Design and Implementation of Hotline of Quality Supervision System
|Keywords||12365 Quality Supervision Hotline CTI VOIP IVR / FAX Connection control|
In recent years, as the country's opening up and people's lives become increasingly rich, the product quality will become a part of daily life with the masses, the state gradually increased the quality of the work and the work of inspection and quarantine management, and planning information construction quality supervision work The \In order to fully rely on the majority of consumers monitor product quality, increase efforts to crack down, the State Quality and Technical Supervision opening of the \\Shandong Province Quality and Technical Supervision in the information construction has been walking in the forefront of national quality inspection system and building the province's quality supervision system standard, fast, and effective quality complaints call center system has been very necessary, thus, \hotline system came into being. Based on this demand, the paper on the current call center processes and their implementation in the software platform to do a more in-depth analysis, and on this basis, dedicated to the design and development of a set of quality supervision system, in line with the operating mode 12365 Quality Supervision Supervisor hotline system. Systems are widely used component technologies to internal business information exchange platform based, the provincial quality supervision service specifications and data standards for the design basis, a browser interface, the full establishment of advanced, safe, reliable, flexible, easy to extend, operate Simple, easy to maintain, interoperability, information sharing across the province unified hotline 12365 quality supervision system. System uses the industry-leading CTI and multimedia technology, the outside world can use the telephone, fax, Internet and other ways to enter the \System based on J2EE framework, to take three-tier architecture design, divided into front-end applications (interactive automated voice systems, artificial agent system, online 12365 systems), application support platform and system software and hardware platform for application support platform as the core, security and standard warranty. Be achieved while using VOIP voice networking, support for remote agents. The system provides users with a connection control, user rights management, configuration management, customer management, outgoing call management, quality supervision service, statistical reports, Internet Services, IVR / FAX functions, the province's quality supervision to adapt to changing business core foundation and key technologies. The successful application of this system, which can effectively reflect open government, increasing the transparency of administrative law enforcement and reduce the quality of public complaints of difficulty, to improve quality of public service agencies.