呼叫中心网关管理系统的设计与实现

发布时间：2018-10-08 09:13

【摘要】：随着计算机通信技术的日益成熟,现代呼叫中心经历了几代的发展,已经从最初基于PBX(Private Branch Exchange)的呼叫中心发展成为今天集网络技术,计算机技术,数据库技术,电信技术,互联网技术于一体的多功能系统。对于现代呼叫中心,基于板卡和Asterisk纯软件实施方案的架构,由于它的低成本,高性能,已经成为许多中小企业首选的网关解决方案。对于大多数用户来说,有一个方便简单的可视化界面是很必要的,为了方便管理网关,便于配置网关信息和对中继监控等,需要对基于Asterisk的网关设备设计一套网关管理系统方便用户使用和管理,根据呼叫中心需求,本文提出了一种网关管理系统的设计实现方案。本文首先介绍了网关管理系统课题的研究背景,详细阐述了呼叫中心的发展历史和Asterisk应用现状,提出了本课题的现实意义,然后对网关涉及的技术和协议做了一个详细介绍,网关是呼叫中心与PSTN(Public Switched Telephone Network)网络的转换设备,而协议是网关的本质,只有了解了协议,才能对呼叫流程和网关工作原理有一个清晰的了解。网关管理系统是在SCF(Server software Controling Framework)框架下设计实现的,它是一个server端程序的控制框架。本文对于网关管理系统的设计与实现大致分为两部分进行,一是网关后台系统的环境搭建测试,重点介绍了环境搭建,配置文件参数详解,网关基本功能配置实现,并且重点阐述了7号信令的集群实现。二是前台可视化界面的设计实现,在后台网关功能实现的前提下,给用户提供一个简单便捷的界面管理功能,包括基本功能参数配置,网关监控,系统管理等模块。接着对管理系统进行功能性测试,进而完成整个网关管理系统的设计实现工作。最后对网关管理系统的设计与实现工作进行总结,并对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.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP393.07

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