基于SIP协议预测外呼系统的研究与实现
摘要
呼叫中心又称为客户服务中心,现代呼叫中心是一种基于CTI(ComputerTelephony Integration)技术,并将通信网和计算机网的功能集成,进而与企业连为一体的一个完整的综合信息服务系统,它是为现代商业中针对客户服务、市场营销、技术支持和其他的特定商业活动而接受和发出呼叫的产物。随着呼叫中心的运营成本,管理架构不断提出更高的要求,IP呼叫中心应运而生,成为呼叫中心发展的方向。IP呼叫中心在管理、应用、扩展和成本等方面较传统呼叫中心有着突出的优势。
本文主要研究呼叫中心中的基于SIP协议的预测拨号系统。本拨号系统基于IP技术,采用预测外拨方式,很好地提高了外拨结果的辩识能力,还可以系统地预测人工坐席的空闲时间;由系统引擎模块控制后台发起外拨动作,此种外拨方式效率最高。此外,本文对现在基于H.323协议族的IP电话系统进行了分析,并指出其存在的缺陷,提出了基于SIP协议的新一代预测拨号系统。基于SIP协议的预测拨号系统实现了分布式的呼叫中心,充分发挥了工作场合无要求的灵活性。论文的主要工作包括以下几个方面:
首先,对预览式外拨、主动式外拨和预测式外拨这三种外拨方式进行了对比,指出了预测式外拨相对于前两种外拨具有更高的外呼效率;之后,介绍了基于VOIP的呼叫中心,引出了VOIP技术的相关协议,如:SIP协议、H.323协议和SDP协议等等。通过对比传统电话网使用的H.323协议所带来的缺陷,给出了现代IP电话网使用的SIP协议的优势。
然后,提出了本论文研究和设计的基于SIP协议的外拨系统的设计构想,详细给出了系统的整体构成以及本人所完成的各模块的设计与实现;并对所设计的关键技术进行了详细剖析:预测外拨系统较高的外呼效率很大程度取决于呼出预测方法,本系统所采用的呼出预测方法可以根据历史呼叫结果和当前系统资源情况,进行自反馈学习,动态的调整后续的呼出,这种自学习的预测方法达到了系统资源最优化。
最后,对系统进行了功能和性能测试。通过测试,验证了基于SIP协议的预测外呼系统通过先进的预测方法能够极大的提高坐席的工作效率;也证明本系统可以达到预期的承载能力。
Call Center is an integrated information service system on the basis of typical Computer Telephony Integration technology. It is an offspring used for calls which plays an important role in customer service, marketing, technology supporting and other special commercial activities. In these years, with the popularity of network and improvement of the Internet, multimedia communication technology has been rapid and extensive development. In this situation, SIP, an abbreviation of Session Initiation Protocol defined by IETF, appears as a better solution than the H.323 used in IP phone system.
This paper researches mainly predictive dialer systems based on SIP protocol in Call Center. Predictive dialer system based on IP technology greatly promotes actualization of actively marketing tactic and service of telemarketing in Call Center. Predictive dialer subsystem is a leap in Call Center Dialer system . It enhances differentiation ability of calling outcomers, predicts manpower agent's vacant state. On the basis of these, engine module of dialer system controls background module to initiate actions, and this kind of dialer system has the highest efficiency of calling. Most of the IP phone system is based on the H.323 protocol suite. H.323 follow the traditional telecommunications network operation and management, the more complex the agreement itself. However, IP telephony is inevitable when applied to existence of defects. The application of the simple and flexible SIP gets over H.323 defects. It supports the newer generation predictive dialer system applied to the distributed Call Center.
This paper introduces the research and design of the predictive dialer system based on SIP, and then introduces VOIP technology, SIP protocol and SDP protocol, a comparison of H.323 protocol with SIP protocol. Then, an introduction of design and implement of dialer system. Finally, an introducution of the challenges and prospects of SIP.
本文主要研究呼叫中心中的基于SIP协议的预测拨号系统。本拨号系统基于IP技术,采用预测外拨方式,很好地提高了外拨结果的辩识能力,还可以系统地预测人工坐席的空闲时间;由系统引擎模块控制后台发起外拨动作,此种外拨方式效率最高。此外,本文对现在基于H.323协议族的IP电话系统进行了分析,并指出其存在的缺陷,提出了基于SIP协议的新一代预测拨号系统。基于SIP协议的预测拨号系统实现了分布式的呼叫中心,充分发挥了工作场合无要求的灵活性。论文的主要工作包括以下几个方面:
首先,对预览式外拨、主动式外拨和预测式外拨这三种外拨方式进行了对比,指出了预测式外拨相对于前两种外拨具有更高的外呼效率;之后,介绍了基于VOIP的呼叫中心,引出了VOIP技术的相关协议,如:SIP协议、H.323协议和SDP协议等等。通过对比传统电话网使用的H.323协议所带来的缺陷,给出了现代IP电话网使用的SIP协议的优势。
然后,提出了本论文研究和设计的基于SIP协议的外拨系统的设计构想,详细给出了系统的整体构成以及本人所完成的各模块的设计与实现;并对所设计的关键技术进行了详细剖析:预测外拨系统较高的外呼效率很大程度取决于呼出预测方法,本系统所采用的呼出预测方法可以根据历史呼叫结果和当前系统资源情况,进行自反馈学习,动态的调整后续的呼出,这种自学习的预测方法达到了系统资源最优化。
最后,对系统进行了功能和性能测试。通过测试,验证了基于SIP协议的预测外呼系统通过先进的预测方法能够极大的提高坐席的工作效率;也证明本系统可以达到预期的承载能力。
Call Center is an integrated information service system on the basis of typical Computer Telephony Integration technology. It is an offspring used for calls which plays an important role in customer service, marketing, technology supporting and other special commercial activities. In these years, with the popularity of network and improvement of the Internet, multimedia communication technology has been rapid and extensive development. In this situation, SIP, an abbreviation of Session Initiation Protocol defined by IETF, appears as a better solution than the H.323 used in IP phone system.
This paper researches mainly predictive dialer systems based on SIP protocol in Call Center. Predictive dialer system based on IP technology greatly promotes actualization of actively marketing tactic and service of telemarketing in Call Center. Predictive dialer subsystem is a leap in Call Center Dialer system . It enhances differentiation ability of calling outcomers, predicts manpower agent's vacant state. On the basis of these, engine module of dialer system controls background module to initiate actions, and this kind of dialer system has the highest efficiency of calling. Most of the IP phone system is based on the H.323 protocol suite. H.323 follow the traditional telecommunications network operation and management, the more complex the agreement itself. However, IP telephony is inevitable when applied to existence of defects. The application of the simple and flexible SIP gets over H.323 defects. It supports the newer generation predictive dialer system applied to the distributed Call Center.
This paper introduces the research and design of the predictive dialer system based on SIP, and then introduces VOIP technology, SIP protocol and SDP protocol, a comparison of H.323 protocol with SIP protocol. Then, an introduction of design and implement of dialer system. Finally, an introducution of the challenges and prospects of SIP.
引文
[1]RFC3261:SIP:Session Initiation Protocol
[2]Internet--Draft:Best Current Practices for Third Party Call Control in the Session Initiation Protocol
[3]Internet Draft:An Application Server Component Architecture for SIP
[4]张小华,韩永生,余军合.模型驱动体系综述[J].计算机工程,2004.11-26
[5]张丽霞,姜宏.信息系统MDA开发模式研究[J].沿海企业与科技,2005(8):145-146.
[6]Frankel DS.应用MDA[M].鲍志云译.北京:人民邮电出版社,2003.68-75
[7]金纪文,金烨.基于模型驱动和流程配置的信息系统的关键技术研究[J].计算机集成制造,2005.33-52
[8]张健飞.XML实用培训教群[M].北京:科学出版社,2003.22-23
[9]赵惠玲,叶华.软交换为卡为核心的下一代刚络技术[M].北京:人民邮电出版社,2002.55-61
[10]Guo Yongfang,etc.Design of the CTI system using SIP protocol Volume 3,31 Aug.4Sept.2004.11-12
[11]刘史挺,了坤.面向下一代网络的统一业务平台[J].江苏通信技术,2005,8.90-91
[12]耿玉亮.李伟生.基于Internet平台的呼叫中心的研究.计算机应用研究,2002
[13]Camarillo G.SIP揭密SIP DEMYSTIFIED.北京:人民邮电出版社.2003.23-51
[14]JAIN SIP Release 1.OSpecification
[15]Kristemsen A.SIP Servlet API Version 1.0.www.lava.sun.com.2003.22
[16]王瑜.乐正友.基于SIP协议的IP电话增值业务实现技术.电讯技术,2003.102-111
[17]meddahi A.Mobility issues in the context of enhanced services:distance learning/e-1earning.www.enic,fr.2002.12
[18]伍华.多媒体呼叫中心构建与CRM策略[M].北京:人民邮电出版社,2003.88-109
[19]http://www.citforum.com,
[20]http://www.interact.net.cn
[21]伍苋华.多媒体呼叫中心构建与CRM策略[M].北京:人民邮电出版社.2003.88
[22]乔恩,安东.呼叫中心数字化管理[M].北京:经济管理出版社。2001.99-123
[23]http://www.ctiforum.com/technology/outbound/outbound.htm
[24]宋曙光,谭庆平,彭富春.呼叫中心的智能拨号服务子系统[J].计算机工程与应用.59
[25]陈勇,杨学良.基于分散式呼叫中心的管理系统的设计与实现[J].计算机工程与设计, 2002.68-69
[26]James W Cooper,Mahesh Viswanathan.Zunaid Kazil.SAMSA:A speech analysis,mining and summary application for out-hound telephone calls[C].34th Annual Hawaii International Conference on System Sciences-Volume 4,2001.68-69
[27]Viswanathan M,Beigi H S M,Dharanipragada S,etal.Retrieval from spoken documents using content and speaker information[C]1999
[28]黎洪松,裘晓峰.网络系统集成技术及其应用[M].北京:科学出版社,1999.
[29]Vocal.http://wo.vovida.org/protoeols/downloads/Sip
[30]OSIP.http://wo.gnu.org/software/osip/.
[31]周海华,边恩炯.SIP原理与应用.北京:机械工业出版社,2006
[32]张磊VOIP语音技术及应用.北京:机械出版社,2000.6.23
[33]陈坚,陈伟等.Visual C++网络高级编程.人民邮电出版社,2001
[34]谢希仁.计算机网络.北京:电子工业出版社,1999
[35]陈银星,周利清.SIP协议在VOIP终端的设计和实现.现代电信科技.59
[36]李洪刚,柴亚辉,顾训攘.IP媒体服务器的研究与实现.计算机工程与设计
[37]徐燕萍,放建华.SIP协议的研究.中国科技信息
[38]张磊VOIP语音技术及应用.北京:机械出版社.69
[39]Daniel Collins.VOIP技术与应用.人民邮电出版社.128
[2]Internet--Draft:Best Current Practices for Third Party Call Control in the Session Initiation Protocol
[3]Internet Draft:An Application Server Component Architecture for SIP
[4]张小华,韩永生,余军合.模型驱动体系综述[J].计算机工程,2004.11-26
[5]张丽霞,姜宏.信息系统MDA开发模式研究[J].沿海企业与科技,2005(8):145-146.
[6]Frankel DS.应用MDA[M].鲍志云译.北京:人民邮电出版社,2003.68-75
[7]金纪文,金烨.基于模型驱动和流程配置的信息系统的关键技术研究[J].计算机集成制造,2005.33-52
[8]张健飞.XML实用培训教群[M].北京:科学出版社,2003.22-23
[9]赵惠玲,叶华.软交换为卡为核心的下一代刚络技术[M].北京:人民邮电出版社,2002.55-61
[10]Guo Yongfang,etc.Design of the CTI system using SIP protocol Volume 3,31 Aug.4Sept.2004.11-12
[11]刘史挺,了坤.面向下一代网络的统一业务平台[J].江苏通信技术,2005,8.90-91
[12]耿玉亮.李伟生.基于Internet平台的呼叫中心的研究.计算机应用研究,2002
[13]Camarillo G.SIP揭密SIP DEMYSTIFIED.北京:人民邮电出版社.2003.23-51
[14]JAIN SIP Release 1.OSpecification
[15]Kristemsen A.SIP Servlet API Version 1.0.www.lava.sun.com.2003.22
[16]王瑜.乐正友.基于SIP协议的IP电话增值业务实现技术.电讯技术,2003.102-111
[17]meddahi A.Mobility issues in the context of enhanced services:distance learning/e-1earning.www.enic,fr.2002.12
[18]伍华.多媒体呼叫中心构建与CRM策略[M].北京:人民邮电出版社,2003.88-109
[19]http://www.citforum.com,
[20]http://www.interact.net.cn
[21]伍苋华.多媒体呼叫中心构建与CRM策略[M].北京:人民邮电出版社.2003.88
[22]乔恩,安东.呼叫中心数字化管理[M].北京:经济管理出版社。2001.99-123
[23]http://www.ctiforum.com/technology/outbound/outbound.htm
[24]宋曙光,谭庆平,彭富春.呼叫中心的智能拨号服务子系统[J].计算机工程与应用.59
[25]陈勇,杨学良.基于分散式呼叫中心的管理系统的设计与实现[J].计算机工程与设计, 2002.68-69
[26]James W Cooper,Mahesh Viswanathan.Zunaid Kazil.SAMSA:A speech analysis,mining and summary application for out-hound telephone calls[C].34th Annual Hawaii International Conference on System Sciences-Volume 4,2001.68-69
[27]Viswanathan M,Beigi H S M,Dharanipragada S,etal.Retrieval from spoken documents using content and speaker information[C]1999
[28]黎洪松,裘晓峰.网络系统集成技术及其应用[M].北京:科学出版社,1999.
[29]Vocal.http://wo.vovida.org/protoeols/downloads/Sip
[30]OSIP.http://wo.gnu.org/software/osip/.
[31]周海华,边恩炯.SIP原理与应用.北京:机械工业出版社,2006
[32]张磊VOIP语音技术及应用.北京:机械出版社,2000.6.23
[33]陈坚,陈伟等.Visual C++网络高级编程.人民邮电出版社,2001
[34]谢希仁.计算机网络.北京:电子工业出版社,1999
[35]陈银星,周利清.SIP协议在VOIP终端的设计和实现.现代电信科技.59
[36]李洪刚,柴亚辉,顾训攘.IP媒体服务器的研究与实现.计算机工程与设计
[37]徐燕萍,放建华.SIP协议的研究.中国科技信息
[38]张磊VOIP语音技术及应用.北京:机械出版社.69
[39]Daniel Collins.VOIP技术与应用.人民邮电出版社.128