1

Cng vi s pht trin v cng ngh thng tin, cng ngh IP cung cp cho

ngi s dng cc dch v v tin ch ngy cng a dng. Vi giao thc IP, mng

Internet l s pht trin vt bc kt ni cc mng my tnh trn phm vi ton cu.

Thng qua mng Internet, ngi s dng c th s dng rt nhiu dch v v ng

dng nh Web, Mail, text chat, voice chat, video

VoIP l mt trong cc ng dng truyn thoi da trn nn IP. VoIP ra i v

c pht trin mnh m do cc tnh nng, tin ch m n em li v gim chi ph u

t ban u, kh khn v cng nhc trong vic m rng v nng cp h thng ... so vi

thoi chuyn mch knh.

Asterisk l mt sn phm phn mm m ngun m cung cp min ph cho

ngi s dng xy dng cc ng dng VoIP hu hiu, tit kim ti a chi ch chi

cho dch v giao dch, trao i thng tin, hai trong s cc mi quan tm hng u m

bt c mt ngi s dng no cng u mong mun t c.

H thng IP Call Center bao gm server l 1 my tnh s dng h iu hnh

Linux vi gi m ngun m Asterisk; v cc my in thoi vin c ci t softphone.

Kin thc nn tng xy dng h thng tng i s dng m ngun m l VoIP v

Asterisk.Vic cu hnh IP Call Center da vo giao din Free PBX.

Trong bi lun vn ny em xin gii thiu m hnh IP PBX tng i ni b, c

th ng dng lm IP Call Center. Khi trin khai h thng ny vi quy m ln, h

thng c th m nhim vai tr chm sc khch hng cho cc thng hiu ln ca cc

cng ty trn th gii.

2

CHNG 1. GII THIU

1.1. L DO CHN TI

1.1.1. Thc trng th gii

Thit lp Call Center chuyn nghip l hng m rt ln cho th trng

lao ng, th trng dch v vin thng, to nn kinh nghim v tc phong lm vic

chuyn nghip trong mi trng nng ng, gn vi cng ngh cao v ngoi ng.

Mi trng v tc phong lm vic ca Call Center nc ngoi

nhiu nc trn th gii, Call Center pht trin mt tm cao, m nhim

nhiu chc nng hn cc Call Center c ti Vit Nam nh dch v vn phng o,

mi gii sn phm i tc V hot ng trn mi trng vin thng nn l nn

tng k thut mu cht Call Center c th m rng vng ph sng a quc gia.

Nhng nc Chu gn Vit Nam l n , Philippines nhanh chn

hnh thnh cc h thng Call Center xuyn quc gia v h to nn nhng khon

doanh thu ng k khi l agency cho cc thng hiu ton cu nh Coca Cola, Nokia,

Tiger beer

3

1.1.2. Thc trng trong nc

Nhn thy tim nng v s pht trin ca dch v Call Center, Vit Nam cn

sm tnh n vic c nhng Call Center sc cnh tranh vi Call Center ca cc

nc bn trong vic thu ht hp ng m nhim vic chm sc khch hng trn ton

cu ca cc cng ty v tp on ln trn th gii.

Vit Nam c nhiu tim nng trong vic pht trin loi hnh dch v ny l

iu c nhiu nh quan st nhn nh. Thun li c nu ra l gi thu nhn

vin Call Center r hn so vi nhiu nc trn th gii, trnh ngoi ng ca ngi

Vit kh cao, gi cc vin thng ang c xu hng gim

Mi trng v tc phong lm vic ca ngi Vit Nam

Thm na, khi cc doanh nghip mun tit kim chi ph trong vic xy dng

phng ban, i ng chm sc v tip cn khch hng, nng cao nng lc cnh tranh,

ng thi mun tm n h thng chm sc, ng thi mun tm n h thng chm

sc khch hng mt cch chuyn nghip th nhu cu thu cc Call Center pro thc

hin thay cc khu ny s ngy cng cao hn.

c bit, ti Vit Nam mt s cng ty chuyn v hot ng Call Center ang

hnh thnh n u nhu cu th trng nh cng ty FOCUS (c tr s c TP.H

Ch Minh v H Ni), cng ty Minh Phc Telecom (H Ni), cng ty Dch v Vin

Thng Si Gn u ang y mnh u t cho hot ng ny.

4

Tuy nhin, h ang phi i mt vi s cnh tranh phi ni l s khng d chu

cht no trc thi im Vit Nam gia nhp WTO khi mt s cng ty quc t bc

l nh nhy vo th trng Call Center trong nc.

Thi im ton cu ha s em Call Center vo Vit Nam, mang theo vn ha

chm sc khch hng c quy chun. Nu cc i gia nc ngoi c nhiu kinh

nghim v Call Center bc chn vo Vit Nam th h s tin vo theo l trnh gim

cc v nng cao cht lng vin thng khng ch trong nc m cn quc t ca

Vit Nam.

Khi thit lp nhng Call Center ti Vit Nam, cc cng ty nc ngoi cng s

o to k nng tng qut v trnh ngoi ng cho nhn vin ngi Vit h tr

thnh nhng nhn vin chm sc khch hng tm quc t Cng vi , tt nhin,

h s cnh tranh vi cc Call Center n hay Philippines trn quy m ton cu,

cn cc dn v Call Center trong nc th s cnh tranh vi nhau v t nhiu cnh

tranh vi h

1.1.3. Thc trng a phng cn p dng ti

Nh bit, gn y, trng i Hc Lc Hng Tp.Bin Ha tnh ng

Nai ngy cng tr nn c quy m v ngy mt pht trin. Cho n nay trng xy

dng c 5 c s hc, v c 24 ngnh hc khc nhau.

Trng i hc Lc Hng l mt c s gio dc a ngnh, a cp hc, gn o

to vi Nghin cu khoa hc, chuyn giao cng ngh trong cc lnh vc k thut cng

ngh, kinh t v x hi nhn vn. Nh trng m bo cung cp v chm lo nhng

iu kin hc tp c cht lng cho mi ngi c nhu cu o to v o to li; mt

khc m bo cung cp ngun nhn lc c trnh chuyn mn v hiu bit chnh tr

cho th trng lao ng ca tnh ng Nai ni ring v c nc ni chung.

Vi nhng u im, uy tn vn c, nhng thnh tch t c v quy m ngy

cng ln, trng i Hc Lc Hng dn tr nn ni ting trong nc v ngoi

nc. Do , vo nhng k tuyn sinh, khng t th sinh ng k d tuyn vo

5

trng. V cng v l do , tnh trng nghn cuc gi do khng p ng c nhng

nhu cu trong cng thi im nh hng n vic cung cp thng tin cho cc th

sinh. khc phc tnh hnh ny, vic p dng m hnh Call Center vo trng l mt

nhu cu kh cn thit.

T nhng thc trng trn, vi mc ch gip trng i Hc Lc Hng c th gii quyt c tnh trng nghn cuc gi trong cc k thi tuyn sinh v hy vng

hng vic s dng h thng tng i IP Call Center c bit n v pht trin hn

trong th trng dch v vin thng Vit Nam, trong bi lun vn ny, em xin gii

thiu mt m hnh tng i ni b (PBX) da trn cng ngh IP s dng m ngun

m Asterisk, c th ng dng lm IP Call Center.

1.2. NI DUNG LUN VN

M hnh lun vn IP PBX m phng chc nng c bn ca mt tng i ni

b, khi c khch hng gi n, h thng s nhn tn hiu v pht li cho, ng thi

cung cp thng tin mi quay s theo ng nhu cu thng tin ca khch hng, khi in

thoi vin bn, khch hng s c nghe on nhc ch.

M hnh tng i IP PBX

M hnh lun vn bao gm my ch l desktop, s dng h iu hnh Linux

phin bn Fedora 12.0 v gi phn mm m ngun m Asterisk. Cc my tnh in

thoi vin c ci t phn mm softphone X Lite hoc Zoiper.

Ngoi ra h thng cn kt ni vi mng LAN v mng PSTN thng qua card

giao tip X100P.

6

C s l thuyt:

L thuyt VoIP: khi nim, cc kiu kt ni, thnh phn v cc giao thc chun v cn thit ca VoIP; [1],[5]

IP Call Center: mc ch, nhng ng dng v li ch ca h thng; [5] IP PBX v nhng tnh nng h thng; [5] H iu hnh Linux: khi nim v lch s pht trin, c im v thnh phn

ca Linux, nhng cu lnh quan trng trong vic ci t v cu hnh h thng (phin

bn Fedora 12.0); [2]

M ngun m Asterisk: Khi nim v s ra i ca Asterisk; u - khuyt im ca vic s dng asterisk trong h thng tng i; cu trc asterisk. Kin thc cu

hnh asterisk v Free PBX; [3],[4]

Phn mm softphone X-lite v Zoiper: Cch ci t v cu hnh phn mm. [5] Ci t v cu hnh h thng

Ci t h iu hnh Linux phin bn Fedora 12.0. Ci t gi m ngun m Asterisk 1.4, gi lin quan v giao din Free PBX. Ci t phn mm softphone Zoiper hoc X Lite. Cu hnh h thng thng qua giao din Free PBX.

1.3. NHNG HN CH TRONG QU TRNH THC HIN

Do hn ch thi gian v s hiu bit v lnh vc cng ngh thng tin, m hnh IP PBX ch tm dng li nhng chc nng c bn ca 1 tng i, vn cha th hin

r c tnh nng qun l hiu qu ca h thng.

Tnh nng ch yu ca IP Call Center l qun l qu trnh phn phi cuc gi t ng, qun l cc Agent (in thoi vin) cha c cp.

7

CHNG 2. TM HIU L THUYT

2.1. L THUYT VOIP

2.1.1. Khi nim VoIP

VoIP c dch l dch v in thoi s dng cng ngh chuyn mch gi da

trn giao thc Internet.

Cc tng i c kt ni vi nhau bng cc ng ring vi tc truyn d

liu c xc nh trc, cc gi tin n ch theo mt con ng. Vic truyn gi tin

tun t c nh hng ca VoIP s loi b c hin tng nghn mch, v vy gip

cho cht lng m thoi s c m bo.

2.1.2. Cc kiu kt ni s dng VoIP

Computer to Computer: Vi 1 knh truyn Internet c sn, L 1 dch v min ph c s dng rng ri khp ni trn th gii. Ch cn ngi gi v ngi nhn s

dng chung 1 VoIP service, 2 headphone + microphone, sound card . Cuc hi thoi

l khng gii hn.

Computer to Phone: L 1 dch v c ph. Bn phi tr tin c 1 account + software. Vi dch v ny 1 my PC c kt ni ti 1 my in thoi thng thng

bt c u ( tu thuc phm vi cho php trong danh sch cc quc gia m nh cung

cp cho php). Ngi gi s b tnh ph trn lu lng cuc gi v khu tr vo ti

khon hin c.

Phone to Phone:L 1 dch v c ph. Bn khng cn 1 kt ni Internet m ch cn 1 VoIP adapter kt ni vi my in thoi. Lc ny my in thoi tr thnh 1 IP

phone.

2.1.3. Cc thnh phn trong mng VoIP

Gateway: l thnh phn chuyn i tn hiu analog sang tn hiu s v ngc li.

8

VoIP server : l cc my ch trung tm c chc nng nh tuyn v bo mt cho cc cuc gi VoIP. Trong mng H.323 chng c gi l gatekeeper. Trong

mng SIP cc server c gi l SIP server.

Thit b u cui: Softphone v my tnh c nhn bao gm 1 headphone, 1 phn mm v 1 kt ni vi mng LAN.

in thoi truyn thng vi IP adapter: s dng dch v VoIP th my in thoi thng dng phi gn vi 1 IP adapter c th kt ni vi VoIP server. Adapter

l 1 thit b c t nht 1 cng RJ11 ( gn vi in thoi), RJ45 ( gn vi ng

truyn Internet hay PSTN) v 1 cng cm ngun.

2.1.4. Phng thc hot ng ca VoIP

VoIP chuyn i tn hiu ging ni thng qua mi trng mng (IP based

network). Do vy, trc ht ging ni (voice) s phi c chuyn i thnh cc dy

bit k thut s v c ng gi thnh cc packet sau c truyn ti qua mng

IP network v cui cng s c chuyn li thnh tn hiu m thanh n ngi nghe.

Tin trnh hot ng ca VoIP thng qua 2 bc:

- Call Setup: trong qu trnh ny , ngi gi s phi xc nh v tr ( thng qua

a ch ca ngi nhn) v yu cu 1 kt ni lin lc vi ngi nhn. Khi a ch

ngi nhn c xc nh l tn ti trn cc proxy server th cc proxy server gia 2

ngi s thit lp 1 cuc kt ni cho qu trnh trao i d liu voice.

- Voice data processing: Tn hiu ging ni (analog) s c chuyn i sang

tn hiu s (digital) ri c nn li nhm tit kim ng truyn sau s c m

ha. Cc voice samples sau s c chn vo cc gi d liu c vn chuyn

trn mng. Giao thc dng cho cc gi voice ny l RTP. 1 gi tin RTP c cc field

u cha d liu cn thit cho vic bin dch li cc gi tin sang tn hiu voice thit

b ngi nghe. Cc gi tin voice c truyn i bi giao thc UDP . thit b cui,

tin trnh c thc hin ngc li.

9

2.1.5. Cc giao thc chun v cn thit ca VoIP

Giao thc H323: L giao thc c pht trin bi ITU-T. H.323 phin bn 1 ra i vo khong nm 1996 v 1998 phin bn th h 2 ra i. H.323 ban u c

s dng cho mc ch truyn cc cuc hi thoi a phng tin trn cc mng LAN,

nhng sau H.323 tin ti tr thnh 1 giao thc truyn ti VoIP trn th gii.

Giao thc ny chuyn i cc cuc hi thoi voice, video, hay cc tp tin v cc ng

dng a phng tin cn tng tc vi PSTN. L giao thc chun, bao trm cc giao

thc trc nh H.225, H.245, H.235,

Cc thnh phn hot ng trong giao thc H.323:

- Terminal: l 1 PC hay 1 IP phone ang s dng giao thc H.323.

Gateway: L cu ni gia mng H.323 vi cc mng khc nh SIP, PSTN,

- Gateway ng vai tr chuyn i cc giao thc trong vic thit lp v chm

dt cc cuc gi, chuyn i cc media format gia cc mng khc nhau.

- GateKeeper: ng vai tr l nhng im trung tm trong m hnh mng

H.323. Cc dch v nn s quyt nh vic cung cp a ch, phn pht bng thng,

cung cp ti khon, thm nh quyn cho cc terminal v gateway

- Mutipoint control unit (MCU): h tr vic hi thoi a im cho cc my

terminal (3 my tr ln) trong mng H.323.

Phng thc hot ng ca H.323 network:

Khi 1 phin kt ni c thc hin, vic dch a ch s c gateway m

nhn. Khi a ch IP ca my ch c xc nhn, 1 kt ni TCP s c thit lp t

a ch ngun ti ngi nhn thng qua giao thc Q.931 (l 1 phn ca b giao thc

H.323). bc ny, c 2 ni u tin hnh vic trao i cc tham s m ho v cc

thnh phn tham s lin quan khc. Cc cng kt ni v phn pht a ch cng c

cu hnh. 4 knh RTCP v RTP c kt ni, mi knh c 1 hng duy nht. RTP l

knh truyn d liu m thanh t 1 thc th sang 1 thc th khc. Khi cc knh

10

c kt ni th d liu m thanh s c pht thng qua cc knh truyn ny thng

qua cc RTCP instructions.

B giao thc SIP: c pht trin bi IETF. y l 1 giao thc kiu din k t, n gin hn giao thc H.323. N ging vi HTTP, hay SMTP. Gi tin bao gm

cc header v phn thn. SIP l 1 giao thc ng dng v chy trn cc giao thc UDP,

TCP v STCP.

Cc thnh phn trong SIP network :

Cu trc mng ca SIP cng khc so vi giao thc H.232. 1 mng SIP bao gm

cc End Points, Proxy, Redirect Server, Location Server v Registrar. Ngi s dng

phi ng k vi Registrar v a ch ca h. Nhng thng tin ny s c lu tr vo

1 External Location Server. Cc gi tin SIP s c gi thng qua cc Proxy Server

hay cc Redirect Server. Proxy Server da vo tiu trn gi tin lin lc vi

server cn lin lc ri gi cc pacckets cho my ngi nhn. Cc redirect server ng

thi gi thng tin li cho ngi gi ban u.

Phng thc hot ng ca SIP network:

SIP l m hnh mng s dng kiu kt ni 3 hng trn nn TCP. M hnh SIP

gm 1 Proxy v 2 end points. SDP c s dng mang gi tin v thng tin c

nhn.

Khi ngi gi gi 1 INVITE cho proxy server vi 1 thng tin SDP. Proxy

Server s a yu cu ny n my ca ngi nghe. Nu ngi nghe ng , tn hiu

OK s c gi thng qua nh dng SDP n ngi gi v phn ng li bng 1

ACK _ tin bo nhn. Sau khi ACK c nhn, cuc gi s bt u vi giao thc

RTP/RTCP. Khi cuc in m kt thc, ngi gi s gi tn hiu Bye v ngi

11

nghe s phn hi bng tn hiu OK. Khc vi H.232, SIP khng c c ch bo mt

ring. SIP s dng c ch thm nh quyn ca HTTP, TLS, IPSec v S/MIME cho

vic bo mt d liu.

2.2. IP CALL CENTER

Call Center l tng i, l trung tm x l cuc gi ch khi nim chm sc vi

mt s lng ln khch hng c th cng thi im qua in thoi. H thng ny

c xy dng nhm p ng, gii quyt hoc t vn nhng vn khut mt ca

khch hng v nhng thng tin v vn ha, x hi, kin thc thc ti trong nc v

ngoi nc, ni b cng ty hoc t chc, ty theo kt cu v quy m ca h thng.

Call Center hot ng trong mt khng gian lm vic m rng. C th hot

ng c lp hoc kt ni vi cc trung tm khc. H thng mi trm bao gm my

ch v cc my tnh vi cc in thoi vin c kt ni vi nhau qua mng.

H thng Call Center c tm quan trng rt ln i vi s tn ti v pht trin

ca mt t chc. H thng ny ngy cng c hon thin v tr nn ph bin trong

phm vi ton cu.

2.2.1. Mc ch ca IP Call Center

S dng IP Call Center xy dng mi quan h lu bn vi khch hng v

ang s dng dch v ca doanh nghip:

Chm sc, gii p cc thc mc, v cc yu cu t pha khch hng. Cp nht thng tin chnh xc v sn phm, dch v ca doanh nghip. Qung b hnh nh ca doanh nghip vi khch hng v i tc. Qun l cuc gi, tnh cc ph cuc gi. D dng lin lc gia cc chi nhnh, cc trung tm nm cch xa nhau vi chi

ph thp nht.

2.2.2. Li ch ca IP Call Center

12

Tng hiu qu lm vic ca in thoi vin - Thng tin v khch hng, lch s cc cuc gi ca khch hng,.. hin trn mn

hnh my tnh gip in thoi vin nm bt thng tin v tr li cuc gi nhanh chng.

- Khch hng nghe tr li t ng trc khi c chuyn n in thoi vin.

- in thoi vin khng cn phi hi hoc lp li thng tin ca ngi khch hng

khi cuc gi c chuyn gia cc in thoi vin hoc chuyn t IVR n in thoi

vin.

- Cc cuc gi ra c th c thc hin t ng bi mt chng trnh ng dng

vi mt danh sch s c sn, T vin khng cn phi nhp vo cc s in thoi.

- Cc cuc gi vo b nh, cng nh cc cuc gi khng c tr li hoc gp tin

hiu bn, s c t ng xp lch a vo danh sch gi li.

Tng doanh thu - p ng c nhiu khch hng hn, v vy c kh nng bn c nhiu hng

hn trong mt khong thi gian nht nh.

- Gim s cuc gi nh nn khng b mt cc c hi c th bn c hng.

- Kh nng gi vt v t ng gi li cc cuc gi nh khng ch em li s tn

nhim cho khch hng ca cng ty m cn gip cng ty c thm c hi bn hng.

2.2.3. ng dng ca IP Call Center

Dch v khch hng. Truy vn ti khon. Bn hng v cc dch v v sn phm. Thm d, iu tra v nghin cu th trng. Cc h thng t ch trc.

13

Cc h thng phn phi. Doanh nghip c nhiu vn phng.

2.3. IP PBX V NHNG TNH NNG H THNG

2.3.1. Nhn v phn phi cc cuc gi n

Nhn cuc gi n t mng. T ng phn phi n nhm in thoi vin. Hin th thng tin ca khch hng. Xp hng cc cuc gi n khi nhm bn. Pht nhc ch, cc thng bo, hng dn (IVR). Chuyn tip cuc gi trong nhm, nhm khc, ra mng ngoi (cho t vn). Chuyn cuc gi sang hp th tr li t ng (Voice mail). Hin th thng tin lch s cuc gi.

2.3.2. Qun l, gim st (Monitoring)

Qun l in thoi vin: mi in thoi vin c cp 1 m s (ID & PIN v c th ngi lm vic ti bt k my tnh no trong h thng.

Phn nhm in thoi vin theo chc nng (nhm t vn, nhm bo hnh,..): thm/bt nhm, thm bt T vin trong nhm. Mi nhm c 1 hng i v danh sch

cc T vin.

Phn phi cuc gi: theo quy tc quay vng, theo thi gian tr li, theo s cuc gi, theo mc u tin, theo chc v, kt hp.

Xp hng cuc gi vo hng i: tun t hoc u tin. Thng k lu lng gi, t l rt cuc, tnh trng hng i, tnh trng tr li. Nghe xen: nghe xen cuc gi ang din ra.

14

Ghi m cuc gi. Thay i ni dung file m thanh cho tng hng i. Gim st trng thi h thng thi gian thc. Thng k nng sut lm vic ca T vin.

2.3.3. Ghi cc (CDR)

Ghi di dng file, bao gm cc thng tin:

Thi im kt ni vi h thng. Thi im kt ni vi TV hoc hp th IVR. Thi im kt thc cuc gi. S ch gi. S b gi. Loi cuc gi (gi vo, gi ra, m thoi tay 3). Trng thi cuc gi (thnh cng, tht bi, gi nh,..). Thi gian nm trong hng i.

2.4. LINUX V NHNG VN CN QUAN TM

2.4.1. Khi nim Lch s pht trin

Linux l h iu hnh, v mt nguyn tc h iu hnh cng l mt software;

nhng y l mt software c bit c dng qun l, iu phi cc ti nguyn

ca h thng (bao gm c hardware v cc software khc). Linux cn c gi l

Open Soure Unix, Unix-like Kernel, clone of the Unix openrating system.

Hin nay, Linux l mt h iu hnh vi m ngun m v min ph di bn

quyn ca t chc GNU.

15

Linux c nguyn l hot ng tng t h iu hnh Unix. Mc d Linux

khng phi l Unix nhng ngi ta vn xem Linux nh l phin bn Unix trn PC.

Hin ti c nhiu hng, nhiu t chc, nhiu nhm khc nhau cng pht trin Linux.

Tt c cc phin bn Linux u c chung phn nhn v hu ht cc tnh nng c

trng, tuy nhin cc cng c v tin ch c i cht d bit.

Linux Torvalds a ra nhn (phin bn u tin) h iu hnh Linux vo

8/1991 trn c s ci tin 1 phin bn Unix c tn Minix do gio s Andrew

S.Tanenbaum xy dng v ph bin.

Linux Torvald Tc gi h iu hnh Linux

- 14/3/1991, h iu hnh Linux phin bn 1.0 c ph bin.

- 3/1995, nhn 1.2 c ph bin. Nhn 1.2 l nhn kt thc dng nhn Linux ch h

tr PC.

- 6/1996, nhn Linux 2.0 c ph bin.

- Nm 2000, nhn Linux 2.4 c ph bin.

- Cui nm 2001, phin bn mi nht ca Linux kernel l 2.4.2-2, c kh nng iu

khin cc my a b vi x l v rt nhiu cc tnh nng khc.

16

2.4.2. Cc phin bn ca Linux

RedHat Linux (Fedora Core): L phin bn ph bin. Cung cp kh nhiu cng c v

tin ch h tr user (ngi s dng) t cc thao tc ci t

n cu hnh h thng.

Mandrake Linux: Mt dng khc thot thai t

RedHat Linux, tng thch hon ton vi

RedHat. Thng c nhiu phn mm

mi ang giai on th nghim.

Slackware Linux: y l mt trong nhng phin bn lu i. H tr cc

dch v mng rt mnh, tuy nhin vic ci t v cu hnh i

hi ngi s dng phi c kin thc tt v h iu hnh ny. ................................

S.u.S.E. Linux:

Do hng S.u.S.E (c) pht hnh, kh ph

bin ti Chu u, nhng khng c ph bin ti

cc nc khc. C cc cng c ring h tr ci

t v cu hnh tng i d s dng.

17

Free BSD Linux: c pht trin bi i Hc Berkeley, y khng phi l phin bn thng

mi, do vy t c ph bin. C rt nhiu tin ch dnh cho vic pht trin h thng

v lp trnh. H tr y cc shell trn Unix.

Corel Linux: Pht trin bi hng Corel, d ci t, c giao din ha, kh ging Windows

NT k c cng c v tin ch. Tuy nhin cc cng c cu hnh cha hot ng tt.

Open Linux: Do hng Caldera pht trin, d ci t cng nh s dng. Giao din KDE.

Thch hp cho ngi s dng ti gia nh.

V cn nhiu phin bn khc nh Turbo Linux, Linux PPC, Debian Linux,

Infomagic Linux, Softlanding Linux System Release (SLS),v.v

2.4.3. c im chnh ca Linux

- Tng thch vi nhiu h iu hnh nh DOS, Microsoft

Windows,

- Cho php ci t cc h iu hnh khc trn cng 1 cng.

- Linux l 1 h iu hnh Unix tiu biu vi cc c trng a ngi

dng, a chng trnh v x l.

- Linux c giao din ha tha hng t h thng X-Windows. Linux h tr nhiu

giao thc mng, bt ngun v pht trin t dng BSD. Ngoi ra, Linux cn h tr tnh

ton thi gian thc.

- Linux chy kh mnh v nhanh ngay c khi c nhiu chng trnh.

- Linux c ci t trn nhiu chng loi my tnh khc nhau.

- Linux ngy cng c h tr bi cc phn mm ng dng b xung nh son tho

qun l mng, qun l c s d liu

18

- L h iu hnh pht trin qua cng ng ngun m nn Linux pht trin nhanh.

- Linux l h iu hnh h tr a ngn ng 1 cch ton din nht.

- Tuy nhin, Linux vn cn 1 s nhc im nh cch ci t tng i kh khn,

kh nng tng thch vi 1 s thit b phn cng cn thp, cc phn mm ng dng

vn cn 1 khong cch xa so vi cc h iu hnh khc c bit l Microsoft

Windows.

2.4.4. Cc thnh phn ca Linux

- Nhn h iu hnh chu trch nhim duy tr cc i tng tru

tng quan trng ca h iu hnh, bao gm b nh o v qu

trnh. Cc module chng trnh trong nhn c c quyn trong

h thng, bao gm c quyn thng trc b nh trong.

- Th vin h thng xc nh 1 tp chun cc hm ng dng

tng tc vi nhiu nhn, v thi hnh nhiu chc nng ca h thng nhng khng cn

c c quyn ca module thuc nhn.

- Tin ch h thng l cc chng trnh thi hnh cc nhim v

qun l ring r, chuyn bit. 1 s tin ch h thng c gi ra

ch 1 ln khi ng v cu hnh h thng 1 s tin ch chy

ngm iu khin cc bi ton nh hng ng cc kt ni

mng mi n, tip nhn yu cu login hoc cp nht cc file

log.

- Shell l b dch lnh v hot ng nh 1 kt ni trung gian

gia nhn v ngi dng, Shell nhn dng lnh do ngi dng a vo v nhn thc

hin dng lnh .

2.5. ASTERISK V NHNG VN CN QUAN TM

2.5.1. Khi nim S ra i ca Asterisk

19

Asterisk l phn mm thc hin chc nng tng i in thoi ni b, cho php

cc my in thoi ni b thc hin cuc gi vi nhau v kt ni vi cc h thng

in thoi khc bao gm c mng in thoi PSTN v mng VoIP.

Asterisk l phn mm m ngun m c vit bng ngn ng C chy trn h

iu hnh Linux ra i vo nm 1999 do Mark Spencer pht trin. N thc hin kt

ni truyn thng bng phn mm thay v phn cng. iu ny cho php cc tnh nng

mii c thm vo mt cch nhanh chng.

Phn mm Asterisk c thit k dng module. Cc thnh phn chc nng

c thit k thnh tng module ring bit v tch ri vi phn chuyn mch li. Mt

trong nhng im mnh ni bt ca Asterisk l qun l cc my ni b .Tng bc

ca cuc gi c nh ngha nh l mt ng dng nh quay s, tr li, pht li, hp

th thoi Ngoi ra vic tch hp vo cc ng dng nh qun l quan h khch hng

v h thng Outlook lm cho kh nng ng dng ca Asterisk linh hot hn, p ng

nhu cu cn thit cho ngi s dng in thoi.

2.5.2. Nhng u khuyt im ca Asterisk

2.5.2.1 Nhng u im:

Tit kim chi ph u t ban u: - V Server: Chi ph u t cho 1 my tnh ci t h iu hnh Linux v

phn mm Asterisk hon ton min ph r hn nhiu so vi 1 tng i ni b PBX

nh ca Panasonic, Siemens,

- V thit b u cui: Thay v phi mua mi cc my in thoi, c th ci

t softphone trn cc my tnh c sn trong mng LAN, ng thi khng phi chy

thm dy cp trong mng ni b nh phi c i vi cc tng i PBX. Ngoi ra,

trng hp s dng IP phone cng khng cn phi u ni thm cp mng ring cho

20

IP phone m c th dng chung si cp mng sn c ca my tnh bng cch u ni

my tnh vo LAN thng qua 2 port giao tip Enthernet RJ45 ca IP phone.

D dng m rng h thng: i vi cc tng i PBX, gi mua thit b ph thuc rt nhiu vo dung lng ca tng i v mi tng i PBX u c 1 dung

lng nht nh, vic m rng dung lng buc phi trang b thm card giao tip v

b gii hn hon ton trong dung lng ti a m nh sn xut qui nh, trong khi

, i vi tng i IP PBX dng Asterisk hon ton khng b gii hn v dung

lng, c th to account mi m khng phi trang b thm thit b phn cng no.

Cung cp nhiu tnh nng mi hon ton min ph: Ngoi cc chc nng c bn nh mt tng i ni b, Asterisk cn cung cp thm rt nhiu tnh nng, tin ch

trong cc gi phm mm s dng m ngun m, min ph, cho php ngi s dng c

th ch ng khai bo, ci t theo nhu cu nh voicemail, in thoi hi ngh, cc

dch v tng tc (IVR) hoc phn phi cuc gi t ng (ACD), nhc chung linh

ng v phong ph vi nhiu dng file khc nhau, trong khi , cc tng i PBX ch

cung cp cc dch v c bn cho vic chuyn mch, kt ni cc thu bao hoc nu

mun c thm dch v th phi trang b thm cc thit b phn cng hoc bn quyn

phn mm.

2.4.2.2. Khuyt im khi p dng Asterisk vo h thng

Asterisk ch chy trn h iu hnh Linuxneen vic trin khia thc hin v s dng cn nhiu kh khn do cc h iu hnh ny cha c s dng rng ri v ph

bin nh h iu hnh Windows.

Ci t, khai bo v cu hnh h thng server, cc my con phc tp hn so vi cc tng i PBX thng thng.

Server Asterisk c xy dng trn mt my tnh do an ton ca h thng khng cao, cn phi c cc c ch bo v cht ch nhm trnh cc trng hp

tn cng t bn ngoi hoc cc ph hng do virt, cc s c do ngun in b ngt t

21

ngt lm nh hng n hot ng ca my tnh, cc thao tc cn phi thc hin ci

t, khai bo li h thng khi my tnh b s c khng khi phc c.

2.5.3. Cc chc nng ca Asterisk

Vi chc nng chuyn mch ca mt tng i IP PBX, vic thc hin chuyn

mch cuc gi gia cc my in thoi ni b vi nhau v chuyn cuc gi (ra/vo)

vi cc my in thoi bn ngoi thng qua ng trung k.

Asterisk c chc nng l mt tng i PBX.

Ngoi ra cn c nhiu tnh nng s dng cho nhiu mc ch khc nhau ca

khch hng, cc tnh nng nh tng tc thoi (IVR Interative Voice Response),

Voicemail, phn phi cuc gi t ng (ACD-Automatic Call Distribution). Asterisk

c th chy trn c nhiu h iu hnh Unix khc nhau nh Linux, Mac OS X,

OpenBSD, FreeBSD, Sun Solaris v cung cp nhiu tin ch v cc chc nng mi

ca mt tng i IP PBX. Kin trc Asterisk c thit k rt linh ng, h tr nhiu

giao thc VoIP khc nhau. Asterisk l mt gateway, kt ni gia cc mng PSTN vi

mng IP, c chc nng chuyn i tng thch gia cc giao thc v m ha ca cc

mng khc nhau. Sau cng Asterisk cn l mt feature/ media server v l h thng

Call Center vi cc tnh nng linh ng v mm do.

Cc tnh nng ca Asterisk

Voicemail (Hp th thoi): cho php nhn v lu cc tin nhn thoi extension trong h thng, nh hng cc cuc gi n hp th thoi tng ng khai bo

trc mi khi ang bn, khng tr li hoc khng online; cho php khia bo vic truy

22

xut vo hp th thoi bng cch xc nhn mt khu hoc c thng bo c th mi

qua email.

Call Transferring (chuyn cuc gi): cho php thc hin chuyn cuc gi sang mt thit b u cui khc nh: mt my l khc trong cng h thng hoc s in

thoi di ng, c nh ca mng khc trong khi ang m thoi.

Call Forwarding (Chuyn tip cuc gi): cho php thc hin chuyn tip cuc gi t my l ny n 1 thit b u cui khc nh: my l trong cng h thng hoc

s in thoi di ng, c nh ca mng khc trong cc trng hp: khi bn, khi

khng tr li, khi khng online, chuyn tc thi theo iu kin hoc theo thi gian

nh trc.

Time and Date: cho php nh hng cuc gi n mt s in thoi khc hoc mt chc nng c th khc ty theo tng thi im c th c khai bo trc.

Ngoi ra cn cc chc nng: Call Parking, Interactive Voice Response (Chc nng tng tc thoi), Fax Transmit and Receive (Gi, nhn fax), Conference

Bridging (Cuc gi hi ngh), Caller ID (hin th s gi)

2.5.4. Cu trc h thng Asterisk

23

Cu trc h thng Asterisk

V Asterisk c thit k di dng module nn cc thnh phn chc nng

c thit k theo tng module ring bit v tch ri phn chuyn mch li, iu ny

to kh nng d dng iu chnh v m rng.

Cu trc h thng Asterisk bao gm cc khi chc nng chnh:

Chc nng Dynamic Module Loader (DML) thc hin np driver ca cc thit b, np cc knh giao tip, cc dng format, code v cc ng dng lin quan, ng

thi cc hm API cng c lin kt np vo h thng.

Chc nng PBX Switching Core; thc hin chuyn cuc gi. Cc cuc gi c chuyn mch ty theo kch bn trong k hoch quay s (Dialplan) c cu hnh

trong file extension.conf;

Chc nng Application Launcher (AP): thc hin cung cp m mi quay s, hi m chung, nh hng cuc gi, kt n hp th thoi;

Chc nng Code Translator: h tr vi nhiu chun m ha khc nhau. 2.5.5. Giao thc bo hiu ring IAX (Inter-Asterisk Exchange):

24

Trong mng IP, ngoi cc giao thc bo hiu thng dng SIP, H323 cn c

giao thc bo hiu cho VoIP l IAX, thc hin cc chc nng kt ni vi cc

server Asterisk vi nhau mt cch d dng v n gin.

Nu SIP chuyn ti thoi v bo hiu trn hai knh khc nhau (out of band), th

IAX chuyn ti thoi v d liu trn cng mt knh (in band).

IAX thng sut vi NAT (Network Address Translation) cp a ch IP cho

cc my con trong mng LAN; S dng bng thng hiu qu vi c ch trung k

(trunk). IAX cho php nhiu gi d liu thoi trn cng mt IP header, do tit

kim bng thng.

Tm li, IAX tuy mc tiu ban u c xy dng kt ni cc my ch

Asterisk vi nhau, cha c chun ha v ph bin rng ri nhng khc phc

c cc hn ch ca cc giao thc khc vi mt s tnh nng vt tri nh: S dng

bng thng hiu qu; thng sut vi c ch NAT; d trin khai v m rng sau ny.

25

CHNG 3. CU HNH H THNG

3.1. CCH CI T H IU HNH LINUX

a s cc phin bn Linux Fedora, cch ci t l nh nhau, ch khc v giao

din ha. Trong bi lun vn ny, xin gii thiu n cch ci t phin bn Linux

Fedora 12.0.

u tin, cn mc nh BIOS th t boot u tin l CD Rom.

Khi chng trnh ci t khi ng s hin th:

26

Sau khi load xong, mn hnh s hin th:

y l hp thoi yu cu test a CD. Nhn OK ng hoc chn SKIP

b qua giai on ny.

Nu bn chn OK, sau khi kim tra, chng trnh ci t vi giao din ha

s c ti vo, mn hnh s xut hin:

27

Chn ngn ng cho vic ci t, sau Next.

28

Chn cc kiu ci t:

- My tnh bn (Personal Desktop).

- Trm lm vic (Workstation).

- My ch (Server).

- Ty (Custom).

Sau khi la chn kiu ci t, chn Next.

C 2 cch Partition: T ng v phn vng theo mun.

Nu chn phn vng theo mun (dng 2), Next ta cn phn vng nh sau:

- /boot: kiu file ext3 l phn vng h tr boot loader.

- /usr: kiu file ext3 l phn vng c vai tr nh th mc Programs File ca

h iu hnh Windows. Cha cc file h thng, cc chng trnh ca h iu hnh.

29

- /var: kiu file ext3 l phn vng c vai tr ging nh th mc Documents

ca h iu hnh Windows. Cha cc file, hng i,

- /home: kiu file ext3 l th mc nh, cha cc d liu ca ngi s dng,

- /:kiu file kiu file ext3 cha d liu root.

- Phn vng cung cp vng nh tm: kiu file swap.

y l mn hnh phn vng:

Chn a cng ri chn New. Nhp chn Combobox ca File System type x

xung, chn swap to partition swap trc. Nhp dung lng partition swap

(thng ln hn hoc bng dung lng RAM), click OK.

30

Click chn a cn li ri chn New to tip. Nhp dng combobox ca

Mount Point x xung, chn / to partition chnh cha th mc gc. Nhp dung

lng cho partition ny. OK

Sau khi phn vng xong, Next.

Mc nh chng trnh ci t GRUB vo masterboot loader, hoc MBR ca

thit b chnh. thay i hoc b ci bootloader mi, chn Change bootlooder. Hp

thoi change bootlooder s xut hin ci hoc thay i cc thit b lp bootloader

ang tn ti.

Chn Edit chn a ch

IP tnh cho my (nu my

nhn a ch IP ng t

DHCP server trong h

thng th b qua cc bc

ny). Nhp vo IP Address,

Netmark ri chn OK.

31

xc nh hostname, chn Manual v g tn vo .

Trong Miscellaneous Setting np y cc a ch IP ca h thng nh

Gateway (a ch ca Router nu c), Primary DNS (a ch ca DNS server chnh),

chn Next.

Chn Firewall. Chn

checkbox No Firewall. Trong

phn Enable SELinux chn

Disable, ri chn Next.

t password cho root,

yu cu password di t nht l

6 k t. V ti khon root c

kh nng iu khin bt k

phn no trong h thng, do

cn ci t password phc

tp thun theo cc quy tc s

dng kt hp ch hoa v ch

thng, s, du v cc k t

khc. Khng c dng mt

t ca tn, ngha en t hoc tn thay th cc k t u khng c kt qu. Khng

dng password ging nhau c tnh cht h thng.

32

Chn khu vc a l ca h thng. Next.

Chn

cc phn mm mun ci

t. Next.

33

Chn Next bt u ci t.

Hin th qu trnh ci t

34

Sau khi khi ng li my tnh, mn hnh s hin th cc iu khon ca Linux.

Chn Yes, I agree to the License Agreement ng . Nhn Next.

Chn ngy gi cho h thng, nhn Next tip tc.

35

Mn hnh trn cho bit chng trnh setup Agent t ng xc nh Card mn

hnh v mn hnh. N dng cc thng tin ny tnh ton, thit lp thng s tt nht

v phn gii (Resolution) v mu (Color Depth).

Next.

36

Mn hnh trn cho bit chng trnh Setup Agent t ng xc nh SoundCard.

Nhn Play Test Sound kim tra cu hnh sound card.

Nu cu hnh ng, Fedora Core s pht mt bn nhc. Nu sound card

c xc nh m bn khng nghe thy m thanh, kim tra li loa v th li. Nhn

Next i n mn hnh cui cng.

Sau nhn Next s xut hin mn hnh login. Nh vy hon thnh qu

trnh ci t.

3.2. CI T GI ASTERISK 1.4.0.2 V GIAO DIN FREE PBX

ci t c giao din, Free PBX i hi phi c nhng gi ph thuc,

xem cc gi ny dng lnh: rpm - q

libxml2

libxml2-devel

libtiff

libtiff-devel

lame

httpd (or Apache2)

mysql (or mysql-client)

mysql-devel (or libmysqlclient10-dev)

mysql-server

php (or php4) NOTE!!! Only standard php is supported, hardened PHP projects

are NOT supported!! (on debian, also install libapache2-mod-php4) php4-pear (if pear

is not included with your php)

php-mysql(on SUSE, also install php4-gettext and php4-session)

37

php-gd

openssl

openssl-devel (or libssl-dev)

kernel-devel (or linux-source)

perl

perl-CPAN

bison

ncurses-devel (or libncurses5-dev)

audiofile-devel (or libaudiofile-devel)

curl

sox

a s cc gi ph thuc u c ci t sn, song vi mt s PC, khi ci t

s thiu mt vi gi (bn cnh gi s c dng ch not yet installed), ci t

cc gi g lnh: yum install .

###

- Tip theo ta cn nng cp phin bn cho php v apache. G lnh:

- vi +482 /etc/php.ini (or /etc/php4/apache2/php.ini)

upload_max_filesize=20M

- vi +14 /etc/httpd/conf.d/php.conf (if you have it)

LimitRequestBody 20000000

###

- Tin hnh download Free PBX:

- Wget

38

V gii nn:

- tar -zxvf freepbx.tar.gz

###

- Download gi asterisk v dahdi:

- Wget

Trong bi lun vn ny, cc phin bn cn download l:

+)Asterisk 1.6.0.5.

+)Asterisk Addons 1.6.0.

+)Dahdi Linux 2.1.0.4.

+)Libpri 1.2.

###

- Tin hnh ci t driver cho card PSTN (FXO) v th vin:

- cd /usr/src/dahdi

- make clean

- ./configure

- make && make install

Hu ht cc PC khi ci dt dahdi, thng hay mc li v kernel do khng ph

vi nhn Linux. khc phc tnh trng ny, ta cn chnh sa kernel sao cho ph

hp. G lnh: yum install kernel

kim tra kernel hin c g lnh rpm q grep kernel

y l mt li thng hay gp khi s dng phin bn Linux mi khng ph

hp vi dahdi hin c, do , ngi ci t cn phi kin nhn.

Ci t gi th vin:

39

- cd /usr/src/libpri

- make && make install

###

- Lin kt Asterisk vi softfax/spandsp.

Download spandsp files t http://www.soft-switch.org

Sau ci t:

- cd /usr/src/spandsp-xxx

- ./configure

- make && make install

Tin hnh lin kt:

- cp app_rxfax.c /usr/src/asterisk/apps/

- cp app_txfax.c /usr/src/asterisk/apps/

- cp apps_makefile.patch /usr/src/asterisk/apps/

- cd /usr/src/asterisk/apps

- patch < apps_makefile.patch

###

- To nhm v quyn root s dng trn asterisk:

- groupadd asterisk

- useradd -c "asterisk PBX" -d /var/lib/asterisk -g asterisk asterisk

###

- Ci t Asterisk:

- mkdir /var/run/asterisk

- cd /usr/src/asterisk

40

- make clean && make && make install

###

- To cc module cdr_mysql cho asterisk:

- cd /usr/src/asterisk-addons

- perl -p -i.bak -e 's/CFLAGS.*D_GNU_SOURCE/CFLAGS+=-

D_GNU_SOURCE\nCFLAGS+=-DMYSQL_LOGUNIQUEID/' Makefile

- make clean && make && make install

###

- Ci t m thanh cho Asterisk

- cd /usr/src/asterisk-sounds

- make install

###

- Cu hnh MySQL cho CDR v giao din FreePBX:

- /usr/bin/mysql_install_db

- /etc/init.d/mysqld start (or /etc/init.d/mysql start)

- mysqladmin -u root password 'db_root_pwd'

- mysqladmin create asteriskcdrdb -p

- mysql --user=root --password=db_root_pwd asteriskcdrdb <

/usr/src/freepbx/SQL/cdr_mysql_table.sql

- mysqladmin create asterisk -p

- mysql --user root -p asterisk < /usr/src/freepbx

/SQL/newinstall.sql

###

41

- Cp quyn truy cp c s d liu va to:

Cn lu , tn ngi dng/ mt khu c mc nh l

mysql/asteriskuser/amp109.

Khi thay i, Asterisk s nhc nh ngi dng khi chy lnh:

- mysql --user root -p

Kt qu nhn c nh sau:

mysql> GRANT ALL PRIVILEGES ON asteriskcdrdb.* TO

asteriskuser@localhost IDENTIFIED BY 'amp109';

Query OK, 0 rows affected (0.00 sec)

mysql> GRANT ALL PRIVILEGES ON asterisk.* TO

asteriskuser@localhost IDENTIFIED BY 'amp109';

Query OK, 0 rows affected (0.00 sec)

mysql> quit (thot lnh hin ti)

###

- Ci t giao din Free PBX:

- /usr/src/FreePBX/install_amp

###

- xem thit b card PSTN c nhn c hay khng, g lnh: ls pci

- Sau khi Linux nhn thit b, tin hnh cu hnh dahdi cho card.

- Cu hnh dahdi cho card PSTN (ty loi card, cu lnh cu hnh s c cung cp

khi mua thit b). Trong trng hp ny l Card X100P v X100M.

- edit /etc/zaptel.conf

- fxsks=1-4

- loadzone=us

42

- defaultzone=us

- span=1,1,0,esf,b8zs

- bchan=1-23

- dchan=24

- loadzone=us

- defaultzone=us

Kim tra vic cu hnh, chy lnh:

- ztcfg v

Nu kt qu:

Zaptel Configuration

======================

1 channels configured.

Tc l cu hnh thnh cng.

###

- Thit lp module trong asterisk ph hp vi card PSTN.

- edit /etc/asterisk/zapata.conf

Kt qu nh sau:

TDM100P:

[channels]

language=en

#include zapata_additional.conf

context=from-pstn

signalling=fxs_ks

43

faxdetect=incoming

usecallerid=yes

callerid=asreceived

echocancel=yes

callprogress=no

busydetect=no

echocancelwhenbridged=no

echotraining=800

group=0

channel=1-4

TE110P:

[channels]

language=en

#include zapata_additional.conf

context=from-pstn

switchtype=national

pridialplan=national

signalling=pri_cpe

faxdetect=incoming

usecallerid=yes

echocancel=yes

callerid=asreceived

echocancelwhenbridged=no

44

echotraining=800

group=0

channel=1-23

Nu cu hnh hin ti s dng cc knh zap l thit b u cui FXS,

Zapata.conf th cn phi c dng lnh sau cung cp cc thit b u cui trong qun

tr m rng ca freepbx:

- #include zapata_additional.conf

###

- Cu hnh cho Apache

- Edit /etc/httpd/conf/httpd.conf (or /etc/apache2/apache2.conf)

Kt qu:

User asterisk

Group asterisk

###

- Cu hnh cho php:

- chown asterisk /var/lib/php/session

###

- Thit lp quyn Amportal:

- [root@pbx root]# amportal

----------AMP Control Script-----------

Usage: amportal start|stop|kill|chown

- start: Bt u Asterisk.

- stop: Dng Asterisk.

45

- kill: Loi b cc gi tr.

- chown: Thit lp cc tp tin ph hp.

bt u hoc ngn chn hot ng ca Asterisk:

- [root@pbx root]# /usr/sbin/amportal start

- [root@pbx root]# /usr/sbin/amportal stop

###

- Sau khi hon tt vic thit lp quyn, bt u, ta dng lnh:

- As root run:

service httpd restart

(or /etc/init.d/apache2 restart)

- As root run:

amportal start

- Point your browser to:

http://[ip address] (default login is admin/admin)

- Trc khi khi ng Asterisk, ta nn mc nh dahdi khi ng cng Linux:

- Chkconfig dahdi on

- V chc chn rng mysql v apache c to dng, ta g lnh sau kim tra:

- chkconfig --level 3 httpd on

- chkconfig --level 3 mysqld on

- Lnh khi ng Asterisk:

- amportal restart

- asterisk -r

46

3.3. PHN MM X-LITE 3.0

X-Lite 3.0 l cch d nht thc hin mt in thoi gi xuyn qua my tnh

ca bn. y l mt in thoi Internet qun l; vi chng trnh ny bn c th bin

my ca bn trong mt VoIP (thoi qua IP). N trng ging nh mt in thoi bnh

thng m nt gi v cc s phm c hin th. Ch cn s dng chut hoc bn

phm s quay s v sau nhn gi. V l tt c cc bn cn phi thc hin

mt in thoi gi qua mng Internet (trc y cu hnh).

3.3.1. Hng dn ci t phn mm X-Lite 3.0

Khi download xong, ta click vo biu tng X Lite 3.0.

Mn hnh s hin th:

Bm Next.

47

nh du ng v Next.

Click Browse, chn v tr th mc cn ci t, nhn Next.

48

Trong mn hnh ny, c ngha:

- Create a desktop incon: To biu tng ngoi mn hnh.

- Create a Quick Lauch icon: S dng ngay chng trnh sau khi ci t.

- Chy chng trnh khi Windows c s dng.

Ta nh du cc dng cn chn, sau nhn Next.

49

Phn mm c ci t v chn Finish hon tt.

3.3.2. Hng dn cu hnh phn mm X-Lite 3.0

Sau khi ci t v cho chy chng trnh, mn hnh s xut hin bng:

Chn Add.

50

Nhp ID (hoc s ddienj thoi) v Password, sau chn Domain.

Ca s Firewall thng bo ch bo mt. Chn OK.

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Nu nh y thng tin v chnh xc, mn hnh phn mm s hin ch Ready

(your user name is: s ca ngi s dng).

Nh vy l hon tt vic cu hnh v bn c th gi.

Nu mun chnh sa cc phn ci t, ta vo biu tng mi tn ch xung

trn cng giao din phn mm. Chn options

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Chn Devices

53

Kim tra phn Loa v Mic sao cho thch hp, chn Apply, bm OK

Chn nh hnh: Khi thay i hoc sa li cc m s.

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3.4. PHN MM ZOIPER

3.4.1. Hng dn ci t Zoiper

Nhp vo biu tng ci t

Mn hnh s hin th:

Chn Next.

Hin th cc iu khon ca Zoiper. Chn I agree chp nhn.

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Khi ta chn ng dn lu th mc ci t. Next.

Mc nh tn lu file.exe trn Start Menu. Next.

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Check nhng yu cu khi ci t Zoiper. Install tin hnh ci t. Qu trnh ci t s din ra:

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Khi hin hp thoi trn, chn Finish hon tt qu trnh ci t.

Hng dn ci t Zoiper trn Linux:

- Dng lnh wget download gi ci t v.

- Gii nn vi lnh tar # tar -xvf zoiper.x.x-linux.tar.gz gii nn.

- Ci t Zoiper vi lnh:

# cd path/to/zoiper

#./zoiper

3.4.2. Hng dn cu hnh Zoiper

Cn lu rng: vic ng k ch thnh cng khi ta add mt account bn

chc nng Extension ca FreePBX.

Sau khi ci t, ta cn to 1 account s dng, click vo biu tng

trn giao din Zoiper.

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To Account IAX:

Chn dng t xanh trong hp thoi.

t tn cho ngi s dng. Sau khi t tn, hp thoi s lu tn ngi s

dng trong phn to account IAX.

Click i vo dng t xanh , ta s c:

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Nhp nhng thng tin cn thit vo hp thoi trn.

Sau check vo dng ch nh hnh bn.

Nhn Register hon tt ng k.

Sau khi ng k thnh cng s xut hin dng ch

(registered) IAX2 trn giao din ca Zoiper.

To account SIP: Cch thc ng k account SIP cng hon ton tng t nh IAX.

Click i vo biu tng trn

giao din Zoiper.

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Click i vo dng t xanh nh trn v nhp tn ca ngi s dng.

V s c:

Nhp i chut v nhp y thng tin:

v check vo hp thoi nh hnh bn

Sau chn Register hon tt.

Nu ng k thnh cng s c dng ch registered (SIP).

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3.5. CU HNH CHC NNG TRONG FREE PBX CHO H THNG

Trn giao din WEB, g a ch IP ca Server Asterisk. Trong bi lun vn

ny, em qui nh a ch IP ca Asterisk l 192.168.1.100.

Sau khi nhp a ch, trang Web s vo c Free PBX ca Asterisk:

Chn dng th 3 vo giao din Free PBX.

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Cc cng c cu hnh Free PBX trn giao din (thanh cng c bn tri):

+)Admin - Qun tr:

- FreePBX System Status: Trng thi h thng PBX.

- Module Admin: Module qun tr.

+)Basic - C bn:

- Extensions: My nhnh.

- Feature Codes: M c tnh.

- General Settings: Cu hnh tng qut.

- Outbound Routes: nh tuyn gi ra.

- Trunks: Trung k.

- Adminnitrators: Nhm qun tr.

+)Inbound Call Control - Bng cuc gi ni:

- Inbound Routes: nh tuyn gi vo.

- Zap Channel DIDs: DID knh Zap.

- CallerID Loolup Sources:Li cho.

- Follow Me: Theo ti.

- IVR: Tng tc ngi dng.

- Queues: Xp th t.

- Ring Groups: chung.

- Time Conditions: iu kin thi gian.

- Time Groups: Nhm thi gian.

+)Internal Options & Configuration - Cu hnh v ty chn:

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- Conferences: Gi li.

- Misc Applications: Hi ngh.

- Music on Hold: Nhc ch.

- System Recordings: Ghi m.

Trong bi lun vn ny, h thng tng i PBX m phng:

Khi khch hng gi n, s nghe cu li cho km theo yu cu vui lng bm

s 1 , bm s 2 , Khi khch hng bm phm 1 th my c s Extension 100 s

chung, v tng t bm phm 2 th s Extension 110 v nu bm phm 3 th s

Extension 120. Trong qu trnh ch cc s Extension bt my, khch hng s c

nghe 1 on nhc. Trong qu trnh hi thoi gia cc Extension, ta c th nghe xen

(gim st) cuc gi khi dng mt trong cc Extension cn li bm phm +6 +. Ngoi ra, khi cuc hi thoi gia khch hng v in thoi vin

din ra th mt khch hng khc gi n th vn c p ng yu cu nh trn.

m phng c h thng tng i nh trn, ta cn cu hnh FreePBX vi

cc cc cng c sau:

- ng k s Extension cho cc in thoi vin.

- S dng IVR to li cho v qui nh s Extension khi khch hng bm

phm s.

- S dng Music on Hold v General Settings to nhc ch.

- Ngoi ra nghe xen cuc gi cn tinh chnh th mc Extension trong Linux.

3.5.1. Cng c Extension

ng k c 1 s Extension, ta thc hin cc bc sau:

- Chn dng Extension trn thanh cng c FreePBX

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Chn giao thc trong Device (SIP hoc IAX2)

- Sau chn Submit.

- Trong hp thoi Web tip theo, ta ch cn quan tm n cc phn:

+)User Extension: t s Extension cho ngi dng.

+)Display Name: tn ngi s dng.

+)Secret: mt khu cp cho ngi dng khi ng k s dng bn Zoiper

hoc Xlite.

Nu cn thit cho vic ghi m cuc gi, trong phn Recording Options, Chn

Always cho c 2 dng (Incorming v Outgoing).

Nu ng k thnh cng, bn gc phi mn hnh ca cng c Extension s xut

hin tn ngi s dng vi s Extension ca ngi .

3.5.2. Cng c IVR

to li cho v dn cuc gi khch hng vo ng yu cu ca h, ta s

dng cng c IVR.

Trc ht, c li cho theo mun, ta chn dng Systems Recordings,

upload li cho ca my ln Asterisk.

Chn Browse, sau tm li cho ph hp vi chun PCM Encoded, 16 bits,

8000Hz. Upload. hp thoi trn , ta nhp s in thoi ca tng i Go. hp thoi Name this Recording: nhp tn ca li cho trong giao din

FreePBX.

Sau khi chc chn nhp y thng tin, chn Save lu li cho vo

Asterisk.

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Chn dng IVR trn thanh cng c ca giao din FreePBX.

Chn Add IVR gc trn bn phi ca hp web.

Nhp tt c thng tin nh sau:

- Change Name: Nhp tn ca li cho.

- Announcement: Chn Main +1800.

- Time out: 10 (y l thi gian quy nh li cho).

- Repeat Loops: 2 (s ln lp li li cho).

Sau hng cuc gi cho cc Extension nh sau:

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3.5.3. S dng Music on Hold v General Settings

y l 2 cng c trc tip to nhc ch cho m hnh.

Trc ht, ta cn chn nhc ch cho cuc gi, click vo dng Music on Hold

Browse: chn file nhc cn lm nhc ch (file.wav hoc file.mp3) Upload. Sau chn dng General Settings trong giao din FreePBX.

- Trong hp thoi Asterisk Dial command options: tm

- Trong hp thoi Call recording format: chn wav

- Cc phn khc th khng cn thay i.

Nh vy ta ci c phn nhc ch trong h thng.

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CHNG 4. TNG KT

T nhng nghin cu trn, ta c th nhn thy rng, h thng tng i ni b -

IP PBX s dng Asterisk c trin khai ng dng rng ri trong thc t v ang

ngy cng pht trin chng minh phn no cc tc ng ca VoIP ni chung v

Asterisk ni ring i vi ngi s dng.

Bn cnh cc tin ch m Asterisk mang li cho ngi s dng, c bit l v

yu t gi c, chi ph v tin ch cung cp cho ngi s dng, Asterisk vn cn gp

phi mt s kh khn khi trin khai trong thc t, tuy nhin, cc kh khn ny l do

cc yu t khch quan t bn ngoi, t ngi s dng ch khng phi do cng ngh,

gii php m Asterisk mc phi nn v tng lai, cc kh khn ny hon ton c th

khc phc c.

Cng ng m ngun m Asterisk pht trin mnh m, mi thng tin cn tham

kho u c sn, din n trao i kinh nghim ht sc phong ph.

Hn na, Asterisk c trin khai ng dng rt ph bin trong thc t chnh

l minh chng r rng nht v u im ca h thng m ngun m min ph m mnh

m ny.

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TI LIU THAM KHO [1]. http://www.box.net/shared/kien-thuc-voip.html

[2]. http://www.connectzoom.com/f58/tai-lieu-hoc-linux-tieng-viet-cua-ssdg-

215605.html

[3]. http://www.downloads.oreilly.com/books/9780596510480.pdf

[4]. http://www.mail.cdit.com.vn/huydd/asterisk/

[5]. http://www.voip.com.vn