Park Chan Il, Moon Seung-Jin, Journal of Internet Computing and Services, Vol. 6, No. 3, pp. 71-84, Jun. 2005
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Keywords: CTI, SOHO, Call Flow, In/Outbound

Abstract

Recently, the expert call center solution has become the center of interest, since finance and tele-marketing system, which is focused on a communication industry, have been increasing, Specially, the call center market is growing up with a supporting Caller-ID for a cellular phone in Korea, In the present, although large size companies are developing expensive solutions and instruments to service only for the big companies, there little solutions for SOHO markets, Therefore, in this paper we have shown a design and an implementation of a CTI system which is capable of in/outbound call processing by using CTI, and providing stable services by linking the customer's DB. And these functionalities have become possible by integrating functions of PBX and the computer control of the PBX. First, we have constructed call flows and analyzed packets for the standard communication through the PBX in call. Then, we have designed and implemented a middleware which linked a call between a client and a customer. Finally, we have constructed a database module for applying the CRM technology to the management of customer's contents.

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