The Design Of Dispatch Software Based On CTI

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.