CTI技术及交互式语音应答系统研究
摘要
计算机电话集成CTI (Computer Telephony Integration)技术是新兴的计算机与通信技术。通过使用最新的数字处理技术,CTI成为基于计算机技术、网络技术、通信技术的十分活跃的应用。呼叫中心CC(Call Center)是指以电话接入为主的呼叫响应中心。随着电信技术和计算机技术的迅猛发展, CTI技术已成为呼叫中心的核心内容。呼叫中心是集语音技术、计算机网络和数据库于一体的系统。
在查阅大量技术参考文献的基础上,本文首先对CTI技术进行了研究,分析了国内外CTI技术和呼叫中心的发展及应用状况,提出了课题研究内容。然后分析了CTI技术构成、配置、功能,研究了电话应用程序接口TAPI3.0(Telephony Application Programming Interface)特点、编程要点;交互式语音应答系统实现方法,分析归纳了系统的优劣及需要改进的地方。
本文结合科技馆CTI技术的应用选择计算机板卡的呼叫中心解决方案,设计了一个实用性的呼叫中心。设计过程中采用软件的方法提高对语音板卡二次开发,完成了个性化的交互式语音应答IVR (Interactive Voice Response)服务系统。同时对自动呼叫分配ACD (Automatic Call Distributing)的运算能力加强改善,综合了基于座席空闲时间和基于座席人员技能水平算法的优势,弥补了靠单一的算法服务缺乏灵活性的缺陷,提出了预测等待时间的算法设计。重点研究了呼叫控制过程中接入控制过程、呼叫转移控制过程、监控三方通话的控制过程,剖析了CTI服务器的硬件设计和语音卡编程,从而达到了高效、快速、节约的呼叫中心系统。
软件设计中采用目前应用广泛、界面和操作性极好的MICROSOFT的VB6.0设计。
本论文所设计的呼叫中心对于小型的呼叫中心具有通用性,通过简单的数据封装后可以应用于类似的行业。
CTI (Computer Telephony Integration)technology is a developing computer and communications technology. Through the latest digital treatment technology, CTI becomes very active based on computer technology, the network technology and the communication technology. The call center is a system that treats the phone calls from clients. With the rapid development of telecommunications and computer technology, CTI has become the core of the call center. The call center is the combination of voice technology, the computer network and the database in an integrated system.
On the basis of consulting a large number of references of technologies, this thesis has carried on research on CTI technology at first and analyzed the domestic CTI technology, development of the Call Center and its present situation, then proposed the research content of the subject. The thesis analyzes the characteristics of CTI, Telephony Application Programming Interface (TAPI3.0) and the realization means of Interactive Voice Response (IVR) system, summing up its advantages and disadvantages and improvements needed.
In the thesis the solution to Call Center based on the computer and board card has been used as CTI application at the Science and Technology Library, and a practicable Call Center is designed. The software has been adopted to improve the second empolder of voice board card, completing the design of the aptitude individual voice system. Meanwhile, the thesis ameliorates ACD operation ability, synthesizing the advantages of the algorithm on the basis of spare time and skills of attendants, overcoming the disadvantage because of only one standard that lacks of flexibility. The focus is also put on the arithmatic design of the waiting time predicted. The thesis has studied the call controlling process to turn on the controlling process, the call forwarding controlling process, the monitoring tripartite telephone conversation controlling process with emphasis, analyzed the CTI server
在查阅大量技术参考文献的基础上,本文首先对CTI技术进行了研究,分析了国内外CTI技术和呼叫中心的发展及应用状况,提出了课题研究内容。然后分析了CTI技术构成、配置、功能,研究了电话应用程序接口TAPI3.0(Telephony Application Programming Interface)特点、编程要点;交互式语音应答系统实现方法,分析归纳了系统的优劣及需要改进的地方。
本文结合科技馆CTI技术的应用选择计算机板卡的呼叫中心解决方案,设计了一个实用性的呼叫中心。设计过程中采用软件的方法提高对语音板卡二次开发,完成了个性化的交互式语音应答IVR (Interactive Voice Response)服务系统。同时对自动呼叫分配ACD (Automatic Call Distributing)的运算能力加强改善,综合了基于座席空闲时间和基于座席人员技能水平算法的优势,弥补了靠单一的算法服务缺乏灵活性的缺陷,提出了预测等待时间的算法设计。重点研究了呼叫控制过程中接入控制过程、呼叫转移控制过程、监控三方通话的控制过程,剖析了CTI服务器的硬件设计和语音卡编程,从而达到了高效、快速、节约的呼叫中心系统。
软件设计中采用目前应用广泛、界面和操作性极好的MICROSOFT的VB6.0设计。
本论文所设计的呼叫中心对于小型的呼叫中心具有通用性,通过简单的数据封装后可以应用于类似的行业。
CTI (Computer Telephony Integration)technology is a developing computer and communications technology. Through the latest digital treatment technology, CTI becomes very active based on computer technology, the network technology and the communication technology. The call center is a system that treats the phone calls from clients. With the rapid development of telecommunications and computer technology, CTI has become the core of the call center. The call center is the combination of voice technology, the computer network and the database in an integrated system.
On the basis of consulting a large number of references of technologies, this thesis has carried on research on CTI technology at first and analyzed the domestic CTI technology, development of the Call Center and its present situation, then proposed the research content of the subject. The thesis analyzes the characteristics of CTI, Telephony Application Programming Interface (TAPI3.0) and the realization means of Interactive Voice Response (IVR) system, summing up its advantages and disadvantages and improvements needed.
In the thesis the solution to Call Center based on the computer and board card has been used as CTI application at the Science and Technology Library, and a practicable Call Center is designed. The software has been adopted to improve the second empolder of voice board card, completing the design of the aptitude individual voice system. Meanwhile, the thesis ameliorates ACD operation ability, synthesizing the advantages of the algorithm on the basis of spare time and skills of attendants, overcoming the disadvantage because of only one standard that lacks of flexibility. The focus is also put on the arithmatic design of the waiting time predicted. The thesis has studied the call controlling process to turn on the controlling process, the call forwarding controlling process, the monitoring tripartite telephone conversation controlling process with emphasis, analyzed the CTI server
引文
1 Rob Walters 著.计算机电话集成技术.宋俊德,段云峰等译.第二版.人民邮电出版社,2001:45~65
2 王琦.呼叫中心技术及其发展.信息网络,2003:13~15
3 李爱振.CTI 技术与呼叫中心.电子工业出版社,2002:15~30
4 宋俊德.呼叫中心的过去、现在和未来.CTI 论坛,2002:1~3
5 刘超.新一代呼叫中心技术及其应用.电信建设,2003:26~28
6 敖旭光.CTI 技术与现代通信网络.CTI 论坛,2001:30~32
7 周军,邓建新,皇攀凌.CTI 与 CRM 集成应用系统的研究.济南大学学报(自然学科版),2003:8~10
8 严益强,李梅.呼叫中心的回眸与展望.广东电信技术,2002,22(8):1~5
9 ECMA-217.Services for Computer Supported Telecommunications Applications (CSTA) Phase II,1994:18~33
10 ECMA-218.Protocol for Computer Supported Telecommunications Applications (CSTA) Phase II,1994:31~43
11 ECMA-TR68.Services for Computer Supported Telecommunications Applications (CSTA) Phase II,1994:28~36
12 Gatens D.RAS Platforms Transition,Communication.2000,Vol.37,No.6:60~62
13 杨行竣,迟惠生.语音信号数字处理.电子工业出版社,1995:251~255
14 王炳锡.语音编码.西安电子科技大学出版社,2001,12:233~235
15 Yoav Medan, Eyal Yair,Dan Chazan.Super Resolution Pitch Determination of Speech Signals.IEEE Trans.Signal Processing,1991,39(1):40~48
16 王建.网络互联与系统集成.电子工业出版社,1997:45~47
17 Hunter P.Computer Telephony Integration:All Set to Take off.Network Week.2000,Vol.1,No.2:29~31
18 Regis Bates.最新语音和数据通信手册.机械工业出社,1998:30~35
19 沈晓.电话综合业务技术指南.机械工业出版社,1998:18~25
20 蔡莲红,黄德智,蔡锐.现代语音技术基础与应用.清华大学出版社,2003:45~51
21 谭保华,熊健明,刘幺和.湖北工业学院招生语音应答系统.湖北工学院学报,2003,(18):24~27
22 乔恩.安东,李农.呼叫中心数字化管理(Call Center Management).经济管理出版社,2001:23~27
23 Walters R.CTI in action.Chichester,1998:183~205
24 舒华英,濑平章等.IP电话技术及其应用.人民邮电出版社,1999:216~235
25 王琦.呼叫中心技术及其发展.中国数据通信,2004,6(1):50~53
26 张铁.呼叫中心改变客户模式.计算机世界,2001:56~63
27 奇渝.呼叫中心的构建与应用.电信交换,2003,(3):45~49
28 李蕾,张琳.CTI技术中的API标准:TAPI与TSAPI之比较.现代通信技术,2001:20~23
29 刘俊年,李红,李勇军.利用JTAPI技术实现基于Internet的CTI服务.四川大学学报(自然科学版),2003,(5):33~35
30 微软公司.用TAPI3.0建立呼叫中心.2000:40~46
31 罗万杰.CTI技术及典型应用.中国人民公安大学学报(自然科学版),2003,(3):15~20
32 王田,张伟.邮政智能多媒体客户服务中心方案研究.计算机应用研究,2002,8:11~14
33 陈军辉.通信知识基础—呼叫中心.CTI论坛,2002,10:6~9
34 Michael Bayer.CTISolutions and Systems.McGrawHill,1997:35~55
35 童良勇.基于不同技术的呼叫中心分类和应用分析.世界电信,2003:16~19
36 K.Astatani,“Standaraization on Multimedia Communications:Computer-Telephony-Integration-Related Issues”IEEE Commun.Mag,Vol.36,No.7,1998:36~45
37 王 晨,张毅瑾,宋俊德.发展呼叫中心的五项关键技术.现代电信科技,2000,6:31~37
38 Mann K.Terminal Convergence-the World of Computer Telephony Integration.Network ComputingVol.5,No8:30~32 34~35
39 吴安敏.CTI控制技术研究和应用实现.南京邮电学院硕士论文,2002:24~36 40~45
40 许娓.呼叫中心的核心技术及组成.电脑语信息技术,2001,6:21~25
41 Micheal Bayer著.计算机电话系统-CTI与呼叫中心.姜晓铭译.电子工业出版社,2002:75~79
42 高俊华,姚国祥.Java与VoiceXML结合建设基于WEB的CTI.中山大学学报(自然可学版),2002,(3):20~22
43 周敬利,余胜生.对媒体计算机技术及应用.电子工业出版社,2000:30~35
44 江天,史斌宁.基于CTI开发平台的电话银行系统.合肥工业大学学报,2000,(1):720~723
45 高晓冬.呼叫中心的发展及在电信领域的应用.铁道通信信号,2002,(9):15~18
46 David D.Bazer.电话综合业务技术指南.机械工业出版社,1998:8~17
47 东进技术公司.D160系列语音卡开发手册.2002:30~69
48 东进技术公司.E系列数字SS1、SS7信令语音卡开发手册.2002:5~23
49 蒋宗礼,姜守旭.形式语言与自动机理论.清华大学出版社,2003:47~58
50 鲍思.VB.NET 编程篇.清华大学出版社,2003:37~54
51 林卓然.VB 语言程序设计.电子工业出版社,2003:37~65
2 王琦.呼叫中心技术及其发展.信息网络,2003:13~15
3 李爱振.CTI 技术与呼叫中心.电子工业出版社,2002:15~30
4 宋俊德.呼叫中心的过去、现在和未来.CTI 论坛,2002:1~3
5 刘超.新一代呼叫中心技术及其应用.电信建设,2003:26~28
6 敖旭光.CTI 技术与现代通信网络.CTI 论坛,2001:30~32
7 周军,邓建新,皇攀凌.CTI 与 CRM 集成应用系统的研究.济南大学学报(自然学科版),2003:8~10
8 严益强,李梅.呼叫中心的回眸与展望.广东电信技术,2002,22(8):1~5
9 ECMA-217.Services for Computer Supported Telecommunications Applications (CSTA) Phase II,1994:18~33
10 ECMA-218.Protocol for Computer Supported Telecommunications Applications (CSTA) Phase II,1994:31~43
11 ECMA-TR68.Services for Computer Supported Telecommunications Applications (CSTA) Phase II,1994:28~36
12 Gatens D.RAS Platforms Transition,Communication.2000,Vol.37,No.6:60~62
13 杨行竣,迟惠生.语音信号数字处理.电子工业出版社,1995:251~255
14 王炳锡.语音编码.西安电子科技大学出版社,2001,12:233~235
15 Yoav Medan, Eyal Yair,Dan Chazan.Super Resolution Pitch Determination of Speech Signals.IEEE Trans.Signal Processing,1991,39(1):40~48
16 王建.网络互联与系统集成.电子工业出版社,1997:45~47
17 Hunter P.Computer Telephony Integration:All Set to Take off.Network Week.2000,Vol.1,No.2:29~31
18 Regis Bates.最新语音和数据通信手册.机械工业出社,1998:30~35
19 沈晓.电话综合业务技术指南.机械工业出版社,1998:18~25
20 蔡莲红,黄德智,蔡锐.现代语音技术基础与应用.清华大学出版社,2003:45~51
21 谭保华,熊健明,刘幺和.湖北工业学院招生语音应答系统.湖北工学院学报,2003,(18):24~27
22 乔恩.安东,李农.呼叫中心数字化管理(Call Center Management).经济管理出版社,2001:23~27
23 Walters R.CTI in action.Chichester,1998:183~205
24 舒华英,濑平章等.IP电话技术及其应用.人民邮电出版社,1999:216~235
25 王琦.呼叫中心技术及其发展.中国数据通信,2004,6(1):50~53
26 张铁.呼叫中心改变客户模式.计算机世界,2001:56~63
27 奇渝.呼叫中心的构建与应用.电信交换,2003,(3):45~49
28 李蕾,张琳.CTI技术中的API标准:TAPI与TSAPI之比较.现代通信技术,2001:20~23
29 刘俊年,李红,李勇军.利用JTAPI技术实现基于Internet的CTI服务.四川大学学报(自然科学版),2003,(5):33~35
30 微软公司.用TAPI3.0建立呼叫中心.2000:40~46
31 罗万杰.CTI技术及典型应用.中国人民公安大学学报(自然科学版),2003,(3):15~20
32 王田,张伟.邮政智能多媒体客户服务中心方案研究.计算机应用研究,2002,8:11~14
33 陈军辉.通信知识基础—呼叫中心.CTI论坛,2002,10:6~9
34 Michael Bayer.CTISolutions and Systems.McGrawHill,1997:35~55
35 童良勇.基于不同技术的呼叫中心分类和应用分析.世界电信,2003:16~19
36 K.Astatani,“Standaraization on Multimedia Communications:Computer-Telephony-Integration-Related Issues”IEEE Commun.Mag,Vol.36,No.7,1998:36~45
37 王 晨,张毅瑾,宋俊德.发展呼叫中心的五项关键技术.现代电信科技,2000,6:31~37
38 Mann K.Terminal Convergence-the World of Computer Telephony Integration.Network ComputingVol.5,No8:30~32 34~35
39 吴安敏.CTI控制技术研究和应用实现.南京邮电学院硕士论文,2002:24~36 40~45
40 许娓.呼叫中心的核心技术及组成.电脑语信息技术,2001,6:21~25
41 Micheal Bayer著.计算机电话系统-CTI与呼叫中心.姜晓铭译.电子工业出版社,2002:75~79
42 高俊华,姚国祥.Java与VoiceXML结合建设基于WEB的CTI.中山大学学报(自然可学版),2002,(3):20~22
43 周敬利,余胜生.对媒体计算机技术及应用.电子工业出版社,2000:30~35
44 江天,史斌宁.基于CTI开发平台的电话银行系统.合肥工业大学学报,2000,(1):720~723
45 高晓冬.呼叫中心的发展及在电信领域的应用.铁道通信信号,2002,(9):15~18
46 David D.Bazer.电话综合业务技术指南.机械工业出版社,1998:8~17
47 东进技术公司.D160系列语音卡开发手册.2002:30~69
48 东进技术公司.E系列数字SS1、SS7信令语音卡开发手册.2002:5~23
49 蒋宗礼,姜守旭.形式语言与自动机理论.清华大学出版社,2003:47~58
50 鲍思.VB.NET 编程篇.清华大学出版社,2003:37~54
51 林卓然.VB 语言程序设计.电子工业出版社,2003:37~65