Development of online customer service system using wpf+ ASP (i)

In the near period of time using spare time to develop a set of online customer service system, during the encounter a lot of small problems, fortunately, the final effect can also be, intends to write a series of articles on the development process detailed records down.

Hope to be able to communicate with more developers to learn from each other, but also interested in the small partners to join the development, after all, a person's strength is limited:)

Interested Partners please add q:279060597

Series of articles will be divided into several parts

0. Overview (this article)

I. Requirements analysis and preliminary selection of technical solutions

Second, the technical solution selection, validation

Third, the bottom frame design, development

Iv. Server Design and development

V. Client design and Development

Vi. web-side design and development

In this series of articles, you will learn and learn the following technical knowledge:

ASP. NET MVC, WPF, MSMQ, YUI, WebSocket

If these techniques are useful to you, please also recommend this article, thank you!

First is the demand, we probably see what is the online customer service system:

Simply embed a system-generated piece of JavaScript code into the site page to display a floating small icon, an invitation box, and a small chat window on the site that represents customer service.

And for customer service:

1. Become passive initiative, so that marketers (customer service) proactively discover and track site visitors, real-time knowledge of visitor movements, to initiate chat invitations to visitors or direct force sessions.

2. The Marketing staff (customer service) to implement effective management and assessment, with real-time monitoring, historical records, statistical analysis and other functions.

3. Marketing Auxiliary functions: Visitor area, source page, search engine keyword, quick reply, message prediction and other functions.

4. The Web callback telephone, the visitor enters own telephone number system automatically records and calls back to the marketing personnel (customer service) and the visitor's telephone, the marketing personnel (customer service) may also directly use the customer service software to dial the mobile phone or the fixed telephone on the computer.

This is the system that we want to develop, fortunately the demand is very clear, not complicated.

About the selection of technical solutions:

1) server operating system:

Windows Server 2012

Windows Server 2012 is the latest version of Microsoft's next-generation Windows Server, which uses beyond virtualization technology to provide multiple servers with a single server, enabling a fairly flexible way to work, creating more space for each application. It will deliver scalable, dynamic, multi-tenant, and cloud-optimized infrastructure to enterprise and hosting providers, and help IT professionals respond to business needs faster and more efficiently.

2) Message Service:

Msmq

Online customer service system is the most important thing is, of course, the site visitors and customer service personnel of the exchange of information, I do not recommend repeating the wheel, but more willing to choose mature and stable products to serve us.

Message Queue (Microsoft Message Queuing) is an asynchronous transfer mode that communicates with multiple different applications, which can be distributed on the same machine or in any location in the connected network space. The idea is that the sender of the message puts the information he wants to send into a container (what we call a message) and then saves it to a message queue in a system's public space A local or offsite message receiver is then taken out of the queue to process messages sent to it.

In the message passing mechanism, there are two more important concepts. One is the message, one is the queue. Messages are information that is required by both sides of the communication, which can be a variety of media, such as text, sounds, images, and so on. The end of the message to understand the way, for the message of both sides agreed beforehand, the advantage is that the first is equivalent to a simple encryption of data, and two in their own definition of the format can save the communication of the volume. The message can contain the identity of the sending and the receiver, so that only the specified user can see only the information that is passed to him and returns the receipt for the successful operation. Messages can also contain timestamps to allow the receiver to process certain time-related applications. The message can also contain an expiry time, which indicates that if the message is not reached within the specified time, it is deprecated, and the main application is more closely related to time-sensitive applications.

3) WEB Development framework:

Yui,websocket

For the online customer service system, the stability and speed of Web pages is very important, where we use YUI and WebSocket to build a web system that can interact with the server in real time.

The Yui:yui library is a set of tools and controls created using JavaScript and CSS to create rich client Web applications. Dom Scripting,dhtml and Ajax are used.

WebSocket: is a protocol that HTML5 begins to provide full-duplex communication on a single TCP connection. The WebSocket communication protocol was established as the standard RFC 6455,websocketapi by the IETF in 2011. In the WebSocket API, the browser and server only need to do a handshake, and then a fast channel is formed between the browser and the server. The data can be transmitted to each other directly between the two.

4) customer-side development framework:

Microsoft. NET Framework 4.5/WPF

Windows Presentation Foundation (WPF) is a next-generation display system that generates a WINDOWS client application that brings a stunning visual experience to the user. With WPF, you can create a wide range of standalone applications and browser-hosted applications.

5) server-side development framework:

Microsoft ASP 4

Microsoft officially provides an MVC pattern to write a framework for an ASP. NET Web application.

System structure:

Talk not much, first:

Client Side Main interface:

Web-side:

Web-side Big Chat window

Phone-side Chat interface:

Functional decomposition

Access Status Tracking:

Real-time scanning tracks visitors who are browsing the site, and displays them in a tree-shaped catalogue on the customer service side.

Visitor Information acquisition/search engine keyword Analysis

Identify visitors: Source area, IP address, source page address, type of terminal device used, and Web page being browsed.

intelligently identifies the source address of the visitor and, if the source address is a search engine, analyzes the source search engines and search keywords.

Trajectory tracking:

The track panel in the chat area and accessibility area tracks the page that the visitor is viewing in real time.

Session Transfer:

When customer service encounters difficult problems, they can transfer to other colleagues for help. The original customer service communication records are transferred to the pick-up service automatically when the conversation is transferred.

Message forecast:

Customer service can see in advance the message that the visitor has entered and not sent in order to understand the visitor's psychology in the first time.

Quick reply:

Can add, modify, import or export online, shorten the waiting time for visitors, improve customer service efficiency.

Historical records

With the use of other chat tools when the history of storage in the customer service computer can not be centralized management of different, online customer service system of all chat records can be unified by the administrator query, can be time period, chat content and other ways of accurate query.

Real-time monitoring

Can freely choose to monitor the customer service, through the chat record in monitoring, understand the customer service status and business skills.

Message (web side)

Non-working hours without customer service online, automatically switch to the message function, guide visitors to leave contact information and appeal.

Page Call back

Display a floating area in the website, guide the visitor fill in the telephone number, the system can automatically connect the customer service and the visitor's telephone. Customer service can also be in the background to check all guest phone numbers and call history.

Make phone calls and landline calls

Customer service can be in the customer service software, direct use of VoIP services to dial the national fixed telephone or mobile phone.

Roles and Permissions

Assign different roles to customer service and have the operation rights, can be administrator, team leader, general customer service, interns and other role levels to achieve effective management.

Contact management

Create contact information for visitors, record visitor contacts, marketing, and classify visitors in a business type and at an important level.

Site Settings

Set the personality of the logo image, floating icons, image ads, text ads and so on. All settings are effective in real time.

Please pay attention to the implementation of each part.

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Development of online customer service system using wpf+ ASP (i)