基于CTI技术的水上交通安全信息呼叫中心设计课程设计.doc

现代交换技术课程设计 PAGE II 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 摘 要 本文介绍了呼叫中心的基本概念和发展情况，并详细分析了用于呼叫中心的重要技术一CTI技术的概念、功能、应用，以及相关的标准和协议等。继而分析探讨了目前常见的基于交换机的方案和基于板卡的方案，并根据整个监控系统所服务场合的电话业务量，选择了后一种方案。 根据该方案是以板卡为设计核心的特点，确定了呼叫中心服务器的业务能力，设计出整个系统的组织结构。在研究了系统繁多的状态和复杂的转移规律之后，整理出直观的系统整体状态转移图和便于程序设计的基于事件的状态转移表。针对呼叫中心以事件驱动状态转移的特点，服务器的工作流程紧紧围绕着话机、坐席和中继三个核心，以定时器控制，对三者状态反复轮询。依照监控系统的数据格式规定，详细拟定了比较完善的CTI服务通信协议。 关键词：呼叫中心服务器； CTI； 模拟语音卡 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. Keywor