CTI技术与政府OA系统结合的研究与实现

The Research and Implementation of CTI on Government OA System Based

当前基于CTI(computer Telephony Integration计算机电话集成技术)的呼叫中心正在广泛应用于各个行业,如何将基于CTI技术的呼叫中心与政府处理日常工作的OA系统相结合,提高政府部门的效率成为当前CTI技术在应用层面上的一个发展方向。本文通过对迁安市96116便民服务热线的设计与实现对CTI技术与政府OA系统的结合方面做出了有益的尝试。

Currently based on CTI technology call centers are widely used in many areas. How to apply the CTI technology in government OA system to improve the efficiency becomes a research direction in terms of CTI technology application recently. In this paper, CTI technology integrated with government OA system is discussed via the project of Qianan ＂96116＂ hotline.