Design And Implementation Of Call Center System Based On FreeSWITCH

With the development of telecommunication network, voice call is playing a moreand more important role in our daily life. As the most dependable contact way, it hasbecome a part of life.Call center is based on modern communication technology. It used to be simplesystem only dealing with abundance incoming or outgoing calls, but now has developedinto an information processing system which integrates more modern technologies suchas network, CTI (Computer Telephony Integration), IVR (Interactive Voice Response),SIP (Session Initiation Protocol), video communication media and ACD (AutomaticCall Distribution).Because of the high price and difficult maintenance, pure hardware call centersystem held back many companies. On the other hand, taking open source software as themain development tool, the system attracts more and more enterprises with low cost andpowerful function.With SIP as the signaling control protocol, text designs and realizes call centersystem based on FreeSWITCH. With FreeSWITH support, the embedded Lua scriptrealizes IVR voice process, XML Dialplan configuration call process control.Mod_callcenter module realizes call queuing and ACD function. Mod_cti module definesthe interface CTI call. Text-realized call centers can manage manual outbound, automaticoutbound, customer inbound, IVR and other functions. The series functions establishedcomplete, powerful and easy maintenance call center system. The hierarchical andstructured nature of the system are also liable to meet customer needs and systemexpansion.