Cti middleware can realize the call central to the pbx and provide the open interface for the application layer above . so it is the core of all the system . this paper analyses principly the cti middleware from its type , system structure , control to pbx and program to agent etc . the part of business - realizing adopts 3 - tier mode of computer network . that is to import database middleware - a pplication server between client and server . which will solve the problem of communication between the client and database as the server of the agent software . then the thesis discusses the development and realization of business software running at agent . and programs it with visual basic 呼叫中心平台接入采用传统的pbx数字排队机， cti中间件不仅对交换机进行呼叫控制，且为上层的业务应用层提供开放的接口，本文从它的类型、体系结构、对交换铁交换技术与企业级cti智能业务平台开发机控制和对座席端编程等方面进行了原理分析。后台业务实现部分采用了计算机网络的三层模式，在客户端和数据库系统中引入了数据库中间件? ?应用服务器，它作为座席的服务器端，能很好的解决客户机和数据库之间通信管理问题，本文对它进行了设计实现。
The voice query system has high stabilization and high reliability , so it can work round the clock continuously for 7 days . it also has the function of the auto dispatch the calling by the user , so the system has the advantage of dispatch working fair play . it also has auto calling processing function which can save on the labour force for enterprise . it also has intellective recognition the calling customer which can help enterprise trace the customer to develop the business 该系统具有极高的稳定性和可靠性，支持一周7天、 24小时的全天候服务；具有自动呼叫分配功能，可平均化座席人员的劳动强度；具有呼叫自动处理功能，可为企业节余部分劳动力；具有用户智能识别能力，利于企业对用户的跟踪，更好地拓展业务。
