Design And Implementation Of Call Center Unified Routing System

In this paper, the design and implementation of a unified routing system based on double-matrix model is presented, according to the demand of the actual projects author participated in and the development trend of the domestic call centers. The system supports Telephone, SMS, Email and other multi-media access requests in unified access, unified queuing and uniform resource allocation.Through the analysis of the current ACD technology, a system architecture of the Unified Routing System has been presented by adopting the modular design concept in this paper, including Unified Access Module, Unified Routing Processing Module, Visual Management Tools three parts. Unified Access Module interacts with multiple access servers by defining a unified message format. Unified Routing Processing Module designs a routing processing mechanism based on double-matrix model, to achieve the integration of Multi-media access requests routing processing. Double-matrix model consists of Access Points, Queues, and Process Groups three components, are designed and implemented by adopting object-oriented method. a variety of queuing algorithms and resource allocation strategies are designed in this paper, in order to optimize the routing process of the requests. Visual management tools adopt Socket technology to establish the connection and interact with Unified Routing Processing Module, enable users to remotely manage and monitor Routing System.After unit testing, integration testing and system testing, Unified Routing System has been applied to the project of the Software Institute Postal Software R&D center implemented, and achieved good results.