Business-oriented Configuration Integrated Ngcc Position Terminal Design And Implementation

The call center, with modern communication and computer technology, using telephone automatically querying instead of the traditional counter service, is one of the most important ways of from the modern companies’ customer service. The technology of NGCC (Next Generation Call Center) with the technology of softswitch is fully established on the basis of the NGN softswitch networks, and its core idea is using the switching and control technology of NGN softswitch networks to separate the bearer layer and business layerWith a wide range of NGCC technology into applications, how to make full usage of the advantage of the NGCC technology, depends on the design of Agent. The thesis argues that, the most important thing to the NGCC agent is how to closely integrate with the business while maintaining a high degree of flexibility, and in this regard, the NGCC technology has just started, no experience can rely on. The thesis, with the background of a call center project of Shanghai Telecom which use NGCC system instead of PTSN system, research and practice the design and implementation of the agent. The thesis described in detail that in the project, we take full using of the NGCC technical superiority, fully consider the actual situation of the call center business, using the technology of VoiceXML, ActiveX controls, WebService to integrate the existing business system applications, successfully design and implementation the business-oriented integratable configurable NGCC agent software. The agnet software achieve the integration and packaging of the calling functions, the business systems and operations management functions and also make these business-oriented dynamic configurable as well, which provide a good support for the original call center business, also provide feasible standard specifications for the call center to make new business, and ensure that the integrated configuration of the new business can be achieved with little cost.The process of project gets the successful experience as well as the failures experience, in the thesis there is also bold and innovative practice according to the actual situation from the project members, on the basis of full study of the application background. Today, the agent software has been online running more than a year, the software is stable, has basically achieved the expected results. Although the business integration complexity of this agent is not completely satisfied, this project has explored a new direction in design of agent for NGCC system to play its application advantages, also achieving innovation and research objectives of the projects of this type of practice.