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Method and system for constructing call canter by next generation of network

A network construction and call system technology, applied in the field of call centers, can solve the problems of limited call centers, save investment, obvious economic and social benefits, and improve user satisfaction and market share.

Active Publication Date: 2007-12-26
ZTE CORP
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Problems solved by technology

[0003] The above methods are feasible on the current traditional telecommunication network, but with the market demand and diversification of user terminal access, new challenges are brought to the current call center system. Compared with the call center based on NGN, the current traditional There are some defects in the call center: 1) The traditional call center is limited by the traditional telecommunication network, while the call center based on NGN is established by IP network, which can integrate various networks
2) At present, traditional call centers only provide voice access

Method used

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  • Method and system for constructing call canter by next generation of network

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Embodiment Construction

[0025] The preferred embodiments of the present invention will be described in further detail below in conjunction with the accompanying drawings.

[0026] The present invention provides a kind of system based on next generation network (NGN) to construct call center, as shown in Figure 1, accesses in NGN network, is used for completing the control signaling of call center, voice and video media flow; The system includes SIP control module 110 , media (MGCP) control module 120 and call control 130 .

[0027] The SIP control module 110 is connected to a soft switch (SoftSwitch) 140, and the soft switch 140 is connected to a user. The SIP control module 110 connects with the SoftSwitch 140 and completes the control of various calls through the SIP protocol, creates, modifies or terminates multimedia sessions, and completes specific functions such as call access, media negotiation, and call disconnection. For example, Internet phone calls; the SIP control module 110 supports use...

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Abstract

The system comprises: a SIP control module connected to a soft switch and used for complete the call access, media negotiation and call cut-off; a media gateway control module connected to a media server and used for playing of voice; and a call control module used for shielding the access of lower layer network. The invention uses either NGN network and NGN protocol or SIP and MGCP protocol to create a call center capable of providing multi access modes.

Description

technical field [0001] The present invention relates to the field of call center and network (NGN), in particular, relates to a method and a system for constructing a call center using SIP protocol (Session Initial Protocol) and MGCP protocol (MediaGateway Control Protocol) provided in the next generation network. Background technique [0002] The call center, also known as the customer service system, is an information system used to provide users with multiple access methods such as telephone, fax, and e-mail, and is mainly used to deal with the requirements, doubts, complaints, suggestions and inquiries made by users to the enterprise, such as 1860 in the telecommunications industry, 95555 in the financial industry, etc. At present, the call center is implemented based on the traditional telecommunication network. A user reaches the program-controlled switch in the area through the telephone line, and the program-controlled switch of the end office reaches the switch wher...

Claims

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Application Information

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IPC IPC(8): H04L12/16H04L29/06H04M3/51H04Q7/22
Inventor 王文渊陈先彬
Owner ZTE CORP
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