The Design And Implementation Of Monitoring System In Distributed Call Center

According to the monitoring needs of a Electric Power call center, a monitoring system based on distributed call center has been designed and developed. The original information of the target system can be obtained by access to log information that saved by target system. To obtain the target system's application logic, the further processe of the original information were taked, and then the purpose of monitoring the status of Agent and the status of phone call was achieved.On the basis of the requirements analysis, the overall architecture for monitoring system based on distributed call center has been designed by this paper. And a messaging system was designed and a message-driven mechanism was used to manage and organize the distribution of the monitoring nodes. Then the processing of the target system's log-files was introduced, which describes that how to deal with the original log file to be an effective message sequence. And then paper explains how to translate the message sequence chart to State transition diagrams which using the message sequence as its action, by further processing, the state transition diagram was made into state matching template of Monitoring system. Finally, according to the information module and the state matching template achieved earlier in this article, state matching process was designed, base on which two kinds of methods for anomaly detection were made.