Desgin And Implementing Of Centralized Call Center System Based On Next Generation Network

As the economic development of China, the importance of call center looms large in spreading own business of enterprises and pre-sale and after-sale service. The service work of call center is heavier and heavier. In order to resolve the disadvantages like low transmission speed, long building period, region limited of traditional dispersive type call center, this paper puts forward centralization call center platform system basing on NGN net. In this system, the core equipment is managed by operators centrally except table computers and customer DIY CRM which are managed by enterprise. It uses the features and advantages of NGN net system to realize the connection of basic telephone traffic, specific telephone traffic, etc. Then the targets of reducing investment, speeding running time of enterprise call center service and convenient to manage will be realized.Based on analyzing next generation network construction, related protocol and call center technology, this paper supplies call center hardware network design specification and software function description basing on next generation network. The design specification and software function description which are based on principles of being backup for each other, centralized management and stable are able to meet the requirements of500IPAgent.According to the running problems of abnormal bills and heavy load of modules in system operational commissioning period, this paper brings up a new traffic continuous model with the subject "SOFTACD does not directly connect with IPAgent phones". Then the paper gives examples about some common functions like call in, call out, call forwarding of call center IPAgent to analyze controlling continuation and connecting media flow with SIP in new model. This new creation is able to better avoid number management problem, reducing the no master bills and repeating bills risk in business running and effectively reduce the running load of SOFTACD module.In order to supply reference and mirror for project better, this paper makes some function presentations to the system and describes related testing environment of construction. Then shows test summary and result.Analyzing from current system test and the real effect of test run, this system increases the opening speed, shields region limit, is compatible with most of traditional call center functions and some new functions of NGN business and effectively avoids abnormal bills, etc. problems. It achieves the expectant aim and effect and supplies powerful technical support for subsequent new business development of call center.