The Design And Implemetion Of Electric Power Company’s Next Generation Network Based Call Center

With the development of computer and network technology, the Internet becomes more and more important in our daily lives. And many parts of traditional industries are slowly being changed by the Internet Thinking. Now the Electric Power Companies are challenged by the wave of the Internet, so they accelerate their automation proposed building. The telephone system used by Electric Power Companies is a traditional PBX extension system, users dial the number of Company and switch to the extension number to access the system. This traditional PBX extension system is so complex to operate and maintenance, it only provides some simple services, and it can not adapt to the rapid development of the Internet era.In this paper, studied the technology of next-generation network based Call Center,analyzed the requirements of telephone system reconstruction of Electric Power Company. Designed and implemented the next generation network Call Center of Power Company, the main content are as followed:1. Researched and analyzed the current framework and function of Call Center, the classification of Interactive Voice Response system, and studied the Open Source Web software framework of Struts + Spring + Ibatis.2. Finished the requirements analysis of Power Network automation construction by the Electric Power Company. Completed the core module function of Call Center demand analysis, and the process of Interactive Voice Response system.3. Researched the SCF software control framework and the theory of telecom call process. Designed and realized the communication between ACD and CTI module in Call Center, designed and implemented the process of telecom call in ACD module, finished the process of Routing and queuing in CTI module, realized the communication between each module in Call Center Platform. And finished the design and implement of database tables used in Call Center. Finally completed the upper Web Application design and implementation.4. According to the management and ordinance of computer server room in Electric Power Company, finished the deployment of Call Center including the hardware and software deployment. And made a detail function test of each module in Call Center to make sure the Call Center could provide the functions needed by Electric Power Company in the current network environment.The next generation network based Call Center Platform take the place of traditional PBX telephone extension system, reduced the costs of Electric Power Company and improved the efficiency of staff communication and work. It use Interactive Voice Response system to provide users with 24-hours high quality services, and improve the satisfaction of users, and enhanced the brand of Electric Power Company.