Design And Implementation Of Unified Communication Platform Based On SaaS Technology

Call Center is a way for enterprises to provide services with communication and computer technology. The demand of enterprise Call Center for the integration of multiple communications is growing strongly. Consequently, Unified Communication is evolving and widely used. Compared to the traditional software model, SaaS (Software as a Service) model can meet the rapid change in users'demands, which has advantages of easily to deploy, conveniently to maintain and low cost. A new solution for Call Center with SaaS and Unified Communication technology has been presented in this paper.According to the demands of enterprises for Internet Call Center, multiple communications such as audio, video and instant message are implemented with VoIP (Voice over IP) based on SIP (Session Initiation Protocol). SaaS requires that the platform can be accessed through Web. In order to meet this requirement and ensure good human-machine interaction, Adobe's Flex is selected to develop the agent client. The open source sipXecs system is selected as the SIP server of the platform. Then, the SIP User Agent is developed with the open source SIP stack MjSip, which will run in Red 5 streaming media server. The design and implementation of the three modules, the agent client based on Flex, the SIP User Agent based on MjSip and the SIP server sipXecs, is involved in this paper.Finally, the platform is deployed, and its functions are tested by a whole call processing. The Unified Communication platform based on SaaS technology can meet users' demand for Internet Call Center, which is accounted for by the practical tests.