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Hc vin cng ngh bu chnh vin thng Khoa vin thng I

Ngi thc hin : Ngi hng dn :

Nguyn Ngc nh ThS Hong Trng Minh

 Trong hai thp k gn y cng ngh my tnh tch hp in thoi (CTI_Computer Telephony Integration) ni ln nhu mt xu hng cng ngh ch o CTI pht trin thnh cng nh kh nng tng thch cao, kh nng pht trin v kh nng truy cp cao CTI c s dng cho nhiu i tng vi nhiu mc ch khc nhau

Tnh hnh pht trin Th gii Trin khai trn nhiu lnh vc Cc ngn hng s dng CTI cho mc ch kinh doanh l rt ph bin Vit Nam Bt u trin khai trn mt s lnh vc H thng ngn hng bt u s dng CTI cung cp cc thng tin qung b (2005)

Vi mc ch Tm hiu cng ngh CTI v cch thc xy dng mt h thng CTI Phn tch mt h thng CTI ng dng cho ngn hng
L l do la chn ti cng ngh CTI v kh nng ng dng trong h thng Bank by Phone

Gii thiu chung v cng ngh CTI Cc c im cng ngh Phn tch h thng Bank by Phone M phng qu trnh chuyn khon ca khch hng trong h thng Bank by Phone

2 3

 CTI l k thut phi hp hot ng ca h thng my tnh v h thng in thoi. iu khin cuc gi

CTI
Truy nhp thng tin iu khin in thoi

 To ra cuc cch mng cho h thng in thoi n phc v tt hn cho cc mc ch s dng M ra cch truy nhp linh hot ti in thoi nh kh nng lp trnh ca my tnh. Cho php kt hp vi cc h thng kinh doanh v cc cng c lm vic cc nhn. To ra nhiu c hi hn cho cc t chc v c nhn tip xc vi nhu cu khch hng v i tc.

 Cc ng dng CTI xut pht t 3 k thut truy nhp c bn: + Truy nhp c bn + Truy nhp c s d liu + Truy nhp Agent ng dng cc k thut truy nhp vo cc mi trng khc nhau a ra mt s cu hnh ng dng

Cu hnh tin nhn

My ch

Lu tr tin nhn

SCBus/CTBus

SS7 Chuyn mch v tuyn/hu tuyn T1/E1 X l thoi Giao din mng Internet TCP/IP Internet

Giao din mng

Nn tng IP Telephony Client

Trnh duyt

Trung tm gi v bn hng t xa
SCBus /CTBus
Nhn ging

Web Server

Chuyn mch v tuyn/hu tuyn

SS7 Giao din trm T1/E1

X l thoi

Giao din mng Internet

TCP/IP

Internet

Giao din mng BRI TCP/IP TCP/IP My ch

Nn tng

Web Browser C s d liu

i l

Thng s
Cc bn tin Cc tham s

Hot ng
Gim st v iu khin

Qun tr h thng
Gim st li Cu hnh h thng Gim st li Bo mt

Chia s ti Cc giao thc nguyn in CTI thoi v my tnh Cc giao din Bo mt lp trnh

 S dng card thoi : l card m rng ca my tnh c kh nng x l thoi cho cuc gi Tch hp in thoi my tnh CTI : thng thng my tnh c kt ni vi tng i thng qua cc kt ni CTI. Vi cc ng dng ch yu ca CTI th chuyn mch thng c ni vi cc VRU(Voice response Unit) c th c thm cc knh dch v (CSU) hoc cc c s d liu

M hnh kt ni CTI v my tnh Cu hnh c VRU

Cc bn tin

PBX

Cc ng Analog
Kt ni CTI Cc lnh

My tnh

Chuyn mch

VRU

SCBus /CTBus PBX PSTN

Server Bus

Database Server

Thit b thu pht m thanh

Supervisor PC

(
i l

(
i l

(
i l

Kin trc S h thng Tnh ton kch c h thng Cc thit b phn cng v phn mm

Chc nng Chc nng Auto-Attendant Chc nng p ng thoi v tng tc VIR Chc nng truy cp c s d liu Truy cp Agent

Li cho ca h thng Thng bo cc tnh 1 nng. . Nhn phm 1 la chn ngn ng l Ting 2 Vit

Thng tin bng ting Vit Thng tin bng ting Anh Kt thc cuc gi

hc i L

Thng bo cc tnh nng. Nhn phm 0 chuyn n s my m rng . Nhn phm # kt thc cuc gi

0 1 2 3 4 9 * #

Chuyn s my c danh b La chn dch v Ti khon khch hng Hp th thoi Quay s Operator Quay v danh mc trc Kt thc cuc gi

une M

Menu la chn dch v

Thng tin v t gi hi oi

Thng bo cc tnh nng .

Thng tin v li sut tin gi

Thng tin v li sut tin vay

Menu ti khon ca khch hng

Thng tin v ti khon Thng tin v ln giao dch gn y nht Thc hin chuyn tin Thc hin thay i mt khu Yu cu gi Fax v cc ln giao dch

Thng bo cc tnh nng

Chuyn n menu kim tra tin nhn c li li thng bo hin thi Ghi li thng bo mi Thc hin thay i mt khu

Menu hp th thoi

Thng bo cc tnh nng

 C s d liu ca khch hng : lu thng tin v ti khon, thng tin v khch hng v thng tin v cc ln chuyn khon C s d liu ca ngn hng : lu thng tin v t gi ngoi t, li sut tin gi, li sut tin vay,d liu v phng ban c nhn, v thng tin v hp th thoi C s d liu lu tr d liu h thng :lu mt s thng s iu kin

Btu

N o
C cu c g i h

ys e
Y u c l ch n v th c h n n p m u a i h p h

T p tin b n g T n Ah i g n

2
X= G tr kh c i T g tin c b n ti g V t hn g n i

Y u c kh ch h n l ch n v n g tr X u g a h p i

ys e
X=0

C n n A to h c g u A nat tte d n

N o
X=1

ys e

cd n b n a h i th oi

N o
X=2

ys e
M n d v e u ch

N o
X=3

ys e
M n kh ch h n eu g

N o
X=4

ys e

M ch c n n h p g th th oi

N o
X=9

ys e

C u n m y t n h y i hn vi tr n c

Lu thut ton ca h thng

N o
X= *

ys e

Q a v d n m c uy ah tr c

N o K t th c

Giao din pha khch hng

Giao din chung trnh m phng

Cc dch v client c la chn

Giao din pha server

 M rng v thm mt s chc nng cho h thng . Tng cng chc nng bo mt ng dng trin khai cc dch v khc.

 n gii thiu c khi qut cc c im ca cng ngh CTI Tm hiu cch xy dng h thng Bank by Phone trn nn CTI Xy dng c phn mm m phng mt s chc nng ca h thng Bank by Phone Hng pht trin ca n l tip tc nghin cu c th xy dng c mt h thng p dng c vo thc t