The Design And Implementation Of Multimedia Interactive Module In Cloud Contact Center System

With the development of society,enterprises pay more and more attention to improve their own sense of service.Undoubtedly,call center system play an important role in business services.Most of the traditional call centers are built by themselves.And the numerous defect,such as the long construction period,the high maintenance cost,the inflexible system expansion,and the limitations for agent staff and so on,have been the pain point of the call center system.The development of cloud computing technology and the gradually landing of cloud computing system,provides a favorable condition for the deployment of call center system.The biggest advantage of the cloud contact center is the elastic resources.Tenants can apply for expanding or reducing the size of the call center system according to their own needs,and the construction period is short.After the configuration is completed,they can be put into production environment.The contact center provider is responsible for the system maintenance.Especially small and medium enterprises tenants,do not need to invest in the maintenance of capital.This paper is combined with the actual project,in which we developed a cloud contact center system.This system uses Free SWITCH an open source software as the soft-switch platform.The modules,controlling status and provision of service,obtain calls or session interaction status by subscribing the Free SWITCH events,and control the status by issuing the appropriate commands.The multimedia interactive module in the contact center includes a multimedia workbench for the agent,and an IVR(Interactive Voice Response)system for processing the customer's telephone access.This system uses the combination of XVP(X Voice Portal)module and Free SWITCH to implement IVR functionality.This paper introduces the design and implementation of the agent-side multimedia workstations,the IVR systems which supports multi-tenant and multi-process,and a optimization scheme for Free SWITCH play audio file to improve the system performance.Firstly,this paper introduces the function of multimedia workstations,and explains in detail the design principle and system framework of the workbench.And every part of the framework is given a detailed design and implementation of the program.Secondly,this paper introduces the function and design of XVP module in detail,including the overall framework,the operation process as well as the IVR process file based on XML description language.And the realization of the design scheme are described in detailThen,this paper analyzes the implementation scheme of Free SWITCH original playing audio file in detail,and the performance problem of this scheme in detail.Put forward three optimization schemes and compares the feature of them in this section.And we select and achieve one scheme by programing which is most suitable for this system.Finally,the article has tests on the function or the performance for each part,and has the detailed analysis to the performance test result.After Free SWITCH optimized,for PCMA encoding,the system concurrency is increased by nearly 1.5 times,for G.722 encoding a 2 fold increase,and it is important that the system is more stable than before.At present,the optimized system has been deployed and used in the actual production environment using PCMA code.