The Implementation Of Stat Server For Routing Of Call Center Based On Netty

Internet and other IT technology has always been developed rapidly, the “Information” concept in our country lags behind Europe and America, but we have made the effort to catch up in a rapid pace.The ”Information” in our country has been developed rapidly,and the whole society has been moving to the E-commerce age step by step. Under the gradually integrated phenomenon of the global economy, for all the enterprises, market competition environment has been increasingly competitive. The age of Service has coming, every enterprise is looking for the method to improve the service quality. A perfect and efficient marketing solution can help the enterprise keep the old customers, and also develop new customers. They improve the service levels through a variety of ways to improve the satisfaction and loyalty of the customers.Call center make an integration of communication with computer network, and make a use of many kinds of existing advanced means of communication to provide customers with high quality, high efficiency and all-around service. Call center has become an essential marketing tool, allowing users to access to service in direct and convenient way. Call center is a complete comprehensive information service system,and it is an organic whole with enterprise business system. With the advancement of Internet technology, call center system based on soft-switch technology emerged.Work day begins, then there will be a lot of calls into the call center carrying a large number of data. Through the analysis of these data, we can decide the handling of next call to improve the quality of service. An essential function of the call center is to route the call quickly and correctly, enabling customers to get the most appropriate service immediately, and the resources of the call center can be fully utilized. In this paper, in order to optimize the function of routing calls, we differentiate an intelligent routing system(Universal Routing Server) and a real-time statistical system(Stat Server for Routing). Administrators can configurethe routing strategies flexibly on the Universal Routing System. One of the strategies is based on statistics calculated by real-time statistical system. This article focuses on the analyzing of the call data, such as call events and statistics. After we have made a full understanding of these underlying data, we designed the methods to calculate the statistics. Call centers has the highconcurrency and real-time characteristics, so we use the Netty framework technology and Redis storage technology to enhance the performance of the system in all aspects. The system focuses on the statistics real-time computing, and maintains more species of statistics to provide a wide variety of real-time statistics for the routing server, and optimize the performance furtherly.