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The Design of Communication Dispatch Software Based on TSAPI

Author: LiangFuCai
Tutor: XiongHui
School: National University of Defense Science and Technology
Course: Information and Communication Engineering
Keywords: CTI CallCentre Dispatch Software TSAPI
CLC: TP311.52
Type: Master's thesis
Year: 2007
Downloads: 93
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Abstract


In recent years,CTI technology is widely implemented in Emergrncy Communication Dispatching System.With the combination of Communication and Information system,the efficiency of communication dispatch maybe greatly improved by CTI technologies.tn this paper,the CTI standard and its trend of development is briefly introduced and analyzed.With the pratical background of city fire control information system,the functional demands and software design mode is analyed for Commnucation Dispatch Software System(CDSS),A Avaya Definity PBX and TSAPI Protocol based CDSS is designed and taken into pratice.In this CDSS Software,automatic call distribution and the acquisition of information by using TSAPI protocol is realized.As a result,a serials of calling control functions are also realized including making call,hanging up extension,answering call,making conference and so on.Multithreading technology is adopted to resolve the conflict of sharing resource.Many Special call control functions are taken into accout in this CDSS,such as query for incoming call queue,false alarm call processing,repitive call processing.Two Schemes is adopted to improve the reliability of CDSS.The first scheme is that an agent mode recovery menchanism is implement to avoid the situation of imcoming-call blocking.The second scheme is that A hot dual CTI card automatic alternation menchanism is introduced to overcome the malfunction of hardware system.The CDSS meet the practical requirement of communication dispatching perfectly.The system can be used for reference in constructing of a modern call center in other relational field.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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