Call Center Integration Scheme Research Based On The IPCC

So far, call centers in our country generally adopt the traditional TDM-basedqueuing machine technology. Due to its insufficient support for the broadbandmultimedia services, this technology can’t satisfy the requirements of digitizationand broadband requirements for the evolution of the future network, it limits therequirements of multiple services as well. With the rapid development of NGNtechnologies，IPCC (internet protocol call center) has been getting more and moreattention from the industry insiders. Each communication company puts forwardvarious solutions to deal with the issues exited in the PICC. IPCC system is mainlymade up of media access layer, media adaption layer, service support layer andservice implementation layer. Each layer cooperates with each other to realize thefunctions of IPCC system such as calling in, calling out, switching over, serviceprocessing and so on. Considering the features of IPCC, a call center integrationscheme based on IPCC is studied in this paper. To realize the call center’stransformation from the single voice access to the media access, the IPCC platformis brought in, on the basis of the traditional call center access platform. Combiningwith the idea of separating services and switching, a new call center platform isdesigned as IPCC is available for NGN. This platform makes both service layer andservice support layer are independent of the network layer, which enables operatorsgenerate and modify their services according to the specific requirements, and allthese lead to a higher openness and scalability. To carry out the functions such asswitching over, services allocation and data sharing, a network call routing center isestablished in the scheme, along with a switching solution of disaster recoverybetween the two systems. Meanwhile, the service systems of the old and newplatforms, like sharable database, IVR, knowledge base and workflow are integratedto achieve the convergence of broadband call center and narrowband call center.Focus on the system integration scheme of the IPCC, this paper has mainlycompleted following works:(1) The research in the principles, key technologies and developing status of thecall center.(2) The analyze of system functions, network structure, call processing,networking scheme and system security of the IPCC, and the argument of the reliability of IPCC and feasibility to support media services. The implementability ofapplying IPCC platform to the NGN is further proved as well.(3) The realization of the interconnection between the traditional platform andIPCC platform by establishing a network routing center.(4) A research on the system integration scheme due to the specific demand andnetwork status of a company.