Design And Implementation Of Acd Model Based On Soft Switch Call Center

With the integration change about Voice Network, the traditional call center which mainly services for phone users cannot satisfied users for the increasingly diverse needs.A new call center system based on the key Soft Switch technology and H.323 protocol is designed and developed in this paper, and also analyzed the system structure of the traditional call center.Firstly this paper analyzed the system structure of the traditional call center. Aim at it's disadvantage, the framework of the new call center based on Soft Switch is designed in this paper. The function and roles of each module in this framework are introduced in detail. The module of Automatic Call Distribution is mainly developed.Secondly designed and developed the module of ACD, the call control functions are separated from the traditional media gateway. ACD cooperated with Gatekeeper which achieved the basic call control functions, for instance, data exchange and routing control, so that the call transfer and call control are separated in basically.Finally, the test plan is make from the module test, the framework of the system test, as well as the theory prove.