【摘要】 本文介绍了一种基于 CTI开放平台的呼叫中心的典型结构和工作原理 ,阐述了现代呼叫中心的设计原则。结合有线电视台电话语音系统的工程实例 ,重点介绍了具有开放 CTI平台接口的呼叫中心的设计原理、体系结构及基于事件驱动和状态转移的有限状态机 (FSM)模型的软件实现。更多还原

【Abstract】 This paper introduces the typical structure and principles of a calling center based on the open platform of Computer Telephone Integration (CTI). It also describes its design concepts. Then it illustrates the design and architecture of a calling center with an interface to the open platform of CTI by a project of a Cable Television Station. Finally, it explains the software implementation of an event\|driven\|and\|state\|transition\|based Finite State Machine.更多还原