The call center system is an information consultation center based on telephone and Internet access. It integrates telephone communication, Internet, data, sound, and images into a single entity. It can quickly understand the background and history of inbound users and help the business. People quickly handle business and analyze user data to improve business efficiency. With the popularization and application of high-speed networks, call centers based on network communication systems are increasingly used in enterprises and institutions, especially government functional departments and large and medium-sized enterprises.
The call center system integrated with CRM (Customer Relationship Management) emphasizes customer-centricity, establishes perfect and lasting customer relationships, and can more systematically make call centers do core information processing for enterprises, and is more affected by the pro- gaze. Because call center systems require a combination of computer and communication technologies and many other specialized technologies, most of them are built by call center suppliers. The NORCO series P4-class industrial CPU cards produced by North China Industrial Control have been favored by call center suppliers because of their outstanding performance in terms of stability, reliability, and price. In particular, the excellent after-sales service team made the call center suppliers have a “worryâ€.
System hardware components
This system is mainly composed of the following components: PBX (program-controlled switchboard), IVR (interactive voice server), CTI (computer telephony integration server), call center monitoring and management system, call center data storage server, online recording monitoring server, management service Taiwan (fax server), unified message processing platform and artificial agent assist system.
System topology 
System function introduction
1. Use a high-performance PBX (telephone communication system) with a standard CTI interface to provide multiple line access modes, support: support for caller identification, BRI ISDN lines (2B+D), PRI ISDN lines (30B+) D), SS7 (SS7) and so on.
2. Provide support for digital extensions and analog extensions. The structured modules have good system scalability and are suitable for users of different sizes.
3. The highly-configured interactive voice response server provides clear and accurate automatic voice guidance to ensure the high quality of the system and improve the efficiency of the entire system.
4, provide convenient voice flow control, ordinary users can set their own process. Provide flexible script flow control language, advanced support can write voice flow, support DLL dynamic loading, TCP/IP remote control and other development interface, to achieve secondary development.
5, high-density voice interface program (maximum single 120), make full use of system resources, reduce system costs. Multiple IVR servers can be networked to ensure that the system has good scalability (the maximum system can reach 3000 channels). CTI and database external gateway are provided to ensure convenient connection with various external systems (CTI servers) and databases.
6. Adopt international standard CTI interface (TAPI, TSAPI, CSTA) to ensure the versatility of the system and connect multiple types of switches.
7. Provide powerful and perfect artificial agent management functions (security verification, work status records, etc.), with priority queuing function to ensure that users get service in the shortest time.
8. A detailed working record can be made for the call center, which can be easily managed.
9. Provide external standard ActiveX control interfaces, provide convenient connection methods for external systems (especially artificial agent auxiliary operating systems), and provide strong support for the further development of CRM.
10. The real-time monitoring of the telephone communication system provides the administrator with real-time display of the telephone communication status of the entire system, including the working conditions of all extensions and external lines in the communication system, and real-time statistical data graphic display. This module does not require CTI server support and can be used as a single feature.
11. Provide a complete call data statistics function, which can count the agent's work data, external work data, and grouped queuing work data in any time period.
12, can be fully integrated with the voice process, can be directly loaded on the IVR server, to achieve free and alternate fax voice.
13, provide a variety of voice compression ratio, make full use of storage space and reduce system costs.
14. High-density system solutions (maximum 120 channels for digital interface recording and 64 channels for analog interface recording) to fully utilize system resources and save system costs.
15. Use standard ActiveX controls for development to ensure system portability.
NORCO industrial computer configuration
In the call system, IVR (Interactive Voice Server), CTI (Computer Telephony Integration Server), call center monitoring and management system, online recording monitoring server, and Fax Server computer hardware platform are all provided by North China Industrial Controls.
Industrial CPU Card: NORCO-740VE
Industrial Chassis: RPC-900 (provides 10 drive positions)
Industrial backplane: PBP-15P7
CPU: 1.7GB MHz
Memory: 256MB
System review:
At present, this CTI solution has been applied in many enterprises and institutions. With stable performance, system scalability, and good price, it has brought a lot of good economic benefits to the company. When the SAR epidemic spreads, the CTI (call center) system has shown importance, and more and more companies are realizing the advantages of the CTI system. The IPC products created by the North China Industrial Controls will provide a stable and reliable hardware platform for CTI system integrators.
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