AltiGenXX电子商务公司呼叫中心系统方案奥迪坚通讯系统（上海）有限公司2007-6本文系奥迪坚通讯系统公司专有客户解决之方案，任何个人或单位未经奥迪坚公司书面许可不得进行抄袭、复制或其他非法剽窃行为，奥迪坚公司保留为此诉诸法律的权利。目录1.项目概况.......................................................31.1项目背景...................................................31.2总体目标...................................................41.3设计思路...................................................42.呼叫中心平台介绍...............................................52.1平台概述...................................................52.2系统结构...................................................62.2.1集中接入，坐席分布............................................................................72.2.2接入分布，坐席集中............................................................................72.2.3接入分布，坐席分布............................................................................82.3应用功能描述...............................................82.3.1PBX功能...............................................................................................82.3.2ACD功能...............................................................................................92.3.3呼叫路由功能........................................................................................92.3.4IVR功能................................................................................................92.3.5CTI功能...............................................................................................112.3.6自动报工号功能..................................................................................122.3.7语音留言功能......................................................................................122.3.8移动分机功能（专家坐席）..............................................................122.3.9CDR通话统计.....................................................................................122.3.10录音功能..............................................................................................122.3.11传真管理功能......................................................................................132.3.12TTS功能..............................................................................................132.3.13远程IP坐席.........................................................................................132.3.14Web呼叫功能......................................................................................132.3.15电话会议..............................................................................................132.3.16Exchange集成功能.............................................................................132.3.17外拨实现..............................................................................................132.3.18开发工具包..........................................................................................142.4系统管理..................................................142.4.1系统综合管理......................................................................................142.4.2坐席管理..............................................................................................152.4.3队列管理..............................................................................................
