【正文】 .... 44 . 業(yè)務(wù)受理時(shí)限管理 ................................................................ 44 . Inter 服務(wù)功能 ............................................................................ 44 八 . 業(yè)務(wù)流程設(shè)計(jì) ....................................................................46 . 總體業(yè)務(wù)流程 .................................................................................. 46 . 業(yè)務(wù)查詢 .......................................................................................... 47 . 給據(jù)郵件查詢 ....................................................................... 47 郵政客戶服務(wù)中心建設(shè)方案 Cncall 174。 4 . 與綠卡系統(tǒng)聯(lián)網(wǎng) ................................................................... 25 . 與郵政電子商務(wù)中心系統(tǒng)聯(lián)網(wǎng) .............................................. 26 . 虛擬呼叫中心（遠(yuǎn)端座席） .................................................. 27 . 分布式呼叫中心系統(tǒng) ............................................................ 27 . 呼叫中心的代理服務(wù) ............................................................ 27 . INTERNET 呼叫中心 ............................................................ 28 . 多媒體呼叫中心 ................................................................... 28 . 與郵政一體化網(wǎng)絡(luò)聯(lián)網(wǎng) ......................................................... 29 五 . 網(wǎng)絡(luò)結(jié)構(gòu) ............................................................................31 . 網(wǎng)絡(luò)層次 .......................................................................................... 31 . 連接方式 .......................................................................................... 31 . 網(wǎng)絡(luò)功能 .......................................................................................... 32 . 網(wǎng)絡(luò)協(xié)議 .......................................................................................... 32 . 網(wǎng)絡(luò)設(shè)備 .......................................................................................... 33 六 . 軟件平臺(tái) ............................................................................34 . 軟件體系結(jié)構(gòu) .................................................................................. 34 . BackOffice 系統(tǒng)軟件平臺(tái) .............................................................. 35 . Windows NT .................................................................... 36 . Microsoft Exchange Server ................................................ 36 . Microsoft SQL Server ....................................................... 36 . Microsoft Systems Management Server ............................... 37 . Microsoft Proxy Server ..................................................... 37 . Microsoft Site Server ........................................................ 37 . Seagate Crystal Info .......................................................... 37 七 . 業(yè)務(wù)功能 ............................................................................38 . 接入功能 .......................................................................................... 38 . 導(dǎo)航功能 .......................................................................................... 38 郵政客戶服務(wù)中心建設(shè)方案 Cncall 174。 3 . 數(shù)據(jù)庫服務(wù)器 .................................................................................. 15 . 計(jì)費(fèi)子系統(tǒng) ...................................................................................... 16 . 統(tǒng)計(jì)分析子系統(tǒng) .............................................................................. 16 四 . 硬件平臺(tái)結(jié)構(gòu) ....................................................................18 . 一期系統(tǒng)平臺(tái)結(jié)構(gòu) .......................................................................... 18 . 智能網(wǎng) ................................................................................. 19 . 數(shù)字程控交換機(jī)（ ACD） ..................................................... 19 . CTI 服務(wù)器 ......................................................................... 20 . IVR 服務(wù)器 .......................................................................... 20 . FAX 服務(wù)器 ......................................................................... 20 . 數(shù)據(jù)庫服務(wù)器 ....................................................................... 21 . 應(yīng)用服務(wù)器 .......................................................................... 21 . 業(yè)務(wù)代表座席 ....................................................................... 21 . 班長席 ................................................................................. 22 . 后臺(tái)業(yè)務(wù)受理工作站 ............................................................ 22 . 質(zhì)檢席 ................................................................................. 22 . 呼叫中心管理工作站 ............................................................ 22 . 統(tǒng)計(jì)分析工作站 ................................................................... 22 . 系統(tǒng)管理維 護(hù)工作站 ............................................................ 23 . 網(wǎng)管工作站 .......................................................................... 23 . WEB 服務(wù)器 ........................................................................ 23 . 防火墻 ................................................................................. 23 . 郵政綜合網(wǎng)通信網(wǎng)關(guān) ............................................................ 23 . 全國特快跟蹤查詢系統(tǒng) ......................................................... 24 . 內(nèi)部營業(yè)系統(tǒng)網(wǎng)關(guān) ................................................................ 24 . 電話錄音留言系統(tǒng) ................................................................ 24 . 網(wǎng)絡(luò)系統(tǒng) .............................................................................. 24 . 系統(tǒng)平臺(tái)進(jìn)一步擴(kuò)展 ...................................................................... 25 郵政客戶服務(wù)中心建設(shè)方案 Cncall 174。 2 目 錄 一 . 概述 ....................................................................................... 1 . 項(xiàng)目背景 ............................................................................................ 1 . 總體目標(biāo) ............................................................................................ 2 . 建設(shè)原則 ............................................