Abstract
The analysis of the principles of creation and stages of development of service centers of calls on PSTN and NGN networks is carried out, the skeleton diagram of the intellectual service center of calls on NGN network performing functions of reception, collecting and processing of statistical information on the arriving requests for submission of the reporting on functioning and forecasting of behavior of the equipment of the center and network in general in these or those situations is developed. Are developed a database structure with the indication of functional subsystems. It is noted that collecting statistics about the arriving requests in the center for each network segment allows to be realistic about quality indicators, qualities of work of each operator and service staff, to determine the arising damages of subscriber lines by network and to increase qualities of service to clients. Besides, unlike the previous centers intellectual service center of calls on NGN networks reception and service of the arriving requests is carried out in the automatic mode.
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