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The Design and Implementation of Distributed Contact Center and Its Softphone Based on VoIP Technique

Author: HuJunFeng
Tutor: ZhengYouCai；ShiMing
School: Xi'an University of Electronic Science and Technology
Course: Computer technology
Keywords: Call center VoIP Softswitch Soft Phone SIP
CLC: TN99
Type: Master's thesis
Year: 2008
Downloads: 115
Quote: 0
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Abstract


Traditional call center is a call center based on the PSTN (Public Switch Telephone Network) , is established on the basis of the PBX (Private Branch eXchange) switch . Traditional PBX uses proprietary technology , lack of openness and standards , and expensive , the most critical , the relative concentration of the technical requirements of the venue , equipment with a strong closed , internal network and enterprise can not reuse , etc. , the above for various reasons unable to meet the expectations of the company reduced operating costs . With the continuous development of the computer and communication technology , driven by the traditional call center toward a new form - IP call centers , brings an opportunity to solve this problem . This paper analyzes a traditional call center system architecture and analysis based on VoIP technology , given VoIP - based distributed call center platform architecture introduces the function and role of the various modules of the platform , describes softswitch technology in call center technology use , and focuses on the the seats soft phone module structure , function and implementation process . On this basis , the SIP protocol support for call control functions of the call center system , using a custom protocol flexibility to achieve business functions . Network analyzer test soft phone , voice quality and performance of the module , and analysis of the test results . The results of this study by the use Post 11185 Call Center , the use of the postal service IP network , install the soft phone, postal multiple professional services units through the IP network to connect to the Post 11185 call center system , solve the postal service , business acceptance outlets dispersed , traditional call centers can only focus on the admissibility of the lack of development of call centers become the focal center for postal bring better economic and social services benefits .

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