The Design And Implementation Of SOA-Based Call Center System

Service-Oriented Architecture SOA, Which is born to solve the business integration in the Internet environment, and satisfies the needs to implement complex business logic functionality by connecting many independent functional entities which can complete a specific task, is a kind of software system architecture. It has independent functional entities, also uses the way of large data information to exchange which can help to achieve the goal of low-frequency access. By adopting the text-based messaging approach which does not contain any logic and data processing, it can interact well with different languages and be compatible with different platforms. For these characteristics of SOA, this paper uses the SOA-Based Architecture to design and implement Call Center System.Doing researches on applications in building a telecommunicaiton call center, analysing how to bring SOA thoughs into it, and proposing solution of it is the main purpose of this paper.First of all, deep studies and analysis of SOA-related technical and theoretical foundation were given, and then were the SOA features and design mode.Starting from the ESB design model, it described the definition, funciton role of the Enterprise Service Bus in details and compared typical existing ESB products. Then the SOA model based on ESB under J2EE plateform was proposed, and the detailed description of the technical realization was given. Finally, the proposed SOA architecture was used in building the actual call central, the goal of transparency, service losely coupling and reuse, centralized management, heterogeneous system interconnetcing was achieved by service realization design, interface packing and deployment. It reflects the advantages of the SOA architecture, and meets the call center business flexibility needs at the same time.In this paper, the Call Center which is built based on the SOA-Architecture is now in use. It proves that the new desinged Call Center works well, and the flexibility and effectiveness of business processes are greatly improved, and the operation ability and support efforts of the telecommunications systems are significantly enhanced too.