Вы находитесь на странице: 1из 36

.. , ..

CALL


2002

01 - Title.p65

08.04.2002, 14:46

621.395.34
63
32.881
.., ..

63

Call .
.: , 2002. 372 .: .
ISBN 582060105X

3 . 

Call Web
, (Service Nodes), 

.
, ,
, , 
Call. 
. , 
.

ISBN 582060105X

.., .., 2002


B.S. Goldstein, V.A. Freinkman

Callcenters and Computer telephony, SaintPetersburg,


BHV SaintPetersburg, 2002.
The convergence of telecommunication networks and services is based
considerably on the third generation computer telephony technologies. The
achievements of this rapidly developing industry considered in the book are im
plemented today in Call centers and Web enabled contact centers coming up to
take their place, in various Service Nodes and other systems and means for the
provision of new infocommunications services.
The book is primarily intended for engineers, businessmen, programmers,
managers, and all specialists involved in the management, development, and
operation of computer telephony systems and Call centers. It will be a valuable
reference source for students and postgraduates studying in these areas. It will
be helpful for all those who are interested in stateoftheart infocommunications
technologies.

Scientific and technical edition

Copyright B.S. Goldstein, V.A. Freinkman, 2002

01 - Title.p65

08.04.2002, 14:46


.......................................................................... 9
1 .............................11
1.1 ? ....................................... 11
1.2 CTI ? ............................................................................... 22
1.3 CTI ..................................................... 25
1.4 IP ............. 32
1.5 Call ................................................ 34

2 .........................................37
2.1 .................................................................... 37
2.2 ................................................................ 41
2.3 .......................................... 62

3 .............................................................75
3.1 .............................. 75
3.2 ............................................................. 78
3.3 ITUT ................................................................. 80
3.4 ISO .......................................................................... 84
3.5 ETSI ........................................................................ 84
3.6 ECMA ....................................................................... 86
3.7 ANSI .................................. 88
3.8 IMTC ................. 88
3.9 OpenSig and OpenArch
IEEE P1520 .................................................... 88
3.10 Softswitch ................................. 90
3.11 MSF ............................................................................. 90
3.12 Parlay Group ........................................................ 91
3.13 TAPI, TSAPI JTAPI .................................................. 93
3.14 ECTF ....................................................................................... 97

02 - Contents.p65

01.04.2002, 17:12

4 ............................ 101
4.1 IVR .......................................................................
4.1.1 IVR ......................................................................
4.1.2 .......................................................................
4.1.3 ..............................................................................
4.1.4 .....................................................
4.1.5 .......................................................

101
101
104
105
109
109

4.2 .........................................................................
4.2.1 ...........................................................
4.2.2 ...............................................
4.2.3 .....................................................
4.2.4 .................................................

110
110
111
117
119

4.3  ........................................................................ 119


4.4 .................................
4.4.1 ..................................................................
4.4.2 .......................................
4.4.3 ....................................................................
4.4.4 ..............................................................
4.4.5 ................................................

120
121
122
127
129
136

4.5 .................................................................... 137

5 ................................. 141
5.1 .......................... 141
5.2 ................................................ 143
5.3 ................ 146
5.4 .................... 148
5.5 .........
5.5.1 .....................................................
5.5.2 .......................
5.5.3 .......................
5.5.4 ....
5.5.5 ...............
5.5.6 ............................

150
150
153
153
154
155
156

5.6 . ................ 157


5.7 ................................. 161

6 ............................. 167
6.1 .................................................................. 167

02 - Contents.p65

01.04.2002, 17:12

6.2 ................................................................... 171


6.3 .......................................
6.3.1 .............................
6.3.2
...................................................
6.3.3 ......................................................
6.3.4 ..............................................
6.3.5
...................................................

179
180
181
183
186
187

6.4 ............................. 188

7 Call! .................................................................. 191


7.1 Call ............................................................ 191
7.2 ................................................................. 194
7.3 Call ................................................. 197
7.4 Call ........................................
7.4.1 Definity ............................................................................
7.4.2 Call NEAX 2400/7400 .............................................
7.4.3 Call ..........................................................
7.4.4 Nortel Networks .................................................

199
199
205
207
211

7.5 Call .............................. 214


7.6 ............ 219

8 ! ........................................................... 225
8.1 .................................... 225
8.2  ....................... 232
8.3  ............................................ 233
8.4 ................. 239
8.5 ......................................................................... 244
8.6 ......................................................... 247
8.7  ...................................................
8.7.1 ................................................
8.7.2 IP ........................................................
8.7.3 ......................................................
8.7.4 ...................................................................
8.7.5 ..........................

02 - Contents.p65

01.04.2002, 17:12

247
247
252
252
253
253

8.7.6 ............................................. 254


8.7.7 PROXY .......................... 255
8.7.8 ........................................... 255
8.8  ........ 256

9 ................................ 263
9.1 ..................................................................
9.1.1 ................................
9.1.2 ........................
9.1.3  ........................................

263
264
265
265

9.2 CTSA ....................................................................... 267


9.3 SCAI ...................................... 271
9.4 TASC .................................................................... 274
9.5 I ECTF C.001 ...........................
9.5.1 ECTF .................................................
9.5.2 ...................................................
9.5.3 ......................................
9.5.4
...................................................
9.5.5 C.001 ..........
9.5.6
ECTF ....................................................

274
276
276
278

9.6  ..........................................................
9.6.1 ......................................
9.6.2  .................
9.6.3
 ......................................................
9.6.4 ............................................................

284
285
287

9.7 Parlay API ................................................................


9.7.1 .....................................................
9.7.2 ...........................................................
9.7.3 ...............................
9.7.4 Parlay API .....................................................

297
297
298
299
299

279
283
283

288
289

9.8 JAIN ................................................................... 301

10 .................................... 303
10.1 .............. 303
10.2 ....................................................... 304

02 - Contents.p65

01.04.2002, 17:12

10.3  ............................................... 309


10.4 ................................................. 311
10.5 API ............................................. 316
10.5.1 TAPI ............................................... 316
10.5.2 TSAPI ............................................. 323
10.6 ...........................
10.6.1 A .............................................................
10.6.2 ATE .............................................................
10.6.3 IP ...............................
10.6.4 ..........................................
10.6.5 ...............
10.6.6 H.323 ..........................................
10.6.7 IP ....................

326
326
328
329
330
331
332
332

10.7 ...................................... 333

11 ....................................... 337
11.1 .........................................................................
11.1.1 ISA .......................................................................
11.1.2 EISA .....................................................................
11.1.3 VESA ....................................................................
11.1.4 PCI .......................................................................

337
340
341
341
342

11.2 ................................................
11.2.1 CompactPCI .................................................................
11.2.2 ......
11.2.3 ..................................................................
11.2.4 ..................................

344
344
347
348
348

11.3 DSP ................................................................. 349


11.4 ..............................
11.4.1 .........
11.4.2 ......................................................
11.4.3
.........................................
11.4.4 ......................................................
11.4.5 .................................................

354
354
356
358
360
360

11.5 .......................... 361

.......................................................... 369

02 - Contents.p65

01.04.2002, 17:12

02 - Contents.p65

01.04.2002, 17:12


, ,
, , ,
, . 

, 
, 
: , , ,
( , ).
, I
Call 
.
, 
. 
, ,


.
,

, 
,
.
.
, , . 
( 09
, ), 
Call 
. 
, 
, , 
,
.. , 
, 
, , .

(Call), 
(), 
, .
,

03 - Preface.p65

01.04.2002, 17:12

10

, .., , , 
: Call, Call 
, Web.

, 80
, 
, , , 
,
CS1, CS2 .
, 
[3], 
, 
.

Call, 

, 
, , 
, 
DSP, , ,
Call:
: , .
, 
...
: ...
: ,
, .
, , 9, 10 11 
( , , 11), , 
Call
, . , 
, , 
. Call
6, 7 8, 
.

, , 
, , , 

.
.. 
, .. , .. , .. , ..
,

, ..
, 
, 1.
, ( ) 
, , 
nio1@loniis.ru.

03 - Preface.p65

10

01.04.2002, 17:12

. .
IBM

1.1 ?
, 
. 
.

, , 
,
, ,
..
, ,
 
,
, . ,
, 

( )
.

, , $
, .

04 - Chap 1.p65

11

01.04.2002, 17:12

12


Call, IP,
... 

, 
, , 
, GSM. , 
CTI ComputerTelephony Integration (
) CT Computer Telephony ( 
) GSM. 
, ,


. ,

 ,
8 
, 200
. , 8 
, 
.
, 1992
, , 

, , . 
,
:
(CT, Computer Telephony) $
$ $
, $
$
,
. , $
, $ , $
, , Call$,
, $,
, ,
, , , $
, , $
, $
.

Call, , ,
, , 
. ,

04 - Chap 1.p65

12

01.04.2002, 17:12

13

,
.
1960 ,
, 
IBM 360, IBM 2750, 

. 1970 

Rockwell Delta 1
Delphi Corporation, 
. 1980
VMX, 
Periphonics .
.
, 1990 
,
(), 
. 
CT
CT,
(LAN),
, .
Novell
Microsoft, , Novell 
, Microsoft .
, API 
. 1992 AT&T Novell 
(Telephony
Services Applications Programming Interface, TSAPI),
NetWare, , 

/
thirdparty call control. 

, , 
, .
Intel Microsoft 
(Telephony Application Program
ming Interface, TAPI), , 
Windows (first
party call control), ( ,
3.0) thirdparty call
control /. TAPI TSAPI
3, 9,
Call 

04 - Chap 1.p65

13

01.04.2002, 17:12

14

, 10, 
.
, 9 10 ,
1990 
. ,
, 
IP,
,
,
.
,
, TAPI,
TSAPI, 1998 
Java Telephony API (JTAPI).
JTAPI TAPI . 
JTAPI, 
JAIN, , , 
JTAPI.
JAIN, , 
PARLAY API, .
.
, 
2000 .
, Understanding Computer Telephony
.
, $
, (
), $
$
.
Miller Freeman Voice Data Group:
, $
,
.

Dialogic: $
,
.
, $
, ( ) $
,
.
, ,
,

04 - Chap 1.p65

14

01.04.2002, 17:12

15

$
, $
, $
, .
$
, $
(, ),
.
$
( , $
, ). $

(, $

, $
). $
$
,
.
, , $
: 1 $
, , $
.
5 , $
. , $
:
,
, . ,
1
, 2 .., $
.
, $

, $
.
, ,
.
,
.
, $
$
.
: ,
,
, $

04 - Chap 1.p65

15

01.04.2002, 17:12

16

.
, , $
.
, $
, ,
,
, .
, $
. $
, $

( $
). , $

:
, 1, , 2
..
. $
,
DTMF$. $
DTMF$
$
, . ,
, ,
, $
. ,
:
, $
(, ). $
,
. ,
$
, , ..
, . $
, ,
, $
.

. ,
. , $

, .
$

.

04 - Chap 1.p65

16

01.04.2002, 17:12

17

, ..
,
. , ,
: $
, $
. $
. ,


$
. $
: $
, . ,

,

.

, ,
,
.. , ,
$
, ,
.

, $
. $
, $
. ,
, $

: (1) $
; (2) , $
$
/; (3) (,
). $
$

( 0 9),
.. ,
, $
, ( )
.

.

2. ..

04 - Chap 1.p65

17

01.04.2002, 17:12

18


,
$
$
. ,
,
, , $
, $
. , $
,
. $
, $
. $
, $
$ . ,
$
: :
$

.
, $
, $
$
.
,
$
$
, .
, $
, , $
. $
, ,
. $
$
, ,
, $
.
,
[29], 
(CTI)
$
.
, ,
. Digital Equipment Com
pany: ,

04 - Chap 1.p65

18

01.04.2002, 17:12

19

, $
, , , $

.
Mitel  
CTI

$
.
CTI
: (first party CT)
(third party CT). ,

; 
.

, . third party CT
, 

, 
.. 
( ).
, .. $$
, ,
/ 
, , ..
, 
. 
, , , 
, ,
, , 
, , 
.
.
(ASR) 
, 
, 

.
ASR (
), . 
ASR
, .

04 - Chap 1.p65

19

01.04.2002, 17:12

20

SCSA 
(SCSA) 
.
SCSA ,
, , 
( 
). SCSA 
(, , , 
)
, .
(TAO) SCSA
, ,
. 
,  
.

,

E1 PRA ISDN.

. 
, , 
,
.
 
,
, ( 
), , 
, DTMF.
, 

,
.

(, , 
), ( ). 

().  

. ,  

(, ) (,
);

04 - Chap 1.p65

20

01.04.2002, 17:12

21

(Softswitches) 

, ,
, , 
. 

.
Softswitch 
, 
STP , 
EDSS1, , 7, 
Softswitch 
(Media Gateway Controller) , , 
(Signaling Controller).
DID 

.

Unified Messaging, 
. ,
, , 
(
,
).

, ( )
, , ,
,
( SCP 
).
,
, ,
. ,
,
,
,
 , , 

. 
 , 
,
, 
. , 
,

04 - Chap 1.p65

21

01.04.2002, 17:12

22


, 
. 

.
, 
, ,
,
. ,
, 

. ,
. , ,
( ); 
, 
, , IVR .
. 
. 
,
, .
, 
, ,

.

,
.
: 80% 
. 25% 

. 

: ,
1, , ,
, , DTMF,
1, ,
.

1.2 CTI ?
T
CTI. I CTI 


04 - Chap 1.p65

22

01.04.2002, 17:12

23

.

IVR, 
,
. , 
CTI 
, , ,

, . 
(CT) 

, , 
/, 
.
CTI CT . 
CTI , IBM,
. , 1985
DEC ( 
Intel/Dialogic) 

Computer Integrated Telephony, CIT ( 
), IBM ,
. 
CTI.
, , 
, .
, CTI,
,

Computer Telephony ( )
,
1993 .
, CTI, ,
Computer Telephone Integration , 
, , ,

. CTI
Computer
Telephony Integration. CTI
, , 
, . ,

Computer Telephony CTI,
.

04 - Chap 1.p65

23

01.04.2002, 17:12

24

Computer Telephony 1997


Why CTI is not
Computer Telephony, , CTI
. 
, .
, CTI 2000 Com
munications Solutions. 
, ,
, ,

. 
,

. 
, , ,
.
, 
:
, ,
, $
$
.
$
$
, 9.
, ,
, 
, ASCII , 
( ), 
, 
, ..

, , 
CTI ( ) CT (
) ICT (
). ,

CTII (Computer Telephony Internet Integration), 
. 
IP
Web . , , 
, 
8, .

, , ,

04 - Chap 1.p65

24

01.04.2002, 17:12

25


(Next Generation Networks NGN),
, HP
Intel. , Intel ,
Call, 
. 

Dialogic 

Datakinetics.
, , 
, , ,
, 

.
XML, 

, SIP [5], 
Web HTML, 
IP 

.

IT, .. 

, 
Call
, 6, 7 8.

1.3 CTI

, , ,
, 
: , .

.

( 800 ,
, 008 ,
), 

.
(IN), 

04 - Chap 1.p65

25

01.04.2002, 17:12

26


, ,
, 
.


, 
.


.
(ITU) , , 1985
1990 .

: 

( )
7.
,
, 
, 
,
. , 7, 
, . 
( 
), ,
, , ,
, .. 
, . 
800 , 
TCAP 
7.
, 800,
(c SSP)
, 800 
, , 
, ,
, 
( , 
..).
(SSP) ,
.

.1.1. (SSP Service Switching

04 - Chap 1.p65

26

01.04.2002, 17:12

04 - Chap 1.p65

27

01.04.2002, 17:12

TCP/IP

IP

IP

SSCP

SSP

IP

7
MSC/SSP

. 1.1

SCP
HLR

SCE/SMS

28

Points) , ,
,
(SCP Service Control Point).
,
, (Service
Creation Enviroment SCE), 
. SCE 
( , ), 

( ,
, serviceindependent building blocks, SIB), 
, .

IN IP (Intellectual Periphery): 

(IP Internet Protocol).
, 
.1.1, IP , . 
, , ,
IN [27]
SRP (Special Resource Point). , 
(
,
, ),
, DTMF ..
1992 , 

, ,
800, :
, , 

, , ,
.
, 
, :


,
INAP TCAP,
IN 
,
,

04 - Chap 1.p65

28

01.04.2002, 17:12

29

CS1 (Follow
me, ),


.
,

ROSE,
. IN 
, 
, ,
,
,
. 
,
, ,


IN .

, , 
PC,
IN. 
, ,
, 
. ,
, 
,
.
, , 
( 
), IN, 
. 
, 
, , 
, , 
, , SCP
.
. 
.1.1 
INAP TCAP 7
MAP (Mobile Applications Part), IS41 CAMEL (Customized Applications
for Mobile Network Enhanced Logic), 
.

04 - Chap 1.p65

29

01.04.2002, 17:12

30

, 
, 
[3]. 
, 
, , (endto
end) (QoS), 
INAP, SN (Service Node) .
,

,
[3], , 
IN IP, IN , 
, IN CORBA . ,
, 
, , 
( , ) 
IP.
,
IN ( 
) IP (SN),

IP 

,

IN . ,

.
,
,
3 ,

SN (Service Nodes),
. , 

, 
. , , 
CS1 IN 
, 
CTI.
SN 
 . , 

04 - Chap 1.p65

30

01.04.2002, 17:12

31


( .., ) . 
, , 
, , 
. , ,
, 
.
, 
SN ( .), 
IP, 
..
,
, 
.

, TCP/IP
, , 
(CORBA, JAVA), , ,
H.323 SIP.
SN .1.2.

(H.323)

:
TCP/IP,
JAVA,
CORBA,
H.323, SIP

7 (ISUP),
PRI, 2
(

)

7 (INAP)
IP
( )

c 
SSP

. 1.2 SN
IN, CTI IP

04 - Chap 1.p65

31

01.04.2002, 17:12

32

1.4


IP!
IN,
IP 
,
( ),
, IN.
, ,
WWW
Wild Wild West
,
3 , , 
, . , 
IP , , 
, , (PC, WAP),
(, FTP, mail, ), (RADIUS,
LDAP, DNS) (HTTP, FTP, Java, SIP, POP3) 
, 
.
, 
, , , 
7 Web IP,
IP
SCP / 
,
. , 
7. ,
Web 
, , 
7.
7, 
, , .

, , 
7 . 
, , , 
, 
.
, .. ,
. IP 
.


(QoS). , IP, ,

04 - Chap 1.p65

32

01.04.2002, 17:12

33

, , 
, 
, ,
,
, , 
.

Internet
Call Waiting (ICW), (
, ) 
. ICW , 
.
,
,
..
Click$to$Dial
(CTD), 

.
, 
, Web
. 8.
IP Inter$
net Customer Profile Management (ICPM), 

, , 
Web. 

DTMF . , 
, , .

IP.
, , 
 (ISP).

,
, 
ISP Point of Presence
(IPOP), (Freephone), 
(Prepaid calling) ..
,
, 
,
IP
.

3. ..

04 - Chap 1.p65

33

01.04.2002, 17:12

34


,

DTMF, IP, 
TCP/IP
HTML Java 
Web. , , 
, 

IP 
, 
, , 

.

1.5 Call!
, 
/ ,
,
. 
, ,
, , ,
, 
.
, .
, 
: ( 
), 
, ( ) 
, , 
audiotext .
,
, , 
. 
, , Unified Messaging.

, Call$
. , (
) 
, 

. , 
,
. 
( 6, 7, 8, ).

04 - Chap 1.p65

34

01.04.2002, 17:12

35

Call 
(help desk)

, 
, , ,
(), 
, 
, , 
, 
, ..
Web
,
, 
, 
,
,
. , 
, , . 
,
, , 
. ,
, , 
 . , Web
Web
,
, , 
, .
, , .

, 
, .., , , 
, 
,
. , ,
,
, 
.
,
. 
Web, , 
XML. , 
. , 

, , , 
, , ..

04 - Chap 1.p65

35

01.04.2002, 17:12

36


,
, 

, 11.

4
. , 

.
.
, 
,
, .
, 
, . WAP, SMS, GPRS, 
2 3 .
,
, $
. 
,
.

, , , 
, (SMS), 

.
Unified Messag
ing, 
, .
Unified Messaging 4.

.
,
, , 
, 
, 

CTI, . 

, 
.

04 - Chap 1.p65

36

01.04.2002, 17:12