基于cti技术的电话自动订票与语音信箱系统的设计与实现-机械制造及其自动化专业论文.docxVIP

摘要计算机电话集成技术(CTI)是近年来兴起的一个技术领域，目前已经广泛应用于服务 摘要 计算机电话集成技术(CTI)是近年来兴起的一个技术领域，目前已经广泛应用于服务 型行业，电话自动订票和语音信箱系统是其中的典型应用，它们提高了企业的服务质量， 有着广泛的应用前景。 论文论述了面向文体类节目电话自动订票系统的总体结构和业务流程，并结合面向 对象、网络通信、文语转换及COM组件等技术，着重讨论了可扩展交互式语音应答(Iv硒 系统的设计和实现、语音信息的动态生成等关键问题的解决方法。此外，论文中还论述 了一套应用于客户服务中心的小型电话语音信箱系统的解决方案，较好的解决了客户服 务中心由于线路忙或客服人员不在线所带来的服务质量下降、企业信誉度降低等问题。 该电话自动订票和语音信箱系统的主要功能目前已基本实现，并有较好的灵活性， 具有实际的应用价值。 关键词：计算机电话集成：电话语音系统：交互式语音应答；声音文件台成：文语转换 语音信箱 AbstractComputer Abstract Computer Telephone Integration(cri)is a technieal field developed in these years，and has been widely applied in the service industries currently．Automated telephone booking and voice mailbox are Wpical application of CTI，which improve service quality of an enterprise and are provided with the wide application foreground． The paper discusses the whole framework and operation flow of the automated telephone booking which deals in the tickets of entertaining program and gymnastic program,and mainly discusses the solution of key problems such as the design and realization of the flexible system of Interactive Voice Response(IVR)and dynamic production of the voice information with the technology of object oriented，network communication，Text To Speech(．TTS)and COM．In addition．a scheme of mini voice maiibex applled in Customer Service Center is discussed in the paper，which preferably solutes the problems such as falling of service quality and credit degree of Rn enterprise caused by busy line or absence of the answerer． The main function of the automated telephone booking and voice maiibox has been realized currently．The systems are commonly flexible and are provided with actual application value． KEY WORDS：Computer Telephone Integration：Telephone Voice System：Interactive Voice Response：Audio Fi Ie Combination：Text To Speech：Voice№i Ibox 基于CTI技术的电话自动订票与语音信箱系统的设计与实现1绪论 基于CTI技术的电话自动订票与语音信箱系统的设计与实现 1绪论 2l世纪是一个信息迅猛发展的时代，通信、计算机与信息融为一体，推动着人类社 会以历史上不曾有过的高速度向前发展，电话网和计算机网已成为遍布全球的两个最大 的通信网络。计算机电话集成技术(CTI---ComputerTelephone Integration)“1通