Softswitch Technology And Enterprise-level Cti Smart Business Platform Development

With the push of the development of communication technology and business.Next Generation Network must solve the question that is to separate the call control from the transport layer and application layer.And Softswitch servers as the embodiment of the thought which is separating business from call conctol and transport from access,so it is one of the key technology that construct the architecture of the Next Generation Network.The key thought of Softswitch is to make hardware soft.to realize the function of the swith's control, connect and business-processing originally by soft. Each entity goes on join and communication through standard protocol.With Softswitch it will be faster to realize all kinds of complicated protocal and even more conveniently to offer the business in the business-driving NGN.The development of computer network technology and telephone technology promote the birth of computer telephony integration(CTI) technology.The typical use of CTI is Call Center.The Call Center can not only improve the service levels of all trades and professions,but also promote the development of Custom Relation Management.so it can offer the favorable decision for every enterprise' development in the future. But the existing problems of the traditional call center ,for example,to develop a new business so longer.prevent its large-scale application.This thesis will combine the thought of the Softswitch to develop enterprised call center intelligent business platform based on Softswitch.Hope to design an open intelligent business platform which can build different business fast^ conveniently and effectivly.First the Softswitch technology is introduced,including the analyse and study to the definition function and business frame and interface agreement of the Softswitch.Then CTI technology and its current situation are discussed,and the thesis points out the existing problem of the traditional call center.thinks Softswitch is the inevitable outcome of the development of CTI technology.and puts forward tocombining the Softswitch and CTI feasibly and importantly.Applying the Softswitch to call center platform is to separate call control from PBX and business.so it will facilitate the formulation of the business,load the business conveniently and well promote the development of call center.In this platform CTI middleware is embodiment of thought of Softswitch ,so this thesis is to design the intelligent business platform of call center taking on the CTI middleware as the core.According to the principle of software-engineering design.this thesis analyses the requirement of the platform.then designs the architecture and system frame of the platform.at last it analyses two parts to realize the platform,one of which is the middleware based on Softswitch ,the other of which is business-management and business-realizing part.Because this thesis puts emphasis on the realization of the Agent software.whereas the agent software has contacts with the communication of the CTI middleware.the thesis analyses the Cf I middleware first.The access of call center platform adopts traditonal digital lining machine of PBX. CTI middleware can realize the call central to the PBX and provide the open interface for the application layer above.so it is the core of all the system.This paper analyses principly the CTI middleware from its type,system structure,control to PBX and program to agent etc.The part of business-realizing adopts 3-tier mode of computer network.that is to import database middleware-application server between client and server.which will solve the problem of communication between the client and database as the server of the agent software.Then the thesis discusses the development and realization of business software running at agent.and programs it with Visual Basic.At last, the thesis takes a soft-developing of new business for example,and indicates that with Softswitch it is more flexibily and faster to realize new business.which has important realistic meaning and economic benefits.