Research And Implementation Of Carrier-class Multimedia Call Center

The Call Center has boomed recent years as the result of the economy globalization and the development of CTI and Internet technology. Based on the beijing telecom bureau's call center, this paper described the history and present conditions of applications of call center, discussed the call center's solution in details, including network structure, resource plan, software design, and so on. The most important module, IVR and CTI system, were analyzed. Taking advantage of Object-Oriented technology, the main thought, system architecture and realization procedure were also included in this paper.The paper characterized algorithms of fax function, text joint; database query and fax management for IVR system. In CTI system, design and realization of CTI Proxy Server and CTI INFO were also specified.At last, in author's opinion, the maiket condition of call center, system solution, and other problems about project scheme of call center were discussed. Although there are still many problems needed to be resolved in the current application environment, the call center will be a main trend in the future and will bring a revolution to the traditional business.