Design And Implementation Of Call Center System Based On Softswitch

A Call Center is a voice operations environment that provides a full range of high-volume, inbound or outbound call-handling services. It contains communication,computer and database technologies. With the development of communication and computer technologies, the Call Center is developing too. But it have some problems that need to deal with.With the push of communication technology and reference business, the Next Generation Network must solve the problem that is to separate the call control from the transport and application. And softswitch serves as the embodiment of the thought which is separate business from call control and transport from access, so it is one of the key technology that construct the architecture of the Next Generation Network. The softswitch inherit advanced system structure from telephone switch, and use IP package to load voice,data and the multimedia data. The core thought is using software to do the hardware work. Using software to realize switch's function include controlling, maintaining, and business handling. These different entities use standard protocol to connect and communicate, that make each kind of complex service application quicker and more convenient.Using softswitch to deal with the Call Center's problems is a good idea. This thesis use softswitch to solve the Call Center's problems of high cost,lack of flexibility and difficult to expand etc. The purpose is to develop a new Call Center that can separate business from call control and allow divers users access to this system. After reading large amount of technical papers and researching relevant technologies, the author combines softswitch and other technologies together into Call Center. The author's main contributions are as follows:First the softswitch technology is introduced, including the analysis and study to the definition function and interface agreement of the softswitch. Then the reference technologies of Call Center and its current situation are discussed, and the thesis points out the existing problem of the call center, and presents its important research value and realistic significance.According to the principle of software-engineering design, this thesis analyzes the requirement of the platform, and analyzes some parts to realize the platform, then designs the architecture and system frame of the platform. After the preliminary design,...