Design And Implementation Of Unified Queue And Routing System Based On All-Media Call Center

With the development of communication technology,the modern call center has gradually begun transit to the next generation call center phase.The concept of unified communications and converged networks has been widely used in it.In all-media call center different types of communication media uniformly access the system and ask for consistent business services.The convergence of business offers the possibility of further expansion,but also brings more new challenges.How to provide unified queuing and agent routing services for multiple user access requests has become one of the most pressing problems for call centers.Under the background of business integration and network convergence in the current call center system,in order to offer a unified queuing routing services for different users,this paper designed and implemented a all-media call center based unified queuing and routing system.Unified queuing and routing system works as a function subsystem of all-media call center,and provide transition and matching service for users request between the CTI and agent.The system shields the difference of routing requests of different service access types,and process the routing requests unifiedly.At the same time,the dual-queue priority matching model is used to model the queues.The queuing model is established for routing requests and the skill set queue model for the business agents,the dual-queue model transforms the queuing and routing requests into an optimal matching process between two queues.In addition,the system also provides call records for user calls as well as statistical forecasting functions.This thesis firstly introduces the current situation of all-media call center,the research background and related technologies of unified queuing routing system.Based on the functional structure of all-media call center,this thesis analyzes the demand of the system.Then,the key technical problems in the process of system realization are explored.The dual queue priority matching model,the queuing routing strategy and the statistical prediction are discussed.Based on the analysis of the system,the system is overall designed,including the system architecture and the interaction flow.Based on the summary design,the detailed design and implementation of each function module are given,including function subdivision,workflow and implementation details such as database design and class diagram.At the end of this thesis,the system has been functionally tested and performance tested,and the verification of system prototypes and operational indicators has been completed.The problems to be solved in the future are also forecasted.