Design And Implementaion Of Call Center Platform Web Service

With the continuous development of society and economy, more and more industries began to focus on Call Centers. As an important means of communication between customers and enterprises, Call Center also gets more and more pressure. Call Center business is constantly enriching, the data volume is doubled, the platform's data management capabilities should keep up with the pace of demand growth. How to provide data services for complex and varied business scenarios and to adapt to complex data center networking has become a needs for Call Center to be resolved.In order to solve the problem of the current Call Center platform, to achieve the goal of providing data services for multiple call center platforms in the complex data center networking mode, this paper proposes the use of Web services to implement enterprise data management functions, while add the gateway agent function between the data management functions and data centers, used to shield and different data center communications impact. To realize the goal of load balance between distributed data centers and synchronization among disaster recovery data centers, this paper adopts the policy configuration to control the gateway agent function. In addition, in the design of data management functions, the management functions of different data will be designed as extensions to support the scalability of the platform, but also provide support for Web services to provide data services to multiple platforms at the same time.This paper first describes the background knowledge and related technologies of Call Center. Then based on some scenarios, the system requinnent of Call Center platform is analyzed. After that, the system requirment of the Web service function is illustrated from several aspects,followed by the decomposition and refinement of requirement.Addtionally, the outline design and detail design of the resource management function, which is devided into a data management module and a gateway agent module, is completed on the basis of the system requirement. The function of each module is then respectively refined,and the interfaces and interaction processes between modules is defined in detail. Then, this paper elaborates on the implementation of a protype system. After the completion of all design and implementation work, this paper describes the test environment, test cases, test results, etc., to complete the verification of the functional prototypes. In the end, it summaries existing work and puts forward the future work.