System Overview
Through the telephone network to provide users with information services has become a major telecommunications value-added features, especially in recent years, the international Internet networks and multimedia networks, the rapid development of network users and service providers increase the number of lines, how the information from the voluminousNetwork access to information has become a hot spot of concern to people and focus.
At present, China's information services business mainly 168/160 (auto / manual) voice services, in a short period of time has been all over the country, some places have been there more than competition, resulting in considerable economic benefit and goodsocial benefits.However, with the information in their daily lives more and more important, people voice services are increasingly high requirements.Voice Response System, the services provided is limited to voice, but also less information, inconvenience networking, largely unable to satisfy the needs of a variety of forms of information, these problems have limited the volume of business information platform and business income.In particular, a single information service that has become a widespread demand for information people barriers.Visible, present and future require that a set can use a variety of ways and means, the information capacity of large and comprehensive, easy to operate multimedia voice system to satisfy the needs of a wide range of information form.
Accelerate the pace of work for people to communicate and exchange is becoming increasingly important.Busy working, commuting between the two line to run around, making it smaller and smaller areas of daily life dating.As a result, people began to need to expand the way friends, increase communication and exchange opportunities.At one time, online chat as to meet the needs of people in these two areas, which are beloved by users.However, the network cable connection requires a great chat with people anytime, anywhere limit friends, and facilitate communication.And, most of the online chat is the form of a text chat, and then warm through the cold words of the screen, will change cold.
Telephone, in modern life has long been accompanied by the tools with people day and night.Use of telephone chat, you can communicate anytime, anywhere and communicate, it is not limited network connection; use of telephone chat can also listen to other voices.At the same time, this way of talking by phone users will be more meet the needs of different ways to chat, in particular, will attract those who are not satisfied with the vast number of young users chat.
Phone chat rooms is another new voice-based value-added services.It takes advantage of the universality of the telephone, to provide an anytime, anywhere to make friends, exchange of space.In addition to chat it's advantages but also has a chat with the advantages that could not - anytime, anywhere login chat room.Phone QQ as a new business, currently in the country is in its infancy, and their causes from the company in Shenzhen Tencent OICQ, QQ to use their voice telephone and direct communication with the most extensive media - phone to do the terminal, carrying outa direct voice on the voice communication.Voice shrinking in the current market situation, phone QQ as a new business, on the voice market is undoubtedly a shot in the arm, on the lead voice and the City would have a role in income.
As for the development of mobile communication technology, and now mobile (phone) voice service is becoming a new fashion.As market competition intensifies, how to attract customers, increase profits, become the voice of many service providers are most concerned about the problem.More than the traditional voice platform for the ACD plug-in PC server to complete a variety of functions, not easy to add, modify business functions.
Voice service is a typical value-added services, its core technology is the computer telecommunications integration (CTI) technology as the core customer service center or as call center (CALL CENTER).CTI solutions based on technology has many advantages: low-cost programs; rapid deployment program; high-expansion program; distributed programs; step by step deployment plan.These advantages not only for the most dynamic, most creative, most mass-based SMEs into value-added services, but also for large-scale network to provide a good solution.
Call Center involves switching technology, computer technology, computer telecommunications integration (CTI) technology, voice technology, data warehouse technology and management science.Computer-based telecommunications integration (Computer Telecommunication Integration, CTI) technology, customer service center, often referred to as call centers, customer relationship management center, or CALL CENTER, came into being, bringing a new service ideas, new conceptsthe new method.It has changed to some extent people's life, reducing the many needs through "face to face" approach to complete the service.Customer Service Centre to become more and more real contact between businesses and customers, each other and mutually affect the bond; has been widely used in telecommunications, banking and financial services, insurance, transport, public services and so onindustry.Has formed billions of dollars worth of industrial scale, to create great social and economic benefits.
To meet the community's new generation of information service system, particularly in the mobile voice services, the demand for full use of technology in Shenzhen Boyu main technical backbone of the past development of artificial, automated voice services, systems and multimedia call center experience and technology accumulated in the studyhome and abroad, based on the voice system, using international advanced switching technology, digital and communication technology, database, computer network interconnection technique, the great mobile voice 信息 service integrity of the system solution comprises the currently advanced computertechnology, communications technology, computer telecommunications integration (CTI) technology, multimedia call access technology, intelligent allocation of access to exchange technology, digital speech processing technology, heterogeneous information exchange technology, INTERNET network technology, security, fault tolerance, Networking Technologyequal to one.
The system integrates voice, fax, data and other information in one, providing automatic, manual, multi-session (can be divided into one to one, one to many, many to many), active external call (which can be divided into real-time outbound and Timingoutbound) and other forms of information services, to achieve information base visits, inquiries and other dynamic information.The system interface is friendly, has good operability, networking mode flexible, convenient and equipped with a powerful and excellent administrative and maintenance systems, billing and diverse, flexible, clear and reasonable and fair.
Conference of the system functions to provide cell phone / telephone dating match, chat rooms, theme chat Square and other services.
Dating Matching: Hydrangea like throwing the phone / phone users can set conditions for select friends on the image, which can be introduced in addition to listening to the other pair can chat online.
Chat: Provides the user to chat room after the match.
Chat Piazza theme: that young people gathered Xialiaoxiakan chat Square, set certain cultural themes, from time to time celebrities, intellectuals, artists and hold, prominent characteristics.
Users can use the telephone, fax and phone information on the system to query.In addition, the system also has good network connectivity, easy access to other information service system, a variety of specialized databases as well as existing public network (such as the INTERNET, INFONET) interconnection, and can be real-time capture, transform a variety of remote information sourcessent the dynamic information.
System also has a perfect accounting and resource statistics management, ease of use.The system embodies the latest technological achievements, business needs to reflect the current market, the latest trends, the scale of good adaptability, operational flexibility and management adaptation.
The communication system support, including: telephone, fax, phone and other communication media; support more than 24 artificial seats (including 3 or more monitor I / management seats), to support interactive voice response (IVR) equipment for more than 60 road, 240trunk above the number of (road), 4 or more fax; each IPC (single node) can provide the maximum capacity of eight relay E1 (240 lines) between each node card machine used by ScBus Internet, resources can be achievedshared purpose.
Signaling system to support China on the 1st, the 7th China, signaling, ISDN PRI (30B + D) signaling, ISDN BRI signaling, signaling a short message (SMS), VOIP (Internet telephone) relay and the common analog line signaling.Subscriber line signal support pulse signal and dual tone multi-frequency signal.
System Features
1 set of manual, automatic, sound, text in one, full of information services function to realize the phone, fax, phone and other means access and exhale.
Voice, text and other expressions of free to use and switch; services 24 hours a day; no matter how access system, can use a unified approach to background processing, fully attentive customer needs, effectively expand the services of multimedia voice systemrange!Support the users phone, fax, mobile phone access and a variety of ways such as registration, query, data modification and other operations more flexible and convenient.
2, three-tier client / server software architecture
Voice systems in the mobile software platform design, we use DNA-based three-tier client / server architecture.It is the industry the Internet, client / server computing model and the PC as one of the leading integrated network of distributed application architecture, to meet the user interface, browse, all kinds of business processing and data storage, and other modern distributed applications.Development environment for C + +, C language, JAVA language and use of distributed component object model (DCOM) development of middleware.
3, using the industry-leading intelligent call distribution and routing (ACD) technology, a reasonable allocation of telephone traffic of each agent's call
The system automatically determine the source and nature of the call, and feature selection based on user agent, to meet the different needs of different users, and improve service efficiency.
4, the introduction of automatic text-to-Speech (TTS) technology
In the system using the TTS technology, that is, text to speech conversion technology.TTS technology can automatically convert text to voice files, or the text message real-time voice synthesis and release by phone.Achieve automatic two-way text and voice conversion, to achieve the automatic exchange of people and systems, customer service anytime, anywhere.Maintenance personnel no longer have to manually recording, only the introduction of the electronic document system, the system can automatically convert electronic documents to voice messages broadcast to the customer.Large amounts of data stored in the database, without prior recording, can call up at any time to query and automatically synthesized speech for broadcast, thus greatly reducing the burden of seats staff.
5, advanced and flexible system architecture
Support the computer voice boards, voice-line switches and other access programs.
For medium and large mobile voice system can use line switch as voice access equipment, security system, high reliability and stability; the following seats for 20 small and medium mobile voice system, it is recommended to use the form of computer-based voice boardcan reduce business investment, also has good performance; to ensure reasonable, less investment, obtain the best configuration to meet the needs of different enterprises.
Analog, digital and ISDN access, and support China on the 1st signaling, signaling China on the 7th.
System has strong expansion capability, can provide thousands of phone connection.
Interface based on the Chinese version of Windows, easy to learn.Attractive for system managers, and operable man-machine interface; can provide end-users to record the process of design proposals to make the system operate closer to user needs.
6, a complete range of business functions and re-development tools
Voice services within the system can include a variety of functions: artificial voice, automated voice, multi-session (can be divided into one to one, one to many, many to many) / Mobile QQ service, active external call (which can be divided into real-time outboundand timing outbound), etc..Modular system was superimposed business functions, the system can be smoothly upgraded.Provides a process development / modification tool, flexible according to business needs, modifying business processes to fully meet user needs.
7, improved billing, statistical functions
System can provide: business, then monitor situation; secret guide, control of the business any; statistical analysis of state and business line representatives of service situation; grouped according to business requirements, in accordance with operational capacity of the distribution of ratings for the complete system management capabilities that can ensure that any scalesystem to operate efficiently.
System operating parameters can be adjusted according to business needs in a timely manner to facilitate management.Registered users can be managed according to different attributes, and the introduction of CRM thought, to provide users with more comprehensive, more personalized service.
Billing features a variety of ways to ensure the operator's income; range of statistical reports to facilitate understanding of device operation of the operator, staff working conditions and status of business statistics to facilitate the operators to make correct judgments and decisions.
8, the level of carrier-grade applications
System modular, class-leading hardware and software design and cost-effective hardware, making the multimedia voice system to a telecom-grade reliability and availability, performance and stability, to ensure smooth operation under a large call volume.
Set queuing system function, support for artificial agent, FAX server, recording equipment, IVR equipment equal to unified platform, the intelligent processing software and modular technologies, is a carrier-grade voice service platform.
System Structure
Boyu Technology (www.boyutech.com) multimedia voice system is a feature rich, stable and effective voice system, it can provide a variety of access methods and means of communication, including traditional telephone, fax, phone, Internet phone, etc. Almost allexisting in the form of telecommunications applications, automated voice response equipment by computer or manual seats and build relationships with customers, customers can access through a variety of ways to enter multimedia voice system, access to regular voice service, phone / cell phone chat, message services, and automatic externalallocation and other services.
As mentioned earlier, this system provides computer-based audio card and two line switches, voice access, support 1 and SS7, and ISDN signaling line access, for medium and large multimedia voice systemcan be used as a voice queue switch access equipment, security system with high reliability and stability; the following seats for 20 small and medium multimedia voice system, it is recommended to use the form of computer-based voice board can reduce business investment, bothgood performance; to ensure reasonable, less investment, obtain the best configuration to meet the needs of different enterprises.
Shenzhen Boyu Technology (www.boyutech.com) multimedia voice system supports more than 15 artificial seats, 60 way to support automated voice equipment over more than 200 the number of trunks (Road); specific system capacity can be designed according to the requirements of enterprises.
Physical structure of the system with a voice from the high-performance industrial computer boards or queuing switch, CTI servers, IVR (Interactive Voice Response) server, sales representative seats (logically divided into: General Sales Representative seats, experts seats, etc.)monitor seats (management agent), statistical maintenance workstations, database / application server, message recording workstation, business gateway servers, network systems constitute
As shown below.
Multimedia audio card in the computer system network topology diagram Voice
Queued switch based multimedia voice system network topology diagram
System functions of each part described as follows:
(1) exchange access subsystem
It provides the user by phone, fax, phone or other means of access to the system, is the platform entrance.
Line switch to support voice access solution, including Lucent, Bell, Nortel, Siemens, Avaya, Huawei, ZTE, including mainstream switch.
Support, including Dialogic, Ding Ming, the east, the three major exchange such as voice boards; IPC recommended Advantech or EVOC company's products; to ensure system reliability and robustness.
Contains relay / voice / fax / voice board seats and other high-performance industrial control telephone inbound, outbound, supports including Dialogic, Ding Ming, east, three other mainstream voice exchange board.
Offers a variety of interfaces with the public network or private network connections, including: analog trunking, signaling China on the 1st, the 7th signaling, ISDN PRI (30B + D), ISDN BRI, VOIP trunking and other means.
Information processing platform is also signaling the processing center, which finished on the 7th signaling processing, it can call the size of the dynamic volume of business expansion.
(2) CTI subsystem
CTI subsystem is the core of the platform, it will telephone switching system (PSTN), GSM system (PLMN) and the computer system has been integrated together.Not only can receive calls from the voice card information (such as DTMF information call telephone number), and can be effectively realized by computer boards and flexible voice call management and monitoring, including call forwarding, call termination, intelligent outbound services; implementation of the agreement of different voice and a message board is converted to a common CSTA-based call control mode.
The platform leverages the IPC with a voice board, then circuit switching functions and data processing computer systems, enabling the computer to the communication (call) system, complete control, including the exchange of control and operational control processes of various calling servicesanalysis, and to allocate system resources accordingly, so that the resources of the entire system to maximize the use and sharing.In addition, 1 signaling can complete the processing functions and supports multi-conferencing.
Provide efficient ACD (Automatic Incoming distribution) functions, and CDN (control the queue number) combined to provide rich and flexible call distribution features, seats function, monitor functional and routing control; the same time, provide detailed call managementreports for system administrators learn more about the system and agent staff position.
Calls assigned to the artificial agent, the call number and related information displayed in the seats immediately workstations.
Support the automatic telephone voice navigation guidance voice prompts the caller telephone according to phone button and classified operations; support automatically receive faxes, and fax to computer files stored in the hard way, to fax to paperless management, for browsing, printing.
Automatically assigned to telephone traffic (ACD), Call agent for each load balancing; automatic call distribution (ACD) systems are different from those of modern customer service center hot-line telephone system and automatic response system, an important symbol, the performancewill directly affect the efficiency of the customer service centers and customer satisfaction.In this system, ACD batch address incoming call, and routing them to send the required words with similar functions or skills, business representative of each group.
Call routing distribution (ACD) allows a large number of calls queued and assigned to have the appropriate skills and knowledge of the seats.Seats by similar skills divided into several groups, such as complaints handling group, treatment group queries, etc., or by other business functions is further broken down, ACD's job is to call queuing and routing to the appropriate group.Queue according to a wide range, such as the time dial, Caller ID, DNIS, caller acceptable wait time, the number of available operator, waiting for the longest time to then call a series of parameters such as the importance of grades.Users can hear the music or waiting for delayed declaration.
ACD can increase customer satisfaction in many ways: the call routing to the most idle, the operator could reduce the queuing time of calling, the call routing to the most skilled operator (such as specialist seating) to solve customer problems and special needs of professional,Call tips so that customers can call to have more control over, such as the expected waiting time is too long, you can select the message hook, or to a specified extension, or just to listen to information broadcast.
Can be controlled automatically forwarding the relevant calls to the relevant departments or superiors direct treatment, and may be three-way calling; support to busy to maintain it (listening to music waiting for), etc..
Support for 24-hour telephone message, and automatically recording, extended hours of work seats.
In short, CTI server support platform in the main to achieve the following functions:
With call management features, for the effective management of all telephone traffic; with soft phone / soft phone - phone calls, hang up, transfer, blocking, multi-agent meetings and other functions.
Voice board seats with manual control, recording a message subsystem, communication gateways, WEB server response, IVR server, so all voice and data information exchange.
Support the international standard CSTA, support multi-channel switching, support, including Dialogic, Ding Ming, east, three other mainstream voice exchange board.
Background information on the screen with pop-up control, coordination of voice and data transfer capabilities.
CTI application software for various functions of the standard API interfaces.
Personalized intelligent routing function, the time period under the dial, Caller ID, product information, customer history information, calling an acceptable wait time, the number of available operator, waiting for the longest time to, then call the importance ofgrade level skills and business representatives to develop traffic distribution strategy.
Support the intelligent automatic functions outbound and outbound volume.
(3) automatic voice processing subsystem fax
Automatic voice fax processing subsystem (IVR / IFR) is an important part of supporting platform, the use of automated voice prompts guide the user to select services and input the required data services, and accept user input in a telephone dial pad, the information and realizecomputer databases and other interactive information access, improve the efficiency and accuracy of business processing, customer service centers have become the one of the essential subsystems.IVR / IFR can replace or reduce the sales representative of the operation, to improve customer service quality, improve efficiency, save manpower, to achieve the purpose of 24-hour service.Also be user-friendly, reducing user waiting time, increased call volume and reduce the number of call forwarding.
Interactive Voice Response IVR customer service center subsystem is an important part, actually an "automatic business representatives" through IVR system, the user can use the audio input by health telephone or voice information received from the system pre-recordeddigital or synthesized voice message.IVR / IFR is mainly responsible for the completion of registration of business process management, business call processing, voice playback, DTMF receive and transmit, receive and send faxes, business data access and business so if a single generation, while ACD achieved through softwareUsers call processing, into the queue, routing control, relay gregarious grouping, breath back, call forwarding, call waiting and other features.IVR publication also can be provided in the media gateway modules MG, responsible for voice information into IP data packets in the IP network to transmit.When the system expansion, can be equipped with multiple IVR servers, between the IVR connected through Scxbus, so as to achieve the purpose of sharing resources.
IVR can use special equipment, also can use high-performance industrial computer platform into Dialogic voice card or other card manufacturers voice / fax cards composed of IVR / FAX interactive voice systems, and support the TTS text to speech technologies.
IVR subsystem can use the background information in the database and send a routing filter to it.If the keys to those who choose to contribute to the caller computer system to get more information so that intelligent routing distribution ACD system can transmit more accurate calls, sales representatives to provide more targeted services.Combination of database systems, IVR systems provide users with automatic query directly, advice, complaints, and information customized services.
In the call center services, IVR systems with the following key features:
Improve customer service quality: customers in consultation with the products or services can provide timely, accurate, consistent response.
Improve efficiency: IVR can do routine work, business representatives and therefore can focus on calls that require specialized skills request to reduce the burden of business representatives.
Simple input information: Users with no specialized equipment, can use the audio An Jian phone input and retrieval of information.
Increase in call volume: the acceleration of service, so call centers can handle more to it.
Provide all-weather service: for the caller through the IVR provides 7 * 24 hour service.
(4) artificial agent subsystem
Artificial agent primarily to the automated voice response system can not resolve customer issues the case, to provide labor services, from customer service representative call directly with customers, handling and resolving customer service requests.
Artificial artificial information agent subsystem is receiving inquiries and business subsystems, by the sales representative, phone, PC computer running Windows system and the headset and the corresponding specific business processes composed of CTI applications.Telephone calls with customers mainly, PC machine is mainly used to record basic information or customer service information, or used to retrieve business information required by customers.
Front-end application software to use all seats in Chinese graphical user interface, to the representative agent to provide maximum ease of use, it can be fully realized feature to customize according to the request.
Artificial agent can be divided by function representative seats, the squad leader seats, quality seats, backstage business seats.
Artificial agent subsystem queries, information request, business consulting, to answer questions, exchange of information, complaints, complaints / suggestions received, the collection of user satisfaction, business reports, and telephone marketing and other business functions; and have phone calls, hangingoff, transfer, outbound, conferences and other soft phone functions, and can use voice playback, recording, recording notes to listen to, fax, mail, auxiliary audio channel and other resources to achieve a full range of interactions with the user and greatly improve the operational efficiency of the representative.
Monitor agent addition to the general operator seats all the functions, but also with monitoring agent / employee of the current state of the response operator of the service request, ordered out of a staff functions, operator can monitor the current state of the desktop, view the current services, the number of seats, the number of idleto close several other relevant data.
I on behalf of quality inspection services to supervise the work and assessment.Should have the recording, dynamic tracking calls, playback, monitor business functions on behalf of the work.
Services in the client's business, and some can be a reply to the client immediately, while the need for background processing by the operator to send orders to the appropriate units by the corresponding processing results after the unit feedback in order to give customers an answer.
If road inside one correspondence with the artificial agent, artificial agent identified by words way inside.
(5) system management and maintenance subsystem
System management and maintenance subsystem of the entire software and hardware to monitor the work of running records, to achieve the customer service center subsystems, all seats, all voice channels of real-time status monitoring and call statistics, on the fault alarm and recovery of performanceoptimization, system-level management and maintenance functions.
Provide CTI server, the exchange of access devices, IVR / IFR configuration of the nodes such as operation and maintenance interface and system alarm information services.The entire information processing system, the use of state resources for maintenance, tracking and surveillance, and accept the warning message from the processing units so that maintenance personnel in a timely manner.
Implementation and modification of system configuration, customization, system size, control / reduction of system functions, complete seats and may also browse a systematic search diary.Complete system data were added, revised and updated, complete system data preparation.
Voice editing, such as cropping, zooming, and business process changes.
System management based on the current state of monitoring display the status of work to master the current system, such as the busy degree of service distribution business on behalf of the state, the line status.
Responsible for system calls / business processing statistical data generation, report / graphics (pie charts, histograms, graphs, reports, etc.) shows that print, so that the leaders can better look at customer service call center operating conditions and the acceptance and mayeffective in helping leaders of clients report that the hotspot and difficult problems in quantitative summary and analysis, timely finding of problems that exist, to effectively supervise the work of relevant departments efficiency and Zuo Feng, leading policy-making.
Leading decision-makers based on the call history information, statistics, combined with other business data, for specific decisions about the size of the system, the number of personnel and other adjustments to improve system efficiency and service quality.
Customer Service Centre to provide real-time call data to help understand changes in customer service centers, effectively improve the efficiency of customer service centers.Real-time monitoring of all subsystems, the seats, the working status of each voice channel, real-time display system of the queue status, and alarm functions with the system, to facilitate intuitive management system administrator.
On the inbound, outbound call duration and caller, called number for detailed statistics, details of tariff and list can be played.At the same time, we can clearly understand and master the outbound costs, and planned to adjust their conduct and control.
Complete information center on the use of user billing information, processing, and generates the appropriate billing disk / tape / CD to send billing center for processing, and generate various reports related.
All the seats can work according to different types or a specific need to set different permissions, to improve system security.For each agent has a login system, staff job number and password, both to ensure an accurate assessment of their workload, but also to ensure the work of state seats more accurate monitoring.
In order to ensure stable and reliable operation of the system, to facilitate system administrators to monitor servers and terminal operations, should establish an effective network management system.
(6) identity processing subsystem
Authentication processing subsystem is mainly aimed at the caller and the called number information check the validity of the work.
(7) database server / application server subsystem
Database management subsystem is the system's data center, storage management configuration and statistics of various data, service records, user information (such as phone numbers and contact information provided services and for users of various historical databases), business information and business acceptancequery information, complaints, receiving records, agent and administrator for the different levels of data access services.
System data sources, including existing business systems in the historical and current data content, some data from the operational database can be regularly copied to the Customer Service Centre database, or through the business gateway business systems from the online database retrieved.
Through the database management subsystem, on the one hand for the CTI subsystem-based product information, customer information, routing distribution, providing customers with faster, more personalized service; the other hand for the IVR, seats and other systems to provide database accessservices, document services.
Database management subsystem generally use enterprise-class database software, such as MS SQL Server, Oracle, Sybase, Informix and so on.
Database server and application server recommended two servers share the same disk array, constitute a two-machine cluster, there is no failure, with two servers to share business processes, when one server fails, another server immediately took over allbusiness, and inconvenience to the client to use, troubleshooting, the automatic recovery operation, greatly improving system performance and safety, reliability.
Application servers using distributed component object model (DCOM) applications development components, the application server as an object to provide services to the client port of call for the client to provide various business services.As a general offer to the client component called middleware mainly by the call control, pre-dial-up service, the authentication and accounting services, database access agents.As a result of middleware software architecture, when a user's needs change, only the corresponding components to make modifications without changing the client software, effectively investment protection.
Application server functions mainly by the following modules:
Pre-dialing server
Data Access Server
Authentication and accounting server
Gateway server
Maintenance of the server
Pre-dialing server
At the right time to be able to timely notify the user, and reduce the operator's dial time, the platform set up a special pre-dial-up server.Pre-dialers can continue to scan outbound data table records of the breath test conditions consistent with the records of service in the event of seats available or IVR / FAX port, the send outbound request to the ACD, occupying seats or IVR / FAX port.If successful breath, ACD calls completed on the client or the IVR / FAX call and connection, while the task table from the deletion of the record, if exhaled unsuccessful, the call delay according to the number of retries, the release of pre-resource, and if beyond the prescribedcondition is still not successful, then the cancellation of exhaled breath and write operation failed record for breath at the same time schedule to the client or to the maintenance of workstation failed to send outbound scheduling information.Pre-dialing server has to maintain interface, you can set the start service, close the service function, providing parameter setting interface, complete parameter set.
Authentication and accounting server
Authentication server order main functions are as follows:
1) operator certification registration function;
2) seats to achieve business billing voice capturing;
3) IVR / IFR account user authentication function;
4) IVR / IFR interface, utility billing and accounting functions, then a single collection;
5) provides ACD functions on the account user authentication support;
6) produced by ACD tandem collection features single words.
Database access proxy server
Database access proxy server is to solve the many client connections and access the database bottlenecks and design.Accept the database access request.For the host computer to access various databases to provide a common interface for IVR / FAX to provide uniform data access interface and access information for the agent to provide the user interface, network communications and to reduce the burden on the host computer to realize the different data sources.
Able to distinguish IVR / FAX data access destination is the data source being accessed by the gateway at the local or the completion of access and storage operations;
The result of the completion of data access according to a standard format to return to the caller;
Each call to establish communication links;
With maintenance and parameter configuration interface.
Gateway server
Supporting platform network interconnection with other systems, such as enterprise business management information system, e-commerce systems, short message systems, paging systems.Each network gateway is assigned a unique identifier, the network gateway to the gateway server in the startup registration, send their own identifier, so that the gateway server in the future business processes can identify the gatewaythe.
Specific implementation functions as follows:
As middleware to be invoked by the client;
With IVR / FAX with a unified data communication interface;
Able to manage the gateway connections, when the failure to generate alarm clear message;
And the gateway with a unified interface, when adding a gateway, the gateway to the gateway server registration, in accordance with the unified data format for communication, without the need to further modify the gateway server code;
Able to identify the data source and destination address to determine the data sent, that is able to address management of data.
Maintenance of the server
Function of maintaining the server is able to achieve all the components the application server startup, shutdown, configure, query and other functions.Maintenance of the server can also be invoked as a client component is available to maintain and monitor the use rather than the operator seat use.
(8) Business Gateway Subsystem
The professional provides system and data source specific connection, play the role of information gateways, and there's actual business systems (such as management information systems, office automation system, etc.) integrated security data access interface, complete support for external data services platformfunctions, business gateway in accordance with specific agreements with the professional data source specific protocol may be.
Business Computer Integrated Management System is a customer service center resource base, customer service center through the application gateway and management information systems, office automation system, other computer technology support systems back-Ye Wu system seamlessly integrates the customer service centerreal role to play.
Integration with enterprise business systems to ensure that low-level data synchronization and business process integration, the only way to maintain the various systems the integrity of business rules, and only then, workflow task can be passed between the various systems.
Message recording subsystem of the sales representative and customer calls to synchronize the whole recording, and recording data storage management.Recording equipment as a customer service center auxiliary equipment, can achieve full recording and listening to random notes.Use of recording equipment, business representatives to talk to the information order, the squad leader can browse and listen to a sales representative stressed the call, as the quality supervision and inspection and monitoring agent sales representative based on the work situation.
On the inbound, outbound call duration and caller, called number for detailed statistics, details of tariff and list can be played.At the same time, we can clearly understand and master the outbound costs, and planned to adjust their conduct and control.
All the seats can work according to different types or a specific need to set different permissions, to improve system security.