基于NGN嵌入式技术的企业商务系统研究与设计

发布时间：2018-03-31 09:37

本文选题：企业商务系统　切入点：呼叫中心　出处：《电子科技大学》2012年硕士论文

【摘要】：呼叫中心作为企业和客户沟通的重要工具，伴随着通信和网络技术的发展，融入越来越多的先进通信和计算机技术，目前演进到了第五代。新一代的呼叫中心大大提升了企业效益，被应用到银行、电信、物流、公共服务等诸多领域，是未来企业新的增长点。本文所指企业商务系统，是企业对外沟通的软硬结合的通讯服务系统，是广义上的呼叫中心，因此文中所涉及企业商务系统和呼叫中心均为同一含义。下一代网络（Next Generation Network），核心内容是在一个统一的网络平台上以统一管理的方式，通过多媒体的形式开展业务，其在整合现有的市内固定电话、移动电话的基础上（统称FMC），提供电话、传真、短信、电子邮件、网上音频、网上视频等多媒体数据服务及其他增值型服务。平台的主要实现方式为IP技术，最终实现统一通信，其中VoIP将是下一代网络中的重点。利用软交换技术，可以提供开放的、综合的下一代网络体系结构，最大限度的提高现有电信网络投资收益，并确保现代电信网络能够平稳过渡到下一代电信网络。也就是在不影响已有网络业务的前提下，通过软交换技术以及软交换产品就能够有效实现PSTN/ISDN网络和因特网的互相通联。基于企业信息化需求，本文提出并设计一种基于NGN嵌入式技术的并与企业业务密切结合的商务系统，该系统提供音频和视频无差别三网共通传输，全线产品可平滑迁移至IMS网络，实现真正的三网合一，并以此实现企业商业服务的系统化、信息化、高效化，将使中小企业以很低成本建立起完善的商用服务系统，提高企业销售和服务质量，提升企业形象和核心竞争力，推动中小企业信息化进程。首先，本文简要介绍基于软交换的下一代电信网络(NGN)的产生背景、概念及特点；其次，，讨论了涉及的有关技术，进一步阐述了下一代电信网络的体系结构，以及软交换的核心内容；然后，分析了一般传统呼叫中心的架构及其缺陷，提出了基于软交换的呼叫中心模型；并以Asterisk为基础设计了软交换企业呼叫中心方案，对体系架构以及各个相关功能进行了完整的介绍；最后，重点介绍了呼叫中心的核心子系统的实现，对ACD子系统的各类功能进行了详细的介绍。第七章说明了系统测试结果，最后一章进行了课题总结及下一步工作的展望。
[Abstract]:As an important tool for communication between enterprises and customers, with the development of communication and network technology, call center integrates more and more advanced communication and computer technology. At present, it has evolved to the fifth generation. The new generation of call centers have greatly improved the efficiency of enterprises, and have been applied to many fields, such as banking, telecommunications, logistics, public services, and so on, which are the new growth points of enterprises in the future. It is a soft and hard communication service system, and is a call center in a broad sense. Therefore, the business system and call center involved in this paper have the same meaning. Next Generation Network, the core of the next Generation Network, is to operate on a unified network platform in a unified, multimedia format that integrates existing local fixed phones. On the basis of mobile phone (collectively referred to as FMCN, providing multimedia data services such as telephone, fax, short message, email, online audio, online video and other value-added services, etc.) the main way to implement the platform is IP technology, and finally realize unified communication. Among them, VoIP will be the focus of next generation network. Using soft switch technology, we can provide open and integrated next generation network architecture, and maximize the investment income of existing telecommunication network. It also ensures the smooth transition of modern telecommunication network to the next generation telecommunication network, that is, under the premise of not affecting the existing network services, the interconnection between PSTN/ISDN network and Internet can be realized effectively through softswitch technology and softswitch products. Based on the requirement of enterprise informatization, this paper proposes and designs a business system based on NGN embedded technology and closely combined with enterprise business. The whole line of products can be smoothly migrated to the IMS network to realize the real integration of three networks, and to realize the systematization, informationization and high efficiency of the business service of the enterprise, which will enable the small and medium-sized enterprises to set up a perfect commercial service system at very low cost. Improve enterprise sales and service quality, enhance enterprise image and core competitiveness, promote small and medium-sized information process. Firstly, this paper briefly introduces the background, concept and characteristics of NGN based on softswitch. Secondly, it discusses the related technologies, and further expounds the architecture of NGN. And the core contents of softswitch. Then, the architecture and defects of traditional call center are analyzed, and the call center model based on softswitch is proposed, and the call center scheme of softswitch enterprise is designed based on Asterisk. The architecture and the related functions are introduced. Finally, the implementation of the core subsystem of the call center is introduced, and the various functions of the ACD subsystem are introduced in detail. Chapter 7 shows the test results of the system. The last chapter makes a summary of the topic and the prospect of the next work.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：TN916.2;TP368.1

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