Introduces the application of CTI technology in building with call center of CATV.

It introduces Asterisk platform in detail and realizes the electricity call center.

The design and realization of call center system;

Designing a call center used in hospital;

Performance analysis of call centers based on M/M/S/K+M queue in changeable service rate with server breakdowns;

Design and Implementation of the University Teaching Management Call-Center Based on CTI;

Design and Implementation of IPCCS Call-Center Application Server;

Design and Implementation of SIPCCS Call-Center Control Server;

Design and realization of middle-mini callcenter s recording system;

This paper describes the PC-to -PC IP -Phone system-Cool -Audio,which our institute developed and improved during last two years,and put emphasis on the improvement of the directory service,distributed CallCenter based on LDAP(Lightweight Directory Access Protocol),and on the improvement of original client.

This thesis combining the Shanghai Post 11185 Callcenter and the national unify standard, mark out and construct the Shanghai Post 11185 Callcenter Business Support Platform,which is based on the post system,computer system and Internet system.