CTI (computer telephony integration) call center platform

Abstract

The invention discloses a CTI (computer telephony integration) call center platform. The CTI call center platform comprises a CTI database and a business database, wherein an output end of the CTI database and an output end of the business database are both connected with an input end of a CTI middleware module and an input end of an enterprise application module; the input end of the CTI middleware module and the input end of the enterprise application module are further connected with an output end of an OCX (object linking and embedding control extension) control module; the CTI middleware module comprises a CTI call control module, an IVR (interactive voice response) voice navigation module, an ACD (automatic call distribution) intelligent distribution module, an REC total recording module, an AGE (agent)seat service module, a PBX (private branch exchange) telephone exchange module, an SMS (short messaging service) notice module and a DB (database) data access module. According to the design concept of a common platform, a closed mode is broken through, an open type bottom platform is established, and more hardware products and more signaling access modes are better supported; meanwhile, IVR interactive establishment adopts a visual process strategy mode, accordingly, the usability and operability are higher, and the design is more flexible.

Description

technical field [0001] The invention particularly relates to a CTI call center platform. Background technique [0002] With the continuous development of modern communication technology, the establishment of call centers is becoming more and more popular in scale, but the standard requirements for the establishment of call centers are getting higher and higher, more hardware providers, and more signaling access methods , A more flexible Interactive Voice Response (IVR) design scheme has become a basic requirement for enterprises to build call centers. [0003] The current CTI call software generally needs to be customized and developed according to the fixed products of the specified manufacturers. Once the product model is changed or the hardware is replaced, the underlying interaction of the original system must be re-modified. At the same time, the current interactive voice response (IVR) setting process and intelligent distribution (ACD) setting are generally relatively...

AI Technical Summary

Problems solved by technology

[0003] The current CTI call software generally needs to be customized and developed according to the fixed products of the specified manufacturer. Once the product model is changed or the hardware is replaced, the underlying interaction of the original system must be re-modified

At the same time, the current interactive voice response (IVR) setting process and intelligent distribution (ACD) setting are generally relatively fixed. If users need to adjust the process, they can only modify the program again, and there is no background management

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