Research and Implementation Of Large Scale Enterprise-class Call Center
In this paper, based on analysis and research on enterprise-scale Call Center, aiming at the problems of PBX Capacity limitation and unresolved rush hours call crash, this paper proposes a new approach which puts IVR function in front of the PBX (called Pre-IVR ) to solve the aforementioned problems. It is a feasible approach to enhance the capability of enterprise-scale call center with supporting more intelligent functions, such as pre-queue, callscreening etc. Two different technology, based on traditional IN and modern Soft Switch & SIP AS, being used to implement pre-IVR are also proposed. Section Ⅲ, several typical service scenes are taken as examples, How the enhanced functions are logically integrated to carry out a complicated call flows are described in details.
Call Center (CC) Service Control Server (SCS) Integrated Gateway Function (IGF) Soft Switch (SS)
Xiaoqing Wang Penghua Sun
College of Computer Science and Information Engineering Beijing Technology and Business University Beijing, China
国际会议
杭州
英文
406-409
2012-03-23（万方平台首次上网日期，不代表论文的发表时间）