The Design And Implementation Of Call Center Configuration And Statistics System Based On OpenStack

The establishment of call center platform plays an important role in the promotion of enterprise's service quality. With the rapid development of internet, the cloud call center contact with the fusion of multimedia service like online customer service, We Chat, Ease, etc. based on cloud platform and IP voice has get more and more attentions. The new generation of cloud contact supports Multi-tenant deployment scheme in the platform, supports the distributed deployment in virtual machine, and uses abi Cloud computing platform to manage the virtual machine deployment scheme. In business, it needs unify all kinds of traffic data in system and business data to the statement and make business intelligence analysis; users of isual management call center and information of statistical magnitude and history record; configuring and managing all kinds of resources, deployment scheme and multimedia application by graph.This paper designed and realized the Call center system configuration statistical system based on the Open Stack platform. The configuration subsystem designs and achieves the development on system by Open Stack, including the development and operation of virtual machine and the installation and operation of software; as well as the parameter configuration management of all core service module configuration files in call-center system, etc.. The statistics sub system mainly designs and realizes the analytical processing storage of call events generated in call-center system, conducts regular statistical work to storage the history statistics for call statistic calculation in real time, helps the users of call-center system with viewing and analyzing the call-center system. Finally, this paper designs and realizes the unified visual management platform for configuration statistical system, with using Spring MVC frame, HTML5 and Boot Strap technology to conduct the visual management for the above functions of configuration and statistics.This paper analyzes the working flow and application scenarios of cloud contact based on Open Stack platform and analyzes the needs of configuration statistical system for call-center. Then it designs and realizes the configuration subsystem and statistics subsystem, of which configuration subsystem needs to achieve the functions of the design and implementation for development scheme, including installation of Open Stack platform, visual machine operation system and software installation. The design and implementation of parameters configuration module includes the implementing principles of configuration based on agency, timestamp and version number, as well as the parameter description of core module configuration file and the design and implementation of communication module. The function of statistics subsystem is based on the design and implementation of Netty communication module and system message event handling, introduction to the Historical statistics system and the design and implementation of the statistics subsystem of regular statistical work. Besides, this paper designs and implements the VIS unified visual management platform, including the design of database, and display design.This paper conducts functional testing and performance testing for the system in the end. The functional testing is conducted by modules. The results shows that the call-center configuration statistical system designed in this paper can work well with realizing all the expected functions. It conducts load testing on the system CPU, internal storage and internet through simulating a large number of concurrent requests. The result shows that the system concurrency designed in this paper is large with high reliability and stability to meet the business requirements of different scales of call centers.