臺灣博碩士論文加值系統

最近幾年來，隨著電腦電話整合技術(CTI ; Computer Telephony Integration)的架構漸趨成熟，相關軟硬體發展標準的確立，使得CTI系統的開發成本大幅降低，一些CTI相關的應用就如雨後春筍般的產生了，其中最熱門最常被討論到的就是電話服務中心(Call Center)，而利用CTI整合技術的優點來建置Call Center，不但降低了系統開發成本還可發展許多更新更完善的服務功能，此外透過高效率撥號技術的引入，還可以大量的改善Call Center內資源的使用效率，使整個Call Center系統擁有更好的運作效能。
本篇論文首先討論CTI技術的演進過程，解說CTI的基本概念與應用領域，然後探討Call Center如何利用CTI整合技術的優點來建置發展更新更完善的功能，接著說明如何利用CTI架構的SCSA(System Computing System Architecture)軟硬體標準來設計規劃需求的Call Center系統，然後針對同時具有外撥(Outbound)以及內撥(Inbound)功能的Blended Call Center，設計一個具有高效率的綜合撥號技術(Predictive Blending Dialing Scheme)，使得系統可以藉由電腦對系統內各種資源使用狀態的統計分析，來預測未來系統可能的狀況，動態的調整系統的運作行為，實現一個具有最高系統效能的綜合撥號系統(Blending Dialer System)。

In these years, with the development of CTI(Computer Telephony Integration), standards of relative hardware and software are established, and cost of developing CTI system is extremely reduced. At the same time, some CTI related applications are provided. Obviously, Call Center attracts lots of light. Using CTI technology to build Call Center not only reduces development cost but provides more useful functions. Moreover, efficient dialing scheme can improve utilization of Call Center.
In this thesis, we first introduce the track of CTI technology, and express it’s basic concept and applied fields. Secondly, we discuss how to use CTI technology to build a sophisticated Call Center. After that, we describe how to use SCSA(System Computing System Architecture) to design Call Center system. In addition, for a Call Center with Outbound and Inbound functions, we design a Predictive Blending Dialing Scheme, using statistic analysis of various system resources, to predict ongoing system status so that we can dynamically have appropriate response of this Blending Dialer System.

中文提要 I
英文提要 II
誌謝 III
目錄 IV
表目錄 VII
圖目錄 VIII
第一章 緒論 1
1.1 研究動機...............................................1
1.2 研究目的...............................................2
1.3 章節提要...............................................3
第二章 研究背景與相關技術 4
2.1 CTI技術的興起..........................................4
2.2 CTI架構的演進..........................................6
2.2.1 LAN Based Server Configuration系統架構............6
2.2.2 Integrated Server/Switch Configuration系統架構....7
2.2.3 Single Link To Client Configuration系統架構.......8
2.2.4 Internet Telephony系統架構........................9
2.3 CTI技術應用與Call Center簡介..........................10
2.3.1 Preview Dialing..................................11
2.3.2 Power Dialing....................................11
2.3.3 Predictive Dialing...............................11
2.3.4 Blending Dialing.................................12
2.4 Call Center的Blending Dialer System...................13
第三章 綜合撥號演算法的設計與分析 15
3.1 綜合撥號演算法的設計..................................15
3.1.1 電話處理流程的設計...............................15
3.1.2 等候Queue內掛線造成的系統損失....................17
3.1.3 系統分析間格.....................................17
3.1.4 Outbound電話與Agent的行為........................18
3.1.5 Inbound電話的行為................................20
3.1.6 節流控制向量.....................................21
3.2 系統評估與分析........................................25
3.2.1 Agent效率分析....................................25
3.2.2 系統Throughput分析...............................26
第四章 綜合撥號系統的實作方法 28
4.1 SCSA的系統架構........................................28
4.2 綜合撥號技術的實作方法................................32
4.2.1 Blending Dialer Algorithm模擬分析程式............32
4.2.2 值的最佳選取....................................36
4.2.3 節流向量表.......................................38
第五章 實驗結果與討論 41
5.1 綜合撥號技術的優點....................................41
5.1.1 綜合撥號系統與ACD Inbound Call Center之比較......41
5.1.2 綜合撥號技術與Predictive Dialing技術之比較.......43
5.2 影響系統效能的因素....................................46
5.2.1 值與α值的影響..................................46
5.2.2 外線線數的影響...................................50
5.3 系統效能的取捨........................................53
第六章 結論與未來發展方向 54
6.1 結論..................................................54
6.2 未來發展方向..........................................56
參考文獻 57
附錄 Blending Dialing Algorithm模擬分析程式 60
自述 73

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