Design And Implement Of The Distributed Call Center

Call Center, also known as Contact Centre, which utilize computer technology and communication technology , optimize information processing and logistics to achieve communication, command and service . The traditional call center is based on PBX (Private Branch Exchange) , thanks to special technology, so the traditional call center is expensive ,lack of standards and lack of openness, it is difficult to meet the business needs of the low cost. With the development of computer technology and communication technology, the distributed call centers came into being.In this thesis, we research on call centers, introduce its definition and characteristics.Then study the SIP protocol,analysis its principle,analysis the establish of the protocol, how to modify the protocol, how to terminate the session and so on, analysis the IP calls based on SIP. Design the overall program of the distributed call centers, design the function of the system, to build the system platform.Secondly, according to the object-oriented method and finite state machine theory, the soft seat phone model is designed using the State design pattern, and designed the call routing allocation mechanism of ACD system, research the related scheduling algorithm, such us grab scheduling algorithm, polling scheduling algorithm.Analysis and design the network layer software architecture ACD module: network communication layer, business process layer, GUI layer, for network communication layer,implement the design based on Qt signals and slots mechanism,for business process layer,realize the design of logging road, for GUI layer, realize the design based on Qt signals and slots mechanism, design the multi-threaded. Finally, test the system, design the soft agent phone module and ACD and modules, and analyze the test results.