Emergency System White Paper.

IEEM Knowledge Engineeringg913821Steven Wug913839Sam Kou

Agenda Abstract System outline System structure System operational concept System function requirement Database schema analysis Future work

Abstract As SARS struck the whole world, there are a

lot of people died and many people are secluded.

This similar kind of crisis will happen suddenly and we can not predict it precisely.

So how to collect information and response quickly becomes a important issue.

We need to develop a system which can quickly handle this kind of situation and prevent it getting worse.

System outline The system can be divided into three parts:

Web-Based Interface, Computer Telephony Integration System, and Mobile Information System.

Emergency System

Web-Based Interface

Computer Telephony Integration

System

Mobile Information

System

System outline - Objective Web-Based Interface

Agent can do their work through the interface.

Querying history record and ordering food, articles and instruments for medical use.

Publishing the information about epidemic situation in the web.

System outline - Objective CTI System

Integrating computer, telephone, and internet to simulate real PBX system.

Saving every record into database.

Mobile Information System Providing webpage for PDA or pocket

PC. Sending message to those who are

secluded.

System outline - Scope Web-Based Interface

Agent/User input, record from database which is created by CTI system.

CTI System Call in and call out information, fax,

and mail. Mobile Information System

Query data and receive message.

System Structure

Central DataBase

Web Server

Internet

Mobile Communication

Administratorand other user

CTI Server

AgentTelephone

AgentTelephone

Call Center

Voice Card

FAX Card

Telephone exchange

AgentTelephone

AgentTelephone

System Operational Concept In order to build the system quickly

when crisis arise, we can embed the emergency system into the container car and make it become the local command center.

Equipment shelf

worktableTV wall

window

cabinet

A/Cdoor

System Operational Concept

rostrum

Inside the container car.

System function requirement Web-Based Interface CTI System Mobile Information System

System function requirement ─ Web-Based Interface ID management Phone call record Fax Mail Report Online chat Others

System function requirement ─ Web-Based Interface ID management

Every Agent and user have their ID and power, the system have to control these user and divide them into the several groups.

System function requirement ─ Web-Based Interface Phone call record

When people call to this center, the system will record this data in the database.

It includes : Coming phone call record History phone call record (Miss) Coming phone call record (Miss) History phone call record

System function requirement ─ Web-Based Interface Fax

The system can send the fax by CTI system. You can fax a file to many groups or many user at the same time.

User can query the fax record (send or receive) by web and insert related information to queried record at the same time.

System function requirement ─ Web-Based Interface Mail

It needs to have the mail function. Provide the auto-reply ability.

Set the key words.EX: When receive the mail includes “Need more isolation wards” , system will auto-send a mail to tell the sender “We receive the request. It will deal to the related department as soon as fast”.

System function requirement ─ Web-Based Interface Report

The system can analyze every record statistically and transfer to the report.

It still have to analyze these data. Regression analysis . KPI statistic.

System function requirement ─ Web-Based Interface Online chat

This function provide the user can chat to the agent online.

The conversation will be record into the database.

System function requirement ─ Web-Based Interface Others

System parameter revise. Data back.

Because the data will increase with time.System have to provide a interface lets Agent to backup the data .

System function requirement ─ CTI System

PBX Voice mail FAX Monitoring

System function requirement ─ CTI System

PBX Answering the phone automatically when

phone call arrive. Message, wait, switch to other extension, or

switch to the operational line when the extension is busy or no answer.

Changing the extension number according to different time.

Searching free extension of assigned group or department.

Answer the other extension when he is not in his seat.

System function requirement ─ CTI System

PBX (conti) Talk with three people

condition 1: caller, the first extension, and the second extension

condition 2: three extensions. Automatically call out to those who are s

ecluded.

System function requirement ─ CTI System

Voice mail Each extension has its own voice

mail. Listening the voice message through

telephone transmitter. Automatically e-mail the voice

message to the agent who is in charge of the extension.

System function requirement ─ CTI System

FAX Automatically receiving the FAX. Saving the FAX contents to files

according to date and time. Sending fax according to queue

priority or time.

System function requirement ─ CTI System

Monitoring Provide administrator a interface to

monitor the system. Completely recording every data

include: Call in and call out. Voice message. Fax receiving and sending.

System function requirement ─ Mobile Information Syste

m To develop a web interface which

is suitable for PDA or Pocket PC. Sending message to those who are

going to be secluded. To Publish the latest information

about epidemic situation.

Database schema analysis Call in and call out E-R model.

ACCOUNT

Call_Receive_Record

SLIC_INFOAGENT_GROUP [n:1]

[n:1]

GROUP_

USER_GROUP

[n:1]

[n:1]

[1:n]

CALL_OUT_RECORD

[1:n]

Database schema analysis FAX E-R model.

GROUP_USER_GROUP

ACCOUNTFAXLOG

FAXSCHEDULE

FAXRECORDLIST

[1:n]

[n:1] [1:n]

[n:1]

[n:1]

Database schema analysis Mail E-R model.

ACCOUNT

REPLY_RULE

SETUP_DATAMAILSCHEDULE

MAILBOX

[1:1]

[n:1] [1:n]

[1:n] [n:1]

FILE_MAIL

Why it is a DSS Data Component

The data is stored in the database and the source is came from the CTI system and web-based interface.

Model We use the statistic model like regression and KPI data

mining method for history record analysis. User Interface

The web-based interface provide a single and integrated interface that agents, administrator, and other users can get information or do their work through the interface.

Knowledge Based Web-based interface, CTI system and mobile

information system. So the system can act as a agent or can help human agent make decision about epidemic.

The EndWashing your hand frequently and keepyourself healthy!