商業(yè)網(wǎng)站客服聊天軟件的設(shè)計(jì)與實(shí)現(xiàn)-畢業(yè)論文

DESIGNANDIMPLEMENTATIONOFCOMMERCIALCHATTINGSOFTWAREFORCLIENTSERVICEATHESISINCOMPUTERSCIENCEPRESENTEDTOTHEFACULTYOFTHECOLLEGEOFINTERNATIONALZHEJIANGUNIVERSITYOFTECHNOLOGYINFULFILLMENTOFTHEREQUIREMENTSFORTHEDEGREEBACHELOROFSCIENCEINCOMPUTERSCIENCEBYZHUJIAQIJUNE,2010ONMYHONORASAUNIVERSITYSTUDENT,ONTHISASSIGNMENTIHAVENEITHERGIVENNORRECEIVEDUNAUTHORIZEDAIDASDEFINEDBYTHEHONORGUIDELINESFORPAPERSINZJUTCOURSES_ZHUJIAQIAPPROVED_TECHNICALADVISORAPPROVED_IEADVISOR摘要實(shí)時(shí)信息客服聊天軟件（IM）可以不用考慮使用者的地點(diǎn)，以及它們之間的距離。作為一種最常用的網(wǎng)絡(luò)軟件，IM被看做是一種時(shí)尚的聊天工具，它可以衍生出社會(huì)成員之間的新型社交關(guān)系。至今，IM是一種在人類歷史長(zhǎng)河中最具影響的應(yīng)用之一。如今，商用企業(yè)與非盈利組織已經(jīng)發(fā)行了成千上萬(wàn)種IM實(shí)時(shí)信息交流軟件。同時(shí)，一種新型的商業(yè)模式電子商務(wù)已經(jīng)被越來(lái)越多的人所關(guān)注與接受，這種模式是基于高端網(wǎng)絡(luò)技術(shù)的。然而，對(duì)于通常的商用實(shí)時(shí)信息的市場(chǎng)對(duì)于競(jìng)爭(zhēng)者仍然有市場(chǎng)。本論文研究并實(shí)現(xiàn)了一種新型的IM客服軟件，通過(guò)網(wǎng)絡(luò)SOCKET通道，在客戶端和服務(wù)器端進(jìn)行高效實(shí)時(shí)通訊，并從軟件工程的設(shè)計(jì)規(guī)范出發(fā)，研究客戶的需求，設(shè)計(jì)模塊與功能，最終評(píng)估了IM的使用效率和可擴(kuò)展性。關(guān)鍵詞實(shí)時(shí)信息交流軟件，客服軟件，電子商務(wù)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(wù)分析6321后臺(tái)服務(wù)6322前臺(tái)服務(wù)7323數(shù)據(jù)庫(kù)7324交互界面733功能描述8331服務(wù)終端8332客戶終端8334網(wǎng)站管理后臺(tái)8335數(shù)據(jù)庫(kù)存儲(chǔ)功能8第四章系統(tǒng)設(shè)計(jì)941采用的技術(shù)/標(biāo)準(zhǔn)9411PHP高級(jí)編程語(yǔ)言9412MYSQL數(shù)據(jù)庫(kù)9413AJAX異步通訊技術(shù)9414HTML網(wǎng)頁(yè)編程標(biāo)準(zhǔn)1042系統(tǒng)設(shè)計(jì)圖例1043數(shù)據(jù)庫(kù)設(shè)計(jì)10431數(shù)據(jù)關(guān)系圖例11432數(shù)據(jù)庫(kù)選擇11433表格列表11434表格設(shè)計(jì)12435數(shù)據(jù)庫(kù)數(shù)據(jù)要求14第五章系統(tǒng)實(shí)現(xiàn)1751用例圖1752頁(yè)面關(guān)系流圖1853系統(tǒng)模塊實(shí)現(xiàn)20531高優(yōu)先級(jí)準(zhǔn)備20532裝載頁(yè)面與運(yùn)行20533管理員登錄與權(quán)限控制33534管理員后臺(tái)管理實(shí)現(xiàn)35535客服登錄與實(shí)現(xiàn)50536客服交互見面的實(shí)現(xiàn)52537客戶交互界面的實(shí)現(xiàn)55538浮動(dòng)窗口實(shí)現(xiàn)59總結(jié)6361未解決的問(wèn)題6362今后的工作6363將來(lái)的工作展望64文獻(xiàn)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,WHENTHEP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