Ipcc Management Extension And Large-scale Acd Scheduling The Design And Realization

Generally, enterprises will have to keep good relationship with customers in order to gain a good position and take up much marketing quotients, faced with the severe competition in the information age. High quality service is very important as to get enough customers and marketing quotients. So most of the enterprises set up their own inclusive and multi-media call centers in order to increase the service quality. This is of great importance to improve the service quality, and then improve the ability to compete with others. Traditional call center will have more and more technical disadvantages, and more and more enterprises have attached importance to IP call center. So it is a significant research project for us to research and develop a middleware system for setting up Enterprise IP call center.Based on the frame of the IPCC middleware System project, this article designs and develops the management system of call center, and as regards to the deficits of the traditional call centers, this article adds text communication and e-mail communication to the system, in order to have a more friendly and diversified call center. In the process of the development, it has emphasis on the word "IP", which makes it deferent from the traditional call centers. On the other hand, in the face of the emergence of large scale call center schemes proposed by more and more big corporations, this article has a simulated implementation of ACD based on the existing ACD method. And after a lot of experiments, which have got plenty of useful data, this article gives an analysis of it, and then forecasts the suitable service chairs, which means servers' number in the call center, based on the some kind of intensity of calls at call center. And after this, it gives a referential attendance system for the servers in the call center. And the article includes five chapters:Chapter One introduced the background knowledge , the holistic architecture and the module division of the IP call center middleware system project;Chapter Two expatiated the research theory of VoIP and SIP which has a relationship with the architectural basis of the IPCC project;Chapter Three expatiated the procedure of designing and developing the management system of the project;Chapter Four expatiated the broad-scale simulated implementation of ACD;In the last Chapter, thearticle summarized the above content and put forward the aspects which are needed to improve and develop further.