论文题目：心理热线呼叫中心设计与实现摘要新时代背景下，大学生面临着人际关系紧张、上网成瘾、抑郁自闭、价值观迷茫等心理困扰，甚至频现自杀自残、校园杀害等极端事件。传统的心理咨询，由于方式单一，周期较长，效率不高，咨询师缺少等原因，显得有点力不从心，无法为日益增多有心理问题的学生提供心理咨询服务。心理热线呼叫中心系统由于其具备二十四小时多人在线服务的高效性、实时性等优点，免去了学生的漫长等待，在当前学生心理问题日益多元化的情况下，把其应用到心理咨询中，不仅适应校园发展的需求，而且能够充分弥补传统心理咨询的不足。系统设计上主要是从电话的接入分配到业务的实现来进行设计，采用分层设计的思想，分为接入层，控制层，业务处理层，资源层。接入层主要负责提供呼叫的建立和语音卡底层相关的解决方案。控制层主要负责定义呼叫中心的流程，通过接收接入层的数据，将呼叫进行分配，同时还负责资源的管理。业务处理层在接入层和控制层的基础上加载相应的功能模块，为咨询师提供业务服务及查询、管理等功能。资源层根据业务处理层的要求，将相关的数据组织到一块，返还给业务处理层使用。本文从呼叫中心系统的需求出发，分别从层次结构、硬件结构、流程处理、功能模块四个层面对系统进行了总体设计。重点是详细的对咨询师在电话接听过程中最重要的三个子模块（坐席接听模块、客户管理模块、电话录音模块）进行了设计，然后对设计进行了与实现，最后对系统进行了测试。关键词：心理咨询，呼叫中心，计算机电话集成，坐席排队算法AbstractUnder the background of new era,college students are confronted with psychological problemssuch as interpersonal tensions,Internet addiction,depression and self-confused,confused values.The traditional psychological counseling,because of a single way,a longer cycle,low efficiency,lack of consultants and other reasons,it seems a bit powerless,Unable to provide psychologicalcounseling for the growing number of students with psychological problems.Psychological hotlinecall center system has the advantages of high efficiency,real-time and so on,providing more thantwenty-four hours online service,students do not need to wait for a long time.In the current,theincreasingly diverse psychological problems of students,to apply it to psychological counseling,not only to adapt to the needs of campus development,and can fully compensate for the lack oftraditional psychological counseling.System design is mainly from the phone's access to the realization of business to achieve theuse of layered design ideas,divided into access layer,control layer,business processing layer,resource layer.The access layer is primarily responsible for providing call setup and voice cardfloor-related solutions.The control layer is mainly responsible for defining the call center process,by receiving the access layer data,the call is allocated,but also responsible for resourcemanagement.The business processing layer loads the corresponding function modules on the basisof the access layer and the control layer,and provides the functions of the business service and theinquiry and management for the consultants.The resource layer organizes the relevant data into onepiece and returns it to the business processing layer according to the requirements of the businessprocessing layer.Based on the requirements of the call center system,this paper designs the system from fouraspects:the hierarchical structure,the hardware structure,the processing flow and the functionmodule.The emphasis is on the detailed design of the three most important sub-modules (agentanswering module,work order management module and telephone recording module)in thetelephone answering process,and then carries out the design and implementation,and finally teststhe system.Key words:Psychological counseling,Call center,Computer telephony integration technology,Algorithm of agent queuing