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
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_323453 |
| Date | January 2001 |
| Contributors | Leung, Cheung-chi., Chinese University of Hong Kong Graduate School. Division of Computer Science and Engineering. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English, Chinese |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, viii, 78 leaves : ill. (some col.) ; 30 cm. |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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