Design And Implementation Of The Instant Messaging Subsystem In Call Center

Since its birth,call center technology has greatly improved the work efficiency and service quality of enterprise customer service by virtue of its advantages of high efficiency,unity,flexibility and scalability.The traditional call center is based on telephone network.With the rapid development of instant messaging applications and its penetration in various areas of life,a commercial call center system based on private communication protocols has emerged.However,independent modular call systems based on public instant messaging platforms are still relatively rare,and the existing information and systems are mostly for private business functions.Starting from the demand and aiming at the characteristics of instant messaging,this paper studies and analyses the technical architecture of call center and instant messaging system.Based on this,it puts forward a system architecture of modular instant messaging subsystem with high availability and easy expansion,and designs the functional division and:interaction rules of each module.Instant messaging subsystem is composed of instant messaging unified gateway,instant messaging switch,queuing machine,media server,automatic response service and interface terminal.The unified gateway is used to isolate inconsistencies between instant messaging platforms and internal messages of the system.The queuing machine routes and queues sessions uniformly.The media server is responsible for storing media resources and unifying instant messaging exchanges.Under the unified distribution and control of instant messaging switch,sessions and business services are accomplished through the cooperation of various modules.The paper also proposes a dynamic load balancing message queue to improve the efficiency of instant message processing.The instant messaging subsystem proposed in this paper is embedded in CRM management system.Node.js,WebSocket,Socket.io and Javascript are used as the key development technologies to implement the above modules with.Data persistence is achieved by using"Redis+Mysql" cache combination and object storage.The correctness and usability of the modular architecture design of instant messaging subsystem are verified through requirements analysis,design,development and testing.