Summary of the invention
The invention provides a kind of mobile service system, it can merge the tradition marketing with these two kinds of modes of doing business of ecommerce, make in the process of exchange information flow, cash flow and logistics in order, flow efficiently, thereby in the advantage of the above-mentioned two kinds of trade modes of performance, also overcome the shortcoming of each pattern.
Above-mentioned purpose of the present invention realizes by following technical proposal:
A kind of mobile service system comprises:
Mobile business car through wireless network access the Internet, it can be the client and the service of order is provided and generates sequence information;
The call center, it inserts the Internet and sends customer information to selected Mobile business car;
The mobile office unit, it inserts the Internet and communicates by letter with the Mobile business car;
With the mobile office unit by the online payment unit that the Internet links to each other, be used to handle client's payment information and send payment affirmation message to the mobile office unit;
The electronic bill of lading processing unit that links to each other with the mobile office unit, the sequence information that is used for sending according to the mobile office unit generates electronic bill of lading and sends it to the mobile office unit;
Locate tracking cell, be used to obtain and show the positional information of Mobile business car.
Reasonable is that in above-mentioned mobile service system, the positional information that described call center provides according to the location tracking cell determines to provide to the client Mobile business car of the service of order.
Reasonablely be that in above-mentioned mobile service system, described mobile office unit sends sequence information to the electronic bill of lading processing unit after receiving the payment that described online payment unit sends.
Reasonablely be, in above-mentioned mobile service system, described call center comprises the private branch exchange system that is connected in the same local area network (LAN), the automatic speech Fax Server, recording server, expert's seat, manual position, monitoring server, cti server and application data base server, wherein, private branch exchange system is forwarded to corresponding seat with customer call, the automatic speech Fax Server provides automatic speech, facsimile function, recording server is to the monitoring of recording of the conversation between seat personnel and the client, cti server provides multimedia unified access, intelligent routing function, monitoring server 26 is responsible for monitoring the ruuning situation of attending a banquet with equipment, makes up application data base on the application data base server.
Reasonable is that in above-mentioned mobile service system, described wireless network is the CDMA mobile network.
Reasonable is that in above-mentioned mobile service system, the location tracking cell adopts GPS-GIS-GSM GPS (Global Position System) platform.
Reasonable is that in above-mentioned mobile service system, the online payment unit adopts WEB service standard technology to realize.
Therefore, in mobile service system of the present invention, the unified customer demand that receives in call center, Mobile business car by coverage, client place provides the service of order then, and the data of each unit of mobile service system are consistent in the whole service process, therefore guaranteeing under the prerequisite of transaction security, the tradition marketing is organically being merged with these two kinds of modes of doing business of ecommerce, making that information flow, cash flow and the logistics in the process of exchange can be more in order, flow efficiently.
Embodiment
As shown in Figure 1, mobile service system of the present invention comprises call center 1, online payment unit 2, electronic bill of lading processing unit 3, mobile office unit 4, Mobile business car 5 and location tracking cell 6, wherein, call center 1 is responsible for receiving client's order request and Mobile business car 5 is dispatched, online payment unit 2 is used to handle client's payment information and generates payment affirmation message, electronic bill of lading processing unit 3 is used for generating electronic bill of lading according to customer order information, mobile office unit 4 links to each other with electronic bill of lading processing unit 3 with online payment unit 2 through the Internet, be responsible for control, coordinate whole service process, Mobile business car 5 is responsible for the client and the service of order is provided and generates sequence information, it is connected with call center 1 and inserts the Internet being connected to mobile office unit 4 through wireless network, and location tracking cell 6 is used to obtain and show the positional information of Mobile business car.
Below respectively each unit of system is described.
Fig. 2 is the schematic diagram of call center among Fig. 1.The call center comprises private branch exchange system (PBX) 21, automatic speech Fax Server (IVR/IFR) 22, recording server 23, expert's seat 24, manual position 25, monitoring server 26, cti server 27 and the application data base server 28 among Fig. 2, and they all are connected in the same Local Area Network 29.
When client's call when public switched telephone network (PSTN) 30 inserts private branch exchange systems 21, this calling is transferred to corresponding seat by private branch exchange system 21 and handles, meanwhile, cti server 27 is delivered to client's telephone number on the application data base server 28, if the frequent customer, then will in database, find this client's information and on seat personnel's display, show customer information and on electronic chart, show this client's position.The positional information of Mobile business car will be provided by the following location tracking cell 6 that will describe in detail, and it also is shown on the electronic chart, so the seat personnel can select to provide the Mobile business car of the service of order for the client nearby.
Private branch exchange system 21 adopts standardized integrated circuit board and software, meets People's Republic of China's telecommunications networking standard fully, supports the cno.1 signaling simultaneously.
Automatic speech Fax Server 22 provides automatic speech, facsimile function.The automatic speech function can for example be play static information automatically according to requirement of client, phase, the stock guide etc. of ordering goods, and the term of reference that can inquire about relevant department, avoid the duplication of labour of manual position, increase work efficiency, really accomplish uninterruptedly to be in 24 hours customer service.Under the unmanned state, the client can inquire about according to the needs of oneself, the needs that system can utilize TTS (text-converted becomes voice technology) to answer the client according to the real time data in the database.The fax that facsimile function can be sent the user is converted into data file, unified filing management, and the telefax that unified management sends, receives, the fax paper form of safeguarding unity calls during transmission automatically, and record sends the historical information of fax automatically.
Conversation between 23 couples of seat personnel of recording server and the client monitoring of recording, at subscription client, to the recording file that recording software generates on server play, preserve, inquire about, operations such as deletion, to help the user easily different recording files to be carried out maintenance and management, carry out various CRM-customer relation managements easily.Recording file mainly is divided into by path, by date, presses extension number, by outer wire size and by the air time classification.To daily record then by date, press the user, and classify by operation.Recycle bin is then classified according to file and daily record two classes.
Cti server 27 provides the unified access of multimedia, intelligent routing function, and its access card adopts six kinds of integrated circuit boards altogether: (1) Quantum (ISA) simulation extension set and outside line integrated circuit board.Extension set 4,8 outside lines are provided, and extension set 8,4 outside lines or extension set 12 are supported 4DID outside line and extension set 8.(2) 12 fens machine board cards of Triton (PCI).(3) Triton (PCI) 12 outside line integrated circuit boards.(4) Triton (PCI) resource integrated circuit board.(5) Triton (PCI) VOIP integrated circuit board.(6) Triton E1/T1 integrated circuit board.Every kind of integrated circuit board can be integrated in to combination in any in the system, 16 simulation extension sets or outside line integrated circuit board can be arranged at most in system, heap(ed) capacity is 160 extension sets (attending a banquet), 6 VOIP integrated circuit boards can be arranged at most, can support 48 people to beat IP phone (if online broadband enough) simultaneously, can have 4 E1 interruptive ports can provide 120 road voice to insert at most and have 2 resource integrated circuit boards that 24 keepers' that attend a banquet the monitoring and the function of chipping in can be provided at most.This structure has very strong expansion capacity, only needs to insert corresponding card when needing to expand extension set, outside line, VOIP voice channel and get final product in original system, realizes very convenient.
Monitoring server 26 is responsible for monitoring the ruuning situation of attending a banquet with equipment, for example can monitor the ongoing business of seat, and understands traffic queuing situation and telephone receiving situation.Also can monitor, each workflow is carried out tight tracking, and can cooperate and press the whole service process of perfect in shape and functions such as outer calling platform the operation service of enterprise.
Make up following database on the application data base server and carry out continuous maintenance update: product information database, standard information database, price information data storehouse, customer information database and FAQs database.
The local area network (LAN) 29 of call center can also insert the Internet 32 to realize telecommunication through router 31, in order to guarantee network security, between router three 1 and local area network (LAN) 29 fire compartment wall 33 is set.In addition, can also be with outside WEB server 34 and mail server 35 access to LAN 29 so that corresponding service to be provided.Owing to utilize Internet technology, can make the Customer Service Center of dispersion reach real organic unity voice and call center's agent real-time talk based on Web through IP network.
Location of the present invention tracking cell 6 adopts GPS-GIS-GSM GPS (Global Position System) platform, mainly in conjunction with mobile communication technology (comprising GSM-SMS, CDMA, GPRS, CDPD), GPS (Global Position System) (GPS), GIS-Geographic Information System (GIS) and Internet technology.The function of this unit is that the position of each Mobile business car is carried out track and localization and locating information and customer data etc. thereof is presented on the electronic chart, and it adopts platform architecture shown in Figure 3.
Ground floor is a positioning and tracking device, and it can be mobile GPS device, mobile phone, be furnished with the PDA of GPS annex or the vehicle GPS of customization.For example tracking system can be based on the wireless communication networks transmission locator data of the GSM of Shanghai Mobile.
The second layer is that locating information is obtained.It aims at the GSM network design and is based upon on the geographic information data basis of China.
The 3rd layer of location database not only comprised client's real-time and historical location data, and stored other information relevant with the location.Major database has basic map data, customer data, locator data.
The 4th stratum server layer comprises four main server modules, is respectively locating content server, location assist server, positioning information server, GIS map server.These servers will support the interface to play crucial effect to system's main development tools and user.
Layer 5 development interface layer, for the user provides a series of public exploitation API, main development interface form comprises data such as XML, WML, XSL, WAP.
Layer 6 position application layer, for the client provides the position application service function, for example the positional information with the Mobile business car dynamically is shown on the electronic chart.
As shown in Figure 2, Mobile business car 5 inserts public switched telephone network (PSTN) 30 through the wireless network (not shown), therefore the seat personnel of call center 1 are when learning that the client need order goods, can search the Mobile business car of close client region according to Customer Location that shows on the electronic chart and Mobile business car position, and, send the customer information that needs the service of ordering goods to it by public switched telephone network (PSTN) and wireless network and this Mobile business car communication.
Ecommerce relates to the control problem of information flow, cash flow and logistics, and the on-line payment solution is exactly the integration problem that will solve cash flow and information flow.In better embodiment of the present invention, can utilize electronic payment platform (for example website) as online payment unit 2, by it payment information is delivered to different banks with uniform way, and receive the payment affirmation message of bank.Can realize that by electronic payment platform the real-time payment information between payment gateway and business bank transmits, encrypts, exchanges and feedback, thereby realize online payment safely and fast.
The client can enter electronic payment platform (for example website) after finishing order on the Mobile business car and generating order, select paying bank, enters the super chain of Web bank on the website, and this super chain points to the online payment URL(uniform resource locator) (URL) of bank.The payment information form that the client sends is made of URL and series of parameters, is generated automatically according to Transaction Information by the website, and is transferred to bank again after the parameter encryption.
Complete online payment process is below described.
(1) after the client clicked the super chain or link of bank, system pointed to the URL of online payment, requires to submit to the payment parameter.
(2) after client secure agent software S-agent captures URL, can eject automatically and land window, the prompting client inserts IC-card and inputs user name and password.Automatically finish with the mutual authentication of interbank certificate and set up the safety encipher passage by the Net silver system of bank.The information of URL back also sends bank to after encrypting.
(3) online payment web displaying following message: client pay the bill number of the account tabulation, web site name (generating), payee account (information that payment URL brings), payee's name (information that payment URL brings), payee bank of deposit title (information that payment URL brings), payee EMAIL/URL (information that payment URL brings), remarks etc. according to the website code among the URL.Customer information input back is clicked and is confirmed, will eject a dialog box prompting member verification signature, and this information will be submitted to the online payment instruction mode after the affirmation.
(4) if transaction system in authorizing the amount of money, the Net silver system will be automatically by the EMAIL/URL mode notice website during with information of same such as contract number, bank transaction number, dealing money, exchange hour, bank's results.The feedback information that offers the website comprises the trading signature of bank, little client signature verification program (EMAIL mode) or a signature verification API (URL mode).
Above online payment process can adopt WEB service standard technology to realize.The WEB service standard has defined some method in common makes application program can stride the isomery programming language and operating system is mutual mutually.In the described programming of the Web service world, some business function is represented with service rather than with object or assembly.Service is called this service method with permission from any programming language and any platform (normally across a network) and is realized an operation flow part.The common interface that provided of service is with a kind of language description that is called as WSDL (WSDL), and this language is based on XML and defined certain methods and come to operate and the input and output message of these operations with a kind of style abstractdesription that has nothing to do with programming language.Equally, Web service also provides a kind of mechanism to come the integrated service function, used language or specific API in the time of can not considering to realize these functions when integrated with this mechanism.This makes them all very useful for any work that is intended to integrated isomery backend applications.Web service is packaging information, behavior, data performance and business workflow uniformly, and need not to consider that the environment of using the place is to use which kind of system and equipment.
In above-mentioned mutual authentication and set up in the step (2) of safety encipher passage, by at the WEB of electronic payment platform server deploy SSL product, can realize the authentication that Web server and client are two-way, and the sensitive information that transmits between client and the server is encrypted.
SSL is that topmost scheme is transmitted in solution Web application identity authentication and information encryption.When adopting SSL, communicating pair can at first be set up and shake hands, both sides intercourse digital certificate when shaking hands, identity to the other side authenticates, and arranges a session key (Session Key), and this key belongs to symmetric key, a side who produces key sends key to digital envelope the opposing party of communication, all information is all used this secret key encryption between the communicating pair then, and key is only effective in a session, produces at random in each session.The time of a common session is very short, and it is impossible that the hacker wants to break a code in short time so.Because ssl protocol adopts the one-time pad mode to information encryption, and common symmetric key encryption system takes to regularly replace key, ssl protocol has stronger fail safe undoubtedly.Owing to adopted the SSL technology, the exploitation that Web uses is also greatly simplified, and the Web server application program can all be kept at the information relevant with query State among the Cookie, and needn't worry the safety problem of Cookie.
Once complete SSL safety connection procedure comprises the following steps:
1) both sides exchange certificate;
2) certification authentication;
3) agreement session key;
4) use the session key Content of Communication;
5) end session.
The complexity of session key or intensity are directly proportional with the number of bits of composition session key file.The figure place that this means session key is big more, and degree of safety is just big more, and deciphering is just difficult more.Because the restriction of u.s. export, it is 40 encrypted tunnel that the SSL function that WEB server and browser are carried can only be set up a Cipher Strength, and this SSL link is because the restriction of its technical limitation and browser self-characteristic still exists a lot of weak points.
In the present invention, consider the concrete application demand of enterprise-class tools, the CA system can be a high-intensity CA certificate more than 1024 for the user provides key length, and the cross-certification of support and other root CA is so that expansion from now on.Enterprise utilizes CA certificate, can change existing username-password landing approach and the transaction data plaintext transmission situation on network.Use has the carrier of the encryption device (as USBKey) of algorithm function as digital certificate, utilizes the authentication to digital certificate to replace original conventional authentication mode; Be encrypted in the customer transaction information of transmission over networks; And support is to the signature operation of the sensitive data of customer transaction, to prevent issuable trade disputes in the future.
In better embodiment of the present invention, CA digital certificates Verification System is the integrated digital certificate management system that a cover is supported two centers (CA center and KMC), double certificate (signing certificate and encrypted certificate).Except application with digital certificate, examine, sign and issue, nullify, recover, the basic functions such as renewal, inquiry, also have virtual support CA, support characteristics such as certificate template.This digital certificates Verification System comprises five subsystems, each subsystem adopts the client/server system, and a master server is all arranged, and the operating terminal that is responsible for this subsystem provides various services, also receive the service request of other subsystem simultaneously, and corresponding service is provided.The secure communication based on the SPKM agreement is adopted between each subsystem and subsystem inside, adopts the mode of both sides' authentication in communication process, guarantees the safety of communicating by letter.
Electronic bill of lading processing unit 3 links to each other with mobile office unit 4 through the Internet, when mobile office unit 4 promptly provides client's sequence information and indicates it to generate electronic bill of lading to electronic bill of lading processing unit 3 after payment unit 2 receives payment affirmation message from network.Promptly be sent to the mobile office unit after electronic bill of lading processing unit 3 generates the bill of lading, the mobile office unit is sent to the Mobile business car with electronic bill of lading, by it bill of lading is printed and consigns to the client.By anti-counterfeiting technology, this electronic bill of lading and the bill of lading off the net have same effectiveness, behind user's printing stamping, can go the delivery of cargo of corresponding warehouse as voucher.In addition, electronic bill of lading processing unit 3 also can provide functions such as bill of lading inquiry, printing.
Below by Fig. 4 the workflow of mobile service system is described.
In step 1, the private branch exchange system of call center 1 is forwarded to a certain seat with customer call, and cti server is shown in customer information on the display of this seat according to telephone number.In step 2, when the seat personnel determine that the client need order goods, can be chosen as the Mobile business car that the client provides the service of order nearby on electronic chart according to the Mobile business car position information that location tracking cell 6 provides.In step 3, the seat personnel send service order by wireless network to selected Mobile business car.In step 4, this Mobile business car provides the service of order and sequence information is sent to the mobile office unit through wireless network and the Internet to the client.In step 5, the client pays the bill by the online payment unit.In step 6, the online payment unit is verified, is confirmed client's payment information and client's payment affirmation message is sent to the mobile office unit.In step 7, the mobile office unit receives payment affirmation message and sequence information is sent to the electronic bill of lading processing unit.In step 8, the electronic bill of lading processing unit generates electronic bill of lading and electronic bill of lading is sent to the mobile office unit according to sequence information.In step 9, the mobile office unit is sent to the Mobile business car with electronic bill of lading.In step 10, the Mobile business car prints the bill of lading and consign to the client, thereby finishes the service of order.
The ERP system of enterprise generally adopts C/S (client/server) structure, and technical development of computer trend is B/S (browser/server) structure in recent years, developing operation efficient and the abundant of customer interface logic of considering the mobile office unit are suitable for, advantage in conjunction with B/S, the entire system framework of mobile office of the present invention unit is reasonable to be the form that adopts B/S structure and C/S complementary structure, promptly is developed as the C/S mode to reach rapidly and efficiently; Operate to the B/S mode, client computer only need have browser to get final product, and all data and applied logic all are positioned at server.Because the B/S structure is easy to use, easy to maintenance, the stability of a system of traditional C/S structure is good, and speed is fast, friendly interface, and therefore both organically being combined is a developing direction of disposing enterprise's remote application fast.
The service platform of this framework is seamless integrated various application and various platform makes the user use a standard browser can move various application programs under the Windows safely.Because the delta data of the minute quantity of this three-tier architecture after the transmission of information between operator and the system is to extract compression, therefore this framework is lower to network requirement, applicable any network access mode-comprise dial-up connection, wireless, satellite, also be connected to unique URL by this service platform for each user through authentication, login also can be set up the session of the safety of 128 SSL3.0 encryption, has improved the privacy of network.