Design Of The Distributed Call Center ACD

The call center is a traditional PSTN-based call center is in the PBX that is established on the basis of the switch. However, the traditional PBX with the specific technology, lack of openness and standardization, and expensive, the most critical is the relative concentration of technical requirements for space, equipment, closed with a strong, can not be reused within the enterprise network, etc., the above Various reasons can not meet enterprise expectations for lower operating costs. With the computer and communication technology continues to evolve, the traditional call center to promote a new form - distributed call centers to bring an opportunity to solve this problem.First, the paper briefly introduces the SIP protocol, SIP protocol works, and how the SIP protocol to establish, modify, terminate the session, and a simple description of SIP-based IP call during a call. According to the characteristics of SIP protocol, to consider whether to support SIP call control protocol, ie whether to support the SIP protocol adapter, help, answer in other call control functions, to build a distributed call center platform; design of a number of development agreements, which To achieve the state of the agent to query, routing the call distribution and other business functions.Secondly, based on finite state machine theory, object-oriented technology, through the State design pattern, abstract seats out of the soft phone model; network ACD call routing module distribution mechanism was designed, and then robbed the business process layer scheduling algorithm Token-based round-robin scheduling algorithm, the number of service-based scheduling algorithm, scheduling algorithm based on service skills, a detailed description of the design; introduced the network layer software architecture ACD module: network communication layer, business process layer, GUI layer; on network communications layer Qt signals and slots mechanism based on the realization of the business process layer, then road design and function of the log implementation, GUI layer based on Qt signals and slots mechanism and multi-threaded, and the realization of the functionality provided, for a simple introduction.Finally, the soft phone module and the network agent ACD module design the test program were tested, and test results were analyzed.