Desine And Implementation Of Call Center Based On Virtualization Technology

In recent years, with the fierce competition in the market, more and more companies use Call Center as a bridge of communication between company and their customers.Call Center Technology become a much more advanced in recent years along with the development of Internet and telecommunication technology. The core of it is CTI technology, which can be a complete information service system with the combination of voice technology, computer network technology, Database technology, etc., to provide effective customer service to target customers.Virtualization technology is a method of running multiple independent systems on single physical equipment including server, PC, storage and even network switch. By means of virtualization, it can reallocate the resource on the physical equipment and hence it can achieve the purpose of fully utilizing the resource on the physical equipment. Virtualization technology is now more generalized refers to server virtualization technology. In recent years, with the continuous development and broad use of server virtualization technology, virtualization became a trend in server infrastructure. More and more enterprises use the virtualization infrastructure to replace the existing IT system so as to share resource and gain centralized management.This thesis, first and foremost, for the current status of call center of N company, focus on the analysis of the hardware resource of call center system. It could fulfill the need of enhancement of the resource utilization, reliability, business continuity and the effectiveness of management of the whole IT platform in order to improve the current low utilization of resource and decentralized management. With the server consolidation and virtualization technology, it could consolidate and optimize the resource on current call center servers. Secondly, under the conditions of the guarantee of servers' stable operation, it could consolidate the multi-system servers to a single server with multi-functions to decrease costs and increase efficiency. According to the actual constructing situation in call center system of N company, this thesis designed a total virtualization infrastructure solution in order to optimize the server utilization and enhance system reliability and business continuity. Finally, it not only could provide a good solution on using virtualization technology in future call center system, but also can provide a solution on PBX configuration in the area of voice switch system.