【作者】 田俊；

【导师】 王慕坤；

【作者基本信息】 哈尔滨理工大学 ， 信号与信息处理， 2006， 硕士

【摘要】 计算机电话集成CTI (Computer Telephony Integration)技术是新兴的计算机与通信技术。通过使用最新的数字处理技术,CTI成为基于计算机技术、网络技术、通信技术的十分活跃的应用。呼叫中心CC(Call Center)是指以电话接入为主的呼叫响应中心。随着电信技术和计算机技术的迅猛发展, CTI技术已成为呼叫中心的核心内容。呼叫中心是集语音技术、计算机网络和数据库于一体的系统。在查阅大量技术参考文献的基础上,本文首先对CTI技术进行了研究,分析了国内外CTI技术和呼叫中心的发展及应用状况,提出了课题研究内容。然后分析了CTI技术构成、配置、功能,研究了电话应用程序接口TAPI3.0(Telephony Application Programming Interface)特点、编程要点;交互式语音应答系统实现方法,分析归纳了系统的优劣及需要改进的地方。本文结合科技馆CTI技术的应用选择计算机板卡的呼叫中心解决方案,设计了一个实用性的呼叫中心。设计过程中采用软件的方法提高对语音板卡二次开发,完成了个性化的交互式语音应答IVR (Interactive Voice Response)服务系统。同时对自动呼叫分配ACD (Automatic Call Distributing)的运算能力加强改善,综合了基于座席空闲时间和基于座席人员技能水平算法的优势,弥补了靠单一的算法服务缺乏灵活性的缺陷,提出了预测等待时间的算法设计。重点研究了呼叫控制过程中接入控制过程、呼叫转移控制过程、监控三方通话的控制过程,剖析了CTI服务器的硬件设计和语音卡编程,从而达到了高效、快速、节约的呼叫中心系统。软件设计中采用目前应用广泛、界面和操作性极好的MICROSOFT的VB6.0设计。本论文所设计的呼叫中心对于小型的呼叫中心具有通用性,通过简单的数据封装后可以应用于类似的行业。更多还原

【Abstract】 CTI (Computer Telephony Integration)technology is a developing computer and communications technology. Through the latest digital treatment technology, CTI becomes very active based on computer technology, the network technology and the communication technology. The call center is a system that treats the phone calls from clients. With the rapid development of telecommunications and computer technology, CTI has become the core of the call center. The call center is the combination of voice technology, the computer network and the database in an integrated system.On the basis of consulting a large number of references of technologies, this thesis has carried on research on CTI technology at first and analyzed the domestic CTI technology, development of the Call Center and its present situation, then proposed the research content of the subject. The thesis analyzes the characteristics of CTI, Telephony Application Programming Interface (TAPI3.0) and the realization means of Interactive Voice Response (IVR) system, summing up its advantages and disadvantages and improvements needed.In the thesis the solution to Call Center based on the computer and board card has been used as CTI application at the Science and Technology Library, and a practicable Call Center is designed. The software has been adopted to improve the second empolder of voice board card, completing the design of the aptitude individual voice system. Meanwhile, the thesis ameliorates ACD operation ability, synthesizing the advantages of the algorithm on the basis of spare time and skills of attendants, overcoming the disadvantage because of only one standard that lacks of flexibility. The focus is also put on the arithmatic design of the waiting time predicted. The thesis has studied the call controlling process to turn on the controlling process, the call forwarding controlling process, the monitoring tripartite telephone conversation controlling process with emphasis, analyzed the CTI server更多还原