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Mayor Hotline recent years a well-known public expression for the masses, and the administrative complaint and the Government's response mechanism. Although the mayor's hotline in the various parts of the time is not long, but it has become an important way for the government to understand the social dynamics, supervision departments and their staff, to protect the public interest, soothing Contradiction. The call center called the customer service center, and it is based on CTI technology, take full advantage of a number of functional integration of communication networks and computer networks, and even with the use of units for a complete integrated information service system, the use of existing kinds of advanced means of communication to provide users with high-quality, high-efficiency, full range of services. The original Chengdu Mayor Hotline Since its launching, the basic realization of the \But due to the reform of government institutions, aging equipment, and a strong legacy systems forward-looking problems, the system can not completely adapt existing work, the need for a comprehensive transformation and building public call center based on the existing Chengdu . The Chengdu Public call platform has completed construction, as one of the infrastructure of information technology, Chengdu, 12316 Sannong hotline and 12,319 urban management hotline \The platform consists mainly of PBX systems, CTI systems, IVR systems, recording systems, TTS system can provide access for the call center operations of various government departments. This article will discuss how to use the most appropriate means to achieve the hotline system based call center in Chengdu's mayor. In this work, we first need to follow the software works in accordance with the project management approach, thinking, orderly advance the project needs analysis, system planning, software design, software detailed design, database design, hardware implementation, software coding, sub tests, joint testing, preliminary acceptance test run, until the completion of the final acceptance. According to the characteristics of the project, the paper will mainly focus on the two aspects of requirements analysis and equipment selection. Needs analysis, we need to conduct in-depth analysis of the original use of the situation and problems of the mayor's hotline to understand the problems of the previous mayor hotline system proposed solutions. At the same time, the need to explore in depth the new mayor hotline system building needs. The two, forming a more perfect \For the selection of equipment, you need to consider the full use of the current of Chengdu public call platform resources, the expansion of the public call platform appropriate choice of hardware to meet the requirements of normal operation of the new mayor hotline system. Finally, make a summary of the work on the project and made two thinking.
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