FreeSWITCH Based Call Center Design And Implementation

Competition among enterprises is undoubtedly modern information, the level of information has become the new standard measure of corporate value. Call Center as one of the basic platform for enterprise information technology, its role is increasingly important. However, the traditional call center services is single function, and the dependence on the people is relatively high, increasingly unable to meet the demand for high-quality service. With the all-IP-based NGN network carrying progressive framework established SIP protocol communications and soft-switch technology, high degree of automation of the new modern call center is the future direction of the call center. FreeSWITCH softswitch-based call center platform, not only solved the board type of call center capacity is limited by the hardware board access issues, the board also has a simple type of call center system architecture, deployment flexibility, and low cost.This paper describes the open source soft-switch platform-FreeSWITCH’s system architecture and function realization. Depth analysis of the SIP protocol specification, and grabbed SIP communications package through experiments on SIP call flow and communication performance. Finally, the call center is designed and implemented an experimental system as the background of "Communication Engineering Teaching Service Portal", which has a voice switching, media processing, conference calls and other functions.Call center consists mainly of Communication Engineering Introduction, Teacher Introduction, Undergraduate Education Consulting, Search Number and Telephone Conference and so on functional requirements, detailed design of each functional module process and interface, based API interface specification provided by IVR, ACD, Conference generic module."Communication Engineering Introduction: and "Teacher Introduction" module implements interactive voice playback,"Undergraduate Education Consultation" module implements calls ordering and dispatch agents to artificial means to provide advisory services;"Search Number" module implements automatically transferred to the destination contact, so the user can get in touch with destination contact without knowing their detailed contacts,"Telephone Conference" module implements the call on hold and conference recording, convenient after collating information, also carried out code testing and performance testing both at the module level and system level. FreeSWITCH-based call center experimental system there are limitations in availability and scalability, follow-up work will make it perfect.