The Implementation And Improvement Of Soft Agent In Call Center Based On H.323

The fourth generation VoIP Call Center almost applies service for Internet. Its function and applications are more powerful and extensive. Meanwhile, it calls for new demand of the ability of distribution and faster development. The paper summaries my research during my graduate, and presents a solution of soft agent in VoIP call center based on H.323 protocol.To begin with, detailed conception related to the fourth VoIP technology was given. After feasibility study and demand analysis, a solution based on soft switch and H.323 protocol which can process telephone traffic and business simultaneously was given.This system uses the thought of dividing layers in structure which can separate the low layer communications from up layer applications, and middle layer is used to communicate up with lower layer. Thus, It can deals with calling operation and application operation simultaneously which based on soft-switch and H.323 protocol. The system also can be used after different operation systems. The results show that this method improved the flexibility and efficiency of the agent. Meanwhile, advanced upgrades of the system are more convenient, and the design is more sensible. The new design also contributes to the balance of the task distribution of the whole call center and the performance of the call center has been improved significantly. This paper also focused on the customer and business needs to make some improvements to the agent system. The improvements include monitor funtion,artificial operating and phone queue gaining and revising.Finally, the whole agent system is tested completely and the testing results are analyzed.