Vo Van Tam

I HC QUC GIA TP.H CH MINH

TRNG I HC BCH KHOA

KHOA IN IN T

B MN VIN THNG

---------------o0o---------------

THC TP TT NGHIP

TI:

TM HIU V H THNG CISCO UNIFIED CONTACT CENTER HOSTED

TP. H CH MINH 08/2013

GVHD: Thy Vng Pht

ng HD: Cng ty Dch V Vin Thng

Si Gn

SVTH: V Vn Tm - 40902305

VIN THNG TP.H CH MINH CNG HA X HI CH NGHA VIT NAM

CTY DCH V VIN THNG SI GN c Lp T Do Hnh Phc

TP.H Ch Minh, ngy 01 thng 08 nm 2013

NH GI NHN XT

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GIM C

I HC QUC GIA TP. H CH MINH CNG HA X HI CH NGHA VIT NAM

TRNG I HC BCH KHOA c Lp T Do Hnh Phc

KHOA IN - IN T -----------------

B MN VIN THNG

TP.H Ch Minh, ngy 01 thng 08 nm 2013

NH GI NHN XT

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GVHD

LI CM N

Em xin chn thnh cm n Ban Gim c Cng ty Dch V Vin Thng Si Gn, cm n anh

Bi Duy Trung tn tnh gip , to iu kin thun li v hng dn em trong qu trnh thc

tp ti cng ty em c th hon thnh tt ti thc tp. Em cm n ch Minh Thy hng

dn tn tnh cho em v chia s, to iu kin thun li v gip em thc hin tt ti tt

nghip, thc hin tt cc ni qui ca cng ty.

Em xin chn thnh cm n Ban Gim Hiu Nh Trng i Hc Bch Khoa TP. H Ch Minh,

Ban ch nhim khoa in - in T v c bit l b mn Vin Thng to iu kin tt nht

cho em trong sut thi gian hc tp ti trng. Em xin chn thnh cm n qu thy c b mn

ging dy v hng dn em trong qu trnh hc tp ti trng. V c bit em xin chn thnh

cm n Thy Vng Pht hng dn, h tr v ch dy tn tnh cho em t n 2 v thc tp

tt nghip ny, gip em c th hon thnh tt ti thc tp.

Trong qu trnh thc tp nu c nhng sai st no do thiu kinh nghim em mong nhn c s

thng cm t pha cng ty.

TP. H Ch Minh, ngy 01 thng 08 nm 2013

Sinh vin

V Vn Tm

TM TT THC TP

ti: Tm hiu h thng Cisco Unified Contact Center Hosted

Thc tp thc hin vic tm hiu cu trc h thng v cc dch v ng dng trong h thng. H

thng VoIP vi tng i 108 v cc ng dng lin quan n call center trong h thng. Qua m

hnh h thng, hiu cc nguyn l hot ng, cc kt ni trong h thng cuc gi c th thc

hin t ngoi vo tng i v gi ra t tng i. H thng call center o a tng i o v cc

tnh trong khu vc min nam. Cc ng dng khc thng qua h thng VoIP m tng i ang s

dng.

Ni dung thc tp bao gm:

Tm hiu v VoIP v tn hiu thoi.

Tm hiu cu trc h thng Cisco Unified Contact Center Hosted

Tm hiu cc bo hiu trong h thng.

Tm hiu cc dch v ca h thng cung cp cho ngi tiu dng.

Tm hiu v call flow

MC LC

Chng 1. GII THIU CNG TY DCH V VIN THNG SI GN ..................................1

Chng 2. TNG QUAN............................................................................................................7

2.1. Gii thiu ti ................................................................................................................7

2.2. Mc tiu ti ..................................................................................................................7

Chng 3. TNG QUAN V TN HIU THOI .......................................................................8

Chng 4. TNG QUAN V VoIP ........................................................................................... 11

4.1. Khi nim VoIP .............................................................................................................. 11

4.2. Phng thc hot ng ca VoIP: ................................................................................... 11

4.3. Cc giao thc ca VoIP (VoIP protocol) .......................................................................... 12

4.4. Li ch ca VoIP ............................................................................................................. 12

Chng 5. BO HIU TRONG H THNG CISCO UNIFIED CONTACT CENTER HOSTED .................................................................................................................................. 14

5. 1. Tng quan v bo hiu ................................................................................................... 14

5.1.1. Bo hiu ng dy thu bao ................................................................................... 14

5.1.2. Bo hiu lin tng i .............................................................................................. 15

5.1.3. Chc nng ca bo hiu ........................................................................................... 16

5.2. H thng bo hiu s 7 (SS7 - Signaling System No.7) ................................................... 16

5.2.1. Cu trc h thng mng bo hiu SS7 ...................................................................... 16

5.2.2. Truyn ti bo hiu SS7 qua mng IP - SIGTRAN ................................................... 19

5.3. B giao thc H.323 ......................................................................................................... 20

5.4. Giao thc SIP: ................................................................................................................ 21

5.5. MGCP ............................................................................................................................ 23

5.6. Megaco/H.248 ................................................................................................................ 24

Chng 6. CU TRC H THNG CISCO UNIFIED CONTACT CENTER HOSTED ......... 25

6.1. Cc c im chnh ca gii php Cisco Unified Contact Center Hosted......................... 25

6.2 Cu trc h thng Cisco Unified Contact Center Hosted .................................................. 26

6.2.1. Cisco Customer Voice Portal (CVP) ......................................................................... 27

6.2.2. Cisco Unified Intelligent Contact Management Hosted (ICMH):.............................. 29

6.2.3. Cc tnh nng ca giao dch vin .............................................................................. 35

6.2.4. Mn hnh lm vic ca Agent v CUCM tch hp trong UCCH ................................ 35

Chng 7. CALL FLOW .......................................................................................................... 36

Chng 8. CC DCH V H THNG CISCO UNIFIED CONTACT CENTER HOSTED .... 40

8.1. Dch v Contact Center 108 ............................................................................................ 40

Gii thiu .......................................................................................................................... 40

Dch v gi vo (Inbound) ................................................................................................. 40

Dch v gi ra (Outbound) ................................................................................................. 40

Dch v outsourcing .......................................................................................................... 41

Dch v cho thu thit b h tng ....................................................................................... 41

Dch v cho thu thit b .................................................................................................... 42

8.2. Dch v tra cu im thi ................................................................................................. 42

8.3. Dch v in hoa - nhc - li chc .................................................................................. 42

8.4. Dch v cung cp thng tin danh b ................................................................................ 43

8.5. Dch v t vn qua in thoi 1088................................................................................. 43

8.6. Dch v qung co doanh nghip .................................................................................... 45

8.7. Dch v ng k khm bnh qua tng i 1080 ................................................................ 45

8.8. Dch v phng thu .......................................................................................................... 46

Chng 9. KT LUN V HNG PHT TRIN................................................................. 47

9.1. Kt lun .......................................................................................................................... 47

9.2. Hng pht trin ti ................................................................................................... 47

Ti liu tham kho..................................................................................................................... 48

DANH MC HNH V

Hnh 1. M hnh truyn gi tin thoi mc cao ........................................................................8

Hnh 2. Cu trc Fream ca mt packet truyn qua Internet ...................................................9

Hnh 3. nh dng IPv4 Header .............................................................................................9

Hnh 4. nh dng TCP Header ..............................................................................................9

Hnh 5. nh dng UDP & RTP Header................................................................................ 10

Hnh 6. nh dng IPv6 Header ........................................................................................... 10

Hnh 7. M hnh h thng VoIP ............................................................................................ 11

Hnh 8. Tn hiu thit lp cuc gi ....................................................................................... 14

Hnh 9. Tn hiu bo hiu lin tng i ................................................................................. 15

Hnh 10. Cc thnh phn h thng SS7 .................................................................................. 17

Hnh 11. Link Types............................................................................................................... 17

Hnh 12. M hnh giao thc bo hiu SS7 v m hnh OSI ..................................................... 18

Hnh 13. Cisco PGW 2200 Softwitch Node Architecture ........................................................ 20

Hnh 14. Vng qun l bi Gatekeeper .................................................................................. 21

Hnh 15. Cu trc h thng SIP .............................................................................................. 22

Hnh 16. Quan h gia MG v MGC ...................................................................................... 23

Hnh 17. Cu trc h thng IP Contact Center Hosted ............................................................ 26

Hnh 18. Cu trc gii php Cisco Unified Contact Center Hosted ......................................... 27

Hnh 19. ICM call routing ...................................................................................................... 32

Hnh 20. NAM call routing .................................................................................................... 33

Hnh 21. Giao tip gia cc qu trnh ca phn mm Gateway ngoi vi .................................. 35

Hnh 22. Lung cuc gi c trng ........................................................................................ 36

Hnh 23. Lung bo hiu bn trong h thng .......................................................................... 37

Thc Tp Tt Nghip GVHD: Thy Vng Pht

H Thng Cisco Unified Contact Center Hosted Page | 1

Chng 1. GII THIU CNG TY DCH V VIN THNG SI

GN

I- GII THIU CHUNG V CNG TY :

Tn Cng ty : Cng ty Dch v Vin thng Si Gn

a ch : S 1-3 Nguyn Vn Bnh, phng Bn Ngh, Qun 1, TP.HCM

in thoi : 38222968 - 38271213

Fax : 38295242 38298019

Ngi i din : B Nguyn Hng Anh Chc v : Gim c

M s thu : 0300954529

Giy php kinh doanh : 4116001107 do S K hoch u T TP.HCM cp ngy 04/02/2008.

II- LCH S HNH THNH V PHT TRIN CA CNG TY :

Trc nm 1986, Cng ty c tn l Trung Tm in bo TP.HCM.

u nm 1986, Trung Tm in bo tch ra khi Bu in TP.HCM v st nhp thm 4 n v : i pht, i thu, i truyn bo v i Duyn Hi trc thuc Trung Tm vin thng 3.

Thng 7-1987, Trung Tm in bo cng vi mt s n v ca Trung Tm vin thng 3 thnh mt khi thng nht di s ch o ca Tng cc Bu in. Lc ny cng ty i tn thnh cng ty in bo TP.HCM, c t cch php nhn, c con du ring nhng vn c s trc tip qun l ca Bu in TP.HCM.

Thng 10-1989, i Duyn Hi thuc cng ty li tch ra thnh cng ty mi l CTy Vin thng Duyn Hi.

Thng 4-1997, cng ty in bo TP v cng ty Vin thng Duyn Hi sp nhp v i tn thnh cng ty Vin thng Si gn.

Thng 1-2003, cng ty Vin thng Si Gn c i tn chnh thc thnh cng ty Dch v Vin thng Si Gn ngang tm vi quy m dch v hin c ca cng ty.

Cng ty Dch v Vin thng Si Gn l mt n v cp 2 trc thuc Vin thng TP.HCM, l nh cung cp dch v vin thng v cng ngh thng tin th trng TP.HCM, vn hnh theo nhu cu th trng, lun c khch hng tn nhim v tr thnh ngi bn thn thit ca mi gia nh, ca cc tp on kinh t, ca tng cng ty cng nh nhng t chc chnh quyn x hi.

III- CC LNH VC HOT NG :

1- Dch v thoi : dch v cng thm, dch v lp t mi, call center, contact center



2- Dch v thng tin v gii tr :

- Dch v 1800 : Gii p thng tin

- Dch v in hoa

- Dch v bn v my bay, xe la, v tu cnh ngm

- Dch v h tr doanh nghip

- Dch v Datapost

- Dch v 1088 : kt ni t vn qua in thoi

- Dch v 1089

- Dch v bng rng

- Internet tc cao

- Xem phim theo yu cu

- Hi ngh truyn hnh

- Voicelink

- Dch v ng k khm cha bnh.

IV- C CU T CHC:

NHNG QUY NH CHUNG

1. Cng ty Dch v Vin thng Si Gn (CTDVVTSG) l n v kinh t trc thuc, hch ton

ph thuc Vin thng thnh ph H Ch Minh (VNPT.TPHCM), c thnh lp theo Quyt nh

s 788/Q-TCCB ngy 21/01/2008 ca Tng Gim c Tp on Bu chnh Vin thng Vit

Nam; l mt b phn cu thnh ca h thng t chc v hot ng ca VNPT.TPHCM, hot

ng qun l, iu hnh thng tin, kinh doanh v phc v chuyn ngnh vin thng cng ngh

thng tin; cng cc n v trc thuc khc ca VNPT.TPHCM trong mt dy chuyn cng ngh

vin thng lin hon, thng nht, c mi lin h mt thit vi nhau v t chc mng li, li ch

kinh t, ti chnh, pht trin dch v vin thng thc hin nhng mc tiu, k hoch do

VNPT.TPHCM giao.

2. CTDVVTSG c chc nng hot ng sn xut kinh doanh v phc v chuyn ngnh vin

thng cng ngh thng tin, c th nh sau:

1. Qun l, lp t, vn hnh, bo dng, khai thc, kinh doanh cc mng dng v tuyn knh chung;

2. Qun l, lp t, vn hnh, bo dng, sa cha my mc, thit b vin thng cng ngh thng tin;



3. Qun l, khai thc, kinh doanh h thng thng tin kinh t - x hi 1080; cc dch v gi tr gia tng trn nn bng rng, c nh, di ng; cc gii php vin thng CNTT;

4. T chc thc hin dch v tr gip tra cu s thu bao, h tr thng tin cho khch hng qua in thoi s 116;

5. T chc cho thu rack v hosting (data center); cho thu h tng contact center;

6. Kinh doanh cc ngnh ngh khc khi c Vin thng TP.HCM giao nhim v v ph hp vi quy nh ca php lut.

3. Cng ty Dch v Vin thng Si Gn:

1. C con du ring theo tn gi;

2. c m ti khon ti ngn hng;

3. Hot ng theo Quy ch t chc v hot ng do Gim c VNPT.TPHCM quy nh;

4. c VNPT.TPHCM giao qun l vn v ti sn tng ng vi nhim v kinh doanh ca n v. Chu trch nhim khai thc s dng hiu qu ti nguyn mng li, iu hnh thng tin v hon thnh k hoch kinh doanh c VNPT.TPHCM giao gp phn bo ton v pht trin vn do VNPT.TPHCM qun l;

5. C quyn t ch kinh doanh theo phn cp ca VNPT.TPHCM. Chu s rng buc v ngha v v quyn li i vi VNPT.TPHCM;

6. Thc hin ch hch ton theo quy nh ca Nh nc v Quy ch ti chnh ca VNPT.TPHCM;

7. Chu trch nhim trc tip trc VNPT.TPHCM v trc php lut v cc hot ng ca n v mnh trong phm vi quyn hn v ngha v c quy nh ti Quy ch ny v cc vn bn quy nh khc ca VNPT.TPHCM.

4. Tn giao dch quc t v tr s chnh ca Cng ty Dch v Vin thng Si Gn:

1. Cng ty Dch v Vin thng Si Gn c tn giao dch quc t l Saigon Telecommunication service Company (vit tt l STSC)

2. Cng ty Dch v Vin thng Si Gn c tr s chnh ti: 1 3 Nguyn Vn Bnh, phng Bn Ngh, qun 1, TP.H Ch Minh.

5. CTDVVTSG chu s qun l ca chnh quyn a phng v chp hnh php lut trong qu

trnh hot ng.

6. T chc ng cng sn Vit Nam, Cng on v on thanh nin hot ng theo cc quy

nh ca Hin php, php lut v iu l ca t chc; chu s hng dn, ch o trc tip ca t

chc ng, Cng on, on Thanh nin VNPT.TPHCM.



CC B PHN TRC THUC

CNG TY DCH V VIN THNG SI GN

Cu trc t chc, chc nng, nhim v cc b phn trc thuc :

1. Cu trc t chc

TT khai thc

thng tin

P.KTNVP.TC-HCP.KTTK-TCP.KH-T

TT vn hnh

qun l h

thng

TT khai thc

dch v

Phng Tip

th bn hng

Gim c

Cng ty Dch v Vin thng Si Gn

Ph Gim c ph trch h

tng k thut

Ph Gim c ph trch

kinh doanh

2. Chc nng, nhim v cc b phn trc thuc:

2.1 Phng T chc - Hnh chnh: l b phn chuyn mn nghip v thuc CTDVVTSG, c

cc chc nng:

- Tham mu, qun l, iu hnh cng tc: t chc b my, cn b, o to, lao ng, tin lng - Chnh sch x hi, chm sc sc khe, an ton-Bo h lao ng trong ton n v.



- Tham mu, qun l, iu hnh cng tc: hnh chnh, qun tr, tng hp, vn th lu tr, i ngoi, bo v, an ton c quan, bo v b mt v phng chng chy n trong ton Cng ty.

2.2 Phng K hoch u t: l b phn chuyn mn nghip v trc thuc CTDVVTSG, c

cc chc nng:

- Xy dng v trin khai chin lc, k hoch sn xut kinh doanh; cc chnh sch, phng n hp tc kinh doanh v tip th u t; bn hng; khuyn mi; qung co v chm sc khch hng;

- T chc qun l v trc tip trin khai thc hin cng tc gi cc, tip th u t, qun l cc knh bn hng v qun l cng tc chm sc khch hng;

- T chc qun l vn, chi ph; xy dng v trin khai cc ch tiu k hoch sn xut kinh doanh v bo qun vt t, thit b theo qui nh ca Cng ty, VNPT.TPHCM v Tp on;

- D bo, theo di tnh hnh thc hin sn lng, doanh thu, pht trin thu bao cc dch v vin thng cng ngh thng tin;

- Nghin cu, xut pht trin cc sn phm, dch v GTGT p ng nhu cu th trng.

- Qun l iu hnh cng tc: qun l u t - xy dng, t chc qun l v thm nh cc d n, cng trnh u t - xy dng, sa cha trong ton n v.

2.3 Phng K ton Thng k Ti chnh (KTTK-TC): l b phn chuyn mn nghip v trc

thuc CTDVVTSG, c cc chc nng tham mu cho Gim c Cng ty qun l, iu hnh cng

tc: ti chnh, k ton thng k trong ton Cng ty.

2.4. Phng K thut nghip v: l b phn chuyn mn nghip v trc thuc CTDVVTSG, c

cc chc nng tham mu cho Gim c Cng ty: T chc, qun l, khai thc k thut, dch v v

pht trin nng cao cht lng cc dch v vin thng. Nghin cu p dng khoa hc k thut

vo qu trnh t chc, khai thc v kinh doanh cc dch v vin thng.

2.5. Trung Tm khai thc thng tin: l b phn sn xut trc thuc CTDVVTSG, c cc chc

nng:

- T chc qun l, khai thc v kinh doanh cc dch v cung cp thng tin qua in thoi ;

- T chc qun l, tip nhn yu cu phi hp kinh doanh Nhm dch v khch hng ;

- Trc tip thc hin cng tc chm sc khch hng, x l khiu ni, thc hin cc chng trnh marketing qua in thoi trong phm v trch nhim quyn hn ca Cng ty c VNPT.TPHCM phn cp.

2.6. Trung Tm khai thc dch v: l b phn sn xut trc thuc CTDVVTSG, c cc chc

nng t chc thc hin cung cp cc dch v gi tr gia tng do VNPT.TPHCM giao. Thc hin

bin tp ni dung (data, thoi, ) cung cp cho cc i khai thc, cc n v bn hng trc tuyn

v qung b dch v ca Cng ty trn cc phng tin truyn thng nh: hp th thng tin, SMS,

Website,



2.7. Trung Tm vn hnh qun l h thng: l n v sn xut trc thuc CTDVVTSG, c cc

chc nng tham mu, gip vic cho Gim c CTDVVTSG qun l, iu hnh cng tc vn

hnh qun l h thng ContactCenter (IPCC), Mucos, DataCenter, PMR Taxi.

2.8. Phng Tip th bn hng: l b phn sn xut trc thuc CTDVVTSG, c cc chc nng

qun l, iu hnh cng tc: kinh doanh tip th cc sn phm, dch v, chm sc khch hng, x

l khiu ni, thc hin cc chng trnh marketing trong phm vi trch nhim quyn hn ca

Cng ty c VNPT.TPHCM phn cp.



Chng 2. TNG QUAN

2.1. Gii thiu ti

Ngy nay, cc dch v truyn thng qua mng IP ngy cng c bit n v s dng rng ri,

hu nh ai cng dng n cc dch v nh Skype, Voice chat, video call,... v bn cnh cng

c cc dch v c t lu nh t vn qua tng i 1080, dch v tra cu im thi, dch v tng

hoa - nhc - li chc,... cc dch v ny by gi u c truyn ti qua mng IP, nhm khc

phc cc nhc im cn tn ti ca mng PSTN. Vi s cp thit ca tin b cng ngh v nhu

cu ngy cng cao ca ngi tiu dng. VoIP ra i v p ng nhanh cc nh cu cp thit

.

Vi cc tnh nng truyn ti m thanh qua mng IP vi tc cao, truyn ti ni b cng nh

quc t thng qua Internet, gim chi ph cho cc cuc gi v tng tnh hiu qu cao. VoIP ang

dn thay th cho h thng in thoi truyn thng PSTN. Vi s cp thit v th mnh , ti

thc tp tt nghip ny nhm tm hiu v nghin cu h thng IP contact Center (IPCC) vi gii

php Cisco Unified Contact Center Hosted (UCCH).

2.2. Mc tiu ti

Vi gii hn thi gian thc tp khng cho php, nn ti ch thc hin cc mc tiu l tm hiu

v h thng thoi, tm hiu h thng VoIP v sau i su tm hiu h thng Cisco Unified

Contact Center Hosted ca Cng ty dch v vin thng Si Gn. Cc kt ni v hot ng ca h

thng. Bn cnh tm hiu v cc dch v v h thng cung ng cho ngi tiu dng thy

c nhng li im m h thng thc hin cng nh kh khn cn tn ti ca h thng cha

c khai thc. Nhm a ra cc hng pht trin xa hn, mi hn nhm ti u ha hiu sut

ca h thng.



Chng 3. TNG QUAN V TN HIU THOI

Vi nhng in thoi truyn thng v cc dch v truyn thng thoi, bng thng ca thoi t 0.3

- 3.4 KHz. tn hiu c th truyn n c ni nhn c hiu sut tt v li l t nht, tn hiu

thoi gc cn c ly mu tha iu kin Nyquist v lng t ha, vi tc ly mu l 8KHz

( 8000 mu/giy). Tc tn hiu thoi c bn sau khi c ly mu v lng t ha 8 bit l 64

Kbps, y l tc ca lung c bn (E0) trong TDM v c s dng trong mng PSTN.

Mng PSTN s dng phng php chuyn mch mch truyn tn hiu thoi sau khi c m

ha, truyn t in thoi ngi gi n in thoi ch. Phng php chuyn mch mch l ng

tin cy, nhng tnh linh hot hay hiu sut s dng tn hiu thoi khng cao, khong 60% thi

gian knh truyn ri, gy lng ph ti nguyn.

Trong phng php chuyn mch gi, tn hiu thoi c chia nh thnh cc gi tin gi l

payload, v cc gi tin ny c th cng truyn trn ng truyn. Cc gi tin sau khi c chia

nh s c thm phn header vo u mi gi tn, gi tin c th truyn n ch v b thu c

th thu chnh xc gi tin cng nh kim sot li trn ng truyn. Cc gi tin c gi khc

nhau trong cc mng khc nhau nh l IP packets trong Internet, fream trong fream relay

network, ATM cells trong mng ATM. Header ca gi tin cha cc thng tin nh a ch ch,

routing, thng tin iu khin, qun l gi tin c th truyn n cc node ch v cc port ng

dng ca n.

S truyn ca mt gi tin thoi c m t

Hnh 1. M hnh truyn gi tin thoi mc cao



Cu trc fream v header thoi truyn qua Internet

Hnh 2. Cu trc Fream ca mt packet truyn qua Internet

Hnh 3. nh dng IPv4 Header

Hnh 4. nh dng TCP Header



Hnh 5. nh dng UDP & RTP Header

Hnh 6. nh dng IPv6 Header



Chng 4. TNG QUAN V VoIP

4.1. Khi nim VoIP

VoIP (Voice Over Internet Protocol): dch v thoi thng qua Internet bng giao thc IP. Trong

tn hiu m thanh (voice signal) s c chuyn i thnh cc bits ( digital bits) v c ng

gi thnh cc packet sau c truyn ti qua mng IP network, sau c chuyn thnh tn

hiu m thanh n thit b ngi nhn.

Hnh 7. M hnh h thng VoIP

Dch v VoIP khc hon ton vi dch v thoi truyn thng Analog (PSTN). VoIP cho php to

cuc gi ng di qua mng d liu IP c sn thay v phi c truyn qua mng PSTN (Public

Switch Telephone Network). Ngy nay, nhiu cng ty thc hin gii php VoIP ca h

gim chi ph cho nhng cuc gi ng di gia nhiu chi nhnh trn khp th gii.

4.2. Phng thc hot ng ca VoIP:

Tin trnh hot ng ca VoIP thng qua hai bc:

Call Setup: trong qu trnh ny , ngi gi s phi xc nh v tr ( thng qua a ch ca ngi

nhn) v yu cu 1 kt ni lin lc vi ngi nhn.Khi a ch ngi nhn c xc nh l

tn ti trn cc proxy server th cc proxy server gia 2 ngi s thit lp 1 cuc kt ni cho qu

trnh trao i d liu voice.

Voice data processing: Tn hiu ging ni (analog) s c chuyn i sang tn hiu s ( digital)

ri c nn li nhm tit kim ng truyn (bandwidth) sau s c m ha (tng bo

mt). Cc voice samples sau s c chn vo cc gi d liu c vn chuyn trn mng.

Giao thc dng cho cc gi voice ny l RTP (Real-Time Transport Protocol).1 gi tin RTP c

cc field u cha d liu cn thit cho vic bin dch li cc gi tin sang tn hiu voice thit b

ngi nghe. Cc gi tin voice c truyn i bi giao thc UDP . thit b cui, tin trnh c

thc hin ngc li.



4.3. Cc giao thc ca VoIP (VoIP protocol)

VoIP c hai loi giao thc l signaling protocol v media protocol:

Signaling protocol: iu khin vic ci t cuc gi. Cc loi signaling protocols bao gm:

H.323, SIP, MGCP, Megaco/H.248 v cc loi giao thc c bn quyn ring nh UNISTIM,

SCCP, Skype, CorNet-IP.

Media protocol: iu khin vic truyn ti voice data qua mi trng mng IP. Cc loi media

protocol nh: RTP ( Real-Time Protocol), RTCP ( RTP control protocol), SRTP (Secure Real-

Time Transport Protocol) v SRTCP (Secure RTCP).

4.4. Li ch ca VoIP

- a dng tnh nng - hiu qu kinh t cao:IP telephony v VoIP lm cho tnh nng ca cc

in thoi truyn thng tr nn li thi v tt c tnh nng, ng dng thng tin lin lc mi, hin

hin c mt trn th gii vin thng hi t h tr nn tng mng IP. S lng v chng loi

tnh nng thoi c cc gii php IP Telephony v VoIP hin nay c nh gi l rt nhiu v

hp dn. Tt c tnh nng ny c sn m khng i hi thm bt k chi ph u t no bi v

chng hot ng trn nn tng mng IP v c "vn chuyn" trn mng my tnh y nh cc ng

dng my tnh thng thng.

- Tit kim chi ph u t VoIP : Ngy nay, hu ht cc t chc, doanh nghip u s dng m

hnh h thng in thoi truyn thng, hoc chuyn i ton b hay tng phn sang h thng

IP Telephony v VoIP h tr tt hn cho cng vic kinh doanh. Nu doanh nghip trang b

thit b k thut s (nh tng i PBX), th c th tit kim c ng k chi ph u t bng

cch ti s dng hu ht cc thit b ny vi h thng VoIP mi.

- D bo tr: Nh c kh nng loi b tn gc nhng h thng thng tin trng lp v d tha, cc

tc v chnh ca vic ci t v qun l h thng IP Telephony v VoIP tr nn d dng hn.

Nhng thao tc di chuyn, b sung v thay i h thng T truyn thng trc y i hi ti

nguyn phc tp v thng rt tn km, nhng vi h thng IP Telephony th mng VoIP s t

ng t iu chnh tng thch vi v tr mi ca ngi dng. Nh qun l h thng c th t

bt k my tnh ni mng no tin hnh kim tra, thit lp mc ch s dng, ti khon v nhiu

d liu khc cho ngi dng. Vi h thng vin thng nn IP, cng vic qun l v bo tr mng

T tr nn kinh t v hiu qu hn.

- Linh hot v c ng: IP Softphone l gii php phn mm gi in thoi Internet dnh cho

cc my tnh s dng h iu hnh Windows. Phn mm ny cho php ngi dng d dng truy

xut n cc dch v vin thng thi gian thc (c hoc khng thu ph) v nhng tnh nng ci

tin khc vi cch thc s dng tht n gin: ch cn nhn chut quay s cuc gi. Trong

mt mng vin thng nn IP, nhn vin c th t do i li bt k u trong vn phng cng ty,

ni my tnh xch tay vo mng, bt u lm vic v nhn/thc hin cc cuc gi. Mng s t

ng nhn dng ngi dng v p t cc thng tin c nhn (profile) ca ngi dng c trong

c s d liu kim sot ca h thng. Thm ch, nhn vin cn c th chuyn tip cc cuc gi

n vo bt k in thoi bn no nhng v tr tm thi.



- Nhiu tnh nng hp dn: VoIP vi nhng u im nh gim chi ph lin lc; kh nng tch

hp d dng cc h thng d liu, thoi v video; c s d liu c kh nng kim sot tp trung;

tnh nng thoi di ng ci tin gip tit kim thi gian v chi ph...Vi giao thc SIP (Session

Initiation Protocol) cho php nhiu ng dng, thit b phn cng mi d dng trin khai gii php

VoIP trn mng LAN, WAN hoc Internet. Hu ht cc modem v router ADSL hin nay u h

tr VoIP v giao thc SIP, cc DN va v nh c th nhanh chng trin khai m hnh in thoi

Internet thng qua ng truyn Internet vi cc dch v VoIP min ph nh iFone, IPTel,

DrayTel, MediaRing...

- Kh nng qun l ton din: Cc mng vin thng nn IP lun cung cp mt nn tng hiu qu

qun l ton din h thng. Bn c kh nng kim sot chi tit n tng bit d liu ang c

lu chuyn trn mng IP Telephony (LAN) hay mng VoIP (WAN). Trong cc mng chuyn

dng ny (mng vin thng nn IP), cht lng thoi c th t n 99,99%. Con s ny khng

ng ngha vi vic "trc trc khng bao gi xy ra" nhng trong mi trng mng hi t nn

IP, kh nng pht hin sm cc triu chng v thay i nhng ci t trc khi c bt k trc

trc no xy ra c ci tin ng k.

- Thi gian thc: VoIP hot ng trn nn tng mng IP v nhiu ng dng web trc y ch

c th hot ng trn Internet th hin gi c th hot ng trn mng nn IP. Ngi dng c

th truy cp cc website cn thit ngay t chic in thoi bn nn IP hoc a cc ng link

c bit ln trang ch ca in thoi ang s dng. Ngi dng c th b sung gii php in

thoi km hnh nh Video Telephony Solution bng cc phn mm ng dng video trn nn IP,

qua cho php mt my tnh bn hay my tnh xch tay gi lp mt chic in thoi IP trong

vn phng. Cht lng hnh nh v m thanh khi s dng trn mng ni b thng tt hn khi s

dng qua kt ni Internet do him khi gp phi tnh trng tr ting hay ng hnh.

- S dng bng thng hp l: Lu lng truyn d liu my tnh (khng phi l d liu thoi)

trn h thng mng in thoi thng ch chim khong 30% bng thng ca ton h thng. u

im ca VoIP l d liu c ng li thnh gi v cc gi d liu ny c truyn thng qua

kt ni T-1 trn mt phn nh bng thng ca knh DSO.

- Gim chi ph in thoi ng di: Nu mt doanh nghip c nhiu vn phng cch xa nhau

( cc thnh ph, tnh hay quc gia khc) th VoIP s gip tit kim c ng k chi ph gi

in thoi ng di gia cc vn phng ny. Tt c nhng g doanh nghip cn lm l b sung

thm gii php phn cng v phn mm thch hp vo h thng mng my tnh sn c ca mnh.

Vi mt h thng VoIP hon chnh, doanh nghip thm ch cn c th trin khai gii php

chuyn tip cuc gi thng minh, cho php "hn ch" cc cuc gi ng di trc tip t mt

khu vc (tnh, thnh ph hay quc gia) sang mt khu vc khc (c 2 khu vc ny phi c vn

phng ca doanh nghip ny) bng cch chuyn d liu thoi thng qua mng VoIP ni b ri

sau chuyn tip sang h thng PSTN.



Chng 5. BO HIU TRONG H THNG CISCO UNIFIED

CONTACT CENTER HOSTED

5. 1. Tng quan v bo hiu

Trong mng vin thng, bo hiu l vic trao i thng tin gia cc thnh phn tham gia vo

thit lp kt ni, gim st, v gii phng cuc gi. ng thi bo hiu cng c dng vn

hnh v qun l mng vin thng.

Thng thng bo hiu c chia lm 2 loi chnh:

Bo hiu ng dy thu bao (Subscriber Loop Signaling) Bo hiu lin tng i (Inter - Exchange Signaling): bo hiu knh chung CCS (Common

Channel Signaling) v bo hiu knh lin kt CAS (Channel Associated Signaling)

5.1.1. Bo hiu ng dy thu bao

L bo hiu c thc hin gia thu bao vi tng i. Thu bao bt u gi bng vic nhc my

(off-hook). Khi nhc my (off-hook) c hiu l s c tn hiu request - for - service gi n

tng i. Tng i s gi li tn hiu dial - tone cho bit l sn sng nhn s thu bao. Tng

i s gi ringing signal bo hiu thu bao c gi bit c cuc gi n nu thu bao c

gi ang ri v bo cho thu bao gi cuc gi c tin hnh vi ringing-tone. Nu thu bao

c gi bn th tng i gi tn hiu busy tone bo cho thu bao gi. Cuc gi kt thc khi

thu bao gc my (on-hook), tn hiu kt thc clear-forward v clear-back s c gi i v

chm dt cuc gi.

Hnh 8. Tn hiu thit lp cuc gi



Cc nhm tn hiu bo hiu ng dy thu bao:

Supervision signal l mt tn hiu ng dy, c gi n tng i khi thu bao nhc my (off-hook) hay gc my (on-hook) yu cu bt u hoc kt thc kt ni, thay i

trng thi cuc gi.

Address signals l tn hiu a ch t thu bao gi khi quay s. Ringing l tn hiu c gi t tng i n cc thu bao c gi. Tones and Announcement l tn hiu (dial-tone, ringing-tone, busy-tone, etc) c gi

t tng i n thu bao gi.

5.1.2. Bo hiu lin tng i

L bo hiu gia cc tng i vi nhau, cc bo hiu bao gm: tn hiu chim ng dy trung

k (Seizure), tn hiu xc nhn chim ng dy trung k (Wink), tn hiu gi cc s thu bao,

tn hiu thng bo tc nghn, clear-back, clear-forward, release-guard.

Hnh 9. Tn hiu bo hiu lin tng i

Bo hiu knh lin kt:

L bo hiu lin tng i m tn hiu bo hiu ng truyn cng ng trung k ting (trunk).

c trng ca loi bo hiu ny l i vi mi knh thoi c ng tn hiu bo hiu xc nh

khng r rng. iu ny c ngha l:



Tn hiu bo hiu c th chuyn giao trn knh thoi nu s dng tn hiu bo hiu trong bng tn thoi.

Tn hiu bo hiu c th c chuyn giao trong mt knh bo hiu ring bit nh sp xp a khung trong PCM. Cc tn hiu bo hiu ng dy c chuyn giao trong khe

thi gian TS16.

Bo hiu knh chung

L bo hiu lin tng i m tn hiu bo hiu c truyn trn mt ng s liu tc cao c

lp vi ng trung k ting. Bo hiu c thc hin c hai ng i v v vi mt knh bo

hiu cho mi hng.

Thng tin bo hiu cn gi i c nhm thnh nhng gi d liu. Bn cnh nhng thng tin

dnh cho vic bo hiu cn c thm mt s thng tin nhn dng knh thoi m n bo hiu cho

thng tin a ch (lable), v thng tin iu chnh li.

5.1.3. Chc nng ca bo hiu

Bo hiu trong vin thng gm ba chc nng c bn:

Chc nng gim st Chc nng tm chn Chc nng vn hnh v qun l mng.

a. Chc nng gim st

Chc nng ny c s dng gim st v pht hin s thay i trng thi ca cc phn t

(ng dy thu bao, ng dy trung k,...) a ra cc quyt nh chnh xc v kp thi.

b. Chc nng tm chn

Chc nng ny lin quan n th tc thit lp cuc gi, l vic truyn s liu thu bao b gi

v tm tuyn ti u n thu bao b gi. iu ny ph thuc vo kiu bo hiu v phng php

bo hiu.

Yu cu t ra cho chc nng tm chn cho tng i l phi c tnh hiu qu, tin cy cao

thc hin chnh xc chc nng chuyn mch, thit lp cuc gi thnh cng, gim thi gian tr.

5.2. H thng bo hiu s 7 (SS7 - Signaling System No.7)

Bo hiu SS7 c quc t cng nhn l h thng bo hiu knh chung (CCS) gia cc tng i

s dng trong mng quc gia v quc t. Thng tin bo hiu c truyn i trn mt khe thi

gian c phn pht trn mt trong cc tuyn PCM mang cc knh thoi.

5.2.1. Cu trc h thng mng bo hiu SS7

Cc thnh phn chnh ca h thng SS7



Hnh 10. Cc thnh phn h thng SS7

im bo hiu (SPs - Signaling Points) im chuyn mch dch v SSP (Service Switching Point) im chuyn tip bo hiu STP (Signal Transfer Point) im iu khin dch v SCP (Service Control Point)

Cc ng bo hiu (Link Types)

Hnh 11. Link Types

Link A (Access) kt ni tn hiu gia SCP hay SSP n STP. c s dng truyn tn hiu xut pht t hay n im cui bo hiu (SSP hay SCP).

Link C (Cross) kt ni cc STP vi nhau. Chng c s dng tng tin cy ca mng bo hiu trong trng hp mt hay vi link bo hiu gp s c.

Link B (Bridge) kt ni gia cc STP khc cp hay khc mng. Link D (Diagonal) kt ni 2 STP cng cp trong mt mng Link E (Extended) kt ni t mt SSP n STP (lin kt d phng). Trong khi

mt SSP kt ni n STP "nh" ca n bng mt s link A th c th tng tin

cy bng cch trin khai thm mt s cc tuyn ni ti mt cp STP th hai.

Link F (Fully Associated) kt ni gia hai SSP hoc hai SCP.



M hnh giao thc h thng bo hiu SS7

M hnh giao thc SS7 c 4 lp : 3 lp ca phn truyn bn tin MTP - cung cp mt h thng

truyn dn tin cy cho tt c ngi s dng, lp th t dnh cho ngi s dng (user).

M hnh giao thc bo hiu SS7

Hnh 12. M hnh giao thc bo hiu SS7 v m hnh OSI

cc lp t lp 4 n lp 6 ca m hnh OSI ng vi phn dch v ngi s dng ca SS7

(Application Service Part).

MTP level 1

MTP level 1 gi l ng s liu bo hiu, n tng ng lp vt l m hnh OSI. ng s

liu bo hiu l ng truyn dn s liu hai chiu. N bao gm hai knh s liu hot ng ng

thi trn hai hng ngc nhau vi cng mt tc .

MTP level 2

MTP level 2 tng ng lp 2 trong m hnh OSI. N thc hin chc nng ng bo hiu,

cng vi MTP level 1 cung cp mt ng truyn cho chuyn giao tin cy cc bn tin bo hiu

gia hai im bo hiu c u ni trc tip.

MTP level 2 nh ngha cc giao thc cn thit xc nh mt v hy gi tin trn cc ng d

liu ring bit v sp th t cc gi d liu c phn pht. MTP level 2 s dng cc bn tin

FISU xc nh v sa li v s dng cc bn tin LSSU iu khin khi phc ng s liu.

MTP level 3

MTP level 3 c xem tng ng lp mng m hnh OSI. Chu trch nhim x l bn tin v

qun tr mng. MTP level 3 s thc hin cc chc nng phn bit, nh tuyn, v phn phi cc

bn tin qua cc ng s liu c to bi MTP level 2.



ISUP

ISUP cung cp cc chc nng bo hiu cn thit cung cp cc dch v mng c bn v c dch

v ph tr cho cc ng dng thoi v phi thoi. N iu khin qu trnh thit lp v hy cuc gi

thoi v s liu cho c cc cuc gi ISDN v khng phi l ISDN thng qua MTP. Nhim v

ISUP c bn l thit lp mt kt ni knh truyn dn gia cc node, dn ti bn b gi ph thuc

vo bng nh tuyn chun t ti im chuyn mch. ISUP cng h tr cc dch v ph tr

ISDN bng cch mang cc c im hay thng tin ch gi kt hp vi cuc gi m c thit

lp nh mt phn ca trng thng tin dch v ISDN-SIF.

SCCP

SCCP mang thng tin ng dng gia hai im m c th khng lin quan n bt c knh mang

no, SCCP phi c kh nng bin dch v cung cp thng tin nh tuyn v nh a ch linh hot

hn qua cc giao din ti MTP. SCCP thc hin chc nng bin dch tiu chung GT (Global

Title Translation) v nh tuyn cho cc m im xut pht v m im ch khng gn im

xut pht v im ch thc t, cng nh l cc s phn lp m cung cp cc a ch cho cc

phn lp ng dng ring bit trong node c nh a ch. SCCP cng iu khin chia s ti

MTP level 3 gia cc im bo hiu d phng.

TCAP

TCAP gm ba phn lp: bin dch, hi thoi v thnh phn. Phn lp phin dch xc nh v

phn phi lu lng ti phin xc nh v cc thnh phn ng dng nh, do h tr vic thc

hin cc dch v hng kt ni. Phn lp hi thoi v thnh phn h tr hi/p v nhu cu

truyn ti lu lng d liu n hng ca cc ng dng.

Ging nh tt c cc bn tin SS7 lp cao hn, TCAP ph thuc vo MSU, to mt trng TCAP

trong trng SCCF SIF bao gm phn bin dch v d liu (thnh phn, d liu hay hi thoi)

cn thit cho bin dch. Trng xc nh bin dch xc nh kiu bn tin v cc thng s yu cu.

Phn ng dng thng minh INAP

INAP l mt giao thc bo hiu gia mt SSP, cc ngun phng tin mng (ngoi vi thng

minh) v c s d liu trung cp ca SCP.

5.2.2. Truyn ti bo hiu SS7 qua mng IP - SIGTRAN

Mt node chuyn mch phn mm Cisco PGW 2200 bao gm Cisco SLTs v host d Cisco

Media Gateway Controller (MGC), kt ni thng qua mng iu khin tn hiu IP.

Trong hnh 6, Link A hoc Link F t mng SS7 c kt ni vt l n Cisco SLT thng qua mt

vi interface cards c h tr.



Hnh 13. Cisco PGW 2200 Softwitch Node Architecture

5.3. B giao thc H.323

H.323: l giao thc c pht trin bi ITU-T ( International telecommunication Union

Telecommunication Standardization Sector). H.323 phin bn 1 ra i vo khong nm 1996 v

1998 phin bn th h 2 ra i. H.323 ban u c s dng cho mc ch truyn cc cuc hi

thoi a phng tin trn cc mng LAN, nhng sau H.323 tin ti tr thnh 1 giao thc

truyn ti VoIP trn th gii. Giao thc ny chuyn i cc cuc hi thoi voice, video, hay cc

tp tin v cc ng dng a phng tin cn tng tc vi PSTN.

Cc thnh phn hot ng trong H.323:

Terminal: l mt PC hoc mt IP phone ang s dng giao thc H.323.

Gateway: L cu ni gia mng H.323 vi cc mng khc nh SIP, PSTN,Gateway ng vai

tr chuyn i cc giao thc trong vic thit lp v chm dt cc cuc gi, chuyn i cc media

format gia cc mng khc nhau.

GateKeeper: ng vai tr l nhng im trung tm (focal points) trong m hnh mng H.323.

Cc dch v nn s quyt nh vic cung cp a ch (addressing), iu phi bng thng

(bandwidth), cung cp ti khon, thm nh quyn (authentication) cho cc terminal v gateway.



Hnh 14. Vng qun l bi Gatekeeper

Multipoint control unit (MCU): h tr vic hi thoi a im (conference) cho cc thit b u

cui (terminal) trong mng H.323

Phng thc hot ng ca H.323 network:

Khi 1 phin kt ni c thc hin, vic dch a ch (address translation) s c 1 gateway

m nhn. Khi a ch IP ca my ch c xc nhn, 1 kt ni TCP s c thit lp t a ch

ngun ti ngi nhn thng qua giao thc Q.931 ( l 1 phn ca b giao thc H.323). bc

ny, c 2 ni u tin hnh vic trau i cc tham s bao gm cc tham s m ho ( encoding

parameters) v cc thnh phn tham s lin quan khc. Cc cng kt ni v phn pht a ch

cng c cu hnh. 4 knh RTCP v RTP c kt ni, mi knh c 1 hng duy nht. RTP l

knh truyn d liu m thanh (voice data) t 1 thc th sang 1 thc th khc. Khi cc knh

c kt ni th d liu m thanh s c pht thng qua cc knh truyn ny thng qua cc

RTCP instructions.

5.4. Giao thc SIP:

Theo nh ngha ca IETF, SIP (Session Initiation ) l giao thc bo hiu lp ng dng m t

vic khi to, thay i v gii phng cc phin kt ni tng tc a phng tin gia nhng

ngi s dng. SIP c th s dng cho rt nhiu dch v khc nhau trong mng IP nh dch v

thng ip thoi, hi ngh thoi/video, e-mail, qung b, truy nhp HTML, XML,...

SIP c 5 tnh nng:

Tch hp vi cc giao thc c ca IETF n gin v c kh nng m rng. H tr ti a s di ng ca u cui. D dng to tnh nng mi cho dch v v dch v mi. Kh nng lin kt hot ng vi mng in thoi hin ti.

Cc chc nng ca SIP

SIP l mt giao thc iu khin lp ng dng m n c th thit lp, sa i v kt thc cc

phin truyn thng a phng tin hay cc cuc gi in thoi qua Internet.

SIP h tr vic nh x tn v cc dch v chuyn tip mt cch trong sut, v th n cho php

thc hin cc dch v thu bao in thoi ca mng thng minh v mng ISDN. Nhng tin ch

ny cng cho php thc hin cc dch v ca cc thu bao di ng.



SIP h tr cc kha cnh ca vic thit lp v kt thc cc truyn thng a phng tin sau:

nh v ngi dng (User location): xc nh h thng u cui c s dng trong truyn thng.

Cc kh nng ca ngi dng (User capabilities): xc nh phng tin v cc thng s phng tin c s dng.

Tnh kh dng ngi dng (User availability): xc nh s sn sng ca bn c gi tin hnh truyn thng.

Thit lp cuc gi (Call setup): thit lp cc thng s ca cuc gi ti c hai pha c gi v ch gi.

X l cuc gi (Call handling): bao gm chuyn ti v kt thc cuc gi.

Cc thnh phn trong SIP network:

u cui SIP (UAC/UAS). Proxy server Location server Redirect server Registrar server

Hnh 15. Cu trc h thng SIP

User Agent l thit b u cui trong mng SIP, n c th l mt my in thoi SIP hay mt

my tnh chy phn mm u cui SIP.

Proxy server l phn mm trung gian hot ng c nh Server ln Client thc hin cc yu

cu thay th cho cc u cui khc. Tt c cc yu cu c x l ti ch bi Proxy server hoc

n chuyn n cho cc my ch khc. Trong trng hp Proxy server khng trc tip p ng

cc yu cu ny th Proxy server s thc hin khu chuyn i hoc dch sang khun dng thch

hp trc khi chuyn i.

Location Server l phn mm nh v thu bao, cung cp thng tin v nhng v tr c th c ca

pha c gi cho cc phn mm Proxy Server v Redirect Server.



Redirect Server l phn mm nhn yu cu SIP v chuyn i a ch SIP sang mt s a ch

khc v gi li nhng a ch ny cho u cui. Khng ging nh Proxy Server, Redirect Server

khng bao gi hot ng nh mt u cui, tc l khng gi bt c mt yu cu no. Redirect

Server cng khng thc hin vic chp nhn hay hy cuc gi.

Registrar Server l phn mm nhn cc yu cu ng k Register. Trong nhiu trng hp

Registrar Server m nhim lun mt s chc nng an ninh nh xc nhn ngi s dng. Thng

thng Registrar Server c ci t cng vi Proxy Server hoc Redirect Server hoc cung cp

dch v nh v thu bao

Khi qut v hot ng ca SIP:

Trong hi thoi SIP, mi bn tham gia (bn gi v bn c gi) c gn mt a ch SIP hay

cn gi l SIP URL. Ngi s dng phi ng k v tr ca h vi SIP server. to mt cuc

gi SIP, pha gi nh v ti my phc v thch ng v sau gi mt yu cu SIP. Hot ng

SIP thng xuyn nht l li mi cc thnh vin tham gia hi thoi. Thnh phn Register ng

vai tr tip nhn cc yu cu ng k t UA v lu tr cc thng tin ny ti mt dch v phi SIP

(Non-SIP).

5.5. MGCP

MGCP ( Media Gateway Control Protocol) l giao thc iu khin cc cng VoIP t cc thit b

iu khin cuc gi nh MGC hay Call Agent. MGCP l s b sung ca c hai giao thc SIP v

H.323, c thit k c bit nh mt giao thc bn trong gia cc MG v cc MGC cho vic

tch ha kin trc GW.

MGCP da trn m hnh Client/Server. Ging nh cc giao thc khc, MGCP s dng giao thc

SDP m t phng thc truyn thng v s dng RTP/RCTP cho vic vn chuyn v gim st

truyn tin.

Cc hot ng ca MGCP l cc bo hiu gi t MGC ti MG v cc s kin do MG gi ti

MGC.

Hnh 16. Quan h gia MG v MGC



5.6. Megaco/H.248

cn c gi l Gate way Control Protocol, c ngun gc t MGCP v c s dng rng ri

trong ngnh cng nghip. S pht trin MEGACO/H.248 bao gm vic h tr a phng tin v

cc dch v hi thoi nng cao a im ( multipoint conferencing enhanced services ) , cc c

phplp trnh c nng cao nhm tng hiu qu cho cc tin trnh m thoi, h tr c vic m

ho text v binary v thm vo vic m rng cc nh ngha cho cc packets.

Megaco a ra nhng c cu bo mt ( security mechanisms) trong cc c cu truyn ti c bn

nh IPSec. H.248 i hi s thc thi y ca giao thc H.248 kt hp s b sung ca IPSec

khi h iu hnh (OS) v mng truyn vn ( transport network) c h tr IPSec.



Chng 6. CU TRC H THNG CISCO UNIFIED CONTACT

CENTER HOSTED

6.1. Cc c im chnh ca gii php Cisco Unified Contact Center Hosted

Gii php Cisco Unified Contact Center Hosted (UCCH) (gi tt l Cisco IPCC Hosted) l gii

php c thit k dnh ring cho m hnh trung tm tng tc mc nh cung cp dch v.

Gii php p ng cc chc nng phn phi cuc gi t ng (ACD) v tng tc thoi (IVR)

cho php khch hng cng chia s mt ti nguyn nhng vn bo m n nh v bo mt

gia cc h thng.

Cc thnh phn chnh ca UCCH:

Cisco Unified Customer Voice Portal (CVP): cung cp cc tnh nng p ng thoi cp nh cung cp dch v, bao gm: x l, a vo hng i v iu khin cuc gi.

Vi CVP, cuc gi ch c chuyn n giao dch vin khi giao dch vin ri.

Cisco Unified Intelligent Contact Management Hosted (ICMH): l thnh phn trung tm, x l tng tc thng minh cp cao, h tr a dch v cho c mng IP ln TDM.

Cisco Unified Communication Manager (CUCM): l mt ng dng phn mm chy trn nn cc Server Intel Pentium.

Cc dch v ca gii php UCCH:

Dch v Call Center o: Cc cuc gi nh tuyn n cc in thoi vin ti bt c v tr no.

nh tuyn mng vi tnh nng tch hp in thoi vo my tnh (CTI): Tnh nng phn phi cuc gi t ng c kt hp vi cc dch v CTI.

p ng tng tc thoi (IVR):

Tnh nng IVR cung cp cc thng tin cho ngi gi hoc thu thp thng tin t ngi gi trc

khi chuyn cuc gi n cho giao dch vin.

IVR l dch v tng tc thoi tr li thng tin t ng, Trn c s phn cng c kh nng thao

tc vi cuc thoi nh con ngi nh nhc my, t my, quay s, pht m thanh, ghi li m

thanh, chuyn thoi, kt hp vi nhng cng ngh tin tin nh tng hp ting ni, phn tch

ting ni, h thng tr li t ng IVR c th thay th rt nhiu nhn vin trc Tng i tr li

thng tin ph bin qua cc thao tc bm phm s hoc ra lnh bng ging ni.

H thng IVR l mt h thng tng hp bao gm rt nhiu chc nng c gi trong cc dch v

ring bit :

Cung cp t ng thng tin, gii p, tin nng qua in thoi mt cc nhanh nht Phc v cho mi i tng c in thoi trong tay Tnh nng tr li t ng c gi gn thnh mt dch v trong h thng Kh nng phn tn, kt ni CSDL bn ngoi cho php m rng quy m ln.



Tnh nng c bit:

a dng cc dch v cung cp v d dng m rng, nng cp dch v theo yu cu. Tnh nng Text To Speech, cho php c d liu vn bn t ng Qun l, truy cp dch v t xa qua Internet. Kh nng phn tn, kt ni CSDL bn ngoi cho php m rng quy m ln. Tnh nng ACD hon thin v kh nng kt ni vi Contact Center. Giao tip c nhiu loi mng vin thng: PSTN, GSM, CDMA Giao tip c vi nhiu loi trung k bo hiu: ISDN, R2, Co Line, SS7

Tng tc qua web chat: cho php cc giao dch vin p ng ngay lp tc cc cu hi ca khch hng, s dng website kt hp vi cng c chat hoc cng c tng tc web

thi gian thc.

Tng tc qua email: cung cp mt gii php tng th cho tnh nng qun l v sp xp mt lng ln email ca khch hng v chuyn vo hp th ca giao dch vin thch hp

tr li.

T ng quay s gi ra: Cung cp dch v t ng quay s gi ra theo cc chin lc khc nhau.

H tr giao dch vin t xa. nh tuyn cuc gi thng minh: Cc cuc gi c nh tuyn da theo s c gi

v s nhn dng ngi gi, trng thi ca giao dch vin v thng tin khch hng t c s

d liu.

Tch hp d dng vi cc dch v hin hu.

6.2 Cu trc h thng Cisco Unified Contact Center Hosted

Hnh 17. Cu trc h thng IP Contact Center Hosted



Hnh 18. Cu trc gii php Cisco Unified Contact Center Hosted

6.2.1. Cisco Customer Voice Portal (CVP)

Unified CVP l mt gii php ng dng da trn nn Voice VXML, cung cp cc dch v IVR

iu khin cc cuc gi ti ng vo v chuyn mch IP. Kin trc CVP c tnh phn tn, d

phng v c linh hot cao. Cc tnh nng ca CVP:

Dch v IVR chy trn nn IP: CVP c cc tnh nng nhc nh, thu thp hoc cung cp cc dch v t phc v cp cao tch hp vi c s d liu CRM cng nh tnh nng ASR

v TTS thng qua giao thc Media Resource Control Protocol (MRCP).

Tnh nng sp xp cc cuc gi v hng i chy trn nn IP: Cc cuc gi trong thi gian ch gp giao dch vin s c a vo hng i, nghe nhc ch hoc on thng

bo c nhn v cc thng tin lin quan c lu tr trong c s lu tr d liu qun l

khch hng CRM.

Chuyn cuc gi da trn nn IP: Khi c cuc gi i vo trung tm, CVP s c tnh nng chuyn cuc gi gia cc u IP thng qua giao din ICM.

CVP c tch hp vi ICM thng qua VRU Peripheral Gateway cho chc nng iu khin ng

dng.

Vi CVP, khch hng c th s dng tn hiu t nt bm hoc thoi trc tip yu cu cung cp

thng tin dch v.



Nu yu cu c h tr trc tip t in thoi vin, Unified CVP c th to mt cuc gi trong

hng i cho n khi c in thoi vin ph hp c th h tr c cho khch hng, v sau

chuyn thng tin khch hng trc tip cho in thoi vin, cng vi cuc gi n khch hng

mt cch lin tc.

Thm vo , Unified CVP cn h tr tng tc video, bao gm "t dch v" (bm quay s theo

yu cu mi dch v), hng i, v giao dch vin h tr trc tip thng qua thit b mobile v

cc kiosks.

Cc thnh phn ca h thng CVP

1. Call Server

2. VXML Server

3. Media Server

4. Operation Console Server

5. VXML Gateway (Browser)

6. VoiceXML Studio

Call Server

Call Server cung cp kh nng iu khin cuc gi bng cc dch v khc nhau.

SIP Service thc hin mt SIP Back-to-Back User Agent (B2BUA). B2BUA ny cho php SIP thc hin t voice gateway u vo, v trc tip chuyn cc cuc gi mi n

VoiceXML gateway port sn c. Sau khi hon tt vic thit lp cuc gi, Unified CVP

B2BUA hot ng nh l hot ng trung gian cho chui s kin iu khin cuc gi.

ICM Service l dch v chu trch nhim cho truyn thng gia cc thnh phn ca Unified CVP v Unified ICM. N gi v nhn thng ip bng hnh vi ca dch v SIP

Service, IVR Service v H.323 Service.

IVR Service l dch v to VoiceXML pages thc thi ng dng Unified CVP da trn s hng dn kch bn chy VRU (Run VRU Script) c nhn t Unified ICM. Cc

cuc gi phi c chuyn n n t dch v SIP Service thc hin cc ng dng.

VoiceXML pages c to ra t module ny c gi n VoiceXML gateway c

thc thi.

H.323 Service l dch v tng tc vi dch v IVR Service chuyn tip cuc gi n, gii phng cuc gi, v chuyn cuc gi iu khin gia n v cc thnh phn khc ca

H.323.

VXML Server

Thnh phn ny thc hin cc ng dng IVR phc tp bng vic chuyn i VoiceXML pages

vi VoiceXML gateway c xy dng trong trnh duyt thoi. Ging nh hy ht cc thnh

phn Unified CVP khc, VXML Server chy ngn ng lp trnh ng dng Java 2 Enterprise

Edition (J2EE). Nhng ng dng VXML Server c vit bng VoiceXML Studio v c trin



khai VoiceXML Server thc hin nhng ng dng ny. Nhng ng dng c dn ra trn mt

c s nguyn tc khi cn thit bng mt ng dng c bit, ci m c thc hin bn trong kch

bn nh tuyn ca Unified ICME.

Media Server

Thnh phn Media Server l mt my ch web n, ging nh Microsoft IIS hay Apache, v l

mt thnh phn ty chn c th cung cp audio files c thu li trc , cc ti liu

VoiceXML bn ngoi, hoc cc vn phm ASR bn ngoi n gateway. Bi v mt s files ny

c lu tr trong b nh flash cc b trn gateway. ng dng ca Media Server cng c th l

mt b m.

Operation Console Server

The Operation Console Server l mt my ch Windows 2003 cung cp cc hot ng iu khin

cho vic qun l trnh duyt c s v cu hnh cho cc thnh phn Unified CVP. N cung cp cc

shortcuts cho vic qun l v giao din cu hnh ca cc thnh phn gii php ca CVP. y l

thnh phn c yu cu trong tt c cc s trin khai Unified CVP v n phi c chy trn

mt my ring. Ngoi tr c trin khai trong phng th nghim.

VXML Gateway

VoiceXML Gateway l thnh phn dch VoiceXML pages t IVR Server hoc VoiceXML Server.

N gii m thnh file nh dng .wav v cho php ng vo l tn hiu DTMF. N sau s tr v

kt qu dng iu khin cc ng dng v ch n cc hng dn khc.

VoiceXML Gateway c th thi hnh trn cch Router ging nhau chng hn nh Unified CVP

Ingress Voice gateway. File .wav m n gii m ra c th c lu tr trong b nh flash hoc

Media Server.

VoiceXML Studio

Thnh phn ny l mi trng to ra dch v cho ng dng VoiceXML Server, n cung cp cung

c bin tp ha tin tin ko v th (drag-and-drop) nh kh nng chn cc plug-ins ca nh

cung cp dch v v cc ty chnh c pht trin v sau. iu ny cho php ng dng tng tc

vi cc dch v khc trong mng.

6.2.2. Cisco Unified Intelligent Contact Management Hosted (ICMH):

ICMH l thnh phn chnh ca b sn phm Cisco Unified Contact Center Hosted, h tr a

dng dch v chy trn nn IP ln TDM. Cc dch v bao gm nh tuyn thng minh chy trn

mng truyn thng v cc dch v hng i trn mng. ICMH tch hp cc thit b TDM, ACD,

IVR c sn hoc cc thnh phn nh Cisco Unified Communications Managerv Cisco Unified

Customer Voice Portal.

ICMH l mt h thng x l cuc gi da trn phn mm. Mi thnh phn ICMH chy mt tin

trnh trn nn my ch Windows. Cc thnh phn chnh ca ICMH bao gm:



a. CallRouter:

CallRouter server nh l trung tm ca thng tin cho nh tuyn cuc gi trong h thng NAM.

CallRouter nhn yu cu nh tuyn cuc gi, xc nh ch n tt nht cho mi cuc gi, v

ly thng tin t ton b h thng. D liu c ly t CallRouter s c lu tr trong mt trung

tm d liu (central database) s dng cho vic nh tuyn cuc gi, kim tra thi gian cuc

gi, d liu lch s cuc gi.

CallRouter cho php bin dch thng tin mc ch kinh doanh ca khch hng quyt nh

nhanh vic nh tuyn cuc gi. Khch hng c th xc nh lm cch no cuc gi c nh

tuyn bng cch to ra kch bn nh tuyn cuc gi (call routing scripts). CallRouter s dng

kch bn ny cng vi d liu thi gian cuc gi trung tm cuc gi v trng thi ca cc giao

dch vin (agent), ra quyt nh vic nh tuyn cuc gi.

b. Logger:

C chc nng qun l cc c s d liu trung tm ca ICMH. Hai thnh phn CallRouter v

Logger kt lp li thnh phn t hp thnh phn iu khin trung tm ca gii php.

c. Peripheral Getway (PG):

Thnh phn PG cung cp giao tip gia ACD, PBX v cc h thng tng tc thoi vi thnh

phn iu khin trung tm ICM.

PG gim st trng thi thi gian thc ca agent, tnh ton thng k vic thc hin x l cuc gi,

chuyn tip cc s kin v thng tin thng k thch hp n c s d liu trung tm. PG gim st

s kin trn mi agent v cc cuc gi c nhn bo m cc quyt nh nh tuyn chnh xc

nht c th. Kh nng ny cho php phn mm ICM m rng iu khin cuc gi ra bn ngoi

mi trng trung tm cuc gi truyn thng, bao gm cc chi nhnh vn phng v cc cm

nhm lm vic.

PG cng gim st v hi p cc yu cu nh tuyn t switch hoc VRU v c th hu nh

tuyn (post-routing) thng minh cc cuc gi. V d hu nh tuyn (post-routing) bao gm

chuyn cc cuc gi gia cc agent v bn trong ca cuc gi gia cc ACD/PBX. Vi vic

truyn thng minh, cc agent c th to chc nng yu cu truyn cuc gi ny n chuyn vin,

v phn mm ICM c th tm cc agent c kh nng v sn c trong mng, cung cp thng tin

cho cc switch hoc VRU, nh tuyn cuc gi n ch.

d. Administrative Workstation (AW):

Thnh phn AW cung cp giao din ngi dng cho ICMH. AW cha mt tp cc cung c c

iu khin cc tnh nng nh tuyn cuc gi, theo di v qun tr h thng.

Cc thnh phn chnh ICMH trin khai dch v cho khc hng l: Network Application Manager

(NAM), Customer ICM (CICM), Intelligent Network Call Routing Protocol (INCRP) NIC.



e. Thnh phn NAM:

NAM chy phn mm ICM qun l cc yu cu khi to nh tuyn t CVP. Thnh phn NAM

cng gi cc yu cu nh tuyn n cc CICM nu c yu cu nh tuyn c bit.

NAM l mt phn mm ng dng x l cuc gi cung cp nh tuyn cuc gi n cc call

center c phn b cc ni. H thng nhn thng tin trng thi thi gian thc ca tt c cc h

thng chuyn mch trong mt call center, to ra mt hnh nh trng thi thi gian thc ca cc

agent, cc cuc gi, cc thit b ngoi vi trn ton b h thng. Vi kh nng phn phi cc cuc

gi thng qua nn tng chuyn mch khch nhau v a sng mang, chng ta c th a ra c

mt gii php nh tuyn cuc gi thng minh.

Cc gii php c a ra ca NAM:

Nng cao dch v toll-free H tr a chuyn mch H tr a sng mang Tch hp h thng VRU Tch hp CTI Thng nht bo co Tch hp Internet Tch hp ban qun l nhn s Cc dch v bin dch s in thoi v VPN

NAM chy phn mm ICM qun l cc yu cu khi to nh tuyn t CVP. Thnh phn NAM

cng gi cc yu cu nh tuyn n cc CICM nu c yu cu nh tuyn c bit.

ICM software

Phn mm ICM ra quyt nh nh tuyn cuc gi bng cch xem xt bn cht cuc gi vo v

so snh vi trng thi ca cc giao dch vin call center hoc cc ngun tr li. Thnh phn ca

mt h thng ICM gm c: mt Central routing controller, mt logger, giao din n mng IXC

v cc giao din n cc thit b tr li (v d nh cc b phn phi cuc gi t ng ACD).



Hnh 19. ICM call routing

1. Phn mm ICM quyt nh nh tuyn cuc gi trc khi cuc gi kt thc ti mt contact

center, y gi l tin nh tuyn.

2. Phn mm ICM c cu hnh trong mt mng thng minh ca IXC nhn mt yu cu nh

tuyn cho mi cuc gi vo c ch nh. Mt h thng con ca phn mm ICM l Network

Interface Controller (NIC) giao tip vi carrier's network thng qua giao din mng thng minh.

3. NIC bin dch mt cuc gi vo mng bao gm im xut pht, s c gi, v mi k t ca

s khch hng gi vo, thnh ngn ng ca phn mm ICM. NIC chuyn thng tin cuc gi ny

n CallRouter bn trong trng thi ca mt routing request.

4. CallRouter c th yu cu mt ANI hoc customer profile database cung cp thng tin trc

khi tr v mt routing response n NIC. NIC chuyn ch n ca cuc gi cho IXC. IXC s

yu cu mt kt ni cuc gi v duy tr ng thoi.

5. Mi contact center c mt hoc nhiu h thng ACD chuyn cuc gi n cho in thoi thit

lp ca tng giao dch vin.

6. PG giao tip vi ACD thng qua ng CTI. a ra cc quyt nh ti u nht, phn mm

ICM phi bit trng thi mi nht ca cc cuc gi, cc giao dch vin v contact center trong

mng ca n. Mc ch ca PG l xc nh thng tin trng thi ca ACD v chuyn tip n cho

b nh d liu ca CallRouter.

7. ACD cng c th bt u cc yu cu nh tuyn cuc gi, PG server chuyn tip yu cu nh

tuyn n cho CallRouter v tr v i tng ch cho ACD.



8. CTI server cung cp mt giao din gia phn mm CTI v desktop hoc ng dng server

lin tc cung cp cc s kin cuc gi trn ton h thng v cung cp thng tin khch hng n

hin tr trn mn hnh my tnh ca mt giao dch vin.

9. D liu cuc gi hin ti v d liu lch s cuc gi c lu tr trong c s d liu vi mt

chun cng nghip.

10. Tt c s thc hin ca phn mm ICM c hin th v iu khin t mt Admin

Workstation (AW). Phn mm ICM c th h tr nhiu AW nm trong mng contact center.

NAM CallRouting

NAM phn phi cc cuc gi n CICM da trn s c gi. CICM chn trong s cc call

center da trn Dialed Number (DN), Calling Line ID (CLID), Caller Entered Digits (CEDs) v

c th cc d liu khc.

Hnh 20. NAM call routing

1. Cc cuc gi bt u c inh tuyn t Toll-free caller n mng in thoi nh cc cuc gi

n toll-free hoc s khc.



2. NAM c cu hnh trong mng thng minh ca nh cung cp dch v x l yu cu nh

tuyn u tin cho mi cuc gi n. Mt h thng con ca NAM gi l NIC giao tip vi mng

cung cp dch v thng qua mt giao din mng li thng minh.

3. NIC bin dch cc thng tin cuc gi n, bao gm im xut pht v s c gi, thnh ngn

ng ca NAM v NIC chuyn d liu cuc gi n NAM thng qua hnh thc ca mt yu cu

nh tuyn.

4. Da trn s c gi, NAM xc nh ni c chn nh tuyn n n hoc chuyn mt

yu cu nh tuyn n cho CICM. NAM c th yu cu CLID hoc d liu thng tin khch

hng trc khi tr v mt routing response cho NIC. NIC chuyn ch n ca cuc gi cho cuc

gi v n giao din mng thng minh. Mng in thoi kt ni cuc gi v duy tr ng thoi.

Thng thng, hu ht cc yu cu nh tuyn c x l mt cch hon ton bn trong NAM .

Mt s khc c th c chuyn tip n cho CICM.

5. bo m c yu cu nh tuyn, NAM gi mt CICM thch hp. Vi yu cu ny, CICM

xc nh mng ch bng cch s dng kch bn logic ca ring mnh.

6. Mi CICM duy tr kt ni thi gian thc vi cc ACD trong call center bng vic s dng mt

PG. a ra quyt nh ti u, CICM phi bit trng thi mi nht ca tt c cc cuc gi, cc

giao dch vin v call center bn trong mng. Mt mc ch ca PG l trch xut thng tin trng

thi ny t ACD v chuyn tip n CICM vo trong b nh d liu. CICM s dng d liu

trng thi thi gian thc ny to ra kch bn nh tuyn. CICM sau tr v mt route

response n cho NAM. NAM chuyn tip hi p ny n cho mng cung cp dch v, sau

kt ni cuc gi.

7. Mi customer call center c mt hoc nhiu h thng ACD chuyn cuc gi n cho in

thoi thit lp ca cc giao dch vin. PGs giao tip vi ACD thng qua thit b chuyn mch

CTI link. Trong private network, ACDs cng c th bt u gi yu cu nh tuyn. Trong trng

hp ny, PG server thm chc nng ca vic chuyn tip yu cu nh tuyn n CallRouter v

tr v i tng ch cho ACD. y c gi l Post-Routing.

8. Nhng ng dng m rng ca Server hoc workstation c th kt hp cng PG cho d liu s

kin cuc gi v d liu s kin cc giao dch vin ci m c s dng trn screen-pop hoc

cc ng dng khc ca CTI.

9. Tt c cc d liu s kin c tp hp bi PGs c lu tr trong mt database trn cc

CICM cc d liu ny c quy v chung tiu chun cng nghip. NAM lu tr d liu lch s

trn route request v hot ng ca ca mng bn trong trung tm c s d liu.

10. Tt c hot ng ca NAM c gim st v iu khin bi cc Admin Workstation (AWs).

NAM h tr bn kiu ca cc AWs, mi ci ph hp vi vai tr trong h thng NAM.

e. Thnh phn CICM

CICM l mt phn mm ICM chy trn kin trc phn cng chia s. Mi CICM phc v cho mt

hoc nhiu khch hng. Mt cm CICM gm cc thnh phn c bn nh CallRouter, Logger,

PGs, AWs.



f. Thnh phn INCRP NIC

NIC l giao din mng cho CICM. y l mt tin trnh phn mm chy trn thnh phn

CallRouter ca CICM, chiu trch nhim x l cc yu cu nh tuyn v gi cc yu cu nh

tuyn v cho NAM.

Cc thnh phn NAM v CICM c nhn i thnh phn bo m an ton v tnh tc

thi ca h thng.

6.2.3. Cc tnh nng ca giao dch vin

Tnh nng tch hp in thoi vo my tnh.

Gii php UCCH cho php trin khai mt chin lc CTI hon chnh, bao gm cc tnh nng

tng tc a phng tin ti my tnh ca giao dch vin. Cisco UCCH vn chuyn d liu n

cc ng dng kinh doanh, cung cp cho giao dch vin thng tin v cuc gi v thng tin ngi

gi tng ng.

Thnh phn CTI gm cc thnh phn sau:

Cisco CTI Server: Thnh phn ny chu trch nhim chuyn cc d liu khch hng, d liu cuc gi n giao dch vin theo thi gian thc.

CTI Object Server (CTI OS): CTI OS l thnh phn tch hp cc tng tc mng k tip.

6.2.4. Mn hnh lm vic ca Agent v CUCM tch hp trong UCCH

Mn hnh lm vic ca Agent v iu khin cuc gi c tch hp vo ICMH thng qua PG.

Hnh 21. Giao tip gia cc qu trnh ca phn mm Gateway ngoi vi

Mi Cluster CUCM cn CUCM PIM, CTI server v CTI OS server giao tip vi mn hnh

dng chung vi in thoi.



Chng 7. CALL FLOW

Hnh 22. Lung cuc gi c trng

Lung cuc gi din ra nh sau:

1. Cuc gi sut pht t PSTN vo voice gateway

2. Voice gateway gi tn hiu SIP mi n CVP cho cuc gi n

3. CVP gi tn hiu yu cu ti ICM nh hng dn

4. ICM chy m nh tuyn v ch dn CVP

5. Agents sn sng

6. ICM hng dn CVP gi cuc gi n agent cn trng trong CUCM

7. ICM gi d liu cuc gi n mn hnh agent c chn.

8. CVP gi VoIP n in thoi cc agent c gi

9. Agent tr li cuc gi



Lung cuc gi bn trong h thng

Hnh 23. Lung bo hiu bn trong h thng

1. PSTN thng bo cuc gi n cho PGW trn mt Voice Gateway ca h thng thng qua chc

nng SLT tch hp sn trong Voice Gateway.

2. SLT x l hai lp u tin ca SS7 v chuyn cc thng tin cn li v cho PGW. SLT vn

chuyn thng tin bo hiu gia PGW trong sut thi gian cuc gi.

3. Thng qua giao thc MGCP, PGW bo cho Voice Gateway bit cuc gi ang c x l v

bo cho Voice Gateway thit lp cc thng s trc khi cuc gi c n.

4. Cuc gi c n Voice Gateway trn mt ng E1 c thng nht.

5. Sau khi cuc gi c n, PGW s xc nh cch i x vi cuc gi ny bng cch gi

yu cu n NAM thng qua NIC. Vic lin lc gia PGW v NIC thng qua ITP.

6. NAM da vo cc thng s ca cuc gi xc nh cuc gi ny ca CICM no v gi yu

cu n CICM tng ng xc nh cch i x vi cuc gi ny.

7. CICM cung cp cch i x cuc gi cho NAM da trn cc thng tin cuc gi nh: s ch

gi, s c gi. Trong trng hp cn tng tc vi IVR, mt lable c tr v cho NAM

bo rng cn chuyn cuc gi ny n cho XVML Gateway cho php tng tc IVR. Lable ny

cn c mt Correlation ID c s dng match cuc gi ny n VXML.



8. Sau khi nhn c lable, NAM gi cc d liu lin quan n cuc gi vi mt s correlation

ID duy nht n CVP PG. Do tt c cc cuc gi c gi n VXML Gateway c match

mt s correlation ID duy nht cho mi cuc gi.

9. NAM gi lable ny v cho PGW thng qua ITP

10. Sau khi nhn c lable, thng qua SIP PGW gi yu cu n VXML Gateway v gi yu

cu n Voice Gateway thng qua MGCP nh hng cuc gi vo VXML Gateway tng

tc vi IVR.

11. Cuc gi c a n VXML Gateway hay RTP c thit lp n VXML Gateway.

12. VXML Gateway nhn cuc gi v gi yu cu n CVP Call Server c hng dn, km

theo thng tin yu cu ny l mt correlation ID match vi correlation ID c gi cho CVP

PG trc .

13. CVP Call Server chuyn thng tin yu cu hng dn vi Correlation ID n CVP PG v i

hng dn nn lm g k tip i vi cuc gi ny.

14. CVP PG bo cho NAM bit cuc gi no ang cn phi c hng dn v cch i x tip

theo.

15. NAM m bo s lin tc cuc gi, NAM xc nh cuc gi ny thuc CICM no v gi yu

cu hng dn cuc gi n CICM tng ng.

16. CICM p li bn tin yu cu bng bn tin hng dn NAM tiu tc iu khin cuc gi ny.

Trong trng hp ny, do khng c agent no ri nn cuc gi c hng dn nghe nhac

ch.

17. NAM chuyn thng tin CICM hng dn n CVP PG.

18. CVP PG yu cu CVP call server thc hin yu cu ca CICM v km theo nhng thng tin

lin quan yu cu mt VXML ng n VXML Gateway

19. By gi CVP Call Server thc hin VXML ng thng qua mt yu cu HTTP n VXML

Gateway

20. VXML Gateway yu cu file m thanh trn Media Server cng nm chung Server vi CVP

Call Server. File m thanh ny c th c lu tr li trn VXML Gateway, nu cuc gi khc

cng yu cu file ny, VXML khng cn phi gi yu cu ln Media Server mt ln na.

21.CVP Call Server cung cp file m thanh cho VXML nh yu cu. Nhng file ny c pht

cho ngi gi v m li trong VXML.

22. Agent ng nhp vo h thng v sn sng nhn cuc gi. Thng tin ny c a n UCM

PG v CTIOS server thng qua chng trnh khai thc Agent Desktop.

23. UCM PG v CTI OS Server bo cho CICM bit agent sn sng nhn cuc gi

24. CICM chim gia gent v gi cnh bo cuc gi sp n n UCM/CTIOS Server



25. CICM bo cho NAM rng agent sn sng cuc gi v gi yu cu chuyn cuc gi n

agent thng qua mt Lable

26. NAM chuyn Lable ny n PGW thng qua NAM NIC v ITP. V hng dn ny yu cu

PGW ly cuc gi ny tVXML Dateway chuyn n IP Phone Agent ri.

27. Khi nhn c Lable, PGW da vo bng nh tuyn v thng qua SIP nh tuyn cuc gi

n UCM.

28.UCM tr a chIP ca IP phone cho yu cu ca PGW.

29. UCM gi cnh bo n UCM PG/CTI OS Server rng cuc gi ang c a n

30. UCM PG/CTIOS Server gi cc thng tin cuc gi ln Agent Desktop v hin th ln mn

hnh.

31.PGW yu cu Voice Gateway thng qua MGCP nh hng cuc gi n IP phone.

32. Voice Gate way nh hng RTP tVXML Gateway n IP Phone



Chng 8. CC DCH V H THNG CISCO UNIFIED

CONTACT CENTER HOSTED

8.1. Dch v Contact Center 108

Gii thiu

Cng ngh Contact Center 108:

Hin ti STSC ang s hu h thng Contact Center 108 gii php Hosted IPCC ca Cisco vi

y cc tnh nng ca mt trung tm tng tc khch hng, cung cp cho khch hng kh

nng chn la linh hot cc dch v. H thng Contact Center cung cp cc tnh nng phn phi

cuc gi t ng (ACD) v p ng tng tc thoi (IVR), cho php nhiu khch hng c th

chia s cng 1 ti nguyn nhng vn m bo c n nh v bo mt gia cc h thng.

H thng Contact Center bao gm cc tnh nng:

Phn phi cuc gi t ng. Chuyn hng cuc gi t ng. Phn nhm in thoi vin. nh tuyn mng vi tnh nng tch hp in thoi vo my tnh. p ng tng tc thoi (IVR) Tng tc qua Web, chat, Email,...

Dch v gi vo (Inbound)

Dch v khch hng : bao gm chm sc khch hng; ng k s dng dch v; gii p thc mc, cung cp thng tin v sn phm, dch v qua in thai;

Dch v h tr k thut: Hng dn s dng, x l s c v sn phm, dch v; Dch v tip nhn n t hng, bn hng qua in thai.

Dch v gi ra (Outbound)

.. vi y cc tnh nng ca mt trung tm tng tc khch

hng...



Dch v bn hng v tip th (telemarketing) : bn hng qua in thoi; tip th qua in thoi; qun l, nh gi thng tin khch hng; sp xp lch hn v ng k dch v;

khuyn mi cho sn phm, dch v mi.

Dch v kho st qua in thai, gm cc hot ng nghin cu th trng v thm d kin khch hng.

Dch v mi tham gia cc s kin, hi tho, ... Dch v chm sc khch hng. Dch v xc minh d liu: xc minh thng tin bn th ba

Dch v outsourcing

STSC cung cp cho khch hng trn gi v dch v chm sc khch hng, c th:

STSC cung cp h thng Contact Center (agent, thit b h thng, cng ngh); STSC tuyn dng, o to v qun l nhn s (cc in thoi vin) lm vic cho

khch hng;

STSC cung cp ch ngi lm vic v cc trang thit b phc v cho cng vic. Doanh nghip thu dch v Outsourcing s o to v hng dn dch v/nghip v cho

cc in thoi vin ca STSC.

STSC c h thng bo co ring bit dnh cho Doanh nghip. Dch v c thc hin thng qua hp ng k kt gia hai bn.

Dch v cho thu thit b h tng

L dch v cho thu thit b h thng contact center (agent,thit b h thng, cng ngh ) v ch

ngi lm vic, nhn vin ca Doanh nghip thu h tng s n v tr ca STSC lm vic.

M t dch v:

STSC cung cp cho Doanh nghip:

H thng Contact Center (agent, thit b h thng, cng ngh); Ch ngi lm vic v cc trang thit b phc v cho cng vic. Cc gii php k thut cng nh cc k hoch hun luyn s dng thit b.

Doanh nghip t t chc nhn s thc hin cc dch v ca mnh ti v tr lm vic do STSC

cung cp.

Doanh nghip qun l mt cch hon ton c lp v c h thng bo co ring bit vi STSC.



Dch v c thc hin thng qua hp ng k kt gia hai bn.

Dch v cho thu thit b

Vi m hnh kt ni a dch v, ch cn mt ng truyn IP, Doanh nghip s c ngay mt h

thng Contact Center chuyn nghip ti bt c a im no theo yu cu ca Doanh nghip.

M t dch v:

STSC cho Doanh nghip thu cc thit b gm Agent, thit b h thng v cng ngh t ti a im yu cu ca Doanh nghip.

STSC s cung cp cc gii php k thut cng nh cc k hoch hun luyn s dng v bo tr, bo dng thit b cho Doanh nghip.

Dch v c thc hin thng qua hp ng k kt gia hai bn.

8.2. Dch v tra cu im thi

Hin nay, Tng i 1080 cung cp im thi qua cc knh:

1 - Ngay sau khi c s bo danh d thi th sinh v ph huynh gi n tng i 1080 c s bo

danh, tn k thi, s in thoi di ng ng k nhn thng tin kt qu thi hoc im chun.

Khi c Kt qu thi tng i 1080 s gi im thi ca th sinh hoc im chun vo s in thoi

ng k.

2 - Gi 1080 v c s bo danh, in thoi vin s trc tip c im tng mn thi, im chun.

3 - Gi 108600 - " Thng tin tuyn sinh" v thc hin cc thao tc theo hng dn trong h thng

4 - Qua SMS

8.3. Dch v in hoa - nhc - li chc



Dch v in hoa l mt trong nhng Dch v truyn thng ca 108 t nhng ngy u i vo

hot ng. Dch v thay mt khch hng chuyn tng hoa, qu cng nhng li chc m p tnh

cm n ngi yu chy bng, ngi v nng nn ...ca mnh trong khu vc TPHCM vi phong

cch lch s, chuyn nghip. Dch v in hoa l Dch v c thc hin bi i ng nhn vin

chuyn nghip ca Dch v 108 - Bu in TPHCM , thay mt khch hng tng nhng b hoa

ti thm c thit k theo yu cu ph hp n cc i tc, ngi thn nhn dp chc mng

khai trng, tn gia, sinh nht, cc dp l tt.

8.4. Dch v cung cp thng tin danh b

Vi ngun d liu phong ph, di do v thng tin doanh nghip, tng i 1080 hin c:

Hn 5000 Doanh nghip ang hat ng trong hn 200 cao c ti Tp.HCM. Hn 3000 Cng ty nc ngoi v Vn phng i din ti Tp.HCM. Hn 1400 Doanh nghip trong cc KCX, KCN ti Tp.HCM.

v nhiu d liu khch hng mc tiu p ng theo tng chin dch qung co ca Doanh

Nghip.

Ngi dng c th nhn d liu bng nhiu hnh thc :

+ Nhn file t mail hoc a CD.

+ Nhn danh sch ti ca hng giao dch 1080 theo tng tp h s hoc ng thnh quyn.

+ c bit ngi dng c th nhn di hnh thc in tem nhn dng gi th qung co rt

hu hiu v tit kim thi gian cho Doanh nghip.

8.5. Dch v t vn qua in thoi 1088

Dch v t vn qua in thai 1088 vi nhiu lnh vc t vn a dng v chuyn su chng ti

lun mong mun p ng nhu cu ngy cng cao ca khch hng.

M s lnh vc t vn

MS Lnh vc

Y KHOA

1.1.1 a khoa

1.1.2 Sc khe sinh sn - Nhi khoa

1.1.3 Tim phng - Min dch

1.1.4 Y hc c truyn

1.1.5 Nha khoa Rng Hm Mt

1.1.6 An ton v sinh thc phm - m phm

PHP LUT



1.2.1 Lut Dn s Hnh s Lao ng

1.2.2 Lut Kinh t Doanh nghip

1.2.3 Lut u t - Xut nhp khu

1.2.4 Lut Nh t

1.2.5 Lut Hn nhn gia nh

1.2.6 Lut hnh chnh - Xut nhp cnh

1.2.7 Hng dn th tc cng chng

1.2.8 Lut S hu tr tu

KINH T

1.3.1 K ton - Thu

1.3.2 Ngn hng

1.3.3 Th trng chng khan

TIN HC - IN T

1.4.1 Tin hc

GIO DC

1.5.1 Tuyn sinh Hng nghip

1.5.2 H tr gii bi tp ph thng

1.5.3 Dch thut

1.5.4 Du hc

TM L

1.6.1 Tm l

1.6.2 Tm l gio dc tr

TH THAO & CC LNH VC KHC

1.7.1 Th thao

1.7.2 Du lch

1.7.3 N cng gia chnh

1.8.8 Phm nng theo ma

KT NI CC BNH VIN, TRUNG TM Y T



2.2 Bnh vin Nhi ng 2

2.2.1 Gii p chng nga

2.2.2 Hng dn khm bnh

2.2.3 ng k khm bnh

8.6. Dch v qung co doanh nghip

Dch v Qung co Doanh nghip qua i 1080 l mt bin php hiu qu nhm thu ht khch

hng v pha doanh nghip, in thoi vin s u tin gii thiu cc sn phm, dch v ca

doanh nghip c ng k DV qung co ti i 1080 n khch hng c nhu cu theo cc nhm

ngnh ngh c phn loi trong d liu danh b gii p ca Dch v 1080.

Trong v vn sn phm dch v trn th trng hin nay... Lm th no khch hng bit n

sn phm dch v ca mnh ? Lm th no doanh nghip thu ht c s ch ca ng o

khch hng? Mt knh tuyn truyn qung co ph hp s gip doanh nghip truyn ti thng tin

v sn phm dch v n khch hng mt cch hiu qu; Qua Tng i 1080: Gii thiu trc

tuyn ng khch hng ang c nhu cu n doanh nghip. Doanh nghip t c mc tiu "chi

ph thp, hiu qu cao"

8.7. Dch v ng k khm bnh qua tng i 1080



Hin nay, Vi dch v ng k ly s th t khm bnh ngi dng c nhu cu khm bnh ti cc

bnh vin hoc cc phng mch bc s ti TP.HCM th ch cn gi n (08)1080 ca VNPT

TP.HCM ng k.

ng k khm bnh qua 1080, ngi khm bnh s tit kim c chi ph v thi gian i li;

gim thi gian phi ch i ly s, ch khm; trnh c cc ri ro mt ti sn ti ni ng

ngi.

Khi gi vo (08)1080, khch hng cung cp cc thng tin cho in thoi vin: h tn, tui, a

ch ca ngi khm, in thoi lin lc v nhn c s th t khm bnh; ng thi c

hng dn th tc ng tin cng nh ngy gi khm cc chuyn khoa ti cc bnh vin.

8.8. Dch v phng thu

DCH V THU M TNG I IN THOI QUNG CO - T GII THIU & SN

PHM DOANH NGHIP

Qua dch v thu m, tng i s tr li in thoi bng nhiu ngn ng khc nhau.

Tng i s cung cp mt li bnh hay gii thiu sn phm, dch v ca doanh nghip khi s

dng dch v.



Chng 9. KT LUN V HNG PHT TRIN

9.1. Kt lun

Trong qu trnh tm hiu, nghin cu v thc hin ti, em nhn thy h thng cung cp rt

nhiu dch v vi cc tnh nng u vit, m bo hiu sut s dng cao ca h thng. p ng

cc nhu cu ca ngi tiu dng mt cch nhanh chng v hiu qu. H thng ti u ha c

c s vt cht v nhn lc ca cng ty. a ra cc gii php mi thay th cc gii php c ca

h thng. Chuyn cc trung tm tng i cc tnh v tng i trung tm ti Tp. H Ch Minh, a

cc trung tm call center o n cc tnh nhm cn bng ti v ti u ha h thng, trnh trng

hp ni qu ti cho h thng, ni li khng s dng ht ti nguyn gy lng ph nghim trng.

Khi thc hin ti, em hon thin bn thn qua vic chp hnh ni qui cng ty, m bo

ng tin cng vic. Qua hon thin hn bn thn v k nng lp k hoch, k nng lm

vic nhm, k nng c hiu ti liu chuyn ngnh v vn dng kin thc Vin Thng vo trong

qu trnh thc hin ti. Bn cnh hon thin hn k nng tm ti liu v s dng ngun ti

nguyn trn Internet.

ti hon thnh vi cc u im: c kin thc tng qut v h thng IP contact center, hiu

c cc dch v ca h thng v c ci nhn tng qut hn v truyn thng qua mng IP. p

ng tt yu cu nhim v ca ti, m hnh c trng thi mt cuc gi vo cho giao dch

vin v cc giao din ngi dng qun l cc agent.

ti cn c cc khuyt im: cha nm c cch gii quyt khi h thng c li xy ra, cha

vn hnh c cc thit b v h thng bng phn mm. Cha thc hin c kch bn cuc gi

v m phng mt cuc gi vo thc t vi cc trng hp c th xy ra nh li mng, nghn

mng v thnh cng cuc gi. Cha tm hiu su c cc thit b trong h thng vi cc tn hiu

thc t. ti nm trn c s l thuyt l ch yu.

9.2. Hng pht trin ti

H thng IP contact center a n cc gii php cho cc nhu cu truyn tn hiu thng qua

mng IP vi cc u im vt tri, y l h thng ca tng lai vi cc ng dng tt hn, tc

truyn tin nhanh hn p ng tt hn nhu cu ngi tiu dng.

Sau khi tm hiu cu trc h thng v cc dch v cung ng ca h thng, s khc phc cc

khuyt im cn tn ti ca ti. Khai thc ti nguyn ca h thng vi Internet TV trn in

thoi di ng v cc ng dng ca h thng c nng cao, p ng nhu cu ngi dng.



Ti liu tham kho

[1] "Trainning".

[2] "Ph lc 6 - M t h thng v sn phm".

[3] Cisco Signaling Link Terminal .

[4] Cisco Network Applications Manager (NAM) Product Description. 2000 -2001.

[5] Cisco Unified Customer Voice Portal (CVP) Solution Reference Network Design (SRND).

2007.

[6] http://www.tinhte.vn/threads/tim-hieu-ve-voice-over-internet-protocol-voip.2765/.

[7] http://www.netone.vn/Trangchu/Hotrokythuat/Kienthuccanban/tabid/366/arid/1333/Default.

aspx.

[8] F. U. D. Jone G. van Bosse, Signaling in Telecommunication Network, 2nd ed. 2007.

[9] http://108hcm.com.vn/?act=service_detail&id=107.

[10

]

https://docs.google.com/file/d/0B0G5v0UCVkqgSHNzWmdScldCNVU/edit?embedded=true

&pli=1.

Documents

Vo Van Tam