Design And Implementation Of Monitoring System Oriented Distributed Call Center

With the development of computer science and communication technology, theapplication of call center is more and more extensive. According to the requirements ofAnhui electric power call center, a monitoring system oriented distributed call center isdesigned and implemented.Based on requirements and features of distributed call center, this thesis proposedthe architecture of the monitoring system for distributed call center. The system isdivided into three parts: monitoring client, monitoring server and data collector.Functions such as user management, device monitoring, channel monitoring, taskmanagement and prediction of incoming call are implemented through cooperation ofthe sub-systems.By the interface of status report based on TSAPI, finite state automation of channelstatus transition is designed, and the function of channel monitoring is alsoimplemented.To achieve the semi-automatic management of the call center, the concept of taskis raised in this paper. A task.by the user is encoded as an XML file at the client side,and then is sent to the monitoring server. At the monitoring server side, the task runsautomatically according to whether the triggered information is achieved, and thetriggered information is mixture of device, channel monitoring and results of theincoming call prediction. At the end of the paper, both functional tests andnon-functional tests are made, and the results are analyzed and summarized.This monitoring system is widely used by call centers of Anhui Province, and ishighly acclaimed.