Preface
"Four in One" customer service system is currently more advanced and comprehensive set of corporate banking services system, which produced in July 1996, by China Everbright Computer Development Co., Ltd. and China Construction Bank Beijing Branch of the joint development and constructionBeijing branch first use, after a year of trial operation, the system formally in the banking sector promotion.At present, Dalian Industrial and Commercial Bank, Shaanxi, ICBC, CCB, Changsha, Jilin, China Construction Bank, Minsheng head office, China head office, head office, including more than 90 China Everbright Bank launched the customer service system.
"Four in One" customer service system is a "phone bank" of the development and extension, which combines voice, fax, fax phone, PC terminals and other service means.It is imported from China 92 years the first "phone bank" of the new generation product, is built on the basis of the public or savings networking large-scale comprehensive customer service system.
"Four in One" customer service system has two meanings, one refers to the user either by voice, fax, fax phone or a PC terminal, can be credited to bank with a telephone number specified by the Bank a front-endautomatically distinguish between voice, fax and MODEM signals, the query results for different treatment to voice, fax and display of papers passed to the user.Second is the front-end host can be connected with the business, while providing for the public, savings, credit card information.This system not only meets the bank for the different levels of customer service needs, but also to meet the same customer in different places, occasions, using different equipment, the demand for dial-banking service system, the system's open, easy expandability, but also comprehensivenew telephone banking for the future introduction of foundation equipment.
"Four" have just one customer service system, he incurs a number of banks used.Currently, thousands of customers every day to enjoy the automatic, convenient and timely services, greatly enhancing the bank's service quality, optimize the bank's public image.With dozens of financial institutions nationwide application of this system, I believe that the system as a next-generation customer service systems will be favored by more and more banks.
System Overview
Industrial and Commercial Bank of China Shanghai Branch, as the leading big firms, has been in the financial electronic walking in front of the line, 1997 12 Computing Center anus Bank Shanghai Branch, China Everbright Computer Development Co., Ltd. selected as a corporate banking customer service systempartners, launched the joint out of voice, fax, fax phone, PC terminal as one of "Four in One" customer service system.The system not only for voice, fax, fax telephone audit function, but also to achieve the transfer function of the computer, and create a domestic banking system, enterprise applications, large-scale remote terminal paperless transfer of precedent.
The system provides the R63 and R44 IBM mainframe as the center, a communications front-end Unix and mainframe through CGS15 communication card is connected.The front-end with another front-end connected into the LAN, to provide 74 lines of external voice, fax and MODEM services.In the future as your business grows, you can increase the communication front-end way to increase foreign service lines, so that the system has good openness and scalability.
The system has the following characteristics:
Is an open platform based on UNIX systems, front-end management of each line the number of foreign can provide a unified voice, fax, fax phone and PC terminal services.
The system can be combined with any SNA and TCP / IP connection to the host is connected, such as the ES9000, AS400, RS6000, HP9000, UNSYS A series, U6000 and so on.
The system is more than 80% completed by the automatic generator.Bank staff can be the second independent system development, and constantly improve the system functionality.
PC end-users, the use of remote terminal inquiry system software based on Windows platform, using MDI (Multiple Document Interface) style can be, and other Microsoft office software, Windows environment with the use of financial software, and the query results and corporate financial databaseconnected.
Network structure
Host: IBM R63, R44
Front-end shgh0: Built LINKON multifunctional communication card, a dawn CGS15 communication card
Way connected with the host by SNA to TCP / IP way connected with the other front-end
Front-end shgh2: Built LINKON multifunctional communication card, an A960E Multi-user card, external MODEM PULL
To TCP / IP way with another front-end connected and share trading interface with the host
System function
Query function
Balance inquiry amount of detail query occurs
Less than full page details page details inquiry inquiry
Query query customer information in foreign exchange rates
Transfer Save the query, display, print text
Transfer Function
Accounting changes
Reversed accounting review
Review re-issued reversed
Print water
System services
System Settings customers, billing, review log
Customer account password change, password change review
Key Technologies
And other "Four in One" customer service systems, the key technology of integrated services is to distinguish between the remote client device type.For the use of voice calls and faxes to customers, the system will use voice response, voice prompts to guide customers with the interaction.Phone and PC for graphic terminal using larger customers, front-end response must be sent Modem handshake with the customer's phone or PC graphics terminal Modem handshake connection and data communication in accordance with the agreed protocol for communication,a customer's operating instructions issued to front-end, not as voice calls that prompted the gradual phase-input, so the operation quickly, large amount of information, can achieve much more complex than voice telephone business.
Distinguish between the remote user equipment to provide a different response is to use high-performance integration of voice, fax and Modem communications multi-line multi-functional communication cards, such as the U.S. LINKON's FC-4000 card.The card integrates the eight lines of voice, fax and Modem communications functions of three, each with a separate CPU management, intelligent high performance.The cards can be interchangeable between the three functions.The specific communication process is that, in the bank back into the waiting area after initialization call status, if you receive RING ring signal, whether the caller is a voice, or Modem, were involved in the voice response program, play greeted language.In calling the customer, if the caller is a voice call, voice prompts to send DTMF signals according to interoperate; Modem if the caller is automatically dial the phone or PC graphics terminal, the called by the Modemissued after the parties pick a specific line identification signal, the background voice communication program greeted language in play and if the signal is detected, then immediately go to Modem communications, issued a response handshake Modem, Modem handshake with the caller, and then the two sides intodata communication protocol agreed to complete the interaction.