The Design And Implementation Of Knowledge Base Based On Multimedia Call Center

Recently, the data of enterprise grows in exponential scale as the rapid development of computer technology and the proceeding of enterprise informatization, which contains a large amount of information wealth. Its reasonable storage and management contribute to intellectual property accumulation and the loss of knowledge reduction. It also can offer powerful guarantee for enterprise learning, employee training, information sharing, etc. In this way, enterprise will strengthen their core competitiveness. In this paper, we accomplish a knowledge base system, which is designed for a multimedia call center system. It is designed to help enterprise manage knowledge in a proper way. Mainly includes the following work.First of all, in this paper, we deeply research the relevant user requirements and learn from the currently popular knowledge base system at the same time. We identify requirements of the knowledge base system in two aspects:the functional and non-functional requirements. Then we divide this knowledge based system into six functional modules: knowledge management, permissions management, knowledge retrieval, document management, statistical analysis, log management. Secondly, according to the design specifications and overall structure of call center CRM system, based on SSI framework, we accomplish hierarchical design and implementation of the system. In detail, we identify the system architecture, the process of overall access and the relationship between base classes, and completely design of database table in each module, design of class and program. Among them, we accomplish the permissions management module based on user-role control and tree display. At the same time, we accomplish multimedia knowledge edit by using Ueditor, and we finish the knowledge retrieval module by using Lucene and Compass framework based on Paoding Analyzer. Besides, we achieve visualization of statistical data by using FusionCharts and Velocity template library. By using these technologies, the system have has rich function and become effective and flexible. Finally, according to test regulations and methods in the software engineering, we fully verify the completeness and correctness of each module in the system by designing targeted test cases. The system has a good performance in practice.