策略可扩展的ACD模块的设计与实现  

Design and Implementation of Strategy Scalable ACD Module

作　　者：金健[1] 王力[1] 杜军朝[1] 张力勇[1] 

机构地区：[1]西安电子科技大学软件工程研究所,陕西西安710071

出　　处：《计算机技术与发展》2008年第4期104-106,110,共4页Computer Technology and Development

摘　　要：ACD(自动呼叫分配)作为呼叫中心的组成部分,实现了坐席路由功能。传统的ACD均采用了固定路由策略的设计方式,使得用户在使用时不能自主添加新的策略。为了增加整个呼叫中心系统的可用性,基于动态链接技术以及程序模块化设计方法提出了一种有别于传统ACD的体系结构,并以此为基础实现了一套ACD系统"KACD"。通过系统仿真试验,证明了在该系统中,用户能够在不丧失系统性能的前提下自主设计并添加坐席路由策略。As a component of call center system, ACD（automatic call distribution） implements the function of route. The traditional ACD all adopt the design method of fixed route strategy and made user can＇ t add new route strategy while they are using. In order to increase availability of the call center system, based on the dynamic link technology and modular design programming, put forward an architecture which is different from the traditional ACD＇s, and takes this as foundation to implement an ACD system named ＂KACD”. The simulation demonstrated that in this system, user can design and add route strategy by themselves without losing system performance.

关 键 词：自动呼叫分配 呼叫中心 路由策略 用户设计 用户添加 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]