Design and Realization of Call Center System based on H.323

Author

Peng, Zhang ; Yanbin, Zhao ; Jie, Hao

Author_Institution

Shijiazhuang Railway Inst., Shijiazhuang

fYear

2007

Abstract

VoIP which transmits voice over IP will be the basic technology carrying voice through telecom network in the future. Using the designing model of traditional call centers for reference, authors design the model and framework of VoIP call center based on H.323 and realize it through Softswitch. Compared with traditional call centers, the system designed has several advantages such as replacing costly Private Branch Exchange (PBX) with a software Softswitch, supporting both Public Switched Telephone Network (PSTN) and Internet connecting. In addition, it gets rid of the limitation of space to support distributed agents. It can transmit voice, video and instant messages, implement Text to Speech (TTS) and Automatic Speech Recognition (ASR).

Keywords

Internet telephony; call centres; software agents; speech recognition; H.323; Internet; Softswitch; VoIP call center; automatic speech recognition; call center system; instant messages; private branch exchange; public switched telephone network; support distributed agents; telecom network; video messages; voice over IP; voice transmission; Automatic speech recognition; Control systems; Educational institutions; IP networks; Instruments; Internet telephony; Protocols; Rail transportation; Speech synthesis; Videoconference; Call Center; H.323; Softswitch; VoIP;

fLanguage

English

Publisher

ieee

Conference_Titel

Electronic Measurement and Instruments, 2007. ICEMI '07. 8th International Conference on

Conference_Location

Xi´an

Print_ISBN

978-1-4244-1136-8

Electronic_ISBN

978-1-4244-1136-8

Type

conf

DOI

10.1109/ICEMI.2007.4350630

Filename

4350630