The Development And Testing Of Call Center System

Call Center System is a system of realizing communication, services and production control, which reasonably deals with information and material process and manages them by advanced communication and computer technology.Call Center System is widely used in the world, including aviation, telecom, finance, insurance, manufacture and service etc. Telecom has used Call Center System for a long time in the world and achieved good result. At present, manufacture and service build Call Center System one after the other and increase at high speed. With the development of network, database and Object-Orientation technology, Call Center System can meet the requirement of more customers accessing. Call Center System shortens the distance of between corporation and customer, which can give more profit to corporation. According to statistic data of CTIForum, Call Center Seat would be developed with annual increase rate of 51.6%, Call Center System will bring quite excellent benefit. The product of oversea Call Center System has perfect function, but all products orient special trade or are developed according to the requirement of customers, so the products lack all-purposed ability. After products are finished, if customers put forward to add or update function, programmers have to coding newly. That wastes time and resource. The Call Center System, author is pursuing, is primary production of JiLin 5678 Co., Ltd. The company developed Call Center System with all-purposed ability according to people-oriented rule, which meets the varied requirement of customers. The final purpose of this system is to realize the dynamic building and management for business function, under the direction of distributed theory, based on the electronic data base, as well as the Call Center structure displayed in the form of net page; it makes the system with more power all-purposed ability and can meet market's need.This article adopted software engineering idea of object-orientation, according to the process of requirement, analysis, system design, object design, realization and test, adopting UML modeling mode. The main reason is: the program analysis and design of object-orientation excelled that of traditional structure, its advantage is and it is expected to solve two main problems of software engineering----the control to software complexity and the raise in software production. Besides, it also accord with the human thinking custom, and can naturally represent entity problem in the realism world, it has significant meaning for software development process. UML is a kind of modeling language with good definition, easy to express, strong function and general application. It has blended the new thought, new method and new technology in the field of software engineering. In fact, UML has become an industry standard and gained ground. In field of computer, software industry and business, UML has become a unified tool used to model a variety of systems, describe system structure, business structure and business process.I have traversed the following aspects: theory research of Call Center, based on collecting a great deal of information, discussed the system structure, function module and key technology for Call Center, demonstrated the advantage of Call Center with all-purposed ability from market aspect; requirement survey, survey the requirement problem to Union Co., enable the establishment of Call Center System to combine the fact and solve fact problem; the design of Call Center System based on the J2EE platform, according to the method of Object-Orientation, adopted UML modeling mode, scientifically put forward system structure of Call Center System, subsystem design pattern and conception species chart, settled a foundation for detailed Call Center System design and realization. Realization and test to Call Center System based on the J2EE platform, this system is developed by Java, take the class as unit, particularly introduced the realization of methods in establishing dynamic net pages, and put forward to adopt JUnit tes...