Research And Design Of Call Center System Based On TAPI3.0

In recent years, along with the rapid decelopment of information technique and the computer, communications technology and computer had already combined together very closely, call center displayed strong vitality in every trade. According to the actual circumstance and specific requirements of Science and Technology Museum, we built up the call center systems based on TAPI3.0.First, this paper studies domestic and international development of call center system, compare the main interface protocols in CTI technique. These are TAPI, TSAPI and JTAPI. We choose the TAPI to establish call center system which offered by the Microsoft company and is wide application. We analyze the difference between the solution of the switches and the solution analogy dialogic card in call center, and choosing the solution of switch. This system adoption PBX of Alcatel, choose dialogic card of DonJin company to completion IVR function, select SQL Server 2000 as the database system. We make program code by C plus plus language to the TAPI3.0 interface function and carry out system function.such as call connecting ,call controlling.Second, this article make a detailed research on TAPI3.0 hierarchical division of function model. To according to analyze lead up algorithm, order algorithm, Most Wait Time Arithmetic, and so on.we put forward a kind of ACD Arithmetic to raise the efficiency of system.Finally, this paper study the interface function of TAPI3.0, and TAPI3.0 controls of ACD objects, complete the process of communication of call center, carry out the system controlling function of coming call and outing call process, the process of call connection, answering a call, call station transfer, and the navigate process of Interactive Voice Response, and the agent sub- system and the database sub- system.