CAJ | 학술논문

电力客户服务呼叫中心的发展趋势是管理集中、数据集中、坐席分布的“一体化多媒体呼叫中心”。文章介绍了当前VOIP系统中最重要的信令协议SIP，基于VOIP技术架构的呼叫中心体系结构，并对SIP坐席主要的会话控制流程进行了分析设计。
전력객호복무호규중심적발전추세시관리집중、수거집중、좌석분포적“일체화다매체호규중심”。문장개소료당전VOIP계통중최중요적신령협의SIP，기우VOIP기술가구적호규중심체계결구，병대SIP좌석주요적회화공제류정진행료분석설계。
The development trend of call center for power customer service is to integrative multimedia call center which has three features： unified management, data set and distributed seats. This paper introduces the SIP protocol which is used widely in the VOIP system for signaling control, and then discusses the architecture of call center based on VIOP technical architecture. At last it gives the designment for session control flow based on SIP.