| 基于CTI呼叫中心的ACD算法研究 |
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| 引用本文： | 陈理想,周井泉.基于CTI呼叫中心的ACD算法研究[J].数字社区&智能家居,2008,3(11):846-847. |
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| 作者姓名： | 陈理想 周井泉 |
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| 作者单位： | 南京邮电大学光电工程学院,江苏南京210003 |
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| 摘 要： | 通过阐述了基于CTI（计算机电话集成）技术呼叫中心的经典ACD（自动呼叫分配）排队Erlang—C模型，并分析了其实际应用中的缺陷，在此基础上提出了两种改进ACD算法：线性加权优先级排队算法、预测等待时间算法，这两种算法具有很大的灵活性，实用性及智能性!
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| 关 键 词： | CTI ACD Erlang—C模型 自动呼叫分配 |
The Research of ACD Arithmetic of Call Center Based on CTI |
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| CHEN Li-xiang,ZHOU Jing-quan.The Research of ACD Arithmetic of Call Center Based on CTI[J].Digital Community & Smart Home,2008,3(11):846-847. |
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| Authors: | CHEN Li-xiang ZHOU Jing-quan |
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| Affiliation: | (Optical ＆ Electronic Engineering College, Nanjing University of Posts ＆ Telecommunications, Nanjing 210003, China) |
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| Abstract: | By introducing classical ACD Erlang-C queue model of call center base on CTI, and analyze its limitation m reality, then put forward two kinds of advanced ACD arithmetic： linearity and priority queue arithmetic, forecast wait time arithmetic, this two kinds of arithmetic have great agility, practicality and aptitude. |
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| Keywords: | CTI ACD erlang-c model automatic call distribute |
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