Design And Implementation Of City Vehicle Rescue Call Center Based On CTI

With the development of Networks and Communication, Call Center becomes enterprise' s important tool to connect customer. Assembled with advanced technology of Communication and computer, Call Center provides service of increasing income to enterprise, enforces service quality , and decreases revolving cost. Call Center is used in many domains such as telecommunication, post, bank, medical care. Call center is a new developing point in 21 century. Being the nucleus of the New type Call Center, CTI (Computer Telephone Integration) merges two system of telephone and computer together. For its' takeing advantage of computer and telephone , and mergeing voice and data.it improves the exchangeing ability .calling efficiency, and the Call Center service. It is tendency to construct Call Center based on CTI.The thesis introduces the development phrases and structure of Call Center, and analyzes the advantage of Call center based on CTI, CTI, functions of CTI in Call Center, software and hardware framework of CTI, the requirement of city vehicle rescue Call Center System. According to these, we design a type of project of vehicle rescue Call Center system based on CTI. This project has the characteristics as low cost, short developing phrase , easy enlargeing.Design of hardware and implementation software of CTI server is key of Call Center based on CTI. City vehicle rescue Call Center' s CTI server uses voice card to construct.The card has the characteristics of easy fixing and enlargeing, text to speech, high ratio of capability to cost. The card control adopts the methods as multiple thread programming, Socket communication, queueing, and realizes Call routing, fixed_time or real_time dialing out .multilateral communication, and voice response, so that satisfys telephone system' s real_time request.In the end , the thesis prospects the future Call Centers, such as Internet Call Center, multimedia Call Center, their Framework and key technology.