【正文】 現(xiàn)代交換技術(shù) 課程設(shè)計(jì) 項(xiàng)目名稱 基于 CTI 語音 呼叫中心 系統(tǒng) 專業(yè)班級(jí) 電子 102 學(xué)生姓名 謝超 于里超 鄒遠(yuǎn)文 指導(dǎo)教師 王艷春 20xx 年 7 月 5 日 現(xiàn)代交換技術(shù)課 程設(shè)計(jì) I 摘 要 本文介紹了呼叫中心的基本概念和發(fā)展情況，并詳細(xì)分析了用于呼叫中心的重要技術(shù)一 CTI 技術(shù)的概念、功能、應(yīng)用，以及相關(guān)的 標(biāo)準(zhǔn)和協(xié)議等。繼而分析探討了目前常見的基于交換機(jī)的方案和基于板卡的方案，并根據(jù)整個(gè)監(jiān)控系統(tǒng)所服務(wù)場(chǎng)合的電話業(yè)務(wù)量，選擇了后一種方案。 根據(jù)該方案是以板卡為設(shè)計(jì)核心的特點(diǎn)，確定了呼叫中心服務(wù)器的業(yè)務(wù)能力，設(shè)計(jì)出整個(gè)系統(tǒng)的組織結(jié)構(gòu)。在研究了系統(tǒng)繁多的狀態(tài)和復(fù)雜的轉(zhuǎn)移規(guī)律之后，整理出直觀的系統(tǒng)整體狀態(tài)轉(zhuǎn)移圖和便于程序設(shè)計(jì)的基于事件的狀態(tài)轉(zhuǎn)移表。針對(duì)呼叫中心以事件驅(qū)動(dòng)狀態(tài)轉(zhuǎn)移的特點(diǎn)，服務(wù)器的工作流程緊緊圍繞著話機(jī)、坐席和中繼三個(gè)核心，以定時(shí)器控制，對(duì)三者狀態(tài)反復(fù)輪詢。依照監(jiān)控系統(tǒng)的數(shù)據(jù)格式規(guī)定，詳細(xì)擬定了比較完善的 CTI 服務(wù)通信協(xié)議。 關(guān)鍵詞 ： 呼叫中心服務(wù)器； CTI； 模擬語音卡現(xiàn)代交換技術(shù)課 程設(shè)計(jì) II Abstract The telephone monitoring plays an important part in waterway transportation safety It39。s responsible for the munication between ships and marine safety administrations. It calls for a higher level of shippingrelated information integration and automation degree. For these reasons, a proper scaled call center is the best option for this monitoring 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 technologyCTI 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 munication protocol rigorously. Keywords: Call center server。 CTI technology。 analogue telephone card現(xiàn)代交換技術(shù)課 程設(shè)計(jì) III 目 錄 摘 要 .................................................................... I Abstract ......................................................................................................................................II 目 錄 .................................................................. III 第 1 章 緒論 .............................................................. 1 研究背景和現(xiàn)實(shí)意義 ................................................. 1 呼叫中心發(fā) 展現(xiàn)狀 ................................................... 1 本文主要內(nèi)容 ....................................................... 2 第 2 章 CTI 技術(shù) ........................................................... 2 CTI 技術(shù)概述 ....................................................... 2 CTI 技術(shù)功能及應(yīng)用 ................................................. 3 CTI 技術(shù)標(biāo)準(zhǔn)和協(xié)議 ................................................. 5 第 3 章 呼叫中心服務(wù)器的總體開發(fā) .......................................... 7 呼叫中心的設(shè)計(jì)方案 ................................................. 7 系統(tǒng)總體 設(shè)計(jì) ....................................................... 8 第 4 章 呼叫中心服務(wù)器的詳細(xì)設(shè)計(jì)與實(shí)現(xiàn) .................................... 9 呼叫中心服務(wù)器開發(fā)的軟硬件環(huán)境 ..................................... 9 系統(tǒng)通信協(xié)議 ...................................................... 10 呼叫中心服務(wù)器的模塊 .............................................. 10 呼叫中心服務(wù)器類的設(shè)計(jì) ............................................ 10 呼叫中心服務(wù)器的業(yè)務(wù)處理 .......................................... 11 結(jié)論 ..................................................................... 12 參考文獻(xiàn) ................................................................. 13 附錄 ..................................................................... 14 現(xiàn)代交換技術(shù)課 程設(shè)計(jì) 1 第 1 章 緒論 研究背景和現(xiàn)實(shí)意義 隨著內(nèi)河航運(yùn)業(yè)的穩(wěn)步發(fā)展，地方海事部門需要頻繁應(yīng)對(duì)越來越多的船舶調(diào)度指揮以及接警等任務(wù)，在傳統(tǒng)的監(jiān)控系統(tǒng)中，依靠操作員人工判斷處理繁雜信息，效率低下。尤其是電話業(yè)務(wù)，自動(dòng)化程度很低。因此，要求整個(gè)監(jiān)控系統(tǒng)