Study On Technical Framework Of Integrated Manual Platform System And Its Implementation

The telecommunication companies have been realizing the importance of trying for clients and the necessity of perfecting service under the great background of severer competition and deeper system innovation in the current telecommunication industry. At present, Jilin Unicom has developed a large amount of mobile phone users and provided wide space for various added-value services. However, many rather interesting added-value services developed slowly and had lower user pervasion rate due to relatively single development mode and development method. The development potential has not brought into play sufficiently. Jilin Unicom needs a reliable development method for added-value services. The involved services of integrated manual platform can develop the current added-value services of the company with high efficiency and reliability and mine the development potential of these services sufficiently.There are many involved technology fields of constructing an integrated manual platform, such as telephone exchanging technology, ACD technology, speech technology, network technology, WEB technology, database technology, UNIX host technology and Windows programming technology. Thereinto, ACD function is that the system arranges system resource in reason and assigns the call to the most suitable telephonist automatically. The stand or fall of ACD function implementation in the integrated manual platform is vital to the stability of the system and the success of the whole system.There are seven chapters in this thesis.The first chapter analyses the requirement of the telecommunication operating corporation to the integrated manual platform and expatiates the meaning of studying the technology framework of the integrated manual platform.The second chapter introduces the system structure of the integrated manual platform. The integrated manual platform adopts the hierachical structure, which has three layers: access layer, core layer and application layer. Each layer performs different tasks. The access layer achieves the communication of the system to the outside and the interface operation. The access layer can support multimode of access and user accessing, such as telephone and Internet accessing, and short message. At the same time, it can also support the connection to other systems such as information source, other service platforms and the third party system and return the processed feedback information to the user or other systems. Furthermore, the access layer can provide the extension to the potential new accessing mode of the future. The core layer takes charge of the creation and management of the service, operation administration of the call center, network management, cooperation management, short message and information search, maintenance and authentication and charging. The application layer is responsible for processing concrete services such as changing-number announcement, personal assistant and festival reminding. The application layer consists of various service units according to different services provided. Each service unit is used to achieve concrete service.The third chapter studies the solution of the integrated manual platform. The main idea of the ACD scheme is to open CTI-Link interface, develop extended function on the basis of exchange and ACD and realize the combination of communication and computer by using CTI technology. The core technology of the integrated manual platform derives from the CTI of the call center, which is the combination outcome of the computer and communication. The study of the ACD scheme indicates that the ACD scheme can guarantee the reliability of the system effectively and exert the capability of the computer sufficiently. Each subsystem has definite system function, mature international standard, which benefits for the manufactures of every subsystem to form large scale industry to reduce the integrated cost of the system. The core idea of the computer scheme is to integrate various speech processing cards, such as speech card, fax card, seat card and conference card. These cards are connected through interconnection bus to realize the function of line switching and the functions such as communication interface, speech processing, fax processing, seat forwarding and conference. The line exchange between different resources is realized by interconnection between cards. The computer network is used to implement various requirements of the application system. The real time requirement can not be guaranteed due to lack of operating system which is suitable for call processing. At the same time, the requirement to the software development is too high, which needs development experience of specialty software and specialty switching software to guarantee relative reliability of the system and the software complexity is also very high. Thus, the final performance of the computer scheme is with larger difference comparing to the ACD scheme.The fourth chapter explores the technology framework scheme of the integrated manual platform system of Jilin Unicom and its implementation. It analyses the system structure of LUCENT ACD scheme, TSAPI standard framework and function constitution and provides the ACD call distribution flow structure of AVAYA queuer of the integrated manual platform system of Jilin Unicom and implementing example of VECTOR sentence flow. It provides also the alteration of the original No.7 signaling, the feature of the egressive telephone marketing call and the type of the egressive call and its prediction algorithm. Based on the LUCENT ACD technology, the implementation scheme of ACD function of the integrated manual platform of Jilin Unicom is proposed and the concrete design of it is completed.The fifth chapter explores the high valuable and easy-to-dig other consumer group, analyses the involved methods of their consuming habit. The telephone marketing service of the integrated manual platform is developed by making use of outer call prediction algorithm.The sixth chapter gives the test results of the implemented integrated manual platform system in this thesis and the incoming call service income of the integrated manual platform.The seventh chapter concludes the whole thesis.