Urban Management Law Enforcement Command Joint Action Work Plan
1. System Background With the rapid development of economy, urban society is increasingly diversified and complicated, and the difficulty of urban management is increasing. In order to establish and improve the rapid response system and long-term management mechanism of urban management; Investigate the illegal and irregular behaviors related to urban management in the work and life of the broad masses of the people, properly and enthusiastically solve the hot and difficult issues concerning urban management that are of concern to the people; and close the relationship between the administrative law enforcement departments of the city and the people; Broaden the channels of social supervision, timely grasp and deal with the criticisms, opinions and suggestions of the people's public on urban management law enforcement, urban management law enforcement teams and urban management law enforcement personnel; for this reason, establish a city management administrative law enforcement linkage system.
Through the urban management law enforcement command linkage system, it provides a comprehensive, accurate and fast information feedback channel for urban management law enforcement work, so as to effectively improve the city administrative law enforcement management level, service quality and work efficiency; thus, the urban management administrative law enforcement work is gradually becoming informationized and standardized. Institutionalized track.
2. System Overview The urban management law enforcement command linkage system integrates the current popular c4i technology, integrating voice, data, graphics and other information into one, providing telephone, fax, wireless data, internet and other access methods, through voice system navigation, large capacity Data exchange, dynamic information sharing, viewable text transmission, etc. to achieve unified command, scientific dispatch, rapid response, city management bureau, district bureau, squadron three levels of law enforcement linkage; that is, listening to clear, seeing, checking fast, to The shortest time and the highest efficiency solve the problems that people are most concerned about.
3. System architecture information access system The information access system mainly provides users with information interface for business complaints and reports, which can realize information complaints and reports of telephone, fax, newsletter, web, etc.; the information access part also includes user movement of command linkage department Access.
The command center system command center consists of complaints, business agents, command and dispatch personnel, etc.; it mainly completes functions such as accepting complaints and reports from users, accepting complaints and reporting, command and dispatch, and monitoring targets.
The linkage system system command center system and the linkage department mis system are connected, and the command center dispatcher transmits command and dispatch orders to the related departments according to the complaint report acceptance information, and the linkage department specifically completes the complaint report request processing.
When the auxiliary information system command center and the linkage department need the assistance of the auxiliary system, the auxiliary information system can be accessed through the service gateway. The auxiliary information system includes the gis geographic information system, the gps satellite positioning system, and the remote video monitoring system.
4. System composition and function system is mainly composed of report complaint acceptance system, gis geographic information system, gps satellite positioning system, image monitoring and display system; the system also provides an open standard interface, which can realize the regional network of the law enforcement bureau system. , special network, external network, resource database connection.
4.1. Complaint Reporting Acceptance System
4.1.1. System Overview The complaint reporting acceptance system is mainly responsible for the access and acceptance of the user complaint report information, and the business agent uniformly receives the user complaint report; the dispatcher formulates corresponding quick response measures, and issues specific dispatch instructions to the related departments. To handle complaints and reported incidents, responsible for unified command and dispatch of the entire joint operation.
4.1.2. System Structure The complaint acceptance system is implemented based on the talented call center platform. It is mainly divided into three levels, hardware layer, support layer and business layer. The following figure describes the hierarchical model of the system:
4.1.2.1. Overview of the hardware layer of the hardware layer This layer abstracts and encapsulates the hardware features and functions of the computer phone. The purpose is to prohibit hardware differences, establish the association between logical devices and resources, and facilitate the realization of the voice function of the computer phone. The multi-signal compatible processing provides the function realization of the computer telephone set; the functional entity corresponding to the hardware layer is the access processing single, and the different access modes are implemented by different access processing units, and the upper layer application does not need to directly access the hardware. The media stream data can be controlled in real time, thereby realizing various types of computer phone sets, and can support users to access the system by telephone, fax, computer, and the like.
4.1.2.2. Support Layer Support Layer Overview This layer is the core component of the system platform. It consists of multiple service components and provides system services to the client by applying the interface layer. This layer implements management of telephone services and management of service resources through abstraction and encapsulation of computer telephony applications, including: state management, data transfer, and voice processing modules.
Support layer characteristics
a, the core communication server of the whole system; analysis and processing system communication instructions; monitoring and monitoring system resource status;
b. The intelligent route distribution voice channel determines the fpp point of the voice channel service according to the access number set by fpp;
c. Intelligent routing assignment agents, according to various allocation principles, assign artificial channels according to the executive functions and priorities of the attendants;
4.1.2.3. Business layer Business layer overview This layer implements its own specific functions through various interfaces, and quickly generates new services through the combination of applications. Business functions include automatic voice navigation service, manual traffic service, background service processing, background service management, etc.; also includes access to local data, external data obtained through the gateway, internet data, and related user data and services according to the requirements of the support layer. After the data is organized, it will be returned to the support layer in time.
Business layer characteristics
a, support a variety of services, support large-scale business processing, business processing load balancing distribution;
b. Graphically design the voice process, and quickly generate a voice process script by dragging and drawing;
c. Dynamically load and unload voice process scripts to generate voice services online;
d, can use the agent proxy server to support large-scale agent processing;
e. Improve powerful data monitoring, data alarm and system monitoring functions;
f. Provide users with direct development of business processes using advanced programming languages.
4.1.3. System function
4.1.3.1. User Information Accessing Multiple Access Modes Users can conduct complaints reporting, business consultation, and service requests. They can interact with the business acceptance system through telephone, fax, SMS, and web. The system performs unified access processing on user requests. .
Public alarm: mainly when an emergency occurs, the general public can call the alarm number at any time to make an alarm;
The automatic call distribution system can perform automatic traffic distribution according to its own algorithm; realize automatic service distribution, and notify the most idle seats and the agents that are most suitable for providing services.
The caller information is displayed at the same time as the user's telephone access system, the system will automatically intercept and display the report phone number, and query the relevant information base according to the report phone number to extract relevant information of the report unit or individual.
Event geolocation is based on the report information provided by the reporter, calling the geographic information database information, and displaying the report location on the electronic map of the agent computer for geolocation.
The user information can be registered in the agent computer by means of manual input, such as the time, place, and characters of the event, and can be automatically classified according to the report information to save the backup; or the paper document can be printed for backup.
The automatic information forwarding service enters the user complaint information into the system, and the system automatically forwards the information to the dispatching seat. The dispatching seat screens the complaint information and forwards the complaint to the specific jurisdiction, such as the municipal bureau, according to the corresponding business acceptance process. The brigade, the district bureau and the squadron will accept the feedback and record them and transfer them to the data management system for storage.
Synchronous digital recording When the agent answers the user's complaint report phone, the synchronous recording function can be started to synchronize the recording, and the content of the call between the complainant and the agent is recorded by voice file. The recorded file is called the calling number, date and time. Waiting for record keeping, it can be called up at any time and played at any time, which provides convenience for post-mortem verification and analysis.
Forced interruption of the call In order to avoid a complaint when the phone is busy, the system may control the line status of the complaint telephone, and the system will force the interruption of the call after prompting the complainant.
The agent traffic function can set the assignment priority of each agent; it can be divided into ordinary seats, squad seats, quality inspection seats, etc.; the attendant seats have all the traffic functions such as: access, call, hold, mute, call out, transfer Pick up, fax, conference, three-way call, monitor, monitor, etc.
4.1.3.2. Intelligent Command, Dispatching, Command and Dispatching Function Command and dispatch is mainly realized by pstn wired communication network, gsm wireless communication network and computer network; the command and dispatch system is used to quickly and accurately complete the voice command and data text command to each linkage unit. .
a, pstn network scheduling: through the pstn network to achieve scheduling of the dispatching command center to each linkage department.
b. gsm wireless network scheduling: The dispatching command center is dispatched to each linkage department through the gsm network mode.
c. Computer network scheduling: realize the computer network between the command center regional network and the linkage departments of the municipal bureau, regional bureau, squadron, etc., form a powerful computer information network, and realize the scheduling information between the command center and each linkage department. Real-time delivery, feedback.
When the synchronous digital recording system performs command and dispatch, it can start the synchronous recording function for synchronous recording. The call process is recorded on the hard disk by voice. The recorded file can be called up at any time according to the calling number, date, time and storage. Play and check at any time.
The auxiliary decision-making function system has a large number of various auxiliary decision-making plans built in; when the relevant complaints report events occur, they can be called out in time, and should be handled in an orderly manner according to different disposal plans; the auxiliary decision-making system can also guide according to the prepared work plan. Synthetic unit synthesis drills to improve business processing level.
One machine multi-screen function can be selected according to the actual situation: one machine double screen, one machine multi-screen, two-machine three-screen, two-machine multi-screen, etc. for information display.
When accessing other system systems, it is necessary to call various other system data, and other information systems can be accessed through the data gateway; conveniently and quickly realize interconnection with gis geographic information system, GPS satellite positioning system, video real-time monitoring system, linkage department mis system, etc.; Synchronous display of scheduling information and event real-time processing information.
4.1.3.3. Integrated data management Data storage access records store detailed case information; provide classified queries, and set access permissions so that different levels of personnel can query different types of access data.
The comprehensive statistical report analyzes the business data statistically, and forms various statistical reports and vector data graphs, such as business reports, histograms, pie charts, etc., and visually shows the working conditions within a certain period of time. For example, the number of cases in this period, the closing rate of a squadron of a district bureau, various problems, etc.; decision makers can use this as a basis to conduct research and deployment of the next phase of work.
4.2.gis Geographic Information System
4.2.1. System Overview With the rapid development of modern command and dispatch systems, more than 85% of the data in the statistical modern social information system have geographic attributes. The gis geographic information system uses information such as maps, graphs and charts. Through the query and manipulation of the database, the analysis and processing of various types of information can be realized, and the results can be clearly displayed in the form of geographical distribution or chart, so that the user can be immersed.
The gis GIS infrastructure platform uses a full component technology, a multi-level component model, and a good architecture. The product has good scalability and excellent operating efficiency. The visualization technology is used and the development process is simple. It is suitable for a wide range of development tools and can be connected to various databases. The system successfully solves the scale 1:10000, 1:XX,1 :1000, 1:500, 1:50 map synthesis problem, the map error is only 0.1mm, which is exactly the same as the accuracy of the aerial survey map. It achieves high precision and high quality. It adopts button control, convenient operation and powerful function. .
4.2.2. System function Geographic information rich In the output terminal, you can see high-definition, high-quality geographic information screen, which can quickly display the city geographical map, urban traffic map, urban large-scale buildings, and dense population on the computer screen. Map information such as the area.
Searching for information can directly check the name of the specific geographical location, environmental profile, road conditions, police distribution and other precautions from the gis geographic information system; display the exact location of the reported incident and the surrounding map, and explain the complaint in words Report source, complaint report registration.
A variety of display modes can be displayed in multiple layers, which can quickly realize map switching between multiple windows: the control personnel can search, enlarge, zoom in and view the local information, and zoom in and out, zoom in and out. It is also possible to display an image by specifying the place name to be viewed, and the local map information is changed, and the related map can be modified.
The auxiliary dispatching function cooperates with the GPS satellite positioning system to determine the current position and status of the accepted vehicle based on the road name, building and other information on the electronic map; it can query the parameters of the vehicle terminal, receive the information of the timing of the vehicle terminal, and record the work of the dispatcher. The situation, with historical track playback and historical data retrieval function, to meet future queries.
The auxiliary analysis function provides a variety of data display methods, such as pie charts and histograms, which facilitates the commander to perform regular classification and statistics, and imposes precautions on the report-prone areas to minimize losses; the layered tool can be used to display the concentrated area for reporting events. In addition to graphical tools, a powerful database connection function helps users to establish a map file with all the data related to a certain location. Its analysis function can greatly improve the efficiency of the system.
4.3.gps satellite positioning system
The GPS satellite positioning system provides real-time navigation and positioning capability for vehicles and other vehicles; the driver can know the specific location at any time through the vehicle GPS receiver; the dispatching command center can also grasp the specific position of each vehicle in time for dispatching and commanding. .
The GPS satellite positioning system is mainly composed of an on-board unit and a back-end receiver; a GPS positioning system is installed on the vehicle, which can automatically receive the data signal transmitted by the navigation satellite, and calculate the latitude, longitude, altitude and relative speed of the point at which it is located. The data is transmitted back to the command center through gsm, and the information of the vehicle is visually and visually displayed on the central computer/large screen electronic map in the form of graphics and text. The dispatching command center can grasp the specific location of each vehicle in time for dispatching and commanding.
4.4. Image monitoring and display system The remote video monitoring system can monitor the eight chaos phenomenon such as occupation of the road, chaos and construction, real-time understanding of the progress of illegal buildings that have not obtained relevant procedures and law enforcement of law enforcement personnel in the front line. Free up a lot of manpower and vehicles. It is recorded and stored as video data when needed, and used as evidence in the event of a dispute. The optical cable video transmission system and the millimeter wave emergency open image transmission system can be used to transmit the scene to the command center in real time.
The image display system adopts a video control matrix to realize grouping and switching of video input and output. The large screen projection/video wall display subsystem can display various video signals such as computer rgb signal and network rgb signal with high brightness and high definition. Analog video and other signals.
4.5. Main business functions
4.5.1. Complaints and Reports Access to the public can call the unified service number to make complaints and reports and service requests. It can also access the command and dispatch center system through different means such as newsletter and internet. The system automatically sends the access report to the call. In the idle business seat, the reporter and the agent talk, and the agent forms a standardized event record on the terminal computer of the system.
4.5.2. The complaint reporting system will send the report event or service request record to the corresponding dispatch terminal. The dispatcher can query relevant data through the computer-aided dispatching system, formulate response measures, and issue specific dispatching instructions to the relevant joint action units.
4.5.3. Complaints and reports The relevant linkage units arrive at the scene according to the dispatching instructions and take corresponding measures to perform the tasks; at the same time, the voice information, data information and image information of the relevant scenes can be transmitted back to the command center through the wireless communication system to form the command center and the scene. Interactive feedback between.
4.5.4. Monitoring and Recording The command center will display the whole process of event handling as needed for real-time monitoring; the information network and voice recording equipment will faithfully record event-related data and voice information for retrieval and query.
4.5.5. Statistics and Reports The business departments conduct statistical analysis on a regular basis to form relevant statements. The business management department conducts trend analysis and strategy formulation based on relevant statistical analysis reports.
4.6. Business workflow
a. After the general incident business process receives the complaint from the user, the command and dispatch center issues the dispatching instruction to the relevant linkage unit according to the report acceptance information; the command center guides the linkage unit to the scene according to the information obtained by the geographic information system and the satellite positioning system in real time; After the unit arrives at the scene, it will report the attendance, arrival time and early disposal to the linkage command center through wireless, wired communication system and real-time image transmission system. The linkage command center will display the information through the communication system and real-time image according to the summary information of all parties. The system conducts command and dispatch in a step-by-step manner; the public feedback processing results are obtained after the case is ascertained and the processing is completed.
b. The major event business process receives the complaints from the user and reports to the dispatching center to issue the prior dispatching instructions to the relevant linkage units according to the report information and the auxiliary emergency decision plan; the command center guides the linkage unit according to the information obtained by the geographic information system and the satellite positioning system in real time. Go to the scene to perform the task; the leaders of the joint command center and the relevant staff members rushed to the scene to directly grasp the situation as needed, and put forward disposal opinions for the decision of the superior leadership decision. Before the superior leader has not arrived at the scene, the on-site command point can be determined according to the leadership authorization. Temporary command on the spot to exercise the prior command; the relevant personnel of the linkage unit and the joint command center will report to the joint command center in time through the wireless, wired communication system and real-time image transmission system after the arrival of the personnel through the wireless, wired communication system and real-time image transmission system; The joint command center and the on-site command center carry out the next coordinated command and dispatch according to the summary information of the parties through the communication system and the real-time image display system; the public feedback processing results are obtained after the case is ascertained and the processing is finished.
4.7. Business Function Structure The system is divided into four layers from the service function structure: access layer, service layer, processing layer, and management layer.
The access layer can provide multiple access to multiple complaints and reports such as telephone, newsletter, and internet.
The service layer completes the complaint reporting service acceptance function, conducts command and dispatch, and monitors business acceptance in real time.
The processing layer linkage department executes the scheduling command in time to process the service request; and feeds the processing result back to the linkage command center.
The management mainly completes the data management and system maintenance management; the module manages and counts the business data, and can generate statistical reports according to the total amount of business, total traffic, and traffic distribution, and regularly report to the relevant departments for the superiors. The department and the linkage department timely monitor the event processing status and supervise the service quality.
The business function describes the customer relationship management record for the user profile and customer history call. When the user calls in again, the system automatically calls up the historical information to provide targeted and fast service to the user. It can analyze the user information generated by the call center, conduct data mining, treat different categories of users differently, provide decision support for formulating strategies, better meet user needs, and provide personalized services.
The agent listens to the user's incoming call and records the information to form a file. The user profile includes the user list, basic user information, event content, etc. The user history call record includes the user name, user service time, service content, service result, accepting personnel, and service. Information such as personnel; more active outbound methods can also be used to confirm, verify, and supplement files.
The consulting business uses multimedia technology to query consulting information, which can include text, sound, images and images. The consulting business includes information related to urban management. Information can be accessed through the information acquisition system of the system, or directly through the system to retrieve relevant information directly on the Internet. Various types of consulting services, such as telephone, fax and web, can be provided as needed.
The acceptance business acceptance service is one of the core services of the system. The business mainly includes the following main contents:
Complaints and reports of violations of the city's violations and violations of the public's acceptance of the city's reports of complaints and reports of violations of the city's dirty, various city violations, violations, and prompt and effective handling, and timely feedback to the public.
Reports and complaints from the urban management personnel of the public are accepted and accepted by the public hotline linkage unit, and the relevant departments are instructed to investigate and deal with them, and report the results to the report and the complainant in a timely manner.
Accepting the public's criticisms, suggestions and opinions to accept criticisms, suggestions and opinions from the public on the quality of work, work efficiency and work style of the urban management unit.
Examples are as follows:
• Business registration
The csc traffic agent enters the user's business service request and submits the background data processing.
• Business Processing When there is a new automatic telephone and web receiving service in the business processing room, this order will automatically appear in the list of processing work orders through the detection of the background automatic detection program. In this list,
You can modify the various information of the work order and save it. After saving, the system will think that you have processed this ticket;
You can choose to choose in "Patch Mode":
No order: this work order will not be distributed;
Manual phone: This work order will be notified to the payee department and the acceptor by making a call;
E-mail: This work order will be distributed by sending e-mail;
You can choose in "Reply Mode":
No reply: this work order will not reply;
Manual phone: This work order will notify the accepted contact by making a call;
E-mail: This work order will be replied by sending e-mail;
The active service business utilizes the system's outgoing call function, and actively contacts the public according to the system user database library to provide services such as family service, customer search, and customer survey.
The family service pays tribute to the user by sending songs, sending souvenirs, and sending e-cards on specific days, such as the user's birthday, festivals, etc., thereby achieving the goal of narrowing the distance with the citizens and improving the government's image.
The public returning to the public actively contacted the citizens who had requested the service from the system and took the initiative to ask the public about the quality of work, work efficiency and work style of the urban management unit.
The telephone survey actively seeks the opinions and suggestions of the citizens through manual or automatic telephone surveys, promptly reports to the relevant departments and timely processes and improves them, and effectively improves the city's management level, service quality and work efficiency.
• Business return visit In this dispatch module, you can query all the work orders in the system and make a return visit to the work order. The following is the return visit setting for the work order “123”. If you click the button “Generate the return visit form” ", the system will automatically generate a return visit ticket, you can modify the return visit type to manual phone or e-mail, you can modify the pre-review time, contact, contact address to return content.
This module is mainly used for the processing of the active return visit service. Here, you can add the return visit form, modify the return visit form, delete the return visit form, and if there is a call related to the return visit form, you can use "add related call" and "delete". Relevant acceptances are used to maintain and return visit orders related to the order.
• Survey Notification In this interface, you can view the survey form defined in the system, and select the details of a survey form to notify the business acceptance seat to investigate the user through the “Notification Survey”.
• Automatic service setting Automatic service setting is used to set the processing process of automatic service. For automatic telephone and web services, depending on the type of service, it can be assigned to the processing of the processing or automatically assigned or assigned to the agent. If it is the processing of the processing seat, It will appear in the automatic phone and web receiving service module. If it is handled by the agent, it will be automatically transferred to the agent.
The e-mail reply setting is the reply address when transmitting the e-mail. The "report address when the e-mail is sent" means that when the e-mail is sent, an e-mail will be sent to the acceptor. The reply address of the e-mail; "Reply address when the e-mail reply" means that when the e-mail is used to reply to the customer, an e-mail will be sent to the client, and if the customer needs to reply to the e-mail, the reply address used; "Reply address when e-mail returns" means that when e-mail is used to return to the customer, an e-mail will be sent to the customer, the reply address of this e-mail.
• Automatic return visit setting automatic return visit setting is an automatic return visit to the work order. If the system automatically generates a return visit ticket, the system will automatically search for the work order. For the eligible work orders, generate a return visit form according to the settings. A maximum of ten return visits can be generated. The interval is the interval from the last return visit to the current return visit.
4.9. Business Data Statistics The back-end data management module manages and counts business data, generates a variety of statistical reports, and regularly reports the statistical reports of business services to relevant departments, or reports relevant statistical data to the higher authorities, so that the higher-level departments and linkage departments can grasp them in time. The city's service situation, so as to better improve the city's management level, service quality and work efficiency.
The statistical classification and examples of each data are as follows:
1. Detailed statistics when calling in
2. Total business statistics
3. Work order processing statistics
4. Work order processing time statistics
5, work order processing time rate statistics
6. Incoming workload statistics
7, outbound business statistics
8, traffic distribution system
9, traffic statistics
10. Employee call volume statistics
11, traffic log statistics
5. System features and advantages
5.1. System characteristics
1. Unified message access allows users to interact with the system in various ways, such as telephone, fax, brief message, email, web, etc., to obtain the information needed by the user conveniently and in a timely manner.
2. Multiple scheduling modes: wired, wireless, and computer network simultaneous scheduling; the same interface quickly completes voice commands and data commands;
3. Support various cti technology systems to integrate technologies such as switching, voice, fax, route distribution, voice synthesis, voice recognition, ip voice, internet communication, and wireless communication;
4. Automatic digital recording automatically digitally records the user complaint report phone and the command dispatch phone.
5, gis / gps assisted decision-making automatically locates the location of the event and displays the surrounding geographical conditions, traffic conditions, real-time command and dispatch of the business acceptance vehicle;
6. Powerful networking function has multiple relay interface modes; supports multiple signaling methods such as China No.1 signaling, China No.7 signaling isup, tup, etc., supports multi-network interworking, and can realize fixed network, mobile network, The convergence of network services such as data networks.
7, business rapid generation system software and business separation, business can be easily and quickly generated through graphical design. Both automated voice processes and manual business service processes can be customized to meet customer needs.
8. Powerful traffic distribution provides a complete automatic call distribution function with multiple traffic assignment methods, such as: balanced traffic assignment customer priority assignment, operator priority assignment, business group assignment, skill group assignment, user assignment, and Assign the distribution method of the original service personnel.
9. The layered design is strictly in accordance with the layered design idea. Open and standardized communication control protocols are adopted between each module of each layer, integrating many middlewares and compatible with various hardware devices; data access adopts three-layer client/servo The structure of the library is developed using a decentralized component object model.
10, easy to use system using vc++, c++builder and other mainstream development tools, friendly interface, flexible operation.
11. Easy maintenance system Provides graphical interface monitoring station and telephone quality inspection platform. Each module of the system has operation log, communication log, debugging log and error alarm log, which is convenient for maintenance personnel to master the system running status; the system provides a graphical interface. The system management console is convenient for maintenance personnel to modify system parameters and maintenance of related data.
12, extensibility system hardware, software and business are built in the "building block" way, with strong scalability, soft and hard expansion and business expansion are quite easy; provide open standard external data interface, can be achieved The connection between the law enforcement bureau system regional network, private network, external network, and resource database.
13, reliability and security mainly from the following aspects to consider the system security and reliability design: two-machine cluster, access control, information transmission security, database security, application security, web service security, Firewall, anti-virus measures, secure backup, security management system, etc.
14. A variety of classified agent seats are grouped into: business group, skill group, and expert group;
According to the function of the agent, there are: ordinary seats, business group seats, quality inspection seats;
Classified by seat location: local agent, remote seat;
15. The integrated agent software integrates the functions of telephone, fax, email and web operator on a unified interface. The same operator has multi-project, multi-tasking and parallel operation capabilities.
16. Personalized and personalized service call access, immediately pop up customer data, historical service records, can quickly understand the background and historical communication records of incoming users, help business personnel to quickly process business and analyze user data, improve business efficiency ;
For different customers, use different traffic distribution methods to complete each user call with the best and fastest service;
When the call is transferred, the call channel, customer information, related data, and operation interface are transferred synchronously;
Define corresponding personalized service models and processes based on specific customer types;
17. Self-service and manual services combined with user-selectable service methods: automatic voice service and manual service;
Entering the manual service during working hours and entering the automatic voice service during the off hours;
Enter the manual service during work hours, enter the voice mail during the off-hours, and leave a message. The system automatically informs the staff, and the staff can check the customer's message to contact and serve the user;
When the manual traffic is idle, it enters the manual service, and when it is busy, it enters the automatic voice service.
Manual and automated services can be transferred at any time.
18, a variety of ways automatic outbound service system provides telephone, fax, SMS, email and other automatic outbound mode can be flexible to set automatic outbound parameters, such as: outgoing time, number of calls, interval time and so on.
19. Perfect system monitoring function monitors the running status of each resource of the system in real time, such as: relay status, conference status, agent status, communication status, computer resource occupancy, and alarm prompt when the alarm value is set;
Channel control, such as releasing a designated relay, agent, or conference;
Real-time monitoring and monitoring control of designated channels;
Remote monitoring via web site.
20, the perfect billing statistics function can be used on time, on a per-time or mixed basis;
Generate statistical charts and service graphs by items such as calling number, called number, user number, operator number, and business type;
5.2. System Advantages The system is a popular project and an important part of the urban management information project; it reflects the government's people-oriented management thinking, establishes a good government image, and improves administrative efficiency and urban management. Big facts.
1. Unified access to the system enables the public to report any complaints by simply dialing the same number, which greatly facilitates the public to dial and obtain fast and timely service accordingly.
2. Unified Command Due to the adoption of a unified command and dispatch system, the linkage departments can communicate and coordinate with each other, make unified command, coordinate operations, and truly realize joint urban management actions.
3. Rapid response Through advanced command and dispatch communication system and information management system, access, command and dispatch, decision-making are more accurate and fast, providing strong guarantee for rapid response, greatly shortening the response time to complaints and reports from citizens, and strengthening Strike the violation of urban violations and maintain urban social order.
4. Focus on investment and centralized management of resources sharing, avoiding repeated investment and repeated construction, improving the level of technical maintenance and management, saving resources, and enabling discrete databases and information resources to be interconnected and shared. Great role.
6. System security and maintenance The power module, processor module and signaling processing module in the backup switch of the critical equipment can be used for primary and secondary hot backup; the database server uses dual-system hot backup to prevent accidents. , causing data loss to occur.
Firewall, antivirus:
All data communication with the outside world uses firewalls and anti-virus measures to ensure access security.
Grading work permission:
Different operations permission is set for each part of the system operation. Different business personnel access different data contents according to the permission. The administrators of each level can view the system operation log within their own responsibilities.
Configuring System Resources Depending on the requirements, advanced system administrators can configure system resources accordingly.
During the operation of the database system backup system, the database adopts an automatic double backup mode to prevent accidents and data loss.
Once the data loss occurs in the recovery system database, the database backup system starts, and the system data is automatically or manually restored to make the system run normally.
Provide remote maintenance:
Remote diagnosis and maintenance of the system can be realized with the permission of the user.
Through the urban management law enforcement command linkage system, it provides a comprehensive, accurate and fast information feedback channel for urban management law enforcement work, so as to effectively improve the city administrative law enforcement management level, service quality and work efficiency; thus, the urban management administrative law enforcement work is gradually becoming informationized and standardized. Institutionalized track.
2. System Overview The urban management law enforcement command linkage system integrates the current popular c4i technology, integrating voice, data, graphics and other information into one, providing telephone, fax, wireless data, internet and other access methods, through voice system navigation, large capacity Data exchange, dynamic information sharing, viewable text transmission, etc. to achieve unified command, scientific dispatch, rapid response, city management bureau, district bureau, squadron three levels of law enforcement linkage; that is, listening to clear, seeing, checking fast, to The shortest time and the highest efficiency solve the problems that people are most concerned about.
3. System architecture information access system The information access system mainly provides users with information interface for business complaints and reports, which can realize information complaints and reports of telephone, fax, newsletter, web, etc.; the information access part also includes user movement of command linkage department Access.
The command center system command center consists of complaints, business agents, command and dispatch personnel, etc.; it mainly completes functions such as accepting complaints and reports from users, accepting complaints and reporting, command and dispatch, and monitoring targets.
The linkage system system command center system and the linkage department mis system are connected, and the command center dispatcher transmits command and dispatch orders to the related departments according to the complaint report acceptance information, and the linkage department specifically completes the complaint report request processing.
When the auxiliary information system command center and the linkage department need the assistance of the auxiliary system, the auxiliary information system can be accessed through the service gateway. The auxiliary information system includes the gis geographic information system, the gps satellite positioning system, and the remote video monitoring system.
4. System composition and function system is mainly composed of report complaint acceptance system, gis geographic information system, gps satellite positioning system, image monitoring and display system; the system also provides an open standard interface, which can realize the regional network of the law enforcement bureau system. , special network, external network, resource database connection.
4.1. Complaint Reporting Acceptance System
4.1.1. System Overview The complaint reporting acceptance system is mainly responsible for the access and acceptance of the user complaint report information, and the business agent uniformly receives the user complaint report; the dispatcher formulates corresponding quick response measures, and issues specific dispatch instructions to the related departments. To handle complaints and reported incidents, responsible for unified command and dispatch of the entire joint operation.
4.1.2. System Structure The complaint acceptance system is implemented based on the talented call center platform. It is mainly divided into three levels, hardware layer, support layer and business layer. The following figure describes the hierarchical model of the system:
4.1.2.1. Overview of the hardware layer of the hardware layer This layer abstracts and encapsulates the hardware features and functions of the computer phone. The purpose is to prohibit hardware differences, establish the association between logical devices and resources, and facilitate the realization of the voice function of the computer phone. The multi-signal compatible processing provides the function realization of the computer telephone set; the functional entity corresponding to the hardware layer is the access processing single, and the different access modes are implemented by different access processing units, and the upper layer application does not need to directly access the hardware. The media stream data can be controlled in real time, thereby realizing various types of computer phone sets, and can support users to access the system by telephone, fax, computer, and the like.
4.1.2.2. Support Layer Support Layer Overview This layer is the core component of the system platform. It consists of multiple service components and provides system services to the client by applying the interface layer. This layer implements management of telephone services and management of service resources through abstraction and encapsulation of computer telephony applications, including: state management, data transfer, and voice processing modules.
Support layer characteristics
a, the core communication server of the whole system; analysis and processing system communication instructions; monitoring and monitoring system resource status;
b. The intelligent route distribution voice channel determines the fpp point of the voice channel service according to the access number set by fpp;
c. Intelligent routing assignment agents, according to various allocation principles, assign artificial channels according to the executive functions and priorities of the attendants;
4.1.2.3. Business layer Business layer overview This layer implements its own specific functions through various interfaces, and quickly generates new services through the combination of applications. Business functions include automatic voice navigation service, manual traffic service, background service processing, background service management, etc.; also includes access to local data, external data obtained through the gateway, internet data, and related user data and services according to the requirements of the support layer. After the data is organized, it will be returned to the support layer in time.
Business layer characteristics
a, support a variety of services, support large-scale business processing, business processing load balancing distribution;
b. Graphically design the voice process, and quickly generate a voice process script by dragging and drawing;
c. Dynamically load and unload voice process scripts to generate voice services online;
d, can use the agent proxy server to support large-scale agent processing;
e. Improve powerful data monitoring, data alarm and system monitoring functions;
f. Provide users with direct development of business processes using advanced programming languages.
4.1.3. System function
4.1.3.1. User Information Accessing Multiple Access Modes Users can conduct complaints reporting, business consultation, and service requests. They can interact with the business acceptance system through telephone, fax, SMS, and web. The system performs unified access processing on user requests. .
Public alarm: mainly when an emergency occurs, the general public can call the alarm number at any time to make an alarm;
The automatic call distribution system can perform automatic traffic distribution according to its own algorithm; realize automatic service distribution, and notify the most idle seats and the agents that are most suitable for providing services.
The caller information is displayed at the same time as the user's telephone access system, the system will automatically intercept and display the report phone number, and query the relevant information base according to the report phone number to extract relevant information of the report unit or individual.
Event geolocation is based on the report information provided by the reporter, calling the geographic information database information, and displaying the report location on the electronic map of the agent computer for geolocation.
The user information can be registered in the agent computer by means of manual input, such as the time, place, and characters of the event, and can be automatically classified according to the report information to save the backup; or the paper document can be printed for backup.
The automatic information forwarding service enters the user complaint information into the system, and the system automatically forwards the information to the dispatching seat. The dispatching seat screens the complaint information and forwards the complaint to the specific jurisdiction, such as the municipal bureau, according to the corresponding business acceptance process. The brigade, the district bureau and the squadron will accept the feedback and record them and transfer them to the data management system for storage.
Synchronous digital recording When the agent answers the user's complaint report phone, the synchronous recording function can be started to synchronize the recording, and the content of the call between the complainant and the agent is recorded by voice file. The recorded file is called the calling number, date and time. Waiting for record keeping, it can be called up at any time and played at any time, which provides convenience for post-mortem verification and analysis.
Forced interruption of the call In order to avoid a complaint when the phone is busy, the system may control the line status of the complaint telephone, and the system will force the interruption of the call after prompting the complainant.
The agent traffic function can set the assignment priority of each agent; it can be divided into ordinary seats, squad seats, quality inspection seats, etc.; the attendant seats have all the traffic functions such as: access, call, hold, mute, call out, transfer Pick up, fax, conference, three-way call, monitor, monitor, etc.
4.1.3.2. Intelligent Command, Dispatching, Command and Dispatching Function Command and dispatch is mainly realized by pstn wired communication network, gsm wireless communication network and computer network; the command and dispatch system is used to quickly and accurately complete the voice command and data text command to each linkage unit. .
a, pstn network scheduling: through the pstn network to achieve scheduling of the dispatching command center to each linkage department.
b. gsm wireless network scheduling: The dispatching command center is dispatched to each linkage department through the gsm network mode.
c. Computer network scheduling: realize the computer network between the command center regional network and the linkage departments of the municipal bureau, regional bureau, squadron, etc., form a powerful computer information network, and realize the scheduling information between the command center and each linkage department. Real-time delivery, feedback.
When the synchronous digital recording system performs command and dispatch, it can start the synchronous recording function for synchronous recording. The call process is recorded on the hard disk by voice. The recorded file can be called up at any time according to the calling number, date, time and storage. Play and check at any time.
The auxiliary decision-making function system has a large number of various auxiliary decision-making plans built in; when the relevant complaints report events occur, they can be called out in time, and should be handled in an orderly manner according to different disposal plans; the auxiliary decision-making system can also guide according to the prepared work plan. Synthetic unit synthesis drills to improve business processing level.
One machine multi-screen function can be selected according to the actual situation: one machine double screen, one machine multi-screen, two-machine three-screen, two-machine multi-screen, etc. for information display.
When accessing other system systems, it is necessary to call various other system data, and other information systems can be accessed through the data gateway; conveniently and quickly realize interconnection with gis geographic information system, GPS satellite positioning system, video real-time monitoring system, linkage department mis system, etc.; Synchronous display of scheduling information and event real-time processing information.
4.1.3.3. Integrated data management Data storage access records store detailed case information; provide classified queries, and set access permissions so that different levels of personnel can query different types of access data.
The comprehensive statistical report analyzes the business data statistically, and forms various statistical reports and vector data graphs, such as business reports, histograms, pie charts, etc., and visually shows the working conditions within a certain period of time. For example, the number of cases in this period, the closing rate of a squadron of a district bureau, various problems, etc.; decision makers can use this as a basis to conduct research and deployment of the next phase of work.
4.2.gis Geographic Information System
4.2.1. System Overview With the rapid development of modern command and dispatch systems, more than 85% of the data in the statistical modern social information system have geographic attributes. The gis geographic information system uses information such as maps, graphs and charts. Through the query and manipulation of the database, the analysis and processing of various types of information can be realized, and the results can be clearly displayed in the form of geographical distribution or chart, so that the user can be immersed.
The gis GIS infrastructure platform uses a full component technology, a multi-level component model, and a good architecture. The product has good scalability and excellent operating efficiency. The visualization technology is used and the development process is simple. It is suitable for a wide range of development tools and can be connected to various databases. The system successfully solves the scale 1:10000, 1:XX,1 :1000, 1:500, 1:50 map synthesis problem, the map error is only 0.1mm, which is exactly the same as the accuracy of the aerial survey map. It achieves high precision and high quality. It adopts button control, convenient operation and powerful function. .
4.2.2. System function Geographic information rich In the output terminal, you can see high-definition, high-quality geographic information screen, which can quickly display the city geographical map, urban traffic map, urban large-scale buildings, and dense population on the computer screen. Map information such as the area.
Searching for information can directly check the name of the specific geographical location, environmental profile, road conditions, police distribution and other precautions from the gis geographic information system; display the exact location of the reported incident and the surrounding map, and explain the complaint in words Report source, complaint report registration.
A variety of display modes can be displayed in multiple layers, which can quickly realize map switching between multiple windows: the control personnel can search, enlarge, zoom in and view the local information, and zoom in and out, zoom in and out. It is also possible to display an image by specifying the place name to be viewed, and the local map information is changed, and the related map can be modified.
The auxiliary dispatching function cooperates with the GPS satellite positioning system to determine the current position and status of the accepted vehicle based on the road name, building and other information on the electronic map; it can query the parameters of the vehicle terminal, receive the information of the timing of the vehicle terminal, and record the work of the dispatcher. The situation, with historical track playback and historical data retrieval function, to meet future queries.
The auxiliary analysis function provides a variety of data display methods, such as pie charts and histograms, which facilitates the commander to perform regular classification and statistics, and imposes precautions on the report-prone areas to minimize losses; the layered tool can be used to display the concentrated area for reporting events. In addition to graphical tools, a powerful database connection function helps users to establish a map file with all the data related to a certain location. Its analysis function can greatly improve the efficiency of the system.
4.3.gps satellite positioning system
The GPS satellite positioning system provides real-time navigation and positioning capability for vehicles and other vehicles; the driver can know the specific location at any time through the vehicle GPS receiver; the dispatching command center can also grasp the specific position of each vehicle in time for dispatching and commanding. .
The GPS satellite positioning system is mainly composed of an on-board unit and a back-end receiver; a GPS positioning system is installed on the vehicle, which can automatically receive the data signal transmitted by the navigation satellite, and calculate the latitude, longitude, altitude and relative speed of the point at which it is located. The data is transmitted back to the command center through gsm, and the information of the vehicle is visually and visually displayed on the central computer/large screen electronic map in the form of graphics and text. The dispatching command center can grasp the specific location of each vehicle in time for dispatching and commanding.
4.4. Image monitoring and display system The remote video monitoring system can monitor the eight chaos phenomenon such as occupation of the road, chaos and construction, real-time understanding of the progress of illegal buildings that have not obtained relevant procedures and law enforcement of law enforcement personnel in the front line. Free up a lot of manpower and vehicles. It is recorded and stored as video data when needed, and used as evidence in the event of a dispute. The optical cable video transmission system and the millimeter wave emergency open image transmission system can be used to transmit the scene to the command center in real time.
The image display system adopts a video control matrix to realize grouping and switching of video input and output. The large screen projection/video wall display subsystem can display various video signals such as computer rgb signal and network rgb signal with high brightness and high definition. Analog video and other signals.
4.5. Main business functions
4.5.1. Complaints and Reports Access to the public can call the unified service number to make complaints and reports and service requests. It can also access the command and dispatch center system through different means such as newsletter and internet. The system automatically sends the access report to the call. In the idle business seat, the reporter and the agent talk, and the agent forms a standardized event record on the terminal computer of the system.
4.5.2. The complaint reporting system will send the report event or service request record to the corresponding dispatch terminal. The dispatcher can query relevant data through the computer-aided dispatching system, formulate response measures, and issue specific dispatching instructions to the relevant joint action units.
4.5.3. Complaints and reports The relevant linkage units arrive at the scene according to the dispatching instructions and take corresponding measures to perform the tasks; at the same time, the voice information, data information and image information of the relevant scenes can be transmitted back to the command center through the wireless communication system to form the command center and the scene. Interactive feedback between.
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4.5.4. Monitoring and Recording The command center will display the whole process of event handling as needed for real-time monitoring; the information network and voice recording equipment will faithfully record event-related data and voice information for retrieval and query.
4.5.5. Statistics and Reports The business departments conduct statistical analysis on a regular basis to form relevant statements. The business management department conducts trend analysis and strategy formulation based on relevant statistical analysis reports.
4.6. Business workflow
a. After the general incident business process receives the complaint from the user, the command and dispatch center issues the dispatching instruction to the relevant linkage unit according to the report acceptance information; the command center guides the linkage unit to the scene according to the information obtained by the geographic information system and the satellite positioning system in real time; After the unit arrives at the scene, it will report the attendance, arrival time and early disposal to the linkage command center through wireless, wired communication system and real-time image transmission system. The linkage command center will display the information through the communication system and real-time image according to the summary information of all parties. The system conducts command and dispatch in a step-by-step manner; the public feedback processing results are obtained after the case is ascertained and the processing is completed.
b. The major event business process receives the complaints from the user and reports to the dispatching center to issue the prior dispatching instructions to the relevant linkage units according to the report information and the auxiliary emergency decision plan; the command center guides the linkage unit according to the information obtained by the geographic information system and the satellite positioning system in real time. Go to the scene to perform the task; the leaders of the joint command center and the relevant staff members rushed to the scene to directly grasp the situation as needed, and put forward disposal opinions for the decision of the superior leadership decision. Before the superior leader has not arrived at the scene, the on-site command point can be determined according to the leadership authorization. Temporary command on the spot to exercise the prior command; the relevant personnel of the linkage unit and the joint command center will report to the joint command center in time through the wireless, wired communication system and real-time image transmission system after the arrival of the personnel through the wireless, wired communication system and real-time image transmission system; The joint command center and the on-site command center carry out the next coordinated command and dispatch according to the summary information of the parties through the communication system and the real-time image display system; the public feedback processing results are obtained after the case is ascertained and the processing is finished.
4.7. Business Function Structure The system is divided into four layers from the service function structure: access layer, service layer, processing layer, and management layer.
The access layer can provide multiple access to multiple complaints and reports such as telephone, newsletter, and internet.
The service layer completes the complaint reporting service acceptance function, conducts command and dispatch, and monitors business acceptance in real time.
The processing layer linkage department executes the scheduling command in time to process the service request; and feeds the processing result back to the linkage command center.
The management mainly completes the data management and system maintenance management; the module manages and counts the business data, and can generate statistical reports according to the total amount of business, total traffic, and traffic distribution, and regularly report to the relevant departments for the superiors. The department and the linkage department timely monitor the event processing status and supervise the service quality.
The business function describes the customer relationship management record for the user profile and customer history call. When the user calls in again, the system automatically calls up the historical information to provide targeted and fast service to the user. It can analyze the user information generated by the call center, conduct data mining, treat different categories of users differently, provide decision support for formulating strategies, better meet user needs, and provide personalized services.
The agent listens to the user's incoming call and records the information to form a file. The user profile includes the user list, basic user information, event content, etc. The user history call record includes the user name, user service time, service content, service result, accepting personnel, and service. Information such as personnel; more active outbound methods can also be used to confirm, verify, and supplement files.
The consulting business uses multimedia technology to query consulting information, which can include text, sound, images and images. The consulting business includes information related to urban management. Information can be accessed through the information acquisition system of the system, or directly through the system to retrieve relevant information directly on the Internet. Various types of consulting services, such as telephone, fax and web, can be provided as needed.
The acceptance business acceptance service is one of the core services of the system. The business mainly includes the following main contents:
Complaints and reports of violations of the city's violations and violations of the public's acceptance of the city's reports of complaints and reports of violations of the city's dirty, various city violations, violations, and prompt and effective handling, and timely feedback to the public.
Reports and complaints from the urban management personnel of the public are accepted and accepted by the public hotline linkage unit, and the relevant departments are instructed to investigate and deal with them, and report the results to the report and the complainant in a timely manner.
Accepting the public's criticisms, suggestions and opinions to accept criticisms, suggestions and opinions from the public on the quality of work, work efficiency and work style of the urban management unit.
Examples are as follows:
• Business registration
The csc traffic agent enters the user's business service request and submits the background data processing.
• Business Processing When there is a new automatic telephone and web receiving service in the business processing room, this order will automatically appear in the list of processing work orders through the detection of the background automatic detection program. In this list,
You can modify the various information of the work order and save it. After saving, the system will think that you have processed this ticket;
You can choose to choose in "Patch Mode":
No order: this work order will not be distributed;
Manual phone: This work order will be notified to the payee department and the acceptor by making a call;
E-mail: This work order will be distributed by sending e-mail;
You can choose in "Reply Mode":
No reply: this work order will not reply;
Manual phone: This work order will notify the accepted contact by making a call;
E-mail: This work order will be replied by sending e-mail;
The active service business utilizes the system's outgoing call function, and actively contacts the public according to the system user database library to provide services such as family service, customer search, and customer survey.
The family service pays tribute to the user by sending songs, sending souvenirs, and sending e-cards on specific days, such as the user's birthday, festivals, etc., thereby achieving the goal of narrowing the distance with the citizens and improving the government's image.
The public returning to the public actively contacted the citizens who had requested the service from the system and took the initiative to ask the public about the quality of work, work efficiency and work style of the urban management unit.
The telephone survey actively seeks the opinions and suggestions of the citizens through manual or automatic telephone surveys, promptly reports to the relevant departments and timely processes and improves them, and effectively improves the city's management level, service quality and work efficiency.
• Business return visit In this dispatch module, you can query all the work orders in the system and make a return visit to the work order. The following is the return visit setting for the work order “123”. If you click the button “Generate the return visit form” ", the system will automatically generate a return visit ticket, you can modify the return visit type to manual phone or e-mail, you can modify the pre-review time, contact, contact address to return content.
This module is mainly used for the processing of the active return visit service. Here, you can add the return visit form, modify the return visit form, delete the return visit form, and if there is a call related to the return visit form, you can use "add related call" and "delete". Relevant acceptances are used to maintain and return visit orders related to the order.
• Survey Notification In this interface, you can view the survey form defined in the system, and select the details of a survey form to notify the business acceptance seat to investigate the user through the “Notification Survey”.
• Automatic service setting Automatic service setting is used to set the processing process of automatic service. For automatic telephone and web services, depending on the type of service, it can be assigned to the processing of the processing or automatically assigned or assigned to the agent. If it is the processing of the processing seat, It will appear in the automatic phone and web receiving service module. If it is handled by the agent, it will be automatically transferred to the agent.
The e-mail reply setting is the reply address when transmitting the e-mail. The "report address when the e-mail is sent" means that when the e-mail is sent, an e-mail will be sent to the acceptor. The reply address of the e-mail; "Reply address when the e-mail reply" means that when the e-mail is used to reply to the customer, an e-mail will be sent to the client, and if the customer needs to reply to the e-mail, the reply address used; "Reply address when e-mail returns" means that when e-mail is used to return to the customer, an e-mail will be sent to the customer, the reply address of this e-mail.
• Automatic return visit setting automatic return visit setting is an automatic return visit to the work order. If the system automatically generates a return visit ticket, the system will automatically search for the work order. For the eligible work orders, generate a return visit form according to the settings. A maximum of ten return visits can be generated. The interval is the interval from the last return visit to the current return visit.
4.9. Business Data Statistics The back-end data management module manages and counts business data, generates a variety of statistical reports, and regularly reports the statistical reports of business services to relevant departments, or reports relevant statistical data to the higher authorities, so that the higher-level departments and linkage departments can grasp them in time. The city's service situation, so as to better improve the city's management level, service quality and work efficiency.
The statistical classification and examples of each data are as follows:
1. Detailed statistics when calling in
2. Total business statistics
3. Work order processing statistics
4. Work order processing time statistics
5, work order processing time rate statistics
6. Incoming workload statistics
7, outbound business statistics
8, traffic distribution system
9, traffic statistics
10. Employee call volume statistics
11, traffic log statistics
5. System features and advantages
5.1. System characteristics
1. Unified message access allows users to interact with the system in various ways, such as telephone, fax, brief message, email, web, etc., to obtain the information needed by the user conveniently and in a timely manner.
2. Multiple scheduling modes: wired, wireless, and computer network simultaneous scheduling; the same interface quickly completes voice commands and data commands;
3. Support various cti technology systems to integrate technologies such as switching, voice, fax, route distribution, voice synthesis, voice recognition, ip voice, internet communication, and wireless communication;
4. Automatic digital recording automatically digitally records the user complaint report phone and the command dispatch phone.
5, gis / gps assisted decision-making automatically locates the location of the event and displays the surrounding geographical conditions, traffic conditions, real-time command and dispatch of the business acceptance vehicle;
6. Powerful networking function has multiple relay interface modes; supports multiple signaling methods such as China No.1 signaling, China No.7 signaling isup, tup, etc., supports multi-network interworking, and can realize fixed network, mobile network, The convergence of network services such as data networks.
7, business rapid generation system software and business separation, business can be easily and quickly generated through graphical design. Both automated voice processes and manual business service processes can be customized to meet customer needs.
8. Powerful traffic distribution provides a complete automatic call distribution function with multiple traffic assignment methods, such as: balanced traffic assignment customer priority assignment, operator priority assignment, business group assignment, skill group assignment, user assignment, and Assign the distribution method of the original service personnel.
9. The layered design is strictly in accordance with the layered design idea. Open and standardized communication control protocols are adopted between each module of each layer, integrating many middlewares and compatible with various hardware devices; data access adopts three-layer client/servo The structure of the library is developed using a decentralized component object model.
10, easy to use system using vc++, c++builder and other mainstream development tools, friendly interface, flexible operation.
11. Easy maintenance system Provides graphical interface monitoring station and telephone quality inspection platform. Each module of the system has operation log, communication log, debugging log and error alarm log, which is convenient for maintenance personnel to master the system running status; the system provides a graphical interface. The system management console is convenient for maintenance personnel to modify system parameters and maintenance of related data.
12, extensibility system hardware, software and business are built in the "building block" way, with strong scalability, soft and hard expansion and business expansion are quite easy; provide open standard external data interface, can be achieved The connection between the law enforcement bureau system regional network, private network, external network, and resource database.
13, reliability and security mainly from the following aspects to consider the system security and reliability design: two-machine cluster, access control, information transmission security, database security, application security, web service security, Firewall, anti-virus measures, secure backup, security management system, etc.
14. A variety of classified agent seats are grouped into: business group, skill group, and expert group;
According to the function of the agent, there are: ordinary seats, business group seats, quality inspection seats;
Classified by seat location: local agent, remote seat;
15. The integrated agent software integrates the functions of telephone, fax, email and web operator on a unified interface. The same operator has multi-project, multi-tasking and parallel operation capabilities.
16. Personalized and personalized service call access, immediately pop up customer data, historical service records, can quickly understand the background and historical communication records of incoming users, help business personnel to quickly process business and analyze user data, improve business efficiency ;
For different customers, use different traffic distribution methods to complete each user call with the best and fastest service;
When the call is transferred, the call channel, customer information, related data, and operation interface are transferred synchronously;
Define corresponding personalized service models and processes based on specific customer types;
17. Self-service and manual services combined with user-selectable service methods: automatic voice service and manual service;
Entering the manual service during working hours and entering the automatic voice service during the off hours;
Enter the manual service during work hours, enter the voice mail during the off-hours, and leave a message. The system automatically informs the staff, and the staff can check the customer's message to contact and serve the user;
When the manual traffic is idle, it enters the manual service, and when it is busy, it enters the automatic voice service.
Manual and automated services can be transferred at any time.
18, a variety of ways automatic outbound service system provides telephone, fax, SMS, email and other automatic outbound mode can be flexible to set automatic outbound parameters, such as: outgoing time, number of calls, interval time and so on.
19. Perfect system monitoring function monitors the running status of each resource of the system in real time, such as: relay status, conference status, agent status, communication status, computer resource occupancy, and alarm prompt when the alarm value is set;
Channel control, such as releasing a designated relay, agent, or conference;
Real-time monitoring and monitoring control of designated channels;
Remote monitoring via web site.
20, the perfect billing statistics function can be used on time, on a per-time or mixed basis;
Generate statistical charts and service graphs by items such as calling number, called number, user number, operator number, and business type;
5.2. System Advantages The system is a popular project and an important part of the urban management information project; it reflects the government's people-oriented management thinking, establishes a good government image, and improves administrative efficiency and urban management. Big facts.
1. Unified access to the system enables the public to report any complaints by simply dialing the same number, which greatly facilitates the public to dial and obtain fast and timely service accordingly.
2. Unified Command Due to the adoption of a unified command and dispatch system, the linkage departments can communicate and coordinate with each other, make unified command, coordinate operations, and truly realize joint urban management actions.
3. Rapid response Through advanced command and dispatch communication system and information management system, access, command and dispatch, decision-making are more accurate and fast, providing strong guarantee for rapid response, greatly shortening the response time to complaints and reports from citizens, and strengthening Strike the violation of urban violations and maintain urban social order.
4. Focus on investment and centralized management of resources sharing, avoiding repeated investment and repeated construction, improving the level of technical maintenance and management, saving resources, and enabling discrete databases and information resources to be interconnected and shared. Great role.
6. System security and maintenance The power module, processor module and signaling processing module in the backup switch of the critical equipment can be used for primary and secondary hot backup; the database server uses dual-system hot backup to prevent accidents. , causing data loss to occur.
Firewall, antivirus:
All data communication with the outside world uses firewalls and anti-virus measures to ensure access security.
Grading work permission:
Different operations permission is set for each part of the system operation. Different business personnel access different data contents according to the permission. The administrators of each level can view the system operation log within their own responsibilities.
Configuring System Resources Depending on the requirements, advanced system administrators can configure system resources accordingly.
During the operation of the database system backup system, the database adopts an automatic double backup mode to prevent accidents and data loss.
Once the data loss occurs in the recovery system database, the database backup system starts, and the system data is automatically or manually restored to make the system run normally.
Provide remote maintenance:
Remote diagnosis and maintenance of the system can be realized with the permission of the user.
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