Design And Implementation Of Call Algorithm And Dynamic Priority Based Queue

With the rapid development of computer technology, communication technology,Internet technology and accompanied by the3G era and its wide range of applicationsextended to telephone, mobile phone and other communication terminals as the maintool for the telephone network has been basically covers people living space everycorner. Meanwhile, in recent years ATM technology, voice processing technology andmultimedia technology also followed mobile communications and computertechnology developed rapidly, which makes computer networks and telephonenetworks can be the perfect combination, forming today’s computer telephonyintegration CTI, also known as telephone customer service phone technology.Nowadays, how to make a call center queuing systems maximize its performance tomeet the needs of user’s telephone customer service system problems will become theprimary problem. Therefore, the design of an efficient algorithm to reasonabletelephone customer service telephone customer service system to minimize customerchurn rate in the process of waiting for the entire enterprise customer relationship isthe most critical and most important issue.Thesis focuses on the traditional telephone customer service telephone customerservice system low performance algorithms exist, can not be flexible to adapt tochanges in system requirements and other issues, the dynamic priority queuing theoryand technology into the design of the algorithm is proposed based on dynamic priorityqueuing and telephone customer service optimization algorithm to meet the needs oflarge telephone customer service system. First, on the basis of queuing theory modeldepth research, focuses on the small and medium enterprise telephone customerservice system to work, the use of queuing theory to business process modelingactivities proposed SME telephone customer service system resource optimizationconfiguration options, including artificial agent settings, scheduling time, and totalnumber of hotline; focused on customer service optimal solution algorithms, throughthe study of traditional fundamental priority queuing strategy proposes an improveddynamic priority queuing strategy to achieve the traditional customer serviceimprovement and optimization algorithms for the purpose, and the design andimplementation of algorithms. Algorithm is designed to focus when business is toolarge, the how in ensuring customer priority cases, on the one hand to ensure that the system is not congested, on the other hand to enhance the efficiency of the system;according to the actual operation of the customer service system, the use of simulationtechnology for telephone customer service process queuing system simulation, andfocus on the simulation results based on specific data to test the effect of optimizingthe design of algorithms. Finally, the paper will be designed algorithm is applied to thebuild process Networking Academy Web call center system, deployment and testingprogram proposed an optimized telephone customer service systems.Research projects either in theory or in practice are of great practical significance,especially for improving the overall competitiveness of enterprises is also of greatpractical significance and strategic significance.