Petri Net-based Call Center Workflow Engine Design And Build

Information Technology makes great advantages of the modern company. Generally speaking, Call Center Department is a huge unit in a company with fast-changing business. Call Center act as a bridge to connect company to customers. Also, Call Center is a platform on which every other department can share information. So how to improve CCD's efficiency, how to change CCD from labor intensive to technology intensive become a major research object for company's IT Dept.Author recently got a chance to develop a Call Center System project. After several months coding and testing, the system now can support a working group with 1000 people 7*24 hours. This article introduce the basic knowledge of Petri Nets, include what is Petri Nets, the main scenarios of using Petri Nets, and what is the advantage Petri Nets has as a precise mathematic model. Then we discuss how to do the model mapping from Petri Nets to workflow system. Finally, we show how to design and implement a real call center system.This workflow engine based on .Net Framework 2.0, Inversion of Control technology and Castle.