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湘诚置业担保客户服务中心项目技术方案Version 1.02009. 9. 22 Written By JZ湖南兴鸿达信息系统集成All Rights Reserved目 录1.技术方案设计概要41.1.方案特点41.2.项目目标及内容41.2.1.项目目标41.2.2.项目内容41.3.系统建设和设计原则52.呼叫中心系统平台设计方案52.1.呼叫中心系统概述及组网52.2.呼叫中心系统平台主要功能列表92.3.IVR电话服务流程与话务分配策略142.3.1.交互式语音应答与流程定制142.3.2.QuickIVR流程编辑器142.3.3.流程插件152.3.4.QuickIVR支持工具152.3.5.呼叫流程描述152.4.运维监控172.5.坐席属性管理182.5.1.话务员通讯控制管理182.5.2.话务员角色分配与授权192.5.3.坐席角色管理202.5.4.业务/部门组属性设置202.6.ACD策略管理212.6.1.ACD的目标212.6.2.jzcall ACD策略管理222.7.坐席系统222.7.1.座席操作台与一般通讯操作232.7.2.坐席监控台与通讯控制操作242.7.3.来电弹出252.7.4.纯电话坐席252.7.5.话务记录与统计分析252.7.6.录音监控及留言功能282.7.7.支持工具-提示音录制管理282.8.TTS系统293.呼叫中心系统业务系统设计方案303.1.系统整体性能303.2.业务系统功能313.2.1.