Xây dựng hệ thống Voip dựa trên phần mềm mã nguồn mở Asterisk

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NGANH: DI:E:NTU VlEN THONG
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HE THONG IP CALL CENTER
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Xay dung h~ thong IP Callcenter dua tren nen Asterisk

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LmNOIDAu
Nhu chung ta dff bi~t,lhi~n nay dang di~n ra mot cuoc each mang cong nghe
tren mang dien thoai cong cong (PSTN). CUQceach mang v~ cong nghe nay b~t d§u
tir mong iroc dung mot may tinh ca nhan d~ truyen cac g6i clnra tieng n6i di qua
mot mang chuyen mach g6i (Packet Switching Network). Day la mot y nrong dQt
pha dftn d~n truyen thoai qua giao thu~ Internet (lP), duoc goi la Voice over IP
(VoIP).
Su hQi tu gitra cac h~ thong thoai va rnang dtr lieu dff va dang tao nen mot
mang th~ h~ moi (Next Genaration Network). Tren khap th~ gioi, cac t6 chirc doanh
nghiep dang dAn dAn tao nen mot sir chuyen ti~p d~ dat d~n mot giai phap cho phep
ho t~n dung cac mang dtr li~u c6 s~ cho viec giao ti~p thoai. Cac nha quan tri mang

dang tang dAn kha nang van chuyen cac cuoc goi thoai trong nQi bQ doanh nghiep
cua ho tren n~n IP ma khong c§n su tham gia cua mang PSTN. Voi nhfrng Uti di~m
cua minh v~ sir mem deo va hieu suat, mang chuyen mach goi dang dAn dAn thay
th~ cho cho mang chuyen mach kenh truyen thong. Sir ra doi cua dien thoai IP trong
vai nam gAn day cang khang dinh them xu huang nay.
Theo thong ke thi 70% 1uu hrong thoai trong mot cong ty co vira va Ian la cua
cac cuoc goi nQi bQ. Day chinh la nguyen nhan dftn d~n su ra doi cua t6ng dai nQi
bQ - PBX (Private Branch Exchange). Tong dai PBX se W dinh tuy~n cac cuoc goi
nQi bQ voi nhau. Cung voi sir phat trien manh me cua mang s6 lieu trong mot vai
th~p ky gAn day, trong cac doanh nghiep lai hinh thanh them mot h~ thong mang
moi, d6 la mang chuyen mach g6i LAN. Mang LAN nay c6 th~ duoc k~t n6i voi
mang Internet, cho phep nguoi su dung trong doanh nghiep truy c~p ra ngoai thong
qua k~t n6i Internet nay. V oi su ra doi cua cac chuan giao tlnrc, chi phi danh cho
cac cong nghe hop li, thoai qua IP la mot sir hra chon hang d§u cho giai phap: tich
hQ'Pduoc cac irng dung thoai va dfr lieu tren mot n~n tang mang duy nhat. K~t qua
Ia tang dai IP-PBX dff duoc ra doi, dap irng h§u h~t nhirng nhu c§u dff dat ra cua
doanh nghiep.
Ben canh d6, viec irng dung ngay cang rong rffi cua thuong mai dien trr va cac
img dung da phuong tien (multimedia) dff lam cho nhu c§u v~ trao d6i thong tin met
each trong su6t (transparent) giira khach hang voi cac co So' dfr li~u (data base) ngay
cang tang. Dieu do dftn d~n sir ra dai cua h~ thong Call center.
Mat khac, su phat trien cua cac doanh nghiep keo theo nhu c§u trao d6i thong
tin trong nQi bQ va ben ngoai ngay cang tang. MQt cau hoi d~t ra la lam th~ nao dS
vira giam chi phi su dung d6i voi cac cuoc goi tit ben trong nQi bQ cua cac doanh
nghiep ra ben ngoai PSTN vita t~ dung duoc co So' ha tAng c6 s~ cua mang IP?
MQt trong nhirng giai phap duoc sir dung h§u h~t trong cac doanh nghiep nho va
vira hien nay do la sir dung phan mem ma nguon mo Asterisk nhu mot t6ng dai IP
PBX voi d§y du cac clnrc nang cua mot PBX.
Nhan tlnrc duoc kha nang phat trien cong nghe dien thoai dua tren nen IP c6 sful
va cac yeu c§u cftp thiet cua cac nha doanh nghiep, cling nlnr nhtrng Uti th~ cua

PhAn A: Gi&i thieu


Xay dung h~ thong IP Callceriter dira tren nSn Asterisk

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Asterisk, nh6m thuc hien dS Uti da: quyet dinh "Nghien ciru va xay dung h~ thang
IP Call Center dua tren ma nguBn mo- Asterisk" , ma cu th~ trong luan van nay
la irng dung trong tnrong £)~iIHQc Su pham Ky thuat vao viec tra ciru cac thong tin
vS hoc phi, di~m trung binh, thong tin vS lich hoc vu cling nhu xac nhan lich cirng
tnrc ti~p qua dien thoai hay n6i chuyen tnrc ti~p voi nhan vien tu v§n,
•

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Phftn A: Gioi thieu


Xay dung h~ thong IP Call center dira tren n~n Asterisk

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Phu• Luc
III: Tai lieu
tham khan
•
•
Sach mnrc ngoai
1. Alan B. Johnston, SIP: Understanding the Session Initiation Protocol, 2009
ARTECH HOUSE.
2. Barrie Dempster and David Gomillion,Building Telephony System with
Asterisk, PACK.
(

3. Ben Sharif, Tribox without tear, ,Last updated on November 30,2006.

I

4. Benjamin Jackson & Champ Clark III ,Asterisk Hacking ,2007,Syngress.
5. David Gomillion & Barrie Dempster, Building Telephony Systems with
Asterisk, 2006, PACKT.
6. Flavio E. Goncalves, Asterisk PBX Configuration Guide, 2006 V.Office
Networks Ltda.
7. John Wiley and Sons, Inter-Asterisk Exchange, 2009.
8. Nir Simionovich, Asterisk Gateway Interface 1.4 and 1.6 Programming.
9. O'Reilly, Asterisk: The Future of Telephony, 2005
10. Paul Mahle, Asterisk and IP Telephony, 2003-2004.
Sach ti~ng vi~t
11. t.e Quoc Tom, Sach Asterisk Ti~ng Vi~t.
PhfuI C: Phu luc va tai li~u tham khao

Xay dung h~ thong IP Call center dira tren n~n Asterisk

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"

1£. Trc1n Hao Biru, Nguyen Cuong Hoang, HQc Vien Cong Nghe Buu Chinh
Vi€n Thong, thiet k€ va ch€ tao t6ng dai IP-PBX.
13. http://www .asterisk. org
14.
15. http://www .voip- info/wiki -asterisk
16.
17.

Phc1nC: Phu luc va tai lieu tham khao

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Xay dung h~ thong IP Callcenter dira tren n~n Asterisk

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MUCLUC
•
•
pHAN A
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L dI CAM N
QUYET HJNH GIAO BE TAl
NIlAN xET CUA GIAO VIEN WONG DAN
NIlAN xET CUA HOI BONG PHAN BIEN
r.or N61 BAu
MVC Ll)C
LIET KE BANG
LIET KE HINH
pHANB

i

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v
v
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viii
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xi
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CHUdNG 1:~l)C, TI~U::EU
1.1 Muc tieu cua de tal

1.2 Yeu c~u
.,. quye:'td~t'·
13. Hiroang glal
e al

cAu

vA WaNG GW QUYET BE TAl

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2
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CHUdNG II: TONG QUAN VE ASTERISK
2.1 Gioi thieu khai quat v~ Asterisk
2.2 Ki~n true cua Asterisk
2.3 MQt s&tinh nang co ban

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.4
5

CHUdNG III:HE THONG CALL CENTER

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3.1 T6ng quan v~ Callcenter

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3.2 Phan biet gitra Call center va Contact center

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3.3 Cac tinh nang cua mot h~ thong Call center
3.3.1 Nhan va phan ph&i cac cuoc goi d~n
3.3.2 Quan 1:9 cuoc goi
3.3.3 Cung cc1pthong tin tv dong (Auto Attendant, IVR)
3.3.5 HQP thu thoaifVoicemail)
3.3.6 Ghi
cuoc goi - ghi
dS lai loi nhiin
3.3.7 Khai thac cuoc goi
3.3.8 Chi ti~t cuoc goi (Call Detail Recording)
3.3.9 H~ thong Callcenter trong thirc t~

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am

CHUdNG VI:MOT SO

am

KHA:r

NIEM TRONG HE THONG ASTERISK

4.1 VolP-Voice over Internet Protocol

Phk A: Gioi thieu

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Xay dung h~ thong IP Call center dira tren n~n Asterisk

412 FXO va FXS
4.3 B~o h~~u~alo~ gi~a d~~.cu6i va t6ng dai.,
4.4 Bao hieu gnra cac tong dai
4.4 Cac giao thirc bao hieu trong Asterisk
4.4.1 Giao thirc bao hieu SIP
4.3.2 Giao thirc IAX(Inter-As~erisk-eXchange)
4.3.3 RTP (Real Time Protocol)
4.3.4 RTCP (Real-time Transport Control Protocol)

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4.4 QoS - Quality of Service
4.4.1 D9 tr~
4.4.2 D9 tnrot
4.4.3 M~t goi

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V:cAI

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CHUaNG

B!T

vA cAu HlNH ASTERISK

5.1 Yeu cau v~ c~u hinh phdn cirng

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5.2 Yeu c~u v~ phan mem

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5.3 Download va giai nen
5.3.1 Download
5.3.2 Giai nen

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5.4 Cai
5.4.1
5.4.2
5.4.3
5.4.4

d~t Asterisk
Cai goi zaptel.
Cai goi libpri
:
Bien dich va cai d~t Asterisk
Bien dich va cai d~t Asterisk-addons

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5.5 Cai
5.5.1
5.5.2
5.5.3
5.5.4

d~t PhpMyAdmin
Gioi thieu v~ phpmyadmin ..,
Cac chirc nang cua PhpMyAdmin
Cai d~t
Sir dung PhpMyAdmin

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5.6 T6 Chirc Tlnr Muc cua Asterisk

5.6.1 letc/asteriskl
5.6.2 lusr/lib/asterisklmodules/
5.6.3 Ivar/lib/asterisk

5.6.4 Ivar/spoollasteriskl

5.6.5 Ivar/runl
5.6.6 Ivar/loglasteriskl
5.6.7 Ivar/loglasterisklcdr-csv
5.7 M9t s6 lenh thao tac tren h~ thong asterisk

Phk A: Gioi thieu

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Xay dung h~ thong IP Call center dua tren n~n Asterisk

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5.8 .;r~ptin cciuhinh

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5.9 Gioi Thieu DialPlan
\
5.9.1 Extentions
:
5.9.2 Priorities - Tlnr tv thirc hien
5.9.3 Aplications - Cac ham irng dung
5.9.4 Contexts - Ngfr canh
5.9.5 Chi dinh Pattem
5.9.6 Cach su dung bien
5.9.7 Include
5.9.8 SUdung Database Asterisk
5.9.9 Cac bieu thirc can ban
5.9.10 Cach su dung Macro

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5.10 Asterisk Gateway Interface
5.10.1 SU dung AGI
5.10.2 Vi Du minh hoa

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CHUdNG VI:xA Y DVNG H$ THONG IP CALLCENTER DlJA TREN NEN
ASTERISK
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6.1 M6 hinh trien khai h~ thong

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6.2 Cac thiet bi phan cirng va phan mem sir dung
6.2.1 Phsn cirng
6.2.2 Phfut mem

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6.3 MQt s6 chirc nang co ban

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6.5 cciu hinh h~ thong IP CallCenter
6.5.1 cciu hinh Card Xl OOPgiao ti~p voi t6ng dai FXl 06
6.5.2 Khai bao kenh SIP
,
6.5.3 Xay dung cac dich vu
6.5.4 CDR (Call Detail Record)

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CHUdNG VII:KET LVAN' vA HU6NG pHA T TRIEN DE TAl
7.1 K~t luan
7.2 Huang phat trien d~ tai

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pHAN C

100

PID) Ll)C vA TAl LI$V THAM KHAo

I00

d6 chuang

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Phu Luc I: Luu

PhftnA: Gi6i thieu

trinh