【作者】 张庆；

【导师】 王慕坤；

【作者基本信息】 哈尔滨理工大学 ， 测试计量技术及仪器， 2004， 硕士

【摘要】 CTI(Computer Telephony Integration:计算机电话语音集成)技术是新兴的计算机与通信技术。通过使用最新的数字处理技术,CTI成为基于计算机技术、网络技术、通信技术的十分活跃的应用。呼叫中心(Call Center)是指以电话接入为主的呼叫响应中心。随着电信技术和计算机技术的迅猛发展,基于CTI技术解决方案已成为呼叫中心核心的解决方案。呼叫中心是集一个语音技术、计算机网络和数据库技术于一体的系统。在查阅大量技术参考文献基础上,本文首先对CTI技术进行了研究,分析了国内外CTI技术和呼叫中心的发展及应用状况,提出课题的研究价值。然后分析、论证了基于不同应用的呼叫中心解决方案的特点,分析归纳其优劣及需要改进之处。本文针对证券行业的CTI应用选择了基于计算机板卡的呼叫中心解决方案,设计了一个实用性强的呼叫中心。设计中采用软件方法提高原来微型计算机语音板卡方案的ACD运算能力,综合了基于坐席空闲时间和基于坐席人员技能水平算法的优点,弥补了单纯使用一种算法而造成的呼叫服务缺乏灵活性的缺点。论文中重点介绍了CTI服务器的硬件设计和语音卡编程、数据监控派送系统、座席系统、邮件服务系统以及手机短信息服务系统的软件设计。同时结合分布式计算的强大功能,进行了多层数据库应用系统的设计。软件设计中采用目前广泛应用、界面和操作性极好的MICROSOFT的VC++6.0和BORLAND公司的DELPHI6设计。本论文中所设计的呼叫中心对于证券行业有很强的通用性,通过简单的数据封装后可以应用于不同环境的证券营业部或地区总部。更多还原

【Abstract】 CTI(Computer Telephony Integration) technology is new developing computer and communication technology. Through using the latest digital treatment technology, CTI becomes very active application on the basis of technology of the computer technology, network technology, communication technology. The Call Center is a replying center that treats with the phone call from client. With the rapid development of telecommunication technology and computer technology, the solution based on CTI technology has been become the primary solution of the Call Center. The Call Center collects a voice technology, computer network and database technology in the integrative system.On the basis of consulting the list of references of a large number of technologies, this thesis has carried on research to CTI technology at first and has analyzed the domestic and international CTI technology and development of the Call Center and used the states, proposed the research value of the subject. Then this thesis analyzed and proved the characteristic based on different solutions of Call Center application, summed up its advantage and disadvantage needing improvement.In the thesis the solution of Call Center based on the computer and board card has been chosen to CTI application at the securities trading, a Call Center with strong practicability has been designed. The method of the software has been adopted to be in fact raised ACD operation ability of the microcomputer and the voice board card solution in the design, synthesized the advantage of the algorithm on the basis of attend a banquet free time and on the basis of attend a banquet personnel skill, repaired the shortcoming of flexibility lack for simple to use one. The hardware design of CTI server and software design of voice card programming, the data monitoring and sending system, agent management system, E-mail service system and SMS service system have been introduced especially in the thesis. At the same time combined the strong function <WP=6>of distributed compute, the design of the application system of multi-tier database has been carried on.During the process of system design, Microsoft VC++6.0 and BORLAND DELPHI6, which has friendly user interface , kind operation, and be used extensively at present, had been adopted. The Call Center designed in this thesis has very strong general ability to the securities trading, can be applied to the securities business department of different environments or regional general headquarters after simple data encapsulation.更多还原