CTI呼叫中心系統的設計與實現

電氣自動化論文編號:ZD965    論文字數:14208,頁數:36

目 錄
摘要……………………………………………………………………………. . .…………..I
1 前言………………………………………………………………………………………..1
2 總體方案設計……………………………………………………………………………. . .2
2.1  系統總體結構………………………………………………………………………2
2.2  CallServer層程序架構……………………………………………………………. . .3
2.3  系統總體流程…………………………………………………………………. . …4
3  消息交換格式及協議…………………………………………………………………… 6
 3.1  輕量級數據交換格式JSON……………………………………………………….6
  3.1.1  簡介………………………………………………………………………….6
  3.1.2  主要數據結構……………………………………………………………….7
4  程序日志及容錯處理……………………………………………………………………..9
 4.1  開源日志庫log4cplus………………………………………………………………9
 4.2  log4cplus配置………………………………………………………………………10
  4.2.1  終端打印日志配置………………………………………………. ………11
  4.2.2  程序日志文件配置………………………………………………. ………13
 4.3  系統容錯的處理………………………………………………………. ………….14
5  主要的數據結構及方法…………………………………………………. …. . …14
 5.1  通道類………………………………………………………………. ……………14
  5.1.1 基類………………………………………………………………. …………14
  5.1.2 外線客戶通道……………………………………………………. …………15
  5.1.3 內線坐席通道…………………………………………………. ……………16
 5.2  Socket類………………………………………………………………. …………16
5.3  消息類…………………………………………………………………. …………17
 5.3.1 基類…………………………………………………………………………17
 5.3.2 通道消息類……………………………………………………………………18
 5.3.3 系統消息類……………………………………………………………………18
 5.4  主要數據結構及方法…………………………………………………. ……18
6  多線程數據同步………………………………………………………………………20
 6.1  Windows內核對象…………………………………………………………………20
 6.2  多線程同步機制……………………………………………………………………21
  6.2.1 內核對象機制…………………………………………………………………21
  6.2.2 內核對象函數…………………………………………………………………21
7  系統調試………………………………………………………………………………….23
 7.1 消息傳輸及消息的解析與組裝………………………………………………………23
 7.2 外呼下發線程調試………………………………    ………………………24
 7.3 內外線匹配線程調試……………………………    …………………………24
 7.4系統改進方向…………………………………       ……………………24
8 總結……………………………………………………             …24
致謝………………………………………………………………………………………… 26
參考文獻…………………………………………………………………………………… 27
附錄A………………………………………………………………………………………… 28

摘  要
 隨著消費者主導的市場的形成，以及電話、傳真等通訊手段的普及，很多企業開始嘗試一種新型的市場手法，即通過使用電話、傳真、互聯網等通信、網絡技術以及相應的計算機技術組建呼叫中心外呼系統，來實現有計劃、有組織、高效率地擴大顧客群、提高顧客滿意度、維護顧客等市場行為的手法。事實證明，外呼平臺的確提供給企業一個最快速的通道去主動接觸目標客戶并與客戶保持良好的聯系，因為被越來越多的企業廣泛采用，以提高其自身的競爭力。而傳統呼叫中心規模投資大、成本高，一直讓許多中小心企業望而卻步。
 隨著經濟的不斷發展，國內涌現出越來越多的中小型企業。這些企業大多是市場競爭比較充分的行業，市場變化快，競爭激烈，對小規模、低成本、多功能的呼叫中心系統需求強烈。本文設計的CTI呼叫中心，具有IP技術的靈活性，便于擴展，且實現比較簡單，造價低，實施周期短等優點，適合如今多變的市場需求，具有普遍的現實意義。

關鍵詞：CTI、呼叫中心

Abstract
 With the formation of the consumer driven market, as well as telephone, fax, universal means of communication, many companies began to try a new market approach, which is by telephone, fax, Internet and other communication and network technology and the corresponding set of computer technology to call center outbound dialing system,aiming to achieve a planned, organized, efficient manner to expand customer base, improve customer satisfaction, maintain customer and other market conduct practices. And achieve some targets such as expands the customer group, enhances the satisfaction of customer and maintains the customer which efficiency. The fact that external calls platform of the enterprise does provide the most rapid channel to reach target customers and to keep contact with customers, because of which enterprises  widely use it to improve their own competitiveness.But it has been prohibitive for many companies for its large-scale and high cost .
 As the economy continues to develop, more and more small and medium enterprises have sprung up. Most of these companies ivolve in the market which is full of competition, and the circumstance of these kind of industry changes fast, enduring a intense competition,therefore it shows strong demand for call center system since they are small-scale, low cost, versatile . This design of the CTI call center with IP technology have series of advantages( flexibility, easy expansion, the simple way to realize, low cost and short implementation cycle), which is aim to the changing market demands and universal relevance.
Keywords：CTI、call center