Design And Implement Of Call Center Server Based On CTI Technology

The telephone business plays an important part in waterway transportation safety monitoring systems. It's responsible for the communication between ships and marine safety administrations. It calls for a higher level of shipping-related information integration and automation degree. For these reasons, a proper scaled call center is the best option for this monitoring system.To achieve the goal of designing and implementing a reliable server, which is the core of a call center, this thesis introduces some basic concepts, brief history in the developing of call centers and brings forward an important technology-CTI technology which is of certain importance for call centers. After the definition, function, applications, related standards and protocols of CTI technology are demonstrated, two most widely applied schemes are discussed in CTI solutions: one is based on switches and the other is based on analogue telephone phoneme cards. According to phone call traffic in waterway transportation safety monitoring systems, the scheme based on telephone phoneme cards is more reasonable. Because of the feature that: this scheme takes the card for its main core, this paper sketches out the structure of the entire system and concludes its possible functions.The fatal point of a call center server is its status flow management. This thesis analyzes the status of the phone, users and trunks, and makes a chart of all status. Then these status changes are followed by the subsequent design of data structure, business management, and communication protocol rigorously.The sever picks up the analogue telephone phoneme card provided by Sunway Co. Ltd. Hangzhou, and was programmed with API of card driver, in C# language under Visual Studio .Net environment, All important data is restored in database which managed by Sybase system.The call center based on CTI technology can deal with incoming and out going calls, automatic call distribution, caller id detection, harassment blocking, multiparty conference, recording and replaying, taping, forcibly disconnection and participation, etc. This server finally meets all dedicated goals and it has been kept running under good condition after being deployed.The research results have been applied in the project of Ministry of Transportation of China for the water safety supervision system, which was taken on by Navigation Research Institute in Dalian Maritime University. The major purpose of this research is to realize automatic telephone functions between ship to ship and ship to shore in the system.