高校呼叫中心系统设计

Design of school campus call-center system

呼叫中心 (Ca1 1Center)是基于计算机网与通信网集成技术的交互式信息综合服务系统 ,建设中可采用基于自动话务分配的高端方案 ,亦可采用基于微机网络语音卡的中、低端方案。本文在对高校呼叫中心的需求进行分析的基础上 ,介绍了高校中可能采用的两种呼叫中心方案 ,并给出了呼叫中心流程示例。通过理论分析、系统设计及运行实践证实 。

Call-center is an interactive integrated information service system based on computer-telephony integration. There are two ways to build call-center in school campus: the one is based on auto-calling distribution; the other, on computer network and voice-card. This paper compares the preliminary design of this system with different methods. The feasibility of the latter method is verified by theoretical analysis,system implementation,and running practice.