FIELD: information technology.
SUBSTANCE: background service process unit includes protocol stack module, a state machine module and a service end access interface module. The system includes a browser and background service process unit. The method includes a browser sending an operation request of a customer representative to a background service process unit through an operation page and the background service process unit judging whether the operation can be performed currently, if yes, sending the operation request to a computer telephony integration (CTI) server; the CTI server forwarding the received operation request to an automatic call distributor for performing, and forwarding an operation completion notification message, after the operation request is performed completely, to the background service process unit. The background service process unit also switches to an agent state according to the operation completion notification message. The invention enables a client representative to log on to a CTI server and process a call using a browser on a host machine which is an ordinary computer.
EFFECT: easy deployment, high reliability and expansibility of the system.
11 cl, 5 dwg
