DonNTU > Master's portal
Master of Donetsk National Technical University Irina Molchanova


ABSTRACT
of the Master's Work

 "Telecommunication Network on duty dispatching service in the conditions of Donetsk area"

A theme urgency

    In our country there is currently no unified Duty telecommunication network traffic control. A necessary condition for its creation is first of all, the introduction of the single number 112, is connected with the European principles of organization of national emergency, such as 01, 02, 03, 04, and is also one of the requirements of UEFA for the States the organizers of EURO 2012 be held in our country. Secondly, the security, which is one of the most important tasks of state. The effectiveness of the solution and prevent all problems directly and collaterally, that relate to security, depends on the functionality of information and 



Autobiography
UKR

telecommunications systems that are used in the development of contact center, which allows for the rapid on the basis of the fullest possible information to make better decisions and manage all operations, both in the routine management and in addressing emerging issues.
    At the international experience of a single telephone number for all European Union countries, which need to call in an emergency - "112" - was introduced on the initiative of Sweden. The request was approved in February 1998. The main objective of "Service 112" is the timely provision of assistance to those who had an accident on the territory of the European Union.
    In many European countries the number "112" exists along with the numbers of emergency benefits, which operated in the country even before its accession to the European Union.

Communication of work with scientific programs, plans, themes

    My master`s work related to projects, developments, produced by the Department of AT, as well as to the conduct by UEFA in Ukraine to 2012.

The purpose and problems of the development (of the research)

 Based on the analysis of contemporary patterns of building telecommunications networks for the same project plan and design solutions conduct of its optimization, taking into account the allocation of resources and information flows.
    In the transition to service 112 aims at improving the quality of care of people, increasing population and territory protection, improvement of management efficiency in emergency and unforeseen situations. The main objective act:

  • development of the structure of the telecommunications network;
  • minimize the duration of incoming calls and the decision-making;
  • optimization of resource use available to the emergency services;
  • improving the system of informing and alerting the public about the threat of crisis situations;
  • formation of a common information space for efficient operation of emergency services;
  • Ensuring that the qualitative and quantitative development of the whole service 112;
  • prevention of emergencies intermunicipal and regional nature, natural disasters, epidemics and the elimination of their consequences;
  • organization and implementation in Ukraine of measures to prevent terrorism and extremism, minimizing their impact [4].

    The subject of study is Duty single-dispatching service 112.
    The object of study - telecommunications network to 112 stations in the Donetsk region.

Methodology and methods of researches

  1.  multi-criteria analysis of existing approaches to contact center (telecommunications networks);
  2. methods of queuing theory;
  3. methods of optimization and traffic distribution.

 Prospective scientific novelty of the received results

  1.  further development of methods of optimal resource allocation in the contact centers with a distributed structure;
  2. further development of methods of optimal allocation of the balance of traffic in the contact centers with distributed structure.

Practical value of the received results:

     Anticipated use of the design decisions for the organization of Duty single-dispatching service in the Donetsk region, developed optimization algorithms and their use in the objects of this class.

Overview of developments and research on the topic:

 The choice of technology network

Advanced contacts center must have a much larger set of features than can offer traditional telephone calls, the degree distribution, which allows calls to route the input to the first statement, which freed. By today's modern customer interaction center is aimed primarily at improving the quality of service the clients. Moreover, the trends of convergence and integration, which are now dominant in the telecom world, led to the emergence of qualitatively new approaches to Call-centers, as well as a substantial reassessment of the required functionality. A key element of convergence is the ability to handle incoming calls (orders, requests for services) of different types that come from different telecommunication networks (telephone network, Internet). That it is the current contact center must be capable of receiving calls of various types: Telephone (both conventional and made via the Internet using a technology VOIP), multimedia (video), fax requests, and requests received via e-mail (and in the future - using the universal postal systems). Given such a universal mechanism of processing traffic, the developers of telecommunications equipment and customers of these systems are gradually go from the obsolete term "Call-Center" (obsolete, since the phrase "Call-center" refers to the orientation on a purely phone calls that in the English equivalent sound like "call"), and move to another, more complete, which displays the functionality of terms - Contact Center.
    The main requirements for contact center is to raise uptime, minimize the loss of incoming calls and the maximum protection that comes from removing information, ensuring the highest quality of service input stream of calls and high performance operator provide efficient service to all types of traffic [7].
    Using IP-based technologies makes it easy to connect a phone call with information about him. This connection makes the handling calls from various media and Quality of Service. When a call comes in the system can provide not only information about the subscriber number that rang, but the story of his previous treatment or information on the treatment of this type, or information on the events with some characteristic features. This greatly facilitates the registration of events and their subsequent processing.
    In contact centers all the functionality of computer-implemented application servers that work with the management of information and cooperation in the process of service calls with the information and technology databases. Each of these applications is responsible for its own set of services (for example, the addition of ACD, IVR, etc.). So are the questions of reliability (standard methods redundancy hardware computer technology), scaling (if necessary, install additional servers that operate in sharing mode load), the introduction of new functions (additional servers and applications), The creation of distributed systems (it is enough to connect remote offices, a computer network with the required bandwidth).
    All of these factors is well illustrated by the reasons for the attractiveness of using IP-technology in contact centers. Benefits of the new generation are numerous, including low cost of deployment and high performance scaling.
    IP-Contact Center is able to provide reliable, affordable and scalable platform that can simultaneously work with large numbers of users through the use of relevant applications. The new generation of contact centers based on IP-based technologies and computer telephony instead of using cumbersome CTI-interfaces, being, therefore, more effective solution that allows, in addition, easy to integrate equipment from different manufacturers.

Typical solutions architectures selected technology

When building a contact center for these objects can be divided into three main options for their architecture: Highly specialized switching systems, PBX with additional servers, platforms computer telephony (CTI), including their latest versions, integrated with the Internet [3].
    From a conceptual point of view, highly specialized systems of distribution of calls already in the past and we will not dwell on them. Until recently most popular solution was to use the PBX with additional computer servers, which are connected with the use of special interfaces. At the PBX in this case, all switching functions are assigned and managed a logical sequence of action for handling a call placed on application servers. They offer all the application functions of operator
Contact Centres - support queues, implementation of algorithms call distribution, management accounting information for the operators, etc.).
    At one point in the evolution of contact center there is a need of support interoperability not only with the PSTN, but also with data networks. To implement this functionality to the existing contact centers have been added the necessary hardware and software, not directly related to the server Call Distribution (EOT). This architecture contains two parts: Telephone and computer, the software which is responsible for interaction with other data networks. Maintenance of two separate infrastructures in telecommunications networks is often quite expensive, it will not always reliable and poses some obstacles to the integration of different types of communication.
    Modern technologies of packet switching allow in principle to abandon cumbersome switch channels, putting all the functionality of computer application servers that work with the management of information and media streams (if necessary) and interact in the service call with information and technology databases. Moreover, each of these servers is responsible for its list of services (SRV server, IVR server, etc.). Likewise, dragging on the reliability (standard methods for computer hardware redundancy), scalability (installation, if necessary, additional servers that operate in the mode of load distribution), the introduction of new features (additional servers and applications). The creation of distributed systems (it is enough to connect different offices of a computer network that has specific bandwidth).
    Contact centers, implemented IP-based technologies, consist of functional elements of several types, some of which may be software and hardware blocks, and others - purely software products. The core of such systems is the software that manages the queues and routing calls. The system also includes: Peripheral Gateways, which provide interaction between the components of the system, receiving and processing of calls that come from different networks, application servers and database servers.

 Block diagram of information and telecommunications network on duty dispatching service in the conditions of Donetsk area.

Figure 1 - Block diagram of information and telecommunications network on duty dispatching service in the conditions of Donetsk area

Figure 1 - Block diagram of information and telecommunications network on duty dispatching service in the conditions of Donetsk area

(Animation: volume – 92.7 KB; size – 448x308; number of shots – 22; delay between shots – 250 ms; delay between the last and first shots – 250 ms; number of repetition cycles – infinity)

    This network is multi. This combines the data with the phone, provides access to external telephone networks and the Internet.
    The most important element integrated with Internet contact center is the gateway IP-telephony or switching module, which provides the interface between the network packet switched telephone network and IP-switched networks [2].
    The gateway is a hardware-software complex, the basic functional purpose which is to convert voice information received from the PSTN at a constant speed of transmission, in the form suitable for transmission over networks with routing IP packets: Coding and packaging of voice information in packets RTP / UDP / IP, as well as the inverse transformation [9]. Another function of the gateway - conversion rates PSTN to an IP address can be implemented in the gateway to work in IP-telephony network without a gatekeeper. In addition, the gateway supports the exchange of signaling messages as with nodes switching / terminal equipment of PSTN (ISDN) and H.323 standard devices.
    Server interactive automated linguistic interactions (IVR). This server performs all functions related to the organization of language dialogue with the subscriber, who appealed to the contact center. IVR feature in contact centers is to transmission and reception of all the speech information in batch form through a network of IP, whereby the server is connected to other subsystems of the Contact Center. It also serves to communicate with the caller's database for the issuance autoinformation communications and is a personal computer with specialized software, and integrated voice board.
    The need to interact with the telephone network and the Internet in the processing of requests for voice communication requires support different codecs, dynamic link, depending on the type of incoming call, as the transmission of uncompressed speech (G.711), With service calls from the PSTN provides high quality sound reproduction, and the application efficient coding algorithms (G.729) for servicing calls from the Internet - high bandwidth.
    Server call distribution (ACD) is a key element of contact centers [6]. Dynamically interact with the database in the process of service calls, it provides support for systems of queues and routing functions calls that come in contact center.
    Databases (DBS). Database call center is divided into two categories: Information that contain data about clients and other business information and technology, which stores information about your system configuration, statistics about its operation, data integration, some intelligence information and the like [5].
    Media Resource Server (MRS) is used to preserve records of negotiations operators in digital form, and the organization to listen to a computer system administrator [6].
    Server maintenance (OMS). Server / terminal maintenance is actually a workplace system administrator. With it, serve as configuration and diagnostics systems, condition monitoring interfaces and conversational channels, collection of operational and statistical information about the system and the service calls and reports generation and archiving.
    Operator's station. Console operators are organized on the basis of standard personal computers with installed specialized client software. If the two networks - computer and data - exists in the contact center, regardless, and the role of verbal switch performs SRV, no additional equipment is required. Calling this event will be the traditional way to enter the console (telephone) operator, is included in the CDR for subscriber lines, and information about the call - to your PC via CTI [3]. Maybe call center using a fully integrated solution based on the protocol IP (i.e. There is only one network - the computer), when the operator does not like a phone console, but the work place need to equip multimedia - sound card, headset or loudspeakers, etc..
    The availability of the fullest possible information on the workspace (the location of subscribers that have caused, address information, information from a database of emergency services, etc.) significantly increases the efficiency of response to the challenges that come.
    PROXY-server to access the Internet. The primary function of this device in the contact center - the concealment structure node IP-telephony from remote computers, which should "see" the contact center as a single server with an IP-address (to be that the function of protecting the network from hakerskih attacks and unauthorized access from outside the standard run by firewalls). If you use a carrier-center configuration with several modules allocation challenges of working in load sharing mode, the PROXY lies also the problem of uniform distribution between these modules flow challenges that come with the Internet.
    Streams of standard channels E1 connection with the PSTN are transformed into IP-packets in the IP-gateway, which is processed in the switch (Switch), which provides connectivity modules call distribution (ACD), a subsystem of media resources (MRS), the storage subsystem (DBS), employment services, "01, 02, 03, MNF-I" [1].
    The router is designed for communication with other intelligence agencies. Administrators CC security forces can control the robot operators of their service, respectively, the existing authority. Using IP-technology allows to connect a phone call with information about him. When a call comes in the system can provide not only information about the subscriber number that called, but the story of his previous treatment, or information on the treatment of this type or information on events with some characteristics. This greatly facilitates the registration of events and their subsequent processing.
    All major items of equipment of a contact center of duplication, which ensures high reliability.
    Standard Ethernet, which is used in the contact center can be effectively and economically introduce new features, process the information as a necessary security services (e.g. sort on any grounds).
   The availability of the fullest possible information on the workplace of the operator (the location of caller, address information, information from the databases of emergency services and so on) substantially increases the efficiency of response to incoming calls. CC - is not only receiving information, but it is a system of organizational and technical means to ensure control of all forces and means necessary to work in emergency situations: terrorism, natural disaster, etc. various kinds of.

Example of service calls more by emergency responders

     The next example is the problem, whose solution required the participation of all emergency services. The operator of a contact center (number 112) is coordinating the work of all emergency services that must be engaged to service the incoming call.
    Suppose that on a railway track near the station, the accident occurred with spreading of volatile toxic substances. A worker discovered a leak substance and his two colleagues that are unconscious. The applicant, by dialing 112, corresponds to the operator contact center. Distribution of calls among the operators is carried out by special algorithms, which are easily adapted to specific conditions.
    In particular, we consider these parameters:

  • qualifications of the operator;
  • the total time for change;
  • the total time of calls for change;
  • the time that elapsed since the last call processing.

    The operator of a contact center in accordance with his instructions interrogates applicant learns his personal data (surname, first name), the nature of the accident and the number of victims. Enters the data into situational card, which they can then review with the appropriate access rights. All cards are supplemented with information AON. If the call occurred from the mobile terminal, then its location would have been definitely through interaction with IBS (Location Based Services - server location).
    After determining the event details contact-center operator determines that it is necessary to use three emergency services: "Police", "Ambulance" and FEMA. In addition, the operator can make his own decision to engage a consultant on toxic substances for operational decision-making to address the possible effects. All actions that are carried out by the operator, automatically recorded for later analysis of the situation.
    Databases available emergency services in accordance with their authority, can quickly make the best decision. In addition to this example database effective means of warning people in the immediate vicinity of the event becomes the center sending the SMS. Records all mobile terminals that are in the zone of potential chemical poisoning. Then all these terminals are sent an SMS with the text, which contains an indication of the need to leave the boundaries of a certain territory.
    One of the main criteria for successful elimination of the accident - the reaction time, i.e. the time interval between the diagnosis of the accident and the beginning of direct elimination. As a result of the application of modern contact center can reduce the response time, effectively eliminate the emergency.
    Maintaining the databases of orders that are given to during the operation, calls all the participants and other information can then analyze the operation in general. Also, all the accumulated data will continue to effectively organize the interaction between different emergency services.
    This example shows the effectiveness of the contact center with the general administration. Simplifies the process of harmonizing the work of different departments, which significantly reduces the response time and emergency response [8].

 Result Master's thesis

     In this master's thesis Duty traffic control will be implemented in the form of a contact center in every city of Donetsk Region. A key element of the contact center is able to handle incoming calls (orders, requests for services) of different types that come from different telecommunication networks (telephone network, Internet). That it is the current contact center must be capable of receiving calls of various types: Telephone (both conventional and made via the Internet using a technology VOIP), Multimedia (video), fax applications, as well as applications received by e-mail (and in the future - using the universal postal system).

Findings

     Thus, for the consideration of objects at this time substantiated the need to develop information and telecommunications network, demanded by its functions. Considered several architectures implementing a contact center, was elected to the implementation of IP-technology, because it is best suited to modern requirements for contact centers and communications networks. A block diagram of the network, the main tasks that are executed its components.

                                                               Literature:


  1. Павлов А.Е., Соколов Н.А.. Единый номер вызова экстренных служб «112»: проблемы и решения. Access to an electronic resource: http://www.niits.ru/public/2007/2007-013.pdf
  2. Гольдштейн Б.С.  Call-центр и компьютерная телефония - СПб: Питер, 2002 – 372 с.
  3. Пинчук А.В., Фрейнкман В.А.. Контакт-центр в мультисервисных сетях. Access to an electronic resource:    http://www.niits.ru/public/2002/200203.pdf
  4. Кабанов М.В, Соколов Н.А.. Основные задачи перехода к «Система-112» Access to an electronic resource: http://www.niits.ru/public/2008/2008-052.swf
  5. Фрейнкман В.А. Перспективные центры обслуживания вызовов: архитектура и возможности. Access to an electronic resource: http://www.mobilecomm.ru/view.php?id=49
  6. Пигорева О.И. IP-контакт-центр – новая реальность. Access to an electronic resource: http://www.niits.ru/public/2001/200119.pdf
  7. Дюбанов А.В., Зарубин А.А.. Мультисервисные контакт-центры в сетях МВД. Access to an electronic resource: http://www.niits.ru/public/2005/2005-063.pdf
  8. Потапов А.И., Дюбанов А.В., Вольский В.А.. Принципы функционирования ситуационного центра. Access to an electronic resource: http://www.niits.ru/public/2007/2007-039.pdf
  9. Протей-РВ. Операторский центр Протей-РВ. Техническое описание системы. Access to an electronic resource: http://www.niits.ru/catalog/rv.pdf 
  10. Гольдштейн Б.С., Кабанов М.В, Соколов Н.А. Перспективы развития «Системы – 112». Access to an electronic resource: http://niits.ru/public/2008/2008-049.swf

Note

    When writing this autosummary master work was not yet completed. The final completion on December 10, 2010. Full text of the work and materials on the topic can be obtained from the author or his manager after that date.


FACULTY: Computer Information Technologies and Automation (CITA)
   DEPARTMENT: Automation and Telecommunications (AT)
       SPECIALITY: Telecommunication Systems and Networks (TCS)
Theme of Master's Work:
Research and development of telecommunication on duty
 dispatching service in the conditions of Donetsk area
Scientific Supervisor: Ph.D.(in Engineering), 
assistant professor of the 
department AT Vladimir Chervinskuy


    Irina Molchanova
 Abstract
 RUS