The Application Research Of SCXML And IP Call Center Based On H.323

The research background of this paper is the project ?The WEB call center platform research ? , which is initiated by GuiZhou radio&TV University, the author is responsible for the IP telephone sub- system of WEB call center.This paper discusses the definition and classification of call center first, with the development of network technology, especially with the development of the Internet, the input media of call center has changed from the traditional telephone to network, which in fact is an integration of telephone, fax, IP phone, websites and e-mail. Based on domestic and international WEB call center cases study, the author discusses the requirement and practice experience in remote education and puts forward the basic modeling of the WEB call center used in provincial radio & TV University in china.The viewpoint that the IVR process-flow is a state machine already drives widespread acceptation, the solution using state chart is much easier to design, comprehend, modify and save than using script solutions, but the traditional state chart has limitation in the complicated system. Therefore, the author puts forward a model that uses the Harel State Chart to make up these complicated IVR process-flow.To carry out in action, we first want to develop a suit of process-flow development tool, based on the research of IVR process-flow design tools in common use. The SCXML as a design language of the speech process is used to describe the IVR flow chart, and then the author has carried out the SCXML script in the IP-IVR programming.This paper brings forward the distributed solution that combines low cost, expansible, easy deployment in the foundation of WEB call center modeling used in provincial radio & TV University. The main characteristics include the software IVR modeling using an open source project of H.323 implement; the VoIP gateway from public telephone (PSTN) to the IP-IVR call center; the algorithm of segment word that adopts the longest matching method and speech voice library over thirty thousands words.Then this paper probes into the theory and methods how to layout an IP call center. Finally, the author discusses the development direction of WEB call center in future.