| CTI technology is used in Call centers, which make a number of functions ofcommunication networks and computer networks be together to form a completeintegrated information service system.With the the rapid development of computer andinformation technology, now call centers are applied in every Enterprise more and more.Call centers also have been widely used in many fields such as banking, insurance,computers, electricity, transportation, aviation, telecommunications, automotive andeducation.This paper is aimed at practical conditions and specifications to build a callprocessing of call center software design which is based on CTI technology.This paperintroduces CTI technology and explains the development procedures of communicationprocessing program with CTI technology. The fundamental principles of CTI and itsapplication in call center system are described chiefly. The call processing software isdeveloped after every parts of call center system are analysed and though the way tocommunicate between operators. Avaya switch is regarded as the main part of callprocessing in this strategy and TSAPI is regarded as the interface standard of computerand switch in program.This software realizes the automatic distribution of the calls and the access of theinformation by using the CTI technology and finishes a series of basic call control suchas makecall, answerkall, clearcall, conferencecall, transfercall and so on.Meanwhile, themulti-thread synchronization technology is used to solve the resources sharing conflictand meet the requirements of the practical application for the call processing. |
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