Application And Impliment Of WFMS In Call-Center

Modern call center become customer key part , relation of administrative system as enterprise and customer way exchanged to go on. It utilizes Computer Telephony Integration (CTI) to communicate and combine with computer. Use the simple and convenient information of obtaining of the family, thus improved service quality, enhancement competitiveness to the customer. It reduce manage expenses, and can whole day round-the-clock service , with network technology globalization, especially swift and violent development of internet technology, call center system is move towards the network technology by ordinary phone gradually, its communication means is traditional telephone, IP telephone, network website and set of the E-mail. it has incomparable advantage of traditional customer way.Today call center is developing rapidly in our country and brings great profit to enterprises distinctly. The call-center must be set up to work, adopting the advanced service means to satisfy customer, making the company be placed in the beneficial position in increasingly vigorous market competition. In order to meet the development of call center and service customers' better, call center needs to manage its business centralized and optimize its business process. And because many business processes of call center are real time and similar, it is not only necessary but also very appropriate to analyze and research the business processes of call center using workflow technique.Workflow technique is a newly a risen research direction that develop sin 9 O'sin last century. It is one of the most potential directions in the realms of computer application technique and information technique.Topic in this paper comes from the company's project, as the call-center of the bank of HUAXIA .This Call-center is above architecture of webwork+spring+hibernate which is a mature source-open J2EE frame . The three-tier application based on MVC architecture of J2EE has good expansibility reliable security and easiness to seamless integration with existed application systems and supports fast development. In the MVC architecture of this call-center system, webwork accomplish presentation layer and hand over its business logic to Spring, manage objects' relation of between controller and data access object through Spring ,and make data persistence by Hibernate.After analyzing this typical architecture of J2EE, how to integrate our jbpm workflow engine with the application platform of call-center and how to use workflow technology to manage the business process of call-center is studied in this paper.Using the jbpm workflow engine implement the workflow management function of call-center system of the bank of HUAXIA. JBoss jBPM has its position in workflow application for the powerful function, highly extended design pattern and ease of use, and jbpm is an enterprise-ready application resulted from the combination of the above architecture with MVC architecture of J2EE, so adoption jbpm workflow engine in our call-center system is possible. Finally, this thesis made an in-depth analysis on jBPM system structure, model designing and task management etc, and then introduced how workflow management implemented on the analysis of the workflow of loan which was the typical task of the bank of HUAXIA.