呼叫處理中心cti系統(tǒng)簡介(編輯修改稿)
2024-10-25 10:39 本頁面
【文章內(nèi)容簡介】 iate 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 計算機到排隊機,PBXHost 排隊機到計算機,Meridian Link消息集,功能請求/通知,Host 主計算機,Meridian 1 排隊交換設(shè)備,Requests 請求,Responses 應(yīng)答,Unsolicited Status 非請求狀態(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 計算機到排隊機,PBXHost 排隊機到計算機,來話呼叫流程圖,M1,Link,Host,Agent 1,Agent 2,產(chǎn)生一個呼叫 呼叫通過公共電話網(wǎng)送到M1 PBX 附有主叫/被叫號碼 呼叫在ACD排隊 話務(wù)員1空閉呼叫送到話務(wù)員1 呼叫信息同時送到主計算機 用戶信息顯示在計算機終端屏幕 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 話務(wù)員2空閉，呼叫傳送到話務(wù)員2 呼叫信息同時傳送到主計算機 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,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：來話已被分配到座席1,致主機：座席1已應(yīng)答,致主機：呼叫和座席2被釋放,致M1：要求座席1應(yīng)答來話,致M1：要求將來話轉(zhuǎn)接到座席2,致主機：座席2振鈴,致主機：將來話信息送至座席2,致M1：要求座席2應(yīng)答來話,致主機：座席2已應(yīng)答,應(yīng)答狀態(tài)被送至主機,致M1：要求完成轉(zhuǎn)接,致主機：座席1已被釋放,致主機：轉(zhuǎn)接完成,路由控制流程圖,M1,Link,Host,Agent 1,Agent 2,用戶發(fā)起一個呼叫 呼叫通過公共電話網(wǎng)送到M1PBX 附有主叫/被叫號碼 呼叫在M1排隊 路由請求消息送至主機 主機指示PBX向來話者送回鈴音 系統(tǒng)對來話中繼作應(yīng)答監(jiān)控 主機同時進行數(shù)據(jù)庫檢索 主機根據(jù)檢索結(jié)果指示來話路由 選擇 呼叫在指定的ACD隊列排隊 話務(wù)員2空閉，呼叫傳送到話務(wù)
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