Design And Implementation Of Media Server Based On Webrtc

WebRTC(Web Real-Time Communication)is a real-time audio and video communication technology realized by web browser,has brought great impact to the current real-time communication.It does not need any plug-ins and it is very convenient for cross platform implementation,which attracts the attention of various fields,including call center.The call center greatly improves the quality and efficiency of enterprise services through the integration of communication network and computer network,with the development of real-time communication technology,enterprise users are not only satisfied with traditional voice services,but also want to get more intuitive and visual enterprise services.Therefore,it has become an urgent problem to integrate audio and video real-time communication technology into traditional call center and provide visual online customer service through real-time video,screen sharing and file transmission.This paper starts from the current demand of video call center,adds the media server based on WebRTC technology on the basis of the original call center system architecture,solves the problem of WebRTC technology integrating into the call center by improving the signaling gateway and ACD,and proposes a set of highly available video call center system architecture.The core module of video call center in this paper is composed of signaling gateway,ACD and media server.The media server can be divided into two levels:signaling and media.At the signaling level,the session connection needs to be established through signaling protocol.Because WebRTC technology provides JSEP protocol for session control,and the call center uses SIP protocol for session control,the signaling gateway is responsible for the communication between WebRTC browser client and ACD.ACD is responsible for processing the session requests of customers and agents,forwarding them to the media server,and controlling the media server for meeting creation,personnel joining and meeting closing.On the one hand,the media server negotiates the media with the browser client at the signaling level,on the other hand,it realizes the receiving,format conversion,mixing and forwarding of the media stream at the media level.This paper realizes the integration of call center and webrtc technology through requirement analysis,outline design,detailed design and implementation as well as testing,verifies the feasibility and practicability of video call center.