基于EAI的综合业务支撑系统的实现
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摘要
随着电信业务的发展,呼叫中心的地位越来越重要,作为呼叫中心核心之一的客服平台,对综合性、易用性、可维护性提出了更高的要求。本文通过实际的工作情况,对呼叫中心的基于EAI的综合业务支撑系统进行研究。
本文首先对CTZJ平台进行了研究,包括其五层体系、Adapter设计、数据路由等部分。然后在此基础上,构建了基于CTZJ的综合业务支撑系统。该系统把一些最常用的操作集中到一起,供相关人员使用,以提高生产效率。
然后,本文对综合业务支撑系统的需求进行了分析,给出了整体需求架构;设计出了系统的总体逻辑结构,采用B/S模式进行开发。
最后,本文从连接池、系统缓存数据、MVC体系、EAI的接口实现、XML处理、权限控制等方面,详细分析了综合业务支撑系统的技术要点,并给出了技术解决方案。我们把重点放在系统的MVC体系、EAI的接口实现方式——WebService以及XML的处理方法——XMLBeans上。
综合业务支撑系统的建设,实现了信息的实时更新和高度共享,缩短了获取信息的时间,减少重复劳动,降低出错率,从而大大提高了工作效率。
With the development of telecom business, the degree of CallCenter has become increasingly important. Customer service platform, as a core of CallCenter, also advanced higher demand of integrity, ease of use, and maintainability. Through practical work, this paper makes a study of integrated business support system bases on EAI of CallCenter.
Firstly, this article analysises the CTZJ EAI platform, including its five layer system, adapter design, and data routing, etc. Then, on that basis, we build the integrated business support system. This system centralizes the most frequent operations, for the use of related persons, to increase productivity.
Then, this paper analyses the requirement of integrated business support system, gives the overall demand structure; designs its overall logic structure, adopting B/S pattern to development.
Lastly, this article analyses main techniques of integrated business support system in detail, in terms of connectin pools, system cacheing data, MVC framework, implement of EAI interface, XML dealing, authority control, and also gives the technology solutions. The MVC framework, the implement mode of EAI interface——WebService, and the XML deal method——XMLBeans, are our emphasizes in this article.
The construction of integrated business support system, achieves information real-time updates and high degree of shared, shortens the time costs of accessing information, reduces duplicate efforts, reduces the error rate, thereby greatly increases productivity.
本文首先对CTZJ平台进行了研究,包括其五层体系、Adapter设计、数据路由等部分。然后在此基础上,构建了基于CTZJ的综合业务支撑系统。该系统把一些最常用的操作集中到一起,供相关人员使用,以提高生产效率。
然后,本文对综合业务支撑系统的需求进行了分析,给出了整体需求架构;设计出了系统的总体逻辑结构,采用B/S模式进行开发。
最后,本文从连接池、系统缓存数据、MVC体系、EAI的接口实现、XML处理、权限控制等方面,详细分析了综合业务支撑系统的技术要点,并给出了技术解决方案。我们把重点放在系统的MVC体系、EAI的接口实现方式——WebService以及XML的处理方法——XMLBeans上。
综合业务支撑系统的建设,实现了信息的实时更新和高度共享,缩短了获取信息的时间,减少重复劳动,降低出错率,从而大大提高了工作效率。
With the development of telecom business, the degree of CallCenter has become increasingly important. Customer service platform, as a core of CallCenter, also advanced higher demand of integrity, ease of use, and maintainability. Through practical work, this paper makes a study of integrated business support system bases on EAI of CallCenter.
Firstly, this article analysises the CTZJ EAI platform, including its five layer system, adapter design, and data routing, etc. Then, on that basis, we build the integrated business support system. This system centralizes the most frequent operations, for the use of related persons, to increase productivity.
Then, this paper analyses the requirement of integrated business support system, gives the overall demand structure; designs its overall logic structure, adopting B/S pattern to development.
Lastly, this article analyses main techniques of integrated business support system in detail, in terms of connectin pools, system cacheing data, MVC framework, implement of EAI interface, XML dealing, authority control, and also gives the technology solutions. The MVC framework, the implement mode of EAI interface——WebService, and the XML deal method——XMLBeans, are our emphasizes in this article.
The construction of integrated business support system, achieves information real-time updates and high degree of shared, shortens the time costs of accessing information, reduces duplicate efforts, reduces the error rate, thereby greatly increases productivity.
引文
[1]熊刚,陈平,金连甫.呼叫中心的构建[J] .计算机应用研究,2002(7):84-86.
[2]徐敏,张宏.银行呼叫中心建设的几点考虑[J].中国金融电脑,2003(6):54-56.
[3]潘中平.智能网呼叫中心的发展[J].电信技术,2000(11):8-10.
[4]金璞. CRM初学者入门-呼叫中心基础教程[EB/OL](2007-01-01) . [2009-07-02] http://crm.ctocio.com.cn/hjzx/79/7639079.shtml.
[5]宋庆峰,张岩.应用EAI技术构建新一代的电信运营支撑系统[J] .中国数据通信,2003(6):14-17.
[6]徐龙章.EAI,永远的主旋律[J] .现代信息技术,2003(11):2-11.
[7]郭东强.企业“信息孤岛”的产生与治理[J] .企业经济,2003(10):48-49.
[8] Rahul Sharma, Beth Sterns, Tony Ng.J2EE Connector Architecture and Enterprise Application Integration[M].New Jersey: Prentice Hall PTR,2003.
[9]汤海京.EAI使企业应用系统不再孤单[J] .机械工业信息与网络,2006(2):34-36.
[10] Lutz J C.EAI Architecture Patterns[J].EAI Journal, 2000 (3): 64-73.
[11]陶海燕,曹书涛.EAI在电子政务集成中的应用[J] .计算机应用与发展,2006(2):4-6.
[12]娄丽军. EAI技术和概念解析[EB/OL] (2004-12-01) . [2009-07-02] http://www.ibm.com/developerworks/cn/websphere/library/techarticles/loulijun/0412/eai.html.
[13]李永正.电信业务支撑系统的EAI架构规划[J].通信世界,2003(34):58-59.
[14]张炜.CS与BS混合软件体系结构及其在数字化教学系统中的应用[J].电脑知识与技术(学术交流),2007(18):1742-1744.
[15]侯淑英.B/S模式和C/S模式优势比较[J].沈阳教育学院学报,2007(2):98-100.
[16]杨绍力,余书举.基于JDBC的数据库连接池技术的研究与应用[J].计算机与信息技术,2005(11):15-17,83.
[17]陈敏仪.电子商务中的MVC设计模式应用[J].现代计算机,2004(7):64-66,89.
[18]尹汉东,任邵东,周生炳.基于J2EE的Web应用的MVC架构实现[J].计算机仿真,2004(11):133-136,175.
[19] Regis Coqueret, Marc Fiammante.为EAI选择JCA、JMS或Web服务[EB/OL] (2003-03-01)[2009-07-02]http://www.ibm.com/developerworks/cn/webservices/ws-jcajms/.
[20]潘向辉,鱼滨.基于WebServices的动态B2B商务应用集成[J].微机发展,2005(3):113-116.
[21]么炜,滕桂法,张文静,赵洋.基于Web Service的电子政务工作流系统的研究[J].计算机与信息技术,2007(3):88-90.
[22]胡峰稳;杨娟;姜兆华;白轶..NET下基于WebService实现CrystalReport与数据库的连接[J].软件导刊,2006(21):44-46.
[23] Thomas Erl.Service-Oriented Architecture a Field Guide to Integrating XML and Web Services[M].New Jersey: Prentice Hall PTR,2004.
[24]崔雨杨.Web服务与电子商务[J] .中国传媒科技,2005(3):43-45.
[25]潘蕾,徐汀荣.利用WEB服务实现EAI的探讨[J].现代计算机:下半月版,2005(7):52-54.
[26]吴翔,饶若楠.连接XML与对象的桥梁——XMLBean [J] .计算机工程,2004(S1):69-71,138.
[27]叶枫.利用XMLBean轻轻松松读写XML[EB/OL](2005-12-04) . [2009-07-02] http://www.matrix.org.cn/resource/article/2005-12-04/XMLBean_44027.html.
[28] Kunal Mittal .使用XMLBeans在Apache Geronimo中部署SOA应用程序[EB/OL](2006-09-07)[2009-07-02]http://www.ibm.com/developerworks/cn/opensource/os-ag-soa/.
[29]刘新法,叶晓俊.基于XMLBeans和Web服务技术构建SOA [J].计算机工程与设计,2007(06):1320-1323.
[30]周竞涛,王明微. Web Services Vs. EAI[EB/OL] . (2002-12-01)[2009-07-02] http://www.ibm.com/developerworks/cn/webservices/ws-wseai/.
[31] Edward Kit. Software Testing in the Real World. London:Pearson
[32] Miles Dixon.Project Management Body Of Knowledge,Fourth Edition.Association for Project Management,2000
[33] Mark Artiges. BEA WebLogic Server 8.1.机械工业出版社,2005
[34] SOA and Web Services [EB/OL].http://www.chinaitpower.net/IBM/SOAandWebServes/1.asp
[2]徐敏,张宏.银行呼叫中心建设的几点考虑[J].中国金融电脑,2003(6):54-56.
[3]潘中平.智能网呼叫中心的发展[J].电信技术,2000(11):8-10.
[4]金璞. CRM初学者入门-呼叫中心基础教程[EB/OL](2007-01-01) . [2009-07-02] http://crm.ctocio.com.cn/hjzx/79/7639079.shtml.
[5]宋庆峰,张岩.应用EAI技术构建新一代的电信运营支撑系统[J] .中国数据通信,2003(6):14-17.
[6]徐龙章.EAI,永远的主旋律[J] .现代信息技术,2003(11):2-11.
[7]郭东强.企业“信息孤岛”的产生与治理[J] .企业经济,2003(10):48-49.
[8] Rahul Sharma, Beth Sterns, Tony Ng.J2EE Connector Architecture and Enterprise Application Integration[M].New Jersey: Prentice Hall PTR,2003.
[9]汤海京.EAI使企业应用系统不再孤单[J] .机械工业信息与网络,2006(2):34-36.
[10] Lutz J C.EAI Architecture Patterns[J].EAI Journal, 2000 (3): 64-73.
[11]陶海燕,曹书涛.EAI在电子政务集成中的应用[J] .计算机应用与发展,2006(2):4-6.
[12]娄丽军. EAI技术和概念解析[EB/OL] (2004-12-01) . [2009-07-02] http://www.ibm.com/developerworks/cn/websphere/library/techarticles/loulijun/0412/eai.html.
[13]李永正.电信业务支撑系统的EAI架构规划[J].通信世界,2003(34):58-59.
[14]张炜.CS与BS混合软件体系结构及其在数字化教学系统中的应用[J].电脑知识与技术(学术交流),2007(18):1742-1744.
[15]侯淑英.B/S模式和C/S模式优势比较[J].沈阳教育学院学报,2007(2):98-100.
[16]杨绍力,余书举.基于JDBC的数据库连接池技术的研究与应用[J].计算机与信息技术,2005(11):15-17,83.
[17]陈敏仪.电子商务中的MVC设计模式应用[J].现代计算机,2004(7):64-66,89.
[18]尹汉东,任邵东,周生炳.基于J2EE的Web应用的MVC架构实现[J].计算机仿真,2004(11):133-136,175.
[19] Regis Coqueret, Marc Fiammante.为EAI选择JCA、JMS或Web服务[EB/OL] (2003-03-01)[2009-07-02]http://www.ibm.com/developerworks/cn/webservices/ws-jcajms/.
[20]潘向辉,鱼滨.基于WebServices的动态B2B商务应用集成[J].微机发展,2005(3):113-116.
[21]么炜,滕桂法,张文静,赵洋.基于Web Service的电子政务工作流系统的研究[J].计算机与信息技术,2007(3):88-90.
[22]胡峰稳;杨娟;姜兆华;白轶..NET下基于WebService实现CrystalReport与数据库的连接[J].软件导刊,2006(21):44-46.
[23] Thomas Erl.Service-Oriented Architecture a Field Guide to Integrating XML and Web Services[M].New Jersey: Prentice Hall PTR,2004.
[24]崔雨杨.Web服务与电子商务[J] .中国传媒科技,2005(3):43-45.
[25]潘蕾,徐汀荣.利用WEB服务实现EAI的探讨[J].现代计算机:下半月版,2005(7):52-54.
[26]吴翔,饶若楠.连接XML与对象的桥梁——XMLBean [J] .计算机工程,2004(S1):69-71,138.
[27]叶枫.利用XMLBean轻轻松松读写XML[EB/OL](2005-12-04) . [2009-07-02] http://www.matrix.org.cn/resource/article/2005-12-04/XMLBean_44027.html.
[28] Kunal Mittal .使用XMLBeans在Apache Geronimo中部署SOA应用程序[EB/OL](2006-09-07)[2009-07-02]http://www.ibm.com/developerworks/cn/opensource/os-ag-soa/.
[29]刘新法,叶晓俊.基于XMLBeans和Web服务技术构建SOA [J].计算机工程与设计,2007(06):1320-1323.
[30]周竞涛,王明微. Web Services Vs. EAI[EB/OL] . (2002-12-01)[2009-07-02] http://www.ibm.com/developerworks/cn/webservices/ws-wseai/.
[31] Edward Kit. Software Testing in the Real World. London:Pearson
[32] Miles Dixon.Project Management Body Of Knowledge,Fourth Edition.Association for Project Management,2000
[33] Mark Artiges. BEA WebLogic Server 8.1.机械工业出版社,2005
[34] SOA and Web Services [EB/OL].http://www.chinaitpower.net/IBM/SOAandWebServes/1.asp