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..................................................................................
