基于工作流的CATI系统的后台支持

发布时间：2018-12-31 10:43

【摘要】：计算机电话辅助访问系统(CATI),为了实现呼叫中心的主要增值业务需求,往往在业务管理功能上存在着扩展困难、开发成本过高的不足。本文针对传统CATI系统设计的不足之处,重新设计和实现了呼叫中心CATI系统中的业务管理功能,将工作流的相关技术和思想引入CATI系统。工作流引擎作为本系统的核心组件之一,主要角色就是充当业务流程的自动化管理者。本系统将工作流引擎作为底层基础组件来控制业务流程的运行跳转,旨在提供一套满足CATI业务要求的、弱耦合的、业务自动化并且功能丰富的系统。针对呼叫中心对于CATI系统的基本需求,本文提出了一种全新的架构方式。该架构中的模块之间互相以松耦合形式进行交互,具体形式使用了 HTTP消息,系统总线等。所用模块包括工作流引擎模块,工作流网关模块,呼叫中心平台模块,后台管理模块,数据库模块等。本文主要实现了后台管理模块和工作流网关模块。后台管理模块作为整个系统与前端交互的门户,使用了传统和普遍的web服务器MVC架构以保证开发效率和质量。在与呼叫中心底层平台进行交互时,引入了 Webservice中Apache的axis作为客户端代理技术。为满足工作流网关稳定、轻量级、易扩展的要求,工作流网关使用了RabbitMQ消息中间件和Netty网络框架,分别作为系统总线和HTTP服务器的核心技术。在进行了需求分析与相关关键问题的探讨后,本文给出了模块的详细设计与实现。本文针对各子模块设计与实施了测试用例,测试结果证明本文中业务管理功能模块的设计与实现符合要求,最后进行了全文总结。
[Abstract]:In order to realize the main value-added service requirement of call center, (CATI), often has some difficulties in extending the service management function, and the development cost is too high. Aiming at the shortcomings of the traditional CATI system design, this paper redesigns and implements the business management function in the call center CATI system, and introduces the relevant technology and thought of workflow into the CATI system. Workflow engine as one of the core components of the system, the main role is to act as the automation manager of business processes. This system uses workflow engine as the underlying component to control the operation and jump of business process. It aims to provide a set of weakly coupled, automated and functional systems that meet the requirements of CATI business. Aiming at the basic requirement of call center for CATI system, this paper presents a new architecture. The modules in this architecture interact with each other in loosely coupled form, using HTTP message, system bus and so on. The module includes workflow engine module, workflow gateway module, call center platform module, background management module, database module and so on. This paper mainly implements the background management module and workflow gateway module. As the portal of the whole system and the front end, the background management module uses the traditional and universal web server MVC architecture to ensure the development efficiency and quality. When interacting with the bottom platform of call center, the axis of Apache in Webservice is introduced as client proxy technology. In order to meet the requirements of stable, lightweight and extensible workflow gateway, workflow gateway uses RabbitMQ message middleware and Netty network framework as the core technology of system bus and HTTP server, respectively. After analyzing the requirements and discussing the key problems, this paper gives the detailed design and implementation of the module. The test cases are designed and implemented for each sub-module in this paper. The test results prove that the design and implementation of the business management function module in this paper meet the requirements. Finally, the full text is summarized.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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