Research On The Use Of SIP Procotol In The Calling Center

With the rapid development of internet, people’s requirement of merging data, video andvoice are becoming stronger and stronger. As the core technology of Unified Communication,VoIP technology becomes one of the most popular topic in computing and telecommunicationfield. Now SIP protocol is one of the most popular VoIP protocols. It is used to control signal,include establish, modify, cancel and maintain process. In most call center, traditional PBXsalways play a very important role, but the traditional PBXs are based on private technologyand lack of open technology standards, have shortages in flexibility and extensibility，needshigh cost for maintenance and upgrade。 With the development and mature of SIPtechnology，IP PBX will play an important role in the telecommunications future.In this paper, it illustrates the introduction of VoIP and the background of call centerdevelopment. The emphasis of this paper is the illustration of upgrade, test and estimate ofprivate voice network based on SIP protocol. And last, we have some research about SIPapplications in call center, like SIP terminal, SIP trunks and IVVR etc.Fortunately, I attended the transformer of traditional PBX to IP PBX, and experience thebenefits of IP PBX, I summarized some application of IP PBX in call center, and as the basisof this paper.