Design And Implementation Of Intelligent Routing System Of Call Center

The construction of Call Center Platform is an important way to improve the service quality of enterprises and institutions. The rapid development of software technology prompted a significant change in the structure of Call Center. As an integral part of Call Center, routing system always existed in the form of software middleware. While other modules of Call Center developed quickly, routing system didn’t have significant improvements. With the difference of the number of different Call Center agents is more and more clear, traditional routing system can’t meet the needs of all Call Center businesses. A routing system which can meet the needs of different sizes of Call Center is urgent needed.In this paper, An intelligent routing system is designed and implemented. In the intelligent routing system,every single routing function unit is represented as a routing point, and a visual configuration interface is provided to set the parameters of routing points. With this intelligent routing system, by connecting a plurality of different routing points, Call Center manager can configure different routing strategies to meet different needs. With the Intelligent routing system, the problem that traditional routing system can’t change business of Call Center with needs is solved.The paper firstly analyzes the application scene of routing system. In this foundation, the demand analysis of the routing system is carried on, and routing points of the routing system are abstracted, and also put forward the system design principle. According to the demand and design principle of the system, the system architecture is designed. And also divided the system into communication module, routing point module, parsing and execution module and IRD module. Then the outline of each module is carried on.According to the relationship of different modules, the system is divided into three parts: routing algorithm, routing function and Intelligent Routing Designer(IRD) tool. And each part is detailed design and implementation by this paper.Routing algorithm module first discusses the design model of the module, then from simple to complex, a variety of routing algorithm is designed, including statistical routing algorithm, basic routing algorithm, service level routing algorithm and load balancing routing algorithm.The design and implementation of all modules of routing function module is sequentially expounded as follow: Fristly, based on Netty framework, communication module is designed and implemented. Then, the design of routing point is carried on with XML technology, and the resolver is designed according to the format of routing points. After that, the business logic of each routing point is implemented by this paper. Finally, the actuator is designed by using multithreading model to execute every routing point in the routing strategy sequentially.Finally, based on the B/S framework, this paper designs and implements the IRD model of routing system by using three layer architecture model. Firstly, the UI layer is realized through Web technology, such as JQUERY, the open source framework Goo Flow. Then, the Mybatis persistence layer framework and XML storage technology is used to complete different business data storage.The paper finally carries on the function test and performance test of the routing system. Function test is carried on according to modules, the results of tests show that the routing system designed in this thesis can work well, and all expected functions are achieved. The load of system CPU, memory and network are tested through the simulation of a large number of concurrent requests. The test results show that the system designed in this paper has a large concurrency and high reliability, and can meet the needs of business needs of different size of Call Center.