The Switchboard System Design And Implementation For Small And Medium Sized Enterprise

With the continuous development of enterprise and business expanding,the small and medium sized enterprise needs to establish a set of effective communication channels and methods.The traditionally is to construct the enterprise switchboard call center by the enterprise itself.If the construction use solid hardware manufacturers,is bound to bring great construction and maintenance costs.Otherwise using the small manufacturers,the reliability can not be guaranteed.This paper focus on that point how to construct a low and reasonable cost,with reliable platform,can well solve the contradiction between the small and medium-sized enterprise's basic operator function and cost.At the same time solute the operation and implementation of the enterprise switchboard system.Firstly,this paper analyzes the present situation of basic techniques what the construction of a set of enterprise switchboard systems,which specially for the small and medium sized enterprise,are needed such as CTI technology,current situation of the definition and history of the development of IVR,the definition and history of Voice XML technology,and set up a simple Voice XML sample preparation.and summarizes the construction scheme of enterprise switchboard system.Secondly,this paper mainly to the construction of enterprise switchboard system and analyzes the architecture with the needs of the design,including the system overall demand,and the sub function modules of the system are divided into segments,for the enterprise switchboard portal subsystem,enterprise voice self-service process subsystem and enterprise customer service agent subsystem,and the design of the system security and system architecture.Thirdly,this paper designed enterprise switchboard portal subsystem,enterprise voice self-service process subsystem and enterprise customer service agent subsystem and also including subordinate modules.Fourthly,this paper from the actual application scenarios of the enterprise switchboard portal subsystem,enterprise voice self-service process subsystem,the enterprise operator agent subsystem made the verification in sequencely,and answer the problem before.Fifthly,at the end of this paper made a summary and outlook on the enterprise switchboard system.In this paper,using object oriented method,through the analysis and design of the system,realizes a set for switchboard system for small and medium enterprises,and verified the design and development of ideas and the feasibility of the system.And through the enterprise switchboard system solves a series of problems for the medium and small sized enterprises.