呼叫中心平台Web服务的设计与实现

发布时间：2018-09-01 15:28

【摘要】：随着社会经济的不断发展,呼叫中心系统作为客户与企业沟通的重要手段,越来越多的行业开始关注呼叫中心,这对呼叫中心平台提出了更高的要求。呼叫中心业务在不断地丰富,数据量也在成倍增加,平台的数据管理能力应跟上需求增长的步伐。如何为复杂多变的业务场景提供数据服务和适应复杂的数据中心组网方式,成为呼叫中心亟需解决的问题。针对当前呼叫中心平台存在的问题,为了实现在复杂数据中心组网方式下稳定地为多个呼叫中心平台同时提供数据服务的目标,本文提出使用Web服务方式实现企业数据管理功能,并在数据管理功能与数据中心之间增加网关代理功能,用于屏蔽与不同数据中心通信带来的影响。为克服实现既能在分布式数据中心间进行负载均衡,又能在灾备数据中心间进行同步的这一工作难点,本课题采用策略配置的方式对网关代理功能进行控制。此外,在数据管理功能的设计中,将对不同数据的管理功能设计为扩展功能,以支持平台的可扩展性,也为Web服务同时向多个平台提供数据服务提供了支持。本文首先介绍了呼叫中心平台研究背景和相关技术,然后以呼叫中心平台的应用用场景为出发点,分析了呼叫中心平台的功能需求,并进一步分解和细化了Web服务的需求。在需求分析的基础上,给出了 Web服务的总体设计,将其划分为数据管理模块和网关代理模块,分别细化了各个模块的功能,定义了模块间的接口和模块工作流程。基于需求分析和总体设计的工作,定义了 Web服务关键功能的所有类图,阐述了关键功能的实现过程。在完成所有设计与实现的工作之后,本文介绍了测试环境、测试用例、测试结果等,完成了功能原型的验证。最后,本文总结了 Web服务的研发过程,并进一步展望了未来的研究方向。
[Abstract]:With the development of social economy, call center system is an important means of communication between customers and enterprises. More and more industries begin to pay attention to call center, which puts forward higher requirements for call center platform. Call center business is being enriched and the amount of data is increasing exponentially. The data management ability of the platform should keep up with the increasing demand. How to provide data service for complex and changeable business scenarios and how to adapt to the complex data center network is an urgent problem to be solved in call center. Aiming at the problems existing in the current call center platform, in order to achieve the goal of providing data service for multiple call center platforms at the same time under the complex data center networking mode, This paper proposes to use Web service to realize enterprise data management, and to add gateway agent between data management and data center to shield the influence of communication with different data center. In order to overcome the difficulty of load balancing between distributed data centers and synchronization among disaster preparedness data centers, the gateway proxy function is controlled by policy configuration. In addition, in the design of the data management function, the management function of different data is designed as an extension function to support the extensibility of the platform, and it also provides support for Web services to provide data services to multiple platforms at the same time. This paper first introduces the research background and related technologies of call center platform, then analyzes the functional requirements of call center platform based on the application scenarios of call center platform, and further decomposes and refines the requirements of Web services. On the basis of requirement analysis, the overall design of Web service is given, which is divided into data management module and gateway proxy module. The functions of each module are refined, and the interface between modules and the module workflow are defined. Based on the work of requirement analysis and overall design, all class diagrams of key functions of Web services are defined, and the implementation process of key functions is described. After completing all the design and implementation work, this paper introduces the test environment, test cases, test results and so on, and completes the functional prototype verification. Finally, this paper summarizes the research and development process of Web services, and looks forward to the future research direction.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP393.09

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