Research And Design Of Caller Center Middleware Which Based On VoiceXML

With the further development of informatization construction of domestic enterprises, all kinds of application management software industry sprang up, meet the needs of various business application. However, the more the customer demand, the complicated the requirements are. The Customer want to implement integration with the telephone call-center system on the basis of the management software which have been deployed and carried out.At present small and medium sized call center system all set up by employing voice interface card produced by voice interface card vendors. It not only makes the construction and development complicated, but also make the development, debugging and maintenance difficult, and the process of voice call flow changing difficult by coupling the service code of the company and the underlying code of the voice interface card together. Meanwhile, with multi-channel voice interface card at the same time, the system requires concurrent processing, typically using multi-threaded programming, the implement becomes more difficult, and the integration with existing software of the enterprise become more impossible. Therefore, how to shield the underlying differences among various products of voice boards manufacturers, dynamic deployment and the change of the voice flow, integration with software of existing industry, and reduce the complexity of enterprise application system development work has become a real pproblem that call-center software developers have to face.Traditional call-center is a typical C/S structure, and it is also a typical double-layer structure, in which system deployment and flex is limited. It is not conducive to upgrade, maintenance, and system integration. This thesis analyzes the structure and function of the call-center middleware on the basis of studies on the defects of traditional call-center architecture, and designs a call-center middleware based on the VoiceXML.This middleware can shield the API voice interface card operation of voice interface card manufacturer, dynamicly change and deploy the process of voice call as well as dynamicly change the routing policy. In the design Finite state machine theory is introduced into the control of the call process, makes the control of the multifarious call process becomes simple and orderly. And puts forward the distribution strategy of secondary intelligent routing, which makes the users of the call-center can customize their call allocation strategy, And designs interface through integrating database calls, web service calls and Windows message calls with the industry software by combining functional requirements of the call-center system and business system integration.This paper also analyzes the performance test indicators of the call-center, And respectively tests the influence of shielding underlying voice boards, using VoiceXML deployment process and increasing the voice interface card on the middleware platform, and Verifies the possibility and the applicability of middleware of the call-center. Finally, implement the construction of the customer service call-center of a group by using the middleware, and the integration of call-center and the group’s internal business systems.