| In recent years, as the development of the new information technology, the competition in the market has becoming more fiercely. How to enhance the core competitiveness of enterprise and establish a good impress become one of the issues that has to be resolved for every modern enterprise. Establishing a modern call center system not only can achieve the goal, but also can enhance the service quality of customer and promote the business development. First of all, this article discusses the background of the subject, the basic concept, the development and the constitution of the call center. Secondly, the article introduces the basic concept of J2EE, the multilayer structure of the web application and the lightweight opensource framework . On this basis, the author describes the call center of the travelsky that the author takes part in and put the emphasis on the implementation of multimedia task module. Because the multimedia task module is built on the framework of the travelsky call center system, the article introduces the business framework of the call center system in general, analyses the system model of the software platform of the call center which is based on Webwork , Hibernate and Spring framework ,discusses the integration of the three open source framework and the implementation, service that it offers of each layer of the software in-depth.On the basis of the understanding of the framework and requirement of the system in general, this article describes the requirement, the development process and development methods of the multimedia task module that the author developed. Firstly, the article describes the requirement of this module and discusses the whole process of how the multimedia task accesses into the call center, the definition of the role of this module and the services that the module offers for each role. Secondly, the article describes the multilayers of this module, the implementation of each module ,the design of the relevant table in this module and the relationship between the tables. Thirdly, the article describes the design and implementation of many functions in this module in detail, such as the management of multimedia task, the reply of the multimedia task, the assignment and release of the multimedia task, the show of the content of multimedia task, the parse of the mail and so on. At the end of the article, the author has given the testing result of this module in real enviroment, the summary of the whole article and his own ideas of issues in the project that can be improved. At present, the call center has been put into real use and gained the high praise of the customer. |
