System Design And Implementation Of Call Center Based On SOA

As the modern enterprise and service to improve service capacity, access to effective means of market demand, call centers has become an important component of enterprise information flow and the control center of enterprise logistics.Based on the analysis of call center business applications, the paper introduces the SOA technology call center system design ideas. Use the SOA architecture make application integration easier, incremental features to build and deploy applications, solve the call center application integration, data sharing, and effectively reduce risk, improve equipment utilization, control costs.In system design, designed to solve the problem of access and exchange, exchange of strategies to achieve the access and exchange processing service module, the business function load and business process management services module, complete data persistence and storage functions of data storage and data analysis service. The network and security management service module, use for system external interface and authority identification.In the process of system implementation, through the integration of these core modules, combined with open source resources. Use Asterisk as an exchange platform for processing and traffic. PBX features provided by Asterisk, as well as SIP, Session Initiation Protocol (SIP), H.323 protocol widely supported, as IP phones and PSTN switching between servers.Application development framework from the Struts framework as the basic framework and Spring for WEB framework. To assume the role of MVC in the control, achieve the management of business rules and links. It can be used for manage user requests, request response, delegate business logic to the upper layer application processing, and framework verification. Through the tag library, to manage the user's request and make the appropriate response. And to provide a controller, for business logic calls and organizer features. By Hibernate operations on JDBC, the establishment of a persistent object model, in order to achieve data persistence.Finally, combined test by a financial Business processes, design and implementation the above system functions in the project, completed a call center system building.