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Leung Cheung-chi. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2001. / Includes bibliographical references (leaves 76-78). / Abstracts in English and Chinese. / Chapter 1 --- INTRODUCTION --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- Objective --- p.2 / Chapter 1.3 --- Overview of the Thesis --- p.3 / Chapter 2 --- APPLICATION OF VOIP IN CALL CENTER --- p.6 / Chapter 2.1 --- An Intelligent IP-based Call Center Model --- p.6 / Chapter 2.1.1 --- Major Components --- p.7 / Chapter a) --- VoIP Gateways --- p.7 / Chapter b) --- Automatic Call Distributor (ACD) --- p.8 / Chapter c) --- Operators --- p.8 / Chapter d) --- Monitoring Tool --- p.9 / Chapter 2.1.2 --- Major Functions --- p.9 / Chapter 2.2 --- Experimental Study of an IP-to-IP Call Center - VoIP Application in Education --- p.10 / Chapter 2.2.1 --- Architecture --- p.11 / Chapter 2.2.2 --- Voice Connection Server --- p.12 / Chapter 2.2.3 --- Call Establishment --- p.14 / Chapter 2.2.4 --- A Preliminary Implementation --- p.14 / Chapter 3 --- THE ACD AND ITS SOFTWARE STRUCTURE --- p.17 / Chapter 3.1 --- Three-Layer Software Structure --- p.17 / Chapter 3.1.1 --- Network Infrastructure Layer --- p.18 / Chapter 3.1.2 --- Call Management Layer --- p.18 / Chapter 3.1.3 --- Application Layer --- p.19 / Chapter 3.1.4 --- Interoperation Between Layers --- p.19 / Chapter 3.2 --- Advantages of Adopting this Software Structure --- p.20 / Chapter 3.3 --- Functional Overview of the ACD --- p.21 / Chapter 3.3.1 --- Call Establishment --- p.21 / Chapter 3.3.2 --- Call Waiting --- p.23 / Chapter 3.3.3 --- Call Forwarding --- p.25 / Chapter 3.3.4 --- Routing Mechanism in the ACD --- p.26 / Chapter a) --- "Queues, Operator Groups and Operators" --- p.26 / Chapter b) --- Priority Based Call Routing --- p.28 / Chapter c) --- Routing of New Incoming Calls --- p.29 / Chapter d) --- Assigning Calls in Waiting Queues to Operators --- p.32 / Chapter 4 --- IMPLEMENTATION OF THE ACD --- p.34 / Chapter 4.1 --- Requirements in implementing the ACD --- p.34 / Chapter 4.1.1 --- Asynchronous Method Call --- p.34 / Chapter 4.1.2 --- Transaction Planning --- p.36 / Chapter 4.1.3 --- Failure Handling --- p.37 / Chapter 4.2 --- Available Technologies --- p.38 / Chapter 4.2.1 --- Enterprise JavaBean (EJB) --- p.38 / Chapter a) --- Entity Bean --- p.40 / Chapter b) --- Session Bean --- p.40 / Chapter c) --- Usage of Session Beans and Entity Beans --- p.41 / Chapter 4.2.2 --- COM+ --- p.42 / Chapter 4.2.3 --- EJB vs COM+ --- p.43 / Chapter 4.3 --- Implementation --- p.47 / Chapter 4.3.1 --- Mapping the EJB model to the Implementation of the ACD --- p.47 / Chapter 4.3.2 --- Design of Entity Beans --- p.49 / Chapter 4.3.3 --- Design of Session Beans --- p.51 / Chapter 4.3.4 --- Asynchronous Method Call --- p.53 / Chapter 4.3.5 --- Transaction Planning --- p.55 / Chapter 4.3.6 --- Failure Handling --- p.57 / Chapter a) --- Failure Handling for VoIP gateways --- p.58 / Chapter b) --- Failure Handling in the ACD --- p.60 / Chapter 5 --- AN EXPERIMENT --- p.64 / Chapter 5.1 --- Experiment on the Call Center Prototype --- p.64 / Chapter 5.1.1 --- Setup of the Experiment --- p.64 / Chapter 5.1.2 --- Experimental Results --- p.66 / Chapter a) --- Startup Time for Different Components --- p.66 / Chapter b) --- Possessing Time for Different Requests --- p.67 / Chapter 5.2 --- Observations --- p.69 / Chapter 5.2.1 --- Observations on Experimental Results --- p.69 / Chapter 5.2.2 --- Advantages and Disadvantages of Using EJB --- p.70 / Chapter 6 --- CONCLUSIONS --- p.72 / BIBLIOGRAPHY --- p.76

Also issued as a Ph.D. thesis in the Dept. of Electrical Engineering, 1973. / Bibliography: p. 51.

The invention of the telephone and the telegraph opened the door to worldwide corrmunications. Over the years, complex and versatile corrmunication systems have evolved involving many devices and technologies. Switching protocols between switching offices have been established in accordance with the nature of the machines and with the capabilities of the transmission medium and its environment. Switching systems are now stored program oriented, providing a more generalized and digitally oriented internal switching capability. This report will discuss the Time Slot Interchange ( TSI), an important component of the Digital Central Office (DCO). The operation of the send section and the receive section and their relationship to the port group highways and cross office highways are presented in detail. The various TSI corrmands for performing the necessary operations are discussed. The TSI considered is that designed by Stromberg-Carlson, and future design trends in the design are presented.