摘要： 提出了基于CTI技术的呼叫中心的分层设计思想，设计出基于语音卡和CTI技术的一个通用呼叫中心系统程序架构，适用于在各行业建立中等规模的呼叫中心。另外，从排队论的角度出发，对Erlang-C模型作了分析和改进，为设计呼叫中心提供了更好的理论基础。

关键词: 呼叫中心, CTI, 语音卡, 排队模型, 分层设计

Abstract: This paper proposes the multiple-layer design idea for the call center system based on CTI technology, and designs a universal programming architecture for call center based on voice card and CTI. It can be applied in moderate scale call center for most industry and business. Moreover, from the angle of queueing theory, this paper analyzes and improves Erlang-C model, so as to provide a better basis for call center theory.

Key words: Call center, CTI, Voice card, Queueing model, Multiple-layer design