| With the rapid economic development, modern enterprise management systemis more and more complex, customer needs and the company’s business activity areincreasing, and more efficient enterprise is needed. In order to meet the people’sgrowing material needs, company’s enterprise business management as well as theimprovement of the company service efficiency are achieved by means ofestablishing a call center system. In this way, customers will enjoy the increasedproductivity from the call center system, companies from the call center system toimprove their own services, internal management and customer management. Therelationship between the customer and the situation can be presented moreuser-friendly through the call center system.According to the demand, call center business management system consists ofaccess distribution module, the call control module and business function module,which is mainly designed from the telephone access allocated to the business for therealization In the design, Spring MVC is used as the overall design framework. Thetelephone access distribution module is achieved by CTI call control server and seatqueuing algorithms. AsteriskNOW is adopted by the call control module to achievegraphical interface management, so that system maintenance personnel can controland operate the call control server on Linux systems and Windows systems. In orderto achieve the call center system to adapt to the needs of most businesses, in thebusiness function module, the specific business of the call center part is designed asgraphical interface.On the basis of the research status at home and abroad, requirements of callcenter, the call center business management system design and implementation isfully achieved. The paper presents the overall and structural design, and the designfor business management system and telephone access preparation. Then the designis implemented and finally the test of the system is used to achieve the designrequirements of the call center system. |
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