The Research Of A Multifunctional Call Center System Based On Web Services

Call Center is a typical CTI (Computer Telecommunication Integration) technology integrating voice, video and data, aiming at fast and efficiently transmission over the public communication network.Nowadays it is the fourth generation of Call Center. There are two key technologies improved greatly in the fourth generation of Call Center. One is Internet integrated into connection methods of Call Center. The other is the application of multi-communication media. With the development of technology, Call Center becomes an interactive integration combined network, pictures and words, voice, video and other media.Taking the rebuilding project of 12365 Call Center in a province as a research background, this thesis discusses deeply about integrated application of Internet, Call Center and multi-communication media, and brings a new operation mode and system architecture of Call Center based upon Web Services, emphasising the combination of Call Center and networks. The thinking of flow combination and the integration of data and systems is showed. On the basis of 12365 Call Center in a province, a practical, advanced, open and steady Call Center system which is based on Webservice, is designed.The thesis analyses the design and realization and describes system structure, functional interfaces and data flows of the above mentioned Call Center based upon Web Services.