呼叫處理中心cti系統(tǒng)簡(jiǎn)介(存儲(chǔ)版)
【正文】 應(yīng)答,Unsolicited Status 非請(qǐng)求狀態(tài),Set Feature (ACD Login) Set Feature (ACD Login) Response Set Feature (ACD Logout) Set Feature (ACD Logout) Response Set Feature (Make Set Busy) Set Feature (Make Set Busy) Response Set Feature (Make Set In Service) Set Feature (Make Set In Service) Response Set Feature (NotReady) Set Feature (Not Ready) Response Set Feature (Ready) Set Feature (Ready) Response Set Feature Notification (Make Set Busy) Set Feature Notification (Make Set In Service),HostPBX 計(jì)算機(jī)到排隊(duì)機(jī),PBXHost 排隊(duì)機(jī)到計(jì)算機(jī),來(lái)話呼叫流程圖,M1,Link,Host,Agent 1,Agent 2,產(chǎn)生一個(gè)呼叫 呼叫通過(guò)公共電話網(wǎng)送到M1 PBX 附有主叫/被叫號(hào)碼 呼叫在ACD排隊(duì) 話務(wù)員1空閉呼叫送到話務(wù)員1 呼叫信息同時(shí)送到主計(jì)算機(jī) 用戶信息顯示在計(jì)算機(jī)終端屏幕 話務(wù)員通過(guò)終端發(fā)出轉(zhuǎn)移給話務(wù) 員2的指令 呼叫重新在ACD排隊(duì) 話務(wù)員2空閉，呼叫傳送到話務(wù)員2 呼叫信息同時(shí)傳送到主計(jì)算機(jī) 1話務(wù)員2終端顯示用戶信息 1話務(wù)員2通過(guò)終端應(yīng)答來(lái)話 1話務(wù)員2通過(guò)終端釋放來(lái)話,PSTN,1,2,3,8,7,5,4,7,6,12,10,12,13,13,12,11,來(lái)話者,9,13,來(lái)話消息流程圖,M1/Link,主機(jī),Call Offered,Answer,Answer Indication,Answer Response,Initiate Transfer,Progress,Call Offered,Answer,Progress,Answer Indication,Answer Response,Complete Transfer,Release Indication,Progress,Release,Release Indication,Release Response,致M1：要求座席2釋放呼叫,致主機(jī)：來(lái)話已被分配到座席1,致主機(jī)：座席1已應(yīng)答,致主機(jī)：呼叫和座席2被釋放,致M1：要求座席1應(yīng)答來(lái)話,致M1：要求將來(lái)話轉(zhuǎn)接到座席2,致主機(jī)：座席2振鈴,致主機(jī)：將來(lái)話信息送至座席2,致M1：要求座席2應(yīng)答來(lái)話,致主機(jī)：座席2已應(yīng)答,應(yīng)答狀態(tài)被送至主機(jī),致M1：要求完成轉(zhuǎn)接,致主機(jī)：座席1已被釋放,致主機(jī)：轉(zhuǎn)接完成,路由控制流程圖,M1,Link,Host,Agent 1,Agent 2,用戶發(fā)起一個(gè)呼叫 呼叫通過(guò)公共電話網(wǎng)送到M1PBX 附有主叫/被叫號(hào)碼 呼叫在M1排隊(duì) 路由請(qǐng)求消息送至主機(jī) 主機(jī)指示PBX向來(lái)話者送回鈴音 系統(tǒng)對(duì)來(lái)話中繼作應(yīng)答監(jiān)控 主機(jī)同時(shí)進(jìn)行數(shù)據(jù)庫(kù)檢索 主機(jī)根據(jù)檢索結(jié)果指示來(lái)話路由 選擇 呼叫在指定的ACD隊(duì)列排隊(duì) 話務(wù)員2空閉，呼叫傳送到話務(wù) 員 2 1呼叫信息同時(shí)傳送到主計(jì)算機(jī) 1話務(wù)員2終端顯示用戶信息 1主機(jī)指示座席2應(yīng)答來(lái)話,PSTN,1,2,3,9,8,5,4,6,11,13,12,10,來(lái)話者,7,路由請(qǐng)求消息流程圖,通知PBX將來(lái)話轉(zhuǎn)接某ACD隊(duì)列,M1/Link,主機(jī),Route Call,座席被釋放,Release,Release Indication,Release Response,Answer Response,Call Offered,Answer,Answer Indication,來(lái)話被分配到某空閑座席,座席已應(yīng)答,主機(jī)要求座席釋放呼叫,Router Request,Give Ring back,來(lái)話在M1排隊(duì)，需要選擇路由,向來(lái)話者送回鈴音,主機(jī)檢索數(shù)據(jù)庫(kù),主機(jī)要求座席應(yīng)答來(lái)話,Meridian Link的演進(jìn),Release 2, 發(fā)起呼叫 呼叫應(yīng)答 呼叫釋放
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