Abstract: The CTI (computer telecommunication integration) middleware, important software of synergic CRM system, needs to manage different communication channels, such as telephone, E-mail and Web request. CTI also needs to route the request to correct agent, based on information of request, technic skill and work state of agent. This article describes a synergic CRM system by Uni-Queue CTI which supports multimedia router, and discusses inside media server module of the CTI software.

Key words: Synergic CRM, Computer telecommunication integration (CTI), Multimedia, Telecommunication

摘要： 现代多媒体交互中心(即协作型CRM系统)的主要设备是CTI中间件，需要实现对电话渠道、E-mail渠道、Web互动渠道的统一管理，并能够根据用户信息和座席技能、工作状态等多种因素，将呼叫进行统一分配和路由，由最适合的座席进行应答和处理。该文论述了一个支持多媒体统一排队的CTI中间件的设计，对软件总体结构进行了设计，并对该软件中实现多媒体统一接入的媒体服务器模块进行了探讨。

关键词: 协作型CRM, 计算机电信集成中间件, 多媒体, 通信

CLC Number: 

• TP393