Design And Implementation Of SIP-based IP Call Center

Call center is a customer call handling system which is based on modern communication network, As the rising quality for calling and the diversity of calling needs, traditional call center can no longer satisfy the customers, the modern IP call center has come out, it integrates voices, data even business procedure in one system, and substitutes the IP PBX for the expensive ACD system and CTI server, IP PBX is the core of call center which brings the new functions and the flexibility for it.Through my consulting abundant technological literature, this paper gives us a simple introduction, analyses the developing progress, emphatically discusses the advantage of IP call center and the main parts of IP call center and analyses the status in quo of it.This paper brings forward the SIP as the signaling control protocol, it can create, alter and terminate a session; and the SDP for session discussion; and the RTP/PTCP for transporting the multimedia data flow. This paper gives us an exhaustive explanation.The signal and media transportation of SIP-based call center is designed based on open-source PBX Asterisk, Asterisk is an IP PBX. This paper presents thoroughly the architecture of Asterisk and pinpoints the main parts of it.Before the whole design work, this paper firstly analyses the demands of a typical call center. Then brings forward the design, a brand-new B2B UA call center based on IP PBX, and analyses this B2B UA thoroughly. Based on the whole design work, this paper also designs the modules of SIP-based call center, and implements the modules of call center and additional functions like statistics and management.Finally, this papers gives a testing scenario for SIP-based call center, tests it functionally. After summarizing the work that have done, this paper gives us an expectation of future work.