The Design And Exploration Of The System Of Construction Administration Committee's Call Center

Construction Administration Committee's 12319 Call Center is a special kind of call center with Chinese characteristics popularized by government. It has the common features possessed by normal ones, except for some uniqueness. This dissertation discusses many characteristic facets of building 12319 Call Center such as the requirements, solutions and designs in order to provide a set of valuable references for other cities while being stuck with planning the selecting solutions and models.At first, this dissertation introduces a concise theory and history about call center. Then the characteristic of requirement is analyzed in detail and a preparatory solution is presented. Based on that, the distinctions between traditional PBX/CTI and advanced VoIP are analyzed. The suggested solutions of these two modes are provided. As for application architecture, several important design principles and indispensable modules are advised.In this dissertation, the view that worksheet management should be the most important concernment during the process of design is first proposed. The content of worksheet management is discussed and a simple model of worksheet is presented. Then a set of typical figures about the relationship between worksheet state and role's operation is listed. At the end, the implementation of Tianjin 12319 Call Center is given and the examples of adopting Ajax technology in real project are introduced.This dissertation is a summary on a tentative exploration of Construction Administration Committee's Call Center.