呼叫中心业务系统的应用开发

【作者】 陈浩然；

【导师】 陈志刚；

【作者基本信息】 中南大学 ， 计算机应用技术， 2004， 硕士

【摘要】 1860／1861呼叫中心是中国移动通信为客户提供服务的窗口，是联系客户与移动公司的纽带，也是传统营业及服务手段的延伸。业务系统作为湖南移动1860／1861呼叫中心的重要组成部分，作为客户代表服务于客户的主要工具，具体实现了客户服务系统的功能。 1860／1861呼叫中心的业务系统与多个异构系统存在交互，同时随着移动业务的增长，呼叫中心的访问量也不断增加，要开发一个能在复杂上下文中稳定工作的业务系统，往往采用基于中间件技术的三层客户／服务器的模型作为系统架构。 本文主要介绍了业界领先的交易中间件—BEA TUXEDO及其在移动1860／186l呼叫中心业务系统中的设计和实现。首先，阐述了分布式计算技术的发展及中间件技术，分析了中间件技术的组件软件模型的结构、系统组成和功能，介绍了中间件的基本概念和主要用途，以及XA接口与两阶段提交协议；接着详述了基于BEA TUXEDO中间件平台的呼叫中心业务系统的设计与实现，介绍了本系统的架构模型和功能模型，TUXEDO平台的客户机／服务器数据交互机制，并且针对本系统的具体情况，采用自定义数据结构的方法，较好地实现了前后台数据的交互；最后，文章就实际开发中遇到的需求不稳定的问题提出了一种解决方案并介绍了具体实现。更多还原

【Abstract】 1860/1861 callcenter is a window provided by China Mobile for its clients. It is both a tache between the clients and China Mobile and an extension of the traditional business and service measures. The business system embodies the function of client/service systems as an important element of 1860/1861 callcenter of Hunan Mobile and the major instrument used by the client representatives for their clients.The business system of 1860/1861 callcenter is interactive with many heterogeneous network systems. At the same time, the access amount is increasing along with Mobile’s developing business. In order to develop a business system that is able to work within a complicated context, a three-tier client/server architecture based on middleware is often adopted as the system structure.This thesis introduces a leading middleware product in the field, TUXEDO produced by BEA, and the design and realization of the business system of 1860/1861 callcenter.First, the thesis discusses the development of distributed computer technology and middleware technology, analyzes the structure, system constitution and function of the software styles of middleware elements and introduces the basic concept and main use of middleware, XA interface and two-phase commit protocol.Then the thesis explores the design and realization of the business system of the call center based on the BEA TUXEDO middleware platform. It also introduces the architecture model and function style, the client/server data interaction system of TUXEDO platform, which successfully realizes database interaction by adopting user-defined data frame in accordance with the practical conditions of the system.At last, the thesis brings forward a solution to the unstable demand in practical development and introduces its realization in detail.更多还原