Design And Implementation Of Telephone Banking System Based On VoIP

With the demands of telephone banking system 95580 of Postal Savings Bank of China and Fuzhou Post 11185 call center system,a telephone banking system based on VoIP call center has been designed and developed. Firstly, the development of telephone banking, VoIP and the application of VoIP to telephone banking are introduced, and then the H.323 protocol and codes of open-source projects PWlib and OpenH323 are analyzed in-depth. Then a telephone banking system with a call center at the core is designed. Secondly, the design objectives and software architecture of IVR and the finite state machine model of the IVR are described, and the implementation method of the model is given. By applying Microsoft's speech recognition and speech synthesis technology to IVR, an IVR system is implemented. On the basis of open source project GNU Gatekeeper, four automatic call distribution algorithms, VIP queuing strategy, and blacklist strategy are implemented, and they are embedded GNU Gatekeeper, thus the call manager with all functions is implemented. Then the basic functions and design objectives of human agent are introduced. For C/S mode human agent, the finite state machine model is described, and the implementation method based on the state design pattern is introduced. The hierarchical structure of the B/S mode human agent is described, and an ActiveX control, which implements the functions of soft phone, is designed and implemented. Finally, the system has been tested, and the result is analyzed and summarized.