Abstract: There are some shortcomings of the existing systems. For example, each unit of the system isn’t very concerted, etc. The paper puts forward a kind of Call Center system architecture on the basis of queue engine, handling and distributing work requests from different communications media in a logic way. It can overcome effectively some shortcomings of existing Call Center system. Therefore, it provides a new approach to improve existing Call Center system and develop excellent performance system

Key words: Call Center; Customer; Queue Engine

摘要： 提出了一种排队引擎的思想，对通过不同媒体接入的客户请求进行统一排队的Call Center 系统结构，该结构能够有效地解决目前Call Center 系统中的一些不足，为改善现有Call Center 系统的性能和开发性能更优的系统提供了一种新的方法。

关键词: 呼叫中心；客户；排队引擎