The Design And Implementation Of Route And Queue In Call Center

In order to improve the quality of customer service and flexibility, a lot of companies use call centers. After the development of40years, call center system has changed a lot, now the call center system becomes a system depends on CTI technology while using the CRM system. Route and queue function as one of the basic functions of the call center system are constantly development and progress more and more powerful, having a good route and queue function is the key to keep a company competitive. This article aims to achieve a fully functional route and queue module with a good scalability.This artical describes the design and implementation of a route and queue module in a call center system. First introduces the history of the call center and technical background, and then analyse the requirement of route and queue functions, according to the function of the call centers in the market, then determine the functions need to achieve. Then implement all the functions above, introduce the message interaction, database design, interface design. At last, test all the functions above, and compare the results with expected results to get a complete test report.Summarize all the work had done at the end of this article and analyse the shortage of the module, then come up with some effective improvements.