电信客户服务中心系统方案上海罗盘信息科技有限公司2007-8-16目录一.概述...................................................................................11.1.项目背景............................................................................................11.2.总体目标............................................................................................21.3.建设原则............................................................................................3二.业务关系和业务功能模型...............................................52.1.业务关系............................................................................................52.2.业务功能模型....................................................................................6三.系统硬件平台结构...........................................................93.1.数字程控交换机（ACD）...............................................................93.2.CTI服务器.......................................................................................103.3.IVR服务器.......................................................................................113.4.FAX服务器......................................................................................113.5.数据库服务器..................................................................................113.6.应用服务器......................................................................................123.7.业务代表座席..................................................................................123.8.班长席..............................................................................................123.9.操作员席..........................................................................................123.10.质检席..............................................................................................133.11.呼叫中心管理工作站......................................................................133.12.统计分析工作站..............................................................................133.13.系统管理维护工作站......................................................................133.14.网管工作站......................................................................................143.15.WEB服务器.....................................................................................143.16.防火墙..............................................................................................143.17.网关..................................................................................................143.18.电话录音留言系统..........................................................................143.19.网络系统..........................................................................................14四.子系统功能设计.............................................................164.1.交换接入子系统..............................................................................164.2.自动语音/传真子系统....................................................................184.3.CTI服务器.......................................................................................194.4.座席子系统......................................................................................204.5.业务处理子系统..............................................................................214.6.监控...
