Research on the Challenges and Solutions of Design Large-Scale Call Center Intelligent Scheduling System

The main problems of the design of large-scale call center intelligent scheduling system were given firstly; we proposed and testified that using four BP Neural Network models separately in different time buckets can improve the precision of telephone traffic greatly. And the problems of the classes who have discontinuous working time when applied in Particle Swarm Optimization (PSO) were addressed in this paper. The critical codes were protected by encapsulation as dynamic link library (DLL), the difficulties of using Java Native Access calling C++ codes in java environment were solved too. Practices showed that the large-scale calling center intelligent scheduling system can allocate the human resources scientifically, improve the standard of service and productivity greatly. (C) 2011 Published by Elsevier Ltd. Selection and/or peer-review under responsibility of [CEIS 2011]