Design And Implementation Of Communication Dispatch Software Of Call Center

With the development of communication and network technology, call center based on CTI becomes an important service way of various industries. So it is of great application value to improve call center dispatching power and accomplish rapid, automatic and effective communication dispatching, in order to full play the efficiency of communication network.The key point of call center dispatching system is the design of communication protocol and the construction of system platform. With Avaya ACD as the principle part of dispatching control system, the application of CTI technology based on TSAPI protocol in communication dispatching control system was studied in this paper. Moreover, based on the requirement of communication-dispatching system for fire control, the software corresponding to this system with multithreading technology was designed and implemented.Based on Client/Server structure, this system solved some technical difficulties, such as the communication of application program and call server, the consistency setting of the state between the telephone operator and the telephone and the gaining and displaying of calling number. This scheme also achieved automatic call distribution and the acquisition of information. In addition, serials of calling control functions are realized, including conference, calling transfer, prior answering and so on. Thus the idea of 'three in one' in urban emergency command system is realized. This system meets the practical requirement of communication dispatching perfectly and can be used for reference in constructing of a modern call center in other relational field.The practicability and efficiency was proved through practical running.