Design And Implementation Of Contact Cloud Public Service

With the increasingly mature of cloud technology and Internet technology,the call center has developed from the traditional call center to the cloud-based contact call.Contact call center module is very complicated background of cloud,for the convenience of a system to realize multiple enterprise applications and convenient project later maintenance and secondary development,the cloud contact core modules in the system is divided into public service module and the module of public service.Public service module refers to the projects in different application scenarios need to fit the different needs of the business module,so that every time contact cloud system adapted different project only need to change the contents of the public service module to complete the project docking,reduce the workload of system core module modification,so as to improve the maintainability and extensibility of contact cloud system performance and robustness,etc.This thesis is mainly to contact cloud system of public service module for research and development,including the message gateway module,file server module and system used in some of the middleware,including cache service and message queue,to improve the scalability and robustness of public service module,and aiming at gateway module in contact cloud system load ability of design and implementation of gateway cluster scale-out architecture.This thesis mainly focuses on the design and implementation of the common service module of the contact cloud system.Firstly,the design and implementation of the horizontal extension architecture of the gateway service module of the liaison cloud system is carried out.Meanwhile,a unified and standardized interface is provided for the middleware services used in the system,including the cache service and message queue.Then,a new message gateway service module is designed and implemented in the contact cloud system.This module is mainly responsible for connecting third-party services in the contact cloud system.According to the current business scenario,intelligent algorithm is integrated into the message gateway module to improve the service quality of the system.The message gateway module mainly includes intelligent robot and outbound call volume prediction.Among them,intelligent robot mainly shields the third-party robot interfaces of different enterprises in a different way and provides unified external standardized robot interface services.The outbound call volume prediction module mainly includes the outbound call module of the contact cloud system to predict the outbound call volume of the seat at each outbound call,and the most appropriate outbound call volume is obtained according to a predictive call training engine.Finally to contact cloud system to contact cloud system used in the high availability of private cloud file server architecture design scheme is given,at the same time in contact cloud system of private cloud and public cloud of the shielding of the difference of the file server modules for public cloud file server mainly include ALY cloud with object storage OSS,at the same time provide a unified file server service SDK and JS-API standard interface.In the system test section of this thesis,it mainly conducts functional test and performance test for the public service module of the contact cloud system designed in this thesis.The performance test is mainly from the two aspects of load balancing and high availability related test,the test results are normal and meet the design requirements.In the end,this thesis summarizes the problems encountered in the design and implementation of the liaison cloud public service,and makes a prospect and plan for the next research work.