Optimization Of The Western Securities Co., Ltd. Call Center System

The Call Center is a voice operations environment that provides a full range of high-volume, inbound or outbound call-handling services. With the push of communication technology and the enlargement of business areas, the problem that is to separate the call control from the transmission and application must be solved in the Next Generation Network. The concept to separate business from call control and transport from access was realized in the way of Soft Switch. Therefore, it is one of the key technologies that construct the architecture of the Next Generation Network.Based on the Soft Switch and VoIP technology, one solution was raised to upgrade the existing Call Center of the Western Securities Co., Ltd. The Call Center, Soft Switch, VoIP technologies were being reasearched in this thesis. According to discipline of "call and media are Individual", "business and management are individual" in Soft Switch, the hierarchical architecture of Call Center was redesigned. A new architecture of call center was rebuilt by changing the current hierarchical architecture, adding multiple Gateways and implementing Soft Switch and VoIP function. It allows the system to be flexibly extended, support distributed management and multi-service. In the end of thesis, some methods to resolve problems in new architecture, and describing the implementation of whole system were provided.