The Research And Implementation Of Gatekeeper And Auto Call Distributor In Call Cener System

Vo VoIP technology is an extremely important application in Next Generation Network (NGN).Nowadays, the system of controlling signal including H.323 protocol series of ITU-T and SIP protocol of IETF is acceptable. The H.323 protocol defines the multimedia communication protocol and procedure based on Internet or other packet network without service quality assurance.Call Center based on H.323 protocols is the one of the promising application, which has changed the traditional Call Center. The new one include the all kinds of devices, such as gatekeeper, auto-call-distributor, CTI-Server, IP-IVR, agent, database. The system's advantage of low-price and distributed topological structure attract more and more enterprise and people.The first three paragraphs of this paper introduce the related concept of VoIP technology, the transition from the traditional to the new, the architecture of call center system and the function of the different devices.The following three paragraphs of this paper mainly focus on the analysis, design and implementation of gatekeeper and auto call distributor in the application. It provides the call procedure, the data structure of interface, the flow chart of main components and others that should be paid attention to. The important point of this paper is the communication procedure between gatekeeper and auto call distributor in call center system. It describes the call-signal route through gatekeeper and the policy of distribution and queue-waiting in ACD. It also sets up the message mechanism between GK and ACD, meanwhile it preserves the interface for future extensive services.At the end of this paper, the test of call center system is designed in LAN and according to the queuing principle it is validated that it is true. At last, it looks forward to the development of call center system in the future.