Study And Design Of The Call Center Based On CTI Technology

CTI(Computer Telephony Integration) technology is new developing computer and communication technology. Through using the latest digital treatment technology, CTI becomes very active application on the basis of technology of the computer technology, network technology, communication technology. The Call Center is a replying center that treats with the phone call from client. With the rapid development of telecommunication technology and computer technology, the solution based on CTI technology has been become the primary solution of the Call Center. The Call Center collects a voice technology, computer network and database technology in the integrative system.On the basis of consulting the list of references of a large number of technologies, this thesis has carried on research to CTI technology at first and has analyzed the domestic and international CTI technology and development of the Call Center and used the states, proposed the research value of the subject. Then this thesis analyzed and proved the characteristic based on different solutions of Call Center application, summed up its advantage and disadvantage needing improvement.In the thesis the solution of Call Center based on the computer and board card has been chosen to CTI application at the securities trading, a Call Center with strong practicability has been designed. The method of the software has been adopted to be in fact raised ACD operation ability of the microcomputer and the voice board card solution in the design, synthesized the advantage of the algorithm on the basis of attend a banquet free time and on the basis of attend a banquet personnel skill, repaired the shortcoming of flexibility lack for simple to use one. The hardware design of CTI server and software design of voice card programming, the data monitoring and sending system, agent management system, E-mail service system and SMS service system have been introduced especially in the thesis. At the same time combined the strong function of distributed compute, the design of the application system of multi-tier database has been carried on.During the process of system design, Microsoft VC++6.0 and BORLAND DELPHI6, which has friendly user interface , kind operation, and be used extensively at present, had been adopted. The Call Center designed in this thesis has very strong general ability to the securities trading, can be applied to the securities business department of different environments or regional general headquarters after simple data encapsulation.