Design And Implementation Of Command And Dispatching System

Call center based on the CTI technology has become a hot spot of the development of communication technology. It can not only process traditional telecommunication, but also the fax, the email and the SMS (Short Message Service) and the other form of media information. Because the CTI technology combines the advantage of computer system and communications system, it can provide services which are intelligence call based on call data matching, call monitoring, screen management, voice service and so on, and provide target-oriented service for the command and dispatch system and enhance working efficiency greatly. Meanwhile, many issues occurred with wide geographic span, it needs public security of all level and the government cooperates fully to deal with the issue effectively, but the traditional dispatch way has restricted the quick linkage of public security and government of all level. Therefore an automated way is greatly needed to substitute the existing way in order to enhance working efficiency and the informatization level, auxiliary to make quick decision of big issue, and realize flattening commanding and dispatching.The dispatching management business, including telephone dispatching module, record management module, fax management module, SMS management module, GIS linkage module and other module likewise, need to realize various ways of commanding and relative resources management. By utilizing the Computer Information Network, it manages to operate the acceptance, deployment, monitoring, verifying, archiving of the case online, which is exactly the key function of commanding center. Among all these modules, telephone dispatching serves to support the commanding center by intelligent telephone dispatching. Through real-time calls collecting, archiving and managing, recording management module is working as material backups. Fax module provides non-paper fax function for the commanding center, which also helps in case processing and decision distributing. GIS module supports the commanding center by sending calling requests in WebGis system. Mail module realizes functions like mail broadcasting, reminding and mail managing. Message module supports the center by achieves the function of E-message.The Alert Information business is consist of telephone dispatching, data service, access control management, event notifying and etc. it provide the office automation support to command center and offer analysis to the alert information. Telephone dispatching provides the job of alert reception and dispatching a new information management process. Data and Information Service module provides services, such as information indexing, statistic analyzing and etc, for the public security and related linkage departments throughout the province. When serious criminal case or terrorist activities reported, the system would provide relative information and thus help the relative decision-maker make right & prompt deployments. The system also employs the access control module to enhance the system's security. The reminder module implements the shifts event management function for the center.The essay mainly introduce the whole development process of the Command and Dispatching system, including the requirement analysis, system overall design, preliminary design and implementation of system.In the phrase of requirement analysis, facing the rapid changes and uncertainty of requirement, we use the fast prototype model to carry on iteration development to understand user's requirement better. After overall evaluation of system's feasibility, usability and the cost of software and hardware, we propose system's functional requirement which divide the system into two parts that is Dispatch Management and Alert Information Management. The Dispatch Management mainly realizes various ways of commanding and dispatching and manages corresponding resources. The Alert Information Management provides office automation support for reception and dispatching the alert,manages and analyzes the corresponding data.In the phrase of system design, we mainly focus on system's reusability, maintainability and extension based on the view of software engineering. Logically, we divide system into four layers: presentation layer, business control layer, database access layer and database layer. The layer pattern reduce the maintenance workload when the requirement changes. In the process of system design, we use object-oriented method and utilize the design pattern to reduce the coupling of the system and enhance the extensibility and maintainability. Meanwhile, we extract the module which has the universality, for loose coupling and to enhance the reusability and universality and satisfying user's customization requirement.In the phrase of system implementation, to deal with the insufficiency of the design, we carry on the optimization constantly not only on the level of architecture, but also on the level of implementation detail for the maintainability and the efficiency of the system. The development of command and dispatching system and the promotion of business flow is an accumulating process. Only constantly optimization technology platform and software framework can guarantee the stability and adaptive of system, and improve the quality of system.The system has already given to customer for use, and put into actual operation according to implementation strategy and got positive response from customers which prove the system meet user's requirement and improve efficiency of the command center.