Aplication And Development Of Basic Platform Of Call Center System Based On Soft Switch Techonology

A sort of Basic Platform of Call Center (BPCT) designed in this paper, which borrows idea from TDMoIP technology and bases on PSTN signaling technology and Ethernet techonology, is a good integrator of traditional telephone system and LAN technology. Call Center system with powerful functions can be developed conveniently with the BPCT.The notion of Call Center, all kinds of schemes achieved of Call Center and the huge potential of Call Center market are first introduced in this paper. In order to overcome the problems existing in present Call Center systems, a solution unlike all the current methods is put forward in the paper.For the sake of cooperating with the coming on of new scheme, two aspects oftasks are first done-----Firstly, a new type of Computer CommunicationIntegration(CTI), which is called Fast Translate(FastTran), is studied and designed .And the FastTran which is a equipment developed with FPGA, operates on the second layer of OSI—Data Link Layer. The time slot of El in PSTN can be translated into the data frames according with the standard of IEEE802.3 in Ethernet, at the high speed which is higher a order of magnitude than DSP processing module, Secondly, a communication protocol specially used in BPCT, which is used to control the communication process inside the BPCT, is designed in the paper. A amount of data frames are regulated, the format of data frames are defined particularly and the protocol flows are set up elaborately in the communication protocol. Accordingly, the right cooperation among the every part in BPCT can be guaranteed.Afterwards, the basic composing principle and the basic forming frame of BPCT are discussed in the paper. The connection between PSTN and computer Ethernet system in general PC can be achieved, and the high quality voice connection between PC and PC, between common PC and telephone subscriber can also be carried out in BPCT based on FastTran. In addition, some basic fuctions of Call Center is offered. Accordingly, the Basic Platform of Call Center is formed. Compared with traditional Call Center, PSTN and Ethernet are integraged well and more flexibility are providedin BPCT,which avoids laying two kinds of lines in a system, adopts the developed ways wholly in sofeware and also accords with the trend of development in traditional Call Center. Compared with the Call Center based on VoIP, the better voice quality and the smaller diposition cost can be supplied in BPCT.Subsequently, the two sofeware systems.....Call Center Switch Server (CCSS)and Call Center PC Phone (CCPP).....which make up of BPCT are discussed.Thesignaling interacting of the interior and exterior in BPCT can be achieved and the simple interior management functions can be carried out in CCSS system which is a software operating in the sever of BPCT. The voice interacting, among CCPP and between CCPP and common telephone subscriber, and some appendant and administrant functions all can be completed in CCPP system which is a software operating on the telephonist terminal. The communication between CCSS, CCPP and FastTran proceeds following the protocol designed in the paper. Any software according with the protocol, no matter what operating system where it operates, can cooperate with other software and hardware in the system.Finally, the testing of BPCT is discussed detailedly, the particular method of building testing environment is presented and the software and hardware of BPCT are tested. A simple summary to the development of BPCT is made out and the application foreground of the system is discussed simply.