| 基于CTI技术呼叫中心的实现 |
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| 引用本文： | 赫枫龄,由宗铭,赵怡傧.基于CTI技术呼叫中心的实现[J].吉林大学学报(信息科学版),2003,21(3):259-264. |
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| 作者姓名： | 赫枫龄 由宗铭 赵怡傧 |
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| 作者单位： | 吉林大学,计算机科学与技术学院,吉林,长春,130012 |
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| 摘 要： | 研究了如何应用CTI(Computer Telephony Integration)技术设计呼叫中心，概述了设计基于CTI技术的呼叫中心的基本问题，从系统的体系结构、硬件实现和软件实现3个方面详细描述了如何建立基于CTI技术的呼叫中心系统，这种技术方案的优点是投资较小、软件的开发和扩展比较容易，特别适合于业务量不大的小型呼叫中心。
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| 关 键 词： | 呼叫中心 计算机话音集成 语音卡 通道 多线程 |
| 文章编号： | 1671-5896(2003)03-0259-06 |
| 修稿时间： | 2003年1月14日 |
Implementation of the call center based on computer telephony integration |
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| HE Feng\|ling,YOU Zong\|ming,ZHAO Yi\|bin.Implementation of the call center based on computer telephony integration[J].Journal of Jilin University:Information Sci Ed,2003,21(3):259-264. |
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| Authors: | HE Feng\|ling YOU Zong\|ming ZHAO Yi\|bin |
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| Abstract: | The technique for implementing the call center based on computer telephony integration is discussed. The basic problems of designing the call center are outlined. The build process of the call center is described in detail from three aspects of the architecture of the system, the realization of the hardware and the implementation of the software. The strongpoint for this technical solution is small investment, simple software development and easy software extension, which is very suitable for the call center with not big business. |
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| Keywords: | Call center Computer telephony integration Voice card Channel Multiple thread |
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