The Improvement Of Gatekeeper And ACD Software As Well As Server Product Deployment For Call Center

IP call center is increasingly attracting more and more enterprise customers because of its relatively small investment, good scalability and flexibility. In this paper, a distributed software-only call center system is introduced as an instance of new generation of call center applications, which is on the basis of matured VoIP technology-H.323, composed by gatekeeper, automatic call distributor (ACD), interactive voice response (IVR), multipoint conferencing unit (MCU), agent terminals, back-end database, web application server and so on. The improvements on the gatekeeper and ACD software as well as deployment of server products have been showed.Firstly, the paper introduces the source of the dissertation and tasks completed by author. Then, it presents ITU-T’s H.323 protocol stack, supplementary services as well as the architecture of H.323 and a brief introduction to other VoIP protocols. After that, this paper shows an introduction to the composition of new generation of call centers with which traditional call centers are compared and indicates the importance of gatekeeper and ACD in the next-generation call center system. The concern of this paper is about the improvement and implemention of gatekeeper as well as ACD software and server product deployment for call center. In the forth chapter, the structure of gatekeeper program is first introduced, and then it focuses on the design and implementation of routing module, cascade module and use authorization module. These three modules are improved and implemented by author for the specific application. In the fifth chapter, the paper first introduces the overall structure of ACD, and then highlights the improvement and implement ion of seat agent management and call control management. In the sixth chapter, it first analyses a demand for the improvement of server product deployment, and then highlights the project design of installation package.Finally, the paper describes in detail testing on improved gatekeeper and ACD as well as product installation package in an environment of simulated call center system to conduct functional testing, including a simulated pressure testing for gatekeeper application, which all shows the desired objectives have been achieved basically. Nowadays, these three products have been put into use in serveral projects.