典型话务模型的呼叫中心系统资源计算算法  

Calculation Method on Call Center System Resource Based on Typical Traffic Models

作　　者：冯星华[1] 李艳慧[2] 

机构地区：[1]中国联通上海分公司,上海200434 [2]宣化科技职业学院,河北张家口075100

出　　处：《邮电设计技术》2014年第6期76-79,共4页Designing Techniques of Posts and Telecommunications

摘　　要：呼叫中心系统在各行业中广泛的应用,虽然各企业呼叫中心建设类似,但由于相互之间较独立,导致呼叫中心设计时重复工作量太多。基于这一现状,提供了典型呼叫中心的话务模型,同时给出了呼叫中心各类资源计算方法,建设者们可以通过该方法来确定系统对各硬件的要求,从而实现快速硬件选型和快速组网。Cal center system is widely used in various professions. Although it is similar in various enterprises, cal center system is de-signed independently, with the result that the repetition of design is too much. Based on the above situation, the traffic model is provided. At the same time, the calculation methods on resources are provided. In this way builders can determine the hard-ware requirement of the system to select equipment type quickly and construct the network quickly.

关 键 词：呼叫中心 话务模型 计算方法 交互式语音应答 

分 类 号：TN915.05[电子电信—通信与信息系统]