Softswitch-Based Call Center Passenger Railway Line Study

Railway call center is one of the important application systems in the railway informatization process. If fully brought into practice, it will contribute to the improvement of railway informtization and customer service quality. However, due to following the PSTN system structure of PSTN, traditional type of call center has some inherent defects. To achieve targeted business services, must use appropriative ACD witches, which result in higher cost and lack of flexibility. Besides, traditional type of call center needs corresponding specifications on each business, which, to some extent, has influence on the application of new business. Furthermore, traditional types of system structure don't make the most of IP network advantages. All the mentioned above restraint the development and the widely application of call center industry. As the core technology of the next generation network, the soft exchange plays a bridge between the new, old network and various existing network. If applied in the call center system, soft exchange can be a very good solve to the problem encountered in the process of expanding capacity, which not only improves the customer service quality, but also can protect the original investment. Therefore, soft switch technology on call center system application has theoretical research value and great sense on actual application. This paper has finished the following work:(1) Analyzed background and significance has analyzed. According to the overview of current call center, presented several problems, such as, high cost, lack of flexibility and expansion, coincidence between call control and business development, and singleness in customer, which educe the significance of applying the soft exchange technology to railway call center.(2) Summarized (the next-generation network) NGN definition, development power and next generation network a layered architecture of each layer, and the localization and main function, also studied mainly studied the core technology of the next generation network, the soft exchange technology and the main equipment, agreement the soft exchange's main function.(3) Analyzed the requirement on railway call center based on railway service system. Summarized the issues in call center, and found the solution by applying the soft exchange technology to the call center system. Set the mold of call center which is based on the soft exchange technology.And designed the software structure. Finally, according to the characteristics of railway passenger, studied high-speed passenger railway general structure of the call center, and studied the process of railway passenger special line single networking and designed railway passenger special line call center.(4) Designed scheduling algorithm process call center core equipment (SoftACD) and presented algorithm. Design the interworking for public switched telephone network (PSTN) telephone and SIP telephone communication.(5) to realize the system application software functions of each subsystem, using JavaBeans technology development out of the subsystems of the interface, and gives part of the interface screenshots. Railway passenger special line call center system structure based on the WEB, the framework design, the basic framework of business components, set in other business function to the plugin way, according to the module added to the system, so as to ensure the stability and call center high expansion ability.