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1、International College, Zhejiang University of Technology Zhu JiaqiDesign and Implementation of Commercial Chatting Software for Client ServiceA Thesisin Computer SciencePresented toThe Faculty of theCollege of International Zhejiang University of TechnologyIn Fulfillmentof the Requirements for the D
2、egreeBachelor of Science in Computer SciencebyZhu JiaqiJune, 2010On my honor as a University student, on this assignment I have neither given nor received unauthorized aid as defined by the Honor Guidelines for Papers in ZJUT Courses._Zhu JiaqiApproved _ (Technical Advisor)Approved _ (IE Advisor)摘要实
3、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
4、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AbstractInstant Messaging (IM) makes communication ignore distance and available between strangers despite of the location. As the most frequently used network software, IM is considered as the signal of modern communication that brings a new relationship
5、in society. Until now, IM is the most impressive change for lives in human history. Nowadays, there is hundreds of IM software published by commercial organizations or non-profitable groups. At the same time, a new business form called E-commerce has been more and more noticeable and promising that
6、based on advanced online technology. However, the market for a regular commercial Instant Messaging still left opportunity for following competitors. This thesis introduces a new IM and evaluates the effectiveness of designed IM. From Software Engineering point of view, the system has been designed
7、and analyzed carefully, and tested in the end. Keywords: instant messaging; chatting software; electronic commerce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53.1 用户组需求分析53.1.1 系统管理员53.1.2 客服管理员53.1.3 客户63.2 系统服务分析63.2.1 后台服务63.2.2 前台服务73.2.3 数据库73.2.4 交互界面73.3 功能描述83.3.1 服务终端83.3.2 客户终端83.3.4 网站管理后台83.3.5
8、 数据库存储功能8第四章 系统设计94.1 采用的技术/标准94.1.1 PHP高级编程语言94.1.2 MySQL 数据库94.1.3 Ajax异步通讯技术94.1.4 HTML网页编程标准104.2 系统设计图例104.3 数据库设计104.3.1 数据关系图例114.3.2 数据库选择114.3.3 表格列表114.3.4 表格设计124.3.5 数据库数据要求14第五章 系统实现175.1 用例图175.2 页面关系流图185.3 系统模块实现205.3.1 高优先级准备205.3.2 装载页面与运行205.3.3 管理员登录与权限控制335.3.4 管理员后台管理实现355.3.5
9、客服登录与实现505.3.6 客服交互见面的实现525.3.7 客户交互界面的实现555.3.8 浮动窗口实现59总结636.1 未解决的问题636.2 今后的工作636.3 将来的工作展望64文献67致谢69附录7063Table ContentAbstract in ChineseiAbstractiiChapter 1 Introduction1Chapter 2 Background Information2Chapter 3 Requirements53.1 User group analysis53.1.1 Administrator53.1.2 Service staff53.1
10、.3 Client63.2 System analysis63.2.1 Backstage63.2.2 Front service73.2.3 Database73.2.4 Chat interface73.3 Function description83.3.1 Service terminal83.3.2 Client terminal83.3.4 Website backstage83.3.5 Database8Chapter 4 System Design94.1 Technique/Standard used94.1.1 PHP Advanced Language94.1.2 MyS
11、QL database94.1.3 Ajax94.1.4 HTML104.2 System Design Diagram104.3 Database Design104.3.1 Entity relationship diagram114.3.2 Database choose114.3.3 Table List114.3.4 Table Design124.3.5 Database data requirement14Chapter 5 Implement175.1 User case diagram175.2 Relationship of pages185.3 System Implem
12、ent205.3.1 Prior Preparation205.3.2 Install Page and Proceed Implement205.3.3 Admin Login and Authenticate Proceeding Implementation335.3.4 Admin backstage management implement355.3.5 Service staff login interface implement505.3.6 Service staff chat interface implement525.3.7 Client chat interface i
13、mplement555.3.8 Float window implement59Conclusion636.1 Unresolved problem636.2 Future work636.3 Outlook64Reference67Acknowledge69Appendix70Chapter 1 Introduction Commercial Instant Messaging is designed to achieve work that normally, it is not considered as the realm of IM or lack of available cond
14、itions to reach the safety and legal requirements. Although, “Many people have exposure to interactive text primarily through teenage users who presumably exchange gossip and rumors, talk about their personal lives, and use IM to do all the things teenagers do.”1, that “workplace expectations are likely to be either that interactive text is a waste of time, or possibly even socially undesirable.”2, the development of IM software and the newer workplace environment began to accept this new technol
