The Research Of SIP Protocol And Design And Implementation Of VOIP Call Center Based On SIP Protocol

With the continuously increment of information flow on Internet,various business on Internet are developing so fast.VOIP is one of them.With the rapid development of VOIP,it has gradually been becoming a great competitor of our familiar Public Switched Telephone Network technology.As one of the important multimedia communication protocols,SIP is being paid more and more attention and becoming the leading IP signaling technology in the business products of the operators as well as vendors.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 cannot 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--VOIP Call Center.The thesis is based on VOIP techniques the fundamentals of SIP as well as the fundamentals of SIP.We firstly studies and analyses VOIP technology and SIP protocol,particularly discuss the SIP-related technology model,analyses the SIP and SDP based on system structure of VOIP of SIP,and analyses the advantages of VOIP call center from the views of replacing the traditional communication means,and make use of the flexibility of SIP capacity to redesign the call center structure of VOIP communication field,does detailedly analysis and design for the implement of traditional call center functions in the SIP system.The principle of system analysis and design is focus on VOIP and SIP standard protocol,the call center's ACD(Automatic Call Distribution),CTI(Computer Telephony Integration),IVR(Interactive Voice Response),seats and recording system were designed,particularly IVR and seats.This article detailedly described the implementation process of the various functions of each module when it use sip protocol,and described the different effect between VOIP and traditional way.This indicates the superiority of the realized system.Finally this article detailedly describes the concrete application process in 95598 Call Center of Shanxi Electric Power Corporation.This indicates the availability of the realized system.