论文题目：网络通信公司客服管理系统的设计与实现计算机科学与技术专业摘要网络通信公司客服管理系统采用Java语言、B/S模式和ORACLE数据库管理系统进行开发。系统的主要功能分为后台系统管理和前台系统管理。管理员通过后台系统管理可以进行报表统计管理、信息配置管理、系统设置管理等操作；普通员工通过前台系统管理可以进行安装管理、报修管理、续费管理、投拆管理、工单查询管理等操作。文章对网络通信公司客服管理系统的课题背景、开发工具、需求分析、系统UML建模、数据库设计以及系统实现进行了详细阐述。关键词：客服管理；B/S模式；ORACLE；JavaAbstractTheCustomerServiceManagementSystemforNetworkCommunicationsCompanyisdevelopedbyJavalanguage,B/SmodeandORACLEdatabasemanagement.Themainfunctionofthesystemisdividedintothebackgroundsystemmanagementandtheforegroundsystemmanagement.Theadministratorisresponsibleforreportmanagement,configurationmanagement,systemsettingsbyusingthebackgroundmanagementsystem.Ordinarystaffisresponsibleforinstallmanagement,reportmanagement,renewalmanagement,complaintsmanagement,orderquerymanagementbyusingtheforegroundsystemmanagement.Thispaperdescribesthesystem’sbackground,developmenttools,requirementanalysis,UMLmodeling,databasedesignandsystem’simplementationindetail.Keywords:Customerservicemanagement;B/Smodel;ORACLE;Java目录1绪论................................................................................................................11.1选题背景.....................................................................................................11.2主要内容及研究意义.................................................................................11.3开发技术介绍.............................................................................................11.3.1JAVA语言...............................................................................................11.3.2SQL语言.................................................................................................11.3.3TOMCAT和EXTJS技术.....................................................................21.3.4B/S模式...................................................................................................22系统的功能需求............................................................................................22.1前台功能需求.............................................................................................22.1.1来电咨询客服管理..................................................................................22.2后台功能需求.............................................................................................33系统的UML建模.........................................................................................43.1系统用例图.................................................................................................43.2系统活动图.................................................................................................63.3系统时序图.................................................................................................63.4系统类图...................................................................................................113.5系统包图...................................................................................................124数据库设计..................................................................................................134.1概念设计......................
