After that, the papers show the introduction of next generation call center with which traditional call center compares and describes the importance of gatekeeper and IVR in next generation call center system. The concern of this paper is about the improvement and implemention of gatekeeper and IVR based on H.323 protocol. In the forth chapter, it shows the structure of gatekeeper program, and then focuses on the routing module and cascade module which is improved and implemented based on the concrete application by author. In the fifth chapter, the paper introduces the architecture of IVR, and then focuses on the improvement and implement ion of call control layer and application control layer. besides, the analyses of vxml configurable file impels the whole program to generate a good business standard. And this criterion also supports the high level business development well.Finally, this paper shows a detailed description of test on improved gatekeeper and IVR in the situation of simulated call center system, and the results achieve the target. Nowadays, the tow programs has passed tests and apply in HuBei Postal Company call center which called 11185 hotline.
