应用VoIP网关实现呼叫中心远端座席

Realization of Remote Agent in Call Center through VoIP Gateway

集中式呼叫中心系统以其投资少、易维护及异地只设置座席等特点在企业建设客户服务中心工程中被广泛使用。在集中式呼叫中心应用方案中,介绍了如何通过VoIP(因特网电话)语音网关来实现远端座席的方法,并提供了实现电话状态同步的工作原理。就实现方案进行了详细分析和介绍,并描述了该方案的具体实现配置方式和步骤。

Integrated Call Center System has been widely used in establishing customer service center for enterprises because of its advantages such as less investment, easy maintenance and remote agent settings, etc. This application solution for Integrated Call Center introduces how to configure remote agents by means of VoIP voice gateway, and lists the working principles to realize status synchronization for telephones .This paper introduces and analyzes the application solution in details, meanwhile describes the detailed configuration methods and steps of this solution.