Study And Design Of The Teaching Call Center Based On CTI Technology

With the development of telecommunication and computer technology,CTI technology associated with the two domains has come into being.As one of the most important application of CTI technology,Call Center is a new point in 21 century for enterprises and has a great impact on modern business by providing a bran-new serving mode.Now its commercial application has gradually been accepted by more and more enterprises and customers and used in many domains,such as telecommunication, post, bank, and medical care.However,CTI technology is seldom applied in colleges and universities management. The application of Call Center in the domain is a developing field, which not only can improve the working efficiency and teaching quality of colleges and universities, but also can integrate the resources available to other departments in campus, provide students with more personalized and integrative services and create a more harmonious campus.On the basis of consulting of a large number of technology references,this thesis analyzes the domestic and international CTI technology and the development and application of the Call Center.Then the thesis discusses the characteristic based on different solutions of Call Center application and makes a deep study on the core technology of the Call Center development.We present the demand of the Teaching Call Centers based on the actual investigation in teaching management.Based the result, the thesis eventually chooses a board card Call Center solution. Then, Call Center software framework based on the layers pattern is presented, which brought great convenience for the system's upgrading and expansion in the future. Subsequently, we focus on the realization of the call link layer and call handling layer. Multithread was introduced into the latter, which has greatly improved the efficiency of the system. Because of the fact that the board card computing capability of ACD is weaker than PBX, we have adopted a strategy of the relatively flexible algorithm, avoiding the disadvantages of a single algorithm.Using the core technology of software development, such as the multithread and socket communication, the design and implementation of IVR subsystem is accomplished. Because the flow of the IVR system can be configured freely, it meets the extended needs and has simple operation and rational structure, and achieves the satisfactory results. Finally, we describe the design and implementation of the Agent subsystem and Management subsystem. Taking into account of the characteristics of the applications in colleges and universities, we adopt multilayers structure of database access here. So the data access between the relevant departments and call center in colleges and universities becomes more easy.