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Author(s): |
Xiaoqing Wang, School of Computer Science and Information Engineering , Beijing Technology and Business University, Beijing, China
Yan Chen, School of Computer Science and Information Engineering , Beijing Technology and Business University, Beijing, China
Yonggang Gong, School of Computer Science and Information Engineering , Beijing Technology and Business University, Beijing, China |
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Abstract: |
Based on the deep study and research on enterprise_scale Call Center, aiming at the problems of PBX Capacity limitation and unresolved rush hours call crash, this paper proposes a new solution which puts IVR function in front of PBX (called Pre_IVR) to avoid the aforementioned problems and enhance the intelligent of Call Center. Compared with traditional call centers, the system designed has several advantages such as Pre-routing，Call Screening, PBX changing online. In addition, it gets rid of the limitation of PBX capabilities and realizes online capacity expansion. Then two implementing technology of pre_IVR, respectively IN based and Soft Switch based are proposed. Furthermore several typical service scenarios are taken as examples, message interaction flows of related main function entities are described in detail.
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