基于呼叫中心CRM系统的数据库设计
摘要
本文针对黑龙江省科技馆具体需求,设计了基于呼叫中心的CRM系统,本系统对前台操作界面、后台数据表和用于前后台之间操作的类进行了设计,同时为了数据库设计中的安全问题,构建了一种混合加密算法,并将此算法应用到了系统中。
本文首先介绍了CRM系统、呼叫中心和数据库加密技术在国内外的发展概况,还对本系统设计中所采用的技术进行了选型,针对本系统的设计要求把系统分为系统操作、资料管理、多媒体信息查询、业务信息查询和班长服务五个功能模块,同时在后台对数据表和存储过程进行了设计。
其次,为了解决数据传输过程的安全问题,在对原有加密算法进行分析的基础上构建了一种新型的混合加密算法,对算法的加、解密效率和其他算法进行了比较验证,同时也对该算法的保密强度进行了分析,并且把此算法在本系统中进行了应用。
在后台,为了保护系统数据的安全性,对系统的数据访问权限进行了划分,分为普通座席访问权限、班长座席访问权限和系统管理员访问权限三种。
最后,在编码过程中,对Web.Config文件进行了配置,并且将常用的数据库操作封装成数据库访问类、并对所有对数据库的存储操作都使用了存储过程。实践表明,系统在运行速度、操作方便程度和工作效率等方面都得到了用户的认可。
In this paper, according to the practical demands of Heilongjiang Science and Technology Museun, a CRM system for the Call Center is designed, which is included the designation of the forgrounding interface, the backgound data table, and the Class for the operation between foreground and background. For the security of the database in the designation, a mix encrypt algorithm is proposed and applied to the system.
Firstly, the civil and international development of the CRM system, Call Center, and database encrypt technology is introduced,the adoptive technology of the designed system is chosen. According to the demands, system is divided into five modes, including system operation, management of information, query of multimedia information, query of operation information and monitor service.
Secondly, in terms of solving the security,a new mix encrypt algorithm which is based on the conventional is proposed, The encrypt efficency and decrypt efficency of the proposed alogrithm is compared to the other alogrithm. Meanwhile, the secrect intension of the proposed algorithm is analyzed, and is applied to the system.
In the background, for protecting the security of database, visiting permission to database is divided into ordinary staff permission, monitor staff permission and administrator permission.
Lastly, the Web.Config document is configured in the process of coding, frequently-used code for operation of database is sealed into visiting Class, and the stored procedure is used for all stored operations. The experimental results indicate that the system is acknowledged by customers in running velocity, extent of convenience and work efficiency.
本文首先介绍了CRM系统、呼叫中心和数据库加密技术在国内外的发展概况,还对本系统设计中所采用的技术进行了选型,针对本系统的设计要求把系统分为系统操作、资料管理、多媒体信息查询、业务信息查询和班长服务五个功能模块,同时在后台对数据表和存储过程进行了设计。
其次,为了解决数据传输过程的安全问题,在对原有加密算法进行分析的基础上构建了一种新型的混合加密算法,对算法的加、解密效率和其他算法进行了比较验证,同时也对该算法的保密强度进行了分析,并且把此算法在本系统中进行了应用。
在后台,为了保护系统数据的安全性,对系统的数据访问权限进行了划分,分为普通座席访问权限、班长座席访问权限和系统管理员访问权限三种。
最后,在编码过程中,对Web.Config文件进行了配置,并且将常用的数据库操作封装成数据库访问类、并对所有对数据库的存储操作都使用了存储过程。实践表明,系统在运行速度、操作方便程度和工作效率等方面都得到了用户的认可。
In this paper, according to the practical demands of Heilongjiang Science and Technology Museun, a CRM system for the Call Center is designed, which is included the designation of the forgrounding interface, the backgound data table, and the Class for the operation between foreground and background. For the security of the database in the designation, a mix encrypt algorithm is proposed and applied to the system.
Firstly, the civil and international development of the CRM system, Call Center, and database encrypt technology is introduced,the adoptive technology of the designed system is chosen. According to the demands, system is divided into five modes, including system operation, management of information, query of multimedia information, query of operation information and monitor service.
Secondly, in terms of solving the security,a new mix encrypt algorithm which is based on the conventional is proposed, The encrypt efficency and decrypt efficency of the proposed alogrithm is compared to the other alogrithm. Meanwhile, the secrect intension of the proposed algorithm is analyzed, and is applied to the system.
In the background, for protecting the security of database, visiting permission to database is divided into ordinary staff permission, monitor staff permission and administrator permission.
Lastly, the Web.Config document is configured in the process of coding, frequently-used code for operation of database is sealed into visiting Class, and the stored procedure is used for all stored operations. The experimental results indicate that the system is acknowledged by customers in running velocity, extent of convenience and work efficiency.
引文
[1]李农.银行客户服务中心规划与建设[M].北京:电子工业出版社,2005:60-64.
[2] Janice Anderson.为企业带来竞争优势的客户关系管理[J].世界电信,2000,6(4):23-26.
[3] Ravi K,Andrew W.电子商务管理指南[M].北京:清华大学出版社,2000:77-79.
[4]何家峰,叶虎年.面向对象的专家系统的研究[J].华中理工大学学报:自然科学版,1999,27(8):16-20.
[5]曼尼诺,唐常杰.数据库设计、应用开发与管理[M].北京:电子工业出版社,2005:14-18.
[6]徐能伟.客户关系管理系统在汽车企业中的应用[J].汽车工业研究,2005,(5):14-18
[7]吴伦.银行客户服务中心运营管理[M].北京:电子工业出版社,2005:198-202.
[8]屈军锁,张晓燕.呼叫中心技术特点及其发展[J].现代电信科技,2000,(3):21-25.
[9]翟鸿鸣.银行CRM系统的分析与设计[J].微机发展,2004,(1):23-29.
[10]刘伟.CRM实施的几个问题的探讨[J].信息技术与信息化.2005,6(3):71-73.
[11] Jaideep Srivastava, Jau-Hwang Wang, Ee-Peng Lim, et al A Case for Analytical Customer Relationship Management Lecture Notes in Computer Science. 200,2336(14): 235-346.
[12]马文杰.基于AVAYA平台的自来水呼叫中心[J].电脑知识与技术,2004,23:81-83.
[13]何为民,戚英豪,黄佩伟.基于CTI技术实现小型呼叫中心[J].计算机应用与软件,2004,21(6):43-44.
[14] Dino Esposito.构建Web解决方案—应用ASP.NET和ADO.NET [M].梁超.清华大学出版社,2002:89-94.
[15] JoséGalindo, Juan M.Medina, Olga Pons, et al. A Server for Fuzzy SQLQueries. Lecture Notes in Computer Science. 1998,1495(164): 356-453.
[16] John Kauffman,Brian Matsik等著.张哲峰,黄翔宇等译. ASP.NET数据库入门经典-C#篇[M].清华大学出版社,2003:145-153.
[17]肖小红,王芙蓉,黄本雄.基于CTI开放平台的呼叫中心的设计和实现[J].微型电脑应用,2001,17(3):54-58.
[18]孔延香,李永忠,郭秀峰.ADO.NET数据库访问技术研究与实现[J].计算机应用,2005,16(207):51-53.
[19]李吴健.浅谈多媒体呼叫中心在电子政务中的发展应用[J].电信科学,2004:75-77.
[20]叶飞,傅海阳.呼叫中心的技术研究和方案实现[J].电力系统通信,2001,3(6):11-15.
[21]解季萍,王杰,谢刚.基于ADO.NET技术的数据库访问研究[D].云南民族大学学报,2005,14(3):13-17.
[22]郭冠清,陈明,景博.呼叫中心核心技术的创新与实现[J].计算机工程与应用,2002,38(22):177-178.
[23] Lonnie Wall,Andrew Lader.构建Web服务和.NET应用程序[M].康博译.北京:清华大学出版社,2002:235-258.
[24]郭冠清,陈明,景博.呼叫中心核心技术的创新与实现[J].计算机工程与应用,2002,38(22):177-178.
[25]许娓.呼叫中心的核心技术及组成[J].电脑与信息技术,2001,25(5):15-18.
[26]赵志诚,徐玉斌.基于C/S模式的Winsock网络通信程序的开发[J].计算机工程,2000,(4):24-26.
[27]黄刚,赵校.B/S和C/S模式在MIS中的比较[J].铁路计算机应用,2004,(2):51-52.
[28] Kyungsook Han, Dongkyu Lee. Web-Based Intelligent Call Center for anintensive Care Unit. Lecture Notes in Computer Science. 2001,2091(30): 220-259.
[29] Bernhard Bauer, Cornel Klein. A Multi-agent Solution for Advanced Call Centers. Lecture Notes in Computer Science. 2004,1611(10): 450-459.
[30] Oliver, Richard L, Rust, Roland. T et al. Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing,2003,73(3): 311-336.
[31] Aksin, O. Zeynep,Harker, Patrick T.Capacity sizing in the presence of acommon shared resource:Dimensioning an inbound call center.European Journal of OperationalResearch, 2003, 03: 464-48.
[32]陈孝威,陈凌云.三层体系结构的客户机/服务器[J].计算机应用,2000:21-27.
[33]罗涛,李燕林.基于Microsoft.NET框架下的B/S+SOAP结构ERP系统中的应用[D] .湖南冶金职业技术学院学报:自然科学版,2005,6(3):213-215.
[34] Stefan Helber, Karl-Heinz Waldmann. Editorial-Call Center Management OR Spectrum. 2003, 26(30): 24-53.
[35] Bo Huang, Hui Lin. Design of a Query Language for Accessing Spatial Analysis in the Web Enviroment. GeoInformatica. 2002, 3(19): 165-183.
[36]岳玉霞,高存宝.用呼叫中心建立新型客户服务模式[J].电信建设,2000,10(4):12-15.
[37]王晨,张毅谨,朱俊德.发展呼叫中心的五项关键技术[J].现代电信科技,2000:12-17.
[38] Halford, Victoria. Technoligy use and psychosocial factors in the self-reporting of Musculoskeletal disorder symptoms in call center workers. Journal of Safety Research, 2003: 167-173.
[39]高晓冬.呼叫中心的发展及在电信领域的应用[J].铁道通信信号,2002,9:6-10.
[40]詹素青.基于B/S模式MIS的开发[J].电化教育研究,2004,(8):28-32.
[41] Liao K J. Browser/Server Platform Solution to the financial Software of Management Type. Computer Engineering&Science, 1998: 79-82.
[42] D. Abramson, G.. Watson, L. P. Dung. Guard: A Tool for Migrating Scientific Applications to .NET Framework. Lecture Notes in Computer Science. 2002, 2330(834): 420-1153.
[43] Krill, Paul. Ten Changes to Visual Studio. IinfoWorld, 2005, 27(23): 55-59.
[44] Ilir Gashi, Peter Popov, Vladimir Stankovic. et al On Designing Dependable Services with Diverse Off-the-Shelf SQL Server. Lecture Notes in Computer Science. 2004, 3069(191): 246-436.
[45]胡志奇.数据库安全与加密技术研究[J].计算机与现代化,2003, (11):58-61.
[46] Xiao Xiaokui, Tao Yufei. Anatomy: Simple and Effective Privacy Preservation[A]. Proc of VLDB 06[C]. 2006: 139-150.
[47]韩星华,陈刚,朱诗兵.基于AES和RSA的XML加密方案和实现,信息安全和通信加密.2005:25-27.
[48] Douglas R.stinson.密码学原理与实践北京:电子工业出版社.2003:17-19.
[2] Janice Anderson.为企业带来竞争优势的客户关系管理[J].世界电信,2000,6(4):23-26.
[3] Ravi K,Andrew W.电子商务管理指南[M].北京:清华大学出版社,2000:77-79.
[4]何家峰,叶虎年.面向对象的专家系统的研究[J].华中理工大学学报:自然科学版,1999,27(8):16-20.
[5]曼尼诺,唐常杰.数据库设计、应用开发与管理[M].北京:电子工业出版社,2005:14-18.
[6]徐能伟.客户关系管理系统在汽车企业中的应用[J].汽车工业研究,2005,(5):14-18
[7]吴伦.银行客户服务中心运营管理[M].北京:电子工业出版社,2005:198-202.
[8]屈军锁,张晓燕.呼叫中心技术特点及其发展[J].现代电信科技,2000,(3):21-25.
[9]翟鸿鸣.银行CRM系统的分析与设计[J].微机发展,2004,(1):23-29.
[10]刘伟.CRM实施的几个问题的探讨[J].信息技术与信息化.2005,6(3):71-73.
[11] Jaideep Srivastava, Jau-Hwang Wang, Ee-Peng Lim, et al A Case for Analytical Customer Relationship Management Lecture Notes in Computer Science. 200,2336(14): 235-346.
[12]马文杰.基于AVAYA平台的自来水呼叫中心[J].电脑知识与技术,2004,23:81-83.
[13]何为民,戚英豪,黄佩伟.基于CTI技术实现小型呼叫中心[J].计算机应用与软件,2004,21(6):43-44.
[14] Dino Esposito.构建Web解决方案—应用ASP.NET和ADO.NET [M].梁超.清华大学出版社,2002:89-94.
[15] JoséGalindo, Juan M.Medina, Olga Pons, et al. A Server for Fuzzy SQLQueries. Lecture Notes in Computer Science. 1998,1495(164): 356-453.
[16] John Kauffman,Brian Matsik等著.张哲峰,黄翔宇等译. ASP.NET数据库入门经典-C#篇[M].清华大学出版社,2003:145-153.
[17]肖小红,王芙蓉,黄本雄.基于CTI开放平台的呼叫中心的设计和实现[J].微型电脑应用,2001,17(3):54-58.
[18]孔延香,李永忠,郭秀峰.ADO.NET数据库访问技术研究与实现[J].计算机应用,2005,16(207):51-53.
[19]李吴健.浅谈多媒体呼叫中心在电子政务中的发展应用[J].电信科学,2004:75-77.
[20]叶飞,傅海阳.呼叫中心的技术研究和方案实现[J].电力系统通信,2001,3(6):11-15.
[21]解季萍,王杰,谢刚.基于ADO.NET技术的数据库访问研究[D].云南民族大学学报,2005,14(3):13-17.
[22]郭冠清,陈明,景博.呼叫中心核心技术的创新与实现[J].计算机工程与应用,2002,38(22):177-178.
[23] Lonnie Wall,Andrew Lader.构建Web服务和.NET应用程序[M].康博译.北京:清华大学出版社,2002:235-258.
[24]郭冠清,陈明,景博.呼叫中心核心技术的创新与实现[J].计算机工程与应用,2002,38(22):177-178.
[25]许娓.呼叫中心的核心技术及组成[J].电脑与信息技术,2001,25(5):15-18.
[26]赵志诚,徐玉斌.基于C/S模式的Winsock网络通信程序的开发[J].计算机工程,2000,(4):24-26.
[27]黄刚,赵校.B/S和C/S模式在MIS中的比较[J].铁路计算机应用,2004,(2):51-52.
[28] Kyungsook Han, Dongkyu Lee. Web-Based Intelligent Call Center for anintensive Care Unit. Lecture Notes in Computer Science. 2001,2091(30): 220-259.
[29] Bernhard Bauer, Cornel Klein. A Multi-agent Solution for Advanced Call Centers. Lecture Notes in Computer Science. 2004,1611(10): 450-459.
[30] Oliver, Richard L, Rust, Roland. T et al. Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing,2003,73(3): 311-336.
[31] Aksin, O. Zeynep,Harker, Patrick T.Capacity sizing in the presence of acommon shared resource:Dimensioning an inbound call center.European Journal of OperationalResearch, 2003, 03: 464-48.
[32]陈孝威,陈凌云.三层体系结构的客户机/服务器[J].计算机应用,2000:21-27.
[33]罗涛,李燕林.基于Microsoft.NET框架下的B/S+SOAP结构ERP系统中的应用[D] .湖南冶金职业技术学院学报:自然科学版,2005,6(3):213-215.
[34] Stefan Helber, Karl-Heinz Waldmann. Editorial-Call Center Management OR Spectrum. 2003, 26(30): 24-53.
[35] Bo Huang, Hui Lin. Design of a Query Language for Accessing Spatial Analysis in the Web Enviroment. GeoInformatica. 2002, 3(19): 165-183.
[36]岳玉霞,高存宝.用呼叫中心建立新型客户服务模式[J].电信建设,2000,10(4):12-15.
[37]王晨,张毅谨,朱俊德.发展呼叫中心的五项关键技术[J].现代电信科技,2000:12-17.
[38] Halford, Victoria. Technoligy use and psychosocial factors in the self-reporting of Musculoskeletal disorder symptoms in call center workers. Journal of Safety Research, 2003: 167-173.
[39]高晓冬.呼叫中心的发展及在电信领域的应用[J].铁道通信信号,2002,9:6-10.
[40]詹素青.基于B/S模式MIS的开发[J].电化教育研究,2004,(8):28-32.
[41] Liao K J. Browser/Server Platform Solution to the financial Software of Management Type. Computer Engineering&Science, 1998: 79-82.
[42] D. Abramson, G.. Watson, L. P. Dung. Guard: A Tool for Migrating Scientific Applications to .NET Framework. Lecture Notes in Computer Science. 2002, 2330(834): 420-1153.
[43] Krill, Paul. Ten Changes to Visual Studio. IinfoWorld, 2005, 27(23): 55-59.
[44] Ilir Gashi, Peter Popov, Vladimir Stankovic. et al On Designing Dependable Services with Diverse Off-the-Shelf SQL Server. Lecture Notes in Computer Science. 2004, 3069(191): 246-436.
[45]胡志奇.数据库安全与加密技术研究[J].计算机与现代化,2003, (11):58-61.
[46] Xiao Xiaokui, Tao Yufei. Anatomy: Simple and Effective Privacy Preservation[A]. Proc of VLDB 06[C]. 2006: 139-150.
[47]韩星华,陈刚,朱诗兵.基于AES和RSA的XML加密方案和实现,信息安全和通信加密.2005:25-27.
[48] Douglas R.stinson.密码学原理与实践北京:电子工业出版社.2003:17-19.