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本文介绍了基于 IP的呼叫中心的起源以及基本结构 ,分析了它的核心技术智能呼叫路由的产生、工作过程以及优点。并在这个基础上探讨了智能呼叫路由设计中的一些问题。
This paper introduces the origin and basic structure of IP-based call center, analyzes its core technology of intelligent call routing generation, working process and advantages. And on this basis, it discusses some problems in the design of intelligent call routing.