基于CTI技术的电信语音增值业务平台的设计与实现

广西师范大学硕士学位论文基于CTI技术的电信语音增值业务平台的设计与实现姓名：刘卫涛申请学位级别：硕士专业：计算机软件与理论指导教师：王强20090401ICTI2006CTI(ComputerTelecommunicationIntegration)CTICTICTICTIPCACEWEBInternetPSTN()CTIIIDesignandImplementationofVoiceValue-addedServicePlatformofTelecommunicationBasedonCTITechnologyAuthor:LiuWeitao;Supervisor:Prof.WangQiang;Specialty:ComputerSoftwareandTheory;ResearchDirection:SoftwareEngineering;Grade:2006ABSTRACTTheoperationserviceoftelecommunicationnetworkconsistsoftwomajorparts,namelyfoundationtelecommunicationserviceandvalue-addedservice.Alongwiththerapiddevelopmentofinformationization,thecompetitionoftelecommunicationmarketismoreandmoreintense,andcertainuserscannotbesatisfiedwiththefoundationtelecommunicationservicealready.Onlybydevelopingthenewserviceunceasingly,cantelecommunicationmarketattractmoreusersandraisetheeconomicefficiency.Therefore,thevalue-addedservicepropeledbytheinnovationoftechnologyandservicewillbecometheimportantdevelopmentdirectionoftelecommunicationoperation.CTIintegratescomputernetworkandtelephonenetwork,throughhardwareandsoftware,fusethecorrespondencefunctionoftelephoneandthedataprocessingandcontrolfunctionofcomputertogether,torealizethecommoncontrolandsynthesisapplicationofpronunciation,facsimileanddatacommunication.CTIisthekeytechnologyofimplementationoftheadvancedcallingsystem.WithoutCTItechnology,itisunabletorealizethesynchronizationoftelephonechannelandcomputernetworkdata,anditisdifficulttoguaranteetheefficiencyandqualityofserviceofcallsystem.Incallcenter,thecallcontrolisthebasicapplicationofCTItechnology.Theso-calledcallingcontrol,isreferstousetheapplicationprogramminginterfacetoconnectthepersonalcomputerwithtelephone,toperformthecontrolandprocessingoftelephonecallsbyusingcomputer,toconformeachkindofsignal,suchasvoice,data,fax,andrealizeseachkindoffunction,suchasinteractivevoiceresponse,voicemessagehandlingandsoon.Firstofall,inthispaper,theconceptoftelecommunicationvoicevalue-addedserviceiselaborated,andtheproductionbackgroundandthedevelopmentsituationofvoicevalue-addedserviceisanalyzed,andthecomputertelecommunicationintegrationtechnologyandcallingcenterwhichtakeCTIasthefoundationhasbeenstudied,theninthefoundationofcallingcenter,thetechnicalprogramwhichcanrealizethevalue-addedserviceplatformbasedonPCmachineandvoiceboardcardisproposed.Furthermore,thetotaldesignofplatformsystemhasanalyzedIIIandhowtochoosehardwareanddesignsoftwareisdiscussed.Fortheboardcard,akindofvoicecardfromHangzhouSynwayCo.hasbeenchosentodevelopapplicationssuchasvoicehandling,teleconference,faxandsoon.Forthesoftware,thetechnologiesincludingACE,multithreading,webserviceanddesignideabasedonmultiplelayerandmodularizationareadoptedindesignment,andthesystemhasdistributionalarchitecture,goodextensibilityandflexibility.Inthedesignofcallingflow,thefinitestatemachinemodelisusedtomodelthecomplexflow.Finally,eachmodulehasbeenabstractedintermsoftheobject-orientedthoughtandthevoicevalue-addedserviceplatformhasbeenrealized.Thedesignconceptwhichseparatesservicefromfunctionandthedistributionalarchitecturemodelbasedonthree-layerstructuresareproposedinthissystem.Thearchitecturemakesitpossiblethattheplatformisindependentandthedifferentservicesareseparated.Thiskindofarchitecturealsohasthecharacteristicsincludingstrongapplicabilityandeasyupgrade.Andtheservicemodulemaybedevelopedaloneandloadeddynamic.Theservicesincludingvoicenotice,teleconference,faxtransmission,phonetophoneandsoonareprovidedinthisplatform.Theyhavebeenusedtosatisfyuserswiththedemandsofinformationtransmissionandofficeefficiency.UsersmayentertheplatformthroughInternetandPSTN(fixed-linetelephone,cellphone,faxmachine)togaineachkindofvalue-addedserviceconveniently.Thisplatformalreadyhasbeenputintocommercialoperationinsomeareas,suchasTianjin,Guilin,Shandongandsoon.Andtheeffectisgood.KeywordsCTICallCenterVoiceBoardMulti-layerArchitectureCallFlow11.12008119.872008108512007231[1]e90%10%NTTDoCoMo200324%[2]5CTI21.29019935[3]2000920032[4]200260003305910330(ISP)VSAT[5]VAN3VPN[6](1)MHS(2)(3)EDIEDI(4)\(5)PC(6)(Internet)Chinanet(7)160168166[7]1.3CTIIVR()InternetCTI4PSTNCTIWEBCTIWEBInternetCTIWEBwebCTICTI(1)(2)(3)(4)(5)(6)IVR(7)(8)(9)(10)1.4CTICTICTI5CTI2.1CTI2.1.1CTICTICT(ComputerTelephony)InternetATMCTITTelephonyTelecommunicationCTI(ComputerTelecommunicationIntegration)[8]CTICTICTI[9]CTITelephony(T)Computer(C)Image(I)IPIPCTI(ComputerTelecommunicationImage)CTICTICTI5W(Whoever,Wherever,Whomever,Whenever,Whatever)CTICTII(ComputerTelecommunicationImageIntegration)CTI[10,11]2.1.2CTICTI80PC4KCTICTI6CTICTICTI[12,13]CTI1995ECTF(EnterpriseComputerTelephonyForum)CTI(2.1)CTICTI[14,15]2.1(1)(TelephonyServer)CTI(2)(ApplicationServer)CTIIVR(InteractiveVoiceResponse)TAPIAPI2.1CTICTI/(Client/Server)CT(ComputerTelephony)CTI2.1.3CTICTI[16]CTI71.CTI(1)CTICTI(2)CTI(3)(4)CTI(5)CTI2.CTI(1)(2)(3)CTI3.CTICTICTICTICTI/IPIPInternet[17]2.1.4CTICTICTIIPIPIETF(ISA)8RTPRSVPIPv6IPIPIPoverSDHIPoverATMInternet()[18,19,20]CTICTI[21,22]CTI24InternetCTICTICTICTIAPICTI()2.22.2.1(CallCenter)EmailInternet[23]9()()()[24](1)()(2)(3)(4)IP(