"Digital City" Urban Management Sub-system Design Service Call

Computer Telecommunication Integration (CTI) is a combination of computer science and telecommunication technology. The computer network and telecommunication network have been merged by CTI. So far, the CTI technology has been widely used in different areas and industries and its importance have become more significant. The Call Center (CC) is a replying center that answers the phone call from the client. With the rapid development of telecommunication and computer technique, the solution based on CTI has become the mainstream solution of the CC.As this paper is a part of Digital City Management and Emergency Response System, it describes the digital city management operation center building on'96111', which is the basis of the information platform. In this paper a call center system, which is named as'96111'City Management Call System, is disscussed in details. This system uses CTI as the core technique, adopts modularized design, open architecture, and further builds extra interconnection ports. Several issues are disscussed according this system, such as introducing the main features and technologies of the system, introducing a new solution, which is based on CC and CTI technique, for the switch based telecomunication call center, further disscussing IVR subsystem,etc.At the present stage, '96111'City Management Call System has been in service.It solves a number of problems in traditional urban management, and achieves the main design purpose. This systems can be applied to other cities as well.