WebRTC系统中总机服务的设计与实现

发布时间：2019-07-04 21:12

【摘要】：WebRTC是一项基于浏览器的实时P2P音视频互通技术。它使得企业开发Web音视频应用的门槛大大降低。同时,基于Web的总机服务则是企业帮助用户解答问题、拉近用户和企业距离的重要途径。同样为Web应用,将WebRTC系统和总机服务结合起来,可以将总机业务当作是WebRTC系统扩展的一个新的方向,利用WebRTC技术,总机服务可以提供音视频互通这种新的交互方式。本文将WebRTC系统和总机服务结合起来,设计并实现了 WebRTC系统中的总机服务。本文的总机服务包含自动总机业务和人工总机业务两种应用场景。在自动总机业务场景中,通过会话状态机,结合大规模存储和搜索解决方案,使得外部用户和自动总机可以进行自助交互、账号查询,关键词搜索服务;在人工总机业务场景中,通过WebRTC技术、WebSocket技术、事件驱动模型,结合动态的负载均衡策略和排队论相关模型,实现了客服人员分配策略,外部用户等待时间评估,外部用户和客服人员音视频互通服务。同时,本文也描述了WebRTC系统集成总机服务的方案,通过开放Socket端口,使得总机服务和原有WebRTC系统仅具备较低的耦合性,且不影响原有系统。本文首先介绍总机服务的业务需求并分析了技术方案,接着描述了自动总机组件和人工总机组件的设计和实现,最后进行了功能性和非功能性两方面的测试,验证了系统的设计和实现符合预期。
[Abstract]:WebRTC is a browser-based real-time P2P audio and video interworking technology. It greatly reduces the threshold for enterprises to develop Web audio and video applications. At the same time, the switchboard service based on Web is an important way for enterprises to help users solve problems and narrow the distance between users and enterprises. Also for Web applications, combining WebRTC system with switchboard service, switchboard service can be regarded as a new direction of WebRTC system expansion. By using WebRTC technology, switchboard service can provide audio and video interworking. In this paper, the WebRTC system and switchboard service are combined, and the switchboard service in WebRTC system is designed and implemented. The switchboard service in this paper includes two application scenarios: automatic switchboard service and manual switchboard service. In the automatic switchboard business scenario, through the session state machine, combined with large-scale storage and search solutions, external users and automatic switchboard can carry out self-help interaction, account query, keyword search services; In the artificial switchboard business scenario, through WebRTC technology, WebSocket technology, event-driven model, combined with dynamic load balancing strategy and queuing theory related model, the customer service personnel allocation strategy, the external user waiting time evaluation, the external user and the customer service personnel audio and video interworking service are realized. At the same time, this paper also describes the scheme of integrating switchboard service in WebRTC system. By opening Socket port, the switchboard service and the original WebRTC system only have low coupling, and do not affect the original system. In this paper, the business requirements of switchboard service are introduced and the technical scheme is analyzed, then the design and implementation of automatic switchboard component and manual switchboard component are described. finally, the functional and non-functional tests are carried out to verify that the design and implementation of the system are in accordance with expectations.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP393.092

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