| CTI (Computer Telephony Integration)technology is a developing computer and communications technology. Through the latest digital treatment technology, CTI becomes very active based on computer technology, the network technology and the communication technology. The call center is a system that treats the phone calls from clients. With the rapid development of telecommunications and computer technology, CTI has become the core of the call center. The call center is the combination of voice technology, the computer network and the database in an integrated system.On the basis of consulting a large number of references of technologies, this thesis has carried on research on CTI technology at first and analyzed the domestic CTI technology, development of the Call Center and its present situation, then proposed the research content of the subject. The thesis analyzes the characteristics of CTI, Telephony Application Programming Interface (TAPI3.0) and the realization means of Interactive Voice Response (IVR) system, summing up its advantages and disadvantages and improvements needed.In the thesis the solution to Call Center based on the computer and board card has been used as CTI application at the Science and Technology Library, and a practicable Call Center is designed. The software has been adopted to improve the second empolder of voice board card, completing the design of the aptitude individual voice system. Meanwhile, the thesis ameliorates ACD operation ability, synthesizing the advantages of the algorithm on the basis of spare time and skills of attendants, overcoming the disadvantage because of only one standard that lacks of flexibility. The focus is also put on the arithmatic design of the waiting time predicted. The thesis has studied the call controlling process to turn on the controlling process, the call forwarding controlling process, the monitoring tripartite telephone conversation controlling process with emphasis, analyzed the CTI server... |
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