【摘要】 传统的呼叫中心是一个基于电信网与网络电话VoIP技术,以话音业务为主,结合Web和视频等其它方式进行信息交流和服务的综合信息服务系统;随着现有网络向以IMS为控制结构的演变,基于IMS的呼叫中心将有着非常重要的应用价值。结合IMS网络体系结构和呼叫中心的特点,提出了一种基于IMS的呼叫中心解决方案,包括实现方案、详细设计和基于SIP消息的信令流程分析,并给出方案的特点与总结。更多还原

【Abstract】 The traditional call center is a comprehensive information services system which is based on telecommu- nication network and voice over IP, providing the dominate service of voice service and other applications like web. With the evolvement of network towards IMS-controlled structure, the call center based on the IP multimedia subsystem will be significantly important in application. Combining the characteristics of call center and the IMS network architecture, a solution of the call center based on IMS is proposed. This article introduces its realization scheme, detailed design and analysis of signaling flow based on session initiation protocol. Meanwhile, the characteristic and summarization of the scheme proposed are given.更多还原