Private College Recruitment of Students’ Call Center Sysetm Design and Implementation
|School||Xi'an University of Electronic Science and Technology|
|Keywords||Call Center CTI Recruitment of Students Private Colleges|
Computer Telephony Integration (CTI) technology is the product which the current computer technology and the communication unify. Put CTI-based call center system technology into the work of university recruitment of students work, use communications networks and computer networks in a number of functional integration, establish an integrated information service system in order to effectively provide students with high-quality, high efficiency, the omni-directional service, is the the research objectives.This article takes some university’s recruitment of students’call central system’s construction as a foundation. first of all, for the topic background、call center development present situation, prospects for development, classification, basic composition, key technologies and so on to research.Through the collation and analysis of requirements, compared the advantages and disadvantages of different plans, determined finally that this system uses small call center construction plan that based on the computer voice card way.In the system overall design stage, in order to achieve the "high cohesion, low coupling", and separate the user interface and business logic, uses typical three-tier design ideas, recruitment of students’call center system architecture is divided into access layer, call control layer, the business to achieve layer, and detailedly researches and analyses the various parts of the system, obtains the system architecture diagram.According to user’s requirements, completes the design of functional structure diagram. The system is divided into call service processing, queue management, voice management, information management, work management, statistical analysis, text messages module, system management eight functional modules. In the call control layer, researches the server-side and client-side module division with emphasis,and designs in detail the key processing flow of the user incoming call’s processing, call’s processing, recording’s process, playback’s process, processing of picking up the telephone, hangup’s processing, messaging module’s processing and so on. At the same time, analyses basic operation flow of recruitment of students, has completed the database design.In the system implementation phase, according to the system design, uses the VB, one by one to complete procedures of the CTI server-side initialization, the call control, monitoring contact surface and so on, and functions and interfaces of the client-side call processing, recording, playback, and information records, system management, send and receive messaging. Combined with database design, uses JSP, completes the query statistics module of B/S structure, using intuitive, the image of histogram, pie chart and so on, the results of the statistical analysis be shown to the end user.Before the formal delivery, from the line reliability, the server-side and the client-side correspondence’s validity, the situation of incoming call’s processing, compression and transmission of the voice information, the achievement of system functions and so on several aspects,to design test cases in order to test and assess. According to the test procedure and the test results, confirm that the system is working normally to achieve the system-building goals.