Call Center Applications In Military Communications Network

With the development of the military communication, types of terminal communication are increasing. From the past single fixed phone business development of fixed telephone including computer network, closed-circuit television, military CDMA, integrated communication services. While groups of terminal users in communication also expand ceaselessly, the communication department provides more communicative mode and means, and bear the heavier and heavier pressure of communication service guarantee.All communication in managing team indicators are used for each system, it is within specific operation of business performance evaluation index, and it is a series of standards for signalmen. But for users (especially communication terminal users), military communication should be a service safeguard system as a whole. Therefore, we need to evaluate the comprehensive index of some of the military communication system service and its quality, and customers'satisfaction and feedback is a very important reference and measure.This thesis is based on the problems above, in order to improve the service quality in Chengdu military region commands managing team to the scope of the terminal users, improve the service efficiency and make the users enjoy high quality communication services anytime and anywhere by phone or military comprehensive information network. At the same time, in order to provide comprehensive, accurate and real-time communication terminal of the relevant business operations and business process data, we think it is necessary to introduce call center technology and management mode and development of communication service center set in Chengdu military region.This thesis elaborates the layout structure of the main parts from the four large parts. The first major part proposes that military communications have some problems and disadvantages in service, indemnify and management, and it also has analyses of the development of call centers both at home and abroad; the second major part is about the study of military communications service center in the overall architecture and design, and developing environments about the system hardware and software platforms. The third major part of the military communications service bases on service platforms and business processing system composition, functional characteristics and specific operations; the fourth section describes the technical difficulties and the solutions in the developing process, the main technical features and innovations, as well as scenarios of the application and promotion, and proposes the existing problems and the direction of the next work.The military communications service center system developed in this thesis is the first time in the army to accomplish a variety of military communication terminal users'fault declaration, business consulting and business services, complaints, and such integrated management. This communication system maintenance and management on the terminal business rules and characteristics and practical needs corresponds the new situation. We use scientific and effective information platform to standardize the communication terminal service and management process, so it plays an important role in promoting modernization process for deepening the chief organs.