Study And Implementation Of ICALL-ALDP, An Application Layer Development Platform In Call Center

With the continuously expand of software application in industry field, what customer really need is not only a application software just adapt to a specified function, but also a development platform or development environment adapted to a species of function. In the field of Call Center, customers need urgently a specified development platform for Call Center application layer, which is based on current Call Center application layer and support to holistic integration, shortcut development and flexible expansion.Based on the deeply study of iCALL system application layer, this paper presents an Call Center application layer development platform, iCALL-ALDP, which is based on iCALL system. By adopting the layered architecture, two-lever state machine, message queue based Publish/Subscribe Pattern and rules expressed in XML, by using technologies involved in ActiveX, XML and distributed components, iCALL-ALDPprovides application developer with supports as rule-based flow process, asynchronismand concurrent message process, external system communication-oriented protocol-transform , and dynamic expand of components. The core components include Soft-Phone component, protocol transformation component, administration and configuration components and support for B/S business process system. So, It shields the heterogeneity of background systems. iCALL-ALDP makes it easier and more efficient for application layer development in iCALL system .