中国移动集客业务IT支撑手段需求规范——功能需求总册（2017版）中国移动通信有限公司网络部2017年6月目录前言......................................................................................................................31．综述.........................................................................................................................32．整体规划.................................................................................................................32.1总体目标................................................................................................................42.2建设思路................................................................................................................43.资源数据相关功能需求...........................................................................................53.1预覆盖信息管理功能............................................................................................53.2业务及客户信息管理功能....................................................................................64.售前支撑相关功能需求...........................................................................................74.1资源查询管理功能................................................................................................74.2需求勘察管理功能................................................................................................74.3售前方案生成功能................................................................................................75.售中开通相关功能需求...........................................................................................75.1项目总览功能........................................................................................................85.2进度管控功能........................................................................................................85.3业务开通、变更（调整）、停复机、拆机功能................................................85.4资源、业务数据自动分配和激活........................................................................95.5告警验证及交维验收管理....................................................................................96.售后保障相关功能需求...........................................................................................96.1告警监控功能......................................................................................................106.2投诉处理功能......................................................................................................106.3割接管理功能......................................................................................................116.4重点保障功能......................................................................................................117质量管理相关功能需求..........................................................................................117.1集客业务性能监控功能......................................................................................127.2集客业务质量拨测功能......................................................................................127.3业务质量统计和呈现..........................................................................................138.综合呈现相关功能需求.........................................................................................
