Application and Research of a Middleware in Call Center System

Abstract:

In order to solve the problems of communication and handling datas between IVR system and business system in call center, the middleware is designed. This paper analysises the structure of call center , executing process of the middleware and the function of seat system, IVR and middleware firstly. Then the structure, work flow, key technology of the middleware are descripted in detail, moreover the program of it is designed. Finally, the value and shortcomings of the system are analysised, Practice has proved, this middleware can satisfy the requirements of IVR and seating system data processing.

• Periodical: Applied Mechanics and Materials (Volumes 303-306)
• Pages: 2361-2364
• DOI: https://doi.org/10.4028/www.scientific.net/AMM.303-306.2361
• Online since: February 2013
• Authors: Chang Xing Qi, Yi Hou, Hai Yang Li
• Keywords: Call Center, Communication Data Packet, Interactive Voice Response (IVR), Middle-Ware

References

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