Real-time Helpdesk System Architecture Approach for e-

Learning using Asterisk

Prajaks Jitngernmadan

Kanuengnij Kubola

Faculty of Informatics, Burapha University

www.informatics.buu.ac.th

IEC 2015

July 22nd, 2015

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Outline

Objectives IntroductionTechnologiesModel designing ImplementationVoice Quality EvaluationConclusion/Discussion

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Objectives

To design a unified communication architecture approach with existing hardware and software technologies

To implement and evaluate the unified communication prototype

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Introduction

One of the most important components that can drive a distance learning to a success is the communicationsignificant role in knowledge transfermore important in a distance learning

because the way to understand learning materials has been changed

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Introduction

Traditional frontal classroomteacher can communicate with students verbal and

non-verbal directlyDistance Learning/e-Learning

students have to interpret the learning materials by themselves according to prior knowledge and experiencesCan lead to misunderstanding and confusion

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Introduction

SolutionA sophisticated communication system

Real-time communicationUnified with existing e-Learning (web-based)Use of existing hardware and software technologiesLowest-priced implementationFree of charge for usersIntuitive and user-friendly

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Introduction

Existing communicationsEmail, web board or forum, and live chatting

Problem: Text-based and can be misinterpreted

Telephone/Mobile PhoneProblem: expensive

Social Network: Facebook, twitter, Pinterest, InstagramProblem: private, misspelling => misunderstanding

VoIP over web browser our solution!

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Technologies

Server sideAsterisk

A complete software-based IP-PBX (Internet Protocol – Private Branch Exchange)

Open source (free of charge)Runs on a Linux operating system (free of charge)Builds communication over InternetNo need of additional hardware for IP communicationFeatures such as IP-PBX system, VoIP gateway, conference

calling, voice mail, IVR (Interactive Voice Response), automatic call distribution, etc.

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Technologies

Client sideFor students

Java applet called “Peers”Embedded in a web browserJava Runtime Environment (JRE) installedHeadset (Headphone and Microphone)Fast Internet connection

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Technologies

Client sideFor teachers

IP Phone orVoIP software (Softphone) such as X-LiteHeadset (Headphone and Microphone)Fast Internet connection (more than 100 MB/Sec)

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Model Designing

Physical: Communication Infrastructure Modelbased on existing ordinary computer network

systemadd a minimal component to the system, namely

the Asterisk serverAsterisk server could be an old computer running Linux

operating system with Internet connection and Asterisk software.

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Model Designing

Physical: Communication Infrastructure Model

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Model Designing

Physical: Communication Infrastructure Model VoIP calling is managed using the Asterisk server Students can contact the teachers by using only an appropriate web

browser Asterisk server links the voice data to the internal existing extensions The internal communication can be done using the Local Area

Network (LAN) Several implementations of client for teachers can be done using,

e.g. IP Phone, Computer-based Softphone with headset, Analog Telephone with ATA, or wireless communication over the wireless LAN using a smart phone with IP Phone application installed

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Model Designing

Logical: Application ModelJava applet embedded in a web browserModified VoIP client called Peers

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Model Designing

Logical: Application Model

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Implementation

Web2PhoneScenario

A student clicks on the contact button on a web browserPeers Java applet appears and establishes the real-time

communication with the Asterisk IP-PBX serverHe/she will hear a calling signal until someone picks up the callOn Asterisk IP-PBX server side, the connection to the internal

extension will be establishedIf the extension is free, the communication between student and

teacher will be createdThey can then talk to each other in real-time without any cost.

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Implementation

Web2PhoneScenario

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Implementation

Web2PhonePrototype

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Voice Quality Evaluation

ServerAn old computer with Asterisk installedSet up at S-Building with unmodified computer network

ClientSoftphone installed in a notebookSet up at A-, C-, L-, and K- Buildings on Burapha campus

Each building locates more than 200 meters far away from S-Building

LAN or WIFI connection

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Voice Quality EvaluationBuilding  Connection

Type Time range Packets (Bytes) Lost

C LAN 10.00-10.30 2372 0(0.0%)

C WIFI 10.00-10.30 1960 0(0.0%)

K LAN 10.30-11.00 5661 0(0.0%)

K WIFI 10.30-11.00 3612 0(0.0%)

A LAN 11.15-11.40 8204 0(0.0%)

A WIFI 11.15-11.40 8211 7(0.1%)

L LAN 14.10-14.25 9001 0(0.0%)

L WIFI 14.10-14.25 9405 14(0.1%)

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Voice Quality Evaluation

Voice data are encoded with codec G.711awhich is the best quality for VoIP

The data collecting time ranges are in the main activity time of the university

The column Lost represents the lost data packets during data transferthe more lost the less of qualitydespite some lost data packets, the whole communication

can be seen as a very good and acceptable voice transporting system

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Conclusion/Discussion

BenefitsReal-time communicationUnified with web-based e-LearningOff-the-shelf hardware and softwareMinimal change and low-priced implementationFree of charge for usersEasy to use and intuitive

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Conclusion/Discussion

Evaluation shows that the usual computer network can service this real-time voice calling communication

The quality of voice depends on server performance, and network bandwidth

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Conclusion/Discussion

The future work is to do performance test such as concurrent calling, and infrastructure test for real use

To optimize the communication process and the student user interface due to the Java plug-in embedded in the web browser, the students have to allow the communication between Java applet and Asterisk IP-PBX serverThis sometimes can cause the high memory

consumption and web loading latency

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Thank You