Research And Implementation Of Next Generation Call Center Based On Softswitch Structure

From the beginning of 21 century, call center in China has developed very fast. Besides telecom and finance, it has been gradually applied in many other domains such as politics and energy. At the same time, the combination of PSTN and IP network has made the traditional telecom industry change greatly. In order to adapt the transformation, NGCC which based on the softswitch technology was invented.The structure of NGCC could be divided into three layers: the access layer, the service support layer and the application layer. This paper has analyzed the main function of the devices in each layer, researched the call control and resource distribution process of NGCC, provided the softswitch target network project base on the analysis of PSTN's present situation. Meanwhile this paper has given the double platform structure and the inside network of NGCC, advanced the call route adjustment policy when one of the platform is down. Furthermore, it has designed the hot switch of the NGN access part, visit control of the internet exit part, access project of the remote telephonist and system security plan.Shanghai Telecom has used the NGCC technology from 2007 in many projects, such as Besttone call center, 10000 call center, Expro hotline and 112 hotline, summarized experience of the construction and maintenance and achieves very good results.