Based On The Call Center In Chengdu "12345" Mayor Hotline

Mayor's Hotline in recent years the emergence of a well-known to the masses of public expression, administrative complaints and response mechanisms. Although the mayor's hotline in the various parts of the time is not long, but it has become a government to understand the social dynamics, oversight functions and its staff, to protect the public interest, ease the contradiction between the cadre in an important way. Call Center also known as Customer Service Center, which is based on CTI technology and make full use of communications networks and computer networks in a number of functional integration, and with the use of units as a single entity, a complete integrated information service system, using existing in all kinds of advanced means of communication to effectively provide users with high-quality, high efficiency, all-round service.Mayor's Hotline in the original opening of Chengdu has been basically realized the "flow channel airing, people, problem solving," the intended purpose, to play its due role. However, reform of government institutions, and aging equipment, as well as the original system is not strong forward-looking issues such as, at present the system has not fully adapted to the prevailing mode of operation requires a comprehensive transformation of the public based on the existing call center to carry out construction in Chengdu . Chengdu Public Call platform is completed, infrastructure and information technology as one of Chengdu, there are "three rural issues 12316 Hotline" and "12319 urban management hotline" run on the platform. Platform consists mainly of PBX systems, CTI systems, IVR system, recording system, TTS system, for various government departments to provide access to the call center operations.This article will discuss how to adopt the most appropriate technical means to achieve the Chengdu-based call center system, the mayor's hotline. In this work, we first need to follow the project management approach, follow the software engineering ideas, and orderly manner the project needs analysis, system planning, software, overall design, software detailed design, database design, hardware implementation, software coding, sub - tests, the joint test, the initial acceptance, commissioning, until the completion of final acceptance.According to the characteristics of this project, this article will focus on the needs analysis and selection of equipment focuses on two parts to this. For the needs analysis, we need the original use of the mayor's hotline and issues in-depth analysis to understand the old Mayor's hotline system problems, propose solutions. At the same time, require in-depth to explore new mayor hotline system building needs. Through the above two parts, forming a fairly complete "needs analysis" as a basis for project construction. For equipment selection, you need to consider taking full advantage of Chengdu public call platform resources, choose the appropriate hardware platform for expansion of public call in order to meet the new mayor's hotline system uptime requirements.Finally, make a summary of the project work, and made two thought.