______________________________________________________________________________________ 第 i 页 电 视 购 物 呼 叫 中心系统 建设方案 ______________________________________________________________________________________ 第 ii 页 目 录 1. 概述 ................................................................................................................. 4 2. 需求分析 ......................................................................................................... 4 3. 呼叫中心系统方案 ......................................................................................... 6 3 .1 概述 ...................................................................................................................................................... 6 3 .2 拓扑结构 .............................................................................................................................................. 6 3.2.1 概述 .............................................................................................................................................. 6 3.2.2 网络拓扑结构图 ........................................................................................................................... 6 3.2.3 硬件设备描述............................................................................................................................... 8 3.3 平台体系结构 .................................................................................................................................... 1 0 3 .4 平台功能描述 .................................................................................................................................... 1 2 3.4.1 语音接入 .................................................................................................................................... 12 3.4.2 交互式语音 .............................................................................................
