呼叫中心網(wǎng)關(guān)管理系統(tǒng)的設(shè)計與實現(xiàn)
發(fā)布時間：2018-10-08 09:13
【摘要】：隨著計算機通信技術(shù)的日益成熟,現(xiàn)代呼叫中心經(jīng)歷了幾代的發(fā)展,已經(jīng)從最初基于PBX(Private Branch Exchange)的呼叫中心發(fā)展成為今天集網(wǎng)絡(luò)技術(shù),計算機技術(shù),數(shù)據(jù)庫技術(shù),電信技術(shù),互聯(lián)網(wǎng)技術(shù)于一體的多功能系統(tǒng)。對于現(xiàn)代呼叫中心,基于板卡和Asterisk純軟件實施方案的架構(gòu),由于它的低成本,高性能,已經(jīng)成為許多中小企業(yè)首選的網(wǎng)關(guān)解決方案。對于大多數(shù)用戶來說,有一個方便簡單的可視化界面是很必要的,為了方便管理網(wǎng)關(guān),便于配置網(wǎng)關(guān)信息和對中繼監(jiān)控等,需要對基于Asterisk的網(wǎng)關(guān)設(shè)備設(shè)計一套網(wǎng)關(guān)管理系統(tǒng)方便用戶使用和管理,根據(jù)呼叫中心需求,本文提出了一種網(wǎng)關(guān)管理系統(tǒng)的設(shè)計實現(xiàn)方案。 本文首先介紹了網(wǎng)關(guān)管理系統(tǒng)課題的研究背景,詳細闡述了呼叫中心的發(fā)展歷史和Asterisk應(yīng)用現(xiàn)狀,提出了本課題的現(xiàn)實意義,然后對網(wǎng)關(guān)涉及的技術(shù)和協(xié)議做了一個詳細介紹,網(wǎng)關(guān)是呼叫中心與PSTN(Public Switched Telephone Network)網(wǎng)絡(luò)的轉(zhuǎn)換設(shè)備,而協(xié)議是網(wǎng)關(guān)的本質(zhì),只有了解了協(xié)議,才能對呼叫流程和網(wǎng)關(guān)工作原理有一個清晰的了解。 網(wǎng)關(guān)管理系統(tǒng)是在SCF(Server software Controling Framework)框架下設(shè)計實現(xiàn)的,它是一個server端程序的控制框架。本文對于網(wǎng)關(guān)管理系統(tǒng)的設(shè)計與實現(xiàn)大致分為兩部分進行,一是網(wǎng)關(guān)后臺系統(tǒng)的環(huán)境搭建測試,重點介紹了環(huán)境搭建,配置文件參數(shù)詳解,網(wǎng)關(guān)基本功能配置實現(xiàn),并且重點闡述了7號信令的集群實現(xiàn)。二是前臺可視化界面的設(shè)計實現(xiàn),在后臺網(wǎng)關(guān)功能實現(xiàn)的前提下,給用戶提供一個簡單便捷的界面管理功能,包括基本功能參數(shù)配置,網(wǎng)關(guān)監(jiān)控,系統(tǒng)管理等模塊。接著對管理系統(tǒng)進行功能性測試,進而完成整個網(wǎng)關(guān)管理系統(tǒng)的設(shè)計實現(xiàn)工作。 最后對網(wǎng)關(guān)管理系統(tǒng)的設(shè)計與實現(xiàn)工作進行總結(jié),并對下一步研究工作提出要求和期望。
[Abstract]:With the increasing maturity of computer communication technology, modern call center has experienced several generations of development. It has developed from call center based on PBX (Private Branch Exchange) to network technology, computer technology, database technology, telecommunication technology. Internet technology in one of the multi-function system. For modern call center, because of its low cost and high performance, the architecture based on board and Asterisk pure software implementation has become the preferred gateway solution for many small and medium-sized enterprises. For most users, it is necessary to have a convenient and simple visual interface. In order to manage the gateway, configure the gateway information and monitor the relay, etc. It is necessary to design a gateway management system based on Asterisk, which is convenient for users to use and manage. According to the demand of call center, a design and implementation scheme of gateway management system is proposed in this paper. This paper first introduces the research background of gateway management system, elaborates the development history of call center and the application status of Asterisk, puts forward the practical significance of this topic, and then makes a detailed introduction to the technology and protocol involved in the gateway. Gateway is the conversion device between call center and PSTN (Public Switched Telephone Network) network, and protocol is the essence of gateway. Only when we understand the protocol, we can have a clear understanding of call flow and the working principle of gateway. The gateway management system is designed and implemented under the SCF (Server software Controling Framework) framework. It is a control framework of the server program. The design and implementation of the gateway management system are divided into two parts. One is the testing of the environment of the gateway background system. The emphasis is on the environment construction, the detailed description of the configuration file parameters, and the implementation of the basic function configuration of the gateway. The cluster implementation of signalling 7 is discussed in detail. The second is the design and implementation of the foreground visual interface, which provides users with a simple and convenient interface management function, including basic function parameter configuration, gateway monitoring, system management and so on. Then the function of the management system is tested, and the design and implementation of the whole gateway management system is completed. Finally, the design and implementation of the gateway management system are summarized, and the requirements and expectations for the next research work are put forward.
【學位授予單位】：北京郵電大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：TP393.07
本文編號：2256222
[Abstract]:With the increasing maturity of computer communication technology, modern call center has experienced several generations of development. It has developed from call center based on PBX (Private Branch Exchange) to network technology, computer technology, database technology, telecommunication technology. Internet technology in one of the multi-function system. For modern call center, because of its low cost and high performance, the architecture based on board and Asterisk pure software implementation has become the preferred gateway solution for many small and medium-sized enterprises. For most users, it is necessary to have a convenient and simple visual interface. In order to manage the gateway, configure the gateway information and monitor the relay, etc. It is necessary to design a gateway management system based on Asterisk, which is convenient for users to use and manage. According to the demand of call center, a design and implementation scheme of gateway management system is proposed in this paper. This paper first introduces the research background of gateway management system, elaborates the development history of call center and the application status of Asterisk, puts forward the practical significance of this topic, and then makes a detailed introduction to the technology and protocol involved in the gateway. Gateway is the conversion device between call center and PSTN (Public Switched Telephone Network) network, and protocol is the essence of gateway. Only when we understand the protocol, we can have a clear understanding of call flow and the working principle of gateway. The gateway management system is designed and implemented under the SCF (Server software Controling Framework) framework. It is a control framework of the server program. The design and implementation of the gateway management system are divided into two parts. One is the testing of the environment of the gateway background system. The emphasis is on the environment construction, the detailed description of the configuration file parameters, and the implementation of the basic function configuration of the gateway. The cluster implementation of signalling 7 is discussed in detail. The second is the design and implementation of the foreground visual interface, which provides users with a simple and convenient interface management function, including basic function parameter configuration, gateway monitoring, system management and so on. Then the function of the management system is tested, and the design and implementation of the whole gateway management system is completed. Finally, the design and implementation of the gateway management system are summarized, and the requirements and expectations for the next research work are put forward.
【學位授予單位】：北京郵電大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：TP393.07
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