The Design And Development Of Distributed Call Centerbased On VOIP

The traditional call center is a kind of based on PSTN (Public Switch Telephone Network) call center, is in the PBX (Private Branch eXchange) that switches on the basis of the establishment. But traditional PBX USES a special technique, lack of openness and standard, and expensive, is the most critical technical requirements venue relatively concentrated, equipment has strong sealing ability, can’t and the enterprise internal network multiplexing, and so on, the above various reasons could not meet expectations enterprises to reduce operating costs. With the continuous development of computer and communication technology, drive the traditional call center to a new form--IP call center, brought an opportunity to resolve this problem.Traditional call center system architecture are analyzed and studied, and the analysis of the VoIP technology is studied on the basis of distributed call center system platform is given based on the VoIP architecture, introduces the function of each module and function of this platform, describes the soft exchange technology used in the call center technology, and emphatically introduces the call center system architecture design, function and implementation process. On this basis, discussed the audi solid all-in-one call control functions of call center system support, the use of the Web control, flexible and convenient to realize the function of traffic.This article research results combined with’12319’hotline system city as a specific case, through the use of ’12319’ call center in the city, the use of public utilities board (IP network, in the ’12319’ service center to install soft phone, through the IP network to connect to the ’12319’ call center system, solved the hotline to accept the point spread, and the lack of traditional call center handle only focus on the call center to develop into the contact center of the enterprise, for the urban construction has brought good economic and social service efficiency.