Aplication And Development Of Voice-interactive Platform Of Call Center Based On VoiceXML

Aiming at the integration of Call Center and Internet, and the opportunity to CTI in the use of VoiceXML, a Voice-interactive Platform of Call Center is proposed and designed in this paper after the study of VoiceXML specification and the Call Center system. VoiceXML, a brand-new technology, is embedded in Voice Board and applied to Call Center system in this platform. By parseing VoiceXML document, service process is performed in the form of prompt and key-press to achieve Human-computer interaction.This platform is used OpenVXI as VoiceXML interpreter and built with a C/S three-layer architecture. Users access the front layer to get services via telephone. The VoiceXML server in the middle layer parses the VoiceXML documents and performs text-to-speech and telephony control. In the back layer is VoiceXML documents, which can facilitate the interactive voice response applications.In this paper, it mainly describes the process of design and implementation of the platform, including the partition of function modules, and the process architecture of OpenVXI are analyzed in detail to make the following work easily.Especially, the implementation of the whole platform are introduced detailedly. Firstly, principal class diagrams of the implementation platform are given. Secondly, it implements the joint between the implementation platform and the OpenVXI with flowcharts. Thirdly, the main process is designed, which can get and interpret VoiceXML documents with commanding the implementation platform to perform action. Finally, a service instance is illustrated, including VoiceXML documents, mainly about core codes such as Voice Mail Box, Call Transfer and Information Query, and messages interaction between platform and phone user.Compared with other Voice-interactive System, it can compose applications using VoiceXML and is compatible with different providers. Such a project, with the characteristic of standard language, intellectualized interaction and individualized service, is simplified and convenient for application, management and maintenance of Call Center system, and is very useful and worthy of further study.