Research and Implementation of Large Scale Enterprise-Class Call Center

In this paper, based on analysis and research on enterprise-scale Call Center, aiming at the problems of PBX Capacity limitation and unresolved rush hours call crash, this paper proposes a new approach which puts IVR function in front of the PBX (called Pre-IVR ) to solve the aforementioned problems. It is a feasible approach to enhance the capability of enterprise-scale call center with supporting more intelligent functions, such as pre-queue, call-screening etc. Two different technology, based on traditional IN and modern Soft Switch & SIP AS, being used to implement pre-IVR are also proposed. Section III, several typical service scenes are taken as examples, How the enhanced functions are logically integrated to carry out a complicated call flows are described in details.