呼叫中心基础教程01.ppt

* HA CTI: The appropriate configuration depends on the switch capabilities: mirrored links or multiple logical connections over one physical link: HA T-Servers connected directly to link without HA Proxy examples (Genesys 6.5): Alcatel OmniPCX 4200 4400; Ericsson MD110; Mitel SX-2000; Siemens Realitis-DX; Siemens Hicom 300E; Tenovis Integral 33 only one logical connection over one physical link: HA T-Servers connected to link through one HA Proxy examples: Delco ACD, Teltronics 20-20, Hitachi CX8000, LG Sarex-ACS, Philips Sopho iS3000, Siemens Hicom 150E 300 ACL-H3 two links in active/standby mode or multiple links in load sharing mode: one HA Proxy per link, all connected both HA T-Servers active/standby link: e.g. Avaya G3, Meridian, Symposium, Aspect, Spectrum, Avaya Index load sharing: DMS HA Routing: pair of hot standby URS: replay strategy for pending calls after failover hot standby LDS with connected URS (N+1) architecture with simplex URS in addition each URS instance can be configured in hot standby mode * Intervoice * IVR服务器 IVR（交互式语音响应）是呼叫中心的重要组成部分，主要用于 为用户电话来访提供语音提示 引导用户选择服务内容和输入电话事务所需的数据 并接受用户在电话拨号键盘输入的信息。 IVR服务器 IVR可以取代或减少话务员的操作，达到提高效率、节约人力 实现24小时服务的目的 同时也可方便用户，减少用户等候时间 降低电话转接次数 解决 Phone Calls New Media Center (email) Online Services Group (Web) Future Touch Points (WAP, PDAs etc.) Genesys 各项解决方案组合 Universal Workflow InternetContact Center EnterpriseRouting NetworkRouting OutboundContact Center Workforce Management Voice Portal Expert Contact Adapter Adapter Adapter Adapter Desktop Toolkit DCOM OCX COM/OLE Corba JAVA DDE TAPI . . . . Genesys 完全开放平台架构 Database Support Oracle Informix DB2 MS-SQL Sybase Middleware . . . . F/O B/O support Siebel Peoplesoft Clarify Remedy SAP Broadvision . . . . OS Support Solaris Sun OS HP/UX AIX NCR NT Unix . . . . Network Support Sprint MCI ATT Stentor . . . . ACD / PBX Support Aspect Lucent Nortel Siemens Ericsson Alcatel Fujitsu Harris 华为 . . . . Int