Design And Implementation Of Call Center System Of Tianjin Open University

Current Education Admission market also there is fierce competition, variouscolleges and universities, in particular, such as Tianjin Radio and TV service such asstudents of colleges and universities in society on the one hand hard skills, improvemanagement, and optimize service processes, reduce service costs, improve the qualityof service in Colleges and Universitiesto create and enhance their brand, On the otherhand, need to strengthen the student enrollment, a wide range of measures, go all out torecruit students to protect their own steady development. In addition, the students’learning process, there is always the understanding of the learning requirements, theconstraints of the learning process and assessment requirements and other aspects oflearning doubts, doubts these learning process if not timely to be solved, not only willaffect the students’ learning efficiency and enthusiasm for learning, but also is notconducive to looking at the exhibits of the school teaching management.This thesis main topic to research how to build a comprehensive call center phonesystem adapted to Tianjin Radio and TV University, the system functional architectureincluding server-side and client-side two parts, server-side includes monitoring andmanagement module, the server login processmodule, customers call processing module,call processing module, recording and playback module, DTMF/FSK processingmodule, the hook processing module (user hangs up) and SMS engine. Clientregistration process with the application interface module, the client module, callresponse processing module, sound recording control processing module, hookprocessing (including user hangs up and the seat hook) and SMS module. The set of callcenter phone system to establish scientific and standardized admissions receptionworkflow for enhancing school enrollment level of service and efficiency, improve thelevel of satisfaction of students and parents, has an important significance. Technicalroute, the system using VB voice, one by one complete server-side initialization, callcontrol, monitoring interface programming, as well as the client call processing,recording, playback, information recording, system management, messaging featuresand interface. Database design using JSP development technology, to complete the B/Sstructure query statistics module, using an intuitive image histograms, pie charts andother forms of statistical analysis to show to the end user. Overall, through the establishment of this system at all levels of the school systemof the the original Tianjin Radio and Television University Admission CounselingServices Business Process Full integration and optimization and upgrading, but alsosolve the Tianjin Radio and Television University in the originalenrollment services,student learning consulting business processes, there are some difficult problems in theshort term, and thus played a great role in promoting the development of the school.