【作者】 王悦；

【导师】 杜军朝；

【作者基本信息】 西安电子科技大学 ， 计算机软件与理论， 2018， 硕士

【摘要】 近年来,互联网技术在行业内的发展与成熟,使得人们对于互联网的使用习惯不仅仅局限于电脑,移动端也已成为人们生活中使用网络的主要手段,Web应用的开发也由最开始的浏览器端过渡到移动端,开发模式也发生了很大变化。本文使用前后端分离的开发模式进行客户端系统的开发,能够在系统开发维护中降低耦合度与提高可复用性,是目前Web开发模式的新趋势,方便开发人员进行任务划分,为Web开发在任务管理方面提供了新的模式。随着人们对服务质量要求不断的提高,在一些特定的业务领域,如银行、订票系统、保险行业等客户量规模较大的企业,为了更便捷有效的解决客户问题,需要有支持大规模、高并发的联络中心系统的支撑,云联络中心应运而生。而随着环境、人们生活行为的影响,联络中心也将传统的电话模式与即时通信应用相结合。本文所介绍的即时通信系统正是云联络平台中为用户提供服务的应用,本系统的业务场景正是使用PC端网页及移动端WebApp应用的途径来进行的主动联络式客户端服务。基于以上背景,本文在PC端与移动端Web上设计并实现即时通信系统,该系统包括注册代理服务及即时通信客户端。本文在研究不同前端开发框架及开发模式MVC与MVVM的基础上,利用最新的Weex开发工具、Vue开发框架及原生JS语言,设计并实现在XMPP及WebSocket两种通信协议下的基于传统Web与WebApp的即时通信客户端系统,设计客户端与服务端分离的结构。客户端功能主要包括多媒体聊天功能、音视频通信功能以及机器人聊天功能。多媒体聊天功能包括客户端与坐席进行文本、表情、图片、视频片段和语音片段通信,以及在聊天中的留言与评价功能,音视频功能包括用户与坐席进行主动与被动的语音或者视频聊天,机器人聊天功能包括用户与机器人进行文本沟通、相似性问题回复等功能。在实现通信客户端功能的基础上,本文还重点介绍了为即时通信客户端提供注册代理功能的服务器设计与实现,与传统注册代理服务器相比,本系统提供的注册代理服务具备账号管理与信息验证的功能,实现后台系统支持多套通讯服务与用户进行交互,并根据具体使用场景及具体需求选择适配不同的通讯服务。包括不同协议下的系统设计、数据库设计及业务流程设计,为实现即时通信的功能奠定了基础。最后,对本系统进行了测试,首先对传统Web系统进行前端性能测试,并根据测试结果从前端角度进行了对应的优化,以提高用户的使用体验。之后,本文使用黑盒测试的方法,对传统Web与WebApp客户端系统的各项功能需求进行了测试,验证了系统的可用性和可靠性。随后,针对传统Web版系统,本文测试并分析了基于XMPP协议与WebSocket协议在应用中的各项性能指标,包括响应时间、吞吐量、协议包大小,测试结果显示,基于WebSocket协议的系统性能明显优于基于XMPP协议的系统,并达到了预期设计的要求。更多还原

【Abstract】 In recent years,with the development and maturity of Internet technology in the industry,people’s usage of Internet is not only limited to the computer,the mobile terminal also has become the main mean of using the Internet in people’s life,the development of Web application is also transferred from browser to the mobile end,the development pattern has undergone great changes.In this thesis,the development pattern of front and back separation in client system can reduce the coupling degree and improve the reusability,which is also a new trend of the current Web development mode,and is convenient for developers to divide the task.With the continuous improvement of the quality of service,in some specific business areas,such as corporate banking,booking system,insurance industry and other enterprises with a large scale of customers,to solve customer problems more conveniently and effectively,there is a need to have the call center system which has ability to support the large-scalsnfluence of environment and people’s living behavior,the cloud contact center should come into being.With the influence of environment and people’s living behavior,the cloud contact center also combines traditional phone mode with instant messaging application gradually.The instant messaging application introduced in this thesis is the application which provides services to users based on the cloud contact center.The business scenario of instant messaging system introduced in this thesis is the active connection service using PC Web page and WebApp based on mobile terminal.Based on the above background,we design and implement an instant communication system including the registered agent service and instant communication client on the PC end and the mobile terminal.Based on the research of different front-end development frameworks including MVC and MVVM,this thesis uses the latest Weex development tools,Vue development framework and native JS language,we design and implement the instant messaging customer system based on the traditional Web system and the mobile WebApp under the two communication protocols of XMPP and WebSocket,and design the separation structure between the client and the server.The functions of the client system include multimedia chat function,audio and video communication function and chat robot function.The multimedia chat function includes the send-receive of text,expression,pictures,video clips and voice clips between client and seat staff,and message and evaluation functions during chatting.The audio and video function includes the active and passive voice or video chatting between the user and the seat.The chat robot function includes the communication between user and robot and similar problems response.On the basis of realizing the functions of the communication client,we also focus on the introduction of the design and implementation of registered proxy server which provides the registration agent function for the instant messaging client system,compared with the traditional registered server,the registered proxy server provided by this system has the functions of account management and information verification,and achieves the function of background system which supports multiple communication services to interact with users,and according to specific use scenarios and specific needs to select different communication services.It includes system design,database design and business process design under different protocols,which lays the foundation for realizing instant communication function.Finally,this thesis tests the front end performance for the Web version system first,and optimizes the Web version system from the front-end angle according to the test results,so as to improve user experience.After that,we use the black box testing method to test the functional requirements of the traditional Web system and the mobile WebApp client system,and verify the usability and reliability of the system.Then for the Web version of the system,we test and analyze the performance of the application between XMPP protocol and WebSocket protocol,including response time,throughput and packet size,test results show that The system performance based on WebSocket protocol is obviously superior to the system based on XMPP protocol,and meet the requirements of the expected design.更多还原