u53e3，\u53ef\u4ee5\u914d\u5408\u81ea\u5efa\u670d\u52a1\u505a\u5206\u914d\u3002\u9009\u578b\u65f6\u5148\u95ee\u6e05\u695a"\u5206\u914d\u7b97\u6cd5\u80fd\u4e0d\u80fd\u81ea\u5b9a\u4e49\u3001\u5750\u5e2d\u72b6\u6001\u4e8b\u4ef6\u63a8\u4e0d\u63a8\u3001\u63a8\u9001\u5ef6\u8fdf\u5927\u6982\u591a\u5c11"，\u8fd9\u4e09\u70b9\u76f4\u63a5\u51b3\u5b9a\u4f60\u540e\u9762\u80fd\u4e0d\u80fd\u8c03\u4f18\u3002<\/p>\n
\n\u4e94\u3001Redis \u6570\u636e\u7ed3\u6784\u4e0e\u539f\u5b50\u9009\u4eba<\/h3>\n5.1 \u7ed3\u6784\u8bbe\u8ba1<\/h4>\n\u95e8\u5e97\u89c4\u6a21\u5c0f，\u4e00\u5957 Redis \u8db3\u591f，\u4e0d\u5fc5\u4e0a\u6d88\u606f\u961f\u5217\u3002\u6838\u5fc3\u4e09\u4e2a\u7ed3\u6784：<\/p>\n text<\/p>\n idle:{groupId} zset member=agentId, score=\u7a7a\u95f2\u5f00\u59cb\u6beb\u79d2\u65f6\u95f4\u6233
\nstate:{groupId} hash field=agentId, value=\u72b6\u6001\u5b57\u7b26\u4e32（idle\/ringing\/talking\/acw\/busy\/offline）
\nstat:{groupId}:{date} hash field=agentId, value=\u5f53\u65e5\u63a5\u542c\u6570 <\/p>\n \u7528\u00a0{groupId}\u00a0\u4f5c\u4e3a hash tag，\u662f\u4e3a\u4e86\u8ba9\u540c\u4e00\u6280\u80fd\u7ec4\u7684 key \u843d\u5728\u540c\u4e00\u4e2a Redis \u69fd\u4f4d，Lua \u811a\u672c\u53ef\u4ee5\u539f\u5b50\u64cd\u4f5c\u591a\u4e2a key\u3002\u8fd9\u4e00\u6761\u5728 Redis Cluster \u4e0b\u662f\u5fc5\u987b\u7684，\u5355\u673a\u4e5f\u5efa\u8bae\u517b\u6210\u4e60\u60ef\u3002<\/p>\n 5.2 \u539f\u5b50\u9009\u4eba\u811a\u672c<\/h4>\n\u9009\u4eba\u5fc5\u987b\u539f\u5b50\u5b8c\u6210"\u53d6\u51fa + \u4ece\u6c60\u4e2d\u79fb\u9664 + \u6539\u72b6\u6001"，\u5426\u5219\u4e24\u4e2a\u5e76\u53d1\u8bf7\u6c42\u4f1a\u9009\u5230\u540c\u4e00\u4e2a\u4eba\u3002<\/p>\n lua<\/p>\n — pick_agent.lua
\n— KEYS[1] = idle:{groupId}
\n— KEYS[2] = state:{groupId}
\n— ARGV[1] = \u5f53\u524d\u6beb\u79d2\u65f6\u95f4\u6233
\n— \u8fd4\u56de：\u9009\u4e2d\u7684 agentId，\u6216 nil \u8868\u793a\u65e0\u4eba\u53ef\u7528
\nlocal picked = redis.call('ZRANGE', KEYS[1], 0, 0)
\nif #picked == 0 then
\n return nil
\nend<\/p>\n local agentId = picked[1]<\/p>\n — \u53cc\u91cd\u6821\u9a8c：\u72b6\u6001\u5fc5\u987b\u771f\u7684\u662f idle，\u9632\u6b62\u810f\u6570\u636e\u6b8b\u7559
\nlocal st = redis.call('HGET', KEYS[2], agentId)
\nif st ~= 'idle' then
\n redis.call('ZREM', KEYS[1], agentId)
\n return nil
\nend<\/p>\n redis.call('ZREM', KEYS[1], agentId)
\nredis.call('HSET', KEYS[2], agentId, 'ringing:' .. ARGV[1])
\nreturn agentId <\/p>\n \u6ce8\u610f\u00a0HSET\u00a0\u91cc\u5e26\u4e86\u65f6\u95f4\u6233，\u662f\u4e3a\u4e86\u540e\u9762\u505a\u632f\u94c3\u8d85\u65f6\u56de\u6536\u65f6\u80fd\u77e5\u9053\u8fd9\u901a\u662f\u4ec0\u4e48\u65f6\u5019\u6d3e\u7684\u3002\u5982\u679c\u5e73\u53f0\u5df2\u7ecf\u7ed9\u4f60 callId，\u628a callId \u4e00\u8d77\u5b58\u8fdb\u53bb\u66f4\u65b9\u4fbf\u5bf9\u8d26\u3002<\/p>\n Lua \u811a\u672c\u5728 Redis \u4e2d\u662f\u539f\u5b50\u6267\u884c\u7684，\u8bed\u4e49\u53ef\u53c2\u8003\u5b98\u65b9\u6587\u6863：https:\/\/redis.io\/docs\/latest\/develop\/programmability\/eval-intro\/<\/p>\n 5.3 Node.js \u8c03\u7528<\/h4>\njavascript<\/p>\n const Redis = require('ioredis');
\nconst fs = require('fs');
\nconst redis = new Redis();<\/p>\n const PICK_LUA = fs.readFileSync('.\/pick_agent.lua', 'utf8');<\/p>\n async function pickAgent(groupId) {
\n const agentId = await redis.eval(
\n PICK_LUA,
\n 2,
\n `idle:{${groupId}}`,
\n `state:{${groupId}}`,
\n Date.now()
\n );
\n return agentId || null;
\n} <\/p>\n 5.4 \u72b6\u6001\u6d41\u8f6c<\/h4>\njavascript<\/p>\n async function setAgentState(groupId, agentId, next) {
\n const stateKey = `state:{${groupId}}`;
\n const idleKey = `idle:{${groupId}}`;<\/p>\n if (next === 'idle') {
\n \/\/ \u5148\u5199\u72b6\u6001\u518d\u52a0\u5165\u6c60，\u987a\u5e8f\u53cd\u4e86\u4f1a\u51fa\u73b0"\u6c60\u91cc\u6709\u3001\u72b6\u6001\u4e0d\u662f idle"\u7684\u810f\u6570\u636e
\n await redis.hset(stateKey, agentId, 'idle');
\n await redis.zadd(idleKey, Date.now(), agentId);
\n return;
\n }<\/p>\n \/\/ \u5176\u4ed6\u72b6\u6001\u4e00\u5f8b\u5148\u4ece\u6c60\u91cc\u6458\u6389
\n await redis.zrem(idleKey, agentId);
\n await redis.hset(stateKey, agentId, next);
\n} <\/p>\n \u5199\u64cd\u4f5c\u7684\u987a\u5e8f\u5f88\u5173\u952e\u3002"\u52a0\u5165\u6c60"\u5fc5\u987b\u5728"\u72b6\u6001\u5199\u6210 idle"\u4e4b\u540e，\u56e0\u4e3a\u9009\u4eba\u811a\u672c\u91cc\u4f1a\u4e8c\u6b21\u6821\u9a8c\u72b6\u6001；\u53cd\u8fc7\u6765\u5219\u4f1a\u6709\u4e00\u77ac\u95f4\u6c60\u91cc\u6709\u4eba\u4f46\u72b6\u6001\u4e0d\u662f idle，\u88ab\u811a\u672c\u5f53\u810f\u6570\u636e\u5220\u6389，\u767d\u4e22\u4e00\u4e2a\u5750\u5e2d\u3002<\/p>\n 5.5 \u632f\u94c3\u8d85\u65f6\u56de\u6536<\/h4>\n\u5206\u914d\u51fa\u53bb 30 \u79d2\u6ca1\u4eba\u63a5，\u8981\u56de\u6536\u5e76\u91cd\u65b0\u5206\u914d，\u540c\u65f6\u628a\u8fd9\u4e2a\u5750\u5e2d\u7684\u72b6\u6001\u6539\u56de idle（\u6216\u6807\u8bb0\u4e3a"\u672a\u63a5"）\u3002<\/p>\n javascript<\/p>\n setInterval(async () => {
\n const groups = await redis.smembers('groups:active');
\n const now = Date.now();<\/p>\n for (const g of groups) {
\n const stateKey = `state:{${g}}`;
\n const all = await redis.hgetall(stateKey);<\/p>\n for (const [agentId, st] of Object.entries(all)) {
\n if (!st.startsWith('ringing:')) continue;<\/p>\n const since = Number(st.split(':')[1]);
\n if (now – since < 30000) continue;<\/p>\n \/\/ \u56de\u6536：\u72b6\u6001\u56de idle，\u91cd\u65b0\u5165\u6c60，\u5e76\u8bb0\u4e00\u6b21\u672a\u63a5
\n await setAgentState(g, agentId, 'idle');
\n await redis.hincrby(`stat:{${g}}:${today()}`, agentId + ':missed', 1);
\n }
\n }
\n}, 5000); <\/p>\n \u8fd9\u6bb5\u662f\u8f6e\u8be2\u5b9e\u73b0，\u95e8\u5e97\u89c4\u6a21\u4e0b 5 \u79d2\u4e00\u6b21\u5b8c\u5168\u591f\u3002\u5750\u5e2d\u591a\u4e86\u518d\u8003\u8651\u7528 zset \u5b58\u8d85\u65f6\u65f6\u95f4\u70b9\u505a\u7cbe\u786e\u626b\u63cf\u3002<\/p>\n
\n\u516d\u3001\u5fc5\u987b\u5904\u7406\u7684\u516d\u4e2a\u8fb9\u754c<\/h3>\n6.1 \u5e76\u53d1\u62a2\u5355<\/h4>\n\u4e24\u4e2a\u6765\u7535\u540c\u65f6\u8fdb\u6765，\u4e24\u4e2a\u8fdb\u7a0b\u90fd\u8c03\u00a0pickAgent\u3002Lua \u811a\u672c\u4fdd\u8bc1\u4e86\u539f\u5b50\u6027，\u4f46\u7b2c\u4e8c\u4e2a\u8bf7\u6c42\u53ef\u80fd\u62ff\u5230 nil，\u8fd9\u65f6\u8981\u7acb\u523b\u8d70\u6ea2\u51fa\u903b\u8f91，\u800c\u4e0d\u662f\u91cd\u8bd5\u4e09\u6b21\u518d\u6ea2\u51fa\u3002\u91cd\u8bd5\u4f1a\u62c9\u957f\u5ba2\u6237\u7b49\u5f85\u3002<\/p>\n 6.2 \u5750\u5e2d\u6389\u7ebf<\/h4>\n\u5ba2\u6237\u7aef\u5fc3\u8df3\u65ad\u4e86，\u4f46 Redis \u91cc\u72b6\u6001\u8fd8\u662f idle，\u6c60\u91cc\u8fd8\u6709\u4ed6\u3002\u8981\u6709\u72ec\u7acb\u7684\u6e05\u7406\u4efb\u52a1：\u626b\u63cf\u5fc3\u8df3\u8d85\u65f6\u7684\u5750\u5e2d，\u4ece\u6c60\u91cc\u6458\u9664，\u72b6\u6001\u6539 offline\u3002\u6e05\u7406\u4efb\u52a1\u548c\u9009\u4eba\u811a\u672c\u8981\u5206\u522b\u5904\u7406"\u6458\u9664"\u548c"\u9009\u4e2d"，\u4e0d\u8981\u5408\u5e76\u3002<\/p>\n 6.3 \u5206\u914d\u6210\u529f\u4f46\u63a8\u9001\u5931\u8d25<\/h4>\n\u9009\u4eba\u6210\u529f\u540e\u8981\u628a\u6765\u7535\u63a8\u7ed9\u5750\u5e2d\u5ba2\u6237\u7aef\u3002\u5982\u679c\u63a8\u9001\u5931\u8d25（\u5750\u5e2d App \u65ad\u7f51\u3001\u8f6f\u7535\u8bdd\u6389\u7ebf），\u8fd9\u901a\u7535\u8bdd\u5c31"\u60ac\u7a7a"\u4e86\u3002\u5904\u7406\u529e\u6cd5：\u63a8\u9001\u5931\u8d25\u7acb\u5373\u8c03\u00a0setAgentState\u00a0\u56de idle \u5e76\u91cd\u65b0\u5206\u914d，\u540c\u65f6\u8bb0\u4e00\u6b21\u63a8\u9001\u5931\u8d25\u3002\u4e0d\u8981\u7b49\u632f\u94c3\u8d85\u65f6，\u90a3\u8981\u767d\u7b49 30 \u79d2\u3002<\/p>\n 6.4 \u901a\u8bdd\u4e2d\u6302\u65ad\u4e0e\u8f6c\u63a5<\/h4>\n\u901a\u8bdd\u7ed3\u675f\u8fdb\u5165 acw，acw \u7ed3\u675f\u540e\u56de idle\u3002\u5982\u679c\u4e2d\u9014\u53d1\u751f\u8f6c\u63a5，\u88ab\u8f6c\u7684\u5750\u5e2d\u72b6\u6001\u8981\u540c\u6b65\u6539\u6210 talking，\u539f\u5750\u5e2d\u8fdb acw\u3002\u8f6c\u63a5\u662f\u72b6\u6001\u673a\u6700\u5bb9\u6613\u51fa\u9519\u7684\u5730\u65b9，\u5efa\u8bae\u8f6c\u63a5\u524d\u540e\u5404\u6253\u4e00\u6761\u65e5\u5fd7\u3002<\/p>\n 6.5 \u53cc\u5199\u4e0d\u4e00\u81f4<\/h4>\nstate\u00a0hash \u548c\u00a0idle\u00a0zset \u662f\u4e24\u4e2a\u7ed3\u6784，\u4efb\u4f55\u4e00\u6b21\u5f02\u5e38\u9000\u51fa\u90fd\u53ef\u80fd\u53ea\u5199\u4e86\u4e00\u4e2a\u3002\u515c\u5e95\u65b9\u6848：\u5b9a\u65f6\u5bf9\u8d26\u4efb\u52a1，\u6bcf 5 \u5206\u949f\u626b\u4e00\u904d state，\u628a"\u72b6\u6001\u662f idle \u4f46\u4e0d\u5728\u6c60\u91cc"\u7684\u8865\u8fdb\u6c60，\u628a"\u5728\u6c60\u91cc\u4f46\u72b6\u6001\u4e0d\u662f idle"\u7684\u5220\u6389\u3002\u8fd9\u4e2a\u4efb\u52a1\u5f00\u9500\u5f88\u5c0f，\u4f46\u80fd\u6551\u56de\u5927\u90e8\u5206\u7ebf\u4e0a\u95ee\u9898\u3002<\/p>\n 6.6 \u65b0\u5750\u5e2d\u4e0a\u7ebf"\u5403"\u4e00\u6ce2\u7535\u8bdd<\/h4>\n\u6700\u957f\u7a7a\u95f2\u4f18\u5148\u6709\u4e2a\u526f\u4f5c\u7528：\u65b0\u767b\u5f55\u7684\u5750\u5e2d\u7a7a\u95f2\u65f6\u95f4\u6233\u662f\u5f53\u524d\u65f6\u95f4，\u867d\u7136\u4e0d\u4e00\u5b9a\u662f"\u6700\u957f\u7a7a\u95f2"，\u4f46\u5982\u679c\u8001\u5750\u5e2d\u90fd\u5728 acw \u6216 busy，\u65b0\u5750\u5e2d\u4f1a\u88ab\u8fde\u7eed\u547d\u4e2d\u3002\u5904\u7406\u529e\u6cd5\u662f\u7ed9\u65b0\u767b\u5f55\u5750\u5e2d\u4e00\u4e2a 30 \u5230 60 \u79d2\u7684"\u70ed\u8eab\u671f"\u2014\u2014\u5165\u6c60\u4f46 score \u5f80\u540e\u63a8，\u907f\u514d\u4e00\u4e0a\u7ebf\u5c31\u88ab\u6253\u6ee1\u3002<\/p>\n
\n\u4e03\u3001\u53ef\u89c2\u6d4b\u6027：\u6307\u6807\u4e0e\u6392\u67e5\u6e05\u5355<\/h3>\n\u95e8\u5e97\u6ca1\u6709\u4e13\u804c\u8fd0\u7ef4，\u6240\u4ee5\u6307\u6807\u8981\u5c11\u800c\u6709\u7528\u3002\u5efa\u8bae\u81f3\u5c11\u57cb\u4e94\u4e2a：<\/p>\n \n\u6307\u6807\u8ba1\u7b97\u65b9\u5f0f\u770b\u4ec0\u4e48<\/tr>\n \n\n| \u5750\u5e2d\u5229\u7528\u7387<\/td>\n | \u901a\u8bdd\u65f6\u957f \/ \u5728\u7ebf\u65f6\u957f<\/td>\n | \u6574\u4f53\u662f\u5426\u8fc7\u8f7d<\/td>\n<\/tr>\n | \n| \u5e73\u5747\u6392\u961f\u65f6\u957f<\/td>\n | \u6392\u961f\u7ed3\u675f – \u6392\u961f\u5f00\u59cb<\/td>\n | \u5ba2\u6237\u7b49\u5f85\u4f53\u9a8c<\/td>\n<\/tr>\n | \n| \u653e\u5f03\u7387<\/td>\n | \u6392\u961f\u653e\u5f03\u6570 \/ \u6392\u961f\u603b\u6570<\/td>\n | \u6ea2\u51fa\u7b56\u7565\u662f\u5426\u751f\u6548<\/td>\n<\/tr>\n | \n| \u5206\u914d\u8017\u65f6 P95<\/td>\n | \u9009\u4eba\u811a\u672c\u5f00\u59cb\u5230\u8fd4\u56de<\/td>\n | \u5206\u914d\u94fe\u8def\u662f\u5426\u5065\u5eb7<\/td>\n<\/tr>\n | \n| \u5355\u5750\u5e2d\u65e5\u63a5\u542c\u6570\u6807\u51c6\u5dee<\/td>\n | \u5404\u5750\u5e2d\u63a5\u542c\u6570\u7684\u6807\u51c6\u5dee<\/td>\n | \u5747\u8861\u5ea6\u7684\u76f4\u63a5\u5ea6\u91cf<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n \u7b2c\u4e94\u4e2a\u6307\u6807\u6700\u503c\u5f97\u770b\u3002\u6807\u51c6\u5dee\u6301\u7eed\u504f\u5927，\u8bf4\u660e\u5206\u914d\u7b56\u7565\u6709\u504f\u659c；\u6807\u51c6\u5dee\u5f88\u5c0f\u4f46\u5229\u7528\u7387\u5f88\u4f4e，\u8bf4\u660e\u5750\u5e2d\u592a\u591a\u6216\u8bdd\u91cf\u4e0d\u8db3\u3002\u8fd9\u6bd4"\u611f\u89c9\u67d0\u4e2a\u4eba\u63a5\u5f97\u591a"\u9760\u8c31\u5f97\u591a\u3002<\/p>\n \u7ed9\u4e24\u4e2a\u53c2\u8003\u503c，\u6765\u81ea\u4e00\u4e2a 4 \u4eba\u95e8\u5e97\u3001\u65e5\u547c\u5165\u7ea6 80 \u901a\u7684\u8131\u654f\u5b9e\u6d4b，\u4ec5\u4f5c\u7ecf\u9a8c\u53c2\u8003，\u9700\u6309\u5b9e\u9645\u8c03\u6574：<\/p>\n \n- \n
\u4e0a\u7ebf\u524d\u7528\u7b80\u5355\u8f6e\u8be2，\u5355\u5750\u5e2d\u65e5\u63a5\u542c\u6570\u6807\u51c6\u5dee\u7ea6 6.2；\u6539\u6210"\u6700\u957f\u7a7a\u95f2\u4f18\u5148 + ACW"\u540e，\u7a33\u5b9a\u5728 1.8 \u5de6\u53f3\u3002<\/p>\n<\/li>\n - \n
\u5206\u914d\u8017\u65f6（\u9009\u4eba\u811a\u672c\u5f00\u59cb\u5230\u8fd4\u56de）P95 \u7ea6 12ms，\u95e8\u5e97\u89c4\u6a21\u4e0b\u5efa\u8bae\u63a7\u5236\u5728 50ms \u4ee5\u5185；\u8d85\u8fc7 50ms \u901a\u5e38\u8bf4\u660e Redis \u7f51\u7edc\u6216\u811a\u672c\u91cc\u6709\u4e0d\u5fc5\u8981\u7684\u67e5\u8be2\u3002<\/p>\n<\/li>\n<\/ul>\n \u6392\u67e5\u6e05\u5355：<\/p>\n \n\u73b0\u8c61\u4f18\u5148\u68c0\u67e5\u600e\u4e48\u9a8c\u8bc1<\/tr>\n \n\n| \u4e00\u4e2a\u4eba\u8fde\u7eed\u63a5<\/td>\n | \u662f\u5426\u6709 acw；\u662f\u5426\u6709\u63a5\u542c\u6570\u4e0a\u9650<\/td>\n | \u770b state \u6d41\u8f6c\u65e5\u5fd7<\/td>\n<\/tr>\n | \n| \u4e00\u4e2a\u5750\u5e2d\u540c\u65f6\u54cd\u4e24\u901a<\/td>\n | ringing \u662f\u5426\u4ece\u6c60\u91cc\u79fb\u9664<\/td>\n | \u67e5 idle \u6c60\u5728\u632f\u94c3\u671f\u95f4\u662f\u5426\u8fd8\u6709\u8be5 agentId<\/td>\n<\/tr>\n | \n| \u5ba2\u6237\u6392\u961f\u5f88\u4e45\u4f46\u6709\u4eba\u7a7a\u95f2<\/td>\n | \u6280\u80fd\u7ec4\u662f\u5426\u5339\u914d；\u72b6\u6001\u662f\u5426\u5361\u5728 busy\/acw<\/td>\n | \u5bfc\u51fa state \u5feb\u7167\u9010\u6761\u770b<\/td>\n<\/tr>\n | \n| \u5206\u914d\u5076\u53d1\u5931\u8d25<\/td>\n | \u5e76\u53d1\u4e0b\u00a0pickAgent\u00a0\u8fd4\u56de nil \u7684\u9891\u7387<\/td>\n | \u52a0\u65e5\u5fd7\u7edf\u8ba1 nil \u6bd4\u4f8b<\/td>\n<\/tr>\n | \n| \u5750\u5e2d"\u6d88\u5931"\u4e0d\u63a5\u7535\u8bdd<\/td>\n | \u5fc3\u8df3\u8d85\u65f6\u6e05\u7406\u662f\u5426\u8bef\u4f24<\/td>\n | \u5bf9\u6bd4\u5fc3\u8df3\u65e5\u5fd7\u4e0e offline \u65f6\u95f4<\/td>\n<\/tr>\n | \n| \u8f6c\u63a5\u540e\u72b6\u6001\u9519\u4e71<\/td>\n | \u8f6c\u63a5\u524d\u540e\u662f\u5426\u90fd\u5199\u4e86\u72b6\u6001<\/td>\n | \u67e5\u8f6c\u63a5\u65e5\u5fd7\u4e0e state \u65f6\u95f4\u7ebf<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n\u516b\u3001\u4e0a\u7ebf\u9a8c\u6536\u6e05\u5355<\/h3>\n\n- \u25a1\u00a0\n
\u4e03\u4e2a\u72b6\u6001\u5b9a\u4e49\u6e05\u695a，\u72b6\u6001\u6d41\u8f6c\u56fe\u8d34\u5728\u503c\u73ed\u7fa4<\/p>\n<\/li>\n - \u25a1\u00a0\n
ringing \u548c talking \u90fd\u4ece\u7a7a\u95f2\u6c60\u79fb\u9664<\/p>\n<\/li>\n - \u25a1\u00a0\n
acw \u6709\u8d85\u65f6，\u8d85\u65f6\u81ea\u52a8\u56de idle<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u9009\u4eba\u7528 Lua \u539f\u5b50\u811a\u672c，\u5e76\u53d1 50 \u6b21\u538b\u6d4b\u65e0\u91cd\u590d\u5206\u914d<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u6280\u80fd\u7ec4 key \u4f7f\u7528 hash tag，Cluster \u4e0b\u811a\u672c\u4e0d\u62a5\u9519<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u632f\u94c3\u8d85\u65f6 30 \u79d2\u56de\u6536，\u56de\u6536\u540e\u7acb\u5373\u91cd\u65b0\u5206\u914d<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u63a8\u9001\u5931\u8d25\u7acb\u5373\u56de\u6536，\u4e0d\u7b49\u8d85\u65f6<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u5fc3\u8df3\u8d85\u65f6 60 \u79d2\u5224\u79bb\u7ebf\u5e76\u4ece\u6c60\u6458\u9664<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u5bf9\u8d26\u4efb\u52a1\u6bcf 5 \u5206\u949f\u8dd1\u4e00\u6b21，\u80fd\u81ea\u52a8\u4fee\u590d\u810f\u6570\u636e<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u65b0\u5750\u5e2d\u70ed\u8eab\u671f\u5df2\u914d\u7f6e，\u4e0a\u7ebf\u4e0d\u88ab\u8fde\u7eed\u547d\u4e2d<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u4e94\u4e2a\u6307\u6807\u5df2\u4e0a\u62a5，\u5355\u5750\u5e2d\u63a5\u542c\u6570\u6807\u51c6\u5dee\u53ef\u67e5<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u6ea2\u51fa\u7b56\u7565\u5df2\u9a8c\u8bc1：\u5168\u5fd9\u65f6\u5ba2\u6237\u542c\u5230\u7684\u662f\u6392\u961f\u63d0\u793a\u800c\u4e0d\u662f\u5fd9\u97f3<\/p>\n<\/li>\n - \u25a1\u00a0\n
\u670d\u52a1\u5668\u65f6\u95f4\u5df2\u5f00 NTP \u540c\u6b65<\/p>\n<\/li>\n<\/ul>\n
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