电信级多媒体呼叫中心的研究与实现
摘要
本文以北京电信呼叫中心建设实际课题为背景，介绍了呼叫中心的发展历程及当前
国内外应用现状。论述了北京电信多媒体呼叫中心的设计方案、设备选型、资源规划、网
络构架及软件设计。并结合作者参加研制的交互式语音应答系统（IVR）和计算机电话集
成系统（CTI）的研究成果，详细讨论了CTI系统的技术要点、采用工具及实现方法。
论文重点分析了IVR系统的中文传真支持、文件拼接、数据库查询、传真管理等若
干功能的实现过程、步骤或算法；给出了CTI Proxy Server所涉及的类及CTI-Software类、
软电话功能、服务线程、Socket输入输出、获取ACD排队数等的实现算法或方法定义；
并给出了CTI中通讯子模块INFO的主线程、通讯子线程、呼叫监测类(mycallobserver)
的具体实现算法。
论文最后通过自始至终在北京电信呼叫中心项目实施及系统推广应用中的切身体
会，针对大型软件项目研制的市场应用需求预测、投资效益分析、系统方案设计、工程计
划制订、项目进度控制等方面存在的问题提出了作者自己的看法和解决对策。
The Call Center has boomed recent years as the result of the economy globalization and the development of CTI and Internet technology. Based on the beijing telecom bureau's call center, this paper described the history and present conditions of applications of call center, discussed the call center's solution in details, including network structure, resource plan, software design, and so on. The most important module, IVR and CTI system, were analyzed. Taking advantage of Object-Oriented technology, the main thought, system architecture and realization procedure were also included in this paper.
The paper characterized algorithms of fax function, text joint; database query and fax management for IVR system. In CTI system, design and realization of CTI Proxy Server and CTI INFO were also specified.
At last, in author's opinion, the maiket condition of call center, system solution, and other problems about project scheme of call center were discussed. Although there are still many problems needed to be resolved in the current application environment, the call center will be a main trend in the future and will bring a revolution to the traditional business.
国内外应用现状。论述了北京电信多媒体呼叫中心的设计方案、设备选型、资源规划、网
络构架及软件设计。并结合作者参加研制的交互式语音应答系统（IVR）和计算机电话集
成系统（CTI）的研究成果，详细讨论了CTI系统的技术要点、采用工具及实现方法。
论文重点分析了IVR系统的中文传真支持、文件拼接、数据库查询、传真管理等若
干功能的实现过程、步骤或算法；给出了CTI Proxy Server所涉及的类及CTI-Software类、
软电话功能、服务线程、Socket输入输出、获取ACD排队数等的实现算法或方法定义；
并给出了CTI中通讯子模块INFO的主线程、通讯子线程、呼叫监测类(mycallobserver)
的具体实现算法。
论文最后通过自始至终在北京电信呼叫中心项目实施及系统推广应用中的切身体
会，针对大型软件项目研制的市场应用需求预测、投资效益分析、系统方案设计、工程计
划制订、项目进度控制等方面存在的问题提出了作者自己的看法和解决对策。
The Call Center has boomed recent years as the result of the economy globalization and the development of CTI and Internet technology. Based on the beijing telecom bureau's call center, this paper described the history and present conditions of applications of call center, discussed the call center's solution in details, including network structure, resource plan, software design, and so on. The most important module, IVR and CTI system, were analyzed. Taking advantage of Object-Oriented technology, the main thought, system architecture and realization procedure were also included in this paper.
The paper characterized algorithms of fax function, text joint; database query and fax management for IVR system. In CTI system, design and realization of CTI Proxy Server and CTI INFO were also specified.
At last, in author's opinion, the maiket condition of call center, system solution, and other problems about project scheme of call center were discussed. Although there are still many problems needed to be resolved in the current application environment, the call center will be a main trend in the future and will bring a revolution to the traditional business.
引文
1．张海藩，软件工程导论，清华大学出版社，1999
2．冯玉琳，赵保华，软件工程方法、工具和实践，中国科学技术大学出版社，1992
3．朱海滨，阳国贵，刘仲，面向对象原理与应用，国防科技大学出版社，1998
4．赵文静，董丽丽，面向对象技术，西安建筑科技大学
5．李宗纬，戴永裕，非常JAVA，旗标出版股份有限公司，1999
6．宋辉，江峰，JAVA服务器程序设计，清华大学出版社，1999，6
7．WEB安全技术与防火墙，资料
8．耿刚永，仲萃豪，采用软件构件技术开发领域应用软件，计算机工程，1998
9．呼叫中心的发展史，CTI技术，1999
10. Lucent Definity maintenance,Lucent document
11. Telephony Services CSTA Services PBX Driver Interface Specification
12. Java Telephony API (JTAPI) Programmer's Reference (JTAPI v1.2 Specification), Issue 1.1, November 1998
13. Programmer's Guide for DEFINITY Emerpfise Communications Server, Issue 2.6a, November 1998
14. Administration and Maintenance for DEFINITY Enterprise Communications Server and Call Visor PC, Issue 1.6, May 1999
15. Telephony Services Administration and Maintenance, Issue 3.3, May 1999
16. Lucent student's guild for CTI maintenance and development, 1999
17. Lucent student's guild for IVR application, 1999
18. Lucent INTUITY CONVERSANT version 7.0 document, 1999
19. IP Next Generation Overview, May 14, 1995
20. http://java.sun. com/jdk
21. http://www.lucent.com/
2．冯玉琳，赵保华，软件工程方法、工具和实践，中国科学技术大学出版社，1992
3．朱海滨，阳国贵，刘仲，面向对象原理与应用，国防科技大学出版社，1998
4．赵文静，董丽丽，面向对象技术，西安建筑科技大学
5．李宗纬，戴永裕，非常JAVA，旗标出版股份有限公司，1999
6．宋辉，江峰，JAVA服务器程序设计，清华大学出版社，1999，6
7．WEB安全技术与防火墙，资料
8．耿刚永，仲萃豪，采用软件构件技术开发领域应用软件，计算机工程，1998
9．呼叫中心的发展史，CTI技术，1999
10. Lucent Definity maintenance,Lucent document
11. Telephony Services CSTA Services PBX Driver Interface Specification
12. Java Telephony API (JTAPI) Programmer's Reference (JTAPI v1.2 Specification), Issue 1.1, November 1998
13. Programmer's Guide for DEFINITY Emerpfise Communications Server, Issue 2.6a, November 1998
14. Administration and Maintenance for DEFINITY Enterprise Communications Server and Call Visor PC, Issue 1.6, May 1999
15. Telephony Services Administration and Maintenance, Issue 3.3, May 1999
16. Lucent student's guild for CTI maintenance and development, 1999
17. Lucent student's guild for IVR application, 1999
18. Lucent INTUITY CONVERSANT version 7.0 document, 1999
19. IP Next Generation Overview, May 14, 1995
20. http://java.sun. com/jdk
21. http://www.lucent.com/
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