Design And Implementation Of Call Center System Based On H.323 Protocol

Based on PSTN (Public Switch Telephone Network), traditional call center is constructed on PBX (Private Branch eXchange). PBX has played an important role in telecommunication network. It is ideal equipment to extern telecommunication system and terminals. However, traditional PBX uses private technology. Thus it is lack of openness and standardization, and is also expensive. Along with the development of computer technology and communication technology, traditional call center tends towards to a brand new form -- IP Call Center.The basic concept of call center and its application status home and abroad is introduced at first. Then the idea of VoIP Call Center is introduced and H.323 protocol set and an open source project OpenH323 is deeply analyzed. After evaluating the structure of traditional call center, the author proposes the architecture of IP Call Center, and then describes the design and implementation of call manager based on H.323 gatekeeper and softphone based on H.323 terminal in detail. At last, test and experimental running are reported. Through the report, the author concludes that IP Call Center can provide voice function instead of traditional call center, and can provide better expansibility.