摘要： 基于分层设计的思想，设计了一种通用程序架构，可通过灵活配置来构建中小规模的呼叫中心，有效缩短了呼叫中心的建设周期，提高了软件的开发效率，为中小型呼叫中心的建设提供了一个参考模型，分析实现了流程控制动态配置技术方案，通过实践证明了基于语音卡的呼叫中心通用架构设计思想的正确性和可行性。
关键词:
呼叫中心,
计算机电信集成,
文语转换,
分层设计,
流程控制
Abstract: Based on the idea of multiple-layer design, this paper designs a universal programming frame, which can build a middle or small-scale call center with flexible configuration. The frame can shorten system development period and promote software efficiency, providing a reference model of experiences for establishing middle and small-sized call centers. It proceeds with analysis and implementation on technical plan of flow control’s dynamic configuration. Practice of the projects proves the correctness and feasibility of the universal frame of the call center based on voice card.
Key words:
call center,
computer telecommunication integration(CTI),
text-to-speech(TTS),
multiple-layer design,
flow control
中图分类号:
来洪孝;崔颖安;崔杜武. 基于语音卡的呼叫中心通用架构[J]. 计算机工程, 2007, 33(22): 283-285.
LAI Hong-xiao; CUI Ying-an; CUI Du-wu. Universal Frame of Call Center Based on Voice Card[J]. Computer Engineering, 2007, 33(22): 283-285.