子午呼叫中心cti概述(編輯修改稿)
2025-03-15 18:34 本頁面
【文章內(nèi)容簡(jiǎn)介】 化 來話到達(dá)座席 應(yīng)答指示 釋放指示 Meridian Link消息集 呼叫處理 Host 主計(jì)算機(jī) Meridian 1 排隊(duì)交換設(shè)備 Requests 請(qǐng)求 Responses 應(yīng)答 Unsolicited Status 非請(qǐng)求狀態(tài) Make Call Progress Answer Answer Response Release Release Response Initiate Transfer Answer Indication Complete Transfer Release Indication Initiate Conference Call Offered Complete Conference Call Abandoned Retrieve Original Route Request Route Call Route Call Response Give Ringback Give Ringback Response Give Silence Give Silence Response Give Music Give Music Response HostPBX 計(jì)算機(jī)到排隊(duì)機(jī) PBXHost 排隊(duì)機(jī)到計(jì)算機(jī) Meridian Link消息集 功能請(qǐng)求 /通知 Host 主計(jì)算機(jī) Meridian 1 排隊(duì)交換設(shè)備 Requests 請(qǐng)求 Responses 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通過終端應(yīng)答來話 1話務(wù)員 2通過終端釋放來話 PSTN 1 2 3 8 7 5 4 7 6 12 10 12 13 13 12 11 來話者 9 13 來話消息流程圖 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)：來話已被分配到座席 1 致主機(jī)：座席 1已應(yīng)答
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