Currently based on CTI technology call centers are widely used in many areas. How to apply the CTI technology in government OA system to improve the efficiency becomes a research direction in terms of CTI technology application recently.

• 当前基于CTI(computer Telephony Integration计算机电话集成技术)的呼叫中心正在广泛应用于各个行业,如何将基于CTI技术的呼叫中心与政府处理日常工作的OA系统相结合,提高政府部门的效率成为当前CTI技术在应用层面上的一个发展方向。