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Call center communication access system based on concentrated voice access NGN (Next Generation Network) soft switch network

A technology of call center and soft switching network, which is applied in the direction of telephone communication, transmission system, electrical components, etc., to achieve the effect of high channel utilization, small equipment occupied space, and simple and convenient voice channel expansion method.

Inactive Publication Date: 2012-06-27
JIANGSU ELECTRIC POWER INFORMATION TECH +1
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0007] In order to solve the shortcoming of traditional electric power enterprise call center circuit switching line communication access, the purpose of the present invention is to provide a call center communication access system based on NGN softswitch network voice centralized access for electric power enterprises

Method used

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  • Call center communication access system based on concentrated voice access NGN (Next Generation Network) soft switch network
  • Call center communication access system based on concentrated voice access NGN (Next Generation Network) soft switch network
  • Call center communication access system based on concentrated voice access NGN (Next Generation Network) soft switch network

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Embodiment Construction

[0022] A call center communication access system based on NGN softswitch network voice centralized access, see figure 1 , the system includes an NGN softswitch network, a communication access network and an enterprise call center, and the NGN softswitch network is connected to the enterprise call center through the communication access network. The NGN soft switching network includes: a local voice network and an NGN core network. Among them, the local voice network provides voice access for local end users, and the NGN core network provides a bearer channel for the local voice network. All voice data is transmitted to the communication network by the NGN core network. Access Network. The communication access network includes a session border controller that provides call session control functions and network security functions, and network equipment that provides network connections. The session border controller receives voice data transmitted by the NGN core network and tra...

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Abstract

The invention discloses a call center communication access system based on concentrated voice access of an NGN (Next Generation Network) soft switch network, wherein the NGN soft switch network is connected with an enterprise call center through a communication access network; a local voice network in the NGN soft switch network provides voice access for terminal users in a location site of the local voice network, an NGN core network provides a bearing channel for the local voice network, and all voice data is transmitted to the communication access network through the NGN kernel network; the communication access network comprises a session boundary controller for providing a call session control function and a network safety function, and network equipment for providing network connection; and enterprise communication equipment in the enterprise call center receives voice data transmitted from the communication access network, and transmits the processed data to a CTI (Computer Telephony Integration) server for carrying out routing policy processing and an agent center for carrying out artificial voice service. The call center communication access system disclosed by the invention ensures that a voice channel is simple and convenient to expand by utilizing the access of the NGN soft switch network, realizes concentrated access of electric enterprises, has low circuit maintenance cost and achieves resource multiplexing.

Description

technical field [0001] The invention relates to a call center access system, in particular to a call center communication access system for electric power enterprises based on NGN softswitch network voice centralized access. Background technique [0002] Call center, also called customer service system, is a complete integrated information service system based on computer telephony integration (CTI) technology and integrated with enterprises. It is mainly used to deal with the requirements, questions, complaints, suggestions and consultations put forward by users to the enterprise. [0003] Electric power enterprise call centers generally use circuit switching to connect to telecom operators, circuit switching access uses E1 trunk lines, and interface signaling usually uses No. 7 signaling, ISDN PRI signaling, etc. At present, prefectural and municipal companies of power companies generally use circuit switching technology to independently access local telecom operators, an...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04L29/06H04M7/00
Inventor 祁建陆晨亮邹云峰
Owner JIANGSU ELECTRIC POWER INFORMATION TECH
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