The Research And Realization Of Campus Call Center Based On IP-PBX System

With the development of economy, more and more enterprises have realized that the competition in the market does not only exist in the product quality, product price, gradually form the product into serve as the center stage of the competition. Making use of communication technology and computer technology as a modern method services for users, call center has been more and more attention by many enterprises. With the development of business and technology, the traditional Call Center is no longer able to meet the needs of enterprises, and the technical framework has been changed several times.At present, the call center has advanced to the fourth-generation techinical architecture based on IP technology, known as IP Call Center. IP Call Center compared with the traditional call center can provide voice, SMS, E-mail, FAX and other services. Based on IP technology can achieve the distributed seat of call center. In recent years, many enterprises have established IP Call Center. But there isn't a general solution for call center of educational institutions. Therefore, it has becomed a very urgent need that develop a call center suitable for universities.Firstly, the paper studied the knowledge of call center, investigated the concept of call center, architecture, components, and its technical development phase. Focus on researching the content of IP Call Center and key technologies, to necessary reserve knowledge for design and implementation of project. Then based on a specific project, the paper discussed the design of call center based on IP-PBX system. After analyzing the demand of system, we raised its objectives and principles, and defined its technical framework and major functions. After that, analysised and designed the IP-PBX communications systems and business applications platform of call center, the two major components of the functional modules. Then, we explored the system and described the specifically implementation method of the IP-PBX communications systems and business applications platform. Finally, summarized this paper, and pointed out that call center based on IP-PBX system direction of further work.