SIP協作系統的可攜式使用者介面設計與架構

Design and Architecture of a Portable User Agent in SIP Collaboration Systems

張兢真(Ching-Chen Chang)

指導教授 ： 吳坤熹

國立暨南國際大學/科技學院/資訊工程學系/碩士(2008年)

https://doi.org/10.6837/NCNU.2008.00024

摘要

企業資源規劃(Enterprise Resource Planning，簡稱ERP)系統對大企業來說，是一個功能強大的工具。它可以將一個企業裡所有資源有效地整合起來，使得企業可以有效地進行運作。可預期的，一個發展良好的企業需要有足夠的客源，因此客戶對企業來說，也是十分重要的一項「資源」。客戶關係管理(Customer Relationship Management，簡稱CRM ) 與ERP整合的系統可以幫助企業鞏固與客戶良好的互動。此外，網路電話(Voice over Internet Protocol，簡稱VoIP)已成為目前主流的通訊技術；相較於傳統的電話系統，它可以讓使用者以較低的成本在網路上進行語音溝通。
在本篇論文中，提出了將一個現有的CRM系統與VoIP服務做結合的架構，客戶與員工之間可以透過語音直接溝通。一方面讓客戶對產品有疑問或顧慮的時候，可以直接與公司溝通。另一方面，員工與員工之間也可以透過網路直接討論工作細節或是通知臨時的訊息。為了實作這個架構，我們設計了一個可攜式的Session Initiation Protocol(簡稱SIP)網路電話，與Cyberhood的ERP系統做結合。

關鍵字

協作系統 ； CRM ； ERP ； 可攜式 ； SIP ； VoIP

並列摘要

Enterprise Resource Planning (ERP) systems have become a basic and powerful tool in large enterprises. It provides the function to compactly integrate all kinds of resource in an organization, which is crucial to enterprise operation. Naturally, customers are important to enterprises. Integrating Customer Relationship Management (CRM) systems with ERP systems can help enterprises to maintain strong relationship with customers. In addition, a popular technology, Voice over Internet Protocol (VoIP), allows users to have real-time communication through the Internet.
In this thesis, we propose an architectural solution to integrate the VoIP service to an existing CRM system. On the one hand, customers can freely communicate with the enterprise when they have some problems with the products. Furthermore, employees can discuss with each other directly through the Internet. To verify the architecture, a portable SIP phone (PSP) was designed to be integrated to an existing ERP system – Cyberhood , which also provides the CRM system service.

並列關鍵字

Collaboration ； CRM ； ERP ； Portable ； SIP ； VoIP

參考文獻

[1] Daniel Collins, Carrier Grade Voice over IP, 2nd Ed., McGraw-Hill, September 2002.

[2] Robert J. Kearney, “Enhancing and Extending ERP Performance with an Automated Workflow System”. In Layna Fischer (Ed.), Workflow Handbook 2005, pp.91-102, Future Strategies, April 2005.

[3] ChingChen Chang and Quincy Wu, ”Design and Architecture of a Portable User Agent in SIP Collaboration Systems”, in Proc. 3rd International Conference on Internet and Web Applications and Services (ICIW 2008), pp.273-278, Athens, Greece, June 8-13, 2008.

[4] H. Schulzrinne, S. Casner, R. Frederick, V. Jacobson, “RTP: A Transport Protocol for Real-Time Applications,” IETF RFC 3550, July 2003.

[5] J. Rosenberg, J. Peterson, H. Schulzrinne, A. Johnston, J. Peterson, R. Sparks, M. Handley, E. Schooler, “SIP : Session Initiation Protocol,” IETF RFC 3261, June 2002.