Research And Development Of Small And Medium-sized Call Center And Voice Logger System

Callcenter is a customer service system that helps enterprises to improve the service quality. To use telephone as the main communication means, Callcenter can distribute information and deal with operation rapidly and correctly. As an important part of Callcenter, Recording system has also been widely applied recently.According to the characteristic of mini Callenter, this dissertation points out the efficiencies of Callcenters based on computer card in domestic and brings forward an amendatory scheme. Furthermore, this paper discusses the solution of ACD (automatic call distribution) and expatiate the process of realization applying technologies such as multiple thread, computer network communication, audio compression, database. The issues as follows is emphasized: how to make the calls into queue and afterwards distribute them intelligently, how to record multiple lines independently, how to monitor the call and play back record by more than one approach, how to compress wave files effectively.With friendly interface and steady performance, this system realizes the primary functions of Callcenter recording system, and possesses the practical engineering application value.