Design And Implementation Of Complaint Handling System For CRBT Service

CRBT (Color Ring Back Tune) service is one of the most successful mobile value-added businesses which is carried out on mobile intelligent network platform. CRBT service has been running for several years, the number of users is increasing sostenuto and rapidly. This service has yielded huge profits for mobile operators. While at the same time, as the CRBT system expanding, It brings great pressure for the maintenance and customer service of the CRBT service. The fourth time of recombinant in telecommunication field has been done, as well as 3G network is constructing now, competition between mobile operators is more and more furious. It's very important for mobile operators to do maintenance and customer service of the existing service better, so as to win satisfaction of customer and to be more competitive. So, mobile operators think more highly of customer service than ever before. But, current methods for dealing with complaint has been far from enough to meet the growing requirements for service efficiency and quality, therefore we urgently need a safe and efficient solution for complaint handling.This article analyzes the current status quo of the complaint handling for CRBT service.To deal with the existing problems, we gave a solution for complaint handling of CRBT service. This article introduces the author's work and progeny in the whole project, including background introduction, marketing research and requirement analysis and system design, realization, application and extension.The first chapter introduces the background of Complaint Handling System for CRBT Service. First, this chapter simply describes architecture and layered conception model of IN (Intelligent Network). Second, this chapter introduces knowledge of MIN (Mobile Intelligent Network), emphasizing CAMEL (Customized Applications for Mobile Network Enhanced Logic) standard based on MIN of GSM (Global System for Mobile communications). Last, this chapter introduces CRBT service based on MIN of GSM,including main attributes and interfaces of CRBT service, networking architecture of CRBT service and database.Based on sufficient marketing research, chapter 2 classifies the main causes of the complaint problems, and analysis the problems of the current method for dealing with the complaint. So we will get the function requirements and performance requirements of Complaint Handling System for CRBT Service.Chapters 3 introduces the design of the system, it's the core chapter of this article which includs the layered logical structure, subsystems dividing and design, the functional module design, communication protocol framework design and database design.Chapter 4 focuses on part of the core functional module design and realization. Realization of layered communication structure, design and realization of interface models between logistic layers,design of database interface and realization of complaint handling module will be discussed in this chapter. This chapter describes main work done by the author.The last chapter introduces the application of Complaint Handling System for CRBT Service in Sichuan Mobile Communications Co. Ltd.This chapter illustrates the feasibility of Complaint Handling System for CRBT Service by using actual application data. This chapter also discusses the expanding of the system.Finally, the author sums up the work has been done in this project, as well as postgraduate study phase.