| The appearance of video call centers conforms to the status quo of the rapid development of current society. Compared with voice call centers, the quality of video call centers is definitely a qualitative leap. With the idea of offering better service, this paper talks about adding video functions to make a brand-new video call center system on the basis of original voice call centers and applying the system into reality to realize its value.First, taking the status of video call centers as a point cut, this paper outlines the development history of call centers, briefly introduces the JAVA-based SSI framework used for developing WEB management system and focuses on the internal structure of network video call center in video call centers. The last part of relevant technology explains about IVVR and VXML scripts.Second, according to the different demands of the system, the system demands are simply divided into three parts:function demands, application demands and other demands. And function demands are further divided into resource management modules, resource push modules and resources processing modules. Demands analysis part gives a detailed analysis for each module in video call centers.Third, this paper mainly introduces the methods to implement the resource management push modules, video resource push modules and the video processing modules to realize the transfer from non-video resources to video resources. It designs and implements the VXML script used for system display. The last part is the detailed deployment plan for the deployment design of the system.Finally, this paper not only offers test cases but also makes simulated tests of concurrent calls in video call centers. At present, the system has been used in the current network and after the adjustment of testing, the operation state of the system lives up to the demands of system plan. The last part of the paper makes a brief summary of the development of this video call center and looks into the next step of it. |
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