隨著電話與電腦網路日益普及，對於整合兩者所衍生之加值服務益顯其重要性，在實際應用上，常見的解決方案包含電腦電信整合技術 (Computer Telephony Integration, CTI) 與網路電話 (Internet Telephony)。CTI常應用在各大企業的免付費電話客服中心以及電信業者所提供的語音信箱，而網路電話對許多公司以及個人來說具備有相當的經濟效益。考量擴展電話服務功能的穩定性，本研究中採取CTI解決方案以提出一多功能語音加值服務系統架構，不僅易於使用，且使用者能透過網站操作並完成所有設定。本研究將設計一能夠同時提供電話撥入、撥出、語音流程與文字簡訊等服務，並兼具友善操作介面的CTI系統，採用CTI中電腦支援之電話應用模式 (Computer-Switch Tele- communications Application, CSTA)，配合互動式使用者介面與資料庫設計，來組成CTI呼叫系統的架構，並針對通話明細 (Call Detail Records, CDR)進行時間性分析。

With the increasing popularity of telephones and networks, the value-added services derived from the integration of computers and telephony are considerable importance. General solutions in practical applications include computer telephony integration (CTI) and Internet telephony. CTI is widely used in the call centers of large enterprises and the voice mail system of mobile operators. On the other hand, Internet telephony is economically advantageous for many companies and individuals. In view of the robustness to extend the capabilities of call services, we focus on adopting the CTI solution to develop a multi-functional call scheme in this work which is easy to use, and users can operate and complete all settings by the web. This CTI system is developed in computer-switch telecommunications application (CSTA) structure with an interactive user interface and database to integrate call in, call out, interactive voice responses flow, text message, and friendly operation interface. Moreover, we make time analysis on call detail records (CDR).

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