| ★Today that competition of marke become vigorous gradually, Along with the replaceable production bring continuously, traditional postal service business is heading for to atrophy gradually, and already affect seriously the living and development of postal service business enterprise.Set up the "GuiYang Post customer Service Center System", provide for customer service of "on tine ,no store, order",what have important meaning to GuiYang post terminal for exert it's competition ability adequately.★"GuiYang Post customer Service Center System" is a large business applied platform that has been set up by GuiYang Post in 2004. It use CTI technique ,IVR technique ,IAS technique database technique, large synthesize to apply the network technique as means,carry it's point which provides a large business applied platform function strong and port open for GuiYang Post. Author attends that item work, then writes this thesis which include:★The designs of system structure use modularization delamination idea, at logical make up of connect layer,control layer, support layer, realize layer four-part, connect layer,control layer, support layer constitutes the intelligence business handles terrace, have the characteristics of business irrelevant, stability, with norm etc. The realize lzyer set up business function by programmed. The variety of the business layer can't affect the run of support; and after support layer had been optimized and expanded, the function of all business layer will be expanded.★It analysed requirement requirement that production department and operation department had sue., the main function that demand realizes of this systems includes:★(1)Handle phone function: It realizes the PSTN connects with calculator system., It used the CTI( Computer Telephony Integrate) technique, realizes that the calculator system controls the telephone system complete.at the same time the work of telephone system message the calculator system through the event, it making the two system integrated close.★(2)Data visit function:it has been realized at the third party information port application server. The third party information port application server complete the function that visits the data of outside system transparent.★(3)Alternant speech function: It cooperates with CTI to complete the work that alternant speech deal with and make it be a speech center.★(4)Business manage function: it includes function of complain and suggest,function of query and consultation,function of business transaction,function of increment;function of account,function of manager daily,function of decision-making.This thesis analyzing necessarily the security of system from the host system safety, network safe, the database safety etc.We have tested thia system through practical case,the result show:the system have business function basal already, for example,the user can transact business he need by call the code and then follow the speech navigation system; Telephonist can transact the business for customer need,and then system send the message that it received to the business department automatically;After the business had been fulfilled,the business department give nitice to the call center,the system remind the telephonist to revert to the customer;The manager subsystem analyses and sum the data that get from client then make report every day,then the supervisor can get the business data and analyse result through the decision-making subsystem.All of this tests are recognized from business manager department and business manufacture department,it can be used in practice on the whole,it let the post business become be seasoned with customer from counter server.Through by decision-making subsystem ,it can provide gist of decision scientific and measurement, it's expansion and application are so good. |
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