摘要
本文主要是对呼叫中心CTI在政务公开应用中的研究和开发。该设计是以福建海事局的业务处理为基础,采用基于Telelink CTI link平台开发的呼叫中心,以VB为开发工具,选择Sybase为数据库,实现海事局有关法律、法规及相关政策的语音查询、违法违规投诉与举报等业务功能。系统以局内网络为运行背景,以客户端/服务器的方式工作,覆盖了福建海事局的各个处室,并对各处室设置相应的使用权限。作为一个具体的应用开发,该系统已在福建海事局正式运行,取得了良好的运行效果,并树立了良好的政府形象。
This paper is mainly on the research and development of the application of call center in open government affairs. The design is based on the business processing of Fujian Maritime administrator (MSA), framed on a call center based on Telelink CTI link platform, developed with VB, using Sybase database. The design enables such business functionality as vocal query of laws, rules and polices relevant with marine affairs and complaining and reporting of irregularities and breach of law. The system runs in the background of the internal network of the bureau with a client/server mode, covering every department and office of Fujian MSA with appropriate privilege setting assigned to each department and office. As a specific application development, the system is formally running in Fujian MSA with perfect fitness which sets a wonderful image for the government.
引文
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