基于呼叫中心的调度软件设计
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摘要
随着通信网络数字化和计算机处理连续事件能力的迅速发展,近几年以来,通信技术和计算机技术的相互渗透的进程明显加快。呼叫中心是利用计算机网络和电话通信的集成技术(CTI)建立起来的综合信息服务系统,包括了呼叫处理、路由选择、自动语音应答、座席话务员管理等多种技术,可以根据用户的需求,提供不同功能的服务。
本文介绍了CTI的各项标准及其今后的发展趋势,通过对CTI应用开发过程中最常用的几个接口协议:TAPI、TSAPI和JTAPI的比较分析,结合某市消防指挥中心通信调度系统的建设,使用TSAPI协议作为计算机和交换机接口的标准,对系统的组成结构及软件设计模式进行了分析,设计了基于客户机/服务器模式的CTI系统方案,探讨了基于呼叫中心的通讯调度系统软件的设计和实现。
本方案根据项目的实际需求,通过使用TSAPI协议,设计并实现了通讯调度软件,实现了呼叫自动分配与信息获取,能够完成呼叫、应答、挂机、会议、转移、优先应答等一系列基本呼叫控制功能。对于协议应用开发过程中的技术难点,如应用程序和电话服务器之间的通信、TSAPI消息的安全接收、座席状态和话机状态一致性设置、主叫号码提取、应用功能实现等,提出了解决方法。同时使用多线程同步技术,较好的解决了资源共享冲突的问题,能比较好的满足实际应用对通信调度的要求,对于相关领域的现代呼叫中心的建设具有一定的指导和借鉴意义。论文提出的系统设计方案和应用开发过程中的技术要点可以供相关专业的人员参考。
With the rapid development of digital communication network and increasing capacity of computer processing continuous events, the proceeding of infiltration-speed of communication and computer technique is becoming faster and faster in recent years. Call center is an integrated information service system based on the CTI, including call-processing、route-selection、auto voice response、agent management and so on. It can provide services of various functions according to the requirements of consumers.
In this paper, the CTI standard and its trend of development is introduced and analyzed. There are some usually used interface protocols in CTI application development, such as TAPI, TSAPI, JTAPI. By comparing with each other, and with an example of constructing communication-dispatching system for Fire control, the paper consider that TSAPI protocol is used in program as the interface of computer and switch. This paper analyzes the system structure and software design model, and designs the CTI system schema with Client/Server mode. This paper also concentrates on the design and implementation ideas of the communication dispatching software based call center system.
According to practical requirement, this resolution designed and implemented communication dispatch software, and achieved automatic call distribution and the acquisition of information by using TSAPI protocol. A serials of calling control functions are realized including making call, hanging up, answering call, making conference, transformation, answer precedently and so on. Solution such as communication between client software and telephony server, safe receiving of TSAPI messages, synchronization setting between agent state and device state, abstraction of dialing number, realization of the application function, etc to the technical difficulty in protocol application development is then put forward. Multithreading technology is adopted to resolve the conflict of sharing resource. This scheme meets the practical requirement of communication dispatching perfectly. The system can be used for reference in constructing of a modern call center in other relational field. In this paper, the system design scheme and technical key points in application development can be supplied to relative persons as references.
本文介绍了CTI的各项标准及其今后的发展趋势,通过对CTI应用开发过程中最常用的几个接口协议:TAPI、TSAPI和JTAPI的比较分析,结合某市消防指挥中心通信调度系统的建设,使用TSAPI协议作为计算机和交换机接口的标准,对系统的组成结构及软件设计模式进行了分析,设计了基于客户机/服务器模式的CTI系统方案,探讨了基于呼叫中心的通讯调度系统软件的设计和实现。
本方案根据项目的实际需求,通过使用TSAPI协议,设计并实现了通讯调度软件,实现了呼叫自动分配与信息获取,能够完成呼叫、应答、挂机、会议、转移、优先应答等一系列基本呼叫控制功能。对于协议应用开发过程中的技术难点,如应用程序和电话服务器之间的通信、TSAPI消息的安全接收、座席状态和话机状态一致性设置、主叫号码提取、应用功能实现等,提出了解决方法。同时使用多线程同步技术,较好的解决了资源共享冲突的问题,能比较好的满足实际应用对通信调度的要求,对于相关领域的现代呼叫中心的建设具有一定的指导和借鉴意义。论文提出的系统设计方案和应用开发过程中的技术要点可以供相关专业的人员参考。
With the rapid development of digital communication network and increasing capacity of computer processing continuous events, the proceeding of infiltration-speed of communication and computer technique is becoming faster and faster in recent years. Call center is an integrated information service system based on the CTI, including call-processing、route-selection、auto voice response、agent management and so on. It can provide services of various functions according to the requirements of consumers.
In this paper, the CTI standard and its trend of development is introduced and analyzed. There are some usually used interface protocols in CTI application development, such as TAPI, TSAPI, JTAPI. By comparing with each other, and with an example of constructing communication-dispatching system for Fire control, the paper consider that TSAPI protocol is used in program as the interface of computer and switch. This paper analyzes the system structure and software design model, and designs the CTI system schema with Client/Server mode. This paper also concentrates on the design and implementation ideas of the communication dispatching software based call center system.
According to practical requirement, this resolution designed and implemented communication dispatch software, and achieved automatic call distribution and the acquisition of information by using TSAPI protocol. A serials of calling control functions are realized including making call, hanging up, answering call, making conference, transformation, answer precedently and so on. Solution such as communication between client software and telephony server, safe receiving of TSAPI messages, synchronization setting between agent state and device state, abstraction of dialing number, realization of the application function, etc to the technical difficulty in protocol application development is then put forward. Multithreading technology is adopted to resolve the conflict of sharing resource. This scheme meets the practical requirement of communication dispatching perfectly. The system can be used for reference in constructing of a modern call center in other relational field. In this paper, the system design scheme and technical key points in application development can be supplied to relative persons as references.
引文
[1]Telephony Services PBX Driver Interface Speification[S],Avaya,Inc,2002
[2]Telephony Services CSTA Services PBX Driver Interface Speification[S],Avaya,Inc,2002
[3]Standard ECMA-179:Services for Computer Supported Telecommunications Applications(CSTA)phaseI[S],June 1992
[4]Telephony Services Application programing Interface Programmer's referemce[S],Avaya,Inc,2002
[5]Standard ECMA-180:Protocol for Computer Supported Telecommunications Applications(CSTA)phaseI[S],June 1992
[6]Telephony Services Administration and Maintenance Guid[M],Avaya,Inc,2002
[7](美)Nathan,J.Muller著.IP融合-下一代电信革命[M].尹涛,苗兰波,贾艾丽译.北京:电子工业出版社,2002
[8]Rob Wallters.计算机电话集成技术[M].宋俊德,段云峰等译.北京:人民邮电出版社,2000
[9]吴安敏,彭海,杨国明.基于CTI的呼叫中心控制软件的实现[J].声学与电子工程,2001年第4期
[10]Telephony Services simluator user's Guid for DEFINITY Enterprise Communications Server[S],Avaya,Inc,2002.
[11]Ray Horak著.通讯系统与网络[M].杜大鹏,龚小平,管英强等译.北京:中国水利水电出版社,2003
[12]黄永峰编著.因特网语音通信技术及其应用[M].北京:人民邮电出版社,2002
[13]杨涛,郑晓霞,刘锦德.基于CSTA规范的CTI中间件的研究与实现[J].计算机应用,2001年10月第10期.
[14]关琳.110指挥中心建设与CTI技术[J].警察技术,2003年第3期
[15]李爱振,CTI技术与呼叫中心[M],电子工业出版社,2002年2月
[16](美)Davis Chapaman著.学用Visual C++6.0[M].骆长乐译.北京:清华大学出版社,1999
[17]刘庆红.跟我学Visual C++6.0程序开发宝典[M].北京:冶金工业出版社,1999
[18]Charles Wright著.Visual C++程序员实用大全[M].邓劲生等译.北京:中国水利水电出版社,2001
[19]Cameron Hughes,Tracey Hughes.周良忠译,C++面向对象多线程编程[M],人民邮电出版社,2003年4月
[20]钱能.C++程序设计教程[M].北京:清华大学出版社,1999
[21]戚英豪,何为民,黄佩伟.基于CSTA协议的CTI应用[J].通信技术,2003年第9期
[22]李晖,毛洪艳,曾文,刘书生.CTI技术在呼叫中心的应用[J].沈阳工业大学报,2003年第1期
[23]宋俊德.呼叫中心与IP技术的融合[J].通信世界,2000年第7期
[24]宋曙光,毛新军,谭庆平.传统呼叫中心与Internet呼叫中心的一体化[J].现代电信科技,2000年第6期
[25]http://www.yesky.com/20011009/200101.shtml
[26]宋俊德,我国CTI、呼叫中心和CRM技术的发展和应用[J],电信科学,2001年第10期
[27]徐昌华,CTI技术在HARRIS交换机中的应用[J],电信技术,2001年12期
[28]罗国民,CTI技术及其发展趋势[J],电信技术,2000年第7期
[29]叶飞、傅海阳,CTI技术及其在现代通信中的应用[J],电子工程师,Vol.27No.6 2001
[30]汪晓平、钟军等,网络通信协议分析与应用实现[M],人民邮电出版社,2003年2月
[31]周鸿喜等,CTI技术在调度电话自动呼测中的应用[J],电力系统通信,2002年第3期
[2]Telephony Services CSTA Services PBX Driver Interface Speification[S],Avaya,Inc,2002
[3]Standard ECMA-179:Services for Computer Supported Telecommunications Applications(CSTA)phaseI[S],June 1992
[4]Telephony Services Application programing Interface Programmer's referemce[S],Avaya,Inc,2002
[5]Standard ECMA-180:Protocol for Computer Supported Telecommunications Applications(CSTA)phaseI[S],June 1992
[6]Telephony Services Administration and Maintenance Guid[M],Avaya,Inc,2002
[7](美)Nathan,J.Muller著.IP融合-下一代电信革命[M].尹涛,苗兰波,贾艾丽译.北京:电子工业出版社,2002
[8]Rob Wallters.计算机电话集成技术[M].宋俊德,段云峰等译.北京:人民邮电出版社,2000
[9]吴安敏,彭海,杨国明.基于CTI的呼叫中心控制软件的实现[J].声学与电子工程,2001年第4期
[10]Telephony Services simluator user's Guid for DEFINITY Enterprise Communications Server[S],Avaya,Inc,2002.
[11]Ray Horak著.通讯系统与网络[M].杜大鹏,龚小平,管英强等译.北京:中国水利水电出版社,2003
[12]黄永峰编著.因特网语音通信技术及其应用[M].北京:人民邮电出版社,2002
[13]杨涛,郑晓霞,刘锦德.基于CSTA规范的CTI中间件的研究与实现[J].计算机应用,2001年10月第10期.
[14]关琳.110指挥中心建设与CTI技术[J].警察技术,2003年第3期
[15]李爱振,CTI技术与呼叫中心[M],电子工业出版社,2002年2月
[16](美)Davis Chapaman著.学用Visual C++6.0[M].骆长乐译.北京:清华大学出版社,1999
[17]刘庆红.跟我学Visual C++6.0程序开发宝典[M].北京:冶金工业出版社,1999
[18]Charles Wright著.Visual C++程序员实用大全[M].邓劲生等译.北京:中国水利水电出版社,2001
[19]Cameron Hughes,Tracey Hughes.周良忠译,C++面向对象多线程编程[M],人民邮电出版社,2003年4月
[20]钱能.C++程序设计教程[M].北京:清华大学出版社,1999
[21]戚英豪,何为民,黄佩伟.基于CSTA协议的CTI应用[J].通信技术,2003年第9期
[22]李晖,毛洪艳,曾文,刘书生.CTI技术在呼叫中心的应用[J].沈阳工业大学报,2003年第1期
[23]宋俊德.呼叫中心与IP技术的融合[J].通信世界,2000年第7期
[24]宋曙光,毛新军,谭庆平.传统呼叫中心与Internet呼叫中心的一体化[J].现代电信科技,2000年第6期
[25]http://www.yesky.com/20011009/200101.shtml
[26]宋俊德,我国CTI、呼叫中心和CRM技术的发展和应用[J],电信科学,2001年第10期
[27]徐昌华,CTI技术在HARRIS交换机中的应用[J],电信技术,2001年12期
[28]罗国民,CTI技术及其发展趋势[J],电信技术,2000年第7期
[29]叶飞、傅海阳,CTI技术及其在现代通信中的应用[J],电子工程师,Vol.27No.6 2001
[30]汪晓平、钟军等,网络通信协议分析与应用实现[M],人民邮电出版社,2003年2月
[31]周鸿喜等,CTI技术在调度电话自动呼测中的应用[J],电力系统通信,2002年第3期