Design And Implementation Of Multi-tenant Configuration Management System In Multimedia Contact Center

With the rapid development of cloud computing technology and the advent of the all-media era,call centers have gradually evolved from traditional call centers to multimedia cloud contact centers.With traditional call centers,enterprises need to purchase their own servers and other equipment,to debug,maintain and set up their own operation and maintenance teams.The customer's access channels are simple and the procedures are cumbersome.The multimedia cloud contact center deploys the call center on the cloud and integrates multiple communication channels such as telephone,We Chat,webpage,and app.Enterprises do not need to purchase any hardware and software resources.As long as they rent services on demand,they can quickly build their own call center platform.The multimedia contact center system involved in this article is a joint enterprise and laboratory project that the author participates in,aiming to build a comprehensive all-media smart communication program.This article mainly introduces a subsystem of the multimedia contact center which is configuration management system.The system is supports multi-tenancy and is responsible for the configuration and management of the members and services of the contact center,and integrates the call data and agent work of the call center into statements as an important data reference for enterprise operations and decision-making.After analyzing the system architecture of the entire cloud contact center and the position of the system in the cloud contact center,this paper presents the detailed design and implementation scheme of the configuration management system,and realizes availability and load balancing schemes in Web application server and database.The system's technical development framework uses the SSM framework and follows the MVC design paradigm.Firstly,the table design of My SQL database and the key design of cache Redis are introduced.Then the system is divided into two parts,the configuration management module and the statistical query module,and the detailed design and implementation process of these two modules are given.In the configuration management module,the three functions of member management,IVR management,and outbound call management are mainly described.Firstly,the steps and processes of tenant management for members are introduced,and the relationship between important implementationclasses is given.Then,the process of IVR process files from configuration to effective in IVR management is introduced in detail,and the IVR process files and nodes are mainly described.Finally,we describe the implementation of the three functions of outbound call task creation,outcall list management,and task execution result data query in outbound call management.The implementation principle and class design are given.In the statistical inquiry module,the process of designing and implementing the recording listening function and the statistical inquiry function is mainly described.First of all,introducing the detailed process of recording listening implementation class and audio recording screen playback.After that,it describes the realization process of three functions: real-time monitoring of seat status in statistical inquiry,agent statistical index buffer migration to database,and end-of-day statistics.Based on the realization of system functions,the process of using NGINX and Keepalived to implement system load balancing and high availability is introduced to ensure that the system maintains high performance and high reliability in the event of sudden increase in data volume and server downtime.At the end of the design and implementation chapter,we introduced the REST API design specification and the implementation of secure access in this article.Finally,this paper carries on function test and performance test to the system.The functional test guarantees the function of the system to reach the expected functional demand,and the performance test mainly tests the response speed and performance situation of the system from the point of load balance and high availability.The result shows that the performance of this system is consistent with the expected results and meets the design requirements.