基于CTI的交互式电话语音系统的设计与实现

Design and Implementation of Interactive Telephone Voice System Based on CTI

计算机电话集成技术(CTI)目前已经广泛应用于服务型行业,交互式电话语音系统是其中的典型应用。文章利用四端口语音板卡和计算机开发的交互式电话语音系统,探讨了基于CTI的交互式电话语音系统的设计思想,对系统的软硬件组成以及软件设计模块进行了分析,并对自动呼叫分配,交互式语音应答,语音文件合成以及数据库访问等相关技术的研究基础上,提出了中小型交互式电话语音系统的一种实际解决方案。该解决方案可以帮助企业把各种信息有机结合起来,协助企业的经营管理决策,提高企业的工作效率。

Computer Telephone Integration （CTI） has been widely applied in the service industries currently. Telephone Voice System is typical application of CTI. The computer and voice card which has 4 interfaces for example in this paper, the design idea for the interactive telephone voice system based on CTI has been concerned, its hardware and software structure and software design model on the whole been analyzed too after. A practical resolution for a medium -mini -sized interactive telephone voice system been presented on the base of research CTI, ACD, IVR, synthesis of audio files as well as related technologies such as database access. This resolution can help enterprise on collecting all kinds of information to justify its investment policy, besides, can improve the enterprise＇ s service quality.