| 应用VoIP网关实现呼叫中心远端座席 |
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| 引用本文： | 刘振岭,张广路,戎飞.应用VoIP网关实现呼叫中心远端座席[J].无线电工程,2006,36(2):14-16. |
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| 作者姓名： | 刘振岭 张广路 戎飞 |
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| 作者单位： | 中国电子科技集团公司第54研究所,河北 石家庄 050081 |
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| 摘 要： | 集中式呼叫中心系统以其投资少、易维护及异地只设置座席等特点在企业建设客户服务中心工程中被广泛使用。在集中式呼叫中心应用方案中,介绍了如何通过VoIP(因特网电话)语音网关来实现远端座席的方法,并提供了实现电话状态同步的工作原理。就实现方案进行了详细分析和介绍,并描述了该方案的具体实现配置方式和步骤。
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| 关 键 词： | 集中式呼叫中心 VoIP(因特网电话)语音网关 远端座席 交换机 |
| 收稿时间： | 2005-08-03 |
| 修稿时间： | 2005年8月3日 |
Realization of Remote Agent in Call Center through VoIP Gateway |
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| LIU Zhen-ling,ZHANG Guang-lu,RONG Fei.Realization of Remote Agent in Call Center through VoIP Gateway[J].Radio Engineering of China,2006,36(2):14-16. |
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| Authors: | LIU Zhen-ling ZHANG Guang-lu RONG Fei |
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| Affiliation: | The 54th Research Institute of CETC, Shijiazhuang Hebei 050081, China |
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| Abstract: | Integrated Call Center System has been widely used in establishing customer service center for enterprises because of its advantages such as less investment, easy maintenance and remote agent settings, etc. This application solution for Integrated Call Center introduces how to configure remote agents by means of VoIP voice gateway, and lists the working principles to realize status synchronization for telephones .This paper introduces and analyzes the application solution in details, meanwhile describes the detailed configuration methods and steps of this solution. |
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| Keywords: | centralize call center VoIP (Voice over IP Internet Phone) gateway remote agent PBX |
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