该系列文章的各部分中使用的例子都是基于一个场景，在该场景中，一个呼叫中心代理需要检索某一特定客户的信息。
The example used in both parts of this article series is based on a scenario where a call center agent needs to look up information for a particular customer.
要实现这些操作，需要有一个应用程序在呼叫的中间位置充当背靠背的用户代理，并提供对上述服务的访问。
To make these actions happen, you need an application to sit in the middle of the call, act as a back-to-back user agent, and provide access to the services mentioned.
假设这个CTI应用程序通过将呼叫者路由到最有资格处理每种呼叫类型的代理处来处理所有接入呼叫。
Consider that the CTI application handles inbound calls by routing callers to the most qualified agent to handle each type of call.
这个应用程序建立一个与代理的电话的连接并在代理的工作站上填充呼叫者的帐户数据(如帐户编号、姓名等)。
The application establishes a connection to the agent's telephone and populates the caller's account data (account number, name, and so on) on the agent's workstation.
此呼叫流程中的doBye将对以下情况进行处理：在按HTTP页面上的Terminate按钮之前一个用户代理启动了BYE。
The doBye in this call flow is to handle the case where one of the user agents initiates the BYE before the terminate button is pressed on the HTTP page.
索赔是投保人在Web上、或者由呼叫中心的LGI代理输入索赔细节启动的。
A claim is initiated by the policy holder on the Web, or by an LGI Agent in a call center entering the details of the claim.
设置了用户代理服务器地址后，下一个主要步骤是创建进行电话呼叫的功能。
The next major step is to create the function that makes the phone call once the user agent server addresses have been set.
控制层：呼叫会话控制功能(Call Session Control Function,CSCF)是指代sip服务器或代理的统称，是控制层中的核心组成部分之一。
Control layer: the Call Session control Function (CSCF), which is a general name that refers to SIP servers or proxies, is one of the core elements in the control layer.
该测试工具可以模拟多个SIP用户代理同时向SIP服务器发出呼叫，通过统计这些呼叫的处理情况来反映被测系统的性能。
The test tool simulates multiple SIP user agents to call the tested SIP server simultaneously and reflects the performance of the tested system by making statistic of the status of processed calls.
那么，这个协议将允许任何第三方开发者编写自己的呼叫中心代理接口或任何其他种类的软件，可以与我们的呼叫中心引擎相连。
Well, this protocol will allow any third party developer to write its own call center agent interface or any other kind of software which can communicate with our call center engine.
衡量呼叫中心代理一小时能够关闭的平均交易数量。
Measures the average number of deals the call center agent was able to close in an hour.
SIP主要采用三种呼叫方式建立连接：直接呼叫、重定向呼叫和代理呼叫。
SIP mainly adopts3ty pes of calling modes to establish connection:direct call, re-direct call and agent call.
SIP主要采用三种呼叫方式建立连接：直接呼叫、重定向呼叫和代理呼叫。
SIP mainly adopts3ty pes of calling modes to establish connection:direct call, re-direct call and agent call.
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