中国电信客户服务热线业务技术规范（征求意见稿）中国邮电电信总局目录第一章总则...........................................................................................................................................31.1编制本业务规范的目的.................................................................................................................31.2电信热线的定义.............................................................................................................................31.3电信热线的建设原则.....................................................................................................................3第二章电信热线业务架构...................................................................................................................42.1电信热线的业务定位.....................................................................................................................42.2电信热线业务范围.........................................................................................................................42.3电信热线服务台.............................................................................................................................52.4电信热线与专业特服的业务关系.................................................................................................52.5电信热线与其他系统的关系.........................................................................................................7第三章电信热线业务的功能要求.......................................................................................................83.1业务功能模型.................................................................................................................................83.2接入功能.........................................................................................................................................93.3导航功能.........................................................................................................................................93.4服务功能.......................................................................................................................................103.5呼叫处理功能...............................................................................................................................133.6管理功能.......................................................................................................................................13第四章电信热线业务处理流程...........................................................................................................164.1电信热线业务处理形式和处理操作分类...................................................................................164.2电信热线业务处理总流程...........................................................................................................174.4电信热线分类业务处理流程.......................................................................................................20第五章管理规则...............................................................................................................................355.1业务管理规则...............................................................................................................................355.2业务处理规则...................................
