摘要
开发出能够适应新型呼叫中心的座席平台成为VOIP应用领域的一个新课题,基于这种考虑,提出了一种基于H.323协议栈之上,将语音通信逻辑和业务逻辑封装在一个通用的中间件的方法.描述了系统功能和系统结构,并最终实现了可以同时处理话务和应用业务的纯座席软件平台.
Developed to adapt to the new agent call center voip application platform has become a new topic in the field,based on such considerations,a method is presented that based on H.323 protocol stack and voice communication logic and business logic encapsulated in a common middleware.This paper describes the system functions and system architecture.Ultimately,the system can handle both voice communication and application business software platform for business-only seats.
出处
《北京工商大学学报（自然科学版）》
CAS
2009年第6期37-39,65,共4页
Journal of Beijing Technology and Business University:Natural Science Edition
关键词
座席
呼叫中心
VOIP
H.323协议栈
agent
call center
voice over internet protocol
H.323 protocol stack
