Design And Implementation Of Contact Center Operation Management System

With the development of economy,various industries need a contact center to contact the user in a timely,provide users with convenient services and improve the user's experience.With the development of cloud computing technology,the solution called cloud call center that combines the contact center and cloud computing technology is created.It reduces the installation and maintenance costs of the call center.And it is also more user-friendly,users can use it by multiple channels to get the service provided by the contact center.Therefore,in order to make the use of the user more convenient,management,operation and maintenance of the system easier,you need to add a single sign-on function to the entire contact center,allowing users to switch between multiple systems,do not need to log in again;administrators can push messages to tenants,let the tenants receive the system information in a timely,and do not need to use other channels;the operation and maintenance personnel can also conveniently get the information of the middleware to facilitate operation timely.For solving the problem of the single sign-on,message push and middleware management of contact center,this paper designed and implemented a contact center operation management system,which provided a convenient operation for related personnel to operate and manage the contact center system.This paper describes the design and implementation of the system in detail by means of module descriptions.Firstly,the single sign-on module is introduced.The framework and flow of single sign-on are designed accordingly.With the use of SAML to complete single sign-on implementation,and corresponding design and implementation of single sign-on permission configuration and single sign-on parameters consent configuration;followed by the introduction of the message push module,this module introduce the websocket connection Establishment and message push flow implementation in detail,while accomplishing tenant's message management and administrator's message template configuration and other functions;finally introduced the middleware monitoring module,first introduced the middleware monitoring framework,then introduced the middleware monitoring business process design,and then The process of data filtering was introduced.Finally,the data involved in the monitoring of middleware was elaborated.The main part of this paper is completed through the introduction of the design and implementation of these three modules.After introducing the detailed design and implementation of the contact center operation management system,and then deployed the system,and carried out related functional tests and performance tests.The test results showed that the function basically met the requirements mentioned in demand analysis,the performance of the system load and compatibility have reached the expected demand.Although the system still needs further improvement,it has basically satisfied the need of providing operation and management for the contact center and provided great convenience for the user,administrator and Maintenance personnel.