The Improvement And Optimization Of Gatekeeper And IP-IVR Based On H.323

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. IP Call Center, a combination of VoIP technology and Call Center technology, has many advantages, for example, low in price, simple and open, and will be the trend in the development of Call Center. Now more and more commercial and scientific research institutions have engaged in the research and development of IP Call Center.Call Center based on H.323 protocols is one of the promising applications, which has changed the traditional Call Center. The new one include 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 attracts more and more enterprise and people.Firstly, the paper introduces the background of the object which has done by author and the tasks done by author. Then, it presents ITU-T's H.323 protocol stack, additional businesses, architecture of H.323 and other VOIP protocols simply. After that, the papers show the introduction of next generation call center with which traditional call center compares and describes the importance of gatekeeper and IVR in next generation call center system. The concern of this paper is about the improvement and implemention of gatekeeper and IVR based on H.323 protocol. In the forth chapter, it shows the structure of gatekeeper program, and then focuses on the routing module and cascade module which is improved and implemented based on the concrete application by author. In the fifth chapter, the paper introduces the architecture of IVR, and then focuses on the improvement and implement ion of call control layer and application control layer. besides, the analyses of vxml configurable file impels the whole program to generate a good business standard. And this criterion also supports the high level business development well.Finally, this paper shows a detailed description of test on improved gatekeeper and IVR in the situation of simulated call center system, and the results achieve the target. Nowadays, the tow programs has passed tests and apply in HuBei Postal Company call center which called 11185 hotline.