Design And Implementation Of Call Platform

Thanks to the constant development of computer technology,network communication technology and information construction,the access to multi-media messages such as website,Wechat and cell phone APP emerge at the right moment.Under this background,enterprises can carry out business corresponding to different media messages and select the most appropriate methods to provide customers with superior and efficient services.Meanwhile,integrating enterprise internal and external collaboration can share data in different regions to enhance work coordination and efficiency.Aimed at the problems of call center in customer service at present,such as lack of unified service platform,failure in standard management during daily maintenance service and unable to achieve quantitative assessment on maintenance group,this paper analyzes the demands of call center platform;by means of comparing and thinking about various frameworks,it proposes the construction method of a call center suitable for fully covering IT maintenance service.With respect to hardware,one network and biplane structure is adopted for network design,where different network segments are separated through VLAN;except for primary database,over servers are deployed in the form of virtual machine.In the aspect of software,the application software system uses pure B/S framework for framework establishment;it designs based on object-oriented modeling method and standard three-layer system structure(control layer,model layer and view layer);in addition,the technologies used during design such as MVC and Hibernate are elaborated.Taking the issued service catalogue as main line,service request as process direction and multiple platforms as technical support,the service process design is implemented.At last,the flexible matching of basic and optional components are applied to realize process,work order and modularized call center platform.