Design And Implementation Of Componentized Multimedia Workbench System

With the rapid development of computer technology,cloud contact center has been widely used in all walks of life,playing an increasingly important role in business activities.The multimedia workbench system is a subsystem of the cloud contact center system,which provides a platform for the communication between the seats and customers.The communication methods include text,audio and video,multimedia files,etc.With the continuous development of front-end technology,the technology based on front-end modularization is becoming more and more mature.It is an urgent need to develop a convenient,fast,smooth communication,comprehensive management and excellent performance multimedia workbench system,which makes the system convenient to meet the work needs of enterprise seats,but also enhances the user experience and user dependence.This paper develops a customer-centric system which uses mature computer technology and communication technology to deal with a large number of customer business,in order to solve the problem of pain points in traditional development.The research work of this paper is to realize a complete multimedia workbench system based on the idea of front-end component.The specific work is as follows:1)The basic components of the system are designed and implemented with the idea of component-based development based on Vue.The basic components mainly realize the functions of instant communication,routing navigation,network request and view display.The instant communication component is implemented by Web Socket and Vuex technology.Web Socket technology is used to realize the real-time communication between the system and the server,and Vuex technology is used to save the session state in the communication process.2)According to the system requirements of the multimedia workbench system,this paper introduces the overall architecture of the cloud contact center system,the architecture and functional structure of the multimedia workbench system.Design and implement the function of transfer,help and meeting in the process of text interaction.Web RTC is used to realize the audio and video communication on the browser side,and the functions of on,off and mute in the process of audio and video communication are designed and implemented.3)The single sign on model based on CAS protocol is used to realize the login and logout function of the agent,so that the user can access one or more connected systems in the enterprise through a user name and password login.Complete the function of background service management,including knowledge base management,service history management and customer information management.4)Through the performance optimization of the system from the rendering level and the network level,to improve the user experience of customers and the service efficiency of the seats,the functions of the basic components and the core business components in the system are tested in an all-round way,and the performance and compatibility of the system are tested,and the test results are consistent with the expectations.The system implemented in this paper has a certain role in promoting the development of cloud contact center.At present,the platform has been applied to the new generation of intelligent customer service of Bank of China,providing a more perfect customer service mechanism for enterprises.However,there are still some areas to be improved in the system.First,the statistical report module can be added,such as the detailed information of all calls within the specified time.Second,the monitoring module can be added to monitor the status of all lines and seats,and be displayed in the form of statistical chart.