IP呼叫中心系统的研究与构建
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摘要
随着网络技术的飞速发展,人们沟通和共享信息的方式发生了革命性的变化。呼叫中心也有新的发展趋势,在激烈的竞争中,简单的电话支持已远远不能满足要求,现在的客户希望能够从Web协作、文本聊天或视频交流等方式中进行自由选择。IP呼叫中心突破原有呼叫中心的概念,将企业的语音、视频、数据,以至商业过程整合到同一系统中,支持多个联络渠道。由于多数功能都是借助开放标准开发的,因此,不但可以无缝地添加到结构开放、基于IP的联络中心,还可以用集成方式管理,使客户在所有交互渠道上获得一致的体验,满足客户的需要。这对于信息社会的工作方式有着非常重要的意义。
论文研究的是如何构建一个基于IP技术的呼叫中心系统,使IP网络与电话网络合二为一,实现一体化的语音服务平台。论文在分析阐述IP通信相关技术及其协议标准的基础上,采用Cisco统一通信的IPCC方案,新的Cisco IP电话技术和呼叫中心解决方案,提供了一个完整的并且是得到验证的IP呼叫中心解决方案。该方案结合统一通信的优势,改变了传统呼叫中心的通信方式,进一步与客户保持协同,为客户提供最佳的服务体验。
With the rapid development of network technology, the manner of people's communication and sharing information has changed revolutionary. Call Center has also experienced a new development. In the fierce competition, simple telephone support is far from meeting requirements, now customers want to choose from the Web collaboration、text chat or video exchanges in a free way. IP call center has breakthrough the original call center's concept, integrated the enterprise voice、video、data and business process to the same system, which can support multiple channels. Since most features have developed with open standards, therefore, there can be not only seamlessly added to the open structure and IP-based contact center, but also use the integrated management so that customers access to the same experience in all interactive channels, satisfying their needs. This is very important to the working methods of the information society.
This paper is on how to build an IP-based call center system, combining IP networks and telephone networks, to realize the integration of voice services platform. The paper has analysised on the IP communications technology and standard agreement on the basis of adopting Cisco unified communications' IPCC program, the new Cisco IP telephony and contact center solutions, has provided a complete and proven IP Call Center solutions. The program has combined the advantages of unified communications, changed means of communications of traditional call center, and further coordinated with customers, provided the best service experience.
论文研究的是如何构建一个基于IP技术的呼叫中心系统,使IP网络与电话网络合二为一,实现一体化的语音服务平台。论文在分析阐述IP通信相关技术及其协议标准的基础上,采用Cisco统一通信的IPCC方案,新的Cisco IP电话技术和呼叫中心解决方案,提供了一个完整的并且是得到验证的IP呼叫中心解决方案。该方案结合统一通信的优势,改变了传统呼叫中心的通信方式,进一步与客户保持协同,为客户提供最佳的服务体验。
With the rapid development of network technology, the manner of people's communication and sharing information has changed revolutionary. Call Center has also experienced a new development. In the fierce competition, simple telephone support is far from meeting requirements, now customers want to choose from the Web collaboration、text chat or video exchanges in a free way. IP call center has breakthrough the original call center's concept, integrated the enterprise voice、video、data and business process to the same system, which can support multiple channels. Since most features have developed with open standards, therefore, there can be not only seamlessly added to the open structure and IP-based contact center, but also use the integrated management so that customers access to the same experience in all interactive channels, satisfying their needs. This is very important to the working methods of the information society.
This paper is on how to build an IP-based call center system, combining IP networks and telephone networks, to realize the integration of voice services platform. The paper has analysised on the IP communications technology and standard agreement on the basis of adopting Cisco unified communications' IPCC program, the new Cisco IP telephony and contact center solutions, has provided a complete and proven IP Call Center solutions. The program has combined the advantages of unified communications, changed means of communications of traditional call center, and further coordinated with customers, provided the best service experience.
引文
[1]赵强.呼叫中心原理[J].邮电商情.2003,20(9):47-54.
[2]熊刚,陈平,金连甫.呼叫中心的构建[J].计算机应用研究,2002,19(1):36-40.
[3]陈海峰.IP呼叫中心的研究各IP PBX实现[D].南京理工大学,2003.
[4]张红娟.IP的魅力-IP呼叫中心特色之一[EB/OL].http://www.ctiforum.com,2002.
[5]该如何将统一通信运用到呼叫中心里?[EB/OL].http://www.ctiforum.com/bz/viewthread.php?tid=152610,2006.
[6]曾航.呼叫中心的中国式兴起[J].中国电子商务,2007,1(21):22-24.
[7]王黎明.国内呼叫中心的发展情况分析(上)[J].数字通信世界,2007,1(2):2-3.
[8]王黎明.国内呼叫中心的发展情况分析(下)[J].数字通信世界,2007.1(3):3-4..
[9]宋俊德.呼叫中心的过去、现在与未来[EB/OL].http://www.ctiforum.com,2001.
[10]卢琳.公共服务平台呼叫中心知识库系统研究[D].同济大学,2008.
[11]马红兵.呼叫中心功能延伸的方向探索[EB/OL].http://www.ctiforum.com,2004.
[12]全球IP通信联盟[EB/OL].http://uc.microVOIP.com/News/200711/28135.html,2007.
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[14]Ohshima Kohta.Voice logging and search technology in ip telephony call center[C].Lecture Notes in Computer Science,2006,3(6):89-91.
[15]Powers Laura.The benefits of IP-enabling a contact center[C],Customer Interactions Solutions,2003,22(1 ):60-62.
[16]Zhang peng.Design and realization of call center system based on H.323[C].International Conference on Electronic Measurement and Instruments,2007,(08):21-27.
[17]Hirata Hiroko.Contact center with remote office based on IP-PBX Solution with computer telephony integration and peer-to-peer connection[C].NEC Research and Development,2002,43(4):291-294.
[18]杨柳.呼叫中心运营模式分析与选择策略[D].华中科技大学,2006.
[19]张晨吴.基于CTI技术的中小企业呼叫中心的设计与实现[D].湖南大学,2007.
[20]葛舜卿.呼叫中心的设计与规范[EB/OL].http://www.ctiforum.com,2008.
[21]Ward Whitt.Dynamic staffing in a telephone call center aiming to immediately answer all calls[J].Operations Research Letters,2007,24(3):205-212,
[22]沈蕾,谭海樵,王靖.基于GIS的呼叫中心系统的实现[J].计算机与信息技术,2008,3(05):9-11.
[23]宁丽莉.基于SIP协议的IP呼叫中心控制器设计与实现[D].中国科学院研究生院(沈阳计算技术研究所),2008.
[24]雷为民.IP呼叫中心应用服务器的设计与实现[D].中国科学院研究生院(沈阳计算机技 术研究所),2007.
[25]Chen Sheng,Li Xiangyang,Cai Yigang,et al.IP multimedia subsystem converged call control services[C].Bell Labs Technical,Journal,2007,12(1):145-160.
[26]Anderson Brian.IP breathes new life into the virtual contact center[C].Customer Interactions Solutions,2003,22(1):56-58.
[27]Houlne Tim.Remote agents:A new force for the call center[C].Customer Interactions Solutions,2003,21(4):54-56.
[28]涂运斌.托日呼叫中心系统的设计与实现[D].电子科技大学,2006.
[29]蒋林涛.多媒体通信网[J].人民邮电出版社,2002,13(6):24-30.
[30]舒华英,李勇等译.VOIP技术与应用[M].北京:人民邮电出版社,2003.
[31]黄永峰等编著.基于IP网络多媒体通信技术[M].北京:人民邮电出版社,2003.
[32]SIP协议概述[EB/OLl.http://www.netpromise.net/netpromise/TechDocs/doc7.html,2005.
[33]雷旖旎.基于MGCP协议的综合接入设备设计[D].华中科技大学,2005.
[34]肖可伟,李东生,谭海.VOIP及其在IPCC中的应用[J].太原理工大学学报,2003,29(4):140-143.
[35]国科统-通信概述[EB/OL].http://www.cisco.com/web/CN/products/products_netsol/voic es/sol/cisco_unified_communications/overview.html,2006.
[36]Cisco Systems.Voice and Unified Communications Technology Overview[EB/OL].http://www.cisco.com/en/US/products/sw/voicesw/products-category_technologies_overvie w.html,2006.
[37]Cisco Systems.Cisco MeetingPlace for Notes Release 4.2.7 System Manager's Guide [EB/OL].http://www.cisco.com/en/US/docs/voice_ip_comm/meetingplace/4_2/ lotus_notes /system/managers/guide/427SMG.pdf,2007.
[38]Cisco Systems.IP Contact Center[EB/OL].http://www.cisco.com/web/about/ciscoitatwork/downloads/ciscoitatwork/pdf/CoC_IP-Contact-Center.pdf,2006.
[39]Cisco Systems.Cisco Unified Communications Manager(CallManager) Programming Guides[EB/OL].http://www.cisco.com/en/US/products/sw/voicesw/ps556/products _progralnming_reference_guides_list.html,2005.
[40]Cisco Systems.Cisco MeetingPlace for Notes Release 4.2.7 System Manager's Guide [EB/OL].http://www.cisco.com/en/US/docs/voice_ip_comm/meetingplace/4_2/lotus_notes/system/managers/guide/427SMG.pdf,2007.
[41]陈尧.邮政呼叫中心业务支撑平台的设计与实现[D].山东大学,2007.
[42]该如何将统一通信运用到呼叫中心里?[EB/OL].http://www.ctiforum.com/bz/viewthread.php?tid=152610,2006.
[43]Brian MeConnell.IP-Centric Conferencing[J].IP TelePhony,1999,10(49):75-77.
[44]徐晓军.基于CTI技术的呼叫中心的设计与实现[D].北京邮电大学,2008.
[45]胡延平,廖蕾,刘启明等.基于CTI的呼叫中心系统设计与实现[J].计算机工程与设计,2003,11(10):132-133.
[46]陈华良.现代IP网络通信系统工程设计、施工工艺与技术标准规范实用手册[M].北京: 北京科技电子出版社,2005.
[47]San Jose.Getting Started with Scripts[M/CD].Release 4.5(1),Jan 2006.
[48]Charlie Sehick.Solution.How to Provide PBX Features to a Remote worker[J].Telecom Review,2002,8(2):275-288.
[49]San Jose.Cisco Unified CallManager Administration Guide[M/CD].Release 5.0(4),Oct 2005.
[50]San Jose.Cisco Customer Response Solutions Administration Guide[M/CD].Release 4.5(1),Feb 2006.
[2]熊刚,陈平,金连甫.呼叫中心的构建[J].计算机应用研究,2002,19(1):36-40.
[3]陈海峰.IP呼叫中心的研究各IP PBX实现[D].南京理工大学,2003.
[4]张红娟.IP的魅力-IP呼叫中心特色之一[EB/OL].http://www.ctiforum.com,2002.
[5]该如何将统一通信运用到呼叫中心里?[EB/OL].http://www.ctiforum.com/bz/viewthread.php?tid=152610,2006.
[6]曾航.呼叫中心的中国式兴起[J].中国电子商务,2007,1(21):22-24.
[7]王黎明.国内呼叫中心的发展情况分析(上)[J].数字通信世界,2007,1(2):2-3.
[8]王黎明.国内呼叫中心的发展情况分析(下)[J].数字通信世界,2007.1(3):3-4..
[9]宋俊德.呼叫中心的过去、现在与未来[EB/OL].http://www.ctiforum.com,2001.
[10]卢琳.公共服务平台呼叫中心知识库系统研究[D].同济大学,2008.
[11]马红兵.呼叫中心功能延伸的方向探索[EB/OL].http://www.ctiforum.com,2004.
[12]全球IP通信联盟[EB/OL].http://uc.microVOIP.com/News/200711/28135.html,2007.
[13]Smith Ed.Anatomy of an IP call centre[C].IET Communications Engineer,2007,5(4):20-24.
[14]Ohshima Kohta.Voice logging and search technology in ip telephony call center[C].Lecture Notes in Computer Science,2006,3(6):89-91.
[15]Powers Laura.The benefits of IP-enabling a contact center[C],Customer Interactions Solutions,2003,22(1 ):60-62.
[16]Zhang peng.Design and realization of call center system based on H.323[C].International Conference on Electronic Measurement and Instruments,2007,(08):21-27.
[17]Hirata Hiroko.Contact center with remote office based on IP-PBX Solution with computer telephony integration and peer-to-peer connection[C].NEC Research and Development,2002,43(4):291-294.
[18]杨柳.呼叫中心运营模式分析与选择策略[D].华中科技大学,2006.
[19]张晨吴.基于CTI技术的中小企业呼叫中心的设计与实现[D].湖南大学,2007.
[20]葛舜卿.呼叫中心的设计与规范[EB/OL].http://www.ctiforum.com,2008.
[21]Ward Whitt.Dynamic staffing in a telephone call center aiming to immediately answer all calls[J].Operations Research Letters,2007,24(3):205-212,
[22]沈蕾,谭海樵,王靖.基于GIS的呼叫中心系统的实现[J].计算机与信息技术,2008,3(05):9-11.
[23]宁丽莉.基于SIP协议的IP呼叫中心控制器设计与实现[D].中国科学院研究生院(沈阳计算技术研究所),2008.
[24]雷为民.IP呼叫中心应用服务器的设计与实现[D].中国科学院研究生院(沈阳计算机技 术研究所),2007.
[25]Chen Sheng,Li Xiangyang,Cai Yigang,et al.IP multimedia subsystem converged call control services[C].Bell Labs Technical,Journal,2007,12(1):145-160.
[26]Anderson Brian.IP breathes new life into the virtual contact center[C].Customer Interactions Solutions,2003,22(1):56-58.
[27]Houlne Tim.Remote agents:A new force for the call center[C].Customer Interactions Solutions,2003,21(4):54-56.
[28]涂运斌.托日呼叫中心系统的设计与实现[D].电子科技大学,2006.
[29]蒋林涛.多媒体通信网[J].人民邮电出版社,2002,13(6):24-30.
[30]舒华英,李勇等译.VOIP技术与应用[M].北京:人民邮电出版社,2003.
[31]黄永峰等编著.基于IP网络多媒体通信技术[M].北京:人民邮电出版社,2003.
[32]SIP协议概述[EB/OLl.http://www.netpromise.net/netpromise/TechDocs/doc7.html,2005.
[33]雷旖旎.基于MGCP协议的综合接入设备设计[D].华中科技大学,2005.
[34]肖可伟,李东生,谭海.VOIP及其在IPCC中的应用[J].太原理工大学学报,2003,29(4):140-143.
[35]国科统-通信概述[EB/OL].http://www.cisco.com/web/CN/products/products_netsol/voic es/sol/cisco_unified_communications/overview.html,2006.
[36]Cisco Systems.Voice and Unified Communications Technology Overview[EB/OL].http://www.cisco.com/en/US/products/sw/voicesw/products-category_technologies_overvie w.html,2006.
[37]Cisco Systems.Cisco MeetingPlace for Notes Release 4.2.7 System Manager's Guide [EB/OL].http://www.cisco.com/en/US/docs/voice_ip_comm/meetingplace/4_2/ lotus_notes /system/managers/guide/427SMG.pdf,2007.
[38]Cisco Systems.IP Contact Center[EB/OL].http://www.cisco.com/web/about/ciscoitatwork/downloads/ciscoitatwork/pdf/CoC_IP-Contact-Center.pdf,2006.
[39]Cisco Systems.Cisco Unified Communications Manager(CallManager) Programming Guides[EB/OL].http://www.cisco.com/en/US/products/sw/voicesw/ps556/products _progralnming_reference_guides_list.html,2005.
[40]Cisco Systems.Cisco MeetingPlace for Notes Release 4.2.7 System Manager's Guide [EB/OL].http://www.cisco.com/en/US/docs/voice_ip_comm/meetingplace/4_2/lotus_notes/system/managers/guide/427SMG.pdf,2007.
[41]陈尧.邮政呼叫中心业务支撑平台的设计与实现[D].山东大学,2007.
[42]该如何将统一通信运用到呼叫中心里?[EB/OL].http://www.ctiforum.com/bz/viewthread.php?tid=152610,2006.
[43]Brian MeConnell.IP-Centric Conferencing[J].IP TelePhony,1999,10(49):75-77.
[44]徐晓军.基于CTI技术的呼叫中心的设计与实现[D].北京邮电大学,2008.
[45]胡延平,廖蕾,刘启明等.基于CTI的呼叫中心系统设计与实现[J].计算机工程与设计,2003,11(10):132-133.
[46]陈华良.现代IP网络通信系统工程设计、施工工艺与技术标准规范实用手册[M].北京: 北京科技电子出版社,2005.
[47]San Jose.Getting Started with Scripts[M/CD].Release 4.5(1),Jan 2006.
[48]Charlie Sehick.Solution.How to Provide PBX Features to a Remote worker[J].Telecom Review,2002,8(2):275-288.
[49]San Jose.Cisco Unified CallManager Administration Guide[M/CD].Release 5.0(4),Oct 2005.
[50]San Jose.Cisco Customer Response Solutions Administration Guide[M/CD].Release 4.5(1),Feb 2006.