【文章內(nèi)容簡(jiǎn)介】 .............4IVR 流程自主設(shè)置及語(yǔ)音應(yīng)答 ...............................................................................................................................4班長(zhǎng)席（強(qiáng)插、強(qiáng)拆、監(jiān)聽） .............................................................................................................................4多方通話 .................................................................................................................................................................4完善的數(shù)據(jù)管理和業(yè)務(wù)報(bào)表統(tǒng)計(jì) .........................................................................................................................4其他實(shí)用功能 .........................................................................................................................................................46三、業(yè)務(wù)處理（工單）系統(tǒng) ....................................................................................................................................4原始工單形成 ...............................................................................................................................................4業(yè)務(wù)屬性定義 ...............................................................................................................................................4工單派發(fā) .......................................................................................................................................................4派發(fā)流程 ...................................................................................................................................................................4派發(fā)工單示意及狀態(tài) ...............................................................................................................................................4工單狀態(tài)及二次派單 ...............................................................................................................................................4按照工單進(jìn)行回訪 .......................................................................................................................................4回訪流程示意圖 .......................................................................................................................................................4流程描述 ...................................................................................................................................................................4工單完成及統(tǒng)計(jì)管理 ...................................................................................................................................49四、短信子系統(tǒng) ........................................................................................................................................................4工單通知 .......................................................................................................................................................4消息通知 .......................................................................................................................................................49五、業(yè)務(wù)支撐管理系統(tǒng) ............................................................................................................................................50、系統(tǒng)管理部分 ...............................................................................................................................................50、統(tǒng)計(jì)報(bào)表部分 ...............................................................................................................................................52第五部分 項(xiàng)目實(shí)施方案 ..............................................................................................................................................53一、平臺(tái)軟硬件構(gòu)成清單 ........................................................................................................................................5硬件設(shè)備清單 ...............................................................................................................................................5硬件設(shè)備配置說(shuō)明 .......................................................................................................................................5應(yīng)用系統(tǒng)構(gòu)成 ...............................................................................................................................................56二、需要甲方提前準(zhǔn)備條件 ....................................................................................................................................57 、中繼線及熱線號(hào)碼 .....................................................................................................................................57 、互聯(lián)網(wǎng)接入 .................................................................................................................................................57 、場(chǎng)地 /設(shè)備 ....................................................................................................................................................57 、人員及培訓(xùn) .................................................................................................................................................58三、項(xiàng)目占地、裝修情況 ........................................................................................................................................5 服務(wù)器占位以及用電 .................................................................................................................................5 坐席占地以及用電 .....................................................................................................................................5 空調(diào)、排風(fēng)扇 .............................................................................................................................................5 坐席場(chǎng)地及工位的設(shè)計(jì) .............................................................................................................................5 耗電量估算 .................................................................................................................................................59第六部分 成功案例 ....................................................................