Call Center Work Order Management System Design On Mobile Phone Terminal

The subject analyzes the functions and processes of the calling center system in Shenyang Media Network Limited Company.Considering the actual need of daily repair personnel, receiver and other staff, aiming at the development direction for the current calling center, this subject optimizes the design and make a development for calling center ticketing management system in the Shenyang media network limited company.This paper introduces the calling center’s mobile phone terminal ticketing management system in Shenyang broadcast and television,which is based on the design and application of Android platform, combining the customer calling center in traditional broadcast and television industry with the latest 3G mobile network technology and real-time data exchange technology, from 3G network utilized by wired network computer terminal extending to the intelligent mobile phone terminal, achieving a seamless handoff for the distributed business logic processing, wired and wireless network, transferring data information.This system uses the C/S structure pattern as the system structure, utilizing Android technology to develop mobile ticketing management system. Based on the original database in the calling center Oracle as database to store data information, the information is accessed, read, modified, updated through the system of mobile phone client.The functions of multimedia calling center ticketing management system, such as receiving and dispatching work order, delaying work order, processing work order, etc,are realized. In the process according to the actual situation of the maintenance employees, work order processing should be reasonably analyzed and adjusted. From job posting to job receiving and to job processing and inquiry, the whole streamline operation of work order management is realized. Considering the calling center ticketing management system as the main line, combining each function with the process closely, the calling center work order management in Shenyang broadcast and television becomes Mobile and informatization.In order to improve the effect of the repair order processing, which is necessary to call center position on behalf of the timely communication with the repair order processi ng personnel, to receive the repair order and process on time, the traditional way is usua lly connected by paper work order or single contact SMS work, which causes the increa se of the communication cost, information incomplete or it is difficult to repair order rep ly, which affects the working efficiency.Solving the above problems is the ultimate pur pose of the design of mobile intelligent terminal.According to the trend of calling center’s development, rationally using the existing resources, the system established a reasonable cooperation between the operator and the repair personnel, and perfectly solved uncertain factors such as information changes caused by the original paper work orders. The system not only reduced the repair personnel’s workload, improved work efficiency, but also saved a lot of costs for maintenance, realizing the scientific management to repair personnel and adapting to the new demand for the business development of Shenyang broadcast and television network.