The Design And Implementation Of Service Monitoring System In Cloud Contact Platform

Since 1990 s,China has formally introduced the call center system.With the continuous development of Internet technology,the call center system experienced four generations of technological changes.From manual hotlines to IVR voice system,and to the call center system which incorporated with computer telephony integration technology.With the maturity of cloud computing technology,it slowly changes from the call center based on service provider to a customer-centric cloud contact platform.It provides enterprises with convenient and diversified communication services including short messages,e-mails,telephones,and online customer service.As an enterprise cloud contact platform application which continuous echancing it's features,we need a good service monitoring system to guarantee it's reliability.This paper mainly introduces the design and implementation of a service monitoring system based on cloud contact platform.First of all,this paper proposes the function of the service monitoring system based on the analysis of the needs of the service monitoring system.Then,this paper classifies the service monitoring system into a monitoring subsystem based on the service itself and an analysis subsystem based on the service log,and separately carries out framework design,module division and module implementation for these two subordinate subsystems.In the design and implementation of monitoring subsystems,this article focuses on the monitoring of server clusters and the monitoring of services that provide functionality.The monitoring of server cluster is completed by integrating Ganglia,and the monitoring of services is accomplished through the PING/PONG protocol based on message queues.In the design and implementation of the analysis subsystem,this article analyzes the existing project Log Analyzer and proposes the lack of this project,and builds an analysis subsystem on the basis of making up these deficiencies.At the same time,this paper proposes a pattern matching algorithm and a log time division storage scheme to adapt the new functional requirements of the service monitoring system.After introducing the design and implementation of the service monitoring system,this paper performs functional tests and performance tests separately on its two subsystems to ensure that it meets the system's functional requirements and performance requirements.