An intelligent IP-based call center with fault tolerance design.

• Other Authors: Leung, Cheung-chi.
• Format: Others
• Language: English; Chinese
• Published: 2001
• Subjects: Internet telephony; Telephone > Automatic intercept system; Call centers > Management
• Online Access: http://library.cuhk.edu.hk/record=b5890714; http://repository.lib.cuhk.edu.hk/en/item/cuhk-323453

Leung Cheung-chi. === Thesis (M.Phil.)--Chinese University of Hong Kong, 2001. === Includes bibliographical references (leaves 76-78). === Abstracts in English and Chinese. === Chapter 1 --- INTRODUCTION --- p.1 === Chapter 1.1 --- Background --- p.1 === Chapter 1.2 --- Objective --- p.2 === Chapter 1.3 --- Overview of the Thesis --- p.3 === Chapter 2 --- APPLICATION OF VOIP IN CALL CENTER --- p.6 === Chapter 2.1 --- An Intelligent IP-based Call Center Model --- p.6 === Chapter 2.1.1 --- Major Components --- p.7 === Chapter a) --- VoIP Gateways --- p.7 === Chapter b) --- Automatic Call Distributor (ACD) --- p.8 === Chapter c) --- Operators --- p.8 === Chapter d) --- Monitoring Tool --- p.9 === Chapter 2.1.2 --- Major Functions --- p.9 === Chapter 2.2 --- Experimental Study of an IP-to-IP Call Center - VoIP Application in Education --- p.10 === Chapter 2.2.1 --- Architecture --- p.11 === Chapter 2.2.2 --- Voice Connection Server --- p.12 === Chapter 2.2.3 --- Call Establishment --- p.14 === Chapter 2.2.4 --- A Preliminary Implementation --- p.14 === Chapter 3 --- THE ACD AND ITS SOFTWARE STRUCTURE --- p.17 === Chapter 3.1 --- Three-Layer Software Structure --- p.17 === Chapter 3.1.1 --- Network Infrastructure Layer --- p.18 === Chapter 3.1.2 --- Call Management Layer --- p.18 === Chapter 3.1.3 --- Application Layer --- p.19 === Chapter 3.1.4 --- Interoperation Between Layers --- p.19 === Chapter 3.2 --- Advantages of Adopting this Software Structure --- p.20 === Chapter 3.3 --- Functional Overview of the ACD --- p.21 === Chapter 3.3.1 --- Call Establishment --- p.21 === Chapter 3.3.2 --- Call Waiting --- p.23 === Chapter 3.3.3 --- Call Forwarding --- p.25 === Chapter 3.3.4 --- Routing Mechanism in the ACD --- p.26 === Chapter a) --- "Queues, Operator Groups and Operators" --- p.26 === Chapter b) --- Priority Based Call Routing --- p.28 === Chapter c) --- Routing of New Incoming Calls --- p.29 === Chapter d) --- Assigning Calls in Waiting Queues to Operators --- p.32 === Chapter 4 --- IMPLEMENTATION OF THE ACD --- p.34 === Chapter 4.1 --- Requirements in implementing the ACD --- p.34 === Chapter 4.1.1 --- Asynchronous Method Call --- p.34 === Chapter 4.1.2 --- Transaction Planning --- p.36 === Chapter 4.1.3 --- Failure Handling --- p.37 === Chapter 4.2 --- Available Technologies --- p.38 === Chapter 4.2.1 --- Enterprise JavaBean (EJB) --- p.38 === Chapter a) --- Entity Bean --- p.40 === Chapter b) --- Session Bean --- p.40 === Chapter c) --- Usage of Session Beans and Entity Beans --- p.41 === Chapter 4.2.2 --- COM+ --- p.42 === Chapter 4.2.3 --- EJB vs COM+ --- p.43 === Chapter 4.3 --- Implementation --- p.47 === Chapter 4.3.1 --- Mapping the EJB model to the Implementation of the ACD --- p.47 === Chapter 4.3.2 --- Design of Entity Beans --- p.49 === Chapter 4.3.3 --- Design of Session Beans --- p.51 === Chapter 4.3.4 --- Asynchronous Method Call --- p.53 === Chapter 4.3.5 --- Transaction Planning --- p.55 === Chapter 4.3.6 --- Failure Handling --- p.57 === Chapter a) --- Failure Handling for VoIP gateways --- p.58 === Chapter b) --- Failure Handling in the ACD --- p.60 === Chapter 5 --- AN EXPERIMENT --- p.64 === Chapter 5.1 --- Experiment on the Call Center Prototype --- p.64 === Chapter 5.1.1 --- Setup of the Experiment --- p.64 === Chapter 5.1.2 --- Experimental Results --- p.66 === Chapter a) --- Startup Time for Different Components --- p.66 === Chapter b) --- Possessing Time for Different Requests --- p.67 === Chapter 5.2 --- Observations --- p.69 === Chapter 5.2.1 --- Observations on Experimental Results --- p.69 === Chapter 5.2.2 --- Advantages and Disadvantages of Using EJB --- p.70 === Chapter 6 --- CONCLUSIONS --- p.72 === BIBLIOGRAPHY --- p.76