cti呼叫處理中心系統(tǒng)結(jié)構(gòu)(編輯修改稿)
2025-03-27 23:26 本頁面
【文章內(nèi)容簡(jiǎn)介】 機(jī)功能請(qǐng)求 * 上班與下班 * 暫離席與返席 C. 計(jì)算機(jī)控制的話音郵箱功能 * 郵箱登錄、退出登錄 * 打開或關(guān)閉話音文件 * 播放 * 接收按鍵 * 轉(zhuǎn)接 * 各類計(jì)算機(jī)命令的回應(yīng)信息 * 呼叫進(jìn)程及狀態(tài)變化 來話到達(dá)座席 應(yīng)答指示 釋放指示 Meridian Call Center 呼叫處理中心 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 Call Center 呼叫處理中心 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) Meridian Call Center 呼叫處理中心 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 Meridian Call Center 呼叫處理中心 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 Resp
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