基于EAI的综合业务支撑系统的实现

【作者】 钱则人；

【导师】 任立勇； 姜志爱；

【作者基本信息】 电子科技大学 ， 软件工程， 2011， 硕士

【摘要】 随着电信业务的发展,呼叫中心的地位越来越重要,作为呼叫中心核心之一的客服平台,对综合性、易用性、可维护性提出了更高的要求。本文通过实际的工作情况,对呼叫中心的基于EAI的综合业务支撑系统进行研究。本文首先对CTZJ平台进行了研究,包括其五层体系、Adapter设计、数据路由等部分。然后在此基础上,构建了基于CTZJ的综合业务支撑系统。该系统把一些最常用的操作集中到一起,供相关人员使用,以提高生产效率。然后,本文对综合业务支撑系统的需求进行了分析,给出了整体需求架构;设计出了系统的总体逻辑结构,采用B/S模式进行开发。最后,本文从连接池、系统缓存数据、MVC体系、EAI的接口实现、XML处理、权限控制等方面,详细分析了综合业务支撑系统的技术要点,并给出了技术解决方案。我们把重点放在系统的MVC体系、EAI的接口实现方式——WebService以及XML的处理方法——XMLBeans上。综合业务支撑系统的建设,实现了信息的实时更新和高度共享,缩短了获取信息的时间,减少重复劳动,降低出错率,从而大大提高了工作效率。更多还原

【Abstract】 With the development of telecom business, the degree of CallCenter has become increasingly important. Customer service platform, as a core of CallCenter, also advanced higher demand of integrity, ease of use, and maintainability. Through practical work, this paper makes a study of integrated business support system bases on EAI of CallCenter.Firstly, this article analysises the CTZJ EAI platform, including its five layer system, adapter design, and data routing, etc. Then, on that basis, we build the integrated business support system. This system centralizes the most frequent operations, for the use of related persons, to increase productivity.Then, this paper analyses the requirement of integrated business support system, gives the overall demand structure; designs its overall logic structure, adopting B/S pattern to development.Lastly, this article analyses main techniques of integrated business support system in detail, in terms of connectin pools, system cacheing data, MVC framework, implement of EAI interface, XML dealing, authority control, and also gives the technology solutions. The MVC framework, the implement mode of EAI interface——WebService, and the XML deal method——XMLBeans, are our emphasizes in this article.The construction of integrated business support system, achieves information real-time updates and high degree of shared, shortens the time costs of accessing information, reduces duplicate efforts, reduces the error rate, thereby greatly increases productivity.更多还原