Research And Design On Predictive Outbound Based On SIP Protocol

Call Center is an integrated information service system on the basis of typical Computer Telephony Integration technology. It is an offspring used for calls which plays an important role in customer service, marketing, technology supporting and other special commercial activities. In these years, with the popularity of network and improvement of the Internet, multimedia communication technology has been rapid and extensive development. In this situation, SIP, an abbreviation of Session Initiation Protocol defined by IETF, appears as a better solution than the H.323 used in IP phone system.This paper researches mainly predictive dialer systems based on SIP protocol in Call Center. Predictive dialer system based on IP technology greatly promotes actualization of actively marketing tactic and service of telemarketing in Call Center. Predictive dialer subsystem is a leap in Call Center Dialer system . It enhances differentiation ability of calling outcomers, predicts manpower agent's vacant state. On the basis of these, engine module of dialer system controls background module to initiate actions, and this kind of dialer system has the highest efficiency of calling. Most of the IP phone system is based on the H.323 protocol suite. H.323 follow the traditional telecommunications network operation and management, the more complex the agreement itself. However, IP telephony is inevitable when applied to existence of defects. The application of the simple and flexible SIP gets over H.323 defects. It supports the newer generation predictive dialer system applied to the distributed Call Center.This paper introduces the research and design of the predictive dialer system based on SIP, and then introduces VOIP technology, SIP protocol and SDP protocol, a comparison of H.323 protocol with SIP protocol. Then, an introduction of design and implement of dialer system. Finally, an introducution of the challenges and prospects of SIP.