The structure and composition of a typical hospital call center system The physical composition of a typical hospital call center system consists of: ACD exchanges, CTI servers, IVR/FAX servers, business representative seats, shift supervisor seats, quality control seats, call handling monitoring workstation, business handling workstation, system handling workstation, network handling workstation, telephone recording and message system, database usage, server, Web server, E-mail server, business gateway, communication interface gateway, network system, etc. Server, Web server, E-mail server, business gateway, communication interface gateway, network system and so on. The functions of each sub-system are as follows: (1) ACD exchange machine is composed of program-controlled exchange machine and queuing software (ACD, active call distribution), which provides network access function and active call distribution through flexible word processing method. (2) CTI server The CTI server is the middle of the whole CallCenter. It combines the telephone exchange system and computer system organically through CTILink, and accomplishes the functions of potassium energy incoming call disposal, screen pop-up, voice and data harmonious transportation, active outgoing call and soft phone. Specialized software on the one hand can shield the complexity of the low-level CSTA protocol supplied by the exchange machine. On the other hand, it also supplies CTCAPI, TAPI and other industry standard programming interfaces for client use, and also supplies ActiveX active call control controls to simplify client CTI programming. (3) IVR/IFR server Interactive Voice Response IVR system is an important part of the call center, the practice is an "active service representative", through the IVR system. Users are able to use the audio key phone or voice to enter the message. From the system to obtain pre-recorded digital or composition of voice messages. It is preferred to use an analog voice fax card or a digital voice fax card, which is connected to the extension board of the exchange via an analog or digital subscriber line. Completion of voice guide dirty, active service inquiries, acceptance, active fax, as well as for the seat to provide voice and fax function call interface and other functions, through the CTI server, can be completed sensitively active and manual transfer. (4) Database server Database server is the information data center of the call center. It is used to store various equipment calculation data, call record data, operator personnel information, customer information and transaction acceptance information of the call center. Transaction query information and so on. The data source of the call center contains its own transaction system in the history and at the time of the data content, some data can be copied from the transaction database to the call center database at regular intervals, or through the use of the gateway to retrieve from the transaction system database on-line. (5) Service representative seat The seat phone adopts Siemens special digital phone or imitation phone box, equipped with headset adapter: the seat computer adopts PC to run artificial seat service software with CTI function. The representative seat mainly provides customers with various business functions such as business inquiry, business inquiry, business acceptance, complaint, proposition acceptance, customer return visit, telephone promotion and so on. Together with . The seat computer itself has a telephone answer, hang up, carry, outgoing, conference and other soft phone functions, greatly improving the efficiency of the work of the representative of the business. (6) shift manager/quality control seat shift manager seat in addition to all the functions of the usual operator seat, but also has to monitor the seat/employee's current situation, respond to the operator's service request, order an employee to quit, etc., can monitor the operator's desktop status at the time, check the number of service seats, the number of idle, closed number of relevant data. The quality inspection seat is mainly through the online recording materials and call service acceptance calculation information, the work of the service representatives to supervise and check, in order to facilitate the effective retention of excellent talents and the service representatives of the existing problems in the training, and improve the service quality of the customer service center. For small call centers, the shift manager seat and the quality control seat can be held by the same person. (7) telephone recording and monitoring Through the telephone recording and monitoring system, all incoming calls are recorded, and then reach the quality supervision and prevention of boycotts function, the well can be recorded through the recording system so that the excellent service representatives of the recordings of the example into an example of learning model. Together. Through the recording system, you can also listen to the calls of service representatives in real time. (8) Calculation and analysis Calculation and analysis of various service data and call data to provide a basis for decision-making for service development and call center management. Calculation analysis subsystem provides all the report data and a variety of data display methods (pie charts, histograms, graphs, reports, etc.). It will give the user the benefit of the value of the girl. (7) system maintenance for system equipment and correction, customized system planning, control, reduce system functions, complete seat handling, transaction handling, authority handling and other functions, and can be retrieved for reading the system diary. Completing the random compensation, correction and updating of system data, and completing the preparation of system data. Perform voice correction and correction of transaction process, and delete or backup the recording data. (10) Use the gateway Through the use of the gateway, complete the system integration with other business systems. Combine and optimize the transaction process from the beginning to form a closed-loop transaction process, and then provide more comprehensive and convenient customer service. (11) network system by the network exchange, routers, firewalls, seat terminals, various types of servers, cabling systems and other equipment integrated to form a high-speed, safe, reliable intranet.