黑龙江省国税纳税服务综合语音信息系统的设计与实现

发布时间：2018-04-30 21:12

本文选题：CTI + 交互式通信　；参考：《黑龙江大学》2013年硕士论文

【摘要】：随着计算机技术、语音通信技术的不断进步和公共管理职能的发展，使用先进的CTI（计算机电话集成）技术，将语音和数据相结合，不断提高电子税务功能，为纳税人提供高效、优质、便捷的服务已成为当今世界税收服务发展趋势。目前，现有的综合语音信息系统只能够提供简单的政策咨询、投诉举报、呼叫转接等功能，已经无法满足日益增长的纳税服务的需求。因此，迫切需要一个符合当前新型纳税服务理念的综合语音信息系统的出台。为了满足当前新型纳税服务理念的迫切需求，结合黑龙江省国税纳税服务的实际情况，应用CTI（计算机电话集成）技术，自动呼叫分配（ACD）技术，，交互式通信技术等几种综合语音系统常用的关键技术，在基于J2EE基础上利用Struts框架结构将系统设计为电话申报纳税、税务咨询、发票查询、投诉举报、转接服务、发票申购、批量扣税等功能模块，并针对上述功能进行了实现与测试。本文通过对计算机技术的应用，将综合语音信息系统的功能进行完善，使纳税人通过该系统即可解决全部的涉税问题，符合当前构建新型纳税服务体系的要求，促进了征纳和谐，在提高纳税人办税效率的同时也提高了纳税人的满意度。系统整体设计方案对其他省市综合语音信息系统的设计也有一定的借鉴作用。
[Abstract]:With the continuous progress of computer technology, voice communication technology and the development of public management functions, the use of advanced CTI (computer telephone integration) technology, the combination of voice and data, constantly improve the electronic tax function, providing taxpayers with high efficiency. High-quality and convenient service has become the development trend of tax service in the world. At present, the existing integrated voice information system can only provide simple policy advice, complaint reporting, call transfer and other functions, can no longer meet the increasing demand for tax services. Therefore, there is an urgent need for a new tax service concept of comprehensive voice information system. In order to meet the urgent need of the new tax service concept, combined with the actual situation of tax service in Heilongjiang Province, the technology of CTI (computer telephone Integration) and automatic call Distribution (ACD) is applied. Interactive communication technology and other common key technologies of integrated voice systems are designed on the basis of J2EE and Struts framework structure as telephone filing, tax consultation, invoice inquiry, complaint reporting, transfer service, invoice requisition, etc. Batch tax deduction and other functional modules, and for the above functions are implemented and tested. Through the application of computer technology, the function of the integrated voice information system is perfected, so that the taxpayers can solve all the tax-related problems through the system, and meet the requirements of constructing a new tax service system. It promotes the harmony of tax collection and tax collection, improves the tax efficiency of taxpayers and improves the satisfaction of taxpayers. The overall design scheme of the system can also be used for reference in the design of integrated speech information system in other provinces and cities.
【学位授予单位】：黑龙江大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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