基于呼叫中心的社会安全联动系统的设计与实现-计算机技术专业论文.docxVIP

摘要摘要 摘要 摘要 本文详细地论述了呼叫中心技术和具体工程方面的应用问题。首先介绍了 呼叫中心的基本概念、发展历程、分类及建立呼叫中心的优势等方面的内容。 在此基础L分析了呼叫中心与新技术的融合，这些技术的融合将会得到更深层 次的发展。随后进一步深入分析和讨论了呼叫中心的关键技术，对计算机电话 集成、自动呼叫分配、交互式语音应答及WAPI做了重点的介绍。本文也对呼叫 中心的功能需求和流程设计进行了分析。设计了基于呼nU中心的社会安全联动 系统，并重点以中兴通讯的ZXDl000数字程控交换机等设备为綦础，对陕西公 安交通管理中122呼叫中心做了设计，初步建立112呼叫中心平台，给出系统的 软硬件环境，并进行了性能分析。通过基于呼叫中心的社会安全联动系统在具 体工程中的应用，探索总结出呼叫中心在实际应用中的理论体系和实现方案， 对呼叫中心在其他行业的应用也有很好参考价值。 关键字：呼叫中心计算机电话集成 SSES 摘受Abstract 摘受 Abstract This article expounds the Call Center technology and its application in actual engineering projects．This article first introduces the basis concept，development，the different classes of Call Center and the main purpose to build Call Center Based upon it，this article analyzes the combine ofthe Call Center with other technology and gives the suggestion ofthe Call Center’S rapid development．Then the author further analysis and discusses the key technologies of Call Center,with focus on the Computer Telephony Integration，Automatic Call Distribution，Interactive Voice Response and TAPI．Based on Call Center technology．The author analyze the requirements and the flow of the ordinary Call Center．This article gives the design of Social Security Emergency System．This article also expounds the complete process of Call Center in actual engineering projects in combination of ZXDl000 of ZTE Corporation．The author gives the design of 122 Call Center of ShaanXi for the traffic management, and founds the primary 1 22 Call Center flat form by giving the hardware and software environment of system．The author also gives performance analysis based Oil the application of Social Security Emergency System in actual engineering project， the author explores and summarizes a complete theory and solution for actual engineering application．This article is a good reference literature for Call Center engineering application in other fields． Keywords：Call Center Computer Telephony Integration SSES YS8332S创新性声明 YS8332S 创新性声明 本人声明所呈交的论文是我个人在导师指导下进行的研究工作及取得的研 究成果。尽我所知，除了文中