【正文】 客戶服務(wù)中心系統(tǒng)方案建議書目 錄1 / 106第一章 概 述 ....................................................................................................................................1第二章 系統(tǒng)總體結(jié)構(gòu) ............................................................................................................................3一、 系統(tǒng)硬件結(jié)構(gòu) ..............................................................................................................................3二、 系統(tǒng)軟件結(jié)構(gòu) ..............................................................................................................................5三、 UTSTARCOM 解決方案的特點(diǎn) ....................................................................................................5第三章 方案說明 ....................................................................................................................................8一、 前置交換機(jī)/排隊(duì)機(jī) .....................................................................................................................81. 排隊(duì)機(jī) ..........................................................................................................................................92. CTI 鏈接 ........................................................................................................................................93. 呼叫引導(dǎo) ....................................................................................................................................104. 先行業(yè)務(wù)代表調(diào)度 ....................................................................................................................105. 專家座席選擇 ............................................................................................................................106. 移動(dòng)座席 ....................................................................................................................................10二、 交互式語音應(yīng)答系統(tǒng) ................................................................................................................11三、CTI 服務(wù)器 ..................................................................................................................................131． CallPath 的功能 .......................................................................................................................132． CallPath 的技術(shù)說明 ................................................................................................................203．應(yīng)用程序接口 (API) ..................................................................................................................204． CallPath 服務(wù)器子系統(tǒng) _(Subsystem)..................................................................................215． Call Path 服務(wù)器及操作環(huán)境 ...................................................................................................22四、 坐席臺(tái) ........................................................................................................................................23五、 客戶中心管理系統(tǒng) ....................................................................................................................241. 平臺(tái)管理系統(tǒng) ............................................................................................................................242. 應(yīng)用管理系統(tǒng) ............................................................................................................................263. 壁掛式顯示板 ............................................................................................................................27六、前置機(jī)服務(wù)器 .............................................................................................................................27七、數(shù)據(jù)庫服務(wù)器 .............................................................................................................................28八、 錄音模塊 ....................................................................................................................................28第四章 系統(tǒng)軟件組成及功能結(jié)構(gòu) ......................................................................................................29一、 軟件設(shè)計(jì)思想 ............................................................................................................................29二、 軟件功能結(jié)構(gòu) ............................................................................................................................301. 自動(dòng)語音應(yīng)答系統(tǒng) ....................................................................................................................312. 話務(wù)員座席系統(tǒng) ........................................................................................................................313. CTI 服務(wù)器 ..................................................................................................................................32三、 業(yè)務(wù)生成 ....................................................................................................................................34四、 對 2022 年問題的考慮 ..............................................................................................................37第五章 應(yīng)用軟件系統(tǒng) .....................................................................................................................38一、應(yīng)用軟件系統(tǒng)概述 .....................................................................................................................38二、應(yīng)用系統(tǒng)的特點(diǎn) .........................................................................................................................40三、數(shù)據(jù)庫設(shè)計(jì) .................................................................................................................................42四、數(shù)據(jù)接口 .....................................................................................................................................43第六章 應(yīng)用系統(tǒng)的實(shí)現(xiàn) .................................................................................................................49一．電話證券交易服務(wù) .....................................................................................................................49二、用戶咨詢業(yè)務(wù) ........................................................................