Design And Implementation Of IPCCS Call-Center Application Server

As a modern mode of service which uses modern means of communication and computer technology to process telephone traffic, Call-Center is taken more seriously by enterprise. The development 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.As a modern Call-Center, IPCC can not only support voice phone, traditional telephone terminal but also supports multimedia communications including voice and video and supports the word, voice, immediate message from Internet. It not only provides complete user agent's function but also has practical Call-Center management system. It's processing capability could be improved greatly.The location of IPCCS design is Back to Back User Agent Call-Center which based on SIP protocol and IP-PBX. IPCCS 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 IPCCS is expressed in elastic self-expansion. Its self-expansion mainly shows on IVR process as PSTN services were in the majority today. IPCCS uses VoiceXML standard as IVR description text, building a full solution of IVR parse and control.IPCCS 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 IPCCS, such as communication protocol, VoiceXML standard, Gdome XML parser, and Automatic Call Distributor (ACD).