Call Center System Dutcc Design And Implementation,

Call center is a complicated information system, which integrates CTI (Computer Telephony Integration) techniques, Program Controlled Switch technologies, and Network technologies. It comes into being while market competition is becoming more drastic and information technologies are developing rapidly. Being an information platform of modern service, the call center takes full use of existing communication technologies and IT technologies. It is being paid more and more attention.First of all, some technical theories about call center are discussed in this paper. Then definition, development, type, function, structure and core techniques, domestic and international research status quo of call center are summarized. Further more, an analysis and comparison of merits and demerits of two call center solutions based on traditional ACD switch and PC server is made.Design and implementation of a call center system, DUTCC is discussed and the finite state automata is adopted to model complicated call process of the DUTCC system as a general method to analyze all call processes in the system. Design of the whole DUTCC system and its sub-systems, implementation of the sub-systems, test of the whole system and integration of all sub-systems in the DUTCC system are introduced in detail as an emphasis.Finally, the famous queuing theory in the Operations Research subject is used to construct call distribution model of the call center system. After the characteristics of the queuing theory is illustrated generally, a queuing model applicable to the DUTCC system is issued to determine reasonable number of man agents and number of out-trunks in order to decrease total running cost of the system with precondition of ensuring service quality after applying it to construction of the system successfully.