The Design And Implementation Of Switchboard Service In WebRTC System

WebRTC is a P2P real-time communication technology integrated into browser, which supports the audio and video communication. WebRTC reduces the threshold of the development of audio and video Web applications for the enterprise. Furthermore, as for a Web application, Switchboard Service is paid more attention to the enterprise because it can answer questions and enable the enterprise and users closer together. Both of WebRTC system and Switchboard Service are web applications. If they are combined, not only can show a new direction of extending WebRTC system, but also a new method supported the audio and video communication for Switchboard Service will be provided.This paper combines WebRTC with Switchboard Service as well as designs and implements Switchboard Service in WebRTC system. In this paper,Switchboard Service have two different scenarios including the automatic switchboard service and the artificial switchboard service. two scenarios.External users can get a self-help interact with the automatic switchboard, access accounts, search terms and query for the big data in the automatic switchboard service. Meanwhile, they can be assigned artificial customer staff for audio and video interactions by load balance strategy and can be evaluated by queuing theory model to compute waiting time in the artificial switchboard which integrates WebRTC, WebSocket and event-driven model. Furthermore, through opening network port of Socket, this paper introduces an integration scheme between Switchboard Service and WebRTC system which has loose coupling and does not affect original features in the existing system.Firstly, this paper introduces the business requirements of Switchboard Service and analyzes technical scheme. And then, this paper describes the design and implementation of the automatic switchboard component and the artificial switchboard component. Finally, this paper tests the system in two parts including functional tests and nonfunctional tests. The result shows that the design and implementation of the system satisfy the expectation.