随之通信技术、计算机技术和互联网技术的不断发展融合，传统的电信运营商的基础网络运营的利润越来越少，他们开始与IT领域结合开展一种全新的增值服务，而IVR(Interactive Voice Response)交互式语音应答系统正是现在和未来通信增值服务的发展方向，具有很大的发展商机和研究价值。
本人结合在企业实习期间实际参与的iAvp2.4项目的整体开发过程和当今国内外的研究概况指出了目前IVR系统的不足之处，通过对HMP软件和CTI领域中知识的深入研究后提出了基于HMP的IVR系统的设计与实现。本文首先对HMP软件功能和接口给予简要概括分析以及对与本课题相关的CTI领域中VoIp和信令协议技术的说明，说明什么是IVR系统，IVR系统的特性和功能后就开始研究对IVR系统的设计和实现过程。本文从整个系统的架构和功能出发详尽分析和阐述了基于HMP的IVR系统的设计和实现过程，其中重点阐述了与板卡有密切关系的CCServer组件和Inerpreter组件的开发架构，并在此基础上完成了这两个组件的设计、开发和测试工作。
最后总结在完成此次的设计方案过程中出现的问题和技术难题以及如何解决，指出本课题的设计优点和不足之处，并由此得到的收获对以后工作和学习的帮助。
Withconstantfusion of communication technique，computer technology and network techniques， the traditional voice service′s profit of telecommunication providers is getting less and less. A whole new value-added service which is a wedding of information technology has turned into the focus of competition among service providers. The system of interactive voice response is just the orientation of telecommunication value-added service, from now, the present, the future, which have a new profit growing point and a great value to study.
Through practically participating in the whole development process of iAvp2.4 project and studying the domestic and foreign research survey, I point out the flaws of IVR system. Through a deep study of HMP software and relevant domain knowledge of CTI, I bring up the design and realization of IVR system which bases on HMP.
This paper firstly gave a neat summary and analysis of function and interface of HMP software, explain the technology of VoIp and signaling protocol which associates with domain knowledge of CTI, explain that what is IVR system and what are specialties and functions of IVR system, and then discuss the design and realization of IVR system.
Proceeding from framework and functions of the whole system, this paper detailed analyses and expands on the design and realization of IVR system based on HMP, focuses on the framework of CCServer and Interpreter modules which closely relating to board, and then fulfill the design, development and test of the two modules.
Finally, I sum up the problems and difficulties in the whole process of the design and realization and point out how to resolve them. As the same time, this paper sums up the advantages and disadvantages of the topic discussed above and experiences which are good for my after work and study. |
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