Design And Implementation Of The Queuing And Calling System For Unicom Full-Service Business Hall

The exiting queuing and call system in Changchun Unicom Full-Service Business Halls has basically met the demand of fair and ordered service for customer. However,large business volume might lead to customer congestion and retention in individual dates(end and beginning of a month) and in some Full-Service Business Halls with relatively high visitor flows. With respect to the source, the existing queuing and calling system shows disadvantages including simply calling rule, absence of the function of increasing or decreasing windows and no detailed service classification.Aiming at above problems, the author designed and realized a queuing and calling system for Unicom Full-Service Business by applying theories concerning software engineering, which dynamically adjusts window amount and calling service type according to the thresholds of window amount and three service amounts.A new calling and window-adjusting strategy is designed in the paper. Firstly, all service types within the business scope of a full-service service hall are finely divided.Comprehensive services are divided into complicated services(A, B and E Types) and simple services(C and D Types); while VIP and appointment services are defined as V and S Types respectively. Threshold values ?, ?, ? and ? are defined for comprehensive service window amount, all service amount, complicated service amount and the sum of VIP and appointment service amounts. With respect to service practice,when the amount of comprehensive service windows is below the threshold value ?,newly-served windows are all for comprehensive service; when the amount of comprehensive service windows equals to or is above the threshold value ?, the amount of comprehensive service window will be increased or decreased according to conditions of other three threshold values. Under the precondition, if increasing service window amount is presented, a newly-increased service window is named an adjustment window;the calling for comprehensive service window is based on “first-come & first-served”principle, while the adjustment window serves complicated businesses of A, B and E Types firstly, VIP and appointment businesses of V and S Types secondly and simple business of C and D Types lastly, therefore, to realize the purpose of centralizingresources on time-consuming and difficult businesses and prioritizing customers and to reach an equilibrium between human resource input and business handling.A queuing and calling system based on abovementioned calling and window adjustment strategy is designed in the paper; the business structure of the system is composed of five units, a queuing device, a number allocator, a window manager, a window service caller and a control center. Algorithms for queuing, number allocation,window increase and decrease, and window type management used in the system are designed. From the perspective of user, the system is divided into 6 function modules,including subsystems for queuing, number allocation, number calling, control center,window management and system management. The system database is also designed.The system is developed and deployed in a Ubuntu operating system, adopts Qt Creator as the development environment for C++ language, uses Sqlite database to store system user data and open-source Ekho software to voice broadcast. Subsystems are completed one by one to finally implement the intact queuing and call system in Unicom Full-Service Business Halls. Among the subsystems and modules of the subsystems,Socket network-based programming technology under Qt environment and TCP protocol are used to realize communication.The system is tested, unit testing is conducted for every module and a comprehensive system test is conducted after completing the system. Test cases are prepared for comprehensive test of system functions. Errors and defects discovered are modified and a regression testing is conducted. The system finally passed the test and functions stably and well.The queuing and call system in Unicom Full-Service Business Halls designed in the paper solves all problems of the previous system, changes previous single calling pattern,and realizes good application effects with the new calling and window adjustment strategy,reaching expected design target.Data mining over historical service date of the service halls will be further explored to present more rational parameter setting for window adjustment and a more effective algorithm for queuing number allocation.