The Design And Implementation Of Real-Time Fax System In IP Call Center

Along with the global economy rapid development, more and more enterprises already realized that, the market competition focal point from the product quality, the product price started to change over to take serves as the central competition stage. The call center is unifies coordinated the personal computer and the telephone and thus enhances the enterprise the grade of service to produce the huge value customer service system for the enterprise. Therefore the call center was considered is effective method which the future will compete subdues, thus favors by more and more many enterprises.The real-time fax system is the important constituent in call center, it has provided the fast and convenient fax communication services for the customer, especially for enterprise customer which has a big demand of fax. Because of the comparatively lower costs and numerous present fax users, the FoIP holds the fairly marketing competitive ability.This paper summarizes the author's research achievements and experiences gained in IP Call Center System based on H.323 protocol project and Real-time fax system project. And it gives an in-depth study and detailed analysis of the theory involved and implementation technologies of Fax over IP system. The main points are as follows: the H.323 terminal handles the call process of the fax communication, and the interaction with other part of the Call Center, like GK and ACD; the fax control part based on T.38 protocol handles fax receiving/sending of the fax communications. The system is an real-time software-only architecture, and successfully embedded in the original call center system, saves the customer's hardware costs.After the system development completes, has carried on the related test work to the system, finally put forward some proposals to the system further consummation.