【正文】 ? 更多資料請訪問.(.....)更多企業(yè)學院：...../Shop/《中小企業(yè)管理全能版》 183 套講座+89700 份資料 ...../Shop/《總經理、高層管理》 49 套講座+16388 份資料 ...../Shop/《中層管理學院》 46 套講座+6020 份資料 ...../Shop/《國學智慧、易經》 46 套講座 ...../Shop/《人力資源學院》 56 套講座+27123 份資料 ...../Shop/《各階段員工培訓學院》 77 套講座+ 324 份資料 ...../Shop/《員工管理企業(yè)學院》 67 套講座+ 8720 份資料 ...../Shop/《工廠生產管理學院》 52 套講座+ 13920 份資料 ...../Shop/《財務管理學院》 53 套講座+ 17945 份資料 ...../Shop/《銷售經理學院》 56 套講座+ 14350 份資料 ...../Shop/《銷售人員培訓學院》 72 套講座+ 4879 份資料 ...../Shop/1 / 91客戶服務中心系統方案建議書目 錄2 / 91第一章 概 述 ....................................................................................................................................1第二章 系統總體結構 ............................................................................................................................3一、 系統硬件結構 ..............................................................................................................................3二、 系統軟件結構 ..............................................................................................................................5三、 UTSTARCOM 解決方案的特點 ....................................................................................................5第三章 方案說明 ....................................................................................................................................8一、 前置交換機/排隊機 .....................................................................................................................81. 排隊機 ..........................................................................................................................................92. CTI 鏈接 ........................................................................................................................................93. 呼叫引導 ....................................................................................................................................104. 先行業(yè)務代表調度 ....................................................................................................................105. 專家座席選擇 ............................................................................................................................106. 移動座席 ....................................................................................................................................10二、 交互式語音應答系統 ................................................................................................................11三、CTI 服務器 ..................................................................................................................................131． CallPath 的功能 .......................................................................................................................132． CallPath 的技術說明 ................................................................................................................203．應用程序接口 (API) ..................................................................................................................204． CallPath 服務器子系統 _(Subsystem)..................................................................................215． Call Path 服務器及操作環(huán)境 ...................................................................................................22四、 坐席臺 ........................................................................................................................................23五、 客戶中心管理系統 ....................................................................................................................241. 平臺管理系統 ............................................................................................................................242. 應用管理系統 ............................................................................................................................263. 壁掛式顯示板 ............................................................................................................................27六、前置機服務器 .............................................................................................................................27七、數據庫服務器 .............................................................................................................................28八、 錄音模塊 ....................................................................................................................................28第四章 系統軟件組成及功能結構 ......................................................................................................29一、 軟件設計思想 ............................................................................................................................29二、 軟件功能結構 ............................................................................................................................301. 自動語音應答系統 ....................................................................................................................312. 話務員座席系統 ........................................................................................................................313. CTI 服務器 ..................................................................................................................................32三、 業(yè)務生成 ....................................................................................................................................34四、 對 2022 年問題的考慮 ..............................................................................................................37第五章 應用軟件系統 .....................................................................................................................38一、應用軟件系統概述 .....................................................................................................................38二、應用系統的特點 .........................................................................................................................40三、數據庫設計 .................................................................................................................................42四、數