CTI呼叫中心系统的设计与实现

文档编号:ZD965    文档字数:14208,页数:36

摘  要
 随着消费者主导的市场的形成，以及电话、传真等通讯手段的普及，很多企业开始尝试一种新型的市场手法，即通过使用电话、传真、互联网等通信、网络技术以及相应的计算机技术组建呼叫中心外呼系统，来实现有计划、有组织、高效率地扩大顾客群、提高顾客满意度、维护顾客等市场行为的手法。事实证明，外呼平台的确提供给企业一个最快速的通道去主动接触目标客户并与客户保持良好的联系，因为被越来越多的企业广泛采用，以提高其自身的竞争力。而传统呼叫中心规模投资大、成本高，一直让许多中小心企业望而却步。
 随着经济的不断发展，国内涌现出越来越多的中小型企业。这些企业大多是市场竞争比较充分的行业，市场变化快，竞争激烈，对小规模、低成本、多功能的呼叫中心系统需求强烈。本文设计的CTI呼叫中心，具有IP技术的灵活性，便于扩展，且实现比较简单，造价低，实施周期短等优点，适合如今多变的市场需求，具有普遍的现实意义。

关键词：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

目 录
摘要……………………………………………………………………………. . .…………..I
1 前言………………………………………………………………………………………..1
2 总体方案设计……………………………………………………………………………. . .2
2.1  系统总体结构………………………………………………………………………2
2.2  CallServer层程序架构……………………………………………………………. . .3
2.3  系统总体流程…………………………………………………………………. . …4
3  消息交换格式及协议…………………………………………………………………… 6
 3.1  轻量级数据交换格式JSON……………………………………………………….6
  3.1.1  简介………………………………………………………………………….6
  3.1.2  主要数据结构……………………………………………………………….7
4  程序日志及容错处理……………………………………………………………………..9
 4.1  开源日志库log4cplus………………………………………………………………9
 4.2  log4cplus配置………………………………………………………………………10
  4.2.1  终端打印日志配置………………………………………………. ………11
  4.2.2  程序日志文件配置………………………………………………. ………13
 4.3  系统容错的处理………………………………………………………. ………….14
5  主要的数据结构及方法…………………………………………………. …. . …14
 5.1  通道类………………………………………………………………. ……………14
  5.1.1 基类………………………………………………………………. …………14
  5.1.2 外线客户通道……………………………………………………. …………15
  5.1.3 内线坐席通道…………………………………………………. ……………16
 5.2  Socket类………………………………………………………………. …………16
5.3  消息类…………………………………………………………………. …………17
 5.3.1 基类…………………………………………………………………………17
 5.3.2 通道消息类……………………………………………………………………18
 5.3.3 系统消息类……………………………………………………………………18
 5.4  主要数据结构及方法…………………………………………………. ……18
6  多线程数据同步………………………………………………………………………20
 6.1  Windows内核对象…………………………………………………………………20
 6.2  多线程同步机制……………………………………………………………………21
  6.2.1 内核对象机制…………………………………………………………………21
  6.2.2 内核对象函数…………………………………………………………………21
7  系统调试………………………………………………………………………………….23
 7.1 消息传输及消息的解析与组装………………………………………………………23
 7.2 外呼下发线程调试………………………………    ………………………24
 7.3 内外线匹配线程调试……………………………    …………………………24
 7.4系统改进方向…………………………………       ……………………24
8 总结……………………………………………………             …24
致谢………………………………………………………………………………………… 26
参考文献…………………………………………………………………………………… 27
附录A………………………………………………………………………………………… 28

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