【正文】 ..................23 VoiceMail GW ............................................................................................................................................24 Mail GW.......................................................................................................................................................24 SMS GW.......................................................................................................................................................24 Web GW .......................................................................................................................................................24 業(yè)務(wù)接口網(wǎng)關(guān) ..................................................................................................................................................... 25 CTC API.......................................................................................................................................................25 Genesys AgentOCX....................................................................................................................................25 IVR Builder..................................................................................................................................................26 Web 業(yè)務(wù)框架 ............................................................................................................................................27 呼叫記錄數(shù)據(jù)庫 ........................................................................................................................................27 HILINK 核心控制層 .......................................................................................................................................... 27 9. HILINK 核心控制層說明 .................................................................... 28 ACD 路由管理 .................................................................................................................................................... 28 IVR 平臺 .............................................................................................................................................................. 30 VoiceRoute 平臺概述 ................................................................................................................................30 VoiceRoute 邏輯結(jié)構(gòu) ................................................................................................................................31 VoiceRoute Builder ....................................................................................................................................31 VoiceRoute Parser .....................................................................................................................................34 iii VoiceRoute 技術(shù)特點(diǎn) ................................................................................................................................34 呼叫統(tǒng)計分析 ..................................................................................................................................................... 36 基礎(chǔ)報表模板 ............................................................................................................................................36 統(tǒng)計分析的開放性 ...................................................................................................................................39 呼叫監(jiān)控管理 ..................................................................................................................................................... 45 監(jiān)控對象選擇 ............................................................................................................................................46 座席監(jiān)控 .....................................................................................................................................................47 中繼監(jiān)控 .....................................................................................................................................................47 隊(duì)列監(jiān)控 .....................................................................................................................................................48 實(shí)時統(tǒng)計 .....................................................................................................................................................48 座席控制 .....................................................................................................................................................49 隊(duì)列控制 .....................................................................................................................................................49 坐席質(zhì)量管理 ..................................................................................................................................................... 49 系統(tǒng)配置管理 ..................................................................................................................................................... 51 預(yù)測外撥管理 ..................................................................................................................................................... 53 業(yè)務(wù)分析平臺 ..................................................................................................................................................... 53 雙機(jī)熱備機(jī)制 ..................................................................................................................................................... 54 分布互連機(jī)制 ................................................................................................................................................. 55 分布互連特性 ............................................................................................................................................55 遠(yuǎn)端座席 ....................................................................................................................