中国移动通信有限公司客户服务系统功能需求规范（1.0版）中国移动通信有限公司二OO五年一月目录第一部分.综述..................................................................................................................................1第1章.总则.............................................................................................................................................21.1.前言...........................................................................................................................................21.2.原则和目标...............................................................................................................................31.3.适用范围...................................................................................................................................31.4.编制单位...................................................................................................................................31.5.解释权.......................................................................................................................................3第2章.总体架构和功能描述.................................................................................................................42.1.功能框架图...............................................................................................................................42.2.功能框架描述...........................................................................................................................52.2.1.生产运作系统...............................................................................................................52.2.2.管理支撑系统...............................................................................................................52.2.3.系统支撑.......................................................................................................................6第二部分.生产运作系统.........................................................................................................................7第1章.电话呼叫中心.............................................................................................................................81.1.概述...........................................................................................................................................81.2.系统功能...................................................................................................................................81.2.1.系统功能框架...............................................................................................................81.2.2.自动语音应答系统功能...............................................................................................91.2.3.座席接续功能.............................................................................................................101.2.4.接续管理.....................................................................................................................181.2.5.客户信息管理.............................................................................................................211.2.6.座席辅助功能.............................................................................................................231.2.7.增强功能.............................................
