客户服务中心系统方案建议书目录第一章概述........................................................................................................1第二章系统总体结构................................................................................................3一、系统硬件结构...............................................................................................3二、系统软件结构...............................................................................................5三、UTStarcom解决方案的特点.......................................................................5第三章方案说明........................................................................................................8一、前置交换机/排队机......................................................................................81.排队机.................................................................................................................92.CTI链接..............................................................................................................93.呼叫引导...........................................................................................................104.先行业务代表调度...........................................................................................105.专家座席选择...................................................................................................106.移动座席...........................................................................................................10二、交互式语音应答系统.................................................................................11三、CTI服务器....................................................................................................131．CallPath的功能..............................................................................................132．CallPath的技术说明......................................................................................203．应用程序接口(API)........................................................................................204．CallPath服务器子系统_(Subsystem)........................................................215．CallPath服务器及操作环境.........................................................................22四、坐席台.........................................................................................................23五、客户中心管理系统.....................................................................................241.平台管理系统...................................................................................................242.应用管理系统...................................................................................................263.壁挂式显示板...................................................................................................27六、前置机服务器...............................................................................................27七、数据库服务器...............................................................................................28八、录音模块.....................................................................................................28第四章系统软件组成及功能结构..........................................................................29一、软件设计思想........................................
