Design And Implementation Of Telephone Banking’s Kernel Service System In Longjiang Bank

To fulfil the requirements of customers whose quantity is rapidly rising andserve customer with better service quality and fewer human resources, TelephoneBanking’s Kernel Service System in Longjiang Bank is launched. The result ofservice defination and process governance, which has been gotten during the periodof establishing this system, will be a good reference for the architecture of overallprocess banking system.To meet the requiremnet that customers want to use self-service voice guideservice, customer representative need to service for customer and human task shouldbe dealed, we analysed the requeirement of customers, customer representatives andeveryone dealing human task by usecases.In this paper the kernel service system isdivided into four parts.they are voice service process system for customerself-servicee guide and service, customer service application system which customerrepresentative use for dealing business instead of customer, human task workflowdealing system used to track and manage the human tasks, business access gatewaysystem to recieve, reconstruct and transfer the messages from voice service processsystem and customer service application system. Other jobs included in this paperare Detailed design and implementing for this four parts, pressure test for businessaccess gateway system and functional test for the other three parts.During building the kernel service system,we completed the data switchingand interfaces first by JAVA programming language, muti-thread， socketprogramming and other skills, further more, used the knowledges already gotten todirect the serivce defination and process orchestration when implementing the voiceservice process system with Huawei intelligent call center IDE by its graphicaldevelopment tools,and help to design the cummunication and user interface forcompleting the customer service application system by using browser-serverapplaction of model,view and controlment structure with Asynchronous JavaScriptand XML. By using the JBPM open source process structure,Extension Javascriptas UI support and hibernate as data persistance support, we implemneted theprocessing and management of Human task workflow. The pressure test tools areHP LoadRunner and Nmon. The goal of Design and Implementation ofTelephoneBanking’s Kernel Service System in Longjiang Bank was achieved.