商業(yè)網站客服聊天軟件的設計與實現(xiàn)-畢業(yè)論文

DESIGNANDIMPLEMENTATIONOFCOMMERCIALCHATTINGSOFTWAREFORCLIENTSERVICEATHESISINCOMPUTERSCIENCEPRESENTEDTOTHEFACULTYOFTHECOLLEGEOFINTERNATIONALZHEJIANGUNIVERSITYOFTECHNOLOGYINFULFILLMENTOFTHEREQUIREMENTSFORTHEDEGREEBACHELOROFSCIENCEINCOMPUTERSCIENCEBYZHUJIAQIJUNE,2010ONMYHONORASAUNIVERSITYSTUDENT,ONTHISASSIGNMENTIHAVENEITHERGIVENNORRECEIVEDUNAUTHORIZEDAIDASDEFINEDBYTHEHONORGUIDELINESFORPAPERSINZJUTCOURSES_ZHUJIAQIAPPROVED_TECHNICALADVISORAPPROVED_IEADVISOR摘要實時信息客服聊天軟件（IM）可以不用考慮使用者的地點，以及它們之間的距離。作為一種最常用的網絡軟件，IM被看做是一種時尚的聊天工具，它可以衍生出社會成員之間的新型社交關系。至今，IM是一種在人類歷史長河中最具影響的應用之一。如今，商用企業(yè)與非盈利組織已經發(fā)行了成千上萬種IM實時信息交流軟件。同時，一種新型的商業(yè)模式電子商務已經被越來越多的人所關注與接受，這種模式是基于高端網絡技術的。然而，對于通常的商用實時信息的市場對于競爭者仍然有市場。本論文研究并實現(xiàn)了一種新型的IM客服軟件，通過網絡SOCKET通道，在客戶端和服務器端進行高效實時通訊，并從軟件工程的設計規(guī)范出發(fā)，研究客戶的需求，設計模塊與功能，最終評估了IM的使用效率和可擴展性。關鍵詞實時信息交流軟件，客服軟件，電子商務ABSTRACTINSTANTMESSAGINGIMMAKESCOMMUNICATIONIGNOREDISTANCEANDAVAILABLEBETWEENSTRANGERSDESPITEOFTHELOCATIONASTHEMOSTFREQUENTLYUSEDNETWORKSOFTWARE,IMISCONSIDEREDASTHESIGNALOFMODERNCOMMUNICATIONTHATBRINGSANEWRELATIONSHIPINSOCIETYUNTILNOW,IMISTHEMOSTIMPRESSIVECHANGEFORLIVESINHUMANHISTORYNOWADAYS,THEREISHUNDREDSOFIMSOFTWAREPUBLISHEDBYCOMMERCIALORGANIZATIONSORNONPROFITABLEGROUPSATTHESAMETIME,ANEWBUSINESSFORMCALLEDECOMMERCEHASBEENMOREANDMORENOTICEABLEANDPROMISINGTHATBASEDONADVANCEDONLINETECHNOLOGYHOWEVER,THEMARKETFORAREGULARCOMMERCIALINSTANTMESSAGINGSTILLLEFTOPPORTUNITYFORFOLLOWINGCOMPETITORSTHISTHESISINTRODUCESANEWIMANDEVALUATESTHEEFFECTIVENESSOFDESIGNEDIMFROMSOFTWAREENGINEERINGPOINTOFVIEW,THESYSTEMHASBEENDESIGNEDANDANALYZEDCAREFULLY,ANDTESTEDINTHEENDKEYWORDSINSTANTMESSAGINGCHATTINGSOFTWAREELECTRONICCOMMERCE目錄摘要I英文摘要II第一章緒論1第二章選題背景2第三章系統(tǒng)需求分析531用戶組需求分析5311系統(tǒng)管理員5312客服管理員5313客戶632系統(tǒng)服務分析6321后臺服務6322前臺服務7323數據庫7324交互界面733功能描述8331服務終端8332客戶終端8334網站管理后臺8335數據庫存儲功能8第四章系統(tǒng)設計941采用的技術/標準9411PHP高級編程語言9412MYSQL數據庫9413AJAX異步通訊技術9414HTML網頁編程標準1042系統(tǒng)設計圖例1043數據庫設計10431數據關系圖例11432數據庫選擇11433表格列表11434表格設計12435數據庫數據要求14第五章系統(tǒng)實現(xiàn)1751用例圖1752頁面關系流圖1853系統(tǒng)模塊實現(xiàn)20531高優(yōu)先級準備20532裝載頁面與運行20533管理員登錄與權限控制33534管理員后臺管理實現(xiàn)35535客服登錄與實現(xiàn)50536客服交互見面的實現(xiàn)52537客戶交互界面的實現(xiàn)55538浮動窗口實現(xiàn)59總結6361未解決的問題6362今后的工作6363將來的工作展望64文獻67致謝69附錄70TABLECONTENTABSTRACTINCHINESEIABSTRACTIICHAPTER1INTRODUCTION1CHAPTER2BACKGROUNDINFORMATION2CHAPTER3REQUIREMENTS531USERGROUPANALYSIS5311ADMINISTRATOR5312SERVICESTAFF5313CLIENT632SYSTEMANALYSIS6321BACKSTAGE6322FRONTSERVICE7323DATABASE7324CHATINTERFACE733FUNCTIONDESCRIPTION8331SERVICETERMINAL8332CLIENTTERMINAL8334WEBSITEBACKSTAGE8335DATABASE8CHAPTER4SYSTEMDESIGN941TECHNIQUE/STANDARDUSED9411PHPADVANCEDLANGUAGE9412MYSQLDATABASE9413AJAX9414HTML1042SYSTEMDESIGNDIAGRAM1043DATABASEDESIGN10431ENTITYRELATIONSHIPDIAGRAM11432DATABASECHOOSE11433TABLELIST11434TABLEDESIGN12435DATABASEDATAREQUIREMENT14CHAPTER5IMPLEMENT1751USERCASEDIAGRAM1752RELATIONSHIPOFPAGES1853SYSTEMIMPLEMENT20531PRIORPREPARATION20532INSTALLPAGEANDPROCEEDIMPLEMENT20533ADMINLOGINANDAUTHENTICATEPROCEEDINGIMPLEMENTATION33534ADMINBACKSTAGEMANAGEMENTIMPLEMENT35535SERVICESTAFFLOGININTERFACEIMPLEMENT50536SERVICESTAFFCHATINTERFACEIMPLEMENT52537CLIENTCHATINTERFACEIMPLEMENT55538FLOATWINDOWIMPLEMENT59CONCLUSION6361UNRESOLVEDPROBLEM6362FUTUREWORK6363OUTLOOK64REFERENCE67ACKNOWLEDGE69APPENDIX70CHAPTER1INTRODUCTIONCOMMERCIALINSTANTMESSAGINGISDESIGNEDTOACHIEVEWORKTHATNORMALLY,ITISNOTCONSIDEREDASTHEREALMOFIMORLACKOFAVAILABLECONDITIONSTOREACHTHESAFETYANDLEGALREQUIREMENTSALTHOUGH,“MANYPEOPLEHAVEEXPOSURETOINTERACTIVETEXTPRIMARILYTHROUGHTEENAGEUSERSWHOPRESUMABLYEXCHANGEGOSSIPANDRUMORS,TALKABOUTTHEIRPERSONALLIVES,ANDUSEIMTODOALLTHETHINGSTEENAGERSDO”1,THAT“WORKPLACEEXPECTATIONSARELIKELYTOBEEITHERTHATINTERACTIVETEXTISAWASTEOFTIME,ORPOSSIBLYEVENSOCIALLYUNDESIRABLE”2,THEDEVELOPMENTOFIMSOFTWAREANDTHENEWERWORKPLACEENVIRONMENTBEGANTOACCEPTTHISNEWTECHNOLOGYASAUSEFULTOOLINCOMMUNICATIONINADDITION,THEREARETWOKEYFACTORSIDENTIFIEDASQUALITYFORACCEPTATIONINLARGENUMBEROFUSERSBYMARKUS“FIRST,USERSMUSTCHOOSETOABSORBCERTAINCOSTSASSOCIATEDWITHUSE”“SECOND,THEREMUSTBEINITIALVARIATIONINUSERSABILITIESTOCONTRIBUTETOANDBENEFITFROMUSEOFINTERACTIVECOMMUNICATIONSYSTEMS”3THEREFORE,THESETEENAGERSWHOARESEEMEDASFUTURERULERSOFTHEWORLD,BEINGINTERESTEDINIMORUSEIMASPARTOFLIFE,WILLBETHEPOTENTIALCLIENTOFIMINWORKPLACETHELATESTNEWSSHOWSTHATRESEARCHTEAMSISLOOKINGFORASUITABLEANDAVAILABLECOMMUNICATIONTOOLSTOOVERCOMETHEINCONVENIENCEBROUGHTBYMISTRUSTANDGAP,PARTICULARLY,WHENTHEPROJECTNEEDSQUICKRESPONDANDFREQUENTLYCOMMUNICATIONITISHARDTOSAYCOMMERCIALINSTANTMESSAGINGISTHEIRBESTCHOICEORTHEPEAKOFREVOLUTIONOFWORKHOWEVER,THISSOFTWARECANMAKEPROMOTIONFORDEVELOPMENTOFCOMMUNICATIONINWORKPLACEPOSSIBLEANDFACILITATETHISTYPEOFRESEARCHINTHISARTICLE,ITWILLFOCUSONTHEISSUEFACEDBYMODERNOFFICERS,PROJECTDESIGNEDTOSOLVETHESEPROBLEMS,REQUIREMENTFORCLIENT,SOFTWAREIMPLEMENTANDFURTHERRESEARCHONCOMMERCIALINSTANTMESSAGINGCHAPTER2BACKGROUNDINFORMATIONINSTANTMESSAGINGWASCREATEDINJULYOF1996BY4YOUNGISRAELIAVIDCOMPUTERUSERSYAIRGOLDFINGER26,CHIEFTECHNOLOGYOFFICER,ARIKVARDI27,CHIEFEXECUTIVE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