基于CTI技术的上交通安全信息呼叫中心设计课程设计.docVIP

现代交换技术课程设计 项目名称 基于CTI语音呼叫中心系统 专业班级 电子102 学生姓名 谢超 于里超 邹远文 指导教师 王艳春 2013年月 日 摘要 关键词：Abstract The telephone monitoring systems.business plays an important part in waterway transportation safety Its 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. Keywords: Call center server; CTI technology; analogue telephone card目 录 Abstract II 目 录 III 第1章 绪论 1 1.1研究背景和现实意义 1 1.2 呼叫中心发展现状 1 1.3 本文主要内容 2 第2章 CTI技术 2 2.1 CTI技术概述 2 2.2 CTI技术功能及应用 3 2.3 CTI技术标准和协议 5 第3章 呼叫中心服务