Date: 22 Jun 2001

An Approach to Internet-Based Virtual Call Center Implementation

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Abstract

The era of classical PBX-based call centers has passed. Those systems were proprietary and closed, i.e. with fixed functionality. Today, the Internet and multimedia applications are becoming more and more popular across the world, and there is a lot of effort in both academia and industry to build and deploy modern Internet-based call centers. This paper should be viewed as a contribution to these efforts. It presents our approach to Internetbased virtual call center implementation. In contrast to other efforts, we consider the virtual call center as a universal infrastructure, which could be used as a telecommunication management network center and as an intelligent network service control point, too. In the paper we present our concept, the most interesting implementation details, and pilot network configuration.