The Design And Implementation Of Multimedia Workbench And Real-time Statistics System In Call Center

Nowadays, along with the rapid development of Internet, in order to provide better quality of service, many enterprises and institutions build or rent the call center platform. The traditional call center just through the phone voice services for the communication between agent and customer. Now the multimedia social network has developed rapidly, such as We Chat, Weibo and many other multimedia social ways, which have become a kind of reliable and convenient communication way for the live of people, so it is an urgent task of how to make multimedia communication access to the call center platform, this would be brings unprecedented service experience for agent and customer in call center.According to the above questions, this paper designs and implements a multimedia workbench, which make media service access to call center based on Free SWITCH for the prototype development of the next generation call center(NGCC). Not only can agent and customer make the traditional real-time audio and video calling, but alse they can conduct the instant messaging such as text, image, audio, video by media service in it. In addition, this paper also designs and implements the statistics system for real-time status data in multimedia call center. When a large number of call phone events, and multimedia messages come into the call center, in order to decide the next call event or conversation message handling and make the call center provide a better service, agent center need to make statistics and analysis for the customer business data, such as lots of call state and session messages. Agent's working condition is change in real time, so in order to make effective management and quick response for massive call events and session messages, it need to use memory storage technology to improve the speed of the system in reading and writing datas. In the design and implementation of the real-time statistics system, this paper uses the Redis memory storage technology for the real-time status data storing in the multimedia call center.At first, this paper expounds the present situation of the application of call center system, and then introduces the high concurrent communication framework Netty used in this paper, memory storage technology Redis, and Qt Quick technique in the workbench interface development. Then, this paper discusses the requirements for accessing media service channel into call center and doing agent real-time status data statistics, and designs the multimedia call center workbench and real-time statistics system on this basis. Among them, the multimedia workbench used in operating desk for agents in call center, the real-time statistics system used in doing much statistics for call events, session messages and agent real-time status data in call center. In the implementation part, this paper first introduces the detailed design of workflow and hair message in the multimedia workbench, then make the design and implementation of real-time audio and video communication module in multimedia workbench, including voice control, real-time video calls, conference calls, etc, finally introduces the instant messaging communication module in multimedia workbench, including the processing and display of text, image, audio, video in chat session. In the design and implementation of the real-time statistics system, this paper first introduces the system workflow, at the same time, with the business functional requirements of the real-time statistics system and many technologys, including the high concurrency communication framework Netty, the storage format of memory storage technology Redis and the deployment of Redis master-slave structure, etc, this paper makes the detailed design and implementation of communication module, data format, backing store and calculate formula of the real-time statistics in call center. Finally, this paper makes the detailed design and implementation of the real-time statistics system display module by Web Socket communication technology and High Charts charts technology.Finally, the paper through the experiment makes the functional testing and performance testing for the multimedia workbench and the real-time statistics system by simulating a large number of calls and session request events. The functional test results show that the design of multimedia workbench and real-time statistics system can work well. The performance testing part includes the system CPU, memory load, and request concurrency tests, the results show that the system which are designed in this paper have higher reliability and stability in high concurrency requests, so they can achieve different size of the business needs of the call center system.