The Design And Implementation Of Distributed Contact Center And Its Softphone Based On VoIP Technique

Traditional Call Center is based on PSTN ( Public Switch Telephone Network),and built on the base of PBX(Private Branch eXchange).The usage of special technology in traditional PBX brings shortages in openness,criterion and higher cost. But the worst thing is that this technology requires centralized place, and appliance cant't meet the hope of cutting down operation cost.With the development of computing and communication technology, the traditional Call Center is on the way to a new configuration—IP Call Center.This paper compared with the traditional voice communication technology with VoIP (Voice over Internet Protocol). This paper shows the platform structure of VOIP based distributed Call Center and introduces the function and effect of each block of this platform, and technology of SoftSwitch. The key of the introduction is the structure, function and application process of software telephone block. Based on this, we discuss the support on call control function which is applied by the SIP protocol. With the use of user-defined protocol, the business function is implemented more convenient and flexible. The voice quality of SIP is tested by t network analyzer, and the analysis of test results also is presented.The system described in this paper has been used in the postal 11185 Call Center .By using postal integrate IP network , SIP is installed in several postal service office and connected to postal 11185 Call Center by IP network. The problem of distributed post service and business service branch with centralized process of traditional Call Center has been solved, changes traditional Call Center to Contact C enter ,and better economical and social service benefit has been achieved.