An Application Programming Interface Of The Application Support Layer In The Customer Service Center

Call Center is an important application field of the Computer Telephony Integration technology. It is an important way of an enterprise to manage relations with its customers. The development trend of Call Center is the large call center ,that is to say, support different business of different industry on one call center platform .This requires that the Call Center software should be divided into the support layer and the application layer .This paper use iCALL system as the research target .On the basis of the the working systems of the application support layer and the application layer and their relationship, the paper first analyzes the application programming interfaces of the support layer which have given to the application layer : meta data and C++ support classes .Then a new PCS language is put forward .A comparison between PCS and C++ support classes interface is made and the design and implementation of the PCS language is discussed. At last two instances are cited to elucidate the interpretation mechanism of the PCS language. The paper points out that PCS and C++ support classes API are tools for different redevelopment people .They should not be superseded by the other . Furthermore ,the paper points out that providing multiform and efficient redevelopment tools of the support layer to the application redevelopment people is an important aim of the large call center.