unicall系统的设计与实现软件工程专业论文.docxVIP

Unica Unica ll系统的设计与实现 摘要 呼叫中心又名Call Center或客户服务中心，其早期的呼叫中心 应用就是今天的热线电话、咨询电话，由受过训练的话务员专门接听 处理来电客户的各类问题如咨询、投诉、建议等。随着呼秘q中心的发 展需要，呼叫中心将作为企业与客户的重要接触点，承担起企业营销 策略的核心任务：电话销售、客户维系、营销渠道管理、网络营销管 理等。 本文首先介绍了呼叫中心的发展现状，以及未来的发展趋势。结 合具体项目Unicall系统，对Unicall系统的整体设计思路进行了说 明。进而提出了Unicall系统的基础模块的概要设计，并在此基础上 加入了CRM(客户关系管理)模块的设计。 在系统设计与实现部分，重点介绍了本人参与的系统权限模块与 业务模块。-通过分析几种访问控制技术，决定用RBAC数据模型来设 计权限模块，通过分配和取消角色来完成用户权限的授予和取消，实 现了用户与访问权限的逻辑分离，极大的方便了权限管理。根据RBAC 数据模型确立了模块的核心对象，在核心对象的基础上结合系统框架 分别设计出权限模块的功能点并加入了数据权限设计。进而用 Webwork-Hibernate-Spring框架技术逐步将设计在系统中实现。最 后在权限模块和系统框架的基础上，从客户的实际需求出发对 Unical l系统的业务模块进行了设计与实现。 关键字呼叫中心权限RSAC 关键字呼叫中心权限RSAC CRM The The Design and Realization of UnicaU System ABSTRACT Call Center,namely Customer Service Center,is established for dealing with several kinds of problems such as consulting， complaints，suggestion，just like today’S hotline which is treated by the skilled operators．As the development of Call Center,it will be considered as the significant combination of the corporations and the customers，which means it will play the most important part in corporations’marketing strategies，which involve telemarketing， customer support，marketing channels management，network marketing，etc． This thesis introduces the current situation of the Call Center,as well as its development in the future．Based on the analysis of Unicall System，this thesis illustrates the whole flame of the designment．What’S more，this thesis interprets the summery of the design of the basic module，combined with the design of CRM module． In the part of the system design and realizing，this thesis focus on RBAC and Business module．Compared with several other access control technologies，RBAC is suitable for the design permission module．Through the grant and termination of the customers’access permission which is realized by the distribution and cancellation of different different roles，RBAC carries out the logical separation of the customers’access permission，also，it facilitates the management of