呼叫中心 (Ca1 1Center)是基于计算机网与通信网集成技术的交互式信息综合服务系统 ,建设中可采用基于自动话务分配的高端方案 ,亦可采用基于微机网络语音卡的中、低端方案。本文在对高校呼叫中心的需求进行分析的基础上 ,介绍了高校中可能采用的两种呼叫中心方案 ,并给出了呼叫中心流程示例。通过理论分析、系统设计及运行实践证实 ,后者有较好的可行性和实用性 The call center (Ca1 1Center) is an interactive information integrated service system based on the integration of computer networks and communication networks. In the construction, the high-end programs based on automatic traffic distribution can be adopted, and the middle and low-end programs based on computer network voice cards . Based on the analysis of the demand of college call centers, this paper introduces two kinds of call center programs that may be used in colleges and universities and gives examples of call center processes. Through theoretical analysis, the system design and operation proved that the latter has good feasibility and practicability