【正文】 ................10 5. 專家座席選擇 .................................................................................................................................10 6. 移動座席 ..........................................................................................................................................10 二、 交互式語音應(yīng)答系統(tǒng) .................................................................................................................... 11 三、 CTI 服務(wù)器 .......................................................................................................................................13 1． CallPath 的功能 ............................................................................................................................13 2． CallPath 的技術(shù)說明 ....................................................................................................................20 3．應(yīng)用程序接口 (API) .......................................................................................................................20 4． CallPath服務(wù)器子系統(tǒng) _(Subsystem) .....................................................................................20 5． Call Path 服務(wù)器及操作環(huán)境 .......................................................................................................22 四、 坐席臺 .............................................................................................................................................23 五、 客戶中心管理系統(tǒng) ........................................................................................................................24 1. 平臺管理系統(tǒng) .................................................................................................................................24 2. 應(yīng)用管理系統(tǒng) .................................................................................................................................26 3. 壁掛式顯示板 .................................................................................................................................26 六、前置機服務(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)計思想 .................................................................................................................................29 二、 軟件功能結(jié)構(gòu) .................................................................................................................................30 1. 自動語音應(yīng)答系統(tǒng) .........................................................................................................................31 2. 話務(wù)員座席系統(tǒng) .............................................................................................................................31 3. CTI 服務(wù)器 .......................................................................................................................................32 三、 業(yè)務(wù)生成 .........................................................................................................................................34 四、 對 2021 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 ..............................................................................................................................40 三、數(shù)據(jù)庫 設(shè)計 ......................................................................................................................................42 四、數(shù)據(jù)接口 ...........................................................................................................................................43 第六章 應(yīng)用系統(tǒng)的實現(xiàn) .....................................................................................................................49 一．電話證券交易服務(wù) ..........................................................................................................................49 二、用戶咨詢業(yè)務(wù) ..................................................................................................................................51 1．咨詢業(yè)務(wù)的分類 ............................................................................................................................51 2. 信息檢 索 ..........................................................................................................................................53 3. 咨詢回復(fù) ..........................................................................................................................................55 4．咨詢業(yè)務(wù)的實現(xiàn) ............................................................................................................................56 三、用戶信息查詢 ..................................................................................................................................59 1. 查詢業(yè)務(wù)概述 .................................................................................................................................59 2. 查詢業(yè)務(wù)的實現(xiàn) .............................................................................................................................60 3．查詢結(jié)果回復(fù) ................................................................................................................................63 五、電話付費業(yè)務(wù) ..................................................................................................