Design And Implementation Of Cloud Computing Call Center Management System Based On J2EE

In modern society, the call center business has become a key factor in the trade war; more and more companies have realized high-level call center is that they can win in the competition as a favorable weapon. Cloud computing has become one of the hottest applications in 2010, more than 70% of U.S. companies have used cloud computing. With different levels of cloud computing applications and services come from Microsoft, IBM, Amazon and other industry giants rolled out, the new technology has gradually converged with the call center. The core of cloud computing call center to provide services in the form of rent to customers, then a graphical, user-friendly cloud computing call center management system for customers and operation managers will be a key to win.This paper first issue a brief introduction to the background, then introduces J2EE, Struts, Spring, iBATIS, Web Service, WebDAV and other technologies in the process of designing and implementing cloud computing call center management system.Then the paper expounds the system requirements analysis of cloud computing call center management system in accordance with the software engineering work flow and describes the requiresments from two aspects-functional requirements and non-functional requirements. Functional requirements are mainly requirements in terms of system function; non-functional requirements concern on performance requirements, user experience and so on.After requirements analysis, the paper introduces the system's overall design concept and framework briefly after requirements analysis, then gives a full description of extension information management module, agent information management module, manual service information management module, manual task information management module and number file management module.After introduction to system design and implementation, the paper describes the system testing process by the examples of extension information management module and agent information management module. System testing further ensures software quality.Finally, the paper summaries up all the paper content and the work of the author during post-graduate time and propose the next step in the content and direction of future work.