深圳农联社综合客户服务系统系统功能建议方案书深圳市奥尊电脑有限公司2001年04月目录1系统结构及支撑功能构件...............................................................................................................11.1设计思想-业务与交换分离.........................................................................................................11.2客户服务平台基本结构..............................................................................................................21.3交换接入层..................................................................................................................................41.3.1技术特点..............................................................41.3.2人工台的组织与管理....................................................71.3.3远端模块支持.........................................................71.3.4ACD集中网络管理及维护（OMC）........................................101.4业务支撑层................................................................................................................................101.4.1CCS（核心支撑部件）.................................................111.4.2IVR(交互式语音应答).................................................141.4.3APPServer（应用服务器）.............................................151.4.4话务员座席...........................................................171.4.5数据库系统...........................................................181.4.6Web交互服务器.......................................................181.4.7电子工作流..........................................................181.4.8业务生成环境SCE.....................................................251.4.9其它部分支撑部件.....................................................261.5业务实现层................................................................................................................................271.6基本支撑功能............................................................................................................................281.6.1统一号码接入（一号通）...............................................281.6.2多技能队列...........................................................281.6.3多技能话务员（一台清）...............................................291.6.4等待时长提示.........................................................291.6.5特殊用户优先排队.....................................................301.6.6话务员原声录音.......................................................301.6.7座席话务功能.........................................................301.6.8用户信息与呼叫同步转移（ScreenPop）.................................311.6.9路由处理.............................................................311.6.10动态界面和数据字典..................................................321.6.11知识树(HelpDesk)....................................................321.6.12人工/自动互转.......................................................321.6.13多语种流程和新旧流程同时运行........................................341.6.14两对一服务..........................................................341.6.15呼叫代答............................................................341.6.16辅助回叫............................................................341.6.17大休/小休...........................................................341.6.18...
