Design And Implementation Of SIPCCS Call-Center Control Server

Early Call-Center dates back to the 1960s. At that time, Call-Center could only supply the voice input service. And all service performed manually by user agent operator. The develop of Call-Center pass through three phases, from Hotline System to Interactive Voice Response, and to Human Service combines Interactive Voice Response. As the prolongation of Call-Center's service, traditional technique could unmet demands of enterprises. Future Call-Center will be developed to the direction of fusion communication, mobile distributed user agent, and extendable value-added Services.The location of SIPCCS design is Back to Back User Agent Call-Center which based on SIP protocol and IP-PBX. SIPCCS uses SIP as message control protocol, so it supplies multimedia and distributed user agent input. It constructions extended revaluation and data management between two UA by using B2B UA characteristics which belonged to IP-PBX.The Value of SIPCCS is expressed in elastic self-expansion. Its self-expansion mainly shows on IVR process as PSTN services were in the majority today. SIPCCS uses VoiceXML standard as IVR description text, and uses TTS and ASR technology building a full solution of IVR parse and control.SIPCCS is developed based on open source project Asterisk. There are a few paragraphs to introduce Architecture and capability indicator of Asterisk In this article. Also there are a few paragraphs to introduce other mainly technology using in SIPCCS, such as TTS, ASR, VoiceXML standard, Gdome XML parse, and Automatic Call Distributor (ACD).