基于Asterisk与OpenVPN的企业集团IP分布式呼叫中心

计算机应用 ›› 2010, Vol. 30 ›› Issue (3): 756-760.

基于Asterisk与OpenVPN的企业集团IP分布式呼叫中心

潘云良¹,²,杨观赐³,周应权²

1.
2. 湘潭大学
3. 中国科学院成都计算机应用研究所

收稿日期:2009-09-17 修回日期:2009-11-06 发布日期:2010-03-14 出版日期:2010-03-01
通讯作者: 杨观赐

Distributed call center for enterprises based on Asterisk and OpenVPN

Received:2009-09-17 Revised:2009-11-06 Online:2010-03-14 Published:2010-03-01
Contact: Guan-Ci YANG

摘要/Abstract

摘要： 构建一个企业集团的IP分布式呼叫中心，其成本、安全性、稳定性和高效性是必须考虑的重要因素。在给出企业集团IP分布式呼叫中心架构的同时，以一个具体的实例阐述了呼叫中心实现的技术方案与实现过程。系统采用OpenVPN保证语音传输安全,运用智能路由的规则来处理各种话务，提出了以Asterisk系统内部交换协议(IAX2)为中继的通信模式。测试结果表明，在CPU使用率、负载、带宽占用、延时和语音质量方面，基于Asterisk与OpenVPN的IAX2中继通信模式都优于代表性的SIP中继模式，所提出的方案可以解决抖动带来的声音延时，避免声音传输时的断续现象，弥补由于包的顺序错乱而导致的语音出错，改善了VoIP通信的语音质量。

关键词: 分布式呼叫中心, Aserisk, OpenVPN, Asterisk系统内部交换协议

Abstract: The cost, security, stability, and efficiency are important factors when designing a distributed IP call center for an enterprise. The authors presented the architecture and implementation of a high-performance enterprise level IP distributed call center based on Asterisk and OpenVPN. The system used OpenVPN to ensure the security of voice transmission and smart routing to deal with various traffics. A kind of communication mode taking IAX2 as relay was also proposed. The test results on the CPU usage, load, bandwidth, delay and voice quality show that the proposed design is a better solution to the issues such as voice delay caused by jitter and intermittent phenomenon in the voice transmission, compared to the SIP based solution.

Key words: distributed call center, Asterisk, OpenVPN, Inter-Asterisk eXchange protocol (IAX2)

潘云良杨观赐周应权. 基于Asterisk与OpenVPN的企业集团IP分布式呼叫中心[J]. 计算机应用, 2010, 30(3): 756-760.