【作者】 刘焕武；

【导师】 房国志；

【作者基本信息】 哈尔滨理工大学 ， 信号与信息处理， 2008， 硕士

【摘要】 本文针对黑龙江省科技馆具体需求,设计了基于呼叫中心的CRM系统,本系统对前台操作界面、后台数据表和用于前后台之间操作的类进行了设计,同时为了数据库设计中的安全问题,构建了一种混合加密算法,并将此算法应用到了系统中。本文首先介绍了CRM系统、呼叫中心和数据库加密技术在国内外的发展概况,还对本系统设计中所采用的技术进行了选型,针对本系统的设计要求把系统分为系统操作、资料管理、多媒体信息查询、业务信息查询和班长服务五个功能模块,同时在后台对数据表和存储过程进行了设计。其次,为了解决数据传输过程的安全问题,在对原有加密算法进行分析的基础上构建了一种新型的混合加密算法,对算法的加、解密效率和其他算法进行了比较验证,同时也对该算法的保密强度进行了分析,并且把此算法在本系统中进行了应用。在后台,为了保护系统数据的安全性,对系统的数据访问权限进行了划分,分为普通座席访问权限、班长座席访问权限和系统管理员访问权限三种。最后,在编码过程中,对Web.Config文件进行了配置,并且将常用的数据库操作封装成数据库访问类、并对所有对数据库的存储操作都使用了存储过程。实践表明,系统在运行速度、操作方便程度和工作效率等方面都得到了用户的认可。更多还原

【Abstract】 In this paper, according to the practical demands of Heilongjiang Science and Technology Museun, a CRM system for the Call Center is designed, which is included the designation of the forgrounding interface, the backgound data table, and the Class for the operation between foreground and background. For the security of the database in the designation, a mix encrypt algorithm is proposed and applied to the system.Firstly, the civil and international development of the CRM system, Call Center, and database encrypt technology is introduced,the adoptive technology of the designed system is chosen. According to the demands, system is divided into five modes, including system operation, management of information, query of multimedia information, query of operation information and monitor service.Secondly, in terms of solving the security,a new mix encrypt algorithm which is based on the conventional is proposed, The encrypt efficency and decrypt efficency of the proposed alogrithm is compared to the other alogrithm. Meanwhile, the secrect intension of the proposed algorithm is analyzed, and is applied to the system.In the background, for protecting the security of database, visiting permission to database is divided into ordinary staff permission, monitor staff permission and administrator permission.Lastly, the Web.Config document is configured in the process of coding, frequently-used code for operation of database is sealed into visiting Class, and the stored procedure is used for all stored operations. The experimental results indicate that the system is acknowledged by customers in running velocity, extent of convenience and work efficiency.更多还原