本文介绍了一种基于CTI开放平台的呼叫中心的典型结构和工作原理，阐述了现代呼叫中心的设计原则。结合有线电视台电话语音系统的工程实例，重点介绍了具有开放CTI平台接口的呼叫中心的设计原理、体系结构及基于事件驱动和状态转移的有限状态机（FSM）模型的软件实现。%This paper introduces the typical structure and principles of acalling center based on the open platform of Computer Telephone Integration (CTI). It also describes its design concepts. Then it illustrates the design ancl architecture of a calling center with an interface to the open platform of CTI by a project of a Cable Television Station. Finally, it explains the software implementation of an event-driven-and-state-transition-based Finite State Machine.
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