多媒体电话中心电话银行服务系统投标书广州市建行多媒体电话中心电话银行服务系投标书目录第一章概述.............................................................................................1第二章系统总体结构......................................................................................4一、系统硬件结构..................................................................................................................................4二、系统软件结构..................................................................................................................................6三、UTStarcom解决方案的特点.........................................................................................................6第三章方案说明.............................................................................................9一、前置交换机/排队机........................................................................................................................91.排队机.............................................................................................................................................102.CTI链接..........................................................................................................................................103.呼叫引导.........................................................................................................................................104.先行业务代表调度.........................................................................................................................115.专家座席选择.................................................................................................................................116.移动座席.........................................................................................................................................11二、交互式语音应答系统....................................................................................................................11三、CTI服务器......................................................................................................................................131．CallPath的功能.............................................................................................................................142．CallPath的技术说明.....................................................................................................................193．应用程序接口(API)......................................................................................................................204．CallPath服务器子系统_(Subsystem).......................................................................................205．CallPath服务器及操作环境........................................................................................................21四、坐席台............................................................................................................................................22五、客户中心管理系统........................................................................................................................231.平台管理系统.................................................................................................................................232.应用管理系统........................................................
