Call center middleware software interface design method

Abstract

The invention provides a call center middleware software interface design method. Middleware software automatically processes the logic relationship between every two commands, a message-driven mode architecture is provided for a software integrator, an OCX control and DLL (dynamic link library) and IP (internet protocol) soft phone protocol stacks are packaged, and a URL (uniform resource locator) entry with CRM (customer relationship management) software is provided. A call center interface control, an SIP (session initiation protocol) soft phone and an explorer control are integrated, a user can deploy a call center only by configuration, the logic relationship between every two commands is processed by a program of a middleware, an available command list is automatically returned after each command is issued, the software integrator only needs to process a command return result and select available commands from the available command list, so that the user can process logics and do multiple-choice questions by himself through secondary development of the call center middleware, the development process is greatly simplified, training cycle is shortened by three quarters, and development cycle is shortened by nearly half.

Description

technical field [0001] The invention belongs to the field of computer software development, in particular to a method for designing an interface of call center middleware software. Background technique [0002] At present, there are no norms and standards for the connection between call center middleware and business systems (known as CRM systems in the industry) domestically and internationally. It is still difficult for software vendors who want to integrate systems through call center middleware to develop interfaces. The simpler it is, the shorter the development system cycle is, the lower the technical requirements for software integrators and developers are, the lower the training costs are, and the developed products are more stable. [0003] At present, most of the call center middleware is mainly to call OCX control or DLL, and only provide the command and the result document returned by the command, so that the call center and the business system can be seamlessly ...

AI Technical Summary

Problems solved by technology

[0003] At present, most of the call center middleware is mainly to call OCX control or DLL, and only provide the command and the result document returned by the command, so that the call center and the business system can be seamlessly connected, just like a system, but the operation command There is a logical relationship between distributions, and some operations are mutually exclusive. If the logical relationship is not handled properly, it is easy to cause system downtime.

At present, call center middleware in the market adopts this method for non-interface integration, but in the process, it is found that a lot of training is required for secondary development of users, and sometimes it is necessary for users to understand some principles of underlying operations, which is time-consuming and laborious to develop.