基于三层结构的分散式呼叫中心系统

呼叫中心又称为客户服务中心，它是CTI技术的一种典型应用。文中通过对传统的集中式呼叫中心系统体系结构的优缺点进行分析，提出了一种新型的基于三层结构的分散式体系结构模型，在这种模型中，呼叫中心系统划分为CTI平台、应用接口、业务子集三个独立层次。这种结构模型的特点是平台独立、业务分离，平台通用性强，业务模块可单独开发、动态加载并运行于平台之上，使挂接业务更加平滑、业务扩展也更加方便。

Architecture of dispersive call center system based on three-layers

Call Center is also called Customer Service Center, and it's a typical application of CTI (Computer telephony Integration) technology. In this paper, the advantage and disadvantage of conventional centralized call center system were analyzed, and then new software architecture of Call Center system, including the CTI platform, the Interface of application and the gather of operations was presented. The advantage of the architecture was that the platform was independent of the operations, and the operations can be developed and loaded onto the platform dynamically and smoothly.