Design And Implementation Of Comprehensive Management System For Call Center Of Fujian Branch Of CMCC

Although the application of Office Automation(OA) technology has beenknown as a very useful tool, which are designed with lots of function, the realistic purpose of their users is not fully considered. That leads to a result which is the system can’t be satisfied the enterprises who spent lots of fund on it. It is failed to enhance the efficiency of management.This thesis illustrates an real instance about an comprehensive management system based on the office automation application which is designed for Call Centre of China Mobile Fujian branch, which fully satisfy the demand of users. Interoperability, portability, flexibility are perfectly mix together.This thesis research the comprehensive management system based on the office automation application which is used for Call center. First of all, this paper discusses the development of OA system and the application characteristics in Call Centre of China Mobile Fujian branch, and put forward a comprehensive management system construction of Call Centre application scenarios. Secondly, it refers the relevant technical theory using in the system structural design and functional implementation, such as JAVA language, HTML, JSP and SQL databases concepts. Thirdly, According to a lot of research results and the actual requirements, it decides to use the design idea of module, including system-based function, human resources management function, workflow function and the materials management function. And then it discusses on the design of the system, including architecture design, network structure design, system function design and database design. Finally, it studies the mainly functional implementation of the system, and the system development tools, running environment deployment, tools and techniques development framework is introduced in this paper.