呼叫中心智能路由系统的设计与实现

发布时间：2019-01-23 17:43

【摘要】：建设呼叫中心平台是提高企事业单位服务质量的重要途径。软件技术的快速发展促使呼叫中心体系结构发生重大改变,路由系统作为呼叫中心不可或缺的一部分,始终以软件中间件形式存在,在呼叫中心其他模块迅速发展时却没有重大改进。随着不同呼叫中心拥有的坐席差异性越来越大,传统路由系统已经不能满足所有呼叫中心的业务需求,迫切需要一款路由系统满足不同大小呼叫中心平台的路由需求。本文设计并实现了一款智能路由系统,将每个独立的路由功能都表示为一个路由节点,并提供可视化配置界面设置路由节点参数,让呼叫中心管理员能够按需将多个路由节点连接到一起,配置出满足不同业务需求的路由策略。智能路由系统解决了传统路由系统不能按需更改呼叫中心业务的缺点。论文首先分析了路由系统的应用场景,在此基础上,对路由系统进行需求分析,抽象出路由系统需要实现的路由节点,并提出系统设计原则。根据系统需求和设计原则,设计系统架构,并将系统分为通信模块、路由节点模块、解释执行模块和IRD模块,并分别对每个模块进行概要设计。根据模块间关系,论文将系统划分为三个部分:路由分配算法、路由功能和路由策略设计工具(IRD)。并对每个部分进行详细设计与实现。路由分配算法部分首先论述了路由分配算法设计模型,然后从简单到复杂,设计实现了多种路由算法,本文设计并实现的路由算法有:统计类路由算法、基本路由算法、服务水平路由算法和负载均衡路由算法。路由功能部分依次阐述系统组成模块的设计实现:首先,基于Netty框架设计并实现了通信模块,接着,采用XML技术对路由节点进行设计,并根据节点格式设计节点解析器,然后,论文实现了每个路由节点需要执行的业务逻辑,最后,采用多线程模型设计了执行器,按序执行路由策略中的每个路由节点。最后,基于B/S框架,采用三层架构模型,论文对路由系统的IRD进行了设计与实现。文中首先基于JQUERY、开源框架GooFlow等Web技术实现UI层,接着采用Mybatis持久层框架、XML存储技术完成不同业务数据的存储。论文最后对路由系统进行了功能测试和性能测试。功能测试按模块进行,测试结果表明本文设计的路由系统能够良好工作,实现了所有预期功能;通过模拟大量并发请求,对系统CPU、内存和网络进行负载测试,结果表明本文设计的系统并发量较大,系统具有较高可靠性、稳定性,能够满足不同大小呼叫中心的业务需求。
[Abstract]:The construction of call center platform is an important way to improve the service quality of enterprises and institutions. With the rapid development of software technology, the architecture of call center is changed greatly. As an indispensable part of call center, routing system always exists in the form of software middleware. There was no significant improvement in the rapid development of other call center modules. With the increasing difference between different call centers, the traditional routing system can not meet the business needs of all call centers, so it is urgent to have a routing system to meet the routing needs of different call center platforms. In this paper, an intelligent routing system is designed and implemented. Each independent routing function is represented as a routing node, and a visual configuration interface is provided to set the routing node parameters. It enables call center administrators to connect multiple routing nodes together on demand and configure routing strategies to meet different business requirements. Intelligent routing system solves the shortcoming that traditional routing system can not change call center service on demand. Based on the analysis of the application scenario of the routing system, this paper analyzes the requirements of the routing system, abstracts the route nodes to be realized by the system, and puts forward the design principles of the system. According to the system requirements and design principles, the system architecture is designed, and the system is divided into communication module, routing node module, executive module and IRD module, and each module is designed briefly. According to the relationship between modules, the system is divided into three parts: routing assignment algorithm, routing function and routing policy design tool (IRD). Each part is designed and implemented in detail. In the part of routing assignment algorithm, the design model of routing assignment algorithm is discussed firstly, then from simple to complex, various routing algorithms are designed and implemented. The routing algorithms designed and implemented in this paper are: statistical routing algorithm, basic routing algorithm, and so on. Service level routing algorithm and load balancing routing algorithm. Firstly, the communication module is designed and implemented based on the Netty framework. Then, the routing node is designed by XML technology, and the node parser is designed according to the node format. In this paper, the business logic of each routing node is implemented. Finally, the multi-thread model is used to design the executor to execute each routing node in order. Finally, based on the B / S framework, this paper designs and implements the IRD of the routing system by using the three-tier architecture model. In this paper, we first implement the UI layer based on Web technology such as JQUERY, open source framework GooFlow, and then use Mybatis persistence layer framework, XML storage technology to complete the storage of different business data. Finally, the function and performance of the routing system are tested. The test results show that the routing system designed in this paper can work well and achieve all the expected functions. By simulating a large number of concurrent requests, the system CPU, memory and network load tests are carried out. The results show that the system designed in this paper has a large amount of concurrency, high reliability and stability, and can meet the business needs of call centers of different sizes.
【学位授予单位】：西安电子科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TN99

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