Support system of softswitch call center system

Support system is the general name of the computer information system that supports the operation and management of telecommunication services , According to the function, it can be divided into ： Business support system （BSS）、 Operation support system （OSS）、 Management support system （MSS）.
The construction of supporting system of softswitch call center system should be based on the overall deployment of informatization strategic planning of telecom enterprises , absorption eTOM、NGOSS Research results and successful application experience of international informatization model , Combined with the specific characteristics of soft switch call center system , unified planning , Distributed implementation , While meeting the characteristics and application of soft switch call center system , Maintain consistency with existing support systems , Achieve high utilization and integration of system resources .
2.8.1 Business support system
Those who have PSTN For traditional operators , The soft switch call center system is used to provide services to users , Its business management process should basically refer to the existing PSTN And intelligent network service management process , According to the business characteristics of soft switch call center system , Add corresponding features of business management , For example, it provides users' self configuration and self acceptance of services , Business management should support decentralization and domain .
Add functional modules supporting softswitch call center services , It can meet the operation requirements of soft switch call center business . Accounts 、 Relocation 、 downtime 、 Recovery 、 Account cancellation and other businesses are handled in the form of electronic work orders .
According to the characteristics of softswitch call center network , The business support system includes the business front desk 、 Outside the customer service center and other business interfaces , The network interface shall also be provided , Allow users to serve themselves . User self service provides users with pre acceptance of account opening through interactive interface 、 Relocation 、 Consumer account 、 Business application 、 Business property configuration 、 Business cancellation 、 Call fee query and other functions , An operation that cannot take effect in real time returns the acceptance number to the user , For users to query in the future .
The user self-service system can be transformed from the existing business support system , Leverage existing customer service 10000 As IVR Acceptance access ; It can also be combined with the construction of the existing online business hall and other peripheral systems , Embedded in existing systems as an extension , The user self-service system shall be connected with the soft switch call center network management system and IBSS There is an automatic interface between , The system shall meet the requirements of softswitch call center users for service configuration and related queries .
With SHLR The gradual introduction of the ne , Add support system and HLR Automatic interface between , Relevant data will be written into at the same time of business acceptance SHLR, For no PSTN For emerging operators , A new business support system can be established according to the actual needs , Compared with traditional operators , Easy to implement the process .
2.8.2 Network management system
The management system of the soft switch call center network consists of the network element management system 、 Network management system and business management system , It is the management part of soft switch call center network , It is mainly responsible for the network elements in the soft switch call center network 、 Association between network elements and service management .
at present , The more mature method is to use the manufacturer's centralized network element management system and IAD The network management system centrally manages the network elements of the soft switch call center , The network element management system and the core equipment of the soft switch call center shall be constructed in a supporting manner , It is placed in the local network management center where the softswitch call center machine is located , Complete equipment maintenance 、 Management of user data and necessary monitoring statistics ; Other local networks covered by the soft switch call center can be accessed remotely 、 The edge equipment of the softswitch call center under its jurisdiction shall be distributed in the way of decentralization and domain （ Such as TG、AG etc. ） Maintain and manage relevant data ;IAD The network management system is based on each local network IAD Set the equipment layout scale , When the initial number of users is small , Several local networks can be set up together IAD Network management system , The local network performs data configuration and related maintenance through remote access of the maintenance terminal .
In the long run , The centralized network element management system of each local network shall provide North interface for interconnection with integrated network management system , Through the centralized network element management system, it can monitor and analyze the fault of the core equipment of the soft switch network .
The network management of soft switch call center needs to interact with various operation support systems in the current network , It mainly includes ：
√ Switching network management system ;
√ Telecommunication business system ;
√ Telecommunication resource management system ;
√ Subscriber line test system ;
√ Data network management system .
because IAD The number of devices is huge , Daily configuration management 、 The workload of maintenance and management such as fault management is large , Therefore, it can be established independently IAD Centralized equipment management system , However, the system shall have an interface with the centralized network management system of soft switch call center , The maintenance personnel shall be able to call directly on the centralized network management system of the soft switch call center network IAD The management function of the centralized management system .
The bearer layer of softswitch call center network is composed of IP Data management , However, it is required to have an interface with the soft switch call center network management .
2.8.3 The business management
near term , The business of the business platform can only be managed through the business management system provided by the manufacturer , In the future, the software and hardware maintenance management of the business platform can be gradually incorporated into the unified integrated network management system according to the operation and maintenance requirements .
The business platform must be able to support the decentralized and domain management of user business data and statistical data ; Realize the automatic interface interconnection with the front office business system , Open an account for the user's business 、 Application data synchronization is automatically written into the business platform database .