商业网站客服聊天软件的设计与实现-毕业论文

DESIGNANDIMPLEMENTATIONOFCOMMERCIALCHATTINGSOFTWAREFORCLIENTSERVICEATHESISINCOMPUTERSCIENCEPRESENTEDTOTHEFACULTYOFTHECOLLEGEOFINTERNATIONALZHEJIANGUNIVERSITYOFTECHNOLOGYINFULFILLMENTOFTHEREQUIREMENTSFORTHEDEGREEBACHELOROFSCIENCEINCOMPUTERSCIENCEBYZHUJIAQIJUNE,2010ONMYHONORASAUNIVERSITYSTUDENT,ONTHISASSIGNMENTIHAVENEITHERGIVENNORRECEIVEDUNAUTHORIZEDAIDASDEFINEDBYTHEHONORGUIDELINESFORPAPERSINZJUTCOURSES_ZHUJIAQIAPPROVED_TECHNICALADVISORAPPROVED_IEADVISOR摘要实时信息客服聊天软件（IM）可以不用考虑使用者的地点，以及它们之间的距离。作为一种最常用的网络软件，IM被看做是一种时尚的聊天工具，它可以衍生出社会成员之间的新型社交关系。至今，IM是一种在人类历史长河中最具影响的应用之一。如今，商用企业与非盈利组织已经发行了成千上万种IM实时信息交流软件。同时，一种新型的商业模式电子商务已经被越来越多的人所关注与接受，这种模式是基于高端网络技术的。然而，对于通常的商用实时信息的市场对于竞争者仍然有市场。本论文研究并实现了一种新型的IM客服软件，通过网络SOCKET通道，在客户端和服务器端进行高效实时通讯，并从软件工程的设计规范出发，研究客户的需求，设计模块与功能，最终评估了IM的使用效率和可扩展性。关键词实时信息交流软件，客服软件，电子商务ABSTRACTINSTANTMESSAGINGIMMAKESCOMMUNICATIONIGNOREDISTANCEANDAVAILABLEBETWEENSTRANGERSDESPITEOFTHELOCATIONASTHEMOSTFREQUENTLYUSEDNETWORKSOFTWARE,IMISCONSIDEREDASTHESIGNALOFMODERNCOMMUNICATIONTHATBRINGSANEWRELATIONSHIPINSOCIETYUNTILNOW,IMISTHEMOSTIMPRESSIVECHANGEFORLIVESINHUMANHISTORYNOWADAYS,THEREISHUNDREDSOFIMSOFTWAREPUBLISHEDBYCOMMERCIALORGANIZATIONSORNONPROFITABLEGROUPSATTHESAMETIME,ANEWBUSINESSFORMCALLEDECOMMERCEHASBEENMOREANDMORENOTICEABLEANDPROMISINGTHATBASEDONADVANCEDONLINETECHNOLOGYHOWEVER,THEMARKETFORAREGULARCOMMERCIALINSTANTMESSAGINGSTILLLEFTOPPORTUNITYFORFOLLOWINGCOMPETITORSTHISTHESISINTRODUCESANEWIMANDEVALUATESTHEEFFECTIVENESSOFDESIGNEDIMFROMSOFTWAREENGINEERINGPOINTOFVIEW,THESYSTEMHASBEENDESIGNEDANDANALYZEDCAREFULLY,ANDTESTEDINTHEENDKEYWORDSINSTANTMESSAGINGCHATTINGSOFTWAREELECTRONICCOMMERCE目录摘要I英文摘要II第一章绪论1第二章选题背景2第三章系统需求分析531用户组需求分析5311系统管理员5312客服管理员5313客户632系统服务分析6321后台服务6322前台服务7323数据库7324交互界面733功能描述8331服务终端8332客户终端8334网站管理后台8335数据库存储功能8第四章系统设计941采用的技术/标准9411PHP高级编程语言9412MYSQL数据库9413AJAX异步通讯技术9414HTML网页编程标准1042系统设计图例1043数据库设计10431数据关系图例11432数据库选择11433表格列表11434表格设计12435数据库数据要求14第五章系统实现1751用例图1752页面关系流图1853系统模块实现20531高优先级准备20532装载页面与运行20533管理员登录与权限控制33534管理员后台管理实现35535客服登录与实现50536客服交互见面的实现52537客户交互界面的实现55538浮动窗口实现59总结6361未解决的问题6362今后的工作6363将来的工作展望64文献67致谢69附录70TABLECONTENTABSTRACTINCHINESEIABSTRACTIICHAPTER1INTRODUCTION1CHAPTER2BACKGROUNDINFORMATION2CHAPTER3REQUIREMENTS531USERGROUPANALYSIS5311ADMINISTRATOR5312SERVICESTAFF5313CLIENT632SYSTEMANALYSIS6321BACKSTAGE6322FRONTSERVICE7323DATABASE7324CHATINTERFACE733FUNCTIONDESCRIPTION8331SERVICETERMINAL8332CLIENTTERMINAL8334WEBSITEBACKSTAGE8335DATABASE8CHAPTER4SYSTEMDESIGN941TECHNIQUE/STANDARDUSED9411PHPADVANCEDLANGUAGE9412MYSQLDATABASE9413AJAX9414HTML1042SYSTEMDESIGNDIAGRAM1043DATABASEDESIGN10431ENTITYRELATIONSHIPDIAGRAM11432DATABASECHOOSE11433TABLELIST11434TABLEDESIGN12435DATABASEDATAREQUIREMENT14CHAPTER5IMPLEMENT1751USERCASEDIAGRAM1752RELATIONSHIPOFPAGES1853SYSTEMIMPLEMENT20531PRIORPREPARATION20532INSTALLPAGEANDPROCEEDIMPLEMENT20533ADMINLOGINANDAUTHENTICATEPROCEEDINGIMPLEMENTATION33534ADMINBACKSTAGEMANAGEMENTIMPLEMENT35535SERVICESTAFFLOGININTERFACEIMPLEMENT50536SERVICESTAFFCHATINTERFACEIMPLEMENT52537CLIENTCHATINTERFACEIMPLEMENT55538FLOATWINDOWIMPLEMENT59CONCLUSION6361UNRESOLVEDPROBLEM6362FUTUREWORK6363OUTLOOK64REFERENCE67ACKNOWLEDGE69APPENDIX70CHAPTER1INTRODUCTIONCOMMERCIALINSTANTMESSAGINGISDESIGNEDTOACHIEVEWORKTHATNORMALLY,ITISNOTCONSIDEREDASTHEREALMOFIMORLACKOFAVAILABLECONDITIONSTOREACHTHESAFETYANDLEGALREQUIREMENTSALTHOUGH,“MANYPEOPLEHAVEEXPOSURETOINTERACTIVETEXTPRIMARILYTHROUGHTEENAGEUSERSWHOPRESUMABLYEXCHANGEGOSSIPANDRUMORS,TALKABOUTTHEIRPERSONALLIVES,ANDUSEIMTODOALLTHETHINGSTEENAGERSDO”1,THAT“WORKPLACEEXPECTATIONSARELIKELYTOBEEITHERTHATINTERACTIVETEXTISAWASTEOFTIME,ORPOSSIBLYEVENSOCIALLYUNDESIRABLE”2,THEDEVELOPMENTOFIMSOFTWAREANDTHENEWERWORKPLACEENVIRONMENTBEGANTOACCEPTTHISNEWTECHNOLOGYASAUSEFULTOOLINCOMMUNICATIONINADDITION,THEREARETWOKEYFACTORSIDENTIFIEDASQUALITYFORACCEPTATIONINLARGENUMBEROFUSERSBYMARKUS“FIRST,USERSMUSTCHOOSETOABSORBCERTAINCOSTSASSOCIATEDWITHUSE”“SECOND,THEREMUSTBEINITIALVARIATIONINUSERSABILITIESTOCONTRIBUTETOANDBENEFITFROMUSEOFINTERACTIVECOMMUNICATIONSYSTEMS”3THEREFORE,THESETEENAGERSWHOARESEEMEDASFUTURERULERSOFTHEWORLD,BEINGINTERESTEDINIMORUSEIMASPARTOFLIFE,WILLBETHEPOTENTIALCLIENTOFIMINWORKPLACETHELATESTNEWSSHOWSTHATRESEARCHTEAMSISLOOKINGFORASUITABLEANDAVAILABLECOMMUNICATIONTOOLSTOOVERCOMETHEINCONVENIENCEBROUGHTBYMISTRUSTANDGAP,PARTICULARLY,WHENTHEPROJECTNEEDSQUICKRESPONDANDFREQUENTLYCOMMUNICATIONITISHARDTOSAYCOMMERCIALINSTANTMESSAGINGISTHEIRBESTCHOICEORTHEPEAKOFREVOLUTIONOFWORKHOWEVER,THISSOFTWARECANMAKEPROMOTIONFORDEVELOPMENTOFCOMMUNICATIONINWORKPLACEPOSSIBLEANDFACILITATETHISTYPEOFRESEARCHINTHISARTICLE,ITWILLFOCUSONTHEISSUEFACEDBYMODERNOFFICERS,PROJECTDESIGNEDTOSOLVETHESEPROBLEMS,REQUIREMENTFORCLIENT,SOFTWAREIMPLEMENTANDFURTHERRESEARCHONCOMMERCIALINSTANTMESSAGINGCHAPTER2BACKGROUNDINFORMATIONINSTANTMESSAGINGWASCREATEDINJULYOF1996BY4YOUNGISRAELIAVIDCOMPUTERUSERSYAIRGOLDFINGER26,CHIEFTECHNOLOGYOFFICER,ARIKVARDI27,CHIEFEXECUTIVEOFFICER,SEFIVIGISER25,PRESIDENT,ANDAMNONAMIR24,STARTEDACOMPANYCALLEDMIRABILISINORDERTOINTRODUCEANEWWAYOFCOMMUNICATIO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