Design And Implementation Of Emergency Call Management System Based On CTI

Recently,a call center and its supporting software management system have been wildly used in the field of commercia,but not in the field of police.Frequent emergencies beget a prominent demand for a call center.To meet this demand,this thesis designs and implements an emergency call management system which consists of a call center based on CTI technique and an emergency management software system.The call center based on CTI technique provides the functionalities for automatic call distribution,automatic voice response,screen popup and so on.The emergency call management system consists of alarm management,basic data management and message management.The main work of this thesis is summarized as follows:(1)Design and implementation of alarm management module.This module which is responsible for police call-in consists of alarm form generation,alarm form management and alarm turn.Alarm form generation is used to build alarm forms.Alarm management is used to manage alarm forms.Alarm turn turns the telephone to others when the currenent officer is not available.(2)Design and implementation of out-bound management module and police action management module.These two modules are responsible for distributing alarm forms and solving concrete problems.(3)Design and implementation of base data management module.This module is responsible for the management of the basic data involved in the system.The main base data include markers,the type and color of police,the level of police.The detailed design of database tables for basic data and the design of the web form lead to a more efficient basic data management.(4)Design and implementation of jurisdiction management module.This module is an important part of emergency call management system.Through the operation of authority management system based on roles,different roles are assigned to different users while the different roles are assigned to different permissions.Through the OI_UNAU interface provided by the subsystem,users can implement different functionalities in our emergency call management system.This thesis designs and implements an emergency call management system based on CTI.Now this system is used in XX country.System test demonstrates that the emergency call management system is capable of solving emergencies.In a simulation experiment with 300 users logining the system simultaneously,all operations are responded in 2s.