Baidu Open source of its own call center system

Original link: http://blog.chinaunix.net/uid-7931217-id-4549243.html Recently, Baidu Open source of its own call center platform system, Access address: Https://github.com/Baidu-ecom/CC Introduction

Baidu developed a set of call center based on the Internet application model, using a disruptive technology model, without any proprietary hardware equipment, to the general server + software model, relying on cloud computing technology, to complete the voice exchange and call control, while significantly reducing the cost of call center construction, while Still have unmatched high reliability.

Platform Features

1. Voice communication follows SIP protocol, voice access based on FreeSWITCH
2. Call control follows the CSTAII protocol
3. Network communications using BGCC components
4. Software for high reliability, reduced hardware dependencies and cost
5. Complete two-time development interface and platform
6. Baidu internal Large-scale application (more than 10000 seats), stability maintained at more than 99.996%
7. Subsequent open multimedia functions

Software implementation

1. Acd. Agent Login and routing services, providing control level, interface level two development package
2. AP. Agent Access Proxy for the ACD to share the pressure
3. Ims. Unified Call Model Maintenance
4. Ivr. Self-service voice interactive platform, providing visual customization of the IDE
5. RECORD. On-demand/automatic distributed call recording

Logical architecture

Typical networking scenarios

Manual Feature List

1. Login/Log Out
2. Rest
3. Free/Busy
4. Outside call
5. Response
6. Hanging off
7. Hold/Hold Back up
8. Consulting/Consulting/consultation Transfer/Consulting meeting
9. Single-Step transfer/single-step meeting
10. Strong Plug/Listen
11. Turn IVR
12. Set/Get on-the-road data

IVR Feature List Call class

1. Answer/Hang-off
2. Outside call
3. Bridge connection

Media class

1. Release the sound to receive the number
2. Play numbers, amounts
3. Recording
4. Accept Keys

Agent class

1. Apply for agent/Transfer agent/Cancellation request
2. Set/Get on-the-road data

Calculation class

1. Assign value
2. Comparison
3. Accessing the database
4. Access HTTP
5. Read INI file
6. JSON conversion
7. Start/Stop Timer
8. Journal Two development Manuals
   1. Agentbar Development Handbook
   2. IVR Development Manual
   Compile && Install
   1. How to INSTALL
   Configuration Instructions
   1. Access Wiki
   License
   1. Apache 2.0

Baidu Open source of its own call center system