【作者】 郭晨；

【导师】 詹舒波；

【作者基本信息】 北京邮电大学 ， 计算机科学与技术， 2013， 硕士

【摘要】 随着经济的发展和网络技术的日臻成熟,企业开始广泛使用呼叫中心系统来与客户进行沟通交流,旨在为客户提供个性化、定制化的高质量服务,从而达到提高企业业务量的目的。一个好的中继网关的选择对于呼叫中心的业务展开有着重要的意义。根据呼叫中心的需求,本文提出了使用Asterisk作为呼叫中心网关模块的一种解决方案,并在此基础上完成了网关管理系统的设计与实现。本文首先介绍了该课题的研究背景,分析了呼叫中心的发展历程及Asterisk应用于呼叫中心的多种优点,并分析了Asterisk软件当前的应用现状,总结了本课题的现实意义。随后对于Asterisk网关可能涉及到的协议进行了研究和分析。协议是网关工作的本质所在,通过对各种协议的格式、流程分析,熟悉了呼叫建立和拆除的过程,明确了网关在呼叫过程中的重要作用。本文对于网关管理系统的设计实现主要分为两大部分：一是后台网关系统的搭建。二是管理页面的设计与实现。在网关系统的搭建和测试过程中,重点介绍了Asterisk网关的配置文件种类、文件的作用、文件中的参数及意义,并实现了SIP/ISUP网关、SIP/PRI网关的配置,实现了网关的基本功能。并模拟实际组网环境,使用手工或者自动化软件完成网关软件功能、并发性和稳定性的测试。大量的测试数据证明了Asterisk软件的良好性能以及作为网关模块的可行性。在管理页面的设计实现中,将页面功能分为多个模块,重点对各功能模块的配置项进行了详细的需求分析,并借助HTML语言和业务逻辑语言SLP完成了页面的实现。接下来的测试结果显示了系统成功完成设计中提出的各项功能,界面友好,操作简单,实现网关软件便捷化、简单化的管理和维护,也完成了整个中继网关管理系统的设计和实现。最后,本文对中继网关管理系统的开发工作进行总结,并提出了下一步工作的研究重点。更多还原

【Abstract】 With the development of economy and network technology, companies begin to use the call center system to communicate with customers widespreadly, providing personalized, customized high quality services, so as to achieve the purpose of improving business. A good choice of trunk gateway has important significance for the call center business expansion. According to the needs of the call center, this paper puts forward to use Asterisk as the gateway module of call center, and on this basis, completes the design and implementation of the gateway management system.This paper firstly introduces the research background, and analyses the development of the call center and a variety of advantages when Asterisk used in call center. Then it analyses the current application status of the Asterisk software, summarizes the practical significance of this subject. It is followed by the research and analysis of protocols which may be related with the Asterisk Gateway. The essence of the gateway work is protocols. Through the analysis of the format and process of the various protocols, familiar with the call setup and teardown process, it has been clear about the important role of the gateway in the call process.The design and implementation of the gateway management system in this paper mainly divided into two parts:First, builing the gateway system in the background, second, the design and implementation of the management page. In the building and testing process of gateway system, it mainly introduces the types and effects of the Asterisk gateway configuration files and significance of the parameters in the files. Then it completes the SIP/ISUP gateway and SIP/PRI gateway configuration to achieve the basic functions of the gateway. It simulates the actual network environment, using manual or automated software to complete the features, concurrency and stability testing. A large number of test data prove the good performance and feasibility of the Asterisk software as a gateway module. In the design and implementation of the management page, the page is divided into multiple modules, focusing on a detailed needs analysis for each functional module configuration items, and complete the page with the HTML language and business logic languages SLP. The next test results show that the system has successfully completed the design with friendly interface, simple operations, and achieved the simplistic and convenient management and maintenance. It has completed the design and implementation of the whole gateway management system.Finally, in this paper, the trunk gateway management system development work is summarized, and put forward the further research emphases.更多还原