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以CTI技术为基础的呼叫中心,为广大用户提供了统一的信息服务窗口。其中,语音服务功能是CTI技术的重要组成部分。文章根据呼叫中心语音服务的业务需求,探讨了在多台席局域网环境下协同处理语音数据和业务数据的方法,并用参数化的设计方法实现了语音业务流程的动态控制,最后给出了实例。
CTI technology-based call center for the majority of users with a unified information service window. Among them, the voice service function is an important part of CTI technology. Based on the business requirements of call center voice service, this paper discusses the method of co-processing voice data and service data in multiple LAN environments and realizes the dynamic control of voice business process with the parameterized design method. Finally, an example is given.