Računalna telefonija u poslovnom okruženju

master's thesis

• Title (english): Computer telephony in business environment
• Author: Dominik Vagner
• Mentor: Dragan Jevtić (mentor)
• Committee member: Dragan Jevtić (predsjednik povjerenstva)
• Committee member: Vedran Podobnik (član povjerenstva)
• Committee member: Tomislav Grgić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Electrical Engineering and Computing; Zagreb
• Defense date and country: 2014-07-07, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Computing
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Electrical Engineering

Abstract

Integracija računala i telefonije predstavlja napredak u tehnološkom smislu, ali i izazov za optimalnu realizaciju usluga. Uz financijske uštede na opremi potrebno je ulagati u softverska rješenja i poboljšanje kvalitete. Sve popularnija postaju CTI rješenja bazirana na HMP tehnološkom pristupu zbog prednosti korištenja računalne procesne snage i Interneta kao medija za prijenos informacija.
Ovaj diplomski rad analizira trenutno korištene tehnologije za prijenos i obradu podataka te telefonske tehnološke koncepte radi izvedbe specifične CTI usluge. Korištenjem Envox Studia i HMP tehnologije za razvoj i kontrolu, osobnog računala za procesiranje i Interneta kao medija razvijena je usluga u obliku interaktivnog telefonskog sustava (IVR-a). Razvijeni laboratorijski IVR uz nužne softverske i hardverske komponente pruža profesionalnu i kompetentnu uslugu u poslovnom okruženju.

Abstract (english)

Computer telephony integration represents a technological breakthrough, but also a challenge for optimal implementation of services. In addition to financial savings on the equipment an investment in software solutions and quality of service is necessary. CTI solutions based on HMP technological approach are becoming increasingly popular because of the advantages of using computer processing power and the Internet as a medium for conveying information.
This thesis analyzes the current technologies used for the transmission and processing of data and telephone technology concepts in order to design a specific CTI service. Using Envox Studio and HMP technology for the development and control, personal computer for processing and the Internet as a medium an interactive telephone system (IVR) was developed. With the necessary software and hardware components the developed IVR provides a professional and competent service in the business environment.

• Keywords: Internet; TCP/IP protokolni model; Voice over Internet Protocol; Integracija računala i telefonije; Host Media Processing; Envox Communications Development Platform; Interactive voice response
• Keywords (english): Internet; TCP/IP Protocol Suite; Voice over Internet Protocol; Computer Telephony Integration; Host Media Processing; Envox Communications Development Platform; Interactive voice response
• Language: croatian
• URN:NBN: urn:nbn:hr:168:701623
• Study programme: Title: Information and Communication Technology; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra inženjer/inženjerka informacijske i komunikacijske tehnologije (magistar/magistra inženjer/inženjerka informacijske i komunikacijske tehnologije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Closed access
• Created on: 2018-02-06 14:14:48