With the development of relating technologies in hardware and software, VoIP has been widely used. The new generation VoIP Call Center calls for new demand for ability of distribution and faster development. The request of the customer service is no longer calls though telecommunication network, but also multimedia methods, such as business handing, remote authentication, fax, instant message, record of the call, text-to-speech and IVR. The stability, automation, data transmission and process, as well as the customer feedback capability of the agent platform are highly demanded.To begin with, conception related to VoIP technology was given, and comparision between traditional call center and IP call center were also mentioned. After demand analysis, a plan based on soft switch and H.323 protocol which can process telephone traffic and business simultaneously was given. The implementation included ordinary agent and monitor agent. At the same time, the improvement of the agent was mentioned. Finally, the plan to test the project was given and the test result was discussed.Web Service and mid-ware technology has facilitated the development of the call center. The paper presents a solution of Web Service and mid-ware for soft agent in VoIP call center. It deals with calling operation and application operation simultaneously based on soft-switch and H.323 protocol. Also the system can be used in different operation system. The result shows that the method improved the efficiency and flexibility of the agent. Advanced upgrades of the system are more facilitate, and the design is more reasonable. The new plan also contributes to the balance of the task distribution of the entire call center and the performance of the call center has improved significantly.
