Title :
Third-party call control in VoIP networks for call center applications
Author :
Miloslavski, A. ; Antonov, V. ; Yegoshin, L. ; Shkrabov, S. ; Boyle, J. ; Pogosyants, G. ; Anisimov, N.
Author_Institution :
Genesys Telecommun. Labs, San Fransisco, CA, USA
Abstract :
We discuss the problem of building third-party call control in a VoIP network based on ITU-T Recommendation H.323. We consider a specific case that could be used in the call center environment. We suggest and advocate a solution with H.323 gatekeepers connected to the CTI server via a special protocol. The CTI server contains all the logic for service execution while a gatekeeper implements only elementary switching functions. Some features of the protocol are considered
Keywords :
Internet telephony; call centres; computer telephony integration; intelligent networks; protocols; telecommunication control; telecommunication standards; CTI server; H.323 gatekeepers; ITU-T Recommendation H.323; VoIP networks; call center applications; protocol; service execution logic; switching functions; third-party call control; Intelligent networks; Internet telephony;
Conference_Titel :
Intelligent Network Workshop, 2001 IEEE
Conference_Location :
Boston, MA
Print_ISBN :
0-7803-7047-3
DOI :
10.1109/INW.2001.915310
