【正文】 d all kinds of static and dynamic information at the web site.* Email: The PBX does automatic allocation of EMail. On the basis of unified queuing，ACD system will transfer the EMail to the corresponding person according to some prearranged rules. It is possible to do some prearranged answers to certain degree in accordance with the title or content of the Email information. A tracking number is given to each EMail，and according to the number，we may continue to answer some previous questions. We may also do certain screening，so as to prevent disturbance from too much junk mail.* CALL BACK：When we give a request for call back on the Internet，the system will automatically allocate the position，call the user39。s phone, establish an ordinary call so as to start a talk；* Text CHAT：The customer service representative may offer help to network users who have not installed the soundcard. If the user buys the consultation at the Shangwutong service, he may talk with the customer service representative39。s text.* webpage synchronization: namely, escorted browsing, the contents of the webpage browsed by the user are synchronized with those of the customer service representative, or the contents of the webpage of the customer service representative are synchronized with those of the user. When synchronized, both parties will see the same contents on their webpages.* VoIP：When the user clicks talk at the web site，he may talk with the customer service representative through the voice talk function on the Internet. ICM ServerIt is a specialized facility of the Internet Call Center. When the system receives the user request from the Web or the Email call, the equipment will support the Web server in its sending of the corresponding page and information, so as to facilitate the user to give further information and request。 meanwhile，through the inner management mechanism of ICC，it will do queuing for such requests, to achieve the WEB CENTER function. DB ServerIt is the information center of the system. Both the service application of the user and the operation management of the Call Center will often visit this equipment.CCID Call Center adopts IBM NETFINITY server. At the earlier period of the service, we use one database Central processing unit plus a magnet tape mechanism, and the data in the database can be backed up onto the tape regularly。 in the later period when the volume of business in the customer service system has bee great, we will use two database central processing units plus a disk tank, and the two database central processing units will back up each other so as to insure that the system will not stop because of machine fault. The system adopts the openend ODBC interface，supporting the MS SQL Server database system. Control and Monitor ConsoleIt is used to carry out timely listening and monitoring for the customer service representative, do management and supervision (such as the statistics of the traffic load, calling the personnel on guard for the position setting, monitoring and recording of quality inspection, etc.), and it may do calculation of the call quantity so as to facilitate the voice service system to carry out quality control of the whole process. Digital Voice Recording EquipmentIt is possible to carry out effective quality control and supervision over the customer service using the voice recording equipment. The system provides the record listening function，and through it the supervisor of the customer service center may get realtime knowledge of the quality of service of the service crew. In case of a dispute with the customer on the service，we may find ground of judgment from the voice files recorded.CCID Call Center adopts the voice recording equipment produced by the first rate manufacturer in digital recording field, NICE, which can support as many as 180 recording channels. It supports listening, recording and inquiring throughout the process or selectively, from three positions, namely, from the relay line, from the service line and from the outlet of the exchanger. It conforms with the international standard，and is advanced in the industry with its great density, long storage（online and offline） and powerful inquiry function. Wainscot DisplayIt is designed to display the work condition of the call center, letting the supervisor know very clearly the condition of the whole call center，also enabling the position operators to adjust their status according to the condition at any time. The large screen may display the queuing condition of ACD, the working state of the position operators, and so on.In addition to the abovementioned fundamental functions，as the CTI middleware uses the advanced QCTI platform，the system may have the following major functions as well： Alarm ServiceThe alarm server may receive requests from any customer application or the alarm of the server, and sound an alarm for some state. The warning message usually contains such parameters as the priority and the describing text, etc. The warning message is fed to the registered object，so as to notify the system administrator or start up the automatic processing. The warning message may be transmitted in the wide area network. Flexible System InterfaceThe system contains the interactive procedure with the exchanger or the PBX. By activating some way, the CTI server and the customer environment may request a telephone service (call switchover or routing，call hanging up, etc.).The customer and the server may also customtailor the setup, to be able to receive events related to the phone (for example，on line 1200, there is a call).CTI server has recorded all the telephone states it monitors. The call may be transferred throughout the network.The IVR connector incorporates the responseunit into the telemunication, letting a few CTI codes kept in the responseunit provide the munication connection to the IVR connector. Such connection