基于XMPP的在线客服系统设计与实现

Design and Implementation of Online Customer Service System Based on XMPP

建立基于XMPP的在线客户服务系统,可以突破目前通讯系统各异产生的互不兼容,实现多种资讯服务平台的信息融合与不同服务系统之间互联互通,不断地拓宽企业的业务范围;对几种较为典型的IM系统通讯功能的特性与优缺点进行分析,在此基础上对在线客服系统进行设计与实现;在线客服系统按通信功能层、业务应用层和企业管理系统层进行构建,其服务器端的实现采取基于Openfire的WebService服务,实现了用户登录验证与组间转接、非工作日判定、坐席分配调度等功能;相应用户端实现服务请求、信息获取、及多种通讯等功能;系统可较好的解决异构IM系统之间通讯,满足在线客户服务功能需求。

Based on XMPP, an online customer services system was established , which can break through the incompatible induced by the differences of current communications systems, integrate information form different information service platform, and achieve intercon- nectivity between the various services system. As a result, it can expand the range of enterprise services. This paper first makes a comparison on several typical IM system for their strengths and weaknesses. The online customer services system is designed and implemented, which is composed of communication, business application and enterprise management layers. The server side is implemented using the webserviee of Openfire, it has the functions of user authentication login, group transfers, non business days judgment, the seating assignment scheduling and so on; And the client side has the functions of service requests , information obtaining and multiply communication ways. The System can solve the communication between disparate instant messaging systems, and meet the needs of online customer service functions.