The Study And Research Of Call Center

Call Center is based on the CTI (Compute telephony integration) technology and it integrates the advance compute and telecom technology, becoming an overall information system platform.At first, we discuss the architecture of Call Center and it's latest development. Under the background of merging of Compute and Telecom, We also probe the newly tend of CTI, Pointing out The Call Center which is based on the PC will fledgling develop.Next, we introduce the theory of NMSS vocal card and it's developing procedure. Then we abstract the analyze and implementing process of Call Center, Using modular method to solve the abstract problems, such as call access and agent schedule. In implementation, we adopt the method of IPC and SOCKET to solve the communication between processes locating in the same host or not. We reference the method of state machine to instruct coding, and we fully use the performance of multithread in UNIX to provide higher virtual access capacity. Moreover, we also do the research of intelligent routing in Call Center.Finally, we study how the advance technology (IP PHONE, WEB, CRM) facilitates Call Center to evolve to an excellent information platform.