Call Center System

With the continuous development of information technology and the continuous improvement of the corporation business management requirements, call center system is acting a more and more important role in the enterprise's daily applications. As an enterprise, regardless of its size, the service requirement provided for its customer also becomes higher and higher. And the call center, as a channel of communication between the enterprise and its customers, its function has also been more and more plentiful and expansion with the scientific and technological development. It is showing its increasingly advantages as a part of the enterprise's value.This article is a computer-based call center solution program. The system archives the automatic pop screen against coming calls, automatic call distribution, call recording, the calls between the seats, internal line calls external line, coming call adapters to external line, tripartite talks, playing music to the external line, seat monitoring and other functions. The system is developed on the bases of J2EE three-tier structure and structs framework. It uses Eclipse3.3 platform as a whole, and supports multi-database, MYSQL, ORALCE, SQL SERVER2005. Its log records uses LOG4J mode. And its database links uses the Proxool open-source control.The entire system includes the functions of system management, personal office, knowledge base, information center, business module, forms customization, workflow, and etc.Finally, this article summarizes the main results of the research process, and makes prospects of the future development of this system.