The Implement Of Custom Workflow In Telecom CRM

Telecom CRM(Customer Relationship Management) System conform to China telecom ITSP layout, adopt advanced Browser/Server(B/S) based on SOA construct and J2EE technology ,gather with current system and data ,in order to new system develop and run provide a uniform platform, data and integration method. Concretely, via EAI(Enterprise Application Integration) technology achieve various subsystem integration, via BPM(Business Process Management) unitive manage for full of operation flow, via ODS(Operational Data Store) achieve consistently store for shared data, operation accept with unitive user interface, finally achieve full of operation accept, full of channel connect, all of customer service.CRM(Customer Relationship Managerment)'s maximal characteristic is Integration,may come true current manifold operation amalgamation. The Integration operation management, benefit for telecom CRM form Integration user information in various operation, make a base for synthesis data analyse and decision-making, in order to provide a all right support for operation unit;achieve CRM consistent systematic structure, easy to management and maintenance, improve efficiency.CRM change telecom anciently disorder state, base on customer first service notion, between various subsystem cooperate each other with uniform interface, adopt mainstream ORACLE database platform unify to store customer information all of province telecom, via among data layer, atom service layer, interface layer, operation logic layer, interface layer intermodulation achieve operation transaction.We may provide flexible customize and various operation random extend function for customer. Timely data collection, worker may fulfill in several second for operation accept, in deed come true customer service in "fulfill in a table" , "fulfill in a bill".In the thesis, for telecom CRM confused,mixed and various operation characteristic, mostly discuss based on Browser/Server and J2EE-based Construct technology, construct enterprise distributing application program, particular introduce Telecom CRM and workflow design idea, design goal and system achieve. Wholesystem run on LINUX operation system, Web service run on BEA Weblogic Platform.