臺灣博碩士論文加值系統

隨著電信的開放，寬頻網路的建置將更形一日千里，衍生的服務與商機無窮，而衍生出電腦電話整合 (CTI- Computer Telephony Integration)，幫助企業與客戶之間交流進而產生更強大的經濟效益。本論文針對CTI技術應用做深入研究，首先在論文中會以Genesys和程曦資訊各別之CTI系統做探討及應用例之研究，最後在論文中發展在電話系統上結合聲紋驗證機制之身份驗證系統，我們首先利用Dialogic公司的語音電話卡設計出語音驗證流程且結合聲紋驗證，並建立會員語音資料庫對應網頁註冊系統及會員身份資料庫，而聲紋驗證之核心是根據隱藏式馬可夫模型配合會員語音資料庫去做語料訓練，進而製訂出各會員聲紋驗證之門檻值，讓會員透過網頁註冊及網頁會員驗證和系統電話聲紋驗證通過與否，進而享用進階的功能及服務。

The open to the telecommunications, the establish of the broadband Internet, the abundant of service and business and along with the CTI Computer Telephony Integration generate the largest economic benefit to the enterprise and the customers. This research paper is aimed to further study the CIT Applied Technology. To begin with,theresearch will investigate individually on Genesys’and Chain Sea Integration’s CTI system. In the end, develop the speaker verification in the telephone system. First of all, we use Dialogic’s speech telephone card to design a speech verification process combined with speaker verification. Next, set up member speech database in assistance to website registration system. The core of speaker verification is based on Hidden Markov Models (HMM), cooperated with member speech database for training and then creates a threshold level for each member. Member can receive advanced functions and service through the verification of website registration and telephony speaker verification system.

中文摘要 ---------------------------------------------------- i
英文摘要 ---------------------------------------------------- ii
誌謝 ---------------------------------------------------- iii
目錄 ---------------------------------------------------- v
圖目錄 ---------------------------------------------------- vii
一、 緒論------------------------------------------------ 1
1.1 研究背景-------------------------------------------- 1
1.2 研究範圍-------------------------------------------- 5
1.3 論文架構-------------------------------------------- 6
二、 Genesys案例研究------------------------------------ 7
2.1 關於Genesys------------------------------------- 7
2.2 Genesys之特色與優勢--------------------------------- 8
2.3 Genesys的架構-------------------------------------- 9
2.4 Genesys實際應用例---------------------------------------- 12
三、 IVR案例研究----------------------------------------------------------------- 15
3.1 e-Talk簡介--------------------------------------------------------------- 15
3.2 e-Talk系統特性-------------------------------------------------------- 17
3.3 流程範例--如何快速架設語音查詢系統------------------------------ 24
3.4 e-UMS3.6介紹--------------------------------------------------------- 26
3.5 e-UMS3.6功能-------------------------------------------- 28
3.6 e-UMS語音範例------------------------------------------------------------- 33
3.6.1 來電留言----------------------------------------------------- 33
3.6.2 信箱主人聽取留言------------------------------------ 35
3.6.3 來電傳真-------------------------------------------- 38
3.6.4 信箱主人索取傳真---------------------------------------------------- 39
四、 聲紋辦認應用於電話自動總機------------------------------ 40
4.1 語音產生之數位模式------------------------------------------------- 40
4.2 語音訊號前置處理-------------------------------------------------- 41
4.2.1 能量量測----------------------------------------- 42
4.2.2 越零率量測------------------------------------------- 43
4.2.3 語音信號切割---------------------------------------- 44
4.3 特徵值的抽取-------------------------------------------------- 46
4.3.1 取音框、預強調及乘上漢明窗----------------------- 46
4.3.2 自相關函數分析-------------------------------------- 48
4.3.3 線性預測分析---------------------------------------- 49
4.3.4 倒頻譜分析----------------------------------------------------------------- 51
4.4 向量量化------------------------------------------------------------------- 52
4.5 隱藏式馬可夫模型--------------------------------------------------------- 53
4.5.1 模型定義---------------------------------------------------------- 53
4.5.2 正運算與逆運算機率---------------------------------- 55
4.5.3 維特比(Viterbi)演算法---------------------------- 58
4.5.4 波氏重評估公式------------------------------------ 60
4.6 驗證門檻的訂定------------------------------------------------------------ 62
4.7 架設Dialogic卡於電腦----------------------------------------------------- 67
4.8 ASP.NET網頁會員註冊系統--------------------------------------------- 68
五、 結論與展望------------------------------------------------ 74
參考文獻 ---------------------------------------------------- 76

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[2]、Vivian Jiang,” Building Your Call Center with Genesys”,pp.1-23

[3]、程曦資訊, e-Talk V3.5系統使用手冊,2001年1月

[4]、程曦資訊,e-UMS使用手冊,2001年1月

[5]、陳明熒著,PC電腦語音辨認實作,旗標出版有限公司,pp.14-43,70-96,1994

[6]、Xiaolin Li,“Training Hidden Markov Models with Multiple Observations-A Combinatorial Method” ,IEEE Transcations on PAMI, vol .PAMI-22,no. 4 ,pp371-377,April 2000.

[7]、Lawrence R. Rabiner, “A tutorial on Hidden Markov Models and Selected Applications in Speech Recognition”,Proceedings of IEEE,vol. 77,no.2,Febauary 1989

[8]、Waleed H.Abdulla and Nikola K.,“The Concepts of Hidden Markov Model in Speech Recognition”1999

[9]、Rabiner, L.R. and Juang,B.H.,“An Introduction to the Hidden Markov Model”, IEEE ASSP Magazine, pp.4-16, Jan. 1986.

[10]、Naik, J.M.,“Speaker Verification: a tutorial,”, IEEE Communications Magazine, Vol. 28, No. 1, pp.42–48, Jan. 1990.

[11]、陳惠貞、陳俊榮編著,ASP.NET程式設計,學貫出版有限公司,pp. 17-24~17-64
,21-2~21-28,2002年9月