呼叫中心系统技术方案建议书,技术方案建议书怎么写

('completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and呼叫中心系统技术方案建议书深圳市研科软件系统开发有限公司“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and第一章概述随着企业规模的不断扩大、行业竞争的不断加剧、销售成本也在不断攀升，商家对提高电话销售的成交率尤为关注。并且呼叫业务都集中在某一个时间段，大量的业务和信息来不及处理，仅靠现有的设备和人员使用400加普通电话的经营模式，已经不能满足企业单位日益壮大的需求。如何提升公司形象，提高工作效率，呼叫中心已经成为企业信息化建设的关键指标。一、叫中心需求概述呼叫中心的基本需求如下：\uf0d8提供功能强大的呼叫中心平台，能集成自动语音交互（IVR）、智能人工排队（ACD）、智能外拨（Dialer），满足多方位、多渠道的服务需要。\uf0d8集成语音、留言、短信等多种业务受理渠道，建立完善的业务处理体系。\uf0d8提供多种业务处理手段，如自助语音服务、电话排队受理、短信通知、电话调度、多方通话等等，最大限度提升服务响应速度，做到快速处理、实时记录、协同工作，提升工作效率，为企业带来更大的经济效益。\uf0d8通过一套完整的软件体系，提供了一个更加高效的服务环境，提升服务质量，并提高企业竞争力。\uf0d8将客户服务中心的综合咨询、查询、受理、投诉、销售等多种服务方式统一整合到一个平台上，系统共享接入资源，避免重复投资，节约成本。\uf0d8采用成熟的系统平台，能够在分阶段，并在尽量短的时间内实现从单一服务手段的客户服务中心到全方位服务的智能呼叫中心的转换，并能顺利运营。\uf0d8预留各种业务软件接口，能随时根据业务发展进行功能扩充；同时预留充足的中继资源和坐席资源，并能根据业务发展要求随时进行快速扩容。二、研科解决方案概述研科呼叫中心系统采用计算机电话集成技术（ComputerTelephoneIntegration，即CTI技术）的新一代客户服务系统，将计算机的信息处理功能、智能的电话接入和分配、自动语音处理技术、Internet技术、VoIP网络通信技术、多媒体技术与业务系统紧密结合在一起，将通信系统、计算机处理系统、人工业务代表、信息等资源整合成统一、高效的服务工作平台。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and研科智能呼叫中心系统将为客户提供的咨询、查询、业务办理、投诉申告、意见建议、电话营销、电话转接、专家服务、留言处理、短信通知、满意度调查、客户关系管理呼叫中心系统认真处理每次客户呼叫，并提供智能路由选择、坐席排队受理、软电话操作、屏幕弹出、语音调度、文字通信、短信调度、多方通话等多种业务处理手段，以及操作界面同步转移、同步录音及自动备份、因特网服务等先进功能，实现“客户——呼叫中心——责任部门——客户”的全面服务，做到受理及时方便；反应快速准确；处理到位全面，让客户感受到高质量的服务，使呼叫中心成为密切客户关系、提升企业形象的一项重要途径。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and第二章系统结构拓扑图研科智能呼叫中心平台支持构建集中式、分布式的呼叫中心系统，其网络拓扑结构图如下：第三章研科智能呼叫中心平台各组成部分：一、CTI（系统管理服务器）呼叫中心核心。具有灵活的话务分配功能，可实现多个特服业务的合群呼入、综合排队、分组处理功能。任一话路均可处理系统提供的任意业务。各业务之间可实现综合语音排队及管理，可动态调整各种特服业务的排队话路数目。不同业务可相互转移。实时显示各话路和坐席话机状态、接续业务类别。二、ACD–语音智能分配、排队实现人工系统的排队功能，可动态调整各种特服业务的呼入话路数目和呼入排队数目，充分并合理地利用系统资源。1、自动话务分配ACD，可以分为平均话务分配，最空闲话务员分配，坐席优先级，坐席请求时间策“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and略。默认空闲话务员分配。2、按客户输入选择不同的接线座席人员或技能组或进入其它语音引导流程3、来电过滤，黑名单设置。4、来电无人接听或遇忙时转移至下一个空闲坐席或转移至手机等外部号码，手机间通话录音。5、可根据客户所属业务员进行分配。三、智能语音交换系统提供中国七号信令、中国一号信令、ISDNPRI、模拟中继线路等信令方式的拨入、呼出功能，负责向用户播放服务用语、语音通知、呼叫引导用语、合成语音（TTS）等，并具有录音、监听、发送传真、接收传真、语音识别（ASR）等功能，处理话路与人工坐席的连接、来话转移、保留、坐席呼出等功能，用户与人工坐席的通话过程可实现全程录音。四、IVR/IFRServer1、个性化IVR交互式语音引导流程，树状逻辑、分层次、多分支、动态节点、自由跳转，用户可根据业务发展需要随时自行修改流程，无需厂家支持。2、具备电话交换机基本功能，可以代替作为集团电话交换机使用。3、可对不同的通道或者被叫号码设置不同的语音流程。五、多媒体网关支持如H.323、SIP协议等各类VoIP网络协议，通过VoIP媒体网关，支持语音的打包传输，用来连接Internet网上用户与呼叫中心坐席；同时也用于分布式呼叫中心各个处理中心之间的连接。3、可对不同的通道或者被叫号码设置不同的语音流程。第三章、ECCALL特点1、数据库结构合理、完善呼叫中心系统完成有线电话、移动手机主叫号码提取，地址、名称及资料显示，数字化录音等功能，系统建立了强大计算机网络数据库支持系统智能化决策，可对各种咨询、查询、受理等编写方案。2、多种信令方式共存ECCALL在与通信网配合使用时，可采用中国一号信令、中国七号信令、ISDNPRI、ISDNBRI等多种通讯“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and信令方式。3、多等级系统管理功能对系统管理、维护和操作人员分多个等级，如超级用户、系统管理员、普通话务员、班长和质检员等。话务员的所有操作功能均可通过权限设置进行管理。根据不同等级进行操作，达到对整个系统的有效控制和管理。4、完善的全中文多窗口界面界面按人机工程学设计，采用流行的Windows界面，提示丰富、明了，操作方便、快捷。坐席系统的所有功能，均可以使用系统设置的快捷键进行操作，方便用户使用。5、完整全面的统计、查询功能本系统能为热线中心提供各式各样统计报表（图文统计），为中心分析决策提供最直接最原始的一手资料。同时系统也支持对业务受理、费用管理、协助代理等等的查询要求。6、组网方式灵活采用TCP/IP协议进行业务管理，各业务模快可按负荷分别运行在不同主机，以增强相应处理能力。系统可从CompactPCI平滑过渡到小型机，达到组织结构的灵活性和系统平台的无关性。7、全新的设计思想采用C/S、B/S结构集成CTI业务平台,多种业务、多种通讯协议、多种信令构成CTI综合服务中心，一方面达到最大的经济性，同时多种业务支撑，共享各类资源，提高竞争力。8、可视化的业务生成系统用户可以根据系统提供的控件任意组合,方便、快捷地建立所需要的业务流程。对数据库信息的查询，通过系统提供的数据库控件可以方便地实现，查询到的结果可以通过合成音、传真、邮件、短信等方式灵活地向用户发布。不同业务流程之间可以相互转移。9、强大的话务统计功能“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and对系统生成的线路占用数据进行自动统计和分析，为系统管理进行数据设定提供依据，并使之配合各业务系统进行话务分配，不断优化系统整体性能。10、综合的业务排队与管理可实现多个业务的合群呼入、综合排队、分组处理功能。CTI资源共享，任一线路均可处理系统提供的任何业务。可动态调整业务处理数量，充分合理的利用系统资源。11、坐席软电话功能坐席系统提供普通坐席和班长坐席功能。普通坐席完成通常话务处理所需的所有功能；具备班长权限的话务员可进入班长坐席界面,除具有普通坐席的所有功能外，还具有监控和管理坐席系统的各种功能。通过接口控件与坐席处理系统相连接，使得系统增值开发商可以根据不同业务需求灵活进行二次开发，以满足不同行业，不同类型，不同层次呼叫中心的需要。12、完备的业务管理能力提供业务管理的统一接口。对各业务模快统一管理，综合排队并分类处理。平台可灵活拆卸，业务可动态增加。13、可靠、完备的安全措施各种特服业务采用合群呼入、分组处理，其中任意业务处理进程发生故障不致影响整个系统，保证整个系统最大限度的稳定和可靠。数据库服务器可选用高性能PC服务器或小型机，具备双工镜像硬盘、服务器热备份等容错手段，保证系统长期不间断运行时的数据安全。14、优质的语音服务系统IVR服务器可根据定制的业务流程，灵活进行语音服务。系统输出的语音可使用TTS（文语转换）设备实时发布。系统可集成ASR（自动语音识别）设备，实现完全交互式无人服务。语音采编系统提供强大的语音录制和编辑功能。15、先进、规范的软件设计软件采用当前最先进的面向对象的设计方法，遵循CCITT所建议的SDL语言进行状态迁移处理。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and操作系统采用Windows2008/2003/2000、WindowsVISTA/XP、Linux；软件工具选用VC++、PowerBuilder；数据库管理系统采用功能强大的具有客户/服务器体系结构的大型关系数据库Sybase、Oracle或MSSQLServer。16、热线电话接入快捷、迅速呼叫中心电话通过数字2M口拨入，可同时受理30路至数千路电话，自动提取主叫号码，系统可根据需要设定相应数量的坐席，同时配合自动语音服务，大大缩短了受理时间。17、数据库结构合理、完善呼叫中心系统完成有线电话、移动手机主叫号码提取，地址、名称及资料显示，数字化录音等功能，系统建立了强大计算机网络数据库支持系统智能化决策，可对各种咨询、查询、受理等编写方案。18、强大的组网功能系统采用的是先进的C/S、B/S的体系结构。这种体系结构将应用程序分成两部分，并在两部分内部达到最好的效果：各客户机提供高度交互、易用的操作界面；系统服务器提供数据管理、信息共享、高级管理，并具安全性。客户机采用Windows操作系统，是最终用户接口设备或应用程序，它从其他设备请求信息并将信息呈现给用户。客户机初始化它与服务器之间的通信，而将大多数的数据处理留给服务器解决。客户机通过从服务器上卸载数据进行分析和图像显示，减少了网络上的通信量并且使用户得到高级的信息流。服务器采用先进Windows2008/2003/2000Server网络操作系统、Oracle、MSSQLServer2005/2000、MySQL5.0/5.1/5.2大型关系数据库，为来自客户机的请求处理提供服务，这些服务包括数据提取、数据计算、数据处理等等。服务器的硬件具有强大的信息处理和计算能力，服务器系统的主要功能是建立处理和网络服务的地址、监听客户呼叫、读取客户请求、处理客户请求、将应答写给客户、取消客户的连接。19、数字化的录音录时系统不需要额外添置任何设备，即拥有全数字化自动录音系统，连续不间断录音时间长（根据计算机硬盘而定），容量大，同时系统既能根据管理员设定的参数进行录音自动备份，也可对重点录音文件手工备份；录音能在任意座席播放；同时系统也支持脱离系统环境，针对某个备份的录音文件介质随意进行查询和回放。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and第四章ECCALL呼叫中心系统平台功能一、自动语音应答（IVR）自动语音应答（IVR）实际上是一个自动的业务代理。通过IVR系统，客户拨一特定电话号码进入该系统后，会得到系统的各种语音提示，方便快捷你的帮助用户实现他的查询或电话订票等目的。本功能可以实现全天候自助式服务。通过CTI系统的电脑交互式应答服务，客户可以很容易地通过电话机键盘输入选择，从而得到24小时的服务。1、个性化IVR交互式语音引导流程，树状逻辑、分层次、多分支、动态节点、自由跳转，用户可根据业务发展需要随时自行修改流程，无需厂家支持。2、具备电话交换机基本功能，可以代替作为集团电话交换机使用。3、可对不同的通道或者被叫号码设置不同的语音流程。二、语音智能交换（ACD）自动呼叫分配系统（ACD）是客户服务中心有别于一般的热线电话系统的重要部分。在一个客户服务中心中，ACD成批处理来话呼叫，并将这些来话按指定的转接方式传送给具有相关职责或技能的各个业务代理。ACD提高了系统的效率，减少了客户服务中心的开销，并使企业能更好地利用其业务代理资源。1、自动话务分配ACD，可以分为平均话务分配，最空闲话务员分配，坐席优先级，坐席请求时间策略。默认空闲话务员分配。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and2、按客户输入选择不同的接线座席人员或技能组或进入其它语音引导流程3、来电过滤，黑名单设置。4、来电无人接听或遇忙时转移至下一个空闲坐席或转移至手机等外部号码，手机间通话录音。5、可根据客户所属业务员进行分配三、呼叫中心服务器（CTIserver）呼叫中心服务器是系统的核心部分，系统的IVR、ACD、FAX等功能都在这里实现。服务器程序很好的为客户提供了24小时的不间断服务。四、座席子系统根据客户的需要，将进行自动语音应答（IVR）的话路转接到人工座席上，客户将和座席员进行一对一的“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and交谈，座席员解答客户的咨询或输入客户的信息。系统将根据客户的来电号码自动从数据库中取出相关的客户资料并显示在界面上，此时，您可以对客户资料进行新增、修改、删除、保存操作。人工座席主界面如图4.1：座席登录由座席端输入帐号密码后，通过网络向排队机发出“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and该话务员的登录请求包，其中包括座席号、工号、类别（班长、技能1、技能2、…）。排队机对工号、座席号、类别等作范围检查后返回确认结果，如已有该工号登录则返回失败；4.2：座席注销座席端通过网络发出注销申请包，包括座席号，排队机返回确认结果，并从队列中注销该工号并对该座席挂机；4.3：语音接入排队机向排队后选出的座席振铃并通过网络发送用户信息，包括呼入主叫、业务类别。如果振铃座席在10秒钟内没有摘机应答，排队机将停止该座席的振铃，并转至另一空闲座席。座席端摘机时，通过网络向排队机发出摘机申请包，包括座席号，排队机处理申请，对该座席摘机，进入人工话务服务。当语音服务结束时，系统向排队机发挂机请求。4.4：业务查询在中继接入时可根据用户的主叫号码自动查询显示该用户的基本情况，也可根据话务员的选择进行查询，向数据处理机发出查询请求数据包，由数据处理机负责从后台数据库中查询有关诸如电费、用户基本情况的数据，并将查询结果发回给座席终端，从而完成查询工作。4.5：投诉处理记录投诉内容，并可对历史投诉内容进行检索。生成投诉单派发给相应单位也可对投诉单进行跟踪。4.6：人工话务人工话务中，话务员可以通过座席和中继呼入的客户直接对话。对话中还可以完成以下工作：4.7：播放语音由座席端通过网络向排队机发出放音请求包，包括座席号、语音字符串。排队机收到请求后发出确认，同时释放座席资源，然后对中继线重复播放该字符串语音两次，播放完毕，对中继挂机。4.8：接收传真（传真功能需要带传真底板）由座席端通过网络发送接收传真请求包，包括座席号、传真文件名。排队机查找有无空闲传真资“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and源，如有则发送确认包，同时释放座席资源，然后开始收传真，接收完毕后，对中继挂机。如无空闲传真资源，则通知座席申请失败。4.9：发送传真（传真功能需要带传真底板）由座席端通过网络发出传真发送请求包，包括座席号、传真文件名。排队机查找有无空闲传真资源，如有则发送确认包，同时释放座席资源，然后开始发送传真，发送完毕后，对中继挂机。如无空闲传真资源，则通知座席申请失败。4.10：内线转接保持由座席通过网络发出内线转接尝试请求包，包括座席号、目的座席号，排队机收到请求后判断目的座席号是否登录且空闲，如果是则发送确认包并使目的座席号振铃，目的座席号摘机后可以与原话务员通话，原话务员在收到转接尝试确认包后可选择转接或保持，如选择转接，则原话务员退出通话，立即释放资源，中继呼入用户与目的话务员直接建立连接；如选择保持，则原话务员和中继呼入用户继续通话，对目的话务员停止振铃或挂机。4.11：外线转接保持由座席通过网络发出外线转接尝试请求包，包括座席号、外线号码，排队机收到请求后查找是否有空闲外线资源，如有则发送确认包并使拨叫外线，外线接通后话务员可与外线先通话。话务员在收到转接尝试确认包后可选择转接或保持，如选择转接，则话务员退出通话，立即释放资源，中继呼入用户与外线直接建立连接；如选择保持，则话务员和中继呼入用户继续通话，释放外线资源。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and4.12：录音由座席通过网络发出录音请求包，包括座席号、录音文件名，排队机收到请求后发送确认包，并开始对该座席进行录音，通话结束时录音自动中止。如果发请求时座席未摘机或未与外线通话则返回失败。4.13：示忙/示闲示忙时由座席通过网络发出闭塞请求包，包括座席号，排队机收到请求后发送确认包并将该座席闭塞，不再将话务分配到该座席，如该座席不是处于挂机状态则返回失败。示闲时由座席通过网络发出示闲请求包，包括工号，排队机收到请求后发送确认包并将该座席置闲，该座席可以参与话务分配，如该座席不是处于挂机状态则返回失败。4.14：直接拨打外线由座席通过网络发出直接呼叫外线请求包，包括座席号、外线号码，排队机收到请求后查找是否有空闲外线资源，如有则发送确认包并拨打外线。4.15：三方通话如果一个座席人员回答不了客户的问题，这个座席可以请求另一个座席加入到该通话中，进行三方通话。4.16：呼入时间、时长、计费统计对客户呼入的时间，通话时长进行查询统计。4.17：监听班长座席通过网络发出监听请求包，包括座席号、目的座席号，排队机收到请求后判断目的座席号是否处于通话状态，如果是则发出确认包，并将目的座席号的语音传至班长座席，如果目的座席号不存在或不是处于通话状态，则返回失败。否则返回失败。4.18：监听录音班长座席通过网络发出监听请求包，包括座席号、目的座席号，录音文件名，排队机收到请求后判断“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and目的座席号是否处于通话状态，如果是则发出确认包，并对目的工号进行录音，如果目的座席号不存在或不是处于通话状态则返回失败。4.19：拦截班长座席通过网络发出拦截请求包，包括工号、目的座席号，排队机收到请求后判断目的座席号是否处于通话状态，如果是则发出确认包，并将原通话转至班长座席，目的座席号断开并释放资源。如果目的座席号不存在或不是处于通话状态，则返回失败。4.20：内部呼叫班长座席通过网络发出内部呼叫请求包，包括座席号、目的座席号，排队机收到请求后判断目的座席号是否处于等待呼入状态，如果是则发出确认包，并向目的座席号发出振铃包，目的座席号摘机后便与班长座席通话。4.21：强插通话班长座席通过网络发出强插请求包，包括座席号、目的座席号，排队机收到请求后判断目的座席号是否处于通话状态，如果是则发出确认包，并将班长座席加入通话。如果目的座席号不存在或不是处于通话状态，则返回失败。4.22：强制签出班长座席通过网络发出强制签出请求包，包括座席号、目的座席号，排队机收到请求后不论目的座席号是否处于通话状态都断开通话，注销目的座席号，并向班长座席返回确认包，并向目的座席号发出注销确认包。如果目的座席号不存在，则返回失败。4.23：强制示忙班长座席通过网络发出强制示忙请求包，包括座席“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and号、目的座席号，排队机收到请求后如果目的座席号处于空闲状态，置目的座席为闭塞状态，向目的座席号发出闭塞确认包，并向班长座席返回请求确认包。如果目的座席号不存在或状态不符，则返回失败。4.24：强制示闲班长座席通过网络发出强制示闲请求包，包括座席号、目的座席号，排队机收到请求后如果目的座席号处于闭塞状态，置目的座席为空闲状态，向目的座席号发出示闲确认包，并向班长座席返回请求确认包。如果目的座席号不存在或状态不符，则返回失败。4.25：语音留言信箱功能当系统中无话务员登录或等待超过20秒，则进入语音信箱服务。语音信箱在进入时提示用户：“系统正忙，请留下您的联系电话，复本机号请挂机，复其他号码请输入，按‘#’号键结束，或者在听到‘嘟’的一声之后留下你的留言”，当主叫号码位数不够7位时，提示：“系统正忙，请输入您的联系电话，按‘#’号键结束，或者在听到‘嘟’的一声之后留下你的留言”，系统将客户留下的电话号码记录到数据库中。将留言存放到一个指定目录中，用话务号作为语音文件名。4.26：主动呼出功能（回拨功能）借助于CTI服务器和软电话的功能，可以实现：预览功能：由一种由软件控制的自动拨号装置首先激活业务代表的话机，然后拨打电话号码，业务代表负责接听呼叫处理音并与被叫用户通话，若无人应答，业务代表就将呼叫转给计算机处理。预拨功能：由计算机自动完成被叫方选择、拨号以“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and及无效呼叫的处理工作，只有在呼叫被应答时，计算机才将呼叫转接给业务代表。业务代表也可代表IVR、FAX设备，实现主动语音通知、发送传真功能。4.27：来电号码显示话务员面对大量的客户，要迅速获悉来电客户的号码。通过DNIS（自动被叫号码证实业务）及ANIS（自动主叫号码证实业务），客户服务中心将在建立路由的同时检索与其相连的数据库，将客户来电号码同步地显示在业务员的计算机上。这便于业务员的输入及统计，提高了其工作效率和正确率。4.28：客户资料查询与录入人工座席可以询问客户问题，然后运行座席电脑上的专用查询软件，到数据库中查找相应数据。座席员可以参考找到的结果，与客户进行轻松交流;同时也可以将查到的数据转化成语音，让客户倾听所需资料。此部分同时提供数据采集功能，当座席人员和客户通话时或通话后，根据系统的提示，将必要的通话结果输入到数据库中，留作将来的数据挖掘之用。4.29：查询统计企业需要有效地测定自己客户服务中心的数据，因此，客户服务中心需要能够对呼叫及响应的时间进行实时存储、统计、输出，并且具备生成各种报表的功能。强大的统计分析功能包括对各时期（实时、天、月、年）的呼入话务的计费统计，在设定的时间内可自动生成各种计费报表，以便与电信局核对该系统整个时间段内所有呼入的声讯费用；同时，还可以对各时期、各专项业务特征进行统计，对各业务代理的工作特征进行实时或历史的统计，“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and对统计数据进行分析。系统可以根据客户自动查询时所查询的内容、查询的时间生成节点查询数据表，积累客户喜好数据;同时可以统计每个座席员的话务量、通话时长等，以此分析座席员的服务质量。五、相关界面5.1系统管理及参数配置5.2录音查询界面“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and5.3：统计报表“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and六、呼叫中心功能列表l呼叫中心系统主要功能列表序号功能模块模块功能描述一、通讯服务器平台系统1.1自定义呼叫接入流程可根据业务发展需要随时自行定制修改呼叫流程；1.2自定义接出流程可根据业务发展需要改变呼出的方式、坐席界面、用户分配等“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and1.3自动语音功能IVR播放欢迎词及服务引导语音；交互式自动语音听取；来电根据语音引导通过电话机按键，选择事先准备好的语音信息自动收听，来电可重听或选择返回键，收听其他语音信息；多语种及作息时间管理，在工作时间、休息时间分别播放不同的语音及启用不同流程。1.4自动传真功能客户自动传真索取；来电通过语音引导的电话按键，选择事先准备好的传真文件自动接收到客户传真机上，无需人工干预。客户也可以自动发送传真到系统电脑存储。客户传真自动接收到电脑进行浏览、分发、转发、签字、盖章、打印等管理。1.5通话录音及留言功能通话录音及查询管理；留言信箱及查询管理；人工通话自动全程录音，可按日期、时间、电话号码、座席等条件快速查询回放录音或留言。1.6智能接入及话务分配功能由客户呼叫不同的业务号码可启用不同服务流程；来电可自动转拨外部电话或手机。座席通话后也可转移到任意外线或手机号码；可将不同的客户接入不同话务员/组，并可灵活配置遇忙、无应答等的处理策略；如：自动转移、继续等候、返回、挂机、留言等；最优来电等候转接策略：如，等待时间最长、长途来电优先、重要客户优先等；通讯控制以及会议：如，通话转移、多方通话/会议、人工和自动互转；监听、拦截、强拆、强插、代接，以及强制示忙/闲等。1.7白名单、黑名单及来电分类管理功能可根据来电号码自动在数据库检索，对已存在的客户电话可以采取相应的语音服务和人工服务；也可对来电进行分类，或根据客户输入的用户号对客户进行验证和分类；为不同类别的客户启用不同的流程，对重要客户或付费客户提供优先服务，对黑名单来电可以播放语音警告或拒绝服务等。1.8自动来电弹座席振铃或接听来话时,统自动将来电号码或会员号码弹出到座席端，通话转移时相关信息协同转移。并且现实该电话所在的地区。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and出、信息协同转移1.9服务满意度评价及调查回访系统支持自动拨号呼出或来电与客户代表通话后系统自动提示用户通过按键选择对该服务质量给出评价,如：满意请按1，不满意情按2等等；评价结果记录入数据库，可以进行服务质量考核、统计分析等管理。2.0问卷调查及调研坐席页面可以自定义脚本，坐席代表根据脚本进行呼出，并且根据脚本点击，生成个案，统一到数据库中2.1知识库、资料库功能座席可以在知识库和资料库中查询自己不知道的知识，查到后也可以让电脑自动播放给客户听。2.2报表功能管理人员可以每日从系统中导出报表，报表内容如：每日通话量、平均通话时间、接触成功率、访问成功率、接触成功访问不成功等信息内容2.3查询功能无论是坐席或是管理席，最短的时间内能在知识库或是各字段表中查询到需要的信息2.4自动拨号根据设置自动拨出单个号码或者批量拨号二、坐席功能2.1登录/注销坐席分配唯一的工号后，座席在上班时的话务登录、下班时的注销。2.2暂停/继续临时离开座位或休息可以暂停服务，暂停服务则对系统示忙，座席将不再接听来电，继续服务将继续接听来电。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and服务2.3保持通话座席可以使用“保持”功能对来电进行放音乐等待，这时来电者听不到座席的声音。2.4恢复通话与被保持等待的来电继续进行通话。2.5转接来电来电可以转接到其他座席、内部分机、外线，也可以转移到个人手机。2.6多方通话/会议多个人员进行通话。2.7代接来电可以在本座席代接其它位置正在振铃的电话。2.8转自动将来电转接到呼叫中心自动服务流程中去。2.9传真收发通话时在线接收或发送传真;支持自动传真接收及群发。2.10设置代理话务员可随时设置或取消将来电进行自动转接，由设置的某个代理话务员进行接听。2.11查看来电队列可实时察看正在等待人工接听的来电信息，包括：等待数量、来电号码、来电时间、被接入话务员等信息。三、班长坐席功能3.1监听实时监听任意座席的通话内容。3.2拦截将正在通话的座席挂线，由拦截者和客户直接通话。3.3强插插入正在通话的座席进行三方通话。3.4强拆将目标座席与客户的通话强行挂线，结束通话。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and3.5紧急呼叫班长紧急呼叫目标座席，不论目标座席是否空闲，立即和班长进行通话，如果目标座席当时正在与外线通话，则外线自动放音乐等待，通话结束再恢复与外线通话。3.6强制注销将目标座席强制注销从系统登出。3.7强制示忙强制目标座席暂停服务，停止接听来电。3.8强制示闲强制暂停服务座席继续接听来电。3.9座席监控台管理人员可以实时查看座席人员的工作状态，包括：座席的登录状态、在线工作状态、呼叫队列状态等；3．10手机短信收发提供手机短信接及群收发功能，发送自动与客户资料绑定;支持多路GSMModem或第三方短信平台收发。四、支持和管理工具4.1传真信息制作管理制作编辑传真信息供客户自动索取，可将Word、Excel、Bmp、TiF等文档直接转换成传真信息文件。4.2座席资料设置管理详细的操作授权和角色分配管理，可以对不同的使用人员分配不同的角色，并且对不同的话务员或话务组配置相应的接入、话务分配；可配置各话务员/组的振铃时长、遇忙/无应答转移策略等；可对每个话务员分配各自可用的呼出线路资源，设置呼出级别和权限。4.3客户资料设置管理提供通用的CRM管理系统，客户资料录入、编辑、维护、黑名单、VIP等管理，来电直接弹出客户信息。4.4呼叫流程编辑管理任意制定、编辑呼叫流程，满足企业服务需要。“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and4.5话务统计分析管理生成各类话务统计图表，并可以导出Excel报表。4.6自动任务管理工具提交群呼任务，并且与流程结合完整诸如自动市场调研、催缴费、预拨号转接话务员等功能。五、业务系统整合及二次开发5.1二次开发集成接口系统后续需要快速实现后台业务以及前台业务的系统整合及业务需要二次开发和升级。并且配合我司业务发展需要扩融坐席数及拓展其他市场。5.2呼叫中心数据库对接呼叫中心系统可以和目前任何主流数据库可以实现无缝对接，如：MSSQLSERVER、Sybase、Orcle、DB2、MYSQL、Access、ODBC等第五章：硬件介绍1.1：呼叫中心服务器（CTIServer）1.1.1:工控机（建议）与商用机相比，以工业标准设计、生产的工业控制机具有高可靠性、高稳定性。其平均无故障时间远远大于商用机，与其他硬件产品的兼容性好；安装、“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and调试简便。以工业控制机为服务中心服务器,可确保系统的高可靠性、高稳定性。1.1.2:语音卡所选择的语音卡PCI模拟语音卡，模拟语音卡具有外线、内线、监控、传真、语音压缩等功能。PCI语音卡采用高效的DSP算法，极大地提高了CPU的利用率，可扩展性好，使系统增加容量将变得易如反掌。1.2：数据库服务器及座席电脑1.2.1:数据库服务器数据库服务器的主要功能是存储客户信息，同时也存储大量有关企业政策、产品等信息，以供客户查询。建议数据库服务器采用高性能的专用服务器。1.2.2:座席电脑座席电脑可采用PC机，最低配置为：PentiumIII700处理器，128MB内存，30GB硬盘，安装本公司开发的人工座席软件。第六章：呼叫中心系统性能1：可靠性系统采取以下措施提高系统可靠性：●客户服务中心的服务器采用高可靠性方案●系统有完善的用户组管理，控制不同用户的权限●系统提供详细的记录日志2：性能指标2.1：响应时间●从用户呼叫进入系统到系统语音响应，时间不超“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and过6秒●从用户呼叫ACD队列到话务员提供服务，时间不超过20秒的概率＞95％2.2平均无故障时间平均无故障时间MTBF＞3年2.3呼损指标呼损≤0.0052.4呼叫处理性能●系统收到有效号码后选择差错概率为：P≤0.00002●系统在任一分钟间隔中，由于故障造成已经建立的连接提前释放的概率为：P≤0.00002●系统由于故障造成应释放的连接不能释放的概率为：P≤0.00002●系统由于故障误送提示音差错的概率为：P≤0.00005●其它故障概率为：P≤0.3、扩展能力系统具有充足的扩容能力，能支持扩容至120条中继端口和120个座席4、安全性系统采取以下措施提高安全性：系统采用的数据库和操作系统具有C2级以上安全控制机制系统对用户的业务密码加密存储第七章多媒体呼叫中心系统运行环境“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。completetemporarytasksassignedbytheManager.Second,characteristicfunctions1,accordingtothecompany,"aresponsibilityofthree","sixsystems"requirementsofthemanagementsystem,responsiblefor"aresponsibilityofthree"systemandtheformulationofmajorrulesandregulations,andisresponsiblefortraining,implementation,inspectionandguideitsoperation;2,thecompanyresponsiblefortheDepartment(workshop)annualandmonthlyeconomicresponsibilityeconomicresponsibilitysystemandvariousspecialformulation,revision,inspection,evaluation,internalevaluation,summary,approvedandcommunicated,audits,surveys,feedbackfromseniorDepartmentassessment;3,responsibleforthecompany\'slong-termplan,annualplanofwork;4,isresponsibleforthecompany\'smonthlyoperatingconditionsanalysisandmonthlyfocusassessmentfocus;5rulesandregulations,thecompanyresponsibleforthedevelopment,examination,inspectionandtraining,DiscoveryManager.10qualityaccidentsofwork,thecompanyresponsiblefortheDepartmentofinvestigation,judge,processing,analysis,summaryandreporting;11,andisresponsibleforimplementimplementationimplementationnationaloffinancialsystem,andfinancialdiscipline,accordingtocompany"aaccountabilitythreeof"systemrequirements,developedcompanyfinancialmanagementandfinancialsupervisionsystem(includingfundscostsapprovalsystem,andborrowingapprovalsystem,andsettlementsystemcashmanagementsystem,),byManagerapprovedHouseriouslyorganizationimplementation,andimplementation,and7.1操作系统WINDOWSNT/WINDOWS2000/WINDOWSXP7.2开发工具VISUALC++&Delphi7.07.3数据库SQLSERVER2000第八章服务的服务宗旨是：“一切以客户为中心，为客户提供最好的服务”。提供了售后服务热线，一般技术咨询在1小时内得到响应并予以解决，在特殊情况下须到现场进行处理的，公司在8小时之内将派技术人员到现场进行处理。所有由公司提供的硬件设备，免费保修一年，终生维修；软件一年之内免费维护，终生维护。400-666-1560，网址：www.ecaim.com梁小姐“”“”党的十九大上，不忘初心，牢记使命上升为大会的主题，而习近平总书记不忘初心，继续前进的伟大号召同样深刻透彻、醍醐灌顶，为每一位共产党员在未来发展的过程中应当秉持的态度指明了方向。',)