The Implementation Of Calling And Dispatching System Based On CTI Technology

With the development of network and communication technology, modern Call Center has changed fundamentally, and be constituted by several agents with several telephones. The trend of modern Call Center is the combination of network and communication. As an important standard in CTI, TSAPI protocol is playing more and more important role of building modern Call Center.In this paper, the CTI standard and its trend of development is introduced and analyzed. With an example of constructing communication-dispatching system for Fire control, how to construct a CTI based application program with TSAPI protocol is introduced in detail. This paper also concentrates on the design idea of CTI based call center system, the system structure and software design model are analyzed. A practical resolution scheme for the communication service of fire control dispatching system is presented. In this scheme, Avaya ACD is a principal part of communication dispatching control system .TSAPI protocol used in program as the interface of computer and switch.This resolution achieved automatic call distribution and the acquisition of information by using TSAPI protocol, and a serials of calling control functions are realized including making call, hanging up, answering call, making conference and so on. Multithreading technology is adopted to resolve the conflict of sharing resource. This scheme meet the practical requirement of communication dispatching perfectly. The system can be used for reference in constructing of a modern call center in other relational field. Now the application is going to be test run recently.