【作者】 王红卫；

【导师】 王长山； 唐红军；

【作者基本信息】 西安电子科技大学 ， 计算机技术， 2009， 硕士

【摘要】 计算机电话集成(CTI)技术是当前计算机技术与通信技术相结合的产物。将基于CTI技术的呼叫中心系统引入高校招生工作,利用通信网和计算机网的多项功能集成,建立综合信息服务系统,以有效地为学生提供高质量、高效率、全方位的服务,是本课题研究的目标。本文以某民办高校的招生呼叫中心系统建设为基础。首先对课题背景、呼叫中心发展现状、发展前景、分类、基本组成、关键技术等方面进行了研究。通过对需求的整理和分析,比较各种方案的优缺点。最终确定采用基于计算机语音板卡方式的小型呼叫中心建设方案。在系统总体设计阶段,为实现“高内聚、低耦合”,把用户界面和企业逻辑分离,采用典型的三层设计思想,将招生呼叫中心系统结构划分为接入层、呼叫控制层、业务实现层,并对各部分做了详细研究和分析,得出系统结构体系图。根据用户需求说明书,完成系统功能结构图的设计,将系统划分为呼叫服务处理、队列管理、语音管理、信息管理、工作管理、统计分析、短信模块、系统管理八个功能模块。在呼叫控制层,重点研究了服务器端和客户端的模块划分,并详细设计了用户来电处理、呼叫的处理、录音过程、放音过程、摘机处理、挂机处理、短信模块处理等关键模块的处理流程。同时,分析招生基本业务流程,完成了数据库设计。在系统实现阶段,按照系统总体设计,采用VB开发语音,逐一完成CTI服务器端初始化、呼叫控制、监控界面等程序编写,以及客户端呼叫处理、录音、放音、信息记录、系统管理、短信收发等功能和界面实现。结合数据库设计,采用JSP开发语音,完成了B/S架构的查询统计模块,利用直观的、形象的柱状图、饼图等形式将统计分析结果展现给最终用户。在正式交付使用前,从线路的可靠性、服务器端和客户端通信的有效性、来电受理情况、语音信息的压缩和传送、系统功能的实现情况等几个方面设计测试用例来进行测试和评估。根据测试过程和测试结果,确认系统工作正常,达到系统建设目标。更多还原

【Abstract】 Computer Telephony Integration (CTI) technology is the product which the current computer technology and the communication unify. Put CTI-based call center system technology into the work of university recruitment of students work, use communications networks and computer networks in a number of functional integration, establish an integrated information service system in order to effectively provide students with high-quality, high efficiency, the omni-directional service, is the the research objectives.This article takes some university’s recruitment of students’call central system’s construction as a foundation. first of all, for the topic background、call center development present situation, prospects for development, classification, basic composition, key technologies and so on to research.Through the collation and analysis of requirements, compared the advantages and disadvantages of different plans, determined finally that this system uses small call center construction plan that based on the computer voice card way.In the system overall design stage, in order to achieve the "high cohesion, low coupling", and separate the user interface and business logic, uses typical three-tier design ideas, recruitment of students’call center system architecture is divided into access layer, call control layer, the business to achieve layer, and detailedly researches and analyses the various parts of the system, obtains the system architecture diagram.According to user’s requirements, completes the design of functional structure diagram. The system is divided into call service processing, queue management, voice management, information management, work management, statistical analysis, text messages module, system management eight functional modules. In the call control layer, researches the server-side and client-side module division with emphasis,and designs in detail the key processing flow of the user incoming call’s processing, call’s processing, recording’s process, playback’s process, processing of picking up the telephone, hangup’s processing, messaging module’s processing and so on. At the same time, analyses basic operation flow of recruitment of students, has completed the database design.In the system implementation phase, according to the system design, uses the VB, one by one to complete procedures of the CTI server-side initialization, the call control, monitoring contact surface and so on, and functions and interfaces of the client-side call processing, recording, playback, and information records, system management, send and receive messaging. Combined with database design, uses JSP, completes the query statistics module of B/S structure, using intuitive, the image of histogram, pie chart and so on, the results of the statistical analysis be shown to the end user.Before the formal delivery, from the line reliability, the server-side and the client-side correspondence’s validity, the situation of incoming call’s processing, compression and transmission of the voice information, the achievement of system functions and so on several aspects,to design test cases in order to test and assess. According to the test procedure and the test results, confirm that the system is working normally to achieve the system-building goals.更多还原