Research On Multi-connection Service Platform Based On CTI And Softswitch

The research and design of customer service center is the hotspot subject in the CTI technology field. With the development of CTI,communication,network,multimedia and distributed compute technology, new type connect center will appear one by one. At present, multi-connection and distributed service center represent the direction of customer service center development. Because connect center mainly serve for the enterprises in all industry, the enterprises' demand of management and service level is the source of development driver of connect center. As result, the new research topic is put forward to improve the performance of multi-connection service center platform.Connect center has become the information platform to converge tradition PSTN with packet network. But Softswitch architecture is too hugeous to implement. Combining with CTI technology and letting connect center to be its application cut-in point, Softswitch will find its application case and integration point. In this paper, the mainly content is to research the theory technology of integrating CTI with Softswitch and design the multi-connection service center platform based on CTI and Softswitch technology.In this article, call center and CTI technology,NGN system structure and Softswitch technology are described in detail , the domain framework of multi-connection service center platform based on CTI and Softswitch technology is discussed. And then the system structure of multi-connection service center platform is put forward. At last, How to realize VoIP gateway and IVR platform is described.