基于SIP协议的网络呼叫中心的设计与实现

Design and implementation of network call center based on SIP protocol

传统的呼叫中心已经不能满足音频视频和数据融合的趋势,通过对呼叫中心功能分析和研究,以VoIP(Voice over IP)技术为基础,提出了基于SIP通信协议及FLEX技术的网络呼叫中心,设计并实现了呼叫控制功能和语音、视频、文字等通信方式以满足用户对于多种通信方式的需求,具有良好的实用性。

The traditional call center has not meet the trend of audio video and data fusion, through the call center function analysis and research, based on VolP （Voice over IP） technology, this paper proposed based on SIP protocol and the Internet call center of FLEX technology, designs and implements the call control function and voice, video, text communication mode to meet the needs of users for a variety of communication, has a good practicability.