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The Design and Implementation of Server Subsystem of Trustee Call Center System Based on ASTERISK

Author: ChangPeng
Tutor: LiuShu
School: Harbin Institute of Technology
Course: Software Engineering
Keywords: Trustee call center Soft switch Computer telecommunication integration RADIUS Protocol
CLC: TP311.52
Type: Master's thesis
Year: 2010
Downloads: 60
Quote: 0
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Abstract


With the rapid development of call center among various areas, an increased number of enterprises noticed call center and adopt it to sell products and provide after-sale services, especially for those small and medium sized enterprises which aim more eagerly to better the service, to enhance the brand force, and thus to gain more profits through this tool.However, problems like high initial investment, long project cycle, various difficulties during the application and management due to oversize existent within the traditional self-built call centers, seriously restricted call center applications in the small and medium sized enterprises. The SMEs hope that they can have their own call centers quickly with low cost, and easy application. Under such background, a new form of call centers came into being-the Trustee Call Center, which uses the concept of SaaS to provide services of call centers by helping enterprises build up their own call centers and manage the system.In order to provide trustee call center service for the SMEs and lower the cost, we use the open source Asterisk platform as the basis to build hosted call centers on. In addition, to provide services to multiple clients at the same time and manage several servers, we designed a unified management system, and used the command filter, the state detection technology, AGI interfaces to accomplish the config management of the hosted server, to accomplish the mapping between user privileges and the logic function by permissions function mapping,used authentication techniques based on RADIUS protocol for users’secure authentication, and built a self-learning model for telephone traffic to optimize the distribution lines.This paper reviews and analyzes the development of call centers in China and abroad, compared the merit and demerit of different types of call center, summarize the advantages of the trustee call center, and raises the actual requirements based on Asterisk-based call center project. Secondly, based on the requirements, the paper designed the function of the system and the overall technical blue print, including the overall structure design, the software framework design, functional structures and business process description. At last, we accomplished the system and conducted testing.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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