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The Desigh and Implementation of Soft Agent in Call Center Based on H.323

Author: YangKai
Tutor: LinXiuQin
School: Beijing University of Posts and Telecommunications
Course: Computer Science and Technology
Keywords: Distributed Call center VoIP Middleware H.323
CLC: TN99
Type: Master's thesis
Year: 2010
Downloads: 41
Quote: 0
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Abstract


The new generation of VoIP call center seats distributed deployment capabilities and rapid development capabilities of the platform proposed new requirements , this paper proposed and implemented based softswitch technology and H.323 protocol , and can handle the traffic and the application of business the seating design program . Seating terminal is a core component of the architecture of the call center , the entity to realize the function of the call center to answer customer calls and handling customer service requests . This design is a telecommunications form seating an alternative, entirely software-based technique , except the computer , without any telephone or switch hardware . First , the article describes the concept of VoIP technology , the introduction and contrast traditional call centers and IP call center . Then, the project needs analysis , proposed and implemented based on softswitch technology and H.323 protocol , which can seat design programs to deal with traffic and applications business , which include the detailed design of the general seats and squad leader seats elaborate . The system uses a middleware thought, not only so that the system can handle the call center traffic and a variety of online applications business , and the system with the convenience of multi-platform adaptability and secondary development . The experimental results demonstrate the methods to improve the efficiency and flexibility of the seating , providing convenience for future system upgrades , and design a more reasonable standard . A whole new program proposed also solve the problem of balanced allocation of the overall mission of the call center , the entire call center performance has been significantly improved . Customer needs and business needs of the seating system made ??improvements, detailed description and the specific improvements . The seating system testing , and came to the test results .

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CLC: > Industrial Technology > Radio electronics, telecommunications technology > Radio electronics applications
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