【正文】 the modernized prehensive call center designed and integrated by CCID Call Center, CCID Call Center was formally opened. CCID Call Center has fully inherited and utilized the available resources and petitive edge of CCID, to provide omnibearing Call Center service for enterprises, by means of the technical support of its own center.The advantages of CCID Call Center are shown mainly in the following aspects：1. advanced multimedia platform2. perfect operation management3. prehensive and flexible product line4. powerful technical capability5. omnibearing resource integration6. excellent copartners in the industryNow we shall introduce the advantages one by one. Advanced Multimedia PlatformCCID Call Center is a powerful multimedia interactive center. As an external operation platform of the Call Center, the call center system is designed as a loosely coupled support platform and service platform, thus, it can let CCID Call Center connect to the business system or the CRM system of the enterprise smoothly, and the enterprise can also make good use of the powerful platform of CCID Call Center to interact with the customers in its customer service and marketing. The chart is a diagram of the connection between CCID Call Center and the CRM system of the enterprise：CCID Call Center has integrated many new techniques together, such as the Web, the netphone, the network multimedia, etc. In this project, it can use many means such as the telephone, the fax, the Internet, the EMail, the multimedia, etc. to serve the users of Motorola, and meet their all kinds of needs. It has the following major characteristics： Integrity of the SystemCCID Call Center is an advanced and practical call center: it has integrated different kinds of advanced functions，and is constantly improving and optimizing it service in its long operation process. Its ponents are explained one by one as follows： PBXPBX system realizes the automatic call distribution (ACD), functioning as the gateway of the Call Center. It is able to do unified queuing for the customer switchon of telephone, VOIP, EMAIL, fax, etc. according to the algorithm set by the system, for example, letting major customers or honored guests have priority in their telephone service. When necessary, it may do queuing for calls according to technique groups. When all the positions are busy，it may tell the user to wait by way of the language or music prompt.It supports upgrading in problem processing (simultaneous transmission of voice data)：able to upgrade the processing from the agent to the monitor, and from the monitor to the expert. It can address the problem by way of the threeway conference, too. The IP voice gateway realizes the realtime conversion of voice/ data packet. The chief task of this set of equipment is to receive the IP calling from the Internet, which is done through the VOIP gateway in the frame of the PBX.The PBX of CCID Call Center adopts the M1 exchanger of Nortel. Its major advantages are the great system capacity，stable performance，and good extensibility. As the customer service telephone of the Call Center matches the office telephone of the pany, the exchanger can also do mutual switchover between positions, between the position and the office telephone, and between office telephones, in addition to automatic call distribution. At the same time, the system has integrated many kinds of service numbers, the office phone and the fax into one system, able to function in different ways and appear in different statuses through automatic identification of the called.Unit Type：Nortel M1：Exchanger of CCID Call Center.AVAYA G3：Equipment of laboratory developmentSIEMENS330：The PBX equipment of CCID Building，meanwhile, also as the spare exchanger of CCID Call Center. CTI ServerCTI Server is a core device of the Call Center，and the function of it and its corresponding software is chiefly to realize the integrated service of the puter and the telephone. As voice and data e from different network systems, thus, when it is necessary to integrate the user39。s PBX/ system may route all the calls, may work together with the Expert Agent Selection (EAS)of the Lucent on the ACD , or achieve the function of data and screen display independently at the back stage. Such interaction with ACD may be allocated or modified through the call classification function executed by the customer. The proper call routing greatly reduces call switchover, is more satisfactory to the customer，and has achieved the goal of onetime solution.Integrated accounting：As QCTI may capture and merge specific data and events ing from the audio response unit, the ACD, the network, the agent desktop and the application, it will be possible to achieve the function to generate an integrated account from different kinds of independent systems. IVR ServerThis equipment and its corresponding software are mainly used for interactive voice response service with the telephone subscriber. IVR may acplish all kinds of automated tasks, using the information in the database to interact with the customer. The automatic voice consultancy service and the automatic fax sending and receiving service will also be acplished by this equipment.The IVR system software of CCID Call Center is based on the CallWay IVR developed by CallWay, and the hardware is the Dialogic voice card inserted in the controlling table that is world famous, highly stable and reliable. When more IVR resource is needed in the later period, we may add more inserting cards or use the connecting card to interlink many IVR devices, forming a distributed system working like one set of equipment.This system can achieve the following functions：* the role of the automatic operator: the user may press the key to input information, and the system will reply with the prerecorded or synthesized voice.* the function of the message box: when all the positions are busy，the sy