Enterprise Telephone Customer Service System Desingn And Implementation

Small enterprises in the domestic market are increasingly competitive. Enterprises to survive in the fierce competition would have to reduce costs, enhance the efficiency, improve the customer satisfaction and loyalty, and gradually establish its own brand image. The companies more and more attention to setting up their own telephone service system. Small enterprise cannot afford call center building and maintenance costs. Easy to maintain low-cost and small-capacity telephony system for small enterprises can resolve this conflict and win the favor and support.The paper is based on the requirement of the customer service department of a software company as a blueprint for the development of telephone soft switch systems. The system has the telephone switchboard, auto-attendant, traditional PBX features, customer data management, customer data screen pops, click to dial, telephone queuing, Call Pickup, voice mail etc.This paper discusses to create a simple Sip Servlet Container base on Jain-SIP stack, uses JMF (Java Media Framework) to receive and send RTP media stream and record voice, implement a simple non-standard Voice-XML by using XML-Bean, uses Equinox as OSGi container and developed dozens of reusable OSGi Plugins, use Axisl SOAP container implements the system’s open interfaces.In the end of the research, develop a low-cost telephone soft switch systems for the small enterprises.