A CSTA framework for call center monitoring automatic call distribution : project report

Dissertant

Arshani, Muhammad Jawad

Thesis advisor

Rashidi, Taj al-Din

University

Al Akhawayn University

Faculty

School of Science and Engineering

Department

Computer Networks

University Country

Morocco

Degree

Master

Degree Date

2007

English Abstract

TTiis project consists In buildJng a Call Center solution for CSTA-Phase III oompliant PBXs.

Tlie solution comprises all necessary components for bultt^ing C^ll Center Solutions.

Namely \t is composed of a Cn server, ar Agent module^ and a Supervisor nwdule.

The CTl Server takes control over PBX routing and call establishment operations and provides monitoring and administering services.

It implements an automatic Call Distribution through Queues.

Upon call establishment, the cn Sen/er notifies the Supervisor(s) module by sending details about the communication.

The CTI server acts as a gateway (protocol converter) artd Implenwrts botji C5TA-Phase III pr

The Supervisor's module is able to act (terminate, spy etc.) directly on active communications/calls by sending requests (using a proprietary protocol) to the CTI Server which in turn fonivards them to the PABX.

The Agent's module is a daemon running on the call center's agents computers.

It receives notifications from tfie CTI server through a proprietary protocol.

A notifrcatlon Is received as soon as the agent receives a call.

Its purpose is to automatically display and populate on the agent's screen with a web-based CRM like applkiation with caller Information.

The CTI Server constantly listens to tl>e change of states of the different entities within the call center (that is agents, devices, calls etc.).

Ail operations and device/agent/tnunks status are automatically logged In a database by the Cn Server after each call, and are used for statistics and perfonnance analysis of the call center, Configuration files approach for Queues and Agent declaration has been adopted to allow a flexible parameterization of the framework.

Other configuration files are used by the CTI server to recognize the type of the PA8X, and to extract the information needed to establish a connection with it.

The CTT server also uses configuration files to establish a connection with the datat^ase, the Supen/isor"s module, and the Agent's module.

In their turn, the Supervisor and Agent modules use configuration files to access the database and to kxiate the CTI server.

A particular attention has been given to packaging and deptoyment.

The CTI server, the database and the modules that font) the framework can be Installed and run with minimal hardware and software requirements over any CSTA compliant PABX: Only a recent Java virtual machine is required to oin ti^e Supen/isor and the Agent modules, while the CTI Server is a Win32 executable file.

The Solution has been successfully tested on Siemens Hipath 3000 P5X and 4 phones.

Cun-ent limitations and the appropriate recommendations have been formulated.

Main Subjects

Information Technology and Computer Science

No. of Pages

104

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-629708