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

The new generation VoIP Call-Center calls for new demand for ability of distribution and faster development. The paper presents a solution of mid-ware for soft agent in VOIP call center. It deals with calling operation and application operation simultaneously based on soft-switch and H.323 protocol.Agent is the core component of the VoIP Call-Center, it deals with the customer's demand through voice communication. The design is the new way for implementation of agent which needs no telephone or switch.Then a special kind of agent is introduced which is called supervisor agent. It is used for managing and supervising the other agents. It makes the agent system more stable and more efficiency, it also improve the using of call center.A way of improvement for agent is discussed. The Mid-Ware for Agent is introduced. The designing plan has been implemented, and a demo application program is designed for testing the facility of Mid-Ware for Agent. A control package was used to conceal communication protocol as well as business logic, making the core of control layer more transparent. The mid-ware provides various interfaces for developing an agent software, and it even can be binded to website to realize the function of soft agent.Finally, the agent system is tested completely and the testing result isanalyzed.