The Desigh And Implementation Of Soft Agent In Call Center Based On H.323

The new generation VoIP Call Center calls for new demand for ability of distribution and faster development. The paper presents a solution of mid-ware for soft agent in VoIP call center. It deals with calling operation and application operation simultaneously based on soft-switch and H.323 protocol.Agent is the core component of the VoIP Call Center, it deals with the customer's demand through voice communication. The design is the new way for implementation of agent which needs no telephone or switch.To begin with, conception related to VoIP technology was given, and comparision between traditional call center and IP call center were also mentioned. After demand analysis, a plan based on soft switch and H.323 protocol which can process telephone traffic and business simultaneously was given. The implementation included ordinary agent and monitor agent.Mid-ware technology has facilitated the development of the call center. The paper presents a solution of mid-ware for soft agent in VoIP call center. It deals with calling operation and application operation simultaneously based on soft-switch and H.323 protocol. Also the system can be used in different operation system. The result shows that the method improved the efficiency and flexibility of the agent. Advanced upgrades of the system are more facilitate, and the design is more reasonable. The new plan also contributes to the balance of the task distribution of the entire call center and the performance of the call center has improved significantly.This paper also focus on customer needs and business needs to make improvements to the agent system. The improvements will be specified.Finally, the agent system is tested completely and the testing result is analyzed.