Fast Facts: 
Industry: Post
Goal: To make the 11185 system become an important information access    channel, improving the competitive ability of China Post. 
Solution: Red Flag Linux DC 5.0 SP2, Red Flag HA Cluster 5.0, Oracle 10g, Tuxedo 8.1, Weblogic 8.1
Benefits: Low-cost, reliable and efficient

Background of the project:
In 2000, most provinces (autonomous regions and municipalities) of China adopted distributed construction mode with city as service center since the technical level of communication was limited, which led to the data cannot be shared among call centers of China Post and the business cannot be deployed quickly in the nationwide.

Customer requirements:
With the improvement of postal informatization level, it is quite urgent for China Post to build a new system which is controlled by the provincial center. Under the circumstances, the 11185 system, which will promote the development of traditional business and new e-commerce, will be reconstructed in order to improve the competitive ability of China Post.

Solutions and deployment:

The structure of National Center
According to the requirements, the tasks to be finished during Phase I include concentrating data and seating, unifying speech navigation etc, so the 11185 system can be divided into four layers: voice access layer, system platform layer, data layer and business processing layer.

Voice access layer will be used to realize the interaction between service centers and users through the Web or Email. After the accomplishment of this project, postal business will be deployed uniformly, while the communication among provincial centers will be fast and convenient through the postal network.

System platform layer, which is responsible for administrating voice channel and controlling exchanger, is mainly composed of six parts: CTI, IVR, IFR, seating, recording management and monitoring. The main function of system platform layer is connecting the exchanger at the bottom with the database and application system on the top, transmitting bottom data to application system, as well as receiving instructions from application system to control exchanger.

Data layer is mainly used to store all kinds of data coming from system platform layer and business processing layer.

Business processing layer, directly facing the seating and management personnel of the 11185 system, has the following functions: consulting services, inquiry services, complaints and suggestions, post collection, order processing, telephone marketing, knowledge management etc.

B/S structure is adopted during the development process since it is convenient to the system’s deployment and upgrade, as well as the connection with other business system. While C/S structure is used during the course of processing business since it can meet the requirements in real-time and stability. 

The structure of provincial center
The 11185 system is reconstructed with province as service center, so PBX, CTI server, IVR server, databases server, WEB server and other auxiliary equipments are deployed in provinces (autonomous regions and municipalities).

In this project, Red flag Linux is applied in every production process of CTI server, database server, mail server, WEB/CHAT server and IVR/IFR server. In order to improve the application system's availability, Red Flag HA Cluster 5.0 is adopted to monitor each key part so as to guarantee their smooth work.


The final interpretation right of this document belongs to the Red Flag Software Co. Ltd.