IP呼叫中心实时传真系统的设计与实现-计算机科与技术专业毕业论文.docx

北京邮电人学工学硕士学位论文THE 北京邮电人学工学硕士学位论文 THE DESIGN AND IMPLEMENTATION OF I冱AL．TIM匣FAX SYSTEM IN IP CALL CENTER AB STRACT Along with the global economy rapid deVelopment，more and more enterprises already realized that，the market competition focal point f如m the product quali坝the product埘ce started to change oVer to take serves as the central competition stage．The call center is unifies coordinated the personal computer and the telephone and thus erlhances the enterprise the grade of service to produce the huge value customer service system for the enterprise．Therefore the caU center was considered is efrective method which the如ture will compete subdues，thus favors by more and more many ente印rises． The real．time fax system is the important constituent in call center’it has provided the fast and convenient f奴communication services for the customerespecially for enterprise customer which has a big demand of fax．Because of the comparatively lower costs and mlmerous present f．ax users，the FoIP holds the fairly marketing competitive ability． This paper sunⅡnarizes the authorts resea】．ch achievements and eXperiences gained in IP Call Center System based on H．323 protocol pr蜘ect and Real-time fax system proj ect．And it giVes an in·d印th study and detailed analysis of the theoW involved and implementation technologies of Fax over IP system．The main points are as follows：the H．323 te彻inal handles the call process of the fax comrnunication，and the interaction with other part of the Call Centerlike GK and ACD；the fax control part based on T．38 protocol handles fax receivin∥sending of the fIax communications． The system is an real．time so行ware．Only architecmre，and successfhlly embedded in the ori ginal caU center system， saves the customer’s hardware costs． ARer the system development completes，has carried on the related test work to the system，jfinally pm forward some proposals to the system n】rther consummatjon． KEY WoRDS：can center foip h．323 t．3 8 real-time f叙 U 独创性(或创新性)声明