基于IP技术的一体化呼叫中心设计

Design of integrated call center based on IP technology

设计基于IP技术的一体化呼叫中心,以软交换CTI服务器为呼叫处理核心,支持多种信令接入协议,结合IPIVR、ACD等组件实现全IP化系统架构,开发应用系统,设置坐席人员多种工作状态、提供坐席电话多种应用和班长功能,制定客户关系管理、工单管理等子模块,全面详实的统计分析功能,为构建呼叫中心提供一个可参考的模式。

This paper designs an integrated technology of IP based on softswitch call center, the CTI server for the call processing core, supports, for multiple signaling access protocol, achieves full IP system architecture based on IPIVR, ACD and other components, the development and application of the system, provides a variety of operator application and monitor function set a variety of agents working state, customer relationship management, industry, development order management module, statistics and detailed analysis, provides a reference model for the construction of call center.