Abstract: This paper presents the architecture, key techniques, system functions, system interfaces, system features and the application fields of JUCAP(that is J2EE-based universal call center application platform) platform. Using three-tier architecture based on J2EE, designed by MVC architecture, the platform can be applied to call center of almost all the fields. Now the application platform proposed has been applied to the call center of China Eastern Airlines Co., Ltd. successfully.

Key words: Call center; Workflow; J2EE; MVC architecture; XML; System interface; Internet

摘要： 阐述了JUCAP(基于J2EE 通用呼叫中心运营平台)的体系结构、关键技术、系统功能、系统接口、系统特色及该平台的应用行业。该平台采用3 层体系结构，并采用MVC 架构进行平台设计，适合于各种行业呼叫中心应用，并成功运用于中国东方航空公司的呼叫中心。

关键词: 呼叫中心；工作流；J2EE；MVC 架构；XML；系统接口；Internet