Recently, the VoIP protocols that are increasingly focused on major vendors and experts have been recognized. SIP enters practical applications from the laboratory and will support the new era of IP communication and call centers. The SIP (Session Initiation Protocol session starting protocol is a signaling protocol for Internet Conference and Phone, initially submitted by the IETF MultiParty MultiMedia Session Control Working Group. Special for VoIP design and H.323 agreement, SIP is specifically an agreement for IP phones, especially combined with Internet design, which has obvious superiority. The combination of SIP and call center is first, and SIP has excellent scalability because it greatly reduces the pressure on the central node (core network server). In the same case, the system's processing capability can be greatly improved. Second, SIP is closely combined with existing Internet applications, including web and email businesses, and clicking Dial (Click to Dial) and Click to Fax, etc. are SIP based. Third, for engineers, SIP has a very simple advantage to make an Internet phone. In summary, SIP and H.323 are the results of their respective traditional camps (telecommunications fields and Internet areas). H.323 is proposed in ITU, which attempts to put the IP phone as a well-known traditional phone, just the transmission mode has become a packet exchange; while the SIP focuses on an application on the Internet, Signaling and QoS is added more than other applications (such as FTP, E-mail, etc.). SIP is based on softswitch design, which represents the next generation of IP call communication, but it is necessary to further strengthen in centralized and interactive management. For this reason, we will mention the combination and application of SIP and CTI techniques. Combined with Call Center combined with SIP and Call Center will bring new value-added points. The call center of the SIP protocol is not need to worry about the large-load requirements for the core network server, and the efficiency of call processing is greatly improved. This advantage is just a better demand for the growing number of companies in China's current cross-regional providing customer service. The distributed call center is not only conducive to the expansion of enterprises, branches, but also supports distributed organizational structures. It also effectively utilizes the resource difference between the field, such as human cost, etc., to maximize resource utilization; and SIP's good support for mobile devices such as mobile phones, PDA, makes different land / remote customer service personnel more flexible. At the same time, the Dispersion Characteristics of the SIP protocol itself imparts extremely excellent scalability to distributed call centers. Support for multimedia applications, SIP will be a powerful guarantee for multimedia call centers. SIPs based on text-based SIP provide very good support for multimedia, including online instant communication, voice data transmission, video data transmission, etc., and SIP supports multiple media. At the same time, communication, that is, while talking or conference, you can simultaneously transfer files, video information, etc. The call center is the addition of SIP's supplementary management and interactive management, and the SIP is imposed in the interaction of SIP-based design, but CTI-based call center technology is precipitated. CTI technology will give SIP to Voice Mail, traffic intelligence assignment, automatic voice response, unified message platform, data statistics, and reports.
