Design And Implementation Of Psychological Hotline Call Centre System

With the development of society,Chinese teenagers are encountering various psychological problems in life,learning,interpersonal communion and self-consciousness,some of which can bring about severe problems even personality disorder and dystrophy if not dealt with duly and effectively,which threatens teenager's mental health.Because of the relatively simple methods,longer counseling cycle,poorer counseling efficiency and insufficient psychological consultants,traditional psychological counseling may be hard to meet the needs of increasing teenagers who are facing a wide variety of psychological problems.However,by virtue of its high efficiency and realtime performance for 24-hour multiplayer online service,psychological hotline call centre system relieves visitors of long waiting.What's more,in the case of various psychological problems teenagers are encountering,this system's application to psychological counseling can not only follow the development of campus,but also make up for the deficiency of traditional psychological counseling.On the basis of the requirements of call center system,firstly this thesis designs the physical structure and software hiberarchy structure of the hot-line center system on the whole.Secondly,the access layer and service layer of the hot-line center system are designed.Thirdly,the application layer is designed and implemented in great detail,which includes user login module,seat business management module and counseling file management module.Finally,the system is tested.It has been practically used by the consultants in the course of their counseling,and it proves to be the one of steady running,easy operation,friendly interface and perfect function.The primary system is designed by means of the call center system access,distribution,and business implementation,which is mainly divided into access layer,service layer and application layer.Access layer as the bottom one is responsible for connecting incoming calls from the outside line to the psychic hot-line.Service layer as the core of the center system,which is implemented by CTI,mainly takes responsibility for defining the call center's process,by receiving data of the access layer and the seat business module of the application for resource management.While loading the corresponding functional modules on the basis of access layer and service layer,application layer provides the consultants with business services,inquiry and management.