Design And Implementation Of Service And Configuration Management System In Cloud Call Center

Enterprises and institutions establish an important channel with customers by call center platform,call center platform can observably improve the user experience.With the development of cloud computing,cloud call centers are born with it.C loud call center provides service by the demand of customers,companies can enjoy a convenient call center contact service just pay some money and make a choice of service combination based on this model.In the concept of cloud computing,if provide software technology based on hardware infrastructure as a service to user,called Paa S(Platform as a Service).In the Paa S platform of cloud call center,tenants submit business apply through the web interface,such as voice,video,ACD,IVR and other communication functions,the combination of services and deployment of services will be done by the Paa S platform,in addition,Paa S platform also has the ability to provide application lifecycle management,such as restart service,delete service,and extend service.C loud call center services are transformed with micro-service and managed by container,how to slove the download ing and update of service-related configuration is also an important issue in cloud call center.In order to solve the problem of service deployment and service life cycle management of cloud call center,this paper designs and implements the service management system.Service management system is a subsystem of Paa S platform of cloud call center,which is responsible for the opening of tenant services and the operation and maintenance of administrator.This paper described the process of design and implementatio n of service management system from the view of the functional modules,first introduces the service request module,includes service request type?communication format specific definition and asynchronous communication between service request module and service scheduling module;secondly introduces the service scheduling module in detail,includes how to process the service request according to the principle of marathon's task scheduling,and how to fit call center service consumption model according to the real resource data;then introduces the service access module,the module realize service discovery through the dynamic confd+etcd+Haproxy scheme;finally introduces the image management module,introduces the private mirrors warehouse plan of call center service in detail.In order to solve the problem of configuration management of cloud call center service,this paper designs and implements configuration management system based on zookeeper directory node storage.The configuration management system descirbes configuration downloading scheme based spring and configuration real-time update monitoring scheme from client,in order to improve the convenience of the configuration management system,design and implent web platform of configuration management,facilitate the administrator to manage the configuration object.After introducing the detailed design and implementation of the system,make functional test and performance test,the functional test results show that the system has realized the relevant requirements in the demand analysis stage.The performance test results show that the system is satisfied in the stability,service scheduling speed and resource utilization rate.At last,conclude the work of this paper,and prospect how to integrate the service and configuration management system with log system and monitoring system in the future.