【正文】 ........................................................................................................................................................2信息中心 ...................................................................................................................................................................2交互式服務(wù) ...............................................................................................................................................................2會員自助管理子系統(tǒng) ...................................................................................................................................2會員注冊/登陸 ..........................................................................................................................................................2基本資料的維護(hù) .......................................................................................................................................................2信息發(fā)布 ...................................................................................................................................................................2歷史訂單查詢 ...........................................................................................................................................................2服務(wù)評定 ...................................................................................................................................................................2系統(tǒng)消息 ...................................................................................................................................................................2商戶（家政企業(yè)）自助管理子系統(tǒng) ...........................................................................................................系統(tǒng)登陸 ...................................................................................................................................................................商戶信息管理 ...........................................................................................................................................................服務(wù)人員管理 ...........................................................................................................................................................3服務(wù)訂單及評定查詢 ...............................................................................................................................................3系統(tǒng)通知 ...................................................................................................................................................................3手機(jī) WAP 網(wǎng)站 .............................................................................................................................................33二、網(wǎng)站系統(tǒng)的后臺控制 ........................................................................................................................................33 字典表的定義 ..................................................................................................................................................33 網(wǎng)站元素的控制 ..............................................................................................................................................37二、呼叫中心系統(tǒng) ....................................................................................................................................................3組網(wǎng)方式 .......................................................................................................................................................3服務(wù)熱線熱線的語音流程示意圖 ...............................................................................................................功能描述 .......................................................................................................................................................4系統(tǒng)管理 ...................................................................................................................................................................4支持遠(yuǎn)程坐席 ...........................................................................................................................................................4ACD 智能話務(wù)分配 ..................................................................................................................................................4自動錄音 ...................................................................................................................................................................4話務(wù)轉(zhuǎn)接和代答 .......................................................................................................................................................4坐席來電彈屏 ...........................................................................................................................................................4坐席外呼和 IVR 外呼 ..............................................................................................................................................4去電（外呼、派單）彈屏 .......................................................................................................................................4IVR 流程自主設(shè)置及語音應(yīng)答 ...............................................................................................................................4班長席（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) .................................