便民服务热线自动排队系统的设计与实现

Design and implementation of automatic queuing system on government service hotline

呼叫中心排队系统是一种集计算机语音集成、程控交换、计算机网络技术和排队理论于一体的综合信息系统,在当前的电子信息化办公中已经得到广泛应用。本文通过一个具体的工程项目,讨论了如何根据排队论的理论建立排队系统的理论模型,进而通过对理论模型的分析确定该系统的主要参数。在具体的实现部分根据实际对系统模型进行了改进,并且结合实际数据对改进后的系统性能进行了分析。经分析表明,系统设计模型基本符合实际需求。

Call Center, an Integrated Information System which combines many technologies such as Computer Telephone Integration, Program-Controlled Switch, Computer Network and Queuing Theory, has got popular use in current informationized Office Work. We create and verify a mathematical model for the queuing model according to queuing theory, and further to seek the main parameters of the model. In implementing design part we make some improvement to the model. By comparing the performance of actual data and improved one, we find that the model we designed can fulfill actual practical needs.