CN201893844U - Call center system based on internet protocol-private branch exchange (IP-PBX) - Google Patents
Call center system based on internet protocol-private branch exchange (IP-PBX) Download PDFInfo
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- CN201893844U CN201893844U CN2010206140506U CN201020614050U CN201893844U CN 201893844 U CN201893844 U CN 201893844U CN 2010206140506 U CN2010206140506 U CN 2010206140506U CN 201020614050 U CN201020614050 U CN 201020614050U CN 201893844 U CN201893844 U CN 201893844U
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Abstract
The utility model provides a system for building a call center based on an internet protocol-private branch exchange (IP-PBX). The system is accessed to a network and is used for controlling signaling and audio and video media flows. The system comprises a session initial protocol (SIP) control module, a media gateway control module and a call control module, wherein the SIP control module is butted with a soft switch device and is used for completing call access, media consultation and call disconnection; the media gateway control module is butted with a media server and is used for completing voice play, designated call recording and voice conference formation; and the call control module is connected with the SIP control module and the media gateway control module and is used for shielding bottom layer network access and providing all kinds of Computer Supported Telecommunications Applications (CSTA) protocol call interfaces to an application layer. The system, the SIP control module and the soft switch device are interconnected through IP protocols to realize video communication between a subscriber and a position. The system, the media gateway control module and the media server are interconnected through media gateway control protocols. The system has the advantages that the call center which can provide multiple access methods is realized, the existing resource is utilized to the utmost extent, the investment is saved, the subscriber satisfaction and the market share of a service are improved, and the economic benefit and the social benefit are remarkable.
Description
Technical field
The utility model relates to field, call center and network (NGN) field, specifically, relate to the system that utilizes the Session Initiation Protocol (Session Initial Protocol) that provides among the IP-PBX and MGCP agreement (Media Gateway is control Protocol) to make up the call center.
Background technology
The call center is called customer service system again, it is the information system that is used for providing multiple access means such as phone, fax, Email to the user, be mainly used to process user to enterprise's requirement, query, complaint, suggestion and inquiry, as 1860 in the telecommunications industry, 95555 in the financial circles etc.At present the call center is based on that traditional telecommunications network realizes, a user arrives the stored-program control exchange of region by telephone line, this end office's stored-program control exchange realizes that by the switch at trunk arrival place, call center the conversation between user and the operator exchanges with consulting.
Above method is practical on the net in present conventional telecommunications, but along with the demand in market and the variation of user side access, present call center system has been proposed brand-new challenge, compared with the call center that makes up based on IP-PBX, there are some defectives in traditional call center at present:
1) conventional call centers is subject to the conventional telecommunications net, and based on adopting IP network to set up in the call center that IP-PBX makes up, can merge diverse network.
2) traditional call center only provides the voice access way at present.And the call center that makes up based on IP-PBX can provide rich and varied access way, for example: voice, video, instant message.Be the general standard agreement of industry based on Session Initiation Protocol in the next generation network and MGCP agreement at present.Conversation initialized protocol (SIP) is a kind of application layer control protocol, and SIP supports name map and redirect services, and it supports user mobility.No matter the user network site is at which, the user only need keep single exterior visual identifier.SIP can set up perfect multi-media architecture in conjunction with other agreement in the NGN network, as the real-time transport protocol (rtp) of real-time Data Transmission and service quality (QOS) feedback, the real time streaming protocol (rtsp) that Streaming Media transmission control is provided and the Session Description Protocol (SDP) of describing Multimedia session are provided.In soft switchcall server, the MGCP agreement is mainly used between soft switch and media gateway or soft switch and the MGCP terminal, and soft switch is by connection, foundation and the release of the medium/control flows on this agreement control media gateway/MGCP terminal.The MGCP agreement is based on host-guest architecture, so its solution helps the interconnection of gateway, is fit to make up large scale network, and agreement has favorable expansibility.In addition, separate with the medium processing, make operator to come building network with the equipment of a plurality of producers owing to call out control.
Summary of the invention
It is a kind of based on the SIP of IP-PBX and the system of MGCP protocol construction call center that the purpose of this utility model is to provide, the standard agreement that this system utilizes NGN network and NGN to provide, realization can provide the call center of plurality of access modes, the maximized existing resource of utilizing improves user's the satisfaction and the market competitiveness.
In order to solve above-mentioned purpose, the utility model provides a kind of system that makes up the call center based on IP-PBX, in the access network, is used for finishing control signaling, voice and the video scheme body stream of call center; Described system comprises: a SIP control module, dock with a soft switch device, and be used to finish the access of calling, the negotiation of medium and the disconnection one media gateway controlling module of calling, dock with a media server, be used to finish the broadcast voice, and to the designated call recording, and form voice conferencing; And a Call Control Block, be connected with described SIP control module and media gateway controlling module, be used to finish the shielding bottom-layer network and insert, provide various standard C STA protocol call interfaces to application layer.Wherein, described system is connected by the IP protocol interaction between described SIP control module and the soft switch device, realizes the Video show between user and the seat.Wherein, described system passes through MGCP between described media gateway controlling module and the media server.Wherein, described system, described CSTA protocol call interface comprises response operation, single step meeting operation keeps operation, recovery operation, tripartite talks operation, routing operations, deflection operation, handover operation.Compared with prior art, the standard agreement that the utility model utilizes existing NGN network and NGN to provide, use the call center of SIP and MGCP agreement foundation based on IP-PBX, realization can provide the call center of plurality of access modes, the maximized existing resource of utilizing, reduce investment outlay, improve professional user satisfaction and occupation rate of market, tangible economic benefit and social benefit are arranged.
Description of drawings
Fig. 1 is the structure chart of the call center that makes up based on IP-PBX of the utility model system
Embodiment
Below in conjunction with accompanying drawing, preferred embodiment of the present utility model is described in further detail.The utility model provides a kind of system that makes up the call center based on IP-PBX, as shown in Figure 1, in the access NGN network, is used for finishing control signaling, voice and the video media stream of call center; This system comprises SIP control module 110, medium (MGCP) control module 120 and calls out control 130.
Described SIP control module 110 dock with a soft switch device (Soft Switch) 140, and this soft switch device 140 is connected with the user.This SIP just empty molding piece 110 by with the docking of Soft Switch 140, and finish control to various callings by Session Initiation Protocol, create, revise or the termination Multimedia session, finish the access of calling, the negotiation of medium and the concrete functions such as disconnection of calling, such as Internet phone call; This SIP control module 110 is supported user mobilitys, promptly no matter the user network site at which, the user only need keep single exterior visual identifier, just can support that the user's is mobile.Simultaneously, in calling procedure, can carry out the switching and the negotiation of medium according to the needs of client layer.
Described MGCP control module 120, dock with media server (Media Server) 150, by control Media Server 150, realize being connected with disconnection, playing voice, playback and collect the digits, record and of designated user and specified speech port with functions such as several users port formation meetings.Described Call Control Block 130 is connected with described SIP control module 110 and media gateway controlling module 120, is used to finish the shielding bottom-layer network and inserts, and provides various standard C STA protocol call interfaces to application layer simultaneously.Described Call Control Block 130 is implemented on the bearer network, business is provided with bearer network separate, and shields the Details Of Agreement of each bearer network, and call center's business support of standard is provided, and the unification that externally provides, standard, open interface; This interface meets industrywide standard agreement EcMAZ17, and EcMAZ18 such as the interface that provides is: response operation, single step meeting operation, maintenance operation, recovery operation, tripartite talks operation, routing operations, deflection operation and handover operation etc.Simplified platform and the business development and the maintenance of the call center that makes up based on IP-PBX, provide good support for a large amount of variations, personalized business are provided to the terminal use; Like this, operator then is placed on more energy the construction of network and improves, and finally forms a perfect industry value chain.In sum, compared with prior art, the standard agreement that the utility model utilizes existing NGN network and NGN to provide, use SIP and MGCP agreement to set up the call center that makes up based on IP-PBX, realization can provide the call center of plurality of access modes, and the maximized existing resource of utilizing is reduced investment outlay, improve professional user satisfaction and occupation rate of market, tangible economic benefit and social benefit are arranged.In a word, the utility model is not limited to above-mentioned execution mode, anyly is familiar with this operator, in not breaking away from spirit and scope of the present utility model, all should drop within the protection range of the present utility model.
Claims (3)
1. a system that makes up the call center based on IP-PBX is used for finishing control signaling, voice and the video media stream of call center; It is characterized in that described system comprises:
One SIP control module is docked with a soft switch device, is used to finish the access of calling, the negotiation and the calling disconnection of medium;
One media gateway controlling module is docked with a media server, is used to finish the broadcast voice, and to the designated call recording, and form voice conferencing; And a Call Control Block, be connected with described SIP control module and media gateway controlling module, be used to finish the shielding bottom-layer network and insert, provide various standard C STA protocol call interfaces to application layer.
2. system according to claim 1 is characterized in that, is connected by the IP protocol interaction between described SIP control module and the soft switch device, realizes the Video show between user and the seat.
3. system according to claim 1 is characterized in that, passes through MGCP between described media gateway controlling module and the media server.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2010206140506U CN201893844U (en) | 2010-11-18 | 2010-11-18 | Call center system based on internet protocol-private branch exchange (IP-PBX) |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2010206140506U CN201893844U (en) | 2010-11-18 | 2010-11-18 | Call center system based on internet protocol-private branch exchange (IP-PBX) |
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| CN201893844U true CN201893844U (en) | 2011-07-06 |
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| CN2010206140506U Expired - Fee Related CN201893844U (en) | 2010-11-18 | 2010-11-18 | Call center system based on internet protocol-private branch exchange (IP-PBX) |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104980406A (en) * | 2014-04-11 | 2015-10-14 | 华为技术有限公司 | Call recording method, recording server, user-level switch and recording system |
| CN105282473A (en) * | 2015-10-22 | 2016-01-27 | 福建星网锐捷通讯股份有限公司 | Method and system for playing back and monitoring remote multi-media records based on IPPBX equipment |
| CN109379504A (en) * | 2018-12-25 | 2019-02-22 | 钛马信息网络技术有限公司 | A kind of ringing system of car networking |
| CN112887650A (en) * | 2021-01-26 | 2021-06-01 | 北京新方通信技术有限公司 | Audio and video distribution method and system for video call center |
| CN114520805A (en) * | 2022-01-20 | 2022-05-20 | 厦门亿联网络技术股份有限公司 | Conference system |
-
2010
- 2010-11-18 CN CN2010206140506U patent/CN201893844U/en not_active Expired - Fee Related
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104980406A (en) * | 2014-04-11 | 2015-10-14 | 华为技术有限公司 | Call recording method, recording server, user-level switch and recording system |
| CN105282473A (en) * | 2015-10-22 | 2016-01-27 | 福建星网锐捷通讯股份有限公司 | Method and system for playing back and monitoring remote multi-media records based on IPPBX equipment |
| CN105282473B (en) * | 2015-10-22 | 2018-09-28 | 福建星网锐捷通讯股份有限公司 | The method and system of remote multi-media recording and playback and monitoring are realized based on IPPBX equipment |
| CN109379504A (en) * | 2018-12-25 | 2019-02-22 | 钛马信息网络技术有限公司 | A kind of ringing system of car networking |
| CN112887650A (en) * | 2021-01-26 | 2021-06-01 | 北京新方通信技术有限公司 | Audio and video distribution method and system for video call center |
| CN114520805A (en) * | 2022-01-20 | 2022-05-20 | 厦门亿联网络技术股份有限公司 | Conference system |
| CN114520805B (en) * | 2022-01-20 | 2024-01-16 | 厦门亿联网络技术股份有限公司 | Conference system |
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| C14 | Grant of patent or utility model | ||
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| DD01 | Delivery of document by public notice |
Addressee: Gao Bo Document name: Notification to Pay the Fees |
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| DD01 | Delivery of document by public notice |
Addressee: Guangzhou City Huapu Electronic Technology Co., Ltd. Document name: Notification to Pay the Fees |
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| DD01 | Delivery of document by public notice |
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| CF01 | Termination of patent right due to non-payment of annual fee |
Granted publication date: 20110706 Termination date: 20151118 |
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| CF01 | Termination of patent right due to non-payment of annual fee |