Application Development, Call Center Operations System

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.