Analysis, Design And Implementation Of PBX Call Center

A call center system based on PBX (Private Branch Exchanger) is designed and developed in this paper in order to meet the demand of building up a problem solving center of China Mobile ShanXi department, and the related technologies are discussed and studied such as TAPI, CTI, Call Center, IVR and ACD.At first, the architecture, design and deployment of call center system based on PBX are discussed in this paper. The implementation of user-defined protocol is introduced also. Then, all modules of the call center system are discussed, include of CTI (computer telecommunication integration), ACD (automatic call distribution), IVR (integrative voice response).In discussion, the architecture and design of CTI is introduced at first. And implementation of CTI based on Observer design pattern and module programming are introduced also. At second, the architecture of ACD is discussed, and some call routing strategies are introduced. The implementation of user-designed module based on State design pattern and DLL is described too. At third, the architecture of IVR is discussed, and the implementation of IVR based on XML and the theory of finite automatism is described. At the end of the paper, the call center system and ACD are tested. And the results of tests are analyzed.