Design And Implementation Of Provincial Electric Power Customer Service System

Electric power customer service system is a networking integrated services system incorporating computer technology, communication technology, network technology, Computer Telecommunication Integration (CTI) technology, Automatic Call Distributor (ACD) technology, Interactive Voice Response (IVR) technology and database technology.By the way of operator service and automatic service, with using the means of telephone, fax, e-Mail, short message, Electric power customer service system can provide 7×24 hours service for customer including operation consultation, information query, fault repair, complaint,report,subscription service and customers revisit, etc.By the way of establishing unitive service intelligent route in the whole province, the provincial electric power customer service system can actualize unified distribution and management of service resource, reduce construction cost and carry out maximum of resource utilization. The system can provide cross-regional and uninterrupted service for power customers, carry out telephone traffic roam and trans-regional service disposal support in the whole province. The system also can realize the concentration of energy grids operation circumstances, repair locale circumstances and power equipment operation circumstances, achieve the standardizational business processes disposal and Real-time monitoring, increase the service chance gained by customer and improve customer satisfaction.Meeting the needs above, based on provincial electric power customer service system as research target, using the VoIP way to establish the system network of province, reference the iterative object-oriented analysis and design way driving by Use Case and focusing on system configuration, this paper establishes the requirement model, analysis model and design model, and provide specific implementation way and key code demonstration of SCE design and verification tools. This paper carries the work as following:1,Establish the construction scale compute model of provincial electric power customer service system. Analyze the CTI link process capability and electric power data network resource impacting to the system construction scale, and provide the quantification reference value of system construction scale according the compute model.2,Establish the requirement model of provincial electric power customer service system and provide the use case diagram, key service case, complementary stipulations and domain diagram according to the requirement investigation results.3,Confirm the sub-system division of the provincial electric power customer service system, choose the system construction mode, analyze the key service of the service processing sub-system, provide sequence diagram and participant diagram, and provide node deployment diagram of the whole system.4,Complete the SCE design and verification tools of customer contact sub-system, services center frame of service processing sub-system, and the popedom management design of the service management sub-system. Provide the plug-in frame design, mission dispatching design, services center application and role right design of the services center software in service processing sub-system by the way of UML. Expatiate the working principle of SCE design and verification tools, and provide the logic structure design, function design and interface design of SCE design and verification tools.5,Realize the SCE design and verification tools, and provide key code demonstration.6,Expatiate the process, testing case and testing result of function test and pressure test, and the applications circumstances of electric power customer service system in one province.