Design Of Monitor System In Call Center

The monitoring system is the link between the call center and the database of enterprise back-end. The data monitoring is user oriented external and links to the whole enterprise internally. It integrates with management, service, scheduling, production and maintaining of the enterprise. It can also store every kind of information which is acquired from users into the data warehouse for the leader's analyzing and decision making. To develop the effectiveness of call center, it must be connected to monitoring system organically. When constructing call center, the monitoring system must be taken into consideration.Firstly the paper analyzes the development, research and application situations of monitoring system which is based on B/S structure call center at home and abroad in details. The monitor of the system is devised into two parts of speech scheduling and multimedia information monitoring. The speech scheduling monitoring mainly focuses on trunk line monitoring and the multimedia information monitoring part is the module of messages, faxes and short messages. The paper discusses the specific function of each module in details.Secondly the paper designs the use case model and data flow model for every module with the analyzing result of system functions. And then, it acquires the system function logic model by abstracting the use case model and data flow model with OO method. At the same time Multithreading technology is adopted to resolve the conflict of sharing resource.based on TASPI protocol.Database is designed by what the system monitors and the visiting operation of database is accomplished through ADO.NET technique.In the end, based on the logic model of system functions, the paper gets the users'operations by script at the client side. It implements the adding, deleting and updating of the data in pages, so it makes the data transmission between client side and server side asynchronous, improving the response speed. At the server side, it releases the program of every module for the client side by using Web service, so the system can be expanded and maintained easily. According to the module idea, it programs the system by Javascript C++and C#, finishing a monitor system based on B/S structure which has simple structure, easy maintenance and high reliability.